Acorn Landscaping & Maintnance

Dear *** ***,Firstly, we are very sorry to hear that *** *** had an issue with the booking payment and the resort fees in particular. However, we would like to make clear that as a hotel search and price comparison site, trivago is not involved in the actual reservation between the user,
the booking and the hotelWe do not take payment for any bookings, we merely compare the deals available for the various booking sites, once a user clicks on view deal, they are directed to that particular booking site offering the deal to make the bookingIn this case, the booking was made with ***.One of our user support agents has assisted *** *** directly and has been informed by CancelOn that he has been refunded the resort fees by the hotel and by the booking site an additional discount for the inconvenience caused.With the above information, we consider the issue closedIf *** *** would like further information from our side he should feel free to respond to our user support team and they will assist him where possible.Kind regards, James M***trivago user support

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:Nothing has been resolved and have been offered no solution to the circumstance I am still in All that was done was state that the company has no fault over what is now being called a mistake It took over a month for the company to notice an oversight and then simply just cancelled my bookingTrivago only responded to me now because I had to contact the Revdex.com to pressure themI repeat that Trivago should seriously consider to stop promoting publications from the *** website , and that *** truly attempt to correct the problem they have left me inI expect to be able to book a hotel of my choosing at the price point I had already paid them Sincerely,*** ** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Dear *** ***, Thank you for taking the time to provide us with your feedbackWe are very sorry to hear that you had this issue with your booking.Please note that on trivago, users can search and compare different hotels and prices on our siteWe pull information from multiple OTAs (online
travel agencies) and display the prices togetherHowever, once a user clicks through to ‘view deal’, they are directed to the appropriate booking site which provides that price to complete reservation and payment detailstrivago doesn't actually have any involvement in the making of the booking.Please bear in mind trivago keeps no records of the transactions made through the booking sites and cannot alter or access your booking in any way I am afraidIf you remember the booking site, you made your reservation with, please contact them directly to inform them of this additional chargeAlternatively, you can look at your credit card statement to see if the company’s name is displayed next to the chargePlease let me know if we can be of any further assistanceIf you prefer you can get in contact with us directly at *** Kind regards,Páraic O'M***trivago user support

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Dear [redacted],Thank you for taking the time to leave your feedback.As you have been in touch with us directly, I am confident that we can assist you in finding a satisfactory resolution. Please do respond to our latest response to your direct email so that we can fix the issue as soon as...

possible.Kind regards,James M[redacted]trivago user support.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that the resolution offered by Trivago meets the requirements of my original request in that a) the difference of the currency conversion error was returned, and b) the company has noted they will investigate the source of the problem so that future visitors will not encounter similar problems. I will say that, despite the discrepancy, communication between myself and the representative from Trivago was always curteous and polite. I also appreciate the assistance of the Revdex.com to resolve the matter, and as far as I'm concerned, it is indeed resolved. Sincerely,
[redacted]

Hello [redacted],As previously explained, no bookings are made on or though trivago. [redacted] made his booking with [redacted]. They have informed us that he has been refunded the mistakenly charged fees by the hotel and Cancelon have also applied a 10% discount for the inconvenience.We will remain in direct contact with [redacted] to confirm the above and assist him where possible. However, as explained, trivago is not involved in the booking transaction between the user, the booking site and the hotel. We merely display and compare the deals available from the booking sites as a free service to our users. Kind regards,James M[redacted]trivago user support.

Dear [redacted], Thank you for contacting us regarding [redacted]'s booking issue.  He contacted us on the [redacted] December to alert us to his booking issue and the error on our site. We last contacted him on Monday the [redacted] requesting his payment information in order to refund him for the...

incorrect booking and also to cover the difference of his new booking. Therefore he will only pay as he had initially intended when making his original booking. We are looking forward to hearing back from him so that we can get his issue resolved as swiftly as possible. Should you require any further information from our side, please do let me know. Kind regards,Paraic O'M[redacted]trivago User Support.

