MESSAGE FROM GLOBAL PRESIDENT OF OPERATIONS


Dear Hyatt Guest,

We understand the importance of protecting customer information and securing our systems, and we regret to inform you that we discovered signs of and then resolved unauthorized access to payment card information from cards manually entered or swiped at the front desk of certain Hyatt-managed locations between March 18, 2017 and July 2, 2017. A list of affected hotels and respective at-risk dates is available here.

Upon discovery, we launched a comprehensive investigation to understand what happened and how this occurred, including engaging leading third-party experts, payment card networks and authorities. Based on our investigation, we understand that such unauthorized access to card data was caused by an insertion of malicious software code from a third party onto certain hotel IT systems. Our enhanced cybersecurity measures and additional layers of defense implemented over time helped to identify and resolve the issue. I want to assure you that there is no indication that information beyond that gained from payment cards – cardholder name, card number, expiration date and internal verification code – was involved, and as a result of implemented measures designed to prevent this from happening in the future, guests can feel confident using payment cards at Hyatt hotels worldwide.

While we estimate that the incident affected a small percentage of payment cards used by guests who visited the group of affected Hyatt hotels during the at-risk time period, the available information and data does not allow Hyatt to identify each specific payment card that may have been affected. It’s important to Hyatt that we notify guests and provide helpful information about steps they can take, and we have directly contacted all guests for whom we have appropriate contact information that checked in to an affected hotel during the at-risk dates. As always, the primary step customers can take is to review their payment card account statements closely and report any unauthorized charges to their card issuer immediately.

This incident is something we take seriously, and we are sorry for the inconvenience and concern this may cause our guests. If you have questions or would like more information, please call:

  • People’s Republic of China: 4001 200 597 (English/Mandarin/Cantonese) from 9AM-6PM China Standard Time
  • Korea: 00798 8523 8066 (English/Korean) from 9AM-6PM Korea Standard Time
  • Japan: 050 3822 4804 (English/Japanese) from 9AM-6PM Japan Standard Times
  • Europe: 0800 973 1234 (English/German/French/Italian/Spanish/Russian/Arabic/Dutch) from 9AM-6PM Central European Time
  • India: 1 800 122 1234 (English/Hindi/Arabic) from 9AM-6PM India Standard Time
  • Southeast Asia: 1 800 888 1234 (English/Tagalog/Korean) from 9AM-6PM Philippine Time
  • Pacific: 13 1234 (English) from 9AM-6PM Australian Eastern Standard Time
  • United States and Rest of World: +1 855 474 9288 (English) from 7AM-9PM U.S. Central Standard Time
  • United States and Rest of World: +1 402 938 3421 (English/Spanish) from 7AM-9PM U.S. Central Standard Time

Sincerely,

Chuck Floyd
Global President of Operations
Hyatt Hotels Corporation

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