Booking Holdings Group’s Online Hotel Booking Consumer Protection Investigation


Slaughter and May advised the Booking Holdings group on the deal.

The consumer investigation was a high-profile investigation for the CMA, as it led the way in Europe by being the first authority to agree a set of detailed rules governing the presentation of information on accommodation search and booking sites under EU consumer protection legislation. The CMA launched its investigation in June 2017, and the investigation was resolved by way of voluntary commitments in February 2019. The Booking Holdings group brands co-operated with the CMA investigation and, although there was no finding of infringement, Booking.com and Agoda voluntarily agreed to make changes to their website (including explaining how hotels are ranked in the search results, ensuring the impression given as to a hotel’s availability or popularity is not misleading and clarifying the basis on which discounts are offered). The matter involved significant intermediation by Slaughter and May between Booking.com and the CMA to develop workable and practical solutions.

Booking.com subsequently proceeded to roll these changes out on its website across the EU, with voluntary commitments agreed with the EU’s Consumer Protection Cooperation (CPC) Network in December 2019.

Slaughter and May’s team included Philippe Chappatte (Picture), Partner, Shweta Vasani, Associate and Katie Hudson, Associate.

Involved fees earner: Philippe Chappatte – Slaughter and May; Katie Hudson – Slaughter and May; Shweta Vasani – Slaughter and May;

Law Firms: Slaughter and May;

Clients: Booking Holdings Inc;