[Important Notice] Unauthorized Access to the Reservation Management System Used by Our Hotel

 We would like to provide an update regarding our previous announcement on September 25, 2026, titled “Warning Regarding Suspicious Emails and WhatsApp Messages Impersonating Our Hotel.”

We have confirmed unauthorized access by a third party to “TEMAIRAZU” (Temairazu, Inc.), the reservation management system connecting our hotel with various booking platforms. Due to this incident, there is a possibility that information provided by guests for hotel reservation may have been accessed or obtained by an unauthorized third party.

We deeply apologize for any concern or anxiety this incident may have caused.

Details of the Incident

(1) Information Potentially Exposed (Based on Information Available to Date)

① Affected Reservations:

• Reservations made on or before September 21, 2026, for stays on or after September 21, 2026.

② Information That May Have Been Exposed:

• Guest name
• Phone number
• Email address
• Reservation number
• Check-in date
• Check-out date
• Accommodation name
• *Please note that no credit card information was compromised by this unauthorized access.

(2) Delivery of Suspicious Messages via Messaging Apps

Since late night on Monday, September 21, 2026, suspicious messages impersonating our hotel have been sent to some guests via messaging apps such as WhatsApp and WeChat, as well as via email and SMS. We have confirmed that these messages urge guests to confirm reservations, re-enter credit card information, or make urgent payments, and direct them to fraudulent websites.

(3) Current Situation

Temairazu, Inc. has informed us that it identified the root cause and implemented security measures to prevent further intrusion. The reservation management system is currently operating normally. Your reservation remains fully valid, and there will be no impact on your check-in/check-out procedures or the services provided during your stay. We will not cancel your reservation, and you can stay with us as planned.

Important Precautions for Our Guests

For your security, we kindly ask you to keep the following points in mind:

(1) Our official communications regarding your reservation are limited to the following channels. We will not contact you by any other means:

① The messaging function of the booking platform used for your reservation

② Email: info@hamachohotel.jp (Our official email address)

③ Phone: +81-3-5643-1811 (Our official phone number)

(2) We will NEVER request credit card information via external apps, SMS or phone.

Our hotel and the booking platforms will never ask you to provide or re-enter your credit card details via external messaging apps (such as WhatsApp or WeChat), SMS, or phone calls.

(3) We do not request sudden payments or bank transfers outside the reservation process.

We will never ask for sudden bank transfers or direct you to alternative payment websites outside of the payment method you have selected at the time of booking.

(4) If you receive a suspicious message, please:

• Do not open any URLs or links in the message.
• Do not enter your credit card details or personal information.
• Do not reply to the message.
• Do not make any payments or transfers as instructed in the message.

If you are unsure about the authenticity of a message, do not click on any links; instead, please contact the customer support of your booking platform or our hotel directly.

(5) Actions to take if you have responded to a suspicious message:

If you have already contacted the sender or provided any information, we recommend the following steps to prevent potential fraud:

• Change the passwords for related services, including the booking platform you used.
• Check your credit card statements for any unauthorized charges.
• If you have entered your credit card information on a suspicious website, please contact your credit card issuer promptly.
• If you have made a money transfer or bank deposit, please consult your financial institution immediately.

If you have any further concerns, please feel free to contact our hotel.

Any new information will be promptly posted on our official website. We appreciate your patience and understanding.

We sincerely apologize once again for the concern and anxiety this incident has caused our guests. We are currently working closely with relevant parties and will continue to take all necessary measures to protect our guests’ information and prevent further incidents.

HAMACHO HOTEL