ComplaintsforTripAdvisor, LLC

• Initial Complaint

  09/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  They continually send unwanted emails AND change their email address so blocking them doesn't work. I am being harrassed and if they do not stop sending their garbage I will file charges against them fopr harrassment.

  

  Business response

  09/18/2024

  Hello ****, 

  We're sorry to hear you are receiving unwanted emails from Tripadvisor. Upon checking your attached email address, we could not find your member account to check whether you are unsubscribed from all newsletters. For your reference, you can manage which emails you receive from us by logging into your account and going to your settings here: **************************************************.

  If you would like assistance from our Support team, please feel free to fill out a help form at the following link and someone will get back to you via email shortly:

  *****************************************************

  Thank you and we hope the above information helps.

  Kind regards,

  Tripadvisor Customer Relations Team

  Customer response

  09/19/2024

  I went to my account using the information they provided and there was nothing there that allowed me to remove myself from their intrusive emails OR any where that I could DELETE my account.

  For the record - the email I use for them (for my security) is ***************************************************

  I now want them (Trip Advisor) to delete my account in its entirity inclusing all informatin pertaining to me.

  FAQ
  
  Regards,

  ****

   

   

  

  Business response

  09/19/2024

  Hello ****,

  Thanks for providing your email attached to your member account. A member from our Support team will contact you shortly to assist with your request.

  Kind regards,

  Tripadvisor Customer Relations Team

• Initial Complaint

  09/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  For the past few years, we have paid for a business listing under the name of ********************** Every month, my personal credit card has been charged.By way of background, I had a marketing contract to do all of Lalibela's marketing and reservations so all marketing expenses were for my own account. My marketing arrangement came to an end on 30th June and we have been trying to cancel the monthly payment ever since. We've had people from Trip advisor call us to say the our application to cancel is being considered to e-mails from them saying that the onus in on us to prove that we no longer have a marketing contract.What utter nonsense! I should not have to prove anything. It is my personal credit card that is being charged and I want this to stop It's extremely frustrating trying to deal with large organisations like Tripadvisor. I need someone to please step in and assist.Sincerely *****************

  

  Business response

  09/03/2024

  Hello ******,

  Thank you for reaching out to Tripadvisor BBB listing. We have looked through your correspondence with our Support team and the account you are requesting to cancel. It appears that the sole Billing Owner that was managing the subscriptions closed its user account which is the incorrect way to cancel a product. As per our Terms and Conditions, the billing owner must notify Tripadvisor if they are no longer working for the business and wish to cancel their subscriptions. This is important to note as some of our products are contractual for up to one year and we will only cancel mid-term upon extenuating circumstances. For this reason, our Support team will likely ask for some documentation in order to complete the cancellation. We will have a member of our team reach out to you shortly to help with your request and resolve the matter as best we can. Please use case no. ******** as your reference should you have further issues resolving this matter. 

  Kind regards,

  Tripadvisor Customer Relations Team

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of transaction: May 10, 2024.I booked a prepaid reservation for the ****************** Curio Collection by ****** with a check-in date of 07/24/24 and check-out date of 07/26/24. I am 100% sure that I selected a King *** Premium Room. I paid an additional $95.00 for the option to cancel until the check-in time specified.When I arrived at the hotel, the front desk clerk told me that 2 rooms were reserved in my name and I was urged to call Trip Advisor to cancel one of them for a refund. I was also told that Standard King rooms were reserved for me instead of the King *** Premium Room I was expecting.I called Trip Advisor, but their system showed that I reserved one room for 2 nights and that there was no indication that it was a King *** Premium Room. Since it was just after check-in time, it was too late to cancel the reservation and rebook directly via the front desk at the property.The hotel staff indicated that I was overcharged for my reservation. I have a receipt that states that the value of the Standard King room I stayed in for the two nights was $557.04.Today, I created mock reservations for comparison. The date range I selected for the exercise was 10/16/24 - 10/18/24. This date range resembles the same advance reservation period for which my original reservation was made with Trip Advisor. All quotes below are for (2 nights/2 adults) and include all applicable taxes and fees.******** rate for a Standard King *** is $608.93 and $698.64 for the King *** Premium Room. Trip Advisor's current rate is $516.42 for the Standard King *** versus $609.29 for the **********************I booked rooms at three hotels in ************ between 07/24/24 - 08/02/24. Only the room in **********, ** was booked through Trip Advisor. All of the reservations were for either a Premium King or a King ****** We were celebrating our 40th wedding anniversary, so we splurged for upgraded rooms. We were disappointed by the standard room Trip Advisor reserved for us.

