Privacy Policy

1. About this policy

Zen Luxury Retreats (ABN 89 651 104 442) (“ZLR”, “we”, “us”) respects your privacy. This policy explains how we collect, hold, use and disclose personal information, and how you can access and correct it or make a complaint. We have prepared this policy with reference to the Australian Privacy Principles in the Privacy Act 1988 (Cth).

2. What we collect

Depending on how you deal with us, we may collect: your name, phone number, email address and postal address; the names of other guests and their ages where relevant to occupancy; booking details, stay dates, property and preferences; payment transaction information (our payment providers process card details; we do not store full card numbers); identity-verification information where reasonably required, such as a copy of photo identification; your requests, messages and communications with us, including through WhatsApp, email, website chat and Booking Platform message threads; property-owner enquiry details, including property address and current use; corporate and organisational details, including purchase order and billing information; complaint and incident information, including photographs and reports; website analytics, device, IP address and cookie information; and accessibility, dietary or health-related information you choose to give us so that we can accommodate you.

We collect sensitive information (such as health information) only with your consent or where the law permits, and only where reasonably necessary to provide our services.

3. How we collect it

We collect personal information when you use our website forms and chat; make a direct booking or enquiry; contact us by phone, email, SMS or WhatsApp; book through a Booking Platform such as Airbnb, Booking.com, Vrbo, Expedia or Marriott Homes & Villas; complete online check-in, a rental agreement or a security-deposit authorisation; use our guest portal or guest app; submit a property-owner, corporate, partner or concierge enquiry; deal with our authorised partners and integrated systems; and through cookies and analytics when you visit our website. Where practicable, we collect information directly from you. We may also receive information from Booking Platforms, payment providers and identity-verification providers.

4. Why we collect, use and disclose it

We use personal information to respond to enquiries; manage bookings and provide accommodation; communicate with you before, during and after your stay; complete check-in and identity verification; manage security deposits, payments and invoicing; provide customer support and concierge services; arrange cleaning, maintenance and property management; handle incidents, complaints and disputes; detect and prevent fraud and protect the safety of guests, staff, properties and neighbours; meet legal, tax, accounting and insurance obligations; send marketing communications where you have consented or would reasonably expect them, with the ability to opt out at any time; and analyse and improve our services and website.

5. Who we disclose it to

We disclose personal information only where reasonably necessary for the purposes above, where you have authorised it, or where required or permitted by law. Recipients may include: property owners, where reasonably necessary in relation to a stay at their property; cleaning, housekeeping and maintenance contractors; our booking, property-management, messaging, guest-portal and CRM technology providers; payment processors and identity-verification providers; accountants, insurers, lawyers and professional advisers; Booking Platforms in relation to bookings made through them; approved experience and concierge partners, where you request or book that service; body corporates or building managers where required for access or compliance; and government agencies, regulators, courts or law-enforcement bodies where lawfully required.

We do not sell personal information.

6. Overseas disclosure

Some of our technology providers may store or process information on servers located outside Australia. Where we disclose information overseas, we take reasonable steps to ensure the recipient handles it in a manner consistent with Australian privacy law.

7. Security

We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure, including access controls, secure cloud systems and staff training. No system is completely secure, and we cannot guarantee the security of information transmitted over the internet. If a data breach occurs that is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner where required by law.

8. Retention

We keep personal information only for as long as reasonably necessary for the purposes described above, including to manage bookings and disputes and to meet tax, accounting, insurance and legal requirements, and then securely delete or de-identify it.

9. Access and correction

You may ask to access or correct the personal information we hold about you by emailing reservations@zenluxuryretreats.com. We may need to verify your identity before responding. We will respond within a reasonable time and, if we decline a request, we will tell you why.

10. Marketing

We may send you information about ZLR properties, offers and Locally Proud partners where you have consented or would reasonably expect it. Every marketing email contains an unsubscribe link, and you can opt out at any time by emailing reservations@zenluxuryretreats.com. We do not send marketing SMS without consent.

11. Complaints

If you have a concern about how we have handled your personal information, email reservations@zenluxuryretreats.com marked “Privacy”. We will acknowledge your complaint within two business days, investigate, and respond within 30 days. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner at oaic.gov.au.

12. Contact and changes

Zen Luxury Retreats, 1/4 Damaso Place, Woolner NT 0820 · reservations@zenluxuryretreats.com · 1300 936 738. We may update this policy from time to time; the current version is always published on this page with the date it was last updated.