Staying One Step Ahead: What Hoteliers Need to Know About Cybersecurity
Cybersecurity is no longer a back-office concern. It’s a business-critical issue for hoteliers. As the hospitality industry becomes increasingly digital, cybercriminals are seizing new opportunities to exploit hotel systems, staff, and guests. From ransomware attacks to loyalty program fraud, the threats are growing in volume and sophistication. But with the right awareness and safeguards, hotels can strengthen their defenses and maintain guest trust. The Retail & Hospitality Information Sharing and Analysis Center (RH-ISAC) highlights key information for hoteliers regarding cybersecurity.
Why Are Hotels a Target?
Hotels hold a wealth of valuable data, including credit card numbers, passport details, and personal contact information, all of which can be monetized or exploited in identity theft schemes. Additionally, many hotel environments rely on a mix of legacy and modern technologies, including internet-connected devices like smart locks and in-room entertainment systems, which can introduce security gaps. High staff turnover and limited cybersecurity training can also make hotel teams vulnerable to social engineering and phishing attacks.
What Threats Should Hoteliers Watch For?
Some of the most common and costly cyber threats in hospitality include:
Phishing and Business Email Compromise: Fake emails or phone calls that appear to come from executives, vendors, or booking platforms can trick staff into transferring money or handing over credentials.
Ransomware: Attackers encrypt hotel systems and demand payment to unlock them, potentially shutting down booking systems, check-in processes, or access to room controls.
Wi-Fi Exploits: Insecure guest Wi-Fi networks can be an open door for attackers to intercept guest data or launch attacks within the hotel’s network.
Steps to Strengthen Your Cyber Defenses
Although the threat landscape is always evolving, there are basic steps hoteliers can take to reduce risk:
Set Up Strong Systems and Processes
Segment Networks: Keep guest Wi-Fi separate from operational systems to prevent attackers from moving laterally across your infrastructure.
Use Strong Access Controls: Limit access to sensitive systems and data to only those who need it. Require multi-factor authentication for administrative access.
Train Your Team Thoroughly
Train Staff Regularly: Employees are your first line of defense. Ensure all staff—from front desk to housekeeping—know how to spot phishing attempts and understand basic cybersecurity best practices. Explain phishing, pretexting, and impersonation—especially scenarios that target help desks (e.g., fake password reset requests).
Promote a Pause-and-Verify Culture: Encourage staff to question unusual or urgent requests. Make it clear that it’s okay to say “no” or escalate. Consider revising policies around when and how MFA and password resets are managed.
Maintain Your Systems
Update Systems Promptly: Regularly patch software, devices, and servers to close known vulnerabilities.
Collaborate: Sharing threat information helps the entire industry stay ahead of emerging threats and strengthens collective resilience. Join an information sharing and analysis center (ISAC) to access real-world insights and best practices.
Cybersecurity may seem complex, but ignoring it is far riskier. By investing in prevention and awareness, hoteliers can protect their operations, their brand, and most importantly, their guests.
Find more expert insights like this in the Fall/Winter 2025-26 Edge Magazine. Request your copy today!
