A cyber attack recently hit dozens of IHG Hotels and Resorts in Louisiana, including branches of the Holiday Inn and InterContinental. IHG CEO Keith Barr told franchise owners that the company's technology systems had been "subject to unauthorized activity", which meant that IHG’s booking channels, reservations, customer care call centers, and the IHG Help Desk "have been significantly disrupted."
"Until this issue is addressed, guests will not be able to make bookings online, access their IHG One Rewards account, or contact the (IHG reservations system)," Barr wrote. The IHG rewards system also isn't working for guests.
Vimal Patel, CEO of the Q Hotels group, which owns a portfolio of 14 hotels including four IHG-branded hotels in Lousianna, said business at those hotels had dropped off sharply since Monday, September 5, 2022. "That doesn't account for all the headaches with customers that were already booked," he said. "Reservations that were made all had to be re-booked again at the property when the guest arrived. Reservations canceled for future dates will also be another issue."
Additionally, Patel fears hotel owners will be left holding the bag for losses due to the cyber attack.
"There is no recourse for us to get compensation," he said. The franchise deal is set up such that they have no choice but to use IHG's technology but the agreement stipulates that all costs are passed down to the franchisees, he said.
Original source can be found here.
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