Privacy Policy

 1. Introduction

Neat Whistler Vacation Rentals Management Ltd., operating as Neat Whistler (“Neat Whistler,” “we,” “us,” or “our”), respects your privacy and is committed to protecting your personal information.

This Privacy Policy explains how we collect, use, disclose, retain, and protect personal information when you:

- Visit NeatWhistler.ca;

- Make or inquire about a direct reservation;

- Use our guest portal or online check-in services;

- Communicate with us by email, telephone, SMS, a booking platform, or another messaging service;

- Complete a rental agreement, identity-verification process, payment form, questionnaire, or guest-registration form; or

- Otherwise use our accommodation and guest services.

We use Hostaway for booking and property management, ChargeAutomation for online check-in, payments, security deposits, and guest-experience services, and Besty AI for guest communications, including SMS messaging and automated guest support.

When you make a booking or complete online check-in, you consent to the general collection, use, and disclosure practices described in this Policy. Consent to receive SMS messages is optional and is obtained separately.

 2. Personal Information We Collect

Depending on how you interact with us, we may collect the following categories of personal information.

 Contact information

This may include your:

- Name;

- Email address;

- Telephone or mobile number;

- Mailing or residential address; and

- Preferred method of communication.

 Reservation and stay information

This may include:

- Reservation dates;

- Property booked;

- Number and names of guests;

- Arrival and departure information;

- Special requests and preferences;

- House-rule acknowledgements;

- Access requirements;

- Communications relating to your stay; and

- Information about incidents, damages, complaints, or support requests.

 Identity-verification information

Where reasonably necessary for identity verification, fraud prevention, guest registration, safety, or compliance with legal requirements, we may collect:

- Government-issued identification or passport information;

- Copies or images of identification documents;

- A photograph or selfie;

- Date of birth;

- Nationality; and

- Other information required by a relevant authority.

 Payment and transaction information

We may collect information relating to:

- Reservation payments;

- Security deposits or damage holds;

- Refunds;

- Taxes and fees;

- Optional services or add-ons; and

- Transaction status and payment method.

Payments are processed using third-party payment providers, such as Stripe or PayPal, depending on the payment method available. We generally do not receive or store complete payment-card numbers in our own systems.

 Rental agreements and form responses

We may collect:

- Electronic signatures;

- Rental-agreement acknowledgements;

- Custom questionnaire responses;

- Online check-in information; and

- Other information you voluntarily provide in connection with your reservation.

 Messages and communications

We may collect and retain communications exchanged through:

- Hostaway;

- ChargeAutomation;

- Besty AI;

- Email;

- SMS or telephone;

- Our website contact form; and

- Connected booking channels or guest-support systems.

This information may include message content, delivery status, dates, times, telephone numbers, email addresses, and records of your communication preferences.

 Website and technical information

When you use our website, we and our website service providers may automatically receive limited technical information, including:

- Internet Protocol address;

- Browser and device type;

- Operating system;

- Referring pages;

- Pages viewed;

- Approximate location derived from an IP address;

- Date and time of access; and

- Cookie or similar technology information.

The information collected depends on the website features, cookie settings, and analytics services in use.

3. How We Collect Personal Information

We may collect personal information:

- Directly from you;

- From another guest or person making a reservation on your behalf;

- Through NeatWhistler.ca;

- Through Hostaway, ChargeAutomation, or Besty AI;

- From a booking channel or travel platform you use;

- From payment, identity-verification, fraud-prevention, or communication service providers; and

- From public authorities where permitted or required by law.

If you provide personal information about another guest, you confirm that you are authorized to provide it and that you have informed the guest about the relevant privacy practices.

 4. How We Use Personal Information

We may use personal information to:

- Respond to inquiries and provide quotes;

- Create, confirm, modify, and manage reservations;

- Verify guest identity;

- Process payments, deposits, refunds, and approved charges;

- Provide check-in information, access codes, directions, house rules, and checkout instructions;

- Communicate about a reservation or stay;

- Provide guest support and respond to questions;

- Prepare and administer rental agreements;

- Prevent fraud, misuse, unauthorized parties, and damage;

- Protect our guests, personnel, properties, and business;

- Meet accounting, tax, insurance, and recordkeeping obligations;

- Comply with lawful requests and applicable legal requirements;

- Investigate complaints, disputes, incidents, or suspected violations;

- Maintain and improve our website, properties, operations, and guest experience;

- Produce aggregated or de-identified business analytics; and

- Carry out other purposes that we identify when the information is collected or that are permitted by law.

