Privacy Policy

 

Basic Policy Concerning Information Security and the Protection of Personal Information of Okura Nikko Hotel Management Co., Ltd. (hereinafter referred to as “ONHM”).

Given the importance of information security and the protection of personal information in the advanced information and communications society, ONHM shall endeavor to appropriately manage and protect information in its possession in accordance with the policy stated hereunder.

1. Compliance with Laws and Regulations, etc.

ONHM shall comply with policies, guidelines, etc. prescribed in laws and regulations and by administrative organs.

2. Establishment of a Management System

A management system shall be established within ONHM and the division of responsibilities shall be clarified.

3. Compliance with Internal Policies, Rules, Guidelines, etc.

ONHM shall formulate and comply with internal policies, rules, guidelines, etc.

4. Implementation of Safety Measures

ONHM shall implement safety measures, and take preventative measures against unauthorized access to information, and the loss, damage, falsification, leaks, etc. of information.

5. Implementation of Training and Educational Activities

ONHM shall promote training and educational activities for employees with an aim to enhance their knowledge and awareness of information management so that information is managed appropriately through thorough familiarization with the said subject.

6. Coordination with Subcontractors

If work relating to information management is subcontracted to other companies, then ONHM shall select a party with adequate experience and capabilities, shall prescribe matters concerning the duty of confidentiality in relevant agreements and shall ensure that information is managed appropriately.

7. Operational Improvement Initiatives

ONHM shall regularly check whether information is being appropriately managed, and shall continuously exercise initiatives to improve operations.

8. Measures Upon Occurrence of Accidents

If accidents occur, ONHM shall minimize damage and swiftly publish necessary information, and take appropriate measures, including measures to prevent recurrence thereof.

9. Clarification of Inquiries Desk

ONHM shall establish an inquiry desk in order to respond swiftly in good faith, to inquiries, complaints and requests from customers.

10. Publication of this Policy

ONHM shall widely publish policies concerning information security and the protection of personal information, including this Policy by posting it on its website, etc.

Revised on April 1st, 2013
Revised on October 1st, 2015

Reservation Records Handling

Okura Nikko Hotel Management Co., Ltd. (hereinafter referred to as “ONHM”) shall handle reservation records as stated hereunder.

1. Management of Personal Information

ONHM shall, with a recognition of the importance of customers’ personal information submitted by customers, strictly manage such information using computers, etc., paying close attention to the handling thereof.

2. Shared Use

ONHM shall use the reservation records of customers in order to provide services closely related to travel such as hotel, air travel, etc., publicize products and campaigns, and conduct work associated thereto.

  1. Shared data items: customers’ name, telephone number, address, email address, age, gender, employer, etc., 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.
  2. Scope of Users: ONHM, member hotels of Okura Hotels & Resorts, Nikko Hotels International and Hotel JAL City chain operated by ONHM, group hotels in alliance with ONHM, 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.
  3. Administrator: ONHM

3. Provision of Reservation Records to Travel Agents

ONHM shall provide the above information provided for in the above item 2 to travel agents if an inquiry is made based on a reservation number provided to the travel agent by a customer.

4. Provision to Third Parties

Except for the abovementioned, ONHM shall not provide or disclose reservation records and information to third parties unless customers have given their consent or unless required in accordance with laws and regulations, etc.

5. Confirming Reservations

ONHM shall issue a reservation confirmation concerning reservations accepted by the Okura Nikko Hotels Reservation Center following the finalization of a reservation by mail, fax or email, etc. to the address, telephone number, fax number or email address specified by customers. Furthermore, please note that when making reservations via our website, an email message confirming the reservation will be sent to the email address provided by the customer.

6. Handling of Inquiries, etc.

ONHM shall accept inquiries, alterations, etc. relating to reservation records from customers as follows and shall respond in a swift and appropriate manner within reasonable bounds.

