1. Who we are

Oku Cabins Madarao is operated by Oku Madarao LLC ("Oku Cabins", "we", "us"), 1101-91 Tarumoto-hei, Myoko, Niigata Prefecture, Japan. Oku Cabins is licensed under Japan's Inns and Hotels Act (旅館業法). Our representative is [name].

This policy explains how we collect, use and look after personal information when you:

• visit our website, staymadarao.com

• book a stay with us, directly or through a booking partner

• complete our pre-arrival guest registration form or use our digital guest guide (provided through Touch Stay)

• contact us by email, message or phone

We handle personal information in line with Japan's Act on the Protection of Personal Information (APPI) and, where they apply to you, the privacy laws of the country you live in.

Questions about this policy can go to hello@staymadarao.com.

2. Information we collect

Guest registration (before or at check-in)

Japanese law requires every licensed accommodation provider to keep a guest register. For each guest we record:

• full name, address and occupation

• dates of stay

• for guests without an address in Japan: nationality, passport number and a copy of the passport photo page

We usually collect this through a secure online registration form before you arrive, so check-in is quick.

Booking and stay details

• name, email address and phone number of the person booking

• number of adults and children in your group

• arrival time, transport plans and special requests you choose to share (for example, cot needed or dietary notes for local recommendations)

• payment details — card payments are processed by our payment provider, Stripe; we do not see or store your full card number

Marketing preferences

• whether you've agreed to hear from us about future seasons and offers

Website and guest guide use

• basic technical information such as browser type, device and pages visited, collected through cookies and similar tools (see section 10)

We don't ask for sensitive information such as health details. If you choose to tell us something like an allergy or mobility need so we can help, we'll use it only for that purpose.

3. How we use your information

We use personal information only for the purposes below:

• To meet our legal obligations — keeping the guest register and passport copies required under Japan's Inns and Hotels Act, and producing them if police or public health authorities lawfully request them

• To manage your booking and stay — confirming reservations, taking payment, preparing your cabin, sending arrival information and giving you access to our guest guide

• To look after you during your stay — answering questions, helping with transport or local bookings you ask for, and contacting you or your emergency contact if something goes wrong

• To run our business — accounting, tax records, resolving disputes and improving our service

• To send you marketing, only if you've agreed (see section 4)

We won't use your information for a new purpose that is unrelated to these without telling you first and, where required, asking for your consent.

4. Marketing and your consent

Our registration form includes an optional tick-box asking whether you'd like to hear from us. If you tick it, we may email you about next season's dates, early-access booking offers and news from Oku Cabins and Madarao.

• Saying no has no effect on your booking or stay.

• You can unsubscribe at any time using the link in any email, or by contacting us.

• If you booked through a third-party booking platform, we won't use the details they pass to us for marketing unless you give us your consent directly.

• We never sell your personal information or share it with other businesses for their own marketing.

5. Who we share it with

We share personal information only where needed to run your stay, and only with organisations bound to protect it. We use these service providers:

• Touch Stay: our digital guest guide and online registration form. Handles registration details, contact details, stay dates and marketing preferences.

• Preno: our booking and property management system. Handles booking and contact details and stay dates.

• Stripe: card payment processing. Handles payment details, name and email.

• Google Workspace: email and document storage. Handles correspondence and booking records.

We may also share information with:

• Booking partners such as Mountain Watch, where you booked through them, so we can confirm and manage your reservation

• Our accountants and professional advisers, for tax and legal compliance

• Japanese government authorities, such as police or public health officials, when the law requires us to produce the guest register or otherwise disclose information

• Emergency services, if needed to protect someone's life, health or safety

The business that runs Oku Cabins is owned by Rhosa Holdings Pty Ltd, an Australian company. Its directors may access booking records to manage the business, under the same protections set out in this policy.

6. Information stored outside Japan

Some of our service providers store or process information outside Japan, and our business is also managed partly from Australia, where our parent company is based.

When information leaves Japan, we choose providers that maintain security and privacy standards consistent with the APPI, and we rely on their contractual commitments to protect it. Privacy protections differ between countries. You can find information on each country's data protection system on the website of Japan's Personal Information Protection Commission, or ask us and we'll provide it.

By completing our registration form, you consent to your information being transferred to these countries for the purposes in this policy.

7. How long we keep it, and how we protect it

We keep personal information only as long as we need it or the law requires:

• Guest register, including passport copies: 3 years from the end of your stay, as required by Japanese law.

• Booking, payment and accounting records: as long as Japanese tax law requires.

• Marketing consent and email address: until you unsubscribe or ask us to delete it.

• Other correspondence and stay notes: up to 3 years after your last stay.

After that, we securely delete or anonymise it.

To protect your information we:

• use reputable providers with encrypted connections and access controls

• limit access to the people who need it to run your stay

• never ask you to send passport images by open email — please use the secure registration form

• review our providers and settings each season

No system is completely secure. If a data breach is likely to cause you serious harm, we'll tell you and report it to the relevant regulator as the law requires.

8. Your rights

You can ask us to:

• tell you what personal information we hold about you and how we use it

• give you a copy of it

• correct anything that's inaccurate or out of date

• stop using it or delete it, where we no longer need it or are using it improperly

• stop sending you marketing

Email hello@staymadarao.com with your request. We'll confirm your identity, then respond within a reasonable time, usually 30 days. We can't delete guest register records before the legally required 3 years have passed.

If you're unhappy with how we've handled your information, please contact us first so we can put it right. You can also complain to Japan's Personal Information Protection Commission (ppc.go.jp) or, if you live in Australia, the Office of the Australian Information Commissioner (oaic.gov.au).

9. Children

Japanese law requires us to register every guest, including children. We collect children's details only from their parent or guardian, and only for the purposes in this policy. We don't send marketing to children.

10. Cookies

Our website and guest guide use cookies to make them work properly and to understand, in general terms, how visitors use them. You can block or delete cookies in your browser settings, though some features may not work as well.

11. Changes to this policy

We may update this policy from time to time, for example when we change providers or the law changes. The latest version will always be on our website, with the date it was last updated.

12. Contact us

Oku Madarao LLC 1101-91 Tarumoto-hei, Myoko, Niigata Prefecture, Japan (新潟県妙高市樽本丙1101-91) hello@staymadarao.com

Last updated: 27 September 2026.