How We Protect Your Information During Pre-Check-In
At Seaside Homes, we use RMS Cloud and Stripe to securely manage guest payment information and credit card pre-authorisations.
1. Secure Credit Card Processing
RMS Cloud is a PCI DSS v4.0.1 Level 1 Service Provider, meeting recognised payment card industry security standards.
When you provide your credit card details through our secure pre-check-in process:
- Your full credit card number is not stored in RMS. RMS retains a secure payment token and limited card information, such as the card type, last four digits and expiry date.
- Your payment information is tokenised. Sensitive card details are represented by a secure digital reference rather than being stored directly within RMS.
- Payment tokens are restricted. Tokens cannot be used to charge your card outside our authorised payment gateway and merchant account.
- Payments are processed through Stripe, our payment processing provider, which manages payment information using its own security and compliance controls.
You can learn more about RMS Cloud's security standards at trust.rmscloud.com.
2. Credit Card Pre-Authorisations
As part of our standard pre-arrival process, Seaside Homes processes a credit card pre-authorisation of AUD $500 or AUD $1,000, depending on the property.
A pre-authorisation is a temporary hold on available funds, not a payment. No funds are transferred to Seaside Homes unless an applicable charge is subsequently captured.
Pre-authorisations provide security against damage, missing items, excess cleaning and other charges payable under our Guest Terms and Conditions.
How long does the pre-authorisation last?
Pre-authorisations processed through our current Stripe arrangement generally remain valid for up to seven days before automatically expiring.
Once an authorisation expires, the temporary hold on funds is released by the card issuer, although the time taken for the funds to become available again may vary between banks.
For longer stays, or where an authorisation expires before the required security period has ended, Seaside Homes may need to process a new pre-authorisation using the payment method provided. Any new authorisation is subject to approval by the card issuer and sufficient available funds.
If no additional charges are payable, no funds will be captured. The temporary hold will expire or be released in accordance with the applicable payment processing and card issuer arrangements.
3. How Long Is Your Payment Information Retained?
Seaside Homes does not store full credit card numbers within RMS Cloud.
Payment tokens and transaction records may be retained within RMS Cloud and Stripe for operational, accounting, security and legal purposes, subject to the applicable providers' retention practices.
A pre-authorisation record may remain visible in RMS after the temporary hold on funds has expired or been released. This record does not contain your full credit card number.
The expiry of a pre-authorisation does not necessarily mean that the associated payment method or transaction records have been deleted.
4. How We Collect and Handle Guest Information
Our preferred and standard method of collecting guest identification and payment information is through the secure RMS Guest Portal.
All guests are required to complete their pre-check-in, including providing credit card details and photographic identification, within the specified timeframe and before arrival.
If a guest has not completed their pre-check-in within the required timeframe, or experiences difficulties using the Guest Portal, we will always direct them to submit their outstanding information securely through the RMS Guest Portal in the first instance. We can assist guests with accessing the relevant upload functionality, including after the normal pre-check-in or arrival period has closed.
Where a guest is unable to complete this process despite assistance, we may, as a last resort, arrange for outstanding identification, payment or reservation information to be provided directly to our team by telephone, email or messaging services.
These alternative methods may carry additional privacy and security risks. Unlike the designated Guest Portal, information transmitted through email or messaging services may be retained in inboxes, message histories or on electronic devices, and may not benefit from the same security protections.
We therefore strongly encourage guests to use the secure Guest Portal wherever possible and to complete their pre-check-in promptly. Where alternative collection methods are necessary, guests will be advised of the associated risks before providing their information.
Seaside Homes takes reasonable steps to protect information received through alternative methods. However, to the extent permitted by law, we cannot guarantee the security of information transmitted through third-party communication services or exclude the possibility of unauthorised access. This does not limit our obligations under applicable privacy and consumer protection laws.
Our Commitment to Guest Privacy
We understand that providing identification and credit card information online requires trust.
By using RMS Cloud and Stripe, alongside our internal information-handling procedures, we aim to protect guest information while keeping our pre-check-in and arrival process straightforward.
For more information about our pre-check-in requirements or the handling of your information, please contact Seaside Homes.
