IHG Notifies Guests of Payment Card Incident at IHG-Branded Franchise Hotel Locations in the Americas Region

April 18, 2017 - Many IHG-branded locations are independently owned and operated franchises, and certain of these franchisee operated locations in the Americas were made aware by payment card networks of patterns of unauthorized charges occurring on payment cards after they were legitimately used at their locations.

To ensure an efficient and effective response, IHG hired a leading cyber security firm on behalf of franchisees to coordinate an examination of the payment card processing systems of franchise hotel locations in the Americas region.
The investigation identified signs of the operation of malware designed to access payment card data from cards used onsite at the front desk at certain IHG-branded franchise hotel locations between September 29, 2016 and December 29, 2016. Although there is no evidence of unauthorized access to payment card data after December 29, 2016, confirmation that the malware was eradicated did not occur until the properties were investigated in February and March 2017. Before this incident began, many IHG-branded franchise hotel locations had implemented IHG's Secure Payment Solution (SPS), a point-to-point encryption payment acceptance solution. Properties that had implemented SPS before September 29, 2016 were not affected. Many more properties implemented SPS after September 29, 2016, and the implementation of SPS ended the ability of the malware to find payment card data and, therefore, cards used at these locations after SPS implementation were not affected. 
The malware searched for track data (which sometimes has cardholder name in addition to card number, expiration date, and internal verification code) read from the magnetic stripe of a payment card as it was being routed through the affected hotel server. There is no indication that other guest information was affected.  A list of affected franchise locations and respective time frames, which may vary by location, is available at The site also contains more information on steps guests may take.   

It is always advisable to remain vigilant to the possibility of fraud by reviewing your payment card statements for any unauthorized activity. You should immediately report any unauthorized charges to your card issuer because payment card rules generally provide that cardholders are not responsible for unauthorized charges reported in a timely manner. The phone number to call is usually on the back of your payment card. 

On behalf of franchisees, IHG has been working closely with the payment card networks as well as with the cyber security firm to confirm that the malware has been eradicated and evaluate ways for franchisees to enhance security measures.  Law enforcement has also been notified. IHG also has established a dedicated call center to answer any questions affected guests may have.

For additional information about this incident, please visit the IHG website at

Related News

IHG® Notifies Guests of Payment Card Incident at 12 Properties in the Americas
February 06, 2017 - IHG notified guests who used their payment card at restaurants and bars of 12 company managed properties during the time periods from August 2016 – December 2016 after receiving a report of unauthorized charges occurring on some payment cards that were used at a small number of U.S. hotel properties. An investigation of other properties in the Americas region is ongoing.

Paul Edgecliffe-Johnson Named IHG’s Group Chief Financial Officer
December 09, 2013 - On January 1, 2014, Tom Singer will step down from the board of InterContinental Hotels Group (IHG) and his role as chief financial officer.

InterContinental Hotels Group (IHG) is the First in the Industry to Offer Free Internet to Loyalty Members Worldwide
March 26, 2013 - 71 million IHG (InterContinental Hotels Group) loyalty program members worldwide will receive free internet as a part of their membership.

IHG® Becomes First Global Hotel Company To Launch App For Windows 8
November 29, 2012 - IHG (InterContinental Hotels Group), one of the world's leading global hotel companies, announced that its Holiday Inn brand is marking another innovative first by becoming the first major hotel brand to launch a travel app for Windows 8 - the newest version of the Windows operating platform for a variety of PCs and tablet devices.

Clay Sawyer Named Director of Marketing for InterContinental Hotels Group Latin America and Caribbean Region
October 21, 2011 - IHG (InterContinental Hotels Group) has named Clay Sawyer director of marketing for its Latin America and Caribbean region.

IHG announces Innovation Hotel version 2.0 its sustainable hotel design website
August 25, 2011 - IHG (InterContinental Hotels Group) today announces the launch of its Innovation Hotel version 2.0, which is an improved version of the original site online since 2008.

InterContinental Hotels Group Announces Half Year 2011 Earnings Results
August 09, 2011 - Richard Solomons, chief executive of InterContinental Hotels Group PLC, said, “In the first half we delivered a strong performance across each of our regions, driven both by increased occupancy from business and leisure travellers as well as progressive rate improvement.

IHG Launches iPhone® Booking Apps for Each of Its Seven Hotel Brands
June 28, 2011 - IHG (InterContinental Hotels Group) [Lon: IHG; NYSE: IHG (ADRs)], one of the world's largest hotel groups by number of rooms, today announced the continuation of its mobile app strategy with iPhone booking apps for each of its seven brands: InterContinental® Hotels & Resorts, Hotel Indigo®, Crowne Plaza® Hotels & Resorts, Holiday Inn® Hotels and Resorts, Holiday Inn Express®, Staybridge Suites® and Candlewood Suites®. These new apps provide customers with the functionality to find and book hotel rooms, check rates and view or cancel reservations.

IHG Signs 54 Hotels in Europe Adding over 7,800 Rooms Across Crowne Plaza, Staybridge Suites, Holiday Inn, Holiday Inn Express and Hotel Indigo Brands
June 07, 2011 - InterContinental Hotels Group (IHG) has reported another successful period for hotel signings, adding a further 54 hotels to its European pipeline in the year from June 2010 to May 2011.

