Privacy Policy

Guide to Personal Information Processing


Imperial Hotel, Ltd.(“we”) hereby declares that we duly abide by the laws and regulations relating to the protection of personal information in order to secure the appropriate and adequate processing and maintenance of such information for our business purposes. Accordingly, we are establishing stringent independent rules and systems which we will implement, follow and maintain.
We will establish company rules governing privacy in order to enact this declaration. We will educate our entire staff, including directors, regular employees, temporary employees, as well as other concerned parties, concerning the details and enforcement of these rules and regulations and request their compliance.
We will establish company regulations for the secure administration of personal data in order to avoid loss, damage, tampering and theft of personal information. We will also set up necessary security systems to prevent illegal access and any possible invasion by computer viruses. Our fundamental principles governing privacy protection are as follows.

  1. a.
    Personal data must be collected through honest, legally sound procedures; unauthorized data collection is prohibited.
  2. b.
    Personal data shall be used exclusively within the limits of the prescribed purposes. Usage for any other purpose is prohibited.
  3. c.
    Personal data must be handled under security sensitive procedures. Output / input, storage, transportation or transmission shall not be permitted under any circumstances when such security cannot be guaranteed.
  4. d.
    Providing any personal information to a third party outside the exact prescribed specifications of the laws, and without consent from the subject individual of the data is prohibited. When the handling of personal information is delegated to a third party for business-related purposes, or that personal information is to be shared with a third party, a contract with the third party concerned will be put into effect to assure compliance with all legal procedures.
  5. e.
    We acknowledge that an individual has the right to access, correct or discontinue our usage of his personal information or other rights stipulated in each applicable jurisdictional law. We will comply with any such request in full accordance with the laws and regulations.


"Personal data" means any information collected and stored in a format that allows you to be identified personally, either directly or indirectly as a natural person. Prior to providing us with personal data, you should read this Personal Data Protection Charter describing our customer privacy protection policy.

This Personal Data Protection Charter is part of the terms and conditions that govern our hotel services. By accepting these terms and conditions, you expressly accept the provisions of this Personal Data Protection Charter.


This Charter applies:
To all data processing implemented in our subsidiary and managed hotels and sales offices, i.e. those operating under an Imperial Hotel Group brand name (New York Sales Office, Singapore Sales Office, Imperial Hotel Services, Ltd., Imperial Hotel Limousine Service, Ltd., etc.) . This list is regularly updated. To all our reservation websites, including but also the sites operating under an Imperial Hotel Group brand name.


At certain points, we will be required to ask you, as our customer, for information about you and/or members of your family including contact details, payment account information, reservation information, preferences and other information relating your stay or usage of our service.

The information collected in relation to persons under 18 years of age can only include their name and date of birth, and it can only be supplied to us by an adult. If a minor sends personal data to us, you can contact the Hotel Operations Management department to arrange for this information to be deleted.


We may collect personal data on a variety of occasions, including whenyou:

  • use our services
  • agree to allow third parties to transmit your information to us
  • visit our website
  • contact us
  • conduct an act related to the above


We collect your personal data for of the following purposes:
Meeting obligations to our customers.
Managing the room reservations and requests for accommodation.
Managing your stay at the hotel.
Improving our hotel service.
Managing aspects of our relationship with our customers.
Use a trusted third party to cross-check, analyze and apply certain devices to your collected data, in order to ascertain your customer profile, and to allow us to send you personalized offers.
Providing security for and improving your use of our websites.
Conforming to local legislation.


As we serve and have a presence in places throughout the world, we endeavor to provide you with services throughout the world. Thus, to guarantee you the right of access and correction, we have to share your personal data with internal and external recipients subject to the following conditions:

  1. a.
    Within the Imperial Hotel Group, we may share your personal data with and allow authorized personnel from the Group to access it in order to provide you with optimal services, including:
    • Hotel staff
    • Reservation staff using our reservation tools
    • IT staff
    • Commercial partners and marketing services
    • Medical services
    • Legal services
    • Any appropriate person within Imperial Hotel Group entities for certain specific categories of personal data.
  2. b.
    With service providers and partners: your personal data may be sent to a third party to provide services and improve your stay, for example: External service providers, such as IT sub-contractors, international call centers, banks, credit card issuers, external lawyers, dispatchers, printers. Commercial partners: We may, unless you specify otherwise to the Hotel Operations Management department, enhance your profile by sharing certain personal information with our commercial partners. Should we do so, a trusted third party may cross-check, analyze and apply certain devices to your data. This data processing will allow us and our privileged contractual partners to determine your interests and your customer profile, and will allow us to send you personalized offers.
  3. c.
    Local authorities: We may also be required to send your personal data to local authorities if required by law or as part of an inquiry and in accordance with local regulations.


We share a portion of your personal data, as follows. The management representative is in charge of protecting the personal data to be shared (for any questions concerning sharing your personal data, please contact the Hotel Operations Management department) .

Items of personal data to be shared Name, Address, Company name, E-mail address, Credit card information, Flight information, and other information required to offer the services.