Okura Nikko Hotels Reservation Center
(Toll free within Japan)
0120-00-3741 (9:30 – 18:00JST, excluding year-end and New Year holiday period)

7. Inquiries, etc. Relating to Other Reservations

Inquiries and alterations concerning reservation records from customers who have not made reservations with Okura Nikko Hotels Reservation Center should be made directly to the hotel, facility or travel agent, etc. that handled the reservation.

Revised on April 1st, 2013
Revised on October 1st, 2015
Revised on July 22, 2016

Handling of One Harmony Membership Information

Okura Nikko Hotel Management Co., Ltd. (hereinafter referred to as “ONHM”) shall handle the personal information of One Harmony (hereinafter referred to as “OHM”) Program Members as follows.

1. Management of Personal Information

In operating the OHM system, with recognition of the importance of the personal information submitted by Members, ONHM shall treat such personal information with the utmost care, and safeguard such information under a strict computerized security system. ONHM is the “Data Controller” of all personal data information that is collected and used by OHM.

2. Collection, Processing, Sharing and Use of Personal Data

ONHM may process and use the personal information submitted by members for the purpose of recording lodging history, inclusion in membership cards, issuance of membership cards, provision of hotel accommodations, food and beverage services and wedding services, provision of other services closely related to hotel usage, giving notices about promotional plans and questionnaires including those of the partner companies, product development, OHM program management, and all other activities related thereto.

  1. Collected Data Items: Membership number, name, date of birth, gender, address, telephone number, fax number, e-mail address, place of employment (company name, department, title, address, telephone number, fax number, e-mail address), types of membership cards, lodging history, reservation history, communication history, point records, types of airline mileage program (aka FFP), FFP membership number, FFP tier, preference for smoking or nonsmoking room, taste, memorial days such as wedding anniversary, etc.
  2. Your personal data may be shared with other companies within the ONHM group: ONHM, member hotels of Okura Hotels & Resorts, Nikko Hotels International and Hotel JAL City chain operated by ONHM, a part of group hotels in alliance with ONHM, a part of hotels or restaurants operated by Okura Enterprise Co., Ltd, Continental Foods Co., Ltd or The Kyoto Hotel, Ltd., and restaurants operated by Hotel Okura Tokyo Co., Ltd., Hotel Okura Co., Ltd., Hotel Okura Group companies (*1), JAL Group airline companies (*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. and Ryukyu Air Commuter Co., Ltd.,Hokkaido Air System Co., Ltd.
  3. We collect data throughout your guest journey. From your booking (either directly or indirectly through our trusted third party partners), when you create a One Harmony member profile, use our website, participate in a survey or competition, or when you visit or contact us.

3. Security of your Personal Data

We follow strict security procedures in the storage and disclosure of your personal data, and to protect it against accidental loss, destruction or damage. The data you provide to us on-line is protected using SSL (Secure Socket Layer) technology. SSL is the industry standard method of encrypting personal information and credit card details so that they can be securely transferred over the Internet.

4.Transfer of your Personal Data

ONHM shall not provide Member’s personal information to any third party for marketing purposes except when there is the prior consent of a Member or a prescription in the Terms and Conditions herein and related rules and regulations, or it is required pursuant to applicable laws.

Inquiries

Member’s inquiries shall be dealt with in a reasonably prompt manner upon personal inquiry by a Member.

OHM Office
0120-80-3789 (Toll free within Japan) or +81-(0)3-3224-6617
(9:30 – 18:00JST, Monday through Friday excluding national holidays, and year-end and New Year holiday period)

5. Handing of Personal Information of EEA residents

Besides clause 1 to 4, clause 6 also shall be applied to the handling of personal information of person residing in the European Economic Area based on the REGULATION OF THE EUROPEAN PARLIAMENT AND OF THE COUNCEL on the protection of natural persons with regarding to the processing of personal data and on the free movement of such data, and repealing Directive “95/46/EC”.

