Booking.com and Agoda, part of the Booking company, have been accused by the Consumers’ Association of misleading consumers who are looking to book accommodation on their sites. Despite promises of improvement in 2020, these practices continue to deceive consumers. The booking sites have been found to display fake discounts, show incomplete prices, and create a sense of urgency by suggesting scarcity that doesn’t exist.
The Consumers’ Association has reported that the booking sites advertise prices without including unavoidable taxes and service costs, which goes against regulations. Booking.com also struggles with scarcity because they include private homes and apartments that may not be available year-round, leading to a lower percentage of availability. Agoda has also been accused of falsely claiming fewer rooms are available and misleading consumers with their lowest price guarantee and free cancellation offers.
Director Sandra Molenaar of the Consumers’ Association condemns these practices as deliberate tricks designed to pressure consumers into making quick decisions based on false information. In 2020, both Booking and Expedia were reprimanded by European regulators for similar violations, but Expedia appears to have made improvements while Booking continues with deceptive practices. The Consumers’ Association has reported Booking’s violations to the Dutch Consumer & Markets Authority (ACM) for further action.
A spokesperson for Booking stated that the company aims to provide transparent information to travelers, including accurate pricing and availability details. They claim to be working with authorities to address any concerns raised. The ACM will investigate the findings and take action if necessary to ensure compliance with regulations and prevent further misleading practices.