IHG Names Ricardo Lopez Vice President of Sales and Marketing,Latin America and Caribbean
May 04, 2011 - IHG (InterContinental Hotels Group) [LON: IHG, NYSE: IHG (ADRs)], one of the world's largest hotel groups by number of rooms and a leading international hotel company in Latin America, named Ricardo Lopez vice president of sales and marketing, Latin America and Caribbean.

InterContinental Tampa Takes Environment to Heart with Green Initiative
April 07, 2011 - InterContinental Tampa is pleased to announce that it has achieved a 4 Green Key rating through the Green Key Eco-Rating Program.

IHG Appoints Chris Moloney as Chief Operating Officer, South West Asia
March 08, 2011 - InterContinental Hotels Group (IHG) [LON: IHG, NYSE:IHG (ADRs)], one of the world’s largest hotel groups by number of rooms, announced the appointment of Chris Moloney as chief operating officer, South West Asia.

Zacks Industry Outlook Highlights: InterContinental Hotels Group plc and Morgans Hotel Group Co., 7 Days Group Holdings Ltd. and Wyndham
February 07, 2011 - Zacks Equity Research discussed the hotel industry, including: InterContinental Hotels Group plc (IHG) and Morgans Hotel Group Co. (MHGC).

Think Fast, Win Big; Priority Club® Rewards Launches Hotel Industry's First Online Gaming Platform
February 02, 2011 - In less time than it takes to brush their teeth, members of Priority Club® Rewards, one of the world's largest hotel loyalty programs, could score thousands of loyalty points for simply answering travel trivia questions in a new online game, "Win It in a Minute."

InterContinental Hotels & Resorts Launches Industry-First App for iPad
December 22, 2010 - ATLANTA- InterContinental Hotels & Resorts, the world's first hotel brand to offer global destination specific concierge websites and videos, announced the launch of its free Concierge Insider Guides app designed specifically for the Apple iPad®.

IHG Outlines Growth Plans for High Priority Markets
December 01, 2010 - IHG plc, one of the world’s largest hotel companies by number of rooms, predicted “an era of unprecedented opportunity and sustained growth” for the company as it responds to favorable socio-economic trends in high priority markets such as China, India and the Middle East.

2010 Worldwide Hospitality Awards in Paris Honor IHG with the Jury Grand Prix Award
November 22, 2010 - IHG, Jumeirah and Hyatt shine at the 2010 Worldwide Hospitality Awards in Paris, in front of a crowd of 1,000-plus industry leaders who came together to celebrate achievements in hospitality.

IHG and Las Vegas Sands Corp Sign Strategic Agreement
October 26, 2010 - IHG [LON: IHG, NYSE: IHG (ADRs)], one of the world's largest hotel companies by number of rooms, announced the signing of a 10-year license agreement with Las Vegas Sands Corp. to affiliate The Venetian and The Palazzo with the InterContinental Hotels & Resorts global portfolio.

InterContinental Hotels Group PLC Announces Half Year Results
August 10, 2010 - InterContinental Hotels Group PLC announced its half year results through June 30, 2010. The following is an excerpt from the report.

IHG Becomes First Global Hotel Company to Reward Loyalty Points for Geolocation Checkins
July 26, 2010 - IHG (InterContinental Hotels Group) one of the world's largest hotel groups by number of rooms, announced that Priority Club® members who become Topguest members will now be awarded loyalty points with each geolocation checkin at any one of its more than 4,400 hotels across the globe.

InterContinental Hotels Group Currently Operating 131 Hotels in China with a Further 146 hotels in the Development Pipeline
July 08, 2010 - InterContinental Hotels Group (IHG) confirmed plans to double its presence in Greater China to over 250 hotels over the next five years.

Hotel Indigo San Diego Equips Staff with Apple iPads
April 12, 2010 - New GuestPad Engages Visitors, Encourages Real-Time Social Media Interaction - Our pad is your pad…In its ongoing effort to create the most unique and memorable guest experience, Hotel Indigo San Diego, the flagship property of InterContinental Hotels Group’s (IHG) upscale boutique brand, is the first Hotel Indigo in the world to equip its team with Apple iPads.

InterContinental Hotels Group Opening its First Hotel Indigo® in Asia Pacific in May 2010 at Shiliupu Dock at the Southern End of The Bund in Shanghai
January 27, 2010 - InterContinental Hotels Group (IHG) will open its first Hotel Indigo® in Asia Pacific in May 2010 at Shiliupu Dock at the Southern end of The Bund in Shanghai.

Mark Carrier Inducted as Chairman of the IAHI Board of Directors, the Owners' Association Representing the Interests of Over 3,000 Franchisees
November 19, 2009 - Mark G. Carrier, senior vice president of the B. F. Saul Company Hotel Division, was announced as chairman of the IAHI Board of Directors at InterContinental Hotels Group annual Americas Owners Conference on November 11, 2009.

InterContinental Hotels Online Videos Prove More Effective han TV Spot
November 18, 2009 - Rather than produce one television spot, InterContinental Hotels & Resorts chose to produce online videos which showcase more than 150 cities where their hotels are located.