1. Scope & Statutory Framework
This document outlines information required under Regulation (EU) 2022/2065 of the European Parliament and of the Council of 19 October 2022 on a Single Market For Digital Services (Digital Services Act, or "DSA"). Gateera operates an independent online travel discovery platform accessible to travelers within the European Union.
2. Single Points of Contact
A. For EU Authorities, the European Commission & the European Board (Article 11 DSA)
Pursuant to Article 11 of the DSA, EU Member States' authorities, the European Commission, and the European Board for Digital Services can address communications directly to our designated regulatory compliance desk:
- Designated Email: dsa-authorities@gateera.com
- Supported Languages: English and French
B. For Users & Travelers (Article 12 DSA)
Pursuant to Article 12 of the DSA, recipients of our service may communicate directly and rapidly with Gateera through our dedicated user desk:
- User Helpdesk Email: dsa-support@gateera.com
- Online Contact Channel: Gateera Help Center
- Supported Languages: English, Arabic, and French
3. Notice and Action Mechanism for Illegal Content (Article 16 DSA)
Gateera has implemented a notice and action procedure allowing any individual or entity to report accommodation listings, photographs, or descriptions on our site that they consider to constitute illegal content under applicable EU or national laws.
To submit a valid notice, please provide the following details to content-reporting@gateera.com:
- A sufficiently substantiated explanation of why you allege the content in question is illegal.
- The exact digital location (URL link and hotel ID identifier) of the content.
- Your full name and contact email address (except in cases involving offenses related to child sexual abuse or exploitation).
- A statement confirming your bona fide belief that the information and allegations contained in the notice are accurate and complete.
Upon receipt of a substantiated notice, Gateera promptly reviews the flagged item, coordinates with the relevant inventory supplier (e.g. Agoda or Booking.com), and takes appropriate measures, which may include disabling or de-indexing the listing.
4. Transparency of Recommender Systems (Article 27 DSA)
Gateera employs search algorithms designed to present users with the most relevant and competitive accommodation offers based on their requested criteria.
- Default Ranking ("Recommended"): Considers verified guest review ratings, supplier pricing competitiveness, real-time availability confirmation rates, and property popularity.
- Price (Lowest First): Re-orders available accommodations strictly by the total base room rate per night, from lowest to highest, calculated in your chosen currency.
- Guest Score (Highest First): Re-orders accommodations strictly based on aggregate verified guest review scores, from highest (e.g., 9.5+) to lowest.
- Star Rating: Allows filtering by official hospitality star classification (1 to 5 stars).
Travelers can adjust their sorting order and apply facet filters at any time directly on the search results screen.
5. Average Monthly Active Recipients in the EU (Article 24(2) DSA)
Under Article 24(2) of the Digital Services Act, online platforms are required to calculate and publish the average monthly active recipients of the service in the European Union every six months.
6. Internal Complaint-Handling & Out-of-Court Dispute Settlement
If you disagree with any decision made by Gateera regarding the suspension or removal of content, you have the right to lodge an appeal within six months of receiving notification. Appeals are reviewed by a specialized senior moderation team. Furthermore, travelers and businesses located within the EU have the right to select an authorized certified out-of-court dispute settlement body to resolve disputes relating to decisions taken under the DSA.