As of September 29, 2026

[Update – Important] Notice of Possible Personal Information Leak Due to Unauthorized Access to Our Third Party Reservation Management System, and Request for Caution

Thank you for your continued patronage of THE AOYAMA GRAND HOTEL.

We have recently been informed that unauthorized access has occurred in the third-party reservation management system the hotel uses (the site controller system “Temairazu”), and that guest personal information may have been viewed or leaked externally as a result.
We have already reported this matter to the Personal Information Protection Commission of Japan. In addition, security measures have been completed for the system component involved, and it is now operating normally and securely.
We would like to share the facts confirmed to date, along with important precautions we ask our guests to take.

■ Affected reservations
Based on our investigation so far, we have confirmed that suspicious messages have been sent via the messaging app Whatsapp to guests holding reservations meeting the following conditions:

Reservation date: Reservations made on or before September 21, 2026

Stay date: Reservations for stays on or after September 21, 2026

■ Regarding Credit Card Information
The reservation management system affected by this incident does not handle or store credit card information. Therefore, no credit card information has been directly leaked from our hotel nor from any third-party system.

The activity currently being reported is a phishing scheme, in which fraudulent messages are sent to contact information obtained through this incident, directing recipients to an external website and attempting to have them enter their credit card details there.

■ Request to Our Guests (Important Precautions)

Our hotel will never request urgent payment or ask you to re-enter credit card information via SNS (such as WhatsApp) or other messaging services.
If you receive a suspicious message claiming to be from our hotel or accommodation (by email, SMS, WhatsApp, etc.), please take the following precautions:

Do not click any URLs or links included in the message

Do not enter your credit card details or personal information

Do not reply to the suspicious message

Do not make any payment or money transfer as instructed in the message

If you wish to confirm your reservation details, please contact our hotel directly or the official support desk of the booking site you used

■ If You Have Already Entered Information or Made a Payment

If you have already entered your credit card details on a suspicious website, please contact your credit card company immediately to request that your card be suspended, in order to prevent unauthorized use by a third party.

In addition, to help us understand the scope of this situation, we would greatly appreciate it if you could also contact the emergency inquiry desk.

Temairazu Co., Ltd. https://www.temairazu.co.jp/pdf/1206/news-update Department: Emergency Response Desk Email: helpdesk@temairazu.com

We sincerely apologize for the concern and inconvenience this may have caused you.

 

As of September 29, 2026

[Important] Notice of Possible Personal Data Leakage Due to Unauthorized Access to Our Hotel's Reservation Management System and Alert to Guests

Thank you for always choosing Aoyama Grand Hotel.
We have recently discovered that our hotel's reservation management system (site controller “Temairazu”) experienced unauthorized access by a third party, and that customers' personal information may have been accessed or disclosed externally.
We have already reported this matter to the Personal Information Protection Commission. Furthermore, security measures for the affected system have been completed, and it is now operating normally and securely.
Therefore, we would like to inform you of the facts confirmed at this time and the precautions you should take.

■ Eligible Reservations
Based on our current findings, we have confirmed instances in which suspicious messages were sent to guests for some reservations that meet the following conditions.
Reservation date: Reservations made on or before September 21, 2026.
Accommodation date: Reservations for stays on or after September 21, 2026.

■ About credit card information
The reservation management system involved in this incident does not handle or retain credit card information.
Therefore, we have not directly leaked any credit card information from the hotel. This incident is a phishing attempt that sends fraudulent messages to obtained contact details and attempts to trick recipients into entering their credit card information on external websites.

■ Notice to guests with reservations (Important points to note)
Our hotel will never contact you via social media (such as WhatsApp) or messaging services to request urgent payments or to ask you to re-enter your credit card information.
If you receive any suspicious communications (email, SMS, WhatsApp, etc.) claiming to be from our hotel or accommodation, please pay close attention to the following points.
Do not open any URLs or links included in the message.
Do not enter credit card information or personal information.
Do not reply to suspicious messages.
Do not follow the instructions in the message to make a payment or transfer money.
To confirm your reservation details, please contact the hotel's official contact or the official booking website where you made your reservation.

■ If you have entered your information and completed a payment
If you have entered your credit card information on a suspicious website, please contact your credit card company immediately to suspend the card and prevent fraudulent use by third parties.
In addition, to help us understand the situation, we would appreciate it if you could notify us at the inquiry desk below.

Temairazu Co., Ltd.
https://www.temairazu.co.jp/pdf/1206/news-update
Department in charge: Emergency Response Desk
Email address: helpdesk@temairazu.com

We sincerely apologize for the worry and inconvenience this has caused our customers.