Privacy Policy

Horizon Quay Hospitality Ltd · NZBN 9429048317265 · Last updated 1 May 2026

This policy explains how Horizon Quay Hospitality Ltd ("Horizon Quay", "we", "us") handles personal information. We are subject to the Privacy Act 2020 and follow the thirteen Information Privacy Principles it sets out. The Act is overseen by the Office of the Privacy Commissioner.

1. Who we are

Horizon Quay Hospitality Ltd is a New Zealand limited company operating a hotel, restaurant, bar, spa, event spaces and a gaming lounge at 68 Lake Esplanade, Queenstown 9300, Otago.

• Registered companyHorizon Quay Hospitality Ltd
• NZBN9429048317265
• Registered office68 Lake Esplanade, Queenstown 9300, Otago
• Privacy Officer[email protected]
• Phone+64 3 442 7180

2. What we collect

We collect only what we need to run a hotel and answer your enquiries.

Category	Examples	Source
Contact details	Name, email address, telephone number, postal address, country of residence	You, when you enquire or book
Booking details	Dates of stay, room type, number of guests, arrival time, package chosen, special requests	You, or a booking channel acting for you
Payment information	Cardholder name, card type, last four digits, transaction amount and reference	You, via our payment provider
Preferences	Room preference, pillow choice, dietary requirements, accessibility needs, occasion	You, at booking or during your stay
Identification	Type of document sighted and, where required by law, name and date of birth	Sighted at check-in or at the gaming lounge entrance
Correspondence	Emails, enquiry form submissions, notes of telephone calls, reviews you send us	You
Website data	IP address, browser type, pages visited, referring page, cookie preferences	Automatically, subject to your cookie choice
Security footage	CCTV images of public areas, entrances and the gaming lounge	Our security systems
Host responsibility records	Self-exclusion requests, interaction notes, exclusion orders	You, or our trained staff

We do not collect health information beyond what you volunteer for spa treatments or dietary purposes, and we do not seek information about your ethnicity, beliefs or political views.

3. Why we collect it

• To answer enquiries and provide quotes.
• To take, confirm and manage reservations for rooms, tables, treatments and events.
• To take payment and issue receipts and invoices.
• To provide the services you have asked for during your stay, including the preferences you tell us about.
• To meet legal obligations — including age verification under the Gambling Act 2003, alcohol licensing requirements, tax and company records.
• To keep guests, staff and property safe, including through CCTV.
• To operate our host responsibility policy and any self-exclusion you request.
• To send marketing where you have asked us to, and for as long as you want it.
• To improve the hotel and this website, using aggregated and anonymised information.

Providing information is voluntary, but we cannot confirm a booking or admit you to the gaming lounge without the specific details required for those purposes.

4. Who we share it with

We do not sell personal information, and we do not pass it to third parties for their own marketing. We share it only where it is necessary:

• Payment providers and banks — to process card transactions. We never store full card numbers ourselves.
• Property management and booking systems — the software that holds our reservations, under contract and bound to confidentiality.
• Service partners you ask us to book — transfer operators, tour and activity providers, ski field operators. Only the details needed to make the booking.
• Professional advisers — accountants, auditors and lawyers, where required.
• Government agencies — where we are required by law, including the Department of Internal Affairs in relation to gaming compliance, Inland Revenue, and New Zealand Police responding to a lawful request.
• Emergency services — where there is a serious threat to life or health.

5. Storage, security and location

Personal information is held on secure systems in New Zealand and Australia. Access is limited to staff who need it for their role, and is logged. Our website is served over HTTPS. Paper records — registration cards, event files, host responsibility records — are held in locked storage at the hotel.

Where a supplier stores information outside New Zealand, we satisfy ourselves that comparable safeguards apply, as required by Information Privacy Principle 12.

If a privacy breach occurs that is likely to cause serious harm, we will notify the affected people and the Office of the Privacy Commissioner as required by the Privacy Act 2020.

6. How long we keep it

Record	Retention
Enquiries that do not become bookings	12 months
Guest and booking records	7 years, for tax and accounting purposes
Payment transaction records	7 years
Marketing subscriptions	Until you unsubscribe, then a suppression record only
CCTV footage	31 days, unless retained for an investigation
Self-exclusion records	For the term of the exclusion plus 12 months
Host responsibility interaction notes	3 years
Website analytics	26 months, in aggregated form

7. Your rights of access and correction

Under the Privacy Act 2020 you may ask us to confirm whether we hold personal information about you, to give you access to it, and to correct it if it is wrong. There is no charge for a straightforward request.

• Write to [email protected] or to the Privacy Officer at the address above.
• We will confirm your identity before releasing anything.
• We respond as soon as reasonably practicable and within 20 working days.
• Where we decline a request — for example because releasing information would reveal another person's affairs — we will tell you why and explain your right to complain.
• If we do not agree that information is incorrect, you may ask us to attach a statement of correction to the record, and we will do so.

8. Marketing and unsubscribing

We send marketing only to people who have asked for it. The marketing box on our forms is unticked by default and stays that way unless you tick it. Every message includes a one-click unsubscribe, and we act on unsubscribes within two working days. Unsubscribing does not affect a booking or any operational message about your stay.

We do not send gambling-related marketing to anyone who has self-excluded from the Horizon Room.

9. Cookies and this website

This website uses a small number of cookies. Essential cookies remember your age confirmation and your cookie choice; analytics and marketing cookies are set only if you allow them. You can change your choice at any time through the cookie settings. Full detail is in our Cookie Policy.

Our website contains links to third-party sites, including maps, activity operators and support organisations. We are not responsible for their privacy practices and encourage you to read their policies.

10. Gaming lounge and host responsibility records

Entry to the Horizon Room requires proof that you are 20 years or older. Door staff sight identification and record only the type of document and, where required, that the check was completed. We do not photograph or copy identification documents for routine entry.

Where you request self-exclusion, we record your name, a photograph taken with your consent, the term of the exclusion and the date. This information is used solely to enforce the exclusion, is available only to trained staff on the door and to management, and is destroyed at the end of the retention period set out above. It is not used for marketing and is never shared with other operators without your written consent.

11. Children and young people

This website is not directed at people under 20 years of age, and the gaming lounge is restricted to those aged 20 and over. We collect information about children only from a parent or guardian, and only what is needed to accommodate a family — for example a cot request or a child's dietary requirement.

12. Complaints

If you are unhappy with how we have handled your personal information, contact our Privacy Officer at [email protected]. We will acknowledge within five working days and give you a substantive answer within twenty.

If you are not satisfied with our response, you may complain to the Office of the Privacy Commissioner:

• Websiteprivacy.org.nz
• Phone0800 803 909
• PostPO Box 10094, Wellington 6143

13. Changes to this policy

We review this policy annually and whenever our practices change. The version date at the top of the page shows when it was last updated. Material changes will be signalled on this page for at least thirty days.