1. About this policy
Bedspoke Pty Ltd (ABN 39 625 401 756), trading as Bedspoke (“Bedspoke”, “we”, “us”, “our”), provides short-term rental property management services across Australia, including guest bookings, owner/landlord services, and a digital guest guidebook. We are committed to handling personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
This policy explains what personal information we collect, why we collect it, how we use and disclose it, and how you can access, correct, or complain about the handling of your information. It applies to our website(s), booking systems, guest communications, digital guidebook, and any other platform or service we operate (together, the “Platforms”).
This policy may change from time to time. The current version is always available on our website. If we make a material change we will post an updated version with a new “last updated” date.
2. Who this policy applies to
You may interact with us in more than one capacity, in which case more than one part of this policy will apply to you:
- Guests – people who book or stay at a property we manage.
- Landlords/owners – people who engage us to manage their property.
- Guidebook users – anyone who accesses the digital guidebook we provide for a property, whether or not they are the booking guest.
- Website visitors – anyone who browses our website(s) or enquires with us online.
- Suppliers and contractors – cleaners, maintenance providers, and other businesses we engage.
- Job applicants – people who apply for a role with us.
3. Anonymity and pseudonymity
Where it is lawful and practicable to do so, you may deal with us anonymously or under a pseudonym, for example when making a general enquiry about our services. However, it is not practicable for us to deal with you anonymously or pseudonymously where we need to verify your identity, including to process a booking, grant access to a property, or enter into a property management agreement with you.
4. Personal information we collect
4.1 Guests
Name, email address, phone number, postal address, payment and billing details, government ID where required for verification or security deposits, booking history, stay dates, number of guests, special requests, accessibility needs, and correspondence with our team.
4.2 Digital guidebook users
When a guest or other visitor to one of our managed properties accesses the digital guidebook, we ask for a name and email address to provide the guidebook itself, for example sending the access link and property information. We will tell you at that point that we may also use these details to send you offers and updates, as set out in section 7. You can opt out of marketing at any time and this will not affect your access to the guidebook or your stay.
4.3 Landlords/owners
Name, contact details, business name and ABN (if applicable), bank account details for the payment of rental proceeds, property ownership and insurance documents, and information related to your property and its performance.
4.4 Website visitors
IP address, browser and device type, pages viewed, referring pages, and information collected through cookies and similar tracking technologies (see section 9).
4.5 Suppliers and contractors
Contact details, ABN, bank account details for payment, insurance certificates, and details of the services provided.
4.6 Job applicants
Name, contact details, resume, employment history, references, and any other information provided as part of an application.
4.7 Sensitive information
We only collect sensitive information (such as health or accessibility information) where you have consented, or where the collection is otherwise permitted by law, and where it is reasonably necessary for us to provide our services (for example, accommodating an accessibility request).
5. How we collect personal information
We generally collect personal information directly from you: when you make a booking, engage us to manage your property, access the digital guidebook, contact us, complete a form on our website, or apply for a job with us.
We may also collect personal information from third parties, including:
- Booking platforms (such as Airbnb, Booking.com, Vrbo and Stayz) when a booking is made through them.
- The property management and booking systems we use to run our business.
- Publicly available sources, such as the Australian Business Register, when verifying an owner or supplier.
- Referees, when checking references for job applicants.
- Technology and advertising platforms, such as Meta and Google, when you interact with our ads or website (see sections 7 and 9).
6. Why we collect, hold, use and disclose personal information
We collect, hold, use and disclose personal information where reasonably necessary for our business functions, including to:
- process bookings and manage guest stays;
- manage properties on behalf of owners, including pricing, maintenance and reporting;
- provide the digital guidebook and respond to guest enquiries;
- verify identity and prevent fraud;
- process payments and pay owners and suppliers;
- communicate with you about your booking, stay, property or enquiry;
- comply with our legal obligations, including under short-term rental legislation and tax law;
- improve our services, properties and guest experience, including through the use of artificial intelligence tools under human oversight;
- consider job applications; and
- with your consent, market our services and those of properties we manage to you (see section 7).
If you do not provide the personal information we request, we may not be able to process your booking, manage your property, provide guidebook access, or consider your application.
7. Digital guidebook, marketing, and how we share information for that purpose
This section deals specifically with the name and email address collected when you access our digital guidebook, and with our marketing activities more broadly.
7.1 Using your details for marketing
We rely on your implied consent to send you marketing, on the basis that we clearly tell you, at the point you provide your details (for example, on the digital guidebook form), that they may be used to send you offers, property recommendations and updates. We do not bury this in unrelated booking or guidebook terms and conditions – it is stated plainly at the point of collection. You can opt out of marketing at any time using the unsubscribe link in any email, by replying STOP to any SMS, or by contacting us using the details in section 14. Opting out does not affect your access to the guidebook, your booking, or your stay.
