Privacy Policy

1.Who we are and what this policy covers

Scarlet Connect, LLC (“Scarlet Connect,” “we,” “us”) operates the website at scarletconnect.com and the Scarlet Connect platform: guest messaging, reputation management and review response, social media management, digital tipping, sales prospecting, credit card authorization, and e-signature tools for hotels (together, the “Service”).

This policy applies to three groups of people:

• Website visitors who browse scarletconnect.com or contact us.
• Customers and their staff: the hotels, hotel groups, and management companies that subscribe to the Service, and the employees and contractors who use it on their behalf.
• Guests: the people whose information a hotel processes through the Service, such as guests who message the hotel, leave a review, or leave a tip.

For guest information, the hotel decides what is collected and why, and we process it on the hotel’s instructions under our Terms of Service. If you are a guest with a question about how a hotel uses your information, contact the hotel directly; we will help the hotel respond.

2.Information we collect

From customers and their staff

• Account information: name, work email address, phone number, role, and the properties you are assigned to. Sign-in is handled through our identity provider, which may include single sign-on with your Google or Microsoft work account.
• Billing information: company name, billing address, and payment details handled by our payment processor. We do not store full card numbers.
• Content you create: review responses, social posts, message templates, notes, settings, and instructions you give the platform’s AI features.
• Support communications: what you send us when you ask for help.

From guests, on behalf of the hotel

• Contact and stay details the hotel provides or that you provide to the hotel: name, phone number, email address, reservation dates, room, and preferences.
• Messages you exchange with the hotel by text message, email, or social messaging through the Service.
• Reviews and survey responses you leave on review sites or in post-stay surveys, and the hotel’s replies.
• Tips you leave for hotel staff: the amount, the staff member or team you chose, and a receipt. Card details go directly to our payment processor and are not stored by us.
• Authorization forms and signatures you complete for the hotel, such as a credit card authorization or an e-signed document, delivered to the hotel’s designated recipient.

From connected third-party platforms

When a hotel connects an outside account to the Service, we retrieve information from that platform with the hotel’s authorization. Facebook and Instagram are described in Section 4; other platforms in Section 5.

Automatically

• Usage and device data: pages viewed, features used, browser type, operating system, IP address, approximate location derived from it, and timestamps.
• Cookies and similar technologies, described in Section 8.

From other sources

• Publicly available business information used in the sales prospecting module, such as the names and business contact details of organizations and their representatives.

3.How we use information

We use personal information to:

• Provide you with the Scarlet Connect website and platform, and any services, support, or information you have requested;
• Deliver the hotel’s messages, review responses, social posts, and tip receipts, and show the hotel the replies, comments, and reviews it receives;
• Draft suggested responses and posts with AI-assisted features, which the hotel reviews before use (Section 6);
• Better understand how our websites and platform are used so we can continually improve the experience;
• Promote the use of our services to hotel customers and share promotional and informational content with them in accordance with their communication preferences;
• Provide other companies with statistical information about our users, in aggregated form that cannot be used to identify any individual;
• Send information to customers regarding changes to our Terms of Service, this Privacy Policy, or other legal agreements;
• Detect, prevent, and respond to fraud, abuse, and security incidents;
• Meet legal requirements.

We do not use guest information to market to guests on our own behalf.

4.Facebook and Instagram data

When a hotel connects its Facebook Page or Instagram professional account to Scarlet Connect, we access the following data through Meta’s APIs, with the hotel’s authorization:

• Page and account information: the name and ID of the Facebook Pages you manage and the Instagram account linked to them, so you can choose which to connect.
• Published content and engagement: posts your Page or Instagram account has published, together with their comments, reactions, and performance metrics, displayed in your Scarlet Connect dashboard.
• Comments and visitor posts: comments and posts guests leave on your Page or Instagram account, shown in your engagement inbox so your staff can respond.
• Messages: Messenger and Instagram conversations sent to your connected accounts, including the sender’s first name, last name, and profile photo, shown only in your hotel’s inbox so staff know who they are talking to.
• Access tokens: the credentials Meta issues when you connect, stored encrypted and used only to perform the actions above on your behalf.

How we use it. This data is used solely to provide the Scarlet Connect dashboard to the hotel that owns the connected accounts: displaying content and conversations, publishing posts your staff compose, and sending replies your staff write. We do not sell this data, share it with third parties, or use it for advertising.

Retention. Meta data is retained while your account connection is active. Disconnecting an account in Scarlet Connect deletes its stored access tokens immediately; synced content tied to the connection is deleted on request.

Deletion. You can request deletion of your Meta data at any time by disconnecting the account in Settings → Social Media, or by contacting support@scarletconnect.com. We also honor deletion requests sent by Meta when you remove the Scarlet Connect app from your Facebook or Instagram settings. These are processed automatically and confirmed with a status code you can check.

