News
2026/01/14
[Apology and Notice] Regarding the Leakage of Customer Information
Flat Field Operations Co., Ltd. (Head Office: Izumiotsu City, Osaka Prefecture; Representative Director: Makoto Hirano; hereinafter referred to as “the Company”), which operates the Kansai Airport Washington Hotel (hereinafter referred to as “the Hotel”), has confirmed that notifications directing customers with reservations at the Hotel to phishing websites (*) were sent. Following an investigation, it has now been determined that information belonging to some customers who made reservations at the Hotel was leaked.
We sincerely apologize for the significant inconvenience and concern this has caused to our customers and all related parties.
________________________________________
1. Background
On Monday, January 5, 2026, following an inquiry from a customer, it was confirmed that unauthorized access had been made to certain overseas online reservation websites (hereinafter referred to as “the reservation site”), and that notifications directing some customers to phishing websites were distributed.
Furthermore, as a result of our investigation, it was confirmed that unauthorized logins to the reservation site occurred due to a cyberattack, resulting in the leakage of certain customers’ personal information.
Immediately after the incident was identified, the Company promptly changed login passwords and conducted security checks on its computers.
At this time, there have been no reports of any financial damage.
(*) A “phishing website” refers to a fraudulent website that impersonates an existing legitimate website in order to unlawfully obtain personal or financial information through deceptive means.
________________________________________
2. Information Leaked or Potentially Leaked
Affected customers:
Customers who made reservations at the Hotel via the reservation site between January 4, 2025 and January 6, 2026.
Types of information:
Name, telephone number, reservation date, and reservation number.
For some customers, there is a possibility that credit card information, payment information, nationality, and other details may have been viewable. Further details are currently under investigation.
We will continue to assess the scope of the impact regarding other information, and any newly confirmed facts will be promptly disclosed.
________________________________________
3. Our Response
• From Friday, January 9, 2026, the Company has been sequentially contacting affected customers to provide explanations and apologies. We will continue to operate a dedicated inquiry desk and respond accordingly.
• On Friday, January 9, 2026, we completed the required report to the Personal Information Protection Commission.
• We have already been enforcing measures such as the introduction of multi-factor authentication and the prohibition of logins via URL links. These measures will continue, and we will further strengthen information security education for our employees.
• While cooperating with relevant authorities, we will proceed with an investigation into the cause and implement necessary measures to prevent recurrence and restore trust.
• We kindly ask customers who receive suspicious messages not to access any attached URL links, and to carefully review the payment method details stated in their reservation confirmation. If payment is requested in a manner not indicated in the reservation confirmation, please contact our customer support desk for assistance.
Once again, we sincerely apologize to our customers and all related parties for the inconvenience and concern caused.
________________________________________
4. Contact Information
For inquiries regarding this matter, please contact the following:
Customer Support Desk
Flat Field Operations Co., Ltd.
Kansai Airport Washington Hotel
Tel: +81-72-434-3905
Business Hours: 10:00 a.m. – 6:00 p.m. (Weekdays)
Email: contact@kansai-wh.com
2026/01/13
[Important Notice] Regarding the Use of Mobile Batteries (Power Banks)
Thank you very much for choosing Kansai Airport Washington Hotel.
In recent years, incidents of smoke and fire caused by mobile batteries (power banks) have been reported both in Japan and overseas.
To ensure a safe and comfortable stay for all guests, we kindly ask for your understanding and cooperation regarding the following points when using mobile batteries in guest rooms.
■ Precautions When Charging
1. Please refrain from charging mobile batteries when you leave your guest room, such as when going out.
2. Please charge mobile batteries only in locations where you can continuously monitor their condition.
3. Please avoid charging mobile batteries in the following locations:
・Near windows exposed to direct sunlight
・On beds, sheets, curtains, or other flammable materials
4. Please do not use mobile batteries that show signs of damage, swelling, or abnormal heat generation.
■ During Room Cleaning
If any of the above situations are observed during room cleaning while you are staying with us, our staff may, for safety reasons, relocate the mobile battery or unplug it to stop charging.
Thank you for your understanding in advance.
For the safety and peace of mind of all our guests, we sincerely appreciate your cooperation and understanding.
2026/01/06
[Important Notice] Beware of Phishing Websites
On Sunday, January 4, we confirmed that notifications directing customers to phishing websites impersonating certain overseas online reservation sites or Kansai Airport Washington Hotel, which we operate, were sent to some guests who made reservations through overseas online booking platforms.
We sincerely apologize for any inconvenience and concern this may have caused.
Please be advised that we will never ask for your credit card information via email, messaging applications, or any other means.
If you receive any suspicious emails or messages, do not open any links contained in them and exercise extreme caution.
Examples of suspicious emails or messages include:
• Messages received via WhatsApp, SMS, or email
• Requests prompting you to enter personal or credit card information under the pretext of “maintaining your reservation” or “reconfirming your credit card details”
We are currently investigating the details of this incident.
If you have any inquiries regarding this matter, please contact us at the following:
________________________________________
Customer Support Desk
Flat Field Operations Co., Ltd.
Kansai Airport Washington Hotel
Tel: +81-72-434-3905
Business Hours: 10:00 a.m. – 6:00 p.m. (JST)
Email: contact@kansai-wh.com
2025/06/02
Notice of Non-Smoking Policy in Guest Rooms
Starting Monday, June 9, 2025, all guest rooms will be designated as non-smoking.
If you wish to smoke, please use the smoking booth located in the lobby on the first floor.
Please note that if smoking (including the use of electronic cigarettes) or cigarette butts are found in the guest rooms, a cleaning fee and room damage compensation fee totaling 30,000 yen will be charged.
(2025.02.25)Notice regarding changes to check-in times
Starting from stays on April 1, 2025, the check-in and check-out times will be changed as follows.
Additionally, the policy for late check-out will also be revised as detailed below.
Effective Date
From check-in on April 1, 2025
Changes
◆Before Change:
Check-in: From 14:00 Check-out: By 10:00
Late Check-out: ¥1,000 per hour per room (tax included), up to a maximum of 14:00
◆After Change:
Check-in: From 15:00 Check-out: By 11:00
Late Check-out: Up to a maximum of 14:00, ¥2,000 per room (tax included)
2024/02/01
Warning about phishing scams.
We have confirmed that beginning in August of 2023, multiple mails were sent out by a third party disguising themselves as one of our group hotels. If you receive a mail supposedly from our group hotel(Washington Hotels,Hotel Gracery,Hotel Tavinos,Hotel Fuhita) that seems strange, requests you to reenter reservation numbers, or asks for credit card information, it may redirect you to a phishing site or expose you to illicit access, so please immediately delete the mail without accessing any link or viewing any attachment within it. Under no circumstances will our group hotels request credit card information or payment by email, except for instances in which you have made use of the hotel. We apologize for any concern that may have been caused for you, and request that you continue to remain aware of the possibility of scam mails.
*”Phishing” is the act of sending emails pretending to be another sender, and redirecting the receiver to a false website in order to gather personal information such as credit card numbers, account information (user ID, password, etc.) and other such important details.