The Apartment Service (ABN 14 050 210 896) has provided furnished and serviced apartment accommodation in Sydney since 1992. In this policy, we, us and our mean The Apartment Service.

We are bound by the Australian Privacy Principles in the Privacy Act 1988 (Cth). This policy explains what personal information we collect, why we collect it, who we share it with and how you can access, correct or complain about it. It applies to our website, our booking and enquiry process, our management of properties on behalf of owners, and our dealings with guests, owners, suppliers and job applicants.

By using our website or making a booking or enquiry with us, you agree to your personal information being handled as set out below.

Guests

• Name, email address, postal address, phone number and country of residence.
• Booking details, including arrival and departure dates, apartment, number of guests, rates paid and any special requests.
• Payment information, including card details used to secure or pay for a booking and bank details where a refund or security deposit return is due.
• Identification and verification details where required for check-in, security deposits or compliance.
• Correspondence with our team, including emails, messages sent through booking platforms and notes of phone calls.

Property owners

• Name, contact details and postal address.
• Property details, including address, access arrangements, inclusions and strata or building requirements.
• Bank account details for disbursement of rental income, and information needed for statements and reporting.
• Evidence of ownership, authority to lease, insurance and compliance documentation.

Website visitors

• Information you enter into enquiry, booking or contact forms on our site.
• Technical information such as IP address, device and browser type, referring page, and the pages you view on our site.

We do not seek to collect sensitive information. If you volunteer health, dietary or accessibility information to help us prepare for your stay, we use it only for that purpose.

We collect personal information directly from you wherever we can, including when you:

• make an enquiry or booking with us by phone, email or through our website;
• stay in one of our apartments, or extend or amend a stay;
• list a property with us or receive owner statements from us;
• apply for a role with us, or supply goods or services to us.

We also receive personal information from third parties, including:

• booking platforms such as Airbnb, Booking.com, Vrbo, Expedia and Stayz, when you book through them;
• corporate clients, relocation agents and insurance housing providers who arrange accommodation on your behalf;
• real estate portals and referral partners.

If someone else books on your behalf, we rely on them having your permission to give us your details.

We use personal information to run our business and provide the services you have asked for, including to:

• quote for, confirm, manage and service your booking;
• arrange check-in, key or keysafe access, cleaning, linen and maintenance;
• process payments, security deposits, refunds and owner disbursements;
• respond to enquiries, requests and complaints;
• manage properties on behalf of owners and report to them on occupancy and income;
• meet our legal obligations, including short-term rental accommodation registration and the NSW Code of Conduct;
• maintain and improve our website and services;
• send you information about our apartments and services, where you have not opted out.

Where we cannot collect the information we need, we may not be able to take or manage your booking.

We do not sell your personal information. We disclose it only where it is needed to deliver our services or where the law requires it, including to:

• cleaners, linen suppliers, tradespeople and other contractors engaged for the apartment you are staying in;
• the owner of the apartment, where relevant to your stay or to their reporting;
• our property management and channel systems, including Resly, and our pricing tools, including PriceLabs;
• booking platforms, where your booking was made through them;
• payment providers and financial institutions, to process payments and refunds;
• building or strata management, where access, parking or house rules require it;
• insurers, auditors, lawyers and accountants;
• government agencies, police or regulators where we are permitted or required to disclose.

Some of the platforms and systems we rely on are operated overseas or store data on servers outside Australia. This includes the major booking platforms and cloud, email and analytics providers, which commonly hold data in the United States, the European Union and Singapore.

Where we disclose personal information to an overseas recipient, we take reasonable steps to ensure it is handled consistently with the Australian Privacy Principles. By booking through a third-party platform, you also agree to that platform’s own privacy policy, which governs the information you give directly to them.

Our website uses cookies and similar technologies to keep the site working, remember your search preferences and shortlist, and understand how the site is used.

We use Google Analytics and Google Ads, which set cookies and collect information such as your IP address, device, and the pages you visit, to help us measure traffic and the performance of our advertising. We also embed a third-party reviews widget that displays guest reviews from platforms such as Google and Airbnb.

You can block or delete cookies in your browser settings. If you do, parts of the site, including the apartment search and shortlist, may not work as intended.

We hold personal information in our booking and property management systems, our email and accounting systems, and in paper records. We take reasonable steps to protect it from misuse, interference, loss and unauthorised access, including access controls, staff training and agreements with the contractors who work with us.

No system is completely secure. If we become aware of a data breach likely to cause serious harm, we will respond in line with the Notifiable Data Breaches scheme and notify affected individuals and the Office of the Australian Information Commissioner as required.

We keep personal information for as long as we need it for the purpose it was collected, and for as long as we are required to keep it by law. For example, tax and financial records must generally be kept for seven years. When we no longer need it, we take reasonable steps to destroy it or de-identify it.

You can ask us for a copy of the personal information we hold about you, and ask us to correct it if it is wrong or out of date. Contact us using the details in section 14.

We will usually respond within 30 days. There is no fee for making a request, though we may charge a reasonable cost for retrieving and providing a large volume of information. If we refuse a request, we will tell you why in writing.

We may occasionally send you information about our apartments, offers and services. Every marketing email includes an unsubscribe link, and you can opt out at any time by using it or by emailing us. Opting out of marketing does not stop the operational messages we need to send about a booking you have made, such as check-in details or account statements.

If you believe we have mishandled your personal information, please contact us first using the details in section 14. Tell us what happened and how you would like it resolved. We will acknowledge your complaint and aim to respond within 30 days.

We may update this policy from time to time to reflect changes in our practices or the law. The current version is always available on this page.

• Email: info@apartmentservice.com.au
• Phone: +61 2 9953 7288
• Post: PO Box 103, Cremorne NSW 2090
• Office: 17/322 Military Road, Cremorne NSW 2090

Please mark privacy requests to the attention of the Privacy Officer so we can action them quickly.