Privacy Policy

Last updated: June 1, 2026

This Privacy Policy describes how Hotel Luz (“Hotel Luz,” “we,” “us,” or “our”), operated by 660 Calle Monserrate LLC, collects, uses, and shares personal information when you visit hotelluzpr.com (the “Site”), book a stay, chat with our concierge, or otherwise interact with us. By using the Site, you agree to this policy.

Who we are

Hotel Luz is a boutique hotel in Santurce, San Juan, Puerto Rico. For any privacy question or request, contact us at admin@hotelluzpr.com. 660 Calle Monserrate LLC is the party responsible for your personal information under this policy.

Information we collect

Information you give us

Booking details — your name, email, phone number, arrival and departure dates, number of guests, room selection, arrival time, and any add-ons or requests you make.
Payment information — card payments are processed by our payment provider, Stripe. We do not see or store your full card number; we receive only confirmation of payment and limited details (such as the card brand and last four digits) needed to manage your reservation.
Concierge conversations — messages you send to Luz, our AI concierge, and any information you choose to share in them.
Contact and inquiries — your name, email, and message when you use our contact form or email us.
Door-code verification — the email address you use to retrieve your room access code, which we match against your reservation.

Information collected automatically

Server and device data — when you visit the Site, our servers log basic technical information such as your IP address, browser type, and the pages you view, for security and to keep the Site running.
Functional storage — we use first-party browser storage to remember things like your recent concierge conversation and whether you’ve dismissed a banner. See Cookies & similar technologies below.

We do not use advertising trackers or third-party analytics cookies on this Site.

How we use your information

To process and manage your reservation, payment, and stay.
To operate the AI concierge and answer your questions, in English and Spanish.
To send booking confirmations, receipts, door codes, and service messages related to your stay.
To send a direct-booking discount code when you request one.
To respond to your inquiries and provide guest support.
To prevent fraud, secure the Site, and comply with legal obligations.

Text messaging & SMS

If you give us your mobile number — when you book, use our contact form, or text our hotel line at (787) 523-8431 — we may send you text messages (SMS) related to your stay. These include booking confirmations, check-in and door-code details, reminders, and replies to questions you send us. Some replies are generated by Luz, our automated AI concierge.

Consent. By providing your mobile number, or by texting us first, you consent to receive service and customer-care SMS messages from Hotel Luz. Consent is not a condition of booking or of any purchase.
Message frequency. Varies — we message you in connection with a reservation or in response to your texts. We do not send recurring marketing blasts.
Rates. Message and data rates may apply, depending on your mobile carrier and plan.
Opt out. Reply STOP to any message to stop receiving texts, or HELP for help. You can also email admin@hotelluzpr.com.

No mobile information — including your phone number and your SMS opt-in and consent data — is shared with third parties or affiliates for their marketing or promotional purposes. We share the limited information needed to deliver our own messages only with the provider that carries them for us (Twilio). Our text program is described in full in our SMS Terms.

We do not sell your personal information. We share it only with service providers who help us run the hotel and the Site, and only as needed to provide their service:

Stripe — payment processing.
Hostaway — reservation and availability management.
Groq — the AI model that powers concierge replies. Your concierge messages are processed to generate a response.
Resend — sending transactional email (confirmations, codes).
DigitalOcean — secure hosting of the Site and booking service.
Twilio — sending and receiving text messages (SMS), and, with Vapi, telephone and voice handling when you call.

Text-messaging opt-in and consent data is never shared with third parties or affiliates for marketing or promotional purposes. Your mobile information is used only to operate our own guest messaging.

We may also disclose information when required by law, to enforce our Terms & Conditions, or to protect the rights, property, or safety of our guests, our team, or others.

Cookies & similar technologies

We keep this simple. We use only what the Site needs to function — no advertising or cross-site tracking cookies.

Strictly necessary (payments) — on the booking page, Stripe sets cookies (such as __stripe_mid and __stripe_sid) to process payments securely and help prevent fraud.
Functional first-party storage — we store a few small items in your browser’s session storage, which clears when you close the tab: your recent concierge chat (luz_chat_history), whether you dismissed the booking bar (luz_bookbar_closed), and whether you’ve seen the intro animation (luz_intro_seen).

Because we use only strictly-necessary and functional storage, no cookie-consent banner is required. You can clear or block cookies and site storage at any time through your browser settings; note that blocking payment cookies may prevent you from completing a booking. If we ever add analytics or marketing tools that use non-essential cookies, we will update this section and provide a consent option.

Data retention

We keep personal information only as long as needed for the purposes above — for example, to manage your reservation and stay, meet tax and accounting requirements, and resolve disputes. When information is no longer needed, we delete or de-identify it.

Your rights

Depending on where you live, you may have rights over your personal information. Residents of California and other U.S. states with privacy laws may have the right to:

Know what personal information we collect and how we use it.
Request a copy of your personal information.
Request correction or deletion of your personal information.
Opt out of the “sale” or “sharing” of personal information — note that we do not sell or share your information for advertising.

We will not discriminate against you for exercising these rights. To make a request, email admin@hotelluzpr.com and we may need to verify your identity before we act.

Security

We take reasonable measures to protect your information, including secure hosting, encryption of payments through Stripe, and access controls. No method of transmission or storage is completely secure, so we cannot guarantee absolute security.

Children’s privacy

The Site is intended for adults booking travel. We do not knowingly collect personal information from children under 13. If you believe a child has provided us information, contact us and we will delete it.

Third-party links

The Site may link to third-party sites and services (for example, social media or booking partners). Their privacy practices are their own, and we encourage you to review their policies.

Changes to this policy

We may update this policy from time to time. When we do, we will revise the “Last updated” date above. Material changes will be made clear on this page.

Contact us

Questions or requests about your privacy? Email admin@hotelluzpr.com or write to Hotel Luz, Santurce, San Juan, Puerto Rico.