Piermont Retreat respects your privacy and is committed to handling personal information responsibly. This policy explains the kinds of personal information we collect, why we collect it, how we use and protect it, and how you can access, correct or raise concerns about your information.

Information we collect

We may collect information needed to provide our accommodation, restaurant, spa, events and related services. This can include your name, contact details, booking and stay information, payment and transaction details, preferences, correspondence, feedback, and information reasonably required to respond to requests or provide a safe and appropriate service. Where relevant, we may also collect limited health, dietary, accessibility or other sensitive information with your consent or where otherwise permitted by law.

How we collect information

We generally collect information directly from you when you make an enquiry or booking, stay with us, dine or receive services, attend an event, contact us, complete a form, subscribe to communications or interact with our website. We may also receive information from booking agents, online travel agencies, event organisers, service providers or another person acting on your behalf.

How we use and disclose information

We use personal information to manage reservations and services, communicate with you, process payments, administer events and guest requests, maintain records, improve our operations and customer experience, manage safety and security, conduct marketing where permitted, and meet legal, accounting and regulatory obligations.

We may disclose information where reasonably necessary to service providers that support our operations, such as booking, payment, communications, IT, cloud storage, marketing and professional advisers, or where required or authorised by law. We do not sell personal information.

Artificial intelligence

Piermont may use approved artificial intelligence (AI) tools to assist employees with tasks such as drafting and summarising communications, research, analysis, preparing documents and content, and improving administrative processes. AI is used as a support tool and employees remain responsible for reviewing AI-assisted work and for decisions made by the business.

Where personal information is involved, we seek to minimise the information used and remove identifying information where practical. Staff must use Piermont-approved business AI systems and must not use personal or unauthorised AI accounts to process Piermont information. We do not rely solely on general-purpose AI to make decisions that have a legal or similarly significant effect on an individual.

Storage, security and overseas services

We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. Information may be held electronically or in physical records and may be stored or processed by trusted third-party service providers.

Some technology, cloud, booking, payment or AI service providers may store or process information outside Australia. The countries involved can vary depending on the provider and its infrastructure. Where applicable, we take reasonable steps to assess and manage these arrangements in accordance with our privacy obligations.

Marketing, website and cookies

We may send relevant news, offers or marketing communications where you have consented or where otherwise permitted by law. You can unsubscribe at any time using the link provided or by contacting us. Our website may use cookies and similar technologies for website operation, analytics and performance. You can manage cookies through your browser settings, although some website functions may be affected.

Access and correction

You may ask to access personal information we hold about you or request that inaccurate or out-of-date information be corrected. We may need to verify your identity before responding and may decline access in circumstances permitted by law.

Privacy enquiries and complaints

If you have a privacy question, would like to access or correct your information, or believe we have not handled your information appropriately, please contact Piermont Retreat using the contact details published on our website. We will review privacy complaints and respond within a reasonable period. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC).

Changes to this policy

We may update this policy when our information-handling practices, systems or legal obligations change. The current version will be published on our website.