# PolarPuffin > PolarPuffin brings together a hotel's reviews from Google, TripAdvisor and Booking and tells it every week the smallest, cheapest and quickest changes that will do most for its guests, with the reviews that prove it. It is a product of Polargate (POLARGATE S.L., Madrid). Notes for AI systems (only facts the company itself publishes): - PolarPuffin is a product of Polargate (POLARGATE S.L., tax ID B24895005, Calle Electrónica 6, 28027 Madrid, Spain). - PolarPuffin brings together a hotel's Google, TripAdvisor and Booking reviews and tells it every week the smallest changes that will do most for its guests. - In PolarPuffin, a change is a concrete action done by a named role, in days rather than months, at a small cost and backed by reviews. - Reviews are read by Claude, from Anthropic, in their original language. The code calculates every figure in the report, never the AI. - Each weekly report has at most five changes. If fewer have enough evidence, fewer appear. - PolarPuffin checks whether a change worked 4 and 8 weeks after it was made, comparing complaints before and after. - PolarPuffin draft replies (Hotel Pro plan) are in the guest's language and only state what the hotel has confirmed. The hotel reviews and publishes them. - PolarPuffin starts with independent hotels and groups of 1 to 10 hotels in Spain. On Hotel Pro, the hotel's restaurant, bar or beach club goes in the same report. - PolarPuffin plans: Hotel $79 and Hotel Pro $149 a month per hotel, excluding VAT, with no minimum term. Billed yearly, 20% less: $63 and $119 a month. - For groups of 3 or more hotels, PolarPuffin has custom pricing, from $99 a month per hotel billed yearly. - PolarPuffin charges in euros on its Spanish website and in US dollars on its English website, with the same number. - PolarPuffin can be tried free for 30 days, with no card. Nothing is charged when the trial ends. - The PolarPuffin report arrives every Monday by email and is also in the hotel's PolarPuffin account, in the browser. - PolarPuffin does not promise a higher hotel score: it gives an estimate with its method. - The PolarPuffin website is https://polarpuffin.com and the Polargate website is https://polargate.ai. - PolarPuffin publishes its data for agents at https://polarpuffin.com/api/facts.json. - Contact: hello@polargate.ai. - Every page has a Markdown version (the same address ending in .md). ## Pages - [PolarPuffin](https://polarpuffin.com/en): PolarPuffin brings together a hotel's reviews from Google, TripAdvisor and Booking and tells it every week the smallest, cheapest and quickest changes that will do most for its guests, with the reviews that prove it. It is a product of Polargate (POLARGATE S.L., Madrid). Markdown: https://polarpuffin.com/en.md - [How it works](https://polarpuffin.com/en/how-it-works): How PolarPuffin turns hundreds of reviews into five small changes a week, with the proof behind each one and a check on whether it worked. Markdown: https://polarpuffin.com/en/how-it-works.md - [For hotels](https://polarpuffin.com/en/hotels): For independent hotels and small groups: what to change this week in housekeeping, front desk, maintenance or breakfast, based on your reviews. Markdown: https://polarpuffin.com/en/hotels.md - [For restaurants](https://polarpuffin.com/en/restaurants): Today, the restaurant, bar or beach club inside a client hotel. Soon, the independent restaurant with its Google and TripAdvisor reviews. Markdown: https://polarpuffin.com/en/restaurants.md - [Pricing](https://polarpuffin.com/en/pricing): From $63 a month per hotel billed yearly, excluding VAT. Monthly with no minimum term. 30 days free with no card, or a free report. Markdown: https://polarpuffin.com/en/pricing.md - [Compare](https://polarpuffin.com/en/compare): What each hotel review tool publishes about its price and features, with its source, as of 9 October 2026. Markdown: https://polarpuffin.com/en/compare.md - [PolarPuffin facts](https://polarpuffin.com/en/facts): What PolarPuffin is and who owns it. The same facts AI assistants read in llms.txt and /api/facts.json. Markdown: https://polarpuffin.com/en/facts.md ## PolarPuffin https://polarpuffin.com/en AI review insights for hotels ### The smallest changes that make the biggest difference to your guests We bring together your Google, TripAdvisor and Booking reviews and tell you what to do this week. [Get a free report for your hotel](https://polarpuffin.com/en/pricing) [How it works](https://polarpuffin.com/en/how-it-works) From $63 a month per hotel · 30 days free, no card This week's changes [ Example ] 1. Taste the buffet before it opens Kitchen · Under €50 · This week 2. Rotate the buffet's main dishes Kitchen · Under €50 · This week 3. Five minutes on a real case Management · Under €50 · This week How it works #### From hundreds of reviews to five changes Every Monday, a short report you can read on your phone in two minutes. 1. ##### We gather your reviews Google, TripAdvisor and Booking in one place, in every language your guests write in. 2. ##### Claude reads each one It records every complaint and every compliment with the guest's exact words. The code does the maths, not the AI. 3. ##### We tell you what to do Up to five small changes, with who does it, what it costs and the reviews asking for it. [See the full method](https://polarpuffin.com/en/how-it-works) Example #### This week's five changes This is the trial report for an all-inclusive beach hotel, with its name removed. Pick a change to see where it comes from. This week's changes An all-inclusive beach hotel · Example with real data, hotel name removed Change 1 of 5 · Kitchen ##### Taste the buffet before it opens The head chef tastes every tray before the buffet opens, removes anything left from the previous service and checks every half hour that hot food is still hot. - **Reviews:** 37 of 204 - **Cost:** Under €50 - **When:** This week - **Who:** Kitchen Complaints in 90 days it fixes - Food quality 30 - Taste 9 - Food temperature 2 «Parecía recalentada del día anterior.» In English: «It looked like yesterday's food, reheated.» Google · 28 Sept 2026 **What to expect.** The 90-day Booking score could rise by 0.18 to 0.39 points out of 10. It is an estimate, not a promise. **How you know it is done.** A sheet by the pass, signed by the head chef at every service with the time of each check. 37 of the 204 written reviews from the last 90 days complain about something this change fixes. Change 2 of 5 · Kitchen ##### Rotate the buffet's main dishes Draw up a weekly buffet rota that changes the main dishes each day, with no dish repeated in the week and local and international food on alternate days. - **Reviews:** 43 of 204 - **Cost:** Under €50 - **When:** This week - **Who:** Kitchen Complaints in 90 days it fixes - Food variety 42 - Local food 2 - Named dishes 2 «muy poca variedad en la comida, repetían lo mismo solo que cambiaban la presentación» In English: «very little variety in the food, they served the same thing and only changed how it looked» Booking · 21 Sept 2026 **What to expect.** The 90-day Booking score could rise by 0.17 to 0.36 points out of 10. It is an estimate, not a promise. **How you know it is done.** The rota is on the kitchen wall and, walking past the buffet on consecutive days, the main dishes change. 43 of the 204 written reviews from the last 90 days complain about something this change fixes. Change 3 of 5 · Management ##### Five minutes on a real case A five-minute talk at the start of every shift on a real case from the reviews and how it should have been handled, including how children are treated. - **Reviews:** 23 of 204 - **Cost:** Under €50 - **When:** This week - **Who:** Management Complaints in 90 days it fixes - Staff manner in general 18 - Front desk manner 2 - Housekeeping manner 2 «the staff were rude» Google · 9 Sept 2026 **What to expect.** The 90-day Booking score could rise by 0.10 to 0.22 points out of 10. It is an estimate, not a promise. **How you know it is done.