[Important] Beware of suspicious messages
We have confirmed an incident in which some guests who made a Reservation with us have received suspicious messages regarding their Accommodation Reservation.
Temairazu Co., Ltd., the provider of the system we use to manage Accommodation Reservations and related functions, has announced that it detected unauthorized access to its system and that it cannot rule out the possibility that some guest information may have been viewed or obtained by a third party.
Suspicious messages have been reported not only via messaging apps, but also via SMS and email.
These messages may include real information such as your name and the Accommodation name, and may ask you to Check Reservation/confirm your Reservation, re-enter your credit card details, or make an urgent payment. They may also contain a URL link directing you to a malicious phishing (fraudulent) website.
Please note that we will never ask you—via messaging apps, SMS, or email—to re-enter your credit card details or make any urgent payment related to your Reservation.
Please continue to take extra care with the following:
- Do not click (access) any URL links included in the message
- Do not enter credit card details or personal information
- Do not reply to the message
- Do not make any payments or transfers following instructions in the message
If you entered your credit card details on a suspicious website, or if you notice any unauthorized charges, please contact your credit card company immediately.
[Contact for inquiries regarding this matter]
The system provider has set up an emergency help desk for guests.
If you have any questions, please contact “Temairazu Co., Ltd. Emergency Help Desk.”
Following this report, we conducted an investigation into whether there had been any direct unauthorized access to our systems and whether any information had been leaked externally. Based on inquiries with our server provider and Hotel system management company as well as an investigation by a security service company, we confirm that there was no direct unauthorized access to our systems.
We sincerely apologize for the significant concern and inconvenience this may cause.
Thank you for your understanding and cooperation.