Privacy & Security

Cendra is built with data privacy and security at its core. Guest data is encrypted in transit and at rest, access is controlled through role-based permissions, and AI agents only use information you explicitly provide — Cendra never trains on your guest data.

Data Privacy Principles

Principle	How Cendra implements it
Data minimization	Cendra only syncs data needed for guest communication — no unnecessary data collection
Purpose limitation	Guest data is used exclusively for communication and property management — never sold or shared
No AI training on your data	Cendra’s AI does not use your guest conversations or property data to train models
Data isolation	Each workspace is fully isolated — no data leaks between workspaces or customers
Right to deletion	Guest data can be deleted on request in compliance with privacy regulations

Security Architecture

Encryption

In transit — all data is encrypted using TLS 1.2+ between your browser, Cendra’s servers, and third-party integrations
At rest — guest data and property information are encrypted at rest in Cendra’s database
API keys — PMS credentials and API keys are stored in Azure Key Vault, encrypted and access-controlled

Authentication

Auth0 — Cendra uses Auth0 for authentication, supporting email/password, Google OAuth, and Microsoft OAuth
Multi-factor authentication — available through Auth0 for additional account security
Organization isolation — each workspace is tied to an Auth0 organization, ensuring complete tenant separation

Access Control

Role-based permissions (RBAC) — 14 resources with 4 action types (view, edit, create, delete) per role. Learn more →
Property-level access — restrict team members to specific properties
Audit trail — track who accessed what and when

Infrastructure

Cloud hosting — Cendra runs on Microsoft Azure with enterprise-grade infrastructure
Kubernetes (AKS) — containerized microservices with automatic scaling and health monitoring
Separate environments — development, pre-production, and production environments are fully isolated
Automated backups — database backups with point-in-time recovery

AI Safety

How Cendra’s AI Handles Guest Data

Cendra’s AI agents are designed with safety guardrails:

Grounded responses only — AI responses are based exclusively on your knowledge base and PMS data. Cendra does not hallucinate or invent information.
No data retention by AI models — guest conversations sent to AI models for response generation are not stored or used for training
Configurable guardrails — define what the AI can and cannot discuss using AI Rules
Human oversight — all AI responses can be reviewed before sending in semi-automated mode
Escalation rules — sensitive topics automatically route to human team members

What the AI Can and Cannot Access

Data	AI access
Property knowledge base	Yes — this is what the AI uses to answer questions
Guest reservation details	Yes — check-in dates, property, guest name (for personalization)
Guest payment information	No — AI never sees or handles payment card data
Internal team messages	No — AI only sees guest-facing conversations
Other workspace data	No — AI is isolated per workspace

Cendra’s architecture supports GDPR compliance:

GDPR requirement	Cendra support
Lawful basis for processing	Data processed for legitimate interest (fulfilling guest communication) and consent
Right of access	Guest data accessible through contact management
Right to erasure	Guest data can be deleted on request
Data portability	Contact data exportable from Cendra
Data processing agreements	Available for enterprise customers
Data breach notification	Incident response procedures in place
Privacy by design	Workspace isolation, encryption, RBAC built into architecture

PMS Data Handling

When Cendra syncs data from your property management system:

Sync is read-focused — Cendra reads property and reservation data from your PMS. It does not modify PMS data unless you configure specific write-back actions.
Credentials secured — PMS API keys and OAuth tokens are stored in Azure Key Vault, not in application databases
Real-time sync — data stays current without manual exports or batch imports
No data duplication — Cendra references your PMS as the source of truth

Communication Channel Security

Channel	Security measures
WhatsApp Business	End-to-end encryption (WhatsApp native), official Business API
Gmail	OAuth 2.0 authentication, Google Pub/Sub for real-time notifications
Outlook	OAuth 2.0 authentication, Microsoft Graph API with subscription-based notifications

Cendra never stores email or WhatsApp passwords. All channel connections use OAuth tokens that can be revoked at any time.

Smart Lock Security

For properties using smart lock integrations:

Temporary access codes — guest codes are time-bound to reservation dates
Automatic revocation — codes are removed at checkout
Seam platform — device communication goes through Seam’s verified webhook system with Svix signature verification
No master codes exposed — Cendra manages individual guest codes, not property master codes

Reporting Security Concerns

If you discover a security vulnerability or have concerns about data handling, contact us at security@cendra.ai.

Overview

Getting Started

AI Agents

Inbox & Communication

Smart Locks & IoT

Property Management

Revenue & Upsells

Dashboard & Analytics

Contacts

Workspace & Team