No room for bad practices – an investigation into hotel booking sites

The Competition and Markets Authority (CMA) has recently investigated the way online booking sites rank and display rooms, after concerns over the influence of commission, misleading information around availability and discounts and unexpected charges. A selection of sites must review their practices and either provide legally-binding promise to change, or argue that their operations do not break the law.

Bad practices such as pressure selling and unclear prices have a large impact on customers, with around 70% of people using booking sites to find accommodation. The CMA has reassured the public that such practices will be closely and actively monitored. The focus on this issue serves as a reminder to companies to review their practices and ensure compliance with the law at all times. The aim of the investigation is to improve clarity and trustworthiness within the industry. If companies can demonstrate clear, honest and reliable practices, they can improve the public trust and encourage continued use of booking sites.