Privacy Policy

Overview

This Privacy Policy explains how The East Front Loft (“we,” “us,” or “our”) collects, uses, and protects your information when you book and stay with us through this site. By using the site you agree to the practices described here. We collect only what we need to take a booking, verify eligibility, host your stay, and keep the property secure — and we never sell your information.

Information we collect

• Contact and identity details — your name, email address, and mobile phone number.
• Booking details — your stay dates, the number and type of guests, and any preferences or requests you make (for example, bedding configuration or complimentary snack selections).
• Payment information — card payments are processed by our payment provider, Stripe. We do not receive or store full card numbers; we keep only limited details such as the card brand, the last four digits, the amount, the currency, and a payment reference, used for your receipt and our records.
• Identity and age verification — because this is an adults-only rental with a minimum-age requirement, some bookings must complete an identity check. This is performed by Stripe Identity, which collects a government-issued ID and a selfie directly from you and confirms your identity and age. We receive only the verification result, your name, and a verification reference — we do not receive or store the ID image, the selfie, or your date of birth. See “Identity and age verification” below.
• Access credentials for your stay — to let you in, we generate a door PIN, a WiFi network name and passphrase, and an unlock QR code tied to your reservation, and load them onto the door-lock and WiFi systems we operate on-site at the property.
• Communications — the emails and (with your consent) text messages we send you, messages you exchange with us or with our on-site chat assistant (“Ivy”), and check-in activity (for example, when you retrieve your access instructions).
• Technical data — your IP address and basic device, browser, and usage information, collected automatically to operate, secure, and protect the site from abuse.

How we use your information

• To process and manage your reservation and payment.
• To verify your identity and age and to help prevent fraud, where required for a booking.
• To generate and deliver your check-in instructions, door access code, WiFi details, and unlock QR code.
• To operate our chat assistant and answer questions about your stay and the neighborhood.
• To send you transactional messages by email and SMS about your booking and stay.
• To respond to your questions and provide support.
• To operate, secure, and improve the site, and to meet legal obligations.

Identity and age verification

When a booking requires identity verification, we use Stripe Identity to confirm who you are and that you meet the property’s minimum age. You provide your government-issued ID and a selfie to Stripe directly; Stripe verifies them and tells us only whether verification succeeded, along with your name and a verification reference. The ID image, the selfie, and your date of birth are handled by Stripe under its own privacy policy and are not stored on our systems. We retain a record that your identity was verified so that, if you book again within a limited period, you may not need to repeat the check.

AI chat assistant (“Ivy”)

The site offers an AI chat assistant. Your information is shared with the assistant only when you actively use it — that is, only when you send a message. Nothing about you is sent to the assistant in the background; it receives no data unless and until you choose to chat, whether or not the chat is open.

To generate replies, the messages you send are processed by a third-party AI provider — Anthropic (the Claude model) — which we reach through Cloudflare’s AI Gateway. When you are signed in to your reservation, the assistant is given the details it needs to help you, which may include your first name, your stay dates, and your access credentials (door PIN and WiFi), so it can answer questions about your stay. The public version of the assistant, used before you book, is not given any guest information or credentials.

Your conversation is kept in your browser for the session and is not stored on our servers as a chat history. Please don’t share sensitive personal information in the chat beyond what’s needed to help with your stay.

Neighborhood recommendations and maps

When you ask what’s nearby, or when we show a map card, we use Google Maps Platform (Places, Routes, and Static Maps). These requests are made by our servers and contain your search terms and the property’s location — they do not include your name, contact details, or other personal information. Map and directions links open Google Maps, where Google’s own privacy policy applies.

SMS / text messaging

With your consent, we send transactional text messages related to your reservation and stay (for example, booking confirmations and check-in instructions) using a messaging provider (Twilio).

• By providing your mobile number and opting in, you consent to receive these messages at that number.
• Message frequency varies based on your booking and stay activity.
• Message and data rates may apply.
• Reply STOP at any time to opt out of further messages, or HELP for assistance.
• We do not sell, rent, or share your mobile phone number or SMS opt-in and consent data with third parties or affiliates for marketing or promotional purposes. We share it only with the service providers that help us deliver these messages (such as Twilio), and only to send the messages described above.

How we share information

We never use your information for marketing or advertising, and we never sell or rent it. We share it only as needed to run the booking and stay — with the service providers that operate it on our behalf, and with authorities where required by law. Our service providers include:

• Stripe — payment processing and identity/age verification.
• Lodgix — our booking and property-management system, which holds your reservation and contact details.
• Cloudflare — site hosting and infrastructure, data storage, transactional email delivery, AI Gateway routing for the chat assistant, and bot protection (Turnstile).
• Anthropic — the AI model that powers the chat assistant.
• Google — neighborhood search and maps.
• Twilio — text-message delivery, when enabled.

The door-lock and WiFi systems for your stay run on equipment we operate on-site at the property. Your access credentials are loaded onto that on-premises equipment to let you in — they are not shared with the equipment’s manufacturer.

The property owner and the staff who manage your stay can also access your booking information and access credentials to host you.

Where your information is processed

We and our service providers are based in, and process information in, the United States. If you access the site from elsewhere, your information will be transferred to and processed in the United States.

Data retention

We keep your information for as long as needed to provide the service, comply with our legal and tax obligations, resolve disputes, and enforce our agreements, after which it is deleted or anonymized. Identity verification records are kept only for a limited period to support repeat bookings, and chat conversations are not retained on our servers.

Your choices and rights

Depending on where you live, you may have rights to access, correct, or delete your personal information, or to object to certain processing. To make a request, contact us using the details below. You can opt out of SMS at any time by replying STOP.

Cookies and sessions

We use a small number of strictly necessary cookies and similar technologies to operate the site and keep your session secure — for example, to keep you signed in to your reservation or guest account, and a short-lived cookie that lets the public chat assistant work after a bot check. The management area is protected by Cloudflare Access. We do not use advertising or third-party tracking cookies, and we do not run analytics that profile you across sites.

Bot detection and security (Cloudflare Turnstile)

To protect parts of the site — such as our chat assistant — from automated abuse, spam, and bots, we use Cloudflare Turnstile. Turnstile runs invisibly in the background, without a puzzle or checkbox, and analyzes signals about your device and connection to tell humans from automated traffic. To do this, Cloudflare collects and processes information including your IP address, a TLS/browser fingerprint, your browser’s user-agent, and the site and page the check runs on.

This information is collected and processed by Cloudflare as part of providing the Turnstile service. Your use of Turnstile is subject to Cloudflare’s Turnstile Privacy Policy and Terms of Use.

Security

We use reasonable technical and organizational measures to protect your information. No method of transmission or storage is completely secure, so we cannot guarantee absolute security.

Children

The site is intended for adults booking accommodations and is not directed to children. We do not knowingly collect personal information from children.

Changes to this policy

We may update this Privacy Policy from time to time. We will revise the “last updated” date above when we do.

Contact us

Questions about this policy or your information? Email us at hello@eastfrontloft.com.