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Privacy Policy

Last updated: 14 September 2026

NEO Cosy Homes respects your privacy and is committed to protecting the personal information of our guests, prospective guests, website visitors and other persons who communicate with us.

This Privacy Policy explains how we collect, use, store and process personal information when you use our website, make a reservation, stay at one of our properties, communicate with us, or interact with our digital guest services, including through WhatsApp.

1. Who we are

NEO Cosy Homes provides short-term accommodation and related guest services.

For the purposes of applicable data protection legislation, including the General Data Protection Regulation (GDPR), the data controller is:

s.c. Optilog Management s.r.l.
Trading as: NEO Cosy Homes
Registered address: str. Rodin, nr. 5, com Dumbravita, Timis.
Registration / company number: RO41444639
Email: botserban@yahoo.com

Website: www.neocosyhomes.com

2. Information we may collect

Depending on how you interact with NEO Cosy Homes, we may process information including:

  • your name and contact details;

  • telephone number and email address;

  • reservation and accommodation details;

  • check-in and check-out information;

  • information necessary to provide your stay and guest services;

  • communications and messages exchanged with us;

  • requests, questions, preferences and feedback you voluntarily provide;

  • information concerning issues reported during or in connection with your stay;

  • technical information generated when you interact with our website or digital services;

  • other information reasonably necessary to manage your reservation, stay or communication with us.

We aim to collect only information that is relevant and necessary for the services we provide.

3. How we use your information

We may use personal information to:

  • process and manage reservations;

  • provide accommodation and guest services;

  • communicate important information before, during and immediately after a stay;

  • provide check-in and check-out assistance;

  • answer guest questions and service requests;

  • manage operational matters relating to a reservation or property;

  • handle feedback, complaints or problems requiring human assistance;

  • provide customer support;

  • respond to new accommodation enquiries;

  • improve our guest experience and internal operations;

  • maintain the security and reliability of our services;

  • comply with legal, regulatory, accounting and administrative obligations.

Where required by law, processing is based on the performance of a contract, compliance with a legal obligation, our legitimate interests, your consent, or another lawful basis available under applicable data protection legislation.

4. WhatsApp and digital guest communication

NEO Cosy Homes may use WhatsApp to communicate with guests and prospective guests.

Our WhatsApp communication system may be used for matters such as:

  • pre-arrival information;

  • guest assistance;

  • information relating to an active stay;

  • check-in and check-out communication;

  • operational notifications;

  • guest feedback;

  • support requests;

  • new accommodation enquiries.

Messages may be processed through the WhatsApp Business Platform provided by Meta and through NEO Cosy Homes' own systems and authorised service infrastructure.

When you communicate with us through WhatsApp, information such as your telephone number, profile information made available through WhatsApp, message content and relevant message metadata may be processed in order to receive, understand, route and respond to your communication.

Your use of WhatsApp is also subject to the applicable terms and privacy practices of WhatsApp and Meta.

5. Automated communication and Mr. NEO

NEO Cosy Homes may use automated systems to assist with guest communication and operational workflows.

Our digital guest communication service, which may be presented as Mr. NEO, can assist with routine communication before, during and following a stay.

Automation may be used to provide information, collect guest selections, process responses, route requests and identify situations that require attention from a member of our team.

Where appropriate, a conversation or relevant information may be escalated to a human operator.

Automated systems are intended to support the guest experience and our operations. We do not intend to use these systems to make legal or similarly significant decisions about individuals solely through automated processing.

6. Human assistance and internal routing

Communications may be routed internally depending on the context of your relationship with NEO Cosy Homes.

For example, communications relating to an active or recently completed stay may be directed to the team responsible for guest support, while a new accommodation enquiry received after a previous guest journey has ended may be directed to the team responsible for reservations.

Relevant information may be shared internally only to the extent reasonably necessary to respond to the request and provide the appropriate service.

7. Service providers

We may use trusted service providers and technology platforms to operate our website, reservation systems, communications and internal processes.

These may include providers of:

  • website and hosting infrastructure;

  • booking and property-management technology;

  • messaging and communications infrastructure;

  • WhatsApp Business services;

  • cloud and database infrastructure;

  • payment processing;

  • analytics and operational technology.

Such providers may process information on our behalf or in accordance with their own applicable privacy obligations.

We seek to use service providers appropriate for the services being provided and to limit access to information to what is reasonably necessary.

8. Sharing personal information

We do not sell your personal information.

We may disclose personal information where reasonably necessary to:

  • provide a service requested by you;

  • operate and support a reservation or stay;

  • use authorised technology and service providers;

  • protect our guests, business, properties or legal rights;

  • comply with applicable laws or lawful requests from competent authorities;

  • establish, exercise or defend legal claims.

9. International data transfers

Some technology providers used by NEO Cosy Homes may process or store information outside Romania or the European Economic Area.

Where applicable, such transfers are handled using mechanisms recognised under applicable data protection legislation, including adequacy decisions, appropriate contractual safeguards or other lawful transfer mechanisms.

10. Data retention

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, including the provision of guest services, management of reservations, operational requirements and compliance with applicable legal, accounting and regulatory obligations.

Different categories of information may therefore have different retention periods.

When information is no longer required, it may be deleted or anonymised in accordance with our applicable processes and legal obligations.

11. Data security

We use reasonable technical and organisational measures designed to protect personal information against unauthorised access, disclosure, alteration, loss or misuse.

However, no internet-based communication or electronic storage system can be guaranteed to be completely secure.

12. Your rights

Subject to the conditions provided by applicable law, you may have the right to:

  • request access to personal information concerning you;

  • request correction of inaccurate or incomplete information;

  • request deletion of your personal information;

  • request restriction of processing;

  • object to certain processing;

  • request data portability where applicable;

  • withdraw consent where processing is based on consent;

  • lodge a complaint with a competent data protection supervisory authority.

These rights may be subject to legal limitations or obligations requiring us to retain certain information.

13. Marketing communications

Where NEO Cosy Homes sends marketing communications, we will do so in accordance with applicable law.

Where consent is required, you may withdraw that consent or opt out of such communications at any time.

Operational messages concerning a reservation, stay, service request or other existing relationship may be treated differently from marketing communications.

14. Cookies and website technologies

Our website may use cookies and similar technologies necessary for its operation, functionality, security, analytics and other permitted purposes.

Where required, additional information and choices concerning cookies are provided through the website's cookie notice or consent mechanism.

15. Third-party websites and services

Our website or communications may contain links to services operated by third parties.

NEO Cosy Homes is not responsible for the privacy practices of independent third-party websites or services. We encourage users to review the applicable privacy information provided by those services.

16. Changes to this Privacy Policy

We may update this Privacy Policy when our services, technology, legal obligations or data-processing practices change.

The current version will be published on this page together with its latest revision date.

17. Contact

For questions about this Privacy Policy or requests concerning your personal information, please contact:

NEO Cosy Homes
s.c. Optilog Management s.r.l.
Email: botserban@yahoo.com
Address: str. Rodin, nr. 5, com. Dumbravita, jud. Timis

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