Privacy Policy

Taylors Lakes Hotel

Booth Family Trust, ABN 43 729 318 203

7 Melton Highway, Taylors Lakes VIC 3038

Effective date: October 2026

1. About this policy

Taylors Lakes Hotel is operated by Booth Family Trust. Our venue includes a bar, bistro, gaming machine area, wagering facilities, packaged liquor outlet, function rooms and accommodation.

We are committed to protecting your personal information and to complying with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

This policy explains what personal information we collect, why we collect it, who we share it with, how long we keep it and how you can access or correct it.

We also have obligations under the Gambling Regulation Act 2003 (Vic), the Liquor Control Reform Act 1998 (Vic) and the Anti-Money Laundering and Counter-Terrorism Financing Act 2006 (Cth). Some information we collect is collected because the law requires it. Some of it we must keep even if you ask us to delete it. Section 6 explains this.

This policy should be read alongside our Responsible Gambling Code of Conduct, which is available on this website and in written form on request.

2. Anonymity

You can visit the hotel, eat, drink and use our facilities without telling us who you are.

You cannot remain anonymous where the law requires us to identify you. This applies to gaming transactions above prescribed thresholds, self-exclusion, accommodation check in, and any situation where we are required to sight identification.

3. Consent

This policy applies to your personal information however we collect it. That includes bookings, our website, guest Wi-Fi, visits to the venue, loyalty membership, promotions and our social media pages.

By giving us your personal information, or by using our website, you consent to us handling it as described in this policy.

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You can decline to give us personal information. This may limit the services we can provide.

4. What personal information we collect

Depending on how you deal with us, we may collect:

• Your name, date of birth, address, email address and phone number

• Identification document details, including driver licence or passport

• Payment and transaction details, processed through secure third-party providers

• Booking, function and event details

• Accommodation reservation, stay and guest registration details

• Vehicle registration details, where provided at check in

• Loyalty program membership and activity

• Responses to surveys, forms and feedback

• Images captured by our closed-circuit television system

• Photographs taken at the venue, including at events and promotions

• Records of incidents, first aid, refusals of service and barring

• Responsible gambling interaction records

• Self-exclusion records, including photographs

• Marketing preferences and communication history

• Employment application details

• Website and device information, described in section 10

We collect sensitive information only where the law requires it, or you have consented. This includes health information recorded in a first aid or incident report, and information relating to gambling harm and self-exclusion.

5. How we collect it

We collect personal information directly from you wherever we reasonably can, including when you:

• Make a booking or enquiry by phone, email or online

• Use of our website or guest Wi-FI

• Interact with our social media pages

• Join or use our loyalty program

• Enter a promotion, competition, raffle or member draw

• Provide feedback or complete a survey

• Make a purchase or transaction at the venue

• Provide identification on entry or during a gaming transaction

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• Enter self-exclusion or ask for responsible gambling support

• Apply for a job with us

• Make an accommodation booking or check in as a guest

We may also collect information about you from third parties, including booking platforms, loyalty and gaming system providers, publicly available sources, and law enforcement or regulators where required.

If you give us personal information about another person, you confirm you have their consent to do so.

6. Information we collect because the law requires it

Anti-money laundering and counter-terrorism financing

We are a reporting entity under the Anti-Money Laundering and Counter-Terrorism Financing Act 2006 (Cth). We are required to:

• Identify and verify customers in defined circumstances, including gaming transactions at or above prescribed thresholds

• Collect and keep copies of identification documents

• Report threshold transactions and suspicious matters to AUSTRAC

• Keep these records for seven years

We are prohibited by law from telling you whether we have made a suspicious matter report, and from giving you access to information that would disclose one.

Responsible gambling register

We maintain a responsible gambling register, as required by our Responsible Gambling Code of Conduct. It records the date, time and details of responsible gambling incidents and the action we took. It records your name only if you choose to give it to us.

We keep this information for at least six months. We provide the register to the Victorian Gambling and Casino Control Commission on request. We may share information from it with our Gambler's Help Venue Support Worker for training purposes, with names and identifying details removed.

Self-exclusion

If you want to exclude yourself from gaming machine areas, our staff can help you start the process, or you can contact the program administrator directly. Our venue participates in the Victorian Gaming Self-Exclusion Program (SEP 1), which is administered by the Australian Hotels Association (Victoria) rather than by us. Self-excluding through SEP 1 lets you exclude from any gaming venue in Victoria. You do not need to sign a second agreement with the other Victorian program.

