Summary
We have received reports of some of our customer's guests receiving phishing messages via WhatsApp, text, and email. The messages quote real booking details and ask guests to confirm card details or make a payment.
No credit card or payment details were accessed.
We can confirm these are not being sent from RMS, however we are actively investigating the source of these communications.
All updates will be posted on the RMS status page at https://rmscloud.statuspage.io/
Adam Seskis
CEO, RMS
What information was involved
Accessed:
- Guest names
- Guest contact details
- Booking details
Not accessed:
- Credit card or payment details
What the scam messages look like
Guests are receiving messages by WhatsApp, text, and email that:
- quote real booking details, such as the guest’s name, stay dates or confirmation number
- ask the guest to confirm card details or make a payment
- warn that the booking will be cancelled unless the guest acts quickly
- include a link to a website that is not run by RMS or your property
What we recommend you do
-
Tell your guests. Send the guest email, SMS, or both, below to guests with upcoming bookings. It is set up as a form letter with merge fields, so you can load it straight into your guest communications.
-
Brief your team. Make sure front desk and reservations staff know about the scam, so they can reassure guests who call and spot reports quickly.
-
Collect reports. Ask guests to forward any suspicious messages to you, and pass them on to RMS Support.
- Register for updates. Subscribe to the RMS status page for alerts as this incident develops
Guest email template
Over the coming hours, we are populating an email form letter template and SMS template into all client databases to enable guest communication
Use the form letter template that has been uploaded to your RMS environment; alternatively, copy the text below into your guest communications. Replace the fields in square brackets with your own details before you send it.
Dear [First Name]
We want to make you aware of a scam currently targeting travellers across the accommodation industry.
Scammers are sending WhatsApp, text and email messages that quote real booking details, such as your name, your stay dates or a confirmation number, and ask you to confirm your card details or make a payment to avoid cancellation. These messages are not from us, and a message quoting your booking details does not mean it is genuine.
How we contact you
We will never ask you to confirm card details or make a payment through a link in a message.
- Any genuine request from us about your booking will come from [your email address] or [your phone number].
- If you are unsure about any message, contact us directly on [your phone number] using the details on our website, not any details in the message.
If you have received one of these messages
- Do not click the link or enter any details.
- If you have already entered card details, contact your bank straight away.
- Please forward the message to us at [your email] so we can report it.
Your booking with us is unchanged and no action is needed on your part.
Kind regards,
[Your Name]
SMS template:
[Property Name]: Scam texts quoting real bookings are going around. We never ask for card details or payment via WhatsApp. Unsure? Call [phone].
Stay up to date
We will post updates on the RMS status page as the situation develops. We encourage all customers to register for updates and alerts at https://rmscloud.statuspage.io/.
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