Frequently asked questions?
1. What happened?
An unauthorized third party gained access to our reservation management platform. A guest list was copied by this unauthorized party. We subsequently observed a targeted phishing campaign contacting guests posing as our hotels and directing them to a fake website to reconfirm credit card details. To help prevent you entering details on such fake websites , we informed you as soon as possible after we became aware of this incident, namely on 12/02/2026.
2. What information about me was involved?
The personal data fields include names, addresses, email addresses, telephone numbers, the last four digits of credit cards, creditcard expiry dates, room type, booked packages, and text provided under “additional information” when making a reservation (for example, allergies). Full credit card numbers were thus not included in the exported lists.
3. Were my full card details or CVV exposed?
No. The lists did not contain full card numbers or CVV codes. However, the last four digits and expiry dates were included, and the attackers used guests’ contact details to send convincing phishing messages trying to obtain full card details.
Kindly note that it is virtually impossible for hackers to do anything with the parts of your credit card details, as there are more than 100 million possibilities that hackers would have to try.
4. How might this affect me?
The main risk is targeted phishing or social engineering. Because the attackers may know your name, contact details and some booking information, their messages can look very credible. They may try to trick you into entering full card details or other personal information on fake sites. Please be cautious with any unexpected messages.
5. What should I do now?
Do not click links or open attachments in unexpected messages about your booking. We will never ask you to confirm full card details via email or through a link. If you think you entered card details on a suspicious site, contact your card issuer immediately to monitor, block, or replace your card, and check your statements for unauthorized activity. Please report any suspicious messages to us using the contact details below.
6. What have you done to fix this?
We promptly warned guests about the phishing activity, engaged external cybersecurity experts to investigate and analyze our IT environment. We are also taking further steps to reduce the risk of these incidents reoccurring.
7. Which guests are affected?
The compromised list of details contained information regarding reservations from 10/02/2026 to 24/10/2031. If you have received our notification message or email, it is because your details appeared in one of the lists.
8. Do I need to cancel or re‑book my reservation?
Your existing reservations remain valid. You do not need to cancel or re‑book. Please be cautious about any message asking you to reconfirm payment details or make an urgent payment relating to your booking.
9. Did the attackers access my online account with you?
We do not operate guest self‑service accounts for bookings that store full card details. The incident involved exported reservation lists, as described above.
10. Did you report this to authorities?
We have taken steps required by law, including assessment under the GDPR and notified the relevant supervisory authorities and the police. For any law enforcement enquiries, please use the contact details below.
11. Has this affected your hotel operations?
Our hotel operations, including existing reservations, remain unaffected.
12. How can I contact you for further questions?
If you have other questions, you can contact us at HA243@ACCOR.COM
An unauthorized third party gained access to our reservation management platform. A guest list was copied by this unauthorized party. We subsequently observed a targeted phishing campaign contacting guests posing as our hotels and directing them to a fake website to reconfirm credit card details. To help prevent you entering details on such fake websites , we informed you as soon as possible after we became aware of this incident, namely on 12/02/2026.
2. What information about me was involved?
The personal data fields include names, addresses, email addresses, telephone numbers, the last four digits of credit cards, creditcard expiry dates, room type, booked packages, and text provided under “additional information” when making a reservation (for example, allergies). Full credit card numbers were thus not included in the exported lists.
3. Were my full card details or CVV exposed?
No. The lists did not contain full card numbers or CVV codes. However, the last four digits and expiry dates were included, and the attackers used guests’ contact details to send convincing phishing messages trying to obtain full card details.
Kindly note that it is virtually impossible for hackers to do anything with the parts of your credit card details, as there are more than 100 million possibilities that hackers would have to try.
4. How might this affect me?
The main risk is targeted phishing or social engineering. Because the attackers may know your name, contact details and some booking information, their messages can look very credible. They may try to trick you into entering full card details or other personal information on fake sites. Please be cautious with any unexpected messages.
5. What should I do now?
Do not click links or open attachments in unexpected messages about your booking. We will never ask you to confirm full card details via email or through a link. If you think you entered card details on a suspicious site, contact your card issuer immediately to monitor, block, or replace your card, and check your statements for unauthorized activity. Please report any suspicious messages to us using the contact details below.
6. What have you done to fix this?
We promptly warned guests about the phishing activity, engaged external cybersecurity experts to investigate and analyze our IT environment. We are also taking further steps to reduce the risk of these incidents reoccurring.
7. Which guests are affected?
The compromised list of details contained information regarding reservations from 10/02/2026 to 24/10/2031. If you have received our notification message or email, it is because your details appeared in one of the lists.
8. Do I need to cancel or re‑book my reservation?
Your existing reservations remain valid. You do not need to cancel or re‑book. Please be cautious about any message asking you to reconfirm payment details or make an urgent payment relating to your booking.
9. Did the attackers access my online account with you?
We do not operate guest self‑service accounts for bookings that store full card details. The incident involved exported reservation lists, as described above.
10. Did you report this to authorities?
We have taken steps required by law, including assessment under the GDPR and notified the relevant supervisory authorities and the police. For any law enforcement enquiries, please use the contact details below.
11. Has this affected your hotel operations?
Our hotel operations, including existing reservations, remain unaffected.
12. How can I contact you for further questions?
If you have other questions, you can contact us at HA243@ACCOR.COM
