Privacy Policy

1. Information We Collect

We collect the following categories of personal information:

• Full name, email address, and phone number
• Government-issued identification documents (for legal check-in requirements)
• Reservation details: dates, room assignment, number of guests
• Payment information (processed securely via Stripe — card numbers are never stored by us)
• Messages and requests sent via WhatsApp or our web portal
• Vehicle information (if parking is requested)

2. How We Use Your Information

• To manage your reservation, check-in, and room access
• To communicate with you via WhatsApp regarding your stay
• To process payments and issue receipts
• To fulfill food orders, cleaning, and concierge service requests
• To comply with local legal obligations (identity verification for lodging)
• To improve our services based on aggregated, anonymized data

3. WhatsApp Messaging

We use WhatsApp (via the Meta Business Platform) to communicate with guests about reservations, check-in instructions, and service requests. By providing your WhatsApp number, you consent to receiving these communications. We do not send unsolicited marketing messages. You may opt out at any time by replying STOP to any message.

Messages sent through WhatsApp are subject to Meta's Privacy Policy: https://www.whatsapp.com/legal/privacy-policy

4. Data Sharing

We do not sell your personal data. We share data only with:

• Stripe — for secure payment processing (PCI DSS Level 1 certified)
• Meta / WhatsApp — to deliver messaging services
• Property staff — on a need-to-know basis to fulfill your stay
• Legal authorities — only when required by applicable law

5. Data Retention

Guest records are retained for a minimum of 3 years to comply with Mexican legal and accounting requirements, including the Ley General de Turismo guest registry obligations and SAT tax record-keeping requirements. After this period, personal data is anonymized or deleted upon request. Identification documents are encrypted and accessible only to authorized management.

6. Your Rights (ARCO)

Under Mexico's Ley Federal de Protección de Datos Personales en Posesión de los Particulares (LFPDPPP), you have the following ARCO rights (Acceso, Rectificación, Cancelación, Oposición):

• Acceso (Access): Request access to the personal data we hold about you
• Rectificación (Rectification): Request correction of inaccurate or incomplete data
• Cancelación (Cancellation): Request deletion of your data, subject to legal retention obligations
• Oposición (Opposition): Object to the processing of your data for specific purposes
• Withdraw consent for WhatsApp communications at any time
• Lodge a complaint with Mexico's INAI (Instituto Nacional de Transparencia, Acceso a la Información y Protección de Datos Personales)

To exercise these rights, contact us using the details in Section 8. We will respond within 20 business days as required by LFPDPPP.

7. Security

All data is transmitted over encrypted HTTPS connections. Personal data is stored on secure, access-controlled servers. Staff access is role-based and audited.

8. Contact Us

For any privacy-related inquiries or to exercise your rights, please contact us: