Tokyo Family Stays

Stay Like a Local, Relax like at Home

Important Security Notice for Guests

Some of our guests have received fraudulent WhatsApp messages that use their real booking details. This page explains what is happening, what we know so far, and how to check that a message is genuinely from us. We will keep it updated.


What is happening

Since 25 October 2026, people pretending to be Tokyo Family Stays - or the "customer care" team of a booked property - have contacted guests on WhatsApp. The messages quote real booking details: the guest's name, the property, the stay dates and the booking reference. They link to a fake website that asks for card details to "verify" the reservation. Some claim no payment will be taken, or that it is only a temporary authorisation. Others threaten that the booking will be cancelled within 24 hours.

These messages are not from Tokyo Family Stays.

What we know, and what we don't

What we know: the scammers hold real booking details and are using them on WhatsApp; the card-entry websites are fake; as of 27 October, nine guests have told us they have received a message, and one guest has reported paying money to the scammers.

Tokyo Family Stays and our booking software provider are investigating how these details were obtained. Booking information passes through the platforms and connected software services we pay to help manage reservations. The scammers are using genuine details, and we have not yet received a confirmed explanation of where in that chain the information was obtained, or how many guests' details are involved. Separately, Tokyo Family Stays is reviewing access to its own accounts and the services connected to them.

How to spot the scam

  • It arrives out of the blue - an unexpected WhatsApp message, even though it knows your name, property, dates and booking reference.
  • It asks for card details on an external website. Recent fake addresses have used the word "accomvista" followed by numbers; the names change, so a different address does not mean a link is safe.
  • Sender names seen so far include "themeparksonline" and property "Customer Care" profiles such as "Casagrand Builders".
  • It pressures you: pay within 24 hours or lose the booking, or it claims the charge is only a temporary authorisation.
  • It may use a payee name you do not recognise, such as "Magenta".
  • The WhatsApp messages described above, asking for card details to "verify" a reservation, are fraudulent.
  • If an unexpected message asks you to pay or verify anything - whatever channel it arrives on - check it with us in your existing booking conversation, or email info@tokyofamilystays.com, before you act. We are always happy to confirm.
  • Reported the scam and the fake websites to WhatsApp and to Japan's Anti-Phishing Council.
  • Raised a security incident with our booking software provider, and their security team is investigating.
  • Started an internal review of who and what can access booking information.
  • Begun warning current and upcoming guests directly in their booking conversations.
  • We will update this page as we learn more.
  • If you entered card details or paid, contact your card issuer immediately.
  • Report and block the sender in WhatsApp.
  • Tell us at info@tokyofamilystays.com or in your booking conversation, so we can record what happened and support the investigation.


How to check it is really us

We will never ask for money over WhatsApp. We only use WhatsApp for coordinating your arrival time/details.


What we are doing

  • Reported the scam and the fake websites to WhatsApp and to Japan's Anti-Phishing Council.
  • Raised a security incident with our booking software provider, and their security team is investigating.
  • Started an internal review of who and what can access booking information.
  • Begun warning current and upcoming guests directly in their booking conversations.
  • We will update this page as we learn more.

If you have been affected

  • If you entered card details or paid, contact your card issuer immediately.
  • Report and block the sender in WhatsApp.
  • Tell us at info@tokyofamilystays.com or in your booking conversation, so we can record what happened and support the investigation.

Other hospitality businesses in Japan are being targeted too

This kind of fraud is also targeting guests of other hospitality businesses in Japan. These businesses have published their own warnings:

R9 Hotels Group - 19 October 2026 (Japanese): guests reported WhatsApp messages asking them to confirm reservations, re-enter card details or make urgent payments.

OUR OUR - updated 28 September 2026 (English): its warning describes phishing through WhatsApp, email and SMS, and includes masked examples sent to its guests.

Fujita Kanko / Washington Hotels - 26 October 2026 (English): its update confirms that suspicious messages were sent to some guests of listed HOTEL TAVINOS and Washington Hotel properties.

These notices concern a separate reported incident involving the TEMAIRAZU reservation management system. They show that other hospitality businesses are facing similar scams. They do not establish how our guests' details were obtained, or that the same criminals are responsible.

The back story

Earlier this year we dealt with a similar incident targeting guests. Whether this new wave is connected to that one is unconfirmed - we do not know yet. What we do know is that guests are being targeted again now, and we are treating it with the seriousness it deserves.

A personal note from Tracey: "I'm angry about this, and sorry it is touching people who trusted us with their holidays. I'd rather you hear it from us, while the investigation is still running, than find out the hard way."