Privacy Policy

The Grand Saddles Lodge

ABOUT THIS POLICY

This Privacy Policy explains how The Grand Saddles Lodge collects, holds, uses and discloses personal information and how you may access or correct your information or make a privacy complaint.

This policy applies to The Grand Saddles Lodge and the companies, subsidiaries, divisions and organisations within the Saddles group that handle personal information in connection with our operations. We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles where they apply.

We may update this policy when our information-handling practices, operations, technology or legal obligations change. The current version will be published on our website.

PERSONAL INFORMATION WE COLLECT

We collect personal information that is reasonably necessary for our functions and activities. Depending on how you interact with us, this may include:

Your name, date of birth, nationality and contact details, including your telephone number, email address and postal address.

Payment details and transaction information.

Reservation details, including arrival and departure dates, room selections, transfers and other services booked.

Information about your stay, visit, requests, feedback, complaints or disputes.

Preferences and interests, such as preferred room location, bedding configuration and service preferences.

Dietary, allergy, health, mobility or accessibility information you choose to provide so that we can safely and appropriately provide services.

Marketing and communication preferences.

Information about your use of our website, online services and Wi-Fi.

Images captured by closed-circuit television and security systems in public areas of our property.

Room keycard and access records.

Recordings or monitoring information from customer service calls, where applicable, for quality assurance and training.

We will only collect sensitive information, such as health information, where you consent or where collection is otherwise permitted by law.

For guests under 18, we generally limit collection to information reasonably required to manage their stay, such as their name and date of birth. This information should be provided by a parent, guardian or authorised adult. Children should not provide personal information to us without the consent of a parent or guardian.

HOW WE COLLECT PERSONAL INFORMATION

We generally collect personal information directly from you when you:

Make or manage a reservation.

Check in, make a payment or use services during your stay.

Use our website, Wi-Fi, online forms or social media channels.

Complete a guest registration card, feedback form or survey.

Make a request, enquiry or complaint.

Subscribe to communications.

Enter a competition, giveaway or promotion.

Attend an event or participate in another initiative we operate.

We may also receive personal information from someone booking on your behalf, an online booking platform, travel agent, payment provider, social media platform in accordance with your settings, or another third party that is authorised or lawfully permitted to provide it to us.

When you visit our property, we may collect images through CCTV and information through room keycards and other security systems to protect guests, visitors, team members and property.

HOW WE USE PERSONAL INFORMATION

We may use personal information to:

Manage reservations, accommodation, transfers and other requests.

Verify your identity, process payments and administer your stay.

Communicate with you and provide requested products, services and information.

Personalise and improve our services and guest experience.

Manage safety, security, fraud prevention and incident response.

Respond to feedback, enquiries, complaints and disputes.

Maintain and audit our records and systems.

Conduct analytics and understand how our services and website are used.

Send marketing communications where you have consented or where otherwise permitted by law.

Administer surveys, competitions, giveaways, promotions and events.

Manage our business and relationships with service providers.

Comply with legal and regulatory obligations.

If you do not provide information we reasonably require, we may be unable to provide some or all of the products, services or assistance you request.

MARKETING COMMUNICATIONS

With your consent, or where otherwise permitted by law, we may use your personal information to send news, offers, event invitations, surveys and other marketing communications by email, telephone, post, online advertising or social media.

You may opt out of direct marketing at any time by using the unsubscribe link in an email or contacting us using the details below. We may still send non-promotional communications that relate to an existing booking, transaction or service.

We do not sell personal information to third parties for advertising purposes.

COOKIES AND ONLINE TECHNOLOGIES

When you use our website, we may collect information such as the pages you visit, the number and duration of visits, device and browser information, and how you interact with our online services.

We use cookies, pixels, links in emails and similar technologies to operate and secure our website, process reservations, remember preferences, understand website performance, improve our services and deliver relevant content or advertising across devices and platforms.

Cookies may include:

Necessary cookies: These support security and essential website functions.

Functional cookies: These remember preferences and improve your experience.

Performance cookies: These help us understand how visitors use our website.

Advertising cookies: These help tailor advertising and limit how often it is displayed.

Most browsers accept cookies automatically. You can change your browser settings to block or delete cookies, although doing so may affect the operation of some website features.

DISCLOSURE OF PERSONAL INFORMATION

We may disclose personal information where reasonably necessary for the purposes described in this policy to:

Related entities within the Saddles group.

Accommodation, transport, activity and other service providers involved in fulfilling your booking.

Booking platforms, travel agents, payment processors and technology providers.

Providers that assist with communications, marketing, analytics, data storage, professional advice, financial services and legal services.

Insurers, financiers and credit providers.

Law enforcement agencies, courts, tribunals, regulators and government authorities where required or authorised by law.

Another party with your consent or at your direction.

Some service providers may store or process personal information outside Australia. The countries involved may vary depending on the providers we use. Where required, we take reasonable steps to ensure overseas recipients handle personal information consistently with applicable Australian privacy law. You may contact us for further information about overseas disclosures relevant to your information.

STORAGE, SECURITY AND RETENTION

We hold personal information in electronic systems and paper records. We take reasonable steps to protect it from misuse, interference, loss and unauthorised access, modification or disclosure. These measures include access controls and password protection, limiting access to people who need the information for their work, and training team members who handle personal information.

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected or as required by law. Guest records are generally retained for no more than 60 months after departure, unless a longer period is required or permitted by law. When information is no longer required, we take reasonable steps to destroy it securely or permanently de-identify it.

ACCESS AND CORRECTION

You may request access to the personal information we hold about you or ask us to correct information that is inaccurate, out of date, incomplete, irrelevant or misleading.

Please make your request in writing using the contact details below. We may ask you to verify your identity and provide enough detail for us to locate the relevant information. In some circumstances permitted by law, we may refuse access or correction and will explain the reason where required.

We will not charge you for making an access or correction request. We may charge a reasonable fee for providing access where permitted by law and will advise you of any likely fee in advance.

PRIVACY COMPLAINTS

If you believe we have not handled your personal information appropriately, please contact our Privacy Officer using the details below. Please include enough information for us to understand and investigate your concern. We will acknowledge and respond to your complaint within a reasonable period.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner through its website at www.oaic.gov.au or by telephone on 1300 363 992.

Privacy Officer

The Grand Saddles Lodge

Email: stay@saddlesmountwhite.com.au

Address: Corner Ashbrookes Road and Pacific Highway, Mount White NSW 2250

This Privacy Policy was last updated on 1 November 2026 and replaces all previous versions published on The Grand Saddles Lodge website.