Dear Guest
Following our previous communication regarding the recent phishing attempts via WhatsApp, I’m writing to share an important and reassuring update.
After a thorough technical investigation, we have identified the source of the issue. On March 12th, 2025, there was unauthorized access through the API credentials to our booking management software provider, Kross Booking (part of the Zucchetti Group, one of Italy’s leading software companies). This access resulted in the download of a file containing some basic guest details: full name, email address, and phone number.
Please rest assured that no credit card, payment, or passport information was accessed or compromised. All payments are securely processed by leading payment gateways such as Nexi and Stripe, and credit card data is never shared with us. The only instance in which limited card data is securely stored is when a credit card is used exclusively to guarantee a damage deposit.
The unauthorized access has been fully blocked, and Kross Booking has already strengthened all relevant security protocols. The incident has been formally reported to the Italian Data Protection Authority (Protocol numbers: 20250034592 and 20250039975), and we continue to monitor the situation very closely.
What We Recommend
Although the situation is now under control, we kindly recommend remaining cautious and paying close attention to any communication you may receive regarding your reservation.
In particular, we understand that you may feel uncertain when our team reaches out for legitimate purposes such as:
Online check-in
Check-in instructions
Booking add-ons or local experiences
Payment of outstanding balances
To help you feel at ease, here are the official channels we use to communicate with our guests:
noreply@krossbooking.com
Used to send booking confirmations, balance requests, online check-in instructions, and guest surveys.
This is an automated address, but feel free to reply – your message will be received directly to me
WhatsApp messages from your Guest Angel
The day before your dedicated Guest Angel contacts you on WhatsApp, I will personally introduce them to you via email or message.
@pugliaparadise.com email addresses
Any team member writing to you will always use an official company email address ending in @pugliaparadise.com.
Questions or Concerns?
Should you have any questions or uncertainties about any message you receive, please don’t hesitate to contact me directly. The fastest way is to click the WhatsApp icon at the bottom-right corner of any page on our website www.pugliaparadise.com – it will connect you with me instantly.
My personal commitment is to ensure you always feel safe, cared for, and supported – so your experience with us remains relaxing and worry-free from the moment you book to the end of your stay.
Thank you once again for your understanding, trust, and continued support.
Warm regards,
Massimo Valentini
Founder – Puglia Paradise
📞 +39 333 5683861
📱 WhatsApp: +39 333 5683861
📧 massimo.valentini@pugliaparadise.com
