We process personal data only to manage your reservation, meet legal obligations and protect the apartment. We never sell your data and never use it for advertising.
Five Star Escape, Galaxy Residence / Doret El Menzah 9C, Tunis, Tunisia, is responsible for the personal data described in this policy. You can reach us at info@fivestarescape.org.
This policy covers the personal data we process through fivestarescape.org, through the guest portal you use before your arrival, and in the administration of your stay — including reservations that reach us through Booking.com, Airbnb or another booking platform.
To create and manage your reservation we process your name, contact details, stay dates, number of guests, chosen extras and payment status. In practice that means:
We need these details to perform the reservation agreement with you: to confirm your dates, to send you the payment request and the check-in information, and to answer your questions about the stay.
A reservation that comes to us through a booking platform is sometimes taken over into our own administration from a screenshot of that platform's reservation page. Your host uploads the screenshot and an AI service reads the fields from it: the guest name, the e-mail address and the phone number as the platform shows them, the number of guests, the stay dates, the amount, and any other text that is legible on the image. The screenshot itself is not stored — only the text read from it, so that your host can check the result before it becomes a reservation.
This is a tool your host uses to avoid retyping a booking; you never start it yourself, and it runs only where we have configured it. The other way of reading such a screenshot, plain text recognition, runs entirely inside your host's browser and sends nothing anywhere.
Guest registration is a legal requirement for short stays in Tunisia. Identity or passport documents are uploaded through a secured portal and kept in shielded storage that is not publicly reachable; our storage provider encrypts the files at rest. They are automatically deleted 30 days after your stay.
We ask for one passport or identity document per overnight guest and for nothing beyond that. The uploads are visible to your host and to the colleagues we have expressly authorised to review them, and we use them for no purpose other than the registration that the law requires.
Payments run through Stripe. We never see or store your card number: Stripe handles the payment and returns only a reference to it — a Stripe customer and payment-method reference — together with the card brand and the last four digits, so that you and we can recognise the registered card.
Where a card is registered for the damage policy, that Stripe reference is detached within 30 days after check-out. If a documented damage claim is still running at that moment, the reference is kept until that claim has been settled and is detached afterwards.
Not every payment runs through Stripe. Where you pay us in another way — by bank transfer, for instance — we record with your reservation that the amount was received manually, together with the amount and the date. No card data is involved in that case.
When you accept our Terms & Conditions we record which version you accepted, the moment of acceptance, the language shown to you and the page you accepted them on. We do not record your IP address for this purpose.
This record stays with your reservation so that we can show afterwards which version of the Terms applied to your stay. The separate acceptance of the damage policy is recorded in the same way, including where it was given.
If we find damage or exceptional costs after your stay, we document the claim before anything is charged: photographs, the inspection record of the cleaning team, contractor assessments, repair quotations and invoices.
You always receive that documentation by e-mail first and have 48 hours to respond before any documented amount may be charged. The documentation is kept with your reservation as part of the reservation administration.
Five Star Escape may use a disclosed exterior doorbell or security camera (Ring) monitoring the apartment entrance and the access area directly around it, for access verification, safety, incident investigation and property protection. No Five Star Escape camera monitors private interior living or sleeping areas. Footage is only reviewed when there is a concrete safety or incident reason and is not retained longer than necessary.
Article 16 of our Terms & Conditions sets out the same rule; article 9 lists doorbell-camera footage among the evidence that may be used when an incident is investigated.
Everything you send us yourself is filed with your reservation: a concierge or service request from the guest portal, with the date, time, number of guests and options you choose and the note you add to it, and any extra you order there.
Correspondence about your stay, by e-mail or WhatsApp, is stored with the same reservation so that everyone who helps you sees one history instead of scattered messages. The guest portal does not ask you to upload photographs; the only document you upload there is the identity document described in section 3.
You can ask us for a concierge service without having booked with us — for instance when you are staying at the apartment through Booking.com or Airbnb. For such a request we process your name, your e-mail address and, where you give one, your phone number, together with the booking reference and the stay dates you enter, the service and the options you select, and the free text you add to it.
We use those details to answer the request and, where you want the service, to arrange and deliver it. The form carries a separate box, never ticked in advance, for news and offers; whether you tick it changes nothing about the request itself, and you can withdraw that permission at any time. Requests that stay unconnected to a reservation are deleted on the schedule set out below.
After your stay we may invite you to write a review. The form asks for your country, a title and the text of your review, an overall score and separate scores for cleanliness, comfort, location, communication and value. It does not ask for your name; reviews that we take over from a booking platform carry the name that platform displays.
A review is published only where you tick the box that permits it, and it does not appear straight away: every review first comes to us for approval. Publication is public in the full sense — the country you entered and the text you wrote become visible to every visitor of the website, so write them with that in mind. The link between a review and your reservation stays internal and is never shown. Tell us and we take a published review offline again.
If you sign up for our newsletter we store your e-mail address, the language you signed up in, the page the sign-up came from, the version of the consent text you agreed to and the moment you agreed to it, and afterwards the moment you confirmed and the moment you unsubscribed. Once you confirm, a personal discount code is created and kept with your subscription.
Signing up is double opt-in: the form sends you an e-mail with a confirmation link, and you receive nothing else from us until you have clicked it. A sign-up that is never confirmed expires by itself. Every newsletter carries an unsubscribe link and you can unsubscribe at any moment; we keep the record that you unsubscribed so that you are not mailed again.
For visitor statistics on the public website we use Plausible. It counts page views and a handful of steps in the booking funnel — a booking form opened, a booking confirmed, a concierge request sent, a newsletter sign-up completed — without placing cookies and without recording data that identifies you. Because it holds no personal data it does not ask for your consent, and there is nothing about it to switch off in the cookie banner.
Microsoft Clarity shows us how visitors use the public website, through heatmaps and session recordings. It runs only after you have explicitly accepted it in the cookie banner, and only then are cookies placed. Declining places no cookies and changes nothing about your booking.
You can change your choice at any time through the cookie preferences link in the footer. Withdrawing your consent stops that measurement and removes our own Clarity cookies; Microsoft's own cookies (clarity.ms) can be removed through your browser settings.
We do not keep personal data longer than we need it for the purpose it was collected for.
We never sell your personal data and we never share it for advertising. We share only what is necessary, with:
You can ask us at any time for access to the data we hold about you, for a correction, or for its deletion. Write to info@fivestarescape.org and we will handle your request personally. Where a legal obligation requires us to keep something — the reservation administration, for instance — we will tell you which data that concerns and why.
We do not sell your data, we do not use it for advertising and we do not build profiles of you. The only measurement that places cookies is Microsoft Clarity, and it runs only after you have accepted it.
Questions about this policy, or about the data we hold about you? Write to us — we answer in English, French and Dutch.
Five Star Escape Galaxy Residence / Doret El Menzah 9C Tunis, Tunisia
Email: info@fivestarescape.org Website: fivestarescape.org
