Booking.com is facing a class-action lawsuit from more than 10,000 European hotels arguing that the accommodation mega-site used its muscle to distort the market to their detriment over a 20-year period.

The Association of Hotels, Restaurants and Cafes in Europe (Hotrec), which represents the industry within the EU and is bringing the legal action, recently extended to 29 August a deadline for hotel owners to join the suit because of high demand.

The lawsuit, expected to be one of the largest ever filed in the European hospitality sector, is also backed by 30 national hotel associations, including Britain’s.

“Over 10,000 hotels have already joined the pan-European initiative to claim compensation for financial losses caused by Booking.com’s use of illegal ‘best price’ (parity) clauses,” Hotrec said in a statement.

It alleges that the “best price” pledge on Booking.com was extracted from hotels under huge pressure not to offer rooms at lower prices on other platforms, including their own websites.

The hotel industry says that the Netherlands-based platform also used the clauses to prevent customers making what it called “free-rider” bookings, which it defined as using its services to find a hotel but then booking directly with the management, cutting out Booking.com.

“Registration [to the legal action] continues to grow steadily, and the response so far demonstrates the hospitality industry’s strong desire to stand up against unfair practices in the digital marketplace,” Hotrec said.

The litigation, which experts say will be an uphill battle, seeks damages for the period from 2004 to 2024, when Booking.com did away with the best price clause to comply with the EU Digital Markets Act.

Hotrec said the class action, to be heard in Amsterdam, follows a European court of justice (ECJ) ruling from 2024, “which found that Booking.com’s parity clauses violated EU competition law”.

“European hoteliers have long suffered from unfair conditions and excessive costs. Now is the time to stand together and demand redress,” said Hotrec’s president, Alexandros Vassilikos, calling out “abusive practices in the digital market” in Europe.

Booking.com called Hotrec and other hotel associations’ statements “incorrect and misleading” in an emailed statement, adding that it had not received “formal notification of a class action”.

It said that the ECJ ruling did not find that Booking.com’s “best price” clauses were anti-competitive but “simply stated that such clauses fall within the scope of EU competition law and that their effects must be assessed on a case-by-case basis”.

The company referred to a statement about its “commitment to fair competition”, in which it argued that “past parity clauses served to foster competitive pricing rather than restrict it”.

It cited a poll in which 74% of hoteliers said Booking.com made their business more profitable, with many reporting higher occupancy rates and lower customer acquisition costs. However, other industry representatives criticised the company’s practices as extractive.

“As they gained control of the market, Booking was able to increase its commission rates and exert much greater pressure on hoteliers’ margins,” Véronique Siegel, president of the hotels division of French hospitality sector association Umih, told public broadcaster France Inter.

“For a room that the customer pays €100 (£87) for, if you take away Booking’s commission, the hotelier receives €75 at best, with which they have to pay their employees and invest.”

Despite the friction, Booking.com appears unavoidable for many hotels, offering an online reach and visibility hard to achieve for smaller, independent establishments.

A study by Hotrec and the University of Applied Sciences and Arts Western Switzerland found that Booking Holding, the website’s parent company, controlled 71% of the European market in 2024, compared with 68.4% in 2019.

The corporation is valued at $170bn (£127bn), three times that of Volkswagen.

Rupprecht Podszun, director of the institute for competition law at Düsseldorf’s Heinrich Heine University, said Booking.com was a classic example of how a digital platform could conquer an entire sector, creating a “winner takes all” dynamic.

He said the legal action would probably be protracted and turn on the thorny question of how damages could be measured.

“Judges will have to form an opinion and then it will go through all the appeals – everything at great expense and with all the tricks available under the law,” he told Germany’s daily Süddeutsche Zeitung.

“The case is a revolt of the hotels, saying: ‘You can’t just do what you want with us.’”

All of us here at THP extend our warmest congratulations to IHG Hotels & Resorts on a remarkable milestone: surpassing one million open rooms worldwide. Announced just today, this outstanding achievement reflects the strength and global appeal of IHG’s diverse brand portfolio and the growing demand for its offerings across key markets.

Elie Maalouf, CEO of IHG Hotels & Resorts, said, “Reaching one million rooms reflects the deep trust and confidence our guests, owners, and investors place in IHG and our brands. We’re all excited about the many more special moments our hotels will be a part of in the years ahead.”

One million rooms

IHG’s growth has been driven by a strong global strategy, a booming travel sector, and an expanding portfolio that now includes 20 brands across more than 100 countries. Key to this expansion is IHG One Rewards and innovative tech that helps deliver more choice and better experiences for guests and hotel owners.

Reaching one million open rooms is more than a number—it reflects the millions of real moments happening daily across IHG’s 6,700+ hotels, from family reunions and business deals to weddings, global events, and everything in between.

For hotel suppliers and hospitality industry experts, one million open rooms also means one million opportunities—times thousands of hotels. From linens and lighting to tech and toiletries, the demand for high-quality, reliable products has never been higher. (Better stock up on sample kits!)

Global growth and recent highlights

IHG is maintaining strong momentum in 2025, opening more rooms in the first half of the year than ever before. Key milestones include 4,000 open hotels in the US, the 800th hotel in Greater China as it marks 50 years in the region, and record openings and signings across EMEAA. With a pipeline of over 2,200 hotels, IHG is set to keep growing in high-potential markets worldwide.

