Privacy Policy

Who we are

Linen is an AI housekeeping platform for hotels, operated by Symphia LLC ("Symphia", "we", "us"). Hotels use Linen to build each day's housekeeping board, assign rooms fairly across the crew, track cleaning progress, and report maintenance issues with a photo or a voice note.

This policy covers the Linen website, the Linen web console (used by managers and front desk), the Linen staff web app and the Linen iOS app (used by housekeepers and maintenance staff). It does not cover a hotel's own website, its property-management system, or any other service the hotel connects to Linen.

Our two roles

Which rules apply depends on whose information is involved. Linen handles two different categories of data, and we treat them differently.

Whose data	Our role	What that means
Hotel staff	Controller	We decide how staff account data is handled, because the account relationship is between the hotel's team and us. This policy governs it.
Hotel operations	Processor	Room, reservation and occupancy information synced from the hotel's property-management system belongs to the hotel. We process it only on that hotel's instructions, under our agreement with them.

Put plainly: the day's board, room statuses and maintenance queue are the hotel's records, held by us on the hotel's behalf. We do not use them for our own purposes, and we do not sell them.

What we collect

From hotel staff (our users)

• Name, work phone number, optional profile email, role (housekeeper, maintenance, front desk, manager, management) and preferred language.
• The hotel organisation and property you work at.
• Sign-in records: one-time SMS codes (stored hashed), session tokens, sign-in time and IP address.
• Work activity: the rooms assigned to you, when you start and finish work, room status changes you make, break times and task timings.
• Maintenance issue reports you file, including any photo or voice note you attach and the transcript of that voice note.
• An optional profile photo, if you choose to set one.
• Notification preferences and, when you enable iOS push notifications, an app installation identifier and Apple's push delivery token linked to your account. These are used for notification delivery, not advertising or tracking.
• Server-side operational logs: request identifiers, timestamps, endpoint, status and IP address, used to keep the service running and to investigate faults.

About the hotel (on the hotel's behalf)

• Room and space inventory: room numbers, floors, sectors, housekeeping states and cleaning-credit values.
• Reservation and occupancy information synced from the hotel's property-management system (such as MEWS): arrivals, departures, stayovers and room occupancy states, which is what determines which rooms need service on a given day.
• Hotel configuration the hotel's managers set up: sectors, policies, schedules and public spaces.

What we do not collect

• No advertising or tracking. Linen contains no advertising SDK, no cross-app tracking and no data-broker integrations. We do not track you across other companies' apps or websites.
• No payment data. Linen has no billing or card capture; no payment information touches our servers.
• No location tracking. The Linen app does not request or collect device location.
• No contacts or health data.

The Linen iOS app

The iOS app is a staff tool. You sign in with your work phone number and a one-time SMS code — there are no passwords — and you see the rooms and tasks assigned to you at the property where you work.

• The app collects the staff account and work-activity data listed above.
• Camera access is requested only to photograph a maintenance issue so the team can see it.
• Microphone access is requested only to record a voice note about a room or a maintenance issue.
• Photo library access is requested only to attach an existing photo to a maintenance issue or to set your profile picture.
• The app contains no third-party analytics or advertising SDKs.
• Push notifications are optional. When enabled, Linen sends board-ready alerts through Apple Push Notification service. You can turn them off in your Linen profile or iOS Settings. The separate board-ready SMS preference does not affect sign-in codes.
• You can revoke camera, microphone and photo permissions at any time in iOS Settings; the rest of the app continues to work.

Photos & voice notes

Photos and voice notes exist so a housekeeper can report a problem in seconds. They are attached to the maintenance issue you file, stored on our servers, and visible to the staff at your property who work the issue queue.

• The camera and microphone are active only while you are taking the photo or recording the note — nothing records in the background.
• Voice notes are transcribed to text (see AI processing below) so the maintenance team can read the issue at a glance; the audio is kept with the issue.
• Photos and voice notes are used only to describe and resolve the reported issue — never for marketing, profiling or training.

