TripAdvisor Customer Service Issues

During our trip to Italy, we had two tours booked through Tripadvisor. Upon arrival, all museums and galleries were closed by the Italian Government, preventing us from attending. I was surprised that Tripadvisor did not inform me of the cancellations or provide a refund. I went online to cancel the trips myself, only to find out that there was a [redacted]% cancellation penalty since it was within 3-5 days of the tours. This seems unfair given the circumstances were beyond our control due to the government mandate. I kindly request assistance in arranging a refund for these cancelled trips. Thank you. - Pamela Burns ROME Activity: Faster Than Skip-the-Line: Vatican, Sistine Chapel and St. Peter's Basilica Tour Confirmation Number: [redacted] Booking Reference: [redacted]12 Date: 9 Mar [redacted] 2 Adults $[redacted] NZD VENICE Activity: Skip the Line: Doge's Palace Reserved Entry-Tickets to 4 St. Mark's Museums Confirmation Number: [redacted] Booking Reference: [redacted]62 Date: 11 Mar [redacted] 2 Seniors (originally booked as Children) $45 NZD

Hello, I'm Jack Alley, a private tour guide working with TripAdvisor experiences and Viator. I'm reaching out to discuss the potential cancellation of my account for giving private tours. Despite following cancellation policies, tours were canceled by customers due to the impact of the Coronavirus. This situation has left me without any work in Palm Springs, California. I'm asking if it would be feasible to receive a portion of my paycheck earlier, as I am not due to receive it for another two weeks. Thank you. Jack Alley

I am having difficulty getting in touch with TripAdvisor customer service representatives over the phone. I urgently need a full refund to my credit card due to COVID-19 impacting all activities in the area. My booking reference is BR-[redacted]96. Unfortunately, my vacation plans are in jeopardy as all attractions are closed or canceled. Despite my efforts, I was unable to reach anyone at TripAdvisor. The event I booked is with Arizona Outdoor Fun Rentals, their phone number is 1-[redacted]. I am under a time constraint as the scheduled event is next Monday, and I need to resolve this before the 72-hour window expires. Your help is greatly appreciated. Thank you.

I am reaching out regarding booking reference BR-[redacted]52. Given the impact of the COVID-19 pandemic, many people, including myself, are canceling plans. I specifically chose this London Eye skip-the-line ticket because it advertised free cancellation, as clearly stated in the email I sent with the attachment. Even though all tickets are being canceled and refunded due to current circumstances, I am disappointed that your company has not refunded my money. It feels unfair, especially during these financially challenging times, to keep customers' funds when travel is restricted. I urge you to review your refund policy, considering the unclear information on your website. I canceled my booking for April 28, [redacted], well in advance. I kindly request a full refund to be processed back to my credit card. Thank you.

Hello everyone, I am Paola Zuffinetti from Milan, Italy. I have translated English reviews from TripAdvisor into Italian for three years. Lately, I have encountered issues with my tablet as I am no longer receiving the reviews. I want to assure you that I am still eager to continue this task. I used to communicate with Ms. Elsie Chan from TripAdvisor in London, who promptly responded to my queries. However, I have not been able to reach her or anyone else for assistance. I am seeking a way to reconnect with the team responsible for sending me reviews to translate. I hope to resolve this matter soon. Thank you for your assistance. Goodbye for now.

I had booked to travel to Edinburgh on March 26, [redacted], but due to covid-19, I needed to change my dates to later in the year. The owner directed me to your customer service for assistance. After contacting you, I was advised to speak to the owner again for date changes. The owner suggested canceling the trip, refunding £[redacted], and rebooking later, adding additional costs. Concerned for my wife's health, we decided to cancel without rebooking. Shortly after, lockdown was imposed, preventing our travel. Despite the circumstances, I request a refund for the reservation at 6 St Bernard's Crescent Edinburgh, with reference BR[redacted]4. The deposit was made on January 21 and full payment on February 1. Alan B.

