update
[Important] Apology and Warning Regarding Unauthorised Access to the Booking Management System and Suspicious Messages
We would like to express our sincere thanks for your continued patronage of Bar Hotel Hakone Koyama.
TEMAIRAZU Co., Ltd. has announced that unauthorised access by a third party has been confirmed in the ‘TEMAIRAZU’ booking management system used by our facility to manage booking information, and that some guest information may have been viewed or obtained by a third party.
We would like to offer our sincere apologies for the considerable concern and inconvenience this has caused our customers.
[Bookings that may be affected]
Based on the information available at present, we have confirmed that suspicious messages are being sent to customers in relation to some bookings that meet the following criteria.
・Booking date: Bookings confirmed by 21 September 2026
・Date of stay: Bookings for stays on or after 21 September 2026
Please note that, at present, Mehanai Co., Ltd. is continuing to investigate the specific details and scope of the information that may have been viewed or obtained by third parties.
[Please be wary of suspicious messages]
Suspicious messages have been identified in which the senders, posing as accommodation providers or booking sites, use messaging services such as WhatsApp and WeChat, as well as email and SMS, to request the following information.
・Confirmation and finalisation of accommodation bookings
・Re-enter your credit card details
・Urgent payments and money transfers
・Accessing suspicious websites
If you receive a message of this kind, please take particular care to note the following points.
・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 suspicious messages
・Do not make any payments or transfers in accordance with the instructions in the message
We will never suddenly ask you to re-enter your credit card details or make an urgent payment or money transfer via WhatsApp, WeChat, SMS or similar channels.
If you need to verify the details of your booking, please do not reply to any suspicious messages or click on any links contained within them; instead, please contact our establishment or the official customer service department of the booking site through which you made your reservation directly.
[If you have entered your credit card details]
In the unlikely event that you have entered your credit card details or similar information on a suspicious website, please contact your credit card company immediately to check your card transactions and discuss the necessary steps to take.
Furthermore, according to a statement issued by Temairazu Co., Ltd., the ‘TEMAIRAZU’ series does not handle credit card details, and no credit card details are stored within the system.
■ Enquiries regarding this unauthorised access incident
Te-ma-iru Co., Ltd.
Emergency Response Desk
メール：helpdesk@temairazu.com
Notice from Te-ma-i-ru Co., Ltd.:
https://www.temairazu.co.jp/pdf/1206/news-update
Handle-Free Co., Ltd. is currently continuing to investigate the scope of the impact and other aspects of this matter.
Should any new information come to light or should we become aware of any impact on our guests, we will provide updates promptly as necessary.
We would like to reiterate our sincere apologies for the considerable concern and inconvenience this has caused our customers.
