Booked a hotel through Trivago during an already stressful situation—truck breakdown, traveling to see my kids, the whole nine. The reservation went through, payment processed, everything looked confirmed.
Two hours later, I’m told the booking was set for the wrong date (months out), and suddenly I’m stuck dealing with a hotel that hasn’t been paid and a company that refuses to fix it or take responsibility.
Let’s be clear: when your platform processes a payment and confirms a booking, that’s not a “user error”—that’s a system failure. Passing the problem back onto the customer, especially in real-world situations where people are stranded and relying on you, is unacceptable.
Customer service was slow, unhelpful, and ultimately took zero accountability. No solution, no adjustment, no effort to make it right.
If your service can’t handle something as basic as accurate booking and support when things go wrong, then what exactly are customers paying for?
Do better.
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Travellers find the ideal hotel for the best price on trivago.com. As the world's largest online hotel search site, trivago compares rates from over 700,000 hotels on more than 200 booking sites worldwide. By integrating over 82 million hotel reviews and 14 million photos, finding the ideal hotel has never been easier! More than 45 million users visit trivago per month and use trivago's advanced filter system to find a deal that works best for them, saving an average of 35% per booking. trivago was founded in 2005 in Düsseldorf, Germany, and currently operates 47 international country platforms in 28 languages.See more