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

Thank you very much for always using KAMENOI HOTEL.

 

We have recently discovered that there is a possibility that customer personal information may have been leaked to an external party through our reservation management system, "Temairazu."

We sincerely apologize for the great inconvenience and worry we have caused.

 

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 ask that our customers please pay close attention to the following points if they receive any suspicious communications (emails, SMS messages, etc.) claiming to be from our company or accommodation facilities.

 

[Important points to note]

Do not open any URLs or links included in the message.

Do not enter credit card information or personal information.

Do not reply to suspicious messages.

- Do not follow the instructions in the message to make a payment or transfer money.

To check your reservation details, please contact the official customer service of the accommodation facility or the booking website.

 

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

Please note that the system that caused this incident does not handle or store credit card information.

 

[Regarding emails disguised as pre-check-in notifications]

We have received reports 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)

 

[Information that may have been leaked]

Name, phone number, email address, address, fax number, gender, age, company name, reservation information

 

For inquiries regarding this matter, please contact the following office.

Temairazu Co., Ltd.

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

Department in charge: Emergency Response Desk

Email:helpdesk@temairazu.com

 

We sincerely apologize again for causing our customers so much anxiety.