Temairazu, Inc., the operator of the TEMAIRAZU reservation management system used by our ryokan, has announced that unauthorized access to its system by a third party has been confirmed.
According to the company’s announcement, it cannot rule out the possibility that some guest information may have been viewed or obtained by an unauthorized third party. The company is continuing to investigate the extent of the impact.
We sincerely apologize for the considerable concern and inconvenience this situation has caused our guests and all other parties concerned.
The information currently available and the precautions we ask our guests to take are outlined below.
1. Background and Current Status
Beginning late at night on Monday, September 21, 2026, multiple accommodation properties using TEMAIRAZU reported that guests with reservations had received suspicious messages.
Following an investigation by Temairazu, Inc., unauthorized access to the company’s system was confirmed.
Based on the investigation conducted to date, the company believes that the suspicious messages may be connected to the unauthorized access. However, the relationship between the two and the extent of the impact remain under investigation.
Temairazu, Inc. has identified and addressed the cause of the unauthorized access and has implemented additional security measures. Functions that were temporarily suspended have also been restored after the necessary safeguards were put in place. We have been informed that TEMAIRAZU is currently operating normally.
2. Possible Impact on Guest Information
According to Temairazu, Inc., it cannot rule out the possibility that some guest information may have been viewed or obtained by an unauthorized third party. The company is continuing to investigate which guests and what information may have been affected.
Temairazu, Inc. has also stated that it does not handle or retain credit card information.
Should any further information requiring notification become available, we will provide an update promptly through our official website and other appropriate channels.
3. Precautions Regarding Suspicious Messages and Emails
Suspicious messages containing what appears to be information about guests’ reservations have been sent through WhatsApp, WeChat, email, SMS, and other messaging services. These messages may ask recipients to confirm or finalize their reservations, re-enter their credit card details, or make an urgent payment.
Naoshima Ryokan ROKA will never ask you to re-enter your credit card information or make an urgent payment through WhatsApp, SMS, or similar messaging services.
If you receive a suspicious message, please take the following precautions:
- Do not open any URLs or links contained in the message.
- Do not enter any credit card or personal information.
- Do not reply to the message.
- Do not make any payment or transfer funds as instructed in the message.
To confirm your reservation details, please contact us directly or use the official customer service channel of the booking platform through which you made your reservation.
If you have entered your credit card information on a suspicious website or made a payment or funds transfer, please contact your credit card issuer or financial institution immediately.
4. Our Ongoing Response
Temairazu, Inc. has completed measures to address the cause of the unauthorized access and has implemented additional security measures, including strengthened access controls and system monitoring. The company continues to monitor its systems.
We have also been informed that Temairazu, Inc. is taking the necessary steps, including reporting the incident to Japan’s Personal Information Protection Commission, consulting with the police, and requesting assistance from external information security specialists.
Naoshima Ryokan ROKA will continue to work closely with Temairazu, Inc. to establish the facts and determine the extent of the impact. We will also continue to alert our guests and take appropriate measures to help prevent further harm.
Once again, we sincerely apologize for the considerable concern and inconvenience this situation has caused our guests and all other parties concerned.
Contact Information Regarding This Incident
Temairazu, Inc.
Department: Emergency Help Desk
Email: helpdesk@temairazu.com
Official announcement:
https://www.temairazu.co.jp/pdf/1206/news-update
For questions regarding your reservation, please contact Naoshima Ryokan ROKA directly.