Apology and Notification Regarding Unauthorized Access to Our Airbnb Account, Phishing Messages, and Possible Exposure of Customers’ Personal Information

February 6, 2025

We have confirmed that our Airbnb account, which we use to manage reservations, was subject to unauthorized access. As a result, phishing messages containing links to fraudulent websites were sent to some customers who booked our accommodations through Airbnb. Additionally, there is a possibility that third parties accessed customers’ personal information available through our account. Furthermore, we have confirmed that some customers who provided their credit card information on the phishing site have suffered financial damage.
We sincerely apologize for the inconvenience and concern this may have caused.

Incident Details

Between February 2 and February 3, 2025, we discovered that messages containing links to phishing websites were sent from our account via Airbnb’s messaging system to customers who had booked accommodations through Airbnb. Upon identifying the issue, we promptly notified the affected customers, advising them not to click on the fraudulent links.
After conducting a security check, we confirmed that unauthorized access had occurred on some of our devices. We are currently investigating the cause of the breach, the types and extent of any leaked personal information, and other details in collaboration with Airbnb and law enforcement agencies.
To prevent further damage, we have changed our account login password using a device that was not affected by unauthorized access. Additionally, we have confirmed that no unauthorized access has occurred on our accounts with other booking platforms.

Request to Our Customers

To customers who booked our accommodations through Airbnb, we handle all accommodation and additional service fees exclusively through Airbnb and do not request payments or credit card information via external websites. Please do not click on any links leading to external payment sites and refrain from entering any payment information.
If you receive a suspicious message, please contact Airbnb support or reach out to us using the contact information below.

Contact Information for This Matter

[For Customers Who Have Booked or Stayed via Airbnb]
Contact us via Airbnb’s messaging system or emial: info@resistay.jp

[Other Inquiries]
email: info@resistay.jp