Complaints

• Initial Complaint

  01/24/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked a trip with Trova on Jan 9th 2025, until enough people sing up, the trip is pending and not confirmed (usual for the company). The trip is for July 2025.The company charged a downpayment of ****** USD. This downpayment is refundable according to their website and terms of business if one cancels before the trip is confirmed.On Jan 16th I reached out to Trova for some additional information that was provided, I got a reply within 24h.On Jan 20th I cancelled my reservation by email and asked for my downpayment to be refunded. I got no reply.On Jan 21st I forwarded the email to a different email address within Trova - again no reply.On Jan 22nd I send a request for confirmation and refund. No reply.On Jan 23rd I send another email asking for refund and confirmation, being clear that I would file a complaint on bbb ************ the day (Jan 24th), the trip is still not confirmed, on Jan 23rd I received an email that 3 slots are available for the reduced early booking price.The criteria of the down payment being refundable is clearly met.All I want is my downpayment back, in line with their terms of business.

• Initial Complaint

  08/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  n August 2023, I suffered a bike accident and subsequent fall, leading to severe back pain and physical therapy. By September, I was diagnosed with Anterolisthesis and spinal stenosis. Despite my hopes for recovery, I had to cancel a planned trip to ********* in October 2023. Later, in March 2024, I was also diagnosed with a labral hip tear, further complicating my recovery.Due to these unforeseen medical issues, I was issued a travel credit voucher for $548.75 USD. I have requested a refund, but was informed by *****, the Customer Support Manager at *****, that it is not possible. Given my ongoing medical expenses and lengthy recovery, I am respectfully requesting an exception to the refund ********* cancellation was driven by a legitimate medical condition, and I believe this warrants an exception to the companys refund policy. Businesses often make exceptions in cases of significant medical hardship, and I hope the company will consider my situation with similar understanding and ethical standards. I have emailed the company and written a letter requesting the refund.

  

  Business response

  11/08/2024

  The customer had called our Support team in October of 2023 to request to cancel their trip. At which point, we confirmed with her our Cancellation Policy, stating that she would get a TrovaTrip credit voucher for the amount she had paid, minus a $100 cancellation fee. ***** agreed, the order was canceled and we did not hear anything else from her.
  
  Then, in August of 2024, she reached out requesting a refund for her canceled booking, rather than the credit. We declined, as we had confirmed the cancellation policy with her at the time of her cancelation. Addtionally, due to the time since her cancellation, we were not able to revert the credit and issue a refund on a payment almost a full year later.
  
  This was escalated to met, the Support Manager, and then further escalated to **** *****, our CEO, as she continued to email us directly. I repeatedly let her know that we would need to abide by our policy and could not provide a refund exception for her case. I offered several alternatives, such as providing documentation for her to make a claim on travel insurance if she purchased that for her trip. Additionally, I offered to extend her credit, as it was due to expire 12 months from the date of issue. This was offered as a courtesy exception to allow her to use the funds she paid on a future trip.
  
  All alternatives were declined, and the customer threatened legal pursuit for the funds. We kept our offer of the alternatives provided and disengaged with the customer. We are still willing to provide insurance documentation to help support an insurance claim. Additionally our trip credit vouchers are transferrable if she does not want to travel with us again, of which she was also informed.
  
  Please let me know if you have any other questions about this. Otherwise, have a great day.

  Customer response

  11/15/2024

  I had made it clear that I was canceling a trip due to an injury. Over the months from late October through early August, my medical condition significantly worsened. I was referred to multiple specialists, which required time to schedule appointments. Diagnostic procedures, such as an MRI, were ordered alongside therapy, all of which took additional time. By August 2023, it became evident that a trip in ******* possibly even 2025would not be feasible.
  I truly wish I could travel, but my injury is extensive. I am willing to provide documentation, including medical records, MRI and Xray  dates, and evidence of acupuncture and physical therapy visits, to substantiate my condition. What initially seemed like a minor injury progressively developed into a significant issue as my doctors conducted thorough investigations.
  While I understood the cancellation policy, I could not have anticipated the severity of my injury. I also expressed concern that attempting to attend the trip could not only exacerbate my condition but potentially create liability for the company or negatively impact the experience for other attendees. Although the company suggested I sell the deposit to a friend, I was unable to find anyone interested. Furthermore, selling a credit to a stranger feels uncomfortable in todays environment, given the prevalence of scams.
  The deposit, which is just under $600, would make a significant difference for me during this challenging time. Exceptions to policies are often made in consideration of unique circumstances, and I kindly ask for your understanding and compassion in this matter.
  Thank you for your time and attention to my request.
  

