trivago GmbH

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 ***, 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.comOur 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 dateHowever, 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 partiesOn 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 detailsOnce 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 detailsThe 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 wayWe merely display the deals from the booking sitesIn order to make any changes, cancel, or confirm a reservation, you need to contact the booking site/hotel directlyOnly they can amend a booking, trivago cannotI hope the above clarifies everything from trivago's sideShould you require any further information please do let me knowKind regards, Paraic O [redacted]

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:
It is an auto answerI don't want anything from TrivagoI want them to be required to provide legitimate contact information and have disclaimers on there adsThis company is a scam and crooks
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

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.
Sincerely,
[redacted]...

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.

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] 
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].

Review: I purchase hotel stay online through Trivago website. they directed me to the site called [redacted] I paid in full for my hotel. When I checked out from the hotel they charged me $101 resort fees.

I was not informed that I can occur any additional fees. and I should have been told that I would have to pay extra fees, this is not honest way of doing business.Desired Settlement: please refund $101 "resort fees" charged to me by the hotel.

Business

Response:

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]

Consumer

Response:

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,

Review: Hi Madam/ Sir

On Dec ** 2015 & Dec ** 2015 I booked a room at [redacted] Hotel Ottawa. The price was C$217.43 in Trivago. When I clicked on the deal it took me to [redacted]. They charged the price in US$ 217.43 + a sevice fee US$14.99 = CS311.92+C$21.5 each.

So Instead of 217.43 I had to pay C$333.42 which I had noticed when I got my credit card bill. I called reservations. com and [redacted] hotel . I left a message for the customer service and they are putting the blame on each other. [redacted] says that the are not aware about the [redacted]. I was using Trivago. Still all the prices are advertised in Canadian dollars. When I paid the amount showed up as $217.43. There was no mention of C$ or US$ along with the price amount. It was mentioned somewhere in the fine print that all the prices are in US dollars which I noticed after negotiating with them . So it is obvious that it was misleading advertisement . Why don't they add the C$ or US$ along with the price? An average customer won't check their credit bill and they can get away with it.

As a Canadian booking from Canada to stay in a Canadian hotel, why should I pay in US$ with this high exchange rate. It is not justifiable to advertise in one dollar and charge in another dollar and is taking an average customers ability to dispute.

When I negotiated with [redacted] , initially they were willing to reimburse the fee. When it went to the top level they noticed that I am not a powerful customer to fight back they took the offer back.

When I talked to Elgin Customer service they said that they have no control over when others are pricing on the internet and they are not aware about this company. So I asked them if I can put a price according to my choice without their permission, they don't have an answer. They said that the top management will call me and I waited for 3 days and I didn't get a call yet.

When I used Trivago 4 months ago, nobody charged me the extra fee or in US$. With that experience I didn't doubt any malpractice.

So I would like to get a reimbursement for my over payment. Also I would like to see changes in kind of advertisements cheating the ordinary customers who lives on a limited income. I am sure I am not the only one customer who was tricked like this.

I have to mention that they are charging all other services in C$ and the room charge in US$.

Here is the copy of my credit card bill. Let me know if you want a full copy.

Dec. **, 2015

Dec. **, 2015

HOTEL[redacted] ###-###-####, WA 217.43 USD @ 1.434576

$311.92

Dec. **, 2015

Dec. **, 2015

[redacted], WA 14.99 USD @ 1.434289

$21.50

I expect an inquiry in this matter and a favorable reply

Also let me know if I can complain to any other agencies to prevent this kind of practices.

Thanks

[redacted]Desired Settlement: Reimbursement of the the difference in advertised price and charged price which is

C$333.42 -C$217.43=CS115.99

Also

1. charge in advertised currencies.

2. print C$ in front or end of the payment instead of printing it in some other places in letters in the RECEIPT.

3. Warn the customer about the fee if it is taking to a site charging fees which means clear indication of charging sites and non charging sites.

