PRIVACY POLICY

Last updated: 15 August 2026

1. About this Privacy Policy

This Privacy Policy explains how Coastal Holiday Management (ABN 36 758 401 907) (“we”, “us”, “our” or “Coastal Holiday Management”) collects, holds, uses, discloses and protects personal information when you use our website, make an enquiry, make or manage a booking, stay at one of our properties, communicate with us, or otherwise interact with our business.

Coastal Holiday Management operates and/or manages multiple short-term rental accommodation properties in Western Australia and may act as an accommodation provider, property manager or booking intermediary depending on the property and arrangement.

We are committed to protecting your privacy and handling personal information in accordance with applicable Australian privacy laws, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles (“APPs”) where they apply to us.

This Privacy Policy should be read together with our Terms and Conditions, Booking Terms, Cancellation Policy, and any property-specific terms that apply to your booking.

2. Who we are

The entity responsible for your personal information is:

Business name: Coastal Holiday Management
ABN: 36 758 401 907
Business address: 4 Highland View, Margaret River WA 6285
Email: [email protected]
Telephone: 0400 731 365

Privacy and Legal Contact Officer

Name: Samantha Hutchinson
Address: 25 Grunters Way, Gnarabup WA 6285
Postal address: PO Box 709, Margaret River WA 6285
Email: [email protected]
Telephone: 0419 957 002

For privacy enquiries, requests for access or correction, or privacy complaints, please contact Samantha Hutchinson using the details above.

3. What personal information we collect

Depending on how you interact with us, we may collect and hold personal information such as:

Guest and customer information

full name;
email address;
telephone/mobile number;
postal or residential address;
booking details;
arrival and departure dates;
number of guests;
names of other guests where provided or required;
communication and correspondence with us;
information provided in booking or enquiry forms;
special requests relating to your stay;
emergency contact information where provided;
information about your preferences relevant to your booking or stay;
reviews, feedback and complaints.

Payment and transaction information

Where applicable, we may collect information necessary to process payments, refunds, deposits, fees and other transactions.

Where payments are processed through a third-party payment provider, we may not receive or retain your complete payment card details. The third-party provider may collect and process payment information in accordance with its own privacy policy.

Identification information

Where reasonably necessary for lawful purposes, security, fraud prevention, property access, insurance, regulatory compliance or other legitimate business purposes, we may request identification information.

We will only collect identification information where reasonably necessary for the relevant purpose and will handle it in accordance with applicable privacy laws.

Property owner and supplier information

If you are a property owner, contractor, cleaner, maintenance provider, service provider or other business contact, we may collect information such as:

name;
business name;
contact details;
ABN or business information;
payment and invoicing information;
property-related information;
correspondence and contractual information.

Website and technical information

When you visit our website, we may collect technical information including:

IP address;
browser type;
device type;
operating system;
approximate location derived from IP address;
pages viewed;
referring website;
date and time of visits;
interactions with our website;
website performance information; and
information collected through cookies, pixels and similar technologies.

We generally use this information in aggregated or de-identified form where reasonably practicable.

4. Sensitive information

Sensitive information receives additional protection under Australian privacy law.

We do not generally need to collect sensitive information to provide short-term accommodation.

However, in limited circumstances you may voluntarily provide information that could constitute sensitive information, for example information concerning a health condition or disability where you request an accommodation-related adjustment or assistance.

Where applicable, we will only collect, use or disclose sensitive information as permitted by law and, where required, with your consent.

You should avoid providing sensitive information unless it is reasonably necessary for your enquiry, booking or stay.

5. How we collect personal information

We may collect personal information:

directly from you;
when you make an enquiry;
when you submit a booking request;
when you make or manage a reservation;
when you communicate with us by email, telephone, SMS, messaging service or social media;
when you complete a form;
when you provide information during your stay;
through our website;
through cookies and similar technologies;
through third-party booking platforms;
through payment providers;
from property owners and authorised representatives;
from service providers assisting us with your booking or stay;
from publicly available sources where reasonably necessary; and
where permitted or required by law, from government authorities or other third parties.

Where reasonably practicable, we will collect personal information directly from you.

