Your Privacy Matters
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At The Heart of Julian, we value your privacy and believe you should understand how your personal information is collected, used, and handled when you visit our website, make a reservation, communicate with us, or stay at the Property.
Like other lodging businesses, THOJ collects certain information needed to administer reservations, process payments, communicate with Guests, prepare for arrivals, maintain accurate records, and help protect the safety and security of our Guests and the Property. Depending on how you interact with us, this may include contact and reservation information, Guest registration information, identification provided during pre-check-in, payment-related information processed through authorized payment systems, and information you voluntarily provide through our website or reservation platforms.
THOJ also relies on established technology and service providers—including our website, reservation-management, payment-processing, booking-platform, consent-management, and business-record systems—to help operate the Property and provide Guest services. Access to Guest information is limited to authorized persons and service providers with a legitimate business need for the information.
This page explains what information we may collect, why we use it, the systems and service providers involved, how website cookies and tracking technologies are managed, and the choices available to you. Our goal is to be transparent while collecting only the information reasonably necessary to operate THOJ and provide your stay.
YOUR PRIVACY MATTERS
At The Heart of Julian, we understand that making a reservation and preparing for a stay requires you to share certain personal information with us. We respect that trust and are committed to handling Guest and website visitor information responsibly, transparently, and only for legitimate business purposes.
a. Our Approach to Privacy.
THOJ collects and uses personal information when reasonably necessary to operate the Property, administer reservations, communicate with Guests, process payments, prepare for arrivals, maintain appropriate business records, provide requested services, and support the safety and security of our Guests and the Property.
b. Information Has a Purpose.
We do not request personal information simply for the sake of collecting it. Information requested during booking, pre-check-in, Guest registration, payment, or communication with THOJ serves an operational, safety, administrative, legal, or Guest-service purpose.
c. Trusted Systems & Service Providers.
THOJ uses established third-party systems and service providers to support our website, reservations, Guest communications, payment processing, booking-platform connections, consent management, and business records. These providers may process or maintain information as necessary to provide their respective services.
d. Limited Access.
Access to Guest information is limited to authorized persons who require access for legitimate business purposes and to service providers that process information in connection with the services they provide to THOJ.
e. Transparency & Guest Choice.
We want Guests and website visitors to understand what information may be collected, why it is used, and the systems involved. Where applicable, you may also have choices regarding cookies, marketing communications, photographs or video used for marketing, and certain requests concerning your personal information.
f. Privacy & Security Work Together.
THOJ takes reasonable steps to protect personal information through the systems, access controls, and business practices used in our operations.
INFORMATION WE COLLECT
To provide lodging services and operate The Heart of Julian, THOJ may collect certain personal information from Guests and website visitors. The information collected depends on how you interact with us—for example, when visiting our website, making a reservation, completing pre-check-in, communicating with us, processing a payment, or accessing the Guest Wi-Fi network.
a. Contact Information.
We may collect information such as your name, email address, telephone number, city, country, preferred language, and other contact information you provide when making a reservation, contacting THOJ, or completing Guest registration.
b. Reservation & Stay Information.
We may collect information related to your reservation and stay, including reservation dates, arrival and departure information, number of Guests, names of overnight Guests, number of vehicles, pets included with the reservation, selected services or add-ons, special-occasion information voluntarily provided by you, and communications relating to your reservation.
c. Pre-Check-In & Identity Verification Information.
The primary Guest may be asked to provide information through our Guest Portal before arrival, including a valid government-issued identification document or image of the identification and related identifying information. This information is requested for reservation verification, recordkeeping, Property security, and other legitimate operational purposes.
d. Guest & Emergency Information.
We may request the names of individuals staying at the Property, including children, as well as the name and telephone number of an emergency contact who is not traveling with you. This information helps THOJ maintain appropriate occupancy records and identify individuals who may need to be contacted in an emergency.
e. Payment & Transaction Information.
When a payment is made, payment and transaction information is processed through the applicable payment processor or booking platform. Depending upon the reservation method, this may include billing information, payment method information, transaction identifiers, payment status, refunds, and related reservation-payment records. THOJ's operational systems generally provide payment and transaction information needed to administer the reservation without requiring THOJ to independently maintain complete payment-card credentials.
f. Website & Inquiry Information.
