Statement Relating To Credit Card Breach Update – 17th March 2015

At Mandarin Oriental, the safety and security of our guests remains a priority. The following statement and FAQ’s are designed to provide regular updates on the current situation as new information becomes available.

Mandarin Oriental confirms that the credit card systems in a limited number of our hotels in the US and Europe have been accessed without authorization and in violation of both civil and criminal law. The Group has taken, and is continuing to take, all necessary steps to contain the situation. We have identified and removed malware and are coordinating with credit card agencies, law enforcement authorities and forensic specialists to fully protect our guests and our systems across our portfolio. We take the protection of customer information very seriously. Unfortunately incidents of this nature are increasingly becoming an industry-wide concern and we have therefore also alerted our technology peers in the hospitality industry.

What caused the breach?

The incident is a direct result of an unauthorized cyber-attack. Despite the Group’s leading data security systems, this malware was undetectable by all anti-viral systems. By working with forensic experts Mandarin Oriental moved swiftly to remove offending malware.

If I stay at one of your hotels, is my personal information safe?

Guests can be confident that security protocols are being thoroughly tested at all hotels to protect guest information and prevent a recurrence of such an attack. The Group has also put additional security measures in place and is working to ensure everything possible is being done to protect our guests’ personal information.

Which hotels have been affected?

Only a limited number of hotels in the US and Europe have been affected, and none in Asia. The forensic investigation is still underway and we are unable to confirm any specific hotel details at this time.

How do I know if my credit card has been compromised?

If you are concerned or suspect any unauthorized activity on your card, we recommend you contact your credit card provider directly.

What personal information was compromised?

From the information we have to date, the breach has only affected credit card data, but not pin numbers or the 3 to 4 digit security code required for manual authorization (commonly known as the CVV2 code), and no other personal guest data has been compromised.

Do you have further details to share?

The forensic investigation is still underway and will take time to complete. We appreciate your patience and will continue to provide updates as they become available.

For media enquiries please contact:

Vanessa Gourlay
Associate Partner

Brunswick Group Ltd, 12/F Dina House, Ruttonjee Centre, 11 Duddell Street, Central, Hong Kong SAR, China
Tel +852 3512-5000 Direct +852 3512-5079 Mobile +852 9721-1779

About Mandarin Oriental Hotel Group

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the world’s most luxurious hotels, resorts and residences. Having grown from its Asian roots into a global brand, the Group now operates 30 hotels and six residences in 21 countries and territories, with each property reflecting the Group’s oriental heritage and unique sense of place. Mandarin Oriental has a strong pipeline of hotels and residences under development, and is a member of the Jardine Matheson Group.

Photography of Mandarin Oriental is available to download in the Photo Library of our Media section, at www.mandarinoriental.com. Further information is also available on our Social Media channels.


Jill Kluge
Group Director of Brand Communications

+44 20 7908 7888

Sally De Souza
Communications – Corporate/Asia

+852 2895 9160

Danielle DeVoe 
Communications - The Americas

+1 (212) 830 9380  

Live Haugen
Communications - North & East Europe

+44 20 7908 7813

Vanina Sommer 
Communications - South Europe, Middle East & Africa

+33 (1) 70 98 70 50

Ada Chio
Communications – North Asia

+853 8805 8810

Jeremy Viray 
Communications - The Americas

+1 (212) 830 9383  


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