The President of the Polish competition authority, Tomasz Chróstny, has required Booking.com to properly inform users about whether the accommodation providers are businesses. This decision aims to clarify the responsibilities of the online platform versus those of the accommodation providers, ensuring consumers understand their rights before making bookings.

Following an investigation into the implementation of the Omnibus Directive, the authority found that Booking.com was not adequately disclosing whether the rental providers were businesses. This lack of clear information could lead consumers to enter agreements without realizing they might not have the protections afforded by consumer law. The division of responsibilities between Booking.com and service providers was also found to be unclear, particularly affecting consumers when it came to making complaints.

As a result of these findings, Booking.com has committed to rectifying these violations and their consequences. The company will implement changes to enhance platform transparency and will provide compensation to affected consumers who made reservations between January 1, 2023, and the date of the changes. These changes are expected to be enacted within a month of the decision becoming final.

Consumers who made bookings during this period can file complaints referencing the authority's decision. Compensation will vary based on the consumer's loyalty program level, with lower-tier members receiving upgrades and higher-tier members receiving monetary compensation. The company will inform both current and former customers about the compensation process.

This case is part of a broader initiative by the Polish competition authority to enforce informational obligations in e-commerce following the Omnibus Directive. Previous similar decisions have involved other companies like Zalando and Travelist, prompting various businesses to modify their practices to ensure clarity regarding service sales and consumer rights.