Latest update: 9:15am NZDT Friday 6 November (7:15am AEDT Friday 6 November / 8:15pm GMT Thursday 5 November)
Booking Engine payments have been restored. Guests can complete bookings and pay online again, with bookings appearing in Preno as normal.
Our service provider has confirmed restoration, and our initial checks indicate services are working again. We'll continue monitoring over the coming days.
OTA card details are also coming through again for new bookings, since 5:45am NZDT on Thursday 5 November. Missing card details from bookings received during the outage are still being recovered and may take longer to appear. We'll update this page when that recovery is complete.
What you need to do
You don't need to do anything to restore normal bookings and payments. New bookings should flow through to Preno as usual.
However, if you made temporary changes during the outage or have outstanding bookings to follow up, please check the following.
Undo any temporary changes
Remove any temporary pop-up alerts: Go to Settings → Booking Engine → Booking engine configuration → Settings → Alerts → Edit.
Restore any booking buttons or links you removed from your website, Google or other places.
Restore your original booking confirmation email if you changed it during the disruption.
Follow up any remaining pending bookings
Some booking attempts made during the outage may still be waiting for confirmation.
Go to Settings → Channel Manager → Channel booking list → View bookings to review any outstanding pending bookings.
Contact guests to confirm they still want to stay before confirming their booking. You can do this up until the guest's check-out date. If you've already created a booking manually, don't confirm the same booking again from the list.
Arrange payment for bookings created during the outage
Card details weren't captured for website bookings made during the disruption, so automatic payments won't run for those bookings. You will get a notification for any automated payments that fail because there is no card stored against the booking.
If you haven't already, arrange payment according to your property's usual payment policy, for example using a payment link or collecting payment on arrival.
Check OTA bookings still missing card details
New OTA bookings are receiving card details again, but some bookings received during the outage may still be missing them.
If you need to charge a card before its details appear in Preno, please check the OTA's extranet, such as Booking.com or Expedia Partner Central.
We're continuing to monitor the recovery of these missing details.
Good to know
You may still receive occasional pending booking emails. These can occur when a guest starts a booking but doesn't complete it. We enabled these notifications for all properties during the outage, so you may receive them even if you didn't previously.
If something doesn't look right, message our team in Preno. This includes unsuccessful website bookings or pending booking emails without a matching entry in your Channel booking list.
We'll continue monitoring services over the coming days.
We know this has been a difficult week. We're sorry for the disruption and the extra work you've had to put into looking after your guests. Thank you for your patience.
For reference, you can also read our previous outage guidance.
What happened at our service provider
Update: 6 November 2026
Our Channel Manager partner, SU (an Access Group company which also operates STAAH channel manager), has provided further information about the incident that caused the recent service disruptions.
SU has confirmed that this was a deliberate security intrusion, rather than a technical system failure. An unauthorised third party accessed part of its cloud storage environment.
To contain the incident, SU took affected services offline while its team and independent security specialists investigated, secured and rebuilt the affected systems. These additional security measures contributed to the extended restoration time.
We've confirmed that no Preno customer data was compromised in this incident.
Summary of SU's statement
The following summarises the information SU provided about the incident, its investigation and the steps taken to restore services securely.
What happened
On 26 October 2026 (GMT), an unauthorised third party used compromised access credentials to access and download files from STAAH's cloud storage platform.
SU's monitoring systems detected the activity immediately, and its incident response began.
SU has confirmed that its investigation is complete and that systems have been restored progressively following independent security verification.
What SU did in response
Contained the incident: Isolated affected systems and took services offline to prevent further data loss.
Secured access: Rotated credentials and revoked API access keys.
Engaged security specialists: Worked with Unit 42, its managed detection and response provider, to investigate the incident and implement security changes.
Rebuilt affected servers: Rebuilt compromised servers rather than attempting to clean them in place.
Increased monitoring: Introduced enhanced security monitoring and additional scans across its platforms.
SU has apologised for the disruption and concern caused by the incident.
What this means for Preno customers
No Preno customer data was compromised.
Booking Engine payments and card details for new OTA bookings have been restored. We're continuing to monitor services and follow up on missing card details from bookings received during the outage.
If you experience any issues, please contact the Preno support team through the chat in Preno.
We'll also be reviewing this incident and our relationship with SU to understand what can be done to reduce the risk and impact of a similar disruption in future.