Privacy Policy

Camping du Lac de Carouge — last updated: 21 October 2026.

1. Who are we?

Camping du Lac de Carouge is operated by SAS SELYV, 670 Allée du Lac, 73250 Saint-Pierre-d'Albigny, France (SIRET 534 113 261 00018, tel. 04 80 81 97 90).

It is the company that decides why and how your data is used: it is the data controller within the meaning of the General Data Protection Regulation (GDPR).

If you have any questions regarding your data, or wish to exercise your rights (§ 12) :

  • [email protected], for the attention of Mr Johann Rigollet, Data Protection Officer;
  • or by post to the address above.

This policy covers the website, bookings and stays, the campsite app, messaging (chat), emails we send to you and customer reviews. It also covers the tools used by our team in relation to visitors and customers. Campsite staff receive a separate information notice. The campsite’s Wi-Fi and CCTV are covered in Section 8a.

2. In brief

  • visit the website — the cookies you accept; your IP address, the time taken to display the page and in our technical logs; to measure audience figures, analyse our adverts and protect the website; depending on your choices; logs: § 11
  • book and stay — your identity, contact details, your stay; to manage your booking and welcome you; 3 years; invoices 10 years
  • use the app — your email address, your bookings, your stays; to show you your booking details and manage your bookings; 3 years after your last use
  • contact us (chat, Messenger, Instagram, email) — your messages and contact details; to reply to you; 3 years after your last message
  • if you’re a customer — your email address; to send you our newsletters and offers — which you can opt out of at any time; 5 years after your last contact
  • leave a review — your name, your ratings, your comment; to reply to it and publish it if we choose to; 3 years, or for as long as it is displayed on our website
  • use our Wi-Fi, walk past a camera — your connection logs; your image; legal requirements; security; 1 year; approximately 1 month

We never sell, rent out or exchange your data.

3. The website

What we collect. When you browse campinglacdecarouge.fr:

  • the cookies and trackers that you accepted in the banner displayed on your first visit. Those that are not essential to the functioning of the website are only stored with your consent, which you can withdraw at any time via the ‘Manage my cookies’ link at the bottom of each page;
  • a hash of your IP address when you click on ‘Book’ or ‘View price’: this is used solely to limit repeated requests, is calculated using a key that changes daily, and is deleted by the end of the same day at the latest.

The trackers used, with your consent:

  • Google Analytics — Google; measuring website traffic
  • Google Ads — Google; measuring the effectiveness of our adverts
  • Cloudflare Web Analytics — Cloudflare; visitor statistics
  • Chat page tracking — the campsite; to show our team which pages you’re viewing, so we can respond more effectively if you contact us

Embedded content. The photos of our accommodation, in the pricing blocks, are loaded from the server of our booking software (Secureholiday), and the logos of the review sites, in the reviews block, are loaded from Google: both therefore see your IP address.

Technical logs. Like any server, ours record every request received — page address, browser, date — without your IP address, which is masked. These logs are used for security purposes and to resolve faults, and are automatically deleted (§ 11).

4. Your booking and your stay

What we collect. When you make a booking – online, by telephone or at reception – we collect: your identity, your contact details (email, telephone number, address), the composition of your group, the dates, your accommodation, the services booked and payment details. For customers who are foreign nationals, we are required by law to complete an individual police registration form.

Why, and on what basis? To manage your booking, prepare for your arrival and the services you have requested (linen, fridge, cleaning, etc.), to invoice you — this is part of fulfilling the contract — and to comply with our legal obligations (accounting, tourist tax, police registration form).

The information requested at the time of booking is essential: without it, we cannot process your booking. A police record form is compulsory for guests of foreign nationality; the law allows the police and gendarmerie to access this information.

What we do with it next. Your file is used to:

  • our customer database, which we use to recognise you from one stay to the next, regardless of how you contact us, and to write to you (§ 7) — our legitimate interest in knowing our customers;
  • our analysis of bookings, to set our rates — our legitimate interest in managing our operations. Names and postcodes are deleted from this data after 3 years (§ 11);
  • the feedback request you receive after your stay (§ 8) — our legitimate interest in assessing the quality of our service;
  • the display of your stay in the campsite’s app, if you use it (§ 5).

