Important decision for Booking.com customers – the platform violated collective consumer interests and was punished by the UOKiK. See how you can get compensation.
Booking.com under the eye of UOKiK
After two years of investigation, the Office for Competition and Consumer Protection found Booking.com misleading consumers. The key problem was the lack of clear information about whether the tenant of the accommodation was an entrepreneur or a private person. This had a direct impact on consumer rights and the scope of protection in case of reservation problems.
What will change?
Booking.com needs to make specific adjustments – the platform has committed to clearly identifying who is responsible for the provision of accommodation services. This information is to be immediately visible during the booking, without the need to scroll through the rules or search in the bookmarks.
Who can get compensation?
If you made a reservation at Booking.com from 1 January 2023 until the day of the changes, you can receive compensation. It depends on the level in the Genius loyalty program:
- Level 1 or 2 Genius – automatic promotion by one degree, which allows for more favourable discounts on future bookings.
- Level 3 Genius – value voucher PLN 40 to use for travel at Booking.com.
The platform will provide information on the allocation of funds to any client who submits a complaint in accordance with the sentiment of the UOKiK decision.
How to file a complaint? Simple Guide
In practice, it is enough to take a few simple steps to gain PLN 40 or better status Genius:
Complaint instruction
- Go to the Booking Help Center (secure.booking.com/help).
- Sign in to your account.
- Select "Send Message" (e.g. via chat or hotline).
- Paste message:‘I make a complaint about Booking not informing consumers about whether the accommodation provider is an entrepreneur or a private person, and in connection with the decision of UOKiK No RKR-3/2025 I expect to grant a consumer delivery.'
- Send a request and wait for confirmation from Booking.com.
Pro tip
In the content of the complaint, use the word "UOKiK" or specify the decision number (RKR-3/2025). The portal examines applications faster when you meet this condition.
How much can you get?
If you have Genius 3, you'll get $40. At lower levels, you can save up to a dozen percent on your next trip. Options do not require specific requirements – just meet the reservation time condition and submit a complaint!
Why is that worth doing?
The decision of the UOKiK is not only a financial advantage, but also a chance of greater transparency in booking accommodation. Booking.com under pressure from the office must now clearly inform customers about who sells the service and you gain and better protection, and real money or discounts.