  1. Legal basis for processing: ONHM will process and use Personal Data and Other Data to manage our contractual relationship with you, because we have a legitimate interest to do so and/or to comply with a legal obligation.
    It will be necessary for ONHM to use your personal information to complete a booking you have made with us. For example, we will need to use information such as your contact details and payment information to provide you with the stay and/or restaurant booking you have requested and paid for.
    Alternatively, we may collect and use your personal information 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 privacy@hotelokura.co.jp.
    However, if you withdraw this consent, in some circumstances, it may mean we will not be able to provide all or parts of the services you have requested from us and you will not be able to earn points, cancel your booking or obtain a refund of any charges you have paid.
  2. Transfer of your personal data: Your personal information may 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. ONHM operates 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 information in a secure manner and in accordance with Japanese and EU legislation on data protection.
  3. Retention of Your Personal Data: ONHM will keep your information 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 information related to your booking, so we can fulfil the specific travel arrangements you have made and after that, we will keep the information for a period which enables us to handle or respond to any complaints, queries or concerns relating to the booking. The information may 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 information we hold and delete it securely, or in some cases anonymise 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:
    Request information about whether we hold personal information about you, and, if so, what that information is and why we are holding/using it.
    Request access to your personal information (commonly known as a “data subject access request”). This enables you to receive a copy of the personal information we hold about you and to check that we are lawfully processing it.
    Request correction of the personal information that we hold about you. This enables you to have any incomplete or inaccurate information we hold about you corrected.
    Request erasure of your personal information. This enables you to ask us to delete or remove personal information 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 information where you have exercised your right to object to processing.
    Object to processing of your personal information 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 information 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 information or profiling of you.
    Request transfer of your personal information 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.
    Withdraw consent. In the limited circumstances where you may have provided your consent to the collection, processing and transfer of your personal information 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 information for the purpose or purposes you originally agreed to, unless we have another legitimate basis for doing so in law.If you want to exercise any of these rights, please contact at privacy@hotelokura.co.jp.

Revised on April 1st, 2013
Revised on October 1st, 2015
Revised on July 22, 2016
Revised on April 13, 2018
Revised on May 23, 2018
Revised on July 1, 2018

Handling of Okura Nikko Hotels Web Members Information

Okura Nikko Hotel Management Co., Ltd. (hereinafter referred to as “ONHM”) shall handle personal information on Okura Nikko Hotels Web Members in the following manner.
* Okura Nikko Hotels Web Members refer to those who have registered special IDs with ONHM exclusively used for online reservations.

1. Management of Personal Information

ONHM shall, with a recognition of the importance of personal information submitted by members, strictly manage such information using computers, paying close attention to the handling thereof.

2. Shared Use

ONHM shall jointly use personal information provided by members in order to provide hotel services and services closely related to hotels, provide advertising and promotional materials and questionnaires including those relating to affiliated companies, conduct product development, and for any other work associated thereto.

      1. Shared data items: name, date of birth, gender, address, telephone number, email address, profession, employer (company, department, address, and telephone number), type of airline mileage program (aka FFP), FFP membership number, FFP tier, tier of membership, membership number, reservation history, lodging history, etc.
      2. Scope of Users: ONHM, member hotels of Okura Hotels & Resorts, Nikko Hotels International and Hotel JAL City chain operated by ONHM, group hotels in alliance with ONHM, Hotel Okura Co., Ltd. and Hotel Okura Group Companies(*1).
        1. Hotel Okura Group companies are Hotel Okura Enterprise Co., Ltd., Hotel Okura Space Solutions Co., Ltd. and Continental Foods Co., Ltd..
      3. Administrator: ONHM

3. Provision of Personal Information to Third Parties

Except for the abovementioned, ONHM shall not provide or disclose personal information to third parties unless members have given their consent in advance, or disclosure is required in accordance with laws and regulations, etc.

