Privacy Policy

We are committed to protecting your privacy and handling your personal information in a transparent and secure manner. This Privacy Policy explains how we collect, use, store and disclose personal information in connection with our short‑stay accommodation services, website and booking system.

This policy is prepared in accordance with the Australian Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

1. Who we are

This website and the accommodation services offered through it are operated by Coastal Stays (ABN 18 543 843 793). If you have any questions about this Privacy Policy or how we handle personal information, you can contact us at:
Email: basscoastholidays@phillipisland.com.au
Postal address: [2-54 Thompson Avenue, Cowes, VIC, 3922

2. Personal information we collect

We may collect personal information that is reasonably necessary to provide our short‑stay accommodation services, including:

• Name
• Residential or postal address
• Email address
• Phone number
• Booking details (dates of stay, property booked, number of guests)
• Communications with us regarding your booking
• We may also collect non‑identifying information when you browse our website, such as: Pages viewed
• Date and time of visits
• Device and browser information
• IP address (in de‑identified or aggregated form where possible)

3. How we collect personal information

Personal information is collected when you:

• Make an enquiry or booking through our website or booking system
• Contact us by email or phone
• Voluntarily provide information to us in connection with your stay
• We also collect limited technical information automatically through server logs and our booking platform (Homhero) when you browse our site.

4. How we use personal information

We use personal information for purposes including: Processing and managing accommodation bookings

• Communicating with you about your stay, including confirmations, changes and important property information
• Responding to enquiries or requests
• Meeting legal, regulatory and record‑keeping obligations
• Improving our website, booking system and services

We do not use personal information for direct marketing unless you have expressly requested or consented to this.

5. Disclosure of personal information

We do not sell or rent your personal information. Your personal information may be disclosed only where reasonably necessary to operate our accommodation services, including to:

• Our booking and property management system provider (Homhero)
• Payment processors and financial institutions for booking transactions
• Service providers who assist with website hosting, IT support or communications
• Regulatory authorities or law enforcement where required or authorised by law
• All service providers are required to handle personal information in accordance with privacy obligations.

6. Overseas disclosure

Some of our service providers (including booking or IT systems) may store or process data on servers located outside Australia. Where this occurs, we take reasonable steps to ensure that overseas recipients handle personal information in a manner consistent with Australian privacy requirements.

7. Cookies and website analytics

Our website uses cookies to support essential site functionality, including maintaining booking sessions and enabling access to secure areas of the site. Cookies are small text files stored on your device that allow the website to recognise your browser.
Cookies used on this site:

• Are primarily session‑based and essential for booking functionality
• Do not allow us to identify you personally unless you have provided your details through a booking or enquiry

If you choose not to accept cookies, parts of the website (including booking functionality) may not operate correctly.

8. Links to other websites

Our website may contain links to third‑party websites. We are not responsible for the privacy practices or content of those websites, and we encourage you to review their privacy policies separately.

9. Storage and security of personal information

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure.
Personal information is stored securely within our booking systems and business records and is only accessible to authorised personnel. Information is retained only for as long as necessary for business or legal purposes.

10. Access and correction

You may request access to the personal information we hold about you, or request that it be corrected if it is inaccurate, out‑of‑date or incomplete. Requests can be made using the contact details above. We will respond within a reasonable timeframe in accordance with the Privacy Act.

11. Privacy complaints

If you believe we have breached your privacy or the Australian Privacy Principles, you may lodge a complaint with us using the contact details above.
We will investigate complaints promptly and aim to respond in writing within a reasonable period. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC).

12. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes to our practices or legal requirements. The current version will always be published on our website.