Security notice: fake messages in the name of Das Rübezahl
Last updated: 4 November 2026
Dear guests,
guests are currently receiving fraudulent WhatsApp messages claiming to come from our hotel. These messages do not come from us. On this page you can read what happened, how to recognise the fraud and what you can do.
The key points
- The vulnerability was closed on 2 November 2026. New bookings are not affected, and you can book with us as usual.
- We never ask for card details or a verification of your booking via WhatsApp.
- Your booking will not be cancelled because you did not respond to such a message.
- Already entered your details? Call your bank immediately.
What happened
On 2 November 2026 there was a security incident at vioma GmbH (CST7 system), the service provider that handles our bookings. According to vioma, booking data was accessed without authorisation. This probably concerns bookings with an arrival date from 1 November 2026, including bookings made through booking portals. Vioma cannot state the exact scope with complete certainty, so we cannot rule out older bookings.
Probably affected: booking number, first and last name, dates of stay, booking amount, booking time, booking channel, email address, telephone number, postal address and booked services. Vioma cannot rule out that further booking fields are affected, such as comments on your booking.
Credit card data was not affected according to current knowledge and could not be accessed through the affected interface.
Fraudsters use this information to appear credible and to obtain your card details. Data that has been accessed cannot be retrieved. Such attempts may therefore continue even though the vulnerability has been closed.
Further details: vioma's statement on the security incident (in German)
What has been done so far
Vioma closed the vulnerability on 2 November 2026 and, by its own account, fixed the fault. We ourselves only learned of it on 4 November 2026 and reported the incident to the competent data protection authority that same day. We have asked vioma for further information. We will update this page as soon as we know more.
How to recognise the fraud
- The message comes from an unknown mobile number, possibly with a foreign country code, and claims to be from our team, for example from a "check-in manager".
- It quotes genuine details such as your name, your travel dates or the booking amount. This does not prove that it comes from us.
- It demands a supposedly mandatory "guest data verification", often with a short deadline and the threat that your booking will otherwise be cancelled.
- A link leads to a third-party page that looks like ours and asks for credit card details.
Similar attempts by email, text message or telephone are also possible. The fraudsters keep changing numbers and addresses. This is why we do not publish a list here: anything missing from a list could still be fake.
What we will never ask of you
- We never ask you via WhatsApp to enter card details or to verify your booking.
- We will not cancel your booking because you did not respond to such a message.
You may receive a payment link from us for a deposit, but not via WhatsApp. If you are unsure, call us before opening a link. Please use the number below, never a number from the message.
What to do if you receive such a message
- Do not open any link, do not reply and do not enter anything.
- Block the sender, report them in WhatsApp and delete the message.
Your booking remains valid. There is nothing else you need to do.
If you have already clicked the link or entered your details
- Call your bank or credit card provider immediately and have your card blocked. In Germany you can also use the blocking hotline 116 116, or +49 116 116 from abroad. Not all banks take part; if yours does not, use the number on the back of your card or on your bank's website.
- Have your transactions checked and ask your bank how to reclaim unauthorised charges.
- We recommend reporting it to the police. Please keep the message or screenshots of it for this purpose.
- If you also entered a password on the page, change it wherever you use it.
- Please let us know.
How to reach us
Telephone: +49 (0) 8362 8888
Email: info@hotelruebezahl.de
Data protection questions: datenschutzbeauftragter@hotelruebezahl.de
We are very sorry that you may be affected. Our warm thanks go to all guests who have alerted us to these messages. We look forward to welcoming you.
The Thurm family and the team at Das Rübezahl