AI & Call Policy

When the service is enabled for a property, ACL Voice may answer telephone calls to the hotel, converse with the caller and assist with steps such as:

• Greeting the caller and identifying the purpose of the call.
• Providing information from the knowledge base configured by the hotel (hours, services, access, internal policies communicated, and similar).
• Where the PMS is connected and available, providing availability, rate or reservation-status information.
• Assisting with the creation or amendment of a reservation through the connected PMS.
• Taking a message or capturing a request for hotel staff.
• Transferring the call to a staff member or a number configured by the hotel.

The service is a reception-assistance tool. It does not replace human judgement where that is required and is not intended to provide legal, medical or financial advice.

To provide the service, ACL Voice uses automated processing, including:

• Speech recognition (converting speech into text).
• Language processing to identify intent, language and relevant information.
• Generation of responses, then spoken playback.
• Execution of service actions (information lookup, PMS interaction, transfer, message capture).

These technologies may be operated by ACL Voice and/or by third-party technology providers (AI providers, telephony providers, infrastructure providers). Those providers are not named on this public page; they are referred to generically and are framed contractually in the B2B relationship, including where applicable through the Data Processing Agreement.

The hotel and ACL Voice aim to inform the caller, clearly and in a way suited to the voice channel, that they are interacting with an AI-powered voice receptionist and not a human, unless the call is later transferred to staff.

This information may be given at the beginning of the call, through a greeting message or during the conversation, depending on the service configuration. The hotel is responsible for ensuring that greetings, scripts and any recording notices are appropriate for the property, its internal policy and applicable legal requirements.

The caller may ask to be put through to a human. Where transfer is configured and a recipient is available, the service will endeavour to make that transfer. The hotel must keep transfer rules up to date and reachable numbers available.

To provide the service, ACL Voice may process information given during the call, including: identity or a name provided, telephone number, email address, stay dates, preferences, special requests, reservation information, conversation content, call metadata, and actions taken (lookup, reservation, transfer, message).

This information is processed to respond to the request, perform the service, make it available to the hotel, support security and, where applicable, improve the service within the limits described in the Privacy Policy.

Callers are invited to provide only the information that is needed. The hotel should configure the service so that collection is limited to what is necessary.

Call recording is not necessarily enabled by default. When it is enabled, at the customer’s request or according to the service configuration, an audio recording may be retained and made available to authorised hotel users, subject to applicable durations and settings.

When recording is enabled, the hotel must ensure that callers are informed in accordance with applicable law and its own policy. ACL Voice may provide technical information mechanisms, but the hotel remains responsible for the content of its greetings and for the lawfulness of recording in its operational context.

Even where no recording is retained, the audio stream may be processed on a transient basis for speech recognition and response generation.

Availability, rates, rate conditions, reservation status and other operational information may depend on data retrieved from the hotel’s connected PMS, as well as content entered in the knowledge base.

ACL Voice does not independently warrant the accuracy, completeness or availability of that information. PMS unavailability, a synchronisation delay, a configuration error, outdated knowledge-base content or a misinterpretation of the request may lead to inaccurate information or to the inability to complete a reservation.

A reservation is confirmed only to the extent that the hotel’s connected system actually records it. The hotel should verify critical reservations and information under its internal procedures, especially for important stays, groups, special rates or unusual situations.

AI is not infallible. It may, in particular:

• Mistranscribe or misunderstand speech, an accent, background noise or mixed languages.
• Generate a plausible but inaccurate, incomplete or context-inappropriate response.
• Omit important information or mis-prioritise a request.
• Propose an action (for example a reservation) based on a mistaken interpretation.
• Fail to detect a situation that would require immediate human handling.

Accordingly, responses generated by the service must not be treated as always accurate. Human verification is required where the situation warrants it: a complaint, an emergency, accessibility, a legal request, a security incident, sensitive data, an unusual rate discrepancy, or any request the hotel has configured to be transferred.

A caller may ask to speak to a member of staff. Hotel users may also configure transfer rules (for example by topic, time of day or service unavailability).

To request human assistance during a call, the caller may say so (for example by asking to be put through to reception). If no agent is reachable, a message may be captured depending on the configuration.

Professional customers may contact ACL Voice support at contact.voice@acl-gestion.com or via the Contact page for questions about service configuration, and not for a caller’s questions about their stay, which remain the hotel’s responsibility.

ACL Voice implements measures intended to protect call flows and associated data, relying in particular on technical providers. Hotel users must limit access to call histories, recordings and transcripts to authorised persons.

The service must not be used to collect authentication secrets, full payment-card data or other data whose processing is not necessary for hotel reception, unless a feature is expressly provided and framed for that purpose. The hotel is responsible for its internal instructions on this point.

The hotel / professional customer is in particular responsible for:

• Configuring the knowledge base, hours, communicated rates and transfer rules accurately and keeping them up to date.
• Maintaining a reliable PMS connection and correct operational data.
• Informing callers of the use of AI and, where applicable, of call recording.
• Handling messages, transfers and reservations according to its internal procedures.
• Verifying important information and reservations where appropriate.
• Complying with applicable law towards its guests and callers, including as regards personal data.
• Authorising only relevant staff to access call histories.

ACL Voice is responsible for providing the service in accordance with the contract, within technical, contractual and third-party-availability limits. ACL Voice is not responsible for the hotel’s operational decisions or for information the hotel has supplied.

Questions relating to this policy or to personal data: contact.voice@acl-gestion.com.