Privacy policy

UnderHeard conducts phone interviews with hotel guests on behalf of the hotel they stayed at. This page explains, in plain language, what data is involved and how it is handled. It covers both this website and the studies themselves.

What data we process in a study

• The hotel provides a guest list: name, mobile number or email address, and departure date. Nothing else is required.
• Hotels only include guests who have agreed to be contacted. Every study runs under a data processing agreement (DPA) with the hotel.
• Interviews are held and recorded only with the guest’s explicit consent, given at the start of the call. Guests are always told they are speaking with an AI interviewer, and can end the call at any time.

What happens with the recordings

• Calls are transcribed and coded by theme to produce the hotel’s findings report.
• Quotes appear in the report verbatim but are attributed only by interview number, never by name.
• Recordings and transcripts are deleted after the study is delivered, at the latest 90 days after the final interview.

What data this website collects

This website sets no cookies and runs no analytics or tracking scripts. If you email us, we use your address only to reply.

Your rights

Under the GDPR you can request access to, correction of, or deletion of your personal data at any time. Guests can also withdraw interview consent after the call: their recording and transcript are deleted right away, and if the report has not yet been delivered, their answers are removed from it. In a delivered report, quotes carry only an interview number, never a name, and the underlying recordings are deleted on the schedule above.