Second Report | [Important] Apology and Warning Regarding the Possible Leakage of Customer Personal Information

Thank you very much for always using KAMENOI HOTEL.

 

We have confirmed that a third-party fraudulent Access has occurred regarding the reservation management system "TEMAIRAZU" operated by Hassle Inc.

This incident has confirmed that we cannot rule out the possibility that some of the information regarding accommodation reservations may have been viewed or obtained from an external source.

 

This system is used by numerous hotel operators, including Iconia Hospitality, for their accommodations. Therefore, the affected information includes reservations for accommodations at facilities operated by Iconia Hospitality.

 

We sincerely apologize to our guests for the great concern and inconvenience this has caused.

 

For more details about this incident, please refer to the following page.

First report: https://www.temairazu.co.jp/pdf/1206/news-update

Second report: https://www.temairazu.co.jp/pdf/1210/news-update

 

<Regarding information that may have been viewed or obtained by a third party>

Based on what we have been able to confirm so far, we have found instances where suspicious messages have been sent to the reservation holders for some reservations that meet all of the following conditions.

 

・Reservation date: Reservations made by September 21, 2026

• Accommodation date: Reservations for stays on or after September 21, 2026

*We have not confirmed that any suspicious messages have been sent for all reservations that meet the above conditions.

 

The following information may have been viewed or obtained by a third party:

 

• Name of the guest

·telephone number

·email address

• Name of accommodation

Accommodation dates

Accommodation fees

 

*Please note that "TEMAIRAZU" does not store credit card information or login information for hotel booking websites.

 

<A request to those who have made a reservation>

Please be extremely careful of suspicious messages that impersonate accommodations or booking websites. In particular, pay attention to the following:

 

・Those requesting Access to external sites for reasons such as reservation confirmation or early check-in

- Requests for payment on the grounds of maintaining a reservation, etc.

- Requests for credit card information or personal information.

- These messages incite anxiety by saying things like, "You need to take action immediately," and demand prompt action.

 

If you receive a suspicious message, please do not open any URLs or links provided, and do not reply, enter personal information or credit card information, or make any payments.

If you have any concerns regarding your reservation or payment, please do not use the contact information provided in the message. Instead, please contact the official support desk of the accommodation you booked or the booking website.

If you accidentally enter your credit card information on a suspicious website, please contact your card issuer immediately.

 

Additionally, we have confirmed the existence of suspicious emails disguised as pre-check-in notifications.

The official email address used by our group to send you advance online check-in instructions is as follows:

 

Official sender address: no-reply@tap-ap.com

For any suspicious emails received from addresses other than those listed above, please do not open any links in the email body and delete them immediately.

 

Additionally, the following hotels within our group offer advance check-in:

 

Art Hotel Kashima Central

Phoenix Seagaia Resort

Hotel New Akao

Hotel Mystays Premier Akasaka

Hotel Mystays Haneda

Hotel Mystays Miyazaki

Hotel Mystays Gotanda Ekimae

Hotel Mystays Maihama

Mystays Shin-Urayasu Conference Center

・ KAMENOI HOTEL ATAMI ANNEX

・Tateshina Grand Hotel Takinoyu

- Art Hotel Hirosaki City (scheduled to be introduced in November)

・ KAMENOI HOTEL BEPPU (scheduled to be introduced in December)

 

If we discover any new facts regarding this matter in the future, we will inform you through our website and other channels as needed.

Once again, both companies sincerely apologize for the great concern and inconvenience caused to our guests who have made reservations.

 

For further inquiries regarding this matter, please contact the emergency help desk listed below.

 

<Contact Information>

Temairazu Co., Ltd.: Ebisu NR Building 7F, 1-21-3 Ebisu, Shibuya-ku, Tokyo

Emergency Help Desk

helpdesk@temairazu.com