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:06/25/2025

  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.

  On May 18th, I booked a hotel room at the ******************************** through Trivago for $314 to celebrate my birthday. Upon arrival, the hotel placed a $357 hold on my card. I expected this to be released, since I had already paid Trivago in full. However, upon checkout, the hotel charged me the full $357 because they never received payment from Trivago.I have since spent weeks trying to resolve this with Trivago. Their customer service has been extremely slow, inconsistent, and unprofessional. Despite repeatedly promising to respond within 2448 hours, they have failed to do so. At one point, they even sent me another customers credit card information a serious and unacceptable breach of privacy and data security.Trivago took my money, failed to pay the hotel, exposed sensitive information, and left me to cover the cost of the stay myself. I was forced to pay twice for one reservation, totaling $671. I am requesting a full refund of both the $314 I paid to Trivago and the $357 I was charged by the hotel due to Trivagos failure to fulfill its obligation.

• Initial Complaint

  Date:06/19/2025

  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.

  On May 5th, 2025 I purchased through Trivago a hotel room for 15 days. The check in was supposed to be from June 15th-June 30th. A new law went into effect on May 7th, AFTER I made the reservation for the hotel, that stated you have to have "Real ID" to travel. I didn't have real id, so as soon as I heard about the new law, I went to my licensing department to try & get my real id. They told me, they needed my birth certificate, so I went home to try & find it. I couldn't locate it anywhere so I ordered a new birth certificate & paid $100 extra for expedited shipping, even with expedited shipping, I wouldn't get it until July, well after my reservation for the hotel room in June. I made every attempt to get real id so I could travel & keep the booking, but it was out of my hands. So, ultimately I could not go on my planned trip to the hotel because I didn't have real id. I contacted ********************** a total of 7 times! & I explained this very situation & asked to cancel the reservation for the hotel since I absolutely could not go because I didn't have real id. I wanted to get my $2265 refunded so I wasn't out that money. My first contact with them was May 25th & I was told I would get a response in ***** hrs regarding canceling the reservation & a refund, I never heard anything. I contacted again a second time on June 6th, same thing, I was told I'd receive a response in ***** ******* never did! I have called them a total of 7 times & STILL nobody has called me back or emailed me about my refund. As June 15th was approaching, which was my check in date for the hotel, I decided to reach out directly with the hotel & explain the situation. They told me the reservation was canceled on May 29th! That means Trivago successfully canceled it & have just been holding onto my money all of these weeks! It's now June 19th as I write this! I simply want my $2265 back for the reservation of the hotel room that I was never able to attend! They refuse to contact me back or give my $ back!

  Customer Answer

  Date: 07/14/2025

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

• Initial Complaint

  Date:06/17/2025

  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.

  I booked a hotel through Trivago but did not realize that when the page refreshed, the system changed my check-in date. I noticed the error immediately after booking and called Trivago within minutes to correct it. I was on hold for 1530 minutes and was told a callback would be made by an escalation specialist. That call never came. I called again about an hour later and was told the same thing. I specifically mentioned that I had already been told I would receive a call, and it hadnt happened. Again, they reassured me a callback was coming. I went to bed around 10 p.m., and no call ever came. Instead, I received multiple emails in the middle of the night stating that they could rectify the issue asking for a reply and that I need to pay an additional fee due to a price change. I responded and paid the additional fee around 8 a.m. I received confirmation that the reservation date was successfully updated. However, when I arrived at the hotel at 5:15 p.m., they had no reservation under my name. I immediately called Trivago again and was placed on hold for over 30 minutes. Once I reached a representative, I was told again someone would call me back in 1520 minutes. I asked to speak to a manager, was placed on hold again for 57 minutes, and was told the same thingthat someone would call. I tried to ask a question, but the representative hung up on me. It has now been over an hour, and I have still received no follow-up call. I was charged for the original reservation, plus the additional fee, and was forced to pay out of pocket for another hotel room on-site due to the failed reservation.I am requesting a full refund for the original booking of $223. Despite multiple attempts, I have been unsuccessful in resolving this issue. I have never experienced such poor customer service.

• Initial Complaint

  Date:06/17/2025

  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.

  I booked and paid for two hotel rooms through TrivagoDeals. Upon arrival at the hotel, only one room was available. The second room, which I paid for, did not exist or was otherwise unavailable. This was not a cancellation or no-show on my partthe service was simply not provided.Despite contacting the vendor, I was informed that the booking is "nonrefundable." However, nonrefundable terms should not apply when the agreed-upon service was never delivered. I am requesting a refund only for the unused room that was not available.I have called four times and emailed 5 times and have been told 24-48hrs. It's now 6 days later. All representatives are very rude and threatening and will not pass you through to anyone who can help.

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair 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 rented a room thru their booking site the motel wouldn't honor my request now I can't get a refund.

