Privacy Policy

Last updated: [PLACEHOLDER: effective date]

This policy explains how StayHW collects, uses and shares personal information when you visit stayhw.com, book a stay with us, stay in one of our condos, or contact us. It also explains your privacy rights and how to use them.

Who we are

StayHW is operated by [PLACEHOLDER: legal entity name and state]. We are the business responsible for your personal information (the "controller" under European data protection law).

• Address: 1751 N Las Palmas Ave, Hollywood (Los Angeles), CA 90028
• Privacy contact: [PLACEHOLDER: privacy contact email]
• General support: support@stayhw.com
• Phone (calls and texts): 310-935-1735
• EU and UK representative: [PLACEHOLDER: EU and UK representative name and contact, if appointed]

If you book through Airbnb, Airbnb is a separate controller for the information you give Airbnb, and its own privacy policy applies. Once Airbnb passes your booking details to us, we handle them as described here.

Information we collect

Information you give us

• Booking details: name, email, phone number, number of guests, unit, dates and amount paid.
• Payment details: card details are entered directly into Stripe. StayHW never sees or stores your full card number. We receive limited information from Stripe, such as the card brand, last four digits and payment status.
• Guest registration: the building requires registration for every stay. This includes guest names, contact details, stay dates, government ID information, and, if you park, vehicle make, model, color, license plate and assigned garage spot.
• Extras orders: items ordered, unit, dates, contact details and any notes you add.
• Messages: what you send us through contact or long-stay forms, email, phone calls and text messages.
• Marketing preferences: whether you opted in to email or SMS marketing, the wording you agreed to and when.

Information collected automatically

• Device and usage information: IP address, browser type, pages viewed, approximate location derived from your IP address, and how you arrived at the site.
• Cookies and similar technologies: a necessary cookie that stores your cookie choice, and, only if you consent, analytics and marketing cookies and pixels. See our Cookie Policy.

Information from others

• Booking platforms such as Airbnb, when you book through them.
• Stripe, about the status of your payment and fraud checks.

How we use information and our legal bases

For visitors from the European Economic Area (EEA) and the United Kingdom, we rely on the legal bases shown below.

• To take and manage your booking, process payment, give you access and support you during your stay. Legal basis: performance of a contract with you.
• To register guests and vehicles as required by the building, and to keep the building safe. Legal basis: our legitimate interest in the safety and security of the building and its residents, and compliance with building requirements.
• To keep booking, payment and tax records, including Los Angeles transient occupancy tax records. Legal basis: legal obligation.
• To prevent fraud, misuse and payment disputes, and to enforce our Terms and House Rules. Legal basis: legitimate interests.
• To send transactional texts and emails about your booking. Legal basis: performance of a contract.
• To send marketing emails and texts. Legal basis: your consent, given through a separate, unchecked opt-in box. Consent is never a condition of booking.
• To measure site use (analytics) and advertising (marketing cookies and pixels). Legal basis: your consent.
• To improve our website and services. Legal basis: legitimate interests, or consent where cookies are involved.

You can withdraw consent at any time. This does not affect processing that happened before you withdrew it.

Who we share information with

We do not sell personal information for money. We share it only as described here.

Service providers that process data for us

• Stripe: payment processing and fraud prevention.
• Vercel: website hosting.
• Supabase: stores our rates and availability data. It does not hold personal information.
• Zoho (CRM and Creator): guest registration records, including ID information, vehicle and garage-spot details, and contact records.
• Zoho Campaigns: marketing emails (sent from news.stayhw.com), only to people who opted in.
• Dialpad: phone calls and text messages.
• Slack: internal alerts to our team about new orders.
• iGMS: our property-management system for reservations and guest communication.
• Google (Tag Manager, Analytics 4, Ads) and Meta (Meta Pixel): analytics and advertising measurement, only after you consent.

Others

• Booking platforms such as Airbnb, for bookings made through them.
• The building and its homeowners association, for guest and vehicle registration as required by the building. [PLACEHOLDER: confirm exactly which registration details are shared with the building or HOA]
• Authorities, courts and advisers, where required by law, to respond to legal process, to protect safety, or to establish or defend legal claims. This includes tax authorities.
• A buyer or successor, if our business is sold or reorganized.

[PLACEHOLDER: confirm whether Dialpad calls are recorded; if so, describe the recording and the announcement given at the start of calls]

International transfers

We are based in the United States and our service providers mainly process data in the United States. If you are in the EEA, the UK or Switzerland, your information is transferred to the United States. We rely on the EU-US Data Privacy Framework (and its UK and Swiss extensions) where a provider is certified, or on Standard Contractual Clauses approved by the European Commission (with the UK addendum where needed). [PLACEHOLDER: confirm DPF certification or SCCs for each provider] You can ask us for a copy of the safeguards using the contact details above.

