ISO 9468:2025
Tourism and related services — Online travel agency (OTA) — Guidelines for online accommodation booking platform services
- Standard No.
- ISO 9468:2025
- Release Date
- 2025
- Published By
- International Organization for Standardization (ISO) IX / ISO
- Latest
- ISO 9468:2025
- Introduction
Standard Framework and Core Requirements
Dimensions Platform Responsibilities Supplier Obligations User Rights Protection Information Disclosure 16 types of accommodation information must be fully displayed Ensure that the information is true and accurate Enjoy the right to know and the right to choose Transaction Security Bank-level payment encryption is used Unreasonable cancellation of orders is prohibited Fund risk early warning mechanism Dispute Resolution 24-hour complaint response Need to provide alternative solutions Legal remedy channels
Key points for the implementation of key clauses
6.1.2 Information display specifications
The platform must include 16 core data such as price details and room size, among which accessibility information must refer to the checklist in Annex A. The example shows that Airbnb received 37% more complaints in 2023 for not marking cleaning fees.
7.1.2 Financial security
It is required to adopt a payment system that complies with ISO/IEC 27001, and transaction data encryption must meet the AES-256 standard. The data breach incident of Booking.com in 2019 due to the use of a third-party payment plug-in directly prompted the formulation of this clause.
Background of Standard Evolution
The compound annual growth rate of the online accommodation market from 2021 to 2026 will reach 10%, but the number of complaints will surge by 52% during the same period. This standard integrates five basic specifications such as ISO/TS 42501, and establishes a constraint mechanism for high-frequency problems such as "no room at the hotel" and price fraud.
Implementation Suggestions
- The platform should establish a three-tier review mechanism (automatic screening + manual review + regular audit) to ensure the accuracy of housing information
- Service providers need to improve the accommodation classification labeling system according to the ISO 18513 standard
- Users can initiate claims through the platform's "dispute resolution portal", and the statutory processing time limit is 15 working days
ISO 9468:2025 Referenced Document
- ISO 18513 Tourism services — Hotels and other types of tourism accommodation — Vocabulary
ISO 9468:2025 history
- 2025 ISO 9468:2025 Tourism and related services — Online travel agency (OTA) — Guidelines for online accommodation booking platform services
