LEGAL
Privacy Policy
Extraordinary Stays
Last updated: 5 October 2026
1. Who we are
Extraordinary Stays is a trading name of Extraordinary Talent Solutions (Pty) Ltd, registration number 2021/850695/07, a company registered in South Africa. We operate serviced apartments in Cape Town and are the responsible party for the personal information described in this policy under the Protection of Personal Information Act 4 of 2013 (POPIA).
- Registered address
- 15 Gerrie Avenue, Tokai, Cape Town, Western Cape, 7805, South Africa
- Website
- extraordinarystays.co.za
- +27 76 523 8784
For privacy enquiries or to contact our Information Officer, please use the email address above.
2. What we collect, and where it comes from
When you book with us—through our website, a booking platform such as Booking.com or Airbnb, or directly by WhatsApp, email or phone—we may receive your name, contact details, stay dates, apartment, number of guests, booking reference and rate.
Before arrival, we may ask for refreshment and pillow preferences, parking and vehicle details, arrival time, a photograph where required for building access, and an identity document for each adult guest. During your stay we retain relevant messages and emails so we have a record of what was requested and arranged. When you use our website, we may collect standard technical information such as your IP address and browser type.
Please do not send us health, religious, political or other special personal information.
3. Why we collect it
- To confirm and manage your booking and prepare your apartment.
- To arrange building access and communicate before, during and after your stay.
- To provide services included with your rate and keep required financial records.
- To answer questions, resolve complaints and defend legal claims.
Preferences are voluntary. A photograph or identity document may be required where necessary for access control or as a condition of booking; please contact us before arrival if you have concerns.
4. Photographs and identity documents
We request a photograph only when needed for the building’s access-control system. Once sent to that provider, we delete it from our own systems and do not use it for another purpose. Identity documents are passed to our booking-platform operator for incident and booking administration, then deleted from our own systems. We do not use either for marketing.
The relevant provider may retain information under its own rules. You may withdraw consent by contacting us, although this may affect our ability to arrange access or complete a booking.
5. Who else sees your information
We share only what is necessary with our booking platform provider GuestWisely (operated by Soughted), building access-control provider, WhatsApp/Meta, cleaning and guest-service teams, restaurant partners where a voucher applies, professional advisers, and authorities where legally required. We do not sell personal information or share it with advertisers.
6. Information sent outside South Africa
WhatsApp, website hosting, booking systems and international travel platforms may process data outside South Africa. We rely on POPIA section 72 safeguards, contractual protections and transfers needed to perform our contract with you.
7. How long we keep it
- Photographs and identity documents: deleted from our systems once passed to the relevant provider.
- Booking records: generally seven years for tax and accounting purposes.
- Preferences and correspondence: generally three years after your last stay, unless needed for an ongoing matter.
- Website analytics and cookie data: generally up to twelve months.
When a retention period ends, we delete or anonymise the information.
8. How we protect it
Access is restricted to people who need the information to do their jobs. Our systems use individual logins and appropriate security measures. No system is perfectly secure; if a breach creates a real risk of harm, we will notify affected people and the Information Regulator as POPIA requires.
9. Cookies
Our website may use cookies necessary for it to function and, where enabled, analytics cookies that help us understand site use. You can block cookies in your browser settings, although this may affect some functionality.
10. Your rights
Under POPIA you may ask what we hold about you, request a copy or correction, ask for deletion where there is no lawful reason to retain it, object to processing, withdraw consent and opt out of direct marketing. Email us to exercise these rights. We may first need to verify your identity. Requests for records are handled under the Promotion of Access to Information Act 2 of 2000; our PAIA manual is available on request.
11. Complaints
Please contact us first so we can try to resolve your concern. You may also contact the Information Regulator (South Africa): toll-free 0800 017 160, telephone 010 023 5200, email enquiries@inforegulator.org.za, or visit inforegulator.org.za.
12. Changes to this policy
We may update this policy. The version published on extraordinarystays.co.za is the current one, and the date above shows when it last changed. We will communicate material changes where appropriate.
This is version 1 of the policy and may be refined as our booking and analytics services are finalised.