How long we keep information

We keep personal information only as long as needed for the purposes above, then delete or anonymize it.

• Guest registration and ID information: [PLACEHOLDER: retention period for ID and registration data]
• Booking, payment and tax records: [PLACEHOLDER: retention period for booking, payment and tax records]
• Marketing contact details: until you unsubscribe or withdraw consent. We keep a record of your consent and opt-out for [PLACEHOLDER: retention period for consent records].
• Messages, calls and texts: [PLACEHOLDER: retention period for messages, call logs and texts]
• Analytics and marketing cookies: as listed in our Cookie Policy.

How we protect information

We use reasonable technical and organizational measures, including encrypted connections, access controls on registration and ID records, and payment processing by Stripe so that we never handle full card numbers. No system is completely secure, so we cannot guarantee absolute security.

Your rights

Everyone

You can ask us to show you, correct or delete the personal information we hold about you, and you can unsubscribe from marketing at any time. To review or correct your information, use the privacy request form or contact us.

EEA and UK residents

You have the right to:

• access your personal information;
• have inaccurate information corrected;
• have your information erased;
• restrict how we use it;
• receive it in a portable format;
• object to processing based on legitimate interests, and to object at any time to direct marketing;
• withdraw consent at any time, where we rely on consent;
• complain to a data protection supervisory authority, in particular where you live or work. In the UK, this is the Information Commissioner's Office (ICO).

We respond within one month. That period can be extended in limited cases, and we will tell you if it is.

California residents

[PLACEHOLDER: confirm whether StayHW is currently subject to the CCPA]

We have written this section to meet the California Consumer Privacy Act (CCPA), as amended. In the last 12 months we have collected these categories of personal information:

• Identifiers: name, email, phone number, IP address, cookie IDs.
• Customer records: contact details, payment status and limited card details (such as last four digits), and guest registration details.
• Commercial information: bookings, extras purchased and payment history.
• Internet or network activity: pages viewed and interactions with our site and ads.
• Approximate geolocation: derived from IP address.
• Audio and electronic information: call and text records.
• Sensitive personal information: government ID information collected for guest registration. We use it only to register stays, keep the building secure and meet legal requirements, and not to infer characteristics about you.

We collect this information from the sources and for the purposes described above, and disclose it for business purposes to the categories of recipients listed in "Who we share information with".

Sale and sharing. We do not sell personal information for money. If you consent to marketing cookies, Google and Meta may receive identifiers and internet activity for cross-context behavioral advertising. This may count as "sharing" under California law. We do this only with your consent, and we honor Global Privacy Control (GPC) signals as an opt-out of sale and sharing. We do not knowingly sell or share the personal information of anyone under 16.

Your California rights. You have the right to:

• know what personal information we collect, use, disclose, share or sell, and to get a copy;
• delete personal information we collected from you;
• correct inaccurate personal information;
• opt out of the sale or sharing of your personal information;
• not be discriminated against for using your rights. We will not deny you a booking, charge you a different price or give you a different level of service because you used your rights.

How to make a request. Use our privacy request form, email [PLACEHOLDER: privacy contact email], or call 310-935-1735. We will verify your identity by matching information you give us, such as your email or phone number and booking details, with our records. We confirm receipt within 10 business days and respond within 45 days. If we need more time, up to another 45 days, we will tell you why.

Authorized agents. You can use an authorized agent to make a request for you. We may ask the agent for signed permission from you and ask you to verify your identity directly with us.

Shine the Light. We do not share personal information with third parties for their own direct marketing purposes.

Do Not Track and Global Privacy Control

There is no common standard for "Do Not Track" browser signals, so we do not respond to them. We do honor Global Privacy Control: if your browser sends a GPC signal, we treat it as a refusal of marketing cookies and as an opt-out of the sale or sharing of your personal information.

Third-party tracking

If you consent to marketing cookies, Google and Meta may collect information about your online activities over time and across different websites, including ours. If you do not consent, or your browser sends a GPC signal, we do not load their marketing tags. You can change your choice at any time with the "Cookie settings" link in the footer.

Marketing emails and texts

We send marketing emails and texts only if you opted in with a separate, unchecked box. Consent is not a condition of booking or purchase. You can unsubscribe using the link in any marketing email, or reply STOP to any text. See our SMS Terms for details.

Children

Our website and services are not directed to children under 16, and we do not knowingly collect personal information from them. Bookings must be made by an adult. If you believe a child has given us personal information, contact us and we will delete it.

Changes to this policy

We may update this policy from time to time. We will post the new version on this page and change the "Last updated" date. If the changes are significant, we will also show a notice on the website or tell you by email where appropriate.

Contact us

StayHW, 1751 N Las Palmas Ave, Hollywood, CA 90028

• Privacy contact: [PLACEHOLDER: privacy contact email]
• Email: support@stayhw.com
• Phone (calls and texts): 310-935-1735