Trivago Customer Service Issues

This past Saturday, November 3, [redacted], I used Trivago.com to book a hotel in Traverse City, Michigan for one night. I specifically filtered for a pet-friendly hotel due to my emotional support puppy. Despite making a reservation and payment through hotels.com, upon arriving at the hotel after a two-hour drive, I was informed they did not accept my puppy. The experience turned into a frustrating ordeal as I had to drive back home for another two hours, all for nothing. Although hotels.com assured me of a refund, the situation left me feeling distressed and disappointed with Trivago's service.

I used Trivago to search for a hotel in Kissimmee, Florida. I selected the Seralago Hotel through Hotels for Everyone and completed the booking process. However, I received an error message stating they needed more information and to fill out specific fields, which were not marked in red on the form. Despite my attempts to re-enter the information, I was unsuccessful. Later, I received an email from "Hotels for Everyone" confirming a reservation at Seralago and charging $[redacted] to my card, even though I was confused as I believed I booked through Expedia. After contacting Hotels for Everyone and Expedia, no resolution was reached, leaving me distraught as a senior with various disabilities and facing homelessness soon. I am desperately seeking help to rectify this situation.

Hello, I made a reservation through your platform with a hotel, but they have canceled my booking and are only offering a credit voucher. Upon contacting Stamford directly, they stated that the hotel is fraudulent and are not taking responsibility for the booking. I need assistance as we booked through your website, and this situation is unacceptable. We plan to book directly with the hotel, but the payment was already charged on our credit card. Could you please reach out to us? We have an email confirmation from the time of booking stating free cancellation until 18/12/18, and we believe this should be honored. You can contact me at [redacted]. My name is Vish. Thank you.

I made a reservation at Econolodge Inn & Suites in Orlando near Florida Mall through Trivago. I confirmed beforehand that they were pet-friendly as advertised on your site. When I arrived, I was surprised to find out they do not allow pets. I accept the responsibility for not calling in advance to confirm. I am a regular Trivago user and never encountered this issue before. Despite explaining my situation and the fact that my small, well-behaved dog is with me, I was informed about a potential $10 per day per pet charge. I feel I was rushed through the check-in process last night and wish I had been informed earlier. The hotel mentioned a $[redacted] deep cleaning fee for pets, which caught me off guard since I had already prepaid for 2 nights. Now, I am concerned about potential charges if my dog touches the room floor. I would appreciate assistance in resolving this matter as I cannot afford an additional $[redacted].

During our stay at Radisson Suite Hotel, my family and I had a terrible and unacceptable experience. There were cockroaches present in various areas such as the bathroom, rooms, living room, kitchen, and even near our beds. This situation was unprofessional and incredibly inconvenient. Traveling from Northern California without a break, we were exhausted and did not anticipate encountering pests in our accommodation. Instead of getting much-needed rest, we were kept awake dealing with the distressing sight of bugs and attempting to eliminate them. We are very disappointed in Trivago's failure to fulfill their responsibilities. We depend on them for reliable recommendations on the best hotels. Trivago should disclose such issues and conduct thorough research on the hotels they endorse rather than randomly suggesting them. Please prioritize conducting thorough research before making suggestions. We are seeking a refund and have already initiated discussions with the hotel. The hotel has requested us to contact Trivago first to facilitate the refund process. We have photographic evidence to support our claim.

I made a booking at Chitra Lodge in Thoothukudi for a check-in today and received a booking ID. The confirmation email addressed me as Churchill Joseph and provided the booking ID HTLECVT668. The check-in date is 18 December, and the check-out date is 19 December, with a check-in time of 2:00 PM. The email instructed me to contact the hotel directly at [redacted]7 or [redacted] for any special requests. However, when I contacted the hotel, they claimed they had not accepted bookings for the past three days, which left me feeling upset.

I am the proprietor of Priyanka International Hotel in Asansol, West Bengal. I want to address a concerning situation where despite not having any agreements with online booking platforms like Yatra, Travel Guru, or Trivago, our hotel is listed on their sites. A customer, Mr. Ravi Kumar, booked a room through Trivago via Yatra.com, made an online payment, and arrived at our hotel with a booking ID for a room reservation. This issue is impacting our reputation and causing difficulty for us. We were unaware of our property being listed on these platforms, leading to confusion when guests arrive with confirmed bookings. Please contact me at [redacted] to discuss and resolve this matter promptly.

