Pentice
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Legal

Privacy Policy

Draft · July 2026

1. What we collect

  • Booking details. Name, email, phone (optional), stay dates, party size, and your booking history with us.
  • Inquiries. What you send through our contact, group quote and “talk to a person” forms: your name, email, phone, dates, party size, budget and message.
  • Payment. Your card is collected by Stripe directly in your browser. Pentice never receives or stores card numbers. We receive only a payment token and the charge outcome.
  • Concierge chat. Messages you send to the booking concierge, and the trip preferences you describe in them.
  • How you found us. The ad, campaign or website that brought you here (UTM tags, ad click IDs and the referring page) and the first page you opened.
  • Usage. Pages viewed and booking steps, your IP address in hashed form for abuse prevention, and the cookies listed in section 4.

2. How we use it

  • To price, hold, confirm, and manage your booking.
  • To run the concierge. Chat messages are processed by an AI model provider to generate responses and search results. Chats are not used to train models on our instruction.
  • To answer your inquiry, and to hand you to a human host when you ask. This shares your name, contact details, and conversation context with the host team.
  • To send you offers, only if you asked for them. You can unsubscribe at any time.
  • To measure which ads and channels lead to bookings, so we stop paying for advertising that does not work.
  • To keep the Service safe: rate limiting, bot and fraud checks.
  • To improve the Service using aggregate usage analytics.

3. Who we share it with

We do not sell your personal information. We share it only with the service providers that operate the Service on our behalf:

  • our property-management platform (reservations and host messaging),
  • Stripe (payment processing),
  • our customer-relationship and email provider (to manage your bookings and inquiries and, if you asked for them, send you offers),
  • an AI model provider (concierge responses),
  • Google (Google Analytics, Google Tag Manager and Google Ads), to count visits and learn which ads led to a booking. When you book, we send Google Ads your email address in hashed form so it can match the booking to an ad click,
  • our product analytics and error-monitoring services,
  • and authorities where the law requires it.

We also share booking information with Meta to measure our ads on Facebook and Instagram. When you book, we send Meta the booking value, your email and phone in hashed (scrambled) form, and the Meta cookie IDs from your browser. Meta uses them to tell whether an ad led to your booking and to show our ads to people more likely to book. Meta handles this data under its own privacy policy.

4. Cookies and tracking

We use these cookies and similar technologies:

  • Concierge session. Keeps your concierge conversation together and helps prevent abuse.
  • Analytics. Google Analytics and our product analytics tool count pages viewed and booking steps.
  • Ad measurement. Google tags and the Meta pixel record whether a visit that started from an ad ended in a booking. The Meta pixel sets the _fbp and _fbc cookies.
  • Customer relationship. Our CRM provider records the first page you open on each visit and the forms you submit, so your inquiry reaches the right person with its context.

You can block or delete cookies in your browser settings. Booking still works without the analytics and ad-measurement cookies.

5. Retention

  • Booking records are kept as long as needed for tax, accounting, and dispute purposes.
  • Concierge chat transcripts are deleted after 30 days.
  • Inquiry and contact records are kept while we have a booking relationship with you, and deleted when you ask.
  • Analytics data is kept for up to 14 months, then deleted or anonymized.

6. Your choices

You can ask us to show you, correct, or delete the personal information we hold about you, subject to what we must keep by law. You can unsubscribe from offers through the link in any offer email. Depending on where you live, you may have additional statutory rights. We honor verified requests regardless.

7. Contact

For any privacy request, email help@pentice.com, or message us through the concierge on the booking page and ask for a host. We will route it to the right person.