trivago Reviews 

Contradictory hotel information, wasted time and ineffective customer support

I would like to acknowledge that Trivago's customer care has been polite and courteous. However, unfortunately, this has not translated into an effective resolution of my complaint.

I found an offer for Parrotel Beach Resort on Trivago displaying two contradictory descriptions simultaneously: “ALL INCLUSIVE” and “ROOM ONLY”.

This is a significant discrepancy concerning a fundamental element of a hotel booking. Customers should not have to guess which description is correct.

When I reported the problem, Trivago referred me to Sembo, the booking provider listed for this specific offer, and also to Algotels, another company within the Trivago Group.

However, Algotels does not allow customers to contact its customer service unless they already have a booking reference (PNR). This makes it practically impossible to report an issue concerning an offer before making a reservation.

Sembo, in turn, referred me back to Trivago, claiming that the prices and links displayed on its platform are managed directly by Trivago.

As a result, I have wasted a considerable amount of time contacting different companies, explaining the same problem repeatedly and trying to obtain a simple clarification, only to be passed from one company to another without anyone taking effective responsibility.

Polite customer service is certainly appreciated, but it is not enough when contradictory information remains displayed and customers cannot obtain a clear explanation or a practical solution.

I expected transparency, accountability and effective assistance. Instead, I experienced unnecessary frustration and a considerable waste of time. Unfortunately, my confidence in Trivago has been seriously undermined.

I received a booking confirmation and paid in advance, but I never received the access instructions for this self-check-in property, the SWISS STAR CALIFORNIA in Zurich.
Despite several urgent emails before my arrival, neither Trivago nor the property replied. The property's phone number was never answered.
Unable to access my room, I had to find alternative accommodation at a cost of almost CHF 200.
Only the next day did the property provide the access details.
I requested reimbursement from both Trivago and the property, but received no response.
Based on this experience, I cannot recommend Trivago and would strongly advise future travelers to be cautious when booking accommodations.

Dear trivago, this comment is specifically about trivago DEALS and the way my booking was handled.

I trusted your brand to book what was supposed to be a very special trip to celebrate my wife and my 20th wedding anniversary. Instead, just a few hours before our departure, I found myself completely abandoned.

For more than 48 hours I repeatedly contacted trivago DEALS by email and telephone, asking for urgent assistance regarding a serious problem generated during the booking process. Despite the urgency and the fact that my departure was imminent, I received no effective solution while there was still time to save our trip.

Only after our holiday had become impossible and we had been forced to cancel everything did trivago DEALS finally offer to refund the amount I had paid. A refund in these circumstances is simply the return of my own money for a service that was never properly provided. It does not compensate for the lost holiday, the stress, the uncertainty, the time wasted, or the disappointment of seeing such an important personal occasion ruined.

I chose your platform because I trusted the reputation associated with the trivago name. Unfortunately, my experience with trivago DEALS has been the exact opposite of what I expected from an internationally recognised travel company.

I have already submitted a formal complaint and I will continue to pursue every appropriate channel to protect my rights and to ensure that other travellers are aware of my experience.

I sincerely hope that trivago will review how trivago DEALS handles customers facing urgent booking issues, because no traveller should ever be left without meaningful assistance just hours before departure.

Grazie per la simpatia e la professionalità di: Antonella Martina Salvatore Giuseppe Gianluca

I am one of many Trivago’s customers and I have been using it for a while. However, since the last time I was seeking a place to stay to spend my holidays I had a very bad experience with such website. I invite all people not to use Trivago to buy online vacation packages; Trivago offers unreliable intermediary agencies, which deceive their customers (like me) who rely on apparently reputable and well known sites.
Because of what happened, I tried to contact the agency (Otel.com, commercial partner from Trivago) and Trivago as well but I realized that Trivago does not protect its customers and does not provide a customer care support for the ones that we deceived. In my personal experience, the travel agency through which I booked my holiday collected all the amount in advance (1,216.76 EUR) for a 1-week vacation at Resort SIKANIA in Marina di Butera and, only few weeks before my departure, I called the Resort to have more information and they told me the reservation was cancelled. I tried several times to contact the agency and ask for clarification; however, they have never answered my emails and my phone call and letters sent to their headquarters; they have also cancelled or modified the “tickets” I opened on their website. They just disappeared with my money.
In this specific circumstance, Trivago told me that they could not have been able to help me, which is insane giving the fact that I used Trivago to get to Otel.com.
Therefore, I believe that TRIVAGO, like the agencies it sponsors, IS NOT RELIABLE and I should receive a compensation for economic damage I suffered.

trivago is the biggest hotel metasearch, more than 500.000 hotels with the biggest OTAs, Booking, com, Expedia, but also cheaper as Olotel, Logitravel and Travelrepublic. Trivago shows all the offers in one website, good way to save time and money in the same site. I used it the first time to book a hotel in London, a super expensive city, and i found a good 3 stars hotel for 49€ in Victoria Station, breakfast included. Very useful is also the page with the reviews for every hotel, coming from differents OTAs, a quick way to know the quality of the hotels. Before I was using Booking.com, but now thanks to trivago I can find the same hotel saving 30%, and I can travel much more  Thanks trivago