I trusted that Trivago screened the booking companies listed on their site when I reserved a hotel through a link to Hotel Quickly. They charged my credit card the full amount, but then abruptly cancelled my booking a few days prior to my trip with a vague excuse. Instead of a refund, they offered only vouchers. This last-minute cancellation led me to pay significantly more for a new reservation directly with the hotel, on top of losing the original $[redacted] paid to Hotel Quickly. It is crucial for consumers to rely on Trivago to connect them with reputable businesses. This situation reflects poorly on both Trivago and Hotel Quickly. I believe that Hotel Quickly should refund the canceled reservation's cost, and they should be restricted from being featured on Trivago in the future. Your help with this matter is appreciated. - T.M.

Subject: Urgent Hotelquickly Booking Issue To whom it may concern at Hotelquickly, I am writing to address the cancellation of my hotel booking at The Fairmont Queen Elizabeth in Montreal, Canada, booked through your platform. My reservation was for February 13 to February 18, [redacted], and was confirmed under booking number #HTL-AE2-[redacted]25. On December 8, [redacted], I received an email stating that my reservation had been canceled, offering a credit voucher as a refund. I am dissatisfied with this offer, as I expect a full refund of $[redacted].05 CAD to my Visa ending in ...[redacted] as per our agreement. Despite attempts to contact your support number, I have not received a satisfactory response. I urge you to rectify this situation promptly by confirming my full refund within the next 24 hours. Failure to do so will result in escalating this matter through the VISA complaint process. I appreciate your prompt attention in resolving this issue. Sincerely, B.W.

Dear Sir, I made a hotel booking at SHAGUN RESIDENCY in Panipat for one night on 09/02/19 through MMT. After making a payment of Rs. [redacted], I was surprised to receive a WhatsApp message from MMT the next morning stating that my booking was for the same hotel in Vadodara. Despite trying to contact MMT, I couldn't get through. Determined to rectify the situation, I promptly canceled the non-refundable booking and discovered that the location had automatically changed to OLD VARDA ROAD during the booking process. I provided evidence to MMT via email, but after three days, they denied my refund request as I had not booked directly on their website, but through Trivago. I seek your assistance in getting a full refund as this has been a disappointing experience. Thank you. Regards, Amreek Singh

I made a reservation for accommodations as follows. I requested to cancel the booking for Feb 24 on Feb 22 when we arrived late at night. We were told to contact Trivago the next day. However, the phone number we dialed (1-[redacted]) had a message saying their office hours are only from Monday to Friday. Confirmation Number: DUSJ3YNSP7 Guest: Romy Zaragoza Check-in: Friday, February 22, [redacted] Check-out: Monday, February 25, [redacted] Payment: Credit Card Adults: 2 Rooms: 1 Location: Motel 6 Apache Junction AZ [redacted] E 29th Avenue Apache Junction, AZ [redacted] The manager, Fagun Shah, charged us the full amount but instructed us to email and have Trivago contact them to confirm the refund since we didn't stay on the 24th. Looking forward to your prompt assistance and reply. -RZ

Hello, my name is Charles. I made a reservation at Days Inn in Frederick, Maryland. I experienced some issues during my stay that I'd like to share. When I inquired about a late check-out upon arrival, the manager confirmed it and made a note. However, I was disturbed throughout the night by a persistent barking noise from a dog on the floor below. As someone with insomnia, the noise made it very difficult for me to sleep. In the morning, I was bothered by continuous knocks on my door at 11:10 am, even though I had arranged a late check-out with the manager. The staff member, Tony, made me and my girlfriend feel uneasy. I reported the incident to the front desk and spoke to Greta, the day supervisor, who acknowledged similar complaints from another guest about Tony. Greta attempted to issue a refund, but due to booking through a third-party site, she advised me to contact Trivago to address my dissatisfaction and request a full refund. I am disappointed with my experience at Days Inn in Frederick and would appreciate a refund.