  
  

• Initial Complaint

  06/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company refused to offer a transfer from the airport to accommodate my husband and I on our Jun1, 2024 arrival due to an email that was not received by us (and confirmed to not have been read by the company) and as a result of not receiving this email (nor reading it as the company mentioned the error on our form was not caught). There was no effort made to resend an email when it had not been read for over 3 days nor an effort made to call us via phone. As a result the transfer cost us $25 USDat the airport which we needed to pay in cash and no receipts were offered in the island. During our tour, we were not provided the following tours despite them being offered in the itinerary:1) wall of tears - ************** 2) town and ****************************** 3) ******************** for a 2 hour conservation tour of the grand tortoises and a lunch. We were provided a 30 minute tour at another ranch because our guide had not booked a reservation and we were not able to have the 2 hour conservation tour on June 6 due to his not booking the tour. The entire trip was poorly planned from the onset and many others had issues to report from them needing to pay money at entry of the national parks to lack of communication from Trovatrip.We are seeking compensation for the missed tours and the paid transfer in the amount of $300 which is a fair amount given the amount we would have paid to see these attractions with a tour on our own and instead had to forgo due to costs. We will NOT accept a voucher for Trovatrip as we have zero plans on using them ever again.

  

  Business response

  08/23/2024

  We appreciate the opportunity to respond to the concerns raised by ****** regarding their recent trip with TrovaTrip.
  
  The primary issue involves a missed airport transfer, which occurred due to incomplete flight information provided by the customer. We followed our standard process by sending an email requesting the necessary details, but it appears that this email was not received or reviewed by the customer. As part of our procedure, we also attempted to make a courtesy call, but unfortunately, there was no answer. We regret any inconvenience this caused, and we understand that the customer had to make alternative arrangements at their own expense.
  
  In addition, the customer reported dissatisfaction with several tours that were not delivered as described in the itinerary. We take these concerns seriously and are working with our local partners to ensure such discrepancies are avoided in the future.
  
  Regarding the customers request for compensation, we have thoroughly reviewed the situation and, while we sympathize with the customers experience, we are unable to provide a refund. However, we value their feedback and will use it to improve our communication and service delivery.
  
  Please feel free to contact us if any further information is required.

  Customer response

  08/23/2024

   
  Complaint: 21821765
  
  I am rejecting this response because:
  The tours were not completed due to the lack of planning be the tour operator. We went to the ********************* and were told we could not do the tour because we didnt have reservations which is not only unprofessional it cost us our chance to tour the facility as put out in the itinerary.

  Furthermore the accommodations were not as described as 3* or plus.
  

  we absolutely reject this commentary and put a warning out to anyone checking BBB that this company cannot be trusted and will not provide what they have mentioned in the itinerary.  They will also take no responsibility and do not care about peoples comfort or experience.  

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

• Initial Complaint

  03/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I HAVE A DEATH IN THE FAMILY AND TROVA TRIP REFUSES TO CANCEL MY TRIP AND RELEASE ME FROM THE $2026.16 trip PAYMENT PLAN LOAN THAT I HAVE WITH AFFIRM. AFFIRM IS WILLING TO CANCEL MY PAYMENT PLAN BUT TROVA TRIP REFUSES.ON 2/17/2024 I booked a group trip with Trova Trip influencer/content creator to "Indonesia with Jazz" travel dates are Apr 21, 2024 - Apr 27, 2024. I entered a payment plan to pay for the trip through affirm, totaling $2026.16.On 3/4/24 I received sad news of a death in my family. I immediately notified Trova Trip view email and they stated they cannot cancel my trip and that I am liable for the full amount of $2026.16. I tried contacting them over the phone and you can NOT speak to anyone over the phone, I advised the influencer/content creator who organized the trip to speak to their agent and that was no help. This trip is over a month away, affirm has NOT started taking out the payments as of yet and with a death in the family I still can't cancel my trip?This is robbery. This is inhumane. This is unfair. Where are the exceptions for deaths? Trova trip continues to email me generic automated responses advising that I can't cancel. Are there any live agents or executives? I am distraught and need assistance to cancel this trip and not be charged asap.

