Caernarfon pub clashes with holiday giant Booking.com over customer fraudulent use of card

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A pub owner in Caernarfon is in dispute with holiday giant Booking.com over the fraudulent use of a card by a customer.

John Evans runs the Black Boy and is registered with the US-based reservation company.

The pub accepted a reservation through the site in July for two rooms – with guests staying a week later.

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But the following month, they received a notification from the card company that the owner of the credit card had never been to the Black Boy.

The pub was told they would have to refund the £ 320 payment as the card had been used fraudulently.

But Mr Evans argued that Booking.com did not perform enough checks on the card at the time of booking.

Booking.com said Black Boy chose to handle the payment himself, which they say includes the responsibility of verifying the name on the card and that of guests.



Black boy, Caernarfon

They have since offered to repay half of the £ 320 Mr Evans had to pay back to the credit card company.

They also apologized for not being able to verify all the cards used to make reservations.

Evans said: “This is very worrying and could happen to many other companies.

“The reservation was made using the prepayment with the money taken as soon as they paid. The guests came here and stayed and we have very little contact with them and we didn’t know everything was wrong before the next month.

“The credit card company said the owner of the card said he did not stay here and withdrew the money from the credit card company.

“We know someone stayed here and we challenged him.

“Since the reservation was made on Booking.com, we wanted them to pay the fee as they passed their fraud checks, but they won’t.

“Our argument is that they do not do enough checks at the point of reservation.”

Booking.com said, “We work closely with each of our partners to ensure that they have all the information possible to mitigate the risk of any possible fraudulent activity.

“In this case, the partner had chosen to handle the payment himself, which includes a responsibility to verify the name on the card and that of the guests.

“If a partner has any questions or concerns regarding payment verification, we strongly recommend that they contact their account manager who will ensure they are fully aware of all procedures. “

In an email to Mr Evans, they said: “I’m sorry, but we are unable to verify all of the cards that reservations / guests use to make reservations on our site.”



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Mr Evans added: “As a company, I really think that booking.com should check the validity of all cards.

“They’re trying to get us to use another part of their system, which of course pays off.

“I think it is morally wrong to accept cards without OTP or other means of informing the cardholder of its use.

“We’re so cautious in all other areas of security these days.

“My concern would be as a cardholder that I would also lose an early warning of the misuse of my card.”

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