News
【Important Notice】Please be wary of phishing scams via suspicious messaging apps and emails
*Updated September 28, 2026
We have confirmed that some customers who have made hotel reservations have received suspicious messages via messaging apps such as WhatsApp or email, in which the sender impersonates our company or a hotel booking site and requests credit card information or payment.
Our investigation confirmed that, in connection with this incident, unauthorized access by a third party occurred on September 21, 2026, in an external system used by our company—not in a system directly managed by us. As a result, information regarding some guests’ reservations may have been viewed or obtained by a third party.
Please note that credit card information is not included among the data that may have been viewed or obtained during this unauthorized access. Furthermore, on September 26, 2026, the external system provider identified the source of the issue and implemented corrective measures. Currently, our systems for accepting reservations, as well as those for managing inventory and rates, are operating normally.
We ask that you continue to exercise extreme caution regarding suspicious messages and refrain from accessing any URLs provided in such messages, entering credit card information, or making payments.
■ Details of the Incident
We have confirmed that suspicious messages are being sent via messaging apps such as WhatsApp and email, posing as our company or accommodation booking sites, and requesting confirmation of reservation details, credit card information, or payment.
At this time, we have confirmed that some customers who made reservations through our official website, as well as some customers who made reservations through “HafH,” “Booking.com,” and “agoda,” have received these suspicious emails or messages.
■ Information Potentially Affected
Information that may have been viewed or obtained by third parties as a result of this unauthorized access includes reservation details such as your name, reservation date, stay dates, and accommodation charges.
Please note that credit card information was not included.
■ Cause and Status of Response
According to an investigation by an external system provider, this unauthorized access occurred on September 21, 2026. As of now, no similar incidents have been confirmed on any other dates or times.
On September 26, 2026, the external system provider identified the source of the issue and completed corrective measures. Additionally, inspections of related areas and security enhancements have been implemented.
We are also working in collaboration with the external system provider to implement necessary measures, including verification of the report’s details.Currently, our systems for accepting reservations, as well as those for inventory and rates, are operating normally.
■ A Request to Our Customers
We will never ask you to enter or re-enter your credit card information via messaging apps such as WhatsApp or through email, nor will we ever request urgent payment under the pretext of confirming or maintaining your reservation.
If you receive a suspicious email or message, please take the following precautions:
・Do not click on any URLs included in emails or messages.
・Do not enter or submit personal information or credit card details.
・Do not open any attachments.
・Do not reply to the email or message.
・Do not make any payments or transfers based on the instructions in the message.
If you have any concerns regarding your reservation status or an email or message you have received, please do not use the contact information or URLs provided in the email or message. Instead, contact the respective store directly using the contact information listed on our official website.
Furthermore, in the unlikely event that you have disclosed your credit card information by replying to a suspicious message or entering it on an external website, or if you have made a payment or money transfer, please contact your credit card company immediately.
Should any new information requiring disclosure come to light, we will promptly notify you by updating this page or other means.
We sincerely apologize for any concern and inconvenience this may have caused our customers.
Notice of Service Changes
Starting April 1, 2025, we will be updating our services as follows:■ Effective Date
April 1, 2025
■ Key Changes
Check-in time: 2:00 PM → 3:00 PM
Check-out time: 10:00 AM → 11:00 AM
Luggage storage after check-out: No longer available (*Luggage storage before check-in will remain available)
With the extended check-out time, guests can enjoy a more relaxed morning. To accommodate this change, check-in will now start from 3:00 PM. Additionally, due to limited space, we will no longer offer luggage storage after check-out.
We appreciate your understanding and look forward to welcoming you to a more comfortable stay. Thank you for your continued support.
Notice of accomodation tax
As of April 1, 2019, Kanazawa City has introduced an accommodation tax with the aim of enhancing the unique attractions of Kanazawa, such as its history, traditions, and culture, and promoting sustainable tourism that is in harmony with civic life.The tax is 200 yen for accommodation fees (per person per night) under 20,000 yen, and 500 yen for fees over 20,000 yen. We appreciate your understanding and cooperation.