Data Leak Shuts Down IHG Hotel Group Booking System, Impacting Holiday Inn, Kimpton & More


lHG Hotels & Resorts, one of the world’s largest hospitality giants, is experiencing ongoing, “significant disruption” after “unauthorized activity” breached its technology system.

The group’s Twitter feed has been busy respond to customer inquiries with this response: “As a result of unauthorized activity, our booking channels and other applications have been disrupted. We are working to restore all systems as soon as possible and IHG hotels can take reservations. For assistance with a current or future reservation, please contact the hotel directly.”

The UK-based group operates 17 hotel businesses, with more than 6,000 properties in more than 100 countries, from luxury brands such as InterContinental, Regent and Kimpton to medium and extended stays such as Crowne Plaza, Holiday Inn and Staybridge Suites.

“IHG is working to fully restore all systems as soon as possible and to assess the nature, extent and impact of the incident,” said a brief statement. “We will support hotel owners and operators as part of our response to the ongoing service outage. IHG hotels can still operate and take reservations directly.”

IHG’s statement does not state whether customer data has been compromised. TBEN could not reach the company for comment.

“IHG has implemented its response plans, is notifying relevant regulatory authorities and is working closely with its technology suppliers,” the statement said. “External specialists have also been called in to investigate the incident.”

In 2020, IHG agreed to pay more than $1.5 million in a class action settlement following a malware breach that affected payments at hotel, restaurant and bar locations at multiple properties for more than three months in 2016.

Attempts by TBEN on Wednesday to book a room online through the IHG, Kimpton and Holiday Inn websites were unsuccessful. The group’s sites read the following banner announcement: “At this time, you may be experiencing difficulties booking a new reservation, obtaining information about your upcoming reservations, and opening your IHG One Rewards account. We are working to restore all service as soon as possible.” The message went on to recommend that travelers call individual hotels directly to make reservations.

Last month, IHG announced a $500 million share buyback after shares more than doubled mid-year due to strong travel demand.

Following the company’s announcement, IHG’s stock price fell 3% to $53.32 yesterday.