Hides Hotel Privacy Policy
Last updated: 30 October 2026
This policy explains how Hides Hotel (“we”, “us”) collects, uses, shares and protects your personal information when you visit hideshotel.com.au, book a room, stay with us or get in touch. We handle personal information in line with the Australian Privacy Principles in the Privacy Act 1988 (Cth).
Hides Hotel is operated by HIDES HOTEL PTY LTD, ABN 98 109 557 182, 87 Lake Street, Cairns City QLD 4870.
The short version
- We collect what we need to take your booking and look after your stay.
- Our website uses cookies to count visits and show ads, including through Google. You can switch these off.
- We don’t sell your personal information.
- Some of the services we use store information outside Australia.
- You can ask to see or correct your information, or make a complaint, at any time by emailing res@hideshotel.com.au.
1. What we collect
Information you give us
- Your name and contact details (email, phone, postal address)
- Booking details: dates, room type, number of guests and any requests
- Payment details for your booking and the security pre-authorisation at check-in. Card payments are handled by our booking system and payment provider, which tokenise your card details (replace them with a secure code)
- Photo identification at check-in. We check it and note that we’ve seen it; we may also make a copy
- Vehicle details, such as the registration number, if you use our on-site parking
- Messages, feedback and reviews you send us
- Details for tours and activities you ask our reception to book (name, contact number, pick-up details)
Information we get from others
- Booking websites and travel agents you book through (for example Booking.com, Expedia, Agoda or Hostelworld) send us your booking and contact details
- Group organisers who book rooms for you
- Tour and activity operators, about bookings we’ve made for you
Information collected when you use our website
- Device and browser type, IP address, approximate location, pages visited and how you found us (for example a search or an ad you clicked)
- This is collected through cookies and similar tools (see section 5)
- If you use the chat assistant on our website, the messages you type, and any details you include, are handled by our chat provider, Myma.ai, so it can answer you and so we can follow up
At the hotel
- Our public areas are monitored by CCTV (video only, no sound) for safety and security. Footage is kept for up to 30 days unless it’s needed for an incident.
- If you use our free guest Wi-Fi, the Wi-Fi system may record technical details about your device, such as its device identifier and when it connects.
Sensitive information
We only collect sensitive information, such as accessibility or dietary needs, if you choose to tell us so we can help with your stay.
You can browse our website and ask general questions without telling us who you are. To make a booking, we need your name and contact details.
2. How we use it
- To take and manage your booking, check you in and out, and take payment
- To contact you about your stay, including your confirmation and arrival information
- To book tours and activities you ask us to arrange
- To ask about your stay and invite you to leave a review
- To send you news and offers, only where you’ve agreed or the law allows (see section 7)
- To understand how our website is used and improve it
- To show you relevant ads (see section 5)
- For safety, security and fraud prevention, and to meet our legal obligations
3. Who we share it with
We share personal information only where needed for the purposes above:
- Our booking and business systems, including RMS Cloud (our reservations and online booking system), our payment provider, our website and IT providers (including our website chat provider, Myma.ai), and our email provider
- The booking website or travel agent you booked through
- Tour and activity operators, only the details needed for a booking you’ve asked us to make
- Sunlover Reef Cruises, our partner tour operator, for advertising (see section 5) and if you ask us about a Sunlover trip
- Google, for website analytics and advertising, including on YouTube (see section 5)
- Professional advisers and insurers, and government or law enforcement where the law requires or allows it
We don’t sell your personal information.
4. Information stored outside Australia
Some of the services we use store or process information overseas. Our booking system, RMS Cloud, may store and process information in Australia and in other countries where it or its service providers operate. Google stores information in the United States and other countries, and booking websites operate from many countries. We use well-known providers and take reasonable steps to make sure they protect your information.
5. Cookies, analytics and advertising
Cookies are small files saved on your device when you visit a website. We use them for:
| Type | What it does | Provided by |
|---|---|---|
| Essential | Makes the website and online booking work | Hides Hotel, RMS Cloud |
| Analytics | Counts visits and shows which pages are useful. Reports are grouped and don’t tell us who you are | Google Analytics |
| Advertising | Lets us, and our partner tour operator Sunlover Reef Cruises, show ads to people who have visited our website, and measure whether ads lead to bookings | Google Ads |
| Maps | Shows the map on our Contact page | Google Maps |
Our YouTube channel
Our YouTube channel is linked to our Google Ads account. If you watch or interact with our videos on YouTube, Google may let us show you our ads on other websites and apps. Google may also give us grouped reports on how our videos and ads perform. These reports don’t tell us who you are. YouTube is run by Google, and its privacy policy applies when you use YouTube: https://policies.google.com/privacy
Your choices
- Change your browser settings to block or delete cookies. The website will still work, though some features may not
- Turn off personalised ads from Google: myadcenter.google.com
- Opt out of Google Analytics: tools.google.com/dlpage/gaoptout
- How Google uses information from sites like ours: policies.google.com/technologies/partner-sites
6. Keeping it safe, and how long we keep it
We take reasonable steps to protect your information from misuse, loss and unauthorised access. Access is limited to staff and providers who need it, and our systems are password protected. Card payments go through our booking system’s secure payment service, which tokenises card details.
We keep personal information only as long as we need it for your stay, our records and our legal obligations (for example, tax records), then we delete it or remove anything that identifies you.
If a data breach is likely to cause you serious harm, we’ll tell you and the Office of the Australian Information Commissioner, as the law requires.
7. News and offers
We don’t send newsletters at the moment. If we start, we’ll only send you news and offers if you’ve agreed or the law allows, and every marketing email will have an unsubscribe link. You can also opt out at any time by emailing res@hideshotel.com.au. You’ll still get messages about your booking.
8. Seeing or correcting your information
You can ask for a copy of the personal information we hold about you, or ask us to correct it, by emailing res@hideshotel.com.au. We’ll reply within 30 days and may need to confirm your identity first. It doesn’t cost anything to ask.
9. Guests from the European Union or United Kingdom
If European or UK data protection law (GDPR) applies to you, you can also ask us to delete or limit the use of your information, object to how we use it, or receive it in a format you can take elsewhere. We use your information to carry out your booking (contract), for our legitimate business interests, with your consent (for example, marketing and advertising cookies), or to meet legal obligations. You can also complain to your local data protection authority.
10. Questions and complaints
Email res@hideshotel.com.au with “Privacy” in the subject line, or write to Hides Hotel, 87 Lake Street, Cairns City QLD 4870. We’ll respond within 30 days.
If you’re not happy with our response, you can contact the Office of the Australian Information Commissioner: www.oaic.gov.au or 1300 363 992.
11. Changes to this policy
We’ll update this policy when the way we handle information changes. The date at the top shows when it was last updated.