We will not use personal information for a materially different purpose without obtaining additional consent where required.

 5. SMS Messaging and Consent

If you voluntarily opt in by selecting the optional SMS consent checkbox and provide your mobile telephone number, you consent to receive text messages from Neat Whistler concerning your reservation and stay.

Messages may include:

- Reservation confirmations;

- Booking reminders;

- Check-in instructions;

- Property access codes;

- Stay-related information and updates;

- Responses to guest questions and support requests; and

- Checkout reminders.

Message frequency varies based on your reservation and your communications with us. Message and data rates may apply.

Consent to receive SMS messages is specific to this messaging program and is not transferable to another messaging program. SMS consent is optional and is not a condition of making a reservation. If you do not consent to SMS, we may communicate with you through email, the booking platform, or another available method.

You may opt out of SMS messages at any time by replying **STOP**. For assistance, reply **HELP**, email [info@neatwhistler.ca](mailto\:info@neatwhistler.ca), or call 604 229 1006.

We will not use your SMS consent to send unrelated marketing or promotional messages unless you provide separate, express consent where required.

 Mobile information sharing

Mobile information will not be sold or shared with third parties or affiliates for marketing or promotional purposes.

Mobile information may be shared only with service providers acting on our behalf for operational purposes, such as property management, customer support, reservation administration, and message delivery. These providers are prohibited from using your mobile information for their own marketing or promotional purposes.

 Carrier disclaimer

Mobile carriers are not liable for delayed or undelivered messages. SMS delivery may be affected by your carrier, device, location, service availability, or other circumstances outside our control.

 6. Consent and Other Permitted Processing

We collect, use, and disclose personal information with your consent, as necessary to provide services you request, or as otherwise permitted or required by applicable law.

Your consent may be express or implied, depending on the sensitivity of the information and the circumstances.

You may withdraw consent for certain uses of your information by contacting us. Withdrawal of consent will not affect processing that occurred before the withdrawal. It may also limit our ability to provide a requested service where the information is reasonably necessary for that service.

 7. How We Share Personal Information

We do not sell personal information.

We may disclose personal information to service providers that help us operate our accommodation and guest services, including:

- Hostaway for booking and property management;

- ChargeAutomation for online check-in, payment-related workflows, security deposits, forms, and guest-experience services;

- Besty AI for guest communications, SMS delivery, automated support, and communication management;

- Payment processors such as Stripe or PayPal;

- Identity-verification and fraud-prevention providers;

- Website hosting, cloud storage, software, analytics, and information-technology providers;

- Accountants, insurers, legal advisers, and other professional advisers; and

- Contractors or property-service providers where the information is reasonably necessary to provide the requested service.

These providers may only receive information reasonably necessary to perform services on our behalf and are expected to protect the information appropriately.

We may also disclose information:

- To comply with applicable laws, regulations, court orders, subpoenas, or lawful government requests;

- To municipal, provincial, federal, or other authorities where guest registration or reporting is legally required;

- To investigate fraud, security incidents, property damage, or suspected unlawful conduct;

- To establish, exercise, or defend legal claims;

- To protect the rights, safety, and property of Neat Whistler, our guests, personnel, or others; or

- As part of a proposed or completed sale, reorganization, financing, or transfer of all or part of our business, subject to appropriate confidentiality protections.

 8. Cookies and Similar Technologies

Our website and booking services may use cookies or similar technologies to:

- Enable essential website and booking functions;

- Remember preferences;

- Maintain security;

- Understand website performance and usage; and

- Support analytics or other features enabled on the website.

Where required, you may be offered a cookie banner or preference controls. Disabling certain cookies may affect website or booking functionality.

 9. Data Security

We use reasonable administrative, technical, and physical safeguards appropriate to the sensitivity of the personal information under our control.

