Hotel Policies

HOTEL RESERVATION POLICY

1. General reservation requirements

Age restriction: The guest making the reservation must be at least 21 years of age and present a valid, government-issued photo ID upon check-in.
Credit card guarantee: A valid credit card is required to guarantee all reservations. This card will be used to place an incidental hold at check-in.
Booking channels: This policy applies to all reservations made directly through the hotel website, phone, or in-person. Third-party bookings are subject to the policies outlined by the booking agent, but the hotel's on-site policies remain applicable.

2. Check-in and Check-out

Check-in time: Our standard check-in time is 3:00 PM. While early check-in is not guaranteed, requests are accommodated based on availability and may incur an additional fee.
Check-out time: Our standard check-out time is 11:00 AM. A late check-out may be granted upon request and is subject to availability and additional fees. Failure to check out by the designated time without prior arrangement may result in a late check-out fee or an additional night's charge.

3. Payment and incidental policy

Payment: Guests will be required to settle the balance of their stay at check-in or check-out, depending on their rate type. Prepaid and non-refundable reservations will have the full amount charged at the time of booking.
Incidental hold: At check-in, a credit card authorization will be processed for the full cost of the stay, plus an incidental deposit of $250 per stay. This hold covers potential charges such as room service, mini-bar use, and damage. The hold is not a charge and will be released after check-out, though it may take 3-10 business days for the funds to become available.
Accepted payment: We accept major credit cards (Visa, Mastercard, American Express, Discover), debit cards, and cash. A credit card is required for the incidental hold, even if paying the room balance with cash.

4. Cancellation and no-show policy

Flexible rates: Guests with flexible reservations must cancel by 24 hours prior to check-in to avoid a penalty. Cancellations made after this period will be charged a fee equivalent to one night's stay plus tax.
Non-refundable rates: These reservations offer a discounted rate in exchange for a strict, non-refundable policy. The full amount is charged at the time of booking and cannot be canceled or modified for a refund.
No-shows: Guests who do not arrive for their reservation and have not canceled within the specified time frame will be charged a penalty equal to one night's stay for flexible rates, or the full amount for non-refundable rates.

5. Room occupancy and guests

Occupancy limits: Room rates are based on the occupancy specified at the time of booking. Exceeding the maximum room occupancy is a violation of fire code and hotel policy.
Extra guests: An additional person fee of $10 per night may apply for each adult beyond double occupancy.
Children: Children under the age of 12 may stay free of charge when sharing existing bedding with a parent or guardian. Extra bedding may be available for a fee.

6. Pet and smoking policies

Pet policy: Our hotel is pet friendly. There is a non-refundable pet fee of $25 per pet per night. There may be restrictions on breed, weight, and the number of pets. Pets must be leashed in public areas and cannot be left unattended in the room. Guests are liable for any damage or cleaning costs caused by their pet. Read Pet-Policy here.
Smoking policy: All guest rooms are non-smoking. A minimum $250 cleaning fee will be charged to any guest who smokes in their room to cover the cost of restoration.

7. Damage to hotel property

Guests are responsible for any damage or excessive cleaning costs incurred during their stay. The hotel reserves the right to charge the credit card on file for any repairs or additional cleaning deemed necessary following the guest's departure.

8. Group bookings

Group bookings (10 or more rooms) are subject to a separate contract with specific terms for payment, cancellation, and room blocks. Contact our sales department for details.

HOTEL PAYMENT POLICY

1. Reservation guarantee

A valid credit card is required at the time of booking to guarantee all reservations. The credit card will secure your room until your arrival. The hotel reserves the right to cancel any reservation if a valid credit card cannot be provided.

2. Prepaid and non-refundable rates

To secure a lower rate, some bookings require prepayment of the total room charge. For these non-refundable reservations:

The total cost of your stay will be charged to your credit card at the time of booking.
Cancellations or modifications are not permitted and will result in forfeiture of the full payment.
No-shows will be charged the full amount of the stay.

3. Incidental deposit and authorization hold

At check-in, the hotel will place a temporary authorization hold on your credit or debit card to cover incidental charges, such as paid amenities and/or potential damages.

Hold amount: A hold of approximately $250 per stay will be placed on your card. This is not a charge but a temporary freeze of funds.
Hold release: The hold will be released by your bank after check-out but may take 3–10 business days to become available, depending on your card issuer.
Debit card users: Using a debit card for the incidental hold will temporarily reduce your available bank funds. For this reason, a credit card is recommended for check-in.

4. Accepted payment methods

We accept the following payment methods at check-in or check-out:

Major credit cards (Visa, Mastercard, American Express, Discover)
Debit cards
Cash (only accepted for final payment. A valid credit card or larger cash deposit may still be required at check-in for incidentals).

5. Third-party bookings

Reservations made through online travel agencies (OTAs) are subject to the payment policies of that specific booking platform. While the OTA may collect payment at the time of booking, the hotel will still require a credit card at check-in for the incidental hold.

6. Cancellation policy

Flexible rates: Cancellations must be made at least 24 hours prior to your scheduled check-in time to avoid a cancellation fee.
Late cancellations and no-shows: Cancellations made after the deadline, or failure to arrive for your reservation, will result in a charge equal to one night's stay plus tax.

7. Group bookings

Policies for group bookings may differ. Group coordinators should refer to the terms and conditions outlined in their specific contract for deposit schedules, payment timelines, and cancellation deadlines.

8. Failure to pay

If payment is not received by the specified due date or if a payment method is declined, the hotel reserves the right to cancel the booking without liability.

