Privacy Policy

1. Who we are

Pacific Vista Resort (“Pacific Vista”, “we”, “us”) operates the integrated resort at 33 William Street, Brisbane City QLD 4000, Australia, including hotel accommodation, gaming facilities licensed under Queensland law, dining venues, spa, events and the website pacificvistaresort.com. For the purposes of the Australian Privacy Act 1988 (Cth) and, where applicable, the EU General Data Protection Regulation (GDPR), Pacific Vista Resort is the data controller of the personal information described in this policy.

You can reach our Privacy Officer at [email protected] or by post to the address above, marked “Privacy Officer”.

2. What we collect

We collect personal information in the following ways:

• Directly from you — name, contact details, date of birth, identification documents (required for casino entry and membership), payment details, dietary and accessibility preferences, and any requests you send through our forms, email or phone.
• From your stay — booking history, room preferences, gaming activity (for Key Club members), transaction records and service notes kept to personalise future visits.
• From your device — IP address, browser type, pages visited and cookie identifiers when you use this website (see our Cookie Policy).
• From third parties — travel agents and booking platforms you use, and identity-verification services we engage to meet our licence obligations.

3. How we use it

We use personal information to:

• Process reservations, payments and event bookings;
• Meet legal obligations under the Casino Control Act 1982 (Qld), including identity verification, responsible-gambling programs and exclusion registers;
• Operate the Key Club loyalty program (with your consent);
• Personalise your stay — room setup, dining preferences and service history;
• Send marketing where you have opted in — you can unsubscribe at any time;
• Keep the property and our guests safe, including CCTV in public and gaming areas as required by law;
• Improve this website through analytics.

4. Legal bases (GDPR)

For visitors in the EU/EEA we process data on the following bases: contract (bookings and stays), legal obligation (gaming licensing, taxation, AML), legitimate interest (security, service improvement, fraud prevention), and consent (marketing, non-essential cookies, spa health data). You may withdraw consent at any time without affecting the lawfulness of prior processing.

5. Who we share it with

We share personal information only with: our payment processors; technology providers hosting our systems under contract; regulatory and licensing authorities where the law requires; and professional advisers bound by confidentiality. We do not sell personal information. Where data leaves Australia or the EU, transfers are protected by standard contractual clauses or equivalent safeguards.

6. Your rights

Under the Privacy Act 1988 you may access and correct the information we hold about you. Under the GDPR you additionally have the right to: erasure (“right to be forgotten”), restriction of processing, data portability, objection to processing, and not to be subject to purely automated decisions with legal effect. Requests are answered within 30 days. Note that gaming and identity records cannot be erased while legal retention periods apply.

To exercise any right, email [email protected] with “Privacy request” in the subject line. You may also complain to the Office of the Australian Information Commissioner (oaic.gov.au) or your EU supervisory authority.

7. Retention & security

We keep booking and financial records for 7 years (tax law), gaming-related records for the periods set by our licence, and marketing data until you unsubscribe. Data is stored on encrypted systems in Australia with role-based access; gaming-area systems are additionally segmented under licence requirements.

8. Changes

We update this policy when our practices change. Material changes are flagged on this page and, where appropriate, notified by email to guests with upcoming stays.

9. Contact

Privacy Officer, Pacific Vista Resort
33 William Street, Brisbane City QLD 4000, Australia
[email protected] · +61 7 3306 8888