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We booked a Suite prior to Covid the hotel will not refund the deposit. The only Hotel in Italy that has not returned the deposit for a three week vacation part of a wedding group that was coming. I feel this is a horrible prescient for a five star hotel.
Eldorado Restaurant Review
I'm very sad to have to give my beloved Eldorado only 2 stars. Our family has been coming for 8 years, as part of a larger group event. Until now, it has been a highlight of our year. Sitting on the boardwalk, on the veranda, or in the lounge and eating exceptionally delicious, fresh and creative meals was an unparalleled experience.
However, this year we were vastly disappointed. The menu has been dramatically pared down, makes little sense, and frankly isn't very good.
In a very short order we were all so bored with the limited choice and underwhelming food, we had to look elsewhere; which we did not want to do. The menu remains the same for lunch, dinner, and in the lounge. It also has only a few items and tastes merely average. The breakfast menu is boring and uninspired.
I have no complaints about the service in the restaurant. However, the lounge staff left much to be desired. Both nights we were there, it was apparent we weren't welcome. In fact, when we arrived at 9:45 pm on a Saturday night, Jason was clearly annoyed and appeared eager to kick us out at midnight. Which is fine, but the manner in which it was done left us all offended and perplexed. We were a sober and quiet group. (My husband and I are grandparents. We were taking our sons, daughter-in-laws and niece out for an after dinner drink to celebrate a birthday).
We are seriously reconsidering our stay at the Eldorado next year, due to this unfortunate 5-day experience.
I had a real problem booking and Trivago actually helped to solve the problem, I was impressed by the U. K. customer service office, and an individual person in that office which I do not want to mention by name on this review but wow, the willingness to help solve the issue was incredible. Thank You. Ron
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Dear Ron,
Thank you for taking the time to leave a review.
Please allow us to correct you on a few things.
Trivago is a hotel search and not a booking site, you cannot make a booking on trivago. As a hotel search, trivago is not involved in the booking process between the user, the online travel agent (Otel.com in your case) and the hotel, and therefore cannot, in any way, claim financial responsibility for the transaction process between these parties. We pull information from multiple (over 260) booking sites 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.
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 Otel.com. You are correct, Otel.com is a Turkish company, which explains why their banking is handled out of Istanbul.
Trivago does not display deals from any site that does not pass our 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 would like further assistance with your issue. We will do our utmost to help you.
Kind regards,