HOTEL PARKING POLICY

1 General information

Parking availability: Parking is exclusively for registered guests of the hotel for the duration of their stay. Space is offered on a first-come, first-served basis and is not guaranteed.
Permit requirement: All vehicles must be registered with the front desk at check-in. Guests will be issued a parking permit. The permit must be clearly displayed on your dashboard or rearview mirror at all times.
Duration: Parking is only permitted for the nights of a guest's reservation. Any vehicle remaining in the lot after the check-out time on the day of departure may be subject to towing at the owner's expense.
Hotel liability: All vehicles and their contents are left at the owner's risk. The hotel is not responsible for theft, damage, or vandalism to vehicles while parked on the premises.

2. Parking rules and regulations

Designated spaces: Vehicles must be parked within marked parking spaces. Unauthorized parking in fire lanes, accessible spots (without a valid permit), or other restricted areas is strictly prohibited.
Unattended vehicles: Inoperative or improperly parked vehicles may be moved or towed at the owner's expense.
Restricted activities: For safety and maintenance reasons, the following activities are not permitted in the parking area:
- Vehicle repairs, maintenance, or washing
- Storage of fuel, flammable objects, or garbage
- Excessive noise or unnecessary idling
Speed limit: A speed limit of 5 mph is in effect throughout the parking area.

3. Violations

Failure to comply with this policy may result in the vehicle being towed at the owner's expense and/or other penalties. The hotel reserves the right to enforce this policy to ensure the safety and convenience of all guests.

GUEST SAFETY POLICY

As part of our commitment to guest safety, employees will not disclose the identity, room number, or presence of a guest to anyone other than appropriate law enforcement. This includes the taking of or delivery of messages or indirect forwarding of phone calls.

‍It is the responsibility of guests to communicate their presence and room number to any person they wish to receive calls or visits from. Safety cameras are used throughout the premises, and anyone on our property may be recorded. The hotel assumes no responsibility for any personal bodily injury incurred while using the hotel facilities. If you use the hotel facilities, you do so at your own risk.

HOTEL PRIVACY POLICY

Effective date: September 2025

At Thunderbird Lodge, we are committed to protecting the privacy of your personal information. This Privacy Policy explains what information we collect, how we use it, and the steps we take to ensure it remains confidential and secure.

1. Information we collect

We collect personal information to provide you with the best possible service and to fulfill our legal obligations. The types of data we collect include:

Identification and contact details: Your name, address, phone number, email address, nationality, and date of birth.
Reservation information: Your booking details, travel itinerary, accommodation preferences, and travel companion details.
Payment information: Your credit card number, expiration date, and security code.
Identification documents: A copy of your passport or other government-issued photo ID, as required by law.
Preferences and special requests: Information related to your interests, special occasions, food and beverage preferences, and any health-related data necessary to accommodate special needs.
Website and app usage data: Information collected when you browse our website or use our mobile app, including IP addresses, browser information, and location data.
Communication records: Records of your interactions with us, such as phone calls (which may be recorded for quality assurance), emails, and chat messages.
Public area surveillance: Video surveillance in public areas of our property (e.g., lobbies, hallways, and entrances) for security and safety purposes.

2. How we use your information

We use the information we collect for the following purposes:

To fulfill your reservation: We process your personal information to complete your booking, confirm your stay, and provide the services you have requested.
To enhance your stay: We use your preferences and special requests to personalize your experience and ensure a comfortable visit.
For communication: We may send you pre-arrival, in-stay, and post-stay communications, including satisfaction surveys.
For marketing and promotion: With your consent, we may send you information about promotions, offers, and services that may be of interest to you. You can opt out of these communications at any time.
To improve our services: We use aggregated and anonymized data for statistical analysis, research, and improving our services.
For security and fraud prevention: We use your information to protect against, identify, and prevent fraudulent or illegal activities.
For legal and safety purposes: We may disclose your information to law enforcement or other authorities when required by law or in emergency situations.

3. How we share your information

Your personal information may be shared with the following parties:

Third-party service providers: We may share your information with trusted third-party providers who perform services on our behalf, such as booking platforms, payment processors, and IT support.
Legal requirements and business transfers: We may disclose your information to legal authorities in response to a subpoena or court order. In the event of a merger, acquisition, or asset sale, your personal data may be transferred to the acquiring entity.

4. Your data rights

Depending on your location, you may have specific rights regarding your personal data. These rights may include:

The right to access: The right to request and receive a copy of your personal data.
The right to rectification: The right to have inaccurate or incomplete data corrected.
The right to erasure ("right to be forgotten"): The right to request the deletion of your personal data, subject to certain exceptions.
The right to object: The right to object to the processing of your personal data for specific purposes, such as direct marketing.
The right to restrict processing: The right to request that we limit the processing of your data.

To exercise any of these rights, please contact us using the information provided below.

5. Data security and retention

Security measures: We employ reasonable physical, technical, and organizational security measures to protect your personal information from unauthorized access, disclosure, or loss. We also require our third-party partners to maintain comparable security standards.
Data retention: We retain your personal data only for as long as necessary to fulfill the purposes for which it was collected and to comply with legal requirements.

6. Contact us

For any questions about this Privacy Policy or to exercise your data rights, please contact us at:
Email: hello@thunderbirdlodgeredding.com
Phone: +1 (530) 243-5422
Address: 1350 Pine St, Redding, CA 96001, USA

UPDATES AND CHANGES

We reserve the right, at any time, to add to, change, update, or modify this Policy, simply by posting such change, update, or modification on the Site and without any other notice to you. Any such change, update, or modification will be effective immediately upon posting on the Site. It is your responsibility to review this Policy from time to time to ensure that you continue to agree with all of its terms.

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