1. Introduction
Welcome to TellHotel.
TellHotel is an AI-assisted hotel operations platform designed to help hotel guests communicate their needs naturally using their own voice, while enabling hotel staff to manage guest requests efficiently.
Our goal is to reduce language barriers, simplify communication, and improve hotel operations through artificial intelligence. AI assists in understanding guest requests and converting them into structured operational tasks. Human hotel staff remain responsible for all operational decisions and guest interactions.
TellHotel has been designed according to privacy-by-design and data minimisation principles. We only process personal data that is necessary to provide our services, and we continuously work to minimise the amount of personal information processed.
This Privacy Policy explains how personal data is processed when using TellHotel.
2. About TellHotel
TellHotel provides software that enables hotels to receive guest requests through natural speech.
The platform converts spoken requests into structured information that hotel staff can review, prioritise and act upon. The service supports multilingual communication by automatically transcribing and analysing guest speech.
TellHotel does not make operational decisions on behalf of hotels. Artificial intelligence assists staff by organising information, while all service decisions remain under the control of hotel employees.
3. Controller and Processor Roles
The roles of TellHotel and each hotel depend on the processing activity.
Hotel guest data
For guest requests submitted through the TellHotel platform, the hotel generally acts as the Data Controller because it determines why and how guest requests are processed.
TellHotel acts as the Data Processor, processing personal data solely on behalf of the hotel and according to the hotel's documented instructions. A separate Data Processing Agreement (DPA) governs this relationship.
TellHotel account data
For TellHotel's own customer accounts, support services, security logging and administration, TellHotel acts as the Data Controller.
4. Personal Data We Process
Depending on how the service is used, TellHotel may process the following categories of personal data.
Guest information
- Spoken voice during request submission
- Speech transcripts
- AI-generated request summaries
- Preferred language
- Hotel identifier
- Room number (if provided)
- Request timestamps
- Anonymous browser identifier used for guest status functionality
Staff information
- Name
- Email address
- Authentication credentials
- Role and permissions
- Audit logs
Technical information
- Browser type
- Device type
- Session information
- Application logs
- Error reports
TellHotel intentionally minimises technical data collection and does not collect unnecessary device identifiers.
5. How Guest Requests Are Processed
When a guest submits a request:
- The guest records a voice message.
- The audio is securely transmitted for speech recognition and language processing.
- Artificial intelligence generates a transcript.
- AI produces a structured request summary.
- Hotel staff review the request.
- Hotel staff decide how the request will be handled.
Artificial intelligence assists with understanding guest intent but does not make decisions on behalf of the hotel.
6. Voice Recordings
Voice recordings are processed solely for speech recognition and language understanding.
TellHotel is designed so that voice recordings are processed in memory during request handling and are not stored as part of normal system operation. Once transcription has completed, the audio is discarded unless a customer has separately enabled additional functionality requiring temporary retention.
TellHotel does not use guest voice recordings to identify individuals. TellHotel does not create biometric profiles.
7. Transcripts
Speech transcripts may contain personal information voluntarily provided by guests. Examples include:
- maintenance requests
- housekeeping requests
- lost property
- restaurant reservations
- accessibility needs
- medical assistance requests
Because guests speak freely, transcripts may occasionally contain sensitive personal information, including health-related information.
TellHotel stores transcripts only for operational purposes and follows data minimisation principles. Where configured, transcripts are automatically deleted or redacted after the configured retention period.
8. AI Processing
TellHotel uses artificial intelligence to assist in:
- speech transcription
- language detection
- translation
- request classification
- structured summaries
Artificial intelligence is used solely to support hotel operations. AI does not make automated decisions that produce legal or similarly significant effects for guests. Human hotel staff remain responsible for reviewing requests and determining appropriate actions.
9. Anonymous Analytics
TellHotel may collect limited operational analytics to understand how the service performs and to improve user experience. These analytics are designed according to privacy-by-design principles.
Depending on deployment configuration, analytics may include:
- page flow
- feature usage
- request completion rates
- technical performance metrics
- anonymous event statistics
TellHotel does not use advertising identifiers, third-party tracking technologies or cross-site tracking for analytics.
10. Retention Periods
TellHotel retains information only as long as necessary. Typical retention periods include:
| Data | Typical retention |
|---|
| Voice recordings | Not stored during normal operation |
| Speech transcripts | Configurable (default operational retention) |
| AI summaries | Operational history |
| Guest requests | Operational history |
| Analytics events | Limited retention period |
| Security logs | According to operational requirements |
Retention periods may vary according to contractual requirements, legal obligations and customer configuration.
11. Security
TellHotel applies appropriate technical and organisational measures to protect personal data. These include:
- encrypted communications
- authenticated access
- role-based permissions
- tenant isolation
- audit logging
- password and credential protection
- secure infrastructure
- regular software updates
- data minimisation
- least privilege access principles
Access to customer information is limited to authorised personnel who require access for operational purposes.
12. Subprocessors
TellHotel uses carefully selected service providers to deliver the platform. These providers may include:
- cloud hosting providers
- database providers
- email delivery providers
- artificial intelligence service providers, including OpenAI
All subprocessors are required to process personal data under appropriate contractual safeguards and applicable data protection legislation. An up-to-date list of subprocessors is available upon request or published separately where applicable.
13. International Data Transfers
Some subprocessors may process personal data outside the European Economic Area (EEA). Where international transfers occur, TellHotel implements appropriate safeguards as required by applicable data protection law. These safeguards may include:
- European Commission Standard Contractual Clauses
- adequacy decisions
- other legally recognised transfer mechanisms
14. Data Subject Rights
Where applicable, individuals have the right to:
- access their personal data
- request correction of inaccurate information
- request deletion
- request restriction of processing
- object to processing
- request data portability
- lodge a complaint with the competent supervisory authority
Where TellHotel acts as a Data Processor, requests relating to guest data are normally forwarded to the relevant hotel acting as the Data Controller.
15. Cookies and Local Storage
TellHotel may use browser storage technologies where necessary for the operation of the service. For example, an anonymous browser identifier may be stored locally to allow guests to view the status of their own requests when returning to the service from the same browser.
The use of browser storage technologies is implemented in accordance with applicable legislation and may depend on deployment configuration and legal requirements in the relevant jurisdiction.
16. Children's Privacy
TellHotel is intended for hotel guests and hotel staff. TellHotel is not specifically directed towards children, and we do not knowingly collect personal data from children except where necessary to provide hotel services requested by a parent, guardian or hotel.
17. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in legislation, technology or our services. The latest version will always be made available through the TellHotel website or application.
18. Contact Information
TellHotel
Email: support@tellhotel.fi
If you have questions regarding this Privacy Policy or the processing of personal data, please contact us using the email address above.
If you are a hotel guest and your enquiry relates to a specific hotel stay or guest request, you may also contact the hotel directly, as the hotel is generally the Data Controller for guest service data.
