TripAdvisor Customer Service Issues

On 2-5-19, I mistakenly booked vacation rental BR[redacted]3 instead of BR[redacted]53. I contacted trip advisor immediately to rectify the error. The agent advised me to book the correct number and promised to process a cancellation for the wrong reservation and credit my account. I tried to book the correct unit after but found it was no longer available. When I called back and explained the situation to another agent, I was informed that unless I rebooked with one of their vendors, I would incur a fee of $[redacted].95. Despite working with a lady on the phone, they couldn't find anything within our budget. It seems their policy allows for a 24-hour cancellation period, known as a "cooling off period," but since we are traveling on March 1st, this period no longer applies. I am concerned about losing $[redacted] as we cannot afford such a loss on top of an $[redacted] trip. Your assistance in this matter would be greatly appreciated. Thank you. Frieda Balmer

I work in Adventure Sports and hold the role of Director in our company. Unfortunately, we are experiencing challenges responding to reviews due to not being able to access our response page. We discovered that an incorrect telephone number has been listed for our business, redirecting all our calls elsewhere. We need assistance rectifying this error, updating our contact number, and gaining control over our content to interact with our guests effectively. Kindly provide guidance on resolving this issue through email or by phone. We eagerly await your instructions on how to manage these contact details and address this concern promptly.

I received a defamatory review on my website. A guest booked a room on their wedding day via booking.com without informing me. I kindly called and texted for an estimated arrival time but received vulgar abuse in return. The guest demanded I be available after midnight to check them in. After reporting the incident to booking.com and the police, his booking was cancelled, and his deposit refunded. Despite this, he asked for a refund again later, which I provided evidence of already being processed. The guest, identified as Graeme Bolding, posted a negative review on Tripadvisor, stating I should have known it was his wedding day. I am a 70-year-old woman who found his behavior threatening and offensive. I seek assistance in removing his unjust review promptly. Thank you, Merril.

To Whom It May Concern, I would like to share an issue we experienced after booking a hotel through a link on Trip Advisor that led us to a provider named Travel Up. We booked a room at an MGM hotel in Las Vegas for our upcoming trip to the US in May [redacted]. After realizing we needed to change the room type, we were met with unexpected charges and uncooperative customer service from Travel Up. Despite agreeing to a cancellation fee and refund, we have yet to receive our money back after 4 weeks of waiting. We have encountered numerous negative reviews about Travel Up online, which has left us feeling concerned about their business practices. We understand the importance of doing thorough research before booking, but we had expected Trip Advisor to endorse reputable companies. We hope Trip Advisor can consider not promoting companies like Travel Up to prevent others from facing similar challenges. We seek clarity on how Trip Advisor views companies that mistreat customers like Travel Up. Kind Regards, Warren

On February 8, [redacted], a negative review was posted by Michael M. on Trip Advisor regarding a non-refundable booking experience at our hotel. He initially paid for one night per policy, which was later refunded and communicated via email. However, the review unjustly portrays the hotel in a negative light over this matter. We kindly request Trip Advisor to promptly remove this misleading review from their platform. Thank you for your swift attention. Dan, Manager Surestay by Best Western, Downtown Phoenix Property ID: [redacted]

I had a terrible experience with the desk manager at the hotel. I booked a room based on the picture on the website and paid in full. I was told at check-in that I needed to pay an extra $[redacted] until departure and it would be refunded in 7-10 business days. However, our room was on the 8th floor with non-working elevators. After 3 hours, we were finally moved to a room on the 2nd floor. Despite this inconvenience, I was told I couldn't get a refund because the Tripadvisor representative I spoke with had no record of the additional payment. We paid $[redacted] for our stay from 2/15 to 2/17, and an extra $[redacted] was supposed to be refunded if our room was suitable. This experience was incredibly frustrating, especially considering my husband's need for back surgery and the difficulty he faced climbing the stairs. The only person who showed kindness was a cleaning lady struggling to clean the rooms on the higher floors. It's disappointing that the hotel couldn't trace the money we paid despite having the confirmation number. I hope to get some of our money back. Thank you for your assistance. - T.

