Who we are
Veraitech (operated by Veraitech Pty Ltd, incorporated in Australia) provides a hotel property management system used by motels and independent hotel groups. In this policy, "Veraitech", "we" and "us" refer to Veraitech Pty Ltd. "You" means either a staff user of the platform, or a guest whose data has been entered into it by a property that uses Veraitech.
What this covers
This policy covers personal information handled by the Veraitech platform: our website at veraitech.com.au, the staff web application, the Hotel AI OS staff operations console and iPhone app, the guest booking and check-in pages, the AI phone receptionist, and our REST and MCP APIs.
Each hotel or motel that uses Veraitech is the data controller for its guests' information. Veraitech acts as the data processor, running the software that stores and moves that information on the property's behalf.
What we collect
From staff users
- Login username and password (passwords are salted and hashed, never stored in plain text)
- Name and role at the property
- Actions taken in the system — the audit log records who did what and when
- In the Hotel AI OS app: what staff type or dictate to the AI assistant. Dictation is converted to text on the device; audio is not sent to us. Face ID, where used to reveal a stored password, is checked by the device and never reaches us.
From guests, entered by the property
- Name, contact details, address
- ID documents provided during check-in (where the property collects them)
- Booking details — dates, room, rate, party size, notes made by staff
- Communication with the property, including messages sent through the system
- Marketing consent, where the guest has given it
From guests directly
- What they enter into the direct booking page or online check-in form
- What they say to the AI phone receptionist (see section on AI below)
- Payment card data, handled by our payment gateways (see Payment cards)
How we use it
We use guest and staff data only to run the platform for the property, including:
- Storing reservations, folios, notes and audit history
- Sending confirmations, receipts, invoices and door passcodes to the guest
- Distributing rate and availability to the property's connected channels
- Answering the property's phone through the AI receptionist and creating bookings from those calls
- Producing the reports the property's owner and manager need to run the business
We do not sell personal data, and we do not use guest data to train third-party AI models.
Who we share it with
Veraitech shares data with a small set of named third parties, only where the property has connected them. The current list is:
- Channel manager — Channex.io — receives rate, availability and reservation data so the property's OTAs stay in sync.
- OTAs, through Channex — Booking.com, Expedia, Airbnb, Agoda and Hotels.com — receive booking data for reservations made on their platforms.
- Smart locks — TTLock — receives the guest's passcode window, tied to a room, so the door will open during their stay.
- Voice — Twilio carries the phone call to and from the property. Google Gemini transcribes and drives the AI receptionist's replies. Call audio is handled per the AI section below.
- Payments — Westpac PayWay tokenises and processes card payments. Card numbers do not sit on Veraitech's servers (see Payment cards).
- AI model provider — OpenAI, through the API key or ChatGPT account the property connects — writes the AI assistant's answers and the reply drafts staff ask for. It receives what the staff member types and the guest details needed to answer: names, email addresses, booking details and the text of guest emails. See the AI assistant section below.
- Mailboxes — Google (Gmail) or Microsoft (Outlook), or the property's own mail server — when the property connects a mailbox, Hotel AI OS reads guest emails from it and sends the replies staff approve.
- Email delivery — our transactional email provider delivers confirmation, invoice and passcode emails to guests.
We do not share guest data with advertisers, data brokers, or with any party the property has not connected.
The AI receptionist
When a guest calls a property that uses the AI receptionist, Twilio carries the call and Google Gemini produces the assistant's replies. The transcript of the call is stored against the reservation so the property's staff can review what was said. Card numbers are collected via a keypad tone that goes straight to the payment gateway — the AI never hears them and they are not stored in the transcript.
Guests are told at the start of the call that they are speaking to an automated assistant, and can ask to be transferred to a person at any time.
The AI assistant and the Hotel AI OS app
Hotel AI OS is the staff operations console and iPhone app for properties that use Veraitech. Staff sign in with their Veraitech PMS account; the app does not create accounts of its own, and what each person can see follows the role the property gives them in the PMS.
The AI assistant answers staff questions and drafts replies to guest emails. To do that, our server sends what the staff member types, and the guest details needed to answer (names, email addresses, booking details and email text), to the property's AI model provider — currently OpenAI. The app asks each staff member for permission before the first time, and they can withdraw it at any time in the app's Settings. Reply drafts are never sent to a guest until a staff member reviews and sends them.
We do not use this data to train AI models.
Payment cards
Card details are handled by our payment gateway — Westpac PayWay — and are tokenised at the point of entry. Veraitech stores only the token, the card brand, the last four digits, and the expiry — not the card number, CVV, or full magnetic-stripe data. This keeps the property's PCI-DSS scope small.
Where data is kept
Veraitech data is hosted in Australia. Some third-party services we depend on process data in the countries where they operate — for example, Twilio and Google Gemini may process call audio outside Australia. We select vendors that meet Australian privacy standards.
How long we keep it
We keep guest and reservation data for as long as the property remains a Veraitech customer, plus the period needed for that property to meet its own record-keeping obligations under Australian law (typically seven years for financial records). When a property closes its Veraitech account, we work with them on export and deletion.
Audit logs are kept for the life of the account so the property can trace who did what to a reservation, folio or payment.
Your rights
Under the Australian Privacy Act 1988 and the Australian Privacy Principles, you can:
- Ask us what personal information we hold about you
- Ask us to correct information that is wrong or out of date
- Ask us to delete information we no longer need
- Ask how we shared it with the third parties above
- Complain to us, and — if you are not satisfied — to the Office of the Australian Information Commissioner (OAIC)
If you are a guest, the property you stayed at is your first point of contact — they hold your record. If you cannot resolve it with them, contact us and we will help.
Cookies
Veraitech uses a small number of cookies to keep you signed in and remember your session. We do not use third-party advertising or tracking cookies on the Veraitech app itself. The veraitech.com.au marketing site may use privacy-respecting analytics that count visits without identifying individuals.
Security
Veraitech runs on encrypted connections (HTTPS) end to end. Passwords are salted and hashed. Payment cards are tokenised by the gateway. Access to guest data inside the platform is role-based, and every access and change is written to an immutable audit log. We do our best, but no system is perfectly secure — if you spot a security concern, please report it to us.
Changes to this policy
We update this policy from time to time. When we change something meaningful, we will let account admins know by email and put a note on the sign-in page. The "last updated" date at the top of this page always reflects the current version.
Contact us
Privacy questions and requests: info@veraitech.com.au