Scope of parties with whom information is shared

  • Imperial Hotel Services, Ltd.
  • Imperial Hotel Limousine Service, Ltd.
  • HALEKULANI CORPORATION, located in Hawaii, USA

Purpose for which personal data will be shared with other parties

  • Security inside the Imperial Hotel
  • Reserving limousine and transportation services
  • Housekeeping services
  • Bill adjustments
  • Hotels managed and provided with services by the HALEKULANICORPORATION
  • Other services related to the above

Name of the person who is responsible for the management of personal information to be shared Imperial Hotel, Ltd.


For the purposes set out in Clause 6 of this Charter, we may transfer your personal data collected in the European Union to recipients in Japan.

Consequently, in addition to implementing this Charter, we employ appropriate measures to ensure the secure transfer of your personal data collected in the European Union to Japan offering a different level of privacy from that proposed in the European Union.

As part of these activities, your data may be sent, in particular as part of the reservation process, to a recipient located in Japan.


Use of cookies

Our websites use cookies to operate. Cookies and other similar tracers are packets of data used by servers to send status information to a user's browser and return status information to the original server through this same browser.
The status information can be a session identifier, a language, an expiration date, a response field or other types of information.
During their validity period, cookies are used to store status information when a browser accesses various pages of a website or when the browser returns to this website at a later point.

How do we use cookies?

We use the following cookies on our websites:

Name of cookie Type Purpose Storage time

First Party to differentieate between
users within the framework
of Google Analytics 2 years

First Party to differentieate between
users within the framework
of Google Analytics 24 hours

First Party to produce request rates 1 minute

First Party to manage information
about campaigns related to
the user 90 days
Legitimate Interests for Using Your Information
The use of your information is not only helpful for us but also beneficial to you, as it will allow us to improve our services and better orient them to your needs. It will also enable us to provide advertising services that are tailored to your interests, which will allow you to receive more specific and useful information. We consider that the use of your information in the manner described above does not result in a risk to your rights and freedoms.

How to control cookies?
You can control and/or delete cookies as you wish ? for details, see You can delete all cookies that are already on your computer and you can set most browsers to prevent them from being placed.
If you do this, however, you may have to manually adjust some preferences every time you visit a site and some services and functionalities may not work.


We retain your personal data only for the period necessary for the purposes set out in this Charter or in accordance with the provisions of applicable law.


You have the right to access your personal data collected by us, to correct it, etc. subject to applicable legal provisions.
You may also exercise your right to object by writing to us below.
If you have any difficulty exercising your rights, please contact us by sending an email to us directly or to our representative below:

Imperial Hotel, Ltd.
Hotel Operations Management department
1-1, Uchisaiwai-cho 1-chome, Chiyoda-ku, Tokyo 100-8558, Japan
[email protected]
To maintain confidentiality and personal data protection, we will require identification in order to respond to your request. You will be asked to provide a copy of government-issued identification, such as a driver's license or passport, along with your request.

If your personal data is inaccurate, incomplete or not up to date, please send the appropriate amendments to the Hotel Operations Management department as indicated above.

We will process and respond to requests as swiftly as possible and in accordance with applicable law.

You may also exercise your rights with respect to your personal data that is stored and processed by one of our hotels following a stay. To do this, you must contact the hotel directly.


We may modify this Charter from time to time. Consequently, we recommend that you consult it regularly, particularly when making a reservation at one of our hotels.


For any questions concerning the Imperial Hotel Group's personal data protection policy, please contact the Hotel Operations Management department.

Guide to Personal Information Processing on MY IMPERIAL

The personal information processing on the Imperial Hotel Home Page shall be made pursuant to the “Guide to personal information processing,” In addition, since certain information, including personal information, regarding each user of MY IMPERIAL (hereinafter referred to as “User”) is required to be provided for registration, Imperial Hotel, Ltd. (hereinafter referred to as “We”) establishes the following policies, as well as, “MY IMPERIAL Service Rules,” in order to ensure the appropriate processing and handling of such personal information. Please read and accept these policies.

I. Registration of User Information

Each User of MY IMPERIAL is required to register certain information, which includes some personal information. We will manage the information provided for registration (hereinafter referred to as “Registered Information”) in strict confidence, in accordance with the processing policies provided in the “Guide to personal information processing” and additional policies provided herein below.

II. Use of Registered Information

Registered Information can be used only for the purpose of providing the services of MY IMPERIAL, provided we can utilize the User’s Registered Information and his/her browsing history on our web site, for the purpose of selecting and distributing products and service information, which may be of interest to the User.

III. Access, Modification and Deletion of Registered Information

If any part of the Registered Information becomes incorrect or needs to be edited for any other reason, please notify us as soon as possible. The User may change his/her registered information through the User’s personal account on MY IMPERIAL. In addition, if a User has any questions regarding the Registered Information, please contact:

Responsible Officer of the Home Page
Imperial Hotel, Ltd.
TOKYO 100-8558

IV. Deletion of Registered Information by Imperial Hotel

If User cannot receive e-mails from us because (i) there are delays in the User making any necessary change to the Registered Information, or (ii) the User provides incorrect information for registration, we may delete the appropriate portions of the Registered Information. If any change to the Registered Information needs to be made, please contact us as soon as possible via the method set forth above.

