Terms of Service

Last updated: June 11, 2026

1. Definitions

"Hotel Partner" or "You": The hotel, hospitality business, or authorized representative that registers for and uses the Service.

"Guest": Any individual who interacts with the AI receptionist via phone call or other supported channel.

"Service": The Manero AI receptionist platform, including the voice AI agent, hotel dashboard, onboarding tools, and all related features and integrations.

"Content": All information, data, text, audio, and other materials provided by you to the Service, including hotel configuration data, room information, policies, local recommendations, and any customizations.

2. Eligibility and Registration

The Service is available to legally established hospitality businesses. By registering, you represent that: (a) you are authorized to act on behalf of the hotel or hospitality business, (b) you have the authority to bind such business to these Terms, and (c) the information you provide during registration and onboarding is accurate and complete.

You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account.

3. Service Description

Manero provides an AI-powered voice receptionist that handles inbound phone calls on behalf of your hotel. The Service uses Google's Gemini AI model to understand and respond to guest inquiries, including room availability checks, reservation management, hotel information, and local recommendations.

The Service is designed to augment, not replace, your human staff. It includes an automatic escalation mechanism to transfer calls to a human when the AI cannot adequately resolve a request, when a guest explicitly asks for a human, or when a situation involves complaints, billing disputes, or emergencies.

4. Service Tiers and Pricing

Paid Tiers: Manero offers multiple Paid Tiers, each including a recurring monthly subscription fee with a set allowance of AI-handled call minutes. Specific tier names, minute allowances, and rates are published on our waitlist page and communicated during onboarding, and may be updated from time to time with notice as set out below. Overage minutes beyond the included allowance are billed at the per-minute rate communicated during onboarding and visible in your dashboard, provided the Hotel Partner has enabled overage billing in their account settings. If overage billing is not enabled and the monthly minute allowance is reached, the AI receptionist will pause until the next billing cycle begins.

Trial Period: New Paid Tier subscriptions may include a free trial period of up to 14 days, during which the Service is provided at no charge. A valid payment method is required to start a trial. At the end of the trial period, you will be automatically billed at the subscribed tier's monthly rate unless you cancel before the trial ends. Trial periods are available once per Hotel Partner.

Enterprise Tier: Custom solutions with individually negotiated terms, pricing, and service-level agreements.

All prices are in Euros and exclusive of VAT unless otherwise stated. We reserve the right to change pricing with 30 days' written notice to existing Hotel Partners.

5. Billing and Payment

Paid Tier Hotel Partners are billed monthly via the payment method provided during registration. Each monthly billing cycle includes the base subscription fee for the upcoming period and any per-minute overage charges accrued during the previous period (where applicable). Payment is processed automatically against the payment method on file at the start of each billing cycle.

If a payment fails and is not resolved within 14 days, we reserve the right to suspend the Service until payment is received. Repeated payment failure may result in termination of your account.

6. Your Responsibilities

As a Hotel Partner, you agree to:

• Provide accurate, complete, and up-to-date hotel configuration data (room types, rates, policies, amenities, and local recommendations).
• Promptly update your configuration when information changes (e.g., seasonal rates, policy changes, temporary closures).
• Ensure your property management system (PMS) integration, if applicable, remains active and properly configured.
• Maintain a functioning human escalation path (a reachable phone number or staff member) for calls the AI transfers.
• Configure call forwarding from your existing public-facing phone number(s) to the Manero phone number we provision for your account, in accordance with our setup instructions.
• Inform your guests that calls to the hotel may be handled by an AI assistant, for example through signage, booking confirmations, or your website.
• Comply with all applicable laws and regulations, including data protection and consumer rights laws.

7. Intellectual Property

The Service, including its technology, software, algorithms, user interface, documentation, and branding, is and remains the exclusive property of Manero. These Terms do not grant you any ownership rights in the Service.

You retain ownership of the Content you provide to the Service (hotel data, configurations, and local recommendations). By providing Content, you grant us a non-exclusive, worldwide license to use, process, and display such Content solely for the purpose of operating the Service on your behalf.

