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I am writing about using Trivago. They are fine until you have a problem, then there is no way to contact them for help. I used Trivago and booked a hotel via cancelon for March 2020 before COVID-19 hit. Both Trivago and Cancelon are not available for help. $405.00 is in their pocket. I will never use a third party booking service again.
My wife and I were extremely dissatisfied with our experience dealing with Trivago in making our reservation to stay at the Southernmost Beach Resort in Key West from January 18, 2020 through January 22, 2020. We had made the reservation on January 2, 2020 through Trivago, and we soon found out that Cancelon had booked the room with the hotel. On January 17, 2020, the day before our arrival, my wife called the hotel to confirm our reservation and to check to see if the room would have a microwave or, if not, if we could arrange to have one placed in the room. To her shock, she was told that there was no reservation in our name. My wife was told by the hotel representative, Thai, that the hotel had sent Cancelon a letter with stop sale dates, which included dates for the weekend we were planning to be there. Thai got Cancelon on the phone and the Cancelon representative said they never received a stop sale notification.
Only my wife’s persistence got the clerk’s supervisor involved. However, after approximately 50 minutes on the phone with the clerk and Cancelon the call got disconnected. I called the hotel and was told by Thai that the matter had been resolved. I was given a confirmation number, told that we would have a Deluxe Balcony King Room, and extra amenities would be placed in our room because of the inconvenience. We assumed that the matter had been resolved. After the call, we received an email from Logan with The Cancelon Team stating that our booking had been confirmed by “ms Thai” from the reservation team of the hotel.
On January 18, 2020, we arrived at the hotel at approximately 2:00 pm and when attempting to check in at the front desk we were told unapologetically by two desk clerks that we did not have a reservation because Cancelon had made a mistake – and that the hotel had no rooms and we were going to be sent to another hotel. This was totally unacceptable since we had been told the day before that we had a room, were given a confirmation number, and had received the email confirmation from Cancelon. Plus, my wife and I reserve the right to choose where we stay; the hotel doesn’t get to simply send us to some other hotel that may or may not suit our needs. Our situation was turned over to a supervisor named Mimi and we were told we would have to wait while she would try to get this resolved. Finally, after almost a two hour wait, Mimi informed us that they were able to find us a room.
My wife and I blame Trivago for this extremely poor service and horrible experience. We booked this reservation through Trivago, and put our trust in the fact that this reservation was being made correctly by Trivago. It was only at the end of the reservation process that we saw any mention of Cancelon’s involvement. Trivago may choose to use Cancelon but, again, we contacted Trivago to make this reservation, not Cancelon. So we feel strongly that Trivago must assume responsibility for this series of problems we experienced.
My husband and I are planning a trip to Vegas for Valentine's day (3 night stay). I was looking at hotel rates for Excalibur. Trivago showed $399.00 where many others were more. I usually read reviews ahead of time, but failed to this time. Ugh... I booked the room through Trivago, thinking I was getting a good deal. When I booked it, it never showed me that there were added fees or the total price. It should have been a red flag when it said no cancellation. About 10 minutes after I booked, I got an email that showed the total. $501.00. I was so mad, so I called the number (45 mins of ringing and recording of how important my call was to them), to a third party vendor, who sounded like they were in India and I could barely understand and I asked why it was now $501.00. Answer... Taxes and Fees. I asked to get a copy of it so I could see the breakdown.
He sent me a copy that showed taxes and fees $102.00. Seriously??? I should have booked directly through the hotel. I still have not gone on this trip, so I am praying my room isn't as bad as some of the others in the reviews. NEVER AGAIN WILL I USE TRIVAGO! IT IS BS. They should be sued for misleading people and have to show you ALL fees before you submit your payment. I will follow up with another review if my room is not acceptable at Excalibur.
Trivago's TV ads make them out as the go to site for the best hotel deals. Simply not true! You can go to any hotel chain's website and get a better deal at any time. You also are not dealing through a third party who will do nothing for you if you need to change your reservation. Trivago has nothing to offer!
I booked a room for 2 days and it said pay at the facility and they ended up charging me. I have booked before through a travel place ei booking and Travelocity and they did do that. They also didn't need to have another place take over. There is no contact number for them either. Just an email which I'm hoping I will get my money back. I would not recommend this place because you won't be able to get ahold of them.
What these booking companies don't tell you.... You cannot claim your Hotel rewards points when you book through Trivago. For example Hilton Honours points etc. Our experience booking 5 accommodations on our last trip to the USA through Trivago - every booking was in an inferior room and a million miles from the car park. The prices worked out more expensive! and it was very difficult to make a simple amendment to the booking.
