Protect Yourself from Travel Scams and Phishing

Scammers impersonate hotels, booking platforms, and travel brands to trick guests into sharing payment or personal information. These scams can arrive by email, text, WhatsApp or other messaging apps, or phone call. We want you to know how to spot them. We will never ask you to provide your credit card number by text message, email or through other messaging platforms such as WhatsApp.

How these scams work

Scam messages often appear to come from a hotel, a booking site, or Extended Stay America. They may include convincing details, such as your stay dates or reservation cost, or other booking information and typically push you to act quickly, for example by re-submitting payment information to keep your reservation.

How to recognize phishing

• Urgency or threats. Be cautious of messages saying your reservation will be canceled unless you act immediately.
• Requests to pay outside your booking. We will never ask you to pay by gift card, wire transfer, cryptocurrency, or payment app.
• Requests for card details by text, email or messaging app. We will never ask you to send your credit card number through text message, email, messaging platforms such as WhatsApp, or social media.
• Unfamiliar links or attachments. Do not click links or open files from unknown senders.
• Payment instructions that differ from your confirmation. Compare any request against the payment terms in your booking confirmation.
• Look-alike senders. Check the sender’s email address and phone number carefully. Scammers often use addresses and domains that closely resemble real ones.
• Alternative Messaging Platforms. Scammers may use alternative messaging platforms such as WhatsApp to request information. Extended Stay America does not communicate with guests through any alternative messaging platform and will only contact you via email, SMS or push notification.

When in doubt, verify before you act. Guests can always confirm a reservation by calling the hotel or 800.EXT.STAY (800.398.7829).

What to do if you clicked a link or shared information

1. Contact your bank or card issuer immediately. Tell them what happened, ask them to freeze or replace your card, and review your statements for unrecognized charges.
2. Change your passwords.  Change the password on any related account. 
3. Report it to authorities.  You can file a report with the Federal Trade Commission and the FBI’s Internet Crime Complaint Center.
4. Keep security software up to date. Make sure that your devices and security software are up to date.