We made reservations through your company in September of **** for February ****, but discovered two weeks before our trip that you had booked another location without our knowledge. We spent four complete days trying to resolve this with Canelon to finally change the hotel. We had to change the date which resulted in having to rebook the airline flight. Cost to us for this was $*,***.** additional cost to us. We feel this is your responsibility to compensate us for this cost since your company caused the problem. We checked with your company prior to the reservation date and were assured by your company the reservation was booked and established until we discovered your mistake.
GetHuman-darlag's customer service issue with Trivago from July 2018
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Re-reimburse us for the additional airline costs we had due to changing airline dates because of having to re-book the hotel reservation due to the error by your company with correctly booking the correct hotel. ... Sept. **,**** I made a reservation with Trivago to go to Manchabo Beach Aruba for Feb. *-** ****. I called the next day for the reservation. An itinerary number was sent, not a reservation number. I had many phone calls and emails to no prevail. For * months this reservation was not made to Manchebo. The reservation went to another hotel the Blue Villas. Canelon refused to help us to reschedule this trip, but placed us at a lesser hotel (condo) that they owned, called the Blue Villas. For two days and * hours I talked on the phone with Cancelon and they were not helpful and unpleasant to work with. Canelon continued to push us to stay at the Blue Villas. They pushed us to other properties they owned, but they were not what we wanted(I.eManchebo). Two weeks before we were to arrive, our friends were visiting there in Aruba and stopped by Manchebo and found there was no reservation at the Manchebo Hotel for us. I told Cancelon that this was their mistake and that they had to fix it and make it right. I wanted to make sure we stayed at the Manchebo Beach Hotel and these were the dates Manchebo had available March **- April * ****. I asked Canelon to book us and Canelon to make up the differrence in cost for the staying at the hotel since it had increased in price from our original request date when we booked*made the the request on Sep.**,****. I requested Canelon to cover the cost of the difference for the new reservation. On Feb.**,**** I finally had the reservation. This was very unpleasant experience working with you and your employees. Now due to the delay in our trip we had to change the dates and pay increase charges on the airline tickets to re-book the tickets,*due to their mistake. The total cost was $*,***.**. In conclusion we expecting Trivago to meet our expectations. Trivago failed to correctly full fill our request in Sept,****,when there was clearly rooms available for Feb.*-** ****. We expect Trivago to compensate us for the amount of $*,***.**. Over all this unpleasant experience dealing with Canelon to fix our problem. If this note is unclear I can send a detaileded time line of this complaint,conversations, and names. *Sincerely,*Darla M. Greiner*D*****@***.com
We had to discover the error on our own which Canelon would not originally take responsibility for and continued want to force us to accept a lesser venue. It took four days of discussion with them to convince them we would not change our minds on our hotel no matter how many discounts they offered to try to correct the situation. As the result of Canelon's error, we had to change the dates of the trip to get the hotel originally requested and re-book the airline flight. This cost us additional $*,***.**.
Pay us $*,***.* for the additional airline cost for re-booking the trip. This is the additional cost we had to rebook the airline tickets.
We are a first time customer and expected the request for reservation to be correct since the hotel had vacancies at the time of the booking (i.e. * months in advance). We expected your company to provide accurate booking information after the initial reservation had been accepted and paid. We contacted your company several times several times between September **** and early **** to verify our booking was correct and established. We were misled by your company about the reservation and hotel we requested. We feel we are honest and thought this could be a good method for booking trips in the future. We are not happy with the outcome and effort we had to go through to get this done. Cancelon made this very difficult to get it straightened out. They admitted it was their error finally.
This is our first attempt to address this additional cost we had due to the error by Canelon.
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