Privacy Policy
This Privacy Policy explains how Sorviano Regal Stay Pty Ltd collects, uses, stores and protects personal information when you use this website, contact us, make an accommodation or service enquiry, interact with our casino hotel services, or otherwise communicate with us. We aim to handle personal information transparently and lawfully under the Australian Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). Where the European Union or United Kingdom data protection regime applies to an individual, we also describe the safeguards and rights relevant under the General Data Protection Regulation (GDPR) and the UK GDPR.
1. Administrator and contact
The entity responsible for the processing described in this Policy is Sorviano Regal Stay Pty Ltd, located at 17 Merindah Crescent, Mooroolbark, VIC 3138, Australia. Privacy enquiries may be sent to info@sorvianoregalstay.com or raised by telephone at +61 3 9726 8413.
2. Scope of this Policy
This Policy applies to personal information collected through this website and through related communications initiated through the website. It also applies where information is reasonably connected with an enquiry about rooms, guest services, dining, events or casino entertainment. Separate notices may apply to on-site services, employment, surveillance, loyalty arrangements or regulated gaming activities. If a separate notice conflicts with this Policy for a particular service, the more specific notice will apply to that service.
3. Personal information we may collect
Depending on how you interact with us, we may collect your name, email address, telephone number, organisation name, message content, booking or enquiry details, communication history, requested dates, accessibility requirements, preferences you voluntarily provide and information necessary to respond to a request. If a transaction or identity check is handled through a separate authorised system, additional information may be collected under the privacy notice displayed by that system.
Technical information may include IP address, browser type, device information, operating system, language, approximate region, page interactions, timestamps, referring pages, security logs and cookie or similar identifier data where such technologies are enabled. We do not intentionally ask you to submit sensitive information through the general contact form.
4. How we collect information
We collect information directly from you when you complete a form, contact us, request information or otherwise provide details. We may also collect limited technical information automatically from your browser where this is necessary to deliver, secure or measure the website. In some circumstances we may receive information from a person acting on your behalf, a booking intermediary or a service provider involved in fulfilling your request, subject to applicable law.
5. Purposes of processing
We use personal information to respond to enquiries, administer accommodation and service requests, provide requested information, maintain customer service records, improve website functionality, protect the website against misuse, maintain security, meet legal and regulatory obligations, establish or defend legal claims, manage complaints, and maintain accurate business records. We may also use information to improve the relevance and quality of our casino hotel services where permitted by law.
6. Legal bases under GDPR where applicable
Where GDPR applies, processing may be based on taking steps at your request before entering into a contract or performing a contract; compliance with legal obligations; our legitimate interests in operating, securing and improving our services, responding to enquiries and maintaining records; or your consent where consent is required. When processing is based on consent, you may withdraw that consent at any time without affecting the lawfulness of processing that took place before withdrawal.
7. Australian Privacy Principles
Where the APPs apply, we seek to collect personal information by lawful and fair means and only where reasonably necessary for our functions or activities. We take reasonable steps to ensure that personal information is accurate, up to date and complete for the purpose for which it is used, and we use or disclose information consistently with the purpose of collection or another purpose permitted by law.
8. Children and age-restricted services
The website is not directed to children. Casino gaming services are restricted to persons aged 18 years or older in accordance with applicable Australian requirements and venue rules. We do not knowingly use the general website contact form to collect personal information from children for casino participation. If you believe a child has provided personal information inappropriately, contact us so that the matter can be reviewed.
9. Cookies and similar technologies
Our use of cookies and similar browser technologies is described in the Cookie Policy. Some technologies may be essential for security or basic website operation, while non-essential analytics or preference technologies, if introduced, should be used only in accordance with applicable consent requirements. You can control many browser technologies through your browser settings.
10. Sharing and service providers
We may disclose personal information to service providers that support hosting, security, technical maintenance, communications, professional advice, customer support or other functions reasonably necessary to operate the business. We require service providers to handle information consistently with applicable confidentiality, security and privacy obligations. Information may also be disclosed to regulators, courts, law-enforcement authorities or other parties where required or authorised by law.
11. International transfers
Some service providers may process information outside Australia or outside the country in which you are located. Where GDPR applies to an international transfer, we use an appropriate transfer mechanism where required, such as an adequacy decision, approved standard contractual clauses or another lawful safeguard. Australian cross-border disclosure obligations are considered where applicable under the Privacy Act and APPs.
12. Data retention
We retain personal information only for as long as reasonably necessary for the purpose for which it was collected, including to respond to enquiries, complete services, comply with tax, accounting, regulatory or legal requirements, maintain security records, resolve disputes and enforce agreements. Retention periods may differ according to the nature of the information and applicable legal obligations. When information is no longer required, we take reasonable steps to delete, destroy or de-identify it where appropriate.
13. Security
We use reasonable administrative, technical and organisational measures designed to protect personal information against misuse, interference, loss, unauthorised access, modification or disclosure. No internet transmission or storage system can be guaranteed to be completely secure. If we become aware of a data incident, we assess it under applicable breach-notification requirements and take appropriate containment and remediation steps.
14. Your Australian privacy rights
You may request access to personal information we hold about you and ask us to correct information that is inaccurate, out of date, incomplete, irrelevant or misleading, subject to lawful exceptions. You may also make a privacy complaint. We will take reasonable steps to respond within a reasonable period and may need to verify your identity before providing access or making a correction.
15. GDPR rights where applicable
Depending on the circumstances and applicable law, you may have rights to access personal data, rectify inaccurate data, request erasure, restrict processing, object to processing based on legitimate interests, receive certain data in a portable format, withdraw consent, and complain to a competent supervisory authority. These rights are not absolute and may be limited where another lawful basis or legal obligation applies.
16. Automated decision-making
The general website contact functionality described in this Policy is not intended to make decisions producing legal or similarly significant effects solely through automated processing. If a separate regulated service uses automated checks, the relevant service notice should explain the applicable process and rights.
17. Direct marketing
We do not use a general enquiry as permission to send unrestricted marketing. Where direct marketing is conducted, it must comply with applicable privacy and electronic communications requirements and provide an appropriate method to opt out. A request to stop receiving direct marketing will be honoured as required by law.
18. Complaints
If you have a concern about our handling of personal information, contact us using the details above and provide enough information for us to investigate. We will assess the complaint and respond within a reasonable period. In Australia, you may also be able to complain to the Office of the Australian Information Commissioner. If GDPR applies, you may have the right to complain to the supervisory authority responsible for your habitual residence, place of work or the location of an alleged infringement.
19. Changes to this Policy
We may update this Policy to reflect changes in law, technology, services or business practices. The updated version will be posted on this page with a revised date. Material changes may be highlighted where reasonably appropriate.