Castle Wood Cottages

Operated by Big Bear Lake Lodging Management LLC

Effective Date: August 15, 2026 | Last Updated: August 15, 2026

---

Big Bear Lake Lodging Management LLC, doing business as Castle Wood Cottages (collectively, "Castle Wood," "we," "us," or "our"), respects your privacy. This Privacy Policy explains how we collect, use, disclose, retain, and protect personal information in connection with Castle Wood Cottages.

This Policy applies when you visit www.castlewoodcottages.com (the "Website"), make a reservation through the Website, by telephone, or in person, communicate with us, visit the property, use guest Wi-Fi, or otherwise receive services from Castle Wood Cottages (collectively, the "Services").

Reservations made through third-party booking platforms are also governed by the privacy policies and terms of those platforms. This Policy applies to information that Castle Wood receives or maintains in connection with those reservations.

Personal Information We Collect

Contact and identifying information. We may collect your name, mailing address, billing address, telephone number, email address, signature, and other information you choose to provide.

Reservation and stay information. We may collect arrival and departure dates, number of guests, number or ages of children, room or cabin assignment, special requests, vehicle information or license plate number, information about pets, service animals, or emotional support animals, and other details connected with a reservation or stay.

Payment and verification information. We collect information needed to process payment and help prevent fraud. At check-in, the cardholder must present the same physical payment card used for the reservation and a valid government-issued photo identification bearing the same name. We may inspect the card, record the last four digits, and inspect the identification. If a copy or image of identification is retained, it is generally kept for no more than six months unless a longer period is reasonably necessary for a dispute, investigation, legal obligation, or other legitimate business purpose.

Special requests and voluntarily provided information. We do not ordinarily require date-of-birth, medical, disability, or accessibility information to make a reservation. If you voluntarily provide health, accessibility, mobility, or similar information so that we can respond to a request or assist with your stay, that information may be retained with the reservation or communication record.

Communications. We may retain emails, text messages, telephone notes, reservation-platform messages, requests, complaints, reviews sent directly to us, and other communications between you and Castle Wood.

Website and device information. When you use the Website, the Website and its service providers may automatically collect information such as Internet Protocol address, browser type, device type, operating system, referring pages, pages visited, dates and times of access, and cookie or similar technology identifiers.

Guest Wi-Fi information. If you use guest Wi-Fi, the Internet provider, network equipment, or related service providers may automatically maintain technical information such as device identifiers, Internet Protocol addresses, connection times, and network logs. Castle Wood does not necessarily have direct access to all such information.

Video surveillance information. Security cameras operate continuously in the parking area and record video for safety, security, incident review, and property protection. Cameras are not located inside guest rooms. The cameras are not continuously monitored in real time.

Sources of Personal Information

We may collect personal information directly from you or a person making a reservation for you; automatically through the Website, guest Wi-Fi, security systems, and related technologies; from OpenHotel, Shift4, BillerGenie, and other service providers; and from booking or travel partners such as Booking.com, Airbnb, BigBear.com, Google Hotels, and other platforms that work with them or with us.

How We Use Personal Information

We may use personal information to create, confirm, modify, and administer reservations; process payments, refunds, deposits, damage charges, and chargebacks; verify the identity of the cardholder and reduce fraud; provide check-in, check-out, housekeeping, maintenance, and guest services; respond to questions, requests, complaints, accessibility needs, and emergencies; communicate reservation confirmations, arrival instructions, property notices, and other stay-related information by email, text message, telephone, or booking-platform message; maintain property and guest security; investigate accidents, damage, misconduct, suspected illegal activity, or violations of our policies; maintain accounting, tax, operational, and legal records; establish, exercise, or defend legal claims; comply with law and lawful requests; protect our rights and the rights and safety of guests, visitors, employees, contractors, and others; and operate, secure, troubleshoot, and improve the Website and Services.
We do not use guest contact information for unrelated marketing unless the guest has separately consented or the communication is otherwise permitted by applicable law.

Payments and Payment Processors

Online payments are processed through service providers including OpenHotel and Shift4. For telephone reservations, we may use BillerGenie to generate a secure payment link so that the guest enters payment card information directly. Castle Wood does not separately write down or store complete payment card information provided through that link.
Authorized personnel may be able to access or use payment information through OpenHotel or Shift4 when reasonably necessary to process a transaction, refund, deposit, damage charge, or dispute, subject to the security controls and access limitations of those systems. Payment processors handle payment information under their own privacy policies and security practices.

Cookies and Similar Technologies

The Website and its service providers may use cookies and similar technologies that are necessary for booking functions, payment processing, security, preferences, performance, troubleshooting, and basic analytics. Cookies are small files or identifiers placed on or associated with a browser or device. You may be able to block or delete cookies through your browser settings, although doing so may affect reservation or Website functionality.
Some third-party features or services connected to the Website, such as booking tools, payment tools, maps, links, or analytics services, may collect information directly from your browser or device under their own privacy policies. Castle Wood does not control the independent privacy practices of those third parties.
Our Website does not currently respond to browser "Do Not Track" signals because there is no uniform industry standard for those signals. To the extent legally required and technically supported, we will recognize legally applicable browser-based opt-out preference signals. We do not sell personal information or knowingly use personal information for cross-context behavioral advertising.

