Guest Portal - Acceptable Use Policy

Last Updated: January 21, 2026

This Guest Acceptable Use Policy ("Guest AUP") governs your use of the SuiteOp Guest Portal available at app.suiteop.com (the "Guest Portal"). The Guest Portal is provided by SuiteOp Inc. ("SuiteOp", "we", "us", or "our") to guests of properties managed by our customers (the "Property Manager").

By accessing or using the Guest Portal, you agree to comply with this Guest AUP. If you do not agree, please do not use the Guest Portal.

1. What Is the Guest Portal?

The Guest Portal is a web application that allows you, as a guest of a vacation rental or hotel property, to:

• Complete online check-in and identity verification (if required by your Property Manager).
• View your reservation details and check-in instructions.
• Communicate with your Property Manager or host.
• Access digital guidebooks and property information.
• Purchase optional services or upsells (e.g., early check-in, late checkout).
• Report issues or request assistance during your stay.

Important: The Guest Portal is provided on behalf of the Property Manager. SuiteOp acts as a technology service provider. Your booking and stay are governed by the Property Manager's terms and policies, not by SuiteOp.

2. Acceptable Use

You agree to use the Guest Portal only for its intended purpose: to facilitate your stay at the property you have booked.

Acceptable uses include:

• ✅ Completing required check-in forms and identity verification.
• ✅ Uploading identification documents (passport, driver's license) when required by the Property Manager.
• ✅ Taking a selfie photograph for identity verification (if required).
• ✅ Communicating with the Property Manager about your reservation.
• ✅ Purchasing add-on services offered by the Property Manager.
• ✅ Accessing property information, Wi-Fi credentials, and check-in/checkout instructions.

3. Prohibited Use

You agree NOT to use the Guest Portal for any of the following purposes:

3.1 Illegal or Harmful Activities

• ❌ Any activity that violates local, state, national, or international laws.
• ❌ Impersonating another person or providing false identity documents.
• ❌ Uploading forged, altered, or fraudulent identification documents.
• ❌ Harassment, threats, or abusive language directed at the Property Manager or SuiteOp staff.

3.2 Security Violations

• ❌ Attempting to gain unauthorized access to the Guest Portal, other users' accounts, or SuiteOp's systems.
• ❌ Introducing viruses, malware, or malicious code.
• ❌ Using automated tools (bots, scrapers) to access or interact with the Guest Portal.
• ❌ Reverse engineering, decompiling, or attempting to discover the source code of the Guest Portal.

3.3 Misuse of Data

• ❌ Sharing your login credentials with unauthorized third parties.
• ❌ Collecting or harvesting information about other guests or properties.
• ❌ Using the Guest Portal to distribute spam, phishing attempts, or fraudulent content.

3.4 Commercial Misuse

• ❌ Using the Guest Portal for commercial purposes unrelated to your personal stay.
• ❌ Reselling access to the Guest Portal or Property Manager services without authorization.

4. Identity Verification and Biometric Data

4.1 Why Verification Is Required

Some Property Managers require identity verification to comply with local regulations, prevent fraud, or enhance security. This may include:

• Uploading a photo of your government-issued ID (passport or driver's license).
• Taking a selfie photograph.
• AI-assisted facial matching (powered by Google Gemini AI) to verify that the selfie matches the ID photo.

Important: Identity verification is configured and required by the Property Manager, not by SuiteOp. If you have concerns about this requirement, please contact your Property Manager directly.

4.2 Data Handling

• Your identification documents and selfie are processed securely and encrypted using AES-256.
• Biometric data (facial matching) is used only for the purpose of identity verification and is not stored permanently.
• Your documents are retained only for the duration of your stay plus a short retention period (typically 30 days), unless legal requirements mandate longer retention.
• For more information, see our Privacy Policy.

4.3 Consent

By uploading your ID and selfie, you consent to the processing of your biometric data for identity verification purposes. You may withdraw consent by contacting the Property Manager, but this may prevent you from completing check-in.

5. Account Security

5.1 Your Responsibility

• You are responsible for maintaining the confidentiality of your login credentials (email and any access codes).
• You must notify the Property Manager or SuiteOp immediately if you suspect unauthorized access to your account.