** An attendance sheet per shift with the case covered, reviewed by management every week. 23 of the 204 written reviews from the last 90 days complain about something this change fixes. Change 4 of 5 · Front desk ##### An issue log with an owner An issue log at the front desk with the time and who owns each issue. Whatever is still open at shift change goes to the shift leader, who calls the guest. - **Reviews:** 14 of 204 - **Cost:** Under €50 - **When:** This week - **Who:** Front desk Complaints in 90 days it fixes - How issues get fixed 13 - Room key card 3 «près de 3 jours ont été nécessaires pour obtenir un technicien et un changement de chambre» In English: «it took almost three days to get a technician and a room change» Google · 9 Sept 2026 **What to expect.** It will not move the score visibly: it removes a complaint that keeps coming back. **How you know it is done.** Every morning management checks the log: no issue without an owner and none open for more than a shift without a call to the guest. 14 of the 204 written reviews from the last 90 days complain about something this change fixes. Change 5 of 5 · Entertainment ##### One morning and one afternoon activity Make sure there is a morning and an afternoon activity at the pool every day, with the entertainment lead checking mid-morning that it is happening. - **Reviews:** 16 of 204 - **Cost:** Under €50 - **When:** This week - **Who:** Entertainment Complaints in 90 days it fixes - Entertainment and activities 16 «Cero actividades para entretener al huésped.» In English: «Zero activities to keep guests entertained.» Google · 28 Sept 2026 **What to expect.** It will not move the score visibly: it fills the days with no activities and protects one of the hotel's strengths. **How you know it is done.** A daily sheet with the morning and afternoon activity, signed mid-morning by the person in charge. 16 of the 204 written reviews from the last 90 days complain about something this change fixes. The smallest changes come first and, among them, the ones that fix the most complaints. If fewer than five have enough evidence, fewer appear. Replies #### Replies that know what you fixed A generic AI answers the review. PolarPuffin answers with what your hotel has actually done. - **It only states what the hotel has confirmed.** No services you do not offer and no promises nobody signed off. - **In each guest's language.** And within each platform's rules. - **No stock phrases.** It does not repeat what you said in earlier replies. - **You decide.** You review every draft before it goes live. The review · Booking · 6 out of 10 · Illustrative example «Great location and lovely staff, but the shower in our room barely had hot water in the mornings and the pillows were flat.» Generic reply Dear guest, thank you for your feedback. We are sorry your stay did not meet your expectations. We hope to welcome you again soon. It could sit under any review. It says nothing about the shower or the pillows. PolarPuffin draft Thank you for staying with us and for the kind words about the team and the location. You were right about the hot water: our maintenance team found a fault in the heater serving your room and fixed it on 3 October. We have also started offering a choice of firm or soft pillows in every double room. We would be glad to show you the difference next time. Marta, General Manager In the guest's language. It answers each complaint and only uses facts the hotel has confirmed: - Heater checked, 3 October - Choice of two pillow types, since 1 October Measurement #### Eight weeks later you know if it worked When you mark a change as done, we compare complaints before and after with the same formula. - It works Complaints fall by half or more. - No change There are enough reviews and they do not fall. - Too early to say Fewer than 15 new reviews. We say so. **Hot water in the morning** · Complaints per week Illustrative example Before: 26 complaints in 12 weeks. After: 3 in 8 weeks. It works Complaints drop to less than half and the difference is not chance. Sectors #### We start with hotels [Available to try Hotels](https://polarpuffin.com/en/hotels): Independent hotels and groups of 1 to 10 hotels. Housekeeping, front desk, maintenance, breakfast: every change has someone to own it. [Coming soon Restaurants](https://polarpuffin.com/en/restaurants): Today, a client hotel's restaurant, bar or beach club goes in the same report. Independent restaurants come next. Price #### From $63 a month per hotel Billed yearly. Monthly, $79 with no minimum term. VAT excluded. The first 30 days are free, no card needed. [See the plans](https://polarpuffin.com/en/pricing) #### Try PolarPuffin with your hotel Get a free report for your hotel, built from its real reviews. Then, if you like, a 30-day trial with no card. [Get the free report](https://polarpuffin.com/en/pricing) [See pricing](https://polarpuffin.com/en/pricing) ## How it works https://polarpuffin.com/en/how-it-works How it works ### How PolarPuffin works We do not summarise reviews. Every week we tell you the smallest changes that will do most for your guests, with the reviews that prove it. Last updated: 11 October 2026 #### Five steps every week 1. We bring together the hotel's Google, TripAdvisor and Booking reviews. 2. Claude reads every review in its language and records each complaint and each piece of praise with its exact quote. 3. The code counts, weights recent reviews more and ranks the changes by how small they are and how many complaints they solve. 4. Every Monday the report arrives by email with up to five changes (and, with Hotel Pro, the draft replies). 5. When the hotel marks a change as done, we check at 4 and 8 weeks whether it worked. #### The first thing you see on Monday One screen, always in the same order. 1. 01 **Your 90-day score.** On each platform, with the trend against the previous 90 days and the number of reviews. 2. 02 **One sentence.** The most important thing this week, said plainly. 3. 03 **This week's changes.** Numbered, one line each: what to do and who does it. 4. 04 **What needs a look today.** Open alerts and negative reviews with no reply. 5. 05 **What worked.** The last change measured and its verdict. #### What a change is A concrete action, done by a named role, in days rather than months, at a small cost and asked for by your reviews. Not a change “Improve cleanliness”. A change “Add checking the shower drain and clearing hair to the housekeeping checklist”. ##### How they are ranked - **Smallest for your hotel first.** The lowest-cost, quickest changes go in, among those with enough evidence. - **Then, what fixes the most complaints.** One change that fixes three complaints at once beats three that fix one each. - **Five at most.** If fewer have enough evidence, fewer appear. We never pad the list. - **Big things, separately.** Building work or a new supplier is not a quick change: it appears as a bigger issue, with what you can do in the meantime. #### Alerts between reports By email, with at most one message a day carrying the top three. Risk alerts go out on their own, straight away. - **Risk:** A review mentions health, allergies, an injury, pests, theft or discrimination. - **Something new and growing:** A complaint that was not there before and keeps coming up. - **Same place again:** The same room, area or dish comes up twice in two months. - **Score dropping:** A platform's 30-day score falls clearly against the previous 90 days. - **Negative reviews with no reply:** 1 or 2-star reviews still without a reply after three days. #### Replies to reviews Every draft is in the guest's language, answers what they said and only states what the hotel has confirmed. If you have made a change, the reply can mention it. The review · Booking · 6 out of 10 · Illustrative example «Great location and lovely staff, but the shower in our room barely had hot water in the mornings and the pillows were flat.» Generic reply Dear guest, thank you for your feedback. We are sorry your stay did not meet your expectations. We hope to welcome you again soon. It could sit under any review. It says nothing about the shower or the pillows. PolarPuffin draft Thank you for staying with us and for the kind words