The European Commission has opened an investigation into Booking.com over concerns that the accommodation platform has failed to do enough to protect customers from fraudulent property listings, phishing attacks and online payment scams.
The investigation will assess whether the company has complied with the European Union’s Digital Services Act (DSA), which requires major online platforms to identify and address risks to users. EU officials have criticised the platform’s existing safeguards, describing its approach to tackling fraud as inadequate.
Regulators are also examining whether Booking.com clearly informs users when accommodation providers pay to have their properties promoted more prominently on the website.
Under the DSA, companies found to have breached their obligations could face fines of up to 6 per cent of their worldwide annual turnover. The Commission stressed that opening the investigation does not mean the company has been found guilty of wrongdoing.
Booking.com, headquartered in Amsterdam, said it was cooperating with the Commission and remained committed to protecting customers’ personal information and combating online fraud. The company says its platform carries approximately 28 million accommodation listings.
The investigation follows reports of fake property advertisements and scams in which criminals impersonate accommodation providers to demand payments from travellers. Fraudsters have also reportedly used stolen information to send customers messages through WhatsApp and, in some cases, Booking.com’s own platform.
The Dutch consumer association Consumentenbond received 200 reports of scams involving Booking.com in 2025, with reported losses totalling €65,000. This was an increase from 89 reports involving €25,000 in losses in 2024.
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Consumer advocates have welcomed the investigation, describing online booking fraud as a wider problem requiring stronger safeguards. Regulators will examine whether Booking.com has adequate systems to prevent fraudulent listings and the misuse of customer data.
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