What TCPA actually requires
The TCPA is the federal law governing automated and business text messaging in the US. In practice, for a hotel texting guests, the two requirements that matter most day to day are: honoring an opt-out immediately and permanently, and not sending unsolicited marketing-style messages without proper consent. Guest-initiated conversations (a guest texting the property first) are generally the lowest-risk category, since the guest opened the conversation.
Beyond the law itself, US mobile carriers separately require A2P 10DLC registration, a vetting process every business texting platform must complete before sending SMS at real volume. An unregistered number gets silently filtered as spam by carriers: the message doesn't send, and neither side sees an error.
What Suzy's Shield system enforces automatically
STOP / HELP keyword handling
A guest who texts STOP, UNSUBSCRIBE, QUIT, or CANCEL is added to a blacklist immediately and never messaged again from that property. HELP or INFO gets an automatic reply identifying the property and confirming how to opt out.
Per-property opt-out isolation
A guest who opts out of one property's messages stays opted out for that property specifically; it's tracked per property, not as one global list that could incorrectly block a different stay elsewhere.
Quiet hours for non-urgent messages
Non-urgent outbound messages, like a post-stay satisfaction check, are held back during a configurable overnight quiet window (default 9pm-8am). Inbound guest replies and real emergencies are never gated by this.
Daily send cap per property
A hard daily limit on outbound messages per property, a safeguard against a runaway automation loop ever spamming a guest.
Honest status
This compliance layer is built and verified for inbound handling today. Outbound US SMS sending is waiting on A2P 10DLC carrier registration, currently in progress, which applies to every business SMS platform, not specifically Suzy. Voice answering is unaffected and live today.
Why this matters even before you send your first text
It's worth understanding this before evaluating any AI texting product, not just after signing up. A platform that can't clearly explain how it handles opt-outs, quiet hours, and carrier registration is a platform that hasn't actually thought through the compliance side, which is a real legal and reputational risk for the property whose name is on the Twilio number, not just the vendor's.