Privacy Policy
Last updated: 28 October 2026
1. Information We Collect
We collect information you provide directly to us, such as when you create an account or make a purchase.
2. How We Use Your Information
We use the information we collect to provide, maintain, and improve our services.
3. Information Sharing
We do not sell your personal information to third parties.
4. Data Security
We implement appropriate security measures to protect your personal information.
5. Contact Us
For privacy concerns, please contact us at contact@hotelone.com.au
6. HotelOne PMS Mobile App
This section explains how the HotelOne PMS app for iPhone and Android handles personal information. The app is used by staff of hotels and motels that subscribe to HotelOne. MyPrivateIT Pty Ltd (ABN 99 670 999 890) provides the app and the HotelOne service. Each hotel decides what information it keeps about its guests; we process that information on the hotel's behalf.
What the App Collects and Why
| Information | Why we need it |
|---|---|
| Staff account details: username, name, role, the properties you can access | To sign you in and show only what your role allows |
| Guest and booking details you enter or view: names, phone numbers, email and postal addresses, identity document type and number, nationality, vehicle registration, stay dates, room, rates and payments, notes | To run the hotel's bookings, check-in and check-out |
| Messages you send to guests by SMS or email, and their replies | To keep the conversation with each guest in one place |
| Payment card details entered in the secure card form | Cards are entered into Vaultera's secure form and stored by Vaultera, not in the app |
| Smart-lock activity: passcodes, key cards and Bluetooth unlocks you issue or use | To issue and manage guest and staff access to doors |
| A push notification token for your device | To send you alerts about new bookings, lock batteries and messages |
| Issue reports you choose to send: your description, screenshots or photos, voice notes, the recent steps you took in the app, device model, operating system and app version | So our support team can see what went wrong and fix it |
| Error reports: error messages, device model, operating system and app version | To find and fix faults in the app |
Device Permissions
- Bluetooth: to find, add and open smart locks, gateways and card recycle boxes.
- NFC: to read the number of a hotel key card when you register it.
- Camera, Photos and Microphone: only when you report an issue and choose to add a photo, screenshot or voice note.
- Face ID: to confirm it is you before showing a lock's admin passcode or using a lock offline. Face ID is checked by your device; we never receive your face data.
- Notifications: to alert you about new bookings, low lock batteries, security alerts and SMS hand-offs.
You can turn any permission off in your device settings. Features that need it will stop working until you turn it back on.
Who We Share It With
We do not sell personal information, show advertising or track you across other companies' apps or websites. We share information only with service providers that run parts of HotelOne for us:
- Google Cloud: hosts HotelOne in Melbourne, Australia, with backups in Sydney.
- Google Firebase Cloud Messaging and Apple Push Notification service: deliver notifications to your device (United States).
- Vaultera: stores payment cards entered in the secure card form.
- Mobile Message: sends the hotel's SMS messages (Australia).
- TTLock, run by Hangzhou Sciener Intelligent Control Technology Co., Ltd. in China: the smart-lock cloud that stores lock passcodes and key cards. HotelOne uses its European servers in Germany; TTLock's own privacy policy says data may also be processed in other countries, including the United States.
- The hotel's own email provider: emails to guests are sent from the hotel's mailbox.
How Long We Keep It
- Account, guest and booking information: while the hotel's HotelOne subscription is active, then deleted within 90 days unless the law requires us to keep it longer.
- Issue reports: photos, screenshots and voice notes are deleted 90 days after the issue is resolved. The written description stays in the hotel's support history and is deleted with the hotel's other information after its subscription ends.
- Error reports: up to 12 months.
- Push notification tokens: until you sign out, or until the notification service tells us the token is no longer valid.
Your Choices and Requests
- Staff: ask your hotel's administrator to correct or remove your account, or email us.
- Guests: contact the hotel you stayed with; it controls your booking information and we will help it respond.
- To ask for access to, correction or deletion of your information, email contact@hotelone.com.au. We reply within 30 days.
- If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner (oaic.gov.au).
Security
The app talks to HotelOne only over encrypted connections (HTTPS). Sensitive data stored on your device, such as offline lock keys, is encrypted and protected by the device keychain. Each staff member only sees what their role allows.
Children
The app is a business tool for hotel staff and is not directed to children.