7.2 Sharing with advertising platforms (including Meta)
We may disclose your contact details, or a hashed/de-identified version of them, to advertising platforms such as Meta (Facebook and Instagram) and Google, for the purposes of:
- direct marketing to you on those platforms; and
- building “lookalike” or similar audiences, which allow these platforms to find and advertise to other people with similar characteristics to our guests and guidebook users. This does not involve disclosing your identifiable information to the people in the lookalike audience – the platform uses your information only to model similar audiences.
These platforms have their own privacy policies governing how they handle the information we share with them, and we encourage you to review those policies. Where technically available, we use privacy-preserving methods (such as hashing) when sharing your contact details with these platforms.
7.3 Consent
Consent to the marketing and audience-matching disclosures described in this section 7 may be implied from the circumstances, including that you were told at the point of collection how your details would be used and were given a genuine, easy way to opt out. We do not rely on agreement to general booking or guidebook terms and conditions, on its own, as consent to marketing or to disclosure of your details to advertising platforms – the notice described in section 7.1 must be given at the point of collection.
8. Who else we disclose personal information to
Beyond the marketing disclosures in section 7, we may disclose personal information to:
- our staff, contractors and related entities who need it to do their job;
- property owners, where necessary to manage a booking or a guest issue at their property;
- our service providers, including the property management, dynamic pricing, payment processing, internal operations and task management, IT and hosting, and communication tools we use to run our business;
- cleaning, maintenance and other suppliers, to the extent necessary to service a booking or property;
- professional advisers, such as our accountants, lawyers and auditors;
- government and regulatory bodies, where required by law;
- marketing and advertising partners, where you have consented to that disclosure; and
- a prospective buyer or new owner of all or part of our business, if we sell or restructure Bedspoke.
9. Overseas disclosure
Some of our team members and service providers are located, or store data, outside Australia. This includes team members based in the Philippines and Thailand, who may access booking, guest and owner information as part of their role. It also includes our IT, cloud hosting, AI, and advertising service providers (such as Meta and Google), which are commonly based in the United States, though this varies as we change providers over time and it is not always practicable for us to specify every country in advance.
Where we disclose personal information overseas, we take reasonable steps to ensure the overseas recipient handles it consistently with the APPs, including through contractual protections where appropriate.
10. Storage and security
We store personal information electronically, across the property management, operations, communication and cloud storage systems we use to run our business, including internal task and case management tools.
We take reasonable technical and organisational steps to protect personal information from misuse, loss, and unauthorised access, including access controls, encryption where appropriate, and requiring our service providers to maintain acceptable security standards.
We retain personal information for as long as reasonably necessary for the purposes it was collected, or as required by law. Financial records are generally retained for at least seven years. Identity documents are retained for 180 days after a guest’s checkout, or until any open dispute or claim is resolved if later, after which we take reasonable steps to destroy or de-identify them. You can also ask us to delete this information earlier under section 13.
If we experience a data breach that is likely to result in serious harm to you (an eligible data breach), we will notify affected individuals and the Office of the Australian Information Commissioner in accordance with the Notifiable Data Breaches scheme under Part IIIC of the Privacy Act.
11. Cookies and tracking technologies
Our website(s) use cookies and similar technologies, including:
- Google Analytics and Google Tag Manager, for website performance and audience measurement;
- Meta Pixel, for advertising analytics and remarketing on Facebook and Instagram;
- Google Ads tracking, for conversion measurement and remarketing.
These tools collect information such as your IP address, browser type, pages visited, and interactions with our ads. You can control cookies through your browser settings, though this may affect how our website functions.
12. Automated processing and artificial intelligence
We use automated tools, including AI, to assist with guest communications, revenue and pricing decisions, and internal reporting. These tools operate under human oversight and do not make decisions with a legal or similarly significant effect on you without human review. Any personal information processed by these tools is handled in accordance with this policy.
13. Accessing or correcting your personal information
You can ask us for access to the personal information we hold about you, or ask us to correct it if it is inaccurate or out of date, by contacting us using the details in section 14. We will respond within a reasonable time, generally within 30 days. There is no charge for making a request, though we may charge a reasonable fee for providing access in some circumstances.
You can also ask us to delete your personal information, including guidebook details, subject to our legal obligations to retain certain records.
14. Making a complaint
If you believe we have breached the APPs or mishandled your personal information, contact us using the details below. We will investigate and respond within a reasonable time. If you are not satisfied with our response, you can lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.
15. Contact us
Bedspoke Pty Ltd (ABN 39 625 401 756) trading as Bedspoke
Email: hello@bedspoke.com.au
Phone: 07 3067 2468
Address: PO Box 81, Fortitude Valley, QLD 4006, Australia