Last updated October 20, 2026
Privacy policy
This policy explains what Fellwind, run by Fellwind, stores for a hotel and its staff, why, who helps us process it, and how to get a copy or have it deleted. For guest information, the hotel decides what is collected and we process it on the hotel’s behalf.
What we store
| Information | Why |
|---|---|
| Staff accounts: name, username, role, hashed password and PIN, sign-in times, the activity log | Signing in, permissions, and a record of who approved or posted what |
| Hotel settings: name, time zone, review site IDs and access tokens, alert phone numbers and emails, reply sign-off | Connecting to review sites and sending your alerts |
| Reviews from connected sites, pasted or forwarded reviews, reply drafts and posted replies | The review queue, drafting replies, the weekly summary |
| Billing: Stripe customer and subscription IDs and status. Card details are held by Stripe, never by us | Charging the monthly plan and pausing posting if it lapses |
Who helps us
We share information only with the providers needed to run the service, each under its own data protection terms:
- Anthropic drafts replies. It receives the review, your hotel’s voice notes and sign-off. API data isn’t used to train its models.
- Stripe handles subscriptions and payments.
- Google, Booking.com, Expedia and Meta receive the replies you post to their sites.
- Twilio and Resend deliver alert texts and emails.
- Vercel and Supabase host the application and its database.
We don’t sell information or use it for advertising.
How long we keep it
Reviews, replies and settings are kept while the account is open. When a GM closes the account, everything is deleted from the live database straight away, and from our hosting provider’s backups when they expire, within 30 days.
Your choices
- Get a copy: a GM can download everything for the account as a file from Your account.
- Delete it: a GM can close the account there, which erases its data and cancels its subscriptions.
- Correct it: staff can change their own details; a GM can change hotel settings and staff accounts.
Security
Connections are encrypted, passwords and PINs are stored only as salted hashes, sessions can be revoked by a GM, and access to the database is restricted to the service. Tell us at once if you think an account has been misused.
Contact
Privacy questions or requests: your Fellwind contact. We’ll tell GMs by email before any material change to this policy.