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Image Credit HOTREC
Booking.com, a major online travel agency, has not complied with the Digital Markets Act (DMA) despite being legally bound to do so. The company has been criticized for not effectively communicating the necessary changes to business users by the deadline, according to HOTREC, a European umbrella association for hotels, restaurants, and cafes.
HOTREC believes that Booking.com’s compliance report fails to address several obligations identified under the DMA. Despite acknowledging changes in parity clauses that could allow hoteliers to offer better prices on various distribution channels, such as their websites, HOTREC insists on a thorough assessment of these proposed changes.
Several other changes introduced by Booking.com have been labeled as superficial or unaddressed altogether. A point of contention is the forced use of Booking.com’s pre-payment option for hotels, with no alternative given to consumers. Furthermore, the company has been criticized for failing to make significant changes to its website interface and address issues regarding ranking.
There is a lack of transparency surrounding Booking.com’s algorithms, which continues to be a prevailing issue. Marie Audren, HOTREC Director General, stated that simply changing parts of the terms and conditions will not fulfill the objectives of the DMA and emphasized the need for complete compliance.
European customers and travelers rely on affordability, transparency, and choice for their hospitality experiences. European hotels, primarily small and medium-sized enterprises, are counting on the DMA to rectify Booking.com’s unfair business practices. HOTREC urges the European Commission to initiate a non-compliance investigation against Booking.com immediately.
Based on HOTREC’s 2024 European Distribution Study, Booking.com dominates the online travel agency market with a share of over 70%.
