THE ALPINE TABLE|開始接受預約
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.
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1.Summary of the Incident
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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.
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2. Information That May Have Been Viewed or Obtained
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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.
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3. Cause
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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.
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4. Suspicious Messages Reported
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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.”
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5. Our Requests to Guests
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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
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6. Actions Taken by Our Hotel
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- 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.
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7. Inquiries
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※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.
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2026年10月15日
尊敬的客戶:
感謝您一直以來使用THE ALPS HOTEL HAKUBA。
本酒店用於預訂管理的外部系統被第三方非法訪問，
我們發現有可能查看和獲取您的預訂信息。
對於造成您的困擾，我們深感抱歉。
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1.概覽
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2026年9月21日，本飯店用於預約管理的系統「TEMAIRAZU」(提供者:無需費心株式會社) 被第三者非法入侵。
無法排除儲存在此系統中的部分預約資訊，可能是從外部閱覽或取得。
可能的預訂:
預訂日期為2026年9月21日，住宿日期為2026年9月21日或之後
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2.可能閱覽、取得的資訊
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包含姓名、地址、電話號碼、電子郵件地址、住宿日期、預約號碼、住宿費用、付款方式等的預約資訊
本系統不受理信用卡資訊，也不包含信用卡資訊。
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3.原因
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這是由於株式會社過去提供的部分服務功能存在安全問題。
該公司已於2026年9月26日完成因應措施。
我們將持續與外部專業機構合作，進行調查。
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4.關於二次傷害
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關於本件，我們發現有偽裝成本飯店或訂房網站的可疑訊息(WhatsApp、電子郵件、簡訊等)，
要求輸入信用卡資訊或付款的案例。
最近也確認到自稱「線上入住」、「住宿預定表」等內容的郵件。
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5.對客戶的要求
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・請勿打開偽裝成酒店或預訂網站的可疑信息的URL或鏈接
・請勿在偽裝成酒店或預訂網站的可疑信息中輸入信用卡信息或個人信息
・請勿回覆偽裝成酒店或預訂網站的可疑信息
・請勿按照該信息的指示付款或匯款
【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
如果您在可疑網站輸入了信用卡資訊，請立即聯絡您的信用卡公司和金融機構。
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6.本飯店的對應
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·請各公司及相關預約系統公司進行調查以防止再次發生，並查明原因
・請於本酒店網站上提醒注意
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7.聯絡我們
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※即使寄件地址顯示的是本飯店，
寄件地址也有可能是偽造的，所以請不要打開可疑郵件中的URL或連結。
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
給您帶來很大的擔心和不便，
我深感抱歉。
THE ALPS HOTEL HAKUBA
營運:株式會社Plan・Do・See ALPS
