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

本酒店集團目前針對新型冠狀病毒之因應對策，以確保顧客及員工的安全為第一要務，並實施部分設施暫停營業以及變更營業內容等措施。

造成您莫大的不便，敬請見諒。

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確保安心及安全的措施

測量體溫及確認健康狀況

◯對顧客採取的措施

• 我們會為所有顧客測量體溫並確認身體健康狀況。
• 此外，住宿房客於辦理入住手續時，我們會向房客確認在抵達本酒店之前，曾經到過海外的哪些地點。

◯對員工採取的措施

• 我們會為所有員工（包含店鋪租戶及酒店的進貨業者）測量體溫並確認身體健康狀況。
• 此外，我們也會確認員工的家庭成員的身體健康狀況。

洗手、手指消毒

◯對顧客採取的措施

• 懇請所有顧客配合消毒手指。
• 此外館內設施（大廳、餐廳、宴會廳、洗手間等）皆備有消毒液。

◯對員工採取的措施

• 我們鼓勵所有員工（包含店鋪租戶及酒店的進貨業者）勤洗手、手指消毒。
• 此外，我們會在員工區域的各個位置設置消毒液。

佩戴口罩

• 所有員工（包含店鋪租戶及酒店的進貨業者）都佩戴口罩工作。
• 也懇請顧客配合佩戴口罩。
• 為提高公共區域、餐廳和宴會廳等場所的安全性，若您未佩戴口罩，可能無法進入飯店。

加強清潔與消毒

• 大廳周邊等不特定多數人接觸機會較高的場所（電梯按鈕、洗手間等）皆定期加強清潔及消毒。
• 客房除了既有的清潔工作之外，會加強清潔及消毒手部頻繁接觸的部位（門把、電視及空調的遙控器、電話、椅子和桌子、筆記用品、開關、洗手間的沖水把手、衛生紙架、水龍頭、浴缸、蓮蓬頭的把手、吹風機、客房內備有的《館內介紹》等）以及洗淨便座的噴水頭。
• 餐廳、宴會廳的備品（門把、桌子、椅子、菜單、桌上的備品和調味料罐、麥克風器材、寄物號碼牌），在每次使用時都會進行清潔及消毒。
• 另外餐具也以高溫洗淨，並加強清掃廚房。
• 在員工區域方面，同樣會針對接觸機會較高的場所，加強定期清潔及消毒作業。

維持社交距離

• 在櫃台及餐廳收銀區，為減少顧客與員工直接面對面的接觸，將會設置防止飛沫感染的薄膜。
• 顧客如果在櫃台前排隊時，會要求顧客之間保持距離。
• 在餐廳及宴會廳方面，我們會增加顧客坐席之間的距離，避免距離過近的情形。
• 建議顧客在櫃台及餐廳結帳時，盡量使用非現金方式。
• 此外，讓酒店員工不直接將現金遞交到顧客手中，而是放入現金托盤中，由顧客自己拿取。

顧客注意事項

來館前

• 有咳嗽等感冒症狀、體溫37.5度以上的發燒顧客，請勿前來本館。
• 來館時請配合佩戴口罩。
• 為提高公共區域、餐廳和宴會廳等場所的安全性，若您未佩戴口罩，可能無法進入飯店。

來館時

• 來館時請配合消毒手指。
• 進餐廳前請在入口接受測量體溫及確認健康狀況。
  （體溫37.5度以上的顧客、有咳嗽症狀的顧客、健康狀況不佳的顧客，請避免前來本館。）
• 住宿房客請配合在入住時接受測量體溫及確認健康狀況。
  （體溫37.5度以上房客，我們將請您先待在房間內，並請您前往醫療院所就診。）
• 我們會在館內的各個位置設置消毒液，敬請適時為手指進行消毒。
• 在櫃台前排隊或等電梯時，敬請維持社交距離。

房客在入住期間如有健康狀況不佳的情形，敬請告知附近的員工。
為維持更安全的環境，敬請顧客不吝協助，如造成不便之處，亦敬請諒解。

未來我們仍將關注政府、專責機構及各地方自治體所建議的預防感染對策，如有需要將會實施新的預防措施，以維護顧客及員工的安心及安全為第一要務。

JR西日本酒店

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因新型冠狀病毒傳染病（COVID-19）之影響，自2020年3月6日（五）起，早餐的提供方式將有所變更，自助餐將暫停營業。

早餐提供5種可供選擇的套餐。

非常抱歉造成您的不便，也期待您的諒解與配合。

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