Privacy policy

Who we are

Mostess is run by Oliver Jacobs, trading as Mostess, 2 Duchess Crescent, Bentley Priory, Stanmore HA7 3GH, United Kingdom. For the accounts people hold with us, and for running the Mostess service, we are the data controller under the UK GDPR and the Data Protection Act 2018.

When a host uses Mostess to take bookings from their own guests, the host decides how their guests' information is used and is the controller for it. We process that information on the host's behalf to provide the service.

What we collect

Hosts and team members: name, email address, password (stored only as a secure hash), the listings and photos you add or import, pricing, calendars you connect from Airbnb, Booking.com or Guesty, messages with guests and support, your plan and billing status, and the payout bank details you give us.

Guests: the details entered when requesting or paying for a stay (name, email, phone number, dates, number of guests, messages to the host), reviews you choose to leave, and whether you joined a host's returning-guest list. Card payments are handled by Stripe; we never see or store full card numbers.

Cleaners (website and app): name, email address, password (hashed), the properties you clean, your rate per changeover, job status updates, extra charges and notes you add, the invoices you send, and the bank details you enter so hosts can pay you. If you add properties yourself, we also keep the property names, stays and calendar links you enter, and the name and email address of each host you invoice. We use a host's details only to send them your invoices.

Technical information: a session token or cookie that keeps you signed in, and standard server logs (such as IP address and time of request) kept for security and troubleshooting. The Mostess for Cleaners app stores its session token in your device's secure keychain. We do not use advertising or third-party tracking, and the app does not track you across other apps or websites.

How we use it

• To provide the service: hosting booking sites, handling booking requests and payments, syncing calendars, showing cleaners their changeovers and sending invoices to hosts (performance of a contract).
• To send service emails and texts, such as booking requests, payment links, invoice and changeover notices, and replies to support requests (performance of a contract).
• To keep accounts secure, prevent fraud and fix problems (legitimate interests).
• To meet legal, tax and accounting obligations (legal obligation).
• Optional AI features, such as drafting blog posts or guest-guide suggestions, send the text you provide to an AI provider to generate a response. They are only used when you ask for them.

Who we share it with

We share information only as needed to run Mostess, with providers who process it on our instructions:

• Vercel: website hosting and file storage for photos and attachments
• Neon: database hosting (London region)
• Stripe: guest payments, host payouts and subscription billing
• Resend: sending and receiving email
• Twilio: text messages, where a host has them turned on
• OpenAI: optional AI writing and suggestion features
• Xero and Intuit (QuickBooks): if a cleaner connects their account, the invoices they send, including the host's name and email
• Google: scheduling demo calls you book with us

Within Mostess, information is shared between the people a booking or job involves: a guest's booking details with the host and their team; changeover dates and host notes with the cleaners the host has invited; and a cleaner's invoices, contact and bank details with the host they invoice. We do not sell personal information.

Some providers are based outside the UK. Where information leaves the UK, we rely on an adequacy decision or the standard contractual clauses approved for UK transfers.

How long we keep it

We keep account information while your account is open. Booking, payment and invoice records are kept for as long as needed for tax and accounting purposes, normally six years. Server logs are kept for a short period for security. When you delete your account we delete or anonymise the rest.

Your rights

You can ask to see, correct, export or delete your personal information, object to or restrict how we use it, and withdraw consent where we rely on it. Email hello@mostess.app and we will reply within one month. Guests asking about a booking may be referred to the host, who controls that information.

Deleting your account: cleaners can delete their account in the Mostess for Cleaners app under Account → Delete account. Hosts can email us and we will close the account. See the help page for details.

If you are unhappy with how we handle your information, you can complain to the Information Commissioner's Office at ico.org.uk. We would appreciate the chance to put things right first.

Children

Mostess is for adults running or working at holiday rentals. We do not knowingly collect information from anyone under 18.

Changes to this policy

If we make significant changes, we will update the date above and, where appropriate, let account holders know by email.

Contact us

Oliver Jacobs, trading as Mostess, 2 Duchess Crescent, Bentley Priory, Stanmore HA7 3GH, United Kingdom. Email hello@mostess.app.