Recent reports have cast a shadow over Booking.com, one of the world's largest online travel platforms, as it faces allegations of fraudulent listings, inflated prices, and anti-competitive practices. From travelers being scammed by fake accommodations to hotels rallying for legal action, the platform's reputation is under scrutiny.
Fake Listings Leave Travelers Stranded
Travelers arriving at what they believed was their booked accommodation on the Sunshine Coast were met with confusion—the property owners had no record of their reservation. Scammers had created fake listings on Booking.com using stolen photos and descriptions, leaving guests without a place to stay and out of pocket. One couple was reportedly left in tears after discovering they had been defrauded. Despite repeated attempts to report the issue, the property owners struggled to get timely action from Booking.com's customer service.
According to reports, such scams are on the rise, with Booking.com-related fraud cases surging by nearly 600% in Australia alone. Experts warn that the platform's sheer volume of listings makes it difficult to police fraudulent activity effectively.
Dutch Consumer Groups Allege Price Inflation
In another blow, Dutch consumer groups are preparing legal action against Booking.com, accusing the platform of inflating hotel prices since 2013. The Consumer Competition Claims Foundation claims the practice has cost Dutch travelers "hundreds of millions of euros." While Booking.com denies the allegations, the case adds to growing skepticism about the platform's pricing transparency.
The controversy follows a 2024 ruling by the EU's top court, which found that Booking.com's restrictions on hotels offering lower rates elsewhere were unnecessary, though not outright illegal. More details on the case can be found here.
10,000 Hotels Unite in Legal Battle
Europe's hotel industry is fighting back. Over 10,000 hotels have joined a collective lawsuit against Booking.com, alleging unfair commission rates and anti-competitive "best price" clauses that prevented them from offering lower prices on other platforms. The European Court of Justice ruled these clauses unlawful in 2024, prompting Booking.com to remove them—but hotels are now seeking compensation for years of alleged overcharging.
"Abusive practices in the digital market will not be tolerated," said Alexandros Vassilikos, president of the European hotel alliance Hotrec. The lawsuit, coordinated by the Hotel Claims Alliance, represents a significant challenge to Booking.com's dominance. For further reading, visit this link.
What’s Next for Booking.com?
With scams eroding traveler trust, consumer groups questioning pricing, and hotels demanding restitution, Booking.com faces a pivotal moment. The platform maintains that safety and transparency are top priorities, but the mounting criticisms suggest a need for systemic changes. For now, travelers and hoteliers alike are advised to stay vigilant.