Security & Privacy

Vanio takes data security seriously. Here's how we protect your data and your guests' information.

Infrastructure

• Hosting: Deployed on Vercel (enterprise-grade infrastructure)
• Database: Supabase (PostgreSQL) with row-level security
• Payments: Stripe Connect — PCI DSS Level 1 compliant. Card data never touches our servers
• Smart Locks: Connected via Seam with end-to-end encrypted communication

Data Handling

• Guest data: Stored securely in our database with access controls
• Payment data: Handled entirely by Stripe — we never store card numbers
• Lock codes: Generated and transmitted securely via Seam's encrypted channels
• Conversation data: Stored for AI context and audit trail, accessible only to authorized users

AI & Privacy

• No training on your data: Your guest conversations and property data are not used to train AI models
• Contextual access: AI only accesses data relevant to the current conversation or task
• Audit trail: Every AI action is logged and visible to the property manager
• Human override: Hosts can intervene in any AI decision at any time

Access Controls

• Role-based access: Team members see only what they need
• Service provider isolation: Cleaners and maintenance workers see only their assigned tasks
• Owner access: Property owners see only their own properties and revenue (coming soon)
• API keys: Programmatic access is controlled via API keys with configurable permissions
• Data isolation: Your knowledge base articles, guest information, and property data are completely isolated from other property managers. You can only view and edit content that belongs to your account
• Listing content isolation: Your listing details — including photos, videos, pricing, policies, availability, and more — are fully protected. Only you and any team members you've granted access to can view or make changes to your listings. No other property manager can access them
• Checklist & verification isolation: Your task checklists, photos attached to checklist items, and AI-powered verification results are fully isolated to your account. Only you and your team members can view or update your checklist data — no other property manager can access it
• Task data isolation: Your tasks are visible only to your own account and any service providers you are actively connected with. When a service provider is connected to your account, they can only see tasks that are directly tied to the listings you have shared with them — tasks on your other listings remain completely private. No other property manager can view your task list or the tags associated with your tasks
• Contact & team data isolation: The contact details of your team members and service providers — including email addresses and phone numbers — are visible only to your own account and any accounts you are directly connected with. No other property manager can access your team roster
• Payment & billing isolation: Your payment history, billing information, and financial reports are visible only to you and your team. No other property manager — including service providers you work with — can view your payment records or financial summaries
• Task photo upload isolation: The ability to generate a photo upload link for a maintenance task is restricted to authorized staff members who have verified access to your account and the specific task. No one outside your account can create upload links for your tasks
• Knowledge base isolation: Every article, guide, and internal document in your knowledge base — including items marked for your team's eyes only — is strictly visible to verified members of your own workspace. No one outside your account can read or browse your knowledge base content
• Listing media isolation: Your listing photos, videos, and AI-generated question coverage data are strictly private to your account. Only you and any team members you've granted access to can view this content — no other property manager can access it
• Financial report isolation: Your financial aggregation reports and payment summaries are restricted to verified members of your own workspace. Not even a connected service provider can view your financial reporting data — access is limited to you and your own team
• Onboarding data isolation: Your account setup and onboarding status are private to your own workspace. Only verified members of your account — or Vanio's support team when directly assisting you — can view this information
• Task view isolation: Your saved task views and their filter configurations are accessible only to verified members of your workspace and any service providers you are actively connected with
• Guest access code isolation: Entry codes you add to a reservation are scoped strictly to that booking. A code entered for one guest will never appear on any other reservation at your property — even if it's the same property and the same lock
• Door code & lock isolation: Your door access codes — including lockbox PINs and smart lock codes — are strictly private to your account and the specific listing they belong to. Only you and team members you've granted access to can view, add, or change a code on your locks. No one from another account can read or modify your door codes, regardless of how they attempt to connect
• Booking.com listing & calendar isolation: Your Booking.com connection settings, property listings, and calendar data are strictly private to your account. Only you can view, sync, or make changes to your Booking.com properties through Vanio. No other property manager can access or modify your Booking.com connection — including actions such as taking your property off sale
• Workspace isolation: Your entire account — every listing, report, knowledge base article, and setting — is accessible only to verified members of your own workspace. No other property manager can view or interact with any part of your account, regardless of how they attempt to access it
• Administrative controls: All platform-level administrative tools are fully protected and accessible only to verified Vanio staff. No account holder or outside party can reach these controls

Recent Security Improvements

Booking.com Connection & Calendar Protection — We've fixed a security issue where a signed-in user from another account could view or change your Booking.com connection settings, and even take your live property off sale on Booking.com — with no indication to you that anything had happened. Your Booking.com listings and calendar are now fully protected: every request to view, sync, or manage your Booking.com connection is verified against your account before anything is returned or changed. Only you can view or act on your Booking.com properties through Vanio. Any attempt by someone outside your account is blocked entirely.

