Privacy & Cookie Use Policy

    Last revised on March 17, 2023.

     

     I. Who we are:

    Heirloom (“we,” “us,” “our,” and “Heirloom”) was created to encourage guests to gather and have memorable adventures without compromising the group travel experience or the style and authenticity of homes in premier destinations. Our website and its functions (the “Service”) are the means in which we facilitate these experiences. It provides information about Heirloom and the cities we operate in. It is also an online booking platform for our properties. 

    The Service is owned and operated by Glaser Property Management, a Massachusetts corporation, and its subsidiary, Heirloom. We, at Heirloom, respect your privacy. To demonstrate this, we created this Privacy Policy to describe how your personal information is collected, used, and shared when you use the Service. You may visit most of our site without providing any personal information to us. But sometimes we need information in order to provide you services that you request, and this policy explains our data collection practices.

    “Personal Information” refers to a piece of information that could potentially identify an individual, such as their name, e-mail address, or billing information. Heirloom respects your choice of disclosing your personal information and keeps track of applicable law to ensure that the use of your data is in compliance. 

    We will not use, share, or disclose your personal information except as described in this Privacy Policy. Further, we will never sell your personal information to third-parties. 

    We use your personal information for the purposes indicated in this Privacy Policy, primarily for the objective of providing and improving the Service and responding to inquiries. By using the Service, you agree to the collection and use of information in accordance with this policy. 

    II. What kind of personal information is collected by Heirloom?

     When you use the Service, no personal information will be automatically collected by Heirloom while you are browsing the website. We do not collect any personal information about you unless you voluntarily provide it to us. You provide certain personal information when you use our Contact Form. When you send us a message through the Contact Form, we collect your name, email address, and the message that you send. 

    Additionally, it is important to note that the chat box on our homepage is managed by a third-party service provider, Tidio Chat. The messages that you send through the chat box are stored through their interface. However, we also receive emails of the chat messages that you send. For information about how to request modification or deletion of this information, please see Section V. We cannot control Tidio’s collection of information and are not responsible for their policies and practices. Please see Section VI for a description of this service provider as well as a link to their privacy policy. Please refer to their policy for more information regarding what they collect and how to request deletion of it. 

    Moreover, we use Vonage to facilitate all phone calls and SMS messages you may send to contact us. When you initiate contact with us via our phone number, you are opting-in to receive phone calls and SMS messages from us. When you call or text our phone number, the Vonage interface will collect your phone number, any messages you send, and the times you have called or texted. For information about how to request deletion of your information, please see Section V. We cannot control Vonage’s collection of information and are not responsible for their policies and practices. See Section VI for a description of Vonage and a link to their privacy policy. Please refer to their policy for more information regarding what they collect and how to request deletion of it.

    Other functions of our website are also maintained by third-parties in order to enhance your experience with the Service. These third-party service providers have their own privacy policies and data collection, use, and disclosure practices. Please consult each site’s policy. We are not responsible for the policies or practices of third-parties. Descriptions of what functions on our website are managed by third-parties and links to their respective privacy policies are available in Section VI below. 

    Further, other companies which place advertising on our site may collect information about you when you view or click on their advertising through the use of cookies. We cannot control this collection of information. You should contact these advertisers directly if you have any questions about their use of the information that they collect.

    III. Use of collected information

    We will primarily use the personal information that you voluntarily submit through our Contact Form to provide support and answer any questions you may have. We use this information in order to efficiently respond to any inquiries you send us and provide you with the best experience possible. We may use personal information to deliver information to you and to contact you regarding administrative notices. We may also use personal information to resolve disputes, troubleshoot problems, and enforce our agreements with you, including our House Rules, Usage Agreement, Schedule A, Property Damage Waiver and this Privacy Policy. 

    Additionally, when you call or text us through our phone number, we will use the information collected to respond to any questions or concerns you may have during your stay or regarding our properties. We will not send you advertising messages via SMS from our Vonage phone number at any time. Importantly, no mobile information will be shared with third parties or affiliates for marketing or promotional purposes–this includes your text messaging originator opt-in data and consent as well as personal information.

    For more information about how you can request modification or deletion of your information, please see Section V below. 

    IV. Disclosure of information

    We may disclose your information only in certain circumstances. For example, to protect the safety of any person or to address fraud, security, or technical issues. Additionally, we may occasionally be required by law enforcement or judicial authorities to provide personal information to the appropriate governmental administration. We will disclose personal information upon receipt of a court order, subpoena, or to cooperate with a law enforcement investigation. We fully cooperate with law enforcement agencies in identifying those who use our services for illegal activities. We reserve the right to report to law enforcement agencies any activities that we in good faith believe to be unlawful.

    We do not sell, trade, or rent your personal information to others. As previously mentioned, some of the functions on our website are maintained by third parties. We and our service partners use your personal information to operate our website and to deliver their services. When you use and voluntarily input your personal information into those functions, that information is then disclosed to the respective third-party. Please see Section VI for more information about the third-party services we use. 

    V. Accessing, modifying, exporting or deleting your information

    You may access, correct, or delete information that you have submitted to the Service through our Contact Form. Simply request this by emailing marketing@stayheirloom.com. 

    You can also request that we delete any messages you send through the chat feature on our homepage when those messages are emailed to us. Request this by emailing info@stayheirloom.com. 

    You may also opt-out of our phone service by texting “STOP” to our contact phone number at which point we will stop messaging you and delete your information on our end.