about the team and the location. You were right about the hot water: our maintenance team found a fault in the heater serving your room and fixed it on 3 October. We have also started offering a choice of firm or soft pillows in every double room. We would be glad to show you the difference next time. Marta, General Manager In the guest's language. It answers each complaint and only uses facts the hotel has confirmed: - Heater checked, 3 October - Choice of two pillow types, since 1 October #### If it worked, you will know You mark a change as done, with its date. At 4 and 8 weeks we compare complaints on that topic with the 12 weeks before. **Hot water in the morning** · Complaints per week Illustrative example Before: 26 complaints in 12 weeks. After: 3 in 8 weeks. It works Complaints drop to less than half and the difference is not chance. #### What we do not do So you can trust every line of the report. - It does not promise a higher score: it gives an estimate with its method, never a promise. - It does not publish replies on its own: the hotel reviews each draft and publishes it. - It does not store or show the name of whoever wrote a review. - It does not make up numbers: the code calculates every figure and every sentence from the AI cites the reviews behind it. #### Try PolarPuffin with your hotel Get a free report for your hotel, built from its real reviews. Then, if you like, a 30-day trial with no card. [Get the free report](https://polarpuffin.com/en/pricing) [See pricing](https://polarpuffin.com/en/pricing) ## For hotels https://polarpuffin.com/en/hotels Hotels ### PolarPuffin for hotels For independent hotels and groups of 1 to 10 hotels. Every change comes with the role that does it, so on Monday you know who to hand it to. Last updated: 11 October 2026 #### Why we start with hotels ##### All three sources from day one. Google, TripAdvisor and Booking, where your guests write. ##### Reviews with detail. A guest mentions the shower, the pillow or the wifi on the third floor. That is where small changes come from. ##### Clear roles. Housekeeping, front desk, maintenance, kitchen and management: every change has someone to own it. Hotels #### Inside a hotel report One week's five changes at an all-inclusive beach hotel, with its name removed. This week's changes An all-inclusive beach hotel · Example with real data, hotel name removed Change 1 of 5 · Kitchen ##### Taste the buffet before it opens The head chef tastes every tray before the buffet opens, removes anything left from the previous service and checks every half hour that hot food is still hot. - **Reviews:** 37 of 204 - **Cost:** Under €50 - **When:** This week - **Who:** Kitchen Complaints in 90 days it fixes - Food quality 30 - Taste 9 - Food temperature 2 «Parecía recalentada del día anterior.» In English: «It looked like yesterday's food, reheated.» Google · 28 Sept 2026 **What to expect.** The 90-day Booking score could rise by 0.18 to 0.39 points out of 10. It is an estimate, not a promise. **How you know it is done.** A sheet by the pass, signed by the head chef at every service with the time of each check. 37 of the 204 written reviews from the last 90 days complain about something this change fixes. Change 2 of 5 · Kitchen ##### Rotate the buffet's main dishes Draw up a weekly buffet rota that changes the main dishes each day, with no dish repeated in the week and local and international food on alternate days. - **Reviews:** 43 of 204 - **Cost:** Under €50 - **When:** This week - **Who:** Kitchen Complaints in 90 days it fixes - Food variety 42 - Local food 2 - Named dishes 2 «muy poca variedad en la comida, repetían lo mismo solo que cambiaban la presentación» In English: «very little variety in the food, they served the same thing and only changed how it looked» Booking · 21 Sept 2026 **What to expect.** The 90-day Booking score could rise by 0.17 to 0.36 points out of 10. It is an estimate, not a promise. **How you know it is done.** The rota is on the kitchen wall and, walking past the buffet on consecutive days, the main dishes change. 43 of the 204 written reviews from the last 90 days complain about something this change fixes. Change 3 of 5 · Management ##### Five minutes on a real case A five-minute talk at the start of every shift on a real case from the reviews and how it should have been handled, including how children are treated. - **Reviews:** 23 of 204 - **Cost:** Under €50 - **When:** This week - **Who:** Management Complaints in 90 days it fixes - Staff manner in general 18 - Front desk manner 2 - Housekeeping manner 2 «the staff were rude» Google · 9 Sept 2026 **What to expect.** The 90-day Booking score could rise by 0.10 to 0.22 points out of 10. It is an estimate, not a promise. **How you know it is done.** An attendance sheet per shift with the case covered, reviewed by management every week. 23 of the 204 written reviews from the last 90 days complain about something this change fixes. Change 4 of 5 · Front desk ##### An issue log with an owner An issue log at the front desk with the time and who owns each issue. Whatever is still open at shift change goes to the shift leader, who calls the guest. - **Reviews:** 14 of 204 - **Cost:** Under €50 - **When:** This week - **Who:** Front desk Complaints in 90 days it fixes - How issues get fixed 13 - Room key card 3 «près de 3 jours ont été nécessaires pour obtenir un technicien et un changement de chambre» In English: «it took almost three days to get a technician and a room change» Google · 9 Sept 2026 **What to expect.** It will not move the score visibly: it removes a complaint that keeps coming back. **How you know it is done.** Every morning management checks the log: no issue without an owner and none open for more than a shift without a call to the guest. 14 of the 204 written reviews from the last 90 days complain about something this change fixes. Change 5 of 5 · Entertainment ##### One morning and one afternoon activity Make sure there is a morning and an afternoon activity at the pool every day, with the entertainment lead checking mid-morning that it is happening. - **Reviews:** 16 of 204 - **Cost:** Under €50 - **When:** This week - **Who:** Entertainment Complaints in 90 days it fixes - Entertainment and activities 16 «Cero actividades para entretener al huésped.» In English: «Zero activities to keep guests entertained.» Google · 28 Sept 2026 **What to expect.** It will not move the score visibly: it fills the days with no activities and protects one of the hotel's strengths. **How you know it is done.** A daily sheet with the morning and afternoon activity, signed mid-morning by the person in charge. 16 of the 204 written reviews from the last 90 days complain about something this change fixes. #### More hotel changes Illustrative examples of how a change comes about. They are not from any client. | What to do | Who | Why | | --- | --- | --- | | A card in every room with the wifi network and password, also in the welcome message. | Front desk | Several guests say they had to go down and ask for it. | | Check the water heater in the room that keeps coming up and test the hot water first thing. | Maintenance | Three reviews mention lukewarm water in the same room, always in the morning. | | Restock hot breakfast items every 15 minutes at peak time, with one person on the line. | Kitchen and service | “By 9:30 there was nothing left”, mostly at weekends. | | Explain the tourist tax and the deposit in the confirmation email, with the exact amount. | Front desk | Complaints about a surprise charge at check-in, almost all on Booking. | | Earplugs and a note at booking for the street-facing rooms. | Front desk | The noise is in those rooms. New windows go separately, as a bigger issue. | ##### What not to touch The report also tells you what guests praise again and again, such as one team member's manner or the entertainment, and which decision would put it at risk. ##### Bigger issues, separately Tired rooms or windows that let the noise in cannot be fixed in a week. They appear separately, with their weight on the score and what you can do in the