1. Introduction
This Privacy Policy explains how AusStayGuide handles information connected with the use of AusStayGuide.com, including information provided when you contact us, ask about accommodation, enquire about facilities, manage cookie preferences or interact with website features. We aim to describe our information practices in clear language so that guests and website visitors can understand what information may be involved, why it may be used and what choices are available.
This policy applies to information handled through this website and through communications that arise directly from website enquiries. It does not automatically apply to independent third-party websites, travel services, map providers, social platforms or other services that may be linked from AusStayGuide.com. Those services operate under their own privacy notices and terms.
You should read this policy together with our Cookie Policy and Terms & Conditions. If you do not agree with the way information is described here, you may choose not to submit optional information through the website and may contact us using the general contact details provided on the Contact page.
2. Information You Provide
You may choose to provide personal information when you complete an enquiry form, contact AusStayGuide by email or telephone, ask about a room, request information about facilities or dining, or communicate with us about an upcoming or existing stay. Depending on the nature of your enquiry, this information may include your first and last name, email address, telephone number, preferred arrival and departure dates, enquiry type and the contents of your message.
Please provide only the information reasonably necessary for us to understand and respond to your request. We recommend that you do not include payment-card details, government identification numbers, passwords, medical records or other highly sensitive information in a general website enquiry. If additional information is required for a specific service, it should be requested through an appropriate and secure process.
When information relates to another person, you should only provide it when you are authorised to do so and when it is appropriate for the purpose of the enquiry. You are responsible for ensuring that the information you submit is accurate and up to date to the best of your knowledge.
3. Hotel Enquiries
Information submitted in connection with a hotel enquiry may be used to understand your question, identify the relevant room or service, respond to requests about accommodation, clarify preferred dates, discuss accessibility needs, provide general information about facilities, and support communication before or during a stay.
An enquiry is not the same as a confirmed reservation. Information provided through an enquiry may be reviewed in order to prepare a response, but room availability, rates, inclusions and booking conditions remain subject to confirmation through the applicable reservation process. Where communication continues by email or telephone, the information exchanged in those communications may become part of the relevant customer-service record.
The website uses client-side checks to help ensure required fields are completed and dates are entered in a logical order. These checks are designed to improve the quality of information entered by the visitor and do not replace any additional verification that may be necessary when a reservation is arranged.
4. Stay Enquiry Information
Stay-related enquiries can contain information such as preferred arrival and departure dates, the room type you are interested in, the number of guests, questions about facilities, requests relating to dining, accessibility queries, or other information that helps us understand your intended visit. We use this information only for purposes reasonably connected with responding to the enquiry and supporting guest service.
If you ask about accessibility or another individual requirement, we encourage you to describe the practical assistance or room feature you need rather than providing unnecessary medical details. This allows us to focus on the service requirement while minimising the amount of sensitive information shared.
Where an enquiry leads to a reservation, additional booking information, payment information or identification details may be handled under the terms and privacy information that apply to that reservation process. This Privacy Policy should therefore be read together with any booking-specific notices presented when a reservation is made.
5. Technical Information
When you access AusStayGuide.com, certain technical information may be generated automatically by your browser, device, hosting provider or security infrastructure. This may include an IP address, browser type, operating system, device category, language settings, referring page, requested URL, date and time of access, and basic diagnostic information associated with website performance or security.
Technical information can be useful for delivering pages correctly, maintaining website availability, detecting misuse, diagnosing errors, protecting the website against malicious traffic, and understanding broad patterns of use. Some technical information may be contained in standard server logs maintained by the hosting environment.
We do not encourage the use of technical information to identify individual visitors where that is not necessary. When aggregated or de-identified information is sufficient for a purpose, it may be preferred over information linked to a particular visitor.
6. Cookies and Local Storage
AusStayGuide.com may use cookies, localStorage and similar browser technologies for essential website functions and preference management. These technologies can store small pieces of information in your browser so that the website can remember choices between page views or visits.
