Data & privacy
Privacy policy
GoTouch runs the tap-to-open tags and guest pages hotels put in front of their guests. This page says what is collected, why, who handles it, how long it is kept, and what a guest can ask for. Last updated 3 October 2026.
Who is responsible for your information
For a hotel’s guests, the hotel is in charge. The hotel decides what is collected from its guests and why. GoTouch is the hotel’s processor: it runs the technology on the hotel’s behalf and follows the hotel’s instructions. Each property’s own privacy notice is linked from its guest pages. The terms between GoTouch and a hotel are in the data processing terms.
GoTouch is in charge of its own information: about businesses we contact or show a demo to (prospects), about the staff of our customers who sign in, and about visitors to this website and people who write to us.
What we collect
Only what is listed here. A guest is never signed up by tapping a tag.
| Who | What, and why |
|---|---|
| Anyone who taps or scans a tag | The time, which tag, tap or scan, the type of device, browser and operating system, the page they came from (shortened), and two random identifiers (gt_sid, gt_device). Used to count visits, see which placements work, and choose the featured offer. |
| A guest using the guest page | Which links they press, which sections, topics and offers they open, and which offers they claim, linked to the random identifiers. Used for the property's reports and for personalised offers. The language the guest chose is saved with the sections they open, and the property sees it only as counts across many visits (at least 10 visits behind each line), never for one guest. |
| A guest who searches the guest page and finds nothing | The words searched are stored on their own, with no name, device, session, IP address or time of day, and are deleted after 30 days. The property is shown a search only when it was made at least 3 times, so it can see what guests look for and do not find. |
| A guest who claims an offer or signs up | First name, email address and mobile number (all optional apart from what is needed to send the code), the room they type, the offer and its code, their consent choices, and the consent record. Used to deliver the code and, if they ticked, to send offers. |
| A guest who sends a request or ticks “want to know when it’s done” | The kind of request, the words they typed, the room, a name or contact if they give one, and the replies sent back. Used to handle the request. |
| A guest who asks the concierge | Their questions and the answers, the language, and a one-way device code. Used to answer, and to hand over to staff. |
| A guest who rates a stay | A score, an optional comment, and the room details the tag already carries. |
| A guest whose stay is read from the hotel’s property system | First name, room and stay dates, read-only, when the hotel connects one. Used to time messages and clear a phone at check-out. Nothing is sent back. |
| A guest whose Check-in Gift is linked to a stay | Room, checkout date and time, optionally a first name and language, a one-way scrambled last name, and, only if the guest shares it, an email address or phone number for one review request. See Linked stays. |
| Staff of GoTouch’s customers | Name, email, phone, role, sign-in details, what they change in the account (an activity record) and support messages they send. |
| Prospects (businesses GoTouch contacts) | The business’s public details and contact person, public reviews and website text, GoTouch’s own notes and the emails and texts sent. Used to decide whether and how to offer the service. |
| Visitors to this website | What they type into the contact form (sent to us by email and not stored in the product’s database), and anything entered in the chat and booking widgets, which GoHighLevel receives. |
IP addresses. A tap record does not store one. The hosting company sees the IP address and browser of every request, in its logs, for a short time. Where a guest ticks a consent box, the IP address and browser are saved with that consent (see The consent record). Limits on how often a form can be sent use a scrambled, one-way version of the address, not the address.
Personalised offers on the guest page
The featured offer a guest sees on the Home page is chosen for that device. It looks at what the device has tapped, which topics and offers it has opened, and which offers it has claimed, at this property only. The device is recognised by a random first-party cookie (gt_device, below) that carries no name or contact detail.
Nothing here follows a guest to other websites. No advertising network is involved, and nothing is shared with one. The device identifier expires after 30 days, and a guest can remove it sooner by clearing their browser’s cookies for the site. What a device opened at the property is kept for 30 days and then deleted, and the choice only ever looks at that window.
Linked stays
A hotel can link its Check-in Gift to a guest's stay. A member of staff does this, usually at check-in. Nothing is attached to a guest's phone until the guest taps the gift.
