Since last summer, hotels have been grappling with a significant rise in phishing attacks disguised as routine customer communications. These malicious emails, which often appear as legitimate messages from previous or potential guests, are designed to steal employee login credentials or infect hotel systems with malware. The attackers exploit the industry’s customer service focus, making it increasingly difficult for hotel staff to recognize and counteract these threats effectively.
The phishing attempts typically revolve around two main themes: complaints or inquiries. In complaint-based emails, attackers impersonate dissatisfied guests who claim issues like unethical staff behavior or billing errors, often including fake evidence to enhance credibility. Inquiry-based emails pose as potential guests asking about services or amenities, making them seem authentic. This approach can lead to multi-stage interactions where attackers build trust before sending malicious content.
A more sophisticated tactic involves a gradual buildup of trust. Attackers might start with benign messages about hotel conditions and, over time, send emails with links to malicious files under the guise of important information. This method lulls hotel staff into a false sense of security, increasing the likelihood of successful attacks when the malicious payload is finally delivered.
The primary goal of these attacks is to steal login credentials, which can be used for further scams or sold on the dark web. Compromised accounts on platforms like Booking.com are exploited to defraud clients or access sensitive information. Attackers employ various methods, including phishing links that mimic legitimate login pages and malware such as XWorm and RedLine stealer to breach systems and capture passwords.
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