GuestLumeGuestLume helps hotels serve guests through website and in-room chat. We treat the information shared in those conversations as hotel data, protect it with layered controls, and do not sell it.
Our approach
Encryption and secure delivery
GuestLume uses HTTPS for data in transit between a browser and our service. We use trusted cloud providers for application hosting, database services and transactional email; those providers operate encryption controls for data at rest and in transit. Sensitive service credentials are stored as encrypted deployment environment variables rather than in the website code.
Access controls and staff roles
The GuestLume dashboard requires an authenticated account. Access is assigned by role and hotel workspace:
- Owner: manages the GuestLume organisation and its hotel workspaces.
- Hotel administrator: manages their own hotel’s settings, team and operational data.
- Staff: sees only the request queues and conversations assigned to their department, such as Reception, Housekeeping, Food & Beverage or Spa.
We restrict access to hotel data through hotel-scoped permissions. Staff from one hotel are not permitted to view or manage another hotel’s data. Hotel administrators can control staff access and department assignments.
Hotel data separation
GuestLume is built as a multi-hotel platform, but every hotel record is associated with a specific hotel workspace. Application checks restrict dashboard and operational requests to the signed-in user’s authorised hotel and, where relevant, their assigned department. We monitor and correct access-control issues as a priority.
Backups and recovery
GuestLume uses Supabase Pro for its primary database. Supabase Pro provides daily database backups for the previous seven days. Backups support recovery from an operational incident; they are not a separate long-term archive. Where data is deleted from the live service, it may remain in an encrypted backup until that backup expires, for up to seven days.
Data retention
Our retention standard is designed to keep operational data long enough for hotels to manage service and guest follow-up, without keeping it indefinitely:
| Data | Standard retention |
|---|---|
| Guest chats and completed guest requests | Up to 12 months after last activity or completion, then deleted or anonymised. |
| Unconverted booking enquiries | Up to 90 days after the last activity. |
| Hotel workspace data | Available during the hotel’s subscription. A hotel has a 30-day export window after termination before live data is deleted. |
| Staff accounts and access records | While active, then up to 90 days for access and security administration. |
| Security and audit records | Up to 12 months, unless a longer period is needed for an incident or legal obligation. |
We are implementing automated retention controls to support this standard. A hotel may ask us to delete or export its data sooner, subject to applicable law and our service agreement.
Where data is hosted and our sub-processors
GuestLume's current production infrastructure is based in the United States. We use carefully selected sub-processors to operate the service:
| Service | Why we use it | Guest personal data |
|---|---|---|
| Supabase | Database, authentication and secure data storage | Yes |
| Vercel | Application hosting and secure server routes | Transiently |
| OpenAI API | AI-generated guest-chat responses | Potentially, where provided in a chat |
| Resend | Transactional guest and hotel email delivery | Yes |
| LINE Official Account | Optional staff operational alerts | Limited request information |
| Google Workspace | GuestLume business email and support communications | Where sent by email |
We review our suppliers as our service evolves. A full technology and data register is maintained internally for supplier and hotel due diligence.
Compliance
GuestLume has completed a CSA STAR Level 1 Self-Assessment (CAIQ), publicly listed on the Cloud Security Alliance's STAR Registry.
This gives hotel security and procurement teams a standardised, industry-recognised way to evaluate our data-handling and security practices, rather than relying on our word alone.
Security incidents
We investigate suspected security incidents promptly. Our process is to contain the issue, assess the information involved, fix the cause and document the outcome. Where an incident is likely to affect a hotel or its guest data, we will notify the affected hotel without undue delay and work with them on any required guest or regulator communications.
Questions or requests
Hotels can ask for our current sub-processor list, security information or data-processing documentation. For privacy requests, email privacy@guestlume.com. For general security matters, email security@guestlume.com.
For more detail, see our Privacy Policy and Terms & Conditions.