Dear Guests of FIELD SUITE HAKUBA KITAONE KOGEN,

Thank you for choosing FIELD SUITE HAKUBA KITAONE KOGEN. We sincerely apologize for any concern this matter may cause.

What happened
On the evening of September 23, a guest told us they had received a suspicious WhatsApp message. T he message included details related to their reservation with us and asked them to confirm the booking and enter personal information.

We immediately contacted our system providers. So far, no irregularities have been found in our customer management system.

However, on September 24 the provider of a system we use to manage and synchronize reservation information issued a warning. Since late on September 21, guests of some accommodations using its system have received fraudulent messages through WhatsApp and other channels. These messages ask guests to confirm bookings, re-enter credit card details or make urgent payments. The provider is currently investigating.

What we ask you to do
If you receive a suspicious message claiming to be from us by WhatsApp, SMS, email, LINE or any other channel:

• Do not open any links in the message
• Do not enter credit card or personal information
• Do not reply

If you have already entered your card details, please contact your card issuer immediately.

 

How we contact you
FIELD SUITE HAKUBA KITAONE KOGEN will never ask for card details or payment through WhatsApp or SMS. We only contact guests by email from [fsh@happoone.co.jp] or by phone.

 

Contact us
If you receive a suspicious message or have any concerns about your reservation, please do not use the links in the message. Contact us directly instead:
Phone: +81-90-2524-4555 (Hours: 8:00–17:00 JST)
E mail: fsh@happoone.co.jp

We will keep working with the relevant companies to confirm the facts, and we will update you as soon as we learn more.

FIELD SUITE HAKUBA KITAONE KOGEN