welcome Mr.



  • 日本語

  • English

  • 한국어

  • 中文(简体)

  • 中文(繁体)

Privacy Policy

TOKYU HOTELS Privacy Policy

TOKYU HOTELS (meaning the entity defined in "8. Joint Use" and hereinafter referred to as "our company") recognizes that protecting and appropriately using personal information (meaning information defined in "2. Content of Personal Information" and hereinafter referred to as "Personal Information") entrusted to us by our customers and business partners (hereinafter referred to as "Customers, etc.") is an important social responsibility of our company, and has therefore established this privacy policy (hereinafter referred to as "this policy") and will faithfully implement it.


Purpose of this Privacy Policy

The purpose of this policy is to ensure the protection of personal information and provide ongoing peace of mind to Customers, etc., as well as to provide Customers, etc. with information regarding their various rights regarding their personal information and information regarding the acquisition of personal information by our company.


Regarding personal information


Information received from customers, etc.
The information that we will receive from our Customers includes name, address, telephone number, email address, date of birth, gender, nationality, passport, visa, marketing-related information, information entered by Customers into input forms specified by our company, information entered by our staff at the instruction of Customers, information about previous stays, services used and products purchased, information about the preferences of customers that we learn about during their stay, information provided by Customers in order to allow them to use our services, information provided by Customers when travel agents receive accommodation reservations from customers, and information essential to transactions, such as credit card information.


Information we collect when you visit our website
When you browse our website, we may collect device information, log information, cookies and anonymous IDs, location information, IP addresses and individual identification information.


How we use information

We collect personal information because we need it for our legitimate interests, as described below, to comply with legal obligations to which we are subject, and to perform contractual obligations to parties involved in your travel arrangements (such as travel agents or your employers) or vendors (third parties such as credit card companies and airlines).


To contact customers etc. for reservation confirmation etc.


To provide services, products and information to customers


To carry out the following marketing activities:


Providing advertisements and information on products, services, campaigns, etc. via invitation letters, e-mails, etc. (*1, *2)


Delivery of behavioral targeting ads using ad delivery providers such as Google and Yahoo! (*1, *2)


Analysis of attribute information and behavioral history acquired by the Company in order to understand the hobbies and preferences of customers, etc. (※3, ※4)


Other matters equivalent to (a) to (c)


We will analyze information such as website browsing history and purchase history obtained from customers, etc., to provide services, deliver advertisements, etc.


We may use information such as the hobbies, preferences, browsing history, etc. of our customers obtained from third parties other than our company by linking it with personal information of our customers, etc. that we already have. In such cases, we will obtain prior consent from our customers, etc., and use the information within the scope of the purposes of use listed above.


Our website uses cookies to make it more convenient for customers, etc. For details on handling cookies, please see "7. Cookies and other similar related technologies."


Our website uses log analysis tools to understand the status of your visits to our website.
When you use a log analysis tool on our website, your visit history to our website will be collected, recorded, and analyzed based on the cookies we issue.
We receive the analysis results and understand the status of your visits to our website. The information about you collected, recorded, and analyzed by the log analysis tool does not include any information that identifies a specific individual. In addition, such information is managed in accordance with the privacy policy of the company that provides the log analysis tool.


To conduct analysis to improve our services and products


To send surveys to further improve our services


To enforce compliance with the terms and conditions of use for services provided through our website


To protect the services we provide through our website and our customers, etc.


To verify the identity of customers, etc., when they make a request for their personal information in accordance with this policy


To fulfill our legal obligations (meaning the laws of the country where our facilities are located, including Japanese law)


To administer sweepstakes, prize draws and other promotions


To carry out contractual obligations to parties involved in your travel arrangements (such as travel agencies, tour organizers, your employers, etc.) or external parties (such as credit card companies or airlines)


For purposes of use that have been separately specified or publicly announced to customers, etc.


For record keeping


How we collect information

We collect personal information as specified in "2. Personal Information" in the following ways:


How to collect information directly from customers
Regarding the information described in paragraph 1 of "2. Content of Personal Information," we may collect personal information from you through your booking or use of our accommodations, creation of an account on our website, response to a survey, participation in a lottery or contest, contacting customer service, application for or use of services provided by our company, etc.


