Marriott International Inc said on Friday that there was unauthorized access to the Starwood guest reservation database, which contained guest information relating to reservations at its Starwood properties, on or before September 10, 2018.
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.
According to the company, On September 8, 2018, it received an alert from an internal security tool regarding an attempt to access the Starwood guest reservation database in the United States.
The company said it engaged security experts to help determine what occurred. Marriott learned during the investigation that there had been unauthorized access to the Starwood network since 2014.
The company said it recently discovered that an unauthorized party had copied and encrypted information, and took steps towards removing it. According to Marriott, on November 19, 2018, it was able to decrypt the information and determined that the contents were from the Starwood guest reservation database.
The company stated it 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 approximately 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 Chief Executive Officer. “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.”
Marriott said it has reported this incident to law enforcement and has already begun notifying regulatory authorities.