Privacy Act 2020
Privacy Policy
What personal information Coastal Verge Hospitality Ltd collects, why we hold it, who sees it, and how you can get at it or have it corrected.
Last updated: 1 July 2026.
1. Who we are
This policy applies to Coastal Verge Hospitality Ltd (NZBN 9429048173620), trading as Coastal Verge, of 58 Shotover Street, Queenstown 9300, Otago, New Zealand, and to the website coastalverge.com.
We are an agency for the purposes of the Privacy Act 2020 and we handle personal information in accordance with the thirteen Information Privacy Principles in that Act.
2. What we collect
We collect only what we need in order to provide the service you have asked for.
When you make a booking or enquiry
- Your name, email address and phone number.
- Arrival and departure dates, number of guests, room preference.
- Payment card details, taken over a secure connection and processed by our payment provider. We do not store full card numbers.
- Dietary requirements, accessibility requirements and other preferences you choose to tell us.
- Any message you write to us.
When you stay with us
- Guest registration details required of accommodation providers, including your address and, for overseas guests, passport details.
- Charges to your room account.
- CCTV footage from public areas of the hotel. Cameras operate in the lobby, corridors, car park and gaming lounge. There are no cameras in guest rooms, bathrooms or treatment rooms.
When you enter the gaming lounge
- Sight of your photo identification, to verify you are 20 or over. We record that a check was made; we do not photocopy or scan the document unless required to do so by law or by the Department of Internal Affairs.
- Where you ask to be self-excluded, the details necessary to administer that exclusion.
When you use this website
- Standard server log data: IP address, browser type, pages requested and the time of the request.
- Cookie data, but only in the categories you have consented to. See our Cookie Policy.
You can browse this website without telling us who you are. Where a form asks for information, anything not marked as required is optional.
3. Why we hold it
| Purpose | Information used |
|---|---|
| Taking and honouring a booking | Contact details, stay details, payment details |
| Answering an enquiry | Contact details, your message |
| Meeting our legal obligations as an accommodation provider | Guest registration details |
| Meeting our obligations under the Gambling Act 2003 | Age verification records, self-exclusion records |
| Security of guests, staff and property | CCTV footage |
| Tax and accounting | Transaction records |
| Sending you offers, if you asked us to | Name, email address |
| Understanding how the website is used | Analytics cookie data, where consented |
We do not sell personal information to anybody, and we do not use it to build a profile for advertising by third parties.
4. Marketing
We send marketing email only to people who have opted in. The opt-in box on our forms is never pre-ticked. Every message we send carries an unsubscribe link that works immediately, and you can also unsubscribe by writing to [email protected].
Unsubscribing from marketing does not stop transactional messages about a booking you have made — confirmations, changes and receipts.
If you are subject to a gaming self-exclusion order, you will not receive any marketing that mentions the gaming lounge for the duration of the order.
5. Who we share it with
We disclose personal information only where it is necessary:
- Payment providers, to process a transaction.
- Booking channels, where you booked through one, limited to what they need to confirm your stay.
- Service partners, where you have asked us to arrange something on your behalf — a transfer, a tour, a lift pass. We pass on only the detail that operator needs.
- Our IT and email providers, who host the systems the information sits in.
- Regulators and law enforcement, where we are legally required to disclose, including to the Department of Internal Affairs in relation to gaming.
Where a provider is located overseas, we take reasonable steps to satisfy ourselves that they will protect the information with comparable safeguards, as required by Principle 12 of the Privacy Act 2020.
6. How long we keep it
| Record | Retention |
|---|---|
| Enquiry that does not become a booking | 12 months |
| Booking and stay records | 7 years (tax law) |
| Financial and transaction records | 7 years (tax law) |
| CCTV footage | 31 days, unless retained for an investigation |
| Gaming age-verification records | As required by the Gambling Act 2003 |
| Self-exclusion records | Term of the order, plus 2 years |
| Marketing consent | Until you withdraw it |
When a retention period ends we delete the information or make it anonymous.
7. Keeping it safe
Personal information is held on access-controlled systems. Traffic to and from this website is encrypted. Staff can see only what their role requires, guest records are not accessible from the public areas of the hotel, and paper records are held in a locked office.
If a privacy breach occurs that is likely to cause serious harm, we will notify you and the Office of the Privacy Commissioner as required by the Privacy Act 2020.
8. Your rights
Under the Privacy Act 2020 you have the right to:
- ask what we hold about you, and get a copy;
- ask us to correct it if it is wrong, or to attach a statement of correction if we disagree;
- withdraw consent to marketing or to non-essential cookies at any time;
- ask us to delete information we no longer have a lawful reason to keep; and
- complain if you think we have got it wrong.
Write to [email protected] or to the Privacy Officer, Coastal Verge Hospitality Ltd, 58 Shotover Street, Queenstown 9300. We will respond within 20 working days, which is the period the Act allows. There is no charge for a request. We may ask you to confirm your identity before releasing anything.
9. Children
This website is not directed at children and we do not knowingly collect personal information from anyone under 16 through it. Where a child stays at the hotel, we hold only what the booking adult has given us.
10. Complaints
Tell us first — most things are a misunderstanding that we can fix quickly. Write to the Privacy Officer at the address above.
If you are not satisfied with our answer, you may complain to the Office of the Privacy Commissioner, which is independent of us:
Phone 0800 803 909
Email [email protected]
Web privacy.org.nz
Post: PO Box 10094, Wellington 6143
11. Changes to this policy
We review this policy annually and whenever we change how we handle personal information. The date at the top of the page shows the current version. Where a change is material we will say so on this page for at least 30 days.
12. Contact
Privacy Officer
Coastal Verge Hospitality Ltd
58 Shotover Street, Queenstown 9300, Otago, New Zealand
Phone +64 3 442 6180
Email [email protected]
NZBN 9429048173620