EU opens investigation into Booking.com over fake listings and scams

Regulators allege travel platform has not done enough to protect consumers under Digital Services Act

By LineZotpaper

Published21 October 2026

Updated21 October 2026

Read Time2 min

Sources3 outlets

The European Commission has opened an investigation into Booking.com, accusing the accommodation platform of an "absolutely substandard" approach to tackling fraudulent listings and phishing scams. EU regulators say the company may have breached the Digital Services Act (DSA), which requires platforms to assess and mitigate risks to consumers. The probe also examines whether Booking.com violated advertising transparency rules by not clearly disclosing paid placements.

EU officials on Wednesday said Booking.com's measures to prevent fraud and protect consumers were insufficient under the DSA. A commission official stated that while the company takes some steps, "they could go much further" and should have "much more solid systems to prevent fraud." The investigation covers two types of scams: fake property listings where victims arrive to find no booking exists, and "reservation hijacks" where criminals use hacked data to impersonate accommodation providers, often demanding payment via WhatsApp or through the platform itself.

Dutch consumer group Consumentenbond reported 200 Booking.com-related scams in 2025 totaling €65,000 in losses, up from 89 cases worth €25,000 in 2024. It called these cases "just the tip of the iceberg." UK consumer group Which? previously demonstrated security lapses by setting up a fake listing for 10 Downing Street and accepting payment through the site. Booking.com told the BBC in 2024 it had seen a 500 to 900% increase in scams driven by generative AI tools.

Booking.com, headquartered in Amsterdam with 28 million listings, said it was "engaging constructively" with the commission and reaffirmed that "security, trust and the protection of personal information are top priorities." The company added that it remains committed to working with governments and industry partners to combat cybercrime and online fraud.

If found in breach of the DSA, Booking.com could face a fine of up to 6% of its worldwide annual turnover. The commission said opening the investigation does not prejudge its outcome.

Analysis

Why This Matters

If Booking.com is found to have violated the DSA, it could face a significant fine, sending a strong signal to other platforms about the cost of inadequate fraud prevention.
The case highlights the growing challenge of AI-enabled scams targeting travel consumers, and the DSA's role in holding big tech platforms accountable.
Millions of travellers who book through the site may be affected; stronger safeguards could reduce the risk of losing money to fraudulent listings and phishing attacks.

Background

The Digital Services Act, which took full effect in early 2024, imposes obligations on very large online platforms to assess and mitigate systemic risks such as fraud and scams. Booking.com is designated as a very large online platform under the DSA, making it subject to these rules. The investigation follows years of reports from consumer groups and media exposing security lapses at the company, including a 2024 demonstration by Which? that showed how easily a fake listing could be created and accepted payments. The European Commission's executive vice-president for tech sovereignty, Henna Virkkunen, has made consumer protection a priority.

Key Perspectives

European Commission: Regulators argue Booking.com's current fraud prevention measures fall short of DSA requirements. They point to the platform's failure to conduct adequate risk assessments and implement robust systems to prevent fraudulent listings and data misuse.

Booking.com: The company maintains that security and consumer trust are top priorities. It says it is cooperating with the investigation and working with law enforcement and industry partners to combat cybercrime.

Consumer groups: Organisations such as Consumentenbond and BEUC welcome the investigation, calling the problem systemic. They note that reported scams represent only a fraction of actual cases, and urge the commission to mandate stronger protections.

What to Watch

The commission's final decision, which could include a fine, orders to change practices, or both.
Whether Booking.com voluntarily introduces new fraud detection and transparency measures before the investigation concludes.
Future DSA enforcement actions against other travel or e-commerce platforms with similar scam problems.

Sources

EU probes whether Booking.com is doing enough to tackle fake listings and phishing scams · Euronews
Booking.com under investigation by EU regulators over fake listings and scams · Business | The Guardian
Booking.com under investigation by EU regulators over fake listings and scams · World news | The Guardian

Checked

12 claims in this story checked against 1 source: 7 supported.

Show each claim

SupportedThe EU has opened an investigation into Booking.com over fake listings and scams.Business | The Guardian: “EU regulators have opened an investigation into Booking.com, alleging that the accommodation website has not done enough to protect consumers from fake listings and scams.”
SupportedEU regulators allege Booking.com has not done enough to protect consumers under the DSA.Business | The Guardian: “EU regulators have opened an investigation into Booking.com, alleging that the accommodation website has not done enough to protect consumers from fake listings and scams.”
SupportedThe Commission described Booking.com’s approach to tackling fraudulent listings and phishing scams as “absolutely substandard.”Business | The Guardian: “The European Commission , which regulates the world’s biggest tech companies operating in the EU, said Booking.com may have breached the EU’s Digital Services Act (DSA) with its “absolutely substandard” approach to tackling fraudulent listings and phishing scams”
SupportedAn EU official said Booking.com’s measures “could go much further” and it needs “much more solid systems to prevent fraud.”Business | The Guardian: ““Although they take measures, they could go much further and they could have much more solid systems to prevent fraud.””
SupportedBooking.com said “security, trust and the protection of personal information are top priorities.”Business | The Guardian: ““Security, trust and the protection of personal information are top priorities at Booking.com,” a company spokesperson said.”
SupportedConsumentenbond called the cases “just the tip of the iceberg.”Business | The Guardian: “These cases were “just the tip of the iceberg”, it said, as many victims would not report to its fraud helpdesk.”
Not in the sourcesEU officials made the stated comments on Wednesday.Business | The Guardian
SupportedThe investigation will examine whether Booking.com breached advertising transparency rules by failing to make paid placements clear to users.Business | The Guardian: “EU officials will also investigate whether Booking.com has breached advertising transparency rules, by potentially not making clear to users that some accommodation providers had paid to make their business more visible on the website.”
Partly supportedIn fake-listing scams, victims arrive to find that no booking exists.Business | The Guardian: “consumers thought they had booked a stay, only to find on arrival at a property that it had been fraudulently listed on Booking.com.”
Partly supportedReservation hijack scammers often demand payment by WhatsApp or through Booking.com’s platform.Business | The Guardian: “Criminals send WhatsApp messages and have even used Booking.com’s own platform to request payments from Booking.com’s customers, supposedly to secure a stay.”
Partly supportedConsumentenbond reported 200 Booking.com-related scams involving €65,000 in 2025, up from 89 cases worth €25,000 in 2024.Business | The Guardian: “The Dutch consumer association Consumentenbond said it had received 200 reports of scams costing people €65,000 that involved Booking.com in 2025, up from 89 reports worth €25,000 the previous year.”
Partly supportedBooking.com told the BBC in 2024 that scams had increased by 500% to 900%, driven by generative AI tools.Business | The Guardian: “Booking.com told the BBC in 2024 it had seen a 500 to 900% increase in scams in the previous 18 months, driven by generative AI tools”