Privacy Policy

Adara Richmond operates in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). This policy governs how we collect, use, disclose, store and safeguard your personal information across our reservations, on-property services and digital channels.

We collect personal data — including Identity, Contact and Financial information — primarily via our Property Management System (PMS), Book Direct Online. By using our booking engine, you consent to the transfer of information to authorised third-party payment processors (PCI-DSS compliant) for the purpose of securing your reservation and processing payment.

We may also collect information when you call our reservations line, email us, complete a conference enquiry, or interact with us during your stay. Where information is collected from a third party (e.g. a corporate travel manager or OTA), the same protections apply.

Your information is used to manage your reservation, deliver guest and concierge services, process payments, comply with our legal obligations, prevent fraud, and communicate with you about your stay or enquiry.

We do not sell your personal information. We will only send marketing communications where you have opted in, and you may opt out at any time via the unsubscribe link in any email or by writing to us at the address below.

Card details captured at the time of booking and at check-in (including any pre-authorisation hold) are tokenised and stored only with our PCI-DSS compliant payment provider. Adara Richmond does not retain full card numbers on its own systems. Pre-authorisation amounts are released in line with the issuer's standard hold period after departure, subject to clause 2.2 of our Terms of Service.

For the safety of our guests and the protection of the property, CCTV is in operation in public areas, lobbies, hallways, lifts, car parking and the building perimeter. Cameras are not installed inside guest apartments or in private bathrooms. Footage is handled in accordance with the Privacy Act 1988 (Cth) and applicable Victorian surveillance privacy laws, retained only for the period necessary, and disclosed to law enforcement where lawfully required.

We may disclose your information to: our PMS and booking engine (Book Direct Online); PCI-DSS compliant payment processors; channel managers and OTAs through which you booked; professional advisers; insurers; and government or law enforcement agencies where required or authorised by law. We require all service providers to maintain confidentiality and security standards consistent with this policy.

Some of our service providers (including cloud hosting and payment infrastructure) may process data outside Australia. Where this occurs, we take reasonable steps to ensure those recipients handle your information in a manner consistent with the Australian Privacy Principles.

You may request access to, or correction of, the personal information we hold about you by contacting us at the details below. If you believe we have breached the Australian Privacy Principles, you may lodge a complaint in writing; we will respond within 30 days. Unresolved complaints may be referred to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

For all privacy enquiries, contact our Privacy Officer at reservations@adarahotelrichmond.com.au or 0434 452 958. Postal: 185 Lennox Street, Richmond VIC 3121, Australia.