Privacy Policy

1.1Information Provided by Hotels

When hotels use Lance AI to communicate with guests, we may process:

• Contact information: Phone number (required for SMS delivery), name, email address
• Reservation details: Check-in/checkout dates, room type, booking confirmation numbers
• Guest preferences: Special requests, accessibility needs, communication preferences

1.2Information Collected Through SMS

When you receive or respond to SMS messages, we collect:

• Phone number: To deliver messages and honor opt-out requests
• Message content:Your replies (e.g., “STOP,” “HELP,” or support inquiries)
• Delivery data: Timestamps, delivery status, and carrier information
• Consent records: When and how you opted in to receive messages

1.3Information Collected Automatically

When you interact with our voice agents or web services:

• Call metadata: Call duration, timestamps, and call disposition
• Voice transcripts: Transcriptions of calls for quality and training purposes
• Device information: Browser type, IP address (for web interactions only)

This section describes how Lance AI handles SMS communications sent on behalf of hotel partners. These are transactional messages only — you will never receive marketing, promotional, or advertising messages through this service.

2.1Types of Messages We Send

Lance AI sends the following types of transactional SMS messages on behalf of hotels:

• Answers to questions you ask during your stay (amenities, hours, local info)
• Service requests and their confirmations (e.g., extra towels, housekeeping)
• Wake-up call confirmations
• Check-in help and directions
• Two-way guest support with the hotel's front desk

2.2Message Frequency

Message frequency varies based on your stay and the requests you make.

2.3How Consent is Obtained

You opt in through your own outreach to the hotel — there is no web sign-up form. You provide consent in one of two ways:

• You text the hotel's number — the same number you call — with a question or service request. That first inbound text is your opt-in, and the hotel replies with a one-time confirmation that includes opt-out instructions.
• You agree on a call — when you call the hotel, the assistant may offer to text you (for example, to send a link). Only after you agree does the hotel send the first text, which includes the required disclosure and opt-out instructions.

Important: Consent to receive SMS messages is not a condition of booking a hotel room or of any purchase. You can complete a hotel reservation without providing SMS consent.

2.4How to Opt Out

• To stop messages: Reply STOP to any message at any time
• For help: Reply HELP or email [email protected]

When you text STOP, you will receive one final confirmation message and no further messages will be sent. Your opt-out request is processed immediately. Note: If you opt out, you may not receive important information about your check-in, room assignment, or reservation changes.

2.5Sample Messages

Here are examples of the types of messages you may receive:

2.6Standard Rates

Message and data rates may apply. Check with your mobile carrier for details about your messaging plan. Lance AI does not charge for SMS messages, but your carrier may.

2.7No Marketing Messages

Messages will never include offers, promotions, discounts, or marketing content. All messages are strictly transactional and relate directly to your hotel reservation, check-in process, or guest support requests.

We use the information we collect to:

• Deliver services: Send transactional SMS messages, process voice calls, and facilitate hotel operations
• Honor your preferences: Process opt-out requests, language preferences, and communication choices
• Ensure compliance: Maintain records required by TCPA, CTIA, and carrier regulations
• Prevent fraud: Detect and prevent abuse, spam, and fraudulent activity
• Improve services: Analyze anonymized patterns to improve voice agent accuracy and service quality

We never use guest data for marketing, profiling, behavioral advertising, or secondary commercial purposes.

4.1With Hotel Partners

We share guest information with the hotel that requested the communication. The hotel is the primary controller of your reservation data — contact them directly for data access or deletion requests.

4.2With Service Providers

We use trusted service providers, including Twilio (SMS delivery), LiveKit (voice calls), Deepgram (speech-to-text), ElevenLabs (text-to-speech), Cartesia (text-to-speech), Groq (AI language processing), OpenAI (AI language processing), Supabase (database, authentication, and file storage), Amazon Web Services (hosting), Vercel (hosting), Sentry (error monitoring), and Resend (email delivery). These providers are bound by data processing terms that require them to protect your data and use it only to provide services to us.

4.3What We Never Do

We never:

• Sell or rent your phone number or personal data to third parties
• Share your data with marketers or advertisers
• Use your data for targeted advertising
• Share SMS opt-in data or consent records with third parties for their marketing purposes

Twilio Compliance Statement: No mobile information will be shared with third parties/affiliates for marketing/promotional purposes. All the above categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.

4.4Legal Requirements

We may disclose information when required by law, court order, or government request, or when necessary to protect our rights, safety, or property.

We retain different types of data for different periods based on legal requirements and operational needs:

You have the following rights regarding your personal information:

• Opt out of SMS: Reply STOP to any message at any time
• Request information: Ask what data we hold about you
• Request correction: Ask us to correct inaccurate data
• Request deletion: Ask us to delete your data (subject to legal retention requirements)

To exercise these rights, contact your hotel directly for reservation-related data, or email us at [email protected] for Lance AI platform data.

If you are a California resident, you have additional rights under the California Consumer Privacy Act:

• Right to Know: Request disclosure of personal information collected, used, and shared
• Right to Delete: Request deletion of personal information (with certain exceptions)
• Right to Opt-Out of Sale: We do not sell personal information
• Right to Non-Discrimination: Exercise your rights without discriminatory treatment

To make a CCPA request, email [email protected]with “CCPA Request” in the subject line. We will verify your identity before processing requests.

If you are located in the European Economic Area, you have rights under the General Data Protection Regulation:

• Legal basis: We process data based on legitimate interests (transactional communications) and consent (where applicable)
• Data subject rights: Access, rectification, erasure, restriction, portability, and objection
• International transfers: Data may be transferred to the United States under Standard Contractual Clauses

For GDPR requests, contact your hotel for reservation data or email [email protected].

We protect your information using:

• Industry-standard encryption (TLS 1.3) for data in transit
• AES-256 encryption for data at rest
• Automated dependency and code scanning
• Access controls and employee training

Our security program is independently assessed. Lance AI holds a SOC 2 Type I report issued by Johanson Group LLP against the AICPA Trust Services Criteria for Security, and a PCI DSS SAQ A Attestation of Compliance. We do not store, process, or transmit payment card data; payments are handled directly by your hotel. We also maintain a GDPR compliance program covering the rights described in Section 8. Current reports are available to customers and qualified prospects under NDA on request at [email protected].

While we implement robust security measures, no system is completely secure. If you believe your information has been compromised, contact us immediately at [email protected].

Our services are not directed to children under 16. We do not knowingly collect personal information from children. If you believe we have collected information from a child, contact us immediately at [email protected].

We may update this Privacy Policy from time to time. When we make material changes, we will update the “Last Updated” date at the top of this page. For significant changes affecting your rights, we may provide additional notice via email or SMS.

Your continued receipt of messages after changes constitutes acceptance of the updated policy.

If you have questions about this Privacy Policy or our data practices:

For questions about your hotel reservation or hotel-specific data practices, please contact your hotel directly. For information about your use of our services, please also review our Terms and Conditions.