Security and privacy

Each hotel has its own space in Hotelmente, with its own database and its own encryption key, derived only for that hotel. One hotel’s encrypted files cannot be decrypted with another hotel’s key, and every request in the app is limited to the hotel you are signed in to.

Keys and tokens you give Hotelmente, such as your Cloudbeds API key or your Facebook Page token, are stored encrypted in your hotel’s space and never shown again in full, only their last 4 characters. They are never sent to your browser, kept out of Hotelmente’s logs and never given to the AI. Pages are served over HTTPS. When you replace or disconnect a key, the old one is permanently deleted.

Hotelmente AI and FACTURA only read from Cloudbeds and never change reservations, rates or payments there. Give the key read access only. Hotelmente PAY is the one exception: with write access that Hotelmente switches on and your hotel approves, it records the payments it collects on their reservation, which is its purpose.

Only booking-level facts, such as the guest’s country, dates, party size and channel, for insights like holidays and markets. Guest names, emails and phone numbers are not copied into Hotelmente. Guest profile recognizes returning guests with a salted one-way code made from the email, never the email itself, and Frontdesk shows the reservation number while names stay in Cloudbeds. When Hotelmente PAY sends a payment link or Hotelmente FACTURA sends an invoice, the guest’s email is looked up in Cloudbeds at that moment and not stored.

No. Your subscription is paid on Stripe’s or PayPal’s secure page, and Hotelmente never sees your card number. From Cloudbeds, payment line descriptions, which can carry card details, are not kept. With Hotelmente PAY, guests type their card on the bank’s own page: Hotelmente only receives the brand, the last 4 digits, the authorization and the bank reference.

No personal guest data. Reports you download redact guest data: the reviews CSV, for example, shows only guest initials. Guest profile works with booking-level facts only, and Frontdesk shows reservation numbers, not names.

Hotel-level totals, such as occupancy, rates and channel mix, public review text, your room details and the photos it tags or writes captions for. It never receives guest names, emails or phone numbers, and never your keys. Analyses are saved in your hotel’s space, in the language of the person reading.

Passwords are stored only as a secure one-way hash, never in readable form. Session ids, email codes and invitation links are also stored only in hashed form. Login cookies cannot be read by page scripts, and every change in the app carries a security check tied to your session. Repeated wrong passwords and code requests are limited to stop guessing.

Only people on your team can see your hotel. Owners invite people, choose their role and can remove them at any time; removed people lose access right away. Each person has their own login, and viewers can look without changing anything.

Change your password in Sign-in & security: every other device is signed out. Or click Sign out other devices to end all sessions except the one you are using. If someone should no longer have access at all, an owner removes them in Users & team.

Yes. Hotelmente records important account actions, such as sign-up, invitations and role changes, removing people, adding properties, connecting, replacing or disconnecting the property system, saving product setup, subscription changes, deleting synced data and password changes. The record is kept by Hotelmente and is not shown in the app; ask support if you need it.

Yes. An owner can delete the synced data only, with Delete synced data in AI settings, or delete the whole hotel account from Account info → Subscription. Deleting the account removes its data, settings, uploaded files, saved keys and team access; the hotel’s files are overwritten before they are removed. Nothing in Cloudbeds is touched.

Photos from Cloudbeds are loaded from Cloudbeds’ own image links. Files you upload to the Media Folder are private to your hotel: only signed-in people of your hotel can open them. Only a file used in a social media post gets an unguessable public link, so Facebook and Instagram can fetch it. The map uses OpenStreetMap and only receives your hotel’s public coordinates. None of them receives guest data.

• Cloudbeds: Hotelmente reads from it with your key.
• The AI engine: hotel-level totals, public review text, room details and photos.
• Google Places and Google Hotels: your hotel and competitor names and location, to find ratings and prices.
• Public holidays and exchange rates: only country codes and your currency.
• Google Analytics and Meta: only if you connect them; Meta receives the posts you publish.
• Stripe or PayPal: your subscription payment.

Hotelmente does not offer two-step sign-in today. Use a password of at least 10 characters that you do not use elsewhere, and sign out devices you no longer use.

Essential cookies: one keeps you logged in and one remembers your language. On the public website, measurement cookies are only used if you accept them in the cookie notice.

On the privacy page of this website, linked at the bottom of every page. It explains how the software handles data.

Not page by page. Every role can see every page of the hotel; roles control what people can change, not what they can see. Invite only the people who should see your numbers, and use Viewer for those who should not change anything.