MyaGuide AI Transparency & Limitations Policy
Document: AI Transparency & Limitations Policy
Version: 1.1
Effective Date: 1 June 2026
Last Updated: 12 August 2026
1. Purpose
1.1. This AI Transparency & Limitations Policy ("AI Policy") describes how the AI Concierge feature of the Platform ("Mya") sources, formulates, and presents information, the limitations of that feature, and the respective responsibilities of the Company, Customer, and End Users in connection with it.
1.2. This AI Policy is incorporated into, and forms part of, the Terms of Service. Capitalized terms not defined here have the meaning given in the Terms of Service.
1.3. This AI Policy applies to all use of Mya, whether by Customer's authorized users or by End Users interacting with a Digital Guest Guide.
2. The Governing Principle: AI Is Never the Factual Source
2.1. The Platform is designed around a strict information hierarchy. Mya does not act, and must not be relied upon, as an independent factual source. The hierarchy is as follows.
2.1.1. First — the Approved Property Guide
The Approved Property Guide, maintained by Customer, is the primary and authoritative source of property-specific information (house rules, check-in instructions, amenities, local recommendations curated by Customer, and PIN-protected guest information). Where an End User's question can be answered from the Approved Property Guide, Mya formulates its response using that content and that content alone.
2.1.2. Second — Trusted Live Sources
Where the Approved Property Guide does not contain an answer to an End User's question, the Platform may query a Trusted Live Source, being a third-party data provider such as Google Places and, in future, TripAdvisor or other comparable providers, to retrieve current, externally verifiable factual information (for example, the name, location, rating, or opening hours of a nearby business).
2.1.3. Third — Mya, the AI formulation layer
Mya's role is limited to interpreting the End User's question, retrieving the relevant content from the Approved Property Guide or a Trusted Live Source, translating or rephrasing that content into natural, multilingual conversational language, and presenting it to the End User with appropriate attribution. Mya does not generate, infer, or invent factual claims, recommendations, names of businesses, ratings, prices, availability, or other factual content that is not drawn from the Approved Property Guide or a Trusted Live Source.
2.2. No verifiable source. Where neither the Approved Property Guide nor a Trusted Live Source provides a verifiable answer to a question, Mya is designed to state that it cannot verify the requested information, rather than to produce a speculative, estimated, or invented answer. This behavior is a deliberate design control intended to prevent hallucination, and Customer should not configure, prompt, or otherwise attempt to cause Mya to depart from it.
2.3. Sourcing transparency. Where Mya's response is based on a Trusted Live Source rather than the Approved Property Guide, the Platform discloses this to the End User (for example, by indicating that the information reflects "current local search results" rather than host-curated content), so that End Users can distinguish host-verified information from live third-party information.
3. Limitations of the AI Concierge
3.1. Third-party data currency. Information obtained from a Trusted Live Source reflects that source's data at the time of the query. Business hours, availability, pricing, ratings, and similar details may change at any time at the source and the Platform cannot guarantee that such information remains accurate after retrieval.
3.2. Language and translation. Mya's multilingual responses are generated through automated translation and formulation processes. While designed for accuracy, automated translation may not capture every nuance of the source content, particularly for idiomatic, legal, or safety-critical instructions.
3.3. No legal, medical, or financial advice. Mya does not provide, and must not be relied upon for, legal, medical, or financial advice. Any general information Mya provides that touches on these topics is provided for general informational purposes only and is not a substitute for advice from a qualified professional. End Users with legal, medical, or financial questions relevant to their stay should consult an appropriately qualified professional.
3.4. Not an emergency service. Mya is not designed for, and must not be used for, emergency communications. Guests must use local emergency services directly in the event of an emergency.
3.5. Conversational scope. Mya is designed to answer questions reasonably related to a Guest's stay at the relevant Property. Mya may decline to answer, or may provide limited responses to, questions outside that scope.
3.6. Independent verification for safety- or time-critical information. For information that is safety-critical or time-critical (for example, access codes, alarm codes, emergency procedures, or check-in deadlines), Customer and End Users should independently verify the information against the Approved Property Guide or by contacting Customer directly, particularly where a decision of consequence depends on it. Mya's formulation of such information assists communication of it but does not substitute for that verification.
4. Host (Customer) Responsibility
4.1. Customer is solely responsible for the accuracy, completeness, currency, and lawfulness of the Approved Property Guide. Because the Approved Property Guide is the first and authoritative source in the hierarchy described in Section 2, inaccurate Guide content will be reflected in Mya's responses to End Users.
4.2. Customer must promptly update the Approved Property Guide when underlying facts change (for example, changes to check-in procedures, access codes, or house rules).
4.3. Customer must not instruct, prompt, configure, or otherwise attempt to cause Mya to present unverified information as verified, to depart from the sourcing hierarchy described in Section 2, or to provide legal, medical, or financial advice to End Users.
5. Monthly AI Content Refresh
5.1. The Company refreshes AI-formulated content associated with each Property on a monthly cadence, incorporating updates from the Approved Property Guide and re-querying Trusted Live Sources where relevant, as further described in the Support & Service Policy.
5.2. The monthly refresh does not relieve Customer of the obligation to update the Approved Property Guide promptly when a material fact changes between refresh cycles (see Section 4.2).
5.3. The monthly refresh is intended to improve the currency of AI-formulated content and does not guarantee that all information will be complete, current, or error-free at any given time. The limitations described in Section 3 continue to apply both between and immediately after a refresh cycle.
6. AI Transparency Commitments
6.1. The Company commits to the following with respect to the AI Concierge:
(a) Mya's responses will be formulated only from the Approved Property Guide and Trusted Live Sources, in accordance with the hierarchy in Section 2;
(b) where information is sourced from a Trusted Live Source, this will be disclosed to the End User;
(c) where no verifiable source exists for a question, Mya will disclose that the information could not be verified rather than present an invented answer;
(d) the Company will maintain monitoring and testing processes designed to detect and reduce the risk of hallucinated or unsupported factual claims in Mya's output; and
(e) the Company will publish material changes to this AI Policy in accordance with Section 8.
6.2. These commitments describe the intended design and operation of the AI Concierge. As with any AI system, the Company cannot guarantee that Mya's behavior will be entirely free of error in every instance, and the disclaimers in Section 12 of the Terms of Service apply.
7. Guest (End User) Acknowledgment
7.1. By using Mya, an End User acknowledges that: (a) Mya's responses are formulated from the Approved Property Guide and Trusted Live Sources, as disclosed in the relevant response; (b) information sourced from Trusted Live Sources may change after retrieval; and (c) Mya does not provide legal, medical, financial, or emergency advice.
8. Changes to this AI Policy
The Company may update this AI Policy as the AI Concierge's design evolves. Material changes will be published in an updated version and, where the change affects Customer's obligations, notified in accordance with the Terms of Service.
9. Relationship to Other Documents
This AI Policy should be read together with the Terms of Service (Section 3.2 and Section 9), the Privacy Policy (Section 5), and the Acceptable Use Policy. In the event of a conflict specific to AI sourcing, formulation, or limitations, this AI Policy prevails.
10. Contact
Van Riemsdijk & Karman S.L. (trading as MyaGuide)
Established in Jávea/Xàbia, Spain · NIF/VAT: ESB21983580
Legal email: mya@myaguide.com