  

  Business response

  08/06/2024

  Hello *****,

  We're sorry to hear your booking experience on Tripadvisor was less than complimentary. Upon checking our system, we could not locate a reservation booked by you with the information provided nor a record of you contacting our Support team. One our our agents will get in contact with you shortly to help resolve this room type discrepancy as best we can. Should you ever need to contact our Support team for assistance with a booking, please do so at the following link:

  *****************************************************

  Kind regards,

  Tripadvisor Customer Relations Team

  Customer response

  08/06/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I have a credit card statement showing the charges paid to Trip Advisor, Inc.

  I can obtain phone records, if necessary, to prove that I called Trip Advisor support on the afternoon of July 24, 2024 to discuss my booking.
  

  Today, I received an email from a low-level staffer at Trip Advisor. ****** simply thought that I was inquiring about my booking and did not indicate that she was tasked with contacting me about my BBB complaint. She provided the same phone number that I called on 07/24/2024 (when Trip Advisor denied that I booked a Premium King Room and indicated that they could not help me any further). By asking me to call this general customer service number, ********************** is not making a good faith attempt to resolve this dispute.
  

  Ideally, Trip Advisor should assign a representative with the express authority to escalate my dispute to the highest levels of Trip Advisor if warranted. That individual should also provide a direct telephone contact number so we can discuss the issue. 
  
  Regards,

  *****

   

   

  

  Business response

  08/09/2024

  Hello *****, 

  Thank you for reaching out to Tripadvisor via BBB. 

  We kindly ask that you continue to reach out to our dedicated booking support team. You can contact them 24/7 on **************. 

  Kind regards, 

  Tripadvisor Customer Relations Team. 

  Customer response

  08/19/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.

  As per the request of the business, I called the phone number provided and spoke with customer service on 08/12/2024. I was asked to provide proof of my claim that the value of the room I stayed in was $557.04. I sent the documentation via email immediately. I called the business to verify receipt of the letter and the agent confirmed possession. I called the business again on 08/15/2024 and learned that there had been no progress noted. The agent assured me that he would quickly escalate the issue regarding my booking. I called the business again on 08/19/2024 and was told that the hotel partner had received the inquiry regarding my booking but needed another 4-5 days to respond to Trip Advisor. I feel that the business has punted the football to their hotel partner as a tactic to further delay my complaint with the BBB. Per the deliberate design of the business, I am being bounced from one agent to another with no continuity. I literally have to re-explain my situation every time I call. None of the agents Ive spoken with appears to have any authority to make a decision that might help reach a resolution on this complaint. Since the deadline for me to accept or reject the response from the business has arrived, I have no choice but to REJECT it. 
  
  Regards,

  *****

   

   

  

  Business response

  09/10/2024

  Hello *****,

  Thank you for submitting your response on BBB on this topic again. 

  At this time, we can see that you're working with our Support team who have been in contact with you about this case. We encourage to continue working with them towards a resolution. 

  Kind regards,

  Tripadvisor Customer Relations Team

• Initial Complaint

  08/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have been dealing with TripAdvisor in a business relationship which seems to have scammed me out of approximately $1k. Their platform and business model is set up for users to incur more fees and fail than being conducive to earning money.

