Virtual Receptionist Policy
Virtual Receptionist Policy
When you call our customer service number, your inquiry may be handled by our AI receptionist – an automated artificial intelligence system, technically provided by Denix Labs EOOD (DenixLabs).
The AI receptionist is used for administrative service of inquiries, including providing general information about the hotel, checking availability and rates, creating a reservation, querying an existing reservation, accepting requests and requests to the staff, adding a companion to a reservation and sending a payment link via SMS. When talking to the AI receptionist, you interact with an automated system, not a person. The AI receptionist does not change or cancel reservations – such requests are recorded and processed by the hotel staff.
If you do not wish to speak to the AI receptionist, you can end the call and contact Five Elements Hotel by another means or later.
In connection with the use of the AI receptionist, the Five Elements hotel may process personal data such as: name, telephone number, email address, arrival and departure dates, number and age of guests, preferred room type and rate, reservation number, wishes and special requests to the staff, names and contact details of companions that you provide, text transcription of the conversation, date and time of the call, as well as other information that you voluntarily provide during the conversation.
Please do not provide unnecessary information, personal identification number, payment card details or other data that is not necessary for the administrative handling of your inquiry. Payments are not made in the conversation with the AI receptionist – upon request, you will receive an SMS with a link to the hotel’s secure payment portal.
Reservation and guest data are stored in the Five Elements hotel’s property management system (PMS), which the AI receptionist works with in real time. In order to provide you with information about an existing reservation, the AI receptionist first verifies your identity via the phone number you are calling from or the details provided during the reservation; if it is not possible to clearly confirm, the conversation is transferred to the staff.
The legal grounds for the processing are, as the case may be: taking steps at your request prior to entering into an accommodation contract and performing such a contract; legitimate interest of the Five Elements Hotel to efficiently organize incoming calls and inquiries and not leave inquiries unanswered; and compliance with legal obligations, including under the Tourism Act.
Denix Labs Ltd. processes personal data on behalf of and on behalf of Five Elements Hotel as a personal data processor. More information about the processing of data by DenixLabs can be found in the DenixLabs privacy policy.
Subcontractors may be used to operate the AI Receptionist, including providers of speech recognition, text generation, speech synthesis and SMS technology. Some of the data may be processed outside the European Economic Area, in which case appropriate safeguards under the GDPR, including standard contractual clauses, adequacy decisions or other acceptable mechanisms, will apply.
The audio data from the call is used solely for the technical processing of the call in real time and is not stored after the end of this processing. The text transcriptions and technical logs are stored for a limited period of time, necessary for the administration of the request, security, quality control and protection in case of possible disputes, after which they are deleted or anonymized, unless the law requires longer storage. Your reservation data is stored in the hotel system of the Five Elements hotel in accordance with the other sections of this policy.
You can exercise your rights under the GDPR, including the right to access, rectification, erasure, restriction, objection and complaint to the Personal Data Protection Commission, by contacting the Five Elements Hotel.
The AI receptionist is used for administrative service of inquiries, including providing general information about the hotel, checking availability and rates, creating a reservation, querying an existing reservation, accepting requests and requests to the staff, adding a companion to a reservation and sending a payment link via SMS. When talking to the AI receptionist, you interact with an automated system, not a person. The AI receptionist does not change or cancel reservations – such requests are recorded and processed by the hotel staff.
If you do not wish to speak to the AI receptionist, you can end the call and contact Five Elements Hotel by another means or later.
In connection with the use of the AI receptionist, the Five Elements hotel may process personal data such as: name, telephone number, email address, arrival and departure dates, number and age of guests, preferred room type and rate, reservation number, wishes and special requests to the staff, names and contact details of companions that you provide, text transcription of the conversation, date and time of the call, as well as other information that you voluntarily provide during the conversation.
Please do not provide unnecessary information, personal identification number, payment card details or other data that is not necessary for the administrative handling of your inquiry. Payments are not made in the conversation with the AI receptionist – upon request, you will receive an SMS with a link to the hotel’s secure payment portal.
Reservation and guest data are stored in the Five Elements hotel’s property management system (PMS), which the AI receptionist works with in real time. In order to provide you with information about an existing reservation, the AI receptionist first verifies your identity via the phone number you are calling from or the details provided during the reservation; if it is not possible to clearly confirm, the conversation is transferred to the staff.
The legal grounds for the processing are, as the case may be: taking steps at your request prior to entering into an accommodation contract and performing such a contract; legitimate interest of the Five Elements Hotel to efficiently organize incoming calls and inquiries and not leave inquiries unanswered; and compliance with legal obligations, including under the Tourism Act.
Denix Labs Ltd. processes personal data on behalf of and on behalf of Five Elements Hotel as a personal data processor. More information about the processing of data by DenixLabs can be found in the DenixLabs privacy policy.
Subcontractors may be used to operate the AI Receptionist, including providers of speech recognition, text generation, speech synthesis and SMS technology. Some of the data may be processed outside the European Economic Area, in which case appropriate safeguards under the GDPR, including standard contractual clauses, adequacy decisions or other acceptable mechanisms, will apply.
The audio data from the call is used solely for the technical processing of the call in real time and is not stored after the end of this processing. The text transcriptions and technical logs are stored for a limited period of time, necessary for the administration of the request, security, quality control and protection in case of possible disputes, after which they are deleted or anonymized, unless the law requires longer storage. Your reservation data is stored in the hotel system of the Five Elements hotel in accordance with the other sections of this policy.
You can exercise your rights under the GDPR, including the right to access, rectification, erasure, restriction, objection and complaint to the Personal Data Protection Commission, by contacting the Five Elements Hotel.
