We booked through Trip and had one of the worst experiences we’ve ever had with a hotel booking platform.On arrival, the hotel demanded an undisclosed cash deposit and asked to keep one of our passports, which immediately concerned us. The room itself was not usable: there were stains on the bedding, marks and damage on the furniture, a connecting door that didn’t feel secure, and no safe in the room as advertised. We notified Trip immediately that we felt unsafe and the room was unhygienic.Trip told us they would escalate the case and that we had to wait until morning for the hotel manager. We lost the entire morning the next day due to repeated empty promises that “a manager will call within 1 hour,” but no call ever came. After speaking to the hotel directly, they told us that Trip never contacted them and that Trip was the one holding the money.We left the property because the room was unfit for use and booked another hotel at our own cost. Trip then claimed the hotel told them we agreed to a 3-night penalty, which is completely false and never happened.We have provided evidence of everything, and yet Trip has repeatedly failed to resolve the issue, leaving us out of pocket and wasting an entire day of our trip.This situation has been handled extremely poorly by both the hotel and Trip. I would advise travellers to be cautious when booking with Trip due to the lack of support when things go wrong.
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