5.2 Account Termination

SuiteOp reserves the right to suspend or terminate your access to the Guest Portal if:

• You violate this Guest AUP.
• You provide false or fraudulent information.
• Your account is used for illegal or abusive activities.

6. Payments and Transactions

6.1 Payment Processing

If you purchase services (e.g., early check-in, upsells) through the Guest Portal:

• Payments are processed securely via Stripe (PCI-DSS compliant) or other payment processors used by the Property Manager.
• SuiteOp does not store your full credit card number. Only tokenized payment information is retained for transaction records.

6.2 Refunds and Disputes

• All payment disputes, refunds, and cancellations are governed by the Property Manager's policies, not SuiteOp's.
• Contact your Property Manager directly for refund requests.

7. Intellectual Property

7.1 SuiteOp's Ownership

The Guest Portal, including its design, features, software, and content (excluding user-uploaded content), is owned by SuiteOp Inc. and is protected by copyright, trademark, and other intellectual property laws.

You may not:

• Copy, modify, or distribute the Guest Portal software or content.
• Use SuiteOp's trademarks or branding without permission.

7.2 Your Content

By uploading content (e.g., identification documents, photos, messages) to the Guest Portal, you grant SuiteOp and the Property Manager a limited license to use, store, and process that content solely for the purpose of providing the service.

You represent and warrant that:

• You own or have the right to upload the content.
• The content does not violate any third-party rights (e.g., copyright, privacy).

8. Disclaimers and Limitations

8.1 Service Availability

SuiteOp strives to provide reliable service, but:

• The Guest Portal is provided "as is" without warranties of any kind.
• We do not guarantee uninterrupted or error-free service.
• We are not responsible for issues caused by internet outages, device compatibility, or third-party services.

8.2 Third-Party Services

The Guest Portal integrates with third-party services (e.g., payment processors, identity verification providers). SuiteOp is not responsible for the actions or policies of these third parties.

8.3 Limitation of Liability

To the maximum extent permitted by law, SuiteOp shall not be liable for:

• Any indirect, incidental, or consequential damages arising from your use of the Guest Portal.
• Any disputes between you and the Property Manager regarding your stay, booking, or payments.

Note: Nothing in this Guest AUP limits your statutory consumer rights under applicable law.

9. Privacy

Your use of the Guest Portal is subject to our Privacy Policy, which explains:

• What personal data we collect (contact info, ID documents, biometric data, etc.).
• How we use and share your data.
• Your rights under GDPR and other privacy laws (access, deletion, data portability, etc.).

Key points:

• SuiteOp acts as a Data Processor on behalf of the Property Manager (the Data Controller).
• The Property Manager determines what data is collected and for what purpose.
• You can exercise your privacy rights (e.g., request deletion of your data) by contacting the Property Manager or SuiteOp at [email protected].

10. Updates to This Policy

SuiteOp may update this Guest AUP from time to time. When we make significant changes:

• We will update the "Last Updated" date at the top of this page.
• We may notify you via email or a notice in the Guest Portal.
• Your continued use of the Guest Portal after changes are posted constitutes acceptance of the updated policy.

11. Governing Law and Disputes

This Guest AUP is governed by the laws of the State of Delaware, United States, without regard to conflict of law principles.

Any disputes arising from this Guest AUP or your use of the Guest Portal shall be resolved in accordance with the dispute resolution procedures outlined in our Terms of Service.

12. Contact Us

If you have questions about this Guest AUP or need assistance with the Guest Portal, please contact:

• Property Manager: Contact information provided in your reservation confirmation.
• SuiteOp Support: [email protected]
• Mailing Address: 2093 Philadelphia Pike, #5505, Claymont, DE 19703

13. Relationship to Other Agreements

This Guest AUP supplements but does not replace:

• The Property Manager's booking terms and conditions.
• The Property Manager's house rules and property policies.
• SuiteOp's Terms of Service (which govern the Property Manager's use of SuiteOp's platform).
• SuiteOp's Privacy Policy.

In the event of a conflict, this Guest AUP governs your use of the Guest Portal specifically.

By using the SuiteOp Guest Portal, you acknowledge that you have read, understood, and agree to be bound by this Guest Acceptable Use Policy.