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The Genius rate is for members of the Booking.com Genius programme. | clearly_unfair | 74 |
The Genius programme is open to anyone that has an account on the Platform. | clearly_fair | 75 |
There are no membership fees and all you need to do to become a member is complete two (2) stays in two (2) years. | clearly_fair | 76 |
The membership and the Genius rates are for that individual member and are non-transferable. | clearly_fair | 77 |
Membership can also be linked to specific campaigns or incentives, as occasionally launched or communicated per Booking.com’s sole discretion. | clearly_fair | 78 |
The Genius programme currently offers two (2) membership levels based upon the number of reservations made through the Booking.com platform, each with different levels of discount on selected properties and/or selected options (10% resp. | clearly_fair | 79 |
15%). | clearly_fair | 80 |
The Genius rate cannot be combined or used with other discounts (unless approved by the accommodation or indicated otherwise). | clearly_fair | 81 |
The Genius membership is linked to your account on Booking.com and will not expire or otherwise terminate unless you terminate, close, delete or otherwise revoke your account. | clearly_fair | 82 |
An inactive account is defined as an account that has not made a reservation for more than five (5) years. | clearly_fair | 83 |
In the event that your account is disabled, you will no longer be eligible for the Genius benefits. | clearly_fair | 84 |
You may reactivate your account by making a qualifying reservation using your Booking.com account. | clearly_fair | 85 |
Partner offer | clearly_unfair | 86 |
Booking.com may display offers that are not directly sourced from Trip Providers, but are facilitated by a Booking.com partner company, such as another platform (Partner offer). | clearly_fair | 87 |
Partner offers will be clearly displayed and distinguished from the regular offers directly sourced from Trip Providers and have the following special conditions, unless mentioned otherwise on our Platform: | clearly_fair | 88 |
Price policy: as displayed on our Platform. | clearly_fair | 89 |
Pay in advance: You’ll pay securely with Booking.com at the time of the booking. | clearly_fair | 90 |
No modifications: Once your booking is completed, any changes to your personal or booking details will not be possible. | clearly_fair | 91 |
Requests can be made directly with the property, but are not guaranteed. | clearly_unfair | 92 |
Cannot combine with other offers: Other promotions, incentives and rewards are not eligible on the booking. | clearly_fair | 93 |
No guest review: It’s not possible to leave a guest review on our Platform. | clearly_fair | 94 |
3. | clearly_fair | 95 |
Privacy and cookies | clearly_fair | 96 |
Booking.com respects your privacy. | clearly_fair | 97 |
Please have a look at our privacy and cookies policy for further information. | clearly_fair | 98 |
4. | clearly_fair | 99 |
Free of charge for consumers, only Trip Providers pay! | clearly_fair | 100 |
Unless indicated otherwise, our service is free of charge for consumers because, unlike many other parties, we will not charge you for our Trip Service or add any additional (reservation) fees to the rate. | clearly_fair | 101 |
You will pay the Trip Provider the relevant amount as indicated in the Trip Reservation (plus - insofar not included in the price – relevant applicable taxes, levies and fees (if applicable)). | clearly_fair | 102 |
Trip Providers pay a commission (being a small percentage of the product price (e.g. room price)) to Booking.com after the end user has consummated the service or product of the Trip Provider (e.g. after the guest has stayed at (and paid) the accommodation). | clearly_fair | 103 |
Trip Providers can improve their ranking by increasing their commission (Visibility Booster). | clearly_fair | 104 |
The use of the Visibility Booster (by increasing the commission in return for better position in the ranking) is at each Trip Provider's discretion and may be used from time to time and product to product offered. | clearly_fair | 105 |
The algorithm of the ranking will take an increase in commission into account when determining the Default Ranking. | clearly_unfair | 106 |
Preferred partners pay a higher commission in return for a better position in the ranking. | clearly_fair | 107 |
Only Trip Providers which have a commercial relationship with Booking.com (through an agreement) will be made available on Platform (for their B2B and/or B2C promotion of their product). | clearly_fair | 108 |
Booking.com is not an open platform (like Amazon or eBay) where end users can make their product available (no C2C platform); Booking.com does not allow non-professional parties to offer or sell their products on or through Booking.com. | clearly_fair | 109 |