  Customer response

  04/22/2024

  Here is proof that Trova Trip cancelled the trip. So now Im still waiting for them to cancel the loan for the trip so affirm can stop payments. The trip is cancelled via Trova trip and I should not be held responsible to continue paying for a non existing trip. Please assist. Thank you. 

  

  Business response

  05/14/2024

  To the BBB and *******,
  Thank you for bringing this matter to our attention. We are deeply sorry to hear about the loss in our customers family and understand the emotional and financial stress this situation has caused. We appreciate the opportunity to clarify our policies and the actions we have taken regarding the complaint.
  
  Customer Complaint Overview:
  The customer, *******, booked a group trip to ********* scheduled for April 21, 2024, through Trova Trip, using a payment plan via Affirm, totaling $2026.16. Due to a death in the family, the customer requested to cancel the trip and be released from the payment plan. Despite her request, ***** Trip's policy did not allow for a cancellation or refund since the cancellation request was made within 90 days of the trip departure date. The customer expressed dissatisfaction with our policy and the response received from our support team. Our team continued the dialogue with *******, and facilitated the dispute of the claim. 
  
  Our Response and Actions Taken:
  
  - Sympathy and Support: We express our deepest condolences to ******* during this difficult time. Our support team promptly acknowledged the situation and extended our sympathies, while taking the actions in our control to help (providing documentation for her dispute and offering assistance in filing a claim with insurance as appropriate. 
  
  - Policy Adherence: As per our terms and conditions, which are agreed to by all travelers at the time of booking, cancellations made within 90 days of departure do not qualify for a refund. This policy is in place because we commit funds to our local operating partners to confirm trip arrangements. This information is transparently included on our trip pages and in the terms accepted by travelers.

  - Communication: ******* was informed via email about the terms and conditions regarding cancellations. The team also followed up with her via phone twice. We regret that our inability to offer a refund or a trip credit voucher has caused distress. The support team, including our Customer Support Manager, provided clear instructions on how to process a cancellation through her Portal Account and offered assistance with any necessary documentation for travel insurance claims.
  
  -Dispute Handling: We acknowledge that ******* filed a dispute regarding her payment. Our team has submitted the required documentation to Affirm, and the dispute is currently under investigation. We have been awaiting the results before any further action could be taken.

  
  -Customer Service Accessibility: We apologize if our customer service channels did not meet *******'s expectations. While we primarily handle support through email to ensure accurate documentation and efficient processing, we are continually working to improve our communication methods and responsiveness.
  
  In Summary:
  We strive to be as compassionate and accommodating as possible within the framework of our policies, which are designed to ensure fairness and clarity for all parties involved. We understand the exceptional circumstances of ******** situation and will continue to offer any necessary support, including assistance with travel insurance claims.
  
  Please let us know if there are any further questions or if additional information is needed to resolve this matter.

  Customer response

  05/20/2024

   
  Complaint: 21422874
  
  I am rejecting this response because: I DID NOT RECEIVE A REFUND. I booked this trip in February and notified in March of the death in my family and the trip already passed in April.  Where is the care for humanity ? How would you feel if you have a death in your family and be held accountable for a $2000 trip that you cant attend ? This is injustice , this is inhumane , this is how you treat customers? I never spoke to anyone over the phone  I cant even get in contact with anyone over the phone. I repeatedly received generic emails starting it cant be canceled. 
  

  I was NOT offered any compassion nor accommodation. I am battling grief and have to battle with a company that does not care about people. Your mental health is not on the line as mine is. 
  

