Privacy Policy
This Privacy Policy explains how we collect, use, share, and protect personal data when you use Hotel-Agents.ai (the "Service"), visit our website, or interact with our AI agents. We are committed to handling personal data lawfully, fairly, and transparently.
1. Who we are and our roles
Depending on the data involved, we act in two different roles:
- As a controller — for the personal data of our customers and website visitors (for example, account holders, hotel staff, billing contacts, and people who contact us). We decide how and why this data is used.
- As a processor — for the personal data of hotel guests that our customers process through the Service. Here, the hotel (our customer) is the controller and decides the purposes; we process guest data only on the hotel's instructions and to provide the Service.
2. Personal data we collect
| Category | Examples |
|---|---|
| Account & contact data | Name, business name, email, phone, role, login credentials |
| Billing data | Plan, billing address, tax/VAT details, transaction history. Card details are collected and stored by Paddle, not by us. |
| Usage & technical data | Log data, device/browser information, IP address, feature usage, cookies |
| Guest interaction data | Messages, chat and voice content, language, reservation and stay details that guests share with the AI agent (processed on behalf of the hotel) |
| Support & communications | Emails, support tickets, and information you provide when you contact us |
3. How we use personal data
- To provide, operate, maintain, and improve the Service;
- To set up and manage accounts and authenticate users;
- To process subscriptions, billing, and tax (via our Merchant of Record, Paddle);
- To generate AI responses and voice interactions requested by you or your guests;
- To provide customer support and respond to enquiries;
- To monitor, secure, and protect the Service against fraud and abuse;
- To comply with legal obligations and enforce our terms.
Our legal bases (where the GDPR or similar laws apply) include performance of a contract, our legitimate interests in operating and improving the Service, compliance with legal obligations, and consent where required.
4. Payments
Payments are processed by Paddle.com Market Ltd., who act as our Merchant of Record and as an independent controller for payment data. When you purchase a subscription, Paddle collects and processes your payment information under Paddle's privacy notice. We receive transaction and billing information from Paddle but do not receive or store full payment-card numbers.
5. AI processing and sub-processors
To deliver AI voice and chat features, guest and account content may be processed by trusted third-party providers acting as our sub-processors, including AI model providers and cloud-infrastructure providers. We engage sub-processors under contracts that require appropriate confidentiality and security safeguards, and we do not permit them to use your data to train their models for their own purposes except as necessary to provide the service to us. Categories of sub-processors include:
- Payments: Paddle (Merchant of Record);
- AI / language models: providers used to generate agent responses;
- Cloud hosting & infrastructure: hosting, storage, and content delivery;
- Communications: email and messaging delivery;
- Analytics & security: service monitoring and abuse prevention.
We do not sell personal data.
6. Sharing personal data
We share personal data only: with the sub-processors above; with our customer (the hotel) in respect of its guests' data; where required by law, regulation, or legal process; to protect our rights, safety, and property; and in connection with a business transfer (such as a merger or acquisition), subject to this policy.
7. International transfers
We and our sub-processors may process personal data in countries outside your own, including outside the European Economic Area. Where we transfer personal data internationally, we rely on appropriate safeguards such as the European Commission's Standard Contractual Clauses or an adequacy decision.
8. Data retention
We retain personal data for as long as your account is active or as needed to provide the Service, and afterwards only as required to comply with legal, tax, accounting, or reporting obligations, resolve disputes, and enforce our agreements. Guest data is retained according to our customer's instructions and applicable law. When data is no longer needed, we delete or anonymise it.
9. Security
We implement appropriate technical and organisational measures designed to protect personal data against unauthorised access, loss, misuse, or alteration, including encryption in transit, access controls, and least-privilege practices. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.
10. Your rights
Subject to applicable law, you may have the right to access, correct, delete, or restrict processing of your personal data, to object to processing, to data portability, and to withdraw consent. To exercise these rights, contact support@hotel-agents.ai. If you are a hotel guest, please contact the hotel (the controller of your data) in the first instance; we will assist our customer in responding. You also have the right to lodge a complaint with your local data-protection supervisory authority.
11. Guests and end users
When you interact with an AI agent provided through a hotel that uses our Service, the hotel is responsible for informing you about that use and for the lawful basis of processing your data. We process guest data on the hotel's behalf and in accordance with this policy and our agreement with the hotel.
12. Cookies
Our website uses cookies and similar technologies that are necessary for the site to function and, where applicable, to understand usage and improve the experience. You can control non-essential cookies through your browser settings or any cookie controls we provide.
13. Children
The Service is intended for businesses and is not directed to children. We do not knowingly collect personal data from children under 16. If you believe a child has provided us personal data, contact us and we will take appropriate steps to delete it.
14. Changes to this policy
We may update this Privacy Policy from time to time. We will post the updated version with a new "Last updated" date and, where changes are material, provide additional notice.
15. Contact
For any privacy questions or to exercise your rights, contact us at support@hotel-agents.ai, Stay Innovation (operator of Hotel-Agents.ai), Israel.