The Glenrock, Googong
Our sister venue, a short drive from Queanbeyan. Same team, same standards, built around the restaurant and the bar.
October 2026
In this Privacy Policy, ‘we’, ‘us’ and ‘our’ means Grey Colt Pty Ltd ABN 75 133 508 773, trading as Royal Hotel Queanbeyan (RHQ). This Privacy Policy applies to Royal Hotel Queanbeyan, including The Upperhouse.
We respect your privacy and are committed to handling your personal information responsibly. This Privacy Policy explains how we collect, hold, use and disclose personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles where they apply to us.
Personal information is information or an opinion about an individual who is identified or reasonably identifiable.
We may update this Privacy Policy from time to time to reflect changes to our business, systems or legal obligations. The latest version will be available on our website.
The personal information we collect depends on how you interact with us and may include:
Some information you choose to provide, including information about allergies, dietary requirements, accessibility requirements or information provided in connection with an incident at the venue, may constitute health or sensitive information. We only collect and handle sensitive information where reasonably necessary and as permitted by law.
We generally collect personal information directly from you or through a third-party service provider acting in connection with a service you request.
We may collect information when you:
Where it is lawful and practical, you may interact with us without identifying yourself. However, we may need certain information to provide a booking, membership or other service you have requested.
We may collect, hold, use and disclose personal information to:
We use Now Book It to manage table reservations and gift card purchases.
When making a reservation, you may provide information including your name, email address, telephone number, booking details, dining preferences, dietary requirements and other information you choose to provide.
You may also provide information about other guests, such as dietary requirements or allergies. Please only provide personal information about another person where it is reasonably necessary for us to manage your reservation.
Now Book It may use your contact details to send communications relating to your reservation, including booking confirmations, reminders and post-visit emails requesting feedback or a review.
Where you choose to receive special invitations and updates from Royal Hotel Queanbeyan through the booking process, we may also use the contact information you provide to send RHQ marketing communications.
Payments for gift card purchases are processed through Stripe. Payment information is handled by the relevant payment provider in accordance with its privacy practices and security requirements.
Information collected and handled by Now Book It is also subject to its own privacy practices and terms.
You must be 18 years or over to join the RHQ Loyalty Program.
Our RHQ Loyalty Program is managed using Zen Global.
When you join the RHQ Loyalty Program, we may collect information including your name, telephone number, email address, address, postcode and date of birth. Information relating to your membership, points, rewards and eligible transactions may also be associated with your account.
We use this information to manage your membership, allocate and redeem rewards, provide member benefits and communicate with you about RHQ.
Loyalty members are also added to our mailing list and may receive RHQ news, dining information, upcoming events, live music, shows and offers by email. You can unsubscribe from marketing communications at any time.
Zen Global provides the technology we use to manage the RHQ Loyalty Program and processes information in connection with that service.
You must be 18 years or over to join the RHQ Punters Club.
When you join the RHQ Punters Club, we collect your name, email address and team name.
We use this information to manage the Punters Club and communicate with members about the competition throughout the year.
Punters Club members are also added to our mailing list and may receive RHQ news, dining information, upcoming events, live music, shows and offers by email. You can unsubscribe from marketing communications at any time.
Tickets for some live shows and events at The Upperhouse are sold through Oztix.
When you purchase tickets through Oztix, the information you provide is handled by Oztix in accordance with its privacy practices and terms. Oztix may also provide relevant customer information to Royal Hotel Queanbeyan as the venue or event organiser.
Where permitted, we may use contact information received through Oztix to communicate with you about RHQ and The Upperhouse, including upcoming events, live music, shows, dining information and offers.
You can unsubscribe from RHQ marketing communications at any time using the unsubscribe link included in our emails.
When you enquire about or book a function, wedding or event at The Upperhouse, we may collect information needed to plan and manage your event.
This may include your contact details, event date, guest numbers, food and beverage requirements, dietary requirements, accessibility requirements and other information you choose to provide during the planning process.
You may also provide information about other guests. Please only provide personal information about another person where it is reasonably necessary for us to manage your event.
Where payment is required for a function, wedding or event, we may also collect or receive payment information where you choose to pay by credit card, direct deposit or another available payment method. Payment information is only used as reasonably necessary to process and manage your payment.
Credit card details provided over the telephone are securely destroyed after the payment has been processed. Credit card authorisation forms provided for event payments are securely retained with the relevant event records and archived in accordance with our record-keeping practices.
We use Mailchimp to manage our email marketing communications.
We may use contact information collected through our RHQ Loyalty Program and booking systems to send RHQ news, dining information, upcoming events, live music, shows and offers where you have agreed to receive these communications or where we are otherwise permitted to do so by law.
When making a reservation through Now Book It, you can choose whether you would like to receive special invitations and updates from Royal Hotel Queanbeyan. Your contact details are still required to manage your reservation regardless of your marketing preference.
You can unsubscribe from RHQ marketing emails at any time using the unsubscribe link included in our emails. Mailchimp manages unsubscribe requests on our behalf.
