Privacy Policy

StayOps Pro (“we”, “us”, “our”) operates the StayOpsPro hotel operations platform (the “Service”). This Privacy Policy explains what information we collect, how we use it, and the choices you have. By using the Service you agree to this Policy and to our Terms of Service.

Most information in StayOpsPro is entered by the subscribing hotel or property and its staff. We process that information on the hotel's behalf to provide the Service.

• Account information — name, email, role, preferred language, and password (stored hashed with bcrypt). If you sign in with Google, we receive your name, email and profile picture from Google.
• Hotel / property information — property name, address, timezone, brand settings, subscription and plan details, and configuration such as shift times and time-clock geofence settings.
• Employee names, profiles, departments and roles — created by the hotel when it invites staff and assigns roles or permissions.
• Time and attendance records — clock-in / clock-out records, timecards, missing-punch and exception records with manager notes, pay configuration entered by the hotel, payroll-preparation records, payroll-period reports, and PTO / vacation records where the hotel uses that functionality.
• Employee documents — files the hotel chooses to store in the Employee Document Vault (see Section 4).
• Operational data — rooms, maintenance issues, preventive-maintenance records, inspection records, franchise / audit-readiness records, staff tasks and notes, reminders, Lost & Found records, vendor information, guest service requests, and multi-property operational data for owners of several properties.
• Photos and attachments — uploaded with issues, inspections, Lost & Found items, standards imports and preventive-maintenance tasks.
• Audit logs — records of who did what and when for sensitive actions (for example document access, payroll edits and approvals, and platform-administration actions).
• Billing data — handled by Stripe; we never see or store full card numbers. We retain Stripe customer and subscription IDs to manage billing.
• Technical / security data — IP address, browser and device information, and access logs used to keep the Service secure and to rate-limit sensitive endpoints.
• Communications — content of support tickets, feedback and emails you send us.

• Operate, maintain and secure the Service
• Provide the functionality you and your property request
• Process subscription payments and prevent fraud (via Stripe)
• Send transactional emails (welcome, password reset, staff invitations, support replies, digests, reports and documents you choose to email) via Resend
• Provide customer support
• Comply with legal obligations

Sensitive employee documents and payroll-related information are not analyzed for unrelated product development or AI training simply because they are stored in StayOpsPro.

We do not sell your personal information.

Hotels may upload documents associated with their employees (for example identification, tax forms, contracts and certifications) to the Employee Document Vault.

• Those documents remain under the customer's control; the hotel decides what is stored, who may see it, and when it is deleted.
• Documents are encrypted at rest and every upload, view, download, change, deletion and email send is written to an audit log the hotel can review.
• Access is restricted based on property and on user permissions granted by the hotel (owner / manager role, or an individually granted vault permission).
• StayOpsPro platform administrators do not routinely access employee document contents; the Service blocks that access in normal operation and shows administrators only document counts and storage usage.
• Administrative access to document contents may occur only when technically necessary for support you request, security, legal compliance, or operation of the Service.

Some optional features use third-party AI models through a managed integration: the Guest Portal concierge (answers guest questions using the hotel's published guest information and the room's open requests), the manager “Ask AI” assistant (works from issues, tasks, preventive maintenance, Lost & Found, vendors and timeline records), and import tools that read franchise standards, preventive-maintenance and restaurant documents or inspection photos you upload for that purpose.

Storing information in StayOpsPro does not automatically make it available to AI functionality. Employee documents, time-clock and payroll-related information, and other designated sensitive employee information are not sent to AI services by these features. We do not use private employee-document content to train AI systems without separate, explicit authorization.

We share information only with service providers that help us run the Service:

• Stripe — subscription payment processing
• Resend — transactional email delivery, including reports and documents you choose to email
• Google — optional “Sign in with Google” (name, email and profile picture only)
• AI model providers (OpenAI and Google Gemini, via a managed integration) — receive only the content processed by the AI feature you are actively using, as described in Section 5; employee documents and payroll-related records are excluded
• Cloud infrastructure — hosting, database, encrypted object storage for files, and backups

We may also disclose information when required by law or to protect our rights, property, or safety.

