guests

The chain confirmed information exposed in the breach includes ‘certain guests names, email addresses, telephone numbers, and/or home addresses, along with other reservation details’

Hotel guests have been warned to watch out for convincing scam messages after a data breach at a major hotel chain. Data including personal details of people booked to stay at one of the chain hotels was exposed over a six month period.

BWH Hotels, the parent company for WorldHotels, Best Western Hotels & Resorts, and Sure Hotels notified customers of the breach in an email when it said “certain guests’ names, email addresses, telephone numbers, and/or home addresses, along with other reservation details” had been accessed between October 14, 2025 and April 22. It added: “Importantly, payment and other financial information was not stored in the affected system and therefore was not accessed.”

It confirmed the firm had taken action to stop the unauthorised access and that it was also taking steps to strengthen safeguards to stop any further breaches. And they urged any affected customers to take steps to ensure any scammers did not take advantage of them, warning them to be extra vigilant about unexpected emails, texts, WhatsApp messages or calls referencing hotel stays.

Now privacy experts have warned the concern is not only what was stolen, but how that information could be used next. Hotel booking data can make follow-up scams look far more believable because criminals may be able to reference real stays, dates, locations or reservation numbers.

Peter Nguyen, a privacy expert from Protect My Data, says travellers should not dismiss this kind of breach just because payment details were not exposed. “A hotel reservation contains more useful information than people realise.

“A scammer does not always need your card number to target you. If they know your name, phone number, hotel, stay dates and booking reference, they can make a fake message look extremely convincing.

“That is the risk with travel data. It gives criminals context. Instead of sending a vague scam, they can contact you with details that feel personal and accurate.”

Nguyen says guests should be especially careful with any unexpected message claiming there is a problem with a booking, payment, refund or reservation. He warned a scammer could pretend to be from the hotel, a booking platform, customer support team or payment department.

The message may claim a card needs to be reverified, a stay could be cancelled, a refund is waiting, or extra information is needed before arrival. He said: “The most dangerous message is one that sounds helpful. It might say your booking needs confirming, your payment failed, or your refund is ready. Because it references a real hotel stay, people are more likely to click.

“If the message asks for payment, codes, logins or verification, do not engage through that message. Go directly to the hotel or booking platform yourself.”

Nguyen says WhatsApp and SMS messages are particularly risky because they feel more direct. “A text or WhatsApp message creates urgency. It feels like someone is dealing with your booking right now. That pressure makes people act faster than they would with an email.”

BWH Hotels’ own warning urged customers not to engage with suspicious communications asking for payment, codes, logins or verification, even if they reference a BWH Hotels property or an upcoming reservation.

Why reservation data is so valuable

Many people worry most about card details in a breach, but Nguyen says contact and booking information can still create serious risk. He explained: “Names, phone numbers and email addresses are the starting point for phishing. Add reservation details and the scam becomes much more targeted.”

“A criminal could send a message saying, ‘Your stay at this property on this date needs confirmation.’ That feels completely different from a generic scam email because it contains something real.”

He said postal addresses can also make scams more credible. He explained: “If a scammer has your address, they can make a fake message feel more official. They might use it in a fake invoice, refund notice, complaint response or identity check.”

Special requests may also reveal details guests did not expect to become part of a security issue. “People sometimes include personal information in hotel requests, such as accessibility needs, arrival times, family arrangements or reasons for travel. Even small details can help scammers tailor their approach.”

What guests should do now

Nguyen says anyone who has stayed with, or booked through, a BWH Hotels property during the affected period should be alert, but not panic. He added: “The first step is awareness. If you receive a message about a Best Western, WorldHotels or SureStay booking, slow down and verify it independently.”

He advised guests to avoid clicking links in unexpected messages. “Open the official hotel website yourself, use the original booking confirmation, or contact the property through a trusted number,” he said. “Do not use a number or link sent in a suspicious message.”

Guests should also be careful if they are asked to confirm personal information, he said. “A genuine hotel may need basic details to find your booking, but they should not ask for banking codes, account passwords or card security codes through an unexpected message.”

If someone has clicked a suspicious link or shared card details, Nguyen says they should contact their bank immediately. He warned: “Speed matters. If you entered payment details, call your bank straight away. If you entered a password, change it immediately, especially if you use it anywhere else.”

He also recommends securing email accounts, as email is often the route scammers use to reset other accounts. “Your email account is the front door to much of your digital life,” he said. “Use a strong, unique password and switch on two-factor authentication.”

Why this warning matters for summer travel

The breach comes as many travellers are booking summer stays, weekend breaks and last-minute trips. Nguyen says that makes hotel-related scams especially dangerous.

“Travel season gives scammers a huge advantage. People are expecting hotel messages, payment reminders and booking updates. That makes fake messages easier to hide among real ones.”

He says guests should be particularly wary of messages close to their check-in date. “A message sent shortly before a stay can create panic. If it says your room will be cancelled unless you act now, that is exactly when you need to stop.”

