Who we are
Snemaro operates the hotel and the serviced apartments at 110 Kippax Street, Surry Hills NSW 2010. Where this policy says we, it covers both the rooms and the monthly residences, because they run under the same front desk team. The quickest way to reach us is snemaro@hotmail.com or +61 2 8473 9162.
We decide what guest information is collected and what happens to it afterwards. If you would rather talk to a person than read a page, ring the desk and ask for the privacy contact.
What we collect
We collect what a booking and a stay genuinely need, and very little beyond that. Most of it arrives through the enquiry form, in person at the desk, or from our payment provider when a charge is processed.
- Your name, phone number, email address and postal address
- Arrival and departure dates, room type and the number of guests travelling
- Payment details, which sit with our payment provider and not on our own servers
- Photo identification shown at check-in, noted and then destroyed
- Dietary requirements, accessibility needs and other notes you give us
- Messages you send through the website, by email or over the phone
We never ask for a tax file number, a Medicare number or your social media handles. If a message claiming to be from Snemaro asks for any of those, it did not come from us.
Why we hold it
Every field on our system is there for a reason you could point to.
- To take, confirm and manage a booking, including changes made mid-stay
- To meet legal duties around guest registers and tax records
- To answer an enquiry, a complaint or a request for a late checkout
- To send a booking confirmation, and nothing further unless you ask for it
- To understand how the building is being used so we can staff it properly
Marketing emails only go to people who ticked the box or asked to be on the list, and every one of them carries an unsubscribe link that works the first time.
Who else sees it
We share the minimum with the people who actually need it. That means our payment processor, the booking system provider, our accountant, and where the law requires it the police or a government agency. Each of them receives only the fields relevant to their job.
We do not sell guest data and we do not hand your email address to a marketing list belonging to somebody else. If the business is ever sold, the new owner inherits the records along with everything else, and this policy keeps applying until they publish their own.
How long we keep it
Booking records stay on file for seven years, because Australian tax law expects it. Enquiries that never turned into a booking are deleted after twelve months. Notes attached to your guest profile, such as a dietary requirement or a preferred room, stay until you ask us to take them off.
Card numbers are never stored by us. The payment provider keeps a token, which is a reference rather than the number itself, and that token is what appears against a past stay.
Your rights
- Ask for a copy of everything we hold about you
- Correct anything that is wrong, out of date or misspelled
- Ask us to delete records we are not legally required to keep
- Withdraw consent for marketing emails whenever you like
- Complain to the Office of the Australian Information Commissioner if we get it wrong
Send any of those requests to snemaro@hotmail.com with your name and the dates you stayed. We answer within thirty days and we will not charge for a reasonable request. If you are unhappy with our reply, you can take it to the OAIC and we will cooperate with whatever they ask for.