This Privacy Policy describes how Hello Hotel LLC (“Hello Hotel,” “we,” “our,” or “us”) collects, uses, discloses, and protects information in connection with our communication platform for hotels (the “Service”), including our website at hellohotel.co and mobile application. Our Service is designed for hotel properties (“Customers”) that use the Service to manage guest communications including phone calls, text messages, and voicemails. This policy addresses the data we collect from our Customers, their authorized users (“Users”), and the hotel guests (“Guests”) whose information is processed through the Service.
INFORMATION WE COLLECT
Customer account information: business name, address, contact information, authorized user names and emails, billing and payment information, login credentials, and PMS configuration details.
Communication data: inbound and outbound call logs (caller ID, timestamps, duration, routing), voicemail recordings and audio files, AI-generated transcriptions of voicemails and calls, SMS/text message content and metadata, and call recordings where enabled.
Reservation and guest data from your property management system (such as Mews or Infor): guest names and contact information, reservation details, stay history, and guest preferences. Technical data: device information, IP addresses, usage patterns, and error logs.
HOW WE USE YOUR INFORMATION
Provide, maintain, and improve the Service, including call routing, messaging, voicemail management, and guest communication features.
Process and display AI-generated transcriptions of voicemails and calls, and power AI voice and SMS agents that interact with guests on behalf of your hotel.
Integrate with your property management system to display reservation and guest information, process payments, provide support, send service-related communications, monitor usage trends, and comply with legal obligations.
AI PROCESSING, DATA SECURITY & RETENTION
AI processing is performed using our infrastructure partner, Telnyx. Voicemail and call audio is transmitted to Telnyx’s AI services for transcription. We do not use Customer or Guest communication data to train general-purpose AI models. AI-generated transcriptions may not be 100% accurate.
We implement commercially reasonable technical and organizational security measures including encryption of data in transit and at rest, access controls, and regular security assessments. Communication data is retained in accordance with your subscription plan. Upon account termination, data is deleted or anonymized within 90 days unless retention is required by law.
SHARING & THIRD PARTIES
We do not sell personal information. We share data with trusted service providers including Telnyx (telephony, SMS, and AI infrastructure), payment processors, hosting providers, and analytics providers — solely for the purpose of operating the Service.
We may also share data at Customer direction (e.g., through PMS integrations), when required by law, or in connection with a business transfer such as a merger or acquisition. Customers are responsible for ensuring they have a lawful basis to process Guest data through the Service and for providing appropriate notice to Guests about AI transcription and automated agents.
SMS/Text Messaging
When you use our interactive product demo, we collect your phone number to send you SMS messages that simulate our hotel guest messaging platform. These messages are sent via our messaging provider, Telnyx, and may include simulated booking confirmations, check-in notifications, and guest service responses.
We use your phone number solely to deliver the demo experience you requested. We do not sell, rent, or share your phone number with third parties for marketing purposes. Your phone number is retained only for the duration of the demo interaction and is not used for any purpose beyond what you consented to.
You may opt out of SMS messages at any time by replying STOP to any message. After opting out, you will receive a single confirmation message and no further messages will be sent. For assistance, reply HELP or contact us at nell@hellohotel.co.
Message and data rates may apply. Message frequency varies based on your interaction with the demo.
YOUR RIGHTS
Access, update, correct, or request deletion of your account information and associated data at any time.
Opt out of non-essential communications. Guests should direct privacy requests to the hotel property that collected their information.
If you are a resident of a U.S. state with applicable privacy legislation (such as California, Colorado, Virginia, or others), you may have additional rights including the right to know, delete, and opt out. Contact us to exercise your rights.
Contact Us
For any questions about these Terms, reach out to Hello Hotel LLC, 5900 Balcones Drive STE 100 Austin, TX 78731 or our contact page.