  

  Business response

  08/05/2024

  Hi *****, 

  Thanks for reaching out to Tripadvisor on our BBB listing. Unfortunately, we could not find your business information with the contact details you provided. If you haven't already contacted our Support team, please feel free to fill out a contact form at the link below and we will be happy to assist you as best we can:
  ***************************************************

  Kind regards,

  Tripadvisor Customer Relations Team

• Initial Complaint

  07/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Tripadvisor knowingly advertises a false claim from the ***************, ******************************************************************. It claims on its blurb about the hotel that it has a free shuttle to ************* and it DOES NOT. I contacted Tripadvisor to tell them this and they said they would NOT change it. THIS IS FALSE ADVERTISING and needs to be stopped. Here is the blurb as of 7/18/24: "Visitors of the *************** can enjoy a full American breakfast buffet included in the rate, on site parking at a reasonable cost. ************* and Metro are within 2 miles, giving travelers easy access to our hotel. Our complimentary shuttle will take you at pre-set times to *************, from there you can see all the major attractions, museums and get to your meeting quickly too. ******************************************************* (***) is less than 10 miles away. Visitors can immerse themselves in history while visiting the 19 museums of the ********************* or popular, downtown **********, DC memorials. In addition our hotel offer free high-speed, wireless Internet access in every room. Unwind anytime in the 24-hour fitness center. The close proximity of our **********, DC hotel to the **********, local businesses and government offices makes the commute easy for business travelers."

  

  Business response

  07/19/2024

  Hello ****,

  Thank you for reaching out to Tripadvisor's BBB listing. We're sorry to hear of any misinformation displayed on our website. 

  Upon checking, it looks like the "blurb" you mentioned on the listing for ********************;(223031) is a description that was written by the hotel who manages their own listing. We were unable to find any correspondence from you reporting this with our Support team, so we're not sure who you spoke to that would have denied your request. However, as the description is written by the hotel we will have to reach out to them directly to inform them of the potential discrepancy of information of this free shuttle. Hopefully this will get them to either clarify or edit the description as needed.

  If you ever need assistance from our Support team in the future, you can do so by following this link and filling out the form: www.tripadvisor.com/generalsupport

  Thank you for bringing this to our attention.

  Kind regards,

  Tripadvisor Customer Relations Team

• Initial Complaint

  07/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I booked a 3 night stay for my family in ********* ***** in early June after seeing rates advertised on TripAdvisor. We made the booking directly with TripAdvisor and received a confirmation email. Upon arriving in *********, we called the hotel to see if we could check in a bit early only to find they had no reservation on file. I had to scramble to then spend several hours on the phone with TripAdvisor to rectify the situation. Each time one of their agents would say they were figuring it out and would call me back, only to go silent. We finally ended up getting a room, though this fiasco burned half a day of our already short vacation. As if that wasnt bad enough, when I checked out of the hotel after our stay I learned they had no record in their system of us booking through TripAdvisor so they ended up charging us the full amount (which was more than double what we had already paid TripAdvisor when making the initial reservation). Its now a month later and I have failed over and over to get this extra bill from the hotel removed, and TripAdvisor has been zero help. Needless to say, I will not be booking through TripAdvisor ever again.

  

  Business response

  07/19/2024

  Hello ******,

  We're sorry to hear your booking experience was less than complimentary. Upon checking, we are unable to find your booking with the information your provided nor any record of phone calls with our Support team. We will escalate your complaint internally and will have someone from our Support team contact you directly via email. Please continue further discussions in your case there. 

  Kind regards,

  Tripadvisor Customer Relations Team

  Customer response

  07/19/2024

  Ill await an email. Though your response that you cannot find any record of my reservationdespite having no issue charging my credit cardis unfortunately par for the course with my experience thus far. I have attached copies of both my original booking email, as well as my re-book email for your reference. 
  
  

   

   

  

  Business response

  07/23/2024

  Hi ******, 

  We can see that you were emailed on July 19th and continued correspondence within your case number ********. It looks like there was a bit of back and forth, but advice was adequately provided on July 21st. Additionally, our colleagues explained that your reservation was actually a meta booking in which case we asked you to contact our travel specialist partner. If you have further questions, please feel free to reach out in your current case via email.

  Kind regards,

  Tripadvisor Customer Relations Team

  Customer response

  07/27/2024

  While yes I am in contact with your booking support staff, this complaint is still be no means resolved. I continue to wait for a solution and this matter will not be considered resolved on my end until I am refunded the amount that was charged by mistake. 
  

  So please stop trying to close out the complaint by passing the buck and saying you sent me an email. 