The safest rule, Nguyen says, is to treat unexpected booking messages as suspicious until proven otherwise. He said: “If a message knows your hotel and dates, that does not automatically make it real. It may simply mean the scammer has booking data. Do not let accurate details rush you into clicking. Verify through the official route every time.”

In its email, signed by Bill Ryan Chief Technology Officer of the hotel chain and sent last month, it said: “BWH Hotels, the parent company for WorldHotels, Best Western Hotels & Resorts, and Sure Hotels, takes the privacy and security of our guests’ personal information very seriously. We are writing to let you know that on April 22, 2026, we identified unauthorised activity in one of our web applications that houses certain guest reservation data.

“We have learned that certain guests’ names, email addresses, telephone numbers, and/or home addresses, along with other reservation details (e.g., reservation numbers, dates of stay, and any special requests) for reservations in our system were accessed by an unauthorised third‑party between October 14, 2025 and April 22, 2026, including yours. Importantly, payment and other financial information was not stored in the affected system and therefore was not accessed.

“Upon discovering the incident, we immediately took the application offline and revoked the unauthorised access. We have engaged leading external cybersecurity experts to support our incident response efforts and to assist with the further strengthening of existing safeguards.

“We advise guests to be extra vigilant when viewing any unexpected or suspicious communications about hotel stays. If you receive a suspicious communication such as an unexpected email, text, WhatsApp message, or telephone call that asks for payment, codes, logins, or “verification,” even if they reference a BWH Hotels property or an upcoming reservation, do not engage. Navigate to sites directly rather than clicking links.

As part of protecting your personal information and to prevent payments to fraudulent parties, here are some precautions you can take:

• Stay alert for suspicious sender addresses, urgent or unexpected unsolicited requests, and strange links, especially any unexpected request for payment or personal information. Treat any suspicious request with caution. If you have a question regarding a suspicious request, please contact our customer service team
• Scammers may create webpages that closely resemble legitimate hotel booking pages. Always review the web address before entering payment details. If a page looks unexpected or unfamiliar, stop and verify it with our customer service team before proceeding. If you entered or shared any payment (credit card) information in response to a scam, please immediately report it to your financial institution and follow security steps they recommend. If you have any questions, please contact BWH Hotels’ data protection office at dpo@bwh.com

ONE of Britain’s biggest holiday park operators is offering to cover the cost of customers’ fuel to get to their sites as prices continue to skyrocket.

With oil prices hitting their highest since 2022 due to ongoing tensions in the Middle East, petrol, diesel, and plane fuel costs are being passed on to consumers. 

As a result, Hoseasons is offering to pay back the money spent travelling to their sites via its newly launched ‘Fuel Cover’ scheme this summer.

It follows research which found 15.4 million Brits (28 per cent) have changed holiday plans this year due to rising costs. 

Nearly six in 10 of the 2,000 adults polled said the hidden costs of going away, including travel, fuel and expenses while there, are putting them off booking a trip this summer.

Simon Altham, chief operating officer for the brand, which commissioned the poll, said: “UK breaks remain a hugely popular option for families looking for flexibility, value and quality time together, giving people the chance to properly switch off and reconnect closer to home.

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“We know rising travel costs are becoming a bigger consideration for many holidaymakers this summer.

“Fuel, in particular, can quickly add to the overall cost of a trip, especially for families travelling during peak holiday periods.

“That’s why we wanted to help ease some of that pressure and support people continuing to take the UK breaks they were already planning this summer.”

The study also found, 7.6 million (27 per cent) of those planning a UK break admitted they would travel shorter distances for a UK getaway this year. 

Those travelling by car expect to spend an average of £68 on fuel for their next UK holiday journey.

Rising costs are also influencing where people travel, with 28 per cent now more likely to choose a UK break over going abroad.

Among those still looking to get away, 26 per cent have set a lower overall budget for their trip, while 23 per cent are looking for self-catering accommodation. 

A similar proportion (23 per cent) said they’re actively seeking cashback or money-saving deals before booking. 

Despite the financial pressures, the research carried out through OnePoll found 56 per cent of those planning to holiday this year are still likely to book a getaway this summer. 

And 61 per cent believe holiday companies need to do more to encourage people to book trips in the current climate. 

Hoseasons customers can claim back up to £75 in fuel costs through its new Fuel Cover initiative per booking between 20 May and 30 August for travel before 30 September. Bookings must be made by phone and quoting the code “FUEL75”.

Simon Altham from Hoseasons added: “Travel costs are one of the biggest considerations for holidaymakers at the moment.

“Fuel, in particular, can quickly become one of the biggest extra costs for families travelling during peak holiday periods.

“That’s why we’ve designed the offer to ease some of the pressure and help families make the most of their summer breaks.”

A British tourist has praised a hotel for taking action against guests who try and hog empty sunbeds by reserving them with towels. She said she witnessed something that was worth highlighting

Many of us relish a holiday abroad, but one issue that never fails to cause a headache is the notorious sunbed wars. One woman recently claimed she witnessed the drama firsthand, reportedly in Greece, and couldn’t speak highly enough of the way the hotel handled it.