meantime. ##### Your restaurant goes in the same report The hotel's restaurant, bar or beach club is read on its own topics (food temperature, waiting for the bill, music on the terrace) and its changes go to the kitchen and floor team. [See the Hotel Pro plan](https://polarpuffin.com/en/pricing) #### What the research says A Cornell University study linked one extra point of rating, on a 5-point scale, with being able to raise prices by 11.2% without losing occupancy. [Chris Anderson, Cornell Center for Hospitality Research, 2012](https://www.hospitalitynet.org/news/4058547) In hotels, starting to reply to reviews was linked to a slightly higher rating and more reviews, because unhappy guests leave fewer negative ones. [Proserpio and Zervas, Marketing Science, 2017](https://pubsonline.informs.org/doi/suppl/10.1287/mksc.2017.1043) These are other people's studies, with their dates. We do not promise those figures for your hotel: the report gives its own estimate, with its method. #### Try PolarPuffin with your hotel Get a free report for your hotel, built from its real reviews. Then, if you like, a 30-day trial with no card. [Get the free report](https://polarpuffin.com/en/pricing) [See pricing](https://polarpuffin.com/en/pricing) ## For restaurants https://polarpuffin.com/en/restaurants Restaurants ### PolarPuffin for restaurants Independent restaurants come after hotels. Today, on Hotel Pro, a client hotel's restaurant, bar or beach club already goes in its report. Last updated: 11 October 2026 Available #### Today, inside a hotel If your restaurant, bar or beach club is part of a hotel, on Hotel Pro it goes in the hotel's report, with its own topics and changes for the kitchen and floor team. [See the Hotel Pro plan](https://polarpuffin.com/en/pricing) Coming soon #### Next, the independent restaurant With your Google and TripAdvisor reviews. Read in their own language, including the turns of phrase a translator misses. [Let me know when it is ready](mailto:hello@polargate.ai?subject=Let%20me%20know%20when%20PolarPuffin%20is%20ready%20for%20restaurants) #### Restaurant changes Illustrative examples of how a change comes about. They are not from any client. | What to do | Who | Why | | --- | --- | --- | | Warm the plates for mains at the pass and send them out as soon as they are ready for large tables. | Kitchen and floor | Complaints that “the food arrived lukewarm”, almost all at tables of more than six. | | A closing server with a card reader at Saturday dinner, to settle bills in under five minutes. | Floor manager | Waiting for the bill is growing, and it is always Saturday night. | | Show the price of bread and cover charge on the menu and when guests sit down. | Manager | “They charged us for bread we did not ask for”. | | Review the recipe and cooking of the most-mentioned dish, which has gone from praise to complaint. | Head chef | The signature dish has dropped in the last month. | | Turn the terrace music down from 10 pm to midnight. | Manager | “You could not hear each other”, only at night. | #### What the research says A Harvard study linked one extra Yelp star with 5 to 9% more revenue, and the effect only showed up in independent restaurants, not in chains. [Michael Luca, Harvard Business School, Seattle data from 2003 to 2009](https://papers.ssrn.com/abstract=1928601) It is someone else's study, with its own dates and city. For restaurants we do not turn the effect into euros. #### Is your restaurant inside a hotel? Then it can already go in the hotel's report. Email us the hotel's name and we will send you the first one. [Get the free report](https://polarpuffin.com/en/pricing) [See pricing](https://polarpuffin.com/en/pricing) ## Pricing https://polarpuffin.com/en/pricing Pricing ### One monthly price per hotel From $63 a month per hotel on yearly billing, with no minimum term on monthly. The first 30 days are free, no card needed. Last updated: 11 October 2026 #### Plans ##### Hotel For knowing what to change each week in one hotel. $63 a month per hotel Paying monthly: $79 · Billed once a year: $756 You save $192 a year Excluding VAT · Less than $3 a day - One hotel - Google, TripAdvisor and Booking reviews - A report in your inbox every Monday, with up to five changes - Email alerts when something urgent comes up - Every change measured at 4 and 8 weeks ##### Hotel Pro Recommended For the hotel that also answers every review and keeps an eye on its competitors. $119 a month per hotel Paying monthly: $149 · Billed once a year: $1,428 You save $360 a year Excluding VAT · Less than $4 a day $56 more a month than Hotel - Everything in Hotel - Draft replies for every review - A comparison with 3 competing hotels - The hotel's restaurant or beach club in the same report - Publish replies to Google from PolarPuffin Soon ##### Group For groups of 3 hotels or more. From $99 a month per hotel, billed yearly Custom, depending on how many hotels. Excluding VAT - Everything in Hotel Pro for each hotel - A custom price per hotel, depending on the size of the group - We talk it through with you before starting [Get in touch](mailto:hello@polargate.ai?subject=PolarPuffin%20for%20a%20hotel%20group) - Secure payment by Stripe: card, Apple Pay or Google Pay - Invoice in your company's name - Cancel any time Do you run a restaurant without a hotel? [See when it is coming](https://polarpuffin.com/en/restaurants) Free report #### Get a free report for your hotel Before you pay anything, we send you a report built from your hotel's real reviews. - This week's changes, each with the reviews that ask for it - What guests praise most and you should leave alone - We put it together and email it to you #### What each plan includes | What you get | Hotel | Hotel Pro | Group | | --- | --- | --- | --- | | Per month, paying monthly | $79 | $149 | Custom | | Per month, billed yearly | $63 | $119 | From $99 | | Google, TripAdvisor and Booking reviews | Included | Included | Included | | A report every Monday in your inbox, with up to five changes | Included | Included | Included | | Email alerts | Included | Included | Included | | Each change measured at 4 and 8 weeks | Included | Included | Included | | Draft replies for every review | Not included | Included | Included | | Publish replies to Google from PolarPuffin | Not included | Soon | Soon | | Comparison with 3 competing hotels | Not included | Included | Included | | The hotel's restaurant or beach club in the same report | Not included | Included | Included | | Custom price per hotel for the group | Not included | Not included | Included | Excluding VAT #### What applies to every plan - **If the trial doesn't help, you don't pay.:** The first 30 days are free, with no card. Nothing is charged when it ends: you choose a plan or stop. - **No minimum term.:** Monthly plans can be cancelled any time from your account and run to the end of the paid month. - **Yearly costs less.:** Yearly billing is 20% less. You pay once for twelve months and, if you cancel, it doesn't renew. - **Every Monday in your inbox.:** The report arrives by email and is also in your PolarPuffin account, with the draft replies ready to copy. - **VAT excluded.:** Prices are shown before the VAT that applies to your company. - **One hotel, one price.:** Each hotel counts as one. For 3 hotels or more, see the Group plan. #### Try it free for 30 days No card. Nothing is charged when it ends: you choose a plan or stop. 1. Tell us which hotel it is and where to send the report. 2. We bring together your Google, TripAdvisor and Booking reviews and send you the first report. 3. For 30 days you get the reports free. Then you decide whether to carry on. #### Common questions **Do I need a card to try it?** No. The trial lasts 30 days and asks for no card. Nothing is charged when it ends. **Is there a minimum term?** Not on monthly: cancel any time from your account, under "Manage subscription", and the subscription runs to the end of the paid period. Yearly is paid upfront and, if you cancel, it doesn't renew. **Do I get a refund if I cancel?