Hotel booking sites probed by consumer watchdog

Montage of travel sites

Hotel booking sites are to be probed by the UK’s competition watchdog to see if consumers are being misled by them.

The Competition and Markets Authority is concerned that rather than helping consumers, the sites might actually be making it more difficult for them.

The CMA said it was “concerned about the clarity, accuracy and presentation of information on sites”.

The investigation will examine areas such as hidden charges, search results, and discount claims.

Leading booking sites include Expedia and Booking.com.

Booking.com said it will not be commenting at this time.

Ranking influence

The watchdog says 70% of people who shop around for accommodation use hotel booking sites.

Nisha Arora, a senior director at the CMA, told the BBC’s Today programme: “We are concerned about the clarity and accuracy of these sites. Rather than helping consumers they may actually be making it more difficult for them.”

She explained that the suggestions offered by such sites were not ranked solely on the preferences entered by the user.

“When you put in your criteria – which room you want, when you want to stay – they are listed in a certain order. This is not just influenced by consumer preference but by commission – commercial considerations – and consumers might not be aware of this.”

Commission omission

Simon Calder, travel editor of The Independent, highlighted the less-than-obvious commission rates: “Not every traveller is fully aware of the commission levels that many of these hotel booking websites apply. The starting rate is 15%, which means that £15 out of every £100 stay is being taken by the intermediary.

“Hotels sometimes pay even more commission for increased visibility – ie giving the booking site even more in return for a higher profile on search returns.”

He says he tends to contact the hotel direct, to see if they will match the online rate and “perhaps provide a bonus such as a welcome drink or a free breakfast into the bargain”.

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AFP

The CMA has written to companies across the whole sector. It is seeking evidence from both the websites and hotels, and would also like consumers to get in touch with it and share their experiences.

It will look into how search results are ranked, and it also wants more information on whether extra charges, such as taxes and booking fees, are clearly displayed.

Another area being looked at is the way sites display how many rooms are left, how many people are viewing a particular hotel and messages that claim to state the last time at which a similar room was booked.

Ms Arora said the CMA wanted to hear how the sites gathered the information for these claims.

The CMA is concerned this is used for “pressure selling”, creating a “false impression of room availability or rush customers into making a booking decision”.

The investigation into hotel websites follows a year-long CMA probe into price comparison sites.

The CMA concluded that price comparison websites worked best for car insurance and worst for broadband.

Article source: http://www.bbc.co.uk/news/business-41769488

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