1. Investigation results (cause)

In cooperation with related organizations and specialized companies, we have been investigating the cause and details of the damage. As a result, we have determined that the cause of the unauthorized access to the management system was that one of our terminals that manages the system was infected with malware.

2. Investigation results (damage)

Incident①
Regarding the possibility of leakage of customers’ personal information (including credit card information) contained in the accommodation reservation information (for stays between May 1, 2022 and March 31, 2024), we have requested confirmation from Booking.com, the system provider, and have been received reports that there is no evidence of such a leakage.

Incident ②
Regarding the message sent to some customers with a URL link leading to a phishing site, we have not received any reports of damage at this time.
We ask that customers continue to exercise caution and, if they receive such a message, not to access the URL link attached to it.

3. Future actions and measures to prevent recurrence

Based on the results of the investigation and suggestions from related organizations, we introduced security tools and provided training to our employees. We will continue to further strengthen our measures.
In the unlikely event that a customer is confirmed to have been harmed by a personal information leak or phishing attempt in the future, we will promptly contact the relevant parties and take the necessary action.

4. Customer Inquiries

For inquiries, please contact us through the following E-mail address.
Email address:

1. Circumstances of the incident

On May 29, 2023, after receiving a report from Booking.com, we investigated and found that the management system was illegally accessed by a malicious individual.
In response, we immediately changed the login password for the management system and stopped accepting new accommodation reservations through Booking.com. However, we cannot deny the possibility that a third party may have accessed the personal information of customers stored in the management system.
It was also confirmed that messages with URL links leading to phishing sites were sent to some customers who had booked accommodation through Booking.com, using the chat function of the management system.
If you receive such a message, please do not access the URL link attached to it.
The cause of the unauthorized access is currently under investigation by the Company and related organizations.
We have not confirmed any leakage of personal information of customers who have made reservations through accommodation reservation information management systems other than Booking.com.

2. Incident Description

Incident①
It is possible that personal information (name, credit card information, address, and telephone number) of customers contained in accommodation reservation information (for stays between May 1, 2022 and March 31, 2024) via Booking.com, Inc. has been leaked.

Incident②
A message with a URL link leading to a phishing site was sent to some of the customers in Incident① via the chat function in the Booking.com management system.

3. Response to customers

Customers who fall under 2 above will be contacted from time to time to alert them in order to prevent them from being directed to phishing sites. For inquiries, please contact us through the following E-mail address.
E-mail address:

4. Future actions and measures to prevent recurrence

We are currently cooperating with related organizations to investigate the cause of the problem and take all possible measures to prevent recurrence by implementing the necessary countermeasures.
We will report back as details become available.

We sincerely apologize again for any inconvenience and concern this may cause you.

General Manager

Currently at the JR Hotel Group, as a response measure to the new coronavirus infection, we are prioritizing the health and safety of our staff and customers, and implementing temporary closures or partial changes to the business activities of some of our facilities.

We humbly request your understanding and cooperation in this matter.

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Safety and Security Measures

Taking Temperatures and Monitoring Health Statuses

◯ Customer-based measures

• We are taking temperatures and asking all customers if they are in good health.
• For our overnight guests, we are also inquiring about the route they took to the hotel, including overseas locations, when they check in.

◯ Employee-based measures

• We are taking temperatures and asking all employees (including those of our tenants and hotel suppliers) if they are in good health.
• We are also inquiring about the physical wellbeing of our employees’ families.

Handwashing and Sterilization of Hands and Fingers

◯ Customer-based measures

• We request that all customers sterilize their hands and fingers.
• We have also made disinfectant available throughout our on-site facilities (lobbies, restaurants, event venues, toilets, etc.).

◯ Employee-based measures

• For all employees (including those of our tenants and hotel suppliers), we are recommending handwashing and sterilization of hands and fingers.
• We have also made disinfectant available at all employee areas.

Wearing of Masks

• All of our employees (including those of our tenants and hotel suppliers) are required to wear masks.
• We are also requesting that our customers wear masks.
• For safety reasons, guests not wearing a mask will not be allowed into certain areas of the hotel, including common areas, restaurants, and event/meeting venues.

Reinforcement of Cleaning and Sterilization

• We are reinforcing the regular cleaning and sterilization of places likely to be touched by a large number of unspecified persons, such as lobbies and surrounding areas (including elevator buttons, toilets, etc.).
• In our guest rooms, in addition to standard cleaning procedures, we are also reinforcing cleaning and sterilization of places subject to frequent hand-touching (including doorknobs, remote controls for TVs and air conditioners, telephones, chairs and tables, writing instruments, switches, flushing lever handles for toilets, paper holders and faucets, bathtub and shower handles, hairdryers, in-room information provided in guest rooms, etc.) and the washlet nozzles.
• We are cleaning and sterilizing restaurant and event venue facilities and equipment (including doorknobs, tables, chairs, menus, tableware, condiment containers, microphones, and cloakroom tags) between each use.
• In addition, we are strengthening our kitchen cleaning and the high-temperature cleaning of eating utensils.
• We are also reinforcing the regular cleaning and sterilization of places with a high probability of physical interaction in the employee areas.

Ensuring Physical Distancing

• We have set up infection prevention shields at front desks and restaurant cashiers to minimize the amount of direct facial contact between customers and employees.
• We have implemented measures for customers to keep wider gaps between themselves and those in front or behind when lining up at front desks.
• We have implemented measures for customers to keep wider gaps between themselves and those around them at the restaurants and event venues.
• We are promoting cashless payment at the front desk and restaurants.
• We are also not passing money directly by hand but rather placing it in the cash tray.

A Request to Our Hotel Guests

Before You Arrive

• Please refrain from visiting us if you are showing cold symptoms, such as a cough, or if you have a temperature above 37.5°.
• We ask that you wear a mask when you arrive at our hotels.
• For safety reasons, guests not wearing a mask will not be allowed into certain areas of the hotel, including common areas, restaurants, and event/meeting venues.

When You Arrive

• We ask that you disinfect your hands and fingers when you arrive at our hotels.
• Please cooperate with the temperature taking and health monitoring at the entrance when you use the restaurants.
  (We are refusing entry to those with temperatures above 37.5°, those who have coughs, and those who are in poor health.)
• Please cooperate with the temperature taking and health monitoring when you check in.
  (We are encouraging guests who have a temperature above 37.5° to remain in their rooms and get checkups from medical institutions.)
• We have made disinfectant available at various spots around the hotels, so please use as necessary to sterilize your hands and fingers.
• Please cooperate with our ensuring of proper physical distancing when lining up at the front desk or using elevators.

If during your stay you start to feel ill, please contact a nearby member of staff.
We humbly request your further understanding and cooperation in order to maintain a safer environment going forward.

We will continue to monitor the advice of the national government, specialist bodies, and various local governments regarding prevention measures, to implement new measures as necessary, and to give maximum priority to the health and safety of our staff and customers.

JR-West Hotels

Click here for more information or see the information booklet provided at check-in.

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As reported in newspapers and on television, the spread of the novel coronavirus is increasing.
If you exhibit any of the related symptoms—including fever, coughing, and shortness of breath—please do not hesitate to notify the staff immediately.
In addition, if you have vomited in your room or in the hotel, be sure to tell the staff immediately. Do not attempt to clean by yourself.
Appropriate cleaning processes must be enforced by the hotel staff.
Moreover, in consideration of the health and safety of both guests and staff, members of the hotel staff may be wearing masks.
We appreciate your understanding and cooperation.

General Manager, Hotel Granvia Osaka

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