This SMS Policy describes how Phteah Yeay sends text messages to guests and how you can opt out. It is published to comply with the United States Telephone Consumer Protection Act (TCPA), CTIA carrier guidelines, Canadian Anti-Spam Legislation (CASL), UK PECR, and applicable Cambodian regulations.
1. When we send SMS
We may send SMS in three categories. We never send anything outside these categories without your explicit consent.
Transactional (booking-related)
Sent as part of a confirmed booking. You consent to these when you provide a mobile number at booking and check the booking-agreement box. They include:
- Booking confirmation immediately after deposit
- Pre-arrival reminder 24–72 hours before check-in
- Late-arrival check-in on the day of arrival, if you marked an estimated arrival time
- Time-sensitive information about your stay (e.g., a road closure affecting your transfer)
Service updates (operational)
Critical updates that affect your stay, even if you didn't opt in to marketing — for example, a force majeure cancellation, an emergency at the property, or a regulatory change affecting your check-in. These are rare and are limited to what you actually need to know.
Marketing (opt-in only, defaults off)
Newsletter highlights, soft-open invitations, last-minute availability promotions. We will only send these if you explicitly tick a marketing-SMS opt-in box on the booking page, in your guest profile, or on a written form at check-in.
2. Frequency
- Transactional: up to 3 messages per booking
- Service updates: only as needed (usually zero per stay)
- Marketing (if opted in): no more than 2 messages per month
3. Cost & carriers
Message and data rates may apply. SMS is sent through standard mobile carriers; charges depend on your plan and country. We do not charge for the messages themselves.
4. Keywords you can reply with
- STOP — unsubscribe from all SMS immediately. We send one final confirmation and then no more. (You can re-enable later by writing to us.)
- STOP MARKETING — unsubscribe from marketing only, keep transactional messages
- HELP — receive contact information and basic help text
- PAUSE [n] — pause messages for n days (where n is 7, 14, or 30)
5. Quiet hours
We do not send marketing SMS between 21:00 and 09:00 local time of your registered number. Transactional and emergency service messages may be sent at any hour because they relate to your active booking.
6. Number used
We send from a registered business number, displayed as Phteah Yeay where carrier support allows. If you see a message claiming to be from us but appearing suspicious (unusual link, asking for payment outside the official channels), do not click — write to privacy@phteahyeay.com and we will verify.
7. Phishing warning
We will never ask for your full payment card number, CVV, or password by SMS. Any message asking for those is fraudulent. We may send a Stripe-hosted payment link for balance settlement, but only after telling you in advance and only to numbers already in your booking record.
8. Storage of your number
Your mobile number is stored under our Privacy Policy — encrypted in transit and at rest, accessible only to staff with a need to know, and deleted from active systems within 24 months of your last booking unless you remain subscribed to marketing.
9. Children
We do not knowingly send SMS to numbers belonging to children under 18, except when the number was provided by a parent or legal guardian as an emergency contact during a family booking.
10. Compliance & complaints
We follow the TCPA, CASL, UK PECR, ePrivacy Directive, and Cambodian regulations on electronic communications. If you believe we have sent you a message that violates this policy or the law, please contact privacy@phteahyeay.com and we will investigate within 14 days.
You may also lodge a complaint with the relevant authority in your country (in the US: the FCC; in the EU/UK: your local data-protection authority; in Cambodia: the Ministry of Posts and Telecommunications).
11. Changes
If we change this SMS Policy, we will publish the new version at this URL and, for material changes, notify guests with active subscriptions before the change takes effect.
Note: as of the date above, Phteah Yeay has not yet activated outbound SMS. This policy is published in advance so that when we do, the rules are clear. We will update the "Last updated" date when SMS goes live.
Related: Privacy Policy · Cookie Policy