Privacy Policy

This policy explains how Thala Beach Nature Reserve collects, uses, shares and protects your personal information, and how you can access or correct it or make a complaint. We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

In this policy, “Thala”, “we”, “us” and “our” means Thala Beach Nature Reserve (ABN 12 177 679 114), including Osprey’s Restaurant, of 5078 Captain Cook Highway, Oak Beach QLD 4877.

What personal information we collect

We only collect the information we need to look after you. Depending on how you deal with us, this may include:

• Contact details: your name, email address, phone number and postal address.
• Booking details: your arrival and departure dates, room type, number of guests, the names of people travelling with you, special requests and your booking history with us.
• Payment details: card details for deposits and payments. These are processed by our payment and booking providers, and we do not store full card numbers on our website.
• Identification: photo identification at check-in, or proof of address if you ask for our locals’ rate.
• Dietary, allergy and accessibility needs: so we can prepare your meals safely and help you get around the property.
• Enquiries and feedback: what you tell us in emails, enquiry forms, phone calls, reviews and surveys.
• Event details: for conferences and events, your organisation, role, and delegate and group information.
• Gift voucher details: the purchaser’s and recipient’s names and email addresses, and any message.
• Website information: your IP address, browser and device type, the pages you visit and how you arrived at our site, collected through cookies and similar technologies (see below).

You can browse our website without telling us who you are. If you contact us, you can ask to deal with us anonymously or under a pseudonym where that is practical, but we will need your real details to take a booking.

Sensitive information

Information about allergies, dietary requirements, medical conditions or accessibility needs is “sensitive information” under the Privacy Act. We only collect it with your consent, only use it to look after you during your stay or visit, and only share it with the staff who need it (for example, our kitchen team).

How we collect it

We collect personal information directly from you when you:

• book a stay, a table or an event, whether online, by phone, by email or in person;
• send us an enquiry through our website or by email;
• buy a gift voucher;
• check in, stay with us or dine at Osprey’s Restaurant;
• sign up to hear from us, enter a competition or take part in a survey.

We also receive information from others, such as travel agents, online booking sites and event organisers who book on your behalf, the person who buys you a gift voucher, and our booking and payment providers.

Why we collect and use it

We use your personal information to:

• take, confirm and manage your booking, and process payments, deposits and refunds;
• look after you during your stay or visit, including dietary and accessibility needs;
• reply to your enquiries and plan your event;
• issue and redeem gift vouchers;
• send you information about Thala and our offers, if you have agreed to receive it;
• improve our website, services and advertising;
• keep our guests, staff and property safe, and prevent fraud; and
• meet our legal, tax and accounting obligations.

We will only use your information for another purpose if you agree, if you would reasonably expect it, or if the law requires or allows it.

Marketing

We will only send you marketing emails if you have agreed to receive them or if the law otherwise allows it. Every marketing email has an unsubscribe link, and you can also ask us to stop at any time using the contact details below. We will still send you messages about your bookings.

Cookies, analytics and advertising

Our website uses cookies and similar technologies. Some are needed for the site and our booking tools to work. Others help us understand how the site is used and measure our advertising, including:

• Google Analytics and Google Tag Manager, which show us how visitors find and use our site; and
• Google Ads and the Meta (Facebook and Instagram) pixel, which help us measure our advertising and show our ads to people who have visited our site.

These providers may collect information about your visit, such as your IP address and the pages you view, and handle it under their own privacy policies. You can block or delete cookies in your browser settings, and opt out of personalised ads in your Google ad settings and Meta ad preferences. Some parts of our site, such as the booking tools, may not work properly without cookies.

Who we share it with

We do not sell your personal information. We share it only as needed with:

• our booking, payment and reservation providers, including Cloudbeds (accommodation bookings), OpenTable (restaurant bookings) and Gift Up (gift vouchers);
• our website host and IT, email and software providers;
• tour, transfer and spa providers you ask us to book for you;
• the travel agent, booking site or event organiser you booked through;
• our professional advisers, such as accountants, lawyers and insurers; and
• government agencies, police and regulators, where the law requires or allows it.

We expect these organisations to protect your information and use it only for the purpose we gave it to them.

Information sent overseas

Some of our service providers, including our booking, analytics and advertising providers, store or process information outside Australia, most commonly in the United States and Europe. We take reasonable steps to make sure they handle your information in line with the Australian Privacy Principles.

How we keep it secure

We take reasonable steps to protect your personal information from misuse, interference, loss and unauthorised access, change or disclosure. Our website uses encrypted (HTTPS) connections, card payments are handled by our payment providers rather than stored on our website, and access to guest information is limited to staff who need it. No system is completely secure, so please contact us straight away if you think your information has been compromised.

When we no longer need your information, and are not required to keep it by law, we securely destroy it or remove anything that identifies you.

Data breaches

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

Accessing and correcting your information

You can ask to see the personal information we hold about you, and ask us to correct it if it is wrong, out of date or incomplete. Please contact us using the details below. We will reply within 30 days. We may need to confirm your identity first, and in limited cases the law allows us to refuse access; if so, we will tell you why. We do not charge for a request, but may charge a reasonable fee to cover the cost of providing a large amount of information.

Questions and complaints

If you have a question about this policy, or think we have mishandled your personal information, please contact us:

Privacy Officer
Thala Beach Nature Reserve
5078 Captain Cook Highway, Oak Beach QLD 4877
Email: info at thalabeach dot com dot au
Phone: +61 7 4098 5700

We will acknowledge your complaint and aim to resolve it within 30 days. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner on 1300 363 992.

Changes to this policy

We may update this policy from time to time. The current version is always on this page.

Last updated: November 2026