Thank you very much for always using Tokyu Stay.
We would like to inform you that the comprehensive recovery work for the issue related to member rank and point allocation that occurred on December 7, 2023, was completed on March 11, 2024. The correct member ranks have been set, and the missing points have been allocated to the affected members.
▼ Report on the Recovery Details
Member Rank Update Issue:
We conducted a detailed investigation and correction of the system, confirming that all members' ranks have been correctly updated. Members can now enjoy the benefits and services they are entitled to.
Point Allocation Issue:
The issue with the point system has also been resolved, and points are now being correctly allocated at the appropriate rates according to the member ranks.
▼ Future Measures
・We will strengthen our system monitoring and conduct regular inspections to prevent recurrence.
・In the event of any problems, we will respond promptly and strive to provide transparent information.
We apologize for any inconvenience this may have caused. We appreciate your continued support and patronage.
Tokyu Resorts & Stay Inc.
We sincerely appreciate your continued use of Tokyu Resorts & Stay SMART CLUB.
It has come to our attention that there is a malfunction in the update of membership ranks and point allocation that has occurred since Thursday, December 7th, 2023.
▼ Period
From Wednesday, December 7th, 2023 to the present
▼ Malfunction Details
・Membership ranks are not being updated correctly.
(For instance, the expected upgrade to Platinum rank is not occurring, and instead remains at the Gold level)
・Points are not being allocated correctly.
(Due to the failure in updating membership ranks accurately, the appropriate point allocation rates based on the member's rank are not being correctly applied, resulting in the failure to allocate points accurately)
We regret to inform you that the situation persists, with no definitive timeline for a complete restoration at this time.
Please note that reservations can still be made as usual through our official website and mobile app.
We deeply apologize for any inconvenience caused to our valued customers.
We will provide further updates and guidance once the restoration is fully completed.
Tokyu Resorts & Stay Inc.
