Nowadays, booking accommodation online is very common and simple. In addition, it offers a number of advantages, including the convenience of making a reservation from any device we have at home, which saves time and money. However, not all websites offer the same professionalism and protection. Therefore, it is important that you take into account this series of recommendations with which you can book online in a safer and more responsible way.
Identity of the seller
It is recommended to check the contact details of the online store to verify if it really exists.
Web design
Before making an online reservation, the general design of the website should be evaluated. Be wary if it contains spelling mistakes, grammatical errors or poor quality images.
Consumer Rights
It is important to look for information regarding consumer rights and where and how to complain. They are usually published in the "Terms and Conditions" section. Remember that online stores are obliged to provide this information clearly.
Marketplace Platforms
Reservation, payment and communication should be made through the platform. Be careful in case you receive e-mails outside the system offering another method of payment, for example, a transfer to an account abroad.
In general, marketplace platforms such as Booking are not responsible for the information provided by the companies offering accommodation, so the platforms are not responsible for any damage that may be caused by the hotel or establishment to the consumer.
In case of detecting any problem upon arrival at the accommodation, Booking recommends notifying the platform at that time before making use of the services or facilities, in order to try to solve it. Normally, it is easier to make a claim if you book directly with the establishment rather than through a platform.
When should the platforms be held responsible?
- When they are aware that a company is providing an illegal activity on the platform and do not take the necessary measures to prevent it.
- For the inadequate provision of a service offered by the platform. For example, an error in the payment made through the platform's payment system.
- Any other liability that is reflected in its terms and conditions.
Collaborative consumption platforms
Some platforms such as Airbnb offer a collaborative consumption model (between private individuals) that is widely used, for example, in tourist accommodation. In these cases, the platforms are also not responsible for the information published by individuals, but they must clearly and sufficiently inform whether the service is offered by an individual or a company. This information is extremely important because if the seller is a private individual, the buyer loses the status of consumer and therefore also loses many of the rights that he/she would have if buying from a professional.
Secure means of payment
It is important to check that the website uses a secure payment system (a padlock or key should appear in the browser's web address bar and the URL should begin with "https://"). It is recommended to pay preferably by credit card in order to be able to recover the money in case of fraud or with a top-up card exclusively for online payments. Direct transfers (Western Union, Worldremit, Worldplay or Moneycorp), payments via free or open Wi-Fi networks should also be avoided.
Secure devices
It is important to ensure that the device's operating system and security applications are up to date, to use non-deductible alphanumeric security keys and to log off at the end of the booking.
These are labels awarded by an independent company to a shop that meets certain quality and safety standards. On the website of the trustmark you can check whether the shop really has this distinction.
Yes. Consumers and users have the same rights whether they buy or contract services from businesses via an online platform or from a traditional agency, even when the sellers are established outside the EU as long as their business is directed at European markets.
No. When consumers and users use a collaborative consumption model (buying and selling between individuals), the buyer loses his or her consumer status and, therefore, consumer legislation does not apply, losing the protection and many of the rights that he or she would have if buying in a shop. For example:
- No right to complain out of court. In the event of a dispute between private individuals, you will not be able to make an amicable claim using the services of the European Consumer Centres network, the Alternative Dispute Resolution (ADR) bodies, or the Consumer Organisations, such as the OMICs (Municipal Consumer Information Offices). In these cases, it will be necessary to resort to the courts, such as the European small claims procedure.
- No special protection. The consumer will be bound by a private contract in which the parties negotiate the particular conditions of the purchase, the price or the method of payment, undertaking to comply with the obligations agreed bilaterally.