Privacy Policy

Hotel Okura Tokyo Co., Ltd. websites ("the Websites") require entry of personal information and record that information in a database when performing reservation, inquiry, member registration and other such procedures. Hotel Okura Tokyo and Okura Hotels & Resorts uses the information thus recorded to provide services beneficial to our customers.

Entering Personal Information

Submission to the forms on the Websites requires customers to provide certain personal information in order to provide them respective services.

Usage of Personal Information

Data thus entered and recorded is used for the following purposes.

Provision of Service

The data is used to provide services requested such as reservations, document request, product request, inquiry and other such forms.

Email Newsletter

The data is used to send email newsletters to users requesting receipt of the email newsletter or agreeing in service request forms to receive news via email. Users may themselves modify this information or terminate transmissions at any time.

Other Communications

Hotel Okura Tokyo may also contact customers by email, telephone or post as deemed necessary.

Management of Personal Information

The database containing the personal information of customers using the Websites is managed by designated Hotel Okura Tokyo administrators and contractors to Hotel Okura Tokyo.

Customers' email addresses may be used for the transmission of Hotel Okura Tokyo email newsletters and for email transmissions from Okura Hotels & Resorts. No personal information other than the email address is disclosed for such purposes.

Customers' personal information may be disclosed to third parties in the following circumstances:
Sharing or disclosure of information to a contractor with a signed confidentiality agreement for purposes of maintenance or management of the Websites or the customer information system.
Sharing or disclosure of information to an affiliate with assigned confidentiality agreement for delivery of direct mailings from Hotel Okura Tokyo or Okura Hotels & Resorts.
Agreement by a customer to the disclosure of information.
Formal inquiry on a legal basis by police authorities, courts or other official institution.
Other serious and urgent necessity of the customer, Hotel Okura Tokyo or a third party.

Shared Use

Hotel Okura Tokyo shall jointly use the reservation records of customers in order to provide services closely including hotel or air travel, publicize products and campaigns, and conduct work associated thereto.

  • ・Categories of the jointly utilized personal data: customers’ name, telephone number, address, email address, age, gender, the place of employment, type of airline mileage program (aka FFP), FFP membership number, FFP tier, name of hotel at which the customer will stay, dates of stay, package plan, applicable rate, arrival time, specific requests, credit card number to guarantee reservations.
  • ・Scope of a jointly utilizing person Users: Okura Nikko Hotel Management Co., Ltd., member hotels of Okura Hotels & Resorts, Nikko Hotels International and Hotel JAL City chain operated by Okura Nikko Hotel Management Co., Ltd., group hotels in alliance with Okura Nikko Hotel Management Co., Ltd., Hotel Okura Co., Ltd., Hotel Okura Group companies (*1), JAL Group Airlines (*2), and JAL Card Inc.

    *1 Hotel Okura Group companies are Hotel Okura Enterprise Co., Ltd., Hotel Okura Space Solutions Co., Ltd. and Continental Foods Co., Ltd..

    *2 JAL Group Airlines are Japan Airlines Co., Ltd., Japan Transocean Air Co., Ltd., J-AIR Co., Ltd., Japan Air Commuter Co., Ltd., Ryukyu Air Commuter Co., Ltd and Hokkaido Air System Co., Ltd.

Use of Statistical Information

Information concerning customers using the Websites is employed as statistical information that excludes personal information. This information is employed as marketing data in various forms, but is not used for any other purpose.

Cookies

The Websites use cookies. Cookie functionality may be turned off in your browser settings, but you may then be unable to take advantage of some of the services provided on the Websites.

Inquiries Related to Reservation Record

We shall accept inquiries, related to reservation records from customers as follows and shall respond in a swift and appropriate manner within reasonable bounds.

Exective Office
Hotel Okura Tokyo Co., Ltd.

+81(3)3582-0111 (9:00 - 17:00JST, except Saturdays,Sundays & national holidays)

Revision of Privacy Policy

Significant modifications to this Policy shall be announced on this website. Please check the website on a constant basis for up-to-date data on other minor modifications. Please note that Hotel Okura Tokyo Co., Ltd. shall assume no responsibility whatsoever for trouble resulting from failure to make such checks.

Please refer to the following for processing of Personal data of customers in the European Economic Area (hereinafter referred to as “EEA”) based on the REGULATION OF THE EUROPEAN PARLIAMENT AND OF THE COUNCIL on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (hereinafter referred to as “GDPR”).

Processing of Personal data of EEA residents

This clause shall apply to the processing of personal data of person residing and/or located in the European Economic Area based on the REGULATION OF THE EUROPEAN PARLIAMENT AND OF THE COUNCIL N°2016/679 on the protection of natural persons with regarding to the processing of personal data and on the free movement of such data.
The personal data that Hotel Okura Tokyo Co., Ltd. (hereinafter referred to as “we”, “our”or “us”) collects and processes are the one already listed.

Your personal data shall be collected as follows:

  • - via our Web site;
  • - though orders placed;
  • - or when you provide it to us voluntarily, especially for our loyalty program, One Harmony.
1. Legal basis for processing:

We will process and use personal data and other data to manage our contractual relationship with you.