Administrative Controls Protection — We've closed unauthorized access to platform-level administrative tools that were accidentally exposed to the public internet. These tools — which include the ability to review pending signups and create new user accounts — are now fully protected and accessible only to verified Vanio staff. No property manager, guest, or outside party can reach, trigger, or even detect these controls. Any attempt to access them without the correct verified credentials is blocked immediately.

Video Processing Security Hardening — We've fixed a vulnerability in the video processing feature that could have allowed a specially crafted video link to cause Vanio's servers to make requests to private or internal network resources rather than the intended video file. This has been fully closed: Vanio now validates every video URL before fetching it, refusing any link that points somewhere other than a legitimate public video source. If you submit a video URL that cannot be used, you'll see a clear message asking you to provide a standard public link to the video file. Your real listing videos continue to process exactly as before.

Door Code & Lock Access Protection — We've closed a critical security vulnerability where door codes, lockbox PINs, and smart lock access codes could be viewed or changed by users from other accounts. Every request to read, add, update, or delete an access code on any of your locks is now verified against your confirmed account membership and the specific listing the code belongs to — before any action is taken. A user from another account cannot see your codes, cannot overwrite them, and cannot delete them. If they try, their request is blocked entirely. Your codes remain exactly as you set them.

Listing Media Upload Protection — We've closed a security gap that could have allowed a signed-in user from another account to upload photos or videos into your listing's media library. Previously, any authenticated user could generate an upload link targeting your listing's storage folder, causing that content to appear in your media list and influence your AI-generated knowledge base. Upload access is now verified against your account and the specific listing before any upload is permitted. Only you and your authorized team members can add media to your listings.

Airbnb Booking Integrity Protection — Vanio now authenticates every inbound Airbnb booking notification before processing it. Previously, it was possible for a malicious actor to send a fabricated request that the platform would treat as a real Airbnb event — potentially creating fraudulent reservations, forging cancellations, or injecting fake guest messages into your account. That is no longer possible. Every notification is verified before any action is taken, and any request that cannot be verified is rejected and recorded. Your genuine Airbnb bookings continue to sync exactly as they always have — there is nothing you need to do, and nothing about your day-to-day experience changes.

Guest Message Authenticity Verification — Vanio now cryptographically verifies that every inbound text message from a guest genuinely comes from our messaging provider and has not been tampered with or forged. Previously, it was theoretically possible for a malicious actor to fabricate a guest message that the platform would treat as real. That is no longer possible. This verification happens automatically in the background — there is nothing you need to do, and the way you read and respond to guest messages is unchanged.

Guest Photo & File Attachment Protection — When a guest sends a photo or file via text message, Vanio now applies stricter controls over how that file is stored and accessed. Standard media types such as photos and videos continue to display inline as previews. Files that could otherwise be rendered as active web content — such as HTML documents or other non-media file types — are now automatically handled as secure downloads instead of inline previews, preventing any risk of malicious content executing in your browser when you open an attachment. This protection applies automatically to every guest attachment, with no action required from you.

Account & Workspace Isolation — We've closed a critical security vulnerability that could have allowed another property manager to access your account's data. Your workspace is now fully protected: every request that attempts to read or act on your listings, devices, reports, or settings is checked against verified membership before any data is returned or any action is taken. An unauthorized user — regardless of how they construct their request — will be blocked entirely, and your data will remain invisible to them.

Guest Entry Code Privacy — We've fixed a privacy issue where a door code entered on one reservation could appear on other reservations at the same property. Entry codes are now strictly scoped to the booking they were created for. One guest's access code will never be visible on another guest's reservation.

Repeat Fraud Prevention — Vanio now blocks fraudsters who attempt to create new accounts after a previous account has been removed, even when they change their email address, name, location, or IP address. If a payment card has been associated with fraudulent activity on our platform, any future signup attempt using that same card — regardless of what other details are changed — is automatically refused. This protection also applies when a new subscription is started, so no trial period can be activated through a blocked payment method.

Cross-Tenant Task List Protection — We've closed a security gap where a connected service provider could see all of a host's tasks, including tasks on listings that were never shared with them. A service provider's task list is now strictly limited to tasks tied to the specific listings you have shared with them through your connection. Tasks on any of your other listings remain completely invisible to them.

Listing Media & Knowledge Base Data Protection — We've closed a security gap that could have allowed another property manager to view your listing's photos, videos, and AI-generated question coverage data by supplying a listing identifier. Your listing media and knowledge base data are now fully protected — access is strictly limited to you and any team members you've granted access to. Any attempt by someone outside your account to retrieve this information will be blocked entirely.

Workspace Data Protection — We've strengthened security across your entire account by ensuring that team members can only view data from their own workspace. Your property listings, knowledge base content, financial reports, onboarding information, and saved task views are now all strictly scoped to verified members of your workspace. No user outside your account can access any of this information.

