It had a link to her reservation, and came complete with all her stay details. The email containing the fraudulent payment request – seen by the Observer – had, apparently, been sent from a standard email address. She was staying in a hotel in Marseille earlier this month for two nights at a cost of €349. Observer reader Julia Berridge says she was forced to cancel her bank card after she followed the instructions in the email she seemingly received from the website. Notifications of the email have also appeared in the company’s app on mobile phones.ī has strenuously denied its system has been hacked and has, instead, blamed the messages on breaches in the email systems of its partner hotels.īut the affected hotels are complaining that this could not have taken place at their end. If they fail to do so within four or 12 hours – the emails vary slightly – the reservation will be cancelled. The email – sent from – claims their stay may have to be cancelled unless they hand over their bank card details via an embedded link. In each case the customer has either checked in, or was due to check in, to a hotel they had reserved using.
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