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Business Profile

Online Travel Agency

trivago GmbH

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Travel Agency.

Complaints

Customer Complaints Summary

  • 14 total complaints in the last 3 years.
  • 8 complaints closed in the last 12 months.

If you've experienced an issue

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/08/2022

    Type:Product Issues
    Status:
    Answered
    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 at a hotel ****** in ********** ******** two years ago through Trivago. I was going to a nearby concert which was postponed due to Covid. I have moved the reservation forward while waiting for the concert to be rescheduled but it has not been in two years.I called Trivago to get a refund but they tell me there is ANOTHER party the room was booked through and I would have to find them. Trivago tells me they do not have that information and the hotel only knows that it was booked through Trivago. I feel that they are the responsible party as THEY are the site I booked through. This room was $385.I am hoping you can help me as I am getting the run around with this issue.

    Business Response

    Date: 07/12/2022

    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
    Emma @ trivago User Support

    Customer Answer

    Date: 07/14/2022

    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]

     

    All they keep telling me is that I have to find out who the third party was who booked the hotel. Apparently Trivago is just the first step and then multiple other bookers book the hotel. This was over two years ago and I do not know. Trivago should be responsible for this issue. 

     

     

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


    Sincerely,

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




     

    Business Response

    Date: 07/25/2022

    Dear ***, 

    Please bear in mind that we have sent a follow-up email to you. 

    Please refer to this email for further information. 

    Please keep in mind that trivago is an accommodation metasearch and not a booking site. 

    Kind regards, Emma *********************** User Support 

trivago GmbH is NOT a BBB Accredited Business.

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