Privacy Policy

1. Who we are

Sysay provides the booking website and back-office that the hotel you are booking with uses to take reservations directly. For a booking, the hotel is the controller of your personal data and Sysay processes it on the hotel’s behalf as its service provider. This policy explains, in plain terms, what is collected, how it is used, and the choices you have. Questions can go to the hotel directly or to privacy@sysay.app.

2. What we collect

• Booking details you give us: your name, email, phone number, stay dates, number of guests, room and any add-ons, and any special requests you write.
• Payment information: when you pay online, your payment is handled by our payment provider. We store whether a booking is paid and a transaction reference — we do not store your full card or bank details on our systems.
• Voice concierge data (only if you use it): if you talk to the AI voice assistant, your microphone audio and a text transcript of the conversation are processed to understand you and respond. See section 4 — this is optional and only happens when you start it.
• Website usage: basic, largely anonymous analytics (pages viewed, approximate device/timing) so the hotel can understand interest. We do not build advertising profiles.

3. How we use it

To take and confirm your booking, communicate with you about it (e.g. a confirmation email), provide the voice assistant when you use it, keep the site secure and working, and meet legal or accounting obligations. We do not sell your personal data.

4. The AI voice concierge

The voice concierge is optional. It only runs if you start it, and the hotel can switch it off entirely. When you use it:

• Your microphone audio is streamed to Google’s Gemini API to power the real-time voice, and short text transcripts of what is said are sent to Anthropic’s Claude API to understand your request and guide the booking. These are AI service providers acting as our processors.
• This processing can happen on servers outside Laos (for example in the United States or the EU). Providers may retain limited data transiently to deliver and secure the service.
• The assistant is a convenience and may be inaccurate; prices and availability are always confirmed on the booking page, not by the assistant.
• You can simply not use it, or stop at any time by closing it. Doing so stops any audio being sent.

5. Who we share it with (processors)

We share data only with providers that help us run the service:

• Supabase — database, authentication and hosting.
• Vercel — website hosting and delivery.
• Google — the Gemini voice API and embedded maps.
• Anthropic — the Claude API used to understand requests.
• Resend — sending transactional emails such as your confirmation.
• The hotel’s payment provider (e.g. PhaJai / BCEL) for online payments.

Each acts under its own terms and security. We also disclose data where required by law.

6. How long we keep it

Booking records are kept for as long as needed to provide the stay and to meet the hotel’s legal, tax and accounting obligations, then deleted or anonymised. Anonymous analytics may be kept longer as it does not identify you.

7. Your choices

You can ask to access, correct or delete your personal data, or object to certain processing, by contacting the hotel or privacy@sysay.app. We will respond within a reasonable time and as the law requires. Where processing is based on your consent (such as using the voice assistant), you can withdraw it at any time by not using that feature.

8. Cookies & storage

We use only the storage needed to run the site — for example to keep you signed in (for hotel staff) or to remember your in-progress booking on your own device. We do not use third-party advertising cookies.

9. Security

Access to booking data is restricted to the hotel it belongs to, enforced in the database itself, and data is transmitted over encrypted connections. No system is perfectly secure, but we take reasonable measures to protect your information.

10. Changes & contact

We may update this policy; the “last updated” date above shows when. For any privacy question, contact the hotel directly or privacy@sysay.app.