Recent notable openings:

• Kimpton Mas Olas Resort & Spa, Mexico | A tranquil eco-luxury retreat in Todos Santos featuring 103 guest rooms, 12 oceanfront villas, and a 25,000-square-foot spa (2,322-square-meter), as well as locally inspired dining.
• Holiday Inn Kyoto Gojo, Japan | Marks the brand’s return to Kyoto with 183 modern rooms, a Japanese public bath with city views, and the family-friendly Kids Stay and Eat Free program.
• voco Malta | A chic, sustainable urban stay in the heart of St. Julian’s, complete with a rooftop pool, spa, and one-of-a-kind cuisine.
• Hotel Indigo Hainan Clear Water Bay, China | Celebrates local maritime culture through 174 guest rooms, stylish design, local cuisine, and immersive guest experiences tied to the surrounding community.

With celebrated brands like InterContinental Hotels & Resorts, Kimpton, Holiday Inn, and Six Senses, IHG’s one million rooms milestone showcases the remarkable variety and growing global influence of its portfolio.

Give Us the Skinny 

Dusit Le Palais Tu Hoa Hanoi was an instant hit when it opened in May, attracting an endless stream of curious locals and selfie-snapping social-media darlings who were drawn in by the sweeping spiral staircase and soaring atrium that bathes the hotel in flattering light all day long. Thai hotel group Dusit International picked this property (along with two others in Doha and Chengdu) to launch their Dusit Hotel brand, which designates properties that have a specific cultural connection to the destinations that they serve. I was thrilled to be the first media guest to experience the new brand in Vietnam.

The Vibe 

Much of the design of the hotel is a nod to the 12th-century Ly Dynasty princess Tu Hoa, remembered for her generosity and selflessness. Legend has it that she mastered silk weaving, as well as cultivating mulberry trees needed to feed the silkworms, in order to provide a livelihood for her people. The ceramic murals behind reception, objects related to weaving, and many of the 300 original art pieces by some of Vietnam’s best-known contemporary artists and curated by Van Vi of the Van Gallery and The Muse Artspace, are all reminders of the princess’s enduring legacy.  

The Location 

West Lake, also known as Ho Tay Hanoi, has always been a welcome haven away from the congested streets of the Old Quarter of the city, but the neighborhood is currently having something of a moment. The area is packed with historic edifices, including the 18th-century Kim Lien Temple, built on the site of the palace of the princess who gave Dusit Le Palais Tu Hoa Hanoi its name. But the neighborhood is not just for sightseeing. It has also attracted the likes of the cutting-edge cocktail bar Workshop14, farm-to-table Michelin green-star restaurant Lamai Gardens, and the recently opened Lotte West Lake Mall. This is also where you’ll find foodie hotspots like Pho Bo Ho Loi, now the locals’ worst-kept-secret beef-noodle joint. Gatekeeping that one was no match for the power of online word-of-mouth.  

The Crowd 

In a city that hasn’t seen a new luxury hotel in a hot minute, the Dusit Le Palais Tu Hoa Hanoi is clearly the hospitality sweetheart of the moment. It’s a little too soon to know if it will last, but the hotel has potential not just as the most desirable place to stay in this part of town, but as a buzzy social destination for locals and visitors alike. 

The Rooms 

Silk headboards, painted silk, and silk-weaving shuttles continue the theme throughout the 207 rooms. Superior and deluxe rooms are bright and comfortable, while junior suites and one-bedroom suites include spacious sitting areas, dressing rooms, and even tastefully designed kitchen areas. Many rooms have sleek bathtubs, balconies or both. The style throughout is understated, with natural stone, wood accents and the odd equestrian touch like stirrups and bridles.

The Food and Drink 

Palais Lounge, the hotel’s stylish lobby bar, is busy throughout the day and has already hosted high-profile guest shifts with international spirit sponsors. Attention will only grow with the imminent opening of Vinci Rooftop Restaurant and Bar, the hotel’s panoramic Italian eatery. On the ground floor, there is a daytime Dusit Gourmet outlet with a selection of pastries, salads and other casual eat-in or grab-and-go options.  

Soi restaurant provides Dusit’s signature splash of Thainess, with a menu of well-executed Thai greatest hits. The green curry has an authentic kick to it. Don’t hesitate to ask for more chili on the side if some of the dishes are on the safe side, flavor-wise—the Thai chefs will be happy to oblige.  

The must-try among the in-house dining at Dusit Le Palais Tu Hoa Hanoi is Pho Lua, the hotel’s outdoor chicken pho bar. The boiling broth of this scallion-laden northern-style chicken pho is poured from a kettle at the table to finish cooking the poultry to tender perfection. If Hanoi’s heat is a little too intense for outdoor dining, hotel staff will happily serve the steaming soup inside as well. Look for monthly one-dish specials, like Hoi An-style chicken rice.  

The Service  

Dusit Le Palais Tu Hoa Hanoi does guest experiences very well, from sightseeing tours to in-house silk painting classes. Check-in was a breeze, and the front-of-house staff were always smiling and professional. When we asked for recommendations at Pho Ho Loi in the city, Tracy from the front desk translated its all-Vietnamese menu into English then texted it to us so we’d have her explanations on our phones. Talk about above and beyond the call of duty.  

Other departments are still finding their way. The restaurants seemed to be having some teething issues, for example, and I felt there could have been more attention to detail—all fixable issues that hopefully will be addressed as this brand-new hotel hits its stride.  

Would We Visit Again?  

As a base for exploring West Lake further, absolutely. There are also the as-yet-unopened drinking and dining outlets and wellness amenities like an onsen we’d love to use on a future trip. And we’re sure that we’ll see improvement where it’s needed. 

Dusit.com; rooms start at VND 2.6 million   

All images courtesy of Dusit Le Palais Tu Hoa Hanoi

Note:
The information in this article is accurate as of the date of publication.

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