New Account Fraud and Property-Listing Takeover on Booking.com
Criminals use stolen identity data to create new fraudulent Booking.com property listings or take over existing host accounts, collecting advance payments from genuine travellers for accommodation that does not exist or is not under the criminal's control.
Part of: New Account Takeover
Last reviewed: 8 June 2026
Booking.com's property-listing ecosystem spans millions of accommodation options from large hotel chains to individual homeowners, and the trust signal of a Booking.com listing is powerful. Criminals exploit that trust by creating new fraudulent property listings using stolen identity documents, or by taking over legitimate host accounts through credential stuffing or phishing.
Travellers who book through these fraudulent listings pay Booking.com's payment system or, in some cases, are redirected off-platform to pay directly. When they arrive at their destination, the property either does not exist, belongs to someone else, or is unavailable because the real owner has no knowledge of the booking.
The reputational damage extends to Booking.com itself, which is the trusted intermediary, and to the legitimate property owner whose identity was stolen or whose account was hijacked.
How this scam works on the Booking.com brand
In new-account fraud, a criminal submits a property listing using a stolen identity, stock photos scraped from legitimate listings on other platforms, and an address that either belongs to an unwitting real property or is slightly fictitious. Booking.com's onboarding process relies on document verification that sophisticated fraudsters can defeat with forged documents.
In account-takeover fraud, the attacker uses stuffed credentials to log in to a legitimate host account with genuine positive reviews. They change the payout bank account, update room rates to unusually low prices to attract volume quickly, and redirect communication so the real host does not receive guest messages or booking alerts.
In both cases, travellers make genuine payments for bookings that will not be honoured. When they contact Booking.com, they receive a refund, but the criminal has already withdrawn the funds or the booking never actually processed to the real property.
Common red flags
- A property listing has stock-photo-quality images that appear identically elsewhere online via a reverse image search
- The host asks you to communicate or pay outside the Booking.com platform, citing a technical issue
- The property's address returns no results or the Google Street View does not match the listing photos
- The host responds unusually quickly at all hours and pushes for confirmation and payment urgently
- The price is significantly below comparable properties in the area, particularly during peak dates
- Your booking confirmation lacks the standard Booking.com reference number format or contact details differ from Booking.com's real support
How to protect yourself
- Always pay through Booking.com's own payment system and never transfer money directly to a host
- Reverse image-search property photos before booking to check they are not used on multiple platforms under different names
- Contact the property directly through a phone number found independently (not from the listing) to confirm the booking exists in their system
- Enable two-factor authentication on your Booking.com account under Account Security settings
- Use a unique, strong password for your Booking.com account; reused passwords are vulnerable to credential stuffing
- Review your Booking.com account's upcoming reservations and payment methods regularly
How to report it
- Report fraudulent listings to Booking.com via the property page's Report button or the Booking.com Help Centre
- File a complaint with the FTC at reportfraud.ftc.gov
- Report to your national consumer protection body — Citizens Advice in the UK, or the ACCC in Australia
- Contact your bank or credit card company to dispute the charge if payment was made and the property was unavailable
Frequently asked questions
Will Booking.com refund me if a property I booked turns out to be fraudulent?
Booking.com has a customer guarantee for bookings paid through its platform. Contact Booking.com customer service immediately if you arrive at a property and find it unavailable or fraudulent — they can arrange alternative accommodation and refunds.
What is the safest way to pay on Booking.com?
Pay through Booking.com's secure payment system rather than directly to the host. If a host insists on a wire transfer, bank transfer, or crypto payment outside the platform, that is a strong warning sign.
How can I tell if a legitimate host's account has been taken over?
Signs include unusual last-minute price drops, communication that seems scripted or requests to move off-platform, and payment requests outside Booking.com's system. Compare the communication style to previous stays at the same property if you are a returning guest.