Case Study: Booking.com achieves a 96-97% drop in fake properties with Lob's automated address verification

How Booking.com Saves Thousands of Hours & Reduces Fraudulent Activity by 97%

Booking.com, a global travel platform with more than 13 million listings across 280+ countries, faced a major fraud and logistics challenge: physically verifying addresses to prevent scammers and ensure properties were mappable. Their manual snail-mail verification process required a 60-person global effort and could only send mail once a week. Booking.com turned to Lob’s automated mailing and address-verification service to scale and streamline the program.

Lob automated the printing, packaging and delivery of verification mail so bookings went out instantly and the dedicated mailing workforce was no longer required. As a result, “actual bookers ending up at fake places dropped like a stone,” and the number of fake properties going live fell by 96–97%. Lob also improved address accuracy for GPS and mapping, restoring trust in Booking.com’s listings and saving significant time and operational cost.

Booking.com

Sagar Achanta

Head of New Business Development