【October 6, 2026】Information Update / Additional Details
Following our notice issued on September 29 regarding suspicious messages (phishing) impersonating our hotel, we have received further information from our reservation system provider, TEMAIRAZU, Inc., which manages the reservation system used by our hotel, regarding the unauthorized access identified within its system.
Please review the additional details recently announced by our reservation system provider below.
Please note that our hotel will never ask you to change or cancel your accommodation reservation via a message or email, or ask you to enter your credit card information.
In addition, your accommodation reservation will not be automatically cancelled.
If you have entered your credit card information or other personal information on a suspicious website, please contact your credit card company immediately.
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We have confirmed that suspicious messages and emails related to hotel reservations are still being sent to guests, requesting them to enter credit card information or make payments.
Initially, phishing messages requesting payment via WhatsApp were identified. More recently, we have also confirmed cases in which fraudulent emails are being sent on the day before or the day of a guest’s scheduled stay, impersonating the hotel and requesting the guest to make a credit card payment.
■ Examples of Suspicious Messages
If you receive any of the following types of messages related to your hotel reservation via WhatsApp or other social media/messaging services, email, SMS, or similar channels, please exercise extreme caution.
・Requesting you to enter or re-enter your credit card information under the pretext of confirming or securing your reservation
・Requesting an urgent payment under the pretext of securing your room
・Claiming that your reservation has been cancelled and requesting you to complete the booking process or make another payment
・Requesting an additional payment before arrival under the pretext of shortening the check-in process at the front desk
・Requesting you to enter credit card or personal information, or to make a payment or money transfer, in connection with your hotel reservation
If you receive a suspicious message or email, please take the following precautions:
・Do not open any URLs or links contained in the message
・Do not enter your credit card or personal information
・Do not reply to suspicious messages
・Do not make any payment or money transfer as instructed in the message
・If you wish to confirm your reservation, please contact the hotel or the official customer service/contact point of the booking website through which you made your reservation
Please note that your hotel reservation will not be automatically cancelled as a result of this matter.
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【Published on September 29, 2026】
Thank you for your continued patronage of Nikko Style Niseko HANAZONO.
We have been informed by Temairazu, Inc., the third-party provider of the reservation management system used by our hotel, that unauthorized access to its system has been detected. As a result, the possibility that some guest information may have been viewed or obtained by an unauthorized third party cannot be ruled out. We sincerely apologize for the significant concern and inconvenience this may cause our guests.
According to Temairazu, Inc., the unauthorized access was detected on Monday, September 21, 2026. The company has informed us that it immediately took measures to prevent further impact, identified the cause of the unauthorized access, and completed the necessary countermeasures.
According to Temairazu, Inc., the details of the incident are still under investigation. At this stage, there is a possibility that some reservation information (excluding credit card information) may have been subject to unauthorized access. This may affect guests whose reservations with our hotel were completed by September 21, 2026, for stays commencing on or after September 21, 2026.
We have also confirmed cases in which some of our guests have received messages via messaging applications such as WhatsApp, as well as by email, attempting to direct them to malicious phishing websites. We have requested that Temairazu, Inc., the reservation system provider concerned, conduct an urgent investigation into these incidents.
Please note that our hotel will never contact guests directly via messaging applications regarding their reservations. We will also never use such messages to request changes or cancellations to reservations or ask guests to enter their credit card information.
If you receive a suspicious message via a messaging application such as WhatsApp or WeChat, email, or SMS in connection with your reservation, particularly one asking you to confirm or finalize your reservation, re-enter your credit card information, or make an urgent payment, please take the following precautions:
• Do not open any URLs or links contained 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 transfer funds as instructed in the message.
• If you wish to confirm your reservation details, please contact the hotel directly or the official customer service channel of the booking platform through which you made your reservation.
If you have entered your credit card details or other sensitive information on a suspicious website, please contact your credit card issuer immediately.
We once again sincerely apologize for the significant concern and inconvenience this matter may cause our guests.
For inquiries regarding this incident:
Temairazu, Inc. website:
https://www.temairazu.co.jp/
For inquiries regarding reservations:
◆ Guests who booked through the hotel’s official website:
Nikko Style Niseko HANAZONO
Main Tel: +81-136-55-6110
◆ Guests who booked through an Online Travel Agency (OTA):
Please contact the relevant OTA directly.
