1. Introduction

Cara Luxe Stays Pty Ltd (“Cara Luxe Stays”, “we”, “us” or “our”) respects your privacy and is committed to protecting the personal information you provide when using our website, making a booking, completing guest verification, or staying at one of our properties.

This Privacy Policy explains how we collect, use, store and protect your personal information when you interact with Cara Luxe Stays.

By using our website, making a booking or completing our guest check-in process, you acknowledge that you have read and understood this Privacy Policy.

2. Personal Information We Collect

We may collect personal information required to manage your enquiry, booking and stay, including:

• your name and contact details, including email address and phone number;

• booking and reservation details;

• information required to provide accommodation services;

• communication between you and Cara Luxe Stays;

• guest preferences or requests relevant to your stay; and

• information provided through our guest verification and check-in process.

Where required for identity verification and property security purposes, we may collect identification information such as a government-issued identification document and a selfie or photograph for verification purposes.

​3. Guest Verification and Check-In Information

To provide a secure and safe accommodation experience, Cara Luxe Stays uses a guest verification process before arrival.

Our guest verification process may require the primary guest to provide:

• contact details including email address and phone number;

• a government-issued identification document such as a driver's licence, passport or approved identity document; and

• a selfie or photograph for identity verification purposes.

This information is collected through our guest check-in application and is used to verify the identity of the booking guest, reduce fraud, protect our property and guests, and assist with providing access instructions.

We only request information that is reasonably required to manage your reservation and provide accommodation services.

Where a photograph or selfie is processed for automated identity verification, this may involve the processing of biometric information. We use such information only for guest verification, fraud prevention and security purposes, through our guest verification service provider.

​4. How We Store and Protect Your Information

Cara Luxe Stays takes reasonable steps to protect the personal information provided by guests and to prevent unauthorised access, misuse, loss or disclosure.

Guest information may be stored and managed through trusted third-party service providers used to operate our accommodation services, including:

• Guesty, our property management platform, which manages booking information, guest communications, reservation details and operational records;

• Guest verification services, which collect and process information required to verify guest identity and support secure check-in procedures; and

• Stripe, our secure payment processing provider, which processes online payments. Cara Luxe Stays does not store guests' full payment card details.

Access to personal information is limited to authorised persons who require this information to operate Cara Luxe Stays, manage reservations, provide guest support, maintain security and comply with legal obligations.

While we take reasonable measures to protect personal information, no online system can guarantee complete security. Guests should also take reasonable steps to protect their own personal information when communicating or making bookings online.

5. How We Use Your Personal Information

Cara Luxe Stays uses personal information only for purposes connected with providing and managing our accommodation services.

We may use your information to:

• process and manage your reservation;

• communicate with you before, during and after your stay;

• provide check-in instructions, access information and guest support;

• verify guest identity and protect the safety and security of our property and guests;

• process payments and manage financial records;

• respond to enquiries, requests or complaints; and

• comply with legal, regulatory and insurance requirements.

Cara Luxe Stays does not sell, rent or trade personal information to third parties for marketing purposes.

6. Third-Party Service Providers

Cara Luxe Stays uses trusted third-party service providers to assist with operating our website, managing reservations, processing payments and providing accommodation services.

These providers may include:

• Guesty, for property management, reservations, guest communications, guest check-in and verification services;

• Stripe, for secure payment processing;

• Wix, for hosting and operating the Cara Luxe Stays website; and

• booking platforms and distribution partners where a reservation is made through a third-party booking channel.

These service providers may collect, process or store personal information on our behalf or as necessary to provide their services. Their handling of personal information is also subject to their own privacy policies and security practices.

Some service providers may process or store personal information outside Australia. Where applicable, we take reasonable steps in relation to overseas disclosures in accordance with applicable Australian privacy requirements.

We do not authorise third-party service providers to use personal information provided to Cara Luxe Stays for their own unrelated marketing purposes.

7. Cookies and Website Analytics

Our website may use cookies and similar technologies to help the website function correctly, improve the user experience and understand how visitors interact with our website.

Cookies are small data files that may be stored on your device when you visit a website. Depending on the features and services used on our website, cookies may be placed by Cara Luxe Stays or by third-party service providers.

Cookies may be used to:

• enable essential website functionality;

• remember preferences and improve the browsing experience;

• understand website traffic and how visitors use our website;

• support booking and reservation functionality; and

• help maintain the security and performance of our website.