This trip we booked through the individual Hotel websites. We got excellent rooms every time, we built up points and got a free night, the price was CHEAPER, and the process of amending a booking was simple through the Hotel website. It may take a little longer, but is well worth booking your accommodations through the Hotel websites themselves.
I booked a $44 hotel room thru Trivago the total cost ended up being over 75 dollars. I immediately canceled and requested a refund. 2 days now and I can't even get anyone to talk to me. It's like they fell off the face of the earth.. I found out they are located in Germany and yes they book your room, charge a HUGE fee for tax and other hidden fees, charge your card and then disappear. I'm telling you people DONT USE THEM. I just wonder how many other people they have done this to. It's called STEALING AND SCAMMING. PLEASE LET'S GET THEM SHUT DOWN. I will never see my money. I am not rich I don't have a lot. 75 bucks is a lot to me all I was trying to do was go have a nice NYE and now that is ruined. Thank you TRIVAGO for sticking it to me without any lube. YOU SUCK!!!
My brother passed away suddenly. We needed a hotel in Brainerd, Mn. I booked a room at the Holiday Inn in Baxter, Mn through trivago. After it was confirmed, I received an email saying they were sorry but the hotel was full. They claimed they had a comparable hotel for the same price. I agreed to that. The hotel was a dump dirty, noisy, old and was told the locals wouldn't stay there. When we spoke with other family members, we found out they booked the Holiday Inn 2 days after we were told they were sold out. My advise stay away from Trivago. When you call to complain, none returns your call.
In September 2019 I booked a hotel for 5 nights in Scottsdale, Arizona for a December arrival. The site required prepayment. I prepaid my 5 day stay. The booking was fully refundable. I noticed on my bank card that the charge was to a company called OTEL in Istanbul, Turkey instead of Trivago. Even my bank wanted to know if I had traveled to Turkey. Upon inspection, I found that Trivago uses “partners” to Actually perform the booking, hence, OTEL.
In November my plans changed and I no longer needed the reservation. I tried to cancel on the OTEL website and the pop-up I received repeatedly indicated that I had no reservation. “You have no trips”, it said. I resorted to online Chat with a Rep who said that she canceled the reservation and would send a confirmation email and my money would be returned within 2 weeks. Nothing happened. I kept trying to cancel online. A week before the scheduled check-in, I get a reminder about the reservation, so I emailed right away to cancel. The reply was that “it is too late to cancel”. So, I am out over $600.00 with no assistance at all. Don’t use this service!
My son and his girlfriend booked a trip from northern CA to Vegas for his 21st birthday. I paid for my son's trip (6 months ago). Arrived at the airport only to have them say Trivago had cancelled the reservation! The airport put them on the flight they were supposed to be on, but United’s plane broke down and the 6am flight became a 3pm flight. They missed their connecting flight in LA. They were supposed to be in Vegas at 10am and arrived at 9pm, they lost an entire day and the compensation they got was $10!! It’s outrageous. Won’t ever book thru them again. Super disappointed with trivago, united airlines and allegiant airport in Stockton,CA
I booked a hotel stay that offered free breakfast. When the email conformation came it said no meal plan. I have tried to resolve this issue thru several emails. The customer service is nonexistent! They are hiding in Germany. They take your money and do nothing except send endless emails. I will never use this website again! Buyers Beware!
So we booked a hotel online through Trivago and when we showed up at the hotel 3 weeks later we found out our reservation had been cancelled 3 days after we had made the reservation. Our mistake - I thought the confirmation went to my husband and he thought it went to me - we didn't realize that we never got a confirmation email until the day of our trip. Even so, they did charge our CrCard so we figured we would be ok. Luckily the hotel had some rooms (extra $100 night ugh... lesson learned)...
When I called 'LoveVacations' they confirmed that our reservation had been cancelled 3 days after we booked the hotel but couldn't specify a reason why. They also said they tried to contact us. I confirmed that they had the correct email for my husband so there was no reason we shouldn't have received the original confirmation and the cancellation. We even checked our spam and junk folders but nothing there - e.g. nothing was ever sent. In hindsight - I'm thinking they couldn't honor the night/rate they gave us so they just cancelled. Why we never got any emails will remain a mystery. They did say we should have a credit within 72 hours - we'll see. In summary - I'll never use this sight again and I will warn anyone I know to steer clear.
I booked a room late August 2019 in good faith, for the first time with Trivago. My confirmation came through for a different hotel. They told me to rebook the correct hotel with themselves and they would compensate me. This I did believing it to be safe because I have it in writing. Up until the 31st October 2019 they have been apologising for the delay. Now they have stopped communicating at all. I can't get them by email, phone, internet sites. They have become a ghost.