AI processing

Linen uses AI in three places: transcribing voice notes, guiding a hotel's chat-based setup, and answering managers' questions about the day. To do that, the relevant content is sent to our AI providers:

• Voice notes are transcribed by OpenAI's speech-to-text service.
• Setup and manager assistance use Anthropic's Claude models to propose configuration and answer questions; the server applies changes only through audited, permission-checked actions.
• Under our agreements, these providers process content to return a result to us and do not use it to train their models.
• The daily room-assignment engine itself is deterministic software running on our own servers — no AI provider sees your board to build it.

How we use information

• To provide the service: build and publish the day's board, track room status, run the maintenance queue, and sync with the hotel's property-management system.
• To authenticate you and keep accounts secure.
• To show the hotel's managers the operational reporting the product exists for — progress, workload fairness and finish times.
• To keep the platform reliable: monitoring, debugging, capacity and abuse prevention.
• To meet legal obligations and enforce our terms.

We do not sell personal information, and we do not share it for cross-context behavioural advertising.

Who we share with

We share data only with service providers who help us run Linen, each under contract and only for that purpose:

Provider	Purpose
Amazon Web Services	Hosting, storage and database infrastructure (United States).
Twilio	Delivery of one-time SMS sign-in codes, staff invitations and optional board-ready text messages.
Apple	Delivery of optional iOS push notifications using an app-specific device token and the notification payload.
OpenAI	Speech-to-text transcription of voice notes.
Anthropic	Language models for chat-based setup and the manager assistant.
The hotel's own systems	The property-management system the hotel connects (such as MEWS), for room and reservation sync and — only where the hotel enables it — writing room housekeeping states back.

We may also disclose information where legally required, or in connection with a merger or acquisition — in which case this policy continues to apply to the transferred data.

Retention

• Hotel operational data — boards, room days, issues and their attachments — is retained for as long as the hotel's account is active, or until the hotel deletes it. Hotels control retention for their own records.
• Staff accounts are retained while the account is active. Deactivating a staff member revokes access immediately.
• Sign-in codes expire in ten minutes and expired challenges are purged.
• Operational logs are retained on a rolling short-term basis for troubleshooting.
• On termination, a hotel may export its data; we then delete or anonymise it within a reasonable period, except where law requires us to keep it.

Security

• TLS in transit and encryption at rest.
• Passwordless sign-in with hashed, expiring, single-use, attempt-capped SMS codes.
• Strict tenant isolation — a hotel's data is scoped to its own organisation and property on every request, and a housekeeper sees only their own rooms.
• Ranked role-based access (management, manager, front desk, maintenance, housekeeper), with permission checks enforced server-side.
• Property-management-system credentials are stored encrypted and are never returned over the API once saved.

No system is perfectly secure. If we become aware of a breach affecting personal data we will notify affected hotels without undue delay, as our agreements and applicable law require.

Your rights & deleting your data

Depending on where you live, you may have the right to access, correct, delete, port or restrict the use of your personal information, to object to certain processing, and to withdraw consent. You also have the right not to be discriminated against for exercising these rights.

Deleting your staff account

You can ask your hotel's Linen manager to deactivate your account, which revokes access immediately — or email us at support@symphia.ai from any address, naming the hotel and the phone number you sign in with, and we will delete your account and the personal data associated with it. Work records that form part of the hotel's own operational history (for example, that a room was cleaned on a given day) may be retained by the hotel in de-identified form.

If you are a hotel guest

Linen is a staff tool and has no guest-facing surface. The reservation and occupancy information we process about a stay comes from the hotel's property-management system, belongs to the hotel, and is governed by the hotel's own privacy notice. If you have questions about your data at a hotel that uses Linen, please contact the hotel first; if you contact us instead, we will pass the request to the relevant hotel and support them in fulfilling it.

Children

Linen is a business tool for hotel staff and is not directed to children. We do not knowingly collect personal information from anyone under 16, and the service is not intended for use by anyone under 13. If you believe a child's information has reached us, contact us and we will delete it.

International transfers

Linen is operated from the United States and our infrastructure is hosted there. If you are located elsewhere, information will be transferred to and processed in the United States. Where required, we rely on appropriate safeguards such as the European Commission's standard contractual clauses.

Changes to this policy

We will update this page when our practices change and revise the date at the top. If a change is material we will also notify hotel account owners. Continued use of Linen after an update means you accept the revised policy.

Contact us

Symphia LLC, operator of Linen.

Privacy questions, data requests and account deletion: support@symphia.ai