TripAdvisor Customer Service Issues

I booked a day tour through TripAdvisor for the Asahiyama Zoo & Shirogane Blue Pond Tour (from Sapporo) with Confirmation Number: ‪[redacted]‬. The trip itinerary clearly included a stop at the Shirogane Blue Pond. Today, on 28/12/19, I was informed during the trip that the Blue Pond visit has been canceled. I have reviewed all communications (emails & manage booking) and no notification of this change was provided. Traveling all the way to Sapporo for this specific visit and having it canceled without prior notice is truly disappointing and frustrating. I am seeking an explanation and compensation from TripAdvisor regarding this issue. Kindly, reach out to me at [redacted] Thank you.

We purchased tickets for Trolley Tours San Diego online. Upon arriving at a "hop on/hop off" stop, we waited 45 minutes for a trolley but couldn't find room for our 3 family members. Eventually, we had to opt for Uber. We are seeking a refund for the 3 tickets. Trolley Tours is unable to assist as the tickets were bought through TripAdvisor. TT's website directed us to the TripAdvisor link. Sadly, TripAdvisor declined our refund request due to the cancellation being within 24 hours of booking.

Hello, I recently booked a day tour in Maputo through TripAdvisor. Unfortunately, after making the payment on your website, the company, Vibe Experience Mozambique, informed me that there is no availability on the day I selected. I have been trying to reach out to them without success. I would like to either arrange for a refund or reschedule for a different date. Any assistance in contacting the company or getting a refund would be greatly appreciated. Thank you. Albertina

I posted a review on TripAdvisor about our recent trip, highlighting the lack of accountability. The management responded by contradicting our feedback with numerous inaccuracies. What's even more hypocritical is that "Randy" who disputed our review wasn't even present during our visit - we have no idea who he is. It's disheartening to see hearsay being given more weight. If his response remains, we may refrain from leaving any more reviews as we embark on our new journey exploring river cruises, African safaris, and more.

I purchased flight tickets for $[redacted].00 CAD but only received a refund of $[redacted].00 CAD. I contacted Kiwi.com three times regarding the refund, and they mentioned that this was all United Airlines had refunded. There was no mention of a refund from Air Canada, the other airline involved. Trying to reach someone at Air Canada has been difficult. When I canceled the ticket 10 minutes after purchase, a lady from TripAdvisor had suggested I may get a close-to-full refund, but that wasn't the case. I seem to have lost $[redacted].00 on these tickets. I'm looking for assistance in resolving this issue or a contact person who can assist me. This situation is very frustrating, especially since my family has booked many flights over the years without similar problems with other agents. Thank you.

I tried to cancel my booking with Kauai Sails 40 hours ahead in person, but I received incorrect information. Despite raising concerns about the weather conditions which were hazardous due to a storm on Christmas, they claimed the 24-hour cancellation window had passed. Notably, we witnessed a helicopter crash shortly after seeing it in Waimea Canyon before. When I followed up, they mentioned issuing a full refund on the 28th at 9:30, yet our bank hasn't shown this refund. Their phone number has been out of service for over a week, making it challenging to reach them. I hope for a resolution soon.

For more than 14 years, I have advertised our Villa in Menorca on Holiday Lettings with Home ID [redacted]. Recently, our listing was deactivated due to the lack of a tourist license number, which is in the process of being obtained through our solicitor in Menorca. While we await the license, we are creating our own temporary advert to continue advertising. However, we need access to our many years of reviews from the deactivated listing. These reviews are essential for us during this gap in advertising. I have tried contacting customer support and renewals multiple times via phone and email without success. I believe withholding the reviews, which are rightfully mine from the years of actively listing our property, is unfair. I hope Holiday Lettings can provide this information promptly, considering that our listing is paid for until 6 May [redacted]. Thank you, Sandra D.

Dear all, I would like to bring to your attention an issue regarding a booking I made on October 29, [redacted], through tripadvisor.com. I paid [redacted].4 USD for the Roman Gladiator School event in Rome, Italy, scheduled for October 31, [redacted], for the attendees: Amalia Sterescu, Stefan Sterescu, Horia Sterescu, and Victor Sterescu. Unfortunately, I had to cancel the trip and the event 24 hours in advance, entitling me to a full refund as per your site's policy. The cancellation number I received is #[redacted]58. I used my company credit card for payment, and to date, the refund has not been processed. Despite notifying you via Facebook Messenger on 12/19/[redacted] and providing additional information as requested, I have not received any updates after being assured that my issue would be escalated to the relevant team. I believe this delay is unacceptable, given that I followed the cancellation policy correctly. I urge you to investigate this matter promptly since all the necessary information should be accessible in your system. Your swift attention to this would be greatly appreciated. Kind regards, Amalia Sterescu

Dear Sir/Madam, I am having difficulty locating my property listed with ID [redacted] on your site. Despite using relevant keywords like "Beach," "4 bedrooms," and "4 bathrooms," the property does not show up in the search results. Even when specifying 4 bedrooms, unrelated listings such as 1-bedroom apartments or 2-bedroom houses appear. After multiple attempts, only one out of four people was able to find it after scrolling through numerous pages. I am questioning if customer reviews still impact a listing's visibility. I kindly request you to investigate this matter promptly and provide feedback. Best regards, Neil A.

Hello, I have recently purchased three tickets for the Art Science Museum in Singapore through Tripadvisor (Confirmation Nr. #[redacted]). Unfortunately, I noticed a typo in my email address ([redacted] instead of [redacted]). I have already made the payment and would appreciate it if you could resend the tickets to the correct email address ([redacted]). Thank you in advance. Best regards, Robin K.