These measures may include:

- Access restrictions;

- Authentication controls;

- Secure transmission methods;

- Confidentiality requirements;

- Service-provider review;

- System monitoring;

- Backup and recovery measures; and

- Procedures for responding to suspected privacy or security incidents.

No website, communication method, or storage system is completely secure. We cannot guarantee absolute security, but we will take reasonable steps to protect personal information and respond to incidents appropriately.

If a privacy or security breach creates a legal notification obligation, we will provide notifications as required by applicable law.

 10. Data Retention

We retain personal information only for as long as reasonably necessary to:

- Complete and administer a reservation;

- Provide guest services;

- Maintain business and transaction records;

- Meet tax, accounting, insurance, and legal obligations;

- Resolve disputes and enforce agreements;

- Prevent fraud and address security incidents; and

- Fulfil the other purposes described in this Policy.

Retention periods vary depending on the type of information, its sensitivity, the reason it was collected, and applicable legal requirements.

When personal information is no longer reasonably required, we will delete it, anonymize it, or securely dispose of it, subject to legal, technical, backup, and recordkeeping requirements.

We may retain aggregated or de-identified information that cannot reasonably be used to identify an individual.

 11. International Processing and Transfers

We operate in British Columbia, Canada, but some service providers may store or process information in other provinces, the United States, or other countries.

As a result, personal information may be subject to the laws of the jurisdiction where it is processed and may be accessible to courts, law-enforcement agencies, or government authorities in that jurisdiction.

We take reasonable steps to select service providers that maintain appropriate privacy and security protections. You may contact us for more information about our use of service providers outside Canada.

 12. Your Privacy Rights

Depending on the applicable law and the circumstances, you may have the right to:

- Ask whether we hold personal information about you;

- Request access to your personal information;

- Ask how your information has been used and disclosed;

- Request correction of inaccurate or incomplete information;

- Withdraw consent for certain future uses;

- Request deletion of information where applicable;

- Object to or request limits on certain processing where applicable; and

- Make a complaint about our privacy practices.

These rights may be subject to legal exceptions. For example, we may need to retain certain information for tax, legal, security, fraud-prevention, or dispute-resolution purposes.

We may ask you to provide information reasonably necessary to verify your identity before processing a privacy request.

To make a privacy request, contact us using the details in the “Contact Us” section below.

 13. Communications Preferences

You may unsubscribe from optional marketing emails by using the unsubscribe method included in the communication or by contacting us.

You may opt out of SMS messages by replying **STOP**.

Even after you opt out of optional communications, we may continue to send non-promotional communications reasonably necessary to administer an existing reservation, respond to your request, address a safety issue, or meet a legal obligation, using an appropriate communication channel.

 14. Children’s Information

Our booking services are intended for adults who are legally able to enter into a reservation agreement.

We do not knowingly ask children to make reservations or independently provide personal information through our website. Information about minors may be provided by a parent, guardian, or responsible adult where reasonably necessary to administer a family or group reservation.

If you believe a child has provided personal information to us without appropriate authorization, please contact us.

15. Third-Party Websites and Services

Our website or communications may contain links to third-party websites or services. We are not responsible for the privacy practices of third parties acting independently from us.

We encourage you to review the privacy policy of any third-party website or service you use.

 16. Changes to This Privacy Policy

We may update this Privacy Policy to reflect changes in our services, technology, service providers, legal obligations, or privacy practices.

The effective date and last-updated date at the beginning of the Policy show when it was most recently revised. Material changes may also be communicated through our website or another appropriate method.

 17. Contact Us

Questions, privacy requests, complaints, and requests to withdraw consent may be directed to:

Privacy Officer

Neat Whistler Vacation Rentals Management LTD., operating as Neat Whistler

P.O. Box 685

Whistler, British Columbia

Canada

Email: info@neatwhistler.ca

Telephone: 604-229-1006

Website: [https://neatwhistler.ca]

We will review and respond to privacy questions or complaints within a reasonable period and in accordance with applicable law.

If you are not satisfied with our response, you may contact the Office of the Information and Privacy Commissioner for British Columbia through [https://www.oipc.bc.ca](https://www.oipc.bc.ca).