Amadeus Guest Management Services Terms & Conditions

The following additional terms apply to the use of the above-referenced Services, including Enterprise Matrix Suite (“EMS”) as applicable. These terms are an integral part of the Agreement. To the extent of a conflict between the terms below and the terms of the Service Order or other governing agreement, the terms below will prevail. Capitalized terms used but not otherwise defined herein shall have the meanings ascribed to them in the MSSA.

1.       Service Description. 

a.       Guest Management Solutions (“GMS”) Services  provide relationship management and marketing automation tools to communicate with hotel guests. GMS enables the Customer’s designated Authorized User(s) to send email marketing communications to its guests, including communications regarding confirmation, cancellation, pre-arrival and post-departure matters.  If enabled by such Authorized Users, GMS can provide a consolidated database of information such as stay history, reservations and loyalty program data (the “Guest Management Solution Database”) via connection to Customer’s property management system (“PMS”).

 

Customer may choose from the following GMS packages:

Package	Includes	Optional
Package 1: Marketing Automation	Marketing emails Transactional emails Guest Satisfaction Survey Cart Abandonment	Guest Messenger GuestView 360 Reporting or Enterprise Matrix Suite (the successor product). Creative Package
Package 2:  Guest Recognition	Marketing emails Transactional emails Guest Satisfaction Survey Cart Abandonment Guest Portal	Guest Messenger GuestView 360 Reporting or Enterprise Matrix Suite (the successor product). Creative Package
Package 3: Marketing Automation, Guest Recognition with Loyalty	Marketing emails Transactional emails Guest Satisfaction Survey Cart Abandonment Guest Portal with Loyalty (including points and tiers)	Guest Messenger GuestView 360 Reporting or Enterprise Matrix Suite (the successor product). Creative Package

b.       Enterprise Matrix Suite. The EMS Services provide reporting and analytics capabilities and are built upon the GMS platform. EMS enables enterprise-level and group-level reporting and data visibility across multiple Properties operated by or affiliated with a Customer under a “Group Account” (as defined below).

2.       Framework.

Customer acknowledges and agrees that GMS and EMS can be administered at a group or parent account level (the “Group Account”), under which one or more Customer Properties may be configured, enabled, and provided access to data by Authorized Users of the Group Account in connection with the Services. Customer shall be solely responsible, on behalf of itself and the Group Account, for all actions, configurations, and access decisions made, or omissions that occur, at the Group Account level, including, without limitation, the activation of modules, assignment of user roles, granting or restriction/withdrawal of access rights, and use, visibility, and sharing of data across the Properties within the Group Account (“Group Account Enabling”).

Customer expressly acknowledges and agrees that enablement of GMS and EMS at the Group Account level may result in full cross property data visibility across all Properties configured under the Group Account. Customer assumes all risk and liability associated with Group Account level administration, including the acts and omissions referenced above, and confirms that Amadeus may rely conclusively, and without independent verification, on Customer-level instructions, configurations, and representations regarding authority, access rights, and internal approval structures as instructed and authorized by the Customer. Customer, at its expense, will defend Amadeus and its affiliates from and against any and all Third-Party Claims arising out of or related to the utilization of the Group Account Enabling. This obligation is not limited by any liability provisions in the Agreement and is subject to the indemnification procedures set forth therein. Amadeus disclaims any express, implied, or statutory representations or warranties, including implied warranties of merchantability, title, non-infringement, and fitness for a particular purpose regarding the Group Account Enabling.

Amadeus shall have no responsibility or liability for any consequences arising from Group Account level administrative actions, omissions, or decisions, including those set forth above in this Section 2. Without limiting the foregoing, Amadeus shall have no obligation to verify or validate any authority arrangements, inter-property agreements, or governance structures between Customer and any Property administered under the Group Account, and Amadeus shall not be responsible for any lack of authority, consent, or approvals in connection therewith between Customer and any such Property.

3.         Related Professional Services.

a.       Creative Services. Up to two (2) rounds of creative revisions are included in the Creative Package. Any further revisions can be provided at Amadeus’ then-current hourly rate. Creative services, such as the designing and coding of emails, web forms or any other hotel guest touch points that can be sent or viewed in the GMS platform are not included in a Creative Package or other standard Charges.

b.       Customizations. Customer may request Amadeus to complete customization work for GMS. Any customization requests will be provided in Amadeus’ reasonable discretion as Professional Services. To the extent Amadeus is willing to perform the customization work, Amadeus will provide a description of services to Customer with the applicable fees.  Each description of services will be agreed in a signed writing signed by both parties. Anything that is not documented in the Service Order will be considered a customization.

4.        Representations and Warranties; Customer Obligations.  

a.       Representations and Warranties. Customer represents and warrants that: (a) it has obtained, and shall maintain for the duration of the Services, all necessary rights, authorizations, consents, and internal approvals from each Property, owner, operator, or other relevant entity associated with the Group Account, if any, sufficient to enable group level administration, including cross property access, data visibility, and data sharing as enabled by the Services; (b) it assumes responsibility for the configuration and administration of the Group Account, including all actions taken by administrators designated at the Group Account or parent account level; and (iii) where Customer is acting as a parent, group, brand, or management entity, it has the authority to bind each relevant property and to issue instructions on their behalf in connection with the Services.

b.      Customer Obligations.

