Vacation Rentals Assistance Privacy Policy

Privacy Policy

Vacation Rental Assistance, LLC (“VRA”, “we”, “us”, “our”) is the owner of vacationrentalassistance.com (“VRA Website”). Please read this privacy policy carefully as it contains important information on who we are and our information practices, meaning how and why we collect, use, disclose, sell, share, store, and retain your personal information. It also explains your rights in relation to your personal information and how to contact us in the event you have a complaint or request. We collect, use, and are responsible for certain personal information about you.

Personal Information We Collect About You

We may collect and use the following personal information, and we have collected the following categories of personal information about consumers in the past 12 months, that identifies, relates to, describes, is reasonably capable of being associated with, or could reasonably be linked, directly or indirectly, with a particular consumer or household:

  • Identifiers. This includes a real name, alias, postal address, online identifier, Internet Protocol address, email address, account name, social security number, or other similar identifiers;
  • Identifying or Relating Information. Information that identifies, relates to, describes or is capable of being associated with a particular individual, including, but not limited to their name, signature, social security number, physical characteristics or description, address, telephone number, insurance policy number and information, bank account number, credit card number, debit card number, or any other financial information.
  • Account Information. Account log-in, financial account, debit card, or credit card number in combination with any required security or access code, password, or credentials allowing access to an account;
  • Commercial Information. This includes information such as records of personal property, products or services purchased, obtained, or considered, or other purchasing or consuming histories or tendencies;
  • Internet Activity Information. Browsing history, search history, and information regarding a consumer’s interaction with an internet website such as clicked links and content viewed, application, or advertisement; and
  • Geolocation Data. Information such as a customer’s physical location. If you do not provide personal information required to provide our services, it may delay or prevent us from providing our services to you.
How Your Personal Information is Collected

We collect personal information from the following categories of sources:

  • Directly. You, directly in person, by telephone, text, or email, and/or via our website and supporting apps when you make a reservation or use our services;
  • Analytics Software. Collects information such as IP addresses, locations, hardware and software details, clicked links, content viewed as well as user behavior, traffic sources, session statistics, page views, and approximate geolocation;
  • Online travel agencies (“OTAs”). OTAs such as Airbnb, Expedia Group, and others; and
  • Cookies. A cookie is a small file, stored on a user’s hard drive by a website. Its purpose is to collect data relating to the user’s browsing habits. You can choose to be notified each time a cookie is transmitted. You can also choose to disable cookies entirely in your internet browser, but this may decrease the quality of your user experience. We use analytical cookies and third-party cookies.
How and Why We Use Your Personal Information

Under data protection laws, we can only use your personal information if we have a proper reason for doing so, for example:

  • Performance of Contract. For the performance of our contract with you or to take steps at your request before entering into a contract, such as processing and managing reservations, processing payment, and/or updating and enhancing customer records;
  • Legitimate Interests. For our legitimate interests or the legitimate interests of a third party, a legitimate interest is when we have a business or commercial reason to use your information, so long as it is not overridden by your own rights and interests, such as operational reasons, like improving efficiency, training, and quality control, ensuring business policies are adhered to, statistical analysis to help us manage our business; or marketing our services to existing and former customers, third parties who have previously expressed an interest in our services, and third parties with whom we have had no previous dealings;
  • Legal and Regulatory Obligations. To comply with our legal and regulatory obligations, such as ensuring the confidentiality of commercially sensitive information, and/or ensuring safe working practices, staff administration and assessments; and/or
  • Customer Consent. Where you have given consent.
Promotional Communications

We may use your personal information to send you updates (by email, text message, telephone, or post) about our products and services, including exclusive offers, promotions, or new products and services.

We have a legitimate interest in processing your personal information for promotional purposes (see above “How and why we use your personal information”). This means we do not usually need your consent to send you promotional communications. However, where consent is needed, we will ask for this consent separately and clearly.

We will treat your personal information with the utmost respect.

  • You have the right to opt-out of receiving promotional communications at any time by:
  • Mailing, emailing, or calling us at:
    2095 James Ave.
    South Lake Tahoe, CA 96150
    guests@vratahoe.com
    (885) 872 – 8246
  • Using the “unsubscribe” link in emails or “STOP” number in texts.

