Legal information
Privacy Policy for Palaceacehotelcasino Grand Resort
Effective date:
This Privacy Policy explains how Palaceacehotelcasino Grand Resort collects, uses, discloses, stores, and protects personal information. It applies to visitors to our website, people making reservation or VIP enquiries, guests staying with us, and people engaging with our dining, spa, wine-cellar, event, concierge, and other hospitality services at our Sydney, Australia resort.
Information We Collect
Information provided directly
When you make a reservation or VIP enquiry, arrange a resort experience, or communicate with our team, you may provide personal information such as your name, email address, phone number, preferred stay dates, party size, and messages for the concierge. Depending on the experience requested, this may also include accommodation preferences, dining requests, spa preferences, accessibility needs, wine-cellar or event interests, and other details needed to prepare and administer a hospitality service.
- Contact and enquiry details
- Reservation and stay preferences
- Dining, spa, wine-cellar, and event requests
Information collected through website use
When you browse our website, we may collect technical and usage information, including your IP address, browser and device information, pages viewed, referring pages, approximate location inferred from an IP address, timestamps, and cookie-related identifiers where applicable. We use this information to understand how the website is functioning and being used. Further information about cookie-related practices is available in our Cookie Policy.
On-property information
Information connected with a visit
Additional information may be collected when you stay at, visit, or use facilities at our physical resort. This can include reservation and service records, communications with resort staff, venue access records, incident reports, and lawful identity or age-verification information where required. For grand gaming-hall access, collection depends on the relevant service, venue requirements, and applicable legal obligations. We collect and use this information only in the context of the particular service, safety need, or obligation involved.
How We Use Information
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Reservations and guest service
We use information to respond to enquiries, administer bookings, prepare stays, and coordinate the hospitality services you request. This may include arranging royal penthouses, dining reservations, VIP spa salon appointments, sommelier wine-cellar experiences, private events, and concierge support. The information used will depend on the experience you choose and may help our team communicate practical details, record relevant preferences, and deliver an appropriately prepared guest experience.
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Venue access, safety, and compliance
We may use information to help maintain a safe, secure, and lawful physical venue, administer access where needed, and meet applicable obligations. This may include age-verification, security, fraud-prevention, incident-management, and protection of people and property. Where information relates to physical grand gaming-hall access, it is handled as part of operating and safeguarding the resort venue, not as part of an online gambling service.
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Website operation and improvement
We use website usage information to operate, secure, analyse, and improve the website and its visitor journeys. This can assist us in diagnosing technical issues, understanding the usefulness of pages, and improving resort information and enquiry pathways.
Website information is considered in a manner appropriate to the purpose for which it was collected.
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Communications and guest updates
We may send service-related messages that are necessary to respond to an enquiry, manage a booking, or support a requested guest experience. Where permitted, we may also send hospitality news or invitations that are relevant to your preferences. You may choose not to receive future marketing communications by following the relevant instruction in a message or by contacting the resort using the details in this policy.
Choosing not to receive marketing does not prevent necessary reservation or guest-service communications.
When Information May Be Shared
Service providers and operational partners
We may share personal information with providers that support reservations, communications, technology, security, payments for hospitality services where applicable, and guest operations. These providers are engaged to perform services for or on behalf of Palaceacehotelcasino Grand Resort. Information shared is limited to what is reasonably needed for the relevant reservation, hospitality operation, or support service.
Legal, safety, and business requirements
We may disclose information where required or permitted by applicable law, to respond to a lawful request, protect people or property, investigate suspected wrongdoing, enforce our rights, or support physical-venue safety and security. We will consider the circumstances and the purpose of the disclosure when handling information in these situations.
Business changes
If the relevant resort business or assets are involved in a merger, acquisition, restructuring, sale, or transfer,
personal information may be transferred or disclosed in connection with that change, subject to applicable law. This statement describes a possible business contingency and does not indicate that any transaction is planned.
Security and Retention
Security measures
We use reasonable administrative, technical, and physical safeguards designed to protect personal information from unauthorised access, loss, misuse, alteration, or disclosure. These safeguards are selected with regard to the nature of the information and the service involved. No information system or method of transmission can be guaranteed completely secure, so we ask visitors to use appropriate care when providing information online.
Retention approach
We retain personal information only for as long as reasonably necessary for the purposes described in this policy, including reservations, guest service, legal, accounting, dispute-resolution, safety, and recordkeeping needs. When information is no longer needed, we may delete, de-identify, or otherwise manage it in accordance with applicable requirements and our operational obligations.
International Processing and Children
Cross-border handling
Personal information may be processed or stored in locations outside Australia where we use service providers or operational systems that handle information across borders. Where this occurs, we take reasonable steps in light of the circumstances and applicable requirements to handle information appropriately for the operation of our hospitality website, reservations, and resort services.
Children's privacy
This website and the resort's casino-related venue access are not directed to children. We request that minors do not provide personal information through the website without appropriate parental or guardian involvement. Access requirements may vary according to applicable law and venue rules, and we may take reasonable steps where necessary to address information provided in circumstances inconsistent with this statement.
Your Privacy Rights
Available rights
Subject to applicable law and your circumstances, you may request access to personal information we hold about you, ask for correction of information that is inaccurate, or seek information about how your personal information has been handled. You may also raise concerns about our privacy practices. The rights available in a particular situation may depend on the nature of the information and the relevant legal requirements.
- Request access to relevant personal information.
- Request correction of inaccurate personal information.
- Raise a privacy question or concern with the resort.
Making a request
To help us respond responsibly, we may ask for information needed to verify your identity and understand your request. Please make your privacy request sufficiently clear to help us locate relevant records and identify the matter you would like us to consider. We will assess requests in accordance with applicable law and the circumstances of the request.
Concerns and complaints
Please contact the resort first if you have a privacy concern or complaint. We will consider the matter through our privacy contact channel. If you remain dissatisfied, you may have the right to contact an applicable privacy regulator, depending on the circumstances and relevant law.
Contact Us About Privacy
For privacy questions, requests, or concerns, please contact Palaceacehotelcasino Grand Resort through the reservations contact channel below. Providing the relevant details of your enquiry will help us direct it to the appropriate team and respond in the context of your reservation, visit, website interaction, or other hospitality matter.
- [email protected]
- Phone
- +61 2 9283 6157
- Postal address
- 22 Harrington Street, The Rocks, NSW 2000, Australia
Changes to This Policy
We may update this Privacy Policy from time to time. Any updated version will be posted on this page with a revised effective date. The effective date currently displayed for this policy is . We encourage visitors to review this page periodically when they want to understand the current privacy information that applies to Palaceacehotelcasino Grand Resort.