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Request Deletion of Your Data from Our Systems


Request deletion of your personal data

You can ask us to delete personal data that we hold about you in GuestLake, Itinerary, CAI, or any related GuestLake service.
This page explains how to submit a deletion request, what information we need from you, and what happens after we receive your request.

What data can be deleted?


You may request deletion of personal data connected to your use of our services, including:

  • your name and contact details;

  • account or login details;

  • guest profile information;

  • preferences you have provided;

  • conversation history with our AI tools;

  • reservation-related information held directly by GuestLake;

  • marketing or communication preferences;

  • technical activity linked to your use of our app or website.

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Some information may not be deleted immediately where we or the venue are required to keep it for legal, financial, security, fraud-prevention, accounting, dispute-resolution, or operational reasons. For example, invoices, payment records, booking records, cancellation history, audit logs, or records needed by the venue may need to be retained for a defined period.

Important note about venue systems


GuestLake may connect to systems operated by hotels, restaurants, spas, golf clubs, or other venues.
This means that some of your data may also exist in systems controlled by the venue, such as a property management system, booking system, CRM, payment system, restaurant system, spa system, or loyalty system.


Where GuestLake controls the data, we will process your deletion request directly.


Where the venue controls the data, we may need to forward your request to the relevant venue or tell you how to contact them. In some cases, GuestLake can delete or anonymise data from its own systems, but the venue may still need to handle deletion from its own records.


How to request deletion


To request deletion of your data, please contact us using one of the methods below.


Option 1: Email us


Send an email to: support@cookiebite.net and please use the subject line: Data Deletion Request

 

In your email, please include:

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  • your full name;

  • the email address or phone number you used when interacting with our systems or any venue using our systems;

  • the name of the venue connected to your booking or enquiry;

  • any reservation, booking, or Global Number (GNR) or reservation reference number, (if you have one);

  • a short explanation of what you would like deleted.

 

Please do not send payment card details, passport details, or other highly sensitive information unless we specifically ask for it.

 

Identity verification

 

Before deleting data, we will need to verify your identity. This is to make sure that we do not delete (or disclose) information on a request from the wrong person. We may ask you to confirm:

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  • the email address used for your booking or account;

  • a booking or reservation reference or copy of confirmation e-mail;

  • the venue(s) connected to your request;

  • other information reasonably needed to identify your records.

 

What happens after you submit a request?


After we receive your request, we will:

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  1. acknowledge receipt of your request;

  2. verify your identity where necessary;

  3. identify the data held in our systems;

  4. verify which data and in which format (e.g. partially or fully obfuscated) must be retained for legal, financial, security, or legitimate operational reasons;

  5. delete, anonymise, or restrict the relevant data where appropriate as per applicable laws;

  6. confirm the outcome of your request by return e-mail.

 

Where your data is held by a venue or a third-party system connected to the venue, we will convey your request to them, but will then direct you to DISCUSS and follow up the request directly with them.


How long does deletion take?


We aim to respond to deletion requests within 25 days. More complex requests may take longer, especially where the request involves multiple venues, booking systems, payment systems, or legal retention requirements.


Data we may need to retain


We may not be able to delete all data immediately. Some records may need to be kept where required for:

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  • legal compliance;

  • accounting and tax records;

  • payment and refund evidence;

  • fraud prevention;

  • security and audit logs;

  • dispute handling;

  • venue operational records;

  • compliance with contractual obligations.

 

Where we cannot delete certain data, we will explain why, where appropriate.

 

Deleting your account

 

Where your GuestLake account allows direct account deletion, you may be able to request deletion from within your account area.
To do this:

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  1. log in to your GuestLake account;

  2. open Profile and then click on Privacy Settings;

  3. select GDPR, then Delete My Data;

  4. follow the on-screen instructions.

 

As a guest user of the system, you will not have this option. If you are a guest user, please use the email method above.


Questions about privacy


For privacy-related questions, contact: support@guestlake.com

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