It came to light on March 10, 2021, that the registration cards of guests who stayed at Cross Hotel Osaka in December 2019 are missing from the hotel’s onsite warehouse. The information on the cards included guests’ names, addresses, telephone numbers, e-mail addresses, gender, dates of birth, and nationality. Guests’ credit card numbers and passport data were not stored on the registration cards. The incident involves the personal information of a maximum of 9,629 guests, who stayed at the hotel from December 1, 2019 to December 31, 2019.

Cross Hotel Osaka takes this situation very seriously and immediately triggered an investigation which so far believes that it is unlikely that the registration cards were leaked to a third party and is most probable that the registration cards were accidentally destroyed before the storage deadline set by the company. There is no evidence that the registration cards were illegally removed from the hotel premises. Cross Hotel Osaka has also not received any inquiries regarding the illegal use of guest information, nor have there been any reports of guests having been affected.

Cross Hotel Osaka will continue to work to fully clarify the circumstances behind the incident during an ongoing investigation to quickly identify how the registration cards were lost.

Cross Hotel Osaka asks guests to be on the lookout for direct mailings, fraudulent telephone calls, or other possible contact from parties impersonating Cross Hotel Osaka.

For inquiries or issues related to this matter, please contact us at the following telephone number.

[Contact Points for Customer Inquiries]
Telephone number: +81-6-6213-8281
Hours: 09:00 to 19:00 (open weekdays, weekends & holidays)

Cross Hotel Osaka takes this situation very seriously and regrets any inconvenience this may have caused guests. We will take stringent measures to securely manage guest information to prevent a future recurrence. Should any new relevant information regarding this matter come to light, it will be announced in a timely manner.