Privacy Policy

Last updated: January 2026

Avneli Hospitality Pty Ltd (ABN 47 829 316 504), operating Avneli Hotel at 9 Lower Fort Street, Sydney NSW 2000, is committed to protecting the privacy of guests, website visitors, and business contacts. This Privacy Policy explains how we collect, use, store, disclose, and safeguard personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

1. Information We Collect

We collect personal information that you provide directly when making reservations, completing booking forms, subscribing to communications, contacting us via email or telephone, or interacting with our Avneli Rewards loyalty programme. This information may include your full name, email address, telephone number, postal address, payment card details, identification documents provided at check-in, dietary preferences, accessibility requirements, and special occasion notes associated with your stay. We also collect information automatically when you visit our website, including IP address, browser type, device identifiers, pages viewed, and referral source data through cookies and similar technologies as described in our Cookie Policy. Closed-circuit television footage may be collected in common areas of the hotel for security purposes. We do not collect sensitive information such as health data except where you voluntarily provide it to accommodate specific service requirements during your stay.

2. Purpose of Collection

Personal information is collected and used for purposes directly related to our hospitality operations including processing room and service bookings, managing guest accounts, facilitating check-in and check-out procedures, communicating reservation confirmations and itinerary updates, delivering requested hotel services, administering the Avneli Rewards programme, responding to enquiries and complaints, and complying with legal obligations under Australian law. We may use contact details to send promotional communications about hotel offers, events, and services where you have provided consent or where applicable exemptions under the Spam Act 2003 (Cth) apply. Website analytics data helps us improve site functionality, content relevance, and user experience across desktop and mobile platforms. Payment information is processed solely for transaction completion and fraud prevention through PCI-compliant payment service providers.

3. Disclosure to Third Parties

Avneli Hospitality Pty Ltd may disclose personal information to trusted third parties who assist in delivering our services, including payment processors, booking platform integrators, email service providers, cloud hosting providers, professional advisors, and service partners such as transport operators and spa therapists when you book ancillary services through our hotel. Disclosures also occur where required by law, regulation, court order, or government authority, or where necessary to protect the rights, property, or safety of Avneli Hotel, our guests, or the public. We require all third-party recipients to handle personal information in accordance with applicable privacy standards and contractual confidentiality obligations. We do not sell personal information to data brokers or marketing companies unrelated to hospitality services. International transfers of data may occur where service providers maintain infrastructure outside Australia; in such cases we take reasonable steps to ensure comparable privacy protections.

4. Data Security

We implement administrative, technical, and physical security measures designed to protect personal information from unauthorised access, alteration, disclosure, or destruction. These measures include encrypted data transmission for online forms, access controls limiting employee access to guest records on a need-to-know basis, secure storage of physical registration documents, regular software updates, and staff training on privacy and data handling procedures. Payment card data is processed through certified payment gateways and is not stored on Avneli servers beyond what is necessary for transaction reconciliation and chargeback management. Despite our efforts, no method of electronic transmission or storage is completely secure, and we cannot guarantee absolute security of information transmitted to or from our website.

5. Data Retention

Personal information is retained for as long as necessary to fulfil the purposes for which it was collected, including satisfying legal, accounting, and reporting requirements. Guest stay records are typically retained for seven years in accordance with Australian taxation and business record-keeping obligations. Avneli Rewards membership data is retained while your account remains active and for a reasonable period thereafter to honour outstanding point redemptions and resolve disputes. Marketing consent records are maintained to demonstrate compliance with communication preferences. CCTV footage in common areas is generally retained for thirty days unless required for incident investigation. When personal information is no longer required, we take reasonable steps to destroy or de-identify it securely.

6. Access and Correction

You have the right to request access to personal information we hold about you and to request correction of inaccurate, incomplete, or outdated information. Requests should be directed to our Privacy Officer at avneli@hotmail.com or by post to 9 Lower Fort Street, Sydney NSW 2000. We will respond within a reasonable period, typically thirty days, and may require verification of identity before releasing information. If we refuse access or correction, we will provide written reasons and inform you of available complaint mechanisms. There is no fee for making a request, though reasonable charges may apply for providing copies of extensive records.

7. Marketing Communications

With your consent or as permitted by law, we may send promotional emails and messages about Avneli Hotel services, seasonal offers, and loyalty programme updates. Every marketing communication includes an unsubscribe mechanism allowing you to opt out of future promotional messages. Opting out of marketing does not affect transactional communications related to active reservations, service confirmations, or legal notices. You may also manage communication preferences by contacting our front desk or emailing avneli@hotmail.com with your request and loyalty programme number if applicable.

8. Children's Privacy

Our website and services are not directed at individuals under eighteen years of age. We do not knowingly collect personal information from children without parental or guardian consent associated with a family booking. If we become aware that personal information has been collected from a child without appropriate consent, we will take steps to delete that information promptly.

9. Changes to This Policy

Avneli Hospitality Pty Ltd may update this Privacy Policy periodically to reflect changes in legal requirements, business practices, or technology. The updated version will be published on this page with a revised effective date. Material changes affecting how we handle previously collected personal information will be communicated to affected individuals where practicable. Continued use of our website or services after policy updates constitutes acceptance of the revised terms.

10. Contact and Complaints

For privacy enquiries, access requests, or complaints regarding our handling of personal information, contact Marcus Chen, Managing Director and Privacy Officer, Avneli Hospitality Pty Ltd, 9 Lower Fort Street, Sydney NSW 2000, email avneli@hotmail.com, telephone +61292401138. If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au. We take all privacy complaints seriously and aim to resolve concerns fairly and promptly within our internal dispute resolution procedures before external escalation becomes necessary.