Introduction to the Situation
Hello everyone! If you’ve used Booking.com to book accommodation after January 1, 2023, we have some important information for you. It turns out this platform has violated consumer rights, and the Office of Competition and Consumer Protection (UOKiK) has stepped in with certain obligations. What happened could bring you real benefits, like 40 PLN or bonuses in the loyalty program. Let’s start from the beginning—Booking.com hasn’t always clearly stated whether a host is a company or a private individual, causing confusion. Thanks to UOKiK’s decision, you can now stand up for your rights!
What Happened? Explanation of the Issue
The President of UOKiK has required Booking.com to clearly inform users whether a host is a business. Consumers need to know what the platform is responsible for and what falls under the hosts offering accommodations. Previously, this information was scattered, unclear, or buried in terms of use, making informed decisions difficult. As a result, many booked stays without realizing that consumer protection might not fully apply. This is a significant oversight that UOKiK has decided to address.
Statement from UOKiK President Tomasz Chróstny
Online platforms like Booking.com make finding accommodation a breeze with just a few clicks. You can compare prices, photos, and reviews, which seems perfect. But is it really? President Tomasz Chróstny, as part of monitoring the Omnibus Directive, identified issues with Booking.com’s information obligations. As he explains:
– For over two years, we’ve been checking how e-commerce platforms handle their information duties under the Omnibus Directive. It’s crucial that users know whether they’re dealing with a business or a private individual before making a purchase. As consumers, we need clear rules, especially when decisions are made in seconds.
End of Misunderstandings
UOKiK’s investigation revealed that Booking.com used practices that violated collective consumer interests. The main issue was the lack of clear information about whether a host was a business. When accommodations were offered by private individuals, the platform didn’t always clarify that the scope of legal protection changed. Additionally, the division of responsibilities between Booking.com and service providers was unclear, complicating things like filing complaints. This left many users feeling lost.
Compensation for Users
Booking.com had to respond to the allegations and agreed to make changes. The platform will introduce more transparent policies and, importantly, provide compensation to eligible users. This applies to those who booked stays between January 1, 2023, and the day new rules are implemented (changes are due within a month of the decision taking effect). If you’re in this group, you can file a complaint referencing UOKiK’s binding decision.
What Benefits Can You Gain?
- Users at the first and second levels of the loyalty program will move up one level, potentially unlocking bigger discounts.
- Users at the third level will receive 40 PLN to use on the platform.
Booking.com will notify both current and former customers about the details.
Instructions: How to File a Complaint?
- Log in to your Booking.com account.
- Scroll to the bottom of the page and click “Contact Customer Support.”
- In the “Stays” section, select “I can’t find my booking.”
- Don’t enter anything, just scroll to “Write to Customer Support.”
- Paste the following text:
- “I am filing a complaint regarding 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 provision of consumer compensation.”
After submitting, wait for a response—it may take a few days. More details are available on the UOKiK website: https://lnkd.in/d9AWX4Ys.
Not Just Booking.com
This isn’t UOKiK’s first intervention. Previous similar decisions targeted Zalando and Travelist, and many other platforms like Aliexpress, Allegro, Amazon, and Uber have also had to adapt. The goal is always the same: clarity on who’s selling the service and what rights consumers have.
Share and Take Care of Your Affairs!
Share this article with others so more people can take advantage of this opportunity. And if you’re a foreigner in Poland, remember us! We’re a legal company helping with stay legalization. Need assistance with a residence card, stay permit, or Polish citizenship? Contact us—we’ll guide you step by step. Don’t wait, sort out your status today!