Messaging Terms

1How messaging works on Book2dream

Hotels that use Book2dream can send their guests text messages (SMS and MMS), WhatsApp messages and, where the feature is available, phone calls. Each message is sent by the hotel, in the hotel's name, about the guest's stay with that hotel. Book2dream provides the technology; telecommunications partners such as Twilio and the mobile carriers deliver the messages.

Sections 2 to 9 are for guests and anyone else who receives these messages. Sections 10 to 17 set out the obligations of the hotels that send them, and form part of our Terms of Service.

2What hotels may send you

Each hotel runs its own messaging program, identified by the hotel's name. Depending on what you have agreed to, a hotel may send you:

• Booking messages — confirmations, changes and cancellations, payment requests and receipts, pre-arrival and check-in information, and reminders about your stay.
• Replies — answers to questions you send the hotel, including answers written by an AI assistant the hotel uses.
• Feedback requests — an invitation to rate your stay or leave a review after you check out.
• Offers — upgrades, add-ons, special rates and reminders about a booking you started but did not finish, only if you have separately agreed to receive marketing messages from that hotel.

3How you opt in

A hotel may text you only after you consent — for example by ticking a box that is not pre-ticked when you book, by entering your mobile number on a form that explains what you will receive, or by texting the hotel first.

Consent to marketing messages is always separate from consent to booking messages. You never have to agree to marketing messages to make a booking or buy anything.

Texting a hotel first lets it reply to your message. It does not sign you up for further messages.

Consent you give one hotel covers that hotel's program only. Book2dream never uses it to send you messages of its own or on behalf of any other hotel.

4Message frequency and costs

Message frequency varies with your booking and with the messages you have agreed to receive. Message and data rates may apply, depending on your mobile plan and on whether you are roaming. Neither Book2dream nor the hotel charges you for receiving messages.

5How to stop messages

Reply STOP to any text message to stop receiving texts from that hotel. STOPALL, UNSUBSCRIBE, CANCEL, END, QUIT, OPTOUT and REVOKE work too. You will receive one message confirming you have been unsubscribed, and no further texts after that.

To receive texts again, reply START or UNSTOP. On WhatsApp, reply STOP, or use WhatsApp's own option to block or report the business.

Stopping texts does not cancel your booking. The hotel will still send essential information about it by email.

6Getting help

Reply HELP to any text message for contact details and instructions on how to stop messages. You can also contact the hotel directly, or write to contact@book2dream.com and we will put you in touch with it.

7Delivery and carrier liability

Mobile carriers are not liable for delayed or undelivered messages. Delivery depends on your device, your carrier and network coverage, so it cannot be guaranteed. Do not rely on text messages for anything urgent; contact the hotel directly instead.

8Your privacy

We never sell, rent or share mobile numbers, text messaging opt-in data or consent with third parties or affiliates for their marketing or promotional purposes. Mobile information is shared only with the providers that deliver messages, such as Twilio and the mobile carriers, and only to deliver them.

The hotel that messages you controls your personal data. Our Privacy Policy, at book2dream.com/privacy, explains how we process it on the hotel's behalf.

9Phone calls

Where a hotel uses Book2dream to call you, the call identifies the hotel. If a call is recorded, or uses an automated or AI voice, you are told at the start of it. Automated calls about offers are made only with your prior written consent, and you can ask not to be called again at any time.

10Hotels: your responsibilities as a sender

When you send messages or make calls through Book2dream, you are the sender: you decide who receives them and what they say, and you are responsible for complying with the law that applies to them.

Book2dream sends text messages and calls through Twilio, which requires every business that messages through our platform to follow its rules. By using these features you agree to these terms and to Twilio's Acceptable Use Policy (twilio.com/legal/aup) and Messaging Policy (twilio.com/legal/messaging-policy). For WhatsApp, you also agree to Meta's WhatsApp Business Messaging Policy and WhatsApp Commerce Policy.

You must also follow the laws and industry rules that apply where your recipients are, such as the US Telephone Consumer Protection Act and the CTIA Messaging Principles and Best Practices, Chile's Consumer Protection Law No. 19.496 and Personal Data Law No. 19.628, Brazil's LGPD, and the data protection and marketing laws of every other country you message.

