Privacy Policy
Effective Date: 11 September 2026
Last Updated: 11 September 2026
WaveBNB (“WaveBNB”, “we”, “us” or “our”) respects your privacy and is committed to handling personal information responsibly. This Privacy Policy explains how we collect, use, disclose, store and protect personal information when you visit https://wavebnb.com/, contact us, use our tools or forms, engage with our marketing, or interact with services we provide to hospitality businesses, including AI-powered guest communication services.
This Privacy Policy applies to website visitors, prospective and current clients, business contacts, and, where relevant, hotel or hospitality guests whose information is processed through a WaveBNB service.
1. Who We Are and Our Role
WaveBNB provides hospitality growth, website, marketing, analytics, AI guest experience and automation services.
Depending on the context, WaveBNB may act as:
- a data controller or business when we decide why and how personal information is processed, for example when you visit our website, contact us, request an audit, subscribe to marketing or become a WaveBNB client
- a data processor or service provider when we process personal information on behalf of a hotel, accommodation provider or other client, for example when our AI Guest Journey service handles guest messages under that client’s instructions
Where a hospitality client is the controller of guest information, that client’s own privacy policy may also apply.
2. Information We Collect
We may collect the following categories of information.
A. Information you provide directly
- Name
- Email address
- Telephone or WhatsApp number
- Business name, job title and company details
- Property, hotel or accommodation information
- Information submitted through forms, audits, enquiries, bookings, surveys or support requests
- Billing and transaction information where applicable
- Marketing preferences
- Any other information you choose to provide
B. Website and device information
When you use our website or digital services, we may automatically collect information such as:
- IP address
- Browser type and version
- Device type and operating system
- Pages viewed and links clicked
- Referring website or campaign
- Approximate location derived from IP address
- Date and time of visits
- Cookie identifiers and similar technologies
- Website and conversion analytics
C. Information from third parties
We may receive information from:
- hospitality clients that engage us to provide services
- social media and messaging platforms
- advertising platforms
- analytics providers
- CRM, email and marketing platforms
- booking, website or technology systems connected to our services
- publicly available business sources where permitted by law
3. Hotel Guest, WhatsApp and AI Guest Journey Data
Where a hotel or hospitality business uses WaveBNB’s AI Guest Journey or related guest communication services, we may process information such as:
- guest name
- WhatsApp or telephone number
- message content and conversation history
- language preferences
- booking-related questions or intent
- requests concerning rooms, amenities, services, offers or the guest stay
- escalation status and staff follow-up information
- technical message identifiers, delivery status and timestamps
- analytics relating to response performance, automation and service usage
Guest messages may be processed using automated systems and artificial intelligence to understand the request, retrieve relevant hotel information, generate a response, identify when human assistance may be required and support service reporting.
WaveBNB does not use the AI Guest Journey to make decisions that produce legal or similarly significant effects about guests.
Guests should not use automated guest messaging channels for emergencies. Where appropriate, the system may escalate a conversation to hotel staff for human review.
4. How We Use Personal Information
We may use personal information to:
- provide, operate and support our services
- respond to enquiries and customer support requests
- provide AI-assisted guest communication and route requests to hotel staff
- create and manage client accounts, projects and service delivery
- process payments and maintain business records
- personalise website and service experiences
- measure website, campaign and service performance
- analyse usage, conversions, response times and service quality
- improve our website, services, workflows and technology
- send service communications
- send marketing communications where permitted by law
- prevent fraud, misuse, security incidents and technical problems
- enforce agreements and protect our rights
- comply with legal and regulatory obligations
5. Legal Bases for Processing
Where the UK GDPR, EU GDPR or similar laws apply, we rely on one or more lawful bases, including:
- Contract, where processing is necessary to provide services you or our client have requested
- Legitimate interests, where processing is necessary for our legitimate business interests and those interests are not overridden by your rights
- Consent, where you have provided consent, including for certain marketing or cookie activities
- Legal obligation, where processing is required to comply with applicable law
- Vital interests, in limited circumstances where processing is necessary to protect someone’s vital interests
When WaveBNB acts as a processor or service provider for a hospitality client, we process personal information according to that client’s instructions and the applicable service agreement.
6. AI and Automated Processing
WaveBNB uses artificial intelligence and automation in certain services, including guest messaging, content analysis, routing, knowledge retrieval, response generation, quality control and analytics.
AI-generated outputs may not always be accurate. Our systems are designed to use approved business information, guardrails and escalation processes where appropriate. Human review may be used when a request requires staff involvement, contains uncertainty or presents a safety, service or operational concern.
We may use specialist technology providers to support AI processing, hosting, databases, messaging, analytics and related functions. These providers process information only as required to provide their services to us or our clients and subject to applicable contractual and legal safeguards.
7. WhatsApp and Meta Services
If you communicate with WaveBNB or one of our hospitality clients through WhatsApp, your information may also be processed by Meta Platforms and its affiliates in accordance with their own terms and privacy policies.
For services using the WhatsApp Business Platform, WaveBNB may receive and process message content, sender identifiers, telephone numbers, timestamps, delivery information and other messaging metadata necessary to provide the service.
We use this information to deliver and manage conversations, generate or route responses, support human escalation, maintain service records, troubleshoot delivery and measure service performance.
8. Cookies, Analytics and Advertising Technologies
We may use cookies, pixels, tags and similar technologies to:
- keep the website functioning
- remember preferences
- understand how visitors use the website
- measure marketing and conversion performance
- improve website experiences
- support advertising and retargeting where permitted
These technologies may involve providers such as Google and Meta.
