trivago Reviews 

I found a great deal, to stay at the morritt arms greta bridge. Wonderful, a lot cheaper than other sites. So, I pressed the button to " view the deal " ..... Doesn't work. Tried 4 times, nope, nothing, nada. Frustrated, annoyed, delete the site from my tablet. Not before writing an honest review of a CON.

I rarely leave negative reviews, but my experience with Trivago’s customer service over the last few days has been extremely disappointing.

On 29 June, I accidentally booked a room at the Thistle Holborn for the following weekend instead of that night. I realised my mistake immediately and, rather than cancelling my trip, I booked a second room at the same hotel for the correct night.

I contacted Trivago straight away and was told that if I could get written confirmation from the hotel agreeing to a refund, Trivago would process it. The hotel kindly provided that confirmation, and I forwarded it to Trivago on 30 June.

Since then, I’ve contacted customer service four times by phone and email. On two separate occasions, I was promised a follow-up email summarising the conversation and next steps, but neither email ever arrived. I’ve had no meaningful response to my refund request, despite providing everything that was asked of me. The only email I’ve received is a customer satisfaction survey.

I also paid extra for the VIP customer support option, which added no value whatsoever.

This has been an incredibly frustrating experience. Unless this is resolved within the next 24 hours, I won’t be using Trivago again, and I certainly won’t be recommending it to friends, family or colleagues. The issue itself was a genuine mistake, but it’s the lack of communication and follow-through from customer service that has turned it into such a poor experience.

I have never before felt compelled to report a company to both Trading Standards and the Advertising Standards Authority, but my experience with Trivago and ZEN Hotels has left me with little alternative.

I paid £1,441 for accommodation that was advertised on Trivago as suitable for 2 adults and 2 children. After my payment was taken, ZEN Hotels issued a booking confirmation for 2 adults only. I have screenshots of the booking process clearly showing that I selected and paid for accommodation for 2 adults and 2 children.

To me, this is not a minor administrative error. It is a fundamental discrepancy between what was advertised and what was ultimately supplied.

When I first contacted Trivago, I was directed to ZEN Hotels. After numerous emails and telephone calls, ZEN Hotels refused to refund me or rectify the issue, despite the booking confirmation not matching the accommodation I had selected and paid for.

Having reached a dead end, I returned to Trivago for assistance. I was assured that I would receive a response within 48 hours. That was 10 days ago, and I have still not received any meaningful response. Trivago provides no customer service telephone number, leaving customers entirely reliant on email communication, which, in my experience, has been ineffective.

I believe I entered into this contract on the basis of advertising that represented the accommodation as suitable for 2 adults and 2 children. The confirmation issued after payment was materially different. In my view, neither company has adequately addressed this discrepancy or taken reasonable steps to resolve it.

As a result, I have:

Reported the matter to Trading Standards.
Submitted a formal complaint to the Advertising Standards Authority regarding what I believe to be misleading advertising.
Initiated a Section 75 claim with my credit card provider.

These formal complaints should never have been necessary. A prompt investigation and resolution from either Trivago or ZEN Hotels could have resolved this weeks ago.

The most disappointing aspect of this experience has been the complete lack of accountability. Rather than taking ownership of the issue, each company has redirected me to the other while £1,441 of my family's holiday money remains tied up. Meanwhile, my children are asking whether we're still going on our summer holiday, and I cannot answer them because neither company is prepared to resolve a problem that they created.

If you are considering booking through Trivago or ZEN Hotels, I strongly recommend taking screenshots of every stage of the booking process and checking your confirmation extremely carefully. My experience has shown that what is displayed before payment may not correspond with the booking confirmation issued afterwards, and obtaining assistance if something goes wrong has been exceptionally difficult.

Should either Trivago or ZEN Hotels now choose to investigate this matter properly and provide an appropriate resolution, I would be happy to update this review to reflect that. Until then, based on my experience, I cannot recommend either company.

Do not book anything through trivago. If you have an issue, they just pass you on to the third party booking company. In my case it’s Zen hotels. They booked me a premier inn room last night in Kilmarnock , sent me an email congratulating me on my first zen booking . The email had a booking number and the hotel name and address ( no postcode ).
Got there , no room booked, hotel full.
Showed the reception the booking number, she checked it along with checking the hotel details. She advised it was the right hotel I was at. She spoke to head office. Asked to see the booking again and it had vanished from my phone.
10 mins later, I got another congratulation on booking my first hotel with Zen hotels. It was for the same price, but a premier inn in clacton on sea ( 400miles away)!
Complained to zen, who insist I booked a room in Essex, even though I’m up in Scotland . Absolute scam and you can’t contact trivago as they direct you back to zen.
I will never use trivago again, and I use them all the time. No point in speaking to my bank either as it was under £100.
Zen hotels are based in Cyprus apparently . Surprise surprise, another foreign scam company!
Do not use!
Had the same issue when I got re directed to a company called Stay for long last year. Still haven’t had any money back and talking to the premier inn is a waste of time. They again, pass you back onto the company that’s scammed you!
Today’s society is down the pan. Trust nobody!