The cookie preference interface stores your choices under the localStorage key ausstayguide_cookie_preferences. The stored preference may indicate whether you accepted or rejected optional preference, analytics or marketing categories. Essential functionality remains available because it is required for core website operation and for remembering your privacy choices.
Browser storage is generally controlled through your own device and browser. You can remove stored data using your browser settings, although clearing browser data may reset choices you previously made on AusStayGuide.com. More information about the categories used by the website is provided in our Cookie Policy.
7. Cookie Preferences
When the privacy banner is shown, you can accept all available categories, reject non-essential categories, or open the preference panel to make a more specific selection. You can also reopen Cookie Settings from the footer at any time.
Your choices are intended to control optional website technologies in accordance with the settings available on the site. Essential technologies are not optional because they support functionality such as preference storage, security and interface operation. Optional categories are designed to remain subject to the choice recorded in your browser.
If you use multiple browsers or devices, your preferences may need to be set separately on each one. Clearing cookies or local storage can also remove the saved preference, which may cause the banner to appear again on a later visit.
8. How Information May Be Used
Information associated with AusStayGuide.com may be used for purposes reasonably connected with operating the website and providing hotel services. These purposes may include responding to enquiries, discussing rooms and facilities, supporting guest requests, providing service information, maintaining records of correspondence, improving website usability and protecting the website against misuse.
Information may also be used to understand recurring guest questions, identify areas where website information could be clearer, improve content, maintain service quality and coordinate internal follow-up where a guest has asked for assistance. We aim to use only the information that is reasonably necessary for the relevant purpose.
We do not state that every category of information described in this policy is collected from every visitor. The information involved will depend on how you use the website, what you choose to submit and which optional technologies are enabled through your privacy choices.
9. Communications
If you contact us, we may use the contact details you provide to respond to the subject of your message. A response may contain information about rooms, facilities, dining, arrival planning, accessibility, guest services or other matters connected with your enquiry.
Service-related communication is different from promotional marketing. An email sent to answer a room question or provide requested information is considered part of the enquiry process. Promotional communications, where used, should provide appropriate choices and should not be sent merely because someone viewed a page.
Please keep in mind that ordinary email is not always an appropriate channel for highly confidential information. Where a secure method of communication is required, we may ask you to use another method.
10. Third-Party Services
AusStayGuide.com may use or link to third-party services that support website presentation or visitor functionality. Examples can include web-font delivery, icon libraries, map content, hosting infrastructure, security services, email providers or other technical services.
When a third-party resource is loaded, the provider may receive technical information such as your IP address, browser details and the URL of the page requesting the resource. The amount of information and the provider's use of it depend on the service involved and its own privacy practices.
We encourage visitors to review the privacy information of third-party services when they follow an external link or interact with embedded content. AusStayGuide does not control the independent privacy practices of external providers.
11. Embedded Maps
The Contact page includes embedded map content to help visitors understand the surrounding Gold Coast area. When an embedded map is loaded, your browser may communicate directly with the map provider. That provider may process device, browser, IP-address and interaction information under its own terms.
Map features can involve external cookies or similar technologies depending on the provider, browser settings and the way the embedded service is configured. If you prefer not to interact with embedded map content, you can avoid using the map and rely on the written contact information shown on the page.
Map information is provided for general location guidance. Visitors should confirm travel directions and arrival instructions before travelling, particularly where local traffic conditions, road works or access arrangements may affect the route.
12. Data Sharing
Information may be shared with service providers where this is reasonably necessary to operate website or hotel functions, respond to enquiries, maintain communications, host website content, provide technical support, protect systems or deliver another service requested by a guest. Service providers should receive only the information relevant to the service they perform.
Information may also be disclosed where required by applicable law, a valid legal process, or where reasonably necessary to protect the rights, safety and security of guests, staff, the website or other people. We do not describe such disclosures as routine and they should be limited to circumstances in which there is a proper basis for them.
