Your guests' concerns stay your hotel's business.
A guest concern is rarely just a ticket. It can include private details, a service-recovery decision, a compensation note, or a sensitive incident your team is still working through. MyHotelCare is built to keep those records inside your hotel's own workflow — visible to the people you authorize, separated from other customers, and handled as your confidential operational data.
Guest concern records are your data
The guest concerns, follow-up notes, compensation records, incident notes, escalation history, internal staff notes, and case history your team enters are confidential customer information. Your organization retains control of the records its authorized users enter. MyHotelCare processes them on your behalf to provide the service, and as you direct.
Separated by customer
Your hotel's records are kept separate from other customer organizations. For multi-property customers, access across properties follows the roles and permissions configured by the organization. Standard plans use logical separation in a shared, access-controlled environment.
Access follows roles and permissions
Within your account, who can see what follows the roles and permissions you configure. Front desk, supervisors, and managers each work within their own permissions. Designated sensitive concern types can be restricted so they're visible only to authorized roles — a front-desk team member who submits a restricted concern simply sees a neutral confirmation rather than the restriction details.
Limited access on our side
Access by MyHotelCare personnel is limited to authorized individuals with a legitimate need to operate, secure, maintain, support, configure, troubleshoot, repair, migrate, or investigate issues affecting the service, or to comply with legal obligations.
What we don't do:
- We don't browse your case records casually or for any unrelated purpose.
- We don't sell your data.
- We don't make one hotel's records available to another hotel.
- We don't use your records in marketing, case studies, or advertising without your written permission.
No public use without your permission
We won't use your hotel's name, logo, identifiable records, recognizable incident details, or specific case examples in marketing, testimonials, public case studies, sales materials, or advertising without your prior written permission. We may describe general, anonymized product-use patterns only where they don't reasonably identify a hotel, property, guest, employee, or specific incident.
The right paperwork for the right customer
Where your organization needs confidentiality and data-handling commitments in writing, we can document them through a mutual NDA, a pilot agreement, an order form, a data processing addendum, or a security addendum, as appropriate. The specific terms in a signed customer agreement control where they differ from our general practices.
Clear on the limits
We describe what's true today rather than overstate it. A few honest limits:
- No method of storage or transmission is completely secure, and no service is free from all risk.
- MyHotelCare is an operational tool for organizing guest concerns. It is not an emergency-response system, and it doesn't replace your safety procedures, internal investigations, insurance reporting, legal advice, or staff judgment.
- The service isn't intended for storing payment-card data, or for protected health information unless separately agreed in writing and operationally supported.
- You remain responsible for determining what information you're authorized to enter, applying appropriate role-based permissions to sensitive cases, and meeting your own legal and records-retention obligations.
Every commitment on this page mirrors our Privacy Policy and Terms & Conditions, and connects to the controls described on our Security page.