5. | clearly_fair | 110 |
Credit card or bank transfer | clearly_fair | 111 |
If applicable and available, certain Trip Providers offer the opportunity for Trip Reservations to be paid (wholly or partly and as required under the payment policy of the Trip Provider) to the Trip Provider during the Trip Reservation process by means of secure online payment (all to the extent offered and supported by your bank). | clearly_fair | 112 |
For certain products and services, Booking.com facilitates (through third party payment processors) the payment of the relevant product or service (i.e. the payment facilitation service) for and on behalf of the Trip Provider (Booking.com never acts nor operates as the merchant of record). | clearly_fair | 113 |
Payment is safely processed from your credit/debit card or bank account to the bank account of the accommodation provider through a third party payment processor. | clearly_fair | 114 |
Any payment facilitated by us for and on behalf of, and transferred to the Trip Provider will in each case constitute a payment of (part of) the booking price by you of the relevant product or service in final settlement (bevrijdende betaling) of such (partial) due and payable price and you cannot reclaim such paid monies. | clearly_fair | 115 |
For certain (non-refundable) rates or special offers, please note that Trip Providers may require that payment is made upfront by wire transfer (if available) or by credit card, and therefore your credit card may be pre-authorised or charged (sometimes without any option for refund) upon making the Trip Reservation. | clearly_fair | 116 |
Please check the (reservation) details of your product or service of choice thoroughly for any such conditions prior to making your Trip Reservation. | clearly_fair | 117 |
You will not hold Booking.com liable or responsible for any (authorized, (allegedly) unauthorized or wrong) charge by the Trip Provider and not (re)claim any amount for any valid or authorized charge by the Trip Provider (including for pre-paid rates, no-show and chargeable cancellation) of your credit card. | clearly_fair | 118 |
In the event of credit card fraud or unauthorised use of your credit card by third parties, most banks and credit card companies bear the risk and cover all the charges resulting from such fraud or misuse, which may sometimes be subject to a deductible (usually set at EUR 50 (or the equivalent in your local currency)). | clearly_fair | 119 |
In the event that your credit card company or bank charges the deductible from you because of unauthorised transactions resulting from a reservation made on our Platform, we will pay you this deductible, up to an aggregate amount of EUR 50 (or the equivalent in your local currency). | clearly_fair | 120 |
In order to indemnify you, please make sure that you report this fraud to your credit card provider (in accordance with its reporting rules and procedures) and contact us immediately. | clearly_fair | 121 |
Please provide us with evidence of the charged deductible (e.g. policy of the credit card company). | clearly_fair | 122 |
This indemnification only applies to credit card reservations made using Booking.com's secure server and the unauthorised use of your credit card resulted through our default or negligence and through no fault of your own while using the secure server. | clearly_fair | 123 |
6. | clearly_fair | 124 |
Pre-payment, cancellation, no-show and fine print | clearly_fair | 125 |
By making a Trip Reservation with a Trip Provider, you accept and agree to the relevant cancellation and no-show policy of that Trip Provider, and to any additional (delivery) terms and conditions of the Trip Provider that may apply to your Trip (including the fine print of the Trip Provider made available on our Platform and the relevant house rules of the Trip Provider), including for services rendered and/or products offered by the Trip Provider. | clearly_fair | 126 |
The relevant (delivery/purchase/use/carrier) terms and conditions of a Trip Provider can be obtained with the relevant Trip Provider. | clearly_fair | 127 |
The general cancellation and no-show policy of each Trip Provider is made available on our Platform on the Trip Provider information pages, during the reservation procedure and in the confirmation email or ticket (if applicable). | clearly_fair | 128 |
Please note that certain rates, fees or special offers are not eligible for cancellation, refund or change. | clearly_fair | 129 |
Applicable city/tourist tax may still be charged by the Trip Provider in the event of a no-show or charged cancellation. | clearly_fair | 130 |
Please check the (reservation) details of your product or service of choice thoroughly for any such conditions prior to making your reservation. | clearly_fair | 131 |
