Privacy policy

About this policy

This policy explains how we collect, use, store and share personal information, and how you can see or correct what we hold about you. It covers this website, the enquiries you send us and your stay with us.

In this policy, "we", "us" and "our" mean the hotel and the business that operates it, under licence from Accor. We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

When you book a room through our website, the booking is made on Accor's booking platform, and Accor also handles your details under its own Customer Personal Data Protection Charter.

What we collect

We only collect the personal information we need. Depending on how you deal with us, that can include:

• Your name, email address and phone number
• Enquiry details: your company or group name, dates, the number of guests or rooms, and your event, catering or room requirements
• Stay details: arrival and departure dates, room preferences, special requests and any identification we are required to see at check-in
• Payment details, when you pay at the hotel
• Your newsletter sign-up and your marketing preferences
• Feedback, reviews and messages you send us
• Information about how you use this website, such as pages visited, referral source, approximate location, browser and device information, cookie or device identifiers and advertising interactions, where these technologies are enabled (see our Cookie policy)

Some requests include sensitive information, such as a dietary requirement or an accessibility need that relates to your health. We only collect it with your consent, and only use it to look after you during your stay or event.

You can ask us a general question without giving your name. To make a booking, or an enquiry about a stay or event, we need enough detail to know who you are and reply to you.

How we collect it

Most of the information we hold comes from you: through the forms on this website, by email or phone, and at the hotel. We also receive booking details from Accor when you book on Accor's website or app, and from travel agents and booking websites when you book through them. This website also collects some information automatically, through cookies.

How we use it

• To reply to your enquiry, and to manage your booking, stay, event or group booking
• To provide the services you ask for during your stay or event
• To send you news and offers, only if you have agreed to receive them
• To improve our website, rooms and services
• To keep guests, staff and the hotel safe and secure
• To meet our legal obligations, including under liquor licensing, tax and accounting laws

We do not sell your personal information.

News and offers

We only send you marketing emails if you have signed up or otherwise agreed to receive them, in line with the Spam Act 2003 (Cth). Every email we send has an unsubscribe link, and you can ask us to stop at any time by contacting us. Unsubscribing does not stop messages about a booking you have made.

Who we share it with

We share personal information only where it is needed for the purposes above, with:

• Accor and its group companies, which run the booking platform, the ALL Accor loyalty program and systems the hotel uses
• Service providers who work for us, such as website hosting, email, IT support and payment processing, and only for the job they do for us
• Our professional advisers, such as lawyers and accountants
• Police, government agencies or others, where the law requires or allows it

We take reasonable steps to ensure that service providers handling personal information on our behalf protect it appropriately and use it only for the purposes for which it was provided. Other recipients, such as Accor group companies, government agencies and law-enforcement bodies, may handle information under their own legal obligations and privacy requirements.

Information sent overseas

Accor's head office is in France, and some of Accor's systems and some of our service providers store information outside Australia. Your personal information may therefore be sent to, or stored in, France and other countries where Accor group companies or our service providers operate. Before we send information overseas, we take reasonable steps to make sure it will be handled in a way that is consistent with the Australian Privacy Principles.

How we keep it safe

We store personal information on secure systems and in secure premises, and only the staff and service providers who need it can reach it. We keep information only for as long as we need it for the purpose we collected it for, or as long as the law requires, and then destroy it or remove anything that identifies you.

If an eligible data breach is likely to result in serious harm to any of the individuals affected, we will notify affected individuals and the Office of the Australian Information Commissioner where required under the Notifiable Data Breaches scheme.

Automated decisions

We do not use computer programs to make decisions about you, using your personal information, that could significantly affect your rights or interests.

Seeing and correcting your information

You can ask for a copy of the personal information we hold about you, and ask us to correct it if it is wrong, out of date or incomplete. Contact us using the details at the end of this policy. It costs nothing to ask, and we will reply within 30 days. If we cannot give you access or make a correction, we will tell you why in writing.

Making a complaint

If you think we have mishandled your personal information, please contact us first, in writing if you can, so we can look into it. We will acknowledge your complaint promptly and aim to give you a full response within 30 days.

If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner on 1300 363 992 or at oaic.gov.au.

Changes to this policy

We may update this policy from time to time. The current version is always on this page, with the date it was last updated.