The woman’s story in the video is that “someone from the hotel (or from the reservation itself) is sending phishing links.” The messenger on booking.com is just a messenger, and the message the hotel sends about credit cards could be a Sinterklaas poem. You would normally use such a feature to send changes and details to your clients, but it just depends on what the person on the other end writes.
Reading the link from other comments, it appears that someone has hacked into a major hotel chain and is using the hotel’s messaging features to send phishing messages. Some time ago, a very large international hotel chain was hacked, so I can imagine that’s where the problem started.
In this case, the reservation is of course completely powerless, as it is a real account exchanging messages with real users. You don’t need to access the backend if you know the real hotels password! They can certainly work with IP addresses in case of abuse and temporarily block access to compromised hotels, but preventing this kind of thing is very difficult. You also see this happening on Marktplaats, where old accounts are taken over and misused to scam people.
What I find strange is that no one expects a scam because it happens via the app, as if you can only be scammed via email. It’s time to attend an international course in identifying scams around the world.
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