Online travel booking scams

Estimated reading time
 5 min

Key points

• Scammers create fraudulent listings on legitimate travel platforms using stolen photos or fake reviews to deceive travellers into paying for non-existent or misrepresented accommodations.
  
  
• Look out for too-good-to-be-true offers, suspicious payment requests, poorly written listings, or communication outside of the official platform, which may signal a scam.
  
  
• Always book through trusted platforms, use secure payment methods, and verify property details to avoid falling victim to online travel booking scam.

Finding the perfect place to stay while on holiday or during a business trip is always a delight. Whether it’s a cozy cabin by the beach, a modern city apartment, or a charming countryside cottage, securing the right accommodation can make or break your trip.

However, scammers know how much we rely on these bookings, and sometimes use fake offers to target people looking for a place to stay. Each year, Australians lose thousands of dollars to these kinds of travel booking scams, often falling for the fraudulent listings or misleading advertisements. 

“Scammers can create convincing listings with fake photos and details,” says Karen Koscak from Security Influence and Behaviour. “It’s easy to assume the offer is legitimate, but always watch for red flags before making payments.”

Scammers may lure victims by advertising properties at unusually low prices or using fake websites that mirror popular accommodation platforms. They might ask for upfront payments or personal details, without any intention of delivering the promised accommodation. In some cases, victims may find themselves out of pocket and without a place to stay.

Being aware of the signs of such travel booking scams may help reduce the risk of falling victim to them, allowing you to approach your next booking with more confidence.

What is an online travel booking scam?

A travel booking scam typically involves fraudsters attempting to deceive travellers into paying for non-existent or misrepresented lodging. Scammers may create fake listings on well-known travel/booking platforms, using stolen photos, false descriptions, and fake reviews, or they may use phishing emails or fraudulent websites that closely resemble trusted booking sites.

In some cases, scammers might reach out to travellers after a booking has been made, requesting additional payments or personal information. Occasionally, they may cancel bookings and refuse to issue refunds. Their aim is often to steal money from unsuspecting travellers, leaving them without a place to stay.

How do online travel booking scams work?

Scammers use various methods to try to deceive travellers. Here are some common approaches:

1. Fake listings
   Scammers may create fraudulent accommodation listings on trusted platforms using stolen photos, false reviews, or inaccurate descriptions. In some cases, the property may not exist, or it could be a legitimate property that has been misrepresented.
   
   
2. Phishing emails
   Fraudsters sometimes send fake booking confirmations or promotional emails that appear to come from a trusted platform. These emails often contain links designed to steal personal or payment information.
   
   
3. Payment scams
   After a booking is made, scammers might ask for additional payments - such as security deposits, cleaning fees, or taxes - that are outside the legitimate platform. In some instances, they may claim there’s an issue with the payment method and request sensitive financial details.
   
   
4. Cancellation and Refund scams
   Some scammers may cancel a reservation after it has been confirmed, citing reasons such as property unavailability or damage. They may offer a refund that never materialises.
   
   
5. Double-Booking scams
   In this scam, the fraudster may initially accept a booking but later claim the property has been double-booked. After cancelling, they may suggest alternative accommodations - often at a much higher price.

What are the warning signs of online travel booking scams?

1. Too good to be true offers
   If the price seems significantly lower than similar properties in the area, it may raise some concerns.
   
   
2. Poor or generic listings
   Be mindful of poorly written descriptions, vague details, or photos that appear generic or seem to be copied from other websites. Authentic listings often offer clear, detailed information about the property and its amenities.
   
   
3. Unusual payment requests
   If a host requests payment through less conventional methods, such as bank transfers or cryptocurrency, it could be a red flag.
   
   
4. Communication outside the platform
   If a host contacts you outside of the official booking platform - whether by email, phone, or text - it might be worth questioning the legitimacy of the booking.
   
   
5. Strange or unverifiable contact information
   If the property’s contact details, such as the address or phone number, seem difficult to verify or appear untraceable, this might warrant further attention.
   
   
6. Requests for personal or financial information
   If you're asked to provide sensitive personal information, like credit card numbers or passport details, outside of secure platforms, it’s a sign to proceed with caution. Reputable hosts generally request payment information only through trusted, secure channels.
   
   
7. Too many positive reviews with no detail
   Be wary of listings that have many overly positive reviews with no specific details. Genuine reviews often include information about the property, the stay, and the host.
   
   
8. Host cancels or requests additional payments
   If a host cancels your reservation after it’s confirmed and then asks for additional payments, this could indicate a potential scam.
   
   
9. Unverifiable or missing property location
   Checking the property’s location on online maps or street view may help confirm its authenticity. If the location doesn’t seem to exist or is in an unusual spot, it may be worth looking into further.

How to try to avoid scams when using online travel booking platforms?

• Book through trusted platforms
  It can be helpful to use well-known travel websites as they often have verification processes in place and may offer fraud protection.
  
  
• Verify property details
  Checking the consistency of photos, descriptions, and reviews could provide additional confidence.
  
  
• Use secure payment methods
  Paying through methods like credit cards or platform-approved payment options might offer more protection compared to bank transfers or certain apps.
  
  
• Be cautious of unofficial communication
  If communication shifts away from the official platform or there are requests for unusual payments, it might be worth verifying the situation before proceeding.
  
  
• Check the URL
  When using a booking site, looking for “https” and a padlock symbol can help indicate a secure connection. Avoiding links from unexpected emails or texts could reduce the risk of accessing unverified sites.
  
  
• Look for detailed reviews
  Reviews that offer specifics about the property and stay can sometimes suggest authenticity. Generic or overly positive reviews might warrant additional consideration.
  
  
• Trust your instincts
  If something feels off or seems rushed, it may be worth taking time to verify the situation or consider other options.

What to do if you suspect you've been scammed when booking travel online?

• If you’ve shared financial information or transferred money, contact your bank immediately. If you’re an ANZ customer, contact us immediately to report the fraud.
  
  
• If you’ve shared credit card details, ‘block’ or cancel those cards immediately. If your cards are with ANZ, you can report the stolen card through the ANZ app or by calling us.
  
  
• Report the scam to the organisation/online booking platform being impersonated, so you can inform them of what’s happened.
  
  
• It may be useful to retain records such as correspondence, payment receipts, and screenshots of the fraudulent listing. These documents could be valuable if there’s an investigation.

Who can you contact if you’ve been scammed?

• Help others by reporting to Scamwatch or to the Australian Signals Directorate’s Australian Cyber Security Centre’s ReportCyber.
  
  
• For phishing or identity theft associated with government accounts such as Centrelink, Medicare, or Child Support, contact the Services Australia scams and identity helpdesk on 1800 941 126 or visit their website.
  
  
• You can also contact IDCare, a not-for-profit organisation providing support to those experiencing identity and cyber security concerns.
  
  
• Contact your bank immediately if you have shared personal or financial information.
  
  
• If you’re an ANZ customer, you can report fraud or suspicious activity in multiple ways, such as through the ANZ app or by calling us.