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Old Nov 20, 2015, 7:32 am
  #1  
JK
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Starwood Notifies Customers of Malware Intrusion

Starwood Notifies Customers of Malware Intrusion

Business Wire

STAMFORD, Conn. -- November 20, 2015

Starwood Hotels & Resorts Worldwide, Inc. (NYSE:HOT) announced today that the point of sale systems of a limited number of its hotels in North America were infected with malware, enabling unauthorized parties to access payment card data of some customers.

Promptly after discovering the issue, Starwood engaged third-party forensic experts to conduct an extensive investigation to determine the facts. Based on the investigation, malware was detected that affected certain restaurants, gift shops and other point of sale systems at the relevant Starwood properties. There is no indication at this time that the Company’s guest reservation or Starwood Preferred Guest membership systems were impacted. The malware was designed to collect certain payment card information, including cardholder name, payment card number, security code and expiration date. There is no evidence that other customer information, such as contact information or PINs, were affected by this issue. The affected hotels have taken steps to secure customer payment card information and the malware no longer presents a threat to customers using payment cards at Starwood hotels.

“Protecting our customers’ information is critically important to Starwood and we take this issue extremely seriously,” said Sergio Rivera, Starwood President, The Americas. “Quickly after we became aware of the possible issue, we took prompt action to determine the facts. We have been working closely with law enforcement authorities and have been coordinating our efforts with the payment card organizations. We want to assure our customers that we have implemented additional security measures to help prevent this type of crime from reoccurring.”

Starwood encourages customers to carefully review and monitor their payment card account statements. If a customer believes his or her payment card may have been affected, the customer should immediately contact their bank or card issuer.

The locations and potential dates of exposure for each affected Starwood property is available at www.starwoodhotels.com/paymentcardsecuritynotice. Customers with questions may call 1-855-270-9179 (U.S. and Canada) or 1-512-201-2201 (International), Monday through Saturday, 8:00 am to 8:00 pm CST or visit www.starwoodhotels.com/paymentcardsecuritynotice for more information.

Starwood Hotels & Resorts Worldwide, Inc. is a hotel and leisure company with nearly 1,275 properties under the brands of St. Regis®, The Luxury Collection®, W®, Westin®, Le Méridien®, Sheraton®, Four Points® by Sheraton, Aloft®, Element® and the Tribute Portfolio™.



View source version on businesswire.com: http://www.businesswire.com/news/hom...1120005525/en/

Contact:
Media:
Starwood Hotels & Resorts
Jessica Doyle, 203-964-4661
[email protected]
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Old Nov 20, 2015, 8:06 am
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And the link that is supposed to tell us which properties only tells us "coming soon".

I got the email with this press release. It should have never been sent until that link provides information.

Ridiculous.
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Old Nov 20, 2015, 8:18 am
  #3  
 
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Originally Posted by clublounger
And the link that is supposed to tell us which properties only tells us "coming soon".

I got the email with this press release. It should have never been sent until that link provides information.

Ridiculous.
While it would be nice if that link were updated, it is still helpful to have the notice come out as soon as the breach is known. I know which card I use for all my Starwood stays and now I can check it to be sure all charges are legit. I don't need to know which properties were breached exactly (although knowing this would limit the time I spend monitoring my card)
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Old Nov 20, 2015, 8:36 am
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Originally Posted by TravelinSperry
While it would be nice if that link were updated, it is still helpful to have the notice come out as soon as the breach is known. I know which card I use for all my Starwood stays and now I can check it to be sure all charges are legit. I don't need to know which properties were breached exactly (although knowing this would limit the time I spend monitoring my card)
Good for you. But, you're wrong. The link should have never been provided until it was properly informative.
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Old Nov 20, 2015, 8:43 am
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Remove the extraneous items from the link. The letter is available here. The list of affected properties is here.
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Old Nov 20, 2015, 10:36 am
  #6  
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My apologies for the inconvenience. The web site is now open:

https://starwoodhotels.allclearid.com/

Best regards,

William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide

[email protected]
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Old Nov 20, 2015, 3:09 pm
  #7  
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Lurker, if you have the ablity - consider posting the original Excel file of the list - or re-sort by city instead of property name (which groups all Westins globally together). Was a bit annoying to have to sift through and cross reference the same NYC trips/dates five times to see if I stayed at the affected property.
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Old Nov 20, 2015, 4:17 pm
  #8  
 
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Question:

Is there a way to tell what part of the system was compromised? For example, I stayed at one of the affected hotels about a week after the malware apparently went away. But my reservation was made well in advance and of course guaranteed with a card... so I am wondering if that part of the systems were compromised or if this is limited to cards actually run during those times.

