Business / Corporate

Prince Hotels hack results in loss of 124,000 customers’ credit card numbers, other data

by Chisato Tanaka

Staff Writer

Prince Hotels Inc., one of the nation’s largest hotel and resort operators, apologized Tuesday after data on 124,963 individuals and groups was stolen by hackers earlier this month.

All of the customers had booked rooms through its official foreign-language website.

At a news conference in Tokyo’s Chiyoda Ward, a spokesman said the server for the English, Chinese and Korean website, run by Fastbooking Co., was hacked on June 15 and 17, resulting in 58,003 leaks of personal information including names, nationalities, addresses, phone numbers and booking information. About 86 percent of the affected customers were non-Japanese, the spokesman said.

The other 66,960 cases involved stolen credit card information. The spokesman said the number of guests affected had not yet been determined.

All had made reservations using the foreign-language website and stayed at one of the 43 Prince Hotels nationwide from May to August 2017. The Japanese-language website was not hacked.

Fastbooking has upgraded its security measures, and a third party is investigating the hack, the spokesman said. The foreign-language website has been temporarily closed and reservations are being made by email instead.

“I sincerely apologize for all the troubles we caused to our customers and related officials. We will work hard on the investigation to find the cause and to prevent any recurrence,” Prince Hotel President Masahiko Koyama said.

Fastbooking published a warning Thursday saying that personal data had leaked via unauthorized access to its own booking website and that it reported the theft to Prince Hotel the next day.

As of Tuesday, there were no reports of credit card fraud stemming from the leak.

The Prince Hotel chain emailed an apology to all the affected customers and published similar statements on its website. The credit card companies are in the process of contacting its customers.

The hotel has set up an emergency email address (saleshotline@princehotels.co.jp) for customer inquiries.