Privacy Policy

We collect information that you provide to us directly, and a limited amount of information collected automatically when you browse our site.

Information you provide

• Booking details. When you reserve a suite or the full estate, we collect your first and last name, email address, phone number, the suite and dates you selected, guest count, any special requests, and payment information processed through Stripe.
• Monthly parking signup. If you reserve a monthly parking spot, we collect your name, email, phone, desired start date, vehicle license plate, registration state, and vehicle make, model, and color.
• Contact form submissions. When you reach out through our contact form, we collect the name, email, and any other information you choose to share (dates, group size, inquiry type, message).
• Chat messages. Messages you send through the on-site chat widget are stored on our servers and bridged via SMS to our team so we can respond. See “Service providers” below for specifics.

Information collected automatically

• Usage and device data. When you browse our site, we receive standard server logs including your IP address, browser type, pages visited, and timestamps.
• Analytics. We use Ahrefs Web Analytics to understand how visitors use our site. Ahrefs’ script is cookieless and does not track you across websites.
• Chat session identifiers. The chat widget stores a random session identifier in your browser’s local storage so we can associate messages in the same conversation.

We use the information we collect to:

• Process reservations, payments, and parking signups.
• Confirm bookings, send check-in details, share arrival instructions, and notify you of renewals or changes.
• Respond to inquiries submitted through our contact form or chat widget.
• Operate, maintain, and improve the website and our lodging and parking services.
• Prevent fraud, abuse, and other unauthorized activity (for example, rate-limiting the chat widget by IP and session).
• Comply with our legal and tax obligations.

We share personal information with a small number of third-party service providers, each only to the extent needed to deliver the service.

• Stripe. Handles all payment processing for suite bookings and parking subscriptions. Your card details are entered directly on Stripe’s embedded checkout and are not stored on our servers.
• Hospitable. Manages our live suite availability, pricing, and reservation creation. Booking details are synced to Hospitable so we can honor your stay across platforms.
• Resend. Sends booking confirmations, parking receipts, admin notifications, and password reset emails from our team addresses.
• Twilio and Quo (formerly OpenPhone). Bridge the on-site chat widget to our business phone line so the team can reply to you in real time. Message content and timing are processed by both services.
• Neon and Vercel. Host our database and website infrastructure, respectively.
• Ahrefs Web Analytics. Aggregates cookieless traffic statistics so we can improve the site.
• Google. Embeds map and reviews on our pages. Google collects information according to its own privacy policy when those embeds load.

We do not sell or rent your personal information to third parties.

We use a small amount of client-side storage to run the site. This includes a session identifier for the chat widget (stored in local storage, not a cookie) and authentication cookies for the admin dashboard. We do not use advertising or cross-site tracking cookies. The analytics script we use is cookieless.

We retain booking, parking, and payment records for as long as necessary to deliver the service and meet our tax, accounting, and legal obligations. Chat session content is retained for up to 12 months unless you request earlier deletion. Contact form submissions are retained for as long as needed to respond and, where we proceed to a booking, for the duration of that relationship.

Depending on where you live, you may have rights under data protection laws such as the California Consumer Privacy Act (CCPA) or the General Data Protection Regulation (GDPR), including the right to:

• Know what personal information we hold about you.
• Request a copy, correction, or deletion of your personal information.
• Opt out of marketing communications at any time (we do not send marketing emails by default).
• Ask us to restrict how we use your information or to object to certain uses.

To exercise any of these rights, email us at stay@3rdandoak.com. We will respond within a reasonable timeframe and may ask you to verify your identity before fulfilling your request.

Our site and services are intended for adults booking travel or parking. We do not knowingly collect personal information from children under 13. If you believe a child has provided us with personal information, please contact us and we will delete it.

We use industry-standard security measures to protect your information, including TLS encryption for all traffic, encrypted environment variables for secrets, hashed passwords for administrative accounts, and signed webhooks for all payment and SMS events. No system is perfectly secure, and you share information with us at your own risk.

We may update this Privacy Policy from time to time. When we do, we will revise the “Last updated” date at the top of this page. Material changes will be announced on the site or by email to guests with active reservations.

Questions about this Privacy Policy or your information? Reach out:

• Email: stay@3rdandoak.com
• Phone: (910) 444-2730
• Mail: 315 S 3rd Street, Wilmington, NC 28401