Privacy Policy

This privacy policy applies to the Lena Concierge application. Willy Agency is responsible for operating the application.

Address: Steinmattenweg 14, 3906 Saas-Fee, Switzerland

Contact for privacy requests: privacy@willyagency.ch

Lena Concierge supports guests during their stay with information about accommodation, restaurants, activities, cable cars, weather, local recommendations and service requests.

The application may log conversations, create support cases and prepare or send restaurant reservation requests.

We process data you voluntarily enter in the chat or in forms. This may include your name, email address, phone or WhatsApp contact, accommodation context, chat messages, reservation details, special requests and technical context data.

For guest links, an object ID or access token may be used so that local information is shown only to authorised guests.

Data is processed to generate chat answers, provide local information correctly, keep conversation logs, handle service cases, enable reservation requests and improve the concierge service.

Aggregated statistics may be used to understand frequent questions, requested restaurants, activities and other topics.

Depending on the process, the legal bases are performance of a contract or pre-contractual request handling, legitimate interests in secure operation and service quality, legal obligations, and your consent for optional analytics, marketing tracking and certain communication channels.

The service may use Vercel for hosting, Supabase for database services, OpenAI for AI responses, Twilio for SMS login codes, and Twilio and Meta/WhatsApp for WhatsApp communication.

Data is shared only where required for operation, answering requests, storing conversations or communication.

Some providers may process data outside Switzerland or the EEA. In that case, we rely on suitable safeguards such as data processing agreements, standard contractual clauses or equivalent protection mechanisms.

Chat messages may be sent to OpenAI so that the AI can generate a suitable answer. The application instructs the AI to use the provided context as its source of knowledge and not to invent missing contact details.

Please do not enter sensitive data that is not required for your request.

If you request a restaurant reservation, the application may store the reservation details and send them to the restaurant via WhatsApp.

A reservation is confirmed only when the restaurant confirms it. Lena first creates a reservation request.

Chat history, support cases and restaurant requests are generally stored for up to 24 months where needed for guest service, quality assurance or legitimate traceability.

Guest access and stay data is generally stored for up to 12 months after the access or stay ends. OTP codes are valid for 10 minutes; sessions are valid for up to 90 days and can be deleted by signing out.

Aggregated statistics may be stored for longer if they no longer directly identify a person. Contact form requests are stored as long as needed for handling, evidence and customer relationship purposes.

You may request access, export, deletion or correction of personal data via the data request page or by email unless legal or legitimate retention reasons apply.

You may request access, correction, deletion, restriction of processing or transfer of your personal data where the legal requirements are met.

You may also object to processing or withdraw consent with effect for the future.

We use appropriate technical and organisational measures to protect data against unauthorised access, loss or misuse.

Server-side keys, database credentials and API keys are not provided in public client code.

This privacy policy may be updated if the application, service providers or legal requirements change.

Last updated: 1 August 2026