Dear [redacted],Thank you for alerting us to [redacted]'s complaint. It looks as though [redacted] has not contacted us directly to date so that we could assist her with her very serious complaint.First of all, I would like to express our sincerest apologies that she had such a terrible...

experience with her CancelOn booking. I have contacted CancelOn's management directly toinform them of the complaint and express my concerns regarding the booking issue and the lack of compassionate customer service she experienced in the aftermath. From our perspective it is simple not good enough and we will make sure that [redacted] is refunded in full at the very least.I would just like to clarify things from our side if I may. [redacted] made her booking with CancelOn via trivago Express Booking, where we act as the facilitator in the booking process. However, as a hotel search and price comparison site, trivago does have access to the Express Booking info, but is not responsible for the communication between the booking site and the hotel. We cannot alter a booking in anyway. The fact that the booking was not in the system of the hotel would be the fault of communication between CancelOn and the hotel, we have no control over this.As I write this, I have received an immediate response from CancelOn informing me that they will contact [redacted] immediately to assist her. If she would like to get in contact with me she can do so at [redacted] and I would be more than happy to assist her further.Should you have any further inquiries, please do let me know.Kind regards,Paraic O'M[redacted]trivago User Support North America.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and the matter has been resolved.Trivago has informed me that they are not responsible for transactions arising from their website and they directed me to an unaffiliated third party...

to find resolution.Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Dear [redacted],Thank you for taking the time to leave your feedback.We are truly sorry to hear that you experienced a geocoding mapping error on our site. We only wish you had contacted us directly so that we could assist you and resolve the matter. As you have experienced, we unfortunately...

had the [redacted] in Lake Wales, FL incorrectly mapped to Concord, CA. We are really sorry that you encountered this error and the inconvenience it must have caused you.Could you please forward your booking confirmation and the screenshot you have mentioned to me at [redacted] and I will take care of the matter right away to that you are fully reimbursed for our mistake.I look forward to hearing from you at your earliest convenience.Kind regards,James M[redacted]trivago user support.

Dear [redacted], Thank you for alerting us to [redacted]'s booking issue. We have been in direct contact with him and have offered to reimburse him for the C$31.40 he was additionally charged. We would just like to make it clear that this error was not the fault of trivago but was on...

the side of Priceline. We will be addressing this with them directly so that no other trivago users have the same experience as [redacted] has had.It is worth keeping in mind for future reference that as a hotel search and not a booking site, trivago keeps no records of the transactions made through the booking sites and cannot alter or access a booking in any way. In order to make any changes, cancel, or confirm a reservation, one needs to contact the booking site which you used.On trivago, users can search and compare different hotels and prices on our site. We pull information from multiple OTAs (online travel agencies) and display the prices together. However, once a user clicks through to ‘view deal’, they are directed to the appropriate booking site which provides that price to complete reservation and payment details. trivago doesn't actually have any involvement in the making of the booking. We hope the above clarifies things from our side. Should you require any further assistance, please don't hesitate to ask.Kind regards,[redacted]

Hello [redacted],Thank you for your response.I am afraid I have been unable to open your PDF attachments. Perhaps you can resend or even send to my email directly, [redacted]In terms of [redacted]'s complaint, we have agreed to honor the price as he requested. He will receive his reimbursement from trivago this week. We will then consider his case closed once that has happened.Should you require further feedback from our side, please don't hesitate to ask.Many thanks,Páraic.

