Privacy note

What InnReply is

InnReply is a chat helper that small inns and B&Bs add to their own website. It answers guests' questions using the inn's website and can point guests to the inn's booking page.

What we store

• Guest chat messages. What guests type into the chat, with the time and what the chat did (answered, checked dates, or passed the question on). We don't ask guests for their name.
• Emails guests choose to leave. When the chat can't answer, a guest can leave their email and question so the innkeeper can reply. Only if they choose to.
• Hotel account info. The inn's name, website, the innkeeper's email, and a password. We only keep a scrambled (hashed) version of the password, never the password itself.
• Booking keys. If an inn pastes a Lodgify or Beds24 key so the chat can check real availability, we keep it encrypted.
• The inn's public web pages. Our reader, InnReplyBot, reads a handful of the inn's public pages so the chat knows the answers. It follows the site's robots.txt rules.

Why

To answer guests, to let innkeepers see the questions their guests ask and reply to the ones the chat couldn't answer, and to count chats for the inn's plan. That's it.

How long

• Chat messages and guest emails: deleted after 12 months.
• Hotel account info: kept while the account is open. Ask us to close it and we'll delete it within 30 days.
• Internet (IP) addresses: used briefly to block abuse, such as too many messages or sign-ups in a short time. We don't save them with chat messages, and rate-limit records expire within a day.

Who helps us

• Google Gemini writes the chat's replies. To do that, it receives the guest's question and short passages from the inn's website. We use Google's paid Gemini service. Google says it doesn't use text sent through its paid service to improve its products.
• Cloudflare hosts InnReply and stores the data. Its servers may be in a different country from you.

What we don't do

• No ads, and we never sell or rent anyone's data.
• No tracking cookies in the guest chat. The chat sets no cookies at all. It only remembers, inside the open browser tab, whether the chat window is open, and that's forgotten when the tab closes.
• The innkeeper dashboard uses one cookie to keep innkeepers logged in. Guests never get it.

Your choices

Guests: the inn you chatted with is the best place to start, and you can always write to us too. Innkeepers and guests can ask us to see, correct, or delete their data.

Contact

Email innreplyapp@gmail.com. We read every message and reply by email.