Privacy Policy
What we collect
We collect information you provide directly when you make a reservation, complete the check-in form, contact us, or sign up for our newsletter. This includes name, email, phone, billing address, government-issued ID (when required for check-in), and payment information processed by Stripe (we never store full card numbers).
We automatically collect technical information when you use our website: IP address, browser type, device type, pages viewed, and timing data — used to detect abuse, troubleshoot, and improve the booking flow.
How we use it
- To create and manage your reservation, charge your card, and contact you about your stay.
- To verify identity and prevent fraud (including third-party verification services).
- To send transactional messages (booking confirmations, check-in instructions, post-stay reviews) via Guesty.
- To operate our website chat and help respond to your messages, we use an AI assistant to generate and suggest replies. Some routine answers are sent automatically; our team reviews and handles anything sensitive or complex.
- To send marketing email: our newsletter if you've signed up for it, a reminder if you start a booking on our site and don't finish it, and occasional offers to past guests after a stay or a cancellation, such as a thank-you discount code or a come-back offer. Every marketing email has a one-click unsubscribe link, and unsubscribing stops all of them. Emails about a stay you book (confirmations, check-in details) are not marketing and still arrive.
- To defend chargebacks and respond to disputes — see Section 19 of our Terms of Service.
- To comply with legal obligations (tax, lodging registration, law-enforcement requests).
Who we share with
- Guesty — our property management system. Stores guest records, reservations, messages.
- Stripe — payment processor. Handles card data under PCI-DSS Level 1.
- Brevo — email delivery: booking, support and operational notices, and our marketing email.
- Anthropic — the AI provider (Claude) that processes chat and message content to generate and suggest replies. Under Anthropic's commercial API terms, this content is not used to train their models.
- OTA channels — Airbnb, VRBO, Booking.com, Expedia (only when you book through them).
- Law enforcement / regulators — when required by law (subpoena, warrant, lodging-tax compliance).
We do not sell your information.
Cookies & analytics
We use a small number of first-party cookies for session management, the booking funnel, and basic analytics. We do not use third-party advertising trackers.
Surveillance disclosure
The property has exterior cameras (including the parking lot and courtyard), and cameras in the building's indoor common areas (hallways and entrances). They record video and audio. There are no cameras inside any unit. Smart-lock unlock events are logged. See Terms Section 15 for full details.
Your rights
You may request access to, correction of, or deletion of your information by emailing support@thewestendflats.com. We will respond within 30 days. Some information must be retained for legal, tax, or chargeback-defense purposes (typically 7 years for financial records).
Data retention
Reservation, payment, and Terms-acceptance records are retained for at least 7 years after checkout (financial recordkeeping). Marketing-list contact information is retained until you unsubscribe. Camera footage is kept as long as we need it for security, operations, claims or legal reasons (as our Terms of Service say).
Contact
West End Flats LLC d/b/a The West End Flats
515 8th St SW, Roanoke, VA 24016
1-855-919-7368 · support@thewestendflats.com