Our booking service providers: our booking software (Inaxel), installed on a computer at our reception desk, to which the software provider can connect remotely to provide support; our online booking engine (Ctoutvert — Secureholiday, European Union); and the service provider that developed the website and its booking module (DEVOLTA, France).

5. The motorhome app

What we collect.

  • Email address, password (hashed: we do not know it) — when creating an account; to log in
  • Registration for events and services — each time you register; to manage places
  • Your choice not to receive our offers by email (optional tick box) — when you create your account; to respect your opt-out (§ 7)
  • Name on the booking, arrival date, message — if you select ‘I can’t find my booking’; to enable reception to locate it

You can use the app without creating an account. It does not collect your location, your contacts or your photos.

Your bookings, taken from our customer database. If your email address is confirmed, the app displays the bookings made in your name by reception: booking number, dates, type of accommodation, number of guests, status. This information does not come from you but from our booking system (§ 4), via our customer database; the pitch number is neither stored nor displayed by the app. No information is requested until your email address has been confirmed. If reception cannot find your booking under your email address, they can link it to your account manually; the name of the person who made the booking is then retained with this link.

Conversely, our customer database receives the confirmed address from your account and your registrations, so that we can link them to your customer record — or create one, using just your address, if you do not yet have one. The reception team also receives every registration and every report by email.

Reminders. When you sign up for an event, the app can set a reminder on your phone. It is calculated on your phone: nothing is sent to generate it.

Legal basis: the performance of the contract (your stay).

Your tools, in the ‘Stay’ tab: ‘Export my data’ provides you with a file containing your data; ‘Delete my account’ immediately deletes your account and everything associated with it within the app. This button does not delete your record from our customer database – which also contains your bookings – nor your conversations with reception, nor the emails they have already received: to do this, please contact us (§ 12).

Minors. The app is for users aged 15 and over only. For users under this age, the account must be created by a parent or legal guardian, who agrees to this policy on their behalf.

Storage. The app’s data is hosted by Supabase in the European Union (Ireland). It does not use cookies: a session token, stored in your phone’s secure vault, keeps you logged in.

6. Messaging: chat, Messenger, Instagram, email

What we collect. When you contact us via the website chat, the app chat, Messenger, Instagram or by email: your name and contact details, if you provide them, your messages and any files you attach. Via the chat function, we also record technical information – such as your IP address, browser, operating system, language and an approximate location (country, city) derived from your IP address – on our own servers.

Pages viewed. If you accept this in the cookie banner (§ 3), the chat module – which appears on every page of the website – stores an identifier in your browser that allows us to link your successive visits, and sends us the last 100 pages you have viewed — even if you do not contact us. These are retained for a maximum of 13 months.

If you open the chat from within the app whilst logged in, it sends your account ID, your email address and a name (the one on your booking, or otherwise the start of your email address) to the chat, so that you don’t have to type them in again — nothing else.

Why? To reply to you (our legitimate interest in responding to enquiries we receive; the performance of the contract during your stay), and so that the person replying to you knows, if you have stayed with us before, which stay you have booked: the conversation is linked to your record in our customer database, or a new record is created if you do not already have one.

Automated assistant. On both the website and app chat functions, replies may be generated by an automated assistant based on an artificial intelligence model (Claude, developed by Anthropic). It identifies itself as such in its very first message. Depending on our settings, it either suggests a reply which the team reviews, or replies directly; it always hands over to the team for matters involving the campsite (bookings, payments, cancellations) or if it does not know how to respond. It only receives the content of the conversation: neither your name, nor your email address, nor your IP address, nor your location — except for what you yourself write in your messages.

Who is involved. The campsite team; Microsoft, for emails; Meta, solely for conversations from Messenger and Instagram, which it processes on its own behalf; DeepL, for translation, when the team activates it for a conversation; Anthropic, for the assistant; Expo and Google, to notify the team on their phone (your name and the start of the message).

Our team’s ‘Camping Chat’ app. Team members who respond via their mobile phones use a staff-only app. It manages their account details (email, password), a session token stored on the device and a notification token (Expo, Google), in addition to the conversations described above.

