Privacy Policy
1. Introduction
West Bethel Motel ("we," "our," or "us") respects your privacy and is committed to protecting your personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you interact with us through our website, Facebook Messenger, WhatsApp, or our booking platform.
2. Information We Collect
2.1 Information You Provide Directly
- Booking Information: Name, email address, phone number, dates of stay, room preferences, number of guests, special requests
- Payment Information: Credit card details (processed securely through Stripe)
- Account Information: If you create an account, username and password
- Communication: Messages you send us through email, phone, Facebook Messenger, WhatsApp, or Google Chat
2.2 Social Media Information
- Facebook Data: When you message us via Messenger or login with Facebook, we collect your Facebook User ID, name, profile picture, and email (if provided)
- WhatsApp Data: When you message us via WhatsApp, we collect your phone number, name, and message content
- Google Data: When you login with Google, we collect your Google ID, name, email, and profile picture
2.3 Automatically Collected Information
- Usage Data: Pages visited, features used, time spent on site, referral source
- Device Information: Browser type and version, operating system, device type, IP address
- Cookies: Session cookies, authentication cookies, preference cookies
3. How We Use Your Information
We use your information for the following purposes:
- Booking Management: Process reservations, confirm bookings, assign rooms
- Communication: Send booking confirmations, check-in reminders, door codes, receipts, and respond to inquiries
- Customer Support: Answer questions, resolve issues, provide assistance during your stay
- Service Improvement: Analyze usage patterns, improve our platform, develop new features
- Marketing: Send promotional offers, room availability updates (with your consent)
- Legal Compliance: Comply with legal obligations, resolve disputes, enforce our terms
4. How We Share Your Information
We do NOT sell your personal information. We may share your information with:
4.1 Service Providers
- Payment Processing: Stripe (for secure credit card processing)
- Email Services: Gmail/Google Workspace (for email communication)
- Messaging Platforms: Meta/Facebook (Messenger), WhatsApp, Google Chat
- AI Services: OpenAI (for automated responses and language translation)
- Analytics: Usage analytics for service improvement
4.2 Legal Requirements
We may disclose your information when required by law or to:
- Comply with legal processes (subpoenas, court orders)
- Protect our rights, property, or safety
- Protect the rights, property, or safety of our customers
- Investigate fraud or security issues
4.3 Business Transfers
If we are involved in a merger, acquisition, or sale of assets, your information may be transferred as part of that transaction.
5. Facebook Messenger Integration
5.1 What We Collect
When you message us on Facebook Messenger:
- Facebook User ID (unique identifier)
- Your name and profile picture
- Message content and timestamps
- Interaction data (buttons clicked, quick replies selected)
5.2 How We Use Messenger Data
- Identify you to maintain conversation context
- Respond to your booking inquiries and questions
- Send booking confirmations and updates
- Provide automated responses via AI assistant
- Route complex questions to human staff
5.3 Facebook Permissions
We request the following Facebook permissions:
- pages_messaging: To send and receive messages with you on Messenger
- pages_read_engagement: To view messages you send to our page
- pages_manage_metadata: To set up automated responses and webhooks
- pages_manage_posts: To share room availability and special offers on our page
5.4 Facebook Platform Policy
We comply with Facebook's Platform Policy and use Facebook data only as described in this policy.
6. WhatsApp and SMS Integration
6.1 WhatsApp
When you message us on WhatsApp:
- We receive your phone number, name (from your WhatsApp profile), and message content
- We use this to identify you and respond to booking inquiries
- Messages are sent via WhatsApp Cloud API (provided by Meta)
- We comply with WhatsApp Business Policy
- You can opt-out by sending "STOP" via WhatsApp
6.2 SMS Text Messaging
When you provide your phone number during booking:
- Phone Number: (207) 220-3501 (Twilio SMS service)
- Message Types: Booking confirmations, check-in reminders, door codes, payment receipts
- Frequency: Varies based on your booking (typically 2-4 messages per reservation)
- Consent: By providing your phone number, you consent to receive transactional SMS messages
- Opt-Out: Reply STOP to any message to unsubscribe
- Help: Reply HELP for assistance or contact us at (207) 836-3575
- Rates: Message and data rates may apply per your carrier plan
- Privacy: We use Twilio for SMS delivery. See Twilio's Privacy Policy
7. Data Security
We implement industry-standard security measures to protect your information:
- Encryption: HTTPS for all web traffic, encrypted database storage
- Authentication: Secure login with OAuth 2.0, password hashing
- Access Controls: Role-based access, admin authentication required
- Regular Updates: Security patches, software updates
- Monitoring: Security alerts, intrusion detection
Note: No method of transmission over the Internet is 100% secure. While we strive to protect your information, we cannot guarantee absolute security.
8. Data Retention
We retain your information for as long as necessary to fulfill the purposes described in this policy:
- Booking Data: 7 years (accounting and tax requirements)
- Messages: 2 years or until you request deletion
- Account Data: Until you delete your account
- Analytics: Anonymized data may be retained indefinitely
9. Your Rights and Choices
9.1 Access and Correction
You have the right to:
- Request a copy of your personal data
- Update or correct inaccurate information
- Request data in a portable format
9.2 Deletion
You may request deletion of your data at any time. We will delete your information within 30 days, except where we must retain it for legal or accounting purposes.
9.3 Opt-Out
- Marketing Emails: Click "unsubscribe" in any email
- Messenger: Block our page or send "STOP"
- WhatsApp: Send "STOP" to our number
- Cookies: Adjust browser settings to refuse cookies
9.4 Do Not Track
We respect Do Not Track (DNT) browser settings and do not track users across websites.
10. Cookies and Tracking
We use cookies to:
- Essential Cookies: Maintain login sessions, security features (required)
- Preference Cookies: Remember your language, room preferences
- Analytics Cookies: Understand how you use our site
You can control cookies through your browser settings. Disabling essential cookies may affect site functionality.
11. Third-Party Links
Our website may contain links to third-party websites (Facebook, Stripe, etc.). We are not responsible for the privacy practices of these external sites. Please review their privacy policies.
12. Children's Privacy
Our services are not directed to children under 13 years of age. We do not knowingly collect personal information from children. If you believe we have inadvertently collected information from a child, please contact us immediately.
13. International Users
If you are accessing our services from outside the United States, please be aware that your information may be transferred to, stored, and processed in the United States where our servers are located. By using our services, you consent to this transfer.
14. California Residents (CCPA)
If you are a California resident, you have additional rights under the California Consumer Privacy Act:
- Right to know what personal information is collected
- Right to know if we sell or share personal information (we don't)
- Right to delete personal information
- Right to non-discrimination for exercising your rights
Contact us at frontdesk@westbethelmotel.com to exercise these rights.
15. European Users (GDPR)
If you are in the European Economic Area, you have rights under the General Data Protection Regulation:
- Right to access your personal data
- Right to rectification of inaccurate data
- Right to erasure ("right to be forgotten")
- Right to restrict processing
- Right to data portability
- Right to object to processing
- Right to withdraw consent
Our legal basis for processing is: contract performance, legitimate interests, and consent.
16. Changes to This Policy
We may update this Privacy Policy periodically to reflect changes in our practices or legal requirements. We will notify you of significant changes by:
- Posting a notice on our website
- Sending you an email notification
- Sending a message via Messenger/WhatsApp
The "Last Updated" date at the top indicates when changes were made. Your continued use after changes constitute acceptance of the updated policy.
17. Contact Information
18. Compliance
This Privacy Policy complies with:
19. Consent
By using our services, you consent to the collection and use of information as described in this Privacy Policy. If you do not agree, please do not use our services.