Privacy Policy

Who we are and our role

Alpine Assistant is operated by James Michael Xavier Cox, an individual entrepreneur registered under number 105 289 094 R.C.S. Annecy. The registered establishment address is 1192 Route des Lacs, Apt 3, 74400 Chamonix-Mont-Blanc, France.

Alpine Assistant provides AI-assisted guest support and operational software for accommodation providers and property-management companies.

For our own business activities, we generally act as a data controller: we decide why and how information is used to handle enquiries, manage business relationships and services, administer portal accounts and maintain security.

For guest-support services, the accommodation provider or property-management company generally acts as the controller of guest and reservation information. We process relevant information on its behalf as a processor, under its lawful instructions and the applicable contractual arrangements. Our role depends on the particular processing activity; we are not automatically the sole controller of every guest’s information.

The accommodation provider’s privacy information also applies to its handling of your data. For questions about our processing, contact info@alpineassistant.fr.

Personal information we process

• Website visitors and business contacts: names, email addresses, telephone numbers, company names, professional roles, enquiry and onboarding information, business requirements and correspondence.
• Portal users: names, email addresses, company memberships, roles, account status, authentication and session information, access permissions, relevant administrative activity and security records, and property information or content entered by authorised users.
• Accommodation guests: names and contact details, WhatsApp telephone numbers, accommodation and stay information, reservation references, check-in and check-out dates, booking verification and guest-session status, messages and any attachments you choose to send, questions, support requests, conversation and message identifiers, timestamps, delivery information and details needed to arrange assistance.
• Technical information: relevant IP addresses, browser and device information, request information and security records needed to operate and protect the services.

The information involved depends on the service you use and the accommodation provider’s configuration. You may voluntarily provide additional information in messages or forms. Please avoid sharing unnecessary sensitive personal information, passwords, full payment details or identity documents in chat.

Where guest and reservation information comes from

We may receive guest and reservation information from accommodation providers and their connected property-management systems, booking platforms or other authorised data sources. Providers may supply this information before a guest communicates directly with Alpine Assistant.

This can include guest names, contact details, reservation references, accommodation details, stay dates and other information needed to verify bookings and provide guest support. We use these sources on the accommodation provider’s authority, rather than collecting booking information from unrelated platforms without authorisation.

How we use information

• Responding to enquiries, preparing proposals and managing business relationships and service arrangements.
• Providing the portal, administering accounts and maintaining appropriate access permissions.
• Verifying guest reservations, providing accommodation-specific information, answering questions and helping with arrival and access arrangements.
• Receiving and routing maintenance, housekeeping and other support requests, and escalating issues to appropriate human staff.
• Sending operational and service-related notifications through the channels used for the service.
• Maintaining security, investigating problems, preventing unauthorised access and meeting applicable legal obligations.

Relevant guest requests and the information needed to handle them may be shared with the accommodation provider’s authorised management, maintenance, housekeeping or support personnel. We do not sell your personal information.

Legal bases for processing

For activities where we act as controller, the legal basis depends on the purpose:

• Enquiries and pre-contractual discussions: responding to requested enquiries and, where applicable, taking steps you request before a contract to which you are a party. Appropriate business correspondence may also rely on legitimate interests.
• Contractual services: information objectively necessary to provide and administer a contract with you.
• Legitimate interests: appropriate business administration, organisational contacts, account and application security, and preventing misuse, balanced against your rights and interests.
• Legal obligations: processing required by applicable laws or regulatory requirements.
• Consent: where required for the particular activity, including applicable non-essential cookies. You may withdraw consent without affecting the lawfulness of earlier processing.

For guest information processed on an accommodation provider’s behalf, that provider determines the applicable lawful basis. We follow its lawful instructions and agreed data-protection arrangements. Using the guest service does not necessarily mean you have a direct contract with Alpine Assistant, and WhatsApp processing does not rely solely on consent.

AI-assisted guest support

Some enquiries are processed automatically to generate AI-assisted responses. Botpress operates the conversational workflows, using OpenAI and Anthropic as the configured AI model providers. Relevant questions, conversation content and necessary accommodation or reservation context may be processed by the provider selected for a particular request.

The purpose is to provide accommodation information and guest assistance. AI responses can be incorrect or incomplete. Requests needing human judgement, intervention or approval should be referred to the accommodation provider’s staff; the service is intended to assist guests rather than make final legal or similarly significant decisions about them.

