GuestSquad

Legal

Privacy Policy

Effective date: June 26, 2026

This Privacy Policy explains how Raptric LLC, operating the GuestSquad service ("GuestSquad," "we," "us," or "our"), collects, uses, discloses, and protects personal data in connection with the https://guestsquad.com website (the "Site") and the guest-operations services we provide to hotel, resort, serviced-apartment, and short-term-rental clients (the "Services").

We act in two distinct roles depending on the data involved, and this policy is structured around that distinction:

As a Data Controller for personal data collected directly through this Site, such as when you submit the contact form, book a demo, or otherwise communicate with us as a prospective or existing client.

As a Data Processor (or "service provider"/"processor" under applicable law) for guest personal data that we handle on behalf of our hotel and property-management clients while delivering the Services, such as guest names, contact details, and booking information accessed through a client's PMS, OTA accounts, or messaging channels. Processing of that guest data is governed primarily by the data processing agreement ("DPA") between GuestSquad and the relevant client, and by that client's own privacy policy toward its guests. This Site-facing policy describes our general practices and safeguards as a processor, but the client (as controller) remains the primary point of contact for guests exercising rights over their own personal data.

1. Who We Are

GuestSquad is operated by Raptric LLC. For the purposes of the EU General Data Protection Regulation ("GDPR"), the UK GDPR, and other applicable data protection laws, Raptric LLC is the data controller for personal data described in Section 2 below, and acts as a processor for client guest data as described in Section 3.

You can contact us about this Policy at info@guestsquad.com or +1 509 588 7311.

2. Personal Data We Collect Directly (Controller Role)

When you interact with the Site as a visitor or prospective client, we collect:

  • Contact and identity data: name, work email address, phone number, hotel/company name, job role.
  • Business data: number of properties, property type, approximate monthly call/message volume, and the PMS, CRS, OTA, and phone systems you currently use, as submitted through our contact form.
  • Communications: the content of any message, inquiry, or correspondence you send us, and records of our replies.
  • Technical and usage data: IP address, browser type and version, device information, pages visited, referring URLs, and approximate location, collected automatically via server logs and any analytics tools we deploy on the Site.
  • Cookies and similar technologies: see Section 6 (Cookies & Tracking).

3. Personal Data We Process on Behalf of Clients (Processor Role)

Where you are a guest of a hotel, resort, serviced-apartment, or short-term-rental property that has engaged GuestSquad, we may process your personal data strictly to deliver the Services our client has contracted for. This typically includes:

  • Guest identity and contact details (name, email, phone number).
  • Reservation and booking details (dates, room/unit type, rate, special requests).
  • Communications exchanged via phone, SMS, WhatsApp, email, in-app messaging, or OTA messaging platforms.
  • Payment-adjacent metadata necessary for reservation handling (we do not store full payment card numbers; card data, where involved at all, is handled within the client's own PMS or payment processor, not by GuestSquad directly).

4. Legal Bases for Processing

Where the GDPR or UK GDPR applies, we rely on the following legal bases under Article 6:

  • Consent: for example, when you voluntarily submit the contact form or opt in to receive communications from us. You may withdraw consent at any time (see Section 9).
  • Performance of a contract: to respond to your inquiry, provide a demo, or deliver the Services under an agreement with a client.
  • Legitimate interests: to operate, secure, and improve the Site and our Services, including fraud prevention and basic analytics, balanced against your rights and freedoms.
  • Legal obligation: where processing is necessary to comply with applicable law, regulation, or a valid legal request.

5. How We Use Personal Data

We use personal data described above to:

  • Respond to inquiries, schedule demos, and provide quotes.
  • Deliver, maintain, and improve the Services for our clients, including reservation handling, guest messaging, OTA inbox management, after-hours support, and back-office reconciliation.
  • Send service-related communications, and, where you have consented, marketing communications (which you may opt out of at any time).
  • Maintain records required for billing, accounting, and legal compliance.
  • Detect, investigate, and prevent fraud, abuse, or security incidents.