It's £100 that they promised me. Not especially a large amount but thank goodness for that. Imagine your frustration at not being able to communicate with a company that advertise Nationally and you think would be trustworthy. To be on the safe side I would advise not to trust your money with company because you have no way of getting in contact with them to query anything.
BUYER BEWARE TRIVAGO!!!! I wanted to share my story about booking a vacation on Trivago. I don’t want anyone to fall into the trap I did. I booked a vacation a few weeks ago to Cancun for six nights through Trivago. When I booked it it said it was through a “partner” called Love vacations or holiday (something like that..). Anyway in the process of booking it I duplicated the request which they were ever so eager to charge my card for almost 8k. I called the next morning to tell them I only wanted the one vacation and they told me they would not charge the second one since it was still pending and that it would take three days to confirm whether the booking they sold me was even available.... Are you kidding me? Thank goodness I hadn’t booked the airfare that night.
It took six days and about six phone calls to Mexico and England trying to get a real human to take a call and confirm this booking was even confirmed. I started to get anxious when I saw the nearly 8k charge went from a pending to an actual charge. I started reading bad reviews about this “partner”. Finally on the sixth day I got a call from someone in England and guess what? That room I booked was not available... I was furious. So I told them to refund the money and that they had still not refunded the double booking at this point either.
Two days go by and then they finally refund my money for both charges. I thought this was all resolved until today.. They charged my card again almost three weeks later for the same amount for a booking that they can’t fulfill! This is insane. I thought by going through Trivago a reputable booking site that this would be painless. However, it has turned out to be a nightmare. BE CAREFUL!
We booked our hotel online and tried to reach out to Trivago to cancel. There is no number to call to speak with someone, it is all through emails which they have not responded to yet. I would never book with them again! A very frustrating experience.
I made a reservation to stay at the same resort as my daughter who only gets to visit once a year, & received a confirmation letter. I got to the resort and was told they had no reservation. I had to go elsewhere, & was lucky to find a room in Clearwater Beach, FL as it was an event weekend which brings in tens of thousands people. This took away from the time I had to spend with my daughter, and left a very bad taste in my mouth for Trivago.
I used this site to search for a hotel room. I've had great success through Priceline and Hotels.com. Thought they were all trustworthy. Not so. I booked and paid for a room for my family. Two weeks before our trip I contacted the hotel and found out that the travel agency (Amoma - 3,000 reviews on one site with a 4.4/5 rating) listed on Trivago had actually sold my booking to a 4th party who cancelled the reservation after they were paid. Completely unreliable, and ultimately a scam. Untrustworthy
On Monday, September 23, I booked a hotel room at the Quality Suites Laval for Wednesday, September 25th. I never received the email confirming the reservation. But I printed the confirmation from the screen at the time of booking. Monday late afternoon, I am asked to cancel the hotel room, it was no longer required. Since I have never received the email, I do not have the link to cancel the room. I tried several times to cancel directly with Trivago. I am told that I have to wait 72 hours before receiving the confirmation email, which will never come. Then I am told that Trivago is a price comparison site, that they cannot access my reservation, that I have to contact the booking site used. Since I have never received the confirmation email, I do not know where the reservation came from.
I call the hotel directly, they say they have received a booking request by email from MIKI Travel. I am trying to reach MIKI Travel by email. No response from them. I tried to call the numbers provided on the screenshot, no signal, I cannot call from Quebec. I call my bank to stop payment, I'm told it's impossible. They confirmed that the transaction comes from Trip.Com Canada. I try again to send an email to Trip.Com, no response from them. In short, since Monday, September 23 and as of today, Monday, September 30. I have not received a reservation confirmation email or replies to the many emails sent. I booked over 500K$ in hotel and travels per year, this is so far the worst experience I had.
I made a hotel reservation because Trivago advertised a 12% discount. Then I received a receipt for payment 25% above the advertised price. I called the customer support within minutes after placing my reservation, but still had to pay a $60 fee for canceling it. Total scam.
Traveling 1200 miles, needed to stop halfway to rest for the night. Used Trivago, which transferred us to Booking.com, booked a room, paid, got confirmation number. Traveled two more hours down the road to hotel, long line, the clerk said there was no vacancy unless you had a reservation, we said we did and had confirmation number. He said he only had 1 reservation left and there were no more rooms, and ours was not the one he had. WE were S.O.L.. No energy left to drive, no room to rest in. This is totally unacceptable. These stupid sites OVERSELL reservations, don't verify availability. I'm guessing I'll probably have to fight to get that charge reversed, but haven't gone there yet, as I am still fuming about having to scramble around town to find a place. Motto 'Hotel... Trivago' should be 'NO hotel trivago'.
