Privacy policy

1. Who processes your data

When you use this service as a guest of an accommodation provider, the property (the hotel or resort hosting you) is the data controller. Novelink provides the technology platform and acts as data processor on the property's behalf, following its instructions.

If you register your property on the platform (administrator account) or you are a staff member created by an administrator, Novelink is the controller of your account data, as the direct provider of the service.

2. What data we collect

• Stay data: name (if provided), preferred language, check-in and check-out dates, room number, digital check-in and check-out status.
• Conversations with the Concierge: the messages you write in the chat and the replies you receive, including any urgent or sensitive request you choose to describe (for example a medical emergency): you are not required to share them.
• Service requests: bookings (restaurant, spa, experiences, transfers), room service orders, housekeeping or maintenance requests.
• Loyalty programme and invitations: points earned and any invitation sent to other guests.
• Reviews: rating and comment left at the end of the stay, and any reply from the staff.
• Technical data: IP address and access logs automatically collected by the hosting infrastructure for security, abuse prevention and troubleshooting.
• Staff accounts: name, email, role, language, password (never in plain text: only a hashed fingerprint), date of last sign-in and, for whoever registers the property, the date these documents were accepted. An account created by an administrator receives a temporary password that the administrator passes on outside the platform: Novelink sends no invitation emails.

3. How we use it

To manage your stay and answer your requests. If the property enables an assistant based on a language model from an external provider (for example Anthropic, Claude), the text of your messages is sent to that provider only to generate the reply, not to train its models. Without such an assistant, replies are generated by the platform itself and nothing is sent to third parties.

The property may also send you, in the same chat, messages about your stay and, if you joined the loyalty programme, promotional offers, which you can stop receiving at any time.

4. Who we share it with

• The staff of the property hosting you, to handle your requests.
• The AI assistant provider, only the text of your messages and only if the property has enabled it.
• The providers hosting the infrastructure (hosting and database), who only access data to operate the service.
• Telegram, only if the property has enabled staff notifications or staff chat on Telegram: operational notifications and internal staff messages (which may include your name, room and request) are forwarded to the groups chosen by the property, through a bot it owns.
• The property's Marketplace partners, only for the requests you explicitly send to them.
• External systems the property connects with its own API keys or webhooks (for example a property management system).

We do not sell your data to third parties.

5. How long we keep it

Data stays linked to your guest profile for as long as needed to manage the stay and, afterwards, for as long as the property considers necessary for its loyalty programme or for local accounting and tax obligations. The platform does not yet apply automatic deletion after a fixed period.

6. Your rights

You can request access to, correction or deletion of your data, or object to a specific processing, by contacting the property where you are staying: it is the data controller and the first point of contact for these requests. For staff account data you can contact your property's administrator or Novelink (help@novelink.ai).