  PLEASE REFUND THE LOAN this is heartbreaking  

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

• Initial Complaint

  02/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have purchase a down ************** insurance on a trip through trova trips. I have yet to receive a confirmation and I am unable to login to see my trip and the progress. My bank has processed the payment and yet I have no access to see any of it through trova. I have no receipt from trova. I call their phone number numerous times and I cannot get in contact with anyone. I have left messages and have not hootenanny a call back. It comes across like a scam. I am very worried about my money hanging in limbo with no guarantee of my acceptance to the trip and no paper trail. If the people hosting this trip wanted to skip off with my money, they would be able to without me being able to contest it with proof of product.

  Customer response

  02/21/2024

  My concern was addressed by the business. Thank you for your help!

• Initial Complaint

  12/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a trip with an influencer to ******** that the influencer had planned through Trovatrip. I did not know what Trovatrip was before then I trusted the influencer, so I booked the trip she had set up. I placed the original booking on July 28th, 2023 and I paid a $1062.50 downpayment to hold my spot for the trip. I had read the trip policy in advance and saw that should any issue arise, as long as it was 90 days before the trip, then I could get a reimbursement. I ended up not being able to make that trip due to financial and personal issues and I canceled my reservation months in advanced. The original trip was set for June 7th, **** and I canceled my reservation on October 30th, 2023. Because of the 90 day policy that I had seen on the site, I was under the impression that the downpayment I had paid would go back to my account with the exception of $100 cancelation fee. That was not the case. I paid the cancelation fee, but my money did not show ** in my account. I called ******************** and spoke and I was able to speak to to a supervisor by name of ***** on November 2nd and he told me that I could not get my money back. And that Trovatrip would only issue an in site credit of $962.50, which was the remainder of my money after they took out the $100 cancelation feed. And even then, that in site credit would only be available to me for a year. That is the definition of punishing the consumer. They charged a $100 cancellation fee, but even after paying down, they insist on keeping your money hostage. That is criminal.Yesterday, December 13th, after a month of looking, I find another trip I'm interested in and I pay the downpayment ($349.75) for that trip with the $962.50 I had in in-site credit. I got an alert that they had in fact pulled the $349.75 downpayment from my bank account. Rather than use the in-site credit, they just took more money from me. This is fraud and it is straight up consumer abuse. I want all my money back from this fraud of a company.

  

  Business response

  01/11/2024

  This customer contacted us via our phone support on November 2, 2023. They claimed that they had really misunderstood [the cancelation policy] and that it doesnt make any sense. Our cancelation policy is located on every trip page, and linked in our checkout process. Additionally, when customers select to cancel their booking on our Customer Portal, they are shown a message detailing what they are owed, per this same cancelation policy. For a clear understanding of our policy, you can review our help center article on the subject. 

   

  This customer canceled before 90 days, but after the booking had been confirmed by the host. This means that they would receive a refund for anything additionally paid over the initial 25% down payment. That downpayment would be issued as a Trovatrip Credit Voucher, minus a $100 cancelation fee, to be used on our platform. This was also communicated via the Portal message and email message. 

   

  Trovatrip uses the down payment on a booking to cover initial operating costs, as well as paying the local Operator directly for services such as booking transport, reserving meal accommodations and hotel rooms for the trip. The $100 cancelation fee is to cover the processing of the cancelation and the operation cost of the cancelation process itself. 

   

  An important note about our Trip vouchers: The voucher applies to the trips overall cost, reducing that amount. Customers are not able to use the voucher as a single payment for the down payment, rather it reduces the amount due from the total. 

   

  For example, a $2000 trip requires a 25% down payment of $500. A voucher of $400 reduces the total to $1600 which would then require a $400 down payment. 

   

  In conclusion, we believe that we upheld our policy in this matter, according to the guidelines that are readily available to our customers. 

