CreatripTeam

Korea Consumer Agency reports that consumer complaints related to online accommodation platforms have risen for three consecutive years, totaling 6,252 cases from 2022–2024. Seven major platforms accounted for 62.1% (3,881) of complaints. Platform-specific counts include Agoda (1,468), Yanolja/YeogiEottae (728), Nol Universe (679), Naver (414), Airbnb (261), Booking.com (210), and Trip.com (170). Agreement rates between consumers and platforms averaged 59.5%; Airbnb had the highest at 92.3%, Naver the lowest at 39.1%. Of 2,064 cases filed this year, 49.1% (1,013) were disputes over cancellation or penalty fees (‘cancellation fees’/’penalty charges’), 26.3% involved contract non-performance, and 7.8% cited insufficient information. The agency advises consumers to check refund policies before booking and to keep booking confirmations. Agoda has implemented some Consumer Agency recommendations, including clearer “non-refundable” notices and extended Korean support hours; the agency urges other platforms to improve information and user convenience. (Here, “여기어때” refers to a Korean accommodation booking app/service.)