July 3, 2025

Dear Customers,

Thank you very much for your continued patronage of Tokyu Stay.

We sincerely apologize for the inconvenience and trouble caused to our customers due to system issues and malfunctions affecting certain reservations and point allocation, as detailed below.

■ Regarding Malfunctions in the Tokyu Stay Reservation System
On Tuesday, July 1, 2025, at 11:50 a.m., a malfunction was confirmed on the Tokyu Stay website, where some customers were unable to make reservations. The restoration work was completed today.

■ Malfunction Regarding Points During Reservation Changes/Cancellations
Currently, some customers are experiencing an issue where points are not correctly awarded or returned when modifying or canceling reservations.
[Details of the Issue]
When changing a reservation, the number of awarded points is not reflected correctly.
When canceling a reservation, used points are not returned.

We have identified the cause of this issue and are proceeding with sequential corrective actions, but there may be a time lag until all changes are completed. There are no actions required by customers at this time.

We sincerely apologize again for the inconvenience caused to affected customers. For some issues, further information will be provided on our website once countermeasures are complete.

Thank you very much for your continued patronage.

Tokyu Resorts & Stays Co., Ltd.