Privacy Policy

Last updated: 9 October 2026

Brittain Hukins Lane Property Pty Ltd (ABN 64 671 426 010, QLD Real Estate Licence 4741959), trading as Lane Property ("Lane", "we", "us"), manages short-term rental properties across Brisbane, the Gold Coast and the Sunshine Coast, and offers Airbnb co-hosting across Australia.

This policy explains what personal information we collect, why we collect it, who we share it with and how you can access or correct it. We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

1. Who this policy covers

Property owners, including owners asking us for an income forecast
Guests staying at a property we manage
People who visit our website or use our calculators
Referral partners in our partner program
Cleaners, tradespeople and other suppliers we work with

2. What we collect

Owners. Your name, email, phone number, property address and property details (bedrooms, property type, photos), statements or pricing data you send us from a previous manager, bank account details for payouts, the documents we need to sign a management agreement and meet our licensing obligations, and our communications with you.

Guests. Your name, contact details, booking details (dates, number of guests), messages, and what we need to run your stay, such as check-in and access details and any incident or damage reports. Most guest information comes to us from the booking platform you booked through. We do not receive your full card details from Airbnb, Booking.com or Stayz.

Website visitors. Anything you type into our forms and calculators (name, email, phone, suburb, bedroom count, property details), plus technical data collected by cookies and similar tools, such as IP address, device, browser, pages visited, clicks and scrolling, how you arrived at our site and ad click identifiers.

Referral partners. Your name, business, contact details, the owners you refer and the payment details we need to pay your commission.

We only collect sensitive information (for example, an accessibility need a guest tells us about) where it is needed and you have agreed. We do not knowingly collect personal information from people under 18.

3. How we collect it

Directly from you, through our website forms, email, phone, meetings and property visits
From booking platforms when a guest books a property we manage
From a referral partner who introduces you to us, with your agreement
Automatically, through cookies, analytics and advertising tools on our website and owner portal

You do not have to give us your information, but without it we may not be able to give you a forecast, manage your property or run your stay.

4. How we use it

To prepare your free income forecast and reply to your enquiry
To manage your property: listings, pricing, guest messaging, cleaning, inspections, maintenance, monthly owner reports and payouts on the 1st and 16th of each month
To run guest stays: check-in details, property access, support during the stay, reviews and damage claims
To meet our legal, tax and licensing obligations, including record keeping under Queensland property agent laws
To pay referral partner commissions
To understand how our website, owner portal and ads are used, and improve them. In the owner portal we record the pages owners view and the buttons they tap, and use Microsoft Clarity session replays and heatmaps with dollar amounts, guest details and form fields masked. We use this only to make the portal better for owners and to know when an owner might need a call from us
To show our ads to people likely to be interested in them
To send you updates and marketing, which you can opt out of at any time
To handle complaints, disputes and legal claims

5. Software, AI and automated tools

We use software to run parts of our service. An AI system answers common guest questions, and our team handles everything else, 24 hours a day. Nightly rates are set by pricing software (PriceLabs and our own Lane Pricing Analyser) using market data, and a director signs off pricing changes before they go live.

We do not use automated tools to make decisions that significantly affect you without a person involved. If you want a person to review something handled by one of these tools, contact us.

6. Who we share it with

We only share what each party needs to do its job. We do not sell personal information.

Booking platforms: Airbnb, Booking.com and Stayz
Software providers that help us run the business, including our property management system (Resly), pricing (PriceLabs), CRM, website forms and email (HubSpot), website hosting (Webflow), our internal apps and databases (Vercel and Supabase), email and file storage (Google Workspace), team messaging (Slack), key exchange (KeyNest), accounting (Xero) and payment providers
Cleaning, linen, maintenance and furnishing contractors
Analytics and advertising providers: Google, Meta and Microsoft (see section 8)
The owner of the property you stay in, if you are a guest (booking details and reviews)
Our accountants, lawyers and insurers
Government agencies, regulators or police where the law requires or allows it
A buyer of our business, if it is ever sold

7. Overseas storage

Several of the providers above store data outside Australia, mainly in the United States. We take reasonable steps under APP 8 to make sure overseas providers handle your information in a way consistent with the APPs.

8. Cookies, analytics and advertising

Our website uses cookies, pixels and similar tools from these providers:

Google Tag Manager and Google Analytics: how people use our site, including calculator and form interactions
Google Ads: which ads lead to enquiries. When an enquiry becomes a client, we may send Google a record of that outcome linked to the original ad click so we can measure which ads work
Meta Pixel: measures visits and enquiries from our Facebook and Instagram ads, and lets us show ads to people who have visited our site
Microsoft Clarity: records how visitors move, click and scroll on our pages, including session replays and heatmaps, so we can fix pages that are hard to use. Form fields are masked
HubSpot: runs our website forms and links form submissions to the pages a contact has visited
Webflow: hosts our website and collects basic site analytics

You can block or delete cookies in your browser settings. You can also manage Google ad personalisation at adssettings.google.com, install the Google Analytics opt-out add-on, and change your Facebook and Instagram ad settings in your Meta account. Blocking cookies may stop some parts of our site, such as the calculators, from working properly.

9. Marketing

We send marketing emails and messages in line with the Spam Act 2003 (Cth). Every marketing email has an unsubscribe link, or you can email us to opt out. We will still send messages we need to run your property or stay.

10. Security and how long we keep it

Your information is stored in secure cloud systems, with access limited to the people who need it and multi-factor authentication where available. We keep personal information only as long as we need it for the purposes above or as the law requires (for example, tax records for at least five years), then delete or de-identify it.

11. Data breaches

If a data breach is likely to cause you serious harm, we will tell you as soon as we can, explain what happened and what to do next, and notify the Office of the Australian Information Commissioner (OAIC) where required.

12. Accessing and correcting your information

You can ask for a copy of the personal information we hold about you, or ask us to correct it, by emailing us. We may need to confirm your identity first. We aim to respond within 30 days. If we refuse a request, we will tell you why in writing.

13. Complaints

If you think we have mishandled your personal information, email us first and we will respond within 30 days. If you are not satisfied with our response, you can complain to the OAIC at oaic.gov.au or on 1300 363 992.

14. Changes to this policy

We review this policy as our services and the law change. The date at the top shows when it was last updated. If we make a significant change, we will email current owners.

15. Contact us

Privacy Officer, Lane Property
164B James Street, New Farm QLD 4005
Email: admin@laneproperty.com.au
Phone: (07) 3135 0927