When you contact THOJ through our website or another electronic communication method, we may receive information such as your name, email address, telephone number, the contents of your inquiry, and other information you voluntarily provide.
g. Guest Wi-Fi Information.
Guests access the THOJ Guest Wi-Fi network using the QR code provided at the Property rather than receiving the network password. Guest Wi-Fi access is managed through StayFi. Information may be collected when a Guest uses the Wi-Fi access portal to connect to the network. This information may be used to administer Guest network access, support network security, address inappropriate use, and for other purposes disclosed at the time of collection.
Where a Guest separately elects to receive marketing communications, contact information collected through the Guest Wi-Fi system may also be used for THOJ marketing communications, subject to the Guest's applicable consent and unsubscribe choices.
h. Photographs, Videos & Marketing Content.
THOJ may maintain photographs, video, testimonials, or other Guest-related content when the Guest has provided permission for its use. Participation in THOJ marketing is separate from making a lodging reservation and is not required as a condition of staying at the Property.
i. Cookies, Device & Website Usage Information.
When you visit the THOJ website, certain information may be collected through cookies and similar technologies used by Wix and other website services. Depending on your selections through our cookie-consent system, this may include information associated with website functionality, analytics, embedded services, and other technologies operating on the site. Visitors can review and manage applicable cookie choices through the privacy controls provided on the website.
HOW WE USE YOUR INFORMATION
THOJ uses personal information for specific business, operational, safety, communication, and Guest-service purposes. How information is used depends on how you interact with THOJ and the services involved in your reservation or stay.
a. Administering Your Reservation.
We use reservation and contact information to create and manage reservations, confirm stay details, coordinate arrivals and departures, process requested changes, provide Guest instructions, administer add-ons or services, and communicate with you before, during, and after your stay.
b. Preparing for Your Stay.
Guest registration, occupancy, pet, vehicle, arrival, and other information may be used to prepare the Property for your visit and help ensure that the accommodations and services associated with your reservation are properly arranged.
c. Safety, Security & Emergency Purposes.
Guest registration and emergency-contact information may be used to support the safety and security of Guests and the Property, confirm occupancy when necessary, respond to emergencies, address safety concerns, and contact an appropriate person if an emergency involving a Guest occurs.
d. Identity & Reservation Verification.
Information provided during pre-check-in, including identification information requested from the primary Guest, may be used to verify the reservation, confirm the identity of the person responsible for the stay, maintain appropriate records, and help protect against unauthorized or fraudulent use of the Property.
e. Processing Payments & Maintaining Transaction Records.
Payment-related information is used to process reservation charges, approved add-ons, adjustments, refunds, and other amounts associated with a reservation and to maintain appropriate financial and transaction records. Payment processing may be performed by THOJ's designated payment processor or by the applicable booking platform.
f. Guest Wi-Fi & Network Management.
Information collected through THOJ's StayFi Guest Wi-Fi access system may be used to administer access to the Guest network, support network security, help identify or address inappropriate use, and maintain the integrity of the Guest Wi-Fi environment.
g. Guest Communications & Customer Service.
We may use contact information and reservation communications to answer questions, respond to requests, provide Property information, resolve concerns, and communicate information relevant to your stay or your relationship with THOJ.
h. Marketing Communications.
Where appropriate consent has been provided, THOJ may use contact information to communicate about future stays, special offers, Property news, experiences, or other THOJ-related information. Marketing communications are separate from operational communications necessary to administer an existing reservation. Guests may unsubscribe from marketing emails using the unsubscribe option provided in those communications.
i. Photographs, Video & Guest Stories.
Photographs, video, testimonials, interviews, or other Guest-related content may be used for THOJ marketing or promotional purposes only when the appropriate permission has been obtained. Permission to participate in marketing is not required to make or maintain a lodging reservation.
j. Business, Legal & Recordkeeping Purposes.
Information may also be used to maintain business and accounting records, administer agreements, document Guest communications, address disputes or claims, comply with applicable legal obligations, protect the Property and THOJ's legitimate business interests, and otherwise operate The Heart of Julian.
