THE HAGUE: A Dutch consumer watchdog said on July 8 that more than 200,000 people had signed up for a potential class-action suit against Booking.com, accusing the travel platform of inflating hotel prices and employing misleading online tactics.
The Amsterdam-based firm, which compares hotel and flight prices for bargain-seeking holidaymakers, said it "fundamentally" rejected the claims, calling them "very, very strange."
The Dutch Consumers' Association (Consumentenbond) is targeting Booking.com practices dating back to 2013, which they allege distorted competition and drove up hotel prices across multiple booking platforms.
Babs van der Staak, a Consumentenbond spokeswoman, told AFP that a preliminary estimate suggested "approximately €1bil (RM4.97bil) in damages for consumers."
The complaint focuses on so-called "dark patterns" – such as fake discounts or "only one room left" alerts that pressure users into booking.
The groups argue these affected not only Booking.com's own listings but also hiked prices across rival sites and hotel websites.
"This case is fundamentally about fairness," said Van der Staak.
The collective action aims to "ensure that Booking.com ceases its unlawful acts and compensates the consumers for harm that has already been caused."
Booking.com said no formal legal papers had yet been served, but pledged to fight any legal action because "it's not who we are. It's not what we've ever done".
"From day one, all we've ever tried to do is get the best prices for consumers," said the spokesperson, who asked not to be named.
Van der Staak said consumer groups had invited Booking.com for settlement talks and would take things "one step at a time" before deciding whether to file a formal court case.
She declined to provide a timeline or jurisdiction, but said anyone residing in the Netherlands who booked a hotel online since January 2013 – including while travelling abroad – is eligible to register.
Competition authorities in Germany, Spain, and Sweden have also found the platform breached fair market rules. – AFP
