Privacy policy
Last updated: 24 September 2026
This policy explains how Serenity Property Management ("we", "us") collects, uses and protects personal data when we manage holiday homes in El Gouna, Egypt, and when people contact us, including through WhatsApp.
Who we are
Serenity Property Management is a property management company in El Gouna, Red Sea, Egypt. We are responsible for the personal data described in this policy. Contact: info@bookgouna.com, +20 103 969 8377.
Data we collect
- Homeowners: name, phone number, email address, preferred language, details of the properties we manage for you, your own stays and blocked dates, and financial information such as income, expenses and payouts for your property.
- Housekeepers and service staff: name, phone number, the cleaning and maintenance tasks assigned to you, your replies, and photos or notes you send about a property's condition.
- Guests: name, number of guests, stay dates and arrival times, received from booking platforms (such as Airbnb and Booking.com) or given to us directly.
- WhatsApp messages: when you message our WhatsApp Business number, we receive your phone number, WhatsApp profile name and the content of your messages, including photos and documents you send.
- Receipts and invoices for property expenses, which may contain supplier names and contact details.
- Our team's accounts: name, email address and a record of actions taken in our management system.
How we use it
- To manage bookings, calendars, cleaning, maintenance and check-ins for the properties we look after.
- To answer homeowners' questions and act on their requests, such as blocking dates for their own stay.
- To assign tasks to housekeepers and confirm they have been completed.
- To record expenses and produce monthly statements and payouts for homeowners.
- To keep an audit trail of changes, keep our services secure and meet our legal and accounting obligations.
We process this data to perform our agreements with homeowners and staff, for our legitimate interest in running the properties properly, to comply with the law, and, where required, with your consent. We do not sell personal data and we do not use it for advertising.
WhatsApp and automated assistance
We communicate with homeowners and staff through the WhatsApp Business Platform, provided by Meta. Messages to our number are answered in part by an automated assistant that can look up information about your own property and prepare requests for you to confirm. It can only see data related to the phone number it is talking to, and any action that changes a booking or calendar needs your confirmation first. A member of our team can review conversations and take over at any time. You can ask to speak to a person whenever you like.
You can stop receiving WhatsApp messages from us at any time by telling us in the chat or contacting us. We will then contact you by another agreed method where needed to manage your property.
Who we share data with
We share personal data only as needed to provide our services, with:
- Meta Platforms, which provides WhatsApp and delivers our messages.
- Anthropic, which provides the AI technology that helps us understand and answer messages and read receipts. It processes this data on our behalf and does not use it to train its models.
- Our hosting and infrastructure providers, which store our data securely.
- Booking platforms (such as Airbnb and Booking.com), for the reservations made through them.
- Our staff and contractors, such as housekeepers and technicians, limited to what they need for their task.
- Authorities, where the law requires it.
Some of these providers process data outside Egypt. When they do, we rely on their contractual commitments to protect it.
How long we keep it
We keep personal data for as long as we manage the property or work together, and afterwards for as long as needed to meet legal, tax and accounting obligations, which is normally up to five years. WhatsApp conversations are kept for up to two years unless they are needed for a dispute or legal obligation. After that we delete or anonymise the data.
Security
Access to our system is limited to authorised team members, each of whom sees only the properties they are responsible for. Connections are encrypted, and changes are logged.
Your rights
Under the Egyptian Personal Data Protection Law (Law No. 151 of 2020) and other laws that may apply, you can ask us to:
- tell you what personal data we hold about you and give you a copy;
- correct data that is wrong or incomplete;
- delete your data, where we no longer need it or are not required to keep it;
- restrict or object to certain uses, or withdraw your consent where we rely on it.
To make a request, contact us using the details below. We reply within 30 days. You can also complain to Egypt's Personal Data Protection Center.
How to delete your data
To have your personal data deleted, including your WhatsApp conversation history with us, email info@bookgouna.com or send a WhatsApp message to +20 103 969 8377 saying "Delete my data". We will confirm your identity using the phone number or email address we have on file, delete the data we are not legally required to keep, and confirm to you when it is done.
Children
Our services are not directed at children, and we do not knowingly collect children's personal data, except guest details that an adult provides when booking a stay.
Changes to this policy
We may update this policy. The date at the top shows when it last changed. Important changes will be communicated to homeowners and staff directly.
Contact
Serenity Property Management, El Gouna, Red Sea, Egypt
Email: info@bookgouna.com
Phone / WhatsApp: +20 103 969 8377