Privacy notice (launch draft)
Guest Desk is a trading name of 15 New Street trading Ltd. Registered in England & Wales, company no. 16973194. Registered office: Tudor House, 16 Cathedral Road, Cardiff, Wales, CF11 9LJ.
Launch draft. This document is awaiting solicitor approval and may change before it takes effect.
Who we are
For account and billing data, Guest Desk is the controller. For guest personal data we handle for your property, you are the controller and we act as processor on your instructions (see the data processing agreement).
What we hold
Account and billing contact details, property addresses and instructions you enter, uploaded guidebooks, and guest conversations you are entitled to share or that arrive through your connected channels. Do not enter live door codes or lock PINs.
How AI is used
AI answers routine guest questions using only your approved answers and property facts. Guest message text and the eligible approved answers are sent to our AI provider for that purpose. If the AI is not confident, the message is passed to our team and no AI reply is sent. We keep a record of each decision and who replied, so you can see whether the AI or our team answered.
Conversation imports
Guest names and identifiers detected in uploaded transcripts are replaced before question-and-answer pairs are saved. You review the cleaned answers before approving them.
Retention
Raw uploaded source transcripts are scheduled for deletion 30 days after processing, and unprocessed uploads expire after 30 days. Approved knowledge and operational records, such as message threads, replies and billing records, are kept while your account is active and for as long as needed for the service and legal obligations. They are not all deleted automatically after 30 days. You can ask us to delete your data.
Service providers
We use Replit (hosting and storage), OpenAI (AI answers), Clerk (sign-in), Stripe (billing), Resend (email delivery), the email provider of any mailbox you forward to us, and the PMS provider you connect.
Website analytics
If you accept optional analytics cookies, Google Analytics 4 processes public page activity and browser/device information to help us understand website usage. Sign-in, sign-up and signed-in portal pages are excluded. You can change your choice through “Cookie preferences” in the website footer. See our cookie policy.
Your rights
You can ask to access, correct or delete your data under UK GDPR.
Contact hello@guestdesk.co.uk.