Raes on Wategos | Byron Bay

Raes on Wategos Privacy Policy

1. Introduction

1.1. Raes on Wategos Pty Ltd (ACN 164 962 494) (Raes, we or us) operate and manage the Raes on Wategos hotel, guesthouses, spa, restaurant and cellar bar. Raes is committed to ensuring your Personal Information is protected. We manage your Personal Information in accordance with the Australian Privacy Principles set out in the Privacy Act 1988 (Cth) (Privacy Act).

1.2. By accessing and using our website, accommodation, services and products you indicate that you:

(a) have read and understood this policy; and
(b) agree to this policy.

1.3. This policy applies to the collection, storage, use and disclosure by us of your Personal Information, and to how you may access your Personal Information kept by us or how you may make a privacy complaint.

2. The information we collect about you

2.1. Raes will only collect and hold Personal Information about you that is reasonably necessary to undertake our business activities and functions, or as otherwise permitted by law. We collect and use Personal Information from customers, guests, authorised users or visitors of our website, staff (actual or prospective), purchasers of our products or services, and any other individual who interacts with us.

2.2. The term ‘Personal Information’ refers to any information or opinion about an identified individual or an individual who is reasonably identifiable, whether or not the information is true or recorded in a material form.

2.3. The type of Personal Information that we collect and use depends on the type of dealings that you have with us and may include:

(a) contact details (for example, full name, address, mobile and telephone numbers and email address);

(b) identification information (for example, photographic identification, gender, date and place of birth, nationality, passport and visa information);

(d) information relating to your reservation (for example, dates of arrival and departure, products and services you have ordered or purchased, special requests made (such as dietary requirements), products and service preferences, telephone numbers dialed and received, texts and telephone messages received);

(e) employer information (for example, employer name and contact details and employee title);

(f) payment and billing information (for example, credit card and bank account details and authentication information);

(g) information from enquiries you have made; and

(h) information about vehicles you may bring onto Raes’ premises.

2.4. Personal Information relating to children visiting or staying at Raes will not be collected directly from the children but will collected directly from the children’s parents or legal guardians.

2.5. We do not deliberately collect Sensitive Information (as defined in the Privacy Act) from hotel guests, users or visitors of our website; however, if you access and use our spa treatment facilities, Raes may collect information about your spa treatments, including general health and wellness information (for example, medical conditions, medical treatments and special needs).

3. How we collect Personal Information

3.1. We may collect your Personal Information in a variety of ways, including:

(a) when you interact and transact with us (for example, when you make a hotel reservation or book a room or function venue, visit our spa facilities, restaurant or cellar bar, purchase goods or services from Raes, when you participate in a promotion, competition, or survey, or when you complete forms such as a reservation form or guest feedback form);

(b) visit our website;

(d) from publicly available sources of information (including social media sites);

(e) from third parties (including our related bodies corporate, business partners and service providers, credit reporting bodies, credit providers, government agencies, travel agents, tour operators, internet booking agents, travel aggregators, employers, airlines and your representatives); and

(f) when otherwise legally authorised or required to do so.

4. How we use your Personal Information

4.1. We use and disclose your Personal Information for the purposes for which the information is collected and any other purposes permitted by law, including:

(a) managing your stay at Raes, including tailoring our accommodation, products and services to your specific requirements and interests;

(b) providing, delivering and charging you for hotel accommodation and other products and services (including processing a booking or reservation that you have made with us);

(d) providing for the safety and security of staff, guests and other visitors;

(e) administering, improving and managing our hotel accommodation, products and services;

(f) informing you about our website, hotel, spa facilities, restaurant, cellar bar, products, services, offers, competitions, promotions, events, sweepstakes, surveys, questionnaires, or other matters which we believe are of interest to you (such as recruitment or job opportunities);

(g) fulfilling our contractual obligations to you and assisting third parties involved in your travel arrangements (for example, travel agents and tour operators);

(h) verifying your identity; and

(i) sharing with Third Party Providers.

4.2. We do not sell or trade Personal Information, however, we may disclose Personal Information to Third Party Providers and they may in turn provide us with Personal Information collected from you. We will not otherwise use or disclose your Personal Information unless the use or disclosure is authorised under the Privacy Act.

5. Disclosure to Third Party Providers

5.1. In order to manage your stay at Raes and to provide products and services to you, we may disclose your Personal Information to:

(a) our related bodies corporate, officers, employees, business partners, sponsors, service providers, third party contractors, agents and suppliers;

(b) authorised external service providers who perform functions on our behalf, such as marketing and analysis organisations, financial and credit card institutions in order to process any payments, hosting companies, web developers, internet service providers, customer service providers, customer support specialists, fulfilment companies, credit reporting agents, debt collection agents, research and data analysis firms;

(d) at your request, to third party providers of products and services with whom we have a commercial relationship, such as Byron Bay tour operators, taxi or local transport, operators, restaurants and limousine and car rental providers;

(e) to any other party with your consent and direction; and

(f) law enforcement bodies or regulatory authorities to assist with their functions, or as otherwise required or authorised by law,

(collectively, Third Party Providers)

5.2. Our Third Party Providers are located in Australia. If you subsequently decide that you do not wish to receive information from them, you may let us know by contacting us at info@raes.com.au.