When staff link a gift to a stay, we store the room, the checkout date and time, and, if staff enter them, the guest's first name and language. We also store a one-way scrambled version of the guest's last name (a hash). It is made slowly, with a secret key that only we hold, so it can be used to check a last name that is typed later, but it cannot be turned back into the name, and the last name itself is never stored. When the stay was linked from the hotel's property system, we also keep that system's reservation number for the stay, only so we can show the guest their own stay dates and room type; nothing else from the property system is kept. Only if the guest chooses to share an email address or a phone number, we store that too, and use it once, to send a single request to review the stay after checkout.
We use this to personalise the guest's page during the stay, to send the guest to the hotel's review page when they tap the gift after checkout, and to send the one review request.
A guest's phone is recognised only by a cookie on that phone (gt_device, described under Cookies and similar storage). Room details are shown only after the guest types their last name and it matches. Until then the page shows no room details, at most a greeting by first name. A room plate greets a guest by name only on a phone recognised for that stay; anyone else who taps the plate sees the room number only.
On a phone recognised for an active stay, a My stay page is available after the guest types their last name. It shows the guest's own stay: the arrival and departure dates, the room type and room, the check-in and check-out times and any check-in or check-out instructions the hotel has written, the offers that phone has claimed (with each code and whether it is ready to use, used or expired), the requests that phone has sent to the hotel and how each is going, and the link to review the stay. When the hotel's property system is connected, the dates and room type are read from it at that moment and shown, not stored. My stay never shows charges, a bill or what a guest has spent. Hotel staff do not get a per-guest view of what a guest tapped or looked at: they see the requests and the claimed offers, as before. A phone that is not recognised, or whose guest has not typed their last name, is shown nothing about the stay. During a linked stay, a guest on a recognised phone can also save items and offers from the hotel's guest page. Saved items are kept only for the stay, are shown only to the guest, in My stay and only after the guest has typed their last name, and are deleted at checkout. Hotel staff cannot see an individual guest's saved items. The hotel sees only anonymous counts of how many times an item or an offer was saved, and only once it has been saved at least ten times; those counts are not linked to any guest or any stay.
At checkout, the personal details on the stay (the room, the first name and the scrambled last name) are redacted, which means they are cleared from the record. The stay record itself is deleted 30 days after checkout. A shared email address or phone number is deleted as soon as the review request has been sent, or 7 days after checkout, whichever comes first. A guest's saved items are deleted at checkout, at the same moment, and are not kept with the stay record.
To opt out, tell the front desk, or simply do not tap the gift. A guest who shared an email address or phone number can also use the unsubscribe link in the message, or reply STOP to the text.
To ask for any of this to be deleted, write to support@gotouchtags.com.
Follow-up emails and texts
Guests who tick the email box when they claim an offer can get follow-up emails from the property. They are of three kinds: about an offer or topic the guest viewed but did not claim, about a code the guest claimed but did not use that is about to end, and a come-back note after check-out, sent only to guests who agreed to hear from the property “now and later”. The only way a phone is linked to an email address is an earlier claim, so a guest who only browsed and never gave an email address is never written to. The offers in these emails are written with the help of AI (see AI processing). These emails go only to guests who claimed an offer and gave an email address with the email box ticked. A guest gets at most one in three days and four in thirty days from a property, and none outside 08:00 to 20:00 in the property’s own time. The property can turn them off in its settings (they are on by default). The button in each email sets a cookie (gt_rt, below) so the property can see whether it led to a claim. A log of each email decision is kept with the guest’s record: the subject line, a fingerprint of the body, any incentive and the reason if one was skipped, but not the email address; it is removed if the guest’s record is deleted, but not by clearing their details.
Every email has an unsubscribe link. One click stops further emails from that property; there is no login and no confirmation step. Guests who tick the text box can get the same kind of message by text, but texts are sent only after GoTouch’s carrier registration for texting is approved and texting is switched on. Until then no marketing text is sent. Nothing marketing is sent to a guest who did not tick the matching box. The offer code itself is emailed to a guest who gives an email address, whether or not they ticked, because it is not marketing.
AI processing
GoTouch uses Anthropic, an AI company, as a processor. Anthropic receives text, and, only where a property has agreed (see Placement suggestions from walkthrough photos below), approved photos of its premises, to produce a response for GoTouch, and GoTouch’s agreement with a hotel treats it as a sub-processor.
