Privacy Policy
Version of Sep 11, 2026
Who processes your data
In one sentence: Reserveon is the controller of the data processed on this site; the accommodation provider you booked is the controller of the data it receives in order to host you.
This Policy applies to Reserveon's site: the listings, the booking, your account, the pre-check-in and the panel used by partner accommodation providers.
Reserveon decides what is collected here and for what, and that is why it is the controller of that data under the definition of the Lei Geral de Proteção de Dados (Lei 13.709/2018, the LGPD).
The accommodation provider you booked receives the data needed to host you and to comply with the obligations the law imposes on it — among them the guest record required of accommodation businesses. Over that data, and from the moment it receives it, that provider is a controller in its own right and answers for what it does with it.
To talk about privacy, exercise any right or reach the officer in charge of personal data processing, use Reserveon's support channel.
What we collect
In one sentence: we collect what the booking requires, what arrival at the hotel requires and the technical minimum for the site to work — and nothing beyond that.
To create and maintain your account: name, email address and password. The password is stored encrypted and no one at Reserveon reads it.
For the booking: the name of each guest, contact email and phone, dates, room, occupancy, amount paid and the history of the booking — including cancellation and refund, where there is one.
For the pre-check-in: the type and number of the identification document and the date of birth of each guest, including any child or adolescent who is going to stay. Age is not a field: it is calculated from the date of birth.
For the payment: the means used and the transaction identifier. Reserveon does not store card numbers, security codes or bank passwords. When the payment is processed by a payment provider, it is that provider which receives and stores that data, under its own rules.
For the functioning of the site: access logs — date, time, IP address and the page requested — and the four cookies described in the Cookie Policy. We do not use audience analytics, advertising or third-party cookies, and there are no third-party scripts on our pages.
From whoever registers an accommodation provider: full name, CPF and date of birth of the legal representative, a photo of the identification document, company data and receiving-account data. The selfie from the identity verification goes straight to the payment provider's verification service and is not stored by Reserveon — not in a database, not in a file, not in a system log.
What we use it for, and on which legal basis
In one sentence: each use has a declared purpose and a legal basis under the LGPD, and none of them is advertising.
To perform the booking — to create and maintain your account, hold the unit, confirm the booking, send the confirmation and the receipt, process cancellation and refund, and deliver to the accommodation provider the data of whoever is going to arrive. Basis: performance of a contract to which you are a party, art. 7º, V, of the LGPD.
To allow the accommodation provider to comply with the guest record that Brazilian tourism legislation imposes on it. That is what the pre-check-in exists for. Basis: performance of a contract, art. 7º, V, and compliance with a legal obligation applicable to accommodation businesses, art. 7º, II.
To comply with legal obligations of our own — the retention of application access logs required by art. 15 of Lei 12.965/2014 (the Marco Civil da Internet) and the tax and accounting obligations of the operation. Basis: art. 7º, II.
To keep the platform secure — to prevent fraud, abuse and improper access to your account and to your booking. Basis: legitimate interest, art. 7º, IX, limited to what is necessary for that purpose.
To defend rights in administrative, judicial or arbitration proceedings, where that is the case. Basis: art. 7º, VI.
We do not sell your personal data, we do not use it for third-party advertising and we do not make automated decisions producing legal effects upon you.
Data of children and adolescents
In one sentence: we collect data of children and adolescents because arrival at the hotel requires it, and only for that.
When there is a child or adolescent in the booking, the responsible adult provides the name, the date of birth and the identification document — which may be the birth certificate, in the case of a child who does not yet have another document.
The processing of that data observes the best interests of the child and the adolescent, as art. 14 of the LGPD requires. The National Data Protection Authority established, in Enunciado CD/ANPD nº 1/2023, that such processing may rely on the grounds of art. 7º of the Law, and not only on consent, provided the best interests are observed — and that is the basis here: to perform the booking and to allow the arrival.
We do not ask the child or the adolescent for any data beyond what is necessary for the stay, we do not use it for advertising and we do not share it with anyone other than the accommodation provider where the stay takes place.
Processing outside Brazil
In one sentence: part of the infrastructure that makes the site work operates outside Brazil, and that is an international transfer with the safeguards the law requires.
