Terms of Use

ACL Voice is a professional (B2B) platform enabling hotels to use an AI-powered voice receptionist: answering calls, providing information from a knowledge base, assisting with reservations where the hotel’s PMS is connected, capturing messages and transferring to human staff.

The public website presents the service, allows a demo or contact request, and provides access to authenticated areas reserved for authorised users.

The service is intended for hospitality professionals and their authorised staff who are able to enter into a contract on behalf of the customer entity. The user represents that they have the necessary authority.

Public pages are accessible to any visitor. Dashboard access is reserved for accounts created or authorised by ACL Voice or by the customer entity’s administrator.

Access to the authenticated service requires a user account. Hotel accounts may be provisioned by ACL Voice. The user agrees to provide accurate information and to keep it up to date.

The user is responsible for the confidentiality of their credentials, for enabling the security measures made available (including multi-factor authentication where required) and for any activity under their account, except for duly reported fraudulent use.

Any suspected compromise must be reported without delay to contact.voice@acl-gestion.com and to the customer entity’s administrator.

The user agrees to use the website and the service in accordance with their intended purpose, applicable law and these Terms. The user must not, in particular:

• Use the service for purposes other than the customer entity’s legitimate hotel reception and operations.
• Infringe the rights of callers, hotel guests, ACL Voice or third parties.
• Attempt unauthorised access to systems, accounts, data or infrastructure.
• Overload, disrupt, probe or test the vulnerability of the service in an unauthorised manner.
• Introduce malware, extract data at scale or circumvent security measures.
• Use the service for unlawful, misleading, defamatory, harassing or discriminatory communications.
• Impersonate a person or entity, or allow the AI to be taken for a human where contrary information is required.
• Resell, sublicense or make the service available to unauthorised third parties outside the contractual framework.

The customer entity and its users are responsible, in particular, for:

• The accuracy of the knowledge base, settings, transfer numbers and instructions given to the service.
• The connection, configuration and quality of their PMS data.
• Informing callers of the use of AI and, where applicable, of call recording.
• Verifying important information and reservations where the situation requires it.
• Complying with applicable law towards their guests, staff and callers, including as regards personal data.
• Authorising and training internal users.

The service generates responses and actions automatically. Those responses may contain errors, omissions or inaccurate interpretations. The user and the hotel should verify important information where appropriate, and must not treat the AI as infallible.

ACL Voice does not warrant that a conversation will result in a reservation, or that information given to the caller will be accurate independently of PMS data, the knowledge base and call quality.

Further details are set out in the AI & Call Policy.

The service may depend on third-party systems: the hotel’s PMS, telephony providers, AI technology providers, hosting and infrastructure. ACL Voice is not responsible for failures, errors, unavailability, delays or changes of those systems when they are beyond its reasonable control.

PMS unavailability may prevent looking up availability or rates or recording a reservation. In that case, the service may be limited to taking a message or transferring the call, depending on the configuration.

ACL Voice endeavours to keep the service continuously available, without warranting an absence of interruption. Maintenance, incidents, force majeure or provider failures may affect the service.

Any service-level commitments (SLA) apply only if they are expressly provided in the commercial contract. Otherwise, no minimum availability is contractually guaranteed by these Terms.

The service, website, software, trade marks, documentation and associated elements remain the property of ACL GESTION or its licensors. No assignment of rights is granted, other than a limited, non-exclusive, non-transferable licence of use for the term of the contract and the customer entity’s internal needs.

Content provided by the customer (knowledge base, instructions, property data, greeting content) remains the property of the customer or its owners. The customer grants ACL Voice the licence needed to host, process and use that content solely to provide the service.

The customer warrants that it has the rights needed in the content it transmits and that such content does not infringe third-party rights.

Personal-data processing is described in the Privacy Policy. Controller and processor roles, where they apply, are set out in the Data Processing Agreement and the contract.

ACL Voice may suspend access in the event of a serious breach, a security risk, non-payment under the applicable commercial terms, a legal injunction or non-compliant use. Where reasonably possible, the user or customer will be informed.

ACL Voice may evolve the service (features, interfaces, integrations), subject to any specific contractual commitments. A material adverse change may, where applicable, be handled under the Terms & Conditions of Sale.

At the end of the contract, access to the service is withdrawn. Return or deletion of data follows the DPA and the contract.

To the extent permitted by law, ACL Voice is not liable for indirect damage, loss of revenue, data, reputation or opportunity, or for the consequences of inaccurate information generated by the AI or coming from the customer’s PMS / knowledge base.

ACL Voice’s liability under these Terms is limited, all causes combined, to the amount if any provided in the commercial contract or, failing that, to the sums actually paid by the customer for the service over the period [LIABILITY CAP PERIOD]. Nothing excludes liability that cannot legally be limited (gross negligence, wilful misconduct, injury to persons, and similar).

Neither party is liable for a failure due to a force-majeure event within the meaning of French law, or more broadly to an event beyond its reasonable control (disaster, widespread infrastructure failure, conflict, administrative decision, failure of an electronic-communications operator, and similar).

These Terms are governed by French law, subject to any mandatory provisions that apply.

In the event of a dispute, the parties will endeavour to find an amicable solution. Failing that, the dispute will be submitted to the competent courts of Bobigny (France), subject to mandatory rules of jurisdiction.

For any question relating to these Terms: contact.voice@acl-gestion.com. Address: 22 Avenue de Châlons, 93150 Le Blanc-Mesnil, France.