We will process and use personal data because we have a legitimate interest to do so, including but not limited to the following purposes:

  • - Administration of your account and providing of our services to you, for example, it will be necessary for us to use your personal data to complete a booking you have made with us, we will need to use data such as your contact details and payment data to provide you with the stay and/or restaurant booking you have requested and paid for,
  • - responding to inquiries of customers,
  • - giving notices about promotional plans and questionnaires including those of the partner companies,
  • - Improving of our services and developing of new ones,

We will process and use personal data and other data to comply with a legal obligation, including but not limited to the following examples:

  • - to prevent, detect and fight fraud or other illegal or unauthorized activities,
  • - to ensure legal compliance to comply with legal requirements, to assist law enforcement or to enforce or exercise our rights, for example our Terms and Conditions,

Alternatively, we may collect and use your personal data where you have given your specific consent to us doing so.

If the basis of our processing your data is consent, you can withdraw your consent to such processing at any time, including by amending your profile online or emailing to privacy@hotelokura.co.jp.

However, if you withdraw this consent, in some circumstances, we then cease to process your personal data without jeopardizing any previous operations to which you have consented.

2. Transfer of your personal data:

Your personal data shall be transferred to and stored by ONHM and our service providers in countries outside the country in which you are located and outside the European Economic Area. We operate businesses in multiple jurisdictions, some of which are not located in the European Economic Area (EEA), such as Japan, China and USA. While countries outside the EEA do not always have strong data protection laws, we require all service providers to process your data in a secure manner and in accordance with Japanese and EU legislation on data protection. We organize personal data transfer from the European Union, the European Economic Area and/or their Member States, Switzerland and the United Kingdom to countries which do not provide a satisfactory level of protection of personal data through Standard Contractual Clauses.

3. Retention of Your Personal Data:

We will keep your data for as long as we need it for the purpose it is being processed for. For example, where you book a stay with us we will keep the data related to your booking, so we can fulfil the specific travel arrangements you have made and after that, we will keep the data for a period which enables us to process or respond to any complaints, queries or concerns relating to the booking. The data shall also be retained so that we can continue to improve your experience with us and to ensure that you receive any loyalty rewards which are due to you.

We will actively review the data we hold and delete it securely, or anonymize it, when there is no longer a legal, business or customer need for it to be retained.

4. Your Data Protection Rights:

Under certain circumstances, by law you have the right to:

・be informed:You hereby acknowledge that this policy informs you of the purposes, legal frameworks, interests, recipients or categories of recipients with which your personal data are shared. You also have the possibility to directly manage the deletion and portability of your personal data through a module made available directly in your personal account.

・Request data about whether we hold personal data about you, and, if so, what that data is and why we are holding / using it. If We do not take action on the request of the data subject, it shall inform the data subject without delay and at the latest within one month of receipt of the request of the reasons for not taking action and on the possibility of lodging a complaint with a supervisory authority and seeking a judicial remedy.

・Request access to your personal data (commonly known as a “data subject access request”). This enables you to receive a copy of the personal data we hold about you and to check that we are lawfully processing it.

・Request correction of the personal data that we hold about you. This enables you to have any incomplete or inaccurate data we hold about you corrected.

・Request erasure of your personal data. This enables you to ask us to delete or remove personal data where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal data where you have exercised your right to object to processing. Nevertheless, the exercise of this right is not possible when the conservation of your personal data is required under the laws or regulations, in order for example to acknowledge, exercise or defend your rights in Court.

・Data processing limitation:You are entitled to oppose the processing of your personal data when the processing is based on the legitimate interests of the controller.

・Object to processing of your personal data where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground. You also have the right to object where we are processing your personal data for direct marketing purposes.

・Object to automated decision-making including profiling, that is not to be subject of any automated decision-making by us using your personal data or profiling of you.

・Request transfer of your personal data in an electronic and structured form to you or to another party (commonly known as a right to “data portability”). This enables you to take your data from us in an electronically useable format and to be able to transfer your data to another party in an electronically useable format.

Such right can be specifically exercised as regards the following data:

  • - only your personal data, which excludes personal data made anonymous or data that do not apply to you;
  • - personal data provided by yourself;
  • - personal data which do not infringe the rights and freedoms of third parties such as those protected by business secrecy.

This right is limited to processing based on consent or a contract as well as the personal data that you have personally generated.

・Withdraw consent. In the limited circumstances where you have provided your consent to the collection, processing and transfer of your personal data for a specific purpose, you have the right to withdraw your consent for that specific processing at any time. Once we have received notification that you have withdrawn your consent, we will no longer process your data for the purpose or purposes you originally agreed to.

・Right to lodge a complaint:You have the right to lodge a complaint with the supervisory authority of the Member State where the controller has its main establishment.

How to exercise your rights:All the rights listed above can be exercised at the following email address privacy@hotelokura.co.jp including a copy of an identity document sent to the attention of Data Protection Officer.

5. Processor:

If processing is carried out on behalf of us by other people or companies, we shall select only processors providing sufficient guarantees to implement appropriate technical and organizational measures in such a manner that processing will meet the requirements of the GDPR. The processor shall not engage another processor without prior written authorization of us. The processing shall be governed by a contract that is binding on the processor with regard to us.

Hotel Okura Tokyo Co., Ltd. as named as representative in the EU the company Hotel Okura Amsterdam B.V..

Revised on April 23, 2021