FAQ – Information regarding a security incident
Last updated: May 16, 2026 – 8:00 PM
What happened?
On May 14, 2026, we identified a security incident that resulted in unauthorized access to certain personal data used in the preparation of stays.
As soon as this incident was detected, our technical teams, supported by cybersecurity experts, immediately took the necessary measures to secure the affected systems and prevent any further incidents.
The vulnerability has been identified and corrected.
What data is affected?
The potentially affected data is limited to the following information:
• first and last name ;
• phone number ;
• date of birth ;
• booking number ;
• stay date and location.
Are my banking details affected?
No.
No banking data, payment method, banking password or email address has been compromised as part of this incident.
Should I change my password?
As a precautionary measure, the passwords of the affected customer accounts have been reset.
During your next login, you will be asked to create a new secure password.
What are the risks related to this incident?
The main risk concerns potential fraud attempts or identity theft.
Malicious individuals may attempt to contact certain customers by phone or SMS while pretending to be members of our teams in order to request a fraudulent payment.
How can I recognize a fraud attempt?
Please remember that:
• payments must only be made through our official websites and customer areas ;
• we will never ask you to make a bank transfer to an account communicated by phone or SMS ;
• we will never ask for your banking details by phone.
If you have any doubts, do not make any payment and contact our customer service immediately.
How do I know if I am affected?
Affected customers are progressively being informed via email, SMS or voice message depending on the contact details available in our systems.
What should I do if I receive a suspicious call or SMS?
Do not share any personal or banking information.
Do not make any payment following an unverified call or SMS.
We invite you to contact our customer service directly using the official contact details available on our website.
Has the incident been reported to the authorities?
Yes.
A complaint has been filed with the competent authorities and the incident has been reported to the CNIL in accordance with the applicable regulations.
How can I contact the dedicated support service?
A dedicated phone number will be made available from Monday, May 18, 2026 to answer your questions.
What happened?
On May 14, 2026, we identified a security incident that resulted in unauthorized access to certain personal data used in the preparation of stays.
As soon as this incident was detected, our technical teams, supported by cybersecurity experts, immediately took the necessary measures to secure the affected systems and prevent any further incidents.
The vulnerability has been identified and corrected.
What data is affected?
The potentially affected data is limited to the following information:
• first and last name ;
• phone number ;
• date of birth ;
• booking number ;
• stay date and location.
Are my banking details affected?
No.
No banking data, payment method, banking password or email address has been compromised as part of this incident.
Should I change my password?
As a precautionary measure, the passwords of the affected customer accounts have been reset.
During your next login, you will be asked to create a new secure password.
What are the risks related to this incident?
The main risk concerns potential fraud attempts or identity theft.
Malicious individuals may attempt to contact certain customers by phone or SMS while pretending to be members of our teams in order to request a fraudulent payment.
How can I recognize a fraud attempt?
Please remember that:
• payments must only be made through our official websites and customer areas ;
• we will never ask you to make a bank transfer to an account communicated by phone or SMS ;
• we will never ask for your banking details by phone.
If you have any doubts, do not make any payment and contact our customer service immediately.
How do I know if I am affected?
Affected customers are progressively being informed via email, SMS or voice message depending on the contact details available in our systems.
What should I do if I receive a suspicious call or SMS?
Do not share any personal or banking information.
Do not make any payment following an unverified call or SMS.
We invite you to contact our customer service directly using the official contact details available on our website.
Has the incident been reported to the authorities?
Yes.
A complaint has been filed with the competent authorities and the incident has been reported to the CNIL in accordance with the applicable regulations.
How can I contact the dedicated support service?
A dedicated phone number will be made available from Monday, May 18, 2026 to answer your questions.