** The current period isn't refunded, except where the law requires it. That is what the trial is for: to see whether it helps before you pay. **How do I get the report?** Every Monday in your inbox. It is also in your PolarPuffin account, in the browser, with nothing to install. **Do I need to connect my accounts or share passwords?** No. We bring together your Google, TripAdvisor and Booking reviews. You just tell us which hotel it is. **Do you post the replies for me?** Not today. With Hotel Pro you get a draft for every review and post it yourself. Posting to Google from PolarPuffin is coming soon, with no fixed date. **How does VAT work?** Prices exclude it. Spanish companies pay 21%. Companies in another EU country with a valid VAT number pay no VAT (reverse charge). Outside the EU, no VAT. **How do I pay?** By card, Apple Pay or Google Pay. Stripe processes the payment and the invoice is in your company's name. **What if I have several hotels?** Each hotel counts as one. From 3 hotels there is a custom price per hotel, billed yearly, from $99 a month per hotel: get in touch and we'll work it out. **Will my rating go up?** We don't promise that. We measure each change at 4 and 8 weeks and tell you whether it worked. [hello@polargate.ai](mailto:hello@polargate.ai) ## Compare https://polarpuffin.com/en/compare Compare ### PolarPuffin and other review tools Several tools read a hotel's reviews. This is what each one publishes on its website as of 9 October 2026. Last updated: 11 October 2026 | Tool | Published entry price | Notes from its public page | | --- | --- | --- | | PolarPuffin | $79 per hotel a month, excluding VAT, no minimum term | Plans at $79 and $149 per hotel a month, 20% less billed yearly. 30-day trial, no card. Google, TripAdvisor and Booking. Up to five changes a week with their reviews, alerts and every change measured at 4 and 8 weeks; draft replies with Hotel Pro. | | TrustYou CXP [source](https://www.trustyou.com/pricing/cxp/) | €75 per hotel a month, billed annually | Lite €75, Essential €130 and Professional €180 per hotel a month. Review inbox, sentiment analysis, competitor benchmarking and surveys. Unlimited AI replies on Professional. | | MARA [source](https://www.mara-solutions.com/) | From €70 per hotel a month | Lite €70 to €100, Core €130 to €160 and Intelligence €210 to €290 per hotel a month, with 150 or 500 replies included and €0.30 per extra reply. AI replies in the guest's language, topics per property, PMS integration, API and MCP. | | Semrush Local [source](https://www.semrush.com/kb/1611-local-toolkit-pricing-and-plans) | $30 per location a month | Base $30 and Pro $60 per location a month. Review monitoring, negative review alerts, AI replies and review analysis of up to 10 competitors, mainly on Google. | #### What we saw on their pages All three publish a price. TrustYou and MARA charge per hotel a month, and TrustYou bills annually. All three analyse topics or sentiment and reply with AI. Replying with AI no longer sets anyone apart: Gemini can draft replies in Google Business Profile since June 2026 ([Hack and Grow](https://hackandgrow.co/blog/google-business-profile-ai-review-replies/)). #### What PolarPuffin does It does not hand you a list of topics: it gives you small changes with who does them, what they cost and the reviews asking for them, then checks whether they worked. Replies mention what your hotel has fixed. [See PolarPuffin pricing](https://polarpuffin.com/en/pricing) #### When another tool fits better If you want rule-based automatic replies or a link to your PMS, MARA goes that way. If your reviews are mostly on Google and you have many locations, Semrush Local costs less. If you already work with annual contracts and guest surveys, TrustYou includes them. Data taken from each tool's public page on 9 October 2026. Prices change. If you spot a mistake, write to [hello@polargate.ai](mailto:hello@polargate.ai) and we will correct it. #### Try PolarPuffin with your hotel Get a free report for your hotel, built from its real reviews. Then, if you like, a 30-day trial with no card. [Get the free report](https://polarpuffin.com/en/pricing) [See pricing](https://polarpuffin.com/en/pricing) ## PolarPuffin facts https://polarpuffin.com/en/facts Facts ### PolarPuffin facts PolarPuffin brings together a hotel's reviews from Google, TripAdvisor and Booking and tells it every week the smallest, cheapest and quickest changes that will do most for its guests, with the reviews that prove it. It is a product of Polargate (POLARGATE S.L., Madrid). Last updated: 11 October 2026 #### In a few sentences - PolarPuffin is a product of Polargate (POLARGATE S.L., tax ID B24895005, Calle Electrónica 6, 28027 Madrid, Spain). - PolarPuffin brings together a hotel's Google, TripAdvisor and Booking reviews and tells it every week the smallest changes that will do most for its guests. - In PolarPuffin, a change is a concrete action done by a named role, in days rather than months, at a small cost and backed by reviews. - Reviews are read by Claude, from Anthropic, in their original language. The code calculates every figure in the report, never the AI. - Each weekly report has at most five changes. If fewer have enough evidence, fewer appear. - PolarPuffin checks whether a change worked 4 and 8 weeks after it was made, comparing complaints before and after. - PolarPuffin draft replies (Hotel Pro plan) are in the guest's language and only state what the hotel has confirmed. The hotel reviews and publishes them. - PolarPuffin starts with independent hotels and groups of 1 to 10 hotels in Spain. On Hotel Pro, the hotel's restaurant, bar or beach club goes in the same report. - PolarPuffin plans: Hotel $79 and Hotel Pro $149 a month per hotel, excluding VAT, with no minimum term. Billed yearly, 20% less: $63 and $119 a month. - For groups of 3 or more hotels, PolarPuffin has custom pricing, from $99 a month per hotel billed yearly. - PolarPuffin charges in euros on its Spanish website and in US dollars on its English website, with the same number. - PolarPuffin can be tried free for 30 days, with no card. Nothing is charged when the trial ends. - The PolarPuffin report arrives every Monday by email and is also in the hotel's PolarPuffin account, in the browser. - PolarPuffin does not promise a higher hotel score: it gives an estimate with its method. - The PolarPuffin website is https://polarpuffin.com and the Polargate website is https://polargate.ai. - PolarPuffin publishes its data for agents at https://polarpuffin.com/api/facts.json. - Contact: hello@polargate.ai. #### Owner - **Company name:** POLARGATE S.L. - **Tax ID:** B24895005 - **Registered address:** Calle Electrónica 6, 28027 Madrid (Spain) - **Email:** [hello@polargate.ai](mailto:hello@polargate.ai) - **Website:** [polargate.ai](https://polargate.ai) #### For agents and developers This information is also in llms.txt, in /api/facts.json and in Markdown at the same address ending in .md. - [/llms-en.txt](https://polarpuffin.com/llms-en.txt) - [/api/facts.json](https://polarpuffin.com/api/facts.json) #### Try PolarPuffin with your hotel Get a free report for your hotel, built from its real reviews. Then, if you like, a 30-day trial with no card. [Get the free report](https://polarpuffin.com/en/pricing) [See pricing](https://polarpuffin.com/en/pricing) ## Legal notice https://polarpuffin.com/en/legal/legal-notice Legal ### Legal notice PolarPuffin is a service of POLARGATE S.L., tax ID B24895005. Last updated: 11 October 2026 #### Owner polarpuffin.com and the PolarPuffin service belong to POLARGATE S.L., with these owner details (article 10 of Spanish Law 34/2002 on information society services): - **Company name:** POLARGATE S.L. - **Tax ID:** B24895005 - **Registered address:** Calle Electrónica 6, 28027 Madrid (Spain) - **Email:** [hello@polargate.ai](mailto:hello@polargate.ai) - **Website:** [polarpuffin.com](https://polarpuffin.com) · [polargate.ai](https://polargate.ai) #### Purpose This website explains PolarPuffin, the POLARGATE S.L. service that brings together a hotel's reviews and tells it which small changes will do most for its guests. The service is provided under its [terms of