18/09/2026
IMPORTANT NOTICE FOR GUESTS
Ascott Indonesia has been advised that a third-party hotel reservation platform used by some of its properties in the country and other hotel operators, was impacted by unauthorized access on Sunday, 13 September 2026. The incident does not affect the wider network of Ascott properties globally.
The personal data suspected to have been affected includes guests’ names, telephone numbers, booked properties, and stay periods. Financial and payment information were not accessed. The precise scope and circumstances of the incident remain under investigation.
Ascott Indonesia has received a small number of reports from guests who received suspicious WhatsApp messages appearing to relate to their hotel reservation and seeking payment through a link. As a precautionary measure, affected guests are being notified directly and advised remaining vigilant against suspicious communications.
As the affected personal data could potentially be used for phishing, impersonation or other fraudulent activities, affected guests are advised to take the following measures to prevent or minimize further harm:
avoid accessing links or providing personal or payment information in response to suspicious messages concerning an Ascott reservation;
confirm any reservation-related request directly with the relevant Ascott property using its official contact details;
remain alert to suspicious calls, messages or emails referring to reservation information;
contact their bank or card issuer promptly if they have entered payment card information through a suspicious link and monitor the relevant account or card for unauthorised activity; and
change the passwords for relevant online accounts to help prevent further harm.
If you are unsure about any communication relating to your booking, please verify it directly through Ascott Indonesia’s official channels or contact [email protected]
Protecting the privacy and security of our guests' information remains a priority. We are working closely with the relevant parties to determine the full circumstances of the incident and to assess and implement any additional safeguards considered appropriate.
