Letter From Our President - Updated

January 22, 2016

Dear Starwood Customers:

I am writing to provide you with an update regarding the nature and circumstances of the data security issue we initially announced on November 20, 2015. As indicated in my November 2015 letter, a malware intrusion affected some point of sale systems at a limited number of Starwood hotels in North America. Since that time, we have been working diligently with third-party forensic experts to continue our investigation to help ensure that all impacted hotels have been identified. Based on the continued investigation, we have identified some additional hotels whose point of sale systems were affected by this issue. The updated list of locations and potential dates of exposure for each affected Starwood property is provided here.

As indicated in my prior letter, we discovered that the point of sale systems at certain Starwood hotels were infected with malware, enabling unauthorized parties to access payment card data of some of our customers. We want you to know that the affected hotels have taken steps to secure customer payment card information, and the malware no longer presents a threat to customers using payment cards at our hotels. We also want to assure you that protecting the security of our customers’ personal information is a top priority for Starwood.

As indicated in my prior letter, we have determined the following:

  • The malware affected certain restaurants, gift shops and other point of sale systems at the relevant Starwood properties. We have no indication that our guest reservation or Starwood Preferred Guest membership systems were impacted.
  • The malware was designed to collect certain payment card information, including cardholder name, payment card number, security code and expiration date. There is no evidence that other customer information, such as contact information, Social Security numbers or PINs, were affected by this issue.

We sincerely regret any inconvenience this may cause. We take our obligation to safeguard personal information very seriously and are alerting affected customers about this incident so they can take steps to help protect their information. You are entitled under U.S. law to one free credit report annually from each of the three nationwide consumer reporting agencies. To order your free credit report, visit www.annualcreditreport.com or call toll-free at 1-877-322-8228. We encourage you to remain vigilant by reviewing your account statements and monitoring your free credit reports. If you believe your payment card may have been affected, please contact your bank or card issuer immediately.

In addition, we have arranged with AllClear ID to offer identity protection and credit monitoring services to affected Starwood customers for one year at no cost to them. The Reference Guide provides information on registration and recommendations by the U.S. Federal Trade Commission on the protection of personal information.

If you have any questions or would like more information, please call 1-855-270-9179 (U.S. and Canada) or 1-512-201-2201 (International), Monday through Saturday, 8:00 am to 8:00 pm CST.

Again, we sincerely apologize for any inconvenience this issue may cause.


Sergio Rivera
President, The Americas

Letter From Our President (November 20, 2015)
California Notification Letter
Hotel List (Updated January 22, 2016)
Reference Guide
FAQ (Updated January 22, 2016)
Press Release (Issued November 20, 2015)