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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]
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Trivago is despicable on many levels They excuse their behavior by claiming they are a meta-search engine and not responsible for the sites they direct you to Yet they know they are dealing with bad actors and continue to patronize these sites Why? Trivago was birthed by these sites; Trivago is in on the scam Here is the business model for these sites: They get the customer's money for a hotel room and send out a "confirmation" number These sites know that hotel rooms are highly "perishable" and hotels discount heavily to fill rooms at the last minute (Thirty-five cents on the dollar is better than nothing.) The idea is to bank the discount for a tidy profit, but if the hotel books up they (actually you) have a problem The site then blames the hotel for overbooking or a "supplier" for screwing up; your confirmation number is worthless They offer you a last minute replacement (always inferior) or your money back Also, they have had free use of your money from the point you made your deposit A classic "heads we win, tails you lose" con game Trivago should be held responsible; they are well aware of what is going on
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:
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Thank you for taking the time to contact trivago GmbH regarding this issueWe would like to address the comments and concerns which have been brought to our attention.All agreements that arise regarding a hotel booking are between the user and the respective external contracting booking
site (EasyToBook in this case)In particular, trivago does not act asorganizer or travel agency at any timeThe terms and conditions of the respective organizer or travel agency apply exclusively, especially regarding the right to cancel and to withdraw exclusively, especially regarding the right to cancel and to withdrawThe contact for the processing of bookings and payments, as well as questions about the contract, is the respective contracting booking sitetrivago remainsuninvolved in such contractual arrangements, agreements and claims between the user and the respective external contracting booking siteFor additional information regarding our terms and conditions please refer to ***However, we are currently in contact with both the user and the booking site (EasyToBook) in order to come to favorable resolution for all parties and are very confidentof doing so.We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Yours sincerely,
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.
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[redacted]...
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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 contacting us with this complaint.After checking our user support system it seems as though we have received no direct complaint from a [redacted] regarding the booking issues highlighted. We are very disappointed that [redacted] decided to file...
a complaint with the NYRevdex.com rather than come to us first so that we could provide the necessary assistance.We are very sorry to hear about [redacted]'s booking payment issue. However, I am afraid that trivago is not affiliated with [redacted] in anyway, we do not list their hotel deals on our site. With that said, it is not possible that [redacted] clicked on a deal on trivago that took her to [redacted].
Please note that as a price comparison site/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. However, we will do our utmost now to provide all necessary information so that [redacted]'s booking issue gets resolved. We will need her to forward her booking confirmation to us so that we can look into the matter further. If she did use trivago to find her hotel then it was not [redacted] that she was directed to from our site to make her booking. But we do need to figure out what site she was directed to and her confirmation should help us do just that. This can be sent directly to me at [redacted]
I would just like to provide you with a little more info on what trivago is and what we do. As mentioned trivago is a price comparison site/hotel search where 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.
I hope the above clarifies things from our side. We very much look forward to hearing from either you or [redacted] at your earliest convenience so that we can get to the bottom of this matter.
Kind regards,
[redacted]
trivago user support adviser 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]
I booked an online reservation, prepaid, and received confirmation. 2 weeks later, 2 weeks prior to the date of stay, I received an email that the property was full and I was being moved to another property 5 miles away. The reason we booked this specific property was to be in the downtown area. It is unacceptable to require prepayment, yet not hold to a "confirmed" reservation.
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]
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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].