Interstay Privacy Policy

Last updated: 21 October 2026


1. About this policy

Interstay provides short-term accommodation services. This policy explains how Interstay collects, holds, uses and discloses personal information and how you may access or correct your information or make a privacy complaint. We manage personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles where they apply to us.


Legal entity: Interstay Pty Ltd ABN 92697862267


2. Personal information we collect

Depending on your dealings with us, we may collect your name, contact details, date of birth, government-issued identification details, booking and stay details, payment and transaction information, vehicle details, preferences, communications, complaints, access records, Wi-Fi or website usage information, and images recorded by security systems at or near a property. We may collect sensitive information only where reasonably necessary and with consent, or where otherwise permitted by law.


3. How we collect information

We may collect information directly from you when you make an enquiry or booking, check in, pay, stay at or visit a property, use our website or Wi-Fi, contact us, complete a form or survey, or participate in a promotion. We may also receive information from booking platforms, travel agents, property owners or managers, payment providers, identity-verification services, authorised representatives and other lawful sources.


If you provide personal information about another person, you must be authorised to do so and should make them aware of this policy.


4. Why we use and disclose information

We may use and disclose personal information to:

  • respond to enquiries and manage bookings, payments, check-in, accommodation, guest requests and refunds;
  • verify identity, prevent fraud, manage security, investigate incidents and protect guests, visitors, staff and property;
  • provide Wi-Fi, customer support, housekeeping and other stay-related services;
  • manage complaints, disputes, insurance claims, audits and our business operations;
  • improve, personalise and analyse our services, website and guest experience;
  • send service communications and, where permitted, marketing communications;
  • comply with laws, court orders and lawful requests from regulators, police or other authorities; and
  • exercise or defend legal rights.


5. Who we disclose information to

We may disclose personal information to property owners or managers, booking platforms, travel agents, payment processors, banks, technology and cloud providers, Wi-Fi and security providers, identity-verification providers, cleaners and maintenance contractors, professional advisers, insurers, regulators, law-enforcement bodies and other service providers who help us operate. We do not sell personal information.


6. Overseas disclosure

Some service providers may store or process personal information outside Australia. The countries involved depend on the providers used by Interstay. Where required, we take reasonable steps before disclosing personal information overseas.


7. Direct marketing

Where permitted by law, we may use your contact details to tell you about Interstay accommodation, offers or services. Marketing messages will provide a simple way to opt out. You may also ask us at any time not to send direct marketing. We will action your request within a reasonable period.


8. Website, cookies and analytics

Our website and online services may use cookies, pixels and similar technologies to provide core functions, remember preferences, measure use, maintain security and support advertising. You can adjust cookie controls in your browser or device, although some functions may not work correctly.


9. Security and retention

We take reasonable technical, physical and organisational steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. Access is limited to people who need the information for legitimate purposes. We retain personal information only for as long as reasonably required for our operations or by law, after which we take reasonable steps to destroy or de-identify it.


10. Access and correction

You may request access to personal information we hold about you or ask us to correct information that is inaccurate, out of date, incomplete, irrelevant or misleading. We may need to verify your identity. If an exception permits us to refuse a request, we will generally explain the reason and available complaint options. We will not charge for making a request, although a reasonable charge may apply for providing access where permitted by law.


11. Privacy complaints

Please contact our Privacy Officer with details of your concern. We will acknowledge and investigate your complaint and aim to respond within a reasonable period. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner.

Privacy Officer email: manager@interstay.com.au
Telephone: 0731806520
Postal address: 30 Little Cribb Street, Milton


12. Changes to this policy

Interstay may update this privacy policy to reflect changes in law, technology or our practices. The current version will be made available through our official website.