Booking.com offers a robust platform for booking accommodations, including hotels, apartments, vacation rentals, and unique stays like cabins and villas. It also provides transportation booking options such as car rentals and airport taxis. Additional features include user reviews, travel guides, mobile apps, and AI-based recommendations powered by a highly scalable technology infrastructure, largely reliant on data-driven personalisation and analytics.

Booking.com's revenue largely comes from a commission-based model, charging property owners a percentage per booking. For users, there is no direct subscription fee, and most bookings are free to cancel, depending on the property. They also rely on upselling additional services like travel insurance and airport transfers to monetise the platform further.

The platform serves a wide range of customer segments, focusing primarily on individual travelers, families, and small groups for both leisure and business purposes. It also targets property owners and service providers who list their services on the platform.

The platform serves a wide range of customer segments, focusing primarily on individual travelers, families, and small groups for both leisure and business purposes. It also targets property owners and service providers who list their services on the platform.

Booking.com employs a multichannel distribution strategy, including digital advertising, partnerships with travel agents and affiliate networks, and mobile app penetration. They heavily invest in search engine marketing (SEM) and search engine optimisation (SEO) to capture a large share of organic and paid traffic.

Customer reviews highlight the platform's ease of use, extensive property options, and flexible cancellation policies. However, pain points include occasional miscommunication regarding property listing accuracy and customer service delays during disputes.

Booking.com's primary advantage lies in its extensive inventory, seamless user experience, and strong brand trust built over decades. Additionally, its strategic investment in AI and machine learning enhances personalisation and customer retention.

• Global market leader in online travel booking
• Extensive inventory with diverse accommodation options
• Strong brand reputation and trust

• Heavy reliance on travel-dependent markets
• Customer service challenges during disputes
• High reliance on paid digital marketing channels

• Growth in sustainable and eco-friendly travel
• Further expansion into experiences and activities
• Advancements in AI-driven personalisation

• Intense competition from other travel platforms
• Economic downturns and travel restrictions
• Changing customer preferences post-pandemic