5.3. Prior to the disclosure of Personal Information to Third Party Providers, we will take such steps as are reasonably necessary in the circumstances to ensure that the Third Party Providers treat your Personal Information securely and otherwise comply with the Privacy Act. These Third Party Providers are not permitted to use the information for any purpose other than the purpose for which they have been given access.

6. Marketing communications

6.1. Where we have your express or implied consent, or where we are otherwise permitted by law, we may use your Personal Information to send you information about products and services we believe are suited to you and your interests or we may invite you to attend special events. We may send this information in a variety of ways, such as by mail, email, SMS, telephone, social media or by customising online content and displaying advertising on our site. These communications may continue even after you stop using our products or services.

6.2. If you do not wish to receive any of these marketing communications, you can opt out by following the unsubscribe instructions included in the relevant marketing communication, or by contacting us via email at info@raes.com.au.

7. Integrity of Personal Information

7.1. We use reasonable endeavours to protect Personal Information from accidental deletion, loss, and unauthorised access, disclosure or modification. We are committed to, and our Third Party Providers are expected to observe, the confidentiality of your Personal Information.

7.2. Notwithstanding our reasonable endeavours, the confidentiality of any communication or information transmitted to or from us via our website or email cannot be guaranteed. The internet is not a secure environment. If you use the internet to send us any Personal Information, Raes will not be liable for events arising from unauthorised access to your Personal Information. We also cannot control nor be held responsible for the collection of Personal Information by third-party websites.

7.3. If we determine that Personal Information is no longer needed for any purpose, we will take reasonable steps to delete, destroy or permanently de-identify that Personal Information, unless we are required by law or a court or tribunal to retain the information.

8. Data security

8.1. We have a comprehensive data breach notification policy and response plan (Response Plan), which outlines the steps our personnel are required to take in the event of a data breach. This allows us to identify and deal with a data breach quickly to mitigate any harm that may result.

8.2. As part of the Response Plan, we will notify you as soon as practicable if we:

(a) discover or suspect that your Personal Information has been lost, accessed by, or disclosed to, any unauthorised person or in any unauthorised manner;

(b) believe that you are likely to suffer serious harm as a result; and

8.3. If you would like more information about our Response Plan, please contact us at info@raes.com.au.

9. Links to other websites

9.1. Our website may provide links or banner advertising to external or third party websites. We do not endorse any of these third parties, their products or services, or the content on these websites.

9.2. These linked websites are not subject to our privacy standards nor are they under our control or supervision, and we are not responsible for the content contained therein or the conduct of those third parties linked to our website. Before disclosing your Personal Information on any third-party website, we advise you to examine the privacy policies of these third parties and terms and conditions of their websites.

10. Access to and updating your Personal Information

10.1. To the extent permitted by law, you may access your Personal Information. If you want to inquire about or access any of your Personal Information we may have about you, you may contact us via email at info@raes.com.au. Please include your full name, address, telephone number and a copy of a document evidencing your identity (such as a driver’s licence or passport), so we can ascertain your identity and whether we have any of your Personal Information.

10.2. We may charge you a reasonable fee for processing your request and should we decline you access to your Personal Information, we will provide you with a written explanation as to why.

10.3. We will use reasonable endeavours to keep your Personal Information accurate, up-to-date and complete. Where it is appropriate to do so, this may include correcting your Personal Information. You should notify us in writing if your Personal Information changes.

11. Cookies

11.1. We collect cookie information when you visit our website. A cookie is a piece of data that enables us to track and target your preferences. We do not use it to identify you as an individual.

11.2. The type of information we collect may include statistical information, details of your operating system, location, your internet protocol (IP) address, the cookies installed on your device, the date and time (including time zone) of your visit, the pages you have accessed, the links which you have clicked on and the type of browser that you were using.

11.3. We may use cookies to:

(a) enable us to identify you as a return user and personalise and enhance your experience and use of our website; and

(b) help us improve our service to you when you access our website and to ensure that our website remains easy to use and navigate.

11.4. If you do not want to accept cookies, you can block them by adjusting the settings on your internet browser. However, if you reject or disable our cookies, you will not be able to use all of the features of our website and this may affect the functionality of our website.

12. Changes to this Privacy Policy

12.1. We may amend or update this policy from time to time at our discretion. Any revised policy will be posted on our website and will be effective at the time it is posted on our website.

12.2. Your continued use of our accommodation, products, services or website following any such amendment will be confirmation of your acceptance of the amendments. You should regularly check and read this policy.

13. Further information

13.1. Further information about the Privacy Act is available on the Office of the Australian Information Commissioner’s website.

14. Making a complaint

14.1. If you have any complaints or issues you wish to raise with us regarding the way we have handled your Personal Information, or would like to discuss any issues about our policy, please contact us via email to info@raes.com.au or by calling us on +612 6685 5366. Please provide us with full details of your complaint and any supporting documentation.

14.2. 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 resolving your complaint.

14.3. If you are unhappy with a response that you have received from us, you may direct your complaint to the Office of the Australian Information Commissioner.

Updated: April 2025

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