Privacy Policy

Holiday House Manager Pty Ltd (ABN 55 799 758 184, ACN 669 481 681) (“we”, “us”, “our”) is a Melbourne based short-term rental and Airbnb property management company. This policy explains how we collect, use, store and disclose personal information in the course of running our business and operating our website, holidayhousemanager.com.au.

We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

Who this policy covers

This policy applies to:

• Property owners who engage us to manage their property, or who enquire about our services
• Guests who stay at properties we manage
• Website visitors who browse our site or submit an enquiry form

What personal information we collect

Website enquiries. When you submit an enquiry form on our website, we collect your name, email address, phone number (if provided), the suburb of your property, the subject of your enquiry and the content of your message. We also automatically record the page you submitted the form from and, where applicable, campaign tracking information (UTM parameters) showing how you arrived at our site.

Property owners. When you become a client, we collect your contact details, property address and property details, bank account details for the payment of rental income, and information needed to prepare your monthly statements. We also hold correspondence between us relating to your property.

Guests. When you book a stay at a property we manage, we receive booking information from the platform you booked through (such as Airbnb or Booking.com). This typically includes your name, contact details, stay dates, number of guests and the content of messages you send us through the platform. Where required for a booking, we may also collect identification details or payment related information.

Website visitors. Our website uses cookies and similar technologies to collect information about your visit, including pages viewed, your approximate location, device and browser type, and how you found our site. See the section on cookies and analytics below.

How we collect personal information

We collect personal information directly from you when you submit a form on our website, email us, call us or message us through a booking platform. We also receive guest information from Airbnb, Booking.com and other booking platforms when a reservation is made at a property we manage.

Airbnb and Booking.com handle your information under their own privacy policies. This policy covers what we do with the information those platforms share with us.

Why we collect and use personal information

We collect, hold and use personal information to:

• Respond to enquiries about our services
• Provide property management services to owners, including preparing statements and paying rental income
• Manage bookings and communicate with guests before, during and after a stay
• Coordinate cleaning, maintenance and other services at managed properties
• Verify bookings and protect properties against damage, unauthorised parties and fraud
• Meet our legal, accounting and regulatory obligations
• Improve our website and understand how people find our services

We do not sell personal information, and we do not send marketing or newsletter emails to people who enquire with us.

Cookies, analytics and advertising

Our website uses Google Analytics to understand how visitors use the site, and Google Ads conversion tracking to measure the effectiveness of our advertising. These services use cookies and may collect your IP address, device information and browsing behaviour on our site. Google processes this information on servers that may be located outside Australia.

We also record campaign parameters (UTM tags) and the page path when you submit an enquiry form, so we can understand which pages and campaigns lead to enquiries.

You can opt out of Google Analytics using the browser add-on available at https://tools.google.com/dlpage/gaoptout, and you can manage ad personalisation at https://adssettings.google.com. You can also block or delete cookies through your browser settings, although some parts of the website may not function fully without them.

Monitoring devices at managed properties

Some properties we manage are fitted with external security devices, which may include doorbell cameras or CCTV covering entrances and outdoor areas, and smart locks that record entry activity. These devices exist to protect the property and to verify compliance with booking conditions, such as guest numbers.

No cameras are located inside living areas of any property we manage. Where a property has external cameras or entry logging, this is disclosed in the property listing in accordance with booking platform rules. Footage and entry records are accessed only where needed, for example to investigate damage, unauthorised guests or a security incident.

Who we disclose personal information to

We may disclose personal information to:

• Cleaning and maintenance contractors, limited to what they need to service a property (for example, stay dates and access details)
• Booking platforms such as Airbnb and Booking.com, in the course of managing reservations and guest communication
• Service providers we use to run the business, including our website host, email provider, workspace and database tools, and accounting software
• Professional advisers such as accountants, and government or regulatory bodies where required by law

We only disclose information for the purposes described in this policy or where the law requires or permits it.

Overseas disclosure

Some members of our team and some contractors who assist with guest communication and administration are located outside Australia, [COUNTRIES, e.g. in the Philippines], and access personal information as part of their work for us. We require anyone accessing personal information on our behalf to handle it only for the purposes of our business.

In addition, some of the cloud services we use (including our website host, email, analytics and workspace tools) store data on servers located overseas, including in the United States.

How we store and protect personal information

Enquiry form submissions are stored in our website database, delivered to our email inbox and recorded in our internal workspace system. Owner and guest information is held in our email, booking platform accounts, workspace tools and accounting software.

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification and disclosure, including access controls on our systems and limiting access to team members who need the information for their role. We retain personal information only for as long as it is needed for the purposes described above or as required by law, after which it is deleted or de-identified.

Accessing or correcting your information

You may request access to the personal information we hold about you, or ask us to correct it, by contacting us using the details below. We will respond within a reasonable period. There is no charge for making a request, although in limited circumstances the Privacy Act allows us to refuse access, in which case we will explain why.

Complaints

If you believe we have mishandled your personal information, please contact us first using the details below and we will investigate and respond. If you are not satisfied with our response, you can lodge a complaint with the Office of the Australian Information Commissioner (OAIC):

• Website: www.oaic.gov.au
• Phone: 1300 363 992

Contact us

Privacy enquiries can be sent to:

Holiday House Manager Pty Ltd
Email: info@holidayhousemanager.com.au
Melbourne, Victoria

Changes to this policy

We may update this policy from time to time. The current version will always be published on this page, with the date of the last update shown at the top.