Why it’s time to take hotel cyber security seriously

Hospitality tech needs to keep up with evolving cyber threats. But many hotels don’t have the security they need to handle increasingly sophisticated attacks.

In this post we break down why your five-star service deserves five-star protection – and how to get it.

Key takeaways

• – Cyber security threats against hotels are rising – especially phishing, ransomware, and vishing hacks.
• – Staff are your first line of defence – training matters as much as the latest tech.
• – Simple, proactive steps like simulations and awareness training can prevent costly breaches.
• – Hotel systems need specific security measures, so look for an IT partner with hospitality expertise.

Why cyber security is now part of the guest experience

Today’s guests expect smart digital tools that speed up processes like check-ins and payments. And they don’t want the friction of extra logins or frequent authentication steps.

But behind the scenes, cyber threats are growing fast.

Hotels are a prime target for social engineering attacks, with scammers using AI to impersonate managers and trick front desk staff, as well as ransomware attacks that wipe out IT systems. The damage is real – and expensive:

• – MGM Resorts lost £76m
• – 4,000 IHG user accounts were compromised
• – Omni Hotels went offline for six days
• – Otelier saw 212 million names stolen

Cyber security shapes your guests’ experience – from the moment they check in to how they access in-room services. So, how do you keep guest data and your hotel systems secure, without slowing down processes or frustrating guests?

Start by understanding the risks

Independent hotels face significant challenges when it comes to data breaches and IT cyber security. You might not have a dedicated cyber security team (and you shouldn’t need one). You’re probably running multiple connected systems, which increases the attack points. And staff turnover is high, making it easier for attackers to penetrate your team, or for new staff to miss security training – which is crucial given that 95% of breaches are due to human error.

Let’s look at how cyber threats play out in real hotel scenarios.

Scenario 1: The urgent request
It’s 11pm. Your night manager clicks on an email that looks like it’s from the general manager. It reads: ‘I’m locked out of the PMS system and need immediate access to run the daily revenue report for corporate. Can you reset my credentials and text them to this number?’

Your night manager wants to be helpful, so they do what they’ve been asked – and give a hacker access to your entire system.

Scenario 2: The compromised property management system (PMS) 
Your PMS seems to be working fine, even though you haven’t updated it for over a year. You’ve prioritised upgrading your IP TV system because you want to give guests a premium experience.

But hackers know your outdated software is vulnerable, and they exploit it to steal reservation details, payment information, and guest profiles.

Scenario 3: The connected room breach
You’ve just invested your IT budget on a smart room system that lets guests control lights, temperature, and TV via their mobile phones.

But your provider set up the system without proper network segmentation, creating a bridge between guest devices and your hotel’s main network where you store financial information.

These are all preventable scenarios. Start by understanding where you’re vulnerable, so you can build a rock-solid infrastructure for your hotel. 

Where you’re most at risk: 

• – Phishing scams targeting your front desk
• – Unsecured IoT devices (smart TVs and locks)
• – Outdated antivirus or firewall tools
• – Credit card processing at multiple touchpoints
• – Unsegmented networks
• – Sloppy staff habits, like sharing passwords or devices
• – Lack of awareness about how ransomware spreads

How to protect your hotel – without overhauling your systems

You don’t need a completely new IT infrastructure to strengthen your security. Instead, start with these fundamentals:

🔎 Run a spear phishing simulation

– Send fake phishing emails from your GM requesting urgent guest information
– Simulate a ‘guest’ calling the front desk asking for room changes and asking to confirm credit card details
– Test front-desk staff with emails about ‘problematic bookings’ that need immediate attention

Implementation tip: Check how your security holds up under pressure by running simulations when the hotel is full as well as when there are fewer guests. Reward staff who spot and report attempts, but don’t shame those who miss them. Work with an approved NCSC Cyber Advisor for Cyber Essentials for specialist support that shows you’re taking data security seriously.

🎓 Train staff on ransomware

– Show teams what real threats actually look and feel like (especially AI voice scams)
– Focus on front-desk and guest-facing teams
– Repeat training every 3-6 months and create quick reference guides for each department

Implementation tip: Do a quick security check-in during daily meetings and create a ‘buddy system’ where experienced staff support newcomers – high staff turnover can be an issue when it comes to consistent security protocols. Ask your IT provider about automated training and phishing simulation packages, like Smart Guard Security Awareness.

🛡️ Make your staff your first line of defence

– Set up a dedicated comms channel for staff to flag suspicious activities
– Reassure them that it’s ok to verify anything they’re unsure of, even if they’re mistaken
– Show them how simple acts make a big difference, like reporting strange emails, locking screens, and never reusing passwords

Implementation tip: Develop a simple 3-question checklist for unusual requests: 1. Is this request outside our normal procedures? 2. Does it sound unusually urgent or pressurising? 3. Can I verify this?

Got doubts about implementing hotel cyber security measures?

Tackling IT cyber security can be daunting, especially when you don’t want to disrupt guests or the day-to-day running of your hotel. Here are some common objections we hear when it comes to security – and a reality check.

“We can’t afford enterprise-level security solutions” 

Data breaches can cost thousands – far more than prevention. And that’s on top of the huge reputational damage. Solutions like Smart Guard are specifically scaled and priced for your hotel, giving you peace of mind, even on a small budget.

“We don’t want security to slow down check-in or frustrate our guests”

Modern solutions work in the background. The most effective measures happen through staff awareness, not adding friction to guest interactions.

“We’re too small to be targeted” 

Sadly, hackers choose hotels because they know their security is likely to be weaker (they might have smaller budgets, untrained staff, and no dedicated IT team). In fact, 82% of ransomware attacks target SMBs.

Find the right IT cyber security partner

You’re not expected to be a cyber security expert. But you need a partner who is.  

Hotel tech isn’t like enterprise tech – there’s no overnight shutdown, and systems need to run 24/7 (even during upgrades). If you’re considering strengthening or updating your current cyber protection, look for a provider who understands your sector.

Without hospitality expertise, many providers deliver one-size-fits-all solutions that either overcomplicate things (giving you extra tools you don’t need but have to pay for) or miss critical vulnerabilities specific to hotel environments.

Look for solutions that offer real-time threat detection, a clear dashboard, protection for guest Wi-Fi and critical systems, and reassurance that your data is safe.

The best stays are built on trust

Secure data means guests feel confident your hotel will deliver the five-star service they expect. Don’t let a cyber breach shake that trust. You work too hard.

Instead, start small. Train your team. Secure what matters.

And if you need help, we’re here to guide you.

Worried about cyber security? Talk to our team.