The kinds of information we collect and hold
The type of information that we collect from you will depend on the products and services you require. We may collect and hold a range of different information about you. This can include your name, date of birth, contact details (including address, email address, phone number or mobile telephone number), credit card details, occupation, driver’s licence number, username or password and information about how you use our products and services.
How we collect information
You may choose to submit information to us when you elect to:
- Make a booking or place an order with us
- Request information, prices or rates be sent to you
- Submit a question or comment via our website enquiry or feedback forms
- Apply for or request further information on any of the guest loyalty, rewards or marketing programs that we administer
This is not an exhaustive list. For example, we may sometimes need to collect additional information where you chose to supply information to us or provide us information by entering into a competition or promotion, participating in a survey, subscribing to our mailing list or registering as a member with us. If you do not provide certain personal information when requested, you may not be able to take advantage of selected services.
We usually only retain unsolicited information about our guests when dealing with a guest enquiry or complaint or where we conduct an investigation. For example, your image may be present on CCTV footage that also records a fall of another guest in one of our hotels.
Use of information
The information that we collect about you is used to help you access our products and services more easily, and to continuously strive to provide a better level of service by understanding our guests.
The information we collect from you is strictly confidential. We will not collect any information except where it is specifically and knowingly provided by you. We may share this information with the other of our entities in the SilverNeedle Hospitality group, but other than this we do not share any information about you unless you give your written consent or we are required by law to do so.
When you visit our website, our web server collects some basic information such as your Internet service provider’s domain name, which pages you accessed on our website, and when. We use this information only to analyse the use of our website to help guide improvements. We do not collect any personally identifiable information.
Your personal information may also be used for the following purposes:
- Promotional, marketing, publicity, research and profiling purposes, including sending electronic messages or telephoning you (unless otherwise advised)
- Statistical purposes, including general analysis of sales data
- Any other customer support services
We may disclose the personal information, other information or data we collect from you if:
- You give us your consent
- You would reasonably expect us to disclose it for another purpose, and that other purpose is related to the purpose specified to you at the time of collection
- We are required by law or it is otherwise necessary, as contemplated by the Australian Privacy Legislation
We may also use your information from time to time to send you out promotional material, which you may find of interest. If you do not wish to receive this material you may simply choose to unsubscribe from our mailing list and no further material will be sent to you.
As a participant in The Escape Club Guest Reward Program, one of the benefits your membership includes is statement mailings. These statements include details relating to your personal membership (i.e. your points balance) and may include special promotional offers. If you would prefer not to receive these communications, you have the right to opt out. Where relevant, a choice to opt out will be included on the subscription form. Alternatively, you can write, phone or email to request that you receive no further information on the contact details below.
Security of your information
Any information that we collect about customers including email addresses will be kept in our database. We will take reasonable steps to ensure that the information we hold is protected against misuse and loss, modification or disclosure, and from unauthorised access, including restricting access of information only to employees who require it in order to fulfill our obligations to you.
We will comply with all legislation, principles, industry codes and policies relating to information privacy protection by which we are bound.
We never release your information to any third party sites.
Your rights to access information
You have the right to request access to the personal information that our companies have relating to your history, profile or membership.
You can access, update or correct your personal information upon request (by phone or email below), subject to any exemptions which may be applicable under the Australian Privacy Legislation. We may need to ask you some detailed questions to ensure that the information is accessed only by the appropriate person. In some circumstances you may need to put your request in writing. You can also request that we delete your personal information at any time. If you have provided us with your personal details but would prefer not to receive any promotional material or product offers via direct mail or email, then please advise us on the contact details below.
We have no intention of collecting any personal information from individuals under thirteen years of age. If a child has provided us with personal information, a parent or guardian of that child may contact us at the email address listed below if they would like this information deleted from our records.
Contact information for enquiries
We take the privacy of your information seriously and it is important that you understand how we manage your personal information.
Please contact us if you believe:
- Someone has gained access to your personal information
- We have breached our privacy obligations or your privacy rights in any way, or
We will try to satisfy any questions you have and correct any errors on our part.
You can contact us through our reservations team with requests or enquiries as follows:
- By email: [email protected]
- By phone 02 65 832 955
- By fax: 02 65 83 7398
- By mail to Waters Edge Port Macquarie, 1 Buller Street, Port Macquarie, NSW, 2444.