How cyber threats target hotels: Booking systems to Wi-Fi networks explained

The hospitality industry has become a prime target for cybercriminals, with 31% of hospitality organisations reporting a data breach in their company history and the average cost reaching £2.5 million per incident. Hotels collect vast amounts of sensitive guest data, from passport details and payment information to travel itineraries, making them goldmines for identity thieves and financial fraudsters.

  1. Vulnerabilities in Hotel Booking Systems

Online hotel booking platforms are significant weak points in hospitality cybersecurity, handling enormous volumes of personal and financial data that attract criminal networks. Recent UK data reveals the scale of this threat, with Action Fraud receiving 532 reports between June 2023 and September 2024 of criminals taking over hotel accounts on Booking.com, resulting in £370,000 in losses. These attacks usually begin with targeted phishing campaigns against hotels, allowing criminals to access booking systems and send fraudulent payment requests to guests. The stolen data often includes names, addresses, payment details, and passport information – everything needed for identity theft and financial fraud.

  1. Risks of Public Wi-Fi Networks in Hotels

Hotel Wi-Fi networks have numerous security weaknesses that cybercriminals routinely exploit to intercept guest data and install malware on connected devices. Most hotel networks use weak encryption or operate as open networks with minimal password protection, creating easy entry points for attackers. Criminal techniques include man-in-the-middle attacks, where hackers position themselves between guests and legitimate networks, capturing all transmitted data, including passwords and financial information. Rogue hotspots that mimic legitimate hotel Wi-Fi names further compound these risks, tricking unsuspecting guests into connecting to criminal-controlled networks that monitor every online activity.

  1. Malware and Ransomware Threats in Hospitality

Malware infiltration is one of the most disruptive threats facing hotels, with ransomware attacks capable of completely paralysing operations and compromising years of guest data. The 2023 MGM Resorts breach exemplifies this risk, costing approximately £100 million and disrupting core systems, including reservations, payment processing, and electronic room access for days. Recent incidents show criminals targeting hotel management platforms like Otelier, which suffered a breach affecting over 437,000 guest records across major chains including Marriott, Hilton, and Hyatt. These attacks jeopardise sensitive customer information and erode the trust that forms the basis of successful hospitality businesses.

  1. Protecting Guest Data: The Role of Cybersecurity Measures

Good cybersecurity frameworks are essential for protecting both hotels and guests from these evolving digital threats. Hotels must implement great security measures, including end-to-end encryption for all data transmission, multi-factor authentication for staff access, and regular security audits to identify vulnerabilities before criminals exploit them. Network segmentation helps contain breaches when they occur, whilst advanced threat detection systems can identify suspicious activity in real time. Staff training programmes are important, as 84% of cyber incidents involve human error or social engineering tactics that target employees.

  1. What Guests Can Do to Stay Safe Online During Their Stay

Travellers can lower their cybersecurity risks by adopting simple but effective protective measures throughout their hotel stays. UK authorities, including the Metropolitan Police, recommend using VPNs on public Wi-Fi networks and avoiding financial transactions or sensitive communications on hotel networks. Guests should verify website authenticity before entering personal details, keep all software updated, and be wary of unexpected payment requests from hotels. Creating three-word passwords for travel-specific accounts and allowing multi-factor authentication where possible provides additional security layers that make accounts harder to compromise.

The intersection of hospitality convenience and digital security creates complex challenges that need vigilance from both industry operators and guests. As cyber threats continue evolving, maintaining awareness of these risks and implementing appropriate protective measures becomes essential for safe and enjoyable travel experiences.