What is cyber security in the hotel industry?
Cyber security in the hotel industry refers to the software and processes that protect guests and a hotel's reputation from security leaks or system attacks. Hotels store a variety of sensitive data, including credit card details, bank accounts, and personal information, so it's essential to have robust processes and software in place to protect this privacy infrastructure.
Why is cyber security important?
Cyber security is crucial in today's digital age, where more information is readily available online, making hotels and their guests more susceptible to cyber-attacks. With so much sensitive data being handled daily, it's essential to have proper security measures in place - not just to protect your hotel's reputation but also to maintain your guests' trust.
Cyber security is about how hotels collect, store, and safely manage customer data, ensuring a safe and smooth guest experience.
What is a hotel data breach?
A hotel data breach occurs when private guest or customer information falls into the wrong hands, either unintentionally or intentionally (typically through hacking).
The information often leaked may include financial data like credit card or bank details, personal details like emails and addresses, or even sensitive hotel documents. When this information is accessed by unauthorized individuals, it can severely damage a hotel's reputation, leading to lost customers and hefty fines.
What are the most frequent data breaches in the hotel industry?
Hotels are frequent targets of data breaches due to online bookings and daily credit card transactions. Similarly, major OTAs like Expedia and Yahoo have experienced data breaches that exposed personal information. Here are the most common types of breaches in the hotel sector.
Malware
Malware is a type of harmful software designed to gain unauthorized access to sensitive information. Various types of malware can cause data breaches in the hotel sector, including Trojans, viruses, worms, and adware. These different forms of malicious software spread in distinct ways.
- Trojans disguise themselves as legitimate software but, once installed, compromise the entire system.
- Viruses insert themselves into other programs and spread throughout a system, similar to a human virus.
- Worms replicate themselves and infect entire networks, often spreading over the internet.
- Memory scraping (RAM-scraping) is a method used to steal credit card information from point-of-sale machines. This malware collects sensitive data by accessing the device's memory.
Malware can be installed by hackers physically accessing hotel computers or through remote administrator access via the hotel's Wi-Fi network. The goal is to steal personal information, such as addresses, credit card details, and other sensitive guest information for malicious gain.
Denial-of-service attack
A Denial-of-Service (DoS) attack occurs when a hacker overloads a network or machine, causing it to crash and interrupt hotel services carried out over Wi-Fi. By flooding the system with traffic or sending disruptive information, the attacker can compromise sensitive data, temporarily or indefinitely halting hotel operations.
Eavesdropping attacks
In an eavesdropping attack, hackers gain access to confidential details, such as passwords and session tokens, by intercepting communication channels or surveying session packages. This type of attack is often carried out over unsecured Wi-Fi networks. The stolen data is then used for the attacker's profit or sold to competitors.
Spam or phishing
Spam and phishing attacks occur when hackers impersonate trusted entities - such as the hotel general manager - to trick customers into divulging sensitive information. This can severely damage a hotel's reputation as guests expect their data to be safeguarded. These types of attacks typically occur through email or fraudulent websites, leading to the theft of personal data.
Ransomware
Ransomware is a type of malicious software that locks down a system or its files after accessing sensitive information. The attacker demands a ransom, and failure to pay results in the destruction of files or the permanent locking of the system. Ransomware can be devastating for hotels, as it disrupts operations and compromises critical data.
DarkHotel hacking
A relatively new type of attack, DarkHotel hacking targets guests by exploiting a hotel's Wi-Fi network. Cybercriminals use fake digital certificates to trick guests into downloading malicious software. Once installed, this software allows the hacker to access guest data, often targeting high-value individuals for financial gain.
Identity theft of customer data
Identity theft occurs when hackers steal sensitive data to create fake bookings or misuse customer information, such as credit card details. These stolen identities are often used for fraudulent transactions, causing financial losses to both guests and hotels.
How to improve your hotel data security?
To protect your hotel from cyber threats, here are some essential steps:
Ensure hotel equipment is only used for its intended purpose
Preventing data leaks starts with restricting hotel computers and business devices to work-related tasks. If employees use these devices to check personal emails or social media, they are more likely to accidentally install malware or fall for phishing scams. Point-of-sale (POS) computers should be used exclusively for transactions to minimize risk.
Back up data regularly and keep systems up-to-date
Backing up critical data - such as financial records, business plans, and guest information - on a separate server is essential. Daily cloud backups, along with weekly, quarterly, and yearly server backups, provide additional security. In the event of an attack, having this data stored elsewhere ensures it remains accessible. Additionally, regularly updating devices and systems with the latest anti-virus software helps protect against emerging threats.
Compartmentalize networks
Segmenting networks reduces the risk of breaches. For example, guests should not have access to the same Wi-Fi network as the hotel's property management system (PMS). Since many hotels offer free Wi-Fi, it's crucial to have a dedicated guest network separate from the corporate network. Additionally, staff devices should be restricted to the corporate network and protected with firewalls.
Use secure passwords
Strong password security is key to preventing data breaches. Regularly update passwords and use unique credentials for each system. Reusing the same or slightly altered passwords across accounts makes it easier for hackers to gain access. Consider changing passwords monthly and using a password manager or generator to create strong, randomized passwords.
Education is key
Employee awareness is crucial in preventing cyber threats. Staff should be trained to recognize phishing attempts and other security risks. Providing ongoing cybersecurity education ensures employees know how to identify threats and respond appropriately, reducing potential damage to the hotel's data and reputation.
Conclusion
We've covered what data breaches are, the different types, and how to prevent them. Hotels are frequent targets for hackers due to the sensitive data they handle and transfer. However, the right PMS, such as Mews, can help mitigate these risks. Features like facial recognition for logins and double authentication for payment requests provide added security, along with other tools designed to protect your properties.
By implementing key protective measures - such as secure passwords, network segmentation, regular backups, and restricting hotel equipment to business use - hotels can significantly reduce the risk of data breaches.
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