We may ask you to confirm or update your marketing preferences if you instruct us to provide further products or services in the future, or if there are changes in the law, regulation, or the structure of our business.

Who We Share Your Personal Information With

We currently share your information with service providers and may need to share this information with others in the future. We will only allow these service providers to handle your personal information if we are satisfied they take appropriate measures to protect your personal information. We will also impose contractual obligations on service providers to ensure they can only use your personal information to provide services to us and to you. We also share your personal information in the VRA team to ensure you have the best experience possible. The third parties that we may share your personal information with in the future are:

  • Service Providers. Service providers we use to help deliver our products and services to you, such as payment service providers, online travel agencies, virtual concierge providers, home tech companies to provide door lock codes and the like, travel insurance companies, and group activity companies;
  • Third Parties. Other third parties we use to help us run our business, such as marketing agencies or website hosts and third parties approved by you, including social media sites you choose to link your account to or third-party payment providers;
  • Law Enforcement. We may disclose and exchange information with law enforcement agencies and regulatory bodies to comply with our legal and regulatory obligations.
  • Potential Buyers. We may also need to share some personal information with other parties, such as potential buyers of some or all of our business or during a restructuring. We will typically anonymize information, but this may not always be possible. The recipient of the information will be bound by confidentiality obligations.
Personal Information We Sold or Shared

We have not sold your personal information in the preceding 12 months, and we will not do so without providing you with notice and an opportunity to opt out of such sale.

In the preceding 12 months, we have shared identifying information, identifiers or relating information, and account information with service providers to provide our services. These include service providers which provide service operation software, noise management software, and data analysis programs as outlined above.

Categories of Personal Information We Disclosed for a Business Purpose

In the preceding 12 months, we have not disclosed for a business purpose any personal information that identifies, relates to, describes, is capable of being associated with, or could reasonably linked, directly or indirectly, with a particular consumer or household.

How Long Your Personal Information Will Be Kept

We will keep your personal information while you have an account with us or while we are providing products and services to you. Thereafter, we will keep your personal information for as long as is necessary:

  • To respond to any questions, complaints, or claims made by you or on your behalf;
  • To show that we treated you fairly; or
  • To keep records required by law.

We will not retain your personal information for longer than necessary for the purposes set out in this policy and you will be notified if your personal information is kept for longer than any of the timeframes listed above. When it is no longer necessary to retain your personal information, we will delete it.

California Customers: Your Rights Under the CCPA/CPRA

California residents have the right under the California Consumer Privacy Act of 2018 (CCPA), as amended by the California Privacy Rights Act of 2020 (CPRA), and certain other privacy and data protection laws, as applicable, to exercise free of charge:

  • Disclosure of Personal Information We Collect About You. Personal information is defined as any information relating to an identified or identifiable individual. You have the right to know, and request disclosure of:
    • The categories of personal information we have collected about you, including sensitive personal information;
    • The categories of sources from which the personal information is collected;
    • Categories of third parties to whom we disclose personal information if any; or
    • The specific pieces of personal information we have collected about you.

Please note that under California law, we are not required to:

  • Retain any personal information about you that was collected for a single one-time transaction if, in the ordinary course of business, that information about you is not retained;
  • Re-identify or otherwise link any data that, in the ordinary course of business, is not maintained in a manner that would be considered personal information; or
  • Provide the personal information to you more than twice in a 12-month period.

Disclosure of Information Sold, Shared, or Disclosed for a Business Purpose. In connection with any personal information we may sell, share, or disclose to a third party for a business purpose, you have the right to know:

  • The categories of personal information about you that we sold or shared and the categories of third parties to whom the personal information was sold or shared; and
  • The categories of personal information that we disclosed about you for a business purpose and the categories of persons to whom the personal information was disclosed for a business purpose.

You have the right to opt-out of the sale of your personal information or the sharing of your personal information for the purpose of targeted behavioral advertising. If you exercise your right to opt-out of the sale or sharing of your personal information, we will refrain from selling or sharing your personal information, unless you subsequently provide express authorization for the sale or sharing of your personal information. To opt-out of the sale or sharing of your personal information, please call (855) 872 8246, email guests@vratahoe.com, OR fill out the informational form titled “Contact Reservations” located here: https://www.vacationrentalassistance.com/contact-us/.