• Initial Complaint

  11/09/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  - Went on the Trip October 1st 2023. - Charged us around $6400 for the trip in full for two people. - A full day of activities were canceled without our consent. We were told the next day by the host. We did not receive day 3 activities as promised by *****. - Trova said our tour guide would be added to the group chat. That also never happened even after contacting ***** to add him. We never had communication with our tour guide. Even though we paid for that. (Only the host could contact him.)-We noticed that the things on our itinerary only added up to about $3300 total. We paid Trova about $6400. They shorted us by approximately $3100 which is $1550 a person. When asking for a price break down on where the other money went to. Trova trip would not provide even after numerous attempts. Also contacted the ***************** for a breakdown, they wont provide documentation showing what we paid for and how much day 3 activities were. - Has been over a month and have tried getting updates and contacting ***** numerous times and trying to make phone calls. Always are given the run around and told to wait for a response.. and no resolution has been given as of 11/9/23. We did not recieve day 3 services as promised, personal communication with tour guide as promised, and were overcharged for the entire trip. I do not recommend this company. And to note we have sent all text messages and supporting documents to Trova Trip.

  

  Business response

  01/26/2024

  Once again, I can only apologize for the time that this took to reach any sort of resolution. This was extremely atypical of our process as it took weeks to finally get connected with the other 2 parties involved in this investigation. I can provide some transparency here to the process and what surfaced with the investigation. However, to set your expectations correctly, because you disputed the payments made for this trip, we are unable to offer any sort of financial compensation.I will address each of the points you made, with what we received from our Operator/Host.1. Day 3's activities being canceled: The Host reached out to the Operator without our knowledge to cancel the day's activities to allow the group time to do their own thing. If this was not discussed as a group, or with the group by the Host, we will follow up with education on making changes to the itinerary with the Host.2. The guide was not a good resource and the Host had to do most of the arrangement and education: Our Operator provided correspondence between the Host and the Guide where he advised on restaurants in **********. The guide did the same for ****** the first night (when he took them to a walking tour of ********** and Leicester Sq which were not in the program). He didnt recommend Mc Donalds or street food vendors, he had to mention every option that can cater for the whole of the group, including street food (which for the group was very popular, since everyone wanted to go to **************). This is taken from the Operator's message directly.3. The cost of the trip: Our trip costs are priced by the Operator for each item on the itinerary including hotels, transportation, activities, meals, etc. Trovatrip adds our margin onto that amount, but most of the paid amount goes directly to the Operator. Additionally, the Host adds their margin onto this cost, to set the total cost that Travelers pay for the trip.To conclude, there were some missed opportunities and expectations with this trip to be assured. Namely, the canceled activities on day 3 should not have been made without notifying us or the Travelers. Additionally the missed lunch on the itinerary, which was made up for on the last day, but still a poor overall experience for that inclusion. We have passed your feedback on to both the Operator and Host, and will continue our conversation and education with them to prevent this level of disconnect in the future. As I stated before, as you have disputed the payments, we are unable to offer compensation for these missed activities. I appreciate your patience during this investigation. I am sorry that your experience on this trip left something to be desired and was not up to your (or our) expectations and standards. Thank you for providing your perspective of this, and I will continue to follow up internally here to make sure that all points were addressed where they can be.

  Customer response

  01/26/2024

   
  Complaint: 20849593
  
  I am rejecting this response because:
  

  Trova Trip took WEEKS on end to get back with us and came up with every excuse there was. On top of that when disputing the activities we did not receive with our bank.. ***** Trip sent in only the first half our letter to the credit card company and said that what we were doing was fraud! How insane when ***** Trip literally did not give us what we paid for nor could they even give us some sort of price breakdown. However, whenever I had to go through the itinerary and break down each cost and spend HOURS on end proving prices for how much we really should of been charged.. only then did ***** **** accept the charge back because they knew they were in the wrong and I had proof of everything. Including messages from the host. This company is a scam. Will not recommend them to anyone. 

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

• Initial Complaint

  08/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  TrovaTrip is a scam and an MLM. Not only did they not deliver on the trip and services promised, they are openly negligent. When almost everyone on our trip complained, they have blamed the tour operator that they outsourced to and said they can't do anything about it.Our over $3K USD tour (NOT including flights) lacked proper guides, accommodations and attractions. The guide ***** lacked any expertise, shared personal stories and ignored questions. He also yelled at us for asking questions. Literally yelled at us and our host had to tell him to stop yelling at us. The constantly changing travel itinerary caused stress and inaccurate travel times - like being on a bus for 3 hours with no rest stop or having to have dinner at a gas station. Key attractions were just skipped - imagine going to **** and not seeing ************* or ********? Will we didn't, so no imagining needed. One day there was a 5 hour delay because they double booked an attraction - we sat in sun with no food or water. The accommodations were awful, one costing just 100 Euros on booking.com.They offered us a 200USD refund only for the attractions missed (pasta cooking class, ********* visit, walking tour) not addressing our much bigger concerns. They refuse to do anything else and told our host she would need to compensate us if she wanted to refund us further. Their 'investigation' is closed despite only calling one person about their concerns when over 15 people submitted complaints.

