【HANAORI】Notice and Apologize Letter Regarding the Data Breach of our Guests

September 13, 2024
ORIX Hotel Management Corporation
Hakone, Ashinoko HANAORI

Notice and Apologize Letter Regarding the Data Breach of our Guests

Hakone Ashinoko HANAORI (Address: Hakone, Kanagawa, General Manager: Wakayama Satoshi),
operated by ORIX Hotel Management Corporation (Headquarters: Minato, Tokyo, Company President: Takaaki Nitanai),
In regards to the unresolved leaked information that was announced on June 18 ※1 and June 28 ※2 of this year, we have discovered some of our guests’ who booked at our hotel, has their information leaked.
Thus, we would like to publish a notice on the issue.
We apologize for the issues and concern to all of our guests and to whom it may concern.
We will report the details below.

1．Details
On June 18, we received inquiries from our guests and discovered that some had received scam emails pretending to be from Hakone, Ashinoko Hanaori,
or an Online Travel Agent (OTA). On the same day, we alerted our guests and published a notice on our website.
Additionally, on June 28, we issued a “Notice and Apology for Possible Leakage of Customer Information” on both our company’s and the hotel’s websites.
Our investigation revealed that the cause of the leakage was unauthorized access to our company’s reservation management system.
There is a strong possibility that guests’ personal information was leaked and misused.
The exact cause of this unauthorized access is still under investigation, but we suspect it was due to an external cyber-attack. We have already identified and blocked the intrusion route to the system, and there have been no secondary attacks to date. Furthermore, we have not received any reports of scam emails from our guests since June 20th.

※1  Notice on 18th of June, 2024 (Hakone Ashinoko HANAORI）

※2 Notice on 28th of June, 2024 (Hakone Ashinoko HANAORI）

2．The Details in Regards of Personal Information Data Breach
Number of Data ： About 900 Case ※3
Applicable Guests ： Those who made reservation via OTA and stayed with us since June 19 th , 2023.
Additionally, those who made reservation up until December 31th, 2024 (Included those who made a cancelation).
Those who made a reservation directly from our website is not applicable.

Category of Data ： Name, Address, Phone Number, Check-In and Check

Out Date、Email address created for each reservation via OTA (does not include the customer’s personal email address, nor does it include credit card information).
※3 These numbers are obtained via our reservation system
3．Future Plan
Please be cautious of direct mailings, phone calls, or messages requesting your payment information through links that may appear to be from our hotel, OTA, or other parties.
If you have any questions or concerns regarding this matter, please contact us at the address below. We have already implemented various security enhancements to protect our guests; information and will continue to improve our security measures to prevent similar incidents in the future.

【Contact Information】
Hakone, Ashinoko HANAORI.
Phone Number: 0460-83-8739
Operating Hours : 9am ~ 7pm
(Also operates on the weekend and National Holidays)

Sincerely,