Likewise, I attended a lunch at an affected hotel during the relevant time frames and used my credit card to pay at the door. The receipt says "Sheraton Banquet."

Lurkers, do you know where to find this answer? Am wonder whether to ask for a new card from AMEX, which will be a PITA since I have a lot of bills set to draft on it. Identity fraud would be a bigger PITA, though, as I know from personal experience.
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Old Nov 20, 2015, 4:24 pm
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Agree how about more details...

....I stayed at 2 of the properties....so does this only effect you if you were physically staying and using a CC during the stay in the allotted time periods?
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Old Nov 20, 2015, 4:25 pm
  #10  
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Originally Posted by 466SHH
Question:

Is there a way to tell what part of the system was compromised? For example, I stayed at one of the affected hotels about a week after the malware apparently went away. But my reservation was made well in advance and of course guaranteed with a card... so I am wondering if that part of the systems were compromised or if this is limited to cards actually run during those times.

Likewise, I attended a lunch at an affected hotel during the relevant time frames and used my credit card to pay at the door. The receipt says "Sheraton Banquet."

Lurkers, do you know where to find this answer? Am wonder whether to ask for a new card from AMEX, which will be a PITA since I have a lot of bills set to draft on it. Identity fraud would be a bigger PITA, though, as I know from personal experience.
My very sincere apologies for the inconvenience. Other than what is stated in the letter, we have no other information to offer. However, we have set up a call center dedicated to answering questions about this issue.

If you have questions you would like answered that aren't specified by the communications already offered, I suggest to call 1-855-270-9179 [or 1-512-201-2201 for callers outside the U.S. or Canada]. The call center hours are Monday through Saturday, 8:00 am to 8:00 pm CST.

Best regards,

William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide

[email protected]
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Old Nov 20, 2015, 4:28 pm
  #11  
 
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It seems I stayed at one property within the window. I did cancel that card earlier this year because of a problem that I can't even recall. Not sure whether it's related to thi sor not.
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Old Nov 20, 2015, 5:23 pm
  #12  
 
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Originally Posted by clublounger
Good for you. But, you're wrong. The link should have never been provided until it was properly informative.
You stated originally that you preferred the whole email not to be sent until the link was provided. I disagree. I do agree there is no point in providing the link until something valid is in it. What if they couldn't provide the hotel list for days? You want them to not announce a known breach? I'm happy with an announcement coming out as soon as known.
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Old Nov 20, 2015, 6:21 pm
  #13  
 
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Starwood has said the following:

The Stamford, Connecticut-based hotelier says malware was found in payment systems at hotel restaurants, gift shops and other retail areas, but not at the front desk where guests pay for their stay.


Here is the listing from Starwood and the dates

http://www.starwoodhotels.com/Media/...Hotel_List.pdf

Starwood Hotels & Resorts locations affected by payment card security issue:

Le Centre Sheraton Montreal Montreal, QC 03/02/2015 04/06/2015
Moana Surfrider, A Westin Resort Honolulu, HI 02/02/2015 04/04/2015
Palace Hotel, San Francisco San Francisco, CA 12/25/2014 04/04/2015
Sheraton Atlantic City Convention Center Hotel Atlantic City, NJ 11/07/2014 05/06/2015
Sheraton Birmingham Hotel Birmingham, AL 03/02/2015 04/14/2015
Sheraton Boston Hotel Boston, MA 03/02/2015 04/09/2015
Sheraton Dallas Hotel Dallas, TX 03/02/2015 04/16/2015
Sheraton Denver Hotel Denver, CO 03/02/2015 05/02/2015
Sheraton Fairplex Hotel & Conference Center Pomona, CA 03/02/2015 04/13/2015
Sheraton Grand Sacramento Hotel Sacramento, CA 03/02/2015 04/19/2015
Sheraton Kansas City Hotel at Crown Center Kansas City, MO 03/02/2015 04/16/2015
Sheraton Maui Resort & Spa Maui, HI 11/07/2014 04/16/2015
Sheraton New Orleans Hotel New Orleans, LA 11/07/2014 04/16/2015
Sheraton New York Times Square Hotel New York, NY 03/02/2015 05/03/2015
Sheraton San Diego Hotel & Marina San Diego, CA 01/03/2015 03/02/2015
Sheraton Seattle Hotel Seattle, WA 03/02/2015 04/16/2015
Sheraton Stonebriar Hotel Frisco, TX 03/02/2015 04/08/2015
Sheraton Waikiki Honolulu, HI 11/07/2014 04/08/2015
Sheraton Wild Horse Pass Resort & Spa Chandler, AZ 03/02/2015 05/06/2015
The Phoenician, a Luxury Collection Resort Scottsdale, AZ 01/23/2015 04/17/2015
The St. Regis Bal Harbour Resort Bal Harbour, FL 03/02/2015 04/16/2015
The Westin Birmingham Birmingham, AL 03/02/2015 04/07/2015
The Westin Boston Waterfront Boston, MA 03/02/2015 04/20/2015
The Westin Charlotte Charlotte, NC 01/06/2015 04/13/2015
The Westin Chicago River North Chicago, IL 03/02/2015 04/05/2015
The Westin Cincinnati Cincinnati, OH 03/02/2015 06/30/2015

