A new study conducted by the American Hotel & Lodging Association (AH&LA) has revealed that one in three people are worried about online booking scams. AH&LA estimates that roughly 15 million hotel bookings per year have been affected by deceptive rogue booking sites, amounting in more than $1.3 billion lost to bad bookings per year.
“These findings clearly show that online hotel booking scams have eroded consumer confidence among third-party vendors,” said Katherine Lugar, president and CEO of AH&LA. “Consumers deserve transparency in knowing who they are booking with. That is why we have been actively working with state and national government agencies, including the FTC, as well as consumer advocacy groups, to ensure that consumers are protected and can feel comfortable in the booking process. It’s always safest to book directly with the hotel.”
Such scams can impact bookings in different ways. In the study, 32 percent of respondents say they were given a room different than expected; 17 percent say they were charged with unexpected or hidden fees; 15 percent did not get reward points; 14 percent could not get a refund for a cancellation; nine percent had reservations lost or cancelled; and three percent had personal information stolen.
The majority of those who have booked with a hotel online say they prefer dealing directly with the hotel.
To learn more about the study, click here.
