Privacy notice
Last updated 29 September 2026
Concierge is used by short-term-rental operators to answer their guests’ messages and calls. This notice explains what happens to the data that passes through it — guests’ messages and calls, and the operator team’s accounts.
Where data is stored
The application and its database run on Railway in the EU region. Call recordings and uploaded documents are kept in AWS S3 (London) or Cloudflare R2 and are only ever shared through short-lived signed links.
How AI is used
- AI drafts replies to guest messages and answers calls, grounded in the operator’s own property information.
- Phone numbers, email addresses and card-like numbers are masked before any text is sent to an AI provider.
- Guest and operator data is not used to train AI models. Concierge doesn’t train on it, and only uses AI providers with training on customer data switched off.
- Every AI reply is stored with the sources it used, so the operator’s team can see why it said what it said.
Phone calls and recordings
Every call to an operator’s Concierge number starts with a notice that the call is recorded. Recordings and transcripts are kept for 90 days by default; each operator can set this anywhere from 30 to 365 days, after which recordings are deleted automatically.
Operator team accounts
- Passwords are stored only as Argon2id hashes. Sign-in sessions use secure, httpOnly cookies and can be ended from any device.
- Credentials for connected systems (such as a property-management system) are encrypted at rest.
- Sign-ins, sends, setting changes and deletions are recorded in an audit log the operator’s owners can review.
Sub-processors
These providers process data for Concierge, each for the purpose listed:
| Provider | Purpose |
|---|---|
| Railway | Hosts the application, database and job queues in its EU region. |
| Anthropic | AI model (Claude) that drafts replies to guest messages and answers calls. |
| OpenAI | Text embeddings for searching each property’s knowledge base; a fallback AI model only if an operator’s setup selects it. |
| Deepgram | Speech-to-text for phone calls. |
| ElevenLabs | Text-to-speech voice for phone calls. |
| Twilio | Phone numbers, calls, call recordings and SMS. |
| AWS S3 or Cloudflare R2 | Storage for call recordings and uploaded documents (one of the two, depending on the deployment). |
| Resend | Emails such as invites, password resets and alerts. |
| Sentry | Error monitoring, so faults can be traced and fixed. |
| Slack | Escalation alerts, only when an operator connects its Slack workspace. |
| “Continue with Google” sign-in, only for people who choose it. | |
| Stripe | Billing and usage records for operators. |
Deletion and export
Items people delete in Concierge are removed from view and recorded in the audit log. An operator can ask for a full export and erasure of its data.
Questions
If you were a guest, contact the operator you stayed with — they decide how your stay’s data is used. If you use Concierge at work, ask your company’s administrator or your account manager. See also the terms.