A few months ago, I reserved a room at the Sun Beach Motel in Osoyoos, BC, Canada, from July 10th to 14th because it was advertised as a pet-friendly option. I booked through booking.com after using your search engine. However, I recently discovered that the motel only allows pets outside of July and August due to concerns about allergies and cleaning the rooms adequately. This information was not clear on all websites, and now I'm unable to bring my pet on this trip. I find this situation disappointing, especially since I selected this motel specifically for its pet-friendly policy. It's frustrating that I won't be able to find another place within the same price range and location that accommodates pets. I believe there should be accountability for this discrepancy, as it feels like misleading advertising by Sun Beach Motel.

I made a hotel reservation through your website. However, the confirmation email I received was for a different hotel altogether. Upon contacting both hotels, it was confirmed that the reservation was mistakenly made for the wrong hotel. I was informed by one hotel manager that this error is common due to outdated information on booking sites since they used to be part of a resort chain. Moreover, the hotel I was mistakenly booked at is not as advertised on Trivago. It turned out to be a substandard place with roach and bedbug issues. I had a local friend verify this for me. I have been attempting to reach out using the contact details provided in the email without success for two days now, which is highly unacceptable. My boyfriend and I want to cancel this reservation, but the email's cancellation policy is unclear. The booking was done through Hotels for Everyone. This situation is an obvious case of false advertisement, and I am counting on Trivago to rectify it promptly. Best regards, S.A. [redacted]

I made a reservation at Sunset Inn, [redacted] Sunset Blvd. #[redacted], Oregon, Colorado, for March 25 and 26. However, when I received the confirmation email #R[redacted], the room was booked at Hotel Sunset in Mount Abu, India. When I contacted getaroom, they claimed it was Travigo's mistake. They said they would investigate and let me know about a refund, but couldn't provide details or a timeline. When I asked to speak to a supervisor, the call was abruptly ended. I'm now stranded without accommodation for my only annual vacation, driving 11 hours to Cannon Beach on Monday. Any help would be greatly appreciated. Thank you, S. Hall.

We booked a room at Breaffy Woods Mayo on March 16th through a booking website. Despite being informed about WiFi, there was none in the rooms upon check-in. After multiple calls to reception, maintenance was brought by a bartender late at night, suggesting a room change that wasn't feasible with our children asleep. The issue only got addressed after several complaints the next day, resulting in moving rooms on St. Patrick's Day afternoon, causing us to miss the parades. The manager promised a prompt follow-up, which never happened. Subsequent follow-ups remained unanswered. This experience, in addition to a previous disappointing stay booked through the same site, has left us unsatisfied with the service received.

I made a reservation through your website, selecting Zen as the supplier, for the Adriano hotel in Torremolinos. Upon arrival, I was told there were no rooms available and was directed to the Hotel Natali. After coming back at 1:30 a.m., I was notified that my booking was canceled by hotelbeds.com and that there were no available rooms. I will be looking into my rights with ABTA regarding this unfortunate situation. It would be beneficial if you could verify the reliability of the hotel booking agencies you work with.

I was searching for a hotel near Pilanesberg National Park in South Africa and found one on Trivago's website. However, after clicking the link to make a reservation on Almundo's site, I realized the hotel was actually located in Rundu, Namibia, not the one I initially saw in South Africa. Despite having the same name, it was a completely different location. I mistakenly made a reservation and paid for it, but I need a refund as this was not the hotel I intended to book. I urge Trivago to contact Almundo to address this error promptly, as I am facing difficulty reaching Almundo for a resolution, and the reservation does not allow cancellations. I have attached a video demonstrating the mistake for reference. I hope this matter can be resolved before my upcoming trip.

I made a reservation at the Super 8 in Brooklyn Center, Minnesota. Unfortunately, I have been relocated three times already. The first room had maintenance work next to it, leading me to be moved down the hall. In the second room, the AC was broken, the control panel was missing, and the door wouldn't close properly. The third room has a clogged shower, a dirty sink, and noisy drilling outside until 9 pm. To make matters worse, there are people loitering around the doors, and it smells like marijuana. This environment is not suitable for my three-year-old child. I urgently need assistance in moving to a different hotel. Thank you.

I made a hotel reservation through Trivago on 4/6/[redacted] for the Oceanside Monterey Inn. Recently, my Google account was compromised by a company from Indonesia, resulting in unauthorized charges for services I did not use. I have since secured my Google account and will refrain from using Trivago in the future. I recommend Trivago improves its security measures, and I will share my experience with others considering using the platform. Thank you for addressing this issue.