Dear [redacted], Thank you for providing us with [redacted]'s complaint.First of all, we are very sorry to hear that [redacted] has had this inconvenience.A member of our Hotel Relations team will contact [redacted] [redacted] immediately in order to assist him with his account issue...

and help resolve it to his satisfaction.Should you require any further information from my side then please do let me know.Kind regards,Páraic O'M[redacted]trivago user support.North America.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I did receive a call from Samuel at Trivago and he apologized for the misunderstanding. He assured me that we would receive a refund on our credit card. As of today it has not hit our statement.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

It is an auto answer. I don't want anything from Trivago. I want them to be required to provide legitimate contact information and have disclaimers on there ads. This company is a scam and crooks.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear [redacted],Thank you for contacting us with [redacted]s complaint. We are disappointed that [redacted] did not reach out to us directly for assistance prior to contacting the Revdex.com. Our email address is [redacted] and we can also be contacted through the contact forms available in our support...

center pages on our website - [redacted] In terms of her booking issue, we are sorry to hear that she booked the wrong date. However, it is important to bear in kind that as a hotel search and price comparison site, trivago is not involved in the booking process between the user, the online travel agent and the hotel, and therefore cannot, in any way, claim financial responsibility for the transaction process between these parties.On trivago, users can search and compare different hotels and prices on our site. We pull information from multiple OTAs (online travel agencies) and display the prices together. However, once a user clicks through to view deal, they are directed to the appropriate booking site which provides that price to complete reservation and payment details. Once a booking is made on the website of a third party, a contract is concluded between the booking site and the user, and therefore no contract is concluded between the user and trivago. When making a booking online, it is always advisable to confirm all the booking details, including the dates, prior to entering any personal or payment details. The booking site's or hotel's booking T&Cs are also available on their site, these should be read before making any booking so you know what you are paying for. trivago keeps no records of the transactions made through the booking sites/hotels and cannot alter or access a booking in any way. We merely display the deals from the booking sites. In order to make any changes, cancel, or confirm a reservation, you need to contact the booking site/hotel directly. Only they can amend a booking, trivago cannot.I hope the above clarifies everything from trivago's side. Should you require any further information please do let me know.Kind regards,Paraic O[redacted].

Dear Revdex.com, Please note that we have acted as mediator between [redacted] and [redacted] which has resulted in her being refunded the resort fees. We are really pleased that we could assist her in this.  In order to clarify things from our side it is important to note that as a hotel search,...

trivago is not involved in the booking process between the user, the online travel agent and the hotel, and therefore cannot, in any way, claim financial responsibility for the transaction process between these parties. On trivago, users can search and compare different hotels and prices on our site. We pull information from multiple OTAs (online travel agencies such as Expedia or Booking.com) and display the prices together. However, once a user clicks through to ‘view deal’, they are directed to the appropriate booking site which provides that price to complete reservation and payment details. trivago doesn't actually have any involvement in the making of the booking.  However, it goes without saying that we are more than happy to provide our users with all necessary assistance should they have any difficulties with the booking site they booked through. We hope that the above explains everything from trivago's side. Please don't hesitate to contact us if you require any further information. Kind regards, [redacted]

Dear [redacted],Thank you for providing trivago with this complaint from [redacted].We would like to make it quite clear that although we are very sympathetic towards [redacted]'s situation, she did not make any sort of transaction with trivago.The gentleman in question, Mr. Mark K[redacted], is not,...

nor ever has been an employee of trivago GmbH. trivago is a hotel search and price comparison site, not a booking site. It is not possible to make bookings on trivago or over the phone with a trivago representative.On trivago, users can search and compare different hotels and prices. We pull information from multiple OTAs (online travel agencies) and display the prices together. However, once a user clicks through to ‘view deal’, they are directed to the appropriate booking site which provides that price to complete reservation and payment details. trivago doesn't actually have any involvement in the making of the booking or the subsequent transaction.At this stage, we would recommend that [redacted] contact her bank/credit card company to dispute the $490 charge. We would also very much like for her to get in contact with us directly to provide as much information regarding this Mr. K[redacted] in question and the company he is actually representing. She can send all relevant information to [redacted] FAO James M[redacted] which will then be forwarded to our legal department for further investigation.I hope that the above clarifies things from our side, the actual trivago.Kind regards,James M[redacted]trivago User Support - North America.