7. The emails we send you

We distinguish between four types of email, and you can opt out of each one separately, except for the first one:

  • Relating to your stay (confirmation, practical information) — performance of the contract; no — you cannot cancel your own booking
  • Surveys (your feedback on your stay) — legitimate interest, if you are a customer; yes
  • Holiday offers — legitimate interest if you are a customer; your consent otherwise; yes
  • Newsletter — legitimate interest if you are a customer; your consent otherwise; yes

If you have previously stayed with us, we may offer you similar stays without first seeking your consent, as permitted by law (Article L34-5 of the French Postal and Electronic Communications Code) — provided that you may opt out at any time. If you have never stayed with us, we will only contact you with your consent.

If you create an account on the campsite’s app, there is a tick box allowing you to opt out of our offers and newsletter as soon as you register.

You can opt out at any time. Every message includes an unsubscribe link: you can use this to opt out of receiving this type of message, or select ‘Do not send me any more messages’. Most email clients also offer an ‘Unsubscribe’ button, which works with a single click. Once you have opted out, this applies to all our newsletters, offers and surveys, as well as our invitations to share your views.

What we offer. When selecting the holidays we suggest to you, we take into account your previous holidays (type of accommodation, dates, budget, number of people). You may opt out of this selection process, as well as from the marketing communications themselves.

Measuring opens and clicks. We count how many times each email has been opened and how many times the links within it have been clicked, in total, without knowing who opened what.

Sending. Our letters, offers and surveys are sent via Mailjet (Paris), which delivers them on our behalf within the European Union; our email replies are sent via Microsoft 365; and booking emails are sent via our booking software (Inaxel) and our online booking engine (Secureholiday).

8. Customer reviews

What we collect. Via our review form: the name you provide, your ratings, your comment, the type and date of your stay, and — if you accessed the form via our invitation link — your customer number, which links the review to your profile. The form does not record your email address or your IP address (although our technical logs do: § 3). We also collect the reviews you post on Google, TripAdvisor, Guest Suite or Pages Jaunes, so that we can respond to them.

Request for feedback. After your stay, you may receive an email from us inviting you to provide feedback. You can opt out of these invitations at any time.

Publication. We may publish on our website any reviews we choose — whether submitted to us or posted on Google, TripAdvisor or Guest Suite — along with the name under which they were published, your ratings and your comment. If you do not wish one of your reviews to appear there, please contact us.

Why? Because it is in our legitimate interest to understand and communicate the quality of our service, and to respond to the feedback we receive.

Storage. Reviews are stored on Notion, in the United States. To help us respond to them, an artificial intelligence assistant (Anthropic, based in the United States) may receive a review and the name of its author.

8a. Wi-Fi and CCTV

Wi-Fi. When you connect to the campsite’s Wi-Fi, our equipment (Ubiquiti) records connection data: your device’s hardware address (MAC address), IP addresses and connection dates — but not the websites you visit. The law requires providers of public internet access to retain this data for one year; we only disclose it to the authorities if they request it within a legal framework.

CCTV. Cameras are in place to protect people and property in certain areas of the campsite, which are indicated by signs. The footage is recorded on site, retained for approximately one month and then automatically deleted, and may only be viewed by the management or, upon request, by the police. You may request to view any footage in which you appear during this period.

9. Who receives your data?

Our team, each member according to the requirements of their role. Our systems are interconnected: whatever you provide to one of them (your booking, a conversation, a review) may appear in your customer profile, so that we can recognise you.

Our service providers, who act on our behalf and in accordance with our instructions:

  • OVH SAS — hosting our servers and their backups; Germany and France
  • Supabase — hosting the campsite app; Ireland
  • Mailjet (Sinch) — sending our newsletters, offers and emails from the app; European Union
  • Microsoft — our email service; France
  • DeepL — to translate a message, if requested by the team; Germany
  • DeepL, Google Cloud, Microsoft Azure — to translate an email or document that we send to you; Germany; the European Union or the United States
  • Anthropic — automated chat assistant, helping with responses to reviews and translations; United States
  • Notion — storing reviews; United States
  • Expo, Google — notifying the team of a new message; United States
  • Inaxel (remote support, via TeamViewer); Ctoutvert — Secureholiday; DEVOLTA — booking; France (TeamViewer: Germany); European Union; France
  • Sirdata — collecting your cookie preferences; European Union
  • Google; Cloudflare — audience and advertising analytics (website); European Union, United States
  • Infomaniak — hosting our website; Switzerland

Platforms that are responsible for their own data processing: Meta, if you contact us via Messenger or Instagram; Google Play, which distributes our app; Google, TripAdvisor and Yellow Pages, where you post your reviews.

