Privacy Notice

This Privacy Notice explains how On Property by VHG, operated by Villanueva Hospitality Group LLC (“On Property,” “we,” “us,” or “our”), handles personal information when you use our website, software, support channels, and related services.

1. Information we collect

Account information

We may collect your name, email address, account credentials, property memberships, role, and related account information.

Hotel and operational information

Customers may enter or upload hotel operations information such as room status, guest movement details, issues, reviews, staffing information, notes, compliance and inspection records, performance information, and management documents. Some of this information may contain personal information about guests, staff, vendors, or other individuals.

Documents and AI requests

When you use Document Intelligence, compliance analysis, AI drafting, or similar tools, we process the content you submit and the instructions required to produce the requested output.

Billing information

Purchases are processed through our payment provider and merchant of record, Paddle. We may receive billing status, subscription identifiers, transaction status, customer identifiers, and limited payment-related metadata. We do not need to store complete payment-card numbers in On Property.

Technical and usage information

We may collect device, browser, IP address, timestamps, application events, error information, security logs, feature usage, and similar diagnostic information needed to operate and protect the Service.

2. How we use information

• Provide, maintain, and secure On Property.
• Authenticate users and enforce property-specific access.
• Save and synchronize hotel workspaces.
• Provide AI-assisted, document, reporting, and compliance features requested by users.
• Administer subscriptions, billing status, customer support, and account communications.
• Prevent abuse, investigate errors, enforce usage limits, and improve reliability.
• Comply with legal obligations and protect our rights and users.

3. How we share information

We do not sell personal information. We may share information with service providers that help us operate the Service, such as hosting and infrastructure providers, payment and merchant-of-record providers, email/support providers, and AI processing providers used to perform features you request. We may also disclose information when required by law, to protect rights or safety, in connection with a business transaction, or with your direction or consent.

4. Customer responsibilities

Hotels and account owners determine what Customer Data they enter into On Property. Customers are responsible for providing required notices, obtaining required permissions, limiting sensitive information to what is necessary, and complying with privacy and employment laws that apply to their collection and use of guest, staff, vendor, and other information.

5. Data retention

We retain information for as long as reasonably necessary to provide the Service, maintain legitimate business records, comply with legal obligations, resolve disputes, enforce agreements, and protect the Service. Retention periods may differ by data type and account status.

6. Security

We use reasonable administrative and technical measures designed to protect information. No internet service or storage system can guarantee absolute security, and customers should use strong passwords, limit account access, and avoid uploading information that is not needed for hotel operations.

7. International processing

Our service providers may process information in the United States and other countries. When required, we take reasonable steps to use appropriate contractual or legal safeguards for such processing.

8. Your choices and rights

Depending on where you live, you may have rights to request access, correction, deletion, restriction, or other action regarding personal information. Some information may need to be retained for security, billing, legal, or operational reasons. Account owners may also manage or delete certain Customer Data within the Service.

9. Children

On Property is a business service for hotel professionals and is not directed to children. We do not knowingly offer accounts to children.

10. Changes to this Notice

We may update this Privacy Notice as our Service, vendors, or legal requirements change. The effective date above identifies the current version.

11. Contact us