The popular booking platform Booking.com is under scrutiny by the European Commission, with European authorities investigating potential violations related to misleading accommodation listings, online fraud, and consumer protection. Speaking on the “Alpha News” program, the legal advisor to the Consumers’ Association, Virginia Christou, referred to the complaints that have been recorded, as well as the gaps identified in the oversight of major online platforms.
As she explained, the European Digital Services Act requires large platforms to identify, assess, and mitigate risks to consumers, by submitting relevant annual reports. However, according to her, the main problem is that companies assess risks using their own mechanisms and external auditors, without always recognizing the severity of those risks. “These platforms should, by monitoring their activities, identify the risks that exist or could arise for consumers, assess them, and then take measures to address them,” she said.
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He made special mention of a complaint from a Cypriot consumer who made a reservation through Booking.com for a stay in London, only to discover upon arrival that the supposed hotel was actually a warehouse.
“We also had a case in Cyprus involving a consumer who booked through Booking, traveled abroad—specifically to London—and discovered that, although it was advertised as a hotel, it turned out to be a warehouse,” he noted. As he added, “a complaint was filed with the platform, but there was no response,” noting that the high cost of legal proceedings makes it extremely difficult for individual consumers to seek compensation.
Ms. Christou also referred to complaints about misleading pricing practices, with Booking, according to the evidence under review, promoting accommodations as the most affordable options, while the same services were offered at lower prices directly by the hotels. She also mentioned false reviews, problematic listings, and risks concerning users’ personal data.
It noted that, according to its assessment, the platform had not given sufficient weight to some of these risks. If violations of the European regulation are confirmed, the company could face a fine of up to 6% of its global annual turnover. The launch of the investigation, however, does not prejudge the final decision.
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The legal advisor clarified that the investigations are not limited to Booking, as other major e-commerce platforms, such as Temu and Shein, are also under scrutiny, with complaints having been filed regarding consumer protection. Specifically regarding Shein, she argued that it downplays risks associated with promoting addictive content to minors, whereas, in her assessment, AliExpress demonstrates significantly better compliance with risk assessment and mitigation requirements. She emphasized that the Association continues to gather data and share it at the European level, pending the Commission’s decisions.
Finally, addressing concerns about potential increases in airfares, Ms. Christou clarified that, so far, the Association has not received any complaints regarding price increases. However, she expressed concern about the possibility of price hikes by low-cost airlines, which are chosen by a large number of Cypriot travelers, noting that the Association is monitoring developments and intervening at the European level where necessary.
