1. Information we collect
1-1. Information about operators (admin users)
- Name, email address, phone number
- Property name and address
- Login information (email address and a hash of your password)
- Payment information (card numbers are handled by our payment processor)
- Service usage history and access logs
1-2. Information about guests
The categories of information we process about a property's guests depend on which features the operator has enabled.
AI chat assistant and guide pages (all guests)
- Text entered into the AI chat assistant (question text)
- Access logs (IP address, browser information, access date and time)
- Language preference
Guest registration ledger (where the operator enables this feature, to support recordkeeping required under Japan's Hotel Business Act / 旅館業法)
- Full name (always collected when this feature is enabled)
- Where the operator additionally enables the field: address, occupation, phone number, email address, and number of guests
- For guests who identify as a non-Japanese national, where the operator additionally enables the field: nationality and passport number
- A handwritten signature image, where the operator enables signature collection
Guest commerce (in-room ordering, activity bookings, and similar, where the operator enables this feature)
- Order details: items ordered, quantity, and requested delivery/pickup method and time
- Order amount and payment status (for example unpaid, paid, charged to room, or refunded)
- Guest name, guest email, room name, and any note left with the order
- For payments made online, a payment reference from our payment processor, Stripe; we do not receive or store full card numbers ourselves
Reservations (where the operator connects a property management system or otherwise records reservations in the Service)
- Reservation details such as guest name, contact information, country, language, number of guests, and stay dates
- Where applicable and the operator uses this feature: pet-related details and a signed pet agreement, including a signature image
1-3. Information about the operator's staff
Where the operator uses the staff app, we process: staff name, email address, phone number, home address, role, employment type, and (where the operator uses payroll calculation) hourly or per-room pay rate; assigned work zones and skills; a 4-digit PIN used to sign in to the staff app; and records of login and task activity.
2. How we use information
We use the information we collect to:
- provide, operate, maintain, and improve the Service;
- verify identity and authenticate users;
- bill fees and process payments;
- answer guest questions through the AI chat assistant;
- provide service notices and support;
- analyze usage and improve service quality;
- prevent misuse and ensure security; and
- comply with applicable law.
3. Sharing with third parties
We do not share your personal information with third parties except:
- with your consent;
- where required by law; or
- where necessary to protect the life, body, or property of a person and consent is difficult to obtain.
To provide the Service, we use the following subprocessors. Each receives only the personal data necessary for its role. See Section 8-2 for how we safeguard transfers to subprocessors located outside Japan.
- Anthropic PBC (United States) — powers the AI chat assistant and generates guides and translations; chat/question text is sent for processing.
- Google LLC (United States; global infrastructure) — Places API / Geocoding API for nearby-place information (the property address is sent); also provides Google Analytics (GA4), used only as described in Section 5.
- Stripe, Inc. (United States) — bills operator subscriptions and, where an operator enables online guest payments, processes guest card payments directly; we do not receive or store full card numbers.
- Vercel Inc. (United States) — hosts and runs the Service; our compute region is configured to Tokyo, Japan.
- Neon, Inc. (database hosted on AWS in Singapore) — our primary database, where the personal data described in Section 1 is stored.
- Upstash, Inc. (United States) — a Redis-compatible cache used for rate limiting and short-lived session data.
- Resend, Inc. (United States) — delivers transactional email, such as account verification and notifications.
- Sentry (Functional Software, Inc., United States) — error monitoring; error reports are sanitized before being sent and are not intended to contain personal data.
4. Security measures
We take the following measures to prevent leakage, loss, or damage of personal information:
- encryption in transit (TLS/SSL);
- hashed storage of passwords;
- access control to databases;
- periodic security reviews;
- staff training on personal-data protection; and
- logging and monitoring of access.
5. Cookies
We use cookies for the following purposes:
- Authentication: storing a JWT token to keep you signed in.
- Language preference: remembering a guest’s language selection.
- Analytics: Google Analytics (GA4) runs on our own marketing pages and on the sign-up and sign-in screens.
Analytics runs only on our marketing pages and the sign-up and sign-in screens. It does not run on guest-facing pages or in the staff app. We do not track the browsing behaviour of hotel guests or property staff.
Where Google Analytics is used, IP anonymisation is enabled and all advertising uses of the data (ad storage, ad user data and ad personalisation) are disabled.
You can refuse cookies in your browser settings, but some features of the Service may then be unavailable.
6. GPS location data
The GPS tour-guide feature uses the GPS location of a guest’s device. We handle it as follows:
- No server storage: guest GPS coordinates are not stored on our servers. Location is obtained only in the browser (front end) and sent to the server transiently to calculate distances to nearby places; it is not logged or stored in our database.
- Explicit permission: location is obtained through the browser Geolocation API only when the user explicitly grants permission.
- Limited purpose: location is used only to calculate distances to nearby places and to provide the tour-guide feature.
- Revocable at any time: users can disable location sharing in browser settings at any time; other features remain available.
7. Access, correction, and deletion
You may request access to, correction, addition, deletion, or suspension of use of your personal information. On receiving a request, we will verify identity and respond within a reasonable period. You can also change account information or delete data from the admin dashboard.
8. For residents of the EU and UK (GDPR / UK GDPR)
Because the Service is multilingual, residents of the EU and UK may access it. We handle personal data subject to the EU General Data Protection Regulation (GDPR) and UK GDPR as follows.
8-1. Legal bases
Under Article 6 GDPR, we process personal data on the following bases:
- Performance of a contract (Art. 6(1)(b)): to provide the Service and perform contractual obligations.
- Legitimate interests (Art. 6(1)(f)): to secure the Service, prevent misuse, and improve quality.
- Consent (Art. 6(1)(a)): for marketing use and optional cookies.
- Legal obligation (Art. 6(1)(c)): to meet record-keeping and disclosure requirements under law.
8-2. International transfers
Our application compute runs in Tokyo, Japan. The database in which personal data is stored, however, is hosted in Singapore by our database subprocessor, Neon, on AWS infrastructure (AWS region ap-southeast-1). Singapore has not received an adequacy decision from the European Commission or the UK. Personal data is also processed by other subprocessors located outside Japan, principally in the United States (see Section 3 for the full list and the role of each).
For transfers of personal data from the EEA and UK to Singapore, the United States, or any other country without an adequacy decision, we rely on the European Commission's Standard Contractual Clauses (SCC, 2021, Module Two: controller-to-processor / Module Three: processor-to-processor, as applicable to each subprocessor), together with any supplementary measures required. For transfers from the UK, the UK International Data Transfer Addendum (IDTA) applies.
8-3. Data subject rights
Residents of the EU and UK have the following rights under the GDPR / UK GDPR:
- right of access (Art. 15);
- right to rectification (Art. 16);
- right to erasure / to be forgotten (Art. 17);
- right to restriction of processing (Art. 18);
- right to data portability (Art. 20);
- right to object (Art. 21);
- right to lodge a complaint with a supervisory authority (Art. 77).
To exercise these rights, contact us using Section 9 below. We will generally respond within 30 days.
8-4. Data retention
We retain personal data only for as long as necessary to achieve the purposes of use and any period required by law, and delete it promptly when no longer needed. Specific retention periods are defined by data type and disclosed individually on request.
9. Contact
For questions about how we handle personal information, please contact:
ConcierBot Privacy Team
Email: contact@concierbot.com