I booked Swissotel Al Maqam in Makkah, Saudi Arabia through trivago DEALS for the period 9–13 November 2025, and received a booking confirmation that clearly showed my correct name for the reservation.
After a long and exhausting international flight, I arrived at the hotel in the early hours of 10 November 2025, just after midnight, with my wife and son, expecting a 4-night stay. Instead, I was told at reception that my reservation could not be found under my name. The hotel then stated and provided evidence that the booking existed but under a different first name, while my surname and all other booking details were identical to my confirmation.
Despite explaining that this was clearly an administrative error and that the confirmation issued by trivago DEALS showed my correct name, the hotel refused to honour the booking unless I made an additional payment for the first night. Left with no alternative at that hour, physically exhausted and travelling with family, I was forced to pay again.
The following day, the hotel confirmed the issue was resolved and that no further payment was required for the remaining nights, proving the original booking was valid.
Since then, trivago DEALS is trying to wash their hands away of the issue under case number 11513974, stating they cannot issue a refund because the hotel refuses to provide written verification. This is unacceptable. Customers should not be penalised or out of pocket due to errors between a booking platform and its hotel partner.
This experience demonstrates poor customer protection, lack of accountability, and weak partner management. Once payment is taken, trivago DEALS offers little support when something goes wrong.
I strongly advise others to be extremely cautious when booking through trivago DEALS — especially for important trips. If an issue arises, you may be left stranded and forced to pay again, with no meaningful help afterward.
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