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Privacy

Privacy Policy

This policy explains what information Flexstay collects and how it is used to manage enquiries, reservations, guest accounts, payments, support, and customer messages sent through connected channels.

Controller and contact

Flexstay Bangkok is responsible for personal information collected through this website and its customer-support channels. Contact contact@flexstaybkk.com for privacy questions, access requests, corrections, or deletion requests.

Information we collect

  • Contact details such as name, email, phone number, and WhatsApp number.
  • Booking details such as selected property, dates, guests, payment status, and reservation history.
  • Messages, support requests, reviews, and account preferences you choose to share.
  • Messenger and Instagram Direct account, conversation, message, recipient, and delivery identifiers supplied by Meta when you contact Flexstay through those channels, together with the message body and timestamps needed to handle the conversation.
  • Agent-generated reply previews or queued outbound text, matching requirements, handoff reasons, delivery state, and human review evidence when the messaging workflow prepares or reviews a reply.

How we use information

  • To check availability, process reservations, send booking updates, and support guest stays.
  • To manage customer accounts, booking history, reviews, and operational records.
  • To answer Messenger and Instagram Direct enquiries, match requests against current Flexstay listing and availability data, prepare replies, and route questions to a human when needed.
  • To prevent duplicate processing, enforce reply-window and handoff rules, investigate uncertain delivery, and keep an operator record of delivery decisions.
  • To improve property information, pricing, support, and guest communication.

Advertising measurement

The cookie notice lets you allow or decline advertising measurement for Google and Meta. You can review, change, or withdraw your choice at any time using the control on this page. Before you allow cookies, Google may receive limited cookie-free measurement signals. When allowed, advertising click identifiers and a non-identifying booking reference help measure results. Personalised advertising is disabled. We also store a random enquiry reference for up to 30 days. If you choose to open WhatsApp, that reference and a general source label are included in the draft message so our team can connect an enquiry with its booking outcome. Raw ad-click IDs and payment-return tokens are not included in that message.

Meta measurement

When advertising measurement is allowed in the cookie notice, the Meta (Facebook) Pixel can receive website activity and browser identifiers. After a guest returns from checkout, we ask Stripe to confirm that the deposit was paid before sending a Purchase event with the paid deposit amount and currency. For stronger ad measurement, we may securely hash the guest's email and phone number and send only those hashes with the paid-booking event to Meta. The measurement choice recorded when checkout begins controls whether that resulting paid-booking event can include contact hashes. Changing your choice on this page controls later browsing and new checkouts. If measurement is declined before a checkout begins, we do not send guest contact details through this integration. We do not send raw contact details, a raw booking ID, or a payment-return token to Meta in Purchase events. Browser privacy settings may also prevent Pixel measurement.

Payments

Payment details are processed by payment providers such as Stripe. Flexstay does not store full card numbers on this website.

Sharing

Information may be shared with Meta for Messenger and Instagram delivery and event handling, with hosting and database providers, with the AI service used by the deployed agent to prepare a response, and with authorised Flexstay personnel or property operations partners when needed to complete a booking, review a handoff, or support a stay. We share only what is needed for the relevant task.

Access limits and requests

The deployed messaging records are kept in server-side systems and are not exposed to public or ordinary client roles. Authorised Flexstay operators may review the relevant message preview, channel identifiers, handoff reason, delivery state, or review evidence when needed for support or delivery recovery. You may contact contact@flexstaybkk.com to request access, correction, deletion, restriction, or a copy of personal data we hold about you, subject to applicable law and records we must or reasonably need to retain.

Messaging retention

Message history, delivery receipts, queued reply records, and operator actions are subject to a policy-controlled retention setting. The retention period is currently unset in the deployed system, so no automatic deletion period has been selected. Unresolved delivery work may be kept until it is reviewed. We may retain booking, payment, tax, fraud-prevention, security, and dispute records where required or reasonably necessary under applicable law.

Data deletion

See the Data Deletion Request page for the information to include when asking Flexstay to delete website or Messenger/Instagram records. We do not promise a fixed processing deadline or automated deletion, and we may need to verify a request and retain some records where applicable law permits or requires it.