Privacy Act 2020
Privacy Policy
What we collect about you, why we collect it, who else ever sees it, and how to get it back or have it corrected.
01 · Who we are
Harrier Lodge Hospitality Limited (NZBN 9429048817326) trades as Harrier Lodge at 148 Fernhill Road, Queenstown 9300, Otago, New Zealand. We are the agency responsible for the personal information described in this policy, and we handle it in accordance with the Privacy Act 2020 and its thirteen information privacy principles.
Questions about privacy go to our Privacy Officer: [email protected], or by post to the Privacy Officer at the address above.
02 · What we collect
| Category | Examples |
|---|---|
| Booking information | Name, email, telephone, postal address, arrival and departure dates, room preferences, number of guests |
| Payment information | Card details captured by our payment provider, transaction records, invoices. We do not store full card numbers on our own systems. |
| Stay information | Requests you make of us, dietary requirements, accessibility needs, spa and restaurant bookings, incidents recorded by the duty manager |
| Identification | Type and expiry of the document shown at the entrance to the gaming lounge, and the fact that it was checked. We do not photocopy or retain your identity document unless a self-exclusion order is being made. |
| Self-exclusion records | Where you enter a self-exclusion arrangement: your name, a photograph, the term of the order and the date it ends |
| Website information | IP address, browser and device type, pages visited, referring site — only where you have consented to analytics cookies |
| Correspondence | Emails, enquiry forms, letters and notes of telephone calls with our reservations desk |
| CCTV | Images recorded in public areas of the property, including the gaming lounge, as described in section 08 |
We do not collect information about your health, ethnicity, religion or political views unless you volunteer it — for example a dietary or accessibility requirement — and where you do, we use it only for the purpose you gave it to us for.
03 · Why we collect it
- To take, hold and honour your booking, and to charge you for it
- To provide the services you ask for during your stay
- To meet our obligations under the Gambling Act 2003, including age verification and self-exclusion
- To meet our obligations under the Sale and Supply of Alcohol Act 2012
- To keep guests, staff and the property safe, and to investigate incidents
- To answer your enquiries and to deal with complaints
- To meet tax, accounting and other legal requirements
- To send you offers and news, where you have asked us to
We collect only what we need for these purposes, and we collect it from you directly wherever it is practicable to do so.
04 · How we collect it
Directly from you — when you telephone, email, complete the enquiry form on this website, check in at reception, book a table, or present identification at the gaming lounge. From a booking agent or travel platform, where you have booked through one. From your employer or event organiser, where a company has booked on your behalf. From our CCTV system while you are on the property. From this website, where you have consented to analytics cookies.
05 · Who we share it with
We do not sell personal information, ever, to anybody. We disclose it only in these circumstances:
| Service providers | Our property management system, payment provider, email platform and IT support — each bound by contract to use the information only on our instructions |
|---|---|
| Within the lodge | Between departments, so that the kitchen knows about an allergy and housekeeping knows about a late arrival |
| Regulators | The Department of Internal Affairs and New Zealand Police, where we are required by law to disclose, or where disclosure is necessary to prevent or investigate an offence |
| Professional advisers | Our accountants, auditors and lawyers, under obligations of confidence |
| In an emergency | Emergency services, where there is a serious threat to someone's life, health or safety |
Some of our providers store data on servers in Australia. Before disclosing personal information outside New Zealand we satisfy ourselves, as information privacy principle 12 requires, that comparable safeguards are in place.
06 · Storage and retention
Personal information is held on access-controlled systems, encrypted in transit and at rest, with access limited to staff who need it for their work. Paper records are held in locked storage at the property.
| Booking and stay records | 7 years — tax and accounting requirements |
|---|---|
| Enquiries that do not become bookings | 12 months |
| Marketing consent records | Until you unsubscribe, then 2 years as proof of consent |
| CCTV footage | 31 days, unless retained for an incident or at the request of Police |
| Self-exclusion records | The term of the order plus 2 years |
| Incident reports | 7 years |
When information is no longer needed for a lawful purpose, we destroy it securely.
07 · Your rights
Under principles 6 and 7 of the Privacy Act 2020 you have the right to ask us what personal information we hold about you, to be given access to it, and to ask us to correct it if it is wrong. You may also ask us to attach a statement of correction if we decline to change something.
Write to our Privacy Officer at [email protected]. We will respond as soon as we can and in any case within 20 working days. There is no charge for a request of this kind. We may need to verify your identity before releasing information, and in limited cases the Act allows us to withhold some material — where releasing it would disclose information about another person, for example.
You may withdraw consent to marketing at any time, and you may ask us to delete information we are not legally required to keep.
08 · CCTV
Cameras operate in the public areas of the property: the entrance, reception, corridors, lifts, car park, and throughout the gaming lounge. Recording in the gaming lounge is a condition of operating it. There are no cameras in guest rooms, bathrooms, changing areas or treatment rooms, and there is no audio recording anywhere.
Footage is held for 31 days and then overwritten. It is viewed only by authorised staff, and only where there is a specific reason to do so — an incident, a complaint, a security concern, or a lawful request from Police. Signs at the entrances tell you that recording is taking place, as they are required to.
09 · Marketing
We send seasonal offers and lodge news only to people who have asked to receive them, by ticking the box on our enquiry form or telling us at reception. Every message we send carries an unsubscribe link that works immediately and without explanation, as the Unsolicited Electronic Messages Act 2007 requires.
We do not send gaming-related promotions to anyone who has not specifically asked for them, and we never send them to a person who has entered a self-exclusion arrangement with us.
10 · Complaints
If you believe we have mishandled your personal information, tell our Privacy Officer first — [email protected]. We acknowledge privacy complaints within two working days and aim to resolve them within twenty.
If you are not satisfied with our response, you may complain to the Office of the Privacy Commissioner: 0800 803 909, privacy.org.nz, or PO Box 10094, Wellington 6143. Complaining to us first is not a requirement, but it is usually quicker.
Changes to this policy
We review this policy annually and whenever our practices change. The current version and its effective date are shown at the top of this page. Material changes are notified to guests who have an active booking with us.