Privacy Policy
PRIVACY POLICY
Last updated: February 2026
Lakeshores Accommodation respects your privacy and is committed to handling personal information responsibly and in accordance with applicable Australian privacy laws.
This Privacy Policy explains how Lakeshores Accommodation collects, holds, uses and discloses personal information when you use our website, make or enquire about a booking, stay at a property managed by us, communicate with us, or otherwise use our services.
1. INFORMATION WE MAY COLLECT
Depending on your interaction with us, we may collect information including:
• Name
• Email address
• Telephone/mobile number
• Date of birth
• Residential or contact address
• Booking and accommodation details
• Names and details of occupants where required
• Identification and verification information
• Payment and transaction-related information
• Signed agreements and check-in information
• Guest communications and enquiries
• Property access and security-related information
• Complaints, incidents, damage and dispute records
• Lost property information
• Reviews, feedback and testimonials
• Website usage and technical information collected through cookies or similar technologies
We only seek to collect information reasonably necessary for our business activities, services, legal obligations or the management of accommodation bookings.
2. HOW WE COLLECT INFORMATION
We may collect personal information:
• Directly from you when you make an enquiry or booking
• Through our website and online forms
• When you complete guest registration, identification or check-in requirements
• When you contact us by telephone, email, SMS, messaging service or other communication channel
• Through Property Stack, our property management system
• Through booking platforms such as Airbnb, Booking.com, Vrbo and other accommodation providers
• Through payment processors and financial service providers
• From other occupants or the primary guest associated with a booking
• From property access, security or monitoring systems where lawfully used
• From property owners, contractors, housekeepers or service providers where relevant to managing a stay, incident or property
• Through cookies and similar website technologies
3. HOW WE USE PERSONAL INFORMATION
We may collect, hold, use and disclose personal information for purposes including:
• Managing enquiries and reservations
• Administering accommodation bookings
• Guest identification and verification
• Providing property access
• Communicating with guests before, during and after a stay
• Managing properties, housekeeping and maintenance
• Processing payments and refunds
• Managing security bonds and payment authorities
• Investigating damage, incidents, complaints or disputes
• Managing lost property
• Processing insurance or booking platform claims
• Preventing fraud and protecting guests, owners, properties and our business
• Meeting legal, regulatory, accounting and compliance obligations
• Improving our services and guest experience
• Requesting reviews, feedback or testimonials
• Marketing and promotional activities where permitted by law
We will not use personal information for an unrelated purpose unless permitted or required by law or appropriate consent has been obtained where required.
4. PROPERTY STACK & OTHER SERVICE PROVIDERS
Lakeshores Accommodation uses Property Stack as a property management system to assist with managing reservations, guest information, property operations, communications, payments and related accommodation services.
Personal information may also be stored, processed or handled through booking platforms, payment processors, communication systems, cloud/data storage providers and other service providers used to operate our business.
We may provide relevant information to:
• Property owners
• Authorised employees and contractors
• Housekeepers and maintenance providers
• Property management and booking technology providers
• Booking platforms
• Payment processors and financial institutions
• Insurers
• Professional advisers
• Government, regulatory or law enforcement authorities where required or permitted by law
We seek to limit information provided to third parties to information reasonably necessary for the relevant purpose.
5. PAYMENT INFORMATION
Payments may be processed through third-party payment processors or booking platforms.
Lakeshores Accommodation may receive and retain payment-related records and transaction information required to administer bookings, payments, refunds, bonds, disputes and accounting obligations.
Payment card information may be handled by third-party payment providers in accordance with their own security and privacy practices.
6. IDENTIFICATION & VERIFICATION
Guests may be required to provide identification or other information to verify their identity, booking or payment details.
Identification and verification information will only be collected, used, retained and disclosed where reasonably necessary for booking administration, security, fraud prevention, legal compliance or another permitted purpose.
