Vibrant mural decorates bar wall.

Privacy Policy

Privacy policy – Nelson Meers Group

1. Nelson Meers and privacy

This privacy policy applies to the handling of personal information by the following entities, (collectively, the Nelson Meers Group):

  • Nelmeer Hoteliers Pty Ltd ABN 15 060 977 022
  • Nelmeer Ashfield Pty Ltd ATF Nelmeer Ashfield Trading Trust ABN 24 087 218 896
  • Traclon (No.13) Pty Ltd ABN 20 002 960 394
  • Golden Corridor Management Pty Ltd ATF Golden Corridor Hotel Trust No.2 ABN 23 870 685 587
  • Golden Corridor Management Pty Ltd ATF Oasis Hotel Trust No. 2 ABN 42 856 743 073
  • Meerlen Pty Ltd ABN 49 089 981 304

      (Nelson Meers, we, us, our).

In operating our hotels, bars, bistros, accommodation and related venues and otherwise operating our business, Nelson Meers collects and handles personal information.

Nelson Meers understands the importance of protecting the privacy of an individual’s personal information. This privacy policy sets out how Nelson Meers aims to protect the privacy of your personal information, your rights in relation to your personal information managed by us and how we collect, hold, use, disclose, and otherwise manage, your personal information.

In collecting, holding, using, disclosing and otherwise managing your personal information, Nelson Meers will comply with the Privacy Act 1988 (Cth) (Privacy Act) and the Australian Privacy Principles in the Privacy Act.

Nelson Meers will regularly review its policies and procedures regarding personal information and may therefore update and amend this privacy policy from time to time. Any updated privacy policy will be made available on the website at guildfordhotel.com.au or can otherwise be obtained by contacting us and requesting a copy.

2. Collection of personal information

Under the Privacy Act, personal information is information or an opinion about an identified, or reasonably identifiable, individual. During the provision of our hospitality and related services or as a result of our other interactions or dealings with you, Nelson Meers may collect your personal information.

The kinds of personal information that Nelson Meers collects will vary depending on our particular interaction or dealing with you. However, generally speaking, the kinds of personal information Nelson Meers collects may include:

  • contact and identification information such as your name, photograph, date of birth, address, telephone number and email address (for example where you make a reservation at a Nelson Meers venue or join one of our mailing lists);
  • information regarding your transactions with us, including reservations, accommodation and ordering history, food or beverage or other dining preferences across our venues;
  • where you organise or conduct an event, information regarding the event, your guests and any relevant requirements;
  • payment information, such as credit card, bank account or other payment details;
  • information regarding your experience at a Nelson Meers venue (for example as part of our guest feedback activities or where you contact us with feedback); and
  • where you apply for employment with Nelson Meers (in addition to contact and identification information detailed above) information relevant to us considering your
    application for employment including information in relation to your CV, employment history, qualifications and references.

Depending on the Nelson Meers venue you attend, we may also collect identification information, such as drivers licence, Medicare, tax-file number or passport information and biometric information (for example face scanning). We generally collect this information because we are required to do so by law and/or for venue, patron and employee security purposes. Specific information regarding the collection and handling of this type of personal information may be available at the relevant venue.

Nelson Meers also collects CCTV footage at Nelson Meers venues, including for venue, patron and employee safety purposes. This may be captured in a manner which enables facial or vehicle recognition technology to identify you or your vehicle. Details of suspected or actual illegal or improper conduct (including CCTV footage relating to that conduct) may be shared with relevant law enforcement or regulatory bodies.

At some Nelson Meers venues or events, we may also take photographs or other images or content (such a video or audio recordings). Where we do so, we will provide as much detail as possible regarding why the photographs, images or other content are being taken and the purposes for which they are being used. By attending such a Nelson Meers venue or event, you consent to us taking such photographs, images or other content and using those photographs, images or other content, including at the venue and on Nelson Meers websites and social media sites.
Nelson Meers may also hold other kinds of personal information as permitted or required by law or other kinds of personal information that we notify you of at or about the time of collection.

Generally, we do not collect sensitive information about individuals. Information about your health, racial or ethnic origin, political persuasions, criminal record and religious or philosophical beliefs are all examples of sensitive information. There may be circumstances where Nelson Meers does collect sensitive information, for example where we need to collect health information regarding your allergies or in a medical emergency. If we do collect sensitive information about you, we will only do so with your consent or where we are required or authorised to do so by law.

