Hotel Response LLC – Terms of Service

Effective Date: October 1, 2025
Last Updated: October 5, 2025
Website: https://hotelresponse.com

1. Acceptance of Terms

By creating an account, purchasing a subscription, or using Hotel Response™ (the “Service”), you (“Customer”) agree to these Terms of Service (“Terms”).
If you do not agree, you must not use the Service.

2. Service Description

Hotel Response™ is a Software-as-a-Service (SaaS) platform that provides hotels and hospitality businesses with:

• sales-automation tools,

• AI-powered voice and chat agents,

• CRM workflows and marketing automations, and

• related analytics and reporting.

The Service is built on and integrated with third-party technology — primarily the HighLevel platform — delivered under a white-label arrangement.

3. Account License

3.1 Permitted Use

You receive a non-exclusive, non-transferable license to:

• access the Service through your sub-account(s);

• customize workflow variables, automations, and prompts for your own internal business purposes; and

• manage your leads, contacts, and sales campaigns.

3.2 Restrictions

You may not:

• resell, sublicense, or share login credentials outside your organization;

• copy, export, or distribute our proprietary workflows, prompts, or snapshots without written permission;

• attempt to reverse-engineer or circumvent subscription limits, APIs, or security features; or

• use the Service in violation of any applicable laws or our Acceptable-Use & Messaging Compliance Policy.

4. Proprietary Materials & Intellectual Property

All workflows, AI voice/chat agent scripts, prompt engineering, snapshots, pipeline structures, custom fields, training content, and configurations provided during onboarding (collectively, “Hotel Response Materials”) remain the exclusive property of Hotel Response LLC.

You are granted a license to use these Materials only within your paid account(s).

Unauthorized copying, distribution, or use outside your licensed account may result in suspension, termination, or legal action.

5. Payments, Billing & Non-Payment

• Recurring Billing: Subscriptions renew automatically (monthly or annually) until canceled.

• Payment Authorization: You authorize us (via Stripe) to charge the payment method on file each billing cycle.

• Failed Payments: We will notify you and retry charges; accounts may be suspended after a short grace period (up to 7 days).

• Data Retention After Suspension: We retain your account data for 30 days after suspension. After that, data may be permanently deleted.

• Reactivation: Requires full payment of all past-due balances; re-setup fees may apply.

• Currency & Taxes: All fees are in USD unless otherwise stated.

6. Refunds & Cancellations

• Free Trials: May be canceled any time before billing begins.

• Monthly Plans: Refundable within the first 30 days after initial payment only.

• Annual Plans: 30-day money-back guarantee; after that, fees are non-refundable but may be issued as account credit.

7. Use of Third-Party Services & Sub-Processors

The Service operates within the HighLevel ecosystem and connects to other third-party providers such as Twilio (SMS), Mailgun (email), AWS (cloud hosting), Stripe, Zapier, and others.

We may engage additional sub-processors to support the Service.

All sub-processors are contractually required to maintain equivalent data-protection and security standards, and we will provide reasonable notice of any material changes.

By using the Service, you also agree to the terms and policies of these third-party providers.

8. Data Ownership & Privacy

• Ownership: You retain full ownership of all Customer Data (e.g., contacts, leads, booking information) that you upload or collect through the Service.

• Processing Role: You are the Data Controller; Hotel Response LLC acts as a Data Processor on your behalf.

• Privacy Policy: Data is stored, processed, and secured in accordance with our published Privacy Policy.

• Data-Processing Addendum: You agree to the Hotel Response Data Processing Addendum (DPA), which is incorporated by reference. We will process Customer Data only on your documented instructions.

• Data-Subject Rights: Upon verified request from an individual whose personal data you control, we will provide reasonable assistance to export or delete their information as instructed by you.

• Data Retention: Upon cancellation, you may export your data. We will delete or anonymize data that remains in our systems after 30 days, except where law requires longer retention.

9. Messaging, Consent & Acceptable-Use

• Consent Responsibility: You are solely responsible for obtaining and maintaining valid opt-in consent for all recipients of SMS, MMS, email, or voice communications sent through the Service.

• Compliance: You must comply with TCPA, A2P 10DLC, CAN-SPAM, GDPR/UK-GDPR, and any similar laws in all jurisdictions where your recipients reside.

• Opt-Out: You must honor all “STOP” or unsubscribe requests immediately and maintain accurate opt-out records.

• Messaging Compliance Policy: You agree to the Hotel Response Messaging Compliance Policy, which is incorporated into these Terms.

• Prohibited Content: You may not send spam, SHAFT content (sex, hate, alcohol, firearms, tobacco), fraudulent or deceptive messages, or engage in scraping, unlawful harvesting, or abusive campaigns.

• Help & Frequency: Each marketing message must disclose your business identity, typical message frequency, and a clear way to request help (e.g., “Reply HELP for help”).

• Enforcement: We may suspend or terminate messaging features for violations of these rules.

10. Confidentiality

We respect the confidentiality of your hotel data, RFPs, and client leads.
You agree to maintain the confidentiality of all Hotel Response Materials (workflows, scripts, prompts, etc.) and not disclose them outside your licensed use.

11. Availability & Support

We strive for high uptime but do not guarantee uninterrupted access.
Standard support is available Monday–Friday, 9 a.m.–6 p.m. ET (excluding holidays).

12. Security & Breach Notification

We implement industry-standard administrative, physical, and technical safeguards to protect Customer Data.
In the event of any unauthorized access, disclosure, or breach of Customer Data, we will notify you without undue delay and no later than 72 hours after becoming aware of it, and we will cooperate to help you meet any legal or regulatory reporting obligations.

13. Disclaimers

The Service is provided “as is” without warranties of any kind.
Results may vary depending on market conditions, execution, and other factors outside our control.

14. Limitation of Liability

To the maximum extent permitted by law, Hotel Response LLC shall not be liable for any indirect, incidental, consequential, or punitive damages.
Our aggregate liability for all claims in any 12-month period shall not exceed the total fees you paid to us during that same period.

15. Termination

We may suspend or terminate your account if you:

• fail to pay due invoices after retries and grace period,

• violate these Terms or the Acceptable-Use & Messaging Compliance Policy, or

• engage in unauthorized distribution or misuse of Hotel Response Materials.

Upon termination, you remain responsible for all accrued charges through the termination date.

16. Governing Law & Dispute Resolution

These Terms shall be governed by and construed under the laws of the State of Georgia, USA, without regard to conflicts of law principles.
Any disputes shall be resolved exclusively in the state or federal courts located in Fulton County, Georgia, USA.

17. Changes to These Terms

We may update these Terms from time to time.

All changes will be posted on this page with a new “Last Updated” date.

Continued use of the Service after updates constitutes your acceptance of the revised Terms.

18. Contact

Hotel Response LLC
113 S. Perry Street, Suite 206 #12914
Lawrenceville, GA 30046, USA
📧 [email protected] | 📧 [email protected] | 📞 +1-404-800-7036