Notice to guests
We want to make you aware of fraudulent messages currently targeting hotel guests across the Australian accommodation industry, and share some guidance on how to protect yourself.
What you need to know
We've received reports regarding fraudulent messages targeting hotel guests across many accommodation providers including Crystalbrook Collection.
The activity appears to be affecting guests across multiple hotel groups, with scammers sending messages, particularly via WhatsApp, claiming to represent their hotel.
These messages may include genuine booking information, such as your name, stay dates or reservation details, and typically ask you to verify payment information, follow a link or make an urgent payment to avoid having your booking cancelled.
Such messages are not from Crystalbrook Collection. Even if a message includes accurate booking details, it doesn't necessarily mean it's genuine.
How to stay safe
Please be cautious of any unexpected communication that:
- Asks you to verify your booking or payment details through an unfamiliar link.
- Requests credit card information or payment to a different account.
- Pressures you to make an urgent payment to avoid cancellation.
If you receive a suspicious message, please don't click any links, share personal or payment information, or make a payment.
How to contact us
Our booking communications are generally sent via email, and our team may also contact you directly by phone regarding your stay.
If you're ever unsure whether a message is genuine, we encourage you to contacting us directly, rather than any contact information or links provided in the message.
If you've already shared payment details in response to a suspicious message, we recommend contacting your bank immediately. You can also report suspicious messages to Scamwatch.
If you have concerns about your reservation, please contact us directly.
- Crystalbrook Collection