Privacy policy

Introduction

Roamfree Hotels (“Roamfree”, “we”, “us”, “our”) recognises that your privacy is important and we are committed to protecting your privacy and handling your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

This Privacy Policy explains how we collect, use, disclose, store, and manage your personal information when you:

  • Stay at our properties
  • Make a booking
  • Join Club Roamfree
  • Interact with our websites or services

What Personal Data is Collected

At various times, we may collect information about you and/or the persons accompanying you, including the following:

  • Personal Information (for example, last name, first name, telephone number, email, address, date of birth, nationality)
  • Your credit card number (for transaction and reservation purposes processed securely via third-party providers)
  • Your arrival and departure dates and stay history
  • Your preferences and interests (for example, smoking or non-smoking room, preferred floor, type of bedding, etc.)
  • Your questions/comments, during or following a stay in one of our Roamfree Hotels
  • Any incident reports, during or following a stay in one of our Roamfree Hotels
  • CCTV footage captured in common areas

When is Your Personal Data is Collected

Personal data may be collected on a variety of occasions, including:

  • Hotel activities:

o     Making a booking (direct or via third parties)

o     Completing a guest registration card on check-in

o     Hotel services provided during a stay

o     Requests, providing feedback, complaints and/or disputes.

  • Joining our Club Roamfree program
  • Subscribing to marketing communications
  • Internet activities:

o     Use of our websites

o     Use of our Wi-Fi services

Why We Collect Your Personal Data

We collect and use your personal information to:

  • Operational Purposes

o     Process bookings and manage your stay

o     Provide customer service

o     Meet legal and regulatory obligations

  • Marketing and Communication (with consent)

o     Send promotional offers and updates

o     Provide personalised deals based on your stay history

o     Improve our services and guest experience

We will only send marketing communications where you have opted in or where permitted by law. You can unsubscribe at any time.

Disclosure of Personal Information

We may disclose your personal information to:

  • Booking platforms
  • Secure payment processors
  • IT and CRM providers
  • Marketing platforms
  • Professional advisers (legal, accounting)
  • Regulatory authorities (where required by law) 

We will not sell your personal information. 

If at any stage, service providers are located overseas, we take reasonable steps to ensure your data is handled in accordance with Australian privacy laws.

Data Security

We take reasonable steps to protect your personal information from misuse, interference, loss, unauthorised access, modification or disclosure.

This includes:

  • Secure systems and encryption
  • Restricted staff access
  • Secure payment gateways

Data Retention

We retain personal information only as long as necessary to:

  • Provide services
  • Meet legal obligations
  • Resolve disputes

When no longer required, data is securely deleted or de-identified.

Access to your Personal Information

You may request access to the Personal Information that we hold about you at any time by contacting our Privacy Officer using the details set out in this Privacy Policy. We will respond to any such request for access to Personal Information within a reasonable time frame and will provide you access to the Personal Information that we hold that belongs to you, unless we are authorised not to do so by law. 

Correction of your Personal Information

If, upon receiving access to your Personal Information, or at any other time, you believe the Personal Information that we hold about you is inaccurate, incomplete or out of date, please notify our Privacy Officer using the details set out in this Privacy Policy and we will take reasonable steps to correct the information unless we are authorised not to do so by law. 

Marketing Communications

If you opt in to receive marketing communications, we may contact you via Email and/or SMS. 

You can withdraw your consent at any time by:

We comply with the Spam Act 2003 (Cth) and ensure all communications include an unsubscribe option.

CCTV and Surveillance

CCTV may operate in common areas of our properties for the purpose of safety, security and incident management. Footage is handled securely and only accessed when required.

Complaints

Should you believe that we have not fulfilled our obligations under the Australian Privacy Act 1988 and/or Australian Privacy Principles or have not complied with the terms of our Privacy Policy, you can make a complaint in writing to our Privacy Officer using the details set out in this Privacy Policy.

We will respond to you within a reasonable period of time to acknowledge your complaint and inform you of the next steps we will take in dealing with your complaint.

If you are unhappy with a response that you have received, and if Privacy Act applies, you may direct your complaint to the Office of the Australian Information Commissioner (OAIC) in Australia. The details of the OAIC are listed on their website: www.oaic.gov.au.

Transfer

If a transfer is required due to reasons such as mergers, divisions, dissolution, or bankruptcy, we will inform you of the name and contact details of the receiving party before the transfer and ensure that the receiving party continues to fulfill the obligations of a personal information handler. If the receiving party changes the original purpose or method of processing, we will require them to obtain your consent again in accordance with legal requirements.

Updates and Changes to this Policy

We may modify our Privacy Policy from time to time. Consequently, we recommend that you review it regularly, particularly when making a reservation at one of our hotels.

Questions and Contacts

For any questions concerning Roamfree’s Privacy Policy, please contact our Privacy Officer.

Privacy Officer
Email: privacy@roamfreehotels.com.au

More Information

For more information about privacy in general, you can visit the Australian Privacy website www.oaic.gov.au.

This policy is applicable to Q1 Resort & Spa, Rhapsody Resort, Amaya Broadbeach, Aspire Melbourne and associated entities