The European Commission has opened a formal inquiry into Booking.com, alleging the accommodation website has not done enough to shield consumers from fraudulent listings and phishing scams. Regulators said the company’s approach to detecting and removing fake offers and preventing criminals impersonating third parties to trick people into handing over money was "absolutely substandard."
Under the probe, the Commission will assess whether Booking.com's practices comply with obligations set out in the EU's Digital Services Act (DSA), the new regulatory framework that sets duties for online platforms to manage systemic risks and protect users. The DSA requires platforms to take more proactive measures to prevent illegal and harmful content and to be transparent about their content-moderation systems.
Phishing scams on accommodation platforms typically involve fraudsters creating listings or communications that impersonate legitimate hosts or vendors, with the aim of diverting payments or stealing personal information. The Commission's statement framed such activity as a consumer protection issue and signalled concern about whether Booking.com’s current safeguards are adequate to stop these forms of fraud.
The probe marks an intensification of EU scrutiny of online marketplaces and booking platforms under the DSA, which empowers regulators to seek remedies and impose penalties where platforms are found to be non-compliant. The Commission said it will now examine relevant evidence and practices to determine whether Booking.com breached the rules.
The investigation comes as European authorities increase enforcement of digital rules governing large online services, aiming to curb scams and improve safety for consumers who rely on platforms for travel and accommodation. Further developments will depend on the outcome of the Commission’s review and any responses provided by Booking.com to the allegations.