Legal

Terms of Use

These Terms govern your access to and use of the MAIIA Concierge platform — the Website Sales Agent, the Guest App, the AI Control Center, and any related services operated by MAIIA Innovation Lab.

Last updated: April 28, 2026

1. Acceptance of these Terms

By accessing or using the MAIIA Concierge platform — including the chat widget on a hotel website, the in-stay Guest App, or any administrative interface provided to a hotel — you agree to these Terms of Use. If you do not agree, please do not use the service.

The platform is operated by MAIIA Innovation Lab, accessible at maiiaconcierge.ai. Each hotel that deploys MAIIA Concierge is an independent operator (the "Hotel") that uses the platform to serve its guests; references in these Terms to "your hotel" mean the specific Hotel whose property you are interacting with.

2. The MAIIA Concierge service

The platform consists of three main surfaces:

  • Website Sales Agent — an AI chat widget embedded on the hotel's public website that answers pre-stay questions and assists with bookings.
  • Guest App — an in-stay mobile web application where registered guests browse hotel offerings (rooms, food & beverage, spa, points of interest) and chat with the concierge AI.
  • AI Control Center — a back-office tool used by the Hotel to manage content, review conversations, and monitor performance.

Conversational responses are produced by AI models grounded in the Hotel's approved content management system (CMS). See Section 7 for important information about AI accuracy.

3. Eligibility & account

You must be at least 16 years old to use the platform. Where the Guest App requires registration, you provide only the limited information needed to personalize your stay — typically a first name (or nickname), room number, language, and optional preferences such as purpose of stay, points-of-interest interests, food interests, and allergens.

We do not collect or process your full legal name, email address, phone number, or government identification through the Guest App. The Hotel may, separately, hold such information as part of your reservation under its own privacy policy; that data is not part of the MAIIA Concierge service.

4. Permitted use

You agree to use the platform only for lawful, personal, non-commercial purposes. You will not:

  • Attempt to access another guest's session, profile, or conversation history;
  • Submit content that is unlawful, defamatory, abusive, or infringes the rights of others;
  • Attempt to reverse-engineer, scrape, or interfere with the AI models, the CMS, or any underlying infrastructure;
  • Use the platform to send spam, malware, or to harvest data about other users;
  • Impersonate another person or misrepresent your affiliation with any person or entity.

5. How we handle your data

We have designed MAIIA Concierge around data minimization: the platform only stores what is needed to deliver the concierge experience and to give the Hotel actionable operational analytics. Specifically:

  • We collect only the fields exposed by the Guest App registration form (e.g. first name or nickname, room number, language, optional preferences) and the messages you choose to send to the AI.
  • We do not ask for, search for, or store your full legal name, surname, email address, phone number, ID, payment card details, or location.
  • We do not sell, rent, or share your data with advertisers, data brokers, or any third party for marketing, profiling, or model-training purposes outside of the concierge service for your hotel.
  • By using the Guest App, or by providing personal information when the AI assistant asks for it (for example, a nickname or dietary preference), you acknowledge and agree that this information is processed under the legitimate business interest of the Hotel for the purpose of operating the in-stay concierge experience and producing analytics that are accessible only to that Hotel.

Conversation logs are used to (a) deliver real-time answers, (b) improve the Hotel's own content (knowledge gap reporting), and (c) generate operational analytics for the Hotel. Aggregated, fully de-identified statistics may be used by us internally to monitor and improve platform reliability — never to identify individual guests.

6. Data is shared with your hotel only

The Hotel is the only party — other than MAIIA Innovation Lab as the operator of the platform — that can access conversation history and analytics for its property. Each Hotel operates as an isolated tenant inside the platform; one Hotel cannot view another Hotel's data, and we do not aggregate identifiable guest data across Hotels.

The Hotel acts as the data controller for its guest interactions; MAIIA Innovation Lab acts as the data processor that operates the service on the Hotel's behalf. We engage standard sub-processors (for example, hosting providers and the AI model provider) strictly to deliver the service. None of these sub-processors are permitted to use your data for their own purposes.

7. AI-generated content & accuracy

Responses produced by the concierge AI are generated by large language models grounded in the Hotel's CMS. We work hard to keep the system factual and aligned with approved content, including continuous simulation-based testing, but AI systems can make mistakes. You should:

  • Treat AI answers as a helpful starting point — confirm time-sensitive details (opening hours, prices, availability) with the Hotel's reception or website before acting on them;
  • Not rely on the AI for medical, legal, financial, or safety-critical advice;
  • Report any answer that appears incorrect to the Hotel so it can be corrected at the source.

MAIIA Innovation Lab provides the platform on an "as-is" basis and does not warrant that AI output will be free of errors.

8. Bookings, requests & payments

When the platform helps you place a booking or send a request to the Hotel (room reservation, spa appointment, F&B order, etc.), the resulting transaction is a contract between you and the Hotel directly. The Hotel sets prices, availability, and cancellation rules. MAIIA Innovation Lab does not process payments and is not a party to that contract.

9. Service availability

We aim for high availability but do not guarantee uninterrupted access. We may perform maintenance, deploy updates, or temporarily disable features. The platform may also rely on third-party AI providers whose own availability can affect ours.

10. Limitation of liability

To the maximum extent permitted by law, MAIIA Innovation Lab shall not be liable for indirect, incidental, special, consequential, or punitive damages arising from your use of the platform, including loss of profits, data, or goodwill. Our aggregate liability for any claim relating to the platform is limited to the fees paid to us by the Hotel for the specific property in the twelve months preceding the claim, or, if you are a guest with no commercial relationship with us, to one hundred euros (€100).

Nothing in these Terms excludes liability that cannot be excluded under applicable law, including for fraud, gross negligence, or willful misconduct.

11. Changes to these Terms

We may update these Terms from time to time to reflect changes in the platform, in our sub-processors, or in applicable law. The "Last updated" date at the top reflects the most recent revision. Continued use of the platform after a change indicates acceptance of the updated Terms.

12. Contact

If you have any question about these Terms, your data, or the platform in general, please contact us:

These Terms are provided in English. If a translated version is offered, the English version prevails in case of discrepancy.