Privacy Policy

Who We Are

Lakeshores Short Stay Accommodation, trading as Lakeshores Accommodation, operates the website https://lakeshores.com.

By accessing or using our website, making an enquiry, booking accommodation, submitting guest information, communicating with us, or using our services, you consent to the collection, use and disclosure of your information as described in this Privacy Policy. If you do not consent, please do not access or use the Service.

Australian Privacy Compliance

This Privacy Policy is intended to comply with the Australian Privacy Act 1988 and the Australian Privacy Principles.

Personal information means information or an opinion about an identified individual, or an individual who is reasonably identifiable, whether the information is true or not and whether it is recorded in a material form or not.

For further information about your privacy rights, you can visit the Office of the Australian Information Commissioner at https://www.oaic.gov.au.

Updates to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our business, technology, legal obligations, systems, service providers or privacy practices.

The updated Privacy Policy will be published on this page. We recommend reviewing this page periodically.

Information We Collect

We only collect personal information that is reasonably necessary for our business functions and services. The information we may collect includes:

• Name
• Email address
• Mobile number and other contact details
• Date of birth, where required for verification or booking purposes
• Residential address
• Work address, if applicable
• Guest, owner, contractor or supplier details
• Booking, stay and reservation information
• Arrival forms, guest declarations and signed guest documents
• Identification information, where reasonably required for verification, security, compliance or booking management
• Payment information and transaction details
• Emergency contact details, where provided
• Vehicle information, where required for property access, parking or building management
• Information provided through website forms, email, telephone, SMS, booking platforms and third-party booking channels
• Information collected during property inspections, owner appointments, maintenance visits or in-person meetings

How We Collect Information

We may collect personal information directly from you or through authorised third parties, including:

• Direct booking enquiries through our website
• Property Stack booking forms, guest forms and property management workflows
• Online travel agencies and booking platforms, including Airbnb, Booking.com, Vrbo and similar platforms
• Email, telephone, SMS and messaging communications
• Owner, guest, contractor and supplier forms
• Maintenance requests, cleaning reports and property-related records
• Trust accounting, payment processing and invoice records
• Website cookies and analytics tools
• In-person meetings, property inspections and open inspections, where applicable

How We Use Your Information

We use your information for the following purposes:

• Responding to enquiries
• Processing and managing bookings
• Verifying guest details and managing arrival requirements
• Managing guest stays, check-in, check-out and property access
• Processing payments, refunds, invoices and trust accounting records
• Managing owner accounts, owner reporting and property management services
• Coordinating cleaning, linen, maintenance, repairs and contractor attendance
• Managing complaints, incidents, damage claims, insurance matters and disputes
• Complying with legal, regulatory, insurance, accounting and short-term rental accommodation obligations
• Improving our services, website, systems and guest experience
• Collecting customer feedback, reviews and testimonials
• Sending operational communications about bookings, stays, property matters, account matters or services
• Sending marketing or promotional communications where permitted by law or where consent has been provided
• Enforcing our Terms and Conditions, house rules and booking policies

Marketing Communications

We may send guests, owners, enquirers and subscribers relevant communications about bookings, accommodation, property services, updates, offers or other information relating to Lakeshores Accommodation.

Where a communication is marketing in nature, we will provide an option to unsubscribe or opt out where required by law. You can also ask us to stop sending marketing communications by contacting us at reservations@lakeshores.com.

Property Stack and Data Storage

Lakeshores Accommodation uses Property Stack as its property management, booking, communication, task management and operational platform.

Information stored in Property Stack may include guest information, owner information, booking records, property records, task records, maintenance information, trust accounting information, messages, documents and related operational records.

Property Stack uses Amazon Web Services infrastructure with servers located in Sydney, Australia. This means information stored within the Property Stack system is hosted on Australian-based AWS servers.

We take reasonable steps to ensure that our systems and service providers maintain appropriate technical, administrative and organisational safeguards to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure.

Disclosure to Third Parties

We may disclose personal information where reasonably necessary to provide our services, manage bookings, comply with legal obligations, protect our rights, or operate our business. This may include disclosure to:

• Property owners, where required for property management, booking or account purposes
• Guests, where required for booking or stay management
• Cleaners, linen providers, tradespeople, maintenance contractors and service providers
• Payment processors, banks, accountants, bookkeepers and trust accounting providers
• Booking platforms, channel managers and property management systems
• Technology providers, hosting providers, website providers and software support providers
• Insurance providers, legal advisers, debt recovery providers or dispute resolution bodies
• Government agencies, regulators, law enforcement or courts where required or permitted by law

We only disclose personal information where reasonably necessary and seek to limit disclosure to the information required for the relevant purpose.

