Privacy Policy

Who we are

Lakes Edge Holiday Park, including Lakes Edge Lodge and The Huts at Lakes Edge, is operated by Tekapo Holdings Limited ("we", "us", "our") at 2 Lakeside Drive, Lake Tekapo, New Zealand. Tekapo Holdings Limited is part of the Covington Group of companies.

This policy explains what personal information we collect, why we collect it, who we share it with and what you can do about it. It covers our website, our online chat, email and phone contact, bookings, and your stay with us. "Personal information" means information about an identifiable person. We follow the Privacy Act 2020 (“Act”).

Our Privacy Officer can be contacted at info@lakesedgeholidaypark.co.nz or on 0800 853 853 (+64 3 680 6825 from overseas), or by post at PO Box 43, Lake Tekapo 7990.

What we collect

When you book or stay. Your name, contact details, address, the dates and type of your stay, the number and ages of guests, your vehicle registration number, any special requests, and the payment details needed to take payment and hold a card as security.

When you contact us. What you tell us by email, phone, the website contact form or our online chat, and your contact details so we can reply.

When you use our website. Technical information such as your IP address, device and browser type, the pages you visit and how you got to our site. We collect this using cookies and Google Analytics (see "Cookies and Google Analytics" below). Our forms also use Google reCAPTCHA to stop spam.

From other people. Most information comes directly from you. If you book through another website or agent, such as Booking.com, they pass your booking details to us. If someone else books for you, for example as part of a group, they may give us your name and details. This policy explains what we do with that information.

If you choose not to give us some information, we may not be able to take your booking, check you in or answer your question.

Our AI guest assistant

We use an AI assistant to answer questions in our website chat and to help reply to emails sent to info@lakesedgeholidaypark.co.nz. Here is how it works.

It is an AI, and it says so. It is not a person. Our reception team can see every conversation and can step in at any time. You can always ask for a person, or call or email us instead.
What it uses. It answers from our own information about the park, and it can check live availability and prices in our booking system.
Your booking. It will only discuss a booking once your booking reference, surname and arrival date all match. It can read booking information, but it cannot change, cancel or create a booking. Those requests go to our reception team.
Card details. Please never send card details by chat or email. If you do, the card number is removed automatically before the message is stored or read, and we will ask you to pay by phone or through our secure booking system.
Replies to emails are either checked and sent by our staff or, for simple general questions, sent automatically after a second automated check. Anything about a particular booking, a change, a complaint or a refund is always handled by a person.
Where it runs. The assistant runs on Amazon Web Services in Australia, in an account we own, using the Claude AI model through Amazon Bedrock. Your messages are processed only to produce a reply, and they are not used to train AI models.
What is kept. We keep a record of each conversation for 12 months so our staff can follow up and check the assistant's answers, then delete it. We do not copy your booking record into the assistant's records.

How we use your information

To take and manage your booking and your stay, including check-in, access to the park and parking.
To answer your questions and deal with requests, complaints and refunds.
To take payment and hold a card as security against damage, as set out in our terms and conditions.
To keep guests, staff and the park safe and secure.
To understand how our website is used and to improve our website, answers and service.
To tell you about offers and news from us and other Covington Group businesses, only if you have agreed to receive them.
To meet our legal obligations, such as keeping tax records, and to protect our legal rights.

We may also use information that does not identify you, such as combined statistics, to understand trends and plan our services.

Who we share it with

We don't sell your personal information. We share it only as follows.

Our service providers, to provide services to us: Seekom (booking system), Windcave (payment processing), Microsoft (email), Google (website analytics and spam protection), Amazon Web Services (hosting for the AI assistant), and EZ-AI.NZ Limited (the New Zealand company that built and supports the AI assistant).
Other companies in the Covington Group, to own or operate related property, accommodation and hospitality businesses, for the purposes in this policy. This includes managing stays across our businesses and, if you have agreed to receive marketing, telling you about their offers.
Booking websites and agents, if you booked through one, to manage that booking.
Our professional advisers, such as lawyers, accountants, auditors and insurers, where they need it to advise us.
A buyer of our business, or a potential buyer and its advisers, if all or part of the business is sold. They must keep the information confidential.
Authorities, such as the Police, where the law requires or allows it, or where it is needed to prevent a serious threat to someone's health or safety.
Anyone else you have authorised us to share it with.

Information held overseas

Some of our service providers store or process information outside New Zealand on our behalf. Based on the information available to us; Windcave stores New Zealand customer data in New Zealand and Seekom may store or process information in New Zealand, the United States and other countries. The AI assistant's records are held in Australia. Google Analytics and Microsoft may process information in the United States and other countries.

These providers hold the information for us under their agreements with us, and we remain responsible for it under New Zealand law. Google's own use of Analytics data is explained in its policies (see below).

Where we disclose personal information to an overseas person or organisation, we will take reasonable steps to ensure that the overseas recipient is required to protect the information in a way that, overall, provides safeguards comparable to those under the Act, unless another basis for the disclosure is permitted under the Act.

Links to other websites

Our website may contain links to websites operated by other organisations. Their privacy practices are governed by their own privacy policies, and we recommend reviewing those policies before providing personal information through those websites.

Cookies and Google Analytics

A cookie is a small file stored on your device when you visit a website. We use cookies to make our website and booking system work, and Google Analytics cookies to understand how visitors use our site, such as which pages are popular. Google Analytics collects information including your IP address, device, browser and the pages you visit. We use it in summary form and don't use it to identify you.

You can block or delete cookies in your browser settings, although parts of the site may not work properly. You can stop Google Analytics collecting your information by installing the Google Analytics opt-out browser add-on (tools.google.com/dlpage/gaoptout). For more about how Google uses information, see policies.google.com/technologies/partner-sites.

Marketing

We will only send you marketing emails or texts if you have agreed to receive them. Every message will tell you who it is from and how to unsubscribe, and we will stop as soon as you ask. Unsubscribing does not stop messages about an existing booking.

How we keep it safe

We limit access to guest information to staff and providers who need it. The AI assistant's records are encrypted, access to them is restricted, and card numbers are never stored by the assistant. Card payments are handled by Windcave, our payment processor.

No system is perfectly secure. If a privacy breach happens that has caused, or is likely to cause, serious harm, we will notify the Privacy Commissioner and affected individuals as soon as practicable, as required by the Act.

How long we keep it

Booking and transaction records: 7 years where required for tax, accounting, legal or record-keeping purposes.
AI assistant chat and email conversations: 12 months.
Enquiries that don't lead to a booking: 12 months.
Website analytics: 14 months, as set in Google Analytics.

After that, we delete the information or remove anything that identifies you.

Your rights

You can ask for a copy of the personal information we hold about you and ask us to correct it if it is wrong. If we don't agree to make a correction, you can ask us to attach a statement of the correction you wanted to your information. To make a request, contact our Privacy Officer (details above). We will respond within 20 working days, and we may need to confirm who you are first.

Questions and complaints

If you have a question or are unhappy with how we have handled your personal information, please contact our Privacy Officer first so we can try to put it right. If you are not satisfied, you can complain to the Office of the Privacy Commissioner at www.privacy.org.nz or on 0800 803 909.

You acknowledge and accept that your use of our website and services or entering our premises indicates your acceptance of this privacy policy.

Changes to this policy

We may update this policy from time to time. The current version is always on this page, with the date it was last updated.

Last updated: 3 November 2026