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Here’s what consumers have asked with answers from Trivago staff and previous consumers.
Dear Donna, Thank you for your question and we would be happy to help. We are a hotel search site, we pull information from multiple OTAs (online travel agencies) and display the prices together. However, once a user clicks through to book a room, they are directed to the appropriate booking site which provides that price to complete reservation and payment details. Trivago doesn't actually have any involvement in the making of the booking. Booking sites such as Hoteling.com have a specific number of rooms in which they are entitled to book for each individual hotel. Often, once their inventory is full, (all allocated rooms have been reserved) the reservations will not be sent through to the property’s own reservation system until a few weeks or even days before the guest is set to arrive. This is why the hotel may not have received your reservation yet. So to answer your question in short, no Hoteling have not scammed you. In order to make any changes, cancel, or confirm your current reservation, you will need to contact Hoteling.com. Here you will find their contact details - http://www.hoteling.com/ContactUs I hope this helps ease your concerns. Please do get in touch with our user support team directly at info@trivago.com if you need further assistance with the above. They will be more than happy to help you. Kind regards, Trivago user support.
Dear Janice, Thank you for your question and interest in trivago. If you have an issue with your hotel search on trivago and need to speak to our user support team, you can do so at info@trivago.com. However, if you have a booking issue you need assistance with then please get in touch with the booking site you used to make the booking directly. All their details should be listed on your booking confirmation. You may also find that our support center provides all the answers you need - http://company.trivago.com/support/ Kind regards, Trivago user support.
Hello Jane, Thank you for taking the time to get in touch. I believe that my colleague James is currently assisting you with your booking issue and is in contact with Hoteling.com on your behalf. He has informed me that he expects that the issue will be resolved very shortly and that Hoteling.com will be in contact with you immediately. We are very sorry for any inconvenience and upset caused by this. As you are aware now, trivago keeps no records of the transactions made through the booking sites and cannot alter or access your booking in any way. Any further inquires you may have you can refer to James at info@trivago.com. Kind regards,
Dear Ernie, Thank you for your question. As a hotel search, trivago is not involved in the booking process between the user, the online travel agent and the hotel, and therefore cannot, in any way, claim financial responsibility for the transaction process between these parties. Nevertheless, before displaying rates from a booking site on trivago, a background check on the company is always conducted to ensure that their customers have the opportunity find the deals offered on their website. This background check has been completed for Amoma.com. Amoma is a Swiss company, which explains why their banking is handled out of France. Trivago does not display deals from any site that does not pass our initial integration check, or where there are any reports that the site is not reliable. As we endeavor to display all online hotel offers globally, we believe that we would be doing a disservice to our users if we were to ban a booking site. What you can and should expect from trivago is that we will always strive for maximum transparency. Therefore we recommend that our users take further steps to review the booking site’s rating score. All rating scores are prominently displayed next to the logo of each booking site on trivago and are continuously reviewed by fellow trivago users. Please get in touch with us directly at info@trivago.com if you need further assistance. Kind regards, Trivago user support
Hello Kimberly, Thank you for taking the time to get in touch with us and we would be happy to help. We are afraid, we were not able to reproduce this issue, and can only assume that the price was not updated when you checked it. All prices on trivago are updated every day according to information provided by the booking sites. If you found a price difference between our site and the booking site, it is likely we had not yet received the update at the time you checked it. However, we would love for you to get in touch with us directly at info@trivago.com for further assistance in this matter. Please provide all your search criteria details and screenshots if you can. We look forward to hearing from you. Kind regards, Trivago User support.
Estimada Lillian, Muchas gracias por comunicarte con nosotros. Si bien utilizaste nuestra plataforma para hacer tu búsqueda, al momento de elegir una oferta te hemos redirigido a la página de una agencia de reservaciones (despegar.com, booking.com, expedia.com etc) La reservación y pago se efectuó directamente con dicha agencia y por seguridad no recibimos los datos de la misma. Te pedimos de favor ponerte en contacto con la agencia de reservas para solicitar la cancelación que deseas. Puedes conocer el nombre y los datos de contacto de la agencia en el correo de confirmación que recibiste (si no encontraras este correo te sugerimos buscar en la bandeja de no deseados) Si tienes alguna duda o podemos apoyarte con algo, seguimos a tus órdenes.
Hello Jen, For your online security, we keep no records of the transactions made through the booking sites and cannot alter or access your booking in any way I am afraid. Therefore, you will need to contact the booking site with whom you made your reservation with in order to cancel your booking. The details of your booking can be found in your confirmation email from the booking site. Please get in touch with us at info@trivago.com if you need further assistance with contacting your booking company and we will do our utmost to assist you in this matter. Kind regards,
Trivago is a search engine, not a booking company. You must read the booking company's terms and conditions that you choose from those reported by your Trivago search. This is the big problem... Trivago doesn't care what booking company you choose. Some are very shady companys that reviewers report as such on sites like this one. After you use Trivago to find your cheapest room, you then need to search SiteJabber to get the low down on the booking companys you find for your hotel search. Some companys' "guaranteed low price" terms are non-refundable, rendering the low price option meaningless. One such is Booking.com. I recommend avoiding Booking.com due to their questionable ethics.
