This policy explains how Shizuka Ryokan collects, uses, stores and shares your personal information, and the choices you have. We’ve tried to write it to be read. We handle your information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.
Last updated: June 2026.
Information we collect
To take and manage your booking, and to care for you while you’re here, we may collect:
・your name and contact details — email, phone, and postal address;
・your booking and stay details — dates, room, packages, and dining or treatment preferences;
・payment information, handled through our booking and payment providers (we do not store full card numbers on our own systems);
・any health, allergy or dietary information you choose to share, so we can provide treatments and meals safely (see “Health & sensitive information” below);
・information about how you use our website, collected automatically through cookies and analytics.
How we use your information
We use your information to take and manage your reservation; to provide the accommodation, dining, bathing and treatments you’ve booked; to respond to enquiries and process payments and refunds; to keep our property and guests safe; to meet our legal, tax and insurance obligations; and — with your consent — to send you occasional news and offers. We also use website data to understand and improve how our site and services are used.
We only collect what we genuinely need to provide our services to you. You are not obliged to give it, but without it we may be unable to take your booking or provide certain services.
Health & sensitive information
Some treatments and meals require us to know about your health, allergies or dietary needs. Under the Privacy Act this is “sensitive information”. We collect it only with your consent, use it only to provide those services to you safely, and treat it with particular care.
Who we share it with
We do not sell your information. We share it only as needed to run the ryokan — with the third-party systems that manage our accommodation, day-spa and restaurant reservations; with payment processors, to take deposits and settle accounts; with our newsletter provider, if you have subscribed; with the providers who host, secure and help us understand our website; and with authorities or others where we are required or permitted by law. We ask our providers to protect your information and to use it only for the purposes we engage them for.
Some of these providers — for example our newsletter, analytics and website-security services — store information on servers outside Australia, including in the United States. Where this happens, we take reasonable steps to ensure your information is handled consistently with the Australian Privacy Principles.
Cookies & website analytics
Our website uses cookies and similar tools — some essential to how the site works, and others, such as analytics, that help us understand how it is used. You can control or disable cookies through your browser settings. Our forms may also use Google reCAPTCHA to prevent spam, which is subject to Google’s own privacy terms.
Keeping your information safe
We hold your information in secure systems and take reasonable steps to protect it from misuse, loss, and unauthorised access. We keep it only as long as we need it, or as the law requires, and then take steps to destroy or de-identify it. If a data breach occurs that is likely to cause you serious harm, we will notify you and the Office of the Australian Information Commissioner, as required under the Notifiable Data Breaches scheme.
News, offers & your choices
If you have opted in, we may occasionally send you news and offers by email. Every message includes an easy way to unsubscribe, and you can opt out at any time by using that link or by contacting us.
Accessing & correcting your information
You can ask us for a copy of the personal information we hold about you, and ask us to correct it if it is wrong or out of date. Just contact us (below) and we will respond within a reasonable time. In some cases the law allows us to decline a request — if so, we will explain why.
Questions or a complaint
For any privacy question or request, or to make a complaint, please contact our Privacy Officer:
Shizuka Ryokan
7 Lakeside Drive, Hepburn Springs, Victoria 3461
Tel: (03) 5348 2030
Email: info@shizuka.com.au
If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or on 1300 363 992.
Changes to this policy
We may update this policy from time to time. The current version will always be available on this page, with the date it was last updated shown above.