Recognizing Real News

Relax! Check first, then pay. Tips on fake hotel messages

Hotel guests around the world are currently receiving a growing number of fake messages—for example, via WhatsApp—in which they are asked to enter personal information or credit card details via a link and, in some cases, to make advance or additional payments. To help you verify the authenticity of our messages at any time, here is an overview of the most important information.

Don't let yourself be pressured: Fraudulent messages may claim that your reservation will be canceled unless you pay immediately or that your card information needs to be reconfirmed. Do not rush to make a payment in response to such a suspicious request.
Even your real name, matching reservation details, or a email during a phone call do not prove that the contact is genuine.

If you suspect something is wrong, do not click on any links or enter any information. Contact us using the phone number listed on our official website or in your original booking confirmation—not the contact information provided in the suspicious message. We’ll be happy to help you verify the message.

How to Tell if a Message Is Really From Us

From: We will only contact you from email email addresses ending in @stmartins.at and will call you from our phone number +43 2172 20 500. We do not communicate with you via WhatsApp.
Payment: Payments and deposits must be made exclusively through the methods specified in your booking confirmation. We do not send payment links or requests for credit card information via WhatsApp.
Pre-Check-in: Before your arrival, you can receive an email ( email ) from info@stmartins.at containing a link to the pre-check-in page. There, we collect only the information required for your registration form (name, address, date of birth, ID number)—never payment or credit card information. Of course, you can also check in in person at the front desk.

What should you do if you receive a suspicious message?

Do not click on the link or enter any information.
Delete the message; block and report the number on WhatsApp.
If you have already entered your card information, please contact your bank or credit card company immediately.
If you have any questions, please call us at our official number—we'll be happy to check it for you. Your reservation with us remains valid in any case.

For more information on how to recognize online scams and better protect yourself against them, visit: https://www.watchlist-internet.at/.

An online news fact-check is available at https://www.watchlist-internet.at/services-tools/nachrichten-check/ . Watchlist Internet is an independent information platform—supported by the Federal Criminal Police Office, the Austrian National Bank, the Chamber of Commerce and the Chamber of Labor, and other partners.

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Information Regarding the Security Incident at a Service Provider in October 2026

A guest management portal that we use—which is employed throughout the hospitality industry to handle pre-registrations, guest information, and check-outs, among other things—was also the victim of a cyberattack in October 2026. According to the service provider, data from individual guests at our resort who checked in or out between October 17 and 21, 2026, was also affected: hotel, name, cell phone number, check-in and check-out dates, and booking costs. Credit card data and special categories of personal data as defined in Article 9 of the GDPR are, according to the service provider, expressly not affected.
Together with our IT security, data protection, and external security specialists, we immediately implemented the necessary protective measures and have temporarily suspended our collaboration with the service provider. We are reporting fraudulent activities to the relevant internet service providers and authorities. Our own systems have been reviewed and show no irregularities.

Contact
If you have any questions, please call us at +43 2172 20 500 700 or send an email to anfragen@stmartins.at via email .