Privacy Policy

Who this policy covers

This policy covers guests and prospective guests who use The House guest guide, registration form, AI Concierge, maintenance reporting or related stay-support services.

Information we handle

• Reservation and stay details, including room, booking reference, stay dates, booking source and a guest first name when it can be extracted safely.
• Secure-access and registration status. Readable booking confirmation codes are converted to a protected hash before storage.
• Nationality category and the number of non-Thai adults and children staying overnight.
• Passport images or required passport details submitted for non-Thai overnight guests, together with processing and TM30 status.
• One Thai ID-card image when a reservation is declared Thai-only, used to verify that declaration before protected guest access is opened.
• Concierge questions, feedback and service-request details such as luggage, housekeeping, booking, urgent-property or lost-key assistance.
• Optional maintenance photos and short-lived contact details supplied for a report.
• Basic technical and security information needed to operate and protect the service.

Why we use it

We use this information to manage stays, confirm guest access, complete required accommodation registration, answer questions, coordinate requested services, protect guests and the property, investigate problems and improve approved concierge information.

TM30 accommodation registration

Thai accommodation providers must report non-Thai overnight guests to Immigration. The House therefore needs the required information for every non-Thai adult and child staying overnight—not only the booking holder. Thai nationals do not need the TM30 passport-registration flow; when a reservation is declared Thai-only, one Thai ID-card image is required to verify that declaration before protected guest access is opened.

Identity documents

Passport and Thai ID-card images are uploaded through the private registration form to restricted Cloudflare R2 storage. They are not placed in the public website, AI Concierge or WhatsApp alerts. Uploaded identity-document files are automatically deleted no later than 14 days after upload, and may be deleted sooner after processing. Access is limited to authorized operations.

AI Concierge and operational alerts

The AI Concierge uses approved House information and a short conversation context to answer guest questions. Model requests are configured not to be stored by the model provider. The concierge cannot authorize protected room access or release protected information by itself.

When a request needs human attention, the system may send a limited operational alert through the Meta WhatsApp Business Platform to the relevant House team members. Alerts are designed to exclude passport content and protected access codes. Emergency services are not contacted automatically.

Services involved

The service uses Cloudflare for website delivery, server processing and private file storage; OpenAI for approved concierge-language processing; Meta WhatsApp Business Platform for protected staff notifications; and Airbnb reservation information when a stay originates on Airbnb. These providers operate under their own applicable terms and privacy policies.

Retention

• Passport and Thai ID-card files: no more than 14 days after upload, or sooner after processing.
• Concierge interactions, feedback and operational alert records: normally 30 days.
• Optional maintenance images: normally 30 days or sooner when no longer needed.
• Short conversation context stored in the guest’s browser: for the browser session.
• Reservation, regulatory and operational records: only as long as reasonably needed for the stay, legal duties, security and dispute handling.

Security and your choices

We use access controls, limited retention, protected credentials and other reasonable safeguards. No online service can guarantee absolute security. You may ask what information we hold about you, request correction, or request deletion where the information is not required for legal, regulatory, security or dispute purposes.

Policy updates

We may update this policy when the service or legal requirements change. The effective date above identifies the current version.