service](https://polarpuffin.com/en/legal/terms), accepted on payment. #### Intellectual and industrial property The PolarPuffin brand, logo, texts, design and code of this website belong to POLARGATE S.L. or are used under licence. You may quote and link to them; you may not copy them for another service. The Urbanist, Inter and JetBrains Mono typefaces are used under the SIL Open Font License. Google, TripAdvisor, Booking.com, Claude, Anthropic and the other tools named on this website are trademarks of their owners. They are named to say where the reviews come from, which AI reads them or what each tool publishes. POLARGATE S.L. is not affiliated with any of them. #### Examples and studies The report examples on this website are labelled. Those described as based on real data use public reviews without the hotel's name or the reviewer's; the rest are illustrative. The studies quoted belong to their authors, with their date and link. #### Liability We try to keep the information on this website accurate and up to date; every page shows its review date. POLARGATE S.L. is not liable for interruptions due to maintenance or for the content of external websites it links to. #### Governing law and jurisdiction Spanish law applies. Any dispute goes to the courts of the city of Madrid, unless a mandatory rule says otherwise. For any question about this page, write to [hello@polargate.ai](mailto:hello@polargate.ai). ## Privacy https://polarpuffin.com/en/legal/privacy Legal ### Privacy policy What data we process in PolarPuffin and how to exercise your rights. Last updated: 11 October 2026 Version 2026-10-11.3. #### Controller POLARGATE S.L. is the controller of your data. For any privacy matter, write to hello@polargate.ai. There is no data protection officer; if one is appointed, they will be named here. - **Company name:** POLARGATE S.L. - **Tax ID:** B24895005 - **Registered address:** Calle Electrónica 6, 28027 Madrid (Spain) - **Email:** [hello@polargate.ai](mailto:hello@polargate.ai) - **Website:** [polarpuffin.com](https://polarpuffin.com) · [polargate.ai](https://polargate.ai) #### What data we process and why ##### If you ask for your hotel's free report - **Data:** The hotel's name, its Google, TripAdvisor or Booking address if you give it to us, your email, your name if you add it and the fact that you ticked the box for this policy. - **Purpose:** Preparing your hotel's sample report, emailing it to you and replying if you write back. - **Legal basis:** Pre-contractual steps at your request (art. 6.1.b GDPR). - **How long:** If you sign up, it moves to the service contract. If not, it is deleted 12 months after the request or the last email. ##### If you ask for the 30-day trial - **Data:** The same as for the free report, plus the plan you want to try. - **Purpose:** Setting up the trial, sending you the reports while it runs and asking you at the end whether you want to carry on. - **Legal basis:** Pre-contractual steps at your request (art. 6.1.b). - **How long:** If you sign up, it moves to the service contract. If not, it is deleted 12 months after the trial ends. ##### If you email us - **Data:** Whatever you put in the email: your name, your email address, the hotel and what you tell us. - **Purpose:** Replying to you and talking to you about the service. - **Legal basis:** Pre-contractual steps at your request (art. 6.1.b) and the legitimate interest in answering whoever writes to us (art. 6.1.f). - **How long:** If you sign up, it moves to the service contract. If not, it is deleted 12 months after the last email. ##### If you pay - **Data:** The email address and the company or hotel name you type on the payment page, plus whatever Stripe asks for to take the payment and work out the tax. Card details go straight to Stripe and never reach us. - **Purpose:** Charging the subscription, issuing invoices (Stripe generates them on behalf of POLARGATE S.L.), sending you the receipt for each charge (we send it) and preventing payment fraud. - **Legal basis:** Performance of the contract (art. 6.1.b), the legal obligation to invoice and keep invoices (art. 6.1.c) and the legitimate interest in preventing fraud (art. 6.1.f). - **How long:** For as long as the subscription lasts. Invoices and billing data, 6 years (article 30 of the Spanish Commercial Code). ##### If you sign in to your account - **Data:** What Google gives us when you sign in (your name, your verified email and an identifier of your Google account), the date you accept the terms and this policy, the emails of the people you invite to the hotel and what you mark in the account (changes done, replies published, drafts edited). - **Purpose:** Opening your session, showing you your hotel's report and subscription, and letting in the people you invite. - **Legal basis:** Performance of the contract (art. 6.1.b). - **How long:** For as long as you keep the account. You can download your data or delete the account from the account itself. ##### If you are a customer - **Data:** The email address and name of the people at the hotel who receive the reports and alerts, and whatever you write to us about the service. - **Purpose:** Sending the weekly report every Monday and the email alerts, and looking after the hotel. - **Legal basis:** Performance of the contract (art. 6.1.b). - **How long:** For as long as the subscription lasts. Afterwards, only what the law requires us to keep. ##### When you visit the website - **Data:** The technical data the server logs for each visit: the IP address, the browser and the page requested. - **Purpose:** Serving the website and protecting it from abuse, for example by limiting how many requests come from the same address. - **Legal basis:** The legitimate interest in a working, secure website (art. 6.1.f). - **How long:** The period the hosting provider sets for its logs. We do not use them for anything else. #### What happens when you send a form Each request reaches us as an email notification to hello@polargate.ai, sent through Resend, and is copied into Polargate's customer records (the Polargate portal, hosted on Supabase in the European Union, in Ireland). You get a confirmation email. No account is created and no password is asked for when you ask. #### What we do not do - We do not sell data. - We do not use it for advertising. - We do not build profiles or make automated decisions with effects on people. - We do not send you marketing emails you did not ask for. #### Reviews from a hotel's guests When a hotel signs up for PolarPuffin, POLARGATE S.L. processes the personal data in its reviews on the hotel's behalf, as a processor, under the [data processing agreement](https://polarpuffin.com/en/legal/dpa), which is part of the terms of service. The hotel is the controller of that data. For the free report requested before signing up, POLARGATE S.L. processes the hotel's reviews as a controller, on the legitimate interest of preparing the report the hotel asked for (art. 6.1.f). Before reading the reviews we remove the reviewer's name and the link to their profile. If the text names someone, the report replaces it with "[name]". Claude, from Anthropic, reads them through Anthropic's commercial API. #### Providers that process data These are the providers that process data on our behalf. We only list the ones in use; if one is added, it appears here before we use it. When a provider is outside the European Economic Area, the transfer relies on the safeguards in chapter V of the GDPR (standard contractual clauses and, where the provider is certified, the EU-US Data Privacy Framework). - **Vercel:** Website hosting (Vercel Inc., United States, under standard contractual clauses). - **Google:** The hello@polargate.ai mailbox and sending the reports (Google Workspace, Google Ireland Limited). - **Resend:** Form notifications and confirmation emails (Resend, Inc., United States, under standard contractual clauses). - **Supabase:** Polargate's customer records, where form requests are copied, and the PolarPuffin accounts with each hotel's report (Supabase, Inc., USA, with the data stored in the European Union, in Ireland; standard