Privacy Policy 1

Updated September 2026

This Privacy Policy explains how Alpine Property Management Pty Ltd, trading as Alpine Escapes, collects, holds, uses and discloses personal information in connection with accommodation bookings and related services.

Alpine Property Management Pty Ltd is committed to protecting the privacy of individuals and handles personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

This policy applies to personal information handled through www.alpineescapes.com.au and in connection with bookings, guest services, accommodation management and related activities conducted under the Alpine Escapes brand.

Our property management and owner services are also subject to the separate Alpine Property Management Privacy Policy available at www.alpineproperties.com.au.

Personal information we collect

The types of personal information we may collect and hold depend on your dealings with us and may include:

* your name and contact details, including email address and telephone number;

* booking details, including accommodation, dates of stay, number of guests and booking preferences;

* information about additional guests included in a booking where provided to us;

* payment, billing and transaction information;

* communications between you and Alpine Escapes;

* information provided through booking platforms, enquiry forms or customer service interactions;

* information relating to cancellations, refunds, payment disputes and chargebacks;

* information relating to property damage, cleaning issues, incidents, complaints, claims or insurance matters;

* information provided for guest verification, access control, security or fraud prevention;

* information about your marketing preferences;

* technical information associated with your use of our website, including IP address, browser type, device information, pages viewed, access times and referring websites; and

* other personal information you choose to provide to us.

In some circumstances, we may receive sensitive information, including health information, where a guest provides it in connection with a cancellation request, incident, accessibility requirement or other interaction with us.

We only collect sensitive information where reasonably necessary and where permitted by law.

How we collect personal information

We generally collect personal information directly from you when you:

* make or enquire about a booking;

* communicate with us before, during or after a stay;

* make a payment;

* complete a form or provide information through our website;

* request assistance, a cancellation, refund or booking change;

* make a complaint or claim;

* participate in a promotion or marketing activity; or

* otherwise provide information in connection with our accommodation services.

We may also collect personal information from third parties, including:

* accommodation and booking platforms;

* property owners and their authorised representatives;

* payment processors and financial institutions;

* contractors and service providers;

* insurers and claims administrators;

* fraud prevention or verification providers;

* law-enforcement agencies and regulators where appropriate; and

* other parties involved in administering a booking, stay, claim or transaction.

Our website may also automatically collect technical and usage information through cookies, analytics tools and similar technologies.

Why we collect and use personal information

We may collect, hold, use and disclose personal information for purposes including:

* responding to accommodation enquiries;

* creating, administering and managing bookings;

* processing payments, refunds and security-related transactions;

* communicating with guests before, during and after a stay;

* providing check-in, access and property information;

* coordinating cleaning, maintenance and other services associated with a stay;

* responding to guest enquiries and support requests;

* managing cancellations, date changes and booking amendments;

* managing complaints, disputes, chargebacks, property damage and insurance claims;

* detecting and managing fraud, security risks and misuse of accommodation or services;

* maintaining records relating to bookings and transactions;

* communicating with property owners where relevant to the management of accommodation;

* improving our properties, systems, website, guest communications and services;

* conducting internal reporting and business analysis;

* complying with our contractual and legal obligations; and

* other purposes reasonably related to the purpose for which the information was collected, or where otherwise permitted by law.

Direct marketing

Where permitted by law, we may use your contact details to send you information about Alpine Escapes, accommodation offers, destinations, promotions and related services.

We may send marketing communications where you have consented to receive them or where otherwise permitted by applicable law.

You may opt out of marketing communications at any time by using the unsubscribe facility provided in the communication or by contacting us.

Opting out of marketing communications will not prevent us from sending communications that are reasonably necessary to administer an existing booking or transaction.

Artificial intelligence and technology-assisted processing

We may use software, artificial intelligence and other technology-assisted tools to support our operations and guest services.

These tools may assist with activities such as:

* drafting and reviewing guest communications;

* summarising and organising information;

* responding to enquiries;

* administrative tasks;

* document preparation;

* analysis of booking, operational or service information;

* assisting with complaints, disputes and claims;

* improving our systems, communications and services; and

* fraud, security and risk management.

Where personal information is processed using these tools, we take reasonable steps to limit the information used to what is reasonably necessary for the relevant purpose and to manage associated privacy and security risks.

We do not rely on artificial intelligence as a substitute for appropriate human judgement where a decision could have significant consequences for an individual.

Where we use automated decision-making involving personal information in circumstances requiring disclosure under the Privacy Act, we will provide the information required by law in this Privacy Policy.

Payments

Payments may be processed by third-party payment providers.

