GuestTrack — Privacy Policy
Effective date: September 1, 2026
Who we are
GuestTrack is a guest-communication platform for hotels, operated by Denis Rein, sole proprietor (trabajador independiente), Quepos, Puntarenas, Costa Rica. Contact: guesttrack@reinsystems.com.
This policy covers guest communication through GuestTrack. Data that hotels process through other GuestTrack modules (for example, staff or visitor management) is handled under our agreements with each hotel.
GuestTrack processes guest communication on behalf of the hotels that use the platform. For the content of your conversation with a hotel, the hotel is the party deciding why and how your data is used; GuestTrack acts as its service provider.
What data we process
When you communicate with a hotel through GuestTrack (for example, on WhatsApp), we process:
- your phone number and messaging identifier, and the profile name your messaging app shares;
- the content of the conversation: messages, photos, documents, voice notes, and message delivery statuses;
- if you have a booking with the hotel: booking details the hotel's property management system provides (name, stay dates, room, booking reference, language preference, contact details);
- a record of your consent to receive messages (when and how it was given) and of any opt-out.
What we use it for
- Delivering your conversation with the hotel to its staff and their replies back to you.
- Optionally, and only if the hotel enables it: automatic transcription of voice notes, translation for the staff, and AI-assisted replies based on the hotel's own information. AI replies are marked, and staff can take over the conversation at any time.
- Notifications the hotel sends you about your booking or stay. Obtaining your consent for such notifications is the hotel's responsibility (for example, during booking); GuestTrack records that consent and enforces your opt-out.
We do not sell personal data and do not use guest conversations for advertising.
Other channels
Besides WhatsApp, a hotel may talk to you through other channels connected to GuestTrack. The same deletion rights apply to all of them; if you no longer want messages in one of these channels, tell the hotel or use the channel's own blocking tools.
- Website chat on the hotel's site: the details you enter before or during the chat, the conversation and attachments, voice notes recorded in the browser, your browser language, and a browser identifier that keeps your chat history on your device. You can move the conversation to WhatsApp yourself with the "continue in WhatsApp" button in the chat; the two conversations are then linked into one guest record.
- Telegram: your Telegram ID, name and username, your phone number if you choose to share your contact, and the conversation itself. Messages are delivered under Telegram's own terms.
- MAX: the same categories of data as for Telegram; messages are delivered under the messenger's own terms.
Service providers and data location
- Meta Platforms (WhatsApp Business Platform) — message delivery, under Meta's own terms and privacy policy.
- AI providers — OpenAI (including Whisper) and Anthropic — only when the hotel has enabled voice transcription, translation or AI-assisted replies, and only to provide those functions (United States).
- Oracle Cloud Infrastructure — hosting and backups, Mexico Central region (Querétaro, Mexico).
- Cloudflare (Browser Rendering) — used only when a hotelier asks to style the chat widget like the hotel's own website; it processes the hotel's public website, not guest data.
How long we keep data
- Media files (photos, documents, voice notes): 90 days by default; each hotel can configure a shorter or longer period.
- Message text: kept for the hotel's records; each hotel can enable automatic deletion after a chosen period.
- Data of each hotel is stored in isolation from other hotels; access credentials are stored encrypted.
Your choices
- Stopping messages: tell the hotel — in the chat or through any other channel — that you no longer wish to receive messages. Staff will mark your contact as opted out, after which the hotel cannot send you new business-initiated messages on WhatsApp. WhatsApp also provides its own in-app tools to block a business or stop its marketing messages; for other channels, use the channel's own blocking tools (see "Other channels").
- Deletion: ask the hotel to delete your conversation, or contact us at guesttrack@reinsystems.com. Deletion requests are executed with a 30-day safeguard period, after which message content, attachments and identifying details are erased; an anonymized record of the deletion is kept for audit purposes.
Changes
We will post any changes to this policy at this address (https://guesttrack.reinsystems.com/privacy).