We sincerely apologize for any inconvenience caused regarding delivery of unauthorized message via Expedia Messages.
Currently, we have been investigating this incident to address the details promptly and ensure the safety and security of our customer’s information. We discovered that there is an undeniable possibility that the customers' personal information in Expedia’ system may have accessed.

1. Details known from the current investigation.
(1)　Individuals who may have had their personal information viewd:
Customers (bookers, guests, and companions) who made reservations at our hotel through Expedia by 10 Apr 2024, with stay dates from 1 July 2022 to 30 Sep 2024.

(2) The customer information that may have been accessed:
・Names (bookers, guests, and companions)
・Phone numbers
・Expedia message dedicated email address *Note 1
・Countries *Note 2
・Contents exchanged via Expedia's message platform *Note 3
・Reservation details（Reservation No, Reservation date, Check-in date, Check-out date, Amount）
*Note 1: This is the email address automatically assigned by Expedia when making a reservation through Expedia and Expedia Group. It is not the customer's own email address registered with Expedia.
*Note 2: Expedia obtains this information to determine the country from which the reservation is made.
*Note 3: This only relates to the exchanged messages for the reservations of the customers specified above (1).
*Added on 23rd May 2024.
 Expedia confirmed they have no evidence that bad actors attempted to harvest PCI information.

2)Possible time of Viewing:
10 April 2024, AM2:00~AM2:40 around

3. Customer Request
 We kindly ask our customers that if you receive any suspicious messages, please refrain from accessing the URL links provided in those messages.
For inquiries related to this incident, please contact us via email.
Email: info-shinjuku@ryokan-yuen.jp

4. Future Actions and Measures for Prevention of Recurrence
 We have been investigating this incident with Expedia to clarify the cause and take necessary measures to prevent any future occurrences.We will keep you updated as we confirm further information.
We sincerely apologize for any inconvenience caused and appreciate your understanding and cooperation on this incident.

ONSEN RYOKAN YUEN SHINJUKU
General Manager