Guest Notice Regarding Attempted Phishing Scams

We are aware of an attempted phishing scam being sent over email to guests who recently used Booking.com to book their stays with us.

Some guests have received emails which appear to be from Booking.com instructing them to follow a link and make a payment to avoid their reservation being cancelled. These payments are requested under the guise of either demanding a deposit for a stay or as part of the launch of a new cryptocurrency payment option.

These emails are fraudulent. Do not engage with them.

If you received an email like this and have clicked or provided your credit card details or any personal information, please contact your bank and cancel the payment card used to make the transaction and follow further guidance from your bank.

Even if you did not receive an email like this, or did not engage with it, we still recommend that you reset your Booking.com account password.

At this stage we understand only guest email addresses to have been compromised, unless guests have clicked on the phishing email and entered further details themselves. There is no evidence to suggest that our internal servers or systems have been breached.

Upon learning of this incident, we immediately contacted Booking.com, engaged specialist IT forensic teams to investigate the fraudulent activity, and have taken the following steps:

Reviewed our Booking.com messaging system, halted the messages being sent to customers, and deleted the templates being used for this scam
Instigated a forced reset of edyn’s Booking.com account passwords
Deployed additional anti-malware software across all edyn booking.com users
Set up an investigation team involving cyber security experts and legal counsel to fully investigate the cause and extent of the incident, including liaising with Booking.com
Set up a dedicated customer service team to respond to guests concerns
Contacted all our property teams to reassure any concerned guests
Notified data protection authorities

For any guests who may be affected, please do not hesitate to contact us. The best way to contact us is through live chat, or by emailing [email protected]. Alternatively, you can contact us via phone on +44 (0) 330 174 2694.

Contact us by live chat:

Locke Live Chat | Cove Live Chat | SACO Live Chat

FAQs

I stayed at one of the listed properties recently – what should I do?

If you have a Booking.com account, you should reset your password.
If you haven’t received a suspicious message via Booking.com, or have not engaged with one, there is no further action to take at this time beyond the password change.
How should I respond if I receive one of these phishing emails?
If you suspect you have received one of these phishing emails, do not reply to it, click any links within it, or engage with it in any way. If you are not sure whether the email you have received is fraudulent, the best way to contact us is through live chat, or by emailing [email protected], Alternatively you can contact us via phone on +44 (0) 330 174 2694.
How can I tell which Booking.com emails are real and which are fake?

If you have a booking with us and are not sure whether an email from Booking.com which you have received is fraudulent, please reach out to our team at +44 (0) 330 174 2694.
I’ve fallen victim to this scam, what should I do?

Please contact your bank immediately and cancel the card used to make the transaction and follow further guidance from your bank.

Last updated: 08/12/23