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  • Chidozie Uzoezie

Information Theft: Marriott Moves to Protect Guests


Marriott International today, began notifying some of its guests of an incident involving a property system involving illegal access to guests’ information.

The notice explains what occurred, the information involved, the measures taken by Marriott to investigate and address the issue, how Marriott is assisting guests, and steps guests can consider taking.

At the end of February 2020, Marriott identified that an unexpected amount of guest information may have been accessed using the login credentials of two employees at a franchise property.

The company believes that this activity started in mid-January 2020.

Upon discovery, Marriott disabled the login details and immediately began an investigation, implemented heightened monitoring, and arranged resources to inform and assist guests. Marriott also notified relevant authorities and is supporting their investigations.

Although Marriott’s investigation is ongoing, the company currently has no reason to believe that the information involved included Marriott Bonvoy account passwords or PINs, payment card information, passport information, national IDs, or driver’s license numbers.

At this point, the company believes that the following information may have been involved for up to approximately 5.2 million guests:

  • contact details (e.g., name, mailing address, email address, and phone number)

  • loyalty account information (e.g., account number and points balance, but not passwords)

  • additional personal details (e.g., company, gender, and birthday day and month)

  • partnerships and affiliations (e.g., linked airline loyalty programs and numbers)

  • preferences (e.g., stay/room preferences and language preference)

In addition to sending emails to guests involved, Marriott has also set up a dedicated website (www.mysupport.marriott.com) and call center resources with additional information for guests.

Marriott carries insurance, including cyber insurance, commensurate with its size and the nature of its operations, and the company is working with its insurers to assess coverage.

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