My husband was booking a hotel for a room in Fargo, ND. When he clicked the "book now" button it took him to a hotel by the same name in a different state (unbeknownst to him) so he completed the booking process. We didn't realize the issue until we arrived at our hotel to find that it was completely booked and we did not have a room there. I have been communicating with them by email (the only way to communicate since the company is based out of a different country--also something we did not know) for over a month now and have been told twice that a refund has been issued but I still do not have my refund. DO NOT USE TRIVAGO!
I had my second quinceañera at the Universal Hilton. Ms. Violeta ** helped me with everything I needed in the Banquet space as well making a room reservation so I can stay after the party. She also helped me make the reservation in Restaurant to enjoy with my family. In few words this hotel is the one I can recommended to do any kind of Events because of the experience and service I received since I started planning my event to the end. Thank very much Ms.Violeta ** and Mr. Jack **.
Trivago search led me to Oyo site through which I booked hotel at Mangalore and Manipal, both places the hotels refused honoring Oyo bookings and advance paid by self has also not been fully refunded by Oyo. Pls stop duping customers and stop recommendations through Oyo sites.
I booked a room on Trivago, which was cheaper. I received a booking confirmation and then 2 emails written by foreigners telling me my booking had been cancelled and the reasoning was not clear. Upon looking around I have found Trivago uses third party companies to do their booking and the price and availability is generally not live on their website. Use Booking.com as I have for years with no issues.
I booked thru Trivago a deluxe room with 2 queen beds for Las Vegas 2 months in advance. When I got to the hotel I was told only have 1 king bed so I had no choice but to take. I called Trivago when I got back and they did absolutely nothing for me and did not want to do anything. Terrible customer service.
Book my hotel at 10:35am with confirmation of room hotel and date. After 12 hours at 10:55pm received an email that my reservation was canceled and my money will be refund in 10 days. I called their 24 hour customer service and spoke to someone whose accent is worse than mine and saying I need to go to the website of that hotel and try if there still available room???? Explaining that it take 24 hours to confirm my booking which I never have in my email. The worse part they will return my money in 10 days. I felt I got scammed, false statement as well as no accountability for their mistake. As they just wanna use my money for 10 days somewhere else. Wonder how many people they do this every day.
I made an enquiry on the 15th June for a trip I have coming up at the end of August to Leeds. Trivago came up with a deal with Trivago and I clicked to go through and book. I was somewhat surprised to receive an email from the hotel recently asking me to review them? I then realised that the booking date had been made for the 15th June, the date I made the inquiry. Not only that, but the hotel made no attempt to contact me when I did not turn up. Expedia have told me that this happens quite often with links from Trivago, though they have behaved like "Gentlemen" and returned the money to me that the hotel took from my account. I think that Trivago cannot be trusted in view of this experience.
After hearing all the recent ads about "Last Room" I went to Trivago. To start with, the result of the search ended up with a "last room" available result. I was redirected to a partner to complete the reservation, to which I received a confirmation of the "order" but not a reservation. I was told I would receive the final confirmation within 48 hours. 48 hours passed and nothing. So I contacted the vendor. They indicated that the reservation was still being booked. They went to complete it while I was on the phone and now said there was no availability. They were not able to get me a suitable replacement. So I ended up with nothing 3 days later and proceeded to find an alternative (not as good or convenient) on my own.
I used trivago to book a room at Disney's Dolphin hotel in June. It was done through a 3rd party company called Global Travel. The listing showed the reservation included free parking and I called the company to confirm before I booked. Upon check out I was charged for 3 days of parking at $25 a day. After contacting Global Travel and going back and forth for 2 months my case was handed over to trivago. They did issue my refund though I wasn't happy to have to do it via PayPal (trivago required a swift code and my bank doesn't have one).
I realize trivago is not directly to blame for this but they allow these shady 3rd party agencies on their site. And I don't understand why it took 2 months for this to get sent to them or why the money couldn't go directly back on my card that I paid with. This never should've happened and definitely shouldn't have taken so long to resolve. From now on I will book directly with the hotel. I do not recommend trivago or the agencies on their site.
In March I booked a hotel in Pittsburgh for our 25th anniversary and a Phillies game. When my husband and I arrived at the hotel informed us that the reservation had been cancelled. The manager told us that had happened with many reservations. They researched this problem and found that the company Hotels For Everyone had gone out of business and cancelled the reservations they had made without notifying their customers. Needless to say they also did not refund any of us. Apparently Trivago does not keep up with their their 3rd party booking sites. I recommend that you STAY AWAY from Trivago!! We’re out almost $500 and I can’t speak to a person at Trivago!!! Subsequently, we had to book a different hotel that was double the price. I guess if something seems too good to be true it usually is!!!
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