Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/14/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I BOOKED A HOTEL WITH ************ they sent an invoice showing a breakdown of 'total' charges which were paid when I arrived at the hotel they tried to double for fees already paid to the agent and would not let me check in. None of the agents accept responsibility for double charging and not providing service as promises

  Customer Answer

  Date: 05/14/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by trivago GmbH regarding complaint ID ********.
  
  Sincerely,
  
  ***** ******
  

• Initial Complaint

  Date:04/08/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12*2*2024 I entered a ****** search for refundable bookings for the ******* ************************************* in *********, **. Trivago had the best rate, and I booked a room from 1*30*2025 to 2*3*2025 because it showed that it was fully refundable until 12*15*2024. I then received a confirmation from Trivago that stated it was non*refundable. I immediately sent two emails saying that the booking was supposed to be refundable until 12*15*2024 and that I wanted to cancel.12*3*2024 I received an email giving me the contact information for Trivago Deals. The phone number I was given was ************. I called this number and was disconnected 8 times. The email that I sent to contactus@trivagodeals was returned to me as unable to deliver. I called the ******* Opryland and confirmed that there was no reservation.12*4*2024 Trivago sent an email stating they had made contact on my behalf with Holisto.12*4*2024 The charge for $1628.00 was processed on my credit card TWO DAYS after I sent the emails to cancel.12*5*2024 Received an email from Trivago, ******* ******, stating that the chargeback was in process.When I didnt receive a refund, I filed a dispute with ****************. Trivago sent **************** documents showing that I hadnt booked the room until 12*4*2024. This was again TWO days after I cancelled the booking, and it was nonrefundable.Emails:2*24*2025 Trivago ****** will receive refund 2*24 Trivago ******** Chargeback was submitted. Please wait ***** hours.2*28 & 3*3 mkovacs I still have not received a response 3*3 Trivago * ******** Chargeback was submitted 3*6 mkovacs * Asked to have manager call me 3*11 Spoke to *** at Trivago guaranteed that a supervisor would me back within 24 hours. Never received a call.3*17 mkovacs Advised that I have now waited 3 months for a refund.3*17 Trivago ******** * Stated that the bank was handling the refund.I have now waited over four months for the refund.

  Customer Answer

  Date: 05/03/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by trivago GmbH regarding complaint ID ********.
  
  Sincerely,
  
  ****** ******
  

• Initial Complaint

  Date:03/26/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a room through Trivago for 3/16/25 at the rate of $144. On the day of the reservation I received an email from them asking if I was able to check-in which I thought was odd because I have never received an email from any website making sure there were no issues at check-in. I finally made it to the hotel and was told they had no reservation under my name and that they had another customer with the same issue who had used the same website. Unfortunately, they had no other rooms available so my husband had to secure another room for me and my children elsewhere. I emailed them immediately about their scam. They entice you with a cheaper room on sale online knowing **** well the hotel has no vacancy. It took them two full days to reply the first time and now a week and a half later they want to throw their non-refundable/non-amendable policy bs at me when they are completely at fault. Now we are over $200 out because I had to pay parking at the hotel I ended up staying and the second hotel was $175. This company is beyond ridiculous and now I understand why they are not a part of the BBB. They are a scam. I just noticed on my email receipt where it states cancelation policy. This room is nonrefundable. Cancelation policy is when the customer cancels for whatever reason. Not when you offer rooms that are not available.

  Customer Answer

  Date: 04/21/2025

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding trivago GmbH has been resolved. I got my refund but I never received an apology for the error on their part. Even after I proved them wrong they still send me the email I have attached making it seem that it was my fault or an error on my end. 
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  *** ********

• Initial Complaint

  Date:03/17/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **************************** is a subsidiary of trivago and works under the business name of ***********, ****************************************** Service is not rendered ... arrived at hotel to not have any reservation in the system ... over 1 hour and 2 calls later, the 2nd call, the "service" was able to confirm that they checked the system and the reservation had not actually been made and offered one of two options. First, a refund (causing me to rebook for a higher rate) or second, for them to try to male the reservation again. It is fortunate that we were not arriving late and even more unfortunate that "confirmed" means multiple calls to their (slow) "hotline"This "service" is not recommended and I am personally offended by the lack of customer service offered by them.If there was a positive, both calls asked exactly the same questions in exactly the same order ... including every possible detail of the booking before waiting for the escalation team member. Applaud the adherence to process and find it insane that I must provide every detail of the confirmation. Being on the phone for a second time (for 45 minutes) to get the refund is also unacceptable.

• Initial Complaint

  Date:03/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a hotel fare for 3/3 to 3/7.When I went to the hotel they did not have my reservation.I called trivago right away.They said they would work on it and call me back in 15 minutes.They never called back. ***** was my support name.She emailed me she is working on it.I called back several times and they hung up on.Issue was never resolved. After sitting in. The lobby for 2 hours I booked through another site.

  Business Response

  Date: 03/19/2025

  Hello,

  Thank you for your message.

  We are sorry to hear that you had problems with your reservation. We understand how stressful these situations can be.

  Please note that trivago is an accommodation metasearch, and not a booking site, therefore we are not involved with the booking or payment process. We also do not have phone service.

  To help resolve this issue, please get in touch with us using the following link: ******************

  Please provide us with your booking confirmation email in full, and any communication with the booking site you may have had.

  We look forward to your response.

  Best wishes,

• Initial Complaint

  Date:01/29/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is travel booking site, This was an error, the booking was meant for Thursday March *****, but by mistake it made for Thursday February *****. I do not seek refund but I just want the right dates. I paid a lot of money $1877, and dont think its right to loose that much money just because of a mistake. I wanted them to correct the dates, Im willing to pay the price difference and a penalty but I dontt think I should all my money just because of an error. I contacted the Hotel to see if they have issue with this but they said they are willing to change if Trivago/******* agrees. All I needed was to change the dates from February ***** to March *****.

• Initial Complaint

  Date:09/03/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. Reservation is made with Algotel/Trivago on December 1st for $927 with ******** ********'sAmerican Express credit card for Le *****************.2. We were notified by the hotel, *********** ********* of a holiday rate that would increase the rate, after wecontacted the hotel directly for booking info to ensure accommodations were fitting, i.e. room locationand restaurants etc for the holiday season. Information not posted on *******'s website.3. We contacted Algotels/Trivago to cancel the room reservation by email, their support linkwhich does not work and by text message. Algotel sent a nondescript text message which I assumed as only Algotel as the text referenced a hotel reservation. I responded to cancel the reservation 4. The cancellation was very early and within the terms to cancel for 100% refund. 5. Algotel/ Trivago sent basic text messages with no identifying information, several times and each time the response was thereservation was to be canceled.6. As we did not hear back from Algotel/Trivago we contacted the hotel, ** ***************** directly and confirmed the reservation was in fact cancelled.7. We still kept getting correspondence indicating we had a reservation aftercontacting Algotel/Trivago several times and directly with the hotel to cancel.8. Each email sent to Algotel/Trivago withthe email provided to use during booking was bounced back to us, as a non-working email, making it impossible for them toaccept the email request to cancel.9. It was clear afterbooking that Algotel/Trivago was a fraudulent website, we contacted the hotel and they confirmed the hotel room was cancelled and they have never received our money from Algotel/Trivago. To date there has not been a refund. This is a form of fraud and theft. Please issue a refund.

• Initial Complaint

  Date:07/24/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 20th 2023 I booked a reservation through Truvago For a hotel in ********** ** and when payment was ready it brought me to another website that website changed the location of the hotel and state Tried to resolve this with the secondary company for over two hours on the phone asked them to do right by the consumer and justice either refund the money or change the reservation to the proper hotel they said they're sticking through the terms of their agreement so as a consumer I'm reaching out to you the better business bureau to see if you can help besides for my credit card company to help me

• Initial Complaint

  Date:09/07/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel through Trivago which stated it was fully refundable. I have been trying to cancel since the day after I made the reservation. The booking site is apparently foreign and I am unable to reach a representative. Trivago only states that they have nothing to do with it. But I wouldn't have booked with an unknown site and only did so because I thought Trivago was reputable. Price Travel, the booking site, appears to be bogus. I can't find a single human to assist with the cancellation and refund. Please help if possible.

  Business Response

  Date: 09/08/2022

  Dear ****, 
  Thank you for your message and for alerting us to this. 
  We have sent you an email to the following address *****************.
  Please refer to the email for information on next steps. 
  Regards, 
  *********;@ trivago User Support

  Customer Answer

  Date: 09/09/2022

  Better Business Bureau: The resolution to this issue is not complete.  I would appreciate 7 more days before you close, which is the amount of time I was told it would take to process a refund.
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  Date:08/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used the Trivago website for a ******************* Suite with Kitchen in **********, *********** for check in on August 25. I was directed by Trivago to the Priceline website which offered me a ******************* Suite with Kitchen at the ********************* ********* **********, *********** for $782 + tax. I made 100% advance payment Priceline Trip Number ***********. After receiving the payment Priceline sent me a confirmation for a One Bedroom Classic Junior suite with no Kitchen. It is a classic example of BAIT and SWITCH and amounts to FRAUD.Trivago provided this service of shortlisting the Hotel and the website from which I was able to acquire this service. It is Trivago's responsibility to ensure that I get the service that I paid for using their website.

  Business Response

  Date: 08/15/2022

  Dear *****,

  Thank you for your message and for alerting us to this. 
  We have sent you an email to the following address ********************
  Please refer to the email for information on next steps. 

  
  Regards
  ***** @ trivago User Support

  Customer Answer

  Date: 08/16/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Let me paste the response made by the business through email in here, followed by my reasons for rejecting it:
  
  BUSINESS EMAIL: "We understand that you wanted Premier Two Bedroom Premier Alpine Suite as a replacement to upgrade your reservation. We received a response from our Management team and agreed with the upgrade. Kindly pay the upgrade cost at the hotel and send us a copy of the receipt after your checkout date for review.Additionally, please contact the hotel directly ahead of time to secure the room.
  
  You can send the receipt after you check out through our fax number, ************,or email us at *************************** or reply to this email. If you plan to send an email, please send it in a PDF or JPG file, and the file cannot be larger than 2 megabytes. Once we receive the information, we will forward it to our Research team."
  
  MY RESPONSE: I had made a reservation for a Three Bedroom Suite with Kitchen with a covered area of **** sq. ft and paid 100% for it to Priceline. I am not looking for any upgrade. I am only looking for what I reserved and paid for to Priceline. Nothing less and nothing more. And why should I pay anything to the Hotel when I already paid for it to Priceline. The business suggests that after I have paid for it I should forward the receipt to them which they will forward to their research department. What a preposterous suggestion? The business wants the complainant to pay thousands of dollars from his own pocket for no apparent reason whatsoever so that the business *** be able to do research on it. Seriously?
  
  I reserved a Three bedroom suite with Kitchen with a covered area of **** sq ft using the business website and paid 100% for it.  I want the business to ensure that I get to stay in that very room, nothing less and nothing more. I am not going to make any additional payments to any Hotel. I am not going to make any reservation with any Hotel. It was the responsibility of the business to do that.
  And lastly I am not going to send any receipts to the business after spending thousands for no apparent reason whatsoever so that *** forward it to their research department. 
  
  I just cannot state it in more simpler terms. I made reservation for a Three bedroom suite with Kitchen with a covered area of **** sq. ft using the business website.
  I want the business to ensure that it delivers on that contract. Nothing less and absolutely nothing more. 
    
  
  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************
  
  
  
  
   
  

  Business Response

  Date: 08/23/2022

  Dear *****, 
  

  Please be advised that we have sent an email to your email address. 
  

  Please refer to this email for further information. 

  Kind regards, 

  **** @trivago User Support 

  Customer Answer

  Date: 09/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The business continues to LIE. I just dont know how to respond to it for the public to see.
  I booked a three bedroom suite with Kitchen measuring **** sq. ft. The business sent me a confirmation for a room with one bed.
  They then want me to upgrade it by paying to the Hotel and send them a receipt so that they may send it to their Research department.
  It just does not make any sense for me to pay for the upgrade when I have already paid for it to Priceline.
  The business writes me one thing and then claims to have emailed me some thing else.
  I just dont know what to do except to file a Class Action law suit against the business as there are thousands of people having the same issue.
  
  Regards,
  
  *******************

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************