6. Why we collect personal information

We may collect, hold, use and disclose personal information for purposes including:

providing and managing short-term accommodation;
processing enquiries and bookings;
confirming your identity where reasonably necessary;
communicating with you before, during and after your stay;
processing payments, refunds, deposits and charges;
providing check-in and check-out information;
providing access to properties;
managing security and safety;
responding to emergencies;
arranging cleaning, maintenance and other services;
managing property owners and suppliers;
administering guest requests;
resolving complaints and disputes;
preventing fraud, misuse and unlawful activity;
managing damage claims or insurance matters;
improving our properties, website and services;
obtaining reviews and feedback;
sending marketing communications where permitted by law;
administering competitions or promotions where applicable;
maintaining business records;
accounting, auditing and financial administration;
complying with taxation and other legal obligations;
complying with Western Australian short-term rental accommodation requirements;
responding to lawful requests from government authorities;
protecting our legal rights and interests; and
any other purpose disclosed to you at or before the time your information is collected, or otherwise permitted by law.

We will not use personal information for a purpose that is incompatible with the purpose for which it was collected unless permitted or required by law.

7. Western Australian short-term rental accommodation requirements

Our properties may be subject to the Short-Term Rental Accommodation Act 2024 (WA) and associated requirements.

All providers of short-term rental accommodation in Western Australia, including hosted and un-hosted accommodation, are required to register applicable premises with the WA Short-Term Rental Accommodation Register.

Where applicable, we may collect, use, hold or disclose information reasonably necessary to:

register short-term rental accommodation premises;
maintain STRA registration;
display or verify STRA registration information;
comply with booking reporting requirements;
comply with planning or local government requirements;
comply with safety requirements;
respond to regulatory enquiries;
comply with lawful requests from Western Australian Government agencies or local governments; and
otherwise comply with applicable short-term rental accommodation laws.

All STRA operating in Western Australia must be registered, and registration must be renewed annually.

Where information is required by law, you may not be able to make or complete a booking if you do not provide the required information.

8. Information about other guests

If you make a booking on behalf of other people, you confirm that you are authorised to provide their personal information to us for the purposes of managing the booking and stay.

You should ensure that those individuals are aware that their personal information may be collected and handled in accordance with this Privacy Policy.

9. Children

Our services are primarily directed towards adults making accommodation bookings.

Where a booking involves children, we may collect limited information about children where reasonably necessary to manage the booking, provide the accommodation or comply with legal, safety or emergency requirements.

We do not knowingly collect personal information from children for unrelated marketing purposes.

10. Cookies and similar technologies

Our website may use cookies, pixels, analytics tools and similar technologies.

These technologies may help us:

operate our website;
remember preferences;
maintain website functionality;
understand how visitors use our website;
improve website performance;
analyse traffic;
measure advertising effectiveness;
personalise content or advertising where applicable; and
detect fraud or security issues.

You may be able to control cookies through your browser settings.

Disabling cookies may affect some website functionality.

Where we use third-party analytics, advertising or similar technologies, those providers may collect information in accordance with their own privacy policies.

11. Direct marketing

We may use your personal information to send you information about our properties, accommodation, special offers, promotions or related services where permitted by applicable law.

You can unsubscribe from marketing communications at any time by:

using the unsubscribe function in the relevant communication; or
contacting us using the details in this Privacy Policy.

Unsubscribing from marketing communications will not prevent us from sending essential service communications relating to an existing booking or transaction.

We will comply with applicable Australian laws governing commercial electronic messages and direct marketing.

12. Who we may disclose personal information to

Depending on the circumstances, we may disclose personal information to:

property owners;
property managers;
booking and reservation providers;
payment processors;
website hosting providers;
booking software providers;
channel managers;
customer relationship management providers;
email and SMS providers;
cleaning and maintenance contractors;
tradespeople;
security providers;
technology and IT service providers;
accountants, auditors and professional advisers;
insurers and insurance providers;
legal advisers;
debt recovery providers where reasonably necessary;
emergency services;
police and other law enforcement bodies;
local governments;
Western Australian Government agencies;
the Department of Energy, Mines, Industry Regulation and Safety;
the WA Short-Term Rental Accommodation Register or other regulatory systems where required;
courts, tribunals or dispute resolution bodies;
third parties where you have authorised us to disclose information; and
other parties where disclosure is required or authorised by law.

