AI and your data
Effective date: July 4, 2026
Properties that use Qontaktly can offer an AI assistant in their chat, booking page, and guest portal. This page explains in plain language what the assistant does, what it never does, what data it processes, and how you can reach a human at any time.
If anything here is unclear, write to us at hello@qontaktly.com and we will explain it in plain language.
1. What the assistant is and does
When you message a property, an AI assistant may answer on the property's behalf. You are always told when you are chatting with it. The assistant can:
- Answer questions about the property, its rooms, and your stay.
- Show you rooms and photos.
- Check live availability and prices for your dates.
- Create a booking for you when you ask it to.
- Offer extras the property sells, such as airport transfers or late check out.
- Request payment for a stay or an extra by showing you a secure payment form.
2. Automated decisions, in plain language
The assistant does not invent anything about your booking. Prices and availability always come from the property's own systems; the assistant reads them and passes them on.
A charge happens only after you explicitly confirm it and enter your payment details yourself in a secure payment form. The assistant cannot see your card number and no card is ever charged without that step. If you do not complete the payment form, nothing is charged.
3. Your right to a human
You can reach a person at any time. Ask for one in the chat, in any language, or use the Talk to a human button where it is shown. A staff member then takes over the conversation and the assistant stops replying.
The assistant will also hand the conversation to staff on its own when a request is beyond what it can do.
4. What data the assistant processes and who helps process it
To answer you, the assistant processes the content of your conversation, the booking details you share (such as your name, contact details, and stay dates), and the property information needed to reply. Qontaktly processes this data on the property's behalf.
A small number of specialist providers help run the assistant. We name them by category rather than by company, and each is bound by a data processing agreement:
- AI model providers, located in the United States and, for European properties, in the European Union.
- Speech transcription and speech synthesis providers, used only when you send or receive voice messages.
- Translation providers, used to reply in your language.
- Cloud hosting and database infrastructure.
- Payment processors, which handle your card details directly; Qontaktly and the assistant never see the full card number.
Your conversations are not used to train AI models for other customers. The assistant processes them only to serve the property you are talking to.
5. How long the data is kept
- Chat conversations: kept according to the property's retention setting, with a default of two years.
- AI usage records (technical logs of the assistant's activity): about 13 months.
- AI guest preference notes (small notes the assistant keeps so it can serve you better, such as a dietary preference you mentioned): up to two years.
6. Exercising your rights
The property you are talking to controls your data; Qontaktly processes it on the property's behalf. To access, correct, export, or delete your data, contact the property directly. Property operators have export and erasure tools built into Qontaktly to honour those requests, and we assist them when they ask.
Questions about this page can also be sent to hello@qontaktly.com.