Unsubscribing from marketing communications does not prevent us or our service providers from contacting you where necessary about an existing reservation, event, membership, purchase or enquiry.
Information processed through Mailchimp is also subject to its privacy practices.
Photography and filming may take place at Royal Hotel Queanbeyan and The Upperhouse for use on our website, social media and other RHQ marketing.
Images and video captured at the venue may include guests and other people attending the venue or an event.
If you would prefer not to be photographed or filmed, please let a member of our team know.
If an identifiable photograph or video of you has been published by RHQ and you would like us to review or remove it, contact us at info@royalhotelqbn.com.au
CCTV operates in and around Royal Hotel Queanbeyan and The Upperhouse, including internal and external areas.
CCTV footage is recorded for purposes including safety, security, incident management and protecting our guests, staff, venue and property.
CCTV footage is generally retained for 30 days and access is restricted to authorised management. Footage may be retained for longer where reasonably necessary in connection with an incident, investigation, legal proceeding or regulatory requirement.
We may disclose CCTV footage to NSW Police, regulatory bodies or other authorities where required or authorised by law.
Royal Hotel Queanbeyan maintains systems and records to support responsible gambling, venue safety and our legal and regulatory obligations.
We use MVSE to manage gaming self-exclusions. Personal information provided as part of a self-exclusion may be collected, used and disclosed as required to administer the exclusion and meet our responsible gambling obligations.
We maintain a hard-copy incident register and use Quantaco Star Compliance, an OLGR-approved compliance system, to record and manage relevant venue incidents and compliance information.
Venue barring decisions are made in consultation with senior management. Where appropriate, serious matters may be referred to the local Liquor Accord. This may result in information being shared with Liquor Accord members for consideration under applicable venue barring arrangements, including the barred from one, barred from all policy.
Information relating to incidents, exclusions or barring may also be disclosed to NSW Police, regulators or other authorities where required or authorised by law.
Royal Hotel Queanbeyan does not currently use facial recognition technology or scan customer identification documents as part of these processes.
If you apply for a position with RHQ, we may collect information including your name, contact details, employment history, qualifications, references and other information contained in your resume or application.
Resumes submitted through our website are sent to info@royalhotelqbn.com.au.
We use this information to assess your suitability for current or potential employment opportunities and related recruitment purposes.
Our website may use cookies and similar technologies to operate the site, understand how visitors use it, measure website performance and support our advertising and marketing activities.
Where reasonably necessary for the purposes described in this Privacy Policy, we may disclose personal information to:
Where you interact directly with a third-party platform, that provider’s privacy policy may also apply to its handling of your information.
Some of the third-party technology and service providers we use may store, process or access personal information outside Australia.
This may include:
Where required by Australian privacy law, we take reasonable steps in relation to the handling of personal information disclosed to overseas recipients.
Personal information may be held electronically, in email and business systems, through third-party service providers or, where required, in physical records.
We take reasonable steps to protect personal information we hold from misuse, interference, loss and unauthorised access, modification or disclosure.
While we take reasonable steps to protect personal information, no method of electronic transmission or storage can be guaranteed to be completely secure.
Access to personal information is limited to people who reasonably require it to perform their role or provide services to us.
We retain personal information for as long as reasonably necessary for the purpose for which it was collected and to meet our legal, accounting, regulatory and operational obligations.
Where personal information is no longer required to be retained, we take reasonable steps to securely destroy or de-identify it where required by law.
You may ask to access personal information we hold about you or request that information be corrected if you believe it is inaccurate, out of date, incomplete, irrelevant or misleading.
Contact us at:
info@royalhotelqbn.com.au
We may need to verify your identity before providing access to or changing personal information.
There may be circumstances where we are permitted or required by law to refuse access or correction. If this occurs, we will respond as required by applicable privacy law.
If you have a question or concern about how we have handled your personal information, please contact us so we can investigate.
Email: info@royalhotelqbn.com.au Royal Hotel Queanbeyan 85 Monaro Street, Queanbeyan NSW 2620
We will review your concern and respond within a reasonable period.
If you are not satisfied with our response, you may be able to make a complaint to the Office of the Australian Information Commissioner.
Office of the Australian Information Commissioner
We may use technology and third-party systems to help operate and manage our services. Where personal information is used by an automated system to make, or assist in making, a decision that could significantly affect an individual’s rights or interests, we will handle that information in accordance with applicable privacy laws.
We may update this Privacy Policy from time to time as our services, systems, legal obligations or information-handling practices change.
The latest version will be available on our website and the date at the top of this page will show when it was last updated.
For questions about this Privacy Policy, requests to access or correct your personal information or privacy complaints, contact:
Grey Colt Pty Ltd Trading as Royal Hotel Queanbeyan
ABN 75 133 508 773
85 Monaro Street, Queanbeyan NSW 2620
Email: info@royalhotelqbn.com.au
Our sister venue, a short drive from Queanbeyan. Same team, same standards, built around the restaurant and the bar.