THE ALPINE TABLE|开始接受预约
As of October 15, 2026
Dear Valued Guest,
Thank you for booking your stay with THE ALPS HOTEL HAKUBA.
We regret to inform you that it has come to our attention that an unauthorized third party gained access to an external system used by our hotel for reservation management, and that information relating to your reservation may have been viewed or obtained. We sincerely apologize for the considerable concern and inconvenience this matter may cause you.
━━━━━━━━━━━━━━━
1.Summary of the Incident
━━━━━━━━━━━━━━━
On September 21, 2026, an unauthorized third party accessed “TEMAIRAZU,” the reservation management system used by our hotel and provided by Temairazu Co., Ltd. We are unable to rule out the possibility that some of the reservation information stored in the system was viewed or obtained externally.
Reservations that may be affected:
Reservations made on or before September 21, 2026, with a stay date on or after September 21, 2026.
━━━━━━━━━━━━━━━
2. Information That May Have Been Viewed or Obtained
━━━━━━━━━━━━━━━
Reservation information, including your name, address, telephone number, email address, stay dates, reservation number, accommodation charges, and payment method.
Please note that credit card information is not handled by this system and is therefore not included.
━━━━━━━━━━━━━━━
3. Cause
━━━━━━━━━━━━━━━
The incident was caused by a security vulnerability in a function of a service previously provided by Temairazu Co., Ltd. The company completed corrective measures for the affected component on September 26, 2026, and is continuing its investigation in cooperation with external specialist organizations.
━━━━━━━━━━━━━━━
4. Suspicious Messages Reported
━━━━━━━━━━━━━━━
In connection with this incident, we have confirmed instances of suspicious messages (sent via WhatsApp, email, SMS, and other channels) that impersonate our hotel or booking sites and request that recipients enter credit card information or make payments. Recently, we have also identified emails purporting to relate to “online check-in” or an “accommodation itinerary.”
━━━━━━━━━━━━━━━
5. Our Requests to Guests
━━━━━━━━━━━━━━━
We respectfully ask that you:
- Refrain from opening any URLs or links contained in suspicious messages impersonating our hotel or booking sites.
- Refrain from entering credit card information or personal information in response to such messages.
- Refrain from replying to such messages.
- Refrain from making any payment or money transfer as instructed in such messages.
We kindly ask that you do not open any URLs or links contained in suspicious emails.
Should you have entered your card information on a suspicious website, please contact your credit card company and financial institution.
[Inquiries Regarding the System Involved in This Incident]
Temairazu Co., Ltd. Emergency Help Desk
helpdesk@temairazu.com
━━━━━━━━━━━━━━━
6. Actions Taken by Our Hotel
━━━━━━━━━━━━━━━
- We have requested that Temairazu Co., Ltd. and the other related reservation system providers identify the cause and investigate measures to prevent recurrence.
- We have issued a cautionary notice on our hotel website.
━━━━━━━━━━━━━━━
7. Inquiries
━━━━━━━━━━━━━━━
※Please be aware that, even where the sender’s email address appears to belong to our hotel, it may have been spoofed.
Our properties official email address is as below.
THE ALPS HOTEL HAKUBA
[Inquiries to the System Regarding the Incident]
Temairazu Co., Ltd. Emergency Help Desk
helpdesk@temairazu.com
Once again, we extend our deepest apologies for the considerable concern and inconvenience this matter has caused.
Sincerely,
THE ALPS HOTEL HAKUBA
Operated by Plan・Do・See ALPS Inc.
============
2026年10月15日
尊敬的客户:
衷心感谢您一直以来使用THE ALPS HOTEL HAKUBA。
本次已经查明，本酒店用于预约管理的外部系统遭到第三方非法访问，
该系统有可能浏览、获取客人的预约相关信息。
对于给您带来的担忧和不便，我们深表歉意。
━━━━━━━━━━━━━━━
1.概述
━━━━━━━━━━━━━━━
2026年9月21日，本酒店用于预订管理的“TEMAIRAZU”系统 (提供商:无需人工株式会社) 被第三方非法访问。
在这种情况下，不能排除保存在该系统中的部分预订信息是从外部浏览或获取的。
可能符合条件的预订:
预订日期至2026年9月21日，且住宿日期为2026年9月21日或之后
━━━━━━━━━━━━━━━
2.可能已阅览或获取的信息
━━━━━━━━━━━━━━━
预约信息，包含姓名、住址、电话号码、邮件地址、住宿日程、预约号码、住宿费、支付方式等
本系统不受理信用卡信息，也不包含信用卡信息。
━━━━━━━━━━━━━━━
3.原因
━━━━━━━━━━━━━━━
无需花费时间和精力这是由于公司过去提供的服务的某些功能存在安全问题。
该公司已于2026年9月26日完成了对事故原因的对策，
我们将继续与外部专业机构合作进行调查。
━━━━━━━━━━━━━━━
4.关于二次受害
━━━━━━━━━━━━━━━
与本案相关，目前已发现有伪装成本酒店或预订网站发送的可疑信息(WhatsApp、邮件、SMS等)，
要求输入信用卡信息或进行支付的事例。
最近有自称“在线办理入住”、“住宿预定表”等内容的邮件被确认。
━━━━━━━━━━━━━━━
5.对顾客的要求
━━━━━━━━━━━━━━━
・请勿打开伪装成本酒店或预订网站的可疑信息的URL或链接
・请勿在伪装成本酒店或预订网站的可疑信息中输入信用卡信息或个人信息
・请勿回复伪装成本酒店或预订网站的可疑信息
・请勿根据该信息的指示进行支付或汇款
【本件に関するお問い合わせ】
手間いらず株式会社 緊急ヘルプデスク
helpdesk@temairazu.com
如果您在可疑网站上输入了信用卡信息，请立即与信用卡公司和金融机构联系。
━━━━━━━━━━━━━━━
6.本酒店的对应
━━━━━━━━━━━━━━━
·毫不费力地委托公司及相关预约系统各公司进行调查以防止再次发生，并查明原因
・本酒店网站上的提醒注意
━━━━━━━━━━━━━━━
7.联系我们
━━━━━━━━━━━━━━━
※即使发件人的电子邮件地址显示为来自本酒店，
发件人可能是伪造的，因此请不要打开可疑邮件中的URL或链接。
THE ALPS HOTEL HAKUBA
【本件の原因となったシステムに関するお問い合わせ】
手間いらず株式会社 緊急ヘルプデスク
helpdesk@temairazu.com
对于给您带来的极大担心和不便，我们再次深表歉意。
THE ALPS HOTEL HAKUBA
运营方:株式会社Plan・Do・See ALPS
