How we handle your stay, your data and your home

Access & accountability

Guest and partner records are reachable only by named team members with an assigned role.

• Team accounts sign in individually — there are no shared logins to the operations dashboard.
• Every team member holds one of three roles: Admin, Agent or Viewer. Viewers cannot change any record.
• Access rules are enforced in the database itself, not only in the interface, so an account without a role sees nothing.
• Status changes, notes and escalations are written to a permanent activity trail against the record.

What we collect and why

We collect what is needed to plan and deliver a stay — nothing gathered speculatively.

• Intake forms collect trip dates, property location, party details, service requests and contact preferences.
• Preference profiles (dietary needs, allergies, accessibility needs, favourites) exist so returning guests never repeat themselves.
• Guests can view and update their own submission at any time from the tracking page using their reference number and email.
• We do not sell guest or host data, and we do not share it for third-party advertising.

Vendor verification & the GuestLane Standard

Vendors are vetted before they enter the network and continuously scored once they are in it.

• Applicants confirm insurance and licensing, and record their service areas and experience, before approval.
• Insurance and license expiration dates are tracked; a lapsed credential pauses the vendor automatically.
• Every completed service is scored on response time, punctuality, completion and guest rating.
• Vendors who fall below the GuestLane Standard, or who accumulate complaints, are paused pending a manager review.
• Guests are told when a service is delivered by an independent partner rather than by GuestLane directly.

Transportation disclosure

GuestLane coordinates vehicles; it does not own or operate a fleet.

• Vehicles are coordinated through independent transportation and rental partners.
• Models, colors, pricing, eligibility requirements and availability are subject to confirmation.
• Driver age, license and insurance requirements are set by the independent provider, and are disclosed before booking.

Response commitments

Response targets are tracked by the system, not left to memory.

• Every submission starts a response timer against a published service standard.
• Timers warn the team before the target is missed and escalate to management when it is.
• Escalations are logged against the record so a missed response is visible, not silent.
• Current targets: 2 hours for guest inquiries, 4 hours for transportation, 1 business day for hosts, 3 business days for vendors.

Communications & consent

Confirmation and update messages are sent only to people who asked for them.

• Email and SMS consent is captured explicitly on every intake form.
• Every confirmation includes the reference number, expected response time and next steps.
• SMS recipients can opt out at any time by replying STOP.
• Message delivery attempts are recorded so we can confirm whether a message reached you.

Platform integrity

Public forms and lookups are protected against abuse and enumeration.

• Submission and lookup endpoints are rate limited per connection.
• Looking up a request requires both the reference number and the email used to submit it.
• Internal dashboards and tracking pages are excluded from search engine indexing.
• All input is validated on the server, never only in the browser.

Payments

We do not store card numbers.

• Card data is handled by the payment processor; GuestLane systems never store full card numbers.
• Service pricing and any coordination fee are disclosed in writing before work is scheduled.
• Third-party provider charges (rentals, chefs, venues) are identified separately from GuestLane coordination.

Incident response

A clear path exists for property damage, service failures and security concerns.

• Service incidents are recorded against the stay, the vendor and the property.
• Guests and hosts are notified of an incident affecting them as soon as it is confirmed.
• Repeat incidents feed the vendor scorecard and can remove a partner from the network.
• Suspected security issues can be reported to security@guestlane.co; we acknowledge reports within one business day.

Retention & your rights

You can ask us what we hold about you, and ask us to delete it.

• Submissions and preference profiles are retained while the relationship is active and for as long as needed for legal and accounting purposes.
• Guests may request a copy or deletion of their profile at any time.
• Requests go to privacy@guestlane.co and are handled by GuestLane Hospitality Group LLC.
• Our services are operated from the State of Arizona, United States.

Shared responsibility

A great stay depends on three parties doing their part.