  • Right to Limit Use of Sensitive Personal Information. Sensitive Personal Information is personal information revealing a consumer’s social security number, driver’s license, and passport numbers, account numbers, and credentials, precise geolocation, personal information concerning a consumer’s health, sex life, or sexual orientation, contents of a consumer’s mail, email and text messages where the business is not the intended recipient, genetic data, biometric information, or citizenship and immigration status. You have the right to limit the use and disclosure of your sensitive personal information to the use which is necessary to:
    • Perform the services or provide the goods reasonably expected by an average consumer who requests those goods or services;To perform the following services: (1) Helping to ensure security and integrity to the extent the use of the consumer’s personal information is reasonably necessary and proportionate for these purposes; (2) Short-term, transient use, including, but not limited to, non-personalized advertising shown as part of a consumer’s current interaction with the business, if the consumer’s personal information is not disclosed to another third party and is not used to build a profile about the consumer or otherwise alter the consumer’s experience outside the current interaction with the business; (3) Performing services on behalf of the business, including maintaining or servicing accounts, providing customer service, processing or fulfilling orders and transactions, verifying customer information, processing payments, providing financing, providing analytic services, providing storage, or providing similar services on behalf of the business; and (4) Undertaking activities to verify or maintain the quality or safety of a service or device that is owned, manufactured, manufactured for, or controlled by the business, and to improve, upgrade, or enhance the service or device that is owned, manufactured, manufactured for, or controlled by the business; and As authorized by further regulations.

You have a right to know if your sensitive personal information may be used, or disclosed to a service provider or contractor, for additional, specified purposes. To limit the use of your sensitive personal information, please call (855) 872-8246, email guests@vratahoe.com, or fill out the informational form titled “Contact Reservations” located here: https://www.vacationrentalassistance.com/contact-us/.

Right of Deletion. Subject to certain exceptions set out below, on receipt of a verifiable request from you, we will:

  • Delete your personal information from our records; and
  • Direct third parties to whom the business has sold or shared your personal information to delete your personal information unless this proves impossible or involves disproportionate effort.

Please note that we may not delete your personal information if it is reasonably necessary to:

  • Complete the transaction for which the personal information was collected, fulfill the terms of a written warranty or product recall conducted in accordance with federal law, provide a good or service requested by you, or reasonably anticipated within the context of our ongoing business relationship with you, or otherwise perform a contract between you and us;
  • Help to ensure security and integrity to the extent the use of the consumer’s personal information is reasonably necessary and proportionate for those purposes;
  • Debug to identify and repair errors that impair existing intended functionality;
  • Exercise free speech, ensure the right of another consumer to exercise their right of free speech, or exercise another right provided for by law;
  • Comply with the California Electronic Communications Privacy Act;
  • Engage in public or peer-reviewed scientific, historical, or statistical research in the public interest that adheres to all other applicable ethics and privacy laws, when our deletion of the information is likely to render impossible or seriously impair the achievement of such research, provided we have obtained your informed consent;
  • Enable solely internal uses that are reasonably aligned with your expectations based on your relationship with us;
  • Comply with an existing legal obligation; or
  • Otherwise use your personal information, internally, in a lawful manner that is compatible with the context in which you provided the information.

Right of Correction. If we maintain inaccurate personal information about you, you

have the right to request us to correct that inaccurate personal information. Upon receipt of a verifiable request from you, we will use commercially reasonable efforts to correct the inaccurate personal information.

Protection Against Retaliation. You have the right to not be retaliated against by us because you exercised any of your rights under the CCPA/CPRA. This means we cannot, among other things:

  • Deny goods or services to you;Provide a different level or quality of goods or services to you; or Suggest that you will receive a different price or rate for goods or services or a different level or quality of goods or services.

Please note that we may charge a different price or rate or provide a different level or quality of services to you if that difference is reasonably related to the value provided to our business by your personal information. We may also offer loyalty, rewards, premium features, discounts, or club card programs consistent with these rights or payments as compensation, for the collection of personal information, the sale of personal information, or the retention of personal information.

