UK News

Hotel Booking Websites to Make ‘Major Changes’

Some of the best-known hotel booking websites have promised to make “major changes” after a probe by the UK’s competition watchdog, the Competition and Markets Authority (CMA).

The CMA confirmed that Expedia, Booking.com, Agoda, Hotels.com, ebookers and trivago have been the subject of CMA enforcement action due to “serious concerns around issues like pressure selling, misleading discount claims, the effect that commission has on how hotels are ordered on sites, and hidden charges”.

The watchdog took action last year amid concerns booking websites were giving a false impression of a room’s popularity or not displaying the full cost of a room upfront. It warned that this could mislead people, stop them finding the best deal and potentially break consumer protection law.

All companies under investigation by the CMA have co-operated with its work and voluntarily agreed to the following:

  • Search results: making it clearer how hotels are ranked after a customer has entered their search requirements, for example telling people when search results have been affected by the amount of commission a hotel pays the site.
  • Pressure selling: not giving a false impression of the availability or popularity of a hotel or rushing customers into making a booking decision based on incomplete information. The CMA said it had seen examples of some sites strategically placing sold out hotels within search results to put pressure on people to book more quickly. Sites have now committed not to do this.
  • Discount claims: being clearer about discounts and only promoting deals that are actually available at that time. According to the CMA, some sites were comparing a higher weekend room rate with a weekday rate or comparing the price of a luxury suite with a standard room.
  • Hidden charges: displaying all compulsory charges such as taxes, booking or resort fees in the headline price. Sites can still break that price down, but the total amount the customer has to pay should always be shown upfront.

CMA chairman, Andrew Tyrie, said: “The CMA has taken enforcement action to bring to an end misleading sales tactics, hidden charges and other practices in the online hotel booking market. These have been wholly unacceptable.

“Six websites have already given firm undertakings not to engage in these practices. They are some of the largest hotel booking sites. The CMA will now do whatever it can to ensure that the rest of the sector meets the same standards.”

Not all of the companies named have been involved in all of the practices listed by the CMA, but all have nonetheless agreed to abide by all the principles set out in the undertakings, the CMA said.

The watchdog will now monitor compliance with the commitments made by the booking sites. All changes must be made by 1st September at the very latest, though the sites have already started making improvements.

The CMA will also write to other hotel booking sites including online travel agents, metasearch engines and hotel chains setting out clear expectations for how they should be complying with consumer protection law.

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