Privacy Policy
Last updated: 31 October 2026
Who we are
The Greenhouse Retreats PTY LTD (ABN 49 617 228 976) (“we”, “us”, “our”) operates thegreenhouseretreat.com and Moso House, a luxury holiday home at Pearl Beach on the NSW Central Coast. This policy explains how we handle your personal information when you visit our website, book a stay, join the Moso Circle or contact us.
We handle personal information in line with the Australian Privacy Principles in the Privacy Act 1988 (Cth).
Contact us about privacy at:
- Email: bookings@thegreenhouseretreat.com
- Phone: 0433 394 618
- Post: 11 Diamond Rd, Pearl Beach NSW 2256
What we collect
We only collect what we need to host you well. Depending on how you deal with us, this may include:
- Contact details: your name, email address, phone number and postal address.
- Booking details: stay dates, number of guests, the reason for your stay if you share it, special requests, add-ons such as catering or wellness sessions, and booking history.
- Payment details: these are processed by our payment provider. We do not see or store your full card number.
- Identity details: we may ask for photo ID or a guest registration form before arrival.
- Communications: emails, messages, chat conversations and reviews you send us.
- Website and device data: IP address, browser and device type, pages viewed, approximate location and how you arrived at our site, collected through cookies (see below).
- Marketing preferences: whether you have joined the Moso Circle and how you interact with our emails.
We do not ask for sensitive information such as health details. If you choose to tell us about a dietary need or accessibility requirement so we can prepare for your stay, we treat this as given with your consent and use it only for that purpose.
How we collect it
We collect information directly from you when you book on our website, sign up to the Moso Circle, use our website chat, or email, call or message us.
We also receive information from:
- Booking platforms such as Airbnb, when you book Moso House through them. Their own privacy policies also apply.
- Cookies and similar tools on our website.
- Our booking engine and payment provider, which pass us the details of your reservation.
Why we use it
We use your personal information to:
- take, confirm and manage your booking, including payments, bonds and refunds
- communicate with you before, during and after your stay, including check-in details
- arrange add-ons you request, such as catering or wellness sessions
- answer your questions and handle feedback or complaints
- send you Moso Circle emails, if you have signed up
- understand how people use our website so we can improve it
- keep our property, guests and systems safe, and meet our legal obligations
We do not sell your personal information.
Cookies and website analytics
Cookies are small files stored on your device when you visit a website. We use them to keep our site working, remember your preferences and understand how visitors use it.
| Type | What it does | Provider |
|---|---|---|
| Essential | Runs the website and the booking widget | Our website platform (Duda), Guesty |
| Analytics | Counts visits and shows which pages and links lead to bookings | Google Analytics |
| Marketing | Recognises Moso Circle subscribers on our site so our emails are more relevant | Klaviyo |
| Chat | Lets you message us from the website | Chatway |
You can accept or decline non-essential cookies using the notice on our website. You can also block or delete cookies in your browser settings, though some parts of the site may not work as well. To opt out of Google Analytics on all websites, use Google’s opt-out browser add-on.
The Moso Circle
The Moso Circle is our email list for first access to dates, member offers and news from Moso House. We only add you if you sign up, or if you have stayed with us and agreed to hear from us.
Every email includes an unsubscribe link, and you can also ask us to remove you at any time. We will act on your request within 5 business days, as required by the Spam Act 2003 (Cth).
We use Klaviyo to send our emails. Klaviyo tells us whether emails are opened and links clicked, and which pages of our website subscribers visit, so we can send fewer, more relevant emails.
Who we share it with
We share personal information only with people and services that help us run your stay, and only what they need.
| Who | Why |
|---|---|
| Guesty | Our booking engine and property management system, which holds reservations and guest messages |
| Stripe | Processes card payments and refunds securely |
| Klaviyo | Sends Moso Circle emails and manages subscriptions |
| Google (Analytics) | Website visit statistics |
| Duda | Hosts our website |
| Chatway | Website chat |
| Booking platforms such as Airbnb | Where you booked through them |
| Local service partners | Caterers, cleaners and wellness practitioners, for add-ons you request |
| Professional advisers | Our accountant, lawyer or insurer, where needed |
We may also disclose information where required or authorised by law, for example to police or a court.
Overseas storage
Some of the services we use store data outside Australia, including in the United States and other countries where those providers operate. We choose established providers that publish their own privacy and security standards, and we take reasonable steps to make sure they handle your information in a way consistent with the Australian Privacy Principles.
Security and how long we keep it
We store your information in secure, password-protected systems and limit access to people who need it to look after your booking.
We keep booking and payment records for as long as we need them for tax and legal purposes, generally 7 years. We keep Moso Circle details until you unsubscribe. When we no longer need information, we delete it or remove identifying details.
If a data breach is likely to cause you serious harm, we will tell you and take steps to limit the harm.
Cameras and noise monitoring
Moso House has a security camera at the entrance. There are no cameras inside the house.
We also use noise monitors inside the house. They measure noise levels only. They do not record audio or listen to conversations.
Your choices and rights
You can:
- ask what personal information we hold about you and request a copy
- ask us to correct information that is wrong or out of date
- unsubscribe from the Moso Circle at any time
- decline non-essential cookies
- deal with us using a first name only when making a general enquiry, though we need your full details to take a booking
Email bookings@thegreenhouseretreat.com and we will respond within 30 days. We may need to confirm your identity first.
Complaints
If you are concerned about how we have handled your information, email us first and we will reply within 30 days. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992.
Changes to this policy
We may update this policy as our services or the law change. The latest version is always on this page, with the date it was last updated shown at the top.