Depending on the payment method used, those providers may collect or process information such as your name, billing information, payment details and transaction information.

Alpine Escapes may receive information about the status of a payment or transaction without receiving or retaining all payment-card information used to complete the transaction.

Payment providers handle personal information in accordance with their own privacy and security arrangements.

Booking platforms and third-party channels

Accommodation may be advertised or booked through third-party platforms and distribution channels.

Where you make an enquiry or booking through one of these services, that provider may collect personal information directly from you and provide relevant information to us for purposes including administering your booking, communicating with you, processing transactions and managing claims or disputes.

Those providers may also use your personal information independently in accordance with their own privacy policies and terms.

Property access and guest services

We may provide limited personal information to cleaners, maintenance contractors, property service providers and other suppliers where reasonably necessary to prepare accommodation, provide services, investigate an issue or respond to an incident.

We seek to limit the information provided to what is reasonably necessary for the relevant service.

Property damage, incidents and claims

Where an incident, property damage or other issue occurs in connection with a stay, we may collect, use and disclose information reasonably necessary to investigate and resolve the matter.

This may include:

* booking and guest information;

* guest communications;

* photographs and video;

* inspection and cleaning reports;

* invoices and repair quotations;

* transaction information; and

* other evidence relevant to the incident.

We may disclose relevant information to property owners, booking platforms, insurers, claims administrators, professional advisers, financial institutions, law-enforcement authorities or other parties where reasonably necessary or authorised by law.

Disclosure of personal information

We may disclose personal information where reasonably necessary to:

* our employees and contractors;

* property owners and authorised representatives;

* accommodation and booking platforms;

* reservation and property management system providers;

* cleaning, maintenance and trade service providers;

* payment processors, banks and financial service providers;

* cloud, information technology, website, email and communications providers;

* marketing and customer communications providers;

* fraud prevention, identity or security service providers;

* insurers and claims administrators;

* accountants, lawyers and other professional advisers;

* government agencies, regulators, courts or law-enforcement authorities where required or authorised by law; and

* other third parties where you have authorised the disclosure or where it is otherwise permitted by law.

We seek to limit disclosure to information reasonably required for the recipient to perform the relevant function or service.

Overseas recipients

Some of our employees, contractors, booking platforms, technology providers, cloud-service providers, payment providers and other service providers may operate, store information or process information outside Australia.

As a result, personal information may in some circumstances be disclosed to overseas recipients.

Where required by the Privacy Act, we take reasonable steps in relation to the handling of personal information by overseas recipients.

The countries in which overseas recipients may be located depend on the service providers and contractors used by us from time to time. Where practicable, we will identify relevant countries in this policy or otherwise provide that information on request.

Data security

We take reasonable steps to protect personal information we hold from misuse, interference, loss and unauthorised access, modification or disclosure.

These measures may include appropriate account security, authentication, access controls, staff and contractor controls, secure third-party systems and other technical and organisational safeguards.

No electronic transmission or storage system is completely secure, and we cannot guarantee absolute security.

Retention of personal information

We retain personal information for as long as reasonably necessary for the purposes for which it was collected, to administer bookings and claims, meet our legal and contractual obligations, maintain appropriate business records and resolve disputes.

Where personal information is no longer required and we are not required by law to retain it, we take reasonable steps to destroy it or de-identify it.

Access to your personal information

You may request access to personal information we hold about you.

We may need to verify your identity before providing access.

In circumstances permitted by law, we may refuse access or provide only partial access. Where required, we will explain the reason for the decision.

There is no charge for making an access request. Where permitted by law, we may charge a reasonable amount for costs associated with providing access.

Correction of personal information

You may ask us to correct personal information that you believe is inaccurate, out of date, incomplete, irrelevant or misleading.

We will take reasonable steps to consider and respond to your request in accordance with applicable privacy law.

Privacy complaints

If you believe we have not handled your personal information appropriately or have breached an applicable privacy obligation, please contact us using the details below.

Please provide sufficient information for us to understand and investigate your concern.

We will consider privacy complaints and aim to respond within a reasonable period. In most cases, you should allow us up to 30 days to investigate and respond.

If you are not satisfied with our response, you may be entitled to make a complaint to the Office of the Australian Information Commissioner.

Information about making a privacy complaint is available at www.oaic.gov.au

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our business practices, technology, service providers or legal obligations.

The current version will be published on our website and will show the date it was last updated.

Contact us

For questions about this Privacy Policy, requests to access or correct personal information, or privacy complaints, please contact:

Alpine Property Management Pty Ltd trading as Alpine Escapes

Email: info@alpineproperties.com.au