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Our Commitment:
We strive to meet or exceed guest expectations by delivering prompt, efficient, and courteous service. Guest feedback allows us to improve our offerings.
Complaint Process:
Prompt Resolution: Complaints are acknowledged and resolved generally within 3-5 business days.
Extended Resolution Time: If additional time is required due to third-party involvement, an acknowledgment email with an estimated timeline will be provided.
Communication Channels: Complaints are handled by our dedicated service teams and overseen by leadership.
Final Response: A final response will be provided, either upholding the complaint with corrective actions or explaining why it was not upheld.
Communication Guidelines:
Initial complaints should be reported via phone for prompt attention. Significant issues should be documented in writing to facilitate thorough investigation.
Courtesy and Conduct:
Our staff work diligently to ensure quality service, particularly during peak seasons. Abuse (verbal or written) will not be tolerated. Negative review threats will not influence our response or values.
Further Escalation:
If dissatisfied with our resolution, guests may contact the relevant authorities in the State or jurisdiction the property is located in.
Australia
Victoria:
Consumer Affairs Victoria via https://www.consumer.vic.gov.au/contact-us or by mail at GPO Box 123, Melbourne VIC 3001.
Queensland:
Queensland Office of Fair Trading via https://www.qld.gov.au/law/your-rights/consumer-rights-complaints-and-scams/consumer-complaints or by mail at GPO Box 3111, Brisbane QLD 4001.
New South Wales
NSW Fair Trading via https://www.fairtrading.nsw.gov.au or by mail at PO Box 972, Parramatta 2124.
New Zealand (both North and South Islands)
Consumer Protection via https://www.consumerprotection.govt.nz or by mail at Ministry of Business, Innovation and Employment, PO Box 1473, Wellington 6140
Commerce Commission via https://comcom.govt.nz or by mail at PO Box 2351, Wellington 6140
Acknowledgment of Complaints:
Guests will receive an acknowledgment confirming that their concerns have been relayed to the appropriate personnel. As properties are self-catered, investigation and resolution will take place without on-site staff.
Office Hours and Emergency Support:
Emails and SMS messages are monitored only during business hours. For urgent matters, guests should call the 24/7 support line within Australia 1800 95 95 94 or Internationally +61 2 40381307
Guest Responsibilities:
Guests are encouraged to provide additional details via email to assist with issue resolution. Cooperation is appreciated as we work to resolve concerns effectively.
Privacy Policy
Alloggio Group Pty Ltd, Alloggio Pty Ltd, Alloggio Hotels Pty Ltd, Alloggio Management Pty Ltd, Trova Pty Ltd, Agile Maintenance Pty Ltd (Legal Entities) and its related entities (“Alloggio”, “we”, “our”, or “us”) are committed to protecting your privacy and managing your personal information in a transparent, secure, and lawful manner.
This Privacy Policy explains how we collect, use, disclose, store, and manage personal information, in accordance with the following laws, to the extent they apply:
● The Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs) – in Australia
● The Privacy Act 2020 (NZ) and New Zealand Information Privacy Principles (NZ IPPs) – in New Zealand
● Applicable state and federal privacy laws of the United States of America, including the California Consumer Privacy Act (CCPA), where relevant
By using our services, websites, or providing personal information to us, you consent to the terms of this Privacy Policy.
1. Collection of Personal Information
1.1 Why We Collect Your Information
We collect your personal information to carry out our business activities, including (but not limited to):
● Providing holiday rental products and services
● Processing bookings, payments, and enquiries
● Responding to your queries or complaints
● Facilitating competitions, promotions, or surveys
● Managing our internal operations, including legal compliance and risk management
● Enhancing and developing our services based on customer insights and feedback
1.2 How We Collect Information
We may collect personal information in various ways, such as:
● Directly from you through online forms, phone calls, emails, or in person
● When you interact with our websites or mobile apps
● From third parties who assist in providing our services (e.g. property managers, agents, payment providers)
1.3 Types of Personal Information We Collect
The personal information we may collect includes:
● Name, address, email address, and phone number
● Booking details and preferences
● Payment information (handled securely via third-party providers)
● Communication records with us
● Sensitive information (e.g. health/disability requirements) where relevant and with your consent
We will only collect sensitive information if it is reasonably necessary for us to provide our services and where we have your express consent.
2. Website, App, and Online Activity
When you use our websites or apps, we may automatically collect certain information, including:
● IP address, browser type, and device identifiers
● Date/time of visit and pages accessed
● Referring website or link
● Geolocation data (where permitted)
● Cookie information and other tracking technologies
Cookies are used to enhance your browsing experience and collect statistical data. You may choose to disable cookies in your browser settings, although doing so may impact site functionality.
Social media features on our website (e.g. Facebook “Like” buttons) may collect personal data as governed by their respective privacy policies.
3. Use and Disclosure of Personal Information
We may use or disclose your personal information to:
● Provide and manage your bookings or related services
● Engage third-party contractors, suppliers, or service providers (e.g. cleaners, IT support, marketing agencies)
● Perform internal analytics and service improvement
● Comply with legal obligations and assist with law enforcement
● Other parties with your consent or at your direction
We will only share your personal information with third parties for the purposes outlined above or as otherwise permitted by law.
4. Overseas Disclosure
Your personal information may be disclosed to or stored by service providers or systems located in countries outside of Australia, including but not limited to the United States, Europe, New Zealand, and Asia.
By providing your information to us, you consent to this overseas disclosure. While we will take reasonable steps to ensure overseas recipients handle your information in a manner consistent with this policy, you acknowledge that foreign privacy laws may not provide the same level of protection as Australian or New Zealand law.
5. Marketing and Communications
You may receive marketing materials from us about new services, offers, or promotions. You may opt out at any time by:
● Clicking the “unsubscribe” link in marketing emails
● Updating your preferences on our website or app
● Contacting our Privacy Officer directly
You may also control preferences on our social media platforms by adjusting your account settings.
6. Data Security
We take reasonable physical, technical, and organisational measures to protect your personal information from misuse, interference, loss, unauthorised access, modification, or disclosure.
These measures may include secure servers, access control protocols, encryption, and off-site document storage. However, no method of electronic transmission or storage is 100% secure, and we cannot guarantee absolute data security.
7. Access and Correction
7.1 Access
You may request access to the personal information we hold about you by contacting our Privacy Officer. We aim to respond within a reasonable timeframe and will provide access unless a legal exception applies.
A reasonable administration fee may apply. If we refuse access, we will provide written reasons.
7.2 Correction
If you believe any information, we hold about you is inaccurate, out-of-date, incomplete, or misleading, please contact us. We will take reasonable steps to correct it. If we decline to amend the information, we will explain why.
8. Anonymity and Pseudonyms
Where lawful and practicable, you may choose to remain anonymous or use a pseudonym. However, full identification may be required to access certain services, such as booking accommodation.
9. Contact Us
If you have any questions about this Privacy Policy, or you wish to access or correct your personal information, please contact:
Privacy Officer
Alloggio Pty Ltd
Email: will@alloggio.com.au
Mobile: +61 (0) 401 774505
Postal Address: 275 Grey Street, South Bank Brisbane, QLD 4101 Australia
10. Changes to This Policy
We may update this Privacy Policy from time to time to reflect changes in the law or our practices. The most current version will always be available on our website.
Click each link to review the policy:
Alloggio Data Polices