PRIVACY POLICY

Your access to and use of The Cove Yamba (we/us/our) is subject to this Privacy Policy. By staying with us or using our services you consent to the practices described below.

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Our commitment to privacy

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We recognise and respect the importance of protecting your personal information. At The Cove Yamba, we are committed to being transparent in how we collect, hold, use, and disclose personal information about our guests and other individuals. We adhere to applicable Australian privacy laws and strive to ensure your information is handled securely and responsibly.

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Personal information we collect

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We may collect the following types of personal information:

• Identification details (name, date of birth, gender)

• Contact information (postal address, email address, phone number)

• Booking and stay details (arrival/departure dates, accommodation type, number of guests, special requests)

• Payment information (credit/debit card details, billing address)

• Guest preferences (e.g., room type, dietary requirements, amenity requests)

• Communication history (emails, phone calls, messages to/from reception or reservations)

• Use of our facilities, loyalty program participation (if applicable)

• Device, usage, and online information (via cookies or similar technologies) when you access our website or online services

• CCTV and security footage in or around our premises for safety and security

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Why we collect personal information

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We collect your personal information for purposes including:

• Facilitating your booking and stay at The Cove Yamba

• Providing services during your stay (housekeeping, food & beverage, amenities)

• Processing payments and issuing invoices or receipts

• Communicating with you about your booking, stay, offers, updates, surveys, or feedback

• Managing loyalty or reward programs (if applicable)

• Ensuring the safety and security of our guests, staff, and property

• Complying with legal obligations and regulatory requirements

• Marketing and promotional activities (subject to your consent)

• Improving our services and overall guest experience

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How we collect personal information

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We collect personal information in a variety of ways, including when you:

• Make a booking with us (online, by phone, via email or through third-party sites)

• Stay with us at The Cove Yamba

• Use our website, mobile site/app, or digital services

• Contact us by phone, email, or in person

• Participate in surveys or promotional offers

• Interact with us on social media

• Access our property and its facilities (for example via CCTV or security systems)

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When we disclose personal information

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We may disclose your personal information:

• To our service providers and contractors who assist us in operating our business (for example housekeeping, IT services, point-of-sale providers)

• To regulatory authorities, law enforcement, or in response to a court order, as required by law

• To our related entities or business partners as necessary

• To selected third-party booking or distribution channels: For example, we may provide your booking and guest stay information to platforms such as Booking.com, Expedia, Airbnb, The Hotel Network, Google HPA, RMS Online, and Luxury Escapes. We will only provide information to these third-party channels at our discretion and in accordance with this policy.

• Where you have consented to such disclosure or it is required for the above purposes.

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Direct marketing

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We may use your personal information to send you marketing and promotional messages about The Cove Yamba, offers, and updates. We will only do so where you have consented (or in circumstances permitted by law).
You may opt out of receiving direct marketing at any time by contacting us (see “Contacting us” below). After opting out, we will cease sending marketing messages to you, unless we have other lawful reasons to continue.

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Opting out of direct marketing

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If you do not wish to receive promotional or marketing communications from us, please let us know by:

• Clicking the “unsubscribe” link in any electronic marketing message we send; or

• Contacting our Privacy Officer (see contact details below) and requesting removal from our marketing list.
  We will update our records promptly upon receipt of your request.

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Protection of personal information

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We maintain reasonable administrative, technical, and physical safeguards designed to protect the personal information we hold from unauthorised access, disclosure, modification, or misuse. Access to personal information is restricted to authorised staff only, and our property and digital systems are secured and regularly reviewed.

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Website cookies and digital services

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When you visit our website or use our online services, we may employ cookies or similar technologies to collect information about your browsing behaviour, device, and usage. This helps us to improve the website, tailor offers, analyse traffic, and enhance the user experience. You can set your browser to refuse cookies; however, this may impact your experience on our website.

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Overseas disclosure of personal information

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Some of the service providers we use may operate outside Australia. If we disclose your personal information to overseas recipients, we will take reasonable steps to ensure that your information is treated securely and in accordance with applicable privacy laws. Where required, we will only transfer personal information overseas with appropriate safeguards in place.

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Location-based services

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If you use any mobile service or app provided by The Cove Yamba that uses location-based features, we may collect your location data (with your consent) to provide location-based services, offers, or to improve your experience during your stay.

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CCTV

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Our property premises may be monitored by CCTV or other surveillance for the security and safety of our guests, staff, and property. Recorded footage may include images of guests and visitors while accessing our facilities. Such recordings may be used for investigations or legal purposes as required.

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Access and correction

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You may request access to the personal information we hold about you and ask us to update or correct it if you believe it is inaccurate, out of date, or incomplete. To make a request, please contact our Privacy Officer (see below). We will respond within a reasonable time, and if we decline to grant access or make correction, we will provide you with a written explanation.

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Raising concerns

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If you believe your privacy has been interfered with, or you have a concern about how we have handled your personal information, please contact us (see “Contacting us” below) and we will investigate. If you are not satisfied with our response, you may refer the matter to the Office of the Australian Information Commissioner (OAIC).

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Contacting us

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If you have any questions or require more information about how we manage personal information at The Cove Yamba, or you wish to access, correct, or make a complaint about your personal information, please contact:

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Privacy Officer

The Cove Yamba
Manager 

PO Box 494 

Yamba NSW

2464