Privacy-first by design.
Built for hotel operations.
This Privacy Policy explains how NightShift AI (“NightShift,” “we,” “us,” or “our”) collects, uses, and protects information when you use our website, dashboard, and AI call-handling services (the “Service”).
Important note
NightShift AI is a virtual front desk trained on your property’s rules — not a generic call center. Hotels control configuration choices (what the AI can answer, what gets logged, and who receives escalations).
Key points
Here are the main takeaways. Details follow in the sections below.
- We do not sell your data.
- We use data to operate the Service and support your hotel/business.
- NightShift is designed to avoid collecting guest payment card numbers over calls.
- Hotels control what gets configured, logged, and escalated.
- You can request access, correction, or deletion where applicable.
Do not send sensitive data
Please do not send full card numbers, passwords, or government IDs/SSNs via the contact form. NightShift is designed to avoid collecting card numbers via AI calls.
What we collect, how we use it, and sharing
We collect information necessary to operate NightShift and deliver services to hotels, motels, portfolios, and other supported businesses.
1) Information we collect
Depending on how you use the Service, we may collect:
- Account & business information — name, email, phone number, business name, role/title.
- Configuration data — address, amenities, policies (pets, deposits, smoking), routing/escalation contacts.
- Call metadata — caller number, time, duration, and high-level outcome tags.
- Call content — transcripts/summaries/structured notes for logging and follow-up (based on configuration).
- Reservation details — guest name, dates, nights, room type, guest count, notes (configured to avoid card numbers).
- Website usage data — pages visited, device/browser, basic analytics.
2) How we use information
We use collected information to:
- Operate and maintain the Service
- Answer, route, and summarize calls for your property
- Send notifications (SMS/email) based on your configuration
- Provide customer support and troubleshoot issues
- Improve reliability and performance of configured workflows
- Monitor for abuse, fraud, and security risks
We process information based on legitimate business needs to provide the Service, comply with law, and protect the security and integrity of NightShift.
3) Payment information
NightShift AI is designed to avoid collecting or storing guests’ credit/debit card numbers through AI voice agents. If a workflow requires payments, we typically route payments through your existing secure process (front desk, payment link, or your preferred method).
NightShift subscription/setup billing (for customers) is handled through secure third-party processors.
4) Call recording, transcription & notices
Call handling laws vary by jurisdiction. Depending on your configuration and local requirements, calls may be recorded or transcribed for quality, logging, operational follow-up, and reliability.
Hotel customers are responsible for providing required caller disclosures and obtaining any necessary consent under applicable laws. We can support configuration choices that help align with your requirements.
5) Cookies & analytics
Our website may use cookies or similar technologies for basic functionality and to understand site usage. We do not use cookies for behavioral advertising or cross-site tracking.
For details, see our Cookie Policy.
6) Service provider / processor role
For hotels and businesses using NightShift, we typically process caller/guest information on your behalf to provide the Service. In many cases:
- You control what’s configured (policies, routing, escalation, logging).
- We use caller/guest data only to provide and support the Service.
- We do not use caller/guest information for independent marketing.
8) Data security
We use commercially reasonable measures designed to protect information, including access controls, restricted internal access, and secure cloud infrastructure. No system is 100% secure, but we continuously improve our security posture.
For more detail, see our Data Security page.
9) ADA alignment & safety
NightShift can be configured to use ADA-aware service animal handling patterns and to follow safety escalation rules. Hotels control the exact policies, fees, and escalation contacts used.
More details
Additional topics: retention, international transfers, rights, children’s privacy, and policy changes. Jump to More details.
Retention, rights, and updates
These sections provide extra clarity for operators and guests, and explain how to contact us.
We retain call logs, summaries, transcripts (if enabled), and configuration data as needed to provide the Service, support your hotel/business, comply with legal obligations, and resolve disputes. Retention periods may vary by customer configuration and operational needs.
Upon request, we may delete or anonymize certain data, subject to legal, technical, and operational requirements.
If you access NightShift from outside the United States, your information may be processed and stored in the U.S. or other locations where our service providers operate, subject to appropriate safeguards.
Depending on your location and applicable law, you may have rights to access, correct, delete, or request a copy of your data, and to restrict or object to certain processing. To exercise these rights, contact support@nightshifthotels.com.
NightShift AI is not directed to children under 13, and we do not knowingly collect personal data from minors. If you believe a child has provided personal data, contact us so we can remove it.
We may update this Privacy Policy from time to time to reflect changes in our Service or applicable laws. When we do, we will update the “Last updated” date on this page.
Questions about this Privacy Policy or your rights? Contact: support@nightshifthotels.com
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