4. Inquiries, etc. Relating to Personal Information

If a member contacts the inquiry desk with an inquiry or request to alter or suspend the use of their personal information, such inquiry shall be dealt with in a swift and appropriate manner within reasonable bounds. In addition, the inquiry desk shall accept feedback relating to the handling of personal information.

Okura Nikko Hotels Reservation Center
(Toll free within Japan)
0120-00-3741 (9:30 – 18:00JST, excluding year-end and New Year holiday period)

Revised on April 1st, 2013
Revised on October 1st, 2015

Handling of Other Information Registered on Website

Okura Nikko Hotel Management Co., Ltd. (hereinafter referred to as “ONHM”) shall handle personal information such as responses to online questionnaires, application to various events to include prizes, request for information materials, etc. inserted or registered by customers on website in the following manners.

1. Management of Personal Information

ONHM shall, with a recognition of the importance of personal information, strictly manage such information using computers, paying close attention to the handling thereof.

2. Disclosure, Revision, and Suspension of Use of Personal Information

Any request for reference, changes or suspension of use of personal information is accepted here.

Okura Nikko Hotels Reservation Center
(Toll free within Japan)
0120-00-3741 (9:30 – 18:00JST, excluding year-end and New Year holiday period)

3. Provision of Personal Information to Third Parties

ONHM shall not provide or disclose personal information to third parties unless members have given their consent in advance, or disclosure is required in accordance with laws and regulations, etc.

4. Personal Information in Linked External Websites

ONHM shall assume no management responsibility whatsoever for the gathering of personal information conducted by other companies’ websites introduced on ONHM website.

5. Data Protection

ONHM website uses SSL (Secure Sockets Layer) encryption technology as a safety measure on all pages in which personal information is inserted when gathering customers’ personal information. As a result, it encrypts the data traveling across the Internet and prevents data leaks.

Revised on April 1st, 2013
Revised on October 1st, 2015

Handling of Personal Information Other than Reservation Records, One Harmony Members, Okura Nikko Hotels Web Members, and Others registered on Website.

In addition to personal information in reservation records, personal information of One Harmony members, Okura Nikko Hotels Web Members, and others registered on website, Okura Nikko Hotel Management Co., Ltd. (hereinafter referred to as “ONHM”) shall handle such personal information as received directly from customers or obtained from travel agents and companies which have contractual relations with ONHM in the following manners.

1. Management of Personal Information

ONHM shall, with a recognition of the importance of customers’ personal information submitted by customers, strictly manage such information using computers, etc., paying close attention to the handling thereof.

2. Purpose of Use of Personal Information

Personal information provided shall be used within the scope necessary to achieve the following purposes.

      1. To provide appropriate services to satisfy preference and request of customers, based on past usage information at ONHM, member hotels of Okura Hotels & Resorts, Nikko Hotels International and Hotel JAL City chain operated by ONHM (hereinafter referred to as “ONHM Member Hotels”).
      2. To provide details regarding ONHM Member Hotels, group hotels in alliance with ONHM (hereinafter referred to as “ONHM Alliance Hotels”).
      3. To provide details regarding accommodations, wedding services, food and beverage services, health club services, original products, and cultural projects of ONHM Member Hotels and ONHM Alliance Hotels.
      4. To analyze responses to questionnaires to improve services and for marketing purposes at ONHM Member Hotels and ONHM Alliance Hotels.
      5. To conduct marketing activities for ONHM.
      6. If customers have agreed in cases other than the above, and when ONHM, ONHM Member Hotels, and ONHM Alliance Hotels deem it necessary to contact customers.

3. Inquiries, etc. Relating to Personal Information

If a customer contacts the inquiry desk with an inquiry or request to alter or suspend the use of their personal information, such inquiry shall be dealt with in a swift and appropriate manner within reasonable bounds. In addition, the inquiry desk shall accept feedback relating to the handling of personal information.