   

   

• Initial Complaint

  06/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  ********************************************************** Thursday, June 6th, 2024 c/o V.I.P. Corporate Executive TRIPADVISOR, ************************************************ **************.Dear Tripadvisor, **** Executive:Good morning or good afternoon to You!How is your day today in *************, ************* and/or wherever else You are in the World?My day is going fine, thank you, except due to the Fact that I am trying to Reset My Password for my account using: *************************** and I am NOT receiving the Reset Password Link to my email address!Can you please make sure that I can Receive The *** Link To My Email Address Of: ***************************.In Addition: I also for some strange reason have Two (2) Accounts and I Only Need Just One (1) Account and to have Both Of My Accounts To Be Merged Into Just One (1) Account Whereby The Account With The Most Reviews Should Be MY MAIN ACCOUNT!Who do I need to speak to about Fixing this Problem As Well in which I Never Caused?If You would like to contact ME back directly in order to discuss my letter of Very Special Request in further detail, then please call ME at: voice/messages/text: **************.You may also email ME back at: ************************** or ***************************.I am more than looking forward to hearing back from You with a Positive Response some time in the very near future.Thank you.Sincerely yours,****************************************** Tripadvisor, **** Loyal User For Many, Many Years!/HPS

  

  Business response

  06/07/2024

  Hello ******,

  Thank you for reaching out to Tripadvisor on BBB. Please note, we have escalated your query to the dedicated department and someone will contact you shortly to address the concerns with your accounts. Please check your inbox and direct any further questions to the current open case.

  Kind regards,

  Tripadvisor Customer Relations Team

  Customer response

  06/08/2024

  this company is NOT legitimate.  i asked for HELP and instead of helping the customer for many years, they cancelled and blocked my account and profile permanently.  i will be taking them to SMALL CLAIMS COURT SO THEY CAN ANSWER TO THE JUDGE OF WHY THEY DID SUCH AN IDIOTIC THING!

   

   

  

  Business response

  06/13/2024

  Hello ******,

  As we stated previously, our Trust & Safety teams have been in communication with you directly to provide more detail to what's occurring with your accounts. If a user violates **********************'s community guidelines they may be banned from the platform.  With some more serious violations, we may place an indefinite ban on a user.

  To learn more about our Community Guidelines and Website policies, please visit the following link: ********************************************

  Thank you for understanding.

  Kind regards,

  Tripadvisor Customer Relations Team.

• Initial Complaint

  06/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1) I received a targeted email promotion for ******************** ******* for two free months then $99 per year - no small print or disclaimers. When signing up, the rate was $179 to be paid up front (bait and switch). I contacted support line and was told that there was no $99 rate available in my location - that rates vary depending on demand and location (although no indication of such on the advertisement). Of course an advertising and marketing company has the capability to segment their marketing, but this deceptive advertisement is designed as a bait and switch - get customers to click (in the door), and then sell something else. -- I can send copies of advertisements and web pages upon request.2) I was trying out the same company for another ******* starting this past ******* ********** Placements", that billed monthly. I elected to pause ******* in slow time (details and cancellation information was not visible on website, but it had a pause campaign function). Their system was apparently set to 'auto-resume' after 90 days - a continuing slow season for us, and was never notified of the change - subsequently, I find my credit card had been billed $93 for unwanted *******. Upon discovery and contacting support, the company helped cancel the *******, but will not refund because they "provided *******" - even though I had not authorized continued ******* at that date.

  

  Business response

  06/05/2024

  Hello ******,

  We're sorry to hear your experience with Tripadvisor has been less than complimentary. Upon checking the information you provided and the interactions you had with our Support team, we don't see that you were misinformed in any way. The screenshot you provided in your complaint and in your emails to Tripadvisor are from the general Business Advantage page where we indicate that the trial offers an annual rate "from $99/year." Though we can understand you were confused, the statement stands that the $99 is a starting rate which then can vary based upon geographic location and market traffic of your business as our colleague attempted to explain to you via email. Since you were not explicitly promised a rate at $99/year, we would not be able to approve this offer for the service. 