AusStayGuide does not sell a visitor's enquiry merely because it was submitted through the website. Any use of optional marketing technologies remains subject to the privacy settings and the arrangements applicable to those technologies.
13. Data Retention
Information should not be kept for longer than is reasonably necessary for the purpose for which it was collected, subject to operational, legal, accounting, dispute-resolution and security considerations. Different categories of records can therefore have different retention periods.
General enquiries may be retained for a period that allows us to respond, follow up and maintain an appropriate record of the communication. Information associated with a confirmed stay may be retained for longer where needed for booking administration, payment records, customer service, accounting or the handling of a complaint or dispute.
Cookie preferences stored in your browser remain under the control of that browser and may stay there until you change your preference, clear your browser data or the stored value is replaced. Retention of server logs or third-party technical records is determined by the relevant systems and provider settings.
14. Data Security
We take reasonable measures to protect information against unauthorised access, alteration, loss, misuse or disclosure. Appropriate safeguards can include secure website connections, access controls, account protections, system updates, restricted administrative access and careful selection of service providers.
No internet transmission, storage method or information system can be guaranteed to be completely secure. For this reason, visitors should avoid sending unnecessary sensitive information through general-purpose forms or email. If you believe information connected with your enquiry may have been exposed or misused, please contact us so the matter can be reviewed.
Security also depends on the visitor's own device and account practices. Keeping your browser updated, using strong passwords for email accounts and avoiding shared or untrusted devices for sensitive communications can reduce common risks.
15. External Links
AusStayGuide.com may contain links to external websites or services that are not controlled by AusStayGuide. A link is provided for convenience or additional information and does not mean that the external website follows this Privacy Policy.
Once you leave AusStayGuide.com, the destination website may collect information according to its own settings and policies. We recommend reviewing the privacy notice of a third-party website before submitting personal information or enabling optional technologies on that service.
We are not responsible for changes made by external websites after a link has been added to AusStayGuide.com, although we may remove or update links that are no longer useful or appropriate when we become aware of an issue.
16. Your Privacy Choices
You can make choices about optional browser technologies by using the cookie banner and Cookie Settings panel. You may also use browser controls to block or delete cookies, remove local storage, limit cross-site tracking or change permissions associated with specific websites.
If you have contacted AusStayGuide and want to ask about personal information associated with your communication, you can contact us using the details below. Depending on the nature of the request and the law that applies, we may need to verify your identity before providing information or making a change.
Requests may be subject to reasonable limitations where information must be retained, where another person's privacy would be affected, where records are required for legal or security reasons, or where the request cannot be fulfilled using the information reasonably available to us.
17. Children's Privacy
AusStayGuide.com is intended for general hotel information and enquiries. It is not designed to encourage children to submit personal information independently. A parent, guardian or responsible adult should handle booking and stay arrangements for minors where appropriate.
If information about a child is relevant to a family stay, visitors should provide only what is reasonably necessary for the service being requested. Sensitive information about children should not be included in a general website message unless there is a clear reason and an appropriate way to communicate it.
If we become aware that personal information has been provided inappropriately by a child, we may take reasonable steps to remove or restrict that information where practical and appropriate.
18. Changes to This Policy
We may update this Privacy Policy from time to time to reflect changes in website features, hotel processes, service providers, privacy controls or information-handling practices. The latest version will be published on this page and the “Last updated” date will be revised when changes are made.
We encourage visitors to review this page periodically, particularly before submitting a new enquiry after a significant period of time. Where a change materially affects the way information is handled, additional notice may be provided where appropriate.
19. Contact
Questions about this Privacy Policy or the way information is handled in connection with AusStayGuide.com can be directed to [email protected].
AusStayGuide
24 Coastal View Avenue
Broadbeach QLD, Australia
Telephone: +61 7 0000 1846
For reservation-related questions, you may also contact [email protected]. Please include enough information for us to understand your request, but avoid sending unnecessary sensitive personal information by ordinary email.