The delivery of the pages and the storage of the data may take place on servers located outside Brazil, operated by the service providers named in the previous section.
That international transfer takes place on the grounds of art. 33 of the LGPD and with the safeguards laid down in Resolução CD/ANPD nº 19/2024, which approved the international transfer regulation and the standard contractual clauses.
The transfer does not change your rights: they remain those of the LGPD, and it is Reserveon that answers for them before you.
How long we keep it
In one sentence: each type of data has a period, and the number of the identification document is the one we keep for the shortest time.
Account: for as long as the account exists. If you ask for deletion, we close the account and erase its data, with the exception of what we need to keep out of a legal obligation or in order to defend a right.
Booking, payment and refund: five years counted from the check-out. The period follows art. 27 of the Código de Defesa do Consumidor, which is the time within which a claim for damages arising from a defect in the service may be brought, and the tax and accounting obligations of the operation. It is a choice of Reserveon anchored in those periods — there is no law setting five years for this record.
The type and number of the identification document and the date of birth, collected in the pre-check-in: erased within 30 days counted from the check-out. They exist for the arrival at the hotel and for the guest record that the law imposes on the property; once the stay is over, we have no purpose that would justify keeping them, and art. 15 of the LGPD requires processing to end when the purpose is exhausted. There is, today, no Brazilian rule setting a retention period for that data for us: Portaria MTur nº 41/2025, which established the digital guest record, determines in art. 12 that the data be kept only for the period necessary and, at the end, erased or anonymised.
Application access logs: six months, under confidentiality, as art. 15 of Lei 12.965/2014 determines.
Data from the registration of a partner accommodation provider: for as long as the partnership lasts and, after it, for the period in which we need it to comply with a legal obligation or to defend a right.
Once the period is over, the data is erased or anonymised. Anonymised data ceases to be personal data and may continue to exist in aggregate statistics, without identifying you.
Your rights
In one sentence: you may confirm, access, correct, port, erase and object — and ask for all of that through the support channel.
Art. 18 of the LGPD gives you the right to obtain from Reserveon: confirmation that we process your data; access to it; the correction of incomplete, inaccurate or out-of-date data; the anonymisation, blocking or erasure of unnecessary or excessive data or data processed in breach of the law; portability to another supplier; the erasure of data processed on the basis of your consent; information about who we share your data with; information about the possibility of not giving consent and the consequences of that; and the withdrawal of consent.
You may also object to processing carried out on the basis of legitimate interest, where there is a breach of the law.
To exercise any of them, talk to Reserveon through the support channel. We reply in simplified form immediately and, where the request calls for a complete statement, within 15 days, as art. 19 of the LGPD provides.
Some requests run up against a legal obligation: we cannot, for example, erase before its period the access log that the law requires us to keep, nor the record of a booking while it may still be required of us. Where that is the case, we say which obligation it is.
You may, at any time, lodge a complaint with the Brazilian National Data Protection Authority.
Security and incidents
In one sentence: we protect what we keep, and if there is an incident with relevant risk you and the ANPD are notified.
We adopt technical and administrative measures to protect your data: encrypted traffic, the password stored encrypted, role-based access control — including inside the partner panel, where financial data does not reach every profile — and separation of the identification document from the rest of the booking record.
No system is immune. If a security incident occurs that may entail relevant risk or damage to you, we notify you and the National Data Protection Authority within the period and in the form of art. 48 of the LGPD and of the incident notification regulation approved by Resolução CD/ANPD nº 15/2024.
Changes to this Policy
In one sentence: the version in force is the one published here, with the date at the top of the document.
This Policy changes when what we do with your data changes — and the change is published before it comes to apply, not after.
If the change is relevant to you, we tell you through the channels we have with you before it comes into force.
How to talk about privacy
In one sentence: Reserveon's support channel is the door, and it reaches the officer in charge of personal data processing.
Data subject requests, questions about this Policy and communications about personal data reach Reserveon through the support channel published on this site.
The officer in charge of personal data processing is the person designated by Reserveon to receive communications from data subjects and from the National Data Protection Authority, as art. 41 of the LGPD provides.