Cybersecurity in hotels have you thought about the economic and human cost of not paying attention?
Risk and general context
Why cyber security is critical in the hospitality industry
The hotel industry handles large volumes of guests' personal and financial data on a daily basis: bookings, card payments, passport numbers, etc. This makes hotels attractive targets for cybercriminals. In addition, the industry is becoming increasingly digitised (mobile check-in, online bookings, IoT devices in rooms), which widens the attack surface. A report by IBM Security places the hospitality industry among the top ten most targeted sectors globally, so protecting hotel information is critical.
Financial and reputational impact of a breach
The consequences of a hotel security breach are severe: data theft, service disruption and immediate reputational damage. For example, when an attacker breaches the reservation system, they can steal card or passport numbers. In addition to direct financial loss (such as fraudulent payments), the hotel suffers regulatory fines and loss of confidence.
A paradigmatic case was the massive breach at Marriott (2014-2018) that exposed 500 million guests' data, with penalties in the millions of dollars. Another recent example was the ransomware attack on MGM Resorts in 2023, which put its PMS out of service for days and caused losses estimated at $100 million. In short, a cybersecurity breach can cost a hotel tens of thousands to millions, as well as damage its reputation and the guest experience.
Most common types of attacks in hotels
Emails or messages addressed to hotel staff (often impersonating travel agencies or OTAs) that seek to trick them into stealing credentials or downloading malware.
Malware that encrypts or locks down critical systems until a ransom is paid. It has rendered hotels and casinos (such as MGM in 2023) inoperative for hours or days.Data breaches: intrusions into guest databases to extract sensitive information (cards, IDs, etc.). Hotels are easy targets due to the large amount of data they handle. For example, in the Marriott breach, card data was not encrypted, which facilitated massive theft.
Although less media-friendly, employees with broad access can leak information or fall victim to deception. In this general context, investing in hospitality cybersecurity is not optional: it is essential to maintain hotel operations, protect customer confidence and avoid catastrophic financial losses.
Critical assets in a hotel
Property Management System (PMS)
Property Management System (PMS): is the “operating system” of the hotel, centralising reservations, check-in/out, housekeeping, billing and other processes. The PMS handles sensitive data (guests' personal and financial information) and coordinates key tasks, so its security is paramount. A failure or intrusion in the PMS can paralyse daily operations and expose massive amounts of customer information.
Payment gateways and PCI-DSS
Payment gateways and PCI-DSS compliance: Hotels process credit/debit card payments via POS or online gateways. These platforms encrypt guests' bank details in transit and must comply with the PCI-DSS standard. This protocol requires strict security measures (data encryption, access control, annual audits), with severe financial penalties for non-compliance. Proper integration of the PMS with certified gateways (Stripe, Redsys, etc.) ensures that card data is handled by a secure third party, freeing the hotel from storing this sensitive information.
Public and private Wi-Fi networks
Public and private Wi-Fi networks: Most hotels offer free Wi-Fi to guests. However, it is vital to segment that network from the hotel's internal network (where PMS, databases and management systems are located). Many hotel Wi-Fi networks have vulnerabilities that could expose sensitive guest data. Inadequate isolation of the guest network may allow lateral attacks to the internal network. Therefore, it is recommended to have at least two separate networks (guest vs. operational) and to apply strong passwords on the internal network.
IoT and in-room devices
IoT and connected devices in rooms: electronic locks, smart thermostats, voice assistants, connected TVs, etc., are increasingly present in hotels. If these devices do not have up-to-date firmware or strong encryption, they can become gateways for hackers. For example, digital locks should implement advanced encryption and regular updates to prevent attacks. A hotel with many IoTs increases its attack surface, so each device must be assessed as a critical asset and protected appropriately.
Specific attack vectors
Targeted malvertising and phishing.
Targeted phishing and malvertising: specific malicious campaigns against hotels are proliferating. In a recent case (reported by GBHackers/Okta), attackers launched malicious ads on search engines impersonating regular suppliers. When clicked, hotel staff were redirected to fake portals that stole their login credentials to PMS or management systems. Similarly, waves of fake emails impersonating Booking.com or OTAs have been detected, tricking receptionists into revealing passwords or installing malware. These social engineering attacks are highly targeted and require training to distinguish them.
Credentials and compromised remote access
Compromised credentials and insecure remote access: Administrator or privileged staff credentials are coveted by attackers. Remote access protocols such as RDP/SSH/VPN with weak passwords are a serious risk. In fact, it is common for users to reuse simple passwords for remote connections; without password management, these connections are left open to credential stuffing attacks. An attacker gaining remote access to the network (e.g. via RDP without MFA) can expand laterally. Multi-factor authentication and regular password changes are essential to mitigate this vector.
Vulnerabilities in third-party software
Vulnerabilities in third-party software integrated with the PMS: Modern PMSs are integrated with numerous external applications (channel managers, OTAs, billing systems, mobile applications, etc.). Each integration is a potential attack vector. If one of these third-party systems is vulnerable or misconfigured, an attacker could use it to compromise the central PMS. One study notes that third-party vendor access to hotel systems “increases vulnerabilities and security breaches”. For example, an OTA with leaked credentials could allow entry into the hotel's core. Auditing and limiting third-party access through strong authentication is key.