The program administrator meets with you, explains the process, takes your photograph and sights your photo identification. You nominate the venues you want to be excluded from.

If you nominate this venue, the administrator provides us with your name, photograph and exclusion details so our staff can recognise you and give effect to your exclusion. We hold that information for the term of your exclusion.

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We record any occasion on which a self-excluded person is detected in our gaming machine area, including repeated entries, and any extension or revocation of an exclusion. We provide this information to the program administrator and to the Victorian Gambling and Casino Control Commission as our Self-Exclusion Program requires.

Excluding yourself from wagering is a separate program run by the wagering operator. If you exclude yourself through that program and nominate this venue, the operator provides us with your photograph for the same purpose.

Gaming records

Under the Gambling Regulation Act 2003 (Vic) we keep records including gaming machine wins at or above $10,000, unclaimed winnings, and payments made by cheque or electronic transfer where cash payment is not permitted.

Liquor licensing

Under the Liquor Control Reform Act 1998 (Vic) we keep records relating to responsible service of alcohol, including incidents, refusals of service and barring.

Pre-commitment

If you use YourPlay, your registration and play data is held by the scheme operator, not by us. We see limited information at the venue. Contact the scheme operator for information about how they handle your data.

7. Accommodation and Choice Hotels

Our accommodation operates under the Quality Hotel brand as a franchisee of Choice Hotels. We remain the operator of the hotel, and we remain responsible for the personal information we collect from you.

When you make an accommodation booking or join the Choice Privileges loyalty program, we disclose your personal information to Choice Hotels Asia-Pac Pty Ltd in Australia and to Choice Hotels International, Inc. in the United States. This includes your name, contact details, booking and stay details, payment details and loyalty membership information.

We disclose this information so that Choice can operate the central reservation system, process bookings made through Choice websites and call centres, administer Choice Privileges, and carry out quality and brand programs.

Choice handles your information under its own privacy policy, which is available at www.choicehotels.com. That policy applies to information Choice holds. This policy applies to information we hold.

If you book directly with us and do not join Choice Privileges, we do not disclose your details to Choice beyond what the reservation system requires to record your stay.

8. Closed circuit television

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We operate closed circuit television throughout the venue. Cameras cover [the gaming machine area, bars, bistro, packaged liquor outlet, entrances, function areas, car park and back of house]. Signage on venue entrances identifies that recording occurs.

We use footage to keep patrons and staff safe, to meet our gaming and liquor licensing obligations, to investigate incidents and complaints, and to protect our property.

We keep footage for a minimum of 30 days and then overwrite it, unless we have retained it for a specific incident, investigation or legal proceeding.

Access is restricted to authorised management. We may provide footage to Victoria Police, the Victorian Gambling and Casino Control Commission, Liquor Control Victoria, other regulators, our insurers or our legal advisers.

We do not use facial recognition technology.

9. How we use your personal information

We use your personal information to:

• Provide the booking, product or service you have asked for

• Manage your loyalty membership

• Respond to your enquiry, feedback or complaint

• Process payments

• Manage the venue, including safety, security and incident management

• Meet our obligations under gaming, liquor and anti-money laundering law

• Support responsible gambling, including self-exclusion

• Send you marketing, subject to section 11

• Run promotions, competitions and surveys

• Assess your job application

• Improve our services and operations

• Comply with any other legal obligation

10. Website, cookies and analytics

Our website uses cookies and similar technologies to improve how the site works and to understand how it is used.

We may collect your IP address, device and browser details, pages viewed, referral source, search terms, time spent on the site and interactions with forms. Most of this is used in aggregate and does not identify you.

We use Google Analytics to measure traffic and deliver advertising. These providers have their own privacy policies.

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You can disable or delete cookies through your browser settings. Some parts of the site may not work properly if you do.

Our website links to other websites. We are not responsible for their privacy practices, and this policy does not apply to them.

11. Marketing

We may send you marketing by email, SMS or post about the hotel, including food, beverage, events, entertainment, functions and accommodation.

We do not send marketing about gaming machines or gaming machine promotions. Victorian law restricts gaming machine advertising, and our Responsible Gambling Code of Conduct commits us to communications that do not induce gaming machine play or induce customers to enter or remain in the gaming machine area. We do not use your personal information for those purposes.

If you are self-excluded from our gaming machine area, we remove you from all marketing.

Every marketing message includes an unsubscribe option. You can also opt out at any time using the contact details in section 17. We will action your request promptly.

