Privacy Policy

1. Our Role and the Hotel's Role

Kiotel collects and processes personal information to operate our website, manage business relationships, and provide our Services.

When providing services to hotels, Kiotel generally acts as a service provider or processor on behalf of the hotel. Hotels remain responsible for their guest relationships and determine how guest information is collected and used.

Our handling of hotel guest information is governed by our customer agreements, applicable data processing agreements, and relevant privacy laws. Requests concerning hotel guest information may be directed to the hotel, and Kiotel will assist as appropriate.

2. Information We Collect

The information we process depends on the services used and the hotel's authorized configuration. We access PMS data and retain service records only as needed for those services, subject to our agreements and applicable law.

• Contact and Business Information. Names, email addresses, telephone numbers, business addresses, company names, job titles, property affiliations, and information provided through inquiries, demonstrations, events, website forms (including requests to start a WhatsApp chat), or business communications.
• Account Information. Usernames, authentication information, account permissions, preferences, and account activity.
• Guest and PMS Information. Guest names and contact details, reservation references, arrival and departure dates, check-in or check-out status, and service requests, to the extent needed for the hotel-authorized services.
• Identity Verification Information. Government-issued identification, document images, signatures, and verification results, where required to support hotel-authorized guest verification and check-in services.
• Payment-Related Information. Payment status, transaction references, and billing or dispute records where needed for our services. When we assist with a payment, the hotel's or an integrated provider's payment systems handle it; the information Kiotel handles depends on the service and configuration.
• Communications and Recordings. Emails, messages, chats (including WhatsApp conversations initiated through our website), telephone calls, support requests, and, where enabled and lawfully collected, audio or video recordings and transcripts of interactions with kiosks, remote agents, or support personnel.
• Device and Usage Information. IP addresses, browser and device information, approximate location derived from IP addresses, timestamps, pages visited, system activity, diagnostic information, and security logs.
• Other Information You Provide. Feedback, survey responses, attachments, and information voluntarily included in communications.

Some information, such as identification documents, account credentials, payment information, or information disclosed during guest assistance, may receive additional protection under applicable law.

3. Sources of Information

We collect personal information:

• Directly from you when you use the Services or communicate with us.
• From hotels and their authorized personnel.
• From the hotel's PMS and other hotel-authorized systems, to the extent needed for our services.
• Automatically through our website, kiosks, platform, and related technologies.
• From business partners, referrals, events, and publicly available professional sources for our business activities.

4. How We Use Information

We use personal information to:

• Deliver our Services, including kiosk operations, remote front desk support, guest communications, identity verification, and hotel-authorized payment assistance.
• Manage customer accounts, business relationships, billing, and service communications.
• Provide customer support, troubleshoot issues, monitor service quality, train personnel, and improve operational performance.
• Maintain records, investigate incidents, support dispute resolution, and prevent fraud or unauthorized access.
• Conduct sales and marketing activities where permitted by applicable law.
• Comply with legal obligations, enforce agreements, and protect our rights and the safety of others.

When processing hotel guest information, we act according to the hotel's instructions, our contractual obligations, and applicable law.

We do not use hotel guest information obtained through our Services for independent marketing activities.

5. Kiosk Sessions, Calls, and Recordings

Kiotel may facilitate and record guest interactions through kiosks, video, audio, telephone, or messaging systems.

Recordings may be used for service quality, training, security, incident investigations, fraud prevention, and dispute resolution, subject to applicable law and our agreements with hotels.

We provide recording notices and obtain consent where required by law. Access to recordings is restricted to authorized personnel and other permitted recipients.

Where our Services use biometric identification technologies, we provide any additional disclosures or consent required by applicable law.

6. Automation and Artificial Intelligence

Kiotel may use automated technologies and artificial intelligence to support guest communications, transcription, translation, customer support, quality monitoring, and internal operations.

Where these technologies process hotel guest information, we use them in accordance with applicable law, our customer agreements, and relevant data protection requirements.

We provide additional disclosures, consent, or human review where required by applicable law.

