This article is from the source 'bbc' and was first published or seen on . It last changed over 40 days ago and won't be checked again for changes.

You can find the current article at its original source at http://www.bbc.co.uk/news/business-41769488

The article has changed 9 times. There is an RSS feed of changes available.

Version 0 Version 1
Hotel booking sites probed by consumer watchdog Hotel booking sites probed by consumer watchdog
(about 1 hour later)
The UK's competition watchdog will investigate hotel booking sites to see if consumers are being misled by them. Hotel booking sites are to be probed by the UK's competition watchdog to see if consumers are being misled by them.
The Competition and Markets Authority (CMA) said it was "concerned about the clarity, accuracy and presentation of information on sites".The Competition and Markets Authority (CMA) said it was "concerned about the clarity, accuracy and presentation of information on sites".
The investigation will examine areas such as hidden charges, search results, and discount claims.The investigation will examine areas such as hidden charges, search results, and discount claims.
The CMA has written to companies across the whole sector. Leading booking sites include Expedia and Trivago. The CMA has written to companies across the whole sector. Leading booking sites include Expedia and Booking.com.
Evidence is being sought from websites, hotels and consumers, the CMA said. The watchdog says 70% of people who shopped around for hotels use such sites.
CMA chief executive Andrea Coscelli said: "Around 70% of people who shopped around for hotels last year used these sites and they should all be confident they have chosen the best accommodation for their needs and are getting a good deal." It is seeking evidence from both the websites and hotels, and would also like consumers to get in touch with it and share their experiences.
Such sites can save time and money, but information must be clear and accurate, she said. It will look into how search results are ranked, and whether this is linked to the commission that hotels pay sites.
"But we are concerned that this is not happening and that the information on sites may in fact be making it difficult for people to make the right choice. The CMA also wants more information on whether extra charges, such as taxes and booking fees, are clearly displayed.
"That's why we have started our investigation into this sector - to get to the bottom of these issues, see whether sites are breaking consumer law and make sure they help, not hinder, people searching for their next hotel room," Ms Coscelli said.
Current account switching at new low
Online gambling 'shouldn't be a con'
'Use more than one price comparison site'
The CMA will look into how search results are ranked, and whether this is linked to the commission hotels pay sites.
The regulator also wants more information on whether extra charges, such as taxes and booking fees, are clearly displayed.
Another area being looked at is the way sites display how many rooms are left or how many people are viewing a particular hotel.Another area being looked at is the way sites display how many rooms are left or how many people are viewing a particular hotel.
The CMA is concerned this is used for "pressure selling", creating a "false impression of room availability or rush customers into making a booking decision".The CMA is concerned this is used for "pressure selling", creating a "false impression of room availability or rush customers into making a booking decision".
'Commercial considerations'
Nisha Arora, a senior director at the CMA, told the BBC's Today programme: "We are concerned about the clarity and accuracy of these sites. Rather than helping consumers they may actually be making it more difficult for them."
She explained that the suggestions offered by such sites were not ranked solely on the preferences entered by the user.
"When you put in your criteria - which room you want, when you want to stay - they are listed in a certain order. This is not just influenced by consumer preference but by commission - commercial considerations - and consumers might not be aware of this."
Of specific interest to the CMA are the messages that claim to state the last time at which a similar room was booked, and the message that claims a number of others are looking at the same hotel.
Ms Arora said the CMA wanted to hear how the sites gathered the information for these claims.
The investigation into hotel websites follows a year-long CMA probe into price comparison sites.The investigation into hotel websites follows a year-long CMA probe into price comparison sites.
In that investigation, the regulator found that consumers needed to hunt for deals as they do on the High Street when using switching websites for energy, holidays or insurance.In that investigation, the regulator found that consumers needed to hunt for deals as they do on the High Street when using switching websites for energy, holidays or insurance.
The CMA concluded that price comparison websites worked best for car insurance and worst for broadband.The CMA concluded that price comparison websites worked best for car insurance and worst for broadband.