AUTHORITIES in the UK have secured a formal commitment from major online hotel booking sites to change their ways, after concerns were raised about misleading discount claims.
Booking.com, Expedia, Agoda and Hotels.com are among OTAs that have voluntarily agreed to a range of measures, including making it clearer how hotels are ranked after a customer has entered search requirements – and in particular highlighting when results are impacted by commissions paid to the site.
The OTAs have also agreed to stop 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 Competition and Markets Authority said it saw examples of sites strategically placing sold out hotels within search results to put pressure on people to book more quickly and noted sites have now committed not to do this.
Sites will also now display all compulsory charges such as taxes, booking or resort fees in the headline price, while discount claims must compare “like for like” offers, rather than weekday versus weekend rates or between different room types.
All changes must now be implemented by 01 Sep.
MEANWHILE, airline OTAs in Britain are also under the microscope after a consumer investigation accused some of boosting their bottom lines by adding additional fees to ancillary items such as seat selection and baggage charges.
In one example, OTA Opodo was found to be doubling airline baggage fees, while others have been charging extra for customers wanting priority after-sales service, such as a fee of 19.90 for an answer within eight hours.
Source: traveldaily