7. How We Disclose Information

We may disclose personal information to the following recipients for the purposes described in this Policy:

• Hotels and authorized personnel. The hotel associated with your reservation or interaction, its authorized personnel, and other recipients it directs us to use.
• Service providers. We share personal information with trusted third-party providers that support our business operations, including website hosting, customer relationship management, communications, payments, technical support, security, analytics, and other services. These providers process information on our behalf, subject to applicable confidentiality, security, and data protection obligations.
• Authorized integrations. Hotel-authorized connected providers, where disclosure is needed for the services we perform.
• Professional advisers. Legal counsel, accountants, auditors, insurers, and other advisers where reasonably necessary.
• Legal and safety recipients. Courts, regulators, public authorities, emergency responders, or other parties where law requires or permits disclosure to protect rights, safety, or security.
• Business transaction participants. Parties involved in a proposed or completed merger, acquisition, financing, restructuring, or sale of all or part of our business, subject to appropriate protections.
• Recipients you authorize. Other parties where you direct us to disclose information or provide valid consent.

8. Cookies, Analytics, and Marketing Choices

Kiotel uses cookies and similar technologies across our website and Services to support essential functionality, security, authentication, customer support, troubleshooting, performance monitoring, and product improvement.

Our website may also use third-party analytics and advertising technologies to understand visitor activity, measure marketing effectiveness, and support relevant advertising.

You can manage cookies through available website controls and browser settings. Blocking certain cookies may affect functionality. Where required, we obtain consent before using nonessential technologies.

You may unsubscribe from marketing emails using the unsubscribe link or contact us using the details below. Opting out of marketing does not stop necessary service or account communications.

Hotel guest information processed on a hotel's behalf is not sold or shared by Kiotel for cross-context behavioral advertising.

Your Privacy Choices

You may manage certain tracking technologies through your browser settings and any privacy controls made available on our website. We honor applicable privacy rights and recognized opt-out preference signals as required by law. You may also contact privacy@kiotel.co regarding your privacy choices.

9. International Processing and Remote Access

Kiotel operates with personnel and service providers in multiple countries, including the United States, India, and the Philippines. Personal information may be accessed or processed in these locations to provide guest services, technical support, and business operations.

We implement appropriate security and data protection measures for international processing in accordance with applicable laws and contractual requirements.

10. Retention

We retain personal information for as long as reasonably necessary for the purposes described in this Policy, subject to our customer agreements and applicable law.

The retention period or criteria depend on the information:

We may retain information for longer periods when required for legal, regulatory, security, or dispute resolution purposes.

When information is no longer needed, we delete or de-identify it in accordance with our retention practices and applicable legal requirements.

11. Security

We maintain administrative, technical, and organizational safeguards designed to protect personal information against unauthorized access, use, disclosure, alteration, and loss.

We select safeguards based on the nature of the information and associated risks. No system or transmission method is completely secure.

Please contact us promptly if you suspect unauthorized access to an account or information handled through the Services.

12. Your Privacy Rights

Depending on your location and applicable privacy laws, you may have the right to access, correct, delete, or obtain a copy of your personal information, opt out of certain uses or disclosures, withdraw consent, or exercise other applicable privacy rights.

To submit a privacy request, contact us at privacy@kiotel.co or via our privacy request form.

We may request information necessary to verify your identity or authority when permitted by applicable law. We will respond to requests within applicable legal deadlines.

Where we process personal information on behalf of a hotel, we may refer your request to the hotel or assist it in responding.

We will not unlawfully discriminate against individuals for exercising their privacy rights.

13. Additional Information for California Residents

Where California privacy law applies, the categories of personal information described in Section 2 may include identifiers, customer records, commercial information, internet or network activity, audio and visual information, professional information, and sensitive personal information.

Sections 3, 4, 7, and 10 describe the sources, purposes, recipients, and retention criteria for these categories.

We use sensitive personal information to provide requested services, maintain security, prevent fraud, and for other purposes permitted by applicable law. If additional uses require a right to limit processing, we provide the required notice and choice.

California residents may exercise applicable rights through the methods in Section 12 and the website privacy controls described in Section 8.

14. Children's Information

Kiotel's website and business services are not directed to children. However, information about children may be processed as part of hotel guest services under the hotel's instructions.

We do not knowingly use children's guest information for targeted advertising. For questions or concerns, please contact privacy@kiotel.co.

15. Changes to This Policy

We may update this Privacy Policy periodically to reflect changes in our Services, business practices, or legal requirements.

Any updates will be published with a revised effective date, and we will provide additional notice where required by law.

16. Contact Us

Virtual Desk LLC, doing business as Kiotel

Email: privacy@kiotel.co

Mailing Address: 332 S Michigan Ave, Unit 121-6097, Chicago, IL 60604, US

For questions about this Privacy Policy or requests concerning your personal information, please contact us using the email address above or via privacy request form.