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Marriott says guest reservation database was breached, impacting up to 500 million hotel guests

Posted at 7:00 AM, Nov 30, 2018

Marriott International says a guest reservation database has been breached and may have exposed information of approximately 500 million guests.

The company says it is investigating and addressing the incident that involves the Starwood guest reservation database. They received an alert on Sept. 8 from an internal security tool regarding an attempt to access the Starwood guest reservation database. Marriott quickly called on security experts to help figure out what happened.

Security experts learned there had been unauthorized access to the Starwood network since 2014. On Nov. 19, Marriott was able to decrypt the information and determined that the contents were from the Starwood guest reservation database.

For approximately 327 million guests affected by the breach, the information accessed includes some combination of name, mailing address, phone number, email address, passport number, Starwood Preferred Guest account information, date of birth, gender, arrival and departure information, reservation date, and communication preferences.

Marriott says they have established a dedicated call center (USA: 877-273-9481) to answer questions guests may have about the breach. The call center is open seven days a week and available in multiple languages. 

Marriott has posted information about the breach here

For guest support, click here.



The company posted the following statement about the breach: 

Marriott deeply regrets this incident happened. From the start, we moved quickly to contain the incident and conduct a thorough investigation with the assistance of leading security experts. Marriott is working hard to ensure our guests have answers to questions about their personal information with a dedicated website and call center. We are supporting the efforts of law enforcement and working with leading security experts to improve. Marriott is also devoting the resources necessary to phase out Starwood systems and accelerate the ongoing security enhancements to our network.