Financial Report Protection — We've closed a security gap that could have allowed another property manager — or even a connected service provider — to view your financial aggregation reports and payment summaries. This data is now strictly limited to verified members of your own workspace. Even accounts you work with cannot see your financial reporting.

Knowledge Base Protection — We've closed a security gap that could have allowed another property manager to browse your knowledge base, including internal guides and team-only articles. Your entire knowledge base — all categories, articles, tags, and keywords — is now fully restricted to verified members of your own workspace.

Listing Access Protection — We've closed a security gap that could have allowed another property manager to retrieve your full list of properties by supplying your account identifier. Your listings are now strictly limited to verified members of your workspace, with no data exposed to outside accounts.

Onboarding Status Protection — We've closed a security gap that could have allowed another property manager to view your account's setup and onboarding progress. Only verified members of your workspace — or Vanio support when directly assisting you — can access this information.

Task View Protection — We've closed a security gap that could have allowed another property manager to read your saved task views and their filter configurations. Access is now properly restricted to verified members of your workspace and any service providers you are actively connected with.

Task Photo Upload Protection — We've closed a security gap that could have allowed anyone — even someone not logged in — to generate a photo upload link for a maintenance task. Generating these links now requires a verified login and confirmed access to both your account and the specific task. This ensures that upload links can only be created by your own authorized team members.

Contact & Team Data Protection — We've closed a security gap that could have allowed another property manager to view the email addresses, phone numbers, and names of your team members and service providers. That information is now fully restricted to your own account and any accounts you are directly connected with.

Payment History Protection — We've closed a security gap that could have allowed another property manager to view your payment history and billing details. Your financial data is now strictly private to your own account — even service providers you work with cannot access your payment records.

Task Data Protection — We've closed a security gap that could have allowed one account owner to view another account's tasks. Your task data is now properly restricted to only your own account and any service provider accounts you're actively connected with.

Full Listing Content Protection — We've closed a security gap that could have allowed other property managers to view or edit your listing details, including photos, pricing, policies, and availability. Your listings are now fully protected — only you and any team members you've granted access to can view or make changes. This applies to all listing content across every section of your listing.

Full Checklist & Verification Data Isolation — We've closed a security gap that could have allowed other property managers to view or attach photos to your checklist items. Your checklists and AI verification data are now fully protected — only you and your team can access your own tasks and their results. This applies to photos uploaded during inspections, AI quality-check outcomes, and all associated media.

Enhanced Knowledge Base Protection — We've strengthened access controls for knowledge base articles. Your custom content, property guides, and internal documentation are now even more secure with additional verification checks that prevent unauthorized access.

Compliance

• GDPR: Guest data can be exported and deleted on request
• PCI DSS: Payment processing is fully PCI compliant via Stripe
• SOC 2: In progress

Common Questions

Can another property manager view or change my Booking.com connection settings, listings, or calendar? No. Your Booking.com connection — including your property listings, calendar, and all sync settings — is strictly private to your account. Only you can view, sync, or make changes to your Booking.com properties through Vanio. This also means no one from another account can take your property off sale or modify its availability. Any attempt by someone outside your account is blocked entirely, with no indication that your data even exists.

Can another property manager view or change my door codes or lockbox PINs? No. Every request to read, add, update, or delete an access code on any of your locks is verified against your account and the specific listing the code belongs to before anything happens. A user from another account cannot see your codes, overwrite them, or delete them — their request is blocked entirely the moment it fails this check, and your codes remain exactly as you set them.

Can another property manager upload photos or videos to my listings? No. Uploading media to a listing requires confirmed access to both your account and that specific listing. Any attempt by someone outside your account to upload content into your listing's media library is blocked before the upload is even permitted. Only you and team members you've explicitly granted access to can add or change your listing media.

Can a door code I enter for one guest appear on another guest's reservation? No. Entry codes are scoped strictly to the reservation they were created for. A code you add while managing one booking will only ever appear on that booking — it will never show up on any other reservation at your property, regardless of which lock it applies to.

Can another property manager access my account by manipulating how they connect to Vanio? No. Every request that attempts to read or act on your data is verified against your confirmed account membership before anything is returned or changed. It does not matter how the request is constructed — your workspace is only accessible to people you have explicitly granted access to. Unauthorized attempts are blocked entirely, and your data remains invisible.

Can another property manager see my listing's photos or videos? No. Your listing photos, videos, and all related content are completely private to your account. Only you and team members you've explicitly granted access to can view this media. Any attempt by someone outside your account to access your listing media will be blocked entirely, with no indication that your data even exists.