I have resubmitted my listing for updates multiple times, but it keeps getting rejected even though it complies with the guidelines. Apart from "Escape Rooms," my business offers outdoor adventure games, and I want the listing to reflect this. With 49 reviews, I never rank near the top among things to do in Albury, while places with fewer reviews appear higher. My listing should not only be categorized under "Escape Rooms" but also under "Other Fun & Games," "Scavenger Hunts," and possibly "Walking Tours" as players explore the area. Despite being #1 for Fun & Games in Albury, it doesn't show up in "Things to Do in Albury" or the top picks. I've enhanced the listing with more photos and reviews, but I've seen zero improvement in a year. If I can't improve its position on the main Albury page, I will stop promoting TripAdvisor in my emails and marketing efforts as it seems like a waste of time for me and my team. What's the point of investing more in TripAdvisor if it can't elevate the Escape Room Albury listing?

Hello TripAdvisor, I am reaching out concerning Ada İstiklal, a cafe in Turkey. Our TripAdvisor profile is outdated as there has been a change in cafe ownership. Despite attempts to contact TripAdvisor via email weeks ago, we have not received a response to update our account with the new management details. The current phone number listed on our profile is incorrect and needs to be changed to [redacted]1. I, Gizem from the marketing department, manage communications for the cafe and can be reached at [redacted] We kindly request your assistance in either helping us regain control of our current account or deleting it so we can create a new and accurate one. The misinformation on the current profile is negatively impacting our cafe's reputation and business. We appreciate your prompt attention to this matter and look forward to your response. Thank you, Gizem

Dear Tripadvisor, I am reaching out regarding "The Great Escape Hyderabad," a live-action role-playing game in Hyderabad. We have a listing on Tripadvisor under the name "The Great Escape Hyderabad." Could you assist us in updating and verifying this listing? Unfortunately, we are experiencing issues receiving the OTP code for our business number: Business phone number: +91 91[redacted]5 I would greatly appreciate your prompt response. Thank you. Sincerely, Shabarinath

Hello, I am Dr. Elsa from Cochin, Kerala. Prior to December [redacted], I owned a partnership firm named Dr. Elsa's Ayurcare. Since closing it in December [redacted], I have noticed that the firm is receiving negative reviews that I believe are unrelated to my actions. It seems someone may be misusing my professional title for their own gain or as an act of revenge. I kindly request assistance in removing the account for Dr. Elsa's Ayurcare from Trip Advisor to address this issue. Thank you. Dr. Elsa Mary Kurian

I am dealing with a client who is unhappy after a boat trip due to a miscommunication with the crew and an extra US$8 taxi charge to enter the pier. Despite my attempts to resolve the issue by offering a refund and a discounted trip, the client is threatening to post negative reviews in various languages on different dates. I have the email correspondence to share if needed. Thank you for any guidance on this matter. Sincerely, Wolfgang

I have chosen not to advertise on TripAdvisor due to concerns about inaccurate reviews being posted on the site. Recently, there were a couple of negative reviews from individuals who had been barred from our establishment for disruptive behavior. It seems they used TripAdvisor to seek revenge. I believe it is TripAdvisor's responsibility to verify the legitimacy of reviews before they are posted. Most reviews on our website are positive, except for those that seem malicious. I am disappointed by a misleading review featuring a picture of a steak and mushrooms in a box that portrays our food and service unfairly. The complaint about a delayed meal was unfounded, as the customer had not made a reservation and we were busy with other bookings and preparing for a large event. The picture of the steak in a box does not reflect our usual standards, as the customer specifically requested a well-done steak without any pink, which was served as requested. I kindly request TripAdvisor to remove this misleading photo and use more accurate representations of our establishment. I have sought legal advice, and I believe this post is damaging to our business. I urge you to take prompt action to address this issue. Looking forward to your response, Paulette & Dave

Hello, I am an enthusiastic traveler who has written a total of [redacted] reviews. I strive to provide valuable feedback that is well-received by readers. However, I have noticed a missing feature on TripAdvisor - the option for some form of identification. I believe many others have likely requested this feature as well. Having some form of ID would be beneficial in showing tour guides, restaurant owners, and fellow TripAdvisor contributors that we are genuine individuals. I kindly request that TripAdvisor considers implementing this feature. Thank you for your attention to this matter. Warm regards, Randy Tkacs from Palm Bay, Florida.

A review was recently posted on my account by an individual who never stayed at my establishment, Northern Nights Inn. The review does not mention the accommodation because this person did not visit. I feel personally attacked by this false review on Trip Advisor's public platform. I believe Trip Advisor's purpose is to provide accurate information from actual guests to potential visitors, not to be a forum for baseless attacks. I request that the review be removed from the Northern Nights Inn page. If Trip Advisor supports reviews from individuals who have not experienced the venue firsthand, I prefer not to be associated with the website. Allowing such reviews undermines Trip Advisor's credibility and goes against the mission of supplying valuable information from genuine clients.

