Home · Privacy Policy
Privacy Act 2020
How Cliffside Collection Hospitality Ltd collects, uses, stores, discloses and protects personal information about our guests, enquirers and website visitors.
Last updated 1 May 2026
This website and the hotel it describes are operated by Cliffside Collection Hospitality Ltd (NZBN 9429046318725), 118 Lake Esplanade, Queenstown 9300, Otago, New Zealand. In this policy, "we", "us" and "our" mean that company. We are the agency responsible for the personal information described here under the Privacy Act 2020.
Our privacy officer can be reached at [email protected] or by post at the address above.
We collect personal information directly from you in almost every case — when you make an enquiry, book a room, stay with us, dine, book a treatment, attend an event, or enter the gaming lounge.
| Category | Examples |
|---|---|
| Contact details | Name, email address, telephone number, postal address, country of residence |
| Booking details | Dates, room type, number of guests, rate and package, arrival time, special requests |
| Payment details | Card type, last four digits, authorisation result. Full card numbers are handled by our payment provider and are not stored on our systems. |
| Identification | Identity document type and, where the law requires it, details sighted at check-in or at the gaming lounge door |
| Preferences | Room preferences, dietary requirements, accessibility needs, previous stays |
| Health information | Only what you tell us — allergies, mobility needs, or information given to a therapist before a spa treatment |
| Gaming lounge records | Age verification, self-exclusion records, and incident notes made under our host responsibility obligations |
| CCTV | Images recorded in public areas of the property, including the gaming lounge, which is required |
| Website data | IP address, browser type, pages viewed, referring page, and cookie identifiers where you have consented |
Providing information is voluntary, but if you do not give us what a booking needs — a name, contact details and payment authorisation — we will not be able to confirm a reservation.
We do not sell personal information, and we do not disclose it to third parties for their own marketing. We share it only where it is necessary:
Some of our providers store data on servers outside New Zealand, including in Australia and the European Union. Where that happens we take reasonable steps to ensure comparable safeguards apply, as information privacy principle 12 requires.
| Information | Retention |
|---|---|
| Enquiries that do not become bookings | 12 months |
| Guest and booking records | 7 years, to meet tax record-keeping requirements |
| Marketing consents | Until you withdraw consent, then a suppression record only |
| CCTV footage | 31 days, unless retained for an investigation |
| Host responsibility and self-exclusion records | As long as required under the Gambling Act 2003 and our approved policy |
Personal information is held on access-controlled systems and, where paper records exist, in locked storage at the property. Access is limited to staff who need it for their role. Payment card data is handled by a PCI-DSS compliant provider; we do not store full card numbers. If a privacy breach occurs that is likely to cause serious harm, we will notify the Office of the Privacy Commissioner and the affected people, as Part 6 of the Privacy Act 2020 requires.
You have the right to ask for access to the personal information we hold about you, and to ask us to correct it if it is wrong. Requests should go to [email protected]. We will respond within 20 working days. We may need to verify your identity first, and there are limited grounds in the Act on which access can be refused — if we rely on one, we will tell you which and why.
You may also withdraw your consent to marketing at any time, and ask us to delete information we no longer need to keep.
Our website uses cookies. Essential cookies are always on because the site cannot work without them; analytics and marketing cookies are set only if you consent through our cookie banner, and you can change that choice at any time. What each cookie does, and how long it lasts, is set out in our Cookie Policy.
Our site links to third-party websites — mapping, support services and tour operators. We are not responsible for their privacy practices, and we suggest reading their policies before providing information to them.
We send resort news and package offers only to people who have opted in. Every message contains an unsubscribe link that works, and unsubscribing takes effect immediately. We do not send gambling promotions by email, and we never market gaming to anyone who has self-excluded.
If you are unhappy with how we have handled your personal information, contact our privacy officer at [email protected]. We will acknowledge your complaint within two business days and aim to resolve it within twenty working days.
If you are not satisfied with our response, you can complain to the Office of the Privacy Commissioner: privacy.org.nz, telephone 0800 803 909.
We review this policy annually and when our practices change. The date at the top shows the current version.
The gaming lounge at Cliffside Collection is reserved for adults aged 20 and over, in line with New Zealand law.
Gambling Act 2003 · R20 · Play it safe — NZ Gambling Helpline 0800 654 655
Access to this website is restricted to visitors aged 20 and over.
If you need to speak with someone about gambling, the NZ Gambling Helpline is free and confidential on 0800 654 655, 24 hours a day.