8. AI Limitations and Disclaimer

The AI receptionist is a technology tool that processes natural language to the best of its ability. You acknowledge and agree that:

• The AI may occasionally misunderstand guest requests, provide inaccurate information, or fail to complete a task. We are not liable for errors made by the AI during guest interactions.
• The AI's responses are based on the Content you provide. If your hotel configuration data is inaccurate or outdated, the AI's responses will reflect those inaccuracies.
• The AI cannot process payments, verify identity documents, or perform physical tasks.
• We do not guarantee any specific call resolution rate, guest satisfaction score, or revenue outcome.
• The Service depends on third-party infrastructure (telephony providers, cloud hosting, Google AI services). Outages or degradation of these services may affect the Service.

9. Availability and Uptime

We aim to provide the Service with high availability but do not guarantee 100% uptime. Scheduled maintenance will be communicated in advance. We are not liable for any downtime caused by force majeure events, third-party service outages, or circumstances beyond our reasonable control.

For Enterprise Tier partners, uptime commitments and related remedies are defined in the applicable Service Level Agreement (SLA).

10. Data Protection

Both parties agree to comply with all applicable data protection legislation, including the GDPR. For the purposes of guest call data processing, Manero acts as a data processor on behalf of the Hotel Partner (the data controller). A Data Processing Agreement (DPA) is available upon request and forms part of these Terms for Paid and Enterprise Tier partners.

11. Limitation of Liability

To the maximum extent permitted by law, Manero's total aggregate liability to you for any claims arising out of or related to these Terms or the Service shall not exceed the total fees paid by you in the 12 months preceding the claim.

In no event shall Manero be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of revenue, lost bookings, loss of data, or reputational harm, whether or not we have been advised of the possibility of such damages.

12. Indemnification

You agree to indemnify and hold harmless Manero, its officers, employees, and agents from any claims, losses, or damages (including reasonable legal fees) arising from: (a) your use of the Service, (b) inaccurate or misleading Content you provide, (c) your violation of these Terms, or (d) your violation of any applicable law or third-party rights.

13. Term and Termination

These Terms are effective upon your registration and continue until terminated.

Cancellation by Hotel Partner: You may cancel your Paid Tier subscription at any time through your account billing portal. Cancellation takes effect at the end of the current billing period, during which time the Service remains available to you. No refunds will be issued for the cancelled portion of any prepaid period. Once the billing period ends, your access to the Service will be deactivated.

Trial Cancellation: During an active trial period, you may cancel at any time before the trial ends with no charges incurred. After the trial concludes and you have been billed for the first period, standard cancellation terms apply.

Termination by Manero: We may terminate or suspend your account immediately if you materially breach these Terms and fail to cure such breach within 14 days of written notice, or as otherwise provided in these Terms.

Upon termination, your access to the Service will be disabled. We will retain your data in accordance with our Privacy Policy and applicable law.

14. Modifications to Terms

We may update these Terms from time to time. We will notify Hotel Partners of material changes at least 30 days in advance via email. Continued use of the Service after the effective date of updated Terms constitutes acceptance. If you do not agree with the changes, you may terminate your account before the effective date.

15. Governing Law and Disputes

These Terms are governed by and construed in accordance with the laws of Greece, without regard to its conflict of law provisions. Any disputes arising under these Terms shall be subject to the exclusive jurisdiction of the courts of Athens, Greece.

Before initiating any legal proceedings, both parties agree to attempt to resolve disputes through good-faith negotiation for a period of at least 30 days.

16. General Provisions

Entire Agreement: These Terms, together with the Privacy Policy and any applicable DPA or SLA, constitute the entire agreement between you and Manero regarding the Service.

Severability: If any provision of these Terms is found to be unenforceable, the remaining provisions shall continue in full force and effect.

Waiver: Our failure to enforce any right or provision of these Terms shall not constitute a waiver of such right or provision.

Assignment: You may not assign your rights under these Terms without our prior written consent. We may assign our rights to an affiliate or successor entity.

17. Contact Us

For questions about these Terms, please contact us at: