An important decision for Booking.com customers – the platform violated collective consumer interests and was fined by UOKiK. Find out how you can receive compensation.
Booking.com under the UOKiK microscope
After a two-year investigation, the Office of Competition and Consumer Protection (UOKiK) found that Booking.com misled consumers. The key problem concerned the lack of clear information on whether the person renting out accommodation was a business or a private individual. This directly affected consumer rights and the scope of protection in case of problems with a booking.
What will change?
Booking.com must introduce specific corrections – the platform has committed to clearly indicating who is responsible for providing accommodation services. This information is to be immediately visible during booking, without the need to scroll through terms and conditions or search through tabs.
Who can receive compensation?
If you made a booking on Booking.com from 1 January 2023 until the date the changes are introduced, you may receive compensation. It depends on your level in the Genius loyalty programme:
- Genius Level 1 or 2 – an automatic upgrade by one level, which allows for better discounts on future bookings.
- Genius Level 3 – a voucher worth PLN 40 to use on a trip booked through Booking.com.
The platform will provide information about the granting of funds to every customer who files a complaint in accordance with the operative part of the UOKiK decision.
How to file a complaint? A simple guide
In practice, you only need to follow a few simple steps to gain PLN 40 or a better Genius status:
Complaint instructions
- Go to the Booking Help Centre (secure.booking.com/help).
- Log in to your account.
- Select the “Send a message” option (e.g. via chat or the helpline).
- Paste the message: “I am filing a complaint about Booking’s failure to inform consumers whether the accommodation provider is a business or a private individual, and in connection with UOKiK decision no. RKR-3/2025, I expect the consumer benefit to be granted.”
- Submit the report and wait for confirmation from Booking.com.
Pro tip
It is worth including the word “UOKiK” or the decision number (RKR-3/2025) in your complaint. The portal processes reports faster when you meet this condition.
How much can you gain?
If you have Genius Level 3, you will receive PLN 40. At lower levels, an automatic upgrade and higher discounts await you – you can save up to a dozen or so percent on your next trip. The options do not require meeting any special requirements – you only need to meet the booking time condition and file a complaint!
Why is it worth doing this?
The UOKiK decision is not only a financial benefit, but also an opportunity for greater transparency in accommodation bookings. Under pressure from the office, Booking.com must now clearly inform customers who is selling a given service, and you gain both better protection and real money or discounts.