RESERVATIONS, GUEST PORTAL & IDENTIFICATION
To help maintain accurate reservation records and prepare for Guest arrivals, THOJ uses a secure Guest Portal associated with its reservation-management system. The primary Guest may be asked to complete certain pre-check-in requirements before receiving access to the Property.
a. Pre-Check-In Information.
Before arrival, the primary Guest may be asked to complete THOJ's Pre-Check-In Form through the Guest Portal. Requested information may include contact information, Guest registration details, estimated arrival and departure times, vehicle information, emergency-contact information, and other information reasonably necessary to administer the stay.
b. Primary Guest Identification.
THOJ may require the primary Guest named on the reservation to provide a valid government-issued identification document or an image of that identification, together with related identifying information requested through the Guest Portal. This helps verify that the person assuming responsibility for the reservation is the person identified in the reservation records.
c. Registered Guests.
THOJ may request the full names of individuals who will be staying overnight at the Property, including children. Maintaining an accurate Guest list assists with occupancy management, emergency accountability, Property operations, and compliance with reservation requirements.
d. Emergency Contact.
The primary Guest may be asked to provide the name and telephone number of an emergency contact who is not traveling with the Guest. This information is intended for use when reasonably necessary in connection with an emergency or significant safety concern involving the Guest.
e. Information About Children.
When children are included in a reservation, THOJ may request their names as part of the registered Guest list for occupancy and emergency-accountability purposes. Parents and guardians remain responsible for supervising children during the stay and for the information they provide concerning minors.
f. Rental Agreement & Electronic Records.
The Guest Portal may also be used to present the Lodging Agreement and other reservation-related information for electronic review, acknowledgment, or acceptance. Electronic acknowledgments, reservation records, and related communications may be maintained as part of the reservation record in accordance with THOJ's applicable terms and recordkeeping practices.
g. Access to Guest Portal Information.
Information submitted through the Guest Portal is maintained within THOJ's reservation-management environment and may be accessible to authorized persons who require the information for legitimate operational, safety, administrative, or Guest-service purposes.
h. Keeping Information Current.
Guests are responsible for providing accurate information and for notifying THOJ of material changes to the registered Guest list or other reservation information before or during the stay when appropriate.
PAYMENT INFORMATION & SECURE PROCESSING
THOJ uses established payment-processing systems and booking platforms to process reservation payments. The way payment information is handled depends on whether a reservation is booked directly with THOJ or through an online travel agency.
a. Direct Reservations.
For reservations made directly with THOJ, reservation payments are processed through THOJ's designated payment processor, Stripe, in connection with our Hostaway reservation system. Guests may be asked to provide payment-card and billing information through the applicable payment interface to complete a transaction.
b. Payment Information.
Payment-processing systems may collect information such as the cardholder's name, payment-card information, billing address, transaction amount, payment status, transaction identifiers, and other information necessary to authorize and process a payment.
THOJ's operational payment records may include transaction information such as the amount charged, payment status, payment method or card type, masked card information, refunds, transaction identifiers, and related reservation information.
c. Online Travel Agency Payments.
When an online travel agency, such as Airbnb, Booking.com, or another booking platform, collects and processes the Guest's lodging payment, payment information is handled through that platform and its applicable payment systems. The platform's own privacy, security, payment, and data-handling practices also apply to information provided directly to that platform.
d. Vrbo Reservations.
Although a reservation may originate through Vrbo, THOJ's Vrbo lodging payments are processed by THOJ through its designated payment processor, Stripe. Any traveler service fee or other amount collected directly by Vrbo is separately administered by Vrbo.
e. Refunds & Payment Adjustments.
Payment and transaction information may be used to administer authorized refunds, reservation adjustments, additional approved charges, and other payment activity associated with a reservation. Refund procedures may differ depending on whether the original payment was processed by THOJ or by an online travel agency.
f. Protecting Payment Information.
THOJ relies on its designated payment processor and applicable booking platforms to provide the technology used to process electronic payments. THOJ does not request that Guests send complete payment-card numbers or security codes through ordinary email, text messages, or reservation messaging.
g. Payment Records & Access.