Dear GetHuman, I hope this message finds you well. I am reaching out from Parallel Tour regarding a recent cancellation and refund related to a TripAdvisor booking. The details are as follows: - Booking Number: BR-[redacted]28 - Tour Date: 07 FEB [redacted] - Guest Name: Den Skal - Guests: 2 adults, 1 child - Tour Program: Hype Boat Club We have a strict policy of "All sales final" for this specific product, which means no cancellations or refunds are normally allowed. Our procedure involves processing payments to operators for confirmation before the tour date. However, we recently received a cancellation email and refund for this booking less than 8 hours before the tour. We have already reached out to TripAdvisor with proof of payment to the Hype operator from yesterday, and we are awaiting a response. We value our partnership with TripAdvisor and hope to avoid such issues in the future, as we have other products with similar policies. We kindly request your prompt assistance in resolving this matter. Thank you for your attention. Best regards, Helena

I recently received an email from TripAdvisor regarding a review I submitted for Dromoland Castle Hotel. The review was flagged for containing second-hand information, which I am disputing as inaccurate. The hotel's website includes images of fox hunting, aligning with my review. The manager disputed my review claiming it was untrue. I believe the review is still accurate and should be published on the site. In the email, TripAdvisor requested that I modify the review to adhere to their guidelines, specifically removing the second-hand information. I am working on the revisions to resubmit the review for consideration. Thank you for supporting the TripAdvisor community.

I have three rooms booked at RedCarpet Inn in Ft. Lauderdale for this Saturday, Feb. 15. I wanted to add the names of the other guests to the reservation to avoid any check-in issues since we are not arriving together. The hotel staff mentioned I needed to add the names to the reservation instead of them doing it. The rooms are already paid for, and I also need a confirmation. My name is John Lutes, and you can reach me at [redacted] or [redacted].

I made a booking at a room in Birmingham, UK with Booking No. BR[redacted]3. KAOUTAR from the UK team assisted us. We made the booking on Saturday, February 15th, and canceled it on Sunday, February 16th, [redacted], due to personal unforeseen reasons within the 24-hour timeframe. To our surprise, we were informed that we wouldn't receive a refund because the owner, RATTIE, had already received the payment. When we contacted RATTIE, she claimed she hadn't received any money. LISA mentioned in an email that we weren't eligible for a refund. Despite explaining that the property was listed at £28 for the entire 31 nights of our stay, we are being ignored after pointing out the error to KAOUTAR and LISA. The dates of our stay were from April 30th to May 31st, [redacted]. We also received an email from Nikhil. This matter needs urgent attention to ensure fairness. I will continue reaching out to TripAdvisor's highest management until this issue is resolved. Feeling very disappointed. Thank you.

I booked the Bear Grylls Adventure for February 21, [redacted]. The terms mention bringing the e-ticket for scanning and that if my chosen activity isn't available, an alternative will be provided. Upon arriving on the 21st, I was told it was fully booked and that bookings aren't accepted through TripAdvisor. They said I should have come the day before to pre-book. I'm unable to get a refund of £80, as I booked through a third party. I would like a refund since I couldn't participate on the day. Thank you.

Hello, I am Geoff Blundell, and I represent Thai Touch Tide in Port Macquarie, owned by Suda Somchai. We are concerned about a negative review showing up as the top result in TripAdvisor searches for our restaurant. The incident mentioned in the review, involving a cockroach in a takeaway, occurred over 6 years ago and is not reflective of our current high standards. The kitchen is regularly inspected and treated for pests, and the business has been under new management for over a year. We kindly request that this outdated post be removed to present a fair and accurate image of Thai Touch Tide. Thank you, Geoff Blundell.

A customer reported finding a cockroach in their motel takeaway more than six years ago in January [redacted]. It is unclear if the insect originated in the motel. The kitchen staff immediately investigated and found no roaches. The kitchen undergoes weekly pyrethroid treatments and consistently meets council hygiene standards. Since the incident, the business has changed ownership, management, and upgraded the kitchen. The negative review on TripAdvisor from over six years ago does not accurately reflect the current situation at Thai Touch Tide and should be removed, including the outdated cockroach photo. Please rectify this by removing the obsolete post. Thank you.

I recently received two messages from Trip Advisor. The first message praised my great reviews, while the second stated I was in violation of their policy and that my account was being monitored. I had previously upgraded my villa from a 1-bedroom to a 2-bedroom, which was approved over the phone by a Trip Advisor representative. The upstairs portion of the villa was always locked when I was away, and now that I am heading back to the USA for an extended period of time, I received a message regarding getting reviews.

I am having trouble locating the confirmation email for the hotel reservation I made. I reached out to the hotel, and they confirmed the room bookings but mentioned that since I booked through a third party, they are unable to make any modifications. They mentioned it was through Trip Advisor, but I have no documentation of this transaction. Unfortunately, my grandmother was hospitalized yesterday, and this trip was intended for her. I am unsure about the cancellation policy and have been unable to find any relevant details to assist me.

I booked a condominium at Lei Lani #[redacted] managed by Luxury Gulf Rentals through TripAdvisor's FlipKey with booking reference number BR[redacted]1 and home number [redacted]. Unfortunately, we encountered problems during our 7-day stay, including being stuck in the unit due to a broken deadlock on the front door. Despite promises from Cindy at Luxury Gulf Rentals, the issues were not promptly resolved, and attempts to contact FlipKey/TripAdvisor have been unsuccessful. This experience has been extremely disappointing for my partner and me. As retired seniors looking forward to a winter vacation in Alabama, we are disheartened by this situation. Catherine Z. from Royal Oak, MI [redacted].