Privacy
Last updated 23 September 2026
A property's guest records belong to the property. We keep them only to run Holdall for that property.
We never sell them, advertise with them, or use them to build anything else.
They are stored in Sydney, Australia. If something goes wrong, we tell the property within 24 hours.
Who we are
Holdall is software for independent lodges and small hotels in New Zealand. It keeps the record of what a property arranges for its guests: requests, bookings with outside operators, notes, charges to post, housekeeping and service recovery. Holdall is run by Nick Muldrew, who is also our privacy officer.
There are two kinds of information in Holdall, and they are handled differently.
If you are a guest
When you stay at a property that uses Holdall, the property may keep your name, room, stay dates, email address and mobile number, the requests and bookings it makes for you, charges to add to your bill, and short notes the team writes to look after you. Your details usually come from you, or from your booking through a booking site or travel agent.
To see what a property holds about you, or to correct it, ask the property. They control the record and can show and change it directly. If you write to us instead, we pass your request to the property within two working days and help them answer it. Under the Privacy Act the property must give you a decision within 20 working days.
If you run a property
You are responsible for your guests' information, and we are your service provider. That means:
- We use your data only to run Holdall for you, and act only on your instructions.
- You can export your guest list and all lines at any time, and see and correct any guest record.
- We help you answer guest requests to see, correct or delete their information. A manager can export a guest's full record, or erase it, from the guest's profile in the app. If you would rather we did it, ask us and we do it within five working days.
- We tell you before we add or change any company that stores your data for us.
- The details are in the data and privacy agreement we sign with every property, as part of the pilot and subscription terms. Ask us for a copy.
Since 1 May 2026, if you collect a guest's details from someone other than the guest (a booking site, a travel agent, a colleague's note), you need to take reasonable steps to let them know. We give every property wording for its guest privacy notice that covers this and names Holdall as your storage provider.
Please keep notes to what helps a guest's stay. A guest can ask to see what you keep about them. Health details, card numbers and passport numbers do not belong in Holdall.
If you work at a property
We keep your name, initials, email address, role, the permissions your manager gives you, when you last signed in, and a record of the entries you make or change. That way every entry shows who made it, and your manager can see what happened on a shift. Your PIN is stored scrambled (hashed), never as the digits themselves.
If your manager removes you, you can no longer sign in, but your initials stay on the entries you made, because the property's records need them. You can ask your manager or us to see or correct what we hold about you.
What we never do
Sell or rent any information.
Use guest information for marketing, analytics or advertising, ours or anyone else's.
Use one property's information to build or improve anything for another property, or to train software.
Take payments or store card numbers. Holdall records what should be charged; payments stay in the property's own systems.
Open a property's records, except when the property asks us to, to fix a fault, or when the law requires it. We note each time, and why.
Where it is kept
Each property has its own app and its own database. Nothing is shared between properties.
These companies store data for us and cannot use it for themselves.
How long we keep it
For as long as the property uses Holdall. When a property leaves, we give them a full export, then delete their database and backups within 30 days, unless the law requires records to be kept longer. We keep our own records of the account (the property name, contacts and invoices) for seven years, as tax law requires.
Security
- Every connection is encrypted (HTTPS), and stored data is encrypted by our providers.
- Everyone signs in with their own email and PIN. PINs are hashed, and changing one signs that person out everywhere.
- Managers decide what each person can do: edit or remove guest profiles, open month-end, export data. Housekeeping staff see only housekeeping.
- Every change is recorded with who made it and when.
- Each property's database is backed up continuously to a separate provider, from the day that property goes live.
If something goes wrong
A privacy breach is when information is lost, or someone sees, changes or deletes it without permission. If we find or suspect one:
- We contain it and secure the system straight away.
- We tell every affected property within 24 hours of finding out, with what we know so far, and keep them updated as we learn more.
- We help the property decide whether the breach is likely to cause serious harm. If it is, the property must notify the Privacy Commissioner and the affected guests as soon as practicable. The Commissioner expects that within 72 hours, and we give the property everything it needs to do it.
- If the breach affects staff or contact details we hold ourselves, we notify the Commissioner and the people affected directly.
- Afterwards we write down what happened and what we changed, and send it to every property affected.
This website and cookies
This website sets no cookies and uses no analytics or tracking. It is hosted by Cloudflare, and its fonts load from Google Fonts, so those services see your IP address when you visit.
The Holdall app sets one cookie to keep you signed in. It is removed when you sign out.
Questions and complaints
Write to Nick Muldrew at privacy@holdall.co.nz. We reply within two working days. If you are not happy with our answer, you can complain to the Office of the Privacy Commissioner at privacy.org.nz or on 0800 803 909.
If we change this page we update the date at the top. If a change affects how property data is handled, we email every property at least 30 days before it takes effect.