Privacy policy

The short version

• We process your data to run the service for you, and for nothing else.
• We do not sell it, rent it, or use it to train machine-learning models.
• Your workspace is isolated from every other workspace in the database itself, not by a filter in the application.
• No card payments are taken through the product today, so no card details are processed at all.
• Guest identity documents are handled more strictly than the rest of the record, with an audit row on every view.

Who is responsible for what

If you are an operator, you decide what guest data to collect and why. In data-protection terms you are the controller, and Stay n Host is a processor acting on your instructions. You are also responsible for telling your guests what you collect and why.

If you are a guest whose booking is in an operator's workspace, the business you booked with is the one that holds your data and answers your requests about it. Write to them first. If you cannot reach them, write to us with PRIVACY in the subject line at info@staynhost.com and we will help you reach the right operator.

For the operator's own account data, the people who sign in, billing details and support correspondence, we are the controller.

What we process

• Account and workspace data. Names, email addresses, mobile numbers (each person proves theirs with a one-time code before using the app), roles and property scope for the people you invite, the version of the terms each person accepted, plus sign-in and session records.
• Guest and booking data. Guest names and contact details, stay dates, prices, charges, payments and refunds, and the notes your team adds.
• Messages. Conversations on WhatsApp and in the guest app, along with the internal notes your team writes alongside them.
• Identity documents. Where a stay requires verification, the document a guest uploads and the decision a member of your team recorded about it.
• Payment evidence. Uploaded proof of a bank transfer or cash payment, and the verification decision. Card numbers are never among this; the product takes no card payments.
• Operational evidence. Turnover and inspection photographs, damage reports, and the timestamps attached to them.
• Technical records. Application and infrastructure logs used to keep the service running and to investigate problems, and an immutable audit row for every state change, recording who did what and when.
• Product usage. Inside the signed-in app we record which screens each seat opens and for how long, so our support staff can see how a workspace uses the product. We store the screen's template (for example "a booking page"), never the booking, guest or record it showed, and we delete these rows after 180 days.
• Text sent to the AI features. When a workspace uses the AI features, the guest message being answered, the property facts the workspace has entered, and the content it asks to translate are sent to the model to produce a draft, a reply or a translation. Door codes and Wi-Fi passwords are removed before anything reaches the model.

Why we process it

To provide the service under our agreement with the operator; to keep it secure and to investigate abuse; to bill for it; and to meet legal obligations. We do not process your data for advertising, we do not build profiles across operators, and we do not use it to train models.

Who processes data on our behalf

We use a small number of providers, each only for what its entry says. Several of them are used only when a workspace turns the matching feature on.

• Amazon Web Services (United States, us-east-1) for hosting, managed PostgreSQL and object storage. This is where your data lives.
• Amazon Web Services Bedrock (United States) for the AI features: reply drafts in the inbox, the per-property AI assistant and its autopilot, translation of a workspace's own booking-site content into other languages, and Ask AI, the help-centre assistant. Door codes and Wi-Fi passwords are removed before text is sent.
• Meta Platforms, through the WhatsApp Business Platform, when you connect WhatsApp using your own account and credentials. Messages pass through Meta because that is what WhatsApp is. Meta also delivers a sign-in verification code by WhatsApp when we choose that route for a code.
• Twilio and SendPK, which deliver the one-time codes that prove a person's mobile number by SMS.
• Google, when a person chooses Sign in with Google, and for the maps on booking sites and in the app.
• Microsoft, when a person chooses Sign in with Microsoft.
• Channex, the channel manager, when you connect Airbnb, Booking.com, Expedia, Agoda, Vrbo or Google Vacation Rentals, for the sync of availability, prices, reservations, messages and reviews between the channel and your workspace.
• TTLock and Nuki, when you connect a smart-lock account of theirs, to create, move and remove the door code for each stay on your locks.
• A transactional email provider, for sign-in emails, notifications and statements sent by email.
• Web push notifications, when a person turns them on, pass through that person's browser push service (for example Google, Apple or Mozilla), encrypted so the push service cannot read them.

For this marketing site, Google (Google Analytics) andMeta (the Meta Pixel) receive data only from visitors who accept them; see Cookies below. No card processor is listed because the product takes no card payments.

The current named list, including the email provider, is available on request at info@staynhost.com. We will tell operators before adding a provider that processes personal data.

Where the data is

In the United States, in the AWS us-east-1 region, encrypted at rest with encrypted backups. In-region hosting for other geographies is a scaling item and is not available today, so if your regulator requires data residency in a particular country, ask before you subscribe.

How it is kept apart

Every table carries the workspace it belongs to, and isolation is enforced by the database with row-level security rather than by application code that could be bypassed. Seats can be scoped to specific properties by the same mechanism, and owner and investor portal access is scoped to that person's own position. Identity documents and payment evidence are handled at a stricter class, reachable only through short-lived signed links and only by seats holding the permission, with an audit row on every view. See the security page for more.

How long we keep it

For as long as the operator's workspace is active, because a rental business needs its own history: a booking from two years ago is evidence in a dispute today. Audit rows are append-only and are not edited or deleted by the product. When a workspace closes, its data is deleted after a wind-down window that leaves time to export, unless we are required to keep something longer for legal or tax reasons.

Operators can delete individual records within their own workspace where the product allows it, and should do so in line with their own retention policy.

Your rights

Depending on where you are, you may have rights to access, correct, export, delete or restrict the processing of your personal data, and to object to it. Operators can exercise these against us directly. Guests should exercise them against the operator they booked with, who holds the data; we will support that operator in answering.

Requests go to info@staynhost.comwith PRIVACY in the subject line.

Cookies and measurement on this site

On your first visit, staynhost.com shows a banner titled "Cookies, plainly" with two buttons of equal weight: Reject and Accept. Until you choose, and after you reject, only the first item below runs.

• Umami, our own self-hosted visit counter at analytics.staynhost.com. It sets no cookie, assigns no visitor id and collects no personal data, so it runs for every visitor whatever they choose. It tells us which pages are read.
• Google Analytics 4, which sets Google's _ga cookies to measure how visitors use the site. It loads only after you accept.
• Meta Pixel, which sets Meta's _fbp cookie to measure which ads brought visitors here. It loads only after you accept.
• Campaign details. After you accept, if you arrived from an ad or a tagged link, the site stores that link's campaign tags and click id in your browser and passes them to our sign-up page, so we know which campaign brought a new customer. If that person later becomes a paying customer, we may report the conversion to Google or Meta using the ad click id alone, never a name, email address or phone number.

Your choice is stored in your browser (as snh_consent) so the banner does not ask again on every page. To change it, use Cookie settings at the foot of any page: the same banner opens and your new choice replaces the old one (a tag you have just refused stops loading from your next page view). Clearing this site's stored data in your browser also brings the banner back. You can also write to us and we will help.

The application at app.staynhost.com uses cookies that are necessary for it to work, principally to keep you signed in and to protect against request forgery.

Children

The service is for businesses and is not directed at children. Where a guest record includes a minor travelling with an adult, the operator is responsible for collecting no more than the stay requires.

Changes

We may update this policy. Material changes are notified to operators before they take effect, and the date at the top always shows the current version.

Contact

info@staynhost.com, subject line PRIVACY. See also the terms of service.