When guests report receiving suspicious messages that appear to come from your hotel — such as unexpected payment requests, phishing links, or fraudulent emails — this guide will help you respond quickly and communicate effectively. Acting fast and communicating clearly with your guests is key to protecting both them and your hotel's reputation. 🛡️
Understanding What May Have Happened
Fraudulent messages sent in a hotel's name can occur due to compromised account credentials, email spoofing, or external actors impersonating your property. While this is an unfortunate situation, it can be contained and addressed with the right steps.
Use Cases
A guest contacts you saying they received a payment request via email that looks like it came from your hotel
Multiple guests report receiving the same suspicious link or message around their check-in period
A guest has already clicked a link or provided payment details and is concerned
How to Respond: Step-by-Step
Acknowledge the report immediately — thank the guest for flagging it and let them know you're looking into it. If you confirm the message is fraudulent, proceed with the steps below.
Inform Bookboost — reach out to our support team so we can investigate on our end and make sure everything within your Bookboost platform is secure. We'll ask you a few questions to better understand your specific case.
Send a Broadcast to affected guests — use Bookboost's Broadcast feature to notify all potentially affected guests. Filter by check-in date range or booking source to reach the right audience without over-communicating.
In your Broadcast, include the following:
Use your official contact channel to reassure guests — make sure they know how to reach you directly.
What to Include in Your Broadcast Message
Here's a template you can adapt:
"We are aware that some guests may have received a message appearing to come from [Hotel Name] requesting payment or personal details. Please be advised that this message was not sent by our hotel. If you have already responded to this message, please contact your bank immediately. We apologise for any concern caused and are actively investigating the situation."
Known Limitations
Broadcast filtering is based on check-in date range or booking source — if the affected guests span a wide range of dates or channels, you may need to send multiple targeted broadcasts or use a broader filter.
If the breach originated outside of Bookboost (e.g. a spoofed email address), the fraudulent messages may not be traceable through the platform directly.
Conclusion
Quick, clear communication is your best tool in these situations. Using Bookboost's Broadcast feature, you can reach affected guests fast and reduce the risk of further harm. ✅
Support
Please contact us through the 'Talk to Us' option on the left menu in the platform, or through the Bookboost Support email at support@bookboost.io if you have questions or need additional support.