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Rosen Hotels & Resorts® Inc. Completes Investigation of Payment Card Incident

March 4, 2016
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Rosen Hotels & Resorts Inc. (RH&R) values the relationship we have with our guests and understands the importance of protecting payment card information. We are writing to inform you about an incident that may involve some of that information.

We received unconfirmed reports on February 3, 2016 of a pattern of unauthorized charges occurring on payment cards after they had been used by some of our guests during their stay. We immediately initiated an investigation into these reports and hired a leading cyber security firm to examine our payment card processing system. Findings from the investigation show that an unauthorized person installed malware in RH&R’s payment card network that searched for data read from the magnetic stripe of payment cards as it was routed through the affected systems. In some instances the malware identified payment card data that included cardholder name, card number, expiration date, and internal verification code. In other instances the malware only found payment card data that did not include cardholder name. No other customer information was involved. Cards used at RH&R between September 2, 2014 and February 18, 2016 may have been affected.

We are working with the payment card networks to identify the potentially affected cards so that the banks that issued them can be made aware and initiate heightened monitoring on those accounts. For guests where the findings show that the payment card information involved included their name and for whom we have a mailing address or e-mail address, we will be mailing them a letter or sending them an e-mail. We are also supporting law enforcement’s investigation.

If you used a payment card at RH&R during this time frame, we recommend that you remain vigilant for signs of unauthorized charges by closely reviewing your payment card account statements. You should immediately report any unauthorized charges to your card issuer because payment card rules generally provide that cardholders are not responsible for unauthorized charges reported in a timely manner. The phone number to call is usually on the back of your payment card. Please see the section that follows this notice for additional steps you may take to protect your information.

Additionally, we have established a dedicated helpline – (855) 907-3214 – if you have questions about this incident. The call center is open from 8 a.m. to 8 p.m. EST, Monday to Friday. Together with our third party cyber security expert, we have worked tirelessly to contain and address the incident. Additional, enhanced security measures have been implemented to help prevent this from happening again. RH&R regrets any inconvenience or concern this may have caused.


More Information on Ways to Protect Yourself

We recommend that you remain vigilant by reviewing your account statements and credit reports for any unauthorized activity. You may obtain a copy of your credit report, free of charge, once every 12 months from each of the three nationwide credit reporting companies. To order your annual free credit report, please visit www.annualcreditreport.com or call toll free at 1-877-322-8228. Contact information for the three nationwide credit reporting companies is as follows:

Equifax, PO Box 740256, Atlanta, GA 30374, www.equifax.com, 1-800-525-6285
Experian, PO Box 9554, Allen, TX 75013, www.experian.com,1-888-397-3742
TransUnion, PO Box 2000, Chester, PA 19022-2000, www.transunion.com, 1-800-916-8800

If you believe you are the victim of identity theft or have reason to believe your personal information has been misused, you should immediately contact the Federal Trade Commission and/or the Attorney General’s office in your state. Contact information for the Federal Trade Commission is as follows:

Federal Trade Commission, Consumer Response Center, 600 Pennsylvania Avenue, NW
Washington, DC 20580, 1-877-IDTHEFT (438-4338), www.ftc.gov/idtheft

You can obtain information from these sources about steps an individual can take to avoid identity theft as well as information about fraud alerts and security freezes. You should also contact your local law enforcement authorities and file a police report. Obtain a copy of the police report in case you are asked to provide copies to creditors to correct your records.

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