Marriott International’s guest reservation database hacked
SAN JUAN – Marriott International, considered the world’s largest hotel chain, said Friday that it has taken measures to investigate and address a data security incident involving the Starwood guest reservation database. The data breach could turn out to be one of the largest in history.
On Nov. 19, Marriott’s investigation determined that there was unauthorized access to the database, which contained guest information relating to reservations at Starwood properties on or before Sept. 10., dating back to 2014.
Marriot International has more than 6,700 properties in 30 hotel brands in 129 countries and territories. Starwood brands include W Hotels, St. Regis, Sheraton Hotels & Resorts, Westin Hotels & Resorts, Element Hotels, Aloft Hotels, The Luxury Collection, Tribute Portfolio, Le Méridien Hotels & Resorts, Four Points by Sheraton and Design Hotels. Starwood-branded timeshare properties are also included in the incident. Marriott-branded properties use another database, which was not breached.
The company said an unauthorized party had copied and encrypted information, and took steps toward removing it. The company has not finished identifying duplicate information in the database, but believes it contains information on up to approximately 500 million guests who made a reservation at a Starwood property.
For about 327 million of these guests, the information includes some combination of name, mailing address, phone number, email address, passport number, Starwood Preferred Guest (SPG) account information, date of birth, gender, arrival and departure information, reservation date, and communication preferences.
For some, the information also includes payment card numbers and payment card expiration dates, but the payment card numbers were encrypted using Advanced Encryption Standard encryption (AES-128). There are two components needed to decrypt the payment card numbers, and at this point, Marriott has not been able to rule out the possibility that both were taken.
For the remaining guests, the information was limited to name and sometimes other data such as mailing address, email address, or other information.
“We deeply regret this incident happened,” said Arne Sorenson, Marriott’s president and CEO. “We fell short of what our guests deserve and what we expect of ourselves. We are doing everything we can to support our guests, and using lessons learned to be better moving forward.”
“Today, Marriott is reaffirming our commitment to our guests around the world. We are working hard to ensure our guests have answers to questions about their personal information, with a dedicated website and call center, “Sorenson continued. Finally, we are devoting the resources necessary to phase out Starwood systems and accelerate the ongoing security enhancements to our network.”
In its press release, Marriott said it has taken the following steps to help guests monitor and protect their information:
Dedicated Website and Call Center
We have established a dedicated website (info.starwoodhotels.com) and call center to answer questions you may have about this incident. The frequently-asked questions on info.starwoodhotels.com may be supplemented from time to time. The call center is open seven days a week and is available in multiple languages. Call volume may be high, and we appreciate your patience.
Marriott will begin sending emails on a rolling basis starting today, November 30, 2018, to affected guests whose email addresses are in the Starwood guest reservation database.
Free WebWatcher Enrollment
Marriott is providing guests the opportunity to enroll in WebWatcher free of charge for one year. WebWatcher monitors internet sites where personal information is shared and generates an alert to the consumer if evidence of the consumer’s personal information is found. Due to regulatory and other reasons, WebWatcher or similar products are not available in all countries. Guests from the United States who activate WebWatcher will also be provided fraud consultation services and reimbursement coverage for free. To activate WebWatcher, go to info.starwoodhotels.com and click on your country, if listed, for enrollment.