Collection from your devices and our network
Regarding the information described in Section 2 of "2. Personal Information Content," when you use our website or other content, we may automatically collect your personal information from your devices using cookies and related technologies.


Collection from other companies
In order to allow customers to use our services comfortably, we may collect personal information of customers, etc. through online services operated by other companies selected by us. We may also collect personal information of customers, etc. from the parties listed below.

  • Travel agencies used by customers, etc.

  • Airlines and other parties that provide transportation to customers

  • Third party card companies used by customers, etc.


Collected from social media
When you voluntarily participate in social media activities or services operated by us, we may collect information about your contact and identity, information about your accommodation and purchases, your behavior on the internet and online, and other information that is included in the content or profile you post on social media.


Handling of information

We will manage personal information entrusted to us by our customers appropriately and carefully, and take measures to prevent its leakage, disputes, etc.
We will take necessary and reasonable safety management measures to prevent the risk of loss, misuse, falsification, and unauthorized access. In addition, when collecting personal information through communication means, we will endeavor to ensure safety by using security technologies such as SSL (Secure Socket Layer) encrypted communication to prepare for interception by third parties during communication.

2. Personal information entrusted to us by customers and others will be managed in accordance with applicable laws.


Disclosure and provision to third parties

In order to improve the quality of our services and to provide convenience to our customers, etc., we may outsource some of the handling of personal information to external companies. In such cases, we will instruct and supervise the outsourced company to ensure that the information is managed appropriately.

2. The Company will not disclose or provide personal information of Customers, etc. to third parties (excluding the joint use described in Article 8) except in the following cases:


When there is consent from the customer, etc.


When disclosure or provision is required by law


When it is necessary for the protection of a person's life, body, or property, and it is difficult to obtain the consent of the customer, etc.


When it is particularly necessary for the improvement of public health or the promotion of healthy child development, and it is difficult to obtain the consent of the customer, etc.


When it is necessary to cooperate with a national government agency, local government, or a person commissioned by them in carrying out duties prescribed by law, and obtaining the individual's consent is likely to impede the performance of said duties.


When disclosing or providing personal information to a business partner within the scope necessary to provide services to the Customer, etc.


When transferring personal information of customers, etc. or the right to manage such personal information as part of the transferred business assets in connection with a business transfer


Cookies and other related technologies

We and other parties may use cookie and related technologies on our websites to measure and improve the functionality of our websites, and to enable us, ad networks, social media companies and other service providers to display advertisements and customized content.
You may consult your internet browser's instructions to find out how to control cookies, including how to block certain cookies for advertising purposes. The cookie settings you select are specific to each website, device and browser, and will be deleted when you clear your browser's cache. Please note that if you reject cookies, you may not be able to use some of the functionality of our website.

2. When you access our website to, for example, reserve an airline ticket or arrange a rental car, you may be redirected from our website to a website managed by a third party (hereinafter referred to as an "external website"). In such cases, with the exception of some websites, the external website is outside the scope of our management responsibility. Therefore, when you directly transmit personal information to an external website that is not within our responsibility, we are not responsible for the collection method of personal information or the privacy policy of that website. If you access such an external website and provide personal information, please check the privacy policy and security policy of that website in advance.


Joint use of personal information

We will jointly use the personal information of our customers, etc. as follows:


Items of personal information to be jointly used
"2. Personal Information"


Scope of parties using the information jointly
Corporations that operate facilities listed on the Tokyu Group website (https://tokyugroup.jp/about/grouplist/), as well as TOKYU HOTELS & RESORTS CO., LTD. and its affiliated companies


Purpose of use of joint users
Purpose of "3. Purpose of Use of Information"


Name of the person responsible for managing user information


Compliance with Laws and Regulations

In order to ensure the protection of personal information, we will comply with personal information-related laws and regulations and related guidelines.