We will only disclose personal information where reasonably necessary for the relevant purpose or where otherwise permitted or required by law.

13. Third-party booking platforms

Some properties may be advertised or booked through third-party platforms such as Airbnb, Stayz, Booking.com or other accommodation platforms.

If you book through a third-party platform, that platform may independently collect and process your personal information under its own privacy policy and terms.

Information provided to us through a third-party platform may also be handled by us in accordance with this Privacy Policy.

You should review the privacy policy of any third-party platform you use.

14. Overseas disclosure

Some of our service providers may store or process personal information outside Australia.

These providers may include website, cloud-storage, booking, payment, communications, analytics, customer-management and technology providers.

Depending on the services we use, your personal information may be disclosed to recipients located in countries including, but not necessarily limited to:

the United States;
New Zealand;
Singapore;
countries in the European Union; and
other countries in which our service providers operate.

The actual countries involved may change as we change service providers.

Where required by applicable privacy law, we will take reasonable steps concerning overseas disclosures and the handling of personal information by overseas recipients.

You should contact us if you require current information about the countries in which particular service providers process personal information.

15. How we store and protect personal information

We take reasonable steps appropriate to the circumstances to protect personal information against:

misuse;
interference;
loss;
unauthorised access;
unauthorised modification; and
unauthorised disclosure.

Depending on the circumstances, security measures may include:

access controls;
password protection;
multi-factor authentication;
encryption;
secure cloud services;
restricted staff access;
secure payment processing;
system monitoring;
backups;
staff procedures; and
contractual requirements imposed on service providers.

No method of electronic transmission or storage is completely secure. We therefore cannot guarantee absolute security of information transmitted to or from our website.

16. Data retention

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, including:

providing services;
managing bookings;
resolving disputes;
maintaining business and financial records;
complying with legal and regulatory obligations;
insurance purposes;
preventing fraud; and
establishing, exercising or defending legal claims.

Different categories of information may be retained for different periods.

When personal information is no longer reasonably required, we will take reasonable steps to destroy or de-identify it, subject to legal, regulatory, accounting, insurance or other legitimate retention requirements.

17. Access to your personal information

Subject to applicable law, you may request access to personal information we hold about you.

To make an access request, contact:

Privacy and Legal Contact Officer
Samantha Hutchinson
Email: [email protected]
Telephone: 0419 957 002
Postal address: PO Box 709, Margaret River WA 6285

We may need to verify your identity before providing access to personal information.

We will generally respond to access requests within a reasonable period and in accordance with applicable privacy requirements.

In some circumstances, we may refuse access where permitted or required by law. If we refuse access, we will generally explain the reasons for our decision unless it would be unreasonable or unlawful to do so.

18. Correction of personal information

We take reasonable steps to ensure that personal information we hold is accurate, complete and up to date where reasonably necessary for our functions or activities.

If you believe information we hold about you is inaccurate, incomplete, out of date or misleading, you may ask us to correct it.

Please contact Samantha Hutchinson using the details above.

We may need to verify your identity before making corrections.

19. Anonymity and pseudonymity

Where lawful and reasonably practicable, you may interact with us anonymously or using a pseudonym.

However, anonymity or pseudonymity may not be reasonably practicable where, for example:

you are making a booking;
we need to verify your identity;
payment or refund processing is required;
property access is required;
identification is required for security or safety;
we are required by law to identify you; or
we otherwise need sufficient information to provide the requested service.

20. Privacy complaints

If you believe that we have handled your personal information in a way that breaches applicable privacy laws, you may make a complaint to us.

Please contact:

Privacy and Legal Contact Officer
Samantha Hutchinson
Coastal Holiday Management
Email: [email protected]
Telephone: 0419 957 002
Postal address: PO Box 709, Margaret River WA 6285

Please provide enough information for us to understand and investigate your complaint.

We will acknowledge and investigate privacy complaints and provide a response within a reasonable period.

We will not charge you for making a privacy complaint.

