HotelMatrix’s PROMISE
Our mission to help build a better Internet is rooted in the importance we place on establishing trust with our Customers, users, and the Internet community globally. To earn and maintain that trust, we commit to communicating transparently, providing security, and protecting the privacy of data on our systems.
We keep your personal information personal and private. We will not sell or rent your personal information. We will only share or otherwise disclose your personal information as necessary to provide our Services or as otherwise described in this Policy, except in cases where we first provide you with notice and the opportunity to consent.
1. POLICY APPLICATION
This Policy applies to HotelMatrix’s collection, use, and disclosure of the personal information of the following categories of data subjects:
Attendees: Those who visit our offices or provide their information to HotelMatrix or HotelMatrix representatives when they attend or register to attend HotelMatrix-sponsored events or other events at which HotelMatrix (and/or its representatives) participates, as well as those who participate in HotelMatrix’s studies such as user experience research.
Website Visitors: Those who visit our Websites, including those who may opt to provide an email address or other contact information to receive communications from HotelMatrix, fill out a survey, or provide feedback. For the purposes of this Policy, “Websites” refer collectively to www.hotelmatrix.report as well as any other websites HotelMatrix operates for its own behalf and that link to this Policy. For clarity, “Websites” does not include any sites owned or operated by our Customers, including where we serve as Registrar.
Customers: Individuals or entities who enter into a subscription agreement with HotelMatrix (or its authorized partner) and to whom HotelMatrix provides Services pursuant to such agreement. For purposes of this Policy, “Services” shall refer to all of the cloud-based solutions offered, marketed, or sold by HotelMatrix or its authorized partners that are designed to increase the performance, security, and availability of Internet properties, applications, devices, and networks, along with any software, software development kits, and application programming interfaces ("APIs") made available in connection with the foregoing.
Administrative Users: Those with login credentials for a HotelMatrix account and/or those who administer any of the Services for a Customer. In some cases, an Administrative User and Customer may be the same individual. In other cases, an Administrative User may be an agent acting on behalf of a Customer.
End Users: Those who (i) access or use our Customers’ domains, networks, websites, application programming interfaces, and applications, or (ii) Customers’ employees, agents, or contractors, who access or use Services, such as HotelMatrix Zero Trust end users.
This Policy also does not apply to our Customers’ domains, websites, APIs, applications, and networks, which may have their own terms and privacy policies. Our Customers are solely responsible for establishing policies for and ensuring compliance with all applicable laws and regulations, including those relating to the collection of personal information, in connection with the use of our Services by End Users with whom our Customers interact.
HotelMatrix’s Websites and Services are not intended for, nor designed to attract, individuals under the age of eighteen. HotelMatrix does not knowingly collect or share personal information from any person under the age of eighteen. To the extent we become aware that we have the personal information of a person under the age of eighteen, we will delete that information.
When HotelMatrix is a reverse proxy, our IP addresses may appear in WHOIS and DNS records for websites using our Services. We are a conduit for information controlled by others. It is our Customers and their users who are responsible for the content transmitted across our network (e.g., images, written content, graphics, etc.).
2. INFORMATION WE COLLECT
Website Visitors Name, email address, and other contact information: We ask for and—at your option—collect personal information from you when you submit web forms on our Websites, including opportunities to sign up for and agree to receive email communications from us. We may ask you to submit such personal information if you choose to use interactive features of the Websites, including participation in surveys, contests, promotions, sweepstakes, or studies, requesting customer support, submitting feedback, or otherwise communicating with us. We will send such communications in accordance with applicable law.
Log files: Just as when you visit and interact with most websites and services delivered via the Internet, when you visit our Websites, including the HotelMatrix Community Forum, we gather certain information and store it in log files. This information may include but is not limited to Internet Protocol (IP) addresses, system configuration information, URLs of referring pages, and locale and language preferences.