How to Exercise Your Rights

How to Submit a Request. If you would like to exercise any of your rights as described in this Privacy Policy, you can do so here under “Contact Reservations”: https://www.vacationrentalassistance.com/contact-us/. You may also call us at (855) 872-8246 or email us at guests@vratahoe.com. Please note that you may only make a CCPA/CPRA-related data access or data portability disclosure request twice within a 12-month period. If you choose to contact us directly through our website, email, phone, or in writing, you will need to provide us with:

  • Enough information to identify you (e.g., your full name, address and telephone number);
  • If necessary, proof of your identity and address (e.g., a copy of your driving license or passport and a recent utility or credit card bill); and
  • A description of what right you want to exercise with sufficient detail that allows us to properly understand, evaluate, and respond to it.

We are not obligated to make a data access or data portability disclosure if we cannot verify that the person making the request is the person about whom we collected information or is someone authorized to act on such person’s behalf. Any personal information we collect from you to verify your identity in connection with your request will be used solely for the purposes of verification.

Response Timing and Format. We endeavor to respond to a verifiable consumer request within 45 business days of its receipt. If we require more time (up to 90 days), we will inform you of the reason and extension period in writing. We will deliver our written response electronically or by mail. Any disclosures we provide will only cover the 12-month period preceding the verifiable consumer request’s receipt. The response we provide will also explain the reasons we cannot comply with a request, if applicable. For data portability requests, we will select a format to provide your personal information that is readily useable and should allow you to transmit the information from one entity to another entity without hindrance. We do not charge a fee to process or respond to your request unless it is excessive, repetitive, or unfounded. If we determine that the request warrants a fee, we will tell you why we made that decision and provide you with a cost estimate before completing your request.

    If you would like further information, please contact us at guests@vratahoe.com or call us at (855) 872-8246.

    Keeping Your Personal Information Secure

    We have appropriate security measures in place to prevent personal information from being accidentally lost, used, or accessed in an unauthorized way. We limit access to your personal information to those who have a genuine business need to access it. Those processing your information will do so only in an authorized manner and are subject to a duty of confidentiality. We also have procedures in place to deal with any suspected data security breach. We will notify you and any applicable regulator of a suspected data security breach where we are legally required to do so.

    Do Not Track Notice

    Do Not Track (“DNT”) is a privacy preference that you can set in certain web browsers. We do not track the users of the VRA Website over time and across third-party websites and therefore do not respond to browser-initiated DNT signals. We are not responsible for and cannot guarantee how any third parties who interact with the VRA Website and your data will respond to DNT signals.

    Children

    The minimum age to use our website is 18 years of age. We do not knowingly collect or use personal data from children under 16 years of age. If we learn that we have collected personal data from a child under 16 years of age, the personal data will be deleted as soon as possible. If a child under 16 years of age has provided us with personal data their parent or guardian may contact us via email at guests@vratahoe.com, phone at (885) 872-8246, or on our website under “Contact Reservations”: https://www.vacationrentalassistance.com/contact-us/

    Miscellaneous

    The terms outlined in this Privacy Policy are severable and if any clause is found to be invalid, the balance of the policy will remain in effect, valid, and enforceable. Any action in law or equity that may be brought will be brought in El Dorado County, State of California. No amendment to these terms is effective unless it is in writing and signed by both parties.

    Changes to This Privacy Notice

    This Privacy Policy was published on November 19, 2024 and last updated on November 19, 2024. We may amend this Privacy Policy from time to time to maintain compliance with the law and to reflect any changes to our data collection practices. If necessary, we will inform you via email of any changes to this Privacy Policy.

    How to Contact Us

    Please contact us by mail, email, or telephone if you have any questions about this privacy policy or the information we hold about you. Our contact details are shown below:

    Vacation Rental Assistance, LLC
    2095 James Ave.
    South Lake Tahoe, CA 96150
    guests@vratahoe.com
    (885) 872 – 8246

    Do You Need Extra Help?

    If you would like this notice in another format (for example: audio, large print, braille) please contact us (see “How to contact us” above).