- Guest questions (the concierge). Where a property turns the concierge on, a guest’s question and the recent messages in that chat are sent along with the property’s own knowledge base. Email addresses and phone numbers are removed from what a guest typed before it is sent. Anything else a guest types, such as a name or a room number, is sent as typed, so guests should not type anything they would not want a hotel to read. The chat is stored with the property, and the words are deleted after the period under How long information is kept.
- Reviews. When hotel staff ask for a suggested reply to a public review, or a translation or a reading of its topics, the review text goes to Anthropic. For a suggested reply the reviewer’s first name goes too. Staff read and edit the suggestion; nothing is posted automatically.
- Guest requests. When staff ask for a suggested reply to a guest request, the wording of that request goes to Anthropic, without the guest’s name or contact details.
- Offer wording in follow-up emails. The guest’s first name, the offer and the property’s details are sent so the wording can be tailored. The guest’s email address and phone number are not sent.
- Placement suggestions from walkthrough photos. During a setup consultation, a property may agree that walkthrough photos of its premises are analysed by an AI service to suggest where tags could be placed. Only photos the consultant has approved one by one are sent, and only when the property has said yes. The photos are of the premises, not of guests, and staff are asked not to photograph guests. Nothing is shared without the property’s agreement, and a property can decline and still have its consultation. We do not use these photos for any other purpose. The suggestions are read by a person, and nothing is applied automatically.
A person at the property can always take over. The AI does not decide anything about a guest; it writes wording that is shown or sent.
The consent record
When a guest ticks a consent box on the claim form, GoTouch saves a record of it: the exact wording that was on screen, the version of that wording, the language, the date and time, the IP address and the browser (user agent). One record is saved for each box. It is kept as proof of what the guest agreed to, and the sign-up’s own details can be deleted without it. The record cannot be edited or removed by the property.
A STOP, START or HELP reply to a text is also recorded in this log, against a one-way scrambled version of the number, not the number itself, and an email unsubscribe is recorded the same way, against a scrambled version of the address. The IP address and browser are kept for as long as the record itself.
Text message terms
- Marketing texts are sent only to people who ticked the text box, and only about offers from that property. A guest who asks for their offer code by text gets that one text whether or not they ticked the box, because the code is theirs and is not marketing.
- Message frequency varies.
- Reply STOP to stop texts and HELP for help. Reply START to start them again. STOP applies to every property that has texted that number.
- Message and data rates from the guest’s mobile carrier may apply.
- Consent to texts is not a condition of any purchase or stay.
- Mobile numbers are not shared with third parties for their marketing. The text messaging provider (Twilio) carries the messages for GoTouch and is listed below.
How long information is kept
Sign-ups (name, email, phone, and consent records) are kept while the property is an active GoTouch client and for 90 days after the agreement ends, then deleted. Tap data is kept as anonymised counts; the identifier used to count returning phones expires after 30 days. Requests, concierge chats and staff notes are kept for 12 months. Stays synced from a hotel's property system are deleted 30 days after check-out. Demo data for properties that did not become clients is deleted after 6 months. A property can export everything at any time from Settings → Your data, and a guest can ask the property or GoTouch to delete their details.
The random device identifiers expire in the guest’s browser after 30 days. Copies of them saved on tap, request and claim records are replaced with a scrambled monthly value once the month they belong to is more than 30 days old, so they can go up to about two months after the visit. After that, they count visits and cannot be traced to a phone. What a device opened on the guest page, kept for the personalised offer, is deleted after 30 days. The wording of a chat, a request and a staff note is deleted; the date, topic and counts stay. The consent record is kept as described above.
Consent and terms
A guest is never signed up by tapping a tag. On a sign-up form, email and text messages are separate boxes, and neither is checked for the guest. The exact wording a guest agreed to is stored with their sign-up, with the time. Where the property’s language has no wording approved by GoTouch, no consent box is shown. By default, the wording is:
EmailI'd like to receive offers and updates from the property by email. You can unsubscribe any time.
Text messagesI agree to receive recurring marketing text messages from the property at the number provided, including messages sent by autodialer. Consent is not a condition of any purchase. Message and data rates may apply. Reply STOP to opt out, HELP for help.
This page is GoTouch's privacy policy. It describes what the product does today.
GoTouch’s terms of service are on their own page. Read the terms
Each property also has its own privacy notice, linked from its guest pages.