Where required by law, non-essential cookies are used only after consent. You can also manage cookies through your browser settings and, where available, our cookie controls.
For more information, see https://wavebnb.com/cookie-policy/”>https://wavebnb.com/cookie-policy/.
9. How We Share Personal Information
We do not sell personal information for money.
We may disclose personal information to:
- service providers that support hosting, cloud infrastructure, databases, AI, messaging, analytics, CRM, email, payments, security or other business operations
- hospitality clients where information relates to a guest interaction or service delivered on their behalf
- professional advisers such as accountants, lawyers or insurers where necessary
- advertising and analytics providers, subject to applicable consent and opt-out requirements
- law enforcement, regulators, courts or other authorities where required by law
- a buyer, investor or successor organisation in connection with a merger, acquisition, financing, reorganisation or sale of assets
Depending on the jurisdiction, some disclosures for targeted advertising may be considered “sharing” even where no money changes hands. Where required, we provide applicable rights and choices.
10. Key Technology Providers
Depending on the service you use, WaveBNB may use technology providers that include:
- Meta and WhatsApp for business messaging
- Anthropic for AI processing
- Supabase for database and application infrastructure
- Vercel for application hosting and deployment
- Voyage AI for information retrieval and embeddings
- Google services for analytics, advertising and website measurement
- other CRM, email, payment, security and business technology providers
The providers used may change over time as our services evolve.
11. International Data Transfers
WaveBNB and our service providers may process information in countries other than the country in which you are located.
Where required by applicable law, we use appropriate safeguards for international transfers, which may include adequacy decisions, standard contractual clauses, contractual protections or other recognised transfer mechanisms.
12. Data Retention
We retain personal information only for as long as reasonably necessary for the purposes described in this Privacy Policy, including to provide services, maintain records, meet contractual commitments, resolve disputes, maintain security and comply with legal, tax and regulatory requirements.
Retention periods may vary depending on the type of information, the service involved and whether WaveBNB acts as controller or processor.
When information is no longer required, we take reasonable steps to delete, anonymise or securely dispose of it.
13. Data Security
We use reasonable administrative, technical and organisational measures designed to protect personal information from unauthorised access, loss, misuse, alteration or disclosure.
These measures may include access controls, authentication, encrypted communications, secure cloud infrastructure, logging and monitoring.
No internet transmission or storage system can be guaranteed to be completely secure.
14. Your Privacy Rights
Depending on your location and applicable law, you may have rights to:
- request access to personal information
- request correction of inaccurate information
- request deletion of personal information
- request restriction of processing
- object to certain processing
- request data portability
- withdraw consent where processing is based on consent
- opt out of certain marketing communications
- opt out of certain targeted advertising or data sharing where applicable
- lodge a complaint with a relevant data protection authority
If WaveBNB processes your information solely on behalf of a hospitality client, we may refer your request to that client because the client is responsible for responding to your request.
To exercise your rights, email hello@wavebnb.com. We may need to verify your identity before completing a request.
15. California and Other US State Privacy Rights
If you are a resident of California or another US state with an applicable comprehensive privacy law, you may have additional rights, subject to legal thresholds and exceptions.
These may include rights to know, access, correct or delete personal information, and to opt out of certain sale, sharing, targeted advertising or profiling activities.
WaveBNB does not discriminate against individuals for exercising applicable privacy rights.
Requests can be submitted to hello@wavebnb.com.
16. UK and European Privacy Rights
Where the UK GDPR or EU GDPR applies, you may have rights including access, rectification, erasure, restriction, objection, portability and withdrawal of consent.
You may also have the right to complain to the competent supervisory authority in your country.
Where WaveBNB acts as a processor for a hospitality client, the relevant hotel or hospitality business will normally be the controller responsible for guest privacy requests.
17. Marketing Communications
Where permitted by law, we may send marketing communications about WaveBNB services, insights, resources or offers.
You can unsubscribe at any time using the unsubscribe link in an email or by contacting hello@wavebnb.com.
Service-related and transactional communications may still be sent where necessary.
18. Data Deletion Requests
You may request deletion of personal information by emailing hello@wavebnb.com with the subject line “Data Deletion Request”.
Please include enough information for us to identify the relevant data or account. We may request additional information to verify your identity.
Where the information is controlled by a WaveBNB hospitality client, we may forward or refer the request to that client.
We will respond in accordance with applicable law and legitimate retention requirements.
19. Third-Party Links and Services
Our website and services may contain links to, integrate with or rely on third-party websites, platforms or services.
WaveBNB is not responsible for the privacy practices of third parties acting independently as controllers. We encourage you to review their privacy policies before providing personal information.
20. Children’s Privacy
WaveBNB’s website and business services are not directed to children under 13.
We do not knowingly collect personal information directly from children under 13 through our website for marketing purposes.
Hospitality clients may communicate with families or guests travelling with children. Where guest information is processed through a client service, the hospitality client is responsible for ensuring an appropriate legal basis for that processing.
If you believe personal information about a child has been provided to WaveBNB improperly, contact hello@wavebnb.com.
21. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our services, technology, legal obligations or business practices.
When we make changes, we will update the “Last Updated” date at the top of this page. Where required by law, we may provide additional notice.
22. Contact Us
For questions, privacy requests or concerns about this Privacy Policy, contact:
WaveBNB
Website: https://wavebnb.com/
Email: hello@wavebnb.com
For data deletion requests, use the subject line: Data Deletion Request
