Privacy Policy

ARLO Stays provides short-term rental accommodation in Sydney, New South Wales, Australia, and operates this website and direct booking service. You can contact us at contact@arlostays.com or +61 411 501 647.

We may collect the following personal information:

• Identity & contact details — your name, email address and phone number.
• Booking details — the property, dates, number of guests, special requests and any notes you provide.
• Payment information — card payments are processed by Stripe. We do not store your full card number; Stripe securely retains a payment method so we can charge for damage or breaches of the booking terms where authorised (see section 6).
• Communications — messages you send us via the contact form, email, phone or the messaging tools in our property management system.
• Technical & usage data — IP address, device and browser information, and pages visited, collected automatically when you use the site.

We collect personal information directly from you when you make or enquire about a booking, contact us, or use the site. We may also receive information from the online travel platforms we list on (such as Airbnb, Booking.com and Vrbo) when you book through them, and automatically through cookies and similar technologies.

We use personal information to:

• process, confirm and manage your booking and stay;
• take payment and, where authorised, charge for damage or breaches;
• communicate with you before, during and after your stay;
• provide check-in details and guest support;
• screen bookings for fraud, security and safety (which may involve a third-party screening provider);
• meet our legal, tax and regulatory obligations; and
• improve our properties, service and website.

We disclose personal information to trusted service providers only as needed to run our business, including:

• Hostaway — our property management system (bookings, calendars, guest messaging);
• Stripe — payment processing and saved payment methods;
• Resend — sending transactional and enquiry emails;
• Google Maps — displaying approximate property locations;
• our cleaning and operations team, a guest-screening provider (if enabled), and professional advisers; and
• government bodies, law enforcement or others where required or permitted by law.

We do not sell your personal information. Where we share information, we take reasonable steps to ensure it is handled appropriately.

Card payments are handled by Stripe under its own terms and privacy policy. When you book, you authorise us to securely retain your payment method via Stripe and to charge it after checkout for any damage, excessive cleaning, or breach of the booking terms or house rules, up to the amount disclosed at the time of booking. We never see or store your full card details.

The site uses cookies and similar technologies to function correctly and to understand how the site is used. You can control cookies through your browser settings; disabling them may affect how the site works.

Some of our service providers (including Stripe, Hostaway, Resend and Google) store and process data on servers located outside Australia. By using our services you acknowledge that your information may be processed overseas. We take reasonable steps to ensure these providers protect your information consistently with the APPs.

We take reasonable steps to protect personal information from misuse, loss and unauthorised access, and we rely on the security measures of our service providers. We keep personal information only for as long as needed for the purposes above and to meet our legal obligations, then take reasonable steps to destroy or de-identify it.

You may request access to, or correction of, the personal information we hold about you by contacting us at contact@arlostays.com. We will respond within a reasonable time. If you have a privacy concern or complaint, please contact us first; if you are not satisfied, you may contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

We may update this policy from time to time. The current version is always available on this page, with the “last updated” date above.

For any privacy questions, contact ARLO Stays at contact@arlostays.com or +61 411 501 647.