Privacy Policy

1. Who We Are

Eucalyptus Stay Melbourne ('the Estate', 'we', 'us') operates the hotel, casino, restaurants, spa and related services at 8 Whiteman Street, Southbank VIC 3006, Melbourne, Australia. This policy explains how we collect, use, disclose and protect personal information in accordance with the Australian Privacy Act 1988 (Cth) and the Australian Privacy Principles. For guests from the EU/UK, we apply protections equivalent to the GDPR.

2. What We Collect

• Identity details — name, date of birth, government ID (required by law at check-in and for casino entry under the Casino Control Act).
• Contact details — email, phone, postal address used for reservations and correspondence.
• Stay preferences — room, dietary, pillow and service preferences you share with us.
• Payment data — processed by our PCI-DSS compliant payment partners; we never store full card numbers.
• Gaming activity — transaction and play records as required by our VGCCC licence obligations.
• Technical data — device, browser and usage data when you use our website or app (see the Cookie Policy).

3. Why We Collect It

• To provide, manage and personalise your stay, dining and gaming.
• To meet legal obligations — identity verification, responsible-gambling duties, taxation and licensing records.
• To keep the estate secure — CCTV, access logs and incident records.
• To respond to enquiries and, only where you have consented, to send the monthly Dispatch.

4. Who We Share It With

We do not sell personal information. We share it only with: service providers who operate under contract (payment processors, IT hosting, transport partners); regulators and law enforcement where the law requires; and professional advisers under confidentiality. Some providers operate overseas; where they do, we require equivalent protection standards.

5. Security & Retention

Data is held on encrypted systems with role-based access. Reservation and identity records are retained for the periods required by Victorian law (generally seven years for financial and licensing records), then securely destroyed. Marketing consents can be withdrawn at any time.

6. Your Rights

• Access — request a copy of the personal information we hold about you.
• Correction — ask us to correct inaccurate or out-of-date details.
• Deletion — request deletion where the law permits (licensing records are exempt until retention expires).
• Complaints — contact us first; you may also complain to the Office of the Australian Information Commissioner.

7. Contact

Privacy enquiries: [email protected] or +61 3 9292 6868, marked 'Attention: Privacy Officer'. We respond within one business day and resolve within thirty days.