  Customer Answer

  Date: 06/13/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******** ******
  
  
  
   
  
  

• Initial Complaint

  Date:05/22/2025

  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.

  I booked a stay at The ***************************** from May 8th to May 11th, 2025, through Trivago platform. The booking reference is #********.On the night of May 8th, I experienced a significant issuethe heater in my room was not functioning. After raising the concern, I was eventually relocated to another room. During this time, I spoke directly with Director ******** of the hotel, who assured me that the first night (May 8th) would be comped due to the inconvenience.Director ******** also explained that since the booking was made through a third-party platform (Trivago), the hotel would approve the refund once contacted by Trivago. I subsequently obtained and forwarded written confirmation from the hotel supporting this refund.Despite this, Trivago has failed to process my refund. I have been in contact with the customer service team for over a week now. On each occasion, I have been assured that I would receive a follow-up within 24 to 48 hours. However, I have yet to receive any meaningful response or resolution.I am now formally requesting the following:Immediate approval and processing of the refund for the night of May 8th, as confirmed by the hotel.Escalation of this issue to a senior representative, if **************** contact details (email addresses or phone numbers) of the department handling this matter, to ensure transparent and effective communication.This experience has been frustrating and reflects poorly on Trivagos customer service standards. I hope this matter can be resolved swiftly and professionally.

  Customer Answer

  Date: 06/21/2025

  At this time, I have been contacted directly by trivago GmbH regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

  The busniess has contacted me and said they are working but no resolution. ****** has approved, so Im not sure why Trivago is taking time. No resolution as yet.

   

   

   

   

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

  Sincerely,

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

• Initial Complaint

  Date:05/21/2025

  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.

  While attempting to book a room at the *************** and ***************** on May 16th for May 16th, the booking platform automatically defaulted to May 19th without my intent or awareness. When did booking sites begin auto-defaulting to a date in the future, rather than the current date? Unfortunately, I only noticed this discrepancy after completing the ********** soon as I realized the error just a few hours after making the reservation I immediately contacted Trivago **************** on the same day, May 16th, to request a cancellation. Despite acting promptly, I was still charged for the incorrect reservation and am being refused a refund for a hotel reservation I did not even utilize.Thankfully, the Texas A&M Hotel and ***************** itself was able to accommodate me for the correct date, May 16th, but I am now being billed for two bookings, which has put me in financial hardship, which I feel is unjust, especially considering that I made every effort to immediately rectify the issue as soon as possible.I believe it is unreasonable and unfair to penalize a customer for an honest mistake that was addressed in a timely manner, especially when the platform's auto-date selection contributed to the confusion. I kindly request that Trivago issue a full refund for the incorrect booking.

• Initial Complaint

  Date:05/18/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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 2 nights to extended stay with trivago and the room was filthy, stinky and had hairs in towels since then the district manager refunded my money to trivago and trivago will not refund my money. They are a scam company and negotiate the arm pit rooms in the hotel that the hotel cant rent out on there own.

  Customer Answer

  Date: 06/12/2025

  At this time, I have been contacted directly by trivago GmbH regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

  There not handing down the return from the hotel. They are thieves 

   

   

   

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

  Sincerely,

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

• Initial Complaint

  Date:05/16/2025

  Type:Service or Repair 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 reserved a hotel through Trivago deals on March ****** at 9:54pm to stay at *********************. I was charged a total of $378.01. The business was supposed to provide confirmation of a pre-paid stay to the hotel, however, as I checked out of the hotel, I was charged a second amount of $232.89 because the hotel said they did not have record of a pre-paid reservation for me. Trivago should've ensured that I did not pay for my room a second time since I had already paid them the full amount of $378.01 for the stay. Not only that, but when I disputed the charge with my bank, the claim was denied because Trivago Deals lied and said that I left my stay at the hotel early when I *** them a receipt confirming that I paid for the same number of nights I originally booked. I stayed the full amount of time I paid for. The business also takes weeks to respond back to me at a time. I treid to resolve the issue first when them before contacting my back but they were consistently unresponsive and failed to provide updates regarding the situation. They have not tried to resolve the issue.

  Customer Answer

  Date: 06/12/2025

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

• Initial Complaint

  Date:05/14/2025

  Type:Service or Repair 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 room on March 3rd online for an April 28th hotel stay in ***************, **. Trivago Deals debited $140 for said hotel room from my bank account. When it came time for me to travel, I searched for an email confirmation. I could not find an email in my primary email. Thinking I may have deleted it, I looked up the company through my credit card transactions. Trivago Deals was listed on my credit card statement, I contacted the website to get the hotel booking details. They stated they are not a booking site, only a price comparison site. I tried to login although I don't recall creating a login. They were not able to provide me with any details of the hotel stay that I booked. Ultimately, they take consumer's money but do not actually book hotels and have no way to locate booking information for their customers.