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Nondiscrimination Policy

Last updated: March 5, 2026

1. Our Commitment

The Estate Reserve believes that everyone deserves to travel with dignity, respect, and equal treatment. We are committed to creating an inclusive platform free from discrimination in all its forms. This policy applies to all interactions on our platform, at our properties, and during all Experience Services arranged through The Estate Reserve.

2. Protected Classes

The Estate Reserve prohibits discrimination based on the following characteristics (whether actual or perceived):

  • Race
  • Color
  • Ethnicity
  • National origin
  • Citizenship or immigration status
  • Religion or creed
  • Sex (including pregnancy, childbirth, and related medical conditions)
  • Gender identity or expression
  • Sexual orientation
  • Marital or familial status
  • Disability (physical, mental, or sensory)
  • Age
  • Veteran or military status
  • Genetic information
  • Source of income or method of payment
  • Language or national language preference
  • Political affiliation or opinion (where protected by applicable law)

3. Who This Applies To

This policy applies to all users of The Estate Reserve platform, including guests, property owners and managers, Experience Service Providers, employees, contractors, partners, affiliates, and any person interacting with TER's services.

4. Specific Prohibitions

The following actions are strictly prohibited on the TER platform and in connection with any TER service:

  • Declining a booking or service based on a protected characteristic.
  • Imposing different terms, conditions, or pricing based on protected characteristics.
  • Using discriminatory language in listings, communications, or reviews.
  • Engaging in harassment, intimidation, or hostile behavior.
  • Retaliating against anyone who reports discrimination.

5. Experience-Specific Nondiscrimination

Our nondiscrimination commitment extends to ALL Experience Services:

  • Yacht Charters: Charter operators may not refuse service or impose different terms based on protected characteristics.
  • Private Aviation: Aviation operators must serve all passengers without discrimination.
  • Culinary Experiences: Private chefs and dining services must accommodate guests equally.
  • Wellness & Spa: Practitioners must provide equal quality of service to all guests.
  • Curated Events: Event coordinators and vendors must serve all clients without discrimination.
  • Golf Cart Rentals: Equipment rental is available to all qualified operators regardless of protected characteristics.
  • Seasonal Adventures: Activity operators must provide equal access and safety treatment to all participants.
  • Service Providers who engage in discriminatory practices will be immediately and permanently removed from the TER platform.

6. Puerto Rico Nondiscrimination Provisions

For services rendered in the Commonwealth of Puerto Rico, TER additionally complies with:

  • The Puerto Rico Civil Rights Act (Ley Num. 100 de 1959), which prohibits discrimination in employment and public accommodations.
  • Puerto Rico Act 22 (now Act 60), which applies nondiscrimination principles to incentivized businesses.
  • Puerto Rico fair housing provisions.
  • Language accommodation: TER provides services in both English and Spanish. Guests may not be treated differently based on language preference. All essential booking documents, policies, and communications are available in Spanish upon request for Puerto Rico services.

7. Reporting Discrimination

If you experience or witness discrimination, please report it to legal@theestatereserve.com or concierge@theestatereserve.com. All reports will be investigated promptly and confidentially.

Investigation Timeline

TER will acknowledge all discrimination reports within 48 hours of receipt. An investigation will be initiated within 5 business days. The reporting party will receive a status update within 14 business days, and a final determination will be issued within 30 business days of the initial report. Complex cases involving multiple parties, jurisdictions, or requiring third-party investigation may take longer, and the reporting party will be notified of any extension with an estimated completion date.

8. Consequences

Confirmed violations of this policy will result in consequences proportional to the severity of the violation, ranging from a formal warning, to suspension of listing or account access, to permanent removal from the platform. Repeat violations will result in permanent removal. TER reserves the right to take immediate action, including suspending accounts, to protect the safety and dignity of any person.

9. Reasonable Accommodations

We provide reasonable accommodations for guests with disabilities in accordance with the ADA and applicable state and local laws. Accommodations may include, but are not limited to, accessible property features, modified check-in procedures, communication alternatives, and service animal access.

10. Service Animals

Service animals (as defined by the ADA) are welcome at all properties at no additional charge. Property owners may not refuse a guest with a service animal. Emotional support animals (ESAs) may be accommodated at select pet-friendly properties; contact our concierge team for availability.

11. Identity Verification

TER's identity verification procedures are applied uniformly to all guests based on booking value, not personal characteristics. Identity verification is a security measure and does not constitute discrimination. Enhanced verification for high-value bookings applies equally to all guests.

12. Applicable Law

This policy is designed to comply with all applicable federal, state, local, and international nondiscrimination laws, including but not limited to:

  • United States: Fair Housing Act (42 U.S.C. §§ 3601-3619), Civil Rights Act of 1964 (Title II and Title VII), Americans with Disabilities Act (ADA), and applicable state and local human rights laws.
  • Puerto Rico: See Section 6 for Puerto Rico-specific provisions.
  • European Union / EEA: EU Charter of Fundamental Rights (Article 21), EU Equal Treatment Directives, and national implementing legislation of EU Member States.
  • United Kingdom: Equality Act 2010, which prohibits discrimination based on age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation.
  • Canada: Canadian Human Rights Act, provincial human rights codes, and the Canadian Charter of Rights and Freedoms.
  • Australia: Australian Human Rights Commission Act 1986, Racial Discrimination Act 1975, Sex Discrimination Act 1984, Disability Discrimination Act 1992, and Age Discrimination Act 2004.
  • Brazil: Brazilian Constitution (Article 5), Statute of Racial Equality (Law 12,288/2010), and applicable nondiscrimination provisions of the Brazilian Civil Code.
  • Caribbean: Applicable national anti-discrimination statutes in each jurisdiction where TER operates.
  • International: Universal Declaration of Human Rights, International Convention on the Elimination of All Forms of Racial Discrimination, and other applicable international human rights instruments.
  • Where local law provides greater protection than this policy, local law shall control.

13. Host & Service Provider Training

TER requires all Hosts and Service Providers to acknowledge and agree to this Nondiscrimination Policy as a condition of listing on or providing services through the platform. TER may, from time to time, provide nondiscrimination training materials, guidelines, and best practices to Hosts and Service Providers. Hosts and Service Providers operating in jurisdictions with mandatory anti-discrimination training requirements are responsible for completing such training independently.

See also: Terms of Service · Booking Terms · Host Terms · Accessibility · Experience Terms