Privacy policy

Cortesia ("we", "us") operates cortesia.ai and the Cortesia digital concierge — a multilingual AI concierge that hotels offer to their guests. We are based in Texas, United States. Contact: hello@cortesia.ai.

If you visit our website

If you submit our demo-request form, we collect what you type: your name, email address, and optionally your hotel's name, room count, and a message. We also record where the request came from (the referring page and any campaign tags in the link you followed). This application (app.cortesia.ai) runs no analytics or advertising trackers — none. Our marketing site at cortesia.ai is built on GoHighLevel, which sets a visitor cookie (msgsndr_id) and keeps a record of your visits in your browser's storage so that a demo request can be tied to the pages you read first. That site also uses Google Analytics to understand how visitors find and use it; Google Analytics sets cookies (names beginning _ga) on cortesia.ai only, we have turned off Google's optional data-sharing settings, and we do not use this data for advertising. The concierge application does not use Google Analytics, and nothing from the marketing site reaches it.

If you are a guest at a hotel using Cortesia

You do not create an account, and we do not ask you to. When you use the concierge chat, we collect: the messages you type (free text — which may include things you choose to share, such as dietary restrictions or allergies), your room number (from the QR code you scanned), the language you are chatting in, timestamps, and the service requests you make (for example "more towels" or a restaurant reservation request, including a name for the reservation if you give one). Booking a local experience through the concierge is not offered today; the concierge does not ask guests for a name or email address anywhere. When booking is switched on, the booking form will collect the name and email you enter, and this policy will say so before that happens.

Allergy and dietary information you share in chat is treated as sensitive: it is used only to alert the hotel's staff so they can serve you safely, and for no other purpose.

If you are hotel staff

Your work email address and name (held by our authentication provider, Clerk), your role and hotel membership, staff records your hotel enters (name, role, shift, and optionally phone and email), and task records — which tasks were assigned to whom and when they were completed.

Technical basics

Like nearly every web service, our infrastructure briefly processes IP addresses — we use them to limit abusive request rates. These rate-limit counters are transient and are not stored in our database or used to profile anyone.

To run the concierge (answer questions, route service requests to hotel staff, alert staff to allergy disclosures), to let hotel staff sign in and manage their property, to respond to demo requests, to keep the service reliable and prevent abuse, and to improve the product. That is the list.

Guest conversations are answered by an artificial-intelligence assistant, not a person. To generate responses, chat messages, your room number and relevant hotel content (menus, house information, local recommendations) are processed by our AI model provider, Anthropic. Hotel staff can see guest conversations for their property in their dashboard.

We share data only with the service providers that run the product, each for a specific job:

• Anthropic — processes chat messages and your room number to generate the concierge's responses.
• Clerk — staff authentication (staff email and name). Clerk's script loads on the staff and admin pages only; guest chat pages make no request to Clerk.
• Turso — database hosting.
• Vercel — website and application hosting, including transient rate-limit storage (Upstash).
• Sentry — error monitoring. When enabled, receives reports of software failures: the error's type and message (with email addresses, phone numbers and long quoted text removed), the file and line it happened in, the route, the hotel's identifier, the language and the environment. It is configured not to receive IP addresses, cookies, request contents, room numbers or chat messages. If browser-side reporting is enabled, your browser sends these reports to Sentry directly.
• Slack — only if a hotel connects its own Slack workspace: that hotel's service requests (room number, category, request text) are posted to the hotel's chosen channel. Separately, demo requests from our website are posted to our own Slack.
• ImprovMX — forwards email sent to hello@cortesia.ai.

We also share guest data with the hotel you are staying at — that is the point of the product. When experience booking is switched on, the partner running an experience you book will receive the booking details needed to host you (your name, party size, date and time). We may disclose information if the law requires it.

We do not sell personal information. We do not use it for advertising, and we do not build advertising profiles. We do not run tracking pixels, and we run no third-party analytics in the concierge application; the only analytics we use is Google Analytics on the marketing site at cortesia.ai. Guest conversations are not used to train AI models by us.

In the concierge application we use only functional cookies and browser storage — nothing for analytics or advertising, which is why you do not see a cookie banner here. Specifically:

• Our authentication provider (Clerk) sets cookies necessary for staff sign-in (currently with names like __client_uat and __clerk_db_jwt, subject to change), and its script keeps two entries in browser storage — on the staff and admin pages, where it loads. A guest page sets none of them; a staff member who opens a guest page in the same browser still carries their own sign-in cookies, which go to us, not to a third party.
• Staff-facing preferences — the selected property and language — are kept in cookies and browser storage (keys guestai_active_hotel and guestai_admin_locale).
• Guest chat keeps two things in your browser. One is an identifier for your conversation, stored under guestai_session, so the same phone can reopen the thread if the page is closed or refreshed. It does not hold your messages. The conversation stays open on our side until the hotel marks the room departed or ends it, or until the stay it belongs to is over; closing the page does not end it. The other, where the hotel uses room codes, is the code from the QR code you scanned, stored under guestai_room_code until you close the tab; it shows that the request comes from someone who scanned that room's code, and is sent with your messages.
• Google Analytics cookies (names beginning _ga) on cortesia.ai only, as described under "If you visit our website". They are not used in the concierge application.

If we ever introduce analytics in the concierge application, or add any other analytics to the marketing site, we will update this policy before doing so.

Honestly: today we retain data until it is deleted on request — we do not yet enforce automatic retention schedules. Email hello@cortesia.ai and we will delete your data. As the product matures we expect to adopt defined retention periods, and this policy will be updated when we do.

Cortesia is not directed at children, and we do not knowingly collect children's data. Guest chat is intended for use by the registered hotel guest.

You can ask us to access, correct, or delete your personal information by emailing hello@cortesia.ai. Residents of California, Texas, and other states with privacy laws have specific statutory rights to access, deletion, and correction — we honor these requests for everyone, regardless of where you live or whether a statute technically applies to us. We will never discriminate against you for exercising them.

When Cortesia processes your data as a guest, we do so on behalf of your hotel: the hotel decides what the concierge offers and is the controller of your guest data, while Cortesia is its processor. You can direct any privacy request to your hotel, to us, or to both — we will help either way.

When we change this policy, we update the dates at the top. Material changes will be noted prominently on this page. The current version always lives at this address.

hello@cortesia.ai — a person reads it.