Onsen Privacy Statement

As a boutique retreat and day spa experience, Onsen knows that privacy is important to our guests. We need to collect and process personal information about our guests to deliver products and services and keep them safe, but you can trust us to manage your information with care and respect.

This privacy statement explains what personal information we collect, what we use it for, how we protect it, and your rights to access and correct your information. We may also tell you things about your information at the time we collect it from you, for example in our online forms.

We may update this privacy statement from time to time, to reflect changes to privacy law or our operations. This privacy statement was last updated in May 2025.

Who do we collect personal information from?

We collect personal information from you directly when you book a service, visit us, or interact with us. We also create information about you when we’re delivering services, such as when we generate a booking for you.

However, we do collect some information about you from third parties, where required and usually with your authorisation. We may collect information about you from:

• the travel agent, website or app you use to book an experience with us
• publicly available sources, such as social media platforms or review websites
• other people who book an experience on your behalf, such as a relative or friend
• if you are under 18, your parent or legal guardian

Providing personal information about others

If you provide us with personal information about another person, you must ensure that you tell them you are going to do this and have their consent to do so. If possible, send them a link to this privacy statement, so they know what information we are collecting about them and what we will do with it.

What personal information do we collect?

We may collect the following personal information about you (depending on whether you are the guest booking an experience, or another guest on the booking):

• your full name
• your contact information, including your email address, phone number and where you’re coming from
• information about your booking (though we do not collect or retain credit card numbers)
• information about your preferences, including your treatment preferences and marketing preferences
• information about your health and wellbeing, including medications, injuries or health conditions that might be relevant to your treatment
• CCTV footage when you visit our retreat (for more information about this, see our CCTV Policy)
• recordings of calls made to our reservations line
• information about your use of our website, including your IP address, geographic location, Internet service provider, browser type, operating system, and information collected using cookies (see below for more on this)
• your responses to competitions, promotions or surveys we run from time to time
• information you give us when you interact with us, including in emails or on phone calls
• comments or photographs you post about us on social media platforms (when you’ve tagged us)
• online reviews you post about us

Cookies

We use cookies (text files that are placed on your hard disk by our web server) to manage the way you can interact with our website, and for marketing purposes. You have the ability to accept or decline cookies. Most browsers automatically accept cookies, but you can usually modify your browser settings to decline cookies if you prefer. If you choose to decline cookies, you may not be able to fully experience the interactive features of our website.

What do we use personal information for?

We will use your personal information to:

• deliver the products or services you request from us, in accordance with your stated preferences
• communicate with you about the products or services you request from us
• keep you and our staff safe, and deliver services in a way that meets our obligations under health and safety laws
• with your consent, communicate with you about other products or services we think you might like (see below for more on this)
• target ads about our products or services to you (see below for more on this)
• engage with our community through competitions, promotions and surveys
• with your consent, promote our products and services
• improve our products and services, and guest experiences at our retreat and on our website
• meet our business legal and regulatory obligations

Marketing

We’re proud of our retreat and the services we offer, and we want to let people know about the experiences they could enjoy. However, we respect your choices about receiving communications from us. If you opt in, we will send you emails about experiences we think you would like, competitions, or other promotions. You can opt out of these communications at any time by following the unsubscribe link at the bottom of our emails.

We also use third parties such as Google and Facebook to target our advertising. They use cookies and web beacons to collect information about your activities on our website and other websites to provide you with targeted ads based on your interests. You can opt out of Google’s use of cookies by changing your advertising preferences in your Google account. You can opt out of Facebook’s use of cookies by changing the advertising settings in your Meta accounts.

Who do we share personal information with?

We do not sell or otherwise disclose the personal information we collect about you to any third parties. However, with your consent, we may share photographs you have tagged us in, or reviews you have written about us, on our website or social media platforms.

Booking enquiries

We may share information about your booking with other people on that booking, for example in relation to follow up enquiries before or after an experience has taken place. We will take reasonable steps to verify that a person who has contacted us is or was on the booking. However, we do not collect a lot of personal information about guests, and so this can be difficult to verify. For this reason, if you have specific concerns about your information – such as safety concerns – please let us know when you make your booking, and we will take extra care.

How do we store and protect personal information?

We retain personal information only for as long as it is needed for the purposes set out above, after which time it is securely deleted. Personal information is stored in our electronic systems, which may include cloud-based systems provided by trusted third-party providers, including:

• Microsoft 365 – our data storage and office software provider
• Ibis – our reservations software provider

We will take all reasonable steps to protect the personal information we hold against unauthorised access, modification or disclosure, including ensuring that systems are accessed only by Onsen staff who are authorised and need to access personal information.

How do you access and correct your information, or raise privacy concerns?

You have the right to ask us for a copy of the information we hold about you, to ask us to correct your information if you think it is wrong, or to raise any concerns with us about your information. To make a privacy request, update your information, or tell us about any concerns, please:

• call us on: 0508 UNWIND
• email us at: info@onsen.co.nz – Attn Privacy Officer
• write to us at: 160 Arthurs Point Road, Arthurs Point, Queenstown, New Zealand – Attn Privacy Officer

If we are unable to satisfy your request or resolve your privacy concerns, you have the right to make a complaint to the Office of the Privacy Commissioner, New Zealand. See www.privacy.co.nz for more information.