Privacy Policy
Effective date: October 9, 2026
Introduction Sugar House Hotel (“we,” “us,” or “our”) respects your privacy and is committed to protecting your personal information. This Privacy Policy explains how we collect, use, disclose, secure, and retain personal information when you interact with our website(s), mobile applications, reservation and booking systems, property operations, marketing communications, loyalty programs, and other services (collectively, “Services”). By using our Services, you consent to the practices described in this policy.
Scope This Privacy Policy applies to personal information collected by Sugar House Hotel in the United States and related territories. It does not apply to information collected by third parties, including other websites, applications, or services that may link to or be linked from our Services. Separate policies may apply for franchisees, partners, or third-party-managed properties.
Information We Collect We collect the following categories of personal information:
Contact and identity information: name, mailing address, email address, phone number, date of birth (when needed for identity verification), and government identification details (e.g., driver’s license or passport number) where required for check-in, regulatory compliance, or age verification.
Booking and stay information: reservation details, arrival and departure dates, room preferences, special requests, payment and billing information, transaction history, folio charges, and loyalty or rewards account data.
Financial information: payment card details, billing address, and other payment-related data submitted to process charges. Payment card details are processed by our payment processors and are not retained by us except as permitted by law or for specific business purposes.
Communications and preferences: marketing preferences, consent choices, communications you send to us, feedback, reviews, and survey responses.
Device and usage data: IP address, device identifiers, browser type, operating system, pages visited, referral and exit pages, clickstream data, and other diagnostic and usage information collected via cookies and similar technologies.
Location information: approximate location derived from your IP address or precise location if you enable location services on a mobile device and grant permission.
Health and accessibility information: limited health information you provide (for example, for accessibility requests, medical needs, or in response to public health requirements).
Camera and security data: images or video captured by property security cameras for safety and loss prevention, and photographs you provide (e.g., for social media or identification).
Third-party information: information obtained from third parties such as travel agents, corporate travel managers, payment processors, social media platforms, publicly available sources, or data providers.
How We Collect Information We collect information in several ways, including:
Directly from you when you make reservations, register for accounts, check in, complete forms, communicate with us, sign up for marketing, participate in surveys or promotions, or otherwise provide information.
Automatically when you use our Services through cookies, web beacons, log files, and similar technologies.
From third parties such as travel agencies, corporate travel booking tools, social networks, public sources, loyalty partners, marketing partners, and service providers.
From on-property sources, including front desk systems, property management systems (PMS), point-of-sale (POS) terminals, security cameras, and Wi-Fi systems.
Use of Personal Information We use personal information for the following purposes:
To provide, operate, and improve our Services, process reservations and payments, manage stays, deliver room and amenity requests, and fulfill contractual obligations.
To communicate with you about reservations, confirmations, changes, billing, customer service inquiries, and property operations.
To send marketing communications and promotions where you have opted in or where permitted by law; to personalize offers and content.
To operate and administer loyalty or rewards programs.
To detect, investigate, and prevent fraud, unauthorized activity, or other illegal activities, and to protect our rights, property, guests, and staff.
To comply with legal obligations, government requests, and public health or safety requirements.
To analyze usage trends, improve user experience, measure performance, and support business planning and analytics.
To respond to requests, disputes, or complaints and to enforce our policies and agreements.
For other purposes disclosed at the time of collection or with your consent.
Legal Bases for Processing (where applicable) When Processing your personal data under privacy laws that require a legal basis (such as the US state privacy laws or EU GDPR when applicable), our legal bases include:
Performance of a contract: processing necessary to fulfill a reservation, provide Services, or perform contractual obligations.
Legitimate interests: for business operations, fraud prevention, security, marketing analytics, product development, and legal compliance, provided those interests are not overridden by your rights.
Consent: where we ask for