Security
Rules it can't break
A guest concierge speaks for your business, so it needs limits. These are the safeguards built into every concierge we set up.
Money
The concierge never promises, confirms, discounts or gives away anything that costs money. That covers refunds, free extras, early check-in, late check-out and compensation. It can offer what you sell and pass the request on, and the decision stays with you.
Emergencies
Leaks, lock-outs and injuries are sent to you immediately. If an alert cannot be delivered, the guest is told, and is never left waiting without knowing.
Door codes
Codes go only to a guest matched to a current booking, and only during their stay.
Honest about being an AI
Guests are told they are chatting with an AI assistant, not a person. Anything that needs a human is handed to you.
Testing
Every version is tested against around 650 scripted guest conversations before it talks to a real guest. The money, emergency and door-code cases have to pass every time.
Guest data
- Conversations are deleted after check-out, and alerts after 30 days.
- We measure results with anonymous counts, never by keeping guest chats.
- We sign a data processing agreement with you before any pilot starts.
- This website uses no cookies, analytics or third-party scripts.
Read the full details in the privacy policy, or the short version guests see in the guest privacy notice.
Questions from your security or legal team
Send them to hello@blackfigai.com and we will answer them before a pilot starts.