Privacy and cookies

Who we are

Luxury Experience AI is a trading name of MEDIA CITY AI LTD, a company registered in England and Wales (company number 16446462), whose registered office is 59 Kent's Road, Haywards Heath, RH16 4HQ, United Kingdom. Our office is at 124 City Road, London, EC1V 2NX, United Kingdom. We are the controller of the personal data described here.

For anything about your personal data, write to us through our contact form and choose "Privacy and your personal data".

What we collect, and why

We collect only what we need to arrange your stay and the experiences around it.

When you	We collect	Why, and our lawful basis
Book one of our apartments	Your name, email, phone number, dates, party size and any requests	To take and manage the booking (contract)
Pay for a booking	Payment is taken by Stripe; we see the amount and a reference, never your full card number	To take payment (contract)
Create a guest account	Your name, email and phone; your password is stored only as a secure hash. If you sign in with Google, your name, email and Google account identifier	To give you access to your bookings and details (contract)
Send an enquiry (contact, sport, private jet, etiquette, partnership)	Your name, email, phone and message	To answer and arrange what you ask for (steps you ask us to take before a contract, or our legitimate interest in replying)
Use the AI concierge	The messages you type or speak, the page you started from, and any details you choose to give, such as your name, email, WhatsApp number and what you are looking for	To answer you, follow up on your request, and check and improve the concierge's answers (steps you ask us to take, or our legitimate interests in helping you and improving the service)
Join our newsletter	Your email address	To send the newsletter (consent; unsubscribe at any time)
Allow analytics cookies	How you use the site, through Google Analytics	To understand and improve the site (consent)
Visit the site	Your IP address, browser and the pages requested, in our server logs	To keep the site secure and working (legitimate interests)
Help us improve	Concierge conversations and the requests you send us, with names and contact details removed wherever we can	To improve Luxury Experience AI, including training or fine-tuning AI models that work for us (legitimate interests; you can object at any time)

We do not sell personal data, and we do not use it for automated decisions that have legal or similarly significant effects on you.

The AI concierge

The concierge is an AI assistant, and it tells you so. When you use it:

• Your messages are processed by Google (Gemini) or Anthropic (Claude), whose models write the replies. If you speak to it, your voice message is transcribed by Google (Gemini), and spoken replies are produced by ElevenLabs.
• We keep a record of each conversation on our servers, and the concierge window says so. Our team reads these records to follow up on requests and to see where the concierge could answer better. Anything that looks like a card number is blanked out before it is stored.
• A conversation that leads to nothing is deleted after 90 days. If you leave your details or make a booking, the conversation is kept with that enquiry or booking, for as long as the table below sets out.
• A copy also stays in your own browser, so you can pick up where you left off. Clearing your browser data removes that copy.
• Anthropic and Google do not train their own models on your conversations. Under the terms of their developer services, which is what the concierge uses, the content we send them is not used for their training.
• Please do not share card numbers or passwords in the chat. The concierge never needs them; payment is taken securely by Stripe.

Improving our service

We may use concierge conversations, and the requests you send us through the site, to improve Luxury Experience AI: to see where the concierge's answers could be better, to write better instructions for it, and to train or fine-tune AI models that work for us. We do this on the basis of our legitimate interest in improving the service.

• We remove names and contact details first wherever we can, and we use no more than we need.
• We never sell this data, and it is never used to train models for anyone other than Luxury Experience AI.
• You can object at any time: tell us through our contact form, choosing "Privacy and your personal data", and we will not use your conversations or requests for this.

Who we share it with

We share personal data only with the services that run the site for us, and with the suppliers who provide what you have asked us to arrange.

Services that process data on our behalf:

Service	What it does
Google Cloud	Hosts the website and database, in London and Belgium
Cloudflare	Delivers the site securely and filters malicious traffic
Stripe	Takes card payments
Resend	Sends our emails
Google (Gemini) and Anthropic	Power the AI concierge's replies
Google (Gemini)	Also transcribes voice messages to the concierge
ElevenLabs	Produces the concierge's spoken replies
Google Analytics	Measures how the site is used, only if you allow it

Suppliers who fulfil your request: where you ask us to arrange a partner apartment, sport or event hospitality, a private jet or an etiquette experience, we pass the details needed to the owner, provider, operator or host concerned. We always tell you who they are before you commit, and for private jets you contract with the operator directly.

We may also share data with professional advisers, or where the law requires it.

International transfers

Some of these services process data outside the UK, including in the United States. Where they do, the transfer is protected by UK adequacy regulations, including the UK Extension to the EU-US Data Privacy Framework for certified providers, or by the UK's approved contract terms for international transfers.

How long we keep it

Data	How long
Bookings and payment records	Six years after your stay, for tax and accounting
Guest accounts	Until you close your account
Enquiries and concierge follow-ups, with their conversations	Two years after our last contact with you
Concierge conversations that led to no enquiry or booking	90 days
Newsletter subscription	Until you unsubscribe
Server logs	30 days
Google Analytics data	No longer than 14 months

Your rights

Under UK data protection law you have the right to:

• ask for a copy of the personal data we hold about you;
• ask us to correct it, or to delete it;
• ask us to restrict how we use it, or object to our using it;
• receive it in a portable format;
• withdraw consent at any time, where we rely on consent.

Contact us through our contact form, choosing "Privacy and your personal data", and we will reply within one month. If you are unhappy with how we have handled your data, you can complain to the Information Commissioner's Office at ico.org.uk, though we would like the chance to put it right first.

Cookies

The site uses a small number of cookies and browser storage. The essential ones keep the site working and secure, and do not need your consent. Google Analytics is the only optional one: it stays off unless you choose "Accept analytics", and you can change your choice at any time from Cookie settings at the foot of every page.

Name	Set by	Purpose	Kept for
lx_guest	Us	Keeps you signed in to your guest account	30 days
lx_admin	Us	Keeps our own staff signed in to the admin area	7 days
lx_guest_oauth_state, lx_guest_oauth_next, lx_oauth_state	Us	Protect sign-in with Google	10 minutes
lx-consent:v1 (browser storage)	Us	Remembers your cookie choice	Until you clear it
lx-concierge:v1 (browser storage)	Us	Keeps your copy of your concierge conversations, your shortlist and voice setting on your device	Until you clear it
lx-concierge:ui (browser storage)	Us	Remembers whether the concierge window is open, for this visit	Until you close the tab
__cf_bm and similar	Cloudflare	Tells people from bots, to protect the site	Up to 30 minutes
Stripe cookies	Stripe	Security and fraud prevention on Stripe's payment pages	As set by Stripe
_ga, ga*	Google Analytics	Measure visits and how the site is used, only if you accept	Up to 2 years

Children

Our services are for adults. We do not knowingly collect personal data from anyone under 18.

Changes to this policy

We will update this page when what we collect or how we use it changes, and change the date at the top.

Contact

MEDIA CITY AI LTD (company number 16446462), trading as Luxury Experience AI. Registered office: 59 Kent's Road, Haywards Heath, RH16 4HQ, United Kingdom. Office: 124 City Road, London, EC1V 2NX, United Kingdom. To reach us, use our contact form.