Hotel Indigo Hakone Gora



Hotel Indigo Hakone Gora is careful to provide our clientele with trustworthy and comfortable services that are founded on reassurance and reliability so that we can:
・provide the setting for a fulfilling stay,
・always be a familiar presence on your travels, and
・help the world’s travelers seek out dreams and excitement.
At the Hotel Indigo Hakone Gora, our customers’ personal information is essential to providing sufficiently satisfactory services. We also know that the information we receive from customers is very important. That’s why we take meticulous care when handling that information.

To reassure the customers of Hotel Indigo Hakone Gora and win their trust, executive and employees undergo thorough training on the laws, regulations and company rules that concern personal information, while we furthermore strive to manage our customers’ personal information properly and make a maximum effort to use it appropriately.

1. Definition of Personal Information 

The term “personal information” as used in this Privacy Policy refers to the following information about a living individual 

・Information that can be used to identify a specific individual by name, date of birth, or other description, etc., contained in the information 
・Information that contains a personal identification code.

2. Scope of Policy’s Application

This Privacy Policy applies to customer information—whether in spoken or written form, in electronic recordings, or in any other format—which the Hotel Indigo Hakone Gora (hereinafter the “Hotel”) obtains when a customer uses the Hotel’s services or products.

3. Acquisition of Personal Information

Appropriate and fair means are used to obtain customers’ personal information. Unless within the scope required by other rules of the Hotel, laws or regulations, the customer bears no obligation to provide the Hotel with personal information, and a choice to not provide said information shall not impede the customer’s purchase of products or services from the Hotel.

4. Purpose of Using Personal Information

Personal information of the customer shall be obtained by proper and fair means. 

You are under no obligation to provide personal information to the Hotel, except to the extent required by other provisions of the Hotel or by law, and if you choose not to provide it, this shall not prevent you from purchasing goods or services from the Hotel. 

・Reservations and various services for accommodations, banquets, and restaurants at the Hotel as well as the guests’ safety.

・ Reservations for accommodations through the IHG ANA Hotel Reservation Center.

・Provision, and management of services, products, events, and campaigns handled by the Hotel.

・Conducting surveys regarding, among other things, hotel services and products.

・Development of new services and products to be provided by the Hotel.

・All tasks incidental or related to the items mentioned above.

・Communications about the products and services provided by the Hotel.

・Providing various information and introduction of services, products, events, and campaigns sponsored by business partners.

・Responding to inquiries, requests, and the like.


5. Disclosure and Provision to Third Parties

The hotel will not disclose or provide personal information to third parties except in the following cases. In the case of joint use or provision to a subcontractor, it does not constitute disclosure or provision to a third party. 

The Company shall exercise appropriate supervision over subcontractors, such as by concluding contracts with them regarding the handling of personal information. 

・When there is the consent of the customer himself/herself.
・When disclosure or provision of personal information is required by law. 
・When it is necessary for the protection of the life, body, or property of an individual and it is difficult to obtain the consent of the customer. 
・When it is necessary to cooperate with a national or local government in the execution of its official duties, obtaining the customer’s consent may impede the execution of those duties. 
・When we notify the customer of the following information in advance or keep the information readily accessible to the customer, and when we stop providing the information to a third party at the request of the customer.


In case of joint use 

The Hotel will share the customer’s personal information as follows

(1) Items of personal information to be shared

 All personal information of the customer, unless otherwise requested by the customer.

(2)Scope of joint use

    For the purpose of providing services related to the business of Hotel Indigo Hakone Gora and IHG, and improving the Company’s products and services (3) Joint use of personal information

(3) Purpose of use by persons with whom information is shared

 Same as 4. above.

(4)Name or title of the person responsible for the management of such personal data

 Hotel Indigo Hakone Gora


Statistical information (data obtained by extracting items pertaining to shared elements from the information of multiple persons and aggregating them by the same classification, and which quantitatively grasps the trends or characteristics of a group, etc.) (2) When disclosed or provided in the following cases.



The hotel, as part of its services to guests, may receive information from a third party that identifies the name of the guest in question, and may disclose or provide such information in the following cases. In the event that the hotel receives a telephone or verbal inquiry from a third party as part of its services to a guest, the hotel will answer by telephone or verbally whether or not the guest is staying at the hotel; and II. If we receive a request to take care of a message or luggage, we will take care of and guide the guest. 


If a guest makes a request at the time of reservation or check-in, we will stop providing personal information to third parties related to the above services. 


In the case of creating anonymous processed information (information on individuals obtained by processing personal information so that specific individuals cannot be identified through measures prescribed by law, and such personal information cannot be restored), the following actions will be taken.


(1)Appropriate processing shall be performed in accordance with the standards prescribed by laws and regulations. 

(2)Take security control measures to prevent the leakage of information related to the deleted information and the processing method, in accordance with the standards prescribed by law. 

(3)Disclose the items of information contained in the anonymized processed information that has been created. 

(4)not take any action to identify the individual whose personal information was the source of the creation. 


When providing anonymized processed information to a third party, the Hotel shall publicly announce the items of information regarding individuals included in the anonymized processed information to be provided and the method of provision, and clearly indicate to the third party to whom the information is provided that the information is anonymized processed information.

6. Management of Personal Information

The Hotel takes utmost care to properly manage customers’ personal information and to prevent exposure, loss, tampering and the like. Executives and employees undergo in-house training on the protection and proper handling of customers’ personal information. In addition, the time period during which the Hotel stores personal information is stipulated elsewhere according to the purpose of use, and the Hotel uses appropriate methods to dispose of the information after the said time period expires.