7. DIRECT MARKETING
Where permitted by law, Lakeshores Accommodation may use contact information to provide news, special offers, accommodation information or other marketing communications.
Guests and customers may opt out of receiving marketing communications at any time by using the unsubscribe option provided in the communication or by contacting Lakeshores Accommodation.
Opting out of marketing will not prevent us from sending communications reasonably necessary to administer an existing booking or provide requested services.
8. COOKIES & WEBSITE TECHNOLOGIES
Our website may use cookies and similar technologies to operate the website, understand website usage, improve functionality and, where applicable, support analytics or marketing.
Further information about cookies and available choices can be found in our Cookie Policy on the Lakeshores Accommodation website.
9. STORAGE & SECURITY
Personal information may be stored electronically or, where necessary, in physical records.
Information may be stored through Lakeshores Accommodation's systems or third-party systems and service providers, including Property Stack.
We take reasonable steps appropriate to the circumstances to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure.
However, no electronic transmission or storage system can be guaranteed to be completely secure.
10. RETENTION OF PERSONAL INFORMATION
Lakeshores Accommodation retains personal information for as long as reasonably necessary for the purpose for which it was collected and to meet our legal, accounting, taxation, insurance, dispute resolution, fraud prevention and regulatory obligations.
Different types of information may therefore be retained for different periods.
When personal information is no longer reasonably required and we are not legally required to retain it, we will take reasonable steps to destroy or de-identify it where required by applicable privacy law.
11. OVERSEAS DISCLOSURE
Some third-party technology providers, booking platforms, payment processors, cloud services or other service providers used by Lakeshores Accommodation may store or process information outside Australia.
Where applicable, Lakeshores Accommodation will handle overseas disclosures in accordance with applicable Australian privacy requirements.
Information may also be subject to the privacy and data-handling practices of third-party platforms through which a guest independently chooses to make a booking.
12. ACCESS & CORRECTION
You may request access to personal information Lakeshores Accommodation holds about you or request that inaccurate, out-of-date, incomplete, irrelevant or misleading information be corrected.
Requests can be made by contacting:
We may need to verify your identity before providing access to personal information.
There may be circumstances where access cannot be provided or must be limited under applicable law. Where required, we will explain the reason.
13. PRIVACY COMPLAINTS
If you have concerns about how Lakeshores Accommodation has handled your personal information, please contact us so we can investigate the matter.
Lakeshores Accommodation
Email: reservations@lakeshores.com
Phone: +61 2 4971 3373
We will review privacy complaints and respond within a reasonable period.
If you are not satisfied with our response and the matter falls within the jurisdiction of the Office of the Australian Information Commissioner, you may be entitled to contact the OAIC.
14. YOUR PRIVACY CHOICES
Depending on applicable law and the circumstances, you may be entitled to:
• Request access to personal information we hold about you
• Request correction of inaccurate personal information
• Withdraw consent where processing relies upon consent
• Opt out of direct marketing
• Make a complaint regarding our handling of personal information
Some information is necessary to administer accommodation bookings. If required information is not provided, we may be unable to process a booking, verify a guest, provide property access or provide particular services.
15. THIRD-PARTY WEBSITES & BOOKING PLATFORMS
Our website may contain links to third-party websites or booking services.
Bookings may also be made through third-party platforms that collect and process information under their own privacy policies and terms.
Lakeshores Accommodation is not responsible for the privacy practices of independent third-party websites or platforms except to the extent required by law.
16. CHANGES TO THIS PRIVACY POLICY
We may update this Privacy Policy from time to time to reflect changes in our operations, technology, service providers or legal obligations.
The current version will be published on our website with the date it was last updated.
We encourage users to review the Privacy Policy periodically.
17. CONTACT US
For privacy enquiries, access or correction requests, or complaints, please contact:
Lakeshores Accommodation
Email: reservations@lakeshores.com
Phone: +61 2 4971 3373
Further information about Australian privacy rights is available from the Office of the Australian Information Commissioner.