How We Disclose Personal Information

Service providers. We may disclose information to vendors that perform services for us, including OpenHotel, Shift4, BillerGenie, Website hosting and technology providers, communications providers, Internet and Wi-Fi providers, security-system providers, accountants, and other operational vendors. They receive information only as reasonably necessary for the services they provide.

Booking and travel partners. We may exchange reservation and stay information with Booking.com, Airbnb, BigBear.com, Google Hotels, and related or cooperating platforms when needed to administer a reservation, payment, cancellation, complaint, refund, or platform requirement.

Housekeeping and property personnel. Housekeeping personnel may receive the guest name, cabin or room number, and arrival and departure dates when needed to prepare and service accommodations. Maintenance personnel may receive limited information necessary to respond to a guest request or property issue.

Legal, safety, insurance, and financial matters. We may disclose relevant information to banks, payment processors, card networks, insurance companies, claims administrators, attorneys, accountants, government agencies, courts, law enforcement, emergency responders, and booking platforms when reasonably necessary for a payment dispute, insurance claim, accident or security investigation, lawsuit, legal process, government request, emergency, or protection of rights, property, or safety.

Business transaction. Personal information may be disclosed or transferred as part of a proposed or completed sale, financing, merger, reorganization, or transfer of Castle Wood Cottages or related business assets, subject to applicable law.

Castle Wood does not sell, rent, or exchange guest lists, email addresses, telephone numbers, or Website activity data. Castle Wood guest information is not shared with separately operated lodging businesses for their independent marketing.

Security Cameras

Castle Wood uses video surveillance in the parking area. The cameras record 24 hours a day, are not continuously monitored in real time, and do not record inside guest rooms. Unless footage is needed for an incident, investigation, insurance matter, legal claim, law-enforcement request, or other legitimate purpose, it is generally retained for approximately 30 days and then overwritten or deleted.

Relevant footage may be disclosed to law enforcement, emergency responders, insurers, claims administrators, attorneys, courts, payment or booking platforms, or other parties involved in investigating or resolving an incident. Castle Wood does not use parking-area video for advertising or unrelated marketing.

Children's Privacy

The Website and Services are not directed to children under 13, and children under 13 are not permitted to independently submit reservation forms, create accounts, enter activities, or submit photographs or other personal information. Reservations must be made by an adult. We may receive the number or ages of children from a parent, guardian, or other adult making a reservation, but we do not knowingly collect a child's telephone number or email address directly from the child.

If a parent or legal guardian believes that a child under 13 has submitted personal information directly to us, the parent or guardian may contact us at [email protected] to request review or deletion.

Data Retention

We retain personal information only for as long as reasonably necessary for the purposes described in this Policy, including providing Services, maintaining business and financial records, preventing fraud, resolving disputes, responding to chargebacks or insurance matters, complying with legal or regulatory requirements, and establishing or defending legal claims.

Reservation and stay records, and invoice and payment records, are generally retained for approximately one year. Identification copies or images, when retained, are generally kept for up to six months. Routine parking-area security video is generally retained for approximately 30 days. A record may be retained longer when required by law or reasonably necessary for taxes, accounting, a complaint, chargeback, safety event, insurance claim, investigation, litigation hold, or other legal or operational purpose. Information maintained by third-party platforms and service providers is subject to their own retention practices.

Data Security

We use reasonable administrative, technical, and physical safeguards designed to protect personal information from unauthorized access, use, alteration, or disclosure. These safeguards may include restricted access, account credentials, payment-processing controls, and use of service providers that maintain their own security programs. No Internet transmission, electronic storage system, or security measure can be guaranteed to be completely secure.

Your Privacy Choices and Requests

You may request access to personal information that Castle Wood maintains about you, ask us to correct inaccurate information, or ask us to delete information, subject to applicable law and legitimate retention needs. All such requests must be submitted by email to [email protected].

To protect guest information, we may verify a request by asking for information reasonably related to the reservation or our prior communications, such as the guest's name, email address, telephone number, reservation number, arrival and departure dates, payment-card last four digits, or proof of identity. We may deny or limit a request if we cannot reasonably verify the requester or if an exception under applicable law permits or requires us to retain the information.

We may retain information despite a deletion request when reasonably necessary to complete a transaction, maintain tax or accounting records, prevent or investigate fraud, address a chargeback, resolve a dispute, comply with law, protect safety or property, or establish, exercise, or defend legal claims. We will not discriminate against a person for making a good-faith privacy request.

Third-Party Websites and Services

The Website may contain links to third-party websites or may connect you to booking, payment, map, travel, social-media, or other services that Castle Wood does not control. This Policy does not govern information you provide directly to those third parties. Please review their privacy policies before submitting personal information.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, Services, or legal obligations. We will post the revised Policy on the Website and update the "Last Updated" date. Changes become effective when posted unless a different effective date is stated.

Contact Us
For privacy questions or requests, contact:
Big Bear Lake Lodging Management LLC dba Castle Wood Cottages
547 Main St, #3045, Big Bear Lake, CA 92315
Email: [email protected]