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Is it allowed under the GDPR to contact my guests via WhatsApp?

Yes, but only with a legitimate interest (or explicit consumer consent).

In accordance with the General Data Protection Regulation (GDPR), processing guest data via our solutions requires a valid legal basis. This may include relying on your organization’s legitimate interests to deliver a proactive and interactive guest journey or securing your guests’ consent.

Legitimate Interests 
Our AI-powered guest communication is engineered to enhance the support you provide throughout the guest’s stay. We consider it in the best interests of both your property and your guests to enable communication regarding reservations and service. Recognizing the importance of guest preference, we empower guests to opt out of booking-related WhatsApp messages at any time—either by selecting the “Silence” feature or indicating their wishes verbally.

Consent
Our services are not designed to distribute marketing communications to guests. Under certain regulations, including the ePrivacy Directive, such communications could be classified as ‘spam’ and may require explicit prior consent. As our AI does not facilitate unsolicited marketing, we do not require or process guest consent for standard transactional interactions; however, guests maintain full control and can opt out of WhatsApp communication with ease.

Below, we provide practical guidance on how you can inform your guests and illustrate how Runnr.ai enables your guests to exercise control over their personal data.

Please note: While we take pride in building secure, compliant solutions, this guidance does not constitute legal advice. Always review your use of Runnr.ai with your organization’s legal or data protection team to ensure compliance with your internal policies. We're happy to help out where needed.

Our Privacy Recommendations

Transparency should be fundamental in managing guest personal data. To support you in aligning guest expectations, we recommend the following best practices:

  1. Clearly inform guests at the time of data collection. When obtaining a guest’s phone number (e.g., during the booking process), communicate that they will receive relevant updates regarding their stay via WhatsApp.
  2. Update your privacy policy accordingly. Specify the purpose and nature of WhatsApp messaging, outline the types of data processed (including name, phone number, booking information, and other conversation data), and clarify that Runnr.ai acts as your technology provider.
  3. Facilitate an easy opt-out mechanism. Always respect guest preferences regarding WhatsApp communications. Runnr.ai empowers guests to opt out at any time following the first message and you can opt out guests when they ask you to.
  4. Maintain data accuracy. Runnr.ai synchronizes with your property management system (PMS) to ensure guest data remains current. Name or detail changes within your system are automatically reflected in our platform.
  5. Adhere to data minimization principles. Only process guest data that is strictly necessary for communication purposes. Runnr.ai automatically only requires essential information to enable effective guest engagement.
  6. Implement timely data deletion. Personal guest data (name and phone number) is automatically removed from our systems two weeks after checkout. We retain only a hashed format of the phone number to recognize returning guests while upholding privacy.