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Summary for: Booking.com faces EU fraud probe after Czech festival booking scandalCan travelers trust an accommodation listing with good reviews, and the messages they receive after booking? Those questions are at the heart of a European Commission investigation into Booking.com announced Wednesday.
The commission is examining whether the platform does enough to address fraudulent accommodation listings and phishing attacks, including attempts to trick guests into making payments.
The investigation follows reports this summer of travelers losing accommodation booked through Booking.com during the Karlovy Vary International Film Festival. The Czech case illustrates the concerns facing customers, although the commission’s inquiry covers the platform’s broader practices.
A convincing listing, then a cancellation
In July, iRozhlas reported that dozens of people had lost accommodation reserved in central Karlovy Vary during the festival.
The apartment listing appeared credible and had favorable reviews. According to the reporting, as many as 200 reservations may have been accepted for a single apartment.
Guests subsequently received cancellation emails and were asked to cancel their bookings themselves through the platform, with promises that their money would be returned within two months.
Seznam Zprávy reported that one guest instead contacted Booking.com directly and was offered alternative accommodation or a full refund within 14 days. Following the accommodation provider’s cancellation instructions could have jeopardized that compensation, according to the reporting.
The Prague-based video channel Honest Guide also found that the listing remained bookable days after customers had begun reporting problems. One of its creators successfully reserved and paid for accommodation while warnings about the alleged scam were already circulating online.
Brussels examines listings, messages and advertising
The European Commission’s investigation will assess how Booking.com identifies and addresses risks involving nonexistent accommodation, impersonation and other unlawful listings.
It will also examine the protection of guests’ booking and personal information, how that information is shared with accommodation providers, and whether the platform’s messaging system can be exploited for phishing or fraudulent payment requests.
A separate strand concerns advertising transparency: whether users can clearly identify paid promotions, establish who financed them and understand why they are seeing them.
The inquiry falls under the EU’s Digital Services Act, which places obligations on major platforms to assess and mitigate systemic risks and provide transparency around advertising.
“Europeans should be able to book their holidays without fear of falling victim to fraud,” commission Executive Vice President Henna Virkkunen said.
Booking.com said safety, trust and personal data protection were priorities. A spokesperson said the company remained committed to cooperating with governments, regulators, law enforcement and industry partners to combat cybercrime and online fraud.
The opening of formal proceedings does not establish that Booking.com has broken EU rules. The commission has not yet reached a conclusion on the suspected shortcomings.
