Booking.com AI Chatbot Advised Man to Pay Scam Host, Leading to Financial Loss

A planned engagement trip to Italy turned into a financial nightmare for a British couple after an AI chatbot from Booking.com incorrectly advised the groom-to-be to pay a scammer directly. Alfie Learmouth, 27, lost thousands of pounds when he was told by the platform's AI assistant, named Dot, that he needed to transfer the full balance for a villa booking via bank transfer.

Learmouth had booked the villa in Positano, Italy, through Booking.com for a five-day romantic getaway with his partner, Jordan Bland, 27. Before their trip last month, Learmouth received a message from the host requesting the full payment. Concerned about the legitimacy of the request, he contacted Booking.com's AI Trip Support chat, Dot, for verification.

Dot, which introduced itself as "still learning," confirmed the host's request, stating: "Yes, the property requires full payment via bank transfer before your arrival." Relying on this advice, Learmouth proceeded to transfer the money.

However, on the morning of their departure, the couple received another message from the host, claiming a burst pipe had flooded the property, rendering it uninhabitable. Learmouth realized he had been scammed. He contacted Booking.com, but initially, he was told he had cancelled the booking, leading to a frantic search for alternative accommodation just hours before their flight.

While Booking.com eventually agreed to cover the cost of alternative accommodation, the couple faced further difficulties upon landing in Italy. Their flight with British Airways resulted in several lost luggage items, including all of their clothes and makeup. They incurred additional expenses for taxis and to replace essential belongings.

Further investigation revealed that the villa Learmouth had originally booked likely did not exist. While dining at a restaurant opposite the supposed location, he spoke to the owner who reported a similar scam involving the same photos had occurred a month prior.

Despite the ordeal, Learmouth was able to proceed with his proposal during a planned boat trip. He stated that he was seeking a refund of the money lost due to the scam.

A Booking.com spokesperson expressed regret over the customer's experience and confirmed that a full refund is being processed. The company stated that the booking confirmation indicated payment would be taken by card, not bank transfer. The property in question has since been removed from the platform. British Airways also apologized for the lost luggage and stated they had resolved the issue with the customer.