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HEI Hotels & Resorts (“HEI”) recently became aware of a security incident possibly affecting the personal information of some customers who made payment card purchases at point-of-sale terminals, such as food and beverage outlets, at certain HEI managed properties. As a precaution, we are providing this notice, on behalf of our hotel property owners, to make potentially affected customers aware of the incident and call their attention to steps they can take to help protect themselves. We take the security of personal information very seriously, and sincerely apologize for any inconvenience or concern this incident may cause.

What Happened

HEI was recently alerted to a potential security incident by its card processor. Based upon an extensive forensic investigation, it appears that unauthorized individuals installed malicious software on our payment processing systems at certain properties designed to capture payment card information as it was routed through these systems.

What Information Was Involved

We believe the malware could have affected payment card data—including name, payment card account number, card expiration date, and verification code—of customers who used a payment card at point-of-sale terminals at the affected properties and during the period of time identified below

 

What We Are Doing

We are treating this matter as a top priority, and took steps to address and contain this incident promptly after it was discovered, including engaging outside data forensic experts to assist us in investigating and re mediating the situation and promptly transitioning payment card processing to a stand-alone system that is completely separated from the rest of our network.  In addition, we have disabled the malware and are in the process of re configuring various components of our network and payment systems to enhance the security of these systems. We have contacted law enforcement and will continue to cooperate with their investigation. We are also coordinating with the banks and payment card companies. While we are continuing to review and enhance our security measures, the incident has now been contained and customers can safely use payment cards at all HEI properties.

What You Can Do

We want to make potentially affected customers aware of steps they can take to guard against fraud or identify theft. We recommend that customers review credit and debit card account statements as soon as possible in order to determine if there are any discrepancies or unusual activity listed. We urge customers to remain vigilant and continue to monitor statements for unusual activity going forward. If they see anything they do not understand or that looks suspicious, or if they suspect that any fraudulent transactions have taken place, customers should immediately notify the issuer of the credit or debit card. In instances of payment card fraud, it is important to note that federal laws and cardholder policies may limit cardholders’ responsibility for fraudulent activity; we therefore recommend reporting any suspicious activity in a timely fashion to the bank that issued the card. 

We are also providing information and resources to help customers protect their identities, including an “Information About Identity Theft Protection” reference guide, available below, which describes additional steps customers may take to help protect themselves and recommendations from the Federal Trade Commission regarding identity theft protection.

For More Information

For more information about this incident and ways customers can protect themselves, contact us toll-free at 888-849-1113 between 9:00 a.m. and 9:00 p.m. Eastern time, Monday through Friday. Again, we regret any concern this incident may cause.

About HEI Hotels & Resorts

HEI began as a small hotel investment and management company in the late 1980’s and has evolved into an industry-recognized and highly-respected Owner/Operator. HEI’s fully integrated Owner/Operator approach creates a powerful investment platform, driven by excellence in operating results that yields substantial real estate value creation. As a management company, HEI is driven to consistently set a higher standard of excellence and ensure that our associates have the tools, training and support necessary to excel.

HEI has assembled one of the highest quality hotel portfolios in the United States. Our portfolio is architecturally and characteristically unique; comprised of upper-upscale, luxury, and premium select serve, all located in large metropolitan, urban markets and destination locations, representing the world's leading brands.

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