Booking.com blames the rise in cases of fraud on AI. Credit: Flickr: Ivan Radic
Reports of fraud on Booking.com in the Netherlands more than tripled last year, in 34 cases money was stolen.
The Dutch anti-fraud hotline Fraud Helpdesk received 101 reports about the travel accommodation site during 2024, the average financial loss was €854 per person. This is up from 30 reports in 2023, when there were 13 cases of financial loss recorded with each customer losing an average of €484. Reports of fraud to the hotline are voluntary, so instances of it are likely to be higher than those recorded.
A spokesperson for the Fraud Helpdesk said: “There are multiple variants in which the Booking.com name is misused. Think of fake emails or fake advertisements no the Booking.com website, for example.” The majority of reports described travellers who made reservations then receiving fake messages from the site requesting verification of payment details or personal data.
Artificial intelligence behind fraud increase, says Booking.com
Booking.com ascribes this leap in cases of fraud to artificial intelligence (AI) becoming a more sophisticated and commonly used technology. The travel site’s internet safety head told the BBC last June that scams using AI had caused “anywhere from a 500 to a 900% increase” over an 18 month period.
Scammers deploy the technology to convincingly mimic company emails. They are reported to often target customers on Booking.com or Airbnb as these sites allow individuals to list their own properties to book. After receiving payment scammers usually stop responding to any attempts at further contact, though incidents of some trying to trick customers for further payments with follow-up emails are known to occur.
How to look out for online booking scams
“If a new property on our platform appears to be requesting to confirm a reservation or make a payment outside of Booking.com, we strongly advise customers not to provide any personal information,” said a spokesperson for the Dutch division of Booking.com. “In these situations, customers should immediately contact our customer service team, who are available 24/7 to provide further support and take appropriate action.”
The site does not provide immediate refunds to customers reporting fraud until an investigation has been carried out. Customers are advised to look out for spelling and grammatical errors in emails, which are often an indication of fraud. Victims of scams should also inform their bank in order to attempt to reverse unauthorised payments, a procedure which can take some time.