Outside the European Union. Anthropic, Notion, Expo, Google, Microsoft, Cloudflare and Meta may process data in the United States. These transfers are based on the EU–US Data Protection Framework or the European Commission’s Standard Contractual Clauses, depending on the provider; you may request a copy from us at the address given in paragraph 1.

Never for the purposes of third-party advertising, nor in return for payment. In the event of the campsite being sold, your details would be passed on to the new owner, who would be bound by the same rules.

10. Hosting, backups and security

Our tools run on a server hosted by OVH, located in the European Union (Limburg, Germany). Backups are copied every night to a second OVH server in France (Strasbourg) and to the campsite’s premises.

Our website is hosted by Infomaniak, based in Switzerland, a country recognised by the European Commission as offering an adequate level of protection. Until 18 October 2026, Infomaniak also hosted the server for our tools; the data from this period, which remains on the old, decommissioned server, will be deleted at the end of this contract.

Our booking software is installed on a computer at reception, on our premises.

We protect your data through encrypted communications (HTTPS), hashed passwords, personalised accounts for each team member, restricted access to only what each person needs to see, and a record of changes. If a data breach were to pose a high risk to you, we would inform you.

11. How long do we keep your data?

  • App account — 3 years after your last use; deleted immediately if you delete the app
  • Entries and reports within the app — 3 years after they are submitted
  • Holidays displayed in the app — 3 years after the departure date
  • Customer profile (identity, contact details, stays, communications, consents) — 5 years after your last contact (stay, even if cancelled, exchange, registration, click in an email), then deleted along with all its contents — except your address if you had opted out of our emails, which is retained to ensure this opt-out is respected
  • Accounting documents (invoices) — 10 years, as required by law
  • Booking file (identity, contact details, group, stay, payment, registration number) — 3 years
  • Police records for foreign customers — 6 months
  • Your opt-out from receiving our emails — for as long as necessary to comply with it
  • Opens and clicks on our emails — counted in total, without being linked to your record
  • Conversations (chat, Messenger, Instagram, email) and attachments — 3 years after the last message
  • Pages viewed on the website, tracked by the chat module (with your consent) — up to 13 months
  • Reviews — 3 years; for as long as they are displayed, if published on our website
  • Booking analytics — name and postcode deleted after 3 years; statistics retained
  • Your IP address log (prices and availability) — for a maximum of 1 day
  • Technical server logs (page, browser, no IP address) — up to 90 days
  • Email logs (may contain your email address) — 90 days
  • Cookie preferences — 6 months
  • Audience measurement data (Google Analytics) — 14 months
  • Wi-Fi connection logs — 1 year
  • CCTV footage — approximately 1 month

Data deleted from our systems remains in our backups until they are replaced: for a maximum of 12 months.

When we delete your data from our customer database, we retain a non-reversible hash of your email address for three years — this does not allow the address to be traced. It serves to prove that the deletion has indeed taken place, and to repeat the process should a backup need to be restored.

12. Your rights

You can, at any time:

  • access your data and obtain a copy of it;
  • have it corrected if it is inaccurate;
  • have it erased, except for data which we are required by law to retain (such as invoices);
  • object to its use on the grounds of our legitimate interest — and, without having to give a reason, to marketing;
  • withdraw your consent, where we have sought it from you;
  • request that its use be restricted whilst a verification is carried out;
  • retrieve the data you have provided to us in a reusable format (data portability);
  • tell us what you would like to happen to your data after your death.

How? Please email [email protected], for the attention of Mr Johann Rigollet, Data Protection Officer, or write to the address given in paragraph 1. We will reply within one month. If we have serious doubts about your identity, we may ask you to confirm it.

Some rights can be exercised directly:

  • in the app: ‘Export my data’ and ‘Delete my account’, under the ‘Stay’ tab;
  • in every email: the unsubscribe link;
  • on the website: the ‘Manage my cookies’ link.

Complaints. If you feel that your rights have not been respected, you can lodge a complaint with the CNIL: www.cnil.fr/fr/plaintes.

13. Changes to this policy

We update it whenever our services change. In the event of a significant change, we will notify you before it takes effect — on the website, in the app or by email. The date of the last update is shown at the top of this document.