6. Cookies & Tracking Technologies

The Site may use cookies and similar technologies for essential site functionality, analytics, and (where applicable) marketing measurement. Where required by applicable law (including the GDPR's ePrivacy-derived consent requirements and similar laws in the UK and other jurisdictions), we will request your consent before placing non-essential cookies, and you may withdraw that consent at any time through your browser settings or any cookie-preference tool made available on the Site.

Strictly necessary cookies do not require consent and are used solely to enable core functionality (such as remembering your navigation state).

7. Sharing & Disclosure of Personal Data

We do not sell personal data. We may share personal data with:

  • Service providers and sub-processors who support our operations (e.g., hosting, email delivery, scheduling/Calendly, analytics, customer relationship management), bound by confidentiality and data protection obligations at least as protective as this Policy.
  • Our clients, where the data relates to that client's own guests, as necessary to deliver the Services to that client.
  • Professional advisors (legal, accounting) where reasonably necessary.
  • Law enforcement, regulators, or other third parties where required by law, legal process, or to protect the rights, property, or safety of GuestSquad, our clients, or others.
  • A successor entity in connection with a merger, acquisition, financing, or sale of assets, subject to standard confidentiality protections.

8. International Data Transfers

Raptric LLC is based in the United States. If you are located in the European Economic Area, the United Kingdom, or another jurisdiction with data transfer restrictions, your personal data may be transferred to, stored, and processed in the United States or other countries where we or our service providers operate. Where required, we rely on appropriate safeguards for such transfers, including the EU Standard Contractual Clauses (or the UK International Data Transfer Addendum) or another legally recognized transfer mechanism. You may contact us for more information about the safeguards we use for a specific transfer.

9. Data Retention

We retain personal data only for as long as reasonably necessary to fulfil the purposes described in this Policy, including to provide the Services, comply with legal, accounting, or reporting obligations, resolve disputes, and enforce our agreements. Contact-form and lead inquiry data not converted into a client relationship is generally retained for a limited period (typically up to 24 months) and then deleted or anonymized, unless a longer period is required by law or you have asked us to retain it for an ongoing purpose.

Guest data processed on behalf of a client is retained in accordance with that client's instructions and our data processing agreement with them, and is deleted or returned upon termination of that agreement except where retention is required by law.

10. Your Rights Under GDPR and Other Privacy Laws

If the GDPR, UK GDPR, or a similar data protection law applies to you, you have the right to:

  • Access the personal data we hold about you.
  • Rectify inaccurate or incomplete personal data.
  • Erase your personal data ('right to be forgotten'), subject to certain exceptions.
  • Restrict or object to our processing of your personal data in certain circumstances.
  • Receive a copy of your personal data in a structured, portable format ('data portability').
  • Withdraw consent at any time where processing is based on consent, without affecting the lawfulness of processing carried out before withdrawal.
  • Lodge a complaint with your local data protection supervisory authority.

11. Data Security

We implement reasonable technical and organizational measures designed to protect personal data against unauthorized access, alteration, disclosure, or destruction, including access controls, encryption in transit, and confidentiality obligations on our staff and sub-processors. No method of transmission or storage is 100% secure, and we cannot guarantee absolute security.

12. Children's Privacy

The Site and Services are directed at businesses and professionals and are not intended for individuals under the age of 16. We do not knowingly collect personal data from children. If you believe a child has provided us with personal data, please contact us so we can take appropriate action.

13. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or for legal, operational, or regulatory reasons. We will post the revised policy on this page with an updated effective date, and where changes are material, we will provide additional notice as appropriate.

14. Contact Us

For questions about this Privacy Policy or to exercise any of the rights described above, contact us at info@guestsquad.com or +1 509 588 7311. You may also write to Raptric LLC at the address provided upon request.

This Privacy Policy is provided as a general statement of our data practices and does not constitute legal advice. We recommend reviewing it with qualified legal counsel for your specific jurisdiction and circumstances before relying on it as your sole compliance measure.