Brussels, 21 October, (Brussels Morning Newspaper) – The European Commission has launched a formal Booking.com investigation over concerns that the online travel platform may have failed to protect customers adequately from fraudulent accommodation listings, phishing scams and potentially misleading paid promotions.
- EU Targets Fake Hotel Listings and Accommodation Fraud
- Brussels Investigates Phishing Scams and Customer Data
- European Commission Calls for Stronger Traveller Protection
- Why the EU’s Digital Services Act Matters
- What the Investigation Means for European Travellers
- What Happens Next in the EU Investigation?
The proceedings, announced in Brussels on Wednesday, will examine whether Booking.com has breached the European Union’s Digital Services Act (DSA), legislation designed to strengthen accountability and consumer protection across major digital platforms.
The investigation centres on three potential compliance failures and could expose the company to substantial financial penalties if violations are established.
EU Targets Fake Hotel Listings and Accommodation Fraud
European regulators are examining whether Booking.com has adequately identified and addressed risks associated with fraudulent property advertisements.
These include accommodation listings for non-existent properties, impersonation of legitimate accommodation providers and offers that fail to comply with applicable requirements.
The Commission will assess whether the platform has introduced effective safeguards to detect suspicious advertisements and remove fraudulent accommodation offers.
Such practices can expose travellers to financial losses, particularly when customers make advance payments for properties that do not exist.
Brussels Investigates Phishing Scams and Customer Data
Another central concern involves phishing attacks exploiting reservation details and customer information.
Investigators will examine how Booking.com shares booking and guest information with accommodation providers and whether its messaging systems create opportunities for criminals to impersonate legitimate businesses.
The Commission will also assess whether existing security measures adequately prevent fraudsters from using reservation information to request unauthorised payments.
A separate part of the investigation concerns advertising transparency.
Regulators are examining whether accommodation providers paying higher commissions to secure prominent positions in search results are clearly identified as advertisers.
European Commission Calls for Stronger Traveller Protection
European Commission Executive Vice-President Henna Virkkunen emphasised the importance of protecting consumers using digital travel services.
She stated:
“Europeans should be able to book their holidays without fear of being scammed.”
Virkkunen said the Digital Services Act establishes clear responsibilities for platforms to address these risks.
Booking.com said it was cooperating fully with the investigation and reaffirmed its commitment to protecting travellers, accommodation partners and personal information from online fraud.
Why the EU’s Digital Services Act Matters
The Booking.com investigation follows earlier European Commission scrutiny of the company’s compliance with digital regulations.
Booking.com was designated a very large online platform under the Digital Services Act on 25 April 2023.
The Commission subsequently requested information about fraud prevention measures in September 2025 and May 2026.
Its latest decision follows an examination of the company’s risk assessments, transparency reports and responses to regulatory requests.
Under the DSA, companies found responsible for serious violations can face fines reaching 6% of their worldwide annual turnover.
What the Investigation Means for European Travellers
The proceedings could influence how accommodation platforms verify property listings, safeguard booking information and identify paid advertisements.
For consumers, the investigation highlights the importance of reliable property information and secure payment arrangements.
Hotels and other accommodation providers may also face greater scrutiny of how listings are verified and promoted.
The Commission has not concluded that Booking.com violated EU law.
What Happens Next in the EU Investigation?
European regulators will continue collecting evidence through information requests, interviews and potential inspections.
The Commission may impose interim measures, accept commitments from Booking.com or issue a non-compliance decision if violations are established.
There is no fixed legal deadline for concluding the proceedings.
The investigation’s outcome will determine whether additional enforcement measures are necessary to strengthen consumer protection across Europe’s online accommodation market.
