Effective date:

AI Use Policy

1. General

Guesty Inc. and its affiliates. (“Guesty”, “we”, “us”, or “our”) may use artificial intelligence technologies, including generative AI, to power certain features of the Services, to support product development, and to improve operational efficiency.

This AI Policy (the “Policy”) explains how Guesty uses artificial intelligence features and related technologies in connection with its products and services (the “Services”), and sets additional terms, limitations, and disclaimers applicable to AI-enabled features.

This Policy forms part of, and is incorporated by reference into, our Terms of Service and supplements our Privacy Policy.

Certain AI-enabled features may include additional product-level disclosures, configurations, feature descriptions, or in-product guidance. Unless expressly stated otherwise, this Policy governs the use of all AI-Enabled Features made available as part of the Services, including any future AI-enabled functionality. Such product-level materials are provided for transparency and operational guidance and do not create separate contractual terms unless expressly identified as such.

We may update this Policy from time to time. Material changes will be communicated through the Services, our website, or other appropriate means, and will become effective in accordance with the Terms of Service.

Your continued use of the Services after an update becomes effective constitutes acceptance of the updated Policy.

2. Definitions

For purposes of this Policy:

  • “AI” means artificial intelligence technologies, including machine learning models and generative AI systems, whether developed by Guesty or provided by third parties, including models accessed via APIs, embedded components, or integrated third-party services, that can generate, classify, summarize, recommend, or otherwise process content or information.
  • “AI Agents” means “Automated Features” that may operate autonomously or semi-autonomously to initiate workflows, generate communications, interact with integrated systems, or perform actions based on rules, triggers, permissions, configurations, or instructions selected, enabled, or managed by the customer or its authorized users.
  • “AI-Enabled Features” means any feature, functionality, workflow, component, or process within or supporting the Services that uses AI.
  • “Automated Features” means AI-Enabled Features that generate, deliver, or take actions (including communications) without real-time human intervention, based on predefined rules, triggers, or configurations selected, enabled, or managed by the customer through the Services.
  • “Applicable Law” means laws and regulations applicable to Guesty’s use of AI and processing of data, including (where relevant) privacy and data protection laws, consumer protection laws, EU AI Act and other mandatory legal requirements.
  • “Customer Content” means content, data, materials, prompts, configurations, and other information submitted, transmitted, stored, generated from, or otherwise made available by or on behalf of a customer or its users through the Services.
  • “Guesty Personnel” means our employees, contractors, agents, and representatives acting on our behalf.
  • “Output” means any content, response, recommendation, or result generated by AI-Enabled Features.
  • “Personal Data” (or “Personal Information”) means information that identifies, relates to, describes, is reasonably capable of being associated with, or could reasonably be linked, directly or indirectly, with an identified or identifiable person.

Capitalized terms not defined herein may be defined in our Terms of Service or Privacy Policy.

If you do not agree to this Policy, you must discontinue use of AI-enabled features and, where applicable, the Services.

3. Scope

This Policy applies to:

  • AI-Enabled Features within Guesty’s products and services, including, but not limited to, AI-Enabled Features that operate automatically or semi-automatically based on customer-defined configurations;
  • Guesty’s internal operational use of AI (including by Guesty Personnel); and
  • Customer use of AI-Enabled Features, subject to our Terms of Service.

Certain services, modules, or integrations may be subject to additional terms, notices, or product-specific disclosures.

4. Our Principles: Human Oversight, Accountability and Transparency

Human Oversight

We design and operate AI-Enabled Features to support and augment human decision-making, not to replace it. Where AI outputs may materially affect customers, users, or outcomes, and where appropriate and proportionate to the risk involved, we may implement controls, which may include:

  • human review and validation;
  • escalation paths;
  • override mechanisms, and/or;
  • monitoring and intervention procedures.

Certain AI-Enabled Features may allow for partial or full automation based on selected, enabled, or managed by the customer rules, triggers, or configurations, including the generation or delivery of communications without real-time human intervention. In such cases, the customer remains solely responsible for defining, managing, and overseeing such configurations and their outcomes.

Accountability

Guesty remains responsible for the Services in accordance with its contractual commitments and Applicable Law. The use of AI does not, in itself, alter the allocation of responsibilities set forth in the Terms of Service.

Transparency

Guesty is committed to providing clear and appropriate transparency regarding the use of AI in the Services. Guesty will take reasonable measures, where required by Applicable Law or where appropriate in the context of the Services, to inform users in a manner that is meaningful and proportionate to the nature and impact of the AI involvement.

  • AI-Driven Interactions: where users interact directly with an AI system (such as an automated assistant or AI-supported messaging functionality), unless it is otherwise apparent from the context that the interaction involves AI.
  • AI-Generated or AI-Assisted Content: where content (including text, images, or other outputs) is generated or materially assisted by generative AI and such involvement would not otherwise be apparent to the user.
  • AI-Provided Services or Functionality: where a service, feature, or functionality is substantially provided, automated, or driven by AI rather than solely by human action.
  • Timing of Disclosure: where disclosure is required, such information will be provided in a clear and distinguishable manner at the latest at the time of the first interaction or exposure.

