This FAQs section is specifically about the Aiello Voice Assistant (AVA).
Last Updated: Aug 7th, 2025
(※We’ll keep it updated based on our latest product features and to ensure it remains in line with privacy regulations.)
1. Are AVA (Aiello Voice Assistant) devices installed in guest rooms?
Yes, AVA is a voice-activated device that can be installed in each guest room to provide various services. Guests may choose whether to use the device during their stay.
2. Is AVA always active (i.e., continuously listening)?
No. AVA remains inactive until the guest says the trigger phrase “Hello AI,” which signals their consent to begin voice capture and processing for various services. If the guest does not activate AVA, it will remain off and will not listen to or record anything. Guests may also mute or unplug AVA at any time to stop voice processing immediately.
3. Is there an option for guests to disable AVA?
Absolutely. Guests have full and unrestricted control over AVA and can easily disable the device by muting or unplugging it at any time. We fully respect guests’ privacy and ensure that AVA will never capture voice data unless explicitly authorized by the guest. We would like to kindly bring two points to your attention:
- Firstly, we are committed to complying with personal data protection laws and government regulations. As such, we regularly review and update our policies and practices to align with any changes in legal requirements or government guidance.
- Secondly, as the brand owner and manufacturer of AVA, we provide our products and services to various hotels and organizations. Guests will not be charged directly by Aiello through any channels, and if any fees occur, please check with the property where you are staying.
4. What personal data is collected through AVA?
AVA does not collect personally identifiable information such as names, phone numbers, or email addresses. To support the various services, AVA collects a limited set of interaction data, including:
* Room number – used to associate the request with a specific guest room. Query text – voice input is transcribed into text only after the guest says the trigger phrase “Hello AI.” The system captures up to 8 seconds of audio solely for - processing the command, with no audio recordings stored. AVA continuously listens for the trigger phrase but does not record any audio until it is detected.
* Control commands – voice inputs issued by the guest to remotely operate in-room features, such as lighting and curtain controls.
* Device information – including technical logs related to device status, power supply, and network connectivity.
* Timestamps – used to record the date and time of each interaction for system performance and service tracking purposes.
5. How is the personal data collected through AVA, and how is the data handled, stored, and protected?
AVA does not actively collect personal information. We only gather data needed to support its services, and only after consent is given by saying the trigger phrase “Hello AI.” You can withdraw consent anytime by muting or unplugging AVA, which immediately stops data collection.Though this data isn’t personally identifiable, we protect it with encryption, strict access controls, and regular security audits. All practices comply fully with data protection laws.
6. How can guests be informed about AVA and its privacy statement, and where can further information be found?
Yes, we ensure that guests are fully informed about AVA before use. Hotels or organizations utilizing AVA will provide privacy details. Guests can find this information on AVA’s settings page or via digital or physical instruction cards, depending on the hotel or organization’s preferences. Consent is obtained when guests activate AVA by saying the trigger phrase “Hello AI.” Guests can disable, mute, or unplug AVA at any time. For further information, guests may visit Aiello’s website or consult the hotel or organization staff.