Property Location Start End
The Westin Detroit Metropolitan Airport Detroit, MI 03/02/2015 04/09/2015
The Westin Ka`Anapali Ocean Resort Villas Lahaina, HI 03/02/2015 03/26/2015
The Westin Kansas City at Crown Center Kansas City, MO 11/07/2014 04/05/2015
The Westin Kierland Resort & Spa Scottsdale, AZ 01/22/2015 04/05/2015
The Westin Kierland Villas, Scottsdale Scottsdale, AZ 01/20/2015 01/21/2015
The Westin La Paloma Resort & Spa Tucson, AZ 03/02/2015 04/16/2015
The Westin Lombard Yorktown Center Lombard, IL 03/02/2015 04/04/2015
The Westin Los Angeles Airport Los Angeles, CA 03/02/2015 04/04/2015
The Westin Maui Resort & Spa Lahaina, HI 03/02/2015 04/08/2015
The Westin Michigan Avenue Chicago Chicago, IL 03/02/2015 05/14/2015
The Westin Mission Hills Golf Resort & Spa Rancho Mirage, CA 01/06/2015 02/10/2015
The Westin New York at Times Square New York, NY 03/02/2015 04/25/2015
The Westin New York Grand Central New York, NY 03/02/2015 04/10/2015
The Westin Phoenix Downtown Phoenix, AZ 01/05/2015 04/16/2015
The Westin Princeville Ocean Resort Villas Princeville, HI 03/02/2015 03/26/2015
The Westin Seattle Seattle, WA 11/07/2014 04/07/2015
The Westin South Coast Plaza Costa Mesa, CA 11/07/2014 12/03/2014
The Westin St. Francis San Francisco, CA 03/02/2015 04/08/2015
The Westin Stonebriar Hotel & Golf Club Frisco, TX 11/07/2014 04/15/2015
The Westin Waltham Boston Waltham, MA 11/07/2014 04/20/2015
W Hoboken Hoboken, NJ 03/02/2015 04/15/2015
W Hollywood Los Angeles, CA 03/02/2015 04/06/2015
W Montreal Montreal, QC 03/02/2015 04/06/2015
W New Orleans - French Quarter New Orleans, LA 03/02/2015 10/23/2015
W New York - Times Square New York, NY 03/02/2015 03/08/2015
W Retreat & Spa - Vieques Island Vieques Island, PR 03/02/2015 04/13/2015
W South Beach Miami Beach, FL 01/22/2015 04/09/2015
Walt Disney World Dolphin, A Sheraton Hotel Orlando, FL 11/05/2014 04/13/2015
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Old Nov 23, 2015, 9:48 pm
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Here's the list sorted by Country-State/Province-City.

