To Our Valued Guests:

We recently learned of an issue involving unauthorized access to guest information associated with certain hotel reservations at Rosewood Hotel Group (“Rosewood”) hotels. The issue affected the systems of Sabre Hospitality Solutions (“Sabre”), a service provider used by Rosewood and other major hotel brands to process guests’ hotel reservations.  Sabre informed Rosewood that other hotel brands were similarly impacted by this issue.  The issue did not affect Rosewood’s own systems.  If you made a reservation at one of the Rosewood hotels listed here between May 29, 2016 and January 11, 2017, we recommend that you review the information that follows carefully.

Sabre notified us in late December 2017 that it had uncovered evidence that, between May 29, 2016 and January 11, 2017, an unauthorized party had gained access to certain Rosewood guest reservation information that was maintained on Sabre’s systems.  Sabre has indicated to us that the affected reservation information included guests’ names and payment card information (including cardholder name, payment card number, expiration date and security code).

After learning of the issue, we quickly began working with Sabre to identify the affected Rosewood guests.  We understand that Sabre took steps to disable impacted accounts and stop the unauthorized access to its systems. Sabre also informed us that it engaged an outside cybersecurity expert to conduct a forensic investigation and notified law enforcement authorities.  Rosewood  notified the relevant payment card brands of the issue.  As the service provider that processed the relevant reservation information, Sabre has indicated that it will also notify the relevant payment card brands.  As indicated above, this issue occurred on Sabre’s systems and did not impact Rosewood’s systems.

We regret that this issue at Sabre may affect some of our guests.  We take our obligation to safeguard our guests’ information very seriously and we are alerting them about this issue so they can take steps to help protect themselves.  Affected individuals in the U.S. are entitled under U.S. law to one free credit report annually from each of the three nationwide consumer reporting agencies.  To order a free credit report, visit www.annualcreditreport.com or call toll-free at 1-877-322-8228.  We encourage affected individuals to remain vigilant by reviewing their account statements and monitoring their free credit reports. Please click here for more information and steps affected individuals can take to protect against potential misuse of their information.   

If you have any questions regarding this issue, please call 1 (844) 659-0621 (U.S.) or + 1 (503) 597-5541 (outside the U.S.), Monday through Friday between 7:00 AM and 7:00 PM Pacific time.

Sincerely,
Symon Bridle
Group Chief Operations Officer
Rosewood Hotel Group