On March 24th, my partner and I had a spa trip planned to Chocholowska Thermal Pools. When I called to confirm the departure time, I was told the trip was no longer available, despite having already paid for it and seeing it advertised online. I was offered a trip to Banian Spa as an alternative, with assurances that the experience would be the same, just in a different location. Expecting a similar experience, we proceeded with the new plan. However, upon arriving at the spa, we were surprised to learn that nudity was required to use the facilities. Feeling uncomfortable, we left without enjoying the spa, which was the main highlight of our trip. I raised my concerns with a staff member at Discover Cracow (Mateusz Duczymiński), who advised me to contact TripAdvisor as he was unable to assist further. This unexpected difference in spa experience between locations has left us disappointed with the trip arrangements. Sincerely, Mr. P.

Dear Sir/Madam, I am writing to express my dissatisfaction with the quality of service I have received. I contacted you on Friday, March 22, [redacted], regarding an issue with my credit card. I used it to make reservations on Trip Adviser for accommodations in Rome, Italy. The reservation numbers are BR [redacted]8, BR [redacted]8, and BR [redacted]8. I paid deposits of [redacted].35 Euro, [redacted].48 Euro, and [redacted].56 Euro, but all three reservations were declined. The pending payments have caused my credit card to remain blocked for almost two weeks. I was informed that the funds would be returned within 3-4 working days, no later than Monday, March 25, [redacted]. However, as of today, Thursday, March 28, [redacted], the payments are still pending. I request a prompt resolution to this matter and the immediate return of my deposit to my bank account. I had a positive opinion of your services before this incident, but now I feel compelled to warn others. I await your response confirming that this issue has been resolved. Sincerely, Hana Katzourakisova

Good afternoon, The rental has been cancelled by the owner. I have made a deposit payment for this unit and have not received any responses to my messages. I need assistance in getting my money refunded. Please advise. Congratulations on booking your vacation rental! Laura C has confirmed your booking and processed your payment. Booking Reference: BR[redacted]7 Deposit Paid: EUR92.40 Payment Method: Visa. The remaining balance of EUR264.00 will be charged on 04/04/19. Contact us for any inquiries. Booking Information: - Rental: Apartment Fira Barcelona wifi - Location: Barcelona, Catalonia - Dates: May 12, [redacted] - May 16, [redacted] - Guests: 2 Cancellation Policy: You can cancel free of charge within 24 hours of booking. Please review the cancellation policy for details on refund amounts based on the cancellation date. Secure your payment by paying through the TripAdvisor website. For more information, refer to the Common Questions section on bookings.

Dear Sir/Madam, On March 24th, [redacted], I made a hotel reservation for March 24th to March 25th through TripAdvisor. Unfortunately, my initial booking was unsuccessful, although my account was charged Rs. 1,[redacted]. I suspect there might have been a technical glitch. I attempted a second booking with the same outcome - my account was charged Rs. 1,[redacted] without a confirmed reservation. Subsequently, I booked successfully through Goibibo. I am still awaiting a refund for the failed bookings. Please see the attached bank statement for verification. Kindly process the refund promptly, or I may need to pursue legal action. Thank you, Sushant

Dear Sir/Madam, I made a hotel reservation on March 24, [redacted], through TripAdvisor for March 25, [redacted]. Unfortunately, the first booking didn't go through, but my account was still charged Rs. 1,[redacted] (A/c XXXX9871 to CCAYatraOnlinePvtLtd). I suspect there was a technical issue. I tried booking a second time with the same result – my account was debited Rs. [redacted], but the reservation wasn't confirmed. I then successfully booked through Goibibo. I have yet to receive a refund for the failed bookings. I have attempted to contact your helpline but have been informed that the number is not valid. Please refund my money promptly to avoid legal action. Sincerely, Sushant

My spouse and I have reserved and paid for a voyage from Dubrovnik to Kotor Bay, which has been confirmed. We received your email with details of our lodging in Dubrovnik for our excursion on April 15, [redacted]. Booking reference: BR-[redacted]96. I am unable to contact the tour operator or Tripadvisor directly. Our staying place is Villa Four Winds at Kuniceva 23, Old Town, Dubrovnik [redacted]. Unfortunately, the Reply button in your email directed us to the internet instead of the tour operator. Consequently, I am responding to you directly in hopes that you can pass this information along to the appropriate party. Alan & Margaret Y.