Property City State Country Start End
Le Centre Sheraton Montreal Montreal Quebec Canada 2-Mar-2015 6-Apr-2015
W Montreal Montreal Quebec Canada 2-Mar-2015 6-Apr-2015
W Retreat & Spa - Vieques Island Vieques Island Puerto Rico Puerto Rico 2-Mar-2015 13-Apr-2015
Sheraton Birmingham Hotel Birmingham Alabama United States 2-Mar-2015 14-Apr-2015
The Westin Birmingham Birmingham Alabama United States 2-Mar-2015 7-Apr-2015
Sheraton Wild Horse Pass Resort & Spa Chandler Arizona United States 2-Mar-2015 6-May-2015
The Westin Phoenix Downtown Phoenix Arizona United States 5-Jan-2015 16-Apr-2015
The Phoenician, a Luxury Collection Resort Scottsdale Arizona United States 23-Jan-2015 17-Apr-2015
The Westin Kierland Resort & Spa Scottsdale Arizona United States 22-Jan-2015 5-Apr-2015
The Westin Kierland Villas, Scottsdale Scottsdale Arizona United States 20-Jan-2015 21-Jan-2015
The Westin La Paloma Resort & Spa Tucson Arizona United States 2-Mar-2015 16-Apr-2015
The Westin South Coast Plaza Costa Mesa California United States 7-Nov-2014 3-Dec-2014
The Westin Los Angeles Airport Los Angeles California United States 2-Mar-2015 4-Apr-2015
W Hollywood Los Angeles California United States 2-Mar-2015 6-Apr-2015
Sheraton Fairplex Hotel & Conference Center Pomona California United States 2-Mar-2015 13-Apr-2015
The Westin Mission Hills Golf Resort & Spa Rancho Mirage California United States 6-Jan-2015 10-Feb-2015
Sheraton Grand Sacramento Hotel Sacramento California United States 2-Mar-2015 19-Apr-2015
Sheraton San Diego Hotel & Marina San Diego California United States 3-Jan-2015 2-Mar-2015
Palace Hotel, San Francisco San Francisco California United States 25-Dec-2014 4-Apr-2015
The Westin St Francis San Francisco California United States 2-Mar-2015 8-Apr-2015
Sheraton Denver Hotel Denver Colorado United States 2-Mar-2015 2-May-2015
The St Regis Bal Harbour Resort Bal Harbour Florida United States 2-Mar-2015 16-Apr-2015
W South Beach Miami Beach Florida United States 22-Jan-2015 9-Apr-2015
Walt Disney World Dolphin, A Sheraton Hotel Orlando Florida United States 5-Nov-2014 13-Apr-2015
Moana Surfrider, A Westin Resort Honolulu Hawaii United States 2-Feb-2015 4-Apr-2015
Sheraton Waikiki Honolulu Hawaii United States 7-Nov-2014 8-Apr-2015
The Westin Ka`Anapali Ocean Resort Villas Lahaina Hawaii United States 2-Mar-2015 26-Mar-2015
The Westin Maui Resort & Spa Lahaina Hawaii United States 2-Mar-2015 8-Apr-2015
Sheraton Maui Resort & Spa Maui Hawaii United States 7-Nov-2014 16-Apr-2015
The Westin Princeville Ocean Resort Villas Princeville Hawaii United States 2-Mar-2015 26-Mar-2015
The Westin Chicago River North Chicago Illinois United States 2-Mar-2015 5-Apr-2015
The Westin Michigan Avenue Chicago Chicago Illinois United States 2-Mar-2015 14-May-2015
The Westin Lombard Yorktown Center Lombard Illinois United States 2-Mar-2015 4-Apr-2015
Sheraton New Orleans Hotel New Orleans Louisiana United States 7-Nov-2014 16-Apr-2015
W New Orleans - French Quarter New Orleans Louisiana United States 2-Mar-2015 23-Oct-2015
Sheraton Boston Hotel Boston Massachusetts United States 2-Mar-2015 9-Apr-2015
The Westin Boston Waterfront Boston Massachusetts United States 2-Mar-2015 20-Apr-2015
The Westin Waltham Boston Waltham Massachusetts United States 7-Nov-2014 20-Apr-2015
The Westin Detroit Metropolitan Airport Detroit Michigan United States 2-Mar-2015 9-Apr-2015
Sheraton Kansas City Hotel at Crown Center Kansas City Missouri United States 2-Mar-2015 16-Apr-2015
The Westin Kansas City at Crown Center Kansas City Missouri United States 7-Nov-2014 5-Apr-2015
Sheraton Atlantic City Convention Center Hotel Atlantic City New Jersey United States 7-Nov-2014 6-May-2015
W Hoboken Hoboken New Jersey United States 2-Mar-2015 15-Apr-2015
Sheraton New York Times Square Hotel New York New York United States 2-Mar-2015 3-May-2015
The Westin New York at Times Square New York New York United States 2-Mar-2015 25-Apr-2015
The Westin New York Grand Central New York New York United States 2-Mar-2015 10-Apr-2015
W New York - Times Square New York New York United States 2-Mar-2015 8-Mar-2015
The Westin Charlotte Charlotte North Carolina United States 6-Jan-2015 13-Apr-2015
The Westin Cincinnati Cincinnati Ohio United States 2-Mar-2015 30-Jun-2015
Sheraton Dallas Hotel Dallas Texas United States 2-Mar-2015 16-Apr-2015
Sheraton Stonebriar Hotel Frisco Texas United States 2-Mar-2015 8-Apr-2015
The Westin Stonebriar Hotel & Golf Club Frisco Texas United States 7-Nov-2014 15-Apr-2015
Sheraton Seattle Hotel Seattle Washington United States 2-Mar-2015 16-Apr-2015
The Westin Seattle Seattle Washington United States 7-Nov-2014 7-Apr-2015
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Old Nov 24, 2015, 2:48 am
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Great. I pretty much never stay in the US / Canada and am still hit by about 1/3 of my stays in these countries.
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