  As for your Sponsored Placements subscription, we are able to see the Campaign History where the features were paused by you on November 27, 2023 and automatically relaunched on February 25, 2024. Our system requires a relaunch date to be selected when you request to pause the campaign. Since we have evidence that your user account was the one to Pause the campaign, this indicates to us that you likely set the launch date and are responsible to manage your campaign should you require more time to pause the charges. Therefore, you were correctly charged on a monthly basis in the amount of USD 31.00 for 3 billing periods so far. Since your effective cancellation date was only done recently, you will likely receive one final invoice for any Ad clicks your business has received in this final billing period. If you have evidence of contacting Tripadvisor sooner to either pause or cancel your Sponsored Placements campaign, we would be happy to reconsider your request.

  If you'd like further assistance, please feel free to continue your conversation with our Support team via case number 10808684 or 10845398.

  Kind regards,

  Tripadvisor Customer Relations Team

  Customer response

  07/18/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  See attached

   

   

  

  Business response

  07/19/2024

  Hello ******,

  We've received your response to this complaint and we apologize that we cannot provide the outcome you prefer. As mentioned, we read through all your  correspondence with our Support team including case numbers ******** and ********. We believe the explanation was provided to you to explain the difference between an offer that states the rate is "from $99/year" instead of "AT $99/year." At this point we've done our best to explain the pricing you've seen.

  Our previous response includes more details as to your specific complaints and there is nothing more we can do at this time. If you have further questions for us, please reach out to our Support team directly and we will be happy to discuss the matter further.

  Kind regards,

  Tripadvisor Customer Relations Team

• Initial Complaint

  04/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I operate a walking tour company in ********, *******. This complaint is in regards to a defamatory review that was posted to my business on TripAdvisor.I wanted to share this review of GUY IN THE ***** ******************** and Pub Crawls on Tripadvisor:********************************************************************************************************************************************************************** The review contains many defamatory remarks. referring to me as a scammer, charlatan, cheat, et **** have already reported this review to TripAdvisor, to which I received a reply stating that this review does not violate TripAdvisor posting policies.It violates my business directly. I take defamatory remarks very seriously, and I expect Tripadvisor to do the same. I am fully prepared to pursue any and all legal options I have to get this matter resolved,

  

  Business response

  05/03/2024

  Hello *******,

  Thank you for reaching out on Tripadvisor's BBB listing. We understand you were inquiring about a review that was published to your tour listing page. Upon checking, the dedicated department has taken action on the review and responded to your email directly with the outcome. Please feel free to reach out to our Customer Support team if you have further questions.

  Kind regards,

  Tripadvisor Customer Relations Team

• Initial Complaint

  04/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I've had an account for years and have posted over 250 reviews over the years. A situation concerning ******************************** however has concerned me sufficiently to make this complaint as I believe there is fraud going on and now don't trust that reviews are legitimate. - I booked and paid for a stay for my family and wrote an honest recent negative review with pictures. Both were taken down. I tried to resubmit it 3x and they all were taken down. My guests also wrote their own reviews (also negative) and they were taken down. No explanation. It seems clear that this hotel has a fraudulent agreement with Trip Adviser to censor and delete negative reviews.- I tried repeatedly to contact someone in customer service via phone, email and social media and discovered that there is NO way to communicate with anyone - get answers as to exactly WHY your review was removed - and/or submit an appeal. I feel now that this company is actively engaging in false advertising and favoritism.

  

  Business response

  04/11/2024

  Hello ****,

  Thank you for bringing your concerns to our BBB listing. First, we'd like to say that you were able to successfully contact our Support team via email in case ******** and said case was escalated to the appropriate department at the time. If you ever need further assistance from our Support team, we'd advise you continue using the General Support form as you have before (*****************************************************).

  We had a dedicated department take a look at the review in question along with your account to see why you may be having trouble submitting a review to the ***************************** & Spa (******). Upon checking it appears that the reviews were correctly removed as they were in violation of our review guidelines. We can see you mentioned you are a timeshare owner and we do not accept reviews from people affiliated with a property as such. This guideline is always applied for anyone who attempts to submit a review for a property they are affiliated with. You can read more about this policy here: 

  **********************************************************************************************************************************************************************

  Thank you for understanding.

  Kind regards,

  Tripadvisor Customer Relations Team

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