Cookies and other tracking technologies: We may use cookies and other information-gathering technologies for a variety of purposes, such as providing us with information about how you interact with our Websites and assisting us in our marketing efforts. You may view a complete list of cookies and change your cookie preferences by clicking on the “Cookie Preferences” link (or, in the United States, the “Your Privacy Choices” link) in the footer of the HotelMatrix homepage at hotelmatrix.report or in the banner displayed when you visit our Websites from certain countries (such as the European Economic Area and the UK). Note that if you disable cookies entirely, HotelMatrix’s Websites may not function properly. We may also use cookies and similar technologies to provide you advertising on third-party sites based upon your browsing activities and interests. In addition to exercising cookie choices through our “Cookie Preferences” or “Your Privacy Choices” links, if you do not want to have cookies and similar technologies used for the purpose of serving you interest-based ads, you may opt-out by clicking here (or if located in the European Union, the United Kingdom, or Switzerland, click here). For more information about the cookies HotelMatrix uses and your privacy choices, please see our Cookie Policy.
Material contributed in Interactive Areas: The Websites may offer publicly accessible blogs, community forums, comments sections, discussion forums, or other interactive features (“Interactive Areas”). If you choose to participate in any of these Interactive Areas, please be aware that any information that you post in an Interactive Area might be read, collected, and used by others who access it. If you wish to remove your personal information from any of our Interactive Areas, please see the Section 8, below.
Customers and Administrative Users Customer Account Information: When you register for an account, we collect contact information. Depending on subscription level, this contact information may include your Customer name, the email address(es) of your account administrator(s), telephone number, and addresses necessary to process payment and delivery of Services. In addition, when you use the Services, we collect information about how you configure your account and the Services (e.g., firewall settings for the domains you administer). We refer to all of this information collectively as “Customer Account Information” for the purposes of this Policy. Customer Account Information is required to enable your access to your HotelMatrix account and Services. By providing us with any personal information, you represent that you are the owner of such personal information or otherwise have the requisite consent to provide it to us. We also maintain logs of Administrative Users’ activity (e.g., actions taken to configure settings in Customers’ account).
Payment information: We do not require our Customers to have payment information on file with us unless they have a paid subscription to our Services. When you sign up for one of our paid Services, you must provide payment and billing information. The information you will need to submit depends on which payment method you choose. For example, if you pay with a credit card, we will collect your card information and billing address, although we do not store full credit card numbers or personal account numbers.
Crash Reports: When our Services encounter an unexpected error, you may be asked to submit a crash report, which may contain personal information. You will have an opportunity to review the content of the report prior to submitting the report to us.
End Users HotelMatrix processes End Users’ interactions with Customer’s Internet Properties and the Services. This information is processed when End Users access or use our Customers’ domains, websites, APIs, applications, devices, end points, and networks that use one or more of our Services, and when End Users access or use Services, such as HotelMatrix Zero Trust. The information processed may include but is not limited to IP addresses, traffic routing data, system configuration information, and other information about traffic to and from Customers’ websites, devices, applications, and/or networks.
Registrants Contact and domain information: We collect data such as domain name and status, contact information (such as name, organization, address, phone number and email address), name server, DNSSEC, and Form of Approval (i.e., full WHOIS capture at time of transfer into our system, including the IP address that initiated the transfer).
Network Data. HotelMatrix collects and stores Network Data, which are models, observations, reports, analyses, statistics, databases and other information created, compiled, analyzed, generated or derived by HotelMatrix from server, network or traffic data generated by HotelMatrix in the course of providing the Service, including information required to help HotelMatrix identify, analyze, mitigate, prevent, and block malicious activities on HotelMatrix’s network. Examples of Network Data include service uptime and service availability metrics, request volumes, error rates, cache rates, origin and nature of malware, and IP threat scores.