Transparency may be provided through product features, labels, user interface elements, or relevant documentation, as appropriate and in accordance with Applicable Law.

Where applicable, AI-Enabled Features may be optional, configurable, or operate based on settings, rules, triggers, or configurations selected, enabled, or managed by the customer through the Services. Where such controls are available, they will be described within the product interface or in relevant documentation.

Customers are responsible for selecting, configuring, and managing such settings, including any impact on automated behavior or outputs. Availability and scope of such controls may vary depending on the specific feature or service tier.

5. How We Use AI

We may use artificial intelligence technologies, including AI developed internally by Guesty and AI provided by third-party service providers, in connection with the Services and our internal operations, for purposes that include, without limitation:

  • automating and optimizing workflows;
  • generating summaries, classifications, and prioritizations;
  • providing insights and recommendations to support user decision-making;
  • improving customer support and service operations; and
  • enhancing security, quality assurance, and reliability (e.g., detecting anomalies or reducing abuse).

AI outputs are probabilistic in nature and may be inaccurate, incomplete, biased, or outdated.

AI-Enabled Features do not constitute legal, financial, medical, or other professional advice. You remain solely responsible for evaluating and verifying any AI-generated output before relying on it.

6. AI Agents and Automated Actions

AI Agents may initiate workflows, generate communications, interact with integrated systems, or perform actions based on settings, rules, triggers, permissions, configurations, or instructions selected, enabled, or managed by the customer or its authorized users.

AI Agents may operate automatically, with limited human involvement, or be subject to customer-defined approval flows or intervention mechanisms, where available.

Customers are solely responsible for:

  • selecting, enabling, configuring, authorizing, monitoring, and managing AI Agents, including setting and limiting their permissions and access rights to what is appropriate for the intended use;
  • maintaining appropriate human oversight over AI Agent activity and outputs;
  • reviewing and validating actions, communications, and decisions generated or executed by AI Agents before relying on them where appropriate; and
  • ensuring that any use of AI Agents, including communications or interactions with end users, guests, customers, or third parties, complies with Applicable Law, including any required notices, disclosures, or consents.

Customers are solely responsible for their use of AI Agents, including use by their authorized users or end users, and for any actions, decisions, communications, or outcomes arising from or related to such use. Actions and communications initiated or executed by AI Agents through the Services are deemed to be performed on behalf of the customer and under the customer’s control and responsibility.

7. Safeguards and Controls

We apply safeguards designed to promote responsible use of AI, which may include:

  • pre-deployment review and approval of AI-Enabled Features;
  • testing for quality, reliability, and inappropriate outputs (including harmful content);
  • monitoring and logging, subject to applicable privacy and security requirements;
  • technical measures designed to prevent unauthorized access, data leakage, or misuse; and
  • the ability to limit, suspend, modify, or disable AI-Enabled Features, including automated or AI-driven functionality, where we identify risk, misuse, or non-compliance.

8. Data, Privacy, and Security

Processing Standards

Any processing of data in connection with AI-Enabled Features is conducted in accordance with our Privacy Policy, the Terms of Service, and Applicable Law. This Policy does not modify or expand our data processing obligations as set forth in those documents.

We implement administrative, technical, and organizational measures designed to protect information and mitigate risk, consistent with the nature and scope of the relevant AI-Enabled Feature.

Customer Content

Customer Content is processed for legitimate business purposes and in accordance with our contractual commitments and legal obligations. Unless otherwise agreed in writing or required to provide the Services, Guesty does not use Customer Content to train generalized third-party AI models.

Third-Party Processing and International Transfers

Certain AI-Enabled Features may rely on third-party service providers, including cloud infrastructure and AI vendors. Where such providers process Customer Content on our behalf, we implement contractual and technical safeguards consistent with Applicable Law. You acknowledge that such processing may involve cross-border transfers of data, subject to applicable data protection laws and contractual safeguards. Guesty does not control the independent practices of third-party providers beyond the scope of applicable agreements.

Security Assurance

Guesty maintains an information security program designed to protect the confidentiality, integrity, and availability of the Services and Customer Content. Our security controls are aligned with recognized industry standards and are independently assessed under the SOC 2 framework. AI-Enabled Features are developed and operated within this broader security framework.

Sensitive Information

Unless explicitly supported as part of the Services, customers must not submit or input sensitive information into AI-Enabled Features, including but not limited to payment card data (such as PAN), authentication credentials, access tokens, or other secrets.

Where reasonably practicable, customers should remove or redact such information prior to using AI-Enabled Features.