4. Why you are taking to a US site when using Trivago.ca and booking from Canada and booking a Canadian hotel?

Business

Response:

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.

Review: Trivago is using it's search engine to link with Travelocity, to make Hotel reservations in Pismo Beach, but demanding that you enter the last 4 digits of your social security number to confirm the room reservation. Travelocity says they didn't authorize anyone to demand such info. Then your arrival dates are off, Your confirmation number doesn't match up, You've given your social security #, and you get nothing in return, but burned. Travelocity should be reprimanded for this, and Trivago is an illegal operation in such capacity. I will notify the police, then the FBI about this.Desired Settlement: Travelocity claims they are unaware. Well, they need to become aware, because Hotels are losing customers. Trivago should be investigated to the fullest extent of the law. There are enough fraudulent company operating cells in our country. We don't need more. The combined website should not ask for the access to vital information. This is becoming systemic in our country. It's not traditional and causes us to acquiesce to them. This is suppose to be subliminal, but it's outright! It's Cyber-Fraud, stealing vital info. It's against our laws, but part of the systemic technology explosion we're experiencing today!

Review: On February **, 2015 we used trivago to book a hotel in Naples, Florida. After choosing a hotel we were directed through trivago to the web site [redacted]. We booked the hotel for four nights April [redacted] through April [redacted]. Our [redacted] was charged for the $496.04 and we received an e-mail confirming the booking.

On April [redacted] we called the hotel to confirm our reservations and were told that [redacted] had cancelled our reservation saying “due to the guest will not travel”. We never cancelled our reservation. Upon calling [redacted] we were told the reservation was “cancelled due to a technical issue.” We believe we were scammed.

After several phone calls Easytobook agreed to credit our [redacted] for the $496.04. They didn’t offer to rebook at the hotel. With only 24 hours to our departure the only available room at the hotel cost us $1,130.76 or $634.72 more than the confirmed rate. We can supply written documentation for all of the above.

We have requested trivago and [redacted] to honor the original reservation rate and reimburse us for the $634.72. Both parties have refused. We find this business practice unprofessional and unethical.Desired Settlement: Refund the additional amount of $634.72 we had to pay for our hotel.

Business

Response:

Thank you for taking the time to contact trivago GmbH regarding this issue. We 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 time. The 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 withdraw. The contact for the processing of bookings and payments, as well as questions about the contract, is the respective contracting booking site. trivago remainsuninvolved in such contractual arrangements, agreements and claims between the user and the respective external contracting booking site. For additional information regarding our terms and conditions please refer to [redacted]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,

Consumer

Response:

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,

Review: I booked a room through trivago.com over a month ago. just found out that no room is reserved. Trivago will not accept phone calls regarding this dispute and I've lost $546 in this transaction.Desired Settlement: Give me the room I booked and paid for.

Consumer

Response:

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,

Review: I looked up hotels on trivago.com for a specific night (7/** to 7/**). When I found a deal and selected it, the site transfered me to Hotels.com (maybe the problem is with Hotels.com, I have no idea). When the deal popped up it gave me no warning that the date I had selected was unavailable and had skipped ahead by almost a month. My fault for not seeing the SMALL date they had changed with no warning. I had just never seen any other booking site make such a hidden change. Of course the fare I found was a non-refundable room but that was ok because it's what I wanted. Now they will not refund the room. Once again I don't know if this is a trivago.com or hotels.com issue but neither site showed that rooms were unavailable for that night, they just changed the dates and let me continue to checkout.Desired Settlement: I would like their process to be much clearer. Random dates can't be thrown in without warning customers. I would assume the way the websites are setup that I'm not the first one this has happened to. I would like a refund for my room. I'm not asking for a favor due to a non-refundable purchase. I'm asking for a refund on a misrepresented/unethical sale.

Consumer

Response:

At this time, I have not been contacted by trivago GmbH regarding complaint ID [redacted].

Sincerely,