Guests can ask you what personal details you hold about them, and ask you to delete them. NomNom gives you what you need for both: a download of their bookings and their booking history to answer the first, and Erase guest for the second. If you’re unsure what the law asks of you, the Information Commissioner’s Office website (ico.org.uk) explains it, including how quickly you need to reply.
First, check it’s really them
Before you send anyone a guest’s details or delete them, make sure the request comes from that guest. A simple way is to reply to the email address, or ring the number, that’s on their bookings.
When a guest asks for a copy of their data
1. Find their bookings. In NomNom Web, open Search and type their email address, mobile number or name. You’ll see their bookings, past and future, and their guest record under Customers (see Finding any booking by name, reference, phone or email and Looking up a guest and their booking history).
2. Download a Data Export and keep only their rows. Make an export in the admin dashboard (see Downloading a backup of your bookings (Data Export)), open it and filter the Email or Mobile column. Search for the last six digits of their mobile, because the same number may be written starting 07 or +44.
3. Add what the export doesn’t include. Open one of their bookings and look at:
- Guest profile (or Customer Details in the phone app): whether they’re a VIP and any guest notes about them (see Marking a guest as a VIP and keeping notes about them).
- Each booking’s Internal notes (staff only), and any dogs recorded.
- The Messages sent to them (see Checking what was sent to a guest: the Messages section).
- Card & Payments, for any deposit or card payment.
4. Send it to them. Reply with the spreadsheet and anything else you’ve gathered, to the address you checked in the first step.
When a guest asks you to delete their data
An admin can use Erase guest. In NomNom Web, click one of their bookings and find it under Guest profile in the side panel; in the phone app, open the booking and tap Name. You type ERASE to confirm.
Their name becomes Erased guest, and their email, mobile, notes, allergies and dog details are cleared from their profile and from every booking of theirs. The bookings themselves stay, so your covers and payments still add up. It can’t be undone. Everything it clears and keeps, step by step, is in Erasing a guest’s personal details.
Good to know
- Admins only. Only admins can download a Data Export or erase a guest (see What Admin, Standard and Read-only staff can do).
- Each venue is separate. If they’ve booked at more than one of your venues, do this at each one.
- A booking still to come? Erasing clears their contact details and allergies from it too. Cancel it first if they won’t be coming, or wait until after their visit.
- Copies outside NomNom. Erasing doesn’t reach copies held elsewhere: exports you’ve already downloaded, your Mailchimp audience if you use it, and the card payment records in your Stripe account. Remove them there too.
- Need a hand? Email support@nomnom-app.net.