Please note that a Trip Reservation which requires down payment or (wholly or partly) prepayment may be cancelled (without a prior notice of default or warning) insofar the relevant (remaining) amount(s) cannot be collected in full on the relevant due or payment date in accordance with the relevant payment policy of the Trip Provider and the reservation. | clearly_fair | 132 |
Cancellation and prepayment policies may vary per segment, product or service of each Trip.. Please carefully read the fine print (below the Trip types or at the bottom of each Trip Provider page on our Platform) and important information in your reservation confirmation for additional policies as may be applied by the Trip Provider (e.g. in respect of age requirement, security deposit, non-cancellation/additional supplements for group bookings, extra beds/no free breakfast, pets/cards accepted). | clearly_fair | 133 |
Late payment, wrong bank, debit or credit card details, invalid credit/debit cards or insufficient funds are for your own risk and account and you shall not be entitled to any refund of any (non-refundable) prepaid amount unless the Trip Provider agrees or allows otherwise under its (pre)payment and cancellation policy. | clearly_fair | 134 |
If you wish to review, adjust or cancel your Trip Reservation, please revert to the confirmation email and follow the instructions therein. | clearly_fair | 135 |
Please note that you may be charged for your cancellation in accordance with the Trip Provider's cancellation, (pre)payment and no-show policy or not be entitled to any repayment of any (pre)paid amount. | clearly_fair | 136 |
We recommend that you read the cancellation, (pre)payment and no-show policy of the accommodation provider carefully prior to making your reservation and remember to make further payments on time as may be required for the relevant reservation. | clearly_fair | 137 |
If you have a late or delayed arrival on the check-in date or only arrive the next day, make sure to (timely/promptly) communicate this with the Trip Provider so they know when to expect you to avoid cancellation of your Trip (Reservation) or charge of the no-show fee. | clearly_fair | 138 |
Our customer service department can help you if needed with informing the Trip Provider. | clearly_fair | 139 |
Booking.com does not accept any liability or responsibility for the consequences of your delayed arrival or any cancellation or charged no-show fee by the Trip Provider. | clearly_fair | 140 |
7. ( | clearly_fair | 141 |
Further) correspondence and communication | clearly_fair | 142 |
By completing a Trip Reservation, you agree to receive (i) an email which we may send you shortly prior to your arrival date, giving you information on your destination and providing you with certain information and offers (including third party offers to the extent that you have actively opted in for this information) relevant to your Trip (Reservation) and destination, (ii) an email after arrival to rate the (experience with your) Trip Provider and the Trip Service, and (iii) an email which we may send to you promptly after your stay inviting you to complete our guest review form. | clearly_fair | 143 |
See our privacy and cookies policy for more information about how we may contact you. | clearly_fair | 144 |
You cannot derive any rights from any request to, or communication with the Trip Provider or (any form of) acknowledgement of receipt of any communication or request. | clearly_fair | 145 |
Booking.com cannot guarantee that any request or communication will be (duly and timely) received/read by, complied with, executed or accepted by the Trip Provider. | clearly_fair | 146 |
In order to duly complete and secure your Trip Reservation, you need to use your correct email address. | clearly_fair | 147 |
Any claim or complaint against Booking.com or in respect of the Trip Service must be promptly submitted, but in any event within 30 days after the scheduled day of consummation of the product or service (e.g. check out date). | clearly_fair | 148 |
Any claim or complaint that is submitted after the 30 days period, may be rejected and the claimant shall forfeit its right to any (damage or cost) compensation. | clearly_fair | 149 |
Due to the continuous update and adjustments of rates and availability, we strongly suggest to make screenshots when making a reservation to support your position (if needed). | clearly_fair | 150 |
For consumers (in the European Economic Area): We advise you to first notify us of any complaints by contacting our Customer Service. | clearly_fair | 151 |
If this does not resolve your complaint, you can upload your complaint via the European Commission's ODR platform. | clearly_fair | 152 |
This platform for online dispute resolution can be found here: http://ec.europa.eu/odr. | clearly_fair | 153 |