WhatsApp communications

Accommodation providers may use Alpine Assistant to communicate with guests through WhatsApp. Meta provides the messaging infrastructure, and relevant communications are processed through connected business systems, Botpress and the selected AI provider. Business-side service providers may therefore process message content; messages are not unreadable to every organisation involved in providing the service.

Telephone numbers, message and conversation identifiers, timestamps and delivery information may be used for communication, booking verification, security and delivery. Requests needing assistance may be routed to accommodation-management personnel.

You can contact your accommodation provider or info@alpineassistant.fr about privacy or unwanted communications. Applicable messaging permissions and opt-out requirements must be respected separately from this policy; publishing a privacy notice does not itself establish permission to send outbound messages.

Service providers and other recipients

Depending on the service and information involved, we use:

• Supabase for application database, authentication and storage, including portal accounts, property information and relevant guest/session records.
• Vercel for website and application hosting and delivery, including technical request information and application traffic.
• Botpress for the demonstration, conversational AI, message processing and guest-support workflows where enabled.
• Meta / WhatsApp for business messaging, including relevant telephone numbers, communications and message/delivery information.
• OpenAI and Anthropic for AI processing through Botpress, according to the provider selected for the request.
• Make for integration automation, request routing and operational notifications.
• Resend for transactional and service-related email, including addresses, message content and delivery information.
• Google Workspace / Gmail for business correspondence, operational notifications, guest-support communications where used and internal productivity.
• Cloudflare for authoritative DNS management for alpineassistant.fr.
• Squarespace for domain registration and domain management for alpineassistant.fr. It is not our website host and is not used to handle guest conversations or reservation content.

The data shared depends on each provider’s role and the enabled service. Providers may act as processors or sub-processors under the relevant arrangements, and some also process information for their own purposes under their privacy notices.

We may also disclose information where required by law or necessary to establish, exercise or defend legal claims.

How long information is kept

Retention depends on the purpose, the service, the accommodation provider’s instructions and applicable legal requirements:

• Enquiries and business correspondence: while needed to respond, manage the relationship and maintain necessary business or legal records.
• Portal accounts and administrative records: while needed to provide access and administer the service, and for justified security, audit or legal purposes after access ends.
• Reservation, verification and guest-support records: according to the stay, unresolved support requests, the provider’s agreed instructions and necessary record-keeping obligations.
• Sessions and technical/security records: according to their operational and security purpose. Session or verification expiry is not the same as deletion of the underlying reservation or conversation.
• Provider-side communications and delivery records: subject to the relevant provider’s applicable terms, settings and legal obligations.

These records may be needed beyond checkout or account closure. We do not state one universal retention period for every category. You can ask us for information about retention applicable to your data and request deletion where the law permits. Deletion may require coordination with the accommodation provider or other service providers; legally required records and backup copies may follow different deletion cycles.

Security and international processing

We use access restrictions, authentication and other appropriate technical and organisational safeguards to protect personal information. Portal access is limited according to authorised account roles and company/property permissions. No system or transmission method can be guaranteed completely secure.

Infrastructure, messaging, email and AI providers operate internationally. Information may be stored, accessed or processed outside the European Economic Area. Locations and transfer arrangements depend on the provider, service and applicable contract; use of a European hosting region does not necessarily keep every related processing activity within Europe.

Where international-transfer rules apply, an appropriate legal transfer mechanism is required. Depending on the arrangement, this may involve an adequacy decision or contractual safeguards. Contact us for information about the locations and safeguards relevant to your information.

Cookies and similar technologies

Essential cookies and storage support security, portal sessions and requested functionality. The public website’s cookie preferences control the optional interactive demonstration. Embedded services may also use cookies or similar storage.

Read our Cookie Policy for details and how to change your choices.

Your rights and data deletion requests

Subject to applicable data-protection law, you may request access, correction, deletion, restriction, data portability or objection to relevant processing. Where processing relies on consent, you may withdraw it.

To exercise these rights, including requesting deletion, email info@alpineassistant.fr and describe the information concerned and the action you request. Include enough context to identify the relevant account, enquiry or accommodation provider. Do not send passwords or full payment details.

We may need proportionate information to verify your identity and authority to make the request. For guest data handled on a provider’s behalf, we may refer the request to or coordinate it with that provider. Certain records may need to be retained where legally required or where another lawful exception applies; we will explain applicable limits to your request.

You may also lodge a complaint with the CNIL, the French data-protection authority.

Contact

James Michael Xavier Cox — Alpine Assistant
105 289 094 R.C.S. Annecy
1192 Route des Lacs, Apt 3
74400 Chamonix-Mont-Blanc, France

info@alpineassistant.fr