ISO 9468:2025 観光および関連サービス — オンライン旅行代理店（OTA） — オンライン宿泊予約プラットフォーム サービスに関するガイドライン | ページ 2

Foreword

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This document was prepared by Technical Committee ISO/TC 228, Tourism and related services.

Introduction

With the increasing penetration of the internet and growth in the number of smart handheld device users, as well as the growing demand for convenient tourism, the global online accommodation booking market has continually expanded and the number of the online accommodation booking platforms has grown during the past decade. Based on statistics, it is predicted that the compound annual growth rate (CAGR) from 2021 to 2026 will exceed 10 %.

While the online accommodation booking service industry continues to grow at an increasing rate, it is also facing many problems, resulting in failure to provide the promised services, which causes a large number of consumer disputes. Common problems include, for example, no room on arrival, impossibility to change or cancel a reservation, serious inconsistencies between the service description and the actual service, and the leaking of sensitive, private and financial data of the users.

It is necessary to create a global standard providing guidance on the online accommodation booking industry to promote the development of this industry around the world.

This document aims to:

• provide advice and guidance on online accommodation booking platform services;
• protect the rights and interests of users, providers and platform operators, by establishing a mutual trust mechanism among these stakeholders;
• promote the orderly and sustainable development of the online accommodation booking service industry;
• enrich existing standards and promote further standardized activities in the field of online travel agency.

1 Scope

This document provides guidance on the operation of an effective online accommodation booking platform to meet the needs of accommodation service providers and users.

This document is applicable to online accommodation booking platform operators, accommodation service providers and users.

2 Normative references

The following documents are referred to in the text in such a way that some or all of their content constitutes requirements of this document. For dated references, only the edition cited applies. For undated references, the latest edition of the referenced document (including any amendments) applies.

3 Terms and definitions

For the purposes of this document, the terms and definitions given in ISO 18513 and the following apply.

ISO and IEC maintain terminology databases for use in standardization at the following addresses:

Bibliography