1. About this policy

This Privacy Policy explains how Edge Holidays Pty Ltd 97656217220 as agent for the Macquarie Waters Partnership (referred to in this policy as "we", "us" and "our"), which operates Macquarie Waters Boutique Apartment Hotel at 2/11 Clarence St, Port Macquarie NSW 2444, collects, holds, uses and discloses your personal information.

We are committed to handling your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

2. What personal information we collect

The kinds of personal information we may collect include:

•    Your name

•    Contact details, including your email address, phone number and postal address

•    Booking details, including dates of stay, room or apartment type, number of guests and any preferences or special requests you provide

•    Payment information, including payment card details provided to secure or pay for a booking

•    Identification details where required, such as a driver licence number

•    Vehicle registration details if you use our parking

•    Records of your communications with us, including emails and phone messages

•    Technical information collected when you use our website, such as your IP address, browser type and pages visited

We do not collect sensitive information (such as health information) unless you provide it to us, for example in connection with an accessibility request, and we will only use it for that purpose.

3. How we collect your personal information

We collect personal information:

•    Directly from you, when you make a booking by phone, email, through our website or in person

•    From online travel agencies and booking platforms (such as Booking.com and Expedia) when you book through them

•    From travel agents, employers or other people who make a booking on your behalf

•    Automatically through our website, including through cookies as described in section 11

4. Why we collect, hold, use and disclose your information

We collect, hold, use and disclose your personal information to:

•    Take, manage and confirm your booking and process payments

•    Provide accommodation and related services to you during your stay

•    Communicate with you about your booking or stay

•    Comply with our legal obligations, including record keeping, and respond to lawful requests from government agencies

•    Manage security, insurance and any incidents affecting the property or our guests

•    Improve our services and, where you have not opted out, tell you about offers or news relating to the property

5. Where your information is stored

Your booking and payment information is stored in the property management and reservation platform we use, which is provided by Resly Pty Ltd (Resly). When you make a booking, your details, including your name, contact details, stay details and payment card information, are entered into and held in the Resly platform. Although the booking system may appear to be part of our own website or operations, Resly is a separate company that hosts and stores this information on our behalf.

We also use other third party service providers to support our business, including payment processors, email and IT service providers and channel management services that connect our reservation system to online travel agencies.

6. Who we disclose your information to

We may disclose your personal information to:

•    Resly, as the provider of our property management and reservation platform

•    Payment processors and financial institutions, to process payments and refunds

•    Online travel agencies and booking platforms, where your booking is made or managed through them

•    Our professional advisers, including lawyers, accountants and insurers

•    Government agencies, regulators or law enforcement where we are required or authorised by law to do so

•    Other service providers who assist us in operating the property, on the basis that they handle your information only for that purpose

We do not sell your personal information.

7. Overseas disclosure

Some of the third parties we deal with may store or process information outside Australia. In particular, if you book through an online travel agency such as Booking.com or Expedia, those companies are based overseas and handle your information under their own privacy policies. We take reasonable steps to ensure that any service provider we engage handles personal information in a manner consistent with the Australian Privacy Principles.

8. How we protect your information

We take reasonable steps to protect the personal information we hold from misuse, interference, loss and from unauthorised access, modification or disclosure. These steps include access controls on our systems, use of two factor authentication for our booking platform, and staff awareness of information security. We also take reasonable steps to destroy or de-identify personal information once it is no longer needed for any purpose for which it may be used or disclosed.

9. Data breaches

If a data breach occurs that is likely to result in serious harm to any individual, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) in accordance with the Notifiable Data Breaches scheme under the Privacy Act 1988 (Cth).

10. Accessing and correcting your information

You have a right to request access to the personal information we hold about you, and to ask us to correct it if it is inaccurate, out of date, incomplete, irrelevant or misleading. To make a request, contact us using the details in section 13. We will respond within a reasonable period. We will not charge you for making a request or for correcting your information, although we may charge a reasonable fee for giving access in some circumstances. If we refuse a request, we will tell you why in writing and how you can complain about the refusal.

11. Website and cookies

Our website may use cookies and similar technologies to help it function, remember your preferences and understand how visitors use the site. You can set your browser to refuse cookies, although some parts of the website may not work properly if you do. Our website may contain links to other websites. We are not responsible for the privacy practices of those sites and encourage you to read their privacy policies.

12. Direct marketing

We will only send you marketing communications where the law allows us to, and every marketing email we send will include a simple way to unsubscribe. You can also opt out at any time by contacting us.

13. Complaints and how to contact us

If you have a question about this policy, want to access or correct your information, or believe we have breached the Australian Privacy Principles, please contact:

Macquarie Waters Boutique Apartment Hotel

2/11 Clarence St, Port Macquarie NSW 2444

Email: info@mwaters.com.au

Phone: (02) 6584 5755

We take complaints seriously. We will acknowledge your complaint promptly, investigate it, and respond to you within 30 days. If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner (OAIC) online at www.oaic.gov.au or by phone on 1300 363 992.

14. Changes to this policy

We may update this policy from time to time. The current version will always be available on our website, and the date at the top of the policy shows when it was last updated.