Privacy Policy
Last updated: 15 October 2026
Hello Hosty is property management software for short-term rentals. This policy explains what personal information we collect, why we hold it, who we share it with, and what you can ask us to do about it.
It covers our website at hellohosty.com, our mobile app, and the Hello Hosty product itself, including the data of guests whose bookings are managed through it.
1. Who we are
Hello Hosty is a trading name of HELLO HOSTY LIMITED, a company registered in England and Wales.
- Company number: 14654541
- Registered office: Building 1 St Cross Chambers, Upper Marsh Lane, Hoddesdon, Hertfordshire, EN11 8LQ, United Kingdom
- Contact for privacy matters: hello@hellohosty.com
We are the data controller for the information described in section 3. For the information described in section 4, we usually act as a data processor on behalf of the property manager who uses our software.
2. The two kinds of people in this policy
We handle personal information about two different groups, and the rules differ for each. It matters which one you are.
Property managers and their teams. People who visit our website, book a demo, sign up for a trial, or use Hello Hosty to run their properties. We decide how this information is used, so we are the controller for it.
Guests. People who book or stay at a property that is managed using Hello Hosty. We hold this information because a property manager put it into our software, or because a booking channel sent it to us on their behalf. The property manager decides what happens to it. We are the processor, acting on their instructions.
If you are a guest and you want your information corrected or deleted, the fastest route is to contact the property manager or host you booked with. You can also contact us at hello@hellohosty.com and we will pass your request on and help where we are able to.
3. Information we collect about property managers
When you use our website. Pages you visit and basic technical information such as your browser type, device, and approximate location derived from your IP address. If you start a chat with us, we keep the conversation.
When you book a demo or start a trial. Your name, email address, phone number, company name, and anything else you tell us about your properties or your business.
When you hold an account. Your login credentials, the properties you manage, your team members and their access levels, your settings and preferences, and a record of what you do in the product so we can support you and investigate problems.
When you pay us. Your billing details and subscription history. We do not store your full card number. Card payments are handled by Stripe.
When you contact us. Emails, support tickets, and chat messages.
When we prepare a sample guidebook for your business. We may prepare a sample guest guidebook for a holiday let business using information the business has published on its own website or listing, such as the property name, description and photos. It is shared only by private link, is not indexed by search engines, and is deleted within 120 days. Ask us and we will delete it straight away.
When we call your business. We may phone a holiday let business about Hello Hosty using contact details the business has published, for example on its own website or on Google Maps. These calls are made for us by an AI voice agent run by our calling partner, and the agent says at the start that it is an AI. We keep a record of each call, including its outcome, notes, a transcript and, where one is made, a recording, so we can follow up and improve our service. Ask us and we will delete it straight away, and we will not call you again.
4. Information we handle about guests
Property managers use Hello Hosty to run bookings, so the following passes through our systems:
- Guest names and contact details, including email address and phone number
- Booking details: which property, arrival and departure dates, number of guests, the amount paid
- Messages between the guest and the property manager, including messages sent through connected booking channels
- Payment records for bookings taken through our booking widget
- Where a property manager uses our guest verification or digital guidebook features, the information needed to confirm a guest’s identity and give them access to their arrival details
We hold this to provide the software. We do not sell it, and we do not use it to market to guests on our own behalf.
5. Why we are allowed to hold it
Under UK data protection law we need a lawful basis for each use. Ours are:
Contract. To provide the service a property manager has signed up for, take payment, and support them.
Legitimate interests. To keep the service secure, prevent fraud and abuse, understand how the product is used so we can improve it, and to tell existing customers about features relevant to them. We balance this against your interests, and you can object at any time.
Consent. For marketing emails to people who are not yet customers, and for any non-essential cookies. You can withdraw consent whenever you like.
Legal obligation. To keep accounting records and respond to lawful requests.
Where we act as a processor for guest data, the property manager is responsible for having a lawful basis for that data.
6. Automated processing and our AI assistant
Hello Hosty includes an AI assistant that drafts and can send replies to guest messages on a property manager’s behalf.
To do this, the content of guest messages, along with booking context such as dates and property details, is sent to a third-party AI provider that generates the reply. This means guest message content leaves our systems and is processed by that provider.
