What we agree when a hotel uses the assistant.

Who we are

Pharos Hotel Assistant is a company based in the Netherlands, registered with the Dutch Chamber of Commerce (KvK) under number 42161484. In these terms, "we" and "us" means that company; "you" means the hotel or business using the service. Write to us at tosharan@live.nl.

What the service is

A guest-facing chat assistant, reached by scanning a QR code in a hotel room. It answers guests' questions about your hotel and the area around it, in the guest's own language, and turns requests that need a person into tickets delivered to your staff on Telegram. A web dashboard shows open and completed requests.

What it is not. The assistant does not book, reserve, confirm or pay for anything on its own. A taxi, a spa slot, a late checkout — it records the request and passes it to your staff, who decide. It is not a replacement for your reception team, and it is not a secure channel for sensitive information; we tell guests so.

The pilot

The first fourteen days are free, in your real rooms with your real guests. Nothing is owed for the pilot and neither of us is committed by it. At the end we go through what happened together and you decide whether to continue. If you stop, the cards come out of the rooms and the assistant is switched off for your hotel; we delete your data in line with our privacy policy.

Price and payment

• The price is agreed in writing before the paid period starts. It depends on the size of the property and where it is; we do not publish a price list.
• Billing is monthly, in advance, through Stripe, by card or SEPA direct debit. There is no setup fee, no annual contract and no minimum term.
• Prices are exclusive of VAT where VAT applies. For businesses in the EU with a valid VAT number, the reverse-charge mechanism applies.
• If we change the price we tell you at least 30 days before it takes effect. You can cancel before then and pay the old price until you leave.
• If a payment fails we tell you and try again. If it keeps failing for 14 days we may pause the service until it is settled.

Cancelling

You can cancel at any time by writing to us. The service ends 30 days after you tell us. You pay for the service up to that date and nothing after it.

Because the first fourteen days are free and you pay monthly after that, we do not refund a month that has started. If we have made a billing mistake, we correct it and refund the difference.

We can end the agreement too, with at least 30 days' notice. We can end it sooner if you use the service for something unlawful, or if payment stays outstanding after we have asked twice.

What we need from you

• Accurate information about your hotel — check-in and check-out times, breakfast, WiFi, house rules and so on — and a message when any of it changes. The assistant answers from what you tell us; if the door code is wrong, the answer is wrong.
• A Telegram group that your staff actually read, or permission for us to create one.
• The cards in the rooms, and someone to take them out again if you stop.
• To tell your guests, in whatever way you tell them about your other services, that the assistant is a chat service provided with our help. Our privacy policy covers what happens to what they type.

What you can expect from us

• We run the assistant, keep its knowledge of your hotel up to date when you tell us about changes, and deliver tickets to your staff group.
• We do not promise a percentage of uptime. We rely on providers we do not control, and we are a small company. What we do promise is to tell you plainly when something is down, and to fix it as fast as we can.
• We process your guests' data on your instructions, as described in the privacy policy. You are the controller of that data and we are your processor; we will sign a data processing agreement with you on request.
• We tell you at least 30 days in advance of changes to these terms or to the price, and we tell you if we ever stop offering the service.

The assistant's answers

Replies are generated by an AI model from the information you provide and from our knowledge of the area. They are usually right and occasionally wrong, in the way that any assistant is occasionally wrong. The assistant is built to say so when it does not know, to pass anything it cannot handle to your staff, and never to confirm a booking or a promise on your behalf.

You are responsible for the accuracy of the information you give us about your hotel, and for what your staff do with the tickets they receive. We are responsible for the assistant behaving as described on this page.

Liability

Our liability to you for anything arising from the service is limited to the amount you paid us in the three months before the event. We are not liable for indirect loss — lost bookings, lost revenue, lost reputation — or for loss caused by information you gave us being wrong. Nothing here limits liability that the law does not allow to be limited.

Your data when you leave

Ask before the service ends and we will give you an export of your hotel's conversations and requests. Otherwise the data is deleted in line with the privacy policy.

Law

Dutch law applies to these terms. If we cannot resolve a disagreement between ourselves, the competent court in the Netherlands decides.