Been scammed? Do this now

If you’ve paid a fake listing, or sent card details or money because of a message, act quickly. The sooner your bank knows, the better your chance of stopping or getting back the payment. It isn’t your fault: these scams are designed to fool careful people.

1. Call your bank or card provider now

  • Use the number on the back of your card or in your banking app. Never a number from the message.
  • Tell them it’s fraud. Ask them to block the card and to stop or recall any payment that hasn’t gone through.
  • If you sent a bank transfer, ask about a refund for an authorised push payment (APP) scam. In the UK, most banks must reimburse eligible APP scam victims; report it as soon as you can.

2. Contact the booking site the safe way

  • Open the booking site’s app, or type its address yourself. Don’t use links or phone numbers from any message you’ve received.
  • Use its in-app help or chat, explain it’s fraud, and ask them to open a fraud case. If you get a chatbot, ask for a human agent.
  • Ask them to cancel any booking made in your name and to check the listing or hotel account.
  • If you entered a password on a fake page, change it on the real site straight away, and anywhere else you use it.

3. Ask for your money back

  • Paid by credit card, £100 to £30,000? In the UK you can also claim from your card provider under Section 75 of the Consumer Credit Act.
  • Paid by debit or credit card? Ask your bank for a chargeback. There are time limits, often around 120 days, so ask now.
  • Keep everything: screenshots of the listing and messages, emails, receipts and bank statements. Your bank and the booking site will ask for them.

4. Report it

  • England, Wales and Northern Ireland: report to Action Fraud at actionfraud.police.uk or on 0300 123 2040.
  • Scotland: report to Police Scotland on 101.
  • US: report to the Federal Trade Commission at reportfraud.ftc.gov. Elsewhere: your local police.
  • Forward scam emails to report@phishing.gov.uk and scam texts to 7726 (UK). It helps get the fake sites taken down.
  • Watching the hotel with us? Report it from your watch page so we can warn other guests booked there.

Watch out for “recovery” scams

People who’ve lost money are often contacted next by someone offering to get it back for a fee, or claiming to be from the bank, the police or the booking site. Genuine organisations never ask you to pay to recover money or to move it to a “safe account”. If in doubt, hang up and call them on a number you’ve looked up yourself.

Not sure a message is a scam? Check it with us.