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 send marketing communications if you've opted in (newsletter, win-back offers); you can unsubscribe any time.
- 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 — transactional email delivery for support and operational notices.
- Tawk.to — chat widget on the website.
- 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
Common areas of the property (entrances, hallways, parking, courtyards) are under video surveillance. There are no cameras inside guest units. Smart-lock unlock events are logged. See Terms Section 14 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. Surveillance recordings are typically retained 30 days unless flagged as evidence of an incident, in which case they are retained until the matter resolves.
Contact
The West End Flats / Rent4Vacay LLC
515 8th Street SW, Roanoke, VA 24016
1-855-919-7368 · support@thewestendflats.com