Austrian Hotel Association files EU complaint against Booking.com

The Austrian Hotel Association (ÖHV) has filed an official complaint with the European Commission against Booking.com, alleging violations of the Digital Markets Act (DMA). Since being designated as a ‘gatekeeper’ in May 2024, Booking.com is required to maintain fair, transparent, and non-discriminatory practices toward commercial users.

The ÖHV is seeking a formal non-compliance decision and mandatory adjustments to the platform's terms of service. The association highlights Booking.com's significant market dominance; in Austria, Booking Holdings accounts for 73.9% of all hotel bookings made via online intermediaries, compared to a European average of 68.8%.

Specific grievances include: - Unauthorized price reductions and discounts made without hotel consent. - Manipulation of search visibility in exchange for higher commission payments. - Lack of transparency regarding payment processing fees. - Arbitrary cancellations and unilateral account suspensions without prior warning.

ÖHV Secretary General Markus Gratzer stated that when a corporation controls three out of four platform bookings, its terms of service become a ‘dictate’ rather than a negotiation. The association is calling for increased transparency in rankings and fees, as well as stricter rules regarding the blocking of hotel accounts.