Privacy policy | Cholis Residency

What we collect

When you send an enquiry or book a stay, we collect the information you provide: your name, email, phone number, nationality, and any details you include in your message or the booking form (preferred dates, guest count).

We do not require you to upload your ID document at booking. At check-in our front desk will record your NIN (Nigerian guests) or passport number (international guests) from the physical document. We do not keep a scan of the document by default. We record only the number, alongside your name, nationality, and dates of stay.

Why we collect it

To respond to your enquiry and, if you book, to manage your stay.
To comply with legal requirements that apply to short-term accommodation providers in Nigeria, including the weekly guest log shared with the local police station (see below).
To contact you about your current booking (check-in details, changes, emergencies).
To understand which of our marketing efforts bring guests to us, and, only if you ask us to, to send you offers and news.

Sharing with the police

As a serviced-accommodation business in Nigeria, we share a guest log with the local police authority on a weekly basis. The log includes your name, identification number (NIN for Nigerian nationals, passport number for international guests), nationality, contact phone, the apartment you stayed in, and your arrival and departure dates. We do not share anything else. Your message history, payment details, and preferences are not included.

CCTV

The building is covered by CCTV, recording 24 hours a day. The cameras cover the gate, the compound, the parking area and the shared corridors. There are no cameras inside any apartment, and none in any bathroom.

Footage is recorded for the security of guests, staff and the building, and for nothing else. It is not used to assess how staff work, it plays no part in any decision about you or your booking, and it is not shared with anyone, except where the police make a lawful request or where we need it to deal with an incident in the building. Recordings are overwritten automatically after 30 days.

AI assistance with replies

When you message us, a member of our team may ask an AI assistant to draft a suggested reply. To do that, the text of the messages in your conversation is sent to our AI provider, which processes it and returns a suggested wording.

Three limits apply, and we hold ourselves to all three. Your name, contact details, booking reference, identification number and payment information are never included: the assistant sees the message text and our own published information about the property, and nothing from your booking record. Every reply is written, checked and sent by a person, so you are never in conversation with a machine. And we do not use the assistant to make any decision about you, your booking, or your money.

We keep your message history on our own servers, as described above, and we may use past conversations internally to improve how our team answers common questions. Anything that could identify you is removed before a conversation is used that way.

Payment data

Card payments are processed by Paystack. We never receive or store your card number, only a reference that lets us reconcile the payment with your booking. Refunds and disputes are handled through the same provider.

Cookies and how we measure our marketing

When you arrive from a link somewhere else (an advert, a social post, a search result, or an agent's referral link), we store a small cookie recording which of those it was, the first page you landed on, and the website you came from. We keep the website's name only, never the full address, because a full address can carry what you typed into a search box and that is none of our business.

It is recorded once, on your first visit, and is not updated afterwards. If you go on to enquire or book, it is attached to that record so we can tell which of our efforts actually reach people. It plays no part in what you are shown, what you are charged, or whether a booking is accepted. We do not sell it and we do not share it with advertisers.

We also use Google Analytics and a Meta (Facebook) pixel. Both set cookies of their own, and both follow the choices you make in the cookie banner. The Meta pixel is held back entirely until advertising cookies are accepted; once it runs, it tells Meta which pages you opened here, so that we can see whether an advert on Facebook or Instagram actually reached anyone. We send it nothing from your booking: no name, no contact details, no payment information. A visitor who arrives directly, with no link to record, gets no attribution cookie from us at all.

Marketing emails

We will only email you offers, news, or anything else unrelated to a stay if you have asked us to. The box on the booking form is never ticked for you, and leaving it unticked has no effect on your booking. We record the date you agreed, because that agreement is what permits us to write to you at all.

Every marketing email carries a link to stop them, and one click is enough. Withdrawing applies from then on and is not undone by a later booking. You will still receive the emails about a stay you have booked: confirmations, check-in details, and receipts. Those are part of the booking, not marketing, and you cannot be opted out of them while a booking is live.

How we protect your data

Your data lives on our own servers in an encrypted database, with backups managed by our hosting provider. Access is restricted to the operations team and the owners, and every access to sensitive fields (such as stored ID documents) is logged.

Your rights

You may request a copy of the information we hold about you, or ask us to delete it, by contacting us. We will respond within 30 days. We will retain the minimum information required by law even if you request deletion. Where this applies we will tell you clearly.

Contact

Questions or requests: info@cholisresidency.ng.