3. Collection of personal information by Nelson Meers

Generally, Nelson Meers collects your personal information directly from you. For example, Nelson Meers may collect your personal information where:

  • you make a booking for or attend a Nelson Meers venue or event;
  • you join one of our mailing lists, fill out a survey, enter a promotion, request services or otherwise provide us with your details;
  • you stay at any Nelson Meers venue that provides accommodation services;
  • you sign up to or participate in any Nelson Meers rewards or loyalty program;
  • you participate in a gaming self-exclusion program or scheme which we also participate in;
  • you provide feedback to us regarding your experience at a Nelson Meers venue or your other interaction with Nelson Meers;
  • you post information to any of our social media sites;
  • we need to make a payment to you, for example gaming jackpots; or
  • you apply for or express an interest in employment with us.

We generally collect personal information directly from you. However there may be occasions when Nelson Meers collects your personal information from someone other than you, for example from:

  • other entities within the Nelson Meers Group;
  • our service providers or contractors (for example, where we appoint a service provider/contractor to assist with conducting an event);
  • our technology providers (for example, providers of our reservation, ordering, payments or booking systems);
  • an information services provider;
  • a gaming self exclusion scheme provider;
  • a publicly maintained record or other publicly available sources of information including social media and similar websites; or
  • a referee or previous employer where you apply for employment with Nelson Meers.

4. Purposes for which personal information is used

Generally speaking, Nelson Meers collects and uses personal information so that we can provide our hospitality and accommodation services, interact with you in relation to our services and venues and administer and manage our business and our venues.

Some examples of the purposes for which Nelson Meers collects, holds, uses and discloses your personal information include to:

  • take bookings for Nelson Meers venues or events;
  • provide food, beverage and other hospitality experiences at Nelson Meers venues;
  • manage and undertake events conducted at our venues;
  • manage and administer the provision of our services and our relationship with you;
  • verify your identity;
  • to make a payment to you, for example gaming jackpots;
  • maintain venue, patron and employee safety;
  • enable us to supply you with information you request from us;
  • conduct promotions, competitions, giveaways and events;
  • contact you to obtain your feedback regarding our products or services or to conduct other market research;
  • provide you with marketing information regarding Nelson Meers, our venues and information about our partners (as further detailed in paragraph 5 below);
  • analyse information we collect so that we can administer, support and improve and develop our business and the products and services we offer, including by undertaking
    data analytics and related activities using your personal information;
  • comply with the obligations of Nelson Meers under any applicable laws; and
  • consider any application you make for employment with us.

In addition to the purposes listed above, Nelson Meers may use your personal information for other purposes which we notify you of when we collect the information and for other purposes permitted or required by law.

Where personal information is used or disclosed, Nelson Meers takes steps reasonable in the circumstances to ensure it is relevant to the purpose for which it is to be used or disclosed.

You are under no obligation to provide your personal information to Nelson Meers. However, without certain information from you, Nelson Meers may not be able to provide services or information to you or may be limited in how we can interact with you.

5. Direct marketing

In addition to the purposes outlined in paragraph 4 above, Nelson Meers may use and disclose your personal information in order to inform you of promotions, competitions, giveaways, events, products or services that may be of interest to you. Where you make a booking at a particular Nelson Meers venue or sign up for the mailing list or rewards program of a particular Nelson Meers venue, this may include sending you information about that Nelson Meers venue or other Nelson Meers venues or events, or third party services that may be of interest to you.

In doing so, Nelson Meers may disclose your personal information to the companies within the Nelson Meers Group or other entities with which Nelson Meers has a commercial relationship or arrangement for the purpose of the other entity contacting you for such direct marketing purposes.

These communications may be sent using email, telephone, SMS, social media or other similar forms of communication.

If you do not wish to receive such communications, you can opt-out at any time by contacting Nelson Meers via the contact details set out in paragraph 12 of this privacy policy or through the opt-out mechanism contained in a marketing communication to you.

6. Disclosure of personal information

Nelson Meers discloses your personal information for the purpose for which Nelson Meers collects it. As a result, generally Nelson Meers will only disclose your personal information for a purpose described in this privacy policy. This may include disclosing your personal information to:

  • the companies or other entities within the Nelson Meers Group;
  • our service providers and contractors and other third parties that provide products or services to us (including our technology service providers, data analytics service
    providers, bookings or reservation systems providers, event service providers, marketing agencies or other business or administration service providers);
  • Nelson Meers’ auditors, tax, insurance, legal or other professional advisors;
  • persons or entities considering acquiring an interest in Nelson Meers’ business or assets; or
  • Nelson Meers’ insurance providers.

Nelson Meers may also disclose your personal information for other purposes where we notify you of the disclosure at or about the time of collecting the information, with your consent or if the disclosure is required or authorised by law. Examples of disclosure that may be required or authorised by law include disclosure to law enforcement bodies, liquor and gaming regulators or under Anti-Money Laundering and Counter-Terrorism Financing laws.