International transfer of personal information

Since we are based in Japan, if you access our website from a country other than Japan, your personal information may be transferred to Japan or another country where our servers or databases are located. We will endeavor to protect your personal information in an appropriate manner, but the laws and protection measures regarding personal information in Japan and other countries may not be as complete as those in the country in which you are located.


Choice of Information

Customers can always choose the types of personal information they provide to us, the methods of receiving (or refusing to receive) communications from us, etc. If you choose not to provide any personal information, you may not be able to use some of the services we can provide.
The Company may contact Customers, etc. based on the personal information provided by Customers, etc. in order to provide them with information about services, events, etc. that may be of interest to Customers, etc. If Customers, etc. refuse to receive such information, etc., or wish to change the method of contact between the Company and Customers, etc., they may change the above content at any time by contacting the contact details set out in Article 16 (hereinafter referred to as "Contact Details").


Retention period

In order to fulfill the purposes described in this Policy, we will retain your personal information for the period deemed necessary based on the following criteria:


Where we have an ongoing business relationship with you and provide you with services (for example, for as long as you have an account with us or you continue to use our services).


When there is a legal obligation that we must comply with


If we have reason to believe that preserving the information is advisable given our legal position (statute of limitations, litigation, regulatory investigations, etc.)


Personal information of minors

We do not sell products or services to minors, and we do not knowingly solicit or collect personal information from individuals under the age of 18.


Respect for the rights of our customers

We respect the rights of our customers, etc., and when a customer, etc. requests disclosure, correction, restriction, or deletion of his/her personal information, or exercise of the right to data portability or objection under laws and regulations, we will verify the identity of the customer, etc., and respond to the request within a reasonable and necessary scope. In addition, if the customer, etc. has previously given consent, the customer, etc. may withdraw his/her consent by contacting us.


For California Residents

Under the California Consumer Privacy Act, customers who reside in the state may make the following requests in accordance with applicable laws. The Company will not unfairly discriminate against customers for making the following requests.


Access right
Customers, etc. may request disclosure of the personal information listed below over the past 12 months by contacting us at the address listed below.

  • The types of personal information and the organizations that collected it

  • Specific Personal Information Collected

  • The business or commercial purpose for collecting or selling the personal information

  • Whether your personal information is sold, and if so, what type of personal information is sold and who the third parties are selling it to

  • The types of personal information shared or disclosed and third party information provided


Right to erasure
Customers, etc. may request that we delete any personal information about them that we hold by contacting us (however, there are certain exceptions).


Do we sell your personal information?
We do not sell personal information of customers to other businesses or third parties. In this policy, "sale" means selling, leasing, publishing, disclosing, disseminating, providing, transferring, or communicating orally, in writing, electronically, or by other means, personal information of consumers from one business to another business or third party in exchange for money or other valuable consideration.
2. Before responding to any request from you, we will verify your identity through appropriate procedures.
When you make a request, if you have an account with us, we will verify your name, account number, and the email address and telephone number associated with your account. If you do not have an account, we will verify your name, the reservation ID number used to reserve an accommodation with us, and the email address and telephone number associated with that reservation. If you are a California resident, you may designate a representative to make a request as described in the preceding paragraph, if necessary. If you make a request on behalf of someone else, please make sure that the authorized agent is identified as an authorized agent and that the agent has the necessary information to complete the identity verification procedure.


Contact point

TEL 03-3477-6567


Changes to our Privacy Policy

We may review this policy from time to time and change it as necessary. If we change this policy, we will take appropriate measures such as publishing the revised policy on TOKYU HOTELS website.


Disclosure request procedure


Identification of the retained personal data subject to disclosure requests
When requesting disclosure, etc., please specify the relevant held personal data. Please note that the following personal information is not subject to disclosure, etc.

① Items that do not fall under the category of retained personal data

  • Data that we have only been entrusted with providing services to and that we have no authority to disclose, etc.

