NSW Fair Trading has received hundreds of complaints against Booking.com, marking the latest battle between Australian consumer protection regulators and global tech platforms.
According to the ABC, the complaints range from unexpected charges and hidden fees to difficulties obtaining refunds for cancelled bookings. Some consumers reported being charged for accommodations they never stayed at, while others said the platform failed to honour advertised rates.
The complaints follow a familiar pattern: a global tech platform with limited Australian customer service infrastructure leaves consumers struggling to resolve disputes. "Tried to get a refund for three weeks, endless runaround," one Reddit commenter wrote. "These platforms know most people will just give up."
NSW Fair Trading is investigating whether Booking.com has breached Australian Consumer Law, particularly provisions around misleading conduct and unfair contract terms. The agency has powers to issue fines up to $10 million for serious violations.
This isn't the first time Australian regulators have taken on booking platforms. The Australian Competition and Consumer Commission (ACCC) has been increasingly aggressive in pursuing global tech companies that don't meet local consumer protection standards. Previous targets have included Google, Facebook, and various accommodation booking services.
The timing is notable - Australia is currently debating broader digital platform regulation that would give the ACCC even more enforcement powers. Booking.com's consumer protection problems could become a case study in why stronger regulation is needed.
For now, NSW Fair Trading recommends consumers document all communications with Booking.com, screenshot advertised prices before booking, and lodge formal complaints with the agency if disputes can't be resolved directly.
