Published on September 28, 2026; updated on October 2, 2026
To all who have booked the Shinsen Wafun service
An suspicious message containing the name of this hotel and information about reservations has been received by some of our customers. We sincerely apologize for the inconvenience caused. To protect your valuable information, please review the following information.
■ First, please give me this.
If you receive any suspicious message, please do the following:
- Do not open the link (URL).
- Please do not enter card information or personal information.
- Do not reply or make any payments or transfers.
- If you would like to confirm the details of your reservation, please do not use the contact information provided in the message, but contact the official support desk of the hotel or the booking site you booked with.
■ We do not ask you to do anything from our hotel.
- Our hotel does not ask you to enter your card information or personal information via messaging apps (such as WhatsApp) or SMS.
- We will never contact you to cancel a reservation without having received any input. Your reservation will not be canceled due to a lack of response to our message. Please rest assured.
■ Please be aware of such messages
- They claim to be from the hotel's reservation department or something like that.
- It arrives via message app, email, and SMS.
- There may be information about your reservation, such as the dates of your stay.
- They say, "I don't have enough information," "I need to confirm the reservation," etc., and ask you to re-enter your card information or make a payment.
- Redirecting to external sites or input forms
■ If you have entered it
- Please contact your credit card company immediately.
- In addition, please inform the hotel in advance.
■ Background to the current situation
At this hotel, we use the hassle-free reservation management system "TEMAIRAZU" from the company to manage reservations. On September 28, 2026, the company announced that there had been unauthorized access to this system from the outside.
The points of the company's announcement are as follows:
- There is no way to rule out the possibility that some information about the guests staying at the hotel could have been seen or obtained by a third party.
- We are continuing to investigate this suspicious message as it may be caused by this unauthorized access.
- Measures to address the cause have already been completed.
- The company's system does not handle credit card information and does not store it.
For more information, please see the announcement from Hemareno Inc. "Apology and Notice Regarding Suspicious Messages and Unauthorized Access to Our System" (September 28, 2026) https://www.temairazu.co.jp/pdf/1206/news-update
The hotel is working with the company to resolve the issue. If there is any further information, we will post it on this page.
■ Contact information
Your reservation details and any questions regarding this matter
Facility name 〒656-1721 Tel: 0799-64-9800 Email:senshin.waho@pasona-hrhub.co.jp
Regarding unauthorized access to the reservation management system
Unnecessary Effort Co., Ltd. Emergency Help Desk Email:helpdesk@temairazu.com