5.Other connected platforms

Hotels may also connect Google Business Profile, TripAdvisor, Booking.com, Expedia, Yelp, brand and property-management systems, and messaging or email providers. For each, we retrieve the reviews, ratings, messages, or reservation details the platform makes available to the hotel, and publish the responses the hotel’s staff approve. Each platform’s own privacy policy governs what it collects from you. The hotel can disconnect any platform in its settings, which revokes our access to that platform.

6.AI-assisted features

Parts of the Service use artificial intelligence to draft review responses, social posts, message replies, and images from the hotel’s instructions and content. To do this, we send the relevant content, such as the text of a review or a comment, to third-party AI providers under agreements that restrict them to processing it for us. We do not permit these providers to use your information to train their models. AI output is a suggestion that the hotel’s staff review before it is published or sent.

7.How we share information

We will never sell your personal information to any third party. We share it only:

• With the hotel whose guest you are, or whose staff you are. Guest information is visible to the authorized staff of that hotel and, where the hotel is part of a group, to its management company.
• With service providers that process data for us and on our instructions: cloud hosting, identity and sign-in, text-message and email delivery, payment processing, AI providers, customer-relationship and support tools, and analytics. They may use the information only to provide their service to us.
• With connected platforms at the hotel’s direction, such as when the hotel publishes a response to a review or a post to its Facebook Page through the Service.
• For legal reasons: to comply with law, a court order, or a lawful request; to enforce our agreements; or to protect the rights, safety, or property of Scarlet Connect, our customers, or others.
• In a business transfer: if Scarlet Connect is involved in a merger, acquisition, or sale of assets, information may be transferred as part of that transaction, subject to this policy.
• In aggregated or de-identified form that cannot reasonably be used to identify you.

8.Cookies and analytics

Our website and platform use cookies and similar technologies to keep you signed in, remember your preferences, and understand how the site is used. We use Google Analytics and Google Tag Manager on scarletconnect.com to measure visits; Google’s use of that data is described in its own privacy policy, and you can opt out with the Google Analytics opt-out browser add-on. You can also set your browser to refuse cookies, though parts of the platform may not work without them. We do not respond to browser “Do Not Track” signals.

9.Data retention

• Customer and staff account data is kept for as long as the customer’s subscription is active. After termination, the customer has 30 days to request an export, after which we delete customer data from active systems within a commercially reasonable time.
• Guest data is kept for as long as the hotel’s subscription is active and as the hotel’s settings and contract require. Hotels can delete individual guest records on request.
• Facebook and Instagram data is retained as described in Section 4.
• Backups are overwritten in the ordinary course, and we may retain information longer where the law requires it or where it is needed to resolve a dispute.

10.Security

We protect information with administrative, technical, and physical safeguards designed for the sensitivity of the data: encryption in transit and at rest, encrypted storage of platform access tokens, role-based access limited to the staff who need it, logging, and regular review of our providers. No system is perfectly secure; if we learn of a breach affecting your information, we will notify the affected customer and, where required, you and the relevant authorities.

11.Your choices and rights

• Marketing email: hotel customers can unsubscribe using the link in any marketing message or by contacting us. We will still send service and legal notices.
• Text messages: reply STOP to any text message sent through the Service to stop receiving messages from that hotel.
• Access, correction, and deletion: customers and their staff can update most account information in the platform or by contacting us. Guests should contact the hotel; we will assist the hotel in responding.
• Privacy rights under law: depending on where you live, you may have rights under laws such as the California Consumer Privacy Act and other U.S. state privacy laws, Canada’s PIPEDA, or the GDPR, including the right to know what information we hold, to correct or delete it, to receive a copy, and to object to or restrict certain processing. To exercise them, contact us as described in Section 16. We will verify your request and respond within the time the applicable law allows, and we will not treat you differently for exercising your rights.

12.Deleting your data

You can ask us to delete your personal information at any time by emailing support@scarletconnect.com with the subject “Data deletion request.” Hotel staff can also remove a connected account in Settings, and hotels can delete guest records from the platform. Deletion requests that arrive from Facebook or Instagram when you remove the Scarlet Connect app are processed automatically, as described in Section 4. We confirm each deletion request and complete it within 30 days unless the law requires us to keep the information.

13.Children

The Service is designed for hotel businesses and is not directed to children. We do not knowingly collect personal information from anyone under 16. If you believe a child has provided us with information, contact us and we will delete it.

14.Where data is stored

Scarlet Connect is based in the United States and stores and processes information on servers located in the United States. If you use the Service from outside the United States, your information will be transferred to and processed in the United States, where privacy laws may differ from those in your country. Where required, we rely on appropriate safeguards for those transfers.

15.Changes to this policy

We may update this policy as the Service changes. We will post the revised version at scarletconnect.com/privacy-policy with a new effective date and, for material changes, notify hotel customers by email or in the platform before the change takes effect.

16.Contact us

Scarlet Connect, LLC
1558 Bluewater Way
Charleston, SC 29414
Privacy and deletion requests: support@scarletconnect.com  ·  General: info@scarletconnect.com