Can another property manager see my listing's AI-generated question coverage data? No. The AI-generated question coverage data for your listings — which reflects how well your knowledge base answers common guest questions — is strictly private to your account. Only you and your authorized team members can view it. Anyone outside your account will be blocked entirely.

Can another property manager see my team members' or service providers' contact details? No. The names, email addresses, and phone numbers of everyone connected to your account are completely private. Only you, your own team members, and accounts you are actively connected with can see that information. Anyone outside your account will be blocked entirely.

Can another property manager see my payment history, billing details, or financial reports? No. Your payment history, billing information, and financial reports are strictly private to your own workspace. Even service providers you work with cannot view your financial records or summaries — access is limited to you and your own verified team members only.

Can another property manager see my knowledge base? No. Every item in your knowledge base — including all categories, articles, internal guides, and team-only content — is completely private to your workspace. Only verified members of your own account can view or browse your knowledge base. Anyone outside your account will be blocked entirely, with no indication that your content exists.

Can another property manager see my tasks? No. Your task data — including all tasks and their associated details — is completely private to your account. Only you, your team members, and any service providers you have an active connection with can view your tasks. Anyone outside your account will be blocked entirely.

What tasks can a connected service provider see? A connected service provider can only see tasks that are tied to the specific listings you have shared with them as part of your connection. Tasks on any of your other listings — even if you are connected to the same service provider — remain completely invisible to them. If no listings are shared in a connection, the service provider will see no tasks at all.

Can another property manager see or edit my listing details? No. Your listing content — including photos, videos, pricing, policies, availability, and all other listing details — is completely private to your account. Only you and team members you've explicitly granted access to can view or make changes. Any attempt by someone outside your account to access your listings will be blocked entirely, with no indication that your data even exists.

Can another property manager see my checklist photos or inspection results? No. Your checklist items, any photos your team uploads during a task, and all AI-powered verification results are completely private to your account. Even a logged-in user from a different company cannot view or modify your checklists — they'll see nothing, not even a hint that your data exists.

Can my assigned cleaners or service providers see checklist data for tasks they aren't assigned to? No. Access is assignment-aware — a cleaner or service provider can only interact with checklist items on tasks that have been specifically assigned to them. Tasks belonging to other properties or other teams remain invisible to them.

Can someone generate a photo upload link for one of my maintenance tasks without being logged in? No. Generating a photo upload link requires a verified login and confirmed access to both your account and the specific task. A staff member sent an upload link via SMS can still use that link to submit their photo without logging in — but only an authorized team member who is already signed in can create the link in the first place. This ensures no one outside your account can issue upload credentials for your tasks.

What happens if someone tries to access data that isn't theirs? Vanio's access controls are designed so that unauthorized requests reveal nothing — not even whether a record exists. This prevents any attempt to probe or map out your account's data.

Can someone create a new account using a payment card that was previously linked to fraud or a removed account? No. Vanio automatically blocks any signup or subscription attempt that uses a payment card we have previously associated with fraudulent activity, regardless of what name, email address, or location is provided. Changing personal details does not bypass this check — the block is tied to the payment card itself, not the identity information entered at signup. If you believe your card has been incorrectly flagged, please contact our support team and we will review your case.

Could someone send a fake guest text message that tricks Vanio into acting on it? No. Every inbound guest text message is now cryptographically verified to confirm it was genuinely sent by our messaging provider before Vanio processes it. A fabricated or tampered message cannot pass this check and will be silently rejected. This happens automatically — guests and property managers do not need to do anything differently.

Is it safe to open a photo or file that a guest sent me via text? Yes. When a guest sends an attachment, Vanio automatically checks the file type before storing it. Standard media files such as photos and videos are stored normally and display as previews in your dashboard. Any file that could potentially execute as web content — such as an HTML document — is automatically converted to a secure download instead, so it cannot run in your browser when you open it. You will still be able to download and view the file; it simply won't render as a live webpage.

Could someone create a fake Airbnb booking, cancellation, or message on my account? No. Every notification that arrives from Airbnb is now verified before Vanio acts on it. A fabricated or tampered request — no matter how convincingly it is constructed — cannot pass this check and will be refused and recorded. Your real Airbnb bookings continue to sync normally, with no change to how reservations appear in your dashboard.

Are Vanio's own internal administrative tools protected from outside access? Yes. All platform-level administrative controls — including tools used by Vanio staff to manage accounts and the platform itself — are now fully protected. Only verified Vanio staff can access them. No property manager, guest, or outside party can reach, trigger, or discover these tools. Any attempt to do so is blocked immediately and leaves your account and data completely unaffected.

What happens if I submit a video URL that can't be processed? If you provide a video link that Vanio cannot safely retrieve — for example, a link that doesn't point to a publicly accessible video file — you'll see a clear message asking you to provide a public link directly to the video. Your other listing videos and any previously processed content are completely unaffected. Simply try again with a standard public video URL.