1. To Provide Superior Customer Service to our Guests
Personal Information is collected to assist us in making your reservation and providing the services you request; to ensure we meet your needs while you are staying with us and/or to allow us to contact you in relation to matters that arise from your stay with us. By keeping certain stay related Personal Information on file, such as information regarding guest history and itemized spending, guests of Sun Mountain Lodge have the ability to confirm prior transactions and reconcile statements or invoices.
2. To Keep Our Guests and Owners Informed
We may use the Personal Information you provide to send you newsletters regarding our property and to advise you of promotions or to inform you of offers or other information that may be of interest to you. In order to do this, your information may be shared with a third party, including a marketing and communications company. These companies are under contract with Sun Mountain Lodge and are contractually required to protect all guest information to which they have access. If you do not wish to receive information from Sun Mountain Lodge, you may indicate your wishes on your registration card when you stay with us or you may advise us by email at: firstname.lastname@example.org
3. For Marketing Research
Finally, we may wish to contact guests to conduct surveys or focus groups to receive your views of our property and service delivery. Such information may be collected by a third party under contract with us and they will be contractually required to protect your Personal Information as explained below. Occasionally we will combine information from a number of guests to better understand trends and guest expectations. When this occurs, all identifiers are removed and the aggregate information cannot be linked to any particular guest.
Our Web Site
A. Initially by visiting our website
When you visit our web site, you are initially given a “cookie”, and your computer is assigned an ID number. A cookie is a commonly used device that tracks an individual user’s preferences, and is capable of enhancing your visit to the site. Cookies allow us to provide a customized experience without the visitor having to remind us of his or her preferences each time she or he visits our site. Our cookies do not contain any personally identifying information. Sun Mountain Lodge cookies DO NOT follow visitors after leaving our web site.
Once you have visited our web site and accepted our cookie, your ID number is automatically assigned to your computer whenever you visit our web site. Despite the fact that you remain anonymous until you enter Personal Information in the web site, the ID number allows us to log your session, so that we may better assist you should you need some individualized service or support. Once you enter Personal Information on the web site, we associate your ID number with your contact information so we can recognize you on a future visit. We also use it to keep track of information that appears to be of particular interest to you.
B. While Browsing Our Web Site
While in the process of browsing our web site, you also provide us with information that does not reveal your personal identity. We use this aggregated, anonymous data mainly for editorial purposes, but we do not connect it to any Personal Information, such as your name or address.
While you explore our web site for the information that interests you, you may wish to put in a specific “Information Request” or you may wish to participate in one of our on-line surveys or promotions. To respond to this request or to participate in our various programs, we may ask you for Personal Information, such as your name, zip/postal code, e-mail address, and phone number.
If you wish, you may also submit your e-mail address in order to be placed on a subscription list or to receive other information. You will be placed on these lists only when you indicate your desire to be included. In deciding whether or not to join such lists, please note that they are only used for internal purposes – we do not sell or rent our lists to anyone. In the event you choose to join one of our lists, you may ask to be removed from the list at any time. Visitors will always have the ability to accept or decline any form of communication from Sun Mountain Lodge.
When Making a Reservation
A. On Our Web Site
Your credit card number will be verified using a checking sequence. Once your reservation is confirmed, Sun Mountain Lodge will notify you of the confirmation and provide a confirmation number. Due to the personal nature of the information you give when making a reservation through our web site, we have taken every precaution to ensure that our reservation system is secure. Your credit card number is protected with the most sophisticated encryption technology available and is transmitted on a private network.
We also receive a copy of the reservation profile at our web site excluding your credit card number connected to your ID number. We will then use that information to create a log in our web site database.
We also occasionally combine information from a number of web visitors in a way that does not identify any user, in order to identify user patterns.
B. During your stay at a Hotel or Resort
During your stay, we record your itemized spending to properly assemble your folio, which sets out your room rate and other expenses billed to your room. We also record this information to comply with financial reporting requirements, including those imposed by our auditors and government regulators. We may also collect certain information as required by local laws (e.g. passport number). Information particular to your stay may also be stored (i.e. health issues, payment difficulties, special requests, service issues).
In addition, we may retain the content of any document (including letters, comment cards, electronic documents such as e-mails and other similar forms of communication) that you send us before, during or following your stay. This information may be shared with employees of the hotel but will not be shared with any third party.
In Our Marketing Database
Sun Mountain Lodge maintains a database of guest information which is used for marketing, promotion and research purposes. Guests ners will only receive such information if they have provided permission on their Hotel registration form, on the Sun Mountain Lodge web site, or in some other form. Any information sent provides a clear notice of how to discontinue receiving promotional materials.
When you log-in to complete or modify a Booking Profile, Guest Service Profile, your online interaction with us is protected from eavesdropping using the highest level encryption technology based on the browser you use. In order to ensure your privacy and the protection of information you choose to share with us, we allow only encrypted communications from all of our web forms.
It is important to note that any e-mail communication is not secure. This is a risk inherent in the use of e-mail. Please be aware of this when requesting information or sending forms to us by e-mail (for example, from the Contact Us section of our web site). We recommend that you do not include any confidential information (i.e. credit card information) when using e-mail. For your protection, our e-mail responses to you will not include any confidential information.
Finally, to be prudent, please be sure to always close your browsers when you are done using a form or the reservation site. Although the session will terminate after a short period of inactivity, it is best to close your browsers immediately upon completion, since while you are logged on it is easier for someone to attempt to get access to your profile.
If you are invited and elect to create a Guest Profile on our web site, you will be asked to furnish specific Personal Information. You will also be asked to provide a password for use each time you log-in. Once you have created a Guest Profile, we may add online session data to your Guest Profile on subsequent visits to our website. When you provide information, including revised information to your Guest Profile, we may use the information you provide to update other databases maintained by us.
We will only share Personal Information about you outside Sun Mountain Lodge without your consent, where: (a) it is required or authorized by law (for example, in response to a legal subpoena); (b) it is required to provide you with services you have requested in which case you will be considered to have implied your consent (i.e. car rental); (c) if your stay has been paid for by a third party we will provide billing information to the paying party; (d) if you have failed to pay amounts owed to a property.
If Sun Mountain Lodge suspects any unlawful activity is taking place, it may investigate and/or report its findings or suspicions to the police or other relevant law enforcement agency.
We understand that you may like to know what Personal Information we hold about you. We are happy to assist you with your request. To protect your Personal Information, however, we require that you prove your identity to us at the time your request is made. You may make a request to the Reservations Manager at Sun Mountain Lodge.
When you make a request in person, we will require you to produce some form of photo identification such as a passport or a driver’s license and you will be asked to sign a request form.
Where you make a request by other means, we require the request be made in writing via fax or letter including a copy of a government issued identification and signature. We also require home and business addresses and phone numbers so we can check them with our files and satisfy ourselves as to your identity.
The above information is required to create an audit trail of how the request has been handled. Where a request is made, any correspondence or application may be kept and added to your Personal Information.
Sun Mountain Lodge reserves the right to decline access to your Personal Information under certain circumstances. If your Personal Information will not be disclosed, you will be provided with the reasons for this non-disclosure.
If at any time you wish to update your Personal Information, you may request to do so by contacting our Reservations department:
- via e-mail at email@example.com
- via letter – Attention: Reservations Manager
P.O. Box 1000
Winthrop, WA 98862
Or you may visit our web site at www.sunmountainlodge.com
Sun Mountain Lodge
P.O. Box 1000
Winthrop, WA 98862