Authorized persons may have access to the transaction and reservation information reasonably necessary to administer payments, reconcile reservations, maintain accounting records, process refunds, and address payment-related questions or disputes. Access is limited according to legitimate business responsibilities.
BOOKING PLATFORMS & SERVICE PROVIDERS
THOJ works with established technology providers and booking platforms to operate the website, administer reservations, communicate with Guests, process payments, provide Guest Wi-Fi access, and maintain business records. Depending on how you interact with THOJ, information may be processed through one or more of these services.
a. Hostaway — Reservation Management.
THOJ uses Hostaway as its reservation and property-management system. Hostaway helps administer direct and online travel agency reservations, Guest communications, reservation details, Guest Portal information, pre-check-in requirements, agreements, payment-related records, and other information associated with a Guest's stay.
b. Online Travel Agencies.
Guests who reserve through platforms such as Airbnb, Vrbo, or Booking.com may provide personal information directly to those platforms. Reservation and Guest information may then be transmitted between the applicable platform and THOJ as necessary to administer the reservation, communicate with the Guest, and provide the stay. Information provided directly to an online travel agency is also subject to that platform's privacy practices.
c. Stripe — Payment Processing.
Stripe provides payment-processing services for THOJ's direct reservations and THOJ-processed lodging payments, including applicable Vrbo reservations. Payment and transaction information is processed as necessary to authorize payments, administer refunds or adjustments, and maintain transaction records.
d. Wix — Website Services.
The THOJ website is hosted and operated using Wix. Information submitted through website forms or other Wix-powered features may be processed through Wix as necessary to provide those website functions and communicate with visitors.
e. Usercentrics — Cookie & Consent Management.
THOJ uses Usercentrics to provide website visitors with privacy controls relating to cookies and applicable tracking technologies. Visitors can use the consent banner and privacy settings available on the website to review and manage applicable preferences.
f. StayFi — Guest Wi-Fi Access.
THOJ uses StayFi to manage access to its Guest Wi-Fi network. Guests connect through the QR-code-based Guest Wi-Fi access process rather than receiving THOJ's network password. Information submitted through the Wi-Fi access portal may be processed by StayFi to provide network access and support the purposes described in this Privacy page.
g. Microsoft 365 & SharePoint — Business Records.
THOJ may use Microsoft 365 and SharePoint to maintain certain business records and authorized content. This may include electronically executed agreements associated with special arrangements or gatherings and photographs or video maintained when appropriate Guest permission has been obtained for marketing use.
h. Authorized Access & Business Purposes.
Information maintained through these systems may be accessible to authorized persons who require it for legitimate business purposes, such as reservation administration, Guest communications, payment administration, accounting, Property operations, safety, recordkeeping, or providing requested services. Access permissions may be limited according to an individual's responsibilities.
i. Service Providers Have Their Own Privacy Practices.
Third-party booking platforms and service providers operate their own systems and may maintain information in accordance with their respective privacy policies, terms, security practices, and legal obligations.
PHOTOS, VIDEOS & MARKETING PERMISSION
From time to time, THOJ may photograph or record special stays, celebrations, gatherings, or experiences at the Property. We respect that Guest participation in photography, video, testimonials, or other promotional content is separate from the lodging experience and is be based on permission.
a. Marketing Participation Is Optional.
Guests are not required to participate in THOJ photography, video, interviews, testimonials, or other marketing activities as a condition of making a reservation or staying at the Property.
b. Permission for Marketing Use.
When THOJ wishes to use identifiable photographs, video, testimonials, interviews, or similar Guest content for marketing or promotional purposes, appropriate permission will be obtained. The scope of that permission may be documented through a written agreement, electronic authorization, release, or other applicable consent.
c. How Authorized Content May Be Used.
When permission has been provided, authorized content may be used in connection with THOJ's website, social media, advertising, promotional materials, publications, or other marketing channels consistent with the permission granted.
d. Storage of Authorized Content.
Photographs, videos, and related materials maintained by THOJ may be stored within authorized business systems, including Microsoft 365 and SharePoint, with access limited according to legitimate business responsibilities.
e. Children & Minors.