What a guest can ask for
- Deletion. A guest can ask for their details to be deleted on the deletion page, which is linked from the foot of every guest page. They confirm from their own inbox, and nobody has to approve it. A guest who signed up with a phone number only can ask the property, which can delete their details directly. Deleting clears the name, email and phone on the sign-up. Requests and chats the guest sent stay until the period under How long information is kept ends, and the consent record described above is not removed by this tool.
- Stopping messages. Unsubscribe from any email with one click, or reply STOP to a text.
- A copy of the data. A property can download everything it holds at any time, including every sign-up with its consent wording and times, so a guest’s request for their own record goes to the property, or to us at the address below and we pass it on.
- Correction and questions. Ask the property, or write to us.
Questions about any of this: support@gotouchtags.com.
International guests
GoTouch is run from the United States. Information is stored and processed in the United States through the companies listed below, wherever the guest lives. A guest staying from another country has the same choices described on this page, and can use them by the same routes. If the law where they live gives them more, they can ask the property or us, and we will answer under the rules that apply.
Why information is used, in plain words. Tap and visit counts and the personalised offer: to run the guest page and show useful offers, which the hotel has a business reason to do. Marketing emails and texts: only because the guest ticked the box, and they can withdraw it at any time. Request replies and concierge answers: to do what the guest asked. Keeping the consent record: to be able to show what a guest agreed to.
This page does not claim certification under, or compliance with, any particular privacy law or framework.
Outside companies involved
Every outside company the product sends data to, and what it sends. Some are used only when a feature is turned on.
| Name | What they do, and what they receive |
|---|---|
| Supabase | The database and sign-in: properties, tags, taps, sign-ups, requests and notes. |
| Vercel | Hosting. Every guest page is served by Vercel, so a tap reaches them first: their request logs hold the visitor's IP address and browser for a short time. Nothing GoTouch stores lives there — no sign-ups, requests, notes or guest details. |
| Address lookup, review-link matching and a property's public reviews for a sales brief. Also sends the platform's email, including emails to guests: the address and the message. | |
| Resend | Only once it is connected: sends the emails GoTouch sends to guests on a property's behalf, such as updates about a request and, for guests who agreed to them, follow-up offer emails. Sent: the guest's email address and the message. Until it is connected, a guest's transactional email goes through the mail server named under Google, and no marketing email is sent. |
| Stripe | Payments. Invoices paid by card, and the monthly amount taken from the bank account or card a property authorizes. To connect a bank account Stripe may use Financial Connections, which reads the account and routing details the property chooses to share. GoTouch keeps only Stripe's references, the bank's name and the last four digits, never a full account or card number. |
| GoHighLevel | Sign-ups a property chooses to send to its own messaging account. Also runs the chat and booking widgets on GoTouch's own website, which load from its servers, so a visitor who uses them is talking to GoHighLevel. |
| Property systems (Mews, Cloudbeds, Apaleo, StayNTouch) | Read-only source of guest first name, room and stay dates when a property connects one. Nothing is sent to them. |
| Anthropic | Writes sales briefs, follow-up drafts, brand readings and a property's insights, answers Ask, and answers guest questions in the Hub concierge where a property turns it on. Sent: a property's public website text and public reviews (a reviewer's first name only when drafting a reply to that review), the text of a guest request when staff ask for a suggested reply (no guest name or contact), our own sales notes, tag names and activity counts, and the question a property's staff typed; for the concierge, guest questions and the property's knowledge base — no names, emails or phone numbers are sent. Where a property uses follow-up marketing, it also tailors the offer wording in those emails: the guest's first name, the offers and property details are sent, not the guest's email address or phone number. |
| Outscraper | Reads a property's public Google reviews for a sales brief, before any agreement. Sent: the property's public Google listing ID. No client or guest data. |
| OpenAI | Draws concept pictures of tags for a prospect. Sent: the property's name, kind, city, brand colors and the offer wording to print. No guest data. |
| Twilio | Only once texting is turned on: GoTouch's own sales texts to a prospect's business mobile, and, for guests who ask for it, the offer code or marketing text sent to the guest's mobile number, with STOP, START and HELP replies. Sent: the number and the message. Numbers are never shared for anyone's marketing. |
| Sentry | Only when error monitoring is turned on: error reports, with cookies and form contents removed. |