In short
- We collect what's needed to run your requests: your room, your name/phone/email as held by your hotel's own front-desk system, and the requests you make in the app.
- Camera access is used only to scan your room's QR code — we never capture, store, or upload photos or video.
- We don't track your location, sell your data, or share it with advertisers — there are no ad or analytics networks in this app.
- Your requests are visible only to the staff at the property you're staying at.
- You can ask to access, correct, or delete your information at any time — see Your Choices & Rights.
1. Overview
Luxelio is a guest-services app used inside participating hotels and residences. It lets you request housekeeping, order items, book activities, and message the property directly from your room, after your device is linked to your stay by scanning the QR code placed in your room.
This policy explains what information Luxelio collects when you use the app, why, and how you can control it. It applies to the Luxelio guest app on Android and iOS.
2. Information We Collect
Stay & room information
When you scan the QR code in your room, Luxelio links your device to that room and retrieves your stay details — name, phone number, and email address — from your hotel's own guest records. You don't type this information into Luxelio yourself; it's pulled from the property's existing booking system for the length of your stay.
Requests you create
Anything you submit through the app: housekeeping and cleaning requests, item or supply requests, laundry, in-room dining or delivery orders, activity bookings, and any notes or special instructions you add to a request.
Camera
The camera is used solely to scan your room's QR code so the app knows which room to attach your requests to. Luxelio does not take, store, or transmit photos or video.
Device & diagnostic information
Basic technical details — app version, device model, and operating system — used only to keep the app running correctly and to diagnose issues.
What we don't collect: precise GPS location, your contacts, your photo library, advertising identifiers, or any data through third-party analytics or ad SDKs — none are built into this app.
3. How We Use It
- To create, track, and fulfil the service requests you submit.
- To identify which room and stay a request belongs to, so the right property can act on it.
- To let hotel staff respond to you — for example, confirming a cleaning time or a delivery.
- To keep the app secure, reliable, and working as intended.
We do not use your information for advertising, and we do not build behavioural profiles for marketing.
4. Who Sees It
Requests and stay information tied to your room are visible to staff at the property you're staying at — the people who need them to actually clean your room, deliver an item, or confirm a booking. They are not visible to guests at other properties or other rooms.
Luxelio also uses infrastructure providers (for example, secure cloud hosting) to run the app and store this information; they process it only on our instruction and don't use it for their own purposes.
We do not sell your information, and we do not share it with advertisers or data brokers.
5. Data Retention
We keep your stay and request information for as long as needed to provide the service during your stay, and for a limited period afterward in case a request needs to be revisited or a support issue resolved. After that, it is deleted or anonymised.
6. Your Choices & Rights
- Cancel a pending request at any time from within the app.
- Contact the property's front desk, or us directly, to ask what information we hold about you, and to request that it be corrected or deleted.
- Decline the camera permission — the app will simply be unable to scan your room's QR code, which is required to use most features.
To make a request about your information, reach us using the details in Contact Us.
7. Children's Privacy
Luxelio is intended for adult hotel guests and is not directed at children. We do not knowingly collect information from children.
8. Security
Information is encrypted in transit between the app and our servers. Access to guest and request data is restricted to the hotel staff and systems that need it to provide the service.
9. Changes to This Policy
If we make material changes to how Luxelio handles your information, we'll update the date at the top of this page and, where appropriate, let you know in the app.
10. Contact Us
Questions about this policy or your information can be sent to contact@luxelio.ma.