THOJ will not rely on a child's participation as authorization for marketing use. Where identifiable photographs or video of a minor are intended for THOJ marketing purposes, appropriate permission from the minor's parent or legal guardian should be obtained.
f. Guest-Provided Content.
If a Guest voluntarily provides photographs, video, a testimonial, or other content to THOJ, providing the material alone does not necessarily grant THOJ unrestricted marketing rights. Any intended promotional use will be handled in accordance with the applicable permission or authorization.
g. Questions About Authorized Content.
Guests with questions about photographs, video, testimonials, or other content they previously authorized for THOJ marketing may contact THOJ. Any request concerning future use will be reviewed in light of the permission previously granted, applicable commitments already made, and applicable law.
EXTERIOR SECURITY CAMERAS & VIDEO
The Heart of Julian uses exterior security cameras as part of its Property security and safety practices. These cameras are intended to help protect Guests and the Property, verify appropriate use of the premises, and assist in reviewing security or Property-related incidents when necessary.
a. Exterior Cameras Only.
THOJ uses security cameras in exterior areas of the Property. There are no security cameras located inside the home.
b. Security & Property Protection.
Exterior camera footage may be used to help protect the Property, review security or safety concerns, verify appropriate use of the premises, investigate suspected Property damage or unauthorized activity, and document incidents when reasonably necessary.
c. Not Used for Guest Marketing.
Security-camera footage is collected for security, safety, and Property-management purposes. It is not collected for THOJ marketing or promotional use.
d. Video Storage.
THOJ's exterior security-camera system operates through Google Home. Recorded footage is generally retained by the system for approximately 30 days, subject to the system's functionality and applicable service settings.
e. Incident-Related Footage.
If footage is reasonably necessary to document a security, safety, Property-damage, insurance, legal, law-enforcement, or other significant incident, relevant footage may be preserved beyond the ordinary system retention period as reasonably necessary for that purpose.
f. Access to Security Footage.
Access to security-camera footage is limited to authorized persons with a legitimate security, safety, Property-management, or incident-review purpose. Relevant footage may also be disclosed when reasonably necessary to an insurer, booking platform, law-enforcement agency, governmental authority, legal representative, or other appropriate party in connection with an incident, claim, investigation, or legal obligation.
ELECTRONIC RECORDS & RECORD RETENTION
THOJ maintains certain electronic records as part of administering reservations, providing Guest services, processing transactions, maintaining the Property, and meeting legitimate business and recordkeeping needs. These records may be maintained within THOJ's authorized business systems and service-provider platforms.
a. Reservation Records.
THOJ may maintain reservation information including Guest contact information, stay dates, registered Guest information, reservation modifications, Guest Portal submissions, agreements, approvals, special requests, and other information associated with a reservation.
b. Electronic Communications.
Communications relating to a reservation or Guest stay may become part of the reservation record. This may include communications through Hostaway, Airbnb, Vrbo, Booking.com, email, website inquiries, or other electronic communication methods used in connection with the reservation.
c. Agreements & Electronic Acknowledgments.
Electronically signed agreements, Guest acknowledgments, accepted terms, releases, authorizations, and other electronic records may be maintained as documentation of the applicable transaction, reservation, service, or permission.
d. Payment & Accounting Records.
THOJ may maintain transaction records reasonably necessary for payment administration, refunds, accounting, tax reporting, reconciliation, dispute resolution, and other legitimate financial or business purposes. These records may include transaction details without requiring THOJ to independently retain complete payment-card credentials.
e. Security & Incident Records.
When a safety, security, Property-damage, insurance, Guest-conduct, or other significant incident occurs, THOJ may maintain relevant documentation for an appropriate period. This may include communications, reports, photographs, exterior security-camera footage preserved in connection with the incident, or other supporting records.
f. Record Retention.
Different types of information may need to be retained for different periods. THOJ retains records for as long as reasonably necessary for the purpose for which they were collected and for legitimate operational, accounting, tax, contractual, safety, dispute-resolution, insurance, or legal purposes.
g. Third-Party Systems.