  

  Business response

  09/22/2023

  Hi ******,
  
  We completely understand how frustrating and difficult the back and forth has been, and we're sorry that we haven't been able to do more. As stated in previous correspondence, we take negative reviews very seriously, and do understand the groups disappointment.
  
  As you mention, to the Traveler there isnt a differentiation between Trova and the Operator, and ultimately, we stand by our partners decision on the issued refund for the cost of the missed activities and additionally, the stress of the changing itinerary.
  
  Our business model ensures that the bulk of revenue goes to the local team doing the majority of the on-the-ground work and booking (those same Trip Operators). Then, the Hosts are compensated for their time, energy (before and during trip), and marketing efforts. Trova takes the final, and smallest piece of proceeds.
  
  In travel, things can take unexpected turns, and when they do the best thing that we can do is investigate and seek to understand where things went awry and how we can solve, refund and make good as much as we and our partners deem appropriate, and ensure that we are improving every aspect of the experience for the future via those partner relationships. For example, we may not be able to solve the impact of a rude guide or staff member after the fact, but we can (and absolutely do) work with our partners to correct for the future.
  
  I know at this point, there is likely nothing our team can say to ease the frustration you are feeling. We are sorry, and we wish you all the best.

  Customer response

  09/22/2023

   
  Complaint: 20547132
  
  I am rejecting this response because:

  There is no solution offered, they blamed a contractor and took no responsibility for not delivering services they sold to me. 

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

  

  Business response

  10/04/2023

  Thank you for contacting us and allowing us to give further feedback. To clarify, after a thorough investigation which included speaking to the Trip's Host, the Guide, the Operator and other Travelers, we understood that a view experiences were not delivered as expected. As a result, we did in fact compensate ******, and her fellow travelers, for the inconvenience caused. This refund was for $210 in total and covered the cost of: 

   

  The refund amount covered the cost of:
  the delayed pasta class 
  Not visiting ************* while in Rome [this is a 50 EUR value]
  The inconvenient location of the Tarot Garden tour which resulted in a shorter than expected visit

   

  Please note that this was a gesture of goodwill from TrovaTrip. While we endeavor to always deliver amazing experiences, we are a platform that connects travelers to third-party operators. This is agreed to at the time of booking in our traveler terms which ****** did agree to at the time of booking. While I appreciate she views this as us placing blame onto our Operator, this is our business model. You can view our full terms here: ******************************************************

  After our investigation we do believe the compensation was fair and was determined after a full review. Hope this does help clarify ******** concerns and brings this case to a resolution.

   

   

• Initial Complaint

  08/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a trip with a $600 down payment. I cancelled the trip before 90 days.The policy is Clear cancellation policy.Travel is a big commitment and so is planning, designing, and hosting a trip. So weve built a policy that supports our Travelers, while still protecting the work that our Hosts and Trip Operators do at each stage of the process.Our Traveler cancellation and refund policy is:You book your spot on a trip and pay a 25% down payment: while your spot is pending, that 25% down payment is fully refundable.* Once your spot is confirmed: that 25% down payment is non-refundable.* If its more than 90-days out from the trip, that 25% down payment (minus a $100 cancellation fee) can be a trip credit * towards future travel, as long as you book in the next year.* If confirmed more than 90 days prior to departure (and outside of the 72 hour cancellation window), you will receive a trip credit in the amount of the down payment, minus a $100 cancellation fee for each spot canceled.Your balance payment is due 90 days before the trip.90days before the trip, we cannot issue any refunds. At this point, funds have been applied towards the trip such as booking accommodations and local activities.If you ever forget, our policy is easily located on any trip page and you can read more in ************************ ourCovid-19 policycan be located here.I asked Trovatrip to use my refund toward a hotel booking, this is a trip I am taking within the year of the deposit. * towards future travel, as long as you book in the next year.The original trip I cancelled on was fully booked. My deposit and entire trip was paid by someone else.Trovatrip response was that the refund could only be used on a product they originated, not on travel or a trip. At no place do they identify themselves as not a travel company. They have the ability to book anywhere in the world.The return policy is miss represented and not accurately stated

