1. Introduction
Staykey ("we," "us," or "our") operates the Staykey platform, including the website at getstaykey.com and related applications. This Privacy Policy describes how we collect, use, disclose, and protect personal information when you use our services. By using Staykey, you agree to the practices described in this policy.
2. Information we collect
Personal information
We collect information you provide directly to us, such as when you create an account, use our services, or contact us. This may include your name, email address, phone number, and property information.
User information
Both property hosts and cleaning professionals provide their own phone numbers during self-service account onboarding. Phone numbers are used to send operational SMS notifications such as booking alerts, cleaning assignments, device status updates, and scheduling reminders. Hosts and cleaning professionals enter their own information directly — no third party provides their phone numbers on their behalf.
Guest information
Where a host enables guest messaging for a property, we also receive a guest's name, stay dates, and mobile number, either from the booking details the host forwards to us from the booking platform (such as Airbnb or Vrbo), or from a Staykey reservation form the guest completed. Guests do not have Staykey accounts. This information is used to send the guest messages about their reservation and to show them the details of their stay. See Section 4 for how these messages work.
Usage information
We collect information about your use of our services, including booking data, property management activities, device interactions, and SMS message delivery status.
Device information
We may collect information about the devices you use to access our services, including smart home devices, IP addresses, and browser information.
3. How we use your information
We use the information we collect to:
- Provide, maintain, and improve our services
- Process bookings and manage properties
- Send automated SMS notifications to property hosts and cleaning professionals regarding bookings, job assignments, scheduling confirmations, day-of reminders, and urgent turnaround alerts
- Send a guest, on their host's behalf and where the host has enabled it, text messages about their reservation: their stay link before check-in, a notice when their host sends them a message on their stay page, and reservation confirmations or reminders
- Communicate with you about our services, including service updates and support
- Ensure security and prevent fraud
- Comply with legal obligations
4. SMS/text messaging
Staykey sends automated SMS text messages to property hosts, cleaning professionals, and guests of hosts. Hosts and cleaning professionals opt in through our platform. Messages to a host's guests are sent on that host's behalf, as described under "Consent" below. These messages are transactional notifications related to property management operations and are not marketing or promotional messages.
Types of SMS messages
- Booking alerts: New bookings, check-in/check-out notifications, and cancellations
- Cleaning notifications: Assignment requests, confirmation reminders, day-of reminders, and completion checks
- Device alerts: Offline devices, orphaned devices, and access code failures
- Integration alerts: Sync failures, disconnections, and resolution notifications
- Guest reservation notices: The guest's stay link before check-in, a notice when their host sends them a message on their stay page, and reservation confirmations or reminders, sent on the host's behalf
Message frequency
Message frequency varies based on notification preferences and property activity. Message and data rates may apply.
Consent
Hosts and cleaning professionals opt in to SMS during their own account onboarding. When a user enters their phone number, a consent checkbox appears requiring explicit agreement before any SMS is sent. Consent is recorded with a UTC timestamp and can be managed from account settings at any time. Consent is not a condition of any purchase. For details on our consent flow, see our SMS Consent Verification page.
Guests do not have Staykey accounts. A guest's mobile number reaches us one of two ways. Where the guest booked through a booking platform such as Airbnb or Vrbo, the number reaches us in the booking details the host forwards to us from the booking platform, having been given to the host when the guest booked. Where a host collects a reservation through a Staykey reservation form, the guest enters their own mobile number and checks a consent box before any message is sent. The host chooses whether to enable guest messaging for a property. When it is enabled, we send a few informational messages per reservation on the host's behalf, with the stay link sent once, and the guest can stop further messages at any time by replying STOP. Guest messages are sent to US and Canadian mobile numbers only.
Opting out
Users may opt out of SMS messages at any time by replying STOP to any message. After opting out, no further messages will be sent. To re-subscribe, reply START. For help, reply HELP or contact us at [email protected]. Users can also manage SMS preferences per notification type from their account settings. Guests have no account and no preferences page: replying STOP to any guest message stops all further messages to that number.
Phone number privacy
Mobile information is never shared with third parties or affiliates for marketing or promotional purposes. We do not sell, rent, or share phone numbers collected for SMS messaging with third parties for their marketing purposes. Phone numbers are used solely to deliver operational notifications through our SMS service provider. Our service provider's privacy practices are governed by their own privacy policy.
5. Information sharing
We do not sell, trade, or otherwise transfer your personal information to third parties without your consent, except as described in this policy or as required by law. We may share information with:
- Service providers: Third-party vendors who assist us in operating our platform (e.g., cloud hosting and SMS delivery providers)
- Property hosts: Cleaning assignment status and confirmation information is shared with the property host that created the assignment
- Legal requirements: When required by law, regulation, or legal process
6. Data security
We implement appropriate security measures to protect your personal information against unauthorized access, alteration, disclosure, or destruction. This includes encryption of data in transit and at rest, access controls, and regular security reviews.
7. Your rights
You have the right to:
- Access, update, or delete your personal information; guests, who have no Staykey account, may make these requests at [email protected]
- Opt out of SMS communications by replying STOP to any message
- Request a copy of the personal data we hold about you
- Withdraw consent for data processing where applicable
9. Changes to this policy
We may update this privacy policy from time to time. We will notify you of any material changes by posting the new policy on this page and updating the "Last updated" date. For significant changes, we may also notify users via email.
10. Contact us
If you have any questions about this privacy policy or our data practices, please contact us at [email protected].