Watchdog set up Downing Street listing on Booking.com to expose security gaps

Dr Rasha Kassem, senior academic and leader of the Fraud Research Group at Aston University, says fraud prevention is now vital after a consumer watchdog uncovered “systemic security failures” on Booking.com.

She said: “The Which? investigation into Booking.com should be a wake-up call for the wider hospitality industry.

“Fraud should no longer be regarded simply as a financial problem; it is increasingly a serious reputational risk for the entire sector.

“Hospitality is fundamentally built on trust. Customers need confidence that the property they are booking exists, that reviews are genuine, that payment requests are legitimate and that communications they receive can be trusted. When those safeguards fail, the consequences extend far beyond the individual consumer who may lose money.

“Legitimate hotels, guesthouses, holiday rentals and other hospitality businesses can spend years building their reputations. Yet fraudulent listings, fake reviews, cyber fraud, and other forms of fraud can undermine that confidence remarkably quickly.

“Consumers who have been defrauded may associate their experience not simply with the criminal responsible, but with the business, booking platform and potentially the wider hospitality industry.

“The Booking.com case demonstrates why every organisation involved in the customer journey needs to pay greater attention to fraud prevention. Major platforms have a particular responsibility because their brands provide credibility to the properties, reviews and communications appearing on their systems.

“However, hospitality operators themselves also need to consider how their brands and identities could be exploited by fraudsters.

“The industry therefore needs more robust anti-fraud internal control system including stronger verification, secure communications and payments, better monitoring, staff awareness and faster responses when fraud occurs.

“Trust is one of hospitality’s most valuable assets. Protecting it means recognising that the cost of fraud cannot be measured solely by the money stolen from consumers. The potentially lasting damage to the reputation of legitimate hospitality businesses must also be taken seriously.

“Also, it is crucial that businesses, regardless of industry, recognise that fraud is not just a compliance issue. Investing in fraud prevention is integral for protecting their organisations, people, customers, and reputation.”