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2026.09.22 | Information
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Important Notice (Update 2): Apology and Information Regarding Suspicious Messages Impersonating Our Hotels and Unauthorized Access to a Reservation Management System

Posted: 2026.09.22 / Updated: 2026.09.30

Thank you for choosing a hotel operated by our company.

On September 22, 2026, we posted a notice regarding suspicious WhatsApp messages impersonating our hotels. Since then, TEMAIRAZU, Inc. — the provider of TEMAIRAZU, the site controller we use to manage reservations (a system that links reservation information between online booking platforms and hotels) — has announced that its system was accessed by an unauthorized third party.

According to TEMAIRAZU, Inc., the suspicious messages may have resulted from this unauthorized access, and the possibility that some guest information was viewed or obtained by a third party cannot be ruled out. The relationship between the unauthorized access and the messages, as well as the scope of impact, is still under investigation.

As a company entrusted with our guests’ information, we take this matter very seriously. We sincerely apologize for the concern and inconvenience this has caused.

Facts confirmed to date (as of September 30, 2026)

  • Since late at night on Monday, September 21, 2026, some guests with reservations at our hotels have received suspicious messages from senders impersonating hotel or online booking platform staff.
  • According to TEMAIRAZU, Inc., the suspicious messages confirmed so far have been sent in connection with some reservations that meet both of the following conditions:
    • The reservation was made on or before Monday, September 21, 2026.
    • The stay is scheduled for Monday, September 21, 2026, or later.
  • These messages may arrive via WhatsApp, email, SMS, or other messaging apps (such as WeChat).
  • Some messages include details of an actual reservation, such as the hotel name, and ask recipients to confirm their booking, re-enter credit card details, or make an urgent payment, directing them to a fraudulent website.
  • According to TEMAIRAZU, Inc., the unauthorized access it has confirmed was limited to Monday, September 21, 2026. The company identified the cause on Saturday, September 26, 2026, has completed the necessary countermeasures, and its system is now operating normally. The company also states that it does not handle or store credit card information.

Our response

  • We are working with TEMAIRAZU, Inc. to determine the impact on guests with reservations at our hotels.
  • We are taking necessary security measures at our hotels, including changing administrative passwords for the system.
  • We will respond appropriately in accordance with applicable laws and in cooperation with the relevant authorities.

What we ask of our guests

If you receive a suspicious message about your reservation:

  • Do not open any URLs or links in the message.
  • Do not enter your credit card details or personal information.
  • Do not reply to the message.
  • Do not call any phone number provided in the message.
  • Do not make any payment or money transfer as instructed in the message.
  • To check your reservation, please contact the hotel using the contact details on our official website, or the official support channel of the booking platform you used.

We will never ask you to enter your credit card information or make a payment via WhatsApp or other messaging apps.

Please note that before your stay, we may send you information about mobile check-in (entering your guest details and completing payment in advance) by email or SMS to the email address or phone number you have registered with us. Our emails are sent from info@livelyhotels.com and our SMS messages from +1 844-326-3311; messages from any other sender are not from us. These procedures can also be completed at the front desk upon arrival. Please note that sender information can be spoofed by third parties, so even if a message appears to come from the senders above, if anything about it seems suspicious, please do not open any links; instead, contact the hotel you booked directly or complete the procedures at the front desk when you arrive.

If you have entered your credit card details on a suspicious website, please contact your card issuer immediately to discuss suspending the card or other necessary steps, and check your statements for any unauthorized charges.

Further updates

We will post any new information on this page as soon as it becomes available.

We once again sincerely apologize for the concern and inconvenience this has caused.

Global Agents Co., Ltd.

Reference
TEMAIRAZU, Inc., “Apology and Notice Regarding Suspicious Messages and Unauthorized Access to Our System” (September 28, 2026; Japanese only)
https://www.temairazu.co.jp/pdf/1206/news-update

Update history

  • 2026.09.30 Update 2: Added information on the cause, our response, and additional precautions
  • 2026.09.22 Initial posting