9. Internal Governance and Responsible Use

Guesty maintains internal policies and controls governing the use of AI by its personnel. These controls are designed to promote secure, responsible, and compliant use of AI technologies in connection with the Services. Such controls include, among other things:

  • limiting use to approved tools and authorized configurations;
  • applying data minimization principles;
  • restricting the sharing of sensitive or confidential information;
  • requiring appropriate human review of AI-assisted outputs before external use; and
  • maintaining individual accountability for work product generated or assisted by AI.

10. Customer Responsibilities and Prohibited Uses

Customers and their users must use AI-Enabled Features in compliance with Applicable Law and our Terms of Service. Without limiting any other restrictions, customers may not use the services or AI-Enabled Features to:

  • create or distribute unlawful, misleading, defamatory, discriminatory, harassing, or offensive content;
  • impersonate, recreate, or simulate an identifiable individual without a lawful basis and explicit consent;
  • engage in harassment, intimidation, manipulation, or social scoring;
  • attempt to compromise the security, integrity, or availability of Guesty systems or data (including attempts to extract confidential information or bypass safeguards);
  • violate privacy, data protection, intellectual property, or other Applicable Law;
  • use AI-Enabled Features to develop, train, or improve generalized AI or machine learning models using Guesty data, integrations, or access, where prohibited by our Terms of Service.

Any such use may, in Guesty’s sole discretion, constitute a material breach of the Terms of Service and may result in suspension or termination of access, as well as any other remedies available to Guesty.

Customers are solely responsible for:

  • configuring AI-Enabled Features, including any automated or rule-based functionality;
  • any activity that occurs while using the AI-Enabled Features, including any changes, additions, or deletions made by the Customer or its users;
  • defining, selecting, enabling, and maintaining appropriate rules, triggers, configurations, and content for Automated Features;
  • ensuring it has the necessary rights, notices, and lawful basis to submit Customer Content for processing through the features, including where such data relates to individuals;
  • reviewing and validating outputs before use or communication, publishing, or displaying them to third parties, ensuring the output reflects your intended message; and
  • monitoring the operation of AI-Enabled Features, including automated behavior.

Use of AI-Enabled Features may be subject to limitations, restrictions, or acceptable use requirements imposed by third-party AI providers. Violations of such restrictions may result in suspension or limitation of access to AI-Enabled Features.

11. AI Output and Reliance

When you use our AI-Enabled Features, you acknowledge and agree that:

  1. AI-Enabled Features generate outputs through automated systems, and such outputs may be inaccurate, incomplete, biased, outdated, or otherwise unreliable. Outputs must not be used as the sole basis for decisions that may materially affect an individual, guest, customer, or third party, or as a substitute for independent judgment or professional advice.
  2. Guesty makes no representations or warranties, express or implied, regarding the accuracy, completeness, reliability, legality, decency, quality, bias, compliance with third-party rights, or fitness for a particular purpose of any AI-generated output.
  3. You are solely responsible for reviewing, evaluating, and validating any output before relying on it, using it in business operations, or communicating it to third parties.
  4. Where AI-Enabled Features generate or deliver Outputs automatically, including communications sent to third parties based on settings, rules, triggers, or configurations selected, enabled, or managed by the customer through the Services, such Outputs are deemed to be made on behalf of the customer, who remains responsible for their content and consequences.
  5. AI-Enabled Features may assist with guest communications, operational recommendations, pricing insights, or other workflow automation. Final decisions remain the responsibility of the customer.
  6. Outputs from the Services are provided for informational purposes only and must not be used as the sole basis for decision-making or as a substitute for independent judgment or professional advice, including legal, financial, tax, compliance, or regulatory advice.
  7. To the maximum extent permitted by Applicable Law, Guesty shall not be liable for any loss, damage, or claim arising from or related to reliance on AI-generated outputs, including but not limited to any miscommunication, legal claims, or regulatory violations arising from automated replies sent based on customer-defined rules, triggers, or configurations selected, enabled, or managed by the customer through the Services.

12. Third-Party AI Technologies

Guesty may integrate or rely on third-party AI technologies to provide portions of the Services. We evaluate such technologies and implement contractual and technical safeguards designed to promote appropriate security, privacy, and responsible use.

Guesty remains responsible for the Services in accordance with its contractual commitments and Applicable Law. The involvement of third-party AI providers does not, in itself, expand Guesty’s obligations beyond those set forth in the Terms of Service.

Guesty does not control the independent operation, availability, or performance of third-party AI technologies and shall not be liable for any disruption, unavailability, errors, or changes in functionality resulting from such services.

Guesty reserves the right to modify, replace, or discontinue the use of any AI provider at its discretion.

13. Reporting Concerns

If you believe an AI-Enabled Feature has generated content that is unsafe, unlawful, discriminatory, biased, privacy-invasive, security-relevant, or otherwise inconsistent with this Policy, or if you suspect misuse of AI within the Services, please contact us at: Legal@guesty.com