Privacy Policy
Last Updated: January 2025
Introduction
Kovello, operated by DMS VentureCo LLC ("we," "us," or "our"), provides a B2B SMS messaging platform designed specifically for hotels to communicate with their guests. This Privacy Policy explains how we collect, use, disclose, and safeguard information when you use our services.
Our platform enables hotels to send and receive text messages with their guests for service requests, upsell opportunities, and general communication. We act as a service provider to hotels, processing guest data on their behalf.
Information We Collect
We may collect the following types of information:
- Hotel Account Information: Business name, contact details, billing information, and authorized user credentials
- Guest Information (processed on behalf of hotels): Name, phone number, reservation details, and message content
- Usage Data: Log data, device information, and analytics related to platform usage
- Communication Records: SMS message content and metadata for service delivery and compliance
How Hotels Collect Guest Consent
Hotels using our platform are responsible for obtaining proper consent from their guests before sending SMS messages. We provide guidance and tools to help hotels comply with messaging regulations, including:
- Guest opt-in during the reservation or check-in process
- Clear disclosure that text messages will be sent
- Information about message frequency and purpose
- Instructions for opting out at any time
We process guest data solely as a service provider acting on behalf of the hotel.
SMS Messaging & Opt-Out
When you receive SMS messages from a hotel using our platform:
- Messages are sent from the hotel, with Kovello providing the technology infrastructure
- Message frequency varies based on your interactions and the hotel's communication needs
- Standard message and data rates may apply based on your mobile carrier
- To opt out: Reply STOP to any message to unsubscribe from that hotel's messages
- For help: Reply HELP for assistance or contact the hotel directly
How We Use Information
We use the information we collect to:
- Provide, maintain, and improve our messaging platform
- Process and deliver SMS messages between hotels and guests
- Enable hotels to manage guest communications effectively
- Generate analytics and insights for hotel partners
- Comply with legal obligations and prevent fraud
- Provide customer support to our hotel partners
Data Sharing
We may share information with:
- Service Providers: Third-party vendors who assist in operating our platform (e.g., SMS carriers, cloud hosting providers)
- Hotel Partners: Guest communication data is shared with the hotel that initiated the messaging relationship
- Legal Requirements: When required by law, court order, or governmental authority
- Business Transfers: In connection with a merger, acquisition, or sale of assets
We do not sell personal information to third parties for their marketing purposes.
Data Security
We implement appropriate technical and organizational measures to protect information, including:
- Encryption of data in transit and at rest
- Access controls and authentication requirements
- Regular security assessments and monitoring
- Employee training on data protection practices
While we strive to protect your information, no method of transmission over the Internet is 100% secure.
California Privacy Rights (CCPA)
California residents have specific rights regarding their personal information:
- Right to Know: Request information about the categories and specific pieces of personal information collected
- Right to Delete: Request deletion of personal information, subject to certain exceptions
- Right to Opt-Out: Opt out of the sale of personal information (we do not sell personal information)
- Right to Non-Discrimination: Exercise privacy rights without receiving discriminatory treatment
To exercise these rights, contact us at privacy@kovello.com or info@kovello.com.