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GuestTrack Platform Rules — Guest Messaging and Consent

Effective date: September 1, 2026
Operated by Denis Rein, sole proprietor (trabajador independiente), Costa Rica · Contact: guesttrack@reinsystems.com · See also our Privacy Policy.

These rules apply to every hotel (the "Hotel") using GuestTrack to communicate with its guests over messaging channels, including the WhatsApp Business Platform.

  1. Consent is the Hotel's responsibility. Before initiating messages to a guest, the Hotel must have the guest's consent to receive such messages. Consent may be collected by the Hotel in any lawful form, including as part of a booking made through the Hotel's booking channels or property management system, at the front desk, by phone, or in writing. The Hotel is responsible for the wording of its consent requests and for informing guests how they can opt out.

  2. The Platform records consent; it does not collect it. GuestTrack records the fact, time and source of consent on the Hotel's behalf: a guest contacting the Hotel first, a booking made through the Hotel's PMS or booking channel (the booking reference is stored as evidence), or an explicit confirmation by a Hotel employee. These records are available to the Hotel as evidence of consent.

  3. Opt-out is honored and is stronger than any consent. When a guest asks to stop receiving messages — in the chat or through any other channel — the Hotel must record the refusal in the guest's contact card. From that moment the Platform technically blocks new Hotel-initiated messages to that guest. Replies to a guest's own inquiry within an open service conversation remain possible. A recorded refusal can only be lifted by an explicit action of a Hotel employee based on the guest's renewed consent.

  4. The Platform does not message guests on its own behalf. All messages to guests are sent by the Hotel — by its staff, its configured templates, or automation the Hotel has explicitly enabled. GuestTrack does not initiate contact with a Hotel's guests and does not use guest conversations for its own purposes.

  5. Compliance with channel policies. The Hotel must comply with the policies of the messaging channels it uses, including the WhatsApp Business Messaging Policy — this covers the content of its messages and of its business profile (name, photo, description, links) — and with the laws applicable to its communication with guests. The Platform enforces channel rules technically where possible (approved templates outside the 24-hour service window, opt-out blocking), but this does not replace the Hotel's own obligations.