Important Notice Regarding Fraudulent Messages Targeting Hotel and Ryokan Guests

We have received numerous reports that guests who have made reservations at hotels and ryokan in Japan are receiving fraudulent emails, WhatsApp messages, and other communications containing their reservation information and asking them to enter their credit card details.

These messages may ask guests to confirm their reservation or contain statements such as:

• “Please enter your credit card information to complete your reservation.”
• “Your reservation may be cancelled. Please complete the necessary procedure using the link below.”

Because these fraudulent messages appear to be based on actual reservation information, they may contain correct details such as your actual stay dates.

Kanaguya does not send messages of this kind. If you receive such a message, please do not enter your credit card information, click or open any links, or follow any instructions contained in the message.

If you have already entered your credit card information on a suspicious website or through a fraudulent message, please contact your credit card company immediately.

We sincerely apologize for the concern and inconvenience this situation may cause.

About the Possible Source of the Information Leak

We have been informed that this incident was not caused by unauthorized access to Kanaguya’s own systems.

According to information we have received, there may have been unauthorized access to a company that provides a “site controller” reservation management system, which consolidates reservation information from multiple online booking sites used by accommodation providers.

Temairazu, a major reservation management system provider, has published the following notice regarding this incident:

Notice from Temairazu

Temairazu has confirmed the possibility that customers’ personal information may have been leaked to an external party. We sincerely apologize for the significant inconvenience and concern this may cause.

Based on the information confirmed at this time, suspicious messages have been sent to some guests whose reservations meet all of the following conditions:

• Reservation made on or before September 21, 2026
• Stay date on or after September 21, 2026

If you receive any suspicious communication (including email or SMS) claiming to be from our company or an accommodation provider, please take the following precautions:

Please be careful not to:

• Open any URL or link contained in the message
• Enter credit card or personal information
• Reply to suspicious messages
• Make any payment or transfer money according to instructions in the message
• Use links in suspicious messages to confirm your reservation

If you wish to confirm your reservation details, please contact the accommodation provider you booked or the official customer service channel of the booking website you used.

If you have entered credit card information or other details on a suspicious website, please contact your credit card company immediately.

Please note that the system involved in this incident does not process or store credit card information.

For further information, please see the official announcement from Temairazu:

Temairazu — Official Notice

Regarding Reservations at Kanaguya

Kanaguya uses the Temairazu reservation management system for reservations made through the following four booking channels:

• Kanaguya Official Website
• Rakuten Travel
• Jalan
• Yukoyuko

At this time, it has not been determined exactly which items of reservation information may have been exposed.

However, the reservation information held by Temairazu does not include guests’ credit card information, booking-site account IDs, or passwords.

According to Temairazu, the unauthorized access occurred on September 21, 2026. Access was promptly blocked, security measures were strengthened, and the system has been operating normally since then. Temairazu has stated that reservation information received after September 21 is protected.

Nevertheless, if you receive an email, WhatsApp message, SMS, or other communication whose authenticity you are unsure about, please contact Kanaguya directly before taking any action.

We will provide further updates if any new information becomes available.

We sincerely apologize for the concern this situation may cause and thank you for your understanding and cooperation.

Rekishinoyado Kanaguya