Okura Nikko Hotels Reservation Center
(Toll free within Japan)
0120-00-3741 (9:30 – 18:00JST, excluding year-end and New Year holiday period)

4. Provision of Personal Information to third Parties

Personal information shall not be provided or disclosed to third parties except when falling under any of the following cases.

      1. To be shared by ONHM Member Hotels, ONHM Alliance Hotels, Hotel Okura Co., Ltd., and Hotel OkuraGroup Companies(*1).
      2. To be shared with contractors who have entered into agreements that prohibit use of personal information for any purposes other than the specific work outsourced by ONHM.
      3. When customers have given consent in advance.
      4. When required in accordance with laws and regulations.
        1. Hotel Okura Group companies are Hotel Okura Enterprise Co., Ltd., Hotel Okura Space Solutions Co., Ltd. and Continental Foods Co., Ltd..

Revised on October 1st, 2015

SSL

SSL (Secure Sockets Layer) refers to the protocol for encrypting and transmitting information over the internet. SSL is a security function that aims to protect important information such as personal information transferred over the Internet from theft, falsification and spoofing by third parties. On the website operated by Okura Nikko Hotel Management Co., Ltd. (hereinafter referred to as “ONHM”) the accommodation reservation page for inserting personal information is an SSL secure page. (Certain pages allow users to select non-SSL communication.)

1. Importance of SSL

The encryption of protocols currently used on the internet is not regulated and thus third parties are able to insert line monitors, PCs, etc. into lines to view information that crisscrosses the internet. The Internet is a network made up of interconnecting websites and a number of relay sites exist between access points and users, making it difficult to grasp whether a site is safe. For this reason, ONHM website prevents eavesdropping, etc. by third parties by utilizing secure communication using SSL when transmitting important information, especially personal information, etc. over the Internet.

2.SSL Structure

SSL first conducts electronic authentication between ONHM and customers prior to customers’ sending personal information (digital certificates and digital signatures), and transmits data after conducting cross certification. In doing so, exchanges between ONHM and customers are disturbed by random digits, and false transmissions to third parties posing as customers who attempt to steal data are prevented. Furthermore, information transmitted using SSL is encrypted using a method which combines two types of encryption methods; public key encryption (RSA) and symmetric key encryption (private key cryptography). An electronic “key” is required to decipher this information. Even if information is intercepted by third parties, it is impossible to decrypt encrypted information without the correct key. Although the number of available keys is finite, it is extremely difficult for third parties to decrypt information as it requires an unrealistically long time, even if work is conducted computationally using a computer, etc., to find the right key by testing all keys in turn.

3. SSL Enabled Browsers

A special configuration is not necessary in order to use SSL. SSL functions automatically when using SSL enabled browsers such as Internet Explorer, Google Chrome, etc. in their default configuration. It may not be possible to access SSL secure pages or enter information when using browsers that do not support SSL.

* It may not be possible to transmit information using SSL due to FireWall configurations if the customer is connected to the internet via a FireWall on an internal LAN such as a LAN within a company.

4. Data Protection

The website operated by ONHM uses SSL (Secure Sockets Layer) encryption technology on the Okura Nikko Hotels Web Members’ page, the credit card payment page and other pages in which personal information is inserted as a safety measure when gathering customers’ personal information. As a result, it encrypts data traveling across the internet and prevents data leaks.

This document is posted only for the purpose of providing information to customers. It does not intend to recommend, request, or demand the use or otherwise of any specific software products.

Revised on April 1st, 2013
Revised on October 1st, 2015

Use of Cookies

Okura Nikko Hotel Management Co., Ltd. (hereinafter referred to as “ONHM”) may send information called cookies to customers’ computers in order to improve user-friendliness for customers.

Customers may change their browser’s settings so as to reject cookies or to display warning messages when accepting cookies. Virtually all ONHM website services can be used without browsers accepting cookies, however, please note that certain services cannot be used without cookies when making accommodation reservations.

Revised on April 1st, 2013
Revised on October 1st, 2015

Privacy Policy Revisions

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

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