You can ask us where we obtained your information for marketing purposes, and we will tell you unless it is unreasonable or impracticable to do so.

12. Who we share your information with

We may disclose your personal information to:

• Our staff, contractors and related entities

• Choice Hotels Asia-Pac Pty Ltd and Choice Hotels International, Inc., in relation to accommodation bookings and Choice Privileges membership, as described in section 7

• Service providers who support our operations, including booking platforms, payment processors, IT providers, marketing agencies and analytics providers

• Our gaming systems provider and the monitoring licensee for the Victorian gaming machine network

• Wagering operators, in relation to wagering facilities at the venue

• The self-exclusion program administrator, in relation to exclusions and detected breaches

• The wagering operator, in relation to its own self-exclusion program

• Our Gambler's Help Venue Support Worker, with identifying details removed

• AUSTRAC, as required under anti-money laundering law

• The Victorian Gambling and Casino Control Commission, Liquor Control Victoria and other regulators

• Victoria Police and other law enforcement agencies

• Liquor accords, including for multi venue barring arrangements

• Courts and tribunals where required

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• Our professional advisers, including lawyers, accountants and insurers

• A purchaser of all or part of our business

• Any other person where required or authorised by law

Where a third party handles personal information for us, we take reasonable steps to ensure they protect it and use it only for the purpose we provided it.

13. Overseas disclosure

Some of our service providers store or process information outside Australia, including Choice Hotels International, Inc. in the United States.

Before we disclose personal information overseas, we take reasonable steps to ensure the recipient handles it consistently with the Australian Privacy Principles.

Records we are required to keep under anti-money laundering and gaming legislation are held in Australia.

14. How long we keep your information

We keep personal information only as long as we need it, or as long as the law requires.

• Anti-money laundering records: seven years

• Responsible gambling register: at least six months

• Self-exclusion records: for the term of the exclusion

• Closed circuit television footage: minimum 30 days, unless retained for an incident or investigation

• Gaming and liquor licensing records: as required under Victorian legislation

• Loyalty program records: while your membership is active and indefinitely

• Accommodation guest registration records: 6 months

• Unsuccessful job applications: 6 months

• Marketing contact details: until you unsubscribe

When we no longer need personal information and are not required to keep it, we destroy it or de-identify it.

15. Security

We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. This includes restricted system access, secure storage of physical records, staff training and agreements with our service providers.

No transmission over the internet is completely secure. We cannot guarantee the security of information you send us electronically.

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If a data breach occurs that is likely to cause you serious harm, we will notify you and the Office of the Australian Information Commissioner as required under the Notifiable Data Breaches scheme.

16. Access and correction

You can ask for access to the personal information we hold about you and ask us to correct it if it is wrong, out of date, incomplete or misleading.

Contact us using the details in section 17. We may ask you to verify your identity. We will respond within 30 days.

There is no charge for making a request or for a correction. If a request requires substantial work to locate and produce records, we may charge a reasonable cost of access and will tell you the amount before we proceed.

We may refuse access where the law allows or requires it, including where:

• Giving access would reveal information about a suspicious matter report, which we are prohibited by law from disclosing

• Giving access would affect an investigation or legal proceeding

• Giving access would unreasonably affect another person's privacy

If we refuse, we will tell you why and how you can complain.

We cannot delete records we are required by law to keep, including anti-money laundering records, gaming records and self-exclusion records. You can ask us to stop using this information for marketing at any time, and we will.

Employee records held about current or former employees are exempt from the Australian Privacy Principles under the Privacy Act.

17. Contact and complaints

For questions, access requests or complaints about how we handle your personal information, contact:

Eric Visscher

Privacy Officer

Taylors Lakes Hotel

7 Melton Highway, Taylors Lakes VIC 3038

Email: privacy@taylorslakeshotel.com.au

Phone: 03 9217 9500

We will acknowledge your complaint within 5 business days and respond within 30 days.

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If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner:

Website: oaic.gov.au

Phone: 1300 363 992

18. Changes to this policy

We may update this policy to reflect changes to our business or to the law. The current version is always available on our website, and the effective date at the top shows when it was last updated.

19. Getting help with gambling

If gambling is causing you or someone you know harm, free and confidential support is available.

Gambler's Help: 1800 858 858, 24 hours

gamblinghelponline.org.au

To self-exclude, speak to any member of our management team, or contact the AHA (Vic) self-exclusion team directly on 03 9654 3491, Monday to Friday 9am to 5pm, or at self.exclusion@ahavic.com.au