Good technical practices
Network segmentation and access controls:
Network segmentation and access control: Implement VLANs or other partitions that separate guest, operations and payment networks. This prevents a hacker on the public network from accessing internal systems. Internally, use role-based access controls: every employee should have the minimum necessary permissions. Not everyone needs to be a system administrator. Also, enable multi-factor authentication (MFA) on critical accounts (PMS, corporate mail, POS) to add an extra layer of security.Patch management and PMS update
Continuous updating and patch management of the PMS: Always keep the PMS and other software up to date. Attackers exploit vulnerabilities in outdated versions. Outdated« systems are identified as major risks leading to data loss and penalties. LeanHotelSystem updates its software weekly in the cloud, but in general any hotel should apply security patches on a timely basis and plan regular reviews.Patch management and PMS update
Continuous updating and patch management of the PMS: Always keep the PMS and other software up to date. Attackers exploit vulnerabilities in outdated versions. Outdated« systems are identified as major risks leading to data loss and penalties. LeanHotelSystem updates its software weekly in the cloud, but in general any hotel should apply security patches on a timely basis and plan regular reviews.Intrusion Detection and Monitoring (SIEM)
Active monitoring and SIEM systems: implement continuous detection and monitoring solutions. Advanced firewalls, intrusion detection systems (IDS/IPS) and SIEM (Security Information and Event Management) tools allow you to identify suspicious patterns in real time. A SIEM collects logs from all systems and alerts on anomalous behaviour (e.g. multiple failed attempts or unexpected traffic). 24/7 monitoring combined with regular audits helps detect and contain incidents before they spread.Governance and compliance
Internal policies and responsible roles
Internal policies and defined roles: Establish a formal security policy defining roles and responsibilities (e.g. a security officer) and rules for handling information. Be sure to document clear procedures (regular change of passwords, device usage rules, access restriction, etc.) and communicate this to all staff. An organisational structure that prioritises security reduces critical human errors and ensures that, in the event of a breach, everyone knows what to do.
PCI-DSS requirements and personal data protection
PCI-DSS compliance and personal data protection (GDPR): comply with current regulations. For card payments it is mandatory to follow PCI-DSS standards (tokenisation, encryption of card data, annual validations). With regard to personal guest data (identification data, contracts, photographs), the Data Protection Act (GDPR) must be complied with. This involves, among other things, minimising the information collected, obtaining explicit consents and ensuring privacy by design. Maintaining these compliances not only protects customers, but also avoids legal fines and reputational sanctions.
Audits, penetration testing and incident response
Audits, penetration testing and incident response: conduct regular assessments with external experts to verify the effectiveness of measures. Penetration (pentesting) and intrusion testing help to discover breaches before attackers do. In addition, develop a cyber incident response plan: define how to react to a breach (who coordinates, communication protocols, backups, etc.). If an incident is triggered, follow legal obligations (e.g. in the EU, authorities must be notified of the breach within 72 hours).
Solutions and services (how Lean Hotel System PMS can help)
Secure integrations
LEAN Hotel System is a cloud PMS designed to provide efficient and cyber-secure hotel management. It runs on Amazon Web Services (AWS) infrastructure and is PCI DSS compliant, ensuring data and transaction protection. Both bookings coming from the Channel Manager and those booked directly in the PMS are tokenised, avoiding the storage of actual card information. In addition, during the self check-in (POK) process either through the kiosk or the virtual system, no photos of documents or passports are stored, protecting the privacy of guests. Its cloud-based 100% architecture allows for continuous security updates and patches, reinforcing security against new threats and ensuring that the hotel always operates with the utmost technological confidence.
Managed services: backups, patching and monitoring
It also offers managed services: automatic backups and secure cloud storage, remote monitoring of the platform. These managed functions relieve the hotel of many operational burdens, ensuring that there are always up-to-date backups and 24/7 monitoring.
Chain vs. independent hotel packages
Finally, LEAN adapts its solutions according to the size of the hotel: from chains with thousands of rooms to independent accommodations. In all cases, LEAN's architecture adds layers of security (authentication, encryption, SSO, etc.) without sacrificing ease of use, enhancing protection without additional complexity.
Training and culture
Employee awareness programmes
Employee awareness programmes: Regularly train staff on cybersecurity. Internal workshops and campaigns can teach how to recognise phishing emails, secure password practices and protocols to follow. Industry studies indicate that training drastically reduces clicks on malicious emails. For example, training receptionists and front desk staff to identify phone lures or suspicious emails strengthens a hotel's defences.
Procedures for receptions and reservations
Secure protocols in reception and reservations: establish specific routines in guest contact areas. Use digital check-in with explicit consent (LEAN has apps that digitise the signature and RGPD consent - Front Desk App). At the front desk, double-check the identity of the person making the payment or check-in, and avoid sharing devices or credentials. These physical and digital best practices prevent unauthorised access to booking and payment data.
Phishing drills and improvement metrics
Phishing drills and tracking results: Run internal phishing exercises by sending fictitious emails to employees and measuring responses. Recording who reports the attempt or who falls for the trap allows you to identify areas for improvement in training. Repeating these drills regularly reinforces the security culture, causing staff to adopt increasingly cautious habits when receiving dubious communications.
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