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Unfortunately, there is a new scam scheme on Booking.com, and we want to make you aware of it, so that you don't lose any money unnecessarily. This is how it works:
You have an existing booking with Booking.com. Usually the scam will happen if your check-in is imminent, but there have been reports of the scam happening just after check-in and also weeks before you're due to arrive.
You receive an email from the hotel (via [email protected]).
It says that your payment didn't work or for some similar reason, your booking is going to be cancelled unless you re-enter your payment details via the link in the email
Sometimes guests will get a push notification alerting them of the email via the Booking.com app.
Pressure is also often applied with the help of a time limit (usually 12 hours).
DO NOT CLICK THE LINK. If you do, you will end up on a fake booking website, and once you have entered your payment details, money will be taken from your account.
How can fraudsters impersonate hoteliers?
It is suspected that fraudsters have used phishing attacks to capture hotel's access data so that they can log in via the hotel's access and send messages using the Booking.com credentials. However, no one is 100% sure yet.
How can you protect yourself?
Do not click on alleged payment links in emails from hotels.
If there are payment issues, Booking.com will instead ask you to access your booking directly via the website or app and check or change the payment method there.
In any case, it's always safest for you to access your booking/reservation within the app, as you are guaranteed not to fall for fake websites. After opening the app, click on the suitcase at the bottom and call up or email the hotel you've reserved using the number/email address on the reservation confirmation.
If something seems strange, call the hotel directly and ask.
If you have fallen for such a scam, call your bank and block/cancel your credit card (or if it's too late, talk to the fraud team for a refund), report it to the police, and contact Booking.com.
Booking.com is still a very secure booking portal, and any other website or booking platform could have the same type of scams. Stay vigilant.
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