1. Who we are

Omelio ("we", "us", "our") is a pre-arrival guest request management service. Our service is provided at omelio.io. For privacy enquiries, contact us at privacy@omelio.io.

2. What information we collect

When a guest submits a pre-arrival request form, we collect:

• Full name
• Arrival and departure dates
• Booking or room reference
• Dietary requirements and food allergies
• Accessibility or mobility needs
• Pillow and bedding preferences
• Arrival time and transport details
• Any other special requests voluntarily provided

We do not collect payment information. We do not require guests to create an account.

3. Why we collect this information

This information is collected solely to enable the ryokan or hotel property ("the Property") to prepare for the guest's arrival and fulfil their requests. We act as a data processor on behalf of the Property, which is the data controller.

4. How we use this information

• We translate the guest's submission into the Property's operating language using DeepL Translation API
• We display the translated information to authorised staff at the Property
• We send an automated notification email to Property staff when a new request is submitted
• We do not use guest data for marketing, profiling, or any purpose beyond service delivery

5. Who we share data with

We share data with the following third-party service providers solely to operate the service:

• DeepL GmbH (translation) — deepl.com/privacy
• Render Services Inc. (hosting and database) — render.com/privacy
• Resend Inc. (email delivery) — resend.com/privacy
• PostHog Inc. (anonymous usage analytics) — posthog.com/privacy

We do not sell guest data. We do not share data with any other third parties.

6. Data retention

Guest request data is retained for 12 months from the date of submission, after which it is deleted. Properties may request earlier deletion by contacting us.

7. Security

Data is stored in an encrypted PostgreSQL database hosted on Render. Access is restricted to authorised Property staff accounts. All connections use TLS encryption.

8. Your rights

Guests may request access to, correction of, or deletion of their personal data by contacting the Property directly, or by emailing us at privacy@omelio.io. We will respond within 30 days.

9. Health data

Some information collected (such as allergies and accessibility needs) may constitute sensitive personal information. This data is collected only with the guest's knowledge and voluntary submission, and is used solely to prepare for their stay.

10. Changes to this policy

We may update this policy from time to time. The current version will always be available at omelio.io/privacy.

11. Contact

For privacy-related enquiries: privacy@omelio.io