Crystal Lodge Coburg
Website: www.crystallodge.au
Effective Date: 07th July 2025

Crystal Lodge Coburg (“we,” “our,” “us”) is committed to protecting your privacy and complying with the Privacy Act 1988 (Cth), including the Australian Privacy Principles (APPs). This Privacy Policy outlines how we collect, use, disclose, and protect your personal information.

1. Collection of Personal Information

We collect personal information that is reasonably necessary for our functions and services, including:

• Identity details: name, date of birth, identification documents (as required by law).

• Contact details: phone number, email, postal address.

• Booking and stay details: dates, payment information, preferences, and special requests.

• Website and digital information: IP address, browser type, cookies, and analytics.

• Communications: emails, messages, or calls you exchange with us.

Where lawful and practicable, you may interact with us anonymously or by using a pseudonym, but this may limit the services we can provide.

2. How We Collect Information

We collect personal information directly and indirectly, including:

• When you make a booking via our website, email, phone, or in person.

• When you use third-party booking platforms (e.g., Booking.com, Airbnb).

• When you subscribe to newsletters or promotions.

• Through our website via cookies and analytics tools.

• From third parties where you have consented or as permitted by law.

3. Purpose of Collection and Use

We collect, hold, use, and disclose personal information for the following purposes:

• To process and manage accommodation bookings.

• To communicate with you regarding your stay, enquiries, or support.

• To comply with legal and regulatory obligations (e.g., guest registration).

• To process payments and prevent fraud.

• To improve our services, website, and customer experience.

• To send you marketing communications where you have provided consent.

4. Disclosure of Personal Information

We may disclose your personal information to:

• Third-party booking and payment service providers.

• Contractors and service providers assisting with our operations (e.g., IT, marketing).

• Government authorities or regulators, where required by law.

• Other third parties with your consent.

We will not sell or rent your personal information to third parties.

5. Cross-Border Disclosure

Some of our service providers (e.g., booking platforms, cloud storage providers) may store or process personal information overseas. Where this occurs, we take reasonable steps to ensure those providers comply with Australian privacy laws.

6. Data Security

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification, or disclosure. If personal information is no longer needed, we will securely destroy or de-identify it, unless required by law to retain it.

7. Cookies and Website Analytics

Our website uses cookies and analytics services (such as Google Analytics) to improve user experience and understand website traffic. You can adjust your browser settings to refuse cookies, but this may affect functionality.

8. Access and Correction

You have the right to request access to the personal information we hold about you and request corrections if it is inaccurate, out of date, or incomplete. To make a request, please contact us (see Section 10).

9. Complaints

If you believe we have breached the Australian Privacy Principles, you can:

1. Contact us directly (see Section 10) with details of your complaint.

2. We will investigate and respond within a reasonable timeframe.

3. If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC):

   • Website: www.oaic.gov.au

   • Phone: 1300 363 992

10. Contact Us

For privacy-related questions, requests, or complaints, please contact us at:

Crystal Lodge Coburg
Email: reception@crystallodge.au
Phone: 1300 C LODGE
Address: 61 Trade Place, Coburg North VIC 3058 

11. Updates to This Policy

We may update this Privacy Policy from time to time. The latest version will always be available on our website.