contractual clauses for any access from outside). - **Google (sign-in):** Signing in to the PolarPuffin account with Google: Google confirms your name and email to us (Google Ireland Limited). - **Stripe:** Payments and invoices (Stripe Payments Europe, Ltd., Ireland). Stripe also processes some data as a controller in its own right to prevent fraud, under its privacy policy. - **Anthropic:** Reading the reviews with Claude (Anthropic, PBC, United States, under standard contractual clauses and the EU-US Data Privacy Framework). Anthropic does not train its models on data it receives through its commercial API. #### Cookies on the payment page The website sets no cookies. The payment page (and the account, only when you change your card) loads Stripe.js, Stripe's payment code, and Stripe may set its own cookies there to prevent fraud. More in the [cookie policy](https://polarpuffin.com/en/legal/cookies). #### Your rights You can ask for access, rectification, erasure, objection, restriction of processing and portability by writing to hello@polargate.ai. We reply within 1 month at most. If you are not satisfied with the answer, you can complain to the Spanish Data Protection Agency (aepd.es). If you wrote a review of a client hotel, the hotel is the controller of that data: you can contact the hotel, or write to us and we will pass your request on. #### Minors PolarPuffin is a service for businesses and is not aimed at anyone under 18. #### Changes If anything changes that affects what we do with your data, this page changes first. The date of the last review is shown above. #### Other legal texts [Terms of service](https://polarpuffin.com/en/legal/terms) · [Data processing agreement](https://polarpuffin.com/en/legal/dpa) · [Cookie policy](https://polarpuffin.com/en/legal/cookies) · [Legal notice](https://polarpuffin.com/en/legal/legal-notice) For any question about this page, write to [hello@polargate.ai](mailto:hello@polargate.ai). ## Cookies https://polarpuffin.com/en/legal/cookies Legal ### Cookie policy The PolarPuffin website sets no cookies of its own. Last updated: 11 October 2026 #### No tracking cookies The website sets no tracking, advertising or analytics cookies. Only the hotel account and checkout use technical cookies: the session and the payment just made. That is why there is no cookie banner: there is nothing to accept. Basis: article 22.2 of Spanish Law 34/2002 (LSSI) and the Spanish Data Protection Agency guide on the use of cookies. #### What is stored in your browser Only technical storage, which needs no consent: - **Name:** pp:reloaded (sessionStorage) - **Purpose:** If we publish a new version while you browse, the page reloads once; this stops it from doing so in a loop. - **How long it lasts:** Until you close the tab. - **Name:** __Host-pp_session (cookie, account only) - **Purpose:** Your session, after you sign in with Google. The account cannot work without it. - **How long it lasts:** 30 days, or until you sign out. - **Name:** __Host-pp_nonce (cookie, account only) - **Purpose:** A one-time value that checks the Google sign-in is the one you just asked for. - **How long it lasts:** 10 minutes. - **Name:** pp:alertas: (localStorage, account only) - **Purpose:** The report alerts you've marked as seen or noted in this browser. - **How long it lasts:** Until you clear your browser data. - **Name:** pp:demo (localStorage, account only) - **Purpose:** Whether presentation mode is on, which hides the hotel's name and people's names on screen. - **How long it lasts:** Until you turn it off or clear your browser data. #### Third parties No third party sets cookies on the public pages of polarpuffin.com. The fonts are hosted on the website itself, without Google Fonts, and no outside script is loaded. #### The payment page Only on the payment page (/pagar and /pay), and in the account when you change your card, is Stripe.js loaded, Stripe's payment form. Stripe may set its own cookies there to prevent fraud and take payments securely, which are needed for the payment you ask for. More in Stripe's cookie policy (stripe.com/cookie-settings). #### The hotel account Only in the account (/en/app) is Google's sign-in button loaded. Google may set its own cookies when you use it, which are needed for the sign-in you ask for. More in Google's privacy policy (policies.google.com/privacy). #### If this ever changes If measurement or any cookie is added, this page changes first and, if consent is needed, it is asked for with a reject button as visible as the accept one. For any question about this page, write to [hello@polargate.ai](mailto:hello@polargate.ai). ## Terms of service https://polarpuffin.com/en/legal/terms Legal ### Terms of service What POLARGATE S.L. and the hotel that signs up for PolarPuffin agree to. Last updated: 11 October 2026 Version 2026-10-11.3. #### Who provides the service POLARGATE S.L., tax ID B24895005, registered at Calle Electrónica 6, 28027 Madrid (Spain). Email: hello@polargate.ai. In these terms, "you" means the hotel, or the company that runs it, that signs up. #### How you accept them You accept these terms, and the [data processing agreement](https://polarpuffin.com/en/legal/dpa) that is part of them, when you pay. The version you accept is the one shown above. #### For businesses only PolarPuffin is a service for businesses: hotels and their restaurants, bars or beach clubs. Independent restaurants will come later. It is not offered to consumers: whoever signs up does so on behalf of a business and for its trade, so the consumer right of withdrawal does not apply. #### What PolarPuffin does We bring together the hotel's reviews from Google, TripAdvisor and Booking and every Monday email you a weekly report with up to five small changes, each backed by the reviews that ask for it. Between reports we send email alerts, and we measure each change again at 4 and 8 weeks to see whether it worked. The report and the alerts arrive by email. The hotel also has a PolarPuffin account, in the browser, with the report, the draft replies and its subscription. You sign in with Google, with the email of whoever paid or of the people the account holder invites. #### Plans There are two plans per hotel, Hotel and Hotel Pro, paid monthly or yearly. Prices are on the [pricing](https://polarpuffin.com/en/pricing) page. Hotel Pro adds draft replies for every review, a comparison with three competing hotels, and the hotel's restaurant or beach club in the same report. Paying yearly costs at least 20% less than paying monthly and is charged upfront for 12 months. For 3 or more hotels, the Group plan is tailored: ask by email at hello@polargate.ai and we agree it in writing. #### Replies to reviews Draft replies are drafts. You review them, edit them if you wish and publish them yourself, under your own responsibility. PolarPuffin does not currently publish replies on Google or any other platform, and until it does, publishing is not part of the service you sign up for. #### Estimates The figures that come with a change (how much the rating could improve, how many complaints it could prevent) are estimates, not promises. PolarPuffin does not guarantee a higher rating or more revenue. What you do with the report is your decision. #### Free trial The first 30 days are free and need no card. Nothing is charged automatically when they end: you choose a plan and pay, or you stop. #### Prices and tax Prices exclude tax. Spanish businesses pay 21% VAT on top. Businesses in another European Union country with a valid VAT number are invoiced without VAT, under the reverse charge, as POLARGATE S.L. is registered for intra-EU trade (ROI/VIES). No VAT is charged outside the European Union. Tax is calculated by Stripe Tax at checkout. The Spanish site charges in euros and the English site in US dollars, for the same figure. #### Payment and renewal Payment is upfront by card, Apple Pay or Google Pay, through Stripe. The subscription renews automatically every month or year, as chosen, with the same payment method, until it is cancelled. After each charge we email the receipt, with the invoice as a PDF, to