HOTELWHISPER · PRIVACY
Guest privacy notice
This notice explains how information entered in the HotelWhisper guest portal may be used to support your stay. The hotel or accommodation provider listed below normally decides why guest-service information is processed and is the main contact for privacy requests.
Open this page from your hotel's room QR code to see the property details associated with your stay.
1. Information that may be processed
Depending on the features you use, this may include questions and chat messages, relevant conversation history, language, room number from your QR link or details you provide, guest requests, service orders, form answers and information needed to respond. Please do not enter payment-card data, passwords, identity-document numbers, health information or other sensitive details.
2. Purposes and legal basis
The hotel may use this information to answer questions about your stay, provide hotel information, handle requests and service orders, communicate status updates and keep the guest service secure. The hotel is responsible for identifying and informing you of the legal basis that applies to its processing, including any additional purposes it determines.
3. HotelWhisper and AI concierge
HotelWhisper provides the software used for the guest portal. Where applicable, it processes guest-service data on the hotel's instructions. To generate an AI answer, the current question and relevant conversation history may be combined with room context, the hotel's profile, knowledge-base information and its active service catalogue and sent to the AI service available through the platform. Web search may be used for some concierge answers. The platform provider identifies multiple possible AI partners; the specific partner and region for an individual request are not exposed in the app. Processing may take place in the United States and other regions. The platform provider states that end-user inputs sent to AI services are not used to train AI models. AI responses may be inaccurate, so confirm important or urgent matters with hotel staff.
4. Other recipients and international transfers
The app database is managed by Neon on AWS in the United States. App hosting and files are provided through Floot on AWS. Email notifications may use Amazon SES and, for some hotel/staff notifications, the Gmail API through the platform integration. If push notifications are enabled, delivery services may also process the information needed to deliver them. These providers may process data in the United States or other regions under their applicable terms and safeguards; processing exclusively in the European Economic Area is not promised.
5. Retention
The current app cleanup is configured to delete concierge conversations 90 days after creation; completed guest requests and completed, rejected or cancelled service orders 90 days after their last status update; and unresolved requests or orders 180 days after creation. The hotel may have separate records or retention duties. Provider logs, backups and records retained under legal obligations may follow different periods.
6. Your rights and how to contact us
For information about guest-service data, please contact the hotel first using the details above. Depending on the applicable law and circumstances, you may request access, correction, deletion, restriction or portability, or object to processing; where processing relies on consent, you may withdraw it. HotelWhisper will assist the hotel where required. For HotelWhisper's own processing or help routing a request, contact privacy@hotelwhisper.net. You may also complain to the data-protection supervisory authority competent for you.