CCCS flags Agoda over ‘misleading’ mobile and website features

Agoda has since voluntarily provided an undertaking and made appropriate changes.

The Competition and Consumer Commission of Singapore (CCCS) has flagged Agoda over several misleading design features of its Singapore website and mobile application.

Though presented as the "Best Match" based on search criteria, Agoda's rankings were also influenced by the financial benefit to the company.

Moreover, the “Agoda Preferred” label appeared on selected properties alongside an explainer that said it "recommends trusted and verified properties that have a long-standing relationship with Agoda and meet certain criteria.”

CCCS said the explainer does not adequately explain the criteria, including the fact that businesses have to pay more to Agoda for the badge.

Further, accommodations with a “Cheapest x-star stay” label were not always the lowest-priced option when the search results were sorted by price for the same star rating.

CCCS also has expressed concern over Agoda's use of a five-minute countdown timer during the online booking process, saying it could create a "false sense of urgency" for consumers.

Agoda has since voluntarily provided an undertaking and cooperated with CCCS to make changes to its website and mobile application.