Certain records are maintained through service providers and booking platforms used by THOJ. Those providers may maintain information according to their own retention practices, contractual obligations, system requirements, and applicable law.
h. Access to Business Records.
Access to THOJ's electronic business records is limited to authorized persons who require access for legitimate business purposes. Where supported, THOJ also uses account-security measures and permission controls to help protect access to its business systems.
WEBSITE, GUEST WI-FI, COOKIES & ANALYTICS
THOJ uses website, consent-management, analytics, and Guest Wi-Fi technologies to provide online services, understand how our website is used, manage Guest access to the Property's Wi-Fi network, and communicate with Guests who choose to receive marketing information.
a. THOJ Website.
The THOJ website is operated using Wix. When you visit the website or use features such as our Contact Us form, certain information may be processed through Wix and the services integrated with our website to provide the requested functionality.
b. Cookies & Similar Technologies.
The website may use cookies and similar technologies that support essential website functions, embedded services, analytics, and other website features. The types of technologies used may change as website features and services are updated.
c. Cookie Preferences.
THOJ uses Usercentrics to provide website visitors with controls for applicable cookies and tracking technologies. Visitors can use the privacy banner and its settings to review and manage available consent preferences.
d. Website Analytics.
THOJ may use analytics tools and related technologies to better understand website activity, such as how visitors interact with pages and website features. This information helps us evaluate website performance and improve the online Guest experience.
e. Guest Wi-Fi Access.
THOJ does not distribute its Wi-Fi network password to Guests. Instead, Guests connect to the Guest Wi-Fi network by using the QR code provided at the Property and completing the applicable StayFi access process.
f. StayFi Guest Information.
Information submitted through StayFi may be used to provide and administer Guest network access, support network security, help identify or address inappropriate use, and maintain the appropriate operation of the Guest Wi-Fi environment.
g. Marketing Through Guest Wi-Fi.
Where a Guest provides the applicable consent to receive marketing communications, contact information collected through the Guest Wi-Fi access process may also be used to communicate about future THOJ stays, special offers, experiences, Property news, or other THOJ-related information. Guests may unsubscribe from marketing emails using the unsubscribe option provided in those communications.
h. Children & Internet Use.
Parents and guardians are responsible for supervising minors' use of the THOJ Guest Wi-Fi network, internet-connected devices, and online content during their stay. THOJ's Guest Wi-Fi system and network-management practices are not a substitute for parental supervision or parental-control settings appropriate for a child's age and needs.
i. Responsible Network Use.
Guests may not use THOJ's internet connection or Guest Wi-Fi network for unlawful, abusive, fraudulent, harmful, or other inappropriate activity. THOJ may take reasonable steps to protect the network, Property, Guests, and its technology systems when inappropriate or potentially harmful network activity is identified.
PROTECTING YOUR INFORMATION & YOUR CHOICES
THOJ uses a combination of established technology providers, account-security measures, access controls, and responsible business practices to help protect the personal information entrusted to us. We also believe Guests and website visitors should have clear choices regarding how certain information is used.
a. Cybersecurity Practices.
THOJ uses reasonable administrative and technology safeguards to help protect Guest information and business systems from unauthorized access, misuse, or disclosure. Our security practices include controlled system access, account-security measures, and the use of established technology and service providers for functions involving Guest information.
b. Multi-Factor & Two-Step Authentication.
THOJ uses multi-factor authentication (MFA) and two-step verification on supported business systems and accounts to provide an additional layer of protection against unauthorized account access.
c. Limited Access.
Access to Guest information is limited to authorized persons with a legitimate business need and may be restricted according to individual responsibilities.
d. Cookie & Website Privacy Choices.
Website visitors can use the privacy controls provided through Usercentrics to review and manage available preferences for applicable cookies and tracking technologies.
e. Marketing Choices.
Guests who elect to receive THOJ marketing communications may unsubscribe using the option provided in those communications. Unsubscribing from marketing does not prevent THOJ from sending communications reasonably necessary to administer an existing reservation or respond to a Guest request.
Our Commitment to You
Your information is part of the trust you place in us when you choose The Heart of Julian. We strive to handle that information thoughtfully, use it for appropriate purposes, and provide clear information about the systems and practices involved.