Weak security, fake Listings, and slow refunds – why travelers are losing money and trust
Mar 11, 2025
It takes less than 15 minutes to list a holiday home on Booking.com, with little to no identity verification required. Unlike platforms like Expedia’s Vrbo or Airbnb, which ask for documents like a driving license or passport, Booking.com prioritizes speed and convenience for property owners. This approach has contributed to its massive global presence, processing over a billion bookings annually. However, it has also made the platform highly vulnerable to fraud, allowing scammers to create fake listings and exploit users.
Key takeaways
- Lack of identity verification for hosts: No requirement to prove ownership or identity before listing properties. Unlike competitors, Booking.com does not mandate official identification checks;
- Widespread scam listings: Hundreds of users reported paying for accommodations that didn’t exist. Investigations found numerous fraudulent listings with long histories of scam-related reviews. Booking.com only removed listings when journalists intervened;
- Slow and ineffective customer support: Victims often struggled to get refunds. Booking.com shifted blame to property owners and delayed reimbursements. Refunds were often issued only after media inquiries;
- Manipulated review system: Booking.com highlights “most relevant” reviews, often showing positive ones first. Scam warnings from recent reviewers were buried in the “most recent” tab. Following criticism, Booking.com agreed to prioritize newer reviews;
- Security vulnerabilities: Scammers exploited Booking.com’s messaging system to trick users into fraudulent payments. Hotels and hosts were hacked, leading to convincing scam emails sent directly from Booking.com accounts.Two-factor authentication (2FA) was introduced but remains flawed.
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