Lost Trail Resort — Lava Hot Springs, Idaho
Privacy Policy
How Lost Trail Resort collects, uses, and protects your information, including text messages, website chats, and phone calls.
1. Who We Are
Lost Trail Resort is operated by Lost Trail LLC, doing business as Lost Trail Resort, 9611 E Hwy 30, Lava Hot Springs, ID 83246. When this policy says "we," "us," or "our," it means Lost Trail LLC. You can reach us at 208-776-9917 or stay@lavavacations.fun.
This policy explains, in plain English, what information we collect when you book with us, chat on our website, call us, or receive a text from us, how we use it, and the choices you have.
2. Information We Collect
Bookings
When you make a reservation, you give your booking details (such as your name, phone number, email, dates, and the unit you choose) through ResNexus, our booking and payment system. Payments are processed through ResNexus. We do not store card numbers ourselves.
Website chats with Birdie
Birdie is our AI trail guide on losttrailresort.com. When you chat with Birdie, we keep the messages you send and Birdie's replies, your approximate state or country, and a scrambled code in place of your IP address. We do not store your actual IP address with the chat. Chat records are deleted after 30 days. While your browser tab is open, your chat history is also kept in your own browser so the conversation continues from page to page; it clears when you close the tab.
Phone calls
Calls to our main line may be recorded and may be answered by our AI assistant. We keep call transcripts and call summaries so we can follow up on your request and improve the quality of our service. Card numbers are automatically redacted from call transcripts, and our assistant will never ask you for card details by phone.
Text messages
If you ask us to text you (for example, a booking link or a check in link), we use your mobile number to send that message and keep a record that it was sent.
Cookies and tracking
Our website does not use advertising cookies, tracking pixels, or third party analytics.
3. How We Use Your Information
We use your information to take and manage reservations, answer your questions, send the texts you ask for, follow up on calls, keep our property and guests safe, meet legal and tax obligations, and improve how we serve guests. We do not use it for anything unrelated to your stay or your questions.
4. Service Providers
We use a small number of trusted companies that process information for us, only to provide our services:
- ResNexus: reservations and payments.
- Retell AI: answering phone calls and sending text messages.
- Anthropic: generating our AI assistants' responses.
- Supabase: secure data storage.
- Netlify: website hosting.
These providers may only use your information to perform services for us.
5. SMS Text Messaging and Mobile Information
No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. All the above categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.
You can stop texts at any time by replying STOP. Reply HELP for help. See our SMS Terms for details.
6. We Never Sell Your Information
We do not sell, rent, or trade your personal information to anyone.
7. Your Choices and Rights
You can ask us for a copy of the personal information we hold about you, ask us to correct it, or ask us to delete it. Email stay@lavavacations.fun with your name and the phone number or email you used with us. We will respond within 30 days. We may need to keep some records, such as payment and tax records, when the law requires it.
8. Children's Privacy
Our website, chat, and phone assistant are meant for adults planning a stay. We do not knowingly collect personal information from children under 13. If you believe a child has given us information, contact us and we will delete it.
9. How We Protect Your Information
We use encrypted connections (HTTPS), access controls, and reputable service providers to protect your information. Chat records are automatically deleted after 30 days, and card numbers are redacted from call transcripts. No system is perfectly secure, but we work to keep your information safe.
10. Changes to This Policy
We may update this policy from time to time. When we do, we will post the new version on this page and update the effective date above.
11. Contact Us
Lost Trail LLC, doing business as Lost Trail Resort
9611 E Hwy 30, Lava Hot Springs, ID 83246
Phone: 208-776-9917
Email: stay@lavavacations.fun