If you post information or other content to public sections of our websites or to our social media sites, you acknowledge that the information or content may be viewed by the public and/or users of the relevant website or social media site.

7. Overseas disclosures

Some of the parties that Nelson Meers discloses your personal information to may be located outside Australia, including technology service providers located in China, India and Canada. We take reasonable steps to ensure that any such overseas recipients do not hold, use or disclose your personal information in a way that is inconsistent with the obligations imposed under the Privacy Act and the Australian Privacy Principles in the Privacy Act.

8. Links to other websites

When you access our websites or other online services, we may provide as a convenience to you links to other websites, including sites operated by our partners, associates, or independent third parties. These links are provided as a convenience to you. Each website may have its own privacy practices, as described in that site’s privacy policy. Those practices may be different than the practices described in this privacy policy, and we encourage you to read each website’s privacy policy carefully before you use or submit information to that site. Additionally, to the extent that you follow a link to a website operated by an independent third party, please be aware that we exercise no authority or control over that third party, and cannot and are not responsible for any information that you may submit to that site.

9. Cookies and website statistical information

Nelson Meers may collect statistical information when you access and use wifi located at our venues, our websites and any online platforms available via our websites, by utilising features and technologies of your internet browser or device, including cookies and pixel tags. We use this information to analyse how our wifi, websites and other online services are being used and seek to improve our websites and other online services and provide more user friendly and customised websites and online services. These features and technologies do not specifically identify you unless you expressly provide to us personally identifiable information. You may also elect to turn off the internet browser features which allow us to collect statistical information by selecting certain options on your browser. However, this may slow down or cause certain web pages to be
inaccessible to you. Cookies and pixel tags may be used to send targeted advertising or promotional messages but will not be used to identify you.

10. Security of personal information

Nelson Meers takes the security and protection of the personal information we hold seriously.

We take steps reasonable in the circumstances to ensure that the personal information we hold is protected from misuse, interference and loss and from unauthorised access, modification or disclosure.

Your personal information will be kept on databases held on servers kept in a physically and technologically secured environment, accessed only by authorised personnel or contractors. Where personal information is held in hard copy, it will be held in controlled, access restricted premises which only authorised personnel or contractors will be permitted to access.

Nelson Meers will destroy or de-identify personal information in circumstances where it is no longer required, unless Nelson Meers is otherwise required or authorised by law to retain the information.

11. Access and correction

Nelson Meers takes steps reasonable in the circumstances to ensure personal information it holds is accurate, up-to-date, complete, relevant and not misleading.
In addition, under the Privacy Act, you have a right to seek access to and correction of your personal information that is collected and held by Nelson Meers. If at any time you would like to access or correct the personal information that Nelson Meers holds about you, or you would like more information on Nelson Meers’ approach to privacy, please contact Nelson Meers using the details set out in paragraph 12 below. Nelson Meers will grant access to the extent required or authorised by the Privacy Act or other law and take steps reasonable in the circumstances to correct personal information where necessary and appropriate.

To obtain access to your personal information:

  • you may have to provide proof of identity to ensure that personal information is provided only to the correct individuals and that the privacy of others is protected;
  • Nelson Meers requests that you be reasonably specific about the information you require; and
  • Nelson Meers may charge you a reasonable administration fee, which reflects and will not exceed the cost to Nelson Meers for providing access in accordance with your request.

Nelson Meers will endeavour to respond to your request to access or correct your personal
information within 30 days from your request. If Nelson Meers refuses your request to access or
correct your personal information, Nelson Meers will provide you with written reasons for the
refusal and details of complaint mechanisms.

If you are dissatisfied with Nelson Meers’ refusal to grant access to, or correct, your personal
information, you may make a complaint to the Office of the Australian Information Commissioner.

12. Contacting Nelson Meers

For further information or enquiries regarding your personal information, or if you would like to opt-out of receiving any promotional or marketing communications or make a privacy complaint, please contact Nelson Meers’ using any of the following contact details:
[email protected]

13. Privacy complaints

Please direct all privacy complaints to Nelson Meers. At all times, privacy complaints:

  • will be treated seriously;
  • will be dealt with promptly;
  • will be dealt with in a confidential manner; and
  • will not affect your existing obligations or affect the commercial arrangements between you and Nelson Meers.

Nelson Meers will acknowledge your complaint within 7 days of receipt and endeavour to resolve it within 30 days, unless Nelson Meers informs you otherwise and seeks your agreement in writing.
Nelson Meers will commence an investigation into your complaint. You will be informed of the outcome of your complaint following completion of the investigation. In the event that you are dissatisfied with the outcome of your complaint, or an extension to the time in which Nelson Meers will resolve it, you may refer the complaint to the Office of the Australian Information Commissioner.