Frequently Asked Questions

HotPilot is a cloud-based hospitality platform for hotels, vacation rentals, and property managers. It combines a direct-booking engine, channel manager, AI guest communication, marketing automation, CRM, and analytics in a single workspace, so you can manage your property and revenue from one place.

Independent hotels, boutique hotels, vacation-rental hosts, apartment operators, and small-to-mid-sized property groups across Bulgaria, Greece, Romania, and the wider EU market. The platform is designed for businesses that want a direct relationship with their guests instead of depending solely on OTAs.

HotPilot LTD. is a private limited company registered in the Republic of Bulgaria, UIC 208812339, VAT ID BG208812339, with registered seat at bl. 64, ent. В, fl. 3, ap. 44, Lev Tolstoy, Sofia, Bulgaria.

HotPilot uses a hybrid pricing model: a recurring subscription fee (monthly or annual) for the platform and included usage allowances, plus a performance-based commission calculated as a percentage of the gross booking volume processed through the platform. Exact prices, allowances, and overage rates are on the Pricing page.

We typically run paid onboarding pilots rather than self-serve free trials, because real value depends on connecting your property, channels, and historical data. Talk to us at [email protected] and we'll scope a fit-for-purpose pilot for your team.

Subscription fees are invoiced in advance for the upcoming billing period. Commission fees are invoiced in arrears, in the calendar month following the billable period, based on Bookings recorded in HotPilot during that period. All invoices are payable within fourteen (14) days from issue date, in EUR by default.

You can cancel at any time before the start of the next renewal term with at least thirty (30) days' notice. You retain access to the platform until the end of your current paid period and can export your Client Data through the in-product exports and APIs.

Booking.com, Airbnb, Expedia (including VRBO via the Expedia family), Jet2Holidays, TUI, and additional regional channels relevant for our core markets. We continue to add channels in response to client demand — ask us about your specific connections.

Guest payments are processed by PCI-DSS-compliant third-party providers (Stripe, Borica, myPOS, PayPerCut, depending on your configuration). HotPilot itself does not store or retain Guest card numbers, CVC/CVV codes, or other sensitive cardholder data — payment data is captured directly by the chosen provider through tokenisation, hosted fields, or redirect flows.

You are. HotPilot is the technology platform — final responsibility for room descriptions, photographs, prices, availability, cancellation rules, taxes, and every Guest message (manual or automated) rests with the Client. See our Terms for the full responsibility split.

Generative AI features include Guest-facing assistants for inbound questions, response drafts for your team, dynamic-pricing recommendations, automated message flows, AI-assisted content generation, and an internal hotel-management assistant. AI outputs are assistive — humans (you and your team) remain accountable for what gets sent to a Guest.

AI features are advisory, not authoritative. Generative AI can occasionally produce inaccurate or fabricated outputs ("hallucinations"). You must review, edit, approve, and ultimately stand behind any information communicated to a Guest, regardless of whether the draft was AI-generated. Where you turn on autonomous AI actions, you remain bound by their consequences as if performed by your own staff.

No. Personal data of Guests processed on behalf of Clients is not used to train third-party general-purpose AI models without the Client's instruction, and Guest content is not exposed to other Clients. We may use aggregated, de-identified data derived from platform usage to improve our own AI features. Details are in the Privacy Policy.

HotPilot is based in the EU and hosts most personal data within the European Economic Area (EEA). Some sub-processors may process data in the United States or the United Arab Emirates, in which case we rely on appropriate safeguards under GDPR (Standard Contractual Clauses, adequacy decisions, or other lawful transfer mechanisms).

HotPilot processes personal data in accordance with the GDPR and the Bulgarian Personal Data Protection Act. For Guest data uploaded by Clients, the Client is the Data Controller and HotPilot acts as the Data Processor under our Data Processing Agreement (DPA). Full details are in our Privacy Policy.

Account data is retained for the duration of your contract plus up to 36 months for legal-defence purposes. Booking and transaction records are retained for 10 years under Bulgarian accounting and tax law. AI conversation logs and audit logs are retained for up to 24 months for security and quality assurance.

Encryption in transit (TLS 1.2+) and at rest, role-based access control, multi-factor authentication for staff, segregated environments, regular backups, vulnerability management, audit logging, and staff training. In the event of a personal-data breach, we notify affected Clients and (where required) the supervisory authority within 72 hours of becoming aware.

Email [email protected] or use the in-product help centre. Severity 1 incidents (production fully down) are handled 24/7 with a 1-hour first-response target. Lower-severity issues are answered during business hours (Monday–Friday, 09:00–18:00 EET, excluding Bulgarian public holidays).

Our public status page is at https://hotpilot.ai/status.

Email [email protected] and we'll get back to you.