Privacy Policy

1. Information We Collect — Hosts

When you create a Doorman account, we collect the following:

• Account information: your name and email address
• Property details: property name, address, check-in and check-out times, WiFi credentials, house rules, and any other information you add to your knowledge base
• Knowledge base content: questions and answers you create or approve for your AI concierge
• Subscription and billing information: your subscription plan and billing history. We do not store payment card numbers — payment processing is handled by Stripe.
• Usage data: how you interact with the Doorman dashboard, including pages visited and actions taken, used to improve the service

2. Information We Collect — Guests

Guests interact with Doorman through a web-based chat interface. No account is required and no guest login is involved. We collect the following from guest interactions:

• Chat messages: the content of messages guests send to the AI concierge
• Browser language: the preferred language detected from the guest's browser settings, used to respond in the appropriate language
• Session identifiers: anonymous identifiers used to maintain conversation continuity within a single session

We do not require guests to create accounts, provide names, or share any personal information. We do not track guests across different properties or sessions using cookies or other persistent identifiers for advertising purposes.

3. Guest Profiles

If a guest voluntarily shares personal information — such as their name or email address — during a chat conversation, Doorman may store this information as part of a guest profile associated with that specific property.

Guest profiles are:

• Tied exclusively to the property where the information was shared
• Accessible only to the host of that property
• Never shared with other properties, third parties, or used for advertising
• Used solely to personalize future interactions at the same property

Guests may request deletion of any guest profile data at any time by contacting us at hello@doorman.com or by asking the host to delete their information.

4. Sentiment Analysis

Guest messages are analyzed automatically to detect sentiment — for example, whether a guest appears frustrated or has an urgent problem. This analysis is used to alert hosts when a guest may need immediate attention, such as when there is a property issue or safety concern.

Sentiment analysis is performed by Anthropic's AI models operating on our behalf. The results are used only to trigger host notifications and are not used for advertising or sold to third parties.

5. Payment Data

All payment processing is handled by Stripe, Inc. We never store credit card numbers, CVVs, or full bank account details on our servers. We retain records of subscription plan, payment status, and transaction history for billing and support purposes. For information on how Stripe handles your payment data, see stripe.com/privacy.

6. Third-Party Services

Doorman uses the following third-party services to operate. Each service has its own privacy practices:

• Anthropic: AI processing for chat responses and sentiment analysis. Guest messages are sent to Anthropic's API to generate responses. Anthropic's privacy policy applies to this data processing.
• Supabase: Database hosting and authentication. Your account data and property information are stored in Supabase's infrastructure.
• Stripe: Payment processing and subscription management.
• Resend: Transactional email delivery. Used to send escalation notifications to hosts when guests need attention.
• Vercel: Application hosting and edge infrastructure. Doorman runs on Vercel's platform.
• OpenAI: Embedding generation for semantic search within your property's knowledge base. Guest questions are embedded to find relevant answers.

We do not sell your data to any of these providers beyond what is necessary to deliver the service.

7. Data Retention

We retain data for the following periods:

• Host account data: retained for the lifetime of your account, plus up to 30 days after account closure to allow data export
• Guest conversation data: retained for 12 months from the date of the conversation, after which it is deleted
• Guest profiles: retained until deleted by the host or upon request by the guest
• Billing records: retained for 7 years as required by applicable tax and accounting laws

You may request deletion of your account and associated data at any time by contacting hello@doorman.com. Deletion will be completed within 30 days.

8. Your Rights (CCPA / GDPR)

Depending on where you are located, you may have the following rights regarding your personal data:

• Right to access: request a copy of the personal data we hold about you
• Right to correction: request that we correct inaccurate or incomplete data
• Right to deletion: request that we delete your personal data, subject to legal retention requirements
• Right to portability: receive your data in a structured, machine-readable format
• Right to object: object to certain processing of your data

We do not sell personal data to third parties, and we do not use personal data for targeted advertising.

To exercise any of these rights, contact us at hello@doorman.com. We will respond within 30 days. Identity verification may be required before we can fulfill certain requests.

9. Cookies

Doorman uses cookies minimally and only for essential functions:

• Authentication cookies: used to keep host accounts signed in across browser sessions. These are strictly necessary for the service to function.

We do not use tracking cookies, advertising cookies, or third-party analytics cookies. We do not use cookies on the guest-facing chat interface.

10. Children's Privacy

Doorman is not directed at children under 13. We do not knowingly collect personal information from children. If you believe a child has provided us with personal information, contact us at hello@doorman.com and we will delete it promptly.

11. Changes to This Policy

We may update this Privacy Policy from time to time. When we make material changes, we will notify you by email and update the "Last updated" date at the top of this page. Your continued use of the service after changes take effect constitutes your acceptance of the updated policy.

12. Contact

For privacy-related questions, requests, or concerns, contact us at hello@doorman.com. We aim to respond to all inquiries within 5 business days.