The tourism industry is flourishing, and not only is online booking convenient, but consumers can quickly find the best bargains on accommodations. Therefore, online booking has gradually become the main channel for consumers to make reservations. However, consumer complaint cases are also on the rise, and the Department of Consumer Protection, Executive Yuan (hereafter referred to as the DCP) has collected the causes of consumer disputes. The DCP advises consumers to carefully read over the frequently asked questions, policies and terms about booking on online booking platforms, such as free booking cancellation terms (hereafter referred to as booking cancellation), as well as the relevant refund conditions, and confirming whether or not you can check in on the reserved date, all before making an online booking.

The DCP has found that most consumer disputes related to international online booking websites arise from booking cancellations and credit card processing fees. In addition, international booking site requirements vary; this includes booking cancellations and whether or not prices include a tax and/or service fees. Consequently, the DCP advises consumers to pay attention to the following matters in regard to consumer disputes:
1) Before choosing a payment scheme, consumers should carefully review the booking website to determine whether a particular hotel room offers a free cancellation deadline; the booking cancellation terms for a different room in the same hotel may even be different. Consumers should determine whether or not they will stay in a hotel on the dates booked, otherwise they may be asked to pay an additional cancellation fee when cancelling their reservation.
2) Booking websites often offer preferential rates, but "free cancellation deadlines" and "deferred charges" conditions are often not available. Therefore, consumers should first confirm such conditions before making a booking in order to avoid booking disputes.
3) Some booking websites employ prepayment via credit card, in which case there will be an additional foreign credit card processing fee whether the booking is for domestic or international accommodations. However, some hotels or hotel rooms allow guests to pay by credit card on the day of arrival. When the hotel fee is not paid via the booking website in such cases, guests are exempt from overseas credit card processing fees.
4) If a consumer wants to change a booking or a date after successfully making a reservation, cancellation and new confirmation notifications (sent via the postal system) should be saved as evidence in the event that a dispute occurs. Examples of such disputes are as follows:
4.1) A successful booking has already been made, but upon arriving at the hotel on the date booked, the consumer is informed by the hotel that it never received the booking site information, and the consumer cannot stay in the hotel.
4.2) The consumer's credit card has been charged via the booking website, but upon arriving at the hotel, the person is informed by the hotel that no payment has been made and the consumer is still expected to make payment.
4.3) The hotel tells the consumer that the reservation has been cancelled due to a price discrepancy.
5) In that booking platforms are primarily run by foreign companies that most likely do not have branch offices in Taiwan, if a dispute occurs, consumers (or authorized agencies or consumer protection officials that receive the complaint) can submit complaint information directly via the platform's e-mail address. As well, consumers can call the platform's 24-hour free service hotline (being sure to provide the booking code). Customer service staff will assist in contacting the hotel to deal with consumer disputes.

The DCP reminds consumers that international booking websites advertise lowest price guarantees, quick price comparisons, and special advantages to attract consumers. However, consumers should still carefully peruse the relevant regulations regarding "frequently asked questions, "booking policies" and "related terms" related to free cancellation terms and prior to making a reservation. In addition, consumers should determine whether it is possible to check in on the date booked so that their stay will be smooth and enjoyable.