The British tourist, known as WelshTaiTai on TikTok, shared footage of what unfolded during her sun-soaked holiday. While most of us cherish the chance to travel, the age-old habit of reserving sunbeds can quickly spiral into chaos, rows and wholly unnecessary stress when you’re supposed to be unwinding.

It’s hardly a new debate either. In previous years, images have surfaced of holidaymakers literally camped out to stake their claim on a sunbed.

In the video, she described some guests as being “naughty”, claiming there’s a sign at her hotel clearly stating that sunbeds must not be reserved. It politely requests that guests refrain from leaving towels on the beds to stop others from using them.

Yet some guests chose to ignore the rule, prompting the hotel to reportedly take matters into its own hands. Staff are said to have gathered up all the offending towels and draped them over a wall, freeing up the sunbeds for other guests to enjoy.

Alongside the clip, she wrote: “POV: You wake up early for the perfect pool day only to find every sunbed ‘reserved’ with a random towel and nobody in sight. Then the hotel staff start removing the abandoned towels and suddenly people appear from nowhere acting shocked.

“If you’re not actually using the sunbed… you don’t own it. Simple.”

The clip has racked up hundreds of views, with many viewers quick to share their thoughts in the comments section, offering a wide range of opinions.

One wrote: “Wish every hotel would do this.” Another added: “Needs to be carried out in every hotel. I look for reviews and if this happens, I won’t book.”

A third chimed in: “Give those staff a raise. Just back from Majorca, where people were out at 5.30am reserving beds. Their towels were in the pool by 6.30am when the cleaners arrived to sort the beds etc. These guys are heroes.”

Meanwhile, a fourth remarked: “I would book a hotel purely on this rule.” Yet another observer noted: “Need more of this. You work 52 weeks and spend three weeks trying to get a sunbed.”

Others described it as “excellent” that the hotel had taken action to put a stop to “sunbed wars”, with many agreeing the policy should be adopted far more widely.

What you need to know

If this is news to you, hotels are well within their rights to prevent guests from reserving sunbeds, and many already have policies in place to tackle the problem.

Various methods are employed by hotels to address the issue. Some instruct staff to remove unattended towels, while others encourage guests to use booking apps to ensure fair access.

Such measures exist to stop guests from “hogging” beds — an all-too-familiar frustration that nobody wants to deal with while on holiday.

Visitors to one Italian destination say it’s “incredible”, but it was once a place shunned by many

Italy is a beautiful country with each province very different from the next – and each Italian area has its own identity and culture. While holidaymakers typically flock to the Amalfi Coast, cities such as Florence or Rome or Lake Garda or Lake Como, there’s a lesser-known spot that has left visitors speechless with delight.

Once famous for being the ‘shame of Italy’, Matera, a city based high on a rocktop in the southern Basilicata is now a luxurious tourist getaway. Here, a collection of old cave dwellings forged into the mountains in an area called Sassi offer a peaceful inland holiday infused with history.

The cave dwellings were evacuated by the Italian government in the 1950s, hailed as slums at the time with poor living conditions. Thousands of residents were transferred into modern housing and Prime Minister Alcide De Gasperi, of the time, described Matera as a “national disgrace”.

It’s likely that not all the locals wanted to leave their Matera homes at the time, but the spot was deemed a health hazard with no ample sewage system or electricity – and it was poverty-stricken.

One former Matera resident once described living conditions as “brutal,” with “families of maybe nine or 10 children, sleeping next to mules and pigs”.

“We were dying of hunger”, said Luigi Plasmati recalling his family’s life in Matera several years ago, when he was 89-years-old.

These days things have really turned around – and several Airbnb cave-style accommodation stays are described as “exceptional” by those who visit.

Sassi di Matera covers two districts, with the city of Matera situated on a mountain top.

One TripAdvisor review by a guest staying in Pietragialla, which looks across to the city of Matera, described their cave stay as an “incredible experience”.

The cave stay reviewer wrote: “I am speechless for how good we felt. It was an incredible experience and everything was unbelievable. The room is fantastic. The bathroom is the best bathroom I’ve ever been and the bath tub is from another planet. But the most incredible thing is the silence.”

The visitor went on to describe “pure sleep” they experienced in the cave due to the peacefulness and darkness as the cave has “no windows”.

Breakfast, they went on, was already prepared the previous night so you “can have it at any time” and it included fresh fruit, juices, marmalades, fresh local bread, almonds and even almond milk.

The TripAdvisor reviewer added: “Once you leave the room you have in front of you the whole city centre, it looks like a fairy tale. Pietragialla is an experience that needs to be done once in life at least.”

The Sassi district boasts museums such as the Cave House in the Sassi of Matera, which show visitors what peasant life was like in the region just a few decades ago.

There are also churches made of rock that date back to the 13th-century, with St. Lucia alle Malve (a Catholic church in Matera) being described as the “most beautiful” with its ancient mosaics dating back centuries.