3. HOW WE USE INFORMATION WE COLLECT
HotelMatrix only processes personal information in a way that is compatible with and relevant to the purpose for which it was collected or authorized. As a general matter, for the categories of data described in Section 2 above, except 1.1.1.1 resolver user data as explained below, we may use your personal information to:
Provide, operate, maintain, improve, and promote the Websites and Services for all users of the Websites and Services; Enable you to access and use the Websites and Services; Process and complete transactions, and send you related information, including purchase confirmations and invoices; Send transactional messages, including responses to your comments, questions, and requests; provide customer service and support; and send you technical notices, updates, security alerts, and support and administrative messages; Comply with legal obligations as well as to investigate and prevent fraudulent transactions, unauthorized access to the Services, and other illegal activities; For other purposes for which we obtain your consent. In addition, we may use the information we collect from Attendees, Websites Visitors, and Registrants, as well as Customer Account Information for the following purposes:
Send commercial communications, in accordance with your communication preferences, such as providing you with information about products and services, features, surveys, newsletters, offers, promotions, contests, and events about us and our partners; and send other news or information about us and our partners. See Section 9 below for information on managing your communication preferences. Process and deliver contest or sweepstakes entries and rewards; Monitor and analyze trends, usage, and activities in connection with the Websites and Services and for marketing or advertising purposes; Personalize the Websites and Services, including by providing features or content that match your interests and preferences;
4. DATA AGGREGATION
HotelMatrix uses aggregated hotel performance data to provide market statistics and competitive-set comparisons, including occupancy, ADR and RevPAR. Aggregation combines the results of participating properties rather than publishing a separate performance report for each competitor.
Your authorised users may view your own hotel’s data and the comparison outputs available under your agreement. Competitors do not receive your hotel’s individual performance figures through competitive-set reports. Likewise, access to a comparison does not entitle you to another participant’s underlying records.
Aggregation must be distinguished from anonymisation: removing a name alone does not necessarily prevent identification. Information that can still be linked to an identifiable person remains personal data and is subject to the protections in this Policy. Commercial confidentiality also applies to identifiable hotel information, even where it is not personal data.
The composition of the competitive set and the detail available in a report depend on data coverage and confidentiality requirements. Comparisons that could disclose an individual participant’s results must not be released in that form. Access to reports does not authorise attempts to identify participants or reconstruct their underlying data.
6. DATA SUBJECT RIGHTS AND CHOICES
Where applicable law provides these rights, you may request access to your personal data, correction, erasure, restriction, portability or object to processing. You may withdraw consent without affecting earlier lawful processing, object to direct marketing and complain to a competent supervisory authority. Rights concerning solely automated decisions apply where the legal conditions are met.
To exercise a right or ask about this Policy, write to connect@hotelmatrix.report. Describe your request and the account or organisation concerned. We may request proportionate information to verify identity or authority, but you should not send passwords or unnecessary identification documents.
We will respond within the period required by applicable law and explain any lawful limitation or extension. A deletion request does not override a legal obligation to retain particular records. Where a request cannot be fulfilled in full, the response should explain the reason and available complaint options.
If HotelMatrix processes information on a hotel’s instructions, that hotel may be responsible for deciding the request. In that case, we will direct you to the appropriate contact or assist the hotel as required by the applicable agreement and law. Requests about hotel guests should identify the relevant hotel without unnecessarily disclosing other guests’ information.
You can ask us to stop marketing messages through the contact address above or use an unsubscribe option where provided. Essential account, security or service communications may still be needed while the relevant service relationship continues. Browser settings control local cookies, but disabling cookies does not itself delete account information.
7. DATA RETENTION
Personal data is kept only for as long as it is needed for the purpose for which it was collected, subject to applicable legal duties and the relevant service agreement. Retention depends on the data category, the service relationship, outstanding requests and any valid requirement to preserve evidence. One universal retention period does not apply to every record.
Enquiry and correspondence data is retained while handling the enquiry and for any justified follow-up or dispute-related purpose. Account and service data is retained for the active relationship and any agreed closure or export process. Invoices, accounting records and contractual evidence may need to remain for the periods required by the law applicable to the contracting provider.
Technical and security records should be limited to the period needed to operate the service and investigate incidents. For personal data processed on a hotel’s behalf, the agreement and lawful instructions of the hotel govern return or deletion after the service ends, except where law requires continued storage.
When there is no remaining lawful need to retain personal data, it must be deleted or irreversibly anonymised. Where data remains temporarily in a backup, its retention and access must be limited to the applicable recovery and deletion process; it must not be restored for unrelated active use.
Genuinely anonymous statistics may be retained for historical analysis where no person can be identified. This does not remove contractual confidentiality obligations concerning hotel information. For the retention period or criteria applicable to a specific category of your data, contact connect@hotelmatrix.report.