Offshore Support Services

Lakeshores Accommodation may utilise offshore administrative, operational or support personnel to assist with services such as reservations, guest communication, data entry, accounting support, website administration, system support and other business functions.

Where offshore personnel access personal information, access is limited to what is reasonably necessary for their role. Offshore personnel are required to comply with confidentiality obligations, security controls and privacy protections consistent with the Australian Privacy Principles.

We take reasonable steps to ensure that any offshore access to personal information is managed securely and appropriately.

AI and Automated Decision-Making

We may use software tools, automation, artificial intelligence or platform-based workflows to assist with administrative and operational functions. These may include booking workflows, pricing tools, message templates, task allocation, guest communication support, data entry assistance or maintenance prioritisation.

Where automation or artificial intelligence is used, it is intended to support our team and improve efficiency. We do not rely solely on automated decision-making for significant decisions affecting individuals without appropriate human review, unless clearly disclosed or permitted by law.

If AI-generated images, materially altered images or other AI-generated marketing material are used in property advertising, we will take reasonable steps to avoid misleading representations and disclose this where required.

Retention and Secure Destruction of Your Information

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected, or as required for legal, regulatory, accounting, insurance, fraud prevention, dispute resolution, trust accounting or business record purposes.

Some information may need to be retained for longer periods where required by law, including financial records, trust accounting records, tax records, booking records, incident records or records relevant to claims or disputes.

When personal information is no longer required, we will take reasonable steps to securely destroy or de-identify it. Secure destruction means making the information irretrievable. De-identification means removing details so that the individual can no longer reasonably be identified from the information.

Anonymous and aggregated information may be retained indefinitely.

Accessing and Correcting Your Information

You may request access to the personal information we hold about you. You may also request that we correct inaccurate, outdated, incomplete or misleading information.

We will respond to access and correction requests within a reasonable time and in accordance with applicable law.

We do not charge a fee for making an access request. However, where permitted by law, we may charge a reasonable fee for providing access, such as costs associated with locating, retrieving, reviewing, copying or sending the information.

Your Rights

Under applicable Australian laws, you may have the right to:

• Access your personal information
• Correct or update your personal information
• Request deletion of your personal information, subject to legal and operational requirements
• Obtain a copy of your personal information, where applicable
• Restrict or object to the processing of your personal information, where applicable
• Withdraw consent at any time, where processing is based on consent
• Ask how your personal information has been collected, used, disclosed, stored or destroyed
• Lodge a complaint with the Office of the Australian Information Commissioner or another relevant authority

To exercise any of these rights, please contact us at reservations@lakeshores.com.

Please note that withdrawing consent, restricting processing or requesting deletion may limit our ability to provide certain services, including booking management, property access, payment processing, guest support or owner services.

Cookies and Tracking Technologies

Our website may use cookies and similar technologies to operate the website, improve functionality, analyse traffic and support marketing or booking-related services.

For detailed information about how we use cookies and your choices regarding tracking technologies, please view our Cookie Policy at https://lakeshores.com/cookies.

Security

We implement reasonable physical, technical and administrative measures to protect your information against loss, misuse, unauthorised access, disclosure, alteration and destruction.

These measures may include password controls, access restrictions, staff and contractor confidentiality obligations, secure software systems, secure hosting arrangements, user permission controls and internal procedures.

However, no method of transmission or electronic storage is completely secure. While we take reasonable steps to protect your personal information, we cannot guarantee absolute security, and you provide information at your own risk.

Data Breaches

If we become aware of a suspected or actual data breach involving personal information, we will take reasonable steps to contain, assess and respond to the incident.

Where required under the Notifiable Data Breaches scheme or other applicable law, we will notify affected individuals and the Office of the Australian Information Commissioner.

Complaints, Grievances and Data Protection

If you have concerns about how we handle your personal information, please contact us using the details below. Please include enough information for us to understand and investigate your concern.

We will address your concerns in accordance with applicable law. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner.