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Initial Complaint
12/12/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Complaint Against TripAdvisor: False and Defamatory Profile I am filing this complaint against TripAdvisor for hosting a false and defamatory profile tied to my business, causing significant harm to our reputation and operations. Despite repeated attempts to resolve this matter, providing proof of inaccuracies and unverified claims, TripAdvisor refuses to act, violating fair business practices and defamation laws in ***************Issues:1.False Listing: The profile includes an incorrect address, name, and misrepresents our business as a museum.2.Defamatory Reviews: The reviews attack our reputation as owners, despite no valid connection to actual events or customer ********************** by **********************: Despite sending evidence, including event records proving the claims are false, TripAdvisor has ignored our requests for resolution.4.Malicious Intent: This profile was likely created to harm our business, confusing customers and damaging our revenue.Resolution Requested:1.Remove the false profile and reviews.2.Investigate the creation of the listing.3.Accept accountability for the damage caused.TripAdvisor must ensure accuracy and stop hosting false, harmful information.Sincerely,*************************************
Business response
12/13/2024
Hello *****,
I'm unable to find any correspondence with yourself and our Support team with the information you've provided in your BBB complaint. You also did not mention the business name that is listed incorrectly. If you wish to simply update the incorrect information, our Support team is available 24/7 for your assistance and you can contact them by filling out the following Support form:
*****************************************************
If you wish to request the removal of reviews due to Defamatory Content, please follow our processes to file a notice with our Legal team. If you have not filed a Notice of Defamatory Content, information on how to do so can be found here: ******************************************************************
Please be sure to follow the indicated format and if you have further questions, do not hesitate to contact our Support team.
Kind regards,
Tripadvisor Customer Relations Team
Initial Complaint
12/06/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Tripadvisor post reviews with deceptive advertising for their clients, misleading the actual users of the site. Example: tripadvisor acknowledges the hotel does advertises a shuttle from the airport to the hotel, but in fact they do not care if this information is true. Or have any intentions of complaints of false advertising. Ex. ************** in *********** ******.
Business response
12/06/2024
Hello *******,
We're sorry to hear about your frustrations with Tripadvisor. Upon checking the example you gave of the **************** in ***********, ****** we were able to find an online description on their official website that they do offer Shuttle services:
*************************************
*********************************************************************************************************************************
If this information is no longer is true, we would expect the hotel to update their information on their website and notify Tripadvisor to do the same. If you have further listings you'd like to report for misinformation, our Support team is available 24/7 to assist with these types of queries. You can contact them by filling out the below form:
*****************************************************
If you believe a review is either posted in the wrong location, seems suspicious, or violates our guidelines, you can report the reviews individually on our website. Depending on the type of business, you will see a reporting flag in the bottom right corner of the review box or a Report this option under the three dots in the upper-right corner of the review box. Click on it and follow the instructions. Our team of moderators will examine the review and make any changes deemed necessary.

Members like you help us maintain the high quality of the content of our site. Thanks for being a part of the Tripadvisor community!
Kind regards,
Tripadvisor Customer Relations Team
Customer response
12/08/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

******* ***
Initial Complaint
11/20/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
As I expressed in several emails and calls, my issue is not with the rate of the hotel. My issue was that ********* advertised the express deal that I purchased as a 4 star hotel. Upon arrival I quickly learned that was not the case. Upon, checkin there were several people in the lobby expressing their issues upon my check-in. I asked the manager of the hotel if it was ok for me to take a peak at the room upon check-in after hearing other customers express their issues. Upon entering the room there were several issues. - sink in bathroom does not drain - toilet does not flush - Vents are beyond dusty and dirty and grime - there are bed bug marks on bedding - there is hair on bedding - floors are dirty - wall paper is peeling and old - there is mold in the bathroom I then called Priceline and spoke with a manager ***. She asked me if I communicated these issues with the hotel which I expressed I did and they told me that was the only room they had available. I was then asked to send pictures of the issue. After I sent in these pictures I was told they reached out to the hotel and third party who could not get a response and I would be refunded within 24/48 hours. If Priceline is on a money grab by intentionally misrepresenting hotel properties via TripAdvisor (this property clearly was not a 4 star hotel) that is wrong and I would like full refund to avoid pursuing further action. I will not be paying for a hotel that was I was unable to stay in.
Business response
11/21/2024
Hello ******,
Thank you for reaching out on Tripadvisor's BBB listing. We're sorry to hear you had a less than complimentary experience at a hotel that you found on Tripadvisor. Unfortunately, we were unable to find your booking in our system. It seems that you booked with a third party - in this case you mentioned is potentially Priceline - by clicking on one of the links displayed in our website.

As Tripadvisor is not a party to your room booking agreement which is between you and the advertiser on whose website you made the booking we are not able to manage your reservation. The issues you are expressing with the quality of the hotel is important and we do believe it is important to share your experience. We list businesses so that travelers can share their genuine, first-hand experience of those places both positive and negative. This ensures future potential visitors can get an insight into what they might expect from a hotel, based on the candid experiences of others. If you are seeking a refund, we recommend that you remain in contact with the provider who took your booking to get further assistance with your inquiry.
Thank you for your understanding.

Kind regards,
Tripadvisor Customer Relations Team
Customer response
11/22/2024
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 was told via Priceline that my reservation 3rd party was TripAdvisor. 68248514517 they confirmed that the refund was declined by TripAdvisor
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
******

Business response
12/04/2024
Hello ******,
We can confirm that we have checked our systems with the information you provided and cannot see that your booking was created on Tripadvisor. Therefore, we would not have any influence on the decision to refund you due to your complaints about the hotel. If you have further questions you'd like to ask our Support team, they are available 24/7 and can be reached via the below form:
*****************************************************
Otherwise, we encourage you to continue your refund request with Expedia or whomever was your merchant of service. Thank you for understanding.
Kind regards,
Tripadvisor Customer Relations Team
Initial Complaint
11/11/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Requesting full refund
Business response
11/12/2024
Hello ******,
Thank you for reaching out on Tripadvisor's BBB listing. Please note that we don't see any details on your complaint as to why you are requesting a refund or exchange. If you'd like to speak with our Support team, please contact them by filling out the below form:
*****************************************************
Our Customer Support team are available 24/7 for your assistance.
Kind regards,
Tripadvisor Customer Relations Team
Initial Complaint
10/31/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
A hotel reservation was made 9/7/24 for a one room to a Barcelona hotel, check in: 10/15/24 and check out: 10/19/24 Room type: junior suite terrace Amount paid in full same day of reservation 9/7/24: USD ******** Room(4 night) $1,833.50 Taxes and fees: $209.23 When I arrived at the hotel they informed me that my reservation was not for a JUNIOR SUITE TERRACE but just a Junior suite, of course half the price I paid TripAdvisor. I have been in contact with the customer service and they are NOT been able to resolve my issue they want to give a voucher for 10% of the difference.I paid $458.38 per night for four nights They gave a room that was $273.88 per night for four nights.I am requesting the difference of $738.00 refund to the account where I made payment to them not any other voucher or discounts. I would appreciate you could help me clarify this issue and find out if this is a common practice of this company. Thanks
Business response
11/04/2024
Hello ******,

Thank you for your feedback on Tripadvisor's BBB listing. We're sorry to hear you've had issues with a refund on your hotel booking.

There is a team of Tripadvisor Travel Specialists that will be happy to help you with your booking. They are available 24/7, and you can contact them directly by calling **************. We appreciate you booking with Tripadvisor!

Kind regards,
Tripadvisor Customer Relations Team
Customer response
11/04/2024
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.
the customer service team keeps coming back with the same solution of 20% refund I did not make any changes to the reservation, I paid in full the amount requested , someone internally made the change and kept the original higher price I should be awarded a full return of the difference

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
******

Business response
11/08/2024
Hello ******,

Thank you for your feedback on Tripadvisor's BBB listing. We're sorry to hear you are unhappy with the options you've been given so far.

If you would like this to be resolved, we encourage you to keep in communication with the team of Tripadvisor Travel Specialists that are doing their best to help you with your booking. They are available 24/7, and you can contact them directly by calling **************. We appreciate you booking with Tripadvisor!

Kind regards,
Tripadvisor Customer Relations Team
Customer response
11/12/2024
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.
my issue has not been resolved yet by the customer service I will continue to communicate with them until we both agree on a solution
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
******
Initial Complaint
10/06/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
They continue to show a property on their site that is closed to the public for use and is dangerous as well. I have tried to contact them but can o ** do so if I open an account with them. This is complete** unacceptable. I want an email address to correspond with them about why they sill advertise a dangerous and closed site
Business response
10/15/2024
Hello *****,
We're sorry to hear that you've had trouble reporting a business on Tripadvisor. If you're interested in reading about our policies surrounding Listings that have closed or moved, you can do so by visiting our ************* Trust & Safety page: ***********************************************************************************************
Seeing as you did not provide detail about which business you believe is closed to the public, we will have a member from our Support team contact you shortly via email to better assist. If you wish to contact our Support team in the future, you can do so anytime at the following link:
*****************************************************
Thank you,
Tripadvisor Customer Relations Team
Initial Complaint
09/14/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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
The complainant verified the issue was resolved to their satisfaction.
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
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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

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