Privacy Policy

This Privacy Policy describes how Hotel Serendipity ("we", "us", or "our") collects, uses, and protects personal information when you visit https://hotelserendipity.com, make a reservation, contact us, or communicate with us via WhatsApp or other channels.

1. Who we are

Hotel Serendipity 1809 Playa Road, Tortuguero Limón Province, Costa Rica 70206 Phone: +506 7230 1518 Email: "hotel@hotelserendipity.com"

2. Information we collect

We may collect the following types of information:

• Booking information: name, email address, phone number, nationality, passport details (when required for check-in), stay dates, room preferences, and payment-related information processed by our payment providers.
• Contact information: details you provide when using our contact form, email, phone, or WhatsApp.
• WhatsApp messages: message content, phone number, and delivery metadata when you communicate with us using WhatsApp Business messaging.
• Website usage: basic technical data such as browser type, pages visited, and referral source, collected through standard web server logs and analytics where enabled.

3. How we use your information

• Process and manage hotel reservations, payments, and guest services.
• Respond to inquiries, provide pre-arrival information, and coordinate tours and transfers.
• Send booking confirmations, welcome messages, and operational updates related to your stay.
• Improve our website, guest experience, and internal hotel operations.
• Comply with legal obligations applicable in Costa Rica and to our business operations.

4. WhatsApp and Meta platforms

We use the WhatsApp Business Platform (provided by Meta) to communicate with guests about reservations and services. When you message us on WhatsApp, your phone number and message content are processed according to this policy and also subject to WhatsApp's Privacy Policy and Meta's Privacy Policy. We do not sell your personal information to third parties.

5. Sharing with service providers

We may share information with trusted service providers who help us operate our business, such as payment processors (e.g. Stripe), booking and property management systems, email delivery services, and cloud hosting providers. These providers are permitted to use your information only to perform services on our behalf.

6. Data retention

We retain personal information for as long as needed to fulfill the purposes described in this policy, including maintaining booking records, guest communication history, and legal or accounting requirements.

7. Your rights and choices

You may request access to, correction of, or deletion of your personal information where applicable by contacting us at "hotel@hotelserendipity.com". You may stop receiving WhatsApp messages from us at any time by letting us know in chat or by email.

8. Security

We use reasonable administrative, technical, and organizational measures to protect personal information. No method of transmission over the internet is completely secure, and we cannot guarantee absolute security.

9. Children

Our hotel is adults-only. We do not knowingly collect personal information from children under 18.

10. Changes to this policy

We may update this Privacy Policy from time to time. The effective date at the top of this page will reflect the latest revision.

11. Contact us

For privacy-related questions, contact us at "hotel@hotelserendipity.com" or visit our contact page.