    VI. Third-party links and content

     Certain aspects of the Service are maintained by third parties that we do not control. We use these third-parties to enhance your experience with the Service. We are not responsible for their privacy practices. Below, please find a description to each of the third-parties that we utilize in the Service as well as a link to their respective privacy policies. We encourage you to review these policies to understand what information is collected by these service providers. 

     

    WordPress

    We created our website with WordPress. Using this third-party has allowed us to create the most efficient and effective website for your use. The WordPress application collects and stores the information that you provide when you use our Contact Form, which is explained more fully in Section II above. However, we are able to modify and delete the information available to us through the WordPress application. Please refer to Section V above if you would like to request deletion. To learn more about WordPress’s privacy practices, please refer to their privacy policy here. 

     

    Tidio Chat

    Tidio Chat provides and facilitates the chat box that is available on our website homepage. Tidio is a chat platform that connects users with Heirloom Guest Communications. When you start the chat, the application collects IP addresses. Further, depending on whether you input your email address, name, or phone number, the application will collect that as well. However, Heirloom does not store this information on our own servers except for the emails we receive when you send a message as previously mentioned. The messages and data exchanged are stored within the Tidio application. For more information, please refer to their privacy policy here. Heirloom is not making use of these messages or data other than to follow up on users’ registered issues or inquiries. If you would like to have this information deleted from the Tidio application we use, please  refer to Section V above.

     

    Guesty 

    Our website also uses Guesty when you book through us. Guesty is an online platform that helps vacation rental hosts automate the process of managing their properties. When you book a stay at one of our properties through our website booking platform, we use Guesty to help facilitate the process. For more information as to what information Guesty collects, please refer to their privacy policy here. 

     

    Stripe

    When you book a stay at one of our properties through the Heirloom website, you will be directed to a billing page to input your billing information and confirm your booking. We use Stripe to facilitate this billing process. When you book, it will ask you to provide your name, email, phone number (optional), a message (optional), and your credit or debit card information and billing details. Heirloom does not store this information. All information is maintained by Stripe. For more information, please refer to their privacy policy here. 

     

    AutoHost

    When you book with us on our website, you will be sent a separate secure link to our Guest Screening Process as described in our Usage Agreement. The Guest Screening Process is facilitated by AutoHost. We use this service as a means to ensure the safety and security of our guests, employees, and properties. AutoHost collects the information that you provide when completing our Guest Screening Process as well as your IP address. Heirloom does not store IP addresses. For more information about the information AutoHost collects, please refer to their privacy policy here.

     

    Vonage

    Vonage is a service provider we use to facilitate all phone call and text message conversations you start with us. We use this provider to streamline our contact phone system and ensure optimization of guest services. This is not an automated system–the Vonage phone line is managed by our Guest Communications team, which is composed of real people prepared to respond to any of your concerns and to ensure your stay at any of our properties is as enjoyable as possible. For more information about the information Vonage collects, please refer to their privacy policy here.

     

    Google Analytics

    Heirloom’s website uses Google Analytics, which is a web analytics service that provides statistics and basic analytical tools for search engine optimization (SEO) and marketing purposes. It is used to track website performance and collect visitor insights. It can help organizations determine top sources of user traffic, gauge the success of their marketing activities and campaigns, discover patterns and trends in user engagement, and obtain other visitor information such as demographics. We use Google Analytics to improve marketing campaigns, drive website traffic, and better retain visitors. For more information about the information Google Analytics collects, please refer to their privacy policy here. 

     

    HotJar

    HotJar is a product experience insights tool that supplies us with behavior analytics and feedback data to ensure that we are providing you with the best experience when you visit our website. HotJar is a complementary service to Google Analytics. We use HotJar to obtain insight on how to construct our website in the most efficient and accessible way possible. For information on what information HotJar collects, please refer to their privacy policy here. 

     

    VII. Children’s privacy

    Heirloom’s Service is not directed to children under 13 (or other age as required by local law), and we do not knowingly or intentionally collect information from children.

    VIII. Cookies

    Heirloom and our third-party website analytics and marketing providers (such as Google) use cookies on the Service. Cookies are packets of information sent by our servers to your web browser and then sent back by the browser each time it accesses our servers. The cookies may contain a variety of information, such as the web pages you have accessed, session durations, and IP addresses. Cookies are used for various purposes, such as to collect statistical information about your use of the Service.

    This information is used to make websites work more efficiently, to provide business and marketing information, and to gather personal data, such as the browser type and operating system, the referring page, the path through the site, the domain of the internet service provider, etc., for the purposes of understanding how visitors use a website. Cookies and similar technologies help us tailor our website to your personal needs, as well as to detect and prevent security threats and abuse.

    When you first visit the website you are provided the option to accept use of marketing and tracking cookies for a three-month period.

    If you wish to block cookies, you may do so through your browser’s settings. You can delete cookies that are already on your computer and you can set your browser to prevent them from being placed going forward. Please refer to the browser’s help menu for further information. However, please bear in mind that disabling cookies may adversely affect your user experience on the Service. To learn more about how to reject cookies, visit www.allaboutcookies.org.

    VIII. Changes to the privacy policy

     This Privacy Policy may be updated from time to time. When updated, the “Last revised” date above will be amended. We will provide you notice of changes through the Service’s interface. Your continued use of the Service constitutes your consent to the amended Policy.

    IX. Contact

    If you have questions about this Privacy Policy, please contact us at compliance@stayheirloom.com.