Privacy Policy

Last updated: October 11, 2026

1. Information We Collect

Hotel Partner Information: When you register for the Service, we collect your hotel name, address, contact person name, email address, phone number, and property configuration data (room types, rates, rooms and their status, amenities, policies, opening hours, and local recommendations you provide during onboarding or in your dashboard). Payment details are collected and stored by Stripe, not by us.

Guest Call Data: When a guest calls a hotel that uses Manero, the call is answered by our AI receptionist. The caller's voice is streamed in real time to our AI provider so it can understand the caller and respond. We do not record call audio. We store the caller's phone number (as shown by caller ID), the time and length of the call, the language spoken, a written transcript, a short AI-generated summary, and any details the caller gives during the call, such as their name, phone number, email address, stay dates, room preferences, or a message for the hotel.

Bookings and Messages: When a caller asks to book, the AI creates a tentative booking for the hotel to confirm. When a caller leaves a message, the AI records it. Both are stored in the hotel's dashboard and emailed to the address the hotel has chosen. If the hotel turns it on, we also email it a short summary of every call.

Website Visitors: If you join our waitlist or claim an offer on manero.ai, we collect the details you enter (such as your name, email address, hotel name and phone number). If you accept analytics cookies, Google Analytics collects information about your visit (pages viewed, approximate location, device and browser type). Vercel Web Analytics also counts page views without cookies and without identifying you.

Usage Data: When you use the dashboard, our servers log technical information such as IP address, browser type, and the pages and actions requested, to run and secure the Service.

Cookies: The dashboard at app.manero.ai uses essential cookies to keep you signed in. On manero.ai, Google Analytics cookies are set only if you accept them in the cookie banner. You can change your choice at any time through the "Cookie settings" link at the bottom of every page. We do not use advertising cookies.

2. How We Use Your Information

We use the information we collect for the following purposes:

• To provide, operate, and maintain the AI receptionist service, including answering guest calls, checking room availability and prices, creating tentative bookings, taking messages, and notifying the hotel by email.
• To manage your account, process billing, and communicate with you about service-related matters.
• To improve our Service, for example by reviewing how calls were handled, measuring response times, and identifying common guest requests. We do not use call data to train AI models.
• To understand how visitors use our website, where you have consented to analytics cookies.
• To comply with legal obligations, resolve disputes, and enforce our agreements.
• To detect, prevent, and address technical issues or security threats.

3. Service Providers and Data Transfers

We use the following service providers (sub-processors) to run the Service. Each receives only the data it needs for its task.

• xAI (United States): the real-time voice AI that answers calls. It receives the call audio while the call is in progress, and the transcript to write the call summary.
• DIDWW: provides the phone numbers we set up for hotels and routes calls to the AI. Call audio passes through its network.
• Supabase: our database and sign-in provider. Your data and guest call data are stored in Frankfurt, Germany.
• Hostinger (Frankfurt, Germany): hosts the server that connects calls to the AI and runs our automations (checking availability, creating bookings, taking messages).
• Vercel: hosts our website and dashboard. The dashboard's servers run in Frankfurt, Germany.
• Resend (United States): sends our emails, including booking and message notifications to hotels.
• Stripe: processes payments. Your payment information is handled directly by Stripe and never stored on our servers.
• TypeSafe (United States): when a caller gives an email address, it receives a short excerpt of what the caller said, to judge whether the AI should ask them to spell it.
• SerpApi, Anthropic and Firecrawl (United States): used only during onboarding to find your hotel's public Google listing and website and pre-fill your settings. They receive no guest data.
• Google (United States): Google Analytics on manero.ai, only if you accept analytics cookies.

Where personal data is transferred outside the European Economic Area, we rely on the European Commission's Standard Contractual Clauses or, where the provider is certified, the EU–U.S. Data Privacy Framework.

4. Legal Basis for Processing (GDPR)

We process personal data under the following legal bases:

• Contract Performance: Processing necessary to provide the Service to our hotel partners and to handle the booking and service requests guests make by phone.
• Legitimate Interest: Improving the Service, error monitoring, fraud prevention, and network security.
• Consent: Analytics cookies on our website and optional marketing emails. You can withdraw consent at any time.
• Legal Obligation: Where processing is required to comply with applicable law.

For guest call data, the hotel is the data controller and Manero processes the data on the hotel's behalf (see our Terms of Service).

5. Guest Call Disclosure

Every call handled by Manero begins with the AI telling the caller that they are speaking with the hotel's AI assistant. Calls are not recorded; a written transcript and summary are kept as described in Section 6. A caller who would rather speak to a person can leave a message for the hotel's team, or be put through to the team where the hotel has set this up.

6. Data Retention

• Call transcripts, summaries and callers' phone numbers are automatically erased 90 days after the call. What remains (the time, length and outcome of the call) contains no personal data and is kept for billing and statistics.
• Bookings and messages are kept in the hotel's dashboard as part of its records while the hotel's account is active, and are deleted when the hotel closes its account or asks us to. Emails we send to the hotel are held in the hotel's own mailbox.
• Hotel partner account data is kept while the account is active and for a reasonable period afterwards for legal and business purposes.
• Billing records are kept for 7 years in accordance with Greek tax law.
• Waitlist and offer sign-ups are kept until you ask us to delete them or we no longer need them to contact you about the Service.

7. Your Rights

Under the GDPR, you have the right to:

• Access: Request a copy of the personal data we hold about you.
• Rectification: Request correction of inaccurate data.
• Erasure: Request deletion of your personal data ("right to be forgotten").
• Restriction: Request that we limit the processing of your data.
• Portability: Request your data in a structured, commonly used, machine-readable format.
• Objection: Object to processing based on legitimate interests.

To exercise any of these rights, please contact us at team@manero.ai. We will respond within 30 days.

8. Guest Rights

Hotel guests who have interacted with the Manero AI receptionist may contact us at team@manero.ai to request access to, correction of, or deletion of any personal data collected during their call. We will coordinate with the relevant hotel partner to fulfil such requests.

9. Data Security

We implement appropriate technical and organizational measures to protect personal data. Our website, dashboard and the connections between our systems use encrypted connections (HTTPS/TLS). Between our phone provider and our AI provider, call set-up is encrypted with TLS. Stored data is encrypted at rest, and access is limited to the people and systems that need it. However, no method of electronic transmission or storage is 100% secure, and we cannot guarantee absolute security.

10. Children's Privacy

Our Service is not directed at individuals under the age of 16. We do not knowingly collect personal data from children. If you believe a child has provided us with personal data, please contact us at team@manero.ai and we will take steps to delete such information.

11. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify hotel partners of material changes via email and by posting the updated policy on our website. The "Last updated" date at the top of this policy indicates when it was last revised. Continued use of the Service after changes constitutes acceptance of the updated policy.

12. Contact Us

If you have questions about this Privacy Policy or wish to exercise your data protection rights, please contact us at:

You also have the right to lodge a complaint with the Hellenic Data Protection Authority (HDPA) at dpa.gr.