Our website is hosted using Wix, and booking functionality may connect visitors to services provided by Guesty and other service providers. These providers may use cookies or similar technologies in accordance with their own privacy policies.

Where required, visitors may be given the option to manage non-essential cookies through the cookie settings or consent tools available on our website. Cookies can also generally be controlled through your web browser settings.

Disabling certain cookies may affect the functionality of some parts of our website.

8. Access, Correction and Deletion of Personal Information

You may contact Cara Luxe Stays to request access to personal information we hold about you or to ask us to correct information that is inaccurate, incomplete or out of date.

You may also request that personal information be deleted where it is no longer reasonably required for the purposes for which it was collected.

In some circumstances, we may be required or permitted to retain certain information, including booking, transaction, identification or communication records, to comply with legal, taxation, accounting, fraud prevention, insurance, dispute resolution or other legitimate business requirements.

Where personal information is held or processed on our behalf by a third-party service provider, such as Guesty or another booking or verification provider, we may need to work with that provider to respond to your request.

For security and privacy reasons, we may need to verify your identity before providing access to, correcting or deleting personal information.

Requests regarding personal information can be made using the contact details provided in this Privacy Policy.

9. How Long We Keep Personal Information

Cara Luxe Stays retains personal information only for as long as it is reasonably required to provide our accommodation services, manage reservations, maintain appropriate business records and meet our legal, taxation, accounting, insurance and regulatory obligations.

Different types of personal information may be retained for different periods depending on the purpose for which the information was collected and any applicable legal or operational requirements.

Information collected for guest identity verification, including identification documents and photographs or selfies, may be processed and retained by our guest verification service provider in accordance with its applicable retention and privacy practices.

Where personal information is held by third-party service providers such as Guesty, Stripe, booking platforms or other service providers, retention periods may also be governed by their respective policies and legal obligations.

When personal information is no longer reasonably required, Cara Luxe Stays will take reasonable steps to delete, destroy or de-identify information under our control, subject to any legal or legitimate business requirement to retain it.

10. Disclosure of Personal Information

Cara Luxe Stays does not sell, rent or trade personal information.

We may disclose personal information where reasonably necessary to operate our accommodation business, provide services to guests, protect our properties or comply with legal obligations.

Personal information may be disclosed to:

• service providers that assist us with property management, guest verification, payment processing, website operation, communications and other business functions;

• booking platforms and distribution partners where necessary to manage a reservation;

• cleaners, maintenance providers, property managers or other contractors where information is reasonably required to provide services relating to a guest's stay;

• our accountants, bookkeepers, legal advisers, insurers and other professional advisers;

• banks, payment processors and financial service providers where required to process or reconcile transactions;

• government agencies, regulators, law enforcement authorities or emergency services where disclosure is required or authorised by law or is reasonably necessary to protect the safety of a person or property; and

• other parties where you have provided consent or where disclosure is otherwise permitted or required by law.

Where information is provided to contractors or service providers, we seek to limit the information disclosed to what is reasonably necessary for them to perform the relevant service.

Cara Luxe Stays will not ordinarily provide copies of a guest's identification document or selfie to cleaners, maintenance providers or other property contractors unless disclosure is reasonably necessary, authorised by the guest or required by law.

11. Data Breaches

Cara Luxe Stays takes reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure.

If we become aware of a suspected or actual data breach involving personal information, we will take reasonable steps to contain and investigate the incident and assess the potential impact on affected individuals.

Where required by applicable Australian privacy law, Cara Luxe Stays will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) of an eligible data breach.

Where a data breach involves information held or processed by one of our third-party service providers, we may work with that provider to investigate, contain and respond to the incident.

12. Privacy Questions and Complaints

If you have a question, concern or complaint about how Cara Luxe Stays handles your personal information, please contact us using the details below.

We will take reasonable steps to investigate and respond to privacy concerns within a reasonable period.

If you are not satisfied with our response, you may have the right to contact the Office of the Australian Information Commissioner (OAIC) or another relevant privacy regulator.

Information about privacy rights and complaints is available from the OAIC.

13. Contact Us and Changes to This Privacy Policy

If you have questions about this Privacy Policy, wish to request access to or correction of your personal information, or wish to make a privacy complaint, please contact:

Cara Luxe Stays Pty Ltd
Email: hello@caraluxestays.com.au
Phone: +61 423 091 147
Website: caraluxestays.com.au

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

The current version will be published on our website.

Last updated: 23 August 2026

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