Privacy Policy

Last updated: Oct 12, 2026

Your privacy matters to us. We only ask for personal information when we need it to look after you, we collect it fairly and lawfully, and we tell you why we’re collecting it and how it will be used. This policy explains how we do that.

1. Who we are

This policy applies to National Park Pty. Limited (ABN 68 009 661 367), trading as O’Reilly’s Rainforest Retreat. It covers O’Reilly’s Rainforest Retreat, the Villas, Pat’s Farm, Stockyard Creek, O’Reilly’s Campground, Lost World Spa, the Mountain Café, the Dining Room and Rainforest Bar, our activities and Eco Rangers program, our website (oreillys.com.au) and the O’Reilly’s App.

We are bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

2. What we collect

• Contact details: name, phone number, email and postal address.
• Booking and stay details: dates, number and names of guests, room and activity preferences, special requests, and vehicle details where needed for the Campground and automatic license plate recognition.
• Children’s details: names, ages and relevant care information, provided by a parent or guardian, where needed for a booking or the Eco Rangers program.
• Payment information: card payments are processed by Commonwealth Bank. We store card numbers securely in our PMS (Newbook).
• Health-related information you choose to give us: dietary requirements, allergies, accessibility needs, and fitness or medical information for activities such as guided walks.
• Phone calls: recordings and transcripts of calls to the reservations line and reception line.
• Gift voucher and App Rewards details: voucher codes, recipients, and stay and activity history for rewards.
• Website and App data: device and usage information collected through cookies and analytics.
• Other: CCTV footage in public areas and car parks; guest Wi-Fi logs.

3. How we collect it

We collect personal information directly from you: by phone (with our team or our AI phone assistant), by email, in person, and through our website, app, newsletter sign-ups and competitions. We also receive it from third parties: travel agents and online booking sites you book through, someone booking on your behalf, or a gift voucher purchaser who names you as recipient. You can decline to give us information, but we may then be unable to provide some services.

4. Why we collect and use it

• To take, manage and confirm bookings, and to provide your stay, meals, activities and spa treatments.
• To meet dietary, accessibility, safety and duty-of-care needs, including in an emergency in the National Park.
• To answer enquiries and resolve complaints.
• To administer gift vouchers and App Rewards.
• To check the accuracy of our service, and to train our staff and improve our AI phone assistant.
• To send news and offers, where you have agreed to receive them (see section 8).
• To meet our legal, tax and insurance obligations.

5. Our AI phone assistant

• Some calls are answered by an AI assistant provided by Avar AI, an Australian AI voice service provider, on our behalf. At the start of the call, the assistant tells you it is an AI assistant and that the call is recorded.
• The assistant can answer questions and take the details needed to prepare a booking request, such as your name, phone number, email, dates and guest numbers. It never takes payment details.
• Our team reviews and confirms every booking request the assistant prepares. The assistant does not accept or refuse bookings on its own.
• Calls are recorded and transcribed so we can act on your request, check accuracy and improve the service. Recordings and transcripts are kept for review and analysis.
• Speaking with the assistant may add you to our marketing lists if you provide your contact information.
• You can ask to speak with a member of our team at any time during staffed hours from 8AM to 8PM, or email [email protected] instead.

6. Sensitive information

Dietary, allergy, accessibility and medical information is health information and is treated as sensitive. We collect it only with your consent and only where it’s relevant to your booking or safety. It is shared only with the staff who need it, such as our kitchen, activity guides or spa therapists.

7. Who we share it with

We don’t sell personal information. We share it only as needed with:

• service providers acting for us: our property management and booking system (Newbook), payment processors, our AI phone assistant provider, email and newsletter platforms, our app provider, website host, and IT support providers;
• travel agents or online booking sites you booked through;
• tour or activity partners delivering part of your booking;
• emergency services, government agencies or others where required or permitted by law, including to prevent a serious threat to someone’s life, health or safety.

Our service providers may only use your information to provide services to us.

8. Marketing

We send news and offers only if you have agreed to receive them, for example by subscribing on our website or opting in through the app. Contact details you give us when booking or calling are added to our marketing lists with implied Consent. Every marketing message includes a way to unsubscribe, or you can contact us to opt out at any time.

9. Storage and overseas disclosure

We aim to store and process personal information in Australia wherever we can. Some of our service providers, such as booking, email, payment and technology providers, may store or access information outside Australia, including in the United States, New Zealand, and potentially other countries. Where that happens, we take reasonable steps, including through our contracts, to make sure they handle your information in line with the Australian Privacy Principles.

10. Security and retention

We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, change or disclosure, including access controls, multi-factor authentication and reputable service providers. We keep information only as long as we need it for the purposes in this policy or as the law requires (for example, tax records for seven years), then securely delete or de-identify it.

If a data breach is likely to cause serious harm, we will notify affected people and the Office of the Australian Information Commissioner under the Notifiable Data Breaches scheme.

11. Dealing with us anonymously

You can make general enquiries, including to our phone assistant, without giving your name. However, we need your details to make a booking.

12. Other websites

Our website links to sites we don’t operate. We aren’t responsible for their content or privacy practices, so please read their privacy policies.

13. Access, correction and complaints

You can ask to see or correct the personal information we hold about you. Contact our Privacy Officer:

Email: [email protected]
Phone: 07 5502 4911
Post: 3582 Lamington National Park Rd, Canungra QLD 4275

We’ll respond within 30 days. If you have a complaint about how we’ve handled your information, please contact us first and we’ll try to resolve it. If you’re not satisfied, you can contact the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992.

14. Changes to this policy

We may update this policy from time to time. The current version, with its “last updated” date, is always available on our website.