Operational data is retained for as long as your property's account is active. StayOpsPro does not run a nightly purge of operational records; instead:

• Maintenance issues, staff task lists and Lost & Found records older than 365 days are flagged as archived — they move out of day-to-day views but remain stored and available in History and reports. Completed issues leave the live Issues feed after 30 days and appear in History.
• Preventive-maintenance, inspection and franchise / audit records are kept for the life of the account so report packs and audit history stay complete.
• Employee documents are kept until a permitted user deletes them; deleted documents are marked deleted and the deletion is recorded in the audit log.
• Time-clock and payroll-related records are kept for the life of the account so pay periods can be reviewed and exported.
• Audit logs are kept for the life of the account and may be retained longer for security or legal purposes.
• Guest Portal requests and reports are stored as issues or Lost & Found records and follow the rules above.
• Backups expire on a rolling schedule; data removed from the live system remains in backups until those backups age out.

Hotels may permanently delete individual records or rooms from within the Service where the interface offers that option.

We use reasonable administrative, technical, and organizational safeguards designed to protect information, including authentication protections (bcrypt password hashing, short-lived session tokens, optional passkeys and Google sign-in), encrypted transmission over TLS, rate-limiting on sensitive endpoints, rotating one-time tokens for password resets, role- and permission-based access controls, property-level data separation, encryption at rest for employee documents, audit logging, and security monitoring where implemented. No method of storage or transmission is completely secure and we cannot promise that a breach will never occur. You remain responsible for keeping your credentials safe.

Hotels control the roles and permissions of their own users (owner / manager, front desk, housekeeping, maintenance, and individually granted permissions such as document-vault access). StayOpsPro enforces property-level separation so that one property cannot access another property's employee or operational records unless an owner has been given authorized multi-property access.

Guests may submit information through the room QR-code Guest Portal, such as room-related requests, maintenance complaints, housekeeping requests, Lost & Found reports and claims, concierge questions, and optional contact information (for example a name, email or phone number so the hotel can follow up). We collect only the information reasonably necessary to handle the request; the hotel receives and responds to it.

StayOpsPro generally processes employee records on behalf of the subscribing hotel or property, which decides what is stored and who may access it. Employees should normally contact their employer / property regarding their employment records, time records or documents. StayOpsPro remains available for questions about how the platform itself processes information.

StayOpsPro does not collect or store biometric information. When a user enables passkey login (Face ID / fingerprint) or a property requires passkey verification at the time clock, the biometric check happens entirely on the user's own device. We receive and store only a public-key credential identifier, never fingerprints, facial data or biometric templates. Time-clock records contain the clock-in / clock-out time, the method used (passkey or PIN) and, where the hotel enables a geofence, whether the device's reported location was within the property's allowed radius. If StayOpsPro ever stores biometric templates or identifiers, we will update this Policy and the consent process before launching that feature.

Depending on where you live, you may have rights to access, correct, export, or delete your personal data. Email support@stayopspro.com and we'll respond within 30 days. For employment records, see Section 11.

We use a small number of cookies and browser storage items that are strictly necessary to run the Service (session and refresh tokens, your selected property and language). We don't use third-party advertising or tracking cookies.

When an account is canceled or terminated, access ends for the property's users. Active data is retained for 30 days so the account can be reactivated or an export can be requested (see the Terms of Service for available exports). After that period the data may be permanently deleted from the live system, except where retention is required by law or for billing, security or dispute purposes. Deleted data is not removed from backups immediately; it is removed as backups expire under our normal rotation schedule.

The Service is not directed to children under 16, and we don't knowingly collect personal information from them.

We may update this Policy from time to time. Material changes will be communicated by email and/or in-app notice.

Privacy questions? Email support@stayopspro.com.