7. Use of Access Analysis Tools

(1) Use of Cookies

This website may use information collected from pages viewed by customers using cookies which may be used in combination with information that identifies you as an individual and may be used as the customer’s information. This information will be used within the scope described in the “Purpose of Use of Personal Information” section. Depending on the browser that you use, you can change the settings to disable the cookie function; however, as a result, you may not be able to use all or a part of the services on this website.

(2) Use of Google Analytics Tool


This website uses Google Analytics, an access analysis tool, to track the usage status of the website. Google Analytics uses cookies to collect the website’s usage trends without identifying individual users, and the information collected is managed in accordance with Google’s Privacy Policy.


For more information, please check the following websites related to Google.


・Google Analytics

・Google Analytics Terms of Service

・Google’s use of information collected from sites and apps that use Google’s services

Further, our Company will have no liability for any damage attributable to the use of the Google Analytics services.


In addition, this website collects data from Google signals. With Google Signals, Google Analytics collects visit data and correlates it to the logged-in user’s Google account information in circumstances that are not personally identifiable (only if the customer has consented to an association for the purpose of customizing the ads in the ad settings of his or her Google account).

8. Disclosures, Correction, Deletion, Addition, Termination of Use, Erasure

If a customer requests in a prescribed manner for I. disclosure, II. correction, deletion, addition, or III. suspension of use or deletion of personal data held by the hotel, the hotel will take the following actions within a reasonable period and scope after confirming the identity of the requesting party. We will take the following actions within a reasonable period of time and to a reasonable extent. However, the hotel may refuse all or part of the request if there is a risk of harm to the life, health, or property of the person in question or a third party, if it would cause significant hindrance to the hotel’s business operations, or if it would violate other laws or regulations. 

・We will respond to your request for disclosure. 
・If we find that the requested personal information is not true or that the handling of the personal information is not appropriate, we will correct, delete, or add to the information without delay. 
・If we find that a violation of this Privacy Policy has occurred, we will stop using the information or delete it. However, please note that suspension of use or deletion may make it impossible to provide services that meet your request.

9. Request Methods and Inquiries Concerning Disclosure, etc.

Inquiries concerning requests described in the preceding paragraph on customers’ personal information in the Hotel’s possession and inquiries concerning other personal information shall be made via the methods provided below. Note that confirmation of reservations and usage of Hotel accommodations, banquet rooms and restaurants should be directed to the appropriate hotel reception desk, as such confirmations are available free of charge. However, please note in advance that the Hotel will refuse to provide any of these confirmations if we cannot verify that the requester is the customer (or we verify from the content of the request that the requester is acting in place of the customer).

9.1 Reception Desks
The Hotel shall receive requests for disclosure, correction, deletion, addition, termination of use/erasure or notification of purpose of use by appending the required documentation to the prescribed request form and sending both in the post to the address below.

Personal Information Consultation Desk

Hotel Indigo Hakone Gora
924-1 Kiga, Hakone-Machi Ashigarashimo Gun, Hakone, Kanagawa, Japan

The IHG® One Rewards is a service program operated by the InterContinental Hotels Group. Changes can be made to membership information on the IHG® One Rewards website or at the IHG® One Rewards Service Center.

The IHG® One Rewards is a service program operated by the InterContinental Hotels Group. Changes can be made to membership information on the IHG® One Rewards website or at the IHG® One Rewards Service Center.

IHG® One Reward Service Center

Phone: 1-888-211-9874

Business hours: 9:00am-6:00pm (except Saturdays, Sundays, and holidays)

9.2 Documents to Submit for Disclosure
When making a “Request to Disclose” or other such request, fill in all the prescribed items in the request form (A) and mail it, along with a copy of proof of personal identification (B), in the same envelope. If there are incomplete items, note in advance that we will be unable to comply with a disclosure request. Please download your request form here or request one from the Hotel.

(A)Prescribed Application Form
Request to Disclose Personal Data Possessed by Hotel Indigo Hakone Gora [DOWNLOAD]
Request to Change Personal Data Possessed by Hotel Indigo Hakone Gora [DOWNLOAD]
Request to Terminate Usage of Personal Data Possessed by Hotel Indigo Hakone Gora [DOWNLOAD]
Request for Notification on Purpose of Use of Personal Data Possessed by Hotel Indigo Hakone Gora [DOWNLOAD]
(B)Documents to Verify Identity of Personal Information Owner or Proxy

<If you are the owner>
Copies of two of any of the following: driver’s license, passport, health insurance card, basic resident register card with photo, identification booklet for the physically challenged, pension handbook, Residence Card with photo, seal registration certificate
<If you are the proxy>
Letter of proxy, identification of the proxy
* Copies of two of any of the following belonging to the proxy: driver’s license, passport, health insurance card, basic resident register card with photo, pension handbook, identification booklet for the physically challenged, Residence Card with photo, seal registration certificate

9.3 Handling Charges
A payment of a handling charge of 500 yen (including tax) shall be paid for each disclosure request.

10. Application of and Changes to the Privacy Policy

This Privacy Policy explains how the Hotel handles customers’ personal information and presumes that customers who use the Hotel’s services and products fully understand the content of this Privacy Policy and provide their consent. Note that the Hotel may make changes to this Privacy Policy at any time.

Revised 01 June, 2023
Hotel Indigo Hakone Gora
GHS Hakone K.K.




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    *As per announcement, the spa service will be terminated by the end of December, due to the closure of spa area. Please be aware that we may not be able to accommodate your reservation depending on availability. Thank you for your corporation.
    *Please contact our spa by telephone if you wish to book a treatment in December.

    CONTACT 0460-83-8310