② Information that is not subject to disclosure, etc. under the Personal Information Protection Act

  • Any information whose disclosure may harm the rights or interests of the individual or a third party

  • Information whose disclosure may seriously impede the proper performance of our business

  • Information whose disclosure may violate other laws and regulations

③Other matters stipulated by laws and regulations


Scope of disclosure
The scope of disclosure will be your name, address, our purpose of use, and other information contained in the personal data we hold that has been acquired and is currently in our possession.


〒150-0043 東京都渋谷区道玄坂1丁目10番7号
東急ホテルズ&リゾーツ株式会社「個人情報お問い合わせ窓口」 TEL03-3477-6567


Documents (formats) to be submitted when requesting disclosure
When making a disclosure request by the person himself/herself, please print out the following Application Form A (for the person himself/herself), fill in the required items, have the person himself/herself sign and seal it, enclose Document B for identity verification, and mail it to our "Personal Information Inquiry Desk" mentioned above in 3. If making a request through a representative, please use Application Form A (for the representative).

Please note that application documents must be those specified by our company, and we cannot accept applications in any other format.

Please note that we will not return any documents (including identity verification documents) submitted when requesting disclosure. After responding to your request for disclosure, we will dispose of them in an appropriate manner without delay.

(A) Application form specified by our company

(B) Documents for identity verification
Please enclose a copy of one of the following:

  • driver's license

  • Basic resident register card

  • Family register extract (only necessary information such as address and name)

  • Copy of residence certificate (only necessary information such as address and name)

  • Insurance card for various insurance

  • Nursing care insurance card

  • pension book

  • pension certificate

If the certificate includes your permanent address, please cover the "permanent address" part with a piece of paper, etc. before making a copy.


When requesting disclosure by a representative
If the person making the disclosure request is acting on behalf of the individual, please enclose the documents listed below in addition to the application form (for the agent) above in A and the identity verification document in B.

  • Power of attorney with a registered seal for disclosure of personal data of the person subject to disclosure

  • Seal registration certificate with the seal affixed to the power of attorney (issued within the last three months)

  • Copy of official gazette or family court decision notification (for guardians only)


Fees for disclosure requests and payment methods
①When requesting disclosure or notification of purpose of use


500 yen (tax included) per piece of personal data held

payment method

Please enclose a postal money order for the fee with your application documents.

② In the case of requests for correction, suspension of use, deletion,
If you specify the personal data you hold and request correction, suspension of use, or deletion, there will be no fee.


How we respond to requests for disclosure
We will respond in writing by registered mail to the address you stated on your application form.

If you wish to have the information disclosed by electronic mail or other electromagnetic means in addition to in writing, please indicate this in the application form and also indicate the method of disclosure. However, if such a method requires a large amount of expense or is difficult to disclose, the information will be disclosed by issuing a written document.
Please note that it will take at least two weeks from the start of the disclosure procedure until we respond to you. Please also note that in the event of a busy office or other operational reasons, the response may be delayed even longer.


Non-disclosure of retained personal data
In the following cases, we will not disclose the information. If we decide not to disclose the information, we will notify you and explain the reason. Please note that we will charge a designated fee even if we do not disclose the information.

  • In cases where we cannot confirm that the request is made by the person in question, such as when the address written on the application form, the address written on the document for identity verification, and the address registered with our company do not match.

  • If the authority of representation cannot be confirmed when applying by a representative

  • If there are any deficiencies in the application documents you submitted

  • If the personal information requested for disclosure does not fall under "retained personal data"

  • When there is a risk of harming the life, body, property, or other rights and interests of the person or a third party.

  • In cases where there is a risk of significant hindrance to the proper implementation of our business.

  • In cases where it would violate other laws and regulations.


Purpose of use of personal information acquired in relation to requests for disclosure
The application form, identity verification documents, and other personal information submitted in connection with a disclosure request will be handled only to the extent necessary to respond to the disclosure request, such as to contact the person in question regarding the disclosure request or to confirm any doubts that may arise between us and the person in question.
Once we have responded to your request for disclosure, etc., we will dispose of your submitted identification documents in an appropriate manner without delay.

Name, address, and representative name of the business entity handling personal information




5-6 Nanpeidaicho, Shibuya-ku, Tokyo

Name of representative

Jun Murai