Privacy Policy

Who we are

Lotus Concierge is a hospitality product operated by Lotus Systems in Siem Reap, Cambodia. This policy explains how we handle information when hotels use Lotus Concierge and when guests interact with hotel-branded concierge channels (website chat, Telegram, Messenger, and in-stay mini apps on Professional and Enterprise).

What we collect

• Guest messages — chat content, language preference, and channel metadata needed to reply and route requests to hotel staff.
• Booking and service data — room numbers, reservation details, and order information when guests request services through the concierge.
• Hotel operator data — staff names, departments, and access tokens for the staff dashboard; configuration and knowledge-base documents the hotel provides.
• Technical logs — timestamps, error diagnostics, and security events to keep the service reliable. We do not sell personal data.

How we use data

Data is used to operate the concierge, deliver guest support, notify hotel staff, generate analytics for the hotel, and improve product reliability. Hotels remain the data controller for their guests; Lotus Systems processes data on the hotel's instructions under our service agreement.

The marketing website records anonymous page views and conversion events (for example: pricing viewed, calculator used, demo form submitted) to understand which pages help hotels. These events are not used to identify guests and are separate from hotel guest-chat data.

Storage & security

Production deployments use isolated infrastructure with encryption in transit (TLS), role-based staff access, and private hosting designed by a cybersecurity specialist. Demo and sandbox environments may use separate test data that is periodically reset.

Retention

Retention periods follow each hotel's operational needs and contract terms. Hotels may request export or deletion of their deployment data subject to legal and accounting obligations.

Your rights

Guests should contact their hotel for access, correction, or deletion requests relating to their stay. Hotel operators may contact Lotus Systems by email or Telegram for deployment-level data requests.

Contact

Lotus Systems · Siem Reap, Cambodia · [email protected] · Telegram