We rented a car in Puerto Rico from 2/8 to 2/14/20. Reservation #[redacted][redacted]. We purchased the collision damage plan through TripAdvisor with the rental from Easeway, indicated in policy #[redacted]64, for $77.00 on 1/27/[redacted]. However, upon arrival, Easeway refused to honor this insurance, causing us inconvenience and extra expenses renting a car elsewhere. We are requesting a $77.00 refund to the Discover card ending in [redacted] due to the unused insurance. Your prompt assistance in resolving this matter will prevent us from leaving a negative review and keep us as loyal TripAdvisor customers. Thank you. Anne and Roger G.[redacted] Leslie Road, Rowley, MA [redacted]. Phone: [redacted]. Email: [redacted]

I have a booking at Hotel Presidente in San Jose, Costa Rica, for 2 nights with 2 adults and 1 child. Our check-in is on 27/6/20 and check-out on 29/6/20. Due to British Airways canceling our flights, we are unable to go on our trip. The hotel allows cancellations up to 24 hours before check-in, but Trip Advisor's "manage my bookings" feature isn't working for canceling. The hotel's online guest services also don't permit cancellations unless the booking was made through them, which it wasn't in our case. The hotel says cancellations must be made via Trip Advisor, creating a loop. I believe it's now your responsibility to ensure the cancellation goes through. Please cancel the booking and send us confirmation when it's done. Thank you.

Dear forum members, For cancellations of bookings scheduled between now and 30 June [redacted] due to COVID-19, no cancellation fees will apply. Guests can adjust their booking dates through their account. If payment is due, the date can be postponed. If guests need to cancel, they will be fully refunded by cancelling through their account. Thank you, Syma Meyer --- Hello Stephanie, Considering the travel restrictions, it appears we cannot make it to France. It seems a full refund applies based on the policy. Sorry for the inconvenience. Kindly confirm. Amities. Syma Meyer --- Hello Stephanie, Considering current complications, I would like to cancel and recover the deposit based on Tripadvisor policy. I will dispute any attempt to charge my card and leave it to you to discuss the refund with Tripadvisor. Stay safe. Best, Stephanie Reference ID: BR[redacted]8

I own a winery that operates from my residence on a rural road, where I live with my two teenage daughters. Due to safety concerns, I wish to have the address removed from the listing. The business has been closed since 3/16/[redacted] due to pandemic restrictions. If wine sales resume, it will be by appointment only, not to the general public. I request the removal of the listing or, at least, the exclusion of operational hours, phone, email, and address details. Anyone contacting the current address is informed that the business is closed, and no messages are monitored. The establishment is Jean Farris Winery & Bistro, with the bistro permanently closed and wine sales restricted to appointments.

Hello, I recently communicated with an individual regarding an apartment in Florence after researching several options. The person, supposedly the apartment owner, provided a private Tripadvisor link for reservation. I transferred [redacted] euros but have since been unable to contact him via email. I suspect this may be a scam. How can I reach Tripadvisor to address this issue? I would prefer to speak with someone over the phone, ideally in Italy. I am also having difficulty contacting the bank where the payment was made. Any assistance would be appreciated. Here is the link the individual shared with me: [redacted]. Thank you.

Dear TripAdvisor, We have declined several booking requests recently, leading to a drop in our acceptance rankings. We believe this is unjust as there were valid reasons for these rejections. One request was from a client outside our region, likely facing travel restrictions due to the pandemic. Additionally, two requests were from guests with young children, contrary to our terms. We also turned down a booking at the guest's request as they found another property without incurring a fee. We acted in their best interest, yet our ranking was impacted negatively. We would appreciate a discussion on these matters. Thank you, Kevin & Clair P.

Booking Reference: BR[redacted]7 I am seeking urgent clarification regarding my holiday booking to Southern Ireland scheduled from July 25th to August 1st, [redacted], which I made through your company. The current concern is the potential necessity for quarantine upon arrival, making the trip unfeasible. I have been in communication with the accommodation owner, who mentioned a possible lifting of restrictions by July 20th. However, to make an informed decision, I am reaching out to request the latest information from your end. I am hesitant to make the final payment due tomorrow without clarity on the travel situation. I will also discuss the payment timeline with the owner, possibly delaying it until July 20th for updated details. Thank you, M. Kenny

Good afternoon, I am a representative from the Illinois Holocaust Museum & Education Center. A visitor contacted us with frustrations about purchasing tickets through Google via TripAdvisor. The reservation page incorrectly shows the "next available ticket" as 12:00 AM despite us not having timed tickets. Due to pandemic-related changes, our hours have been adjusted, possibly leading to visitors buying tickets for days when the Museum is closed. Currently, the TripAdvisor/Google ticketing system allows purchases on days we are not open. I am seeking guidance on how to address this issue as I am unable to make changes on my end. Thank you for your assistance.

