Online travel booking scams: How to spot them and stay safe

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 right accommodation can be an exciting part of planning a holiday or business trip. Whether it’s a beachfront cabin, city apartment or country retreat, booking the perfect place can set the tone for your trip.

Unfortunately, scammers target Australians searching for accommodation by posting fake listings and misleading ads. Every year, travel booking scams cost Aussies thousands of dollars, often leaving victims out of pocket - and sometimes without a place to stay.

Knowing how these scams work can help you spot the red flags and book with confidence.

What is an online travel booking scam?

A travel booking scam happens when fraudsters trick travellers into paying for accommodation that doesn’t exist or isn’t as advertised. To lure people in these criminals post fake accommodation listings on popular booking platforms, using stolen photos, false descriptions and fake reviews. Others use phishing emails or fraudulent websites designed to look like trusted travel sites.

In some cases, scammers contact travellers after a booking is made, asking for extra payments or personal information. They may also cancel bookings and refuse to provide a refund. Their goal is to steal money, leaving travellers out-of-pocket and without accommodation when they need it most.

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?

• Report the scam to the Australian Signals Directorate’s ReportCyber portal. This resource is there for reports of scams where money or personal information has been lost.
  
  
• Help others by reporting to Scamwatch to help them prevent future losses, monitor trends and educate the population about emerging threats.
  
  
• 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.