21. Complaints to the Office of the Australian Information Commissioner

If you are not satisfied with our response, or if you believe your privacy complaint has not been appropriately resolved, you may be able to contact the Office of the Australian Information Commissioner (OAIC).

The OAIC is Australia's independent privacy regulator and administers the Privacy Act and Australian Privacy Principles.

You can contact the OAIC through its website:

https://www.oaic.gov.au/

The OAIC may require you to attempt to resolve your complaint with us before it investigates the matter.

22. Data breaches

We maintain procedures for identifying, assessing and responding to suspected privacy and data breaches.

Where the Notifiable Data Breaches scheme applies and we determine that an eligible data breach has occurred, we will comply with our notification obligations under the Privacy Act 1988 (Cth).

This may include notifying affected individuals and the OAIC where required by law.

23. Third-party websites

Our website may contain links to third-party websites, including booking platforms, tourism websites, payment providers, social media platforms and other services.

We are not responsible for the privacy practices of those third parties.

You should review the privacy policy of each third-party website before providing personal information.

24. Social media

We may operate social media accounts and may provide links to social media platforms through our website.

If you interact with us through social media, the relevant platform may collect and process information about you in accordance with its own privacy policy.

We may receive information from social media platforms depending on your settings and the interaction involved.

25. Reviews, photographs and testimonials

If you voluntarily provide a review, testimonial, photograph or other content relating to our properties or services, we may use that content for legitimate business, promotional or marketing purposes where permitted by law and in accordance with any permission or terms applicable to the submission.

We will not use personal information for unrelated purposes without an appropriate legal basis.

26. Property security and safety

For the safety and security of guests, owners, contractors and properties, we may use reasonable security measures at some properties.

Where applicable, these may include:

electronic locks;
access-control systems;
security systems;
alarms;
security cameras in permitted external/common areas; and
other property-security technologies.

We will not use security cameras or similar devices in private areas where their use would be unlawful or inconsistent with applicable privacy requirements.

Where surveillance or monitoring is used, appropriate notices may be provided where required.

27. Legal and regulatory disclosures

We may disclose personal information where reasonably necessary to:

comply with Australian or Western Australian law;
comply with a court or tribunal order;
respond to lawful requests from government authorities;
comply with short-term rental accommodation requirements;
comply with local government requirements;
respond to emergencies;
protect the safety of a person;
investigate suspected fraud or unlawful conduct; or
establish, exercise or defend our legal rights.

28. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect:

changes to our business;
changes to our website or technology;
changes to our service providers;
changes to our information-handling practices;
changes to applicable laws or regulatory requirements; or
changes to industry practices.

The latest version will be published on our website.

We recommend checking this page periodically.

The “Last updated” date at the beginning of this Privacy Policy indicates when it was most recently reviewed or amended.

29. Contact us

If you have any questions about this Privacy Policy or how we handle personal information, please contact:

Coastal Holiday Management
ABN: 36 758 401 907
Business address: 4 Highland View, Margaret River WA 6285
Email: [email protected]
Telephone: 0400 731 365

Privacy and Legal Contact Officer

Samantha Hutchinson
Email: [email protected]
Telephone: 0419 957 002
Postal address: PO Box 709, Margaret River WA 6285
Address: 25 Grunters Way, Gnarabup WA 6285

We will endeavour to respond to privacy enquiries promptly and appropriately.

Important note

This Privacy Policy has been prepared specifically for Coastal Holiday Management as a Western Australian short-term rental accommodation and property-management business.

It is intended to provide a comprehensive privacy framework and should be implemented together with Coastal Holiday Management's website Terms and Conditions, Booking Terms, Cancellation Policy, Cookie Policy (where applicable), and any property-specific rules.

The Privacy Act 1988 and Australian Privacy Principles apply to some private-sector organisations, rather than automatically applying to every small business.

Where the Privacy Act applies, APP 1 requires an organisation to have a clearly expressed and up-to-date privacy policy, while APP 3 and APP 11 impose requirements concerning collection and security of personal information.

This document should therefore be reviewed against Coastal Holiday Management's actual annual turnover, booking systems, payment providers, website technology, analytics/advertising platforms, security systems, property-management software and overseas service providers before final publication.