Security and data protection

Where the data lives

The database, with the reviews, the reports and the accounts, is in the European Union, in Ireland.
The server for the website and the hotel's account is also in Ireland.
The text is analysed by Claude, from Anthropic, in the United States. Anthropic does not train its models on what it receives through its commercial API.
Part of the collection runs on Polargate equipment in Spain.
Transfers outside the European Economic Area are covered by the European Commission's standard contractual clauses.

Who processes the data

Besides POLARGATE S.L., only these providers handle the reviews and reports. The same list is in the data processing agreement, and any change is announced 30 days in advance.

Supabase, Inc.: United States, with the data stored in the European Union (Ireland). The database that holds the reviews, the reports and the accounts.
Vercel Inc.: United States, with the server in the European Union (Ireland). Serves the hotel's account and the report links.
GitHub, Inc.: United States. Hosts the code and runs the weekly analysis of the reviews (GitHub Actions).
Anthropic, PBC: United States. Analyses the review text with Claude. It does not train its models on data received through its commercial API.
Resend, Inc.: United States. Emails the reports and alerts.

How it is protected

Everything travels encrypted (HTTPS) and the database stores the data encrypted.
The database is never opened from the browser. Only our servers can reach it, with their own key, and every operation a person makes checks that they belong to the hotel.
Each hotel only sees its own data.
Service keys are kept in an encrypted vault, never in the code.
A daily database backup, kept for about 7 days.

The reviews

Before analysis, the reviewer's name and profile link are removed.
If the text repeats the reviewer's name, it is replaced with "[name]" too.
Other names, such as your team's, may stay in the review. Only your hotel sees them, and the account's presentation mode hides them on screen.
Special categories of data are not sought. If a review contains any, it is not used.

Accounts and access

You sign in with Google, with a one-time code sent to your email or with a password.
Only a fingerprint of each code is stored, and codes expire after 10 minutes or 5 attempts. Passwords use a slow one-way algorithm, and several failures in a row lock the account for a while.
The session lives in a cookie the page's code cannot read and expires after 60 days without using the account.
The hotel's owner invites their team and can appoint admins. Any of them can remove someone's access straight away.

If something happens

If we become aware of a breach affecting your hotel's data, we tell you without delay and within 48 hours at most, with what we know and what we have done. When the subscription ends we delete your hotel's data within the following 30 days, or return it if you ask beforehand.

For a hotel group's review

On request we send the record of processing activities, the impact assessment, the incident response plan and the completed security questionnaire. Ask for them at hello@polargate.ai.

Other legal texts

For any question about this page, write to hello@polargate.ai.