My name is Omar Ali, and I am a Canadian-Somali interested in business opportunities in Puntland, Somalia. I have observed a significant presence of diaspora members here, many of whom are visiting for various reasons like business trips, weddings, family visits, land purchases, or vacations. I believe there is substantial untapped potential in the Somali sector for lucrative opportunities. Additionally, the level of security in the hotels here is as tight as that of an embassy, ensuring a safe environment. I am willing to assist in establishing an official presence and managing this aspect on your behalf. If you are considering expanding your portfolio, I am eager to collaborate with your team. Please feel free to contact me via email at [redacted] to discuss further. Kindly forward this message to the relevant person or department. Thank you for your attention, and warm regards to you and your team.

Hello, I need to update the information for an attraction in Penguin, Tasmania, Australia. About a month ago, I submitted a new listing for an attraction that was incorrectly labeled by TripAdvisor. The attraction labeled as "Penguin General Cemetery" should actually be listed as "Mosaic & Word Jumble Community Artwork." I have tried multiple times to clarify this error as the new artwork (Number 9) is distinctly located at 54 Main St, not at the cemetery (1 Main St). The photos clearly show that they are separate places. I would appreciate it if the correct name and location could be updated as follows: SIGHTS & LANDMARKS 9. Mosaic & Word Jumble Community Artwork Thank you for your attention to this matter.

I made a reservation through TripAdvisor kiwi.com, but I canceled before confirmation and got a refund email. I'm unable to select a refund via the original payment method. I messaged about the issue but haven't received a response yet. Today, I saw a message saying my tickets are processing, and I'll get more details after confirming. I have already canceled my booking and need my refund promptly. I have attached screenshots. My booking ID is [redacted] [redacted] [redacted]. Kindly process the refund as I can't afford to lose money like this.

Buona sera, vorrei contestare una recensione riguardante il Birrofficina City in via Fratelli Brigida 28, Termoli [redacted]. Desidero chiedere l'annullamento della recensione in quanto non corrisponde al regolamento e non è veritiera. L'incidente descritto non è accaduto nel nostro locale ma probabilmente in uno dei locali vicini, poiché durante il periodo di Covid-19 tutti i locali lungo via Fratelli Brigida hanno spazi esterni e tavoli vicini. Nessun cliente ha segnalato di aver ricevuto birra versata addosso da uno dei nostri camerieri, e nel caso in cui uno dei nostri dipendenti causi danni ai clienti, ci assumiamo sempre la responsabilità dei costi. Vi prego cortesemente di cancellare la recensione menzionata. Cordiali saluti, la dirigenza del Birrofficina City.

I am disappointed to see a negative review on my business due to Covid-19 restrictions. The reviews on TripAdvisor do not always reflect true customer satisfaction. One unhappy customer may leave a review while many satisfied customers do not. This bias affects businesses like mine unfairly. I believe TripAdvisor is responsible for this issue and should take action to prevent unnecessary negative reviews, especially during these challenging times. I hope for a prompt resolution. Regards, Gary H., Aldermaston Tea Rooms.

I believe there has been some confusion with a scam site using my name, Elissa Heyman. Their website, www.elissa-psychic.com, is misleading customers by using my genuine reviews to sell their products. Despite my efforts to clarify the situation, a victim's review on TripAdvisor, which is not related to my services done in person or over the phone, remains posted. Even though I have explained the situation on the platform, seeing negative comments such as "awful" and "fake" damages my reputation. This scam has been ongoing since late [redacted], causing financial losses to many individuals. I have reached out to various authorities and financial institutions to address this issue. It's crucial that TripAdvisor removes the misleading review that is affecting my Psychic Counseling and Spiritual Healing business. The scam site is a digital company based in Gibraltar, not affiliated with my legitimate practice.