Study on online hotel reservation systems

Online hotel reservation systems are increasing in importance and greatly facilitate cross-border consumer activity. The Internet has enabled hotels to contract directly with a huge number of potential customers. It has also revitalised the role of agents and lead to a new type of agent, the web agent or travel gate, selling a far wider range of accommodation on behalf of a far wider range of hotels. However, while online booking has increased the range of offers available, there are also some emerging worries due to examples of unfair commercial practices and lack of transparency related to such reservations. This study, conducted by Civic Consulting, looks at both pre-contractual and contractual matters concerning online hotel reservation systems, examines relevant Community rules, identifies gaps and, where needed, discusses possible policy options.