Data Deletion Instructions

Last updated: September 2, 2026

Sumi processes messages that guests send to hotels over WhatsApp, Facebook Messenger and Instagram, and the account data of the hotels that use our dashboard. This page explains how to have that data deleted. It applies to data received through Meta platforms (WhatsApp, Facebook, Instagram) as well as to every other channel we support.

1. I am a hotel guest

You wrote to a hotel on WhatsApp, Messenger or Instagram and want the conversation and your details removed from Sumi. Either route below works.

1. Ask the hotel. The hotel you messaged is the data controller for your conversation. Ask them to delete your chat; hotel staff can do this from their Sumi dashboard in a few clicks.
2. Ask us directly. Email privacy@getsumi.co with the subject Data deletion request. Include the hotel name, the channel (WhatsApp, Messenger or Instagram) and the phone number, Facebook name or Instagram handle you used, so we can find the conversation. We may ask you to confirm the request from the same account you messaged from.

We delete the conversation, your profile details and any booking notes linked to it within 30 days and confirm by email. Data that a hotel has already copied into its own property-management system is deleted by the hotel under its own policies.

2. I connected my Facebook Page or Instagram account to Sumi

If you are a hotel and no longer want Sumi to handle your Messenger or Instagram conversations:

1. Open the Sumi dashboard, go to Integrations → Messenger and click Disconnect. This deletes the Page access token Meta issued to us and stops all further messages from reaching Sumi.
2. Optionally remove Sumi from your Page under Facebook → Settings → Business integrations, and from Instagram under Settings → Apps and websites. Meta will then revoke the token on its side as well.
3. To also delete the conversation history Sumi already stored for those channels, email privacy@getsumi.co from the email address on your Sumi account and ask for a channel wipe, or delete the whole account as described in section 3.

3. I want my whole Sumi hotel account deleted

1. Email privacy@getsumi.co from the email address registered on the account with the subject Delete my account.
2. We disconnect every channel (WhatsApp, Messenger, Instagram, Telegram), revoke stored tokens and credentials, and delete the hotel's knowledge base, guest conversations, leads and analytics.
3. Deletion completes within 30 days. Invoices and records we are legally required to keep are retained for the statutory period only.

4. What gets deleted

• Messages, media and transcripts exchanged through Sumi, including AI and staff replies.
• Guest identifiers: phone numbers, page-scoped and Instagram-scoped user IDs, names and profile pictures received from Meta.
• Booking details, notes and tags attached to the conversation.
• Access tokens and channel credentials held for the hotel.

Aggregated statistics that cannot identify any person (for example monthly message counts) are not personal data and may be kept.

5. Contact

Privacy questions and deletion requests: privacy@getsumi.co. Our full Privacy Policy describes what we collect and why.