8. | clearly_fair | 154 |
Ranking, preferred programme, stars and guest reviews | clearly_fair | 155 |
We aim to display search results that are relevant for you, by providing a personalised default ranking of Trip Providers on our Platform. | clearly_fair | 156 |
You can scroll through this default ranking, use filters and sort by alternative ranking orders and thus have the ability to influence the presentation of search results to receive a ranking order based on other criteria. | clearly_fair | 157 |
We use multiple algorithms to produce default ranking results, this process is constantly evolving. | clearly_fair | 158 |
Booking.com has identified the following parameters to be most closely correlated with you finding a suitable Trip Provider and thus prioritise such parameters in the algorithms (main parameters): your personal search history, the rate of ‘click-through’ from the search page to the hotel page ("CTR"), the number of bookings related to the number of visits to the Trip Provider page on the Platform ("Conversion"), gross (including cancellations) and net (excluding cancellations) bookings of a Trip Provider. | clearly_fair | 159 |
Conversion and CTR may be affected by various (stand-alone) factors including review scores (both aggregated scores and components), availability, policies, (competitive) pricing, quality of content and certain features of the Trip Provider. | clearly_fair | 160 |
The commission percentage paid by the Trip Provider or other benefits to us (e.g. through commercial arrangements with the Trip Provider or strategic partners) may also impact the default ranking, as well as the Trip Provider’s record on timely payment. | clearly_fair | 161 |
The Trip Provider may also influence its ranking by participating in certain programmes - that may be updated from time to time - such as the Genius programme, deals, the Preferred Partner Programme and the visibility booster (the latter two involve the Trip Provider paying a higher commission to us). | clearly_fair | 162 |
Accommodation's star rating displayed on Booking.com is not determined by Booking.com. | clearly_fair | 163 |
The accommodation determines their star rating themselves or it is determined by an independent third party provider of (objective) star ratings. | clearly_unfair | 164 |
Deals are shown on the basis of the number of stars (low to high or high to low) that providers provide to Booking.com. | clearly_fair | 165 |
Depending on the (local) regulations, the star classifications either are assigned by an (independent) third party, for example an (official) hotel rating organisation or are based on the opinion of the accommodation providers themselves, irrespective of objective criteria. | clearly_fair | 166 |
Booking.com does not impose formal obligations on star ratings and does not review them. | clearly_fair | 167 |
Overall, the star classification is a representation of how the accommodation compares to the legal requirements (if applicable) or, if not regulated, the sector or (customary) industry standards in terms of price, facilities and available services (these requirements and standards can vary between different countries and organisations). | clearly_fair | 168 |
In order to make it easier for customers to find the right match to their travel preferences, Booking.com may assign a quality rating, that is determined by Booking.com and displayed as yellow tiles, to certain accommodations. | clearly_fair | 169 |
In order to determine the comparable set, the quality rating is based on many (400+) features which can be divided over 5 major categories: (i) facilities/amenities/services offered by the accommodation on Booking.com, (ii) property configuration such as unit size, number of rooms and occupancy, (iii) number and quality of the photos uploaded by the accommodation, (iv) average guest review score as well as some subscores, for example cleanliness, as those are proven to be particularly helpful for customers in assessing the quality of certain accommodations and (v) anonymised and aggregated historical booking data (for example, to assess the star rating of booked accommodations). | clearly_fair | 170 |
We use these multiple features to derive statistical patterns. | clearly_unfair | 171 |
Based on these inputs, a machine-learning based analysis is being conducted which results in a quality rating (between 1-5, displayed by using 1-5 yellow tiles next to the name of the property) being automatically calculated and awarded to the accommodation. | clearly_unfair | 172 |
Only customers who have stayed at the Accommodation will be invited by Booking.com to comment on their stay at the relevant accommodations and to provide a score for certain aspects of their stay or may receive a rating request during their stay. | clearly_fair | 173 |