Last updated October 20, 2026

Terms of service

These terms cover your hotel’s use of Fellwind, the service run by Fellwind that collects your guest reviews from the sites you connect and drafts replies for you to approve and post. By creating an account or using the service you agree to them on behalf of your hotel.

1. Your account

A general manager (GM) of the hotel, or someone the hotel authorizes, opens and runs the account. GMs add and remove staff, and are responsible for what is done under their hotel’s logins. Keep passwords and PINs private and tell us at once if you think one has been misused.

2. What the service does

• Reads new reviews from the sites you connect (such as Google, Booking.com, Expedia and Facebook) and from reviews you paste or forward to us.
• Drafts a reply to each review with an AI model. Drafts are suggestions. You are responsible for every reply posted from your account, including replies your settings post automatically.
• Alerts your chosen contacts about low ratings, and emails a weekly summary.

Review sites decide what they publish and may change, delay or refuse replies. We can’t control their rules or their availability, and a site may stop allowing us to connect.

3. Plans, trial and billing

Each hotel is a separate monthly subscription. A new hotel gets a 30-day free trial without a card. Subscriptions are billed in advance each month through our payment processor, Stripe, and renew until cancelled. You can change your card, see invoices or cancel at any time from the Billing page; cancelling stops future charges at the end of the period already paid. Fees are not refunded for partial months unless the law requires it.

If a trial ends without a subscription, or a payment fails and can’t be collected, posting replies pauses for that hotel. Reviews keep syncing and drafts keep being written, and everything waiting can be posted once billing restarts. We may change prices with at least 30 days’ notice by email.

4. Acceptable use

Don’t use Fellwind to post replies that are false, misleading, abusive or that reveal a guest’s private information; to pressure guests to change or remove reviews; to buy, filter or fake reviews; or in any way that breaks a review site’s own policies or the law. We may suspend posting from an account that does.

5. Your data

Your hotel owns its data. We use it only to provide the service, as described in our privacy policy. A GM can download a copy of all of it, or close the account and delete it, from Your account at any time.

6. Availability and changes

We work to keep Fellwind running and to fix problems quickly, but the service is provided as is and may sometimes be unavailable. We may improve or change features; if we remove something central to your plan, we’ll tell you first.

7. Liability

To the extent the law allows, Fellwind is not liable for indirect or consequential losses, lost bookings or lost revenue, or for content posted from your account, and our total liability for any claim is limited to the fees your hotel paid in the 12 months before it arose.

8. Ending the agreement

You can stop at any time by cancelling your subscriptions or closing your account. We may end the agreement with 30 days’ notice, or at once for a serious breach of these terms. When an account is closed its data is deleted as described in the privacy policy.

9. Contact

Questions about these terms: your Fellwind contact.