Terms of service

1.The service

LodgeLoom is a cloud platform for running a hotel: a front desk calendar and reservations, a commission-free booking engine for the hotel’s own website, a unified guest inbox with AI-assisted drafting, housekeeping, rates and reports. It connects to a channel manager (Beds24 or Smoobu) chosen and contracted by the customer.

We continuously improve LodgeLoom, so features may change. We will not remove a core feature a customer relies on without reasonable notice.

2.Accounts and access

We create the customer’s organisation and first users; there is no public sign-up. The customer decides who on its team gets access and with which role (owner, manager, receptionist or housekeeping), and is responsible for activity under its accounts.

Keep passwords and PINs confidential and enable two-factor authentication where possible. Tell us at support@lodgeloom.com if you suspect unauthorised access.

3.Pilot program

Founding hotels in the pilot program use LodgeLoom free of charge until the end of the season agreed with them. During the pilot the service is provided as is, without a service level commitment, and we work closely with each hotel to fix issues quickly.

4.Fees

After the pilot, LodgeLoom is priced per property per month according to the number of rooms: 29 € for up to 10 rooms, 49 € for 11-25 rooms and 79 € for 26 or more rooms. Every plan includes the whole platform. Invoicing details are set out in the agreement with each customer.

LodgeLoom never charges commissions or per-booking fees on direct bookings. Card processing fees are charged by the payment provider under the customer’s own agreement with it.

5.Channel managers, OTAs and payments

The customer keeps its own contracts with its channel manager, online travel agencies and payment provider. LodgeLoom is not a party to those contracts and is not responsible for their terms, fees or availability. When these services change or are unavailable, synchronisation may be delayed; LodgeLoom raises alerts and never cancels reservations automatically.

6.The customer’s responsibilities

• Rates, availability, policies, descriptions and photos published through LodgeLoom.
• Meeting the hotel’s legal obligations, including the climate resilience fee, the police guest book and tax rules. LodgeLoom provides tools for these; the customer remains responsible for their correctness.
• Having a lawful basis and giving the required information to guests whose data it processes in LodgeLoom.
• Lawful use: no unlawful content, no attempts to break, overload or reverse engineer the platform.

7.AI-assisted features

Suggested replies, translations and summaries are drafts generated from the booking and the hotel’s own information. They can contain mistakes. Staff must review every draft, and nothing is sent to a guest without a person approving it.

8.Availability and support

We aim to keep LodgeLoom available at all times and to plan maintenance outside busy hours, but we cannot guarantee uninterrupted operation. Support is available by email at support@lodgeloom.com.

9.Your data

The customer owns its data, including its guests’ data. We process guest data only as a processor under the data processing agreement, and the customer can export its data at any time. Our privacy policy describes how we handle personal data.

10.Ending the service

Either party may end the service as set out in the customer’s agreement. Before the end date the customer can export its data. Afterwards we delete or return personal data within 30 days, except where the law requires us to keep it.

We may suspend access immediately in case of serious misuse, a security threat or unpaid fees after notice.

11.Liability

To the extent the law allows, LodgeLoom is not liable for indirect or consequential losses such as lost profit or lost bookings, and our total liability in any year is limited to the fees the customer paid for the service in the preceding twelve months. Nothing in these terms limits liability that cannot be limited by law, such as liability for intent or gross negligence.

12.Changes to these terms

We may update these terms. For material changes we notify customers by email at least 30 days in advance. Continuing to use LodgeLoom after the changes take effect means accepting them.

13.Governing law

These terms are governed by Greek law. Disputes are resolved by the competent courts of Greece, after the parties first try in good faith to settle them by discussion.