Privacy Policy
Last updated: June 2026
ThinkInn ("we", "us") provides an AI-powered guest concierge service for hotels, delivered through a website chat widget, WhatsApp messaging, and a staff dashboard. This policy explains what personal data we process, why, and the rights you have under the EU General Data Protection Regulation (GDPR).
Who this policy covers
It covers two groups of people:
- Hotel guests who interact with the ThinkInn concierge on a hotel's website or WhatsApp number. For guest conversations, the hotel is the data controller and ThinkInn acts as a data processor on the hotel's behalf.
- Hotel staff and visitors to this website, for whom ThinkInn is the data controller.
What data we process
- Conversation data — the messages guests send and the replies generated, including any details a guest chooses to share (such as a name, room number, or arrival time).
- Channel identifiers — for WhatsApp conversations, the guest's phone number; for web chat, a session identifier.
- Hotel configuration data — the policies, services, and property information each hotel provides so the concierge can answer accurately.
- Reservation data via PMS integration — where a hotel connects its property-management system, reservation details (such as guest name, room, and stay dates) are synced solely to provide the service to that hotel.
- Staff account data — names, email addresses, and authentication credentials for hotel staff using the dashboard.
- Contact data — if you contact us through this website, the details you send us (name, hotel, email, message).
Why we process it
- To provide the concierge service: answering guest questions, escalating to hotel staff, and sending email alerts (performance of a contract with the hotel).
- To operate, secure, and improve the service, including rate limiting and abuse prevention (legitimate interest).
- To respond when you contact us (legitimate interest or pre-contractual steps).
We do not sell personal data, and we do not use guest conversations to advertise to guests.
Where data lives and how long
- All service data is stored within the European Union.
- Each hotel's data is isolated from every other hotel's (multi-tenant isolation).
- Conversation data is subject to automatic retention limits and is deleted when no longer needed for the service, or earlier at the controlling hotel's instruction.
Who we share data with
We use a small number of service providers (such as hosting and email delivery) under data-processing agreements, and — for WhatsApp conversations — Meta Platforms as the channel provider, whose own terms apply to message transport. We share guest conversation data with the hotel the guest is communicating with; that is the point of the service.
Your rights
Under GDPR you have the right to access, rectify, erase, restrict, or object to the processing of your personal data, and the right to data portability. Guests can exercise these rights through their hotel (the controller) or by contacting us directly; we will assist either way. You also have the right to lodge a complaint with your local supervisory authority.
Contact
For any privacy question or request, write to team@thinkinn.io. We respond within one business day and resolve requests within the timelines GDPR requires.
Changes to this policy
If this policy changes in a way that affects you, we will update this page and revise the date at the top. Significant changes affecting hotels will be communicated directly.