V. Contact Details

For inquiries regarding personal information processing on MY IMPERIAL, please contact:

Responsible Officer of the Home Page
Imperial Hotel, Ltd.
TOKYO 100-8558

April 1, 2020
Imperial Hotel, Ltd.

Social Media Policy

Imperial Hotel, Ltd. (hereinafter referred to as the "Hotel") hereby establishes the following policy upon the establishment and utilization, whether permanent or temporary, of the Hotel's official account (hereinafter referred to as the "Official Account") for social media (meaning media where any user is free to transmit and display information via the Internet, with typical examples of social media being Facebook, Twitter, and YouTube) .
In addition, the provisions of this policy shall be applicable to all users of the Hotel's Official Account and any incidental services thereto (hereinafter referred to as the "Users") :

I. Management Policy

  • 1.
    The Hotel understands that any information transmitted through social media is published to the general public, and that any information once having been transmitted cannot be completely deleted, and the Hotel shall carefully consider each instance where it is to transmit any such information.
  • 2.
    The Hotel shall endeavor to adopt an attentive attitude to remarks that are transmitted by Users, and shall act appropriately to each situation presented.
  • 3.
    Employees of the Hotel (including executives, staff under an employment relationship, and temporary workers) shall abide by the various laws and the Hotel's privacy policies that are applicable alongside this policy, Guide to personal information processing, as well as any internal rules with respect to the utilization of social media.
  • 4.
    The Hotel, as a general rule, shall not reply to any informational content transmitted by Users through social media except where the Hotel, upon evaluation of the contents of any such transmission, deems it necessary, at which point the Company shall issue a reply on the Official Account or by directly contacting the relevant User (s) .

II. Purpose in Utilizing Social Media

The Hotel's purpose in utilizing social media is to share information with customers and to increlase the Hotel's business activities by transmitting information related to any sales promotions conducted by the Hotel, along with any information concerning other related activities of the Hotel.

III. Contents of Transmissions from the Hotel

Any contents transmitted by the Hotel on the Official Account shall be limited to general information pertaining to sales promotions and any information related to any such promotion, such as information pertaining to any products, services, events, and promotions relating to the Hotel, Hotel history, as well as any information concerning regional and seasonal events as relevant to the Hotel. Formal announcements, such as company information and financial information, shall be displayed on the Hotel's home page or other similar medium.

IV. Materials Prohibited From Being Transmitted by the Company or Users

Neither the Hotel nor the Users shall transmit on the Official Account any information or content described below, and the Hotel shall actively delete, at its sole discretion, any information or contents promulgated by any User that falls into any of the below categories.

  • 1.
    Any content that infringes upon the human rights or privacy rights of any User or employees of the Hotel.
  • 2.
    Any content that infringes upon the rights and property of, or that slander or libel, the Hotel, any User, or any third party.
  • 3.
    Any other content that the Hotel deems, at its sole discretion, to be unsuitable for publication.

V. Disclaimer

  • 1.
    The Hotel may discontinue or suspend operations or may change information on the Official Account without any notice.
  • 2.
    The Hotel shall have no responsibility for any damage that occurs from utilizing the Official Account or from not being able to utilize the Official Account, nor shall the Hotel be responsible for any damage that occurs from the discontinuance, suspension of operations, or change of information on the Official Account, regardless of the reason.

VI. Jurisdiction

Any dispute arising with respect to the utilization of social media shall be subject to the exclusive jurisdiction of the Tokyo District Court as the court of first instance.

VII. The Official Social Media and the Official Account of the Hotel

VIII. Contact Details

Contact details regarding the Hotel's utilization of social media and its Official Account:

Responsible Officer of the homepage
Imperial Hotel, Ltd.
TOKYO 100-8558

For customers accessing the Hotel’s social media channel

With respect to remarks and contributions

  • 1.
    Transmission of information by the Hotel on its Official Account at social media does not necessarily guarantee that such information is an official announcement or opinion of the Hotel. Please see the Hotel’s homepage or news releases for official announcements and opinions of the Hotel.
  • 2.
    The Hotel shall actively delete, at its sole discretion, any information or content that falls into any of the below categories:
    1. (1)
      Any content that infringes upon the human or privacy rights of any Users or employees of the Hotel.
    2. (2)
      Any content that infringes upon the rights and property of, or that slander or libel, the Hotel, any User, or any third party.
    3. (3)
      Any other contents that the Hotel deems to be unsuitable for publication.

Reply and correspondence to inquiries

The Hotel, as a general rule, shall not respond to any inquiries or replies made through social media. Please direct yourself to the Inquiry Form for any inquiries requiring any response from the Hotel.