We choose providers on terms that do not permit your data to be used to train their models, and we require them to hold it only as long as needed to return a response.
No decision with a legal or similarly significant effect on anyone is made by our AI without a person being able to review it. Property managers control whether the assistant sends messages automatically or drafts them for approval.
7. Who we share information with
We share personal information with the following, and only as far as each needs it:
| Who | What for | What they receive |
|---|---|---|
| Stripe | Taking card payments and subscriptions | Payment and billing details |
| Our AI provider | Generating guest message replies | Guest message content and booking context |
| Our calling partner | Making sales calls to holiday let businesses on our behalf | The business name and the contact details it has published; they return call records and transcripts to us |
| Mailchimp | Sending our emails | Names and email addresses |
| Booking channels and our channel manager (including Airbnb, Booking.com, Vrbo and Channex) | Keeping listings, availability and bookings in sync | Booking and guest details needed to manage a reservation |
| Our hosting and infrastructure providers | Running and backing up the service | Whatever is stored in the service, held securely |
| AI apps a property manager connects (such as Claude or ChatGPT) | Answering the manager’s own questions about their account, at their request | Property details, availability, prices, and bookings with guest names (never guest email or phone) |
The property manager chooses and connects these AI apps and can disconnect them at any time from Integrations in Front Desk. Once information reaches the app it is handled under that app’s own terms.
We also share information where we are required to by law, or with professional advisers where we need to. If our business is ever sold or reorganised, information may transfer as part of it, and this policy would continue to apply until you are told otherwise.
We do not sell personal information, and we do not share it with advertisers.
8. Sending information outside the UK
Some of the providers above are based outside the UK, including in the United States. Where information is transferred out of the UK, we rely on the UK’s approved safeguards, such as adequacy regulations or the International Data Transfer Agreement, so it keeps an equivalent level of protection. Ask us at hello@hellohosty.com if you want the detail for a specific provider.
9. How long we keep things
We keep information only as long as we need it.
- Account and property data: while the account is active, then up to 90 days after closure so it can be restored if the closure was a mistake.
- Guest and booking data: as instructed by the property manager. On request we delete or return it when their account closes.
- Payment and accounting records: six years, as UK tax law requires.
- Marketing contacts: until you unsubscribe, then a minimal record so we know not to contact you again.
- Sample guidebooks we prepare for a business: deleted 60 days after they are made if never opened, and 120 days if opened.
- Sales call records (transcripts, notes and recordings): deleted 120 days after the call, unless you become a customer.
- Support conversations: up to three years.
10. Keeping it safe
We encrypt data in transit and at rest, restrict access to staff who need it, hold credentials in a managed key store rather than in our code, and log access to sensitive areas. Each property manager’s data is separated so one customer cannot see another’s.
No system is perfectly secure, but if a breach occurs that puts your rights at risk we will tell you and the Information Commissioner’s Office as the law requires.
11. Your rights
Under UK data protection law you can ask us to:
- Tell you what personal information we hold about you and give you a copy
- Correct it if it is wrong or incomplete
- Delete it, where we have no continuing reason to keep it
- Restrict or object to how we use it, including stopping marketing at any time
- Move it, by giving you a copy in a portable format or sending it to another provider
- Withdraw consent where consent is what we relied on
Write to hello@hellohosty.com. We will respond within one month. There is no charge unless a request is clearly excessive or repetitive.
If you are unhappy with how we have handled your information you can complain to the Information Commissioner’s Office at ico.org.uk, or call their helpline on 0303 123 1113. We would appreciate the chance to put it right first.
12. Cookies
We use cookies that are strictly necessary to sign you in and keep the site working, and analytics cookies that help us see how the site is used. Non-essential cookies are only set with your consent, and you can change your choice at any time through your browser settings or our cookie controls.
13. Children
Hello Hosty is a business tool and is not intended for children. We do not knowingly collect information from anyone under 16. If you believe a child’s information has reached us, contact hello@hellohosty.com and we will delete it.
14. Changes
We will update this page when our practices change and revise the date at the top. For changes that materially affect you, we will tell account holders by email before they take effect.
15. Contact
HELLO HOSTY LIMITED
Building 1 St Cross Chambers, Upper Marsh Lane
Hoddesdon, Hertfordshire, EN11 8LQ
United Kingdom
Company number 14654541