  

  Business response

  08/14/2023

  Thank you for reaching out. We make sure our terms and conditions are easily accessible and require customer acknowledgment before purchasing anything on the TrovaTrip platform. We hope that we can provide additional clarity of our applied terms and policies.
  
  This this case, you booked a trip to ********** on April 1, 2023, for the travel date of September 19, 2023. You canceled a spot not his trip on May 24, 2023 which was before our 90 day deadline per our cancelation policy. Our Cancelation Policy is as follows:
  
  -Your spot is pending: The 25% down payment is fully refundable
  -Your spot is confirmed: The 25% down payment is non-refundable. We are able to offer a trip credit of the down payment minus a $100 cancellation fee that can be used on any future travel as long as it's applied within 12 months of issue.
  -90 days or less before trip start: 100% non-refundable
  
  This means you qualified for a trip credit for her 25% down payment, per this policy. The issued trip credit voucher can only be used to book future trips through TrovaTrip and must be used on our platform. As a travel platform, we rely on our local operators to provide the accommodations and on-the-ground experience, including hotels. As the customers pay for the trip through us, and we pay the operators, our trip credit vouchers are only able to be used on our platform. You requested the trip credit voucher to be applied to a hotel outside of our platform and not attached to a **********, which we denied. These vouchers are not able to be transferred to other platforms or companies and must be connected to a booked trip through us.
  
  We appreciate you reaching out and allowing us to shed some light on this complaint. We strive for booking transparency and hope we can take this opportunity to continue to improve our customer experience for all our travelers.
  
  If you have further questions or require further documentation, please do not hesitate to reach out ******************************* and we will be happy to assist. 

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I booked this trip November 2022 with a confirmation that a single occupancy room was reserved, as you can see from the screenshots. I also confirmed multiple times that it was reserved as this is very important for my anxiety and safety. Yesterday, less than 3 weeks before the trip I was told that while other travelers were in single rooms, I would no longer be able to be. I checked with the hotels and they have rooms available. I have spent thousands of dollars so canceling the trip will be a huge personal and financial loss for me. I am also now concerned about retaliation during the trip as it seems like I have been singled out intentionally. They are operating in bad faith and failing to fulfill the requirements of their contract. I offered two solutions, they can either book me a single room with air conditioning or I can book them and they can reimburse me. I was told this was not an option and that a supervisor will call me later today, I requested by 2pm. I noticed their ****** reviews in the past few months have noted this issue for other customers, so I am skeptical, but remain open to a resolution. Thank you.

  

  Business response

  06/29/2023

  Hi ********* - Thank you for all the details regarding your upcoming trip. We completely understand how this can be anxiety-producing. We have connected with our **************** team and they are aware of the situation. They are working to find a solution and have been in touch with you via phone and email. As soon as there are more details, our team will be reaching out. 

  Customer response

  07/03/2023

   
  Complaint: 20249612
  
  I am rejecting this response because: thus far our group, which is nearly half of the people who signed up for the trip, haven't received any actual solutions. We keep being asked for patience, but several Italian business days have passed without any real details or options. I, once again, offered to book my own rooms, which could be accomplished in less than 30 minutes, if the company will reimburse me. Other travelers are requesting refunds before it's too late to cancel their airfare and we are just being implored for more patience. I would love to resolve this more simply, but I'm concerned this is an intentional delay tactic at this point.
  
  Sincerely,
  
  *********************************

  

  Business response

  07/13/2023

  Hi ********, 
  
  Thank you for your patience as we worked through this booking detail. You should have received an email confirming you are now in a single room for your upcoming trip to *****. Yippee! If you have any further questions please don't hesitate to reach out to ******************************

  Customer response

  07/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

*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. ↩