[Important] Apology and Notice Regarding Unauthorized Access to Reservation Information
As of October 15, 2026
Dear Valued Guest,
Thank you for booking your stay with Southwest Grand Hotel.
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.
Should you have entered your card information on a suspicious website, please contact your credit card company and financial institution.
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 property's official email address is as below.
Southwest Grand Hotel
reception@southwestgrand.com
[Inquiries Regarding the System Involved in This 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,
Southwest Grand Hotel
Operated by Plan･Do･See Ryukyu Inc.
[Important] Apology and Notice Regarding Unauthorized Access to Reservation Information
October 15, 2026
Dear Guests,
Thank you for always choosing Southwest Grand Hotel.
We have recently discovered that an external system used by our hotel for reservation management experienced unauthorized access by a third party, and there is a possibility that customer reservation information may have been viewed and/or obtained. We sincerely apologize for the great concern and inconvenience this has caused.
1. Overview
On September 21, 2026, our hotel's reservation management system, "TEMAIRAZU" (provided by Temairazu Co., Ltd.), was subjected to unauthorized access by a third party. It cannot be ruled out that some of the reservation information stored in this system may have been viewed or obtained from an external source.
Potentially eligible reservations: Reservations made on or before September 21, 2026, with a stay date of September 21, 2026 or later.
2. Information that may have been viewed or obtained
Reservation information including name, address, phone number, email address, accommodation dates, reservation number, accommodation fee, payment method, etc.
Credit card information is not handled or included in this system.
3. Cause
The issue was caused by a security vulnerability in some features of a service previously provided by Temairazu Co., Ltd. The company implemented countermeasures for the affected components on September 26, 2026, and is continuing its investigation in cooperation with external expert organizations.
4. Regarding secondary damage
In connection with this matter, we have confirmed cases in which suspicious messages (WhatsApp, email, SMS, etc.) impersonating our hotel or booking sites were sent, requesting entry of credit card information or payment. Recently, we have also observed emails purporting to be “online check-in” or “accommodation schedule”.
5. Requests to Our Guests
Do not open any suspicious messages or URLs that appear to be from our hotel or booking website.
Do not enter your credit card information or personal information in response to suspicious messages impersonating our hotel or booking website.
Do not reply to suspicious messages that impersonate our hotel or booking website.
Do not make any payments or transfers as instructed in the message.
If you accidentally enter your card information on a suspicious website, please contact your card company and financial institution immediately.
6. Our hotel's response
- Request that Temairazu Co., Ltd. and related reservation system providers investigate and identify the cause to prevent recurrence
- Post a notice on our hotel website
7. Contact Us
Even if the sender's email address appears to be from our hotel, the sender's address may be spoofed. Please do not open any URLs or links in suspicious emails.
Southwest Grand Hotel
reception@southwestgrand.com
【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
Once again, we sincerely apologize to our guests for the considerable concern and inconvenience we have caused.
Southwest Grand Hotel
Operated by: Plan･Do･See Ryukyu Co., Ltd.