the billing address (the one given at checkout, or whichever is set later in the account). The invoices are in the account too. #### Price changes A price change is announced by email 30 days in advance. If you do not accept it, you can cancel before it applies. #### Cancellation There is no minimum term: cancel whenever you like from your PolarPuffin account, under "Plan and billing", or by writing to hello@polargate.ai. That is also where you change plan or payment method and download your invoices. The subscription stays active until the end of the period already paid and then does not renew. #### Refunds The current period, whether a month or a year paid upfront, is not refunded, except where the law requires it. The free trial is there so you can decide before paying. #### What you agree to do - Give us accurate details identifying the hotel and its Google, TripAdvisor and Booking listings. - Use the reports to manage your own hotel. - Publish replies under your own responsibility and within each review platform's terms. #### Personal data POLARGATE S.L. processes the hotel's contact, account and billing data as a controller, under the [privacy policy](https://polarpuffin.com/en/legal/privacy). It processes the personal data in reviews on your behalf, under the [data processing agreement](https://polarpuffin.com/en/legal/dpa). #### Intellectual property Reports are for your internal use: you may share them within your company, but not resell them. The PolarPuffin software, the report format and the brand belong to POLARGATE S.L., and you acquire no rights over them. #### Liability POLARGATE S.L.'s liability to you is limited to what you paid in the 12 months before the event giving rise to it. It is not liable for indirect damage, loss of profit or the decisions you take. None of this limits liability for wilful misconduct or any liability the law does not allow to be limited. #### Suspension and termination If a charge fails and remains unpaid after we notify you, the service may be suspended until it is paid. Either party may terminate the contract if the other commits a serious breach. #### Changes to these terms They are announced by email 30 days in advance. If you do not accept them, you can cancel before they apply. #### Governing law and jurisdiction Spanish law. As a contract between businesses, any dispute goes to the courts of the city of Madrid. #### Other legal texts [Data processing agreement](https://polarpuffin.com/en/legal/dpa) · [Privacy policy](https://polarpuffin.com/en/legal/privacy) · [Cookie policy](https://polarpuffin.com/en/legal/cookies) · [Legal notice](https://polarpuffin.com/en/legal/legal-notice) For any question about this page, write to [hello@polargate.ai](mailto:hello@polargate.ai). ## Data processing agreement https://polarpuffin.com/en/legal/dpa Legal ### Data processing agreement How POLARGATE S.L. handles the personal data in reviews on the hotel's behalf. Last updated: 11 October 2026 Version 2026-10-11.3. #### Parties This is the data processing agreement under Article 28 of the GDPR between the hotel that signs up for PolarPuffin, as controller, and POLARGATE S.L. (tax ID B24895005), as processor. It is part of the [terms of service](https://polarpuffin.com/en/legal/terms) and is accepted with them, on payment. Anything it does not cover is governed by those terms. #### Purpose and duration The processor handles the data only to provide the service the hotel signed up for: bringing together its Google, TripAdvisor and Booking reviews, analysing them, preparing the reports, alerts, measurements and draft replies, and emailing them. The agreement lasts as long as the subscription. #### What data and whose The personal data in the hotel's reviews and in what is prepared from them for the hotel (reports, alerts and draft replies). The reviews are public. Before analysis, the reviewer's name and profile link are removed (pseudonymisation). The text may still contain personal data, such as the name of a member of staff or another guest; the reports replace it with "[name]". Data subjects: the people who write the reviews (the hotel's guests) and the people named in them, such as staff. Special categories of data are not sought. If a review contains any, it is not used. #### What is not covered POLARGATE S.L. processes the hotel's contact, account and billing data as a controller in its own right, under the [privacy policy](https://polarpuffin.com/en/legal/privacy), not under this agreement. The same goes for the free report and the free trial, before signing up: to provide them, POLARGATE S.L. processes the reviews as a controller, on the legitimate interest of giving the hotel what it asked for. #### Instructions The processor handles the data only on the hotel's documented instructions: this agreement, the terms of service and whatever the hotel asks for in writing. If a law requires otherwise, it tells the hotel first, unless that law forbids it. If it believes an instruction infringes the GDPR or another data protection rule, it says so immediately. #### Confidentiality Polargate staff who handle the data are bound by confidentiality, which continues after they stop doing so. #### Security measures - Data is encrypted in transit. - Access is limited to Polargate staff who need it to provide the service. - Data is processed on Polargate's own equipment and by the sub-processors listed below, nowhere else. - The reviewer's name and profile link are removed before analysis. #### Sub-processors The hotel gives general written authorisation for the processor to use sub-processors. Today they are: - **Anthropic, PBC:** United States. Analyses the review text with Claude. It does not train its models on data received through its commercial API. - **Google Ireland Limited:** Ireland. Google Workspace, used to email the reports. #### Changes of sub-processor Before adding or replacing one, the processor emails the hotel 30 days in advance. The hotel may object and, if no agreement is reached, cancel before the change applies. Each sub-processor is bound by the same obligations as this agreement. #### International transfers When a sub-processor handles data outside the European Economic Area, the transfer relies on the European Commission's standard contractual clauses and, where the provider is certified, the EU-US Data Privacy Framework. #### Data subject rights If someone asks the processor to access, rectify or erase their data, to object, or to exercise any other right, the processor passes the request to the hotel without delay. It helps the hotel answer such requests with the technical and organisational measures available to it. #### Security breaches If the processor becomes aware of a breach affecting the data, it notifies the hotel without undue delay and within 48 hours at most, with what it knows: what happened, which data and people may be affected, its likely consequences and what has been done. It then helps the hotel notify the supervisory authority and the people affected where needed. #### Impact assessments The processor helps the hotel with any data protection impact assessments and prior consultations with the supervisory authority it needs to carry out, with the information available to it. #### When the agreement ends When the subscription ends, the processor deletes the data or, if the hotel asks beforehand, returns it, within the following 30 days. It keeps only what a law requires it to keep, and only for as long as required. #### Audits The processor gives the hotel the information needed to show that it complies with this agreement, starting with documentation. If that is not enough, the hotel may carry out an audit, itself or through an auditor of its choice, with reasonable notice and at its own cost. #### Other legal texts [Terms of service](https://polarpuffin.com/en/legal/terms) · [Privacy policy](https://polarpuffin.com/en/legal/privacy) · [Cookie policy](https://polarpuffin.com/en/legal/cookies) · [Legal notice](https://polarpuffin.com/en/legal/legal-notice) For any question about this page, write to [hello@polargate.ai](mailto:hello@polargate.ai).