1. 1.  Customer is solely responsible for obtaining all end user consents and providing any notices required by applicable law to enable Amadeus to place cookies and similar technologies on the device of end users and serve advertisements on the devices of end users.
   2. Customer must approve all design and business rules prior to the Services being enabled to send email communications to its guests. Email communications will be delivered on an automated basis with content and delivery based on business rules set by Customer.
   3. Customer will ensure that its PMS will provide guest data to Amadeus in a timely manner and in accordance with Amadeus’ instructions.
   4. With respect to the GMS e-mail marketing module, emails must be sent with an active “from” email address within the Customer property’s web domain.
   5. No email marketing will be provided from a China web domain or sent from China. Customer will not initiate or request or otherwise use email marketing from a China web domain or sent from China.
   6. Customer can upload a non-database list to GMS at no cost during the initial implementation, provided that such list complies with Amadeus’ standard format. If Customer wishes to upload a non-database list after implementation, additional fees may apply.

5.        Email Marketing Policy. 

 Customer understands and agrees:

1. 1. Email recipients must explicitly opt-in to receive Customer’s marketing emails for each email marketing subscription.
   2. Customer must send an introductory email to recipients within thirty (30) days of original sign-up date including details of how such recipients email address was obtained, the content, and frequency of the email marketing;
   3. Each email subscription must require recipient to opt-in to a specific email list of a specific Customer Property;
   4. A single email registration, or individually checked box, may result in (a) a subscription to no more than one unique email list of a single Customer entity, and (b) an address being uploaded once to GMS;
   5. For recipient email addresses collected through online methods of registration, Customer must collect and maintain opt-in documentation, including the IP address, date, timestamp and exact URL of the email subscription;
   6. For recipient email addresses collected through offline methods of registration, Customer must collect and maintain opt-in documentation, including information detailing the relationship to the recipient and when and how the recipient requested the email subscription;
   7. Customer must provide opt-in documentation to Amadeus prior to the recipient’s email address being uploaded to GMS. Amadeus reserves the right to disclose opt-in documentation, and in the case of a valid legal complaint, customer name, and contact information;
   8. Customer will not send unsolicited commercial emails through any other system or third- party systems without Amadeus’ prior written consent;
   9. Customer may not use a third-party service to “list clean” or “list wash” a list hosted within GMS nor to create documentation for a list hosted within the Services;
   10. Customer will respond to Amadeus inquiries promptly, and failure to do so may result in a temporary suspension of the Services;
   11. Customer may not re-upload unsubscribed email addresses without a new, fully documented subscription request.  If a recipient has previously requested to unsubscribe, Customer must confirm the new subscribe request in a double-opt-in fashion;
   12.  Customer will not attempt to circumvent Amadeus’ software that detects non-opt-in addresses at the time of upload; and
   13. Customer is solely responsible for its subscription generation methods and assumes all liability for any third parties used to assist Customer in generating subscriptions. Customer will ensure all such third parties adhere to the terms herein and to the applicable Amadeus Policies.

6.        Complaints Procedure.

1. 1. Customer will provide notice to recipient on the complaints procedures and Customer will promptly inform Amadeus of any complaints it receives.
   2. If users of Customer’s system complain about messages sent from Amadeus’ service, Customer must forward the message in question with full headers and with the original recipient’s email address intact to hospitality.privacy@amadeus.com.
   3. Amadeus’ automatic processor will register the complaint against the applicable list and notify the Amadeus Standards and Practices team. Amadeus will handle complaints in accordance with its Email Marketing Policy. Actions may include Customer account suspension, imposition of fines, and account termination.
   4. If Customer is responsible for a large network, Amadeus can set up a custom complaint channel for recipients. Customer may specify an acceptable complaint threshold, and if that is reached, that domain will be automatically prohibited from sending any further email to Customer’s domain. Customer may contact its designated Amadeus account manager to set up a custom complaint channel for its domain.

7.         Additional Charges and Payment Terms. 

If applicable, Customer will pay for all third-party mitigation costs incurred by Amadeus in defending against distributed denial of services (DDOS) attacks that are specifically directed toward Customer.

8.        GMS Service Level Availability

Availability.  GMS will be available at least 99% of the time during defined production hours (“System Availability”) as set forth in this Section.  If Amadeus fails to meet the System Availability for three (3) consecutive months, Customer’s sole remedy shall be the prompt and expeditious appointment of a member of Amadeus’ executive team to discuss resolution.

System Availability is tracked and calculated monthly, as follows:

(Total Production Minutes – Excluded) – Production Outage Minutes (Total Production Minutes – Excluded)

Where:

• “Total Production Minutes” are the total number of minutes during the production window in the month.
• “Production Outage Minutes” represents system-wide outages that are not covered under Excluded.
• “Excluded” means:
  • Regular scheduled maintenance – Any outages during the predefined maintenance window(s), or when announced 3 days or more in advance and used for system upgrades and improvements.
  • Emergency scheduled maintenance – Any outages when announced 1 hour or more in advance and used for emergency repairs or upgrades that could otherwise negatively impact Customer’s operations.
  • Any period of unavailability lasting less than five (5) minutes.
  • Any unavailability caused by Customer’s misuse or negligence or circumstances beyond Amadeus’ reasonable control, including hosting or network provider outages and Force Majeure Events.

Unavailability of some specific features or functions within GMS while others remain available will not constitute unavailability of GMS so long as the unavailable features or functions are not, in the aggregate, material to GMS as a whole.  Additionally, third-party connectivity issues and third-party downtime are explicitly excluded from the System Availability calculation.

For clarity, this Section 8 applies exclusively to GMS and is not applicable to EMS.

Last updated: April 2026