11Hotels: consent

• Obtain the recipient's prior express consent before sending booking messages, and prior express written consent before sending marketing messages — including offers, upsells and reminders about unfinished bookings.
• When you collect consent, say who you are, what kind of messages you will send, that frequency varies, that message and data rates may apply, and how to stop messages and get help. Link to these terms and to your privacy policy.
• Never make consent to marketing a condition of booking or purchase, and never pre-tick a consent box.
• Use consent only for the kind of messages it was given for. Consent given to one property does not extend to other properties in your group, or to anyone else.
• Do not buy, rent or share lists of phone numbers, and do not message numbers collected for another purpose without first obtaining consent.
• Keep a record of each consent — the date, the method and the wording shown — for as long as the law requires and at least until the person opts out. When consent is collected through Book2dream, we keep that record for you. If Twilio, a carrier or a regulator asks, provide your records to us within 5 business days.

12Hotels: opt-outs

• STOP and HELP replies to text messages are handled automatically, and texts to a number that has opted out are blocked.
• Honour opt-outs received any other way — a reply such as "please stop texting me", an email, or a request at the front desk — as soon as possible and within 10 business days at the latest.
• Never message someone who has opted out, unless they opt in again themselves.
• Include opt-out instructions, such as "Reply STOP to opt out", in the first text you send to a number, and repeat them regularly in marketing messages.

13Hotels: message content

• Identify your property by name in every message, except in replies within an ongoing conversation.
• Send marketing messages only between 8:00 and 20:00 in the recipient's local time, or within the narrower window their local law sets.
• Do not send content that is unlawful, false or misleading, or that impersonates anyone, including phishing and fake security alerts.
• Do not send content that promotes alcohol, gambling, tobacco, vaping, cannabis, firearms or adult services, or that contains hate speech. Mentioning that a package includes a welcome drink is fine; a promotion built around alcohol is not.
• Do not use public link shorteners such as bit.ly. Use the links Book2dream generates, or full links to your own domain.
• Do not spread messages across several numbers or alter their wording to evade carrier filtering, and do not send messages on behalf of any other business.
• Do not use messaging for debt collection, loans, lead generation for third parties, or any purpose unrelated to your property and its guests.

14Hotels: sender registration

Carriers and regulators require senders to be registered before their messages are delivered — for example A2P 10DLC brand and campaign registration and toll-free verification in the United States and Canada, and sender ID registration in other countries. You authorise Book2dream to register your business with Twilio, The Campaign Registry and the carriers on your behalf, and to share the information they require.

You confirm that the information you give us for registration — legal business name, tax identification number, address, website, contact details and a description of how you collect consent — is accurate, and you will tell us when it changes. Registration is decided by third parties and can take time, so we cannot guarantee approval or a date by which messages will be delivered.

15Hotels: phone calls

• Display only a caller ID you are entitled to use, and never spoof it.
• Make automated, prerecorded or AI-voice calls only with the consent the law requires, and only for the purpose consented to.
• Tell people at the start of a call if it is recorded or handled by an automated or AI voice, and obtain consent to record wherever the law requires every party's agreement.
• Book2dream calling features cannot be used to reach emergency services. Make sure your property has another way to call them.

16Hotels: monitoring and enforcement

Book2dream, Twilio and the carriers may review, filter or block messages and calls to protect recipients and the network. We may suspend messaging or calling for your property — without prior notice where the risk is serious — if we reasonably believe you have broken these terms, if opt-out, complaint or error rates are unusually high, or if Twilio, a carrier or a regulator requires it. We will tell you why, and work with you to restore service.

You are responsible for fines, carrier penalties and costs resulting from messages or calls you send in breach of these terms or the law, and you will reimburse Book2dream for any it is charged. This is in addition to the indemnity in our Terms of Service.

17Hotels: fees

Text messages and calls are charged as set out in your order form or plan. Charges may vary by destination country and include carrier surcharges and registration fees, which we pass on at cost. A long text, or one containing emoji or special characters, may be split into several billable segments.

18Changes to these terms

Carrier rules, Twilio's policies and the law change, sometimes at short notice, and we update these terms to match. The date at the top always reflects the current version, and we tell hotels about material changes in advance whenever we can.

19Contact

Questions about a message you received, or about these terms, can be sent to contact@book2dream.com.