I booked a hotel in Great Yarmouth. It was like a war zone disgusting filthy dirty and we couldn’t stay the night after viewing the room. When I complained to trivago they never came back to me. My advice avoid this company.!

DO NOT USE THIS COMPANY....... TOOK OUR MONEY FOR HOTEL BUT THE HOTEL WAS FULLY BOOKED 12 MONTHS AGO. NO ONE CAN BE CONTACTED TO GET A FULL REFUND......

Used trivago via Google to book a hotel. Received an email 3 hours later saying the booking couldn’t be handled. In 15 years of booking using sites like hotels, booking, Expedia, Airbnb and others, I’ve never had this happen.

I tried Trivago to book several hotels and each time it was cheaper to go direct.

I’ve booked through Trivago twice because it came up with unbelievably cheap prices for hotels. On both occasions what I booked and paid for was massively different to what I actually got when I arrived at the hotel. On both occasions the hotels were listed as having free on-site parking, which turned out to be a lie and caused significant logistical problems and extra expense. In fact the only places to park for more than one night were unsecured parking spaces a long distance from the hotels which cost almost as much as the rooms themselves. There wasn’t even a space to drop luggage at the hotel before going to find parking. In one case Trivago got the name of the hotel completely wrong and I had to guess which hotel I had been booked into after walking up and down the street three times. The rooms were absolutely nothing like the images in the booking. One was very much smaller and had no heating or air conditioning, nor any of the other facilities listed that I was relying on. The other wasn’t a standard room at all but an unmade bed in a dormitory. There was absolutely no indication of this in the booking and in both cases the hotel staff could not have cared less and were clearly pretty tired of having to deal with all the constant complaints from bogus bookings.

Firstly, the Trivago TV ads have annoyed me for as long as their ads have been running. They give you some minor celebrity in his own head telling you you could have got a room cheaper with Trivago.

What they don't tell you is he's comparing apples with avocado's.

I want to draw your attention to this: Mercure Hotel, Paignton.

Book Direct with the Hotel:

Privilege Superior Room, 1 double bed, with bay view. Date from the 8th of August to the 12th of August. £561.61 for room only.
B&B £626
Half Board- £1051.20

Book same room, same period with Trivago

£624.00 Room Only

B&B - £696.00

Half Board- £1168.00

Now I have given you the like for like prices. Why would you bother with Trivago? Don't bother checking Trivago in the future. They can only afford TV advertising because of you and the extra money they are charging you.

I have selected the dates as that is the weekend we are looking for.

Don't trust Trivago or a German football coach (who didn't get the call to run their national side) when they tell you anything.

I got scammed by Algotels which I found & used via Trivago website. You think using a company as big as Trivago you would be safe? Not at All!!

DO NOT USE THIS COMPANY

When making a booking for a bargain hotel I was not expecting the addition of a compulsory tip.

The whole concept of gratuities is all about awarding good service and definitely not a tax.

What is even more offensive is that having had to cancel my booking Trivago still kept the "tip"

Avoid Trivago they are simply dishonest despite what the man with the painted white teeth says.

Doesn't seem like a firm that you can trust to me.

The advert is so annoying

They froud and big lair all of ther staff i have ring them to provide me booking refrinse i been told to put on hold so they can ring to hotel to confirm she come back after 5 mints told me the off8ce is close have to rinh then on working hours next day i ring agin and told one of stof to chase it up she told me wen i put my phone down she will chase them up she cant ring them wile im on call but dont get it how come she ring yestrday wen i was on call i been chasing up for 5 day amd end up canceling it not woeth ti play with it and spoil your holiday

Leonardo Tower Hill stayed 29 to 31 May
I reported that the shower wasn't draining away (as was the sink) & had flodded the bathroom. I did this 1st thing in the morning & was told that maintenance would deal it. I reported it again a few hours later and again a few hours after that before I went out stating I needed to use the shower on my return. Several hours later the shower & room had not been touched, upset at the lack of any resolution to my issues I went to reception to be told again that maintenance would be informed. I was sick & tired of false promises & asked to speak with a manager who I informed that if the shower could not be repaired I would need to be moved as my shower had been reported earlier that morning. Eventually a maintenance employee turned up to put some drain cleaner down & informed me it was repaired, IT WAS NOT! I have never been in a hotel with such a shoddy regard towards customer care, I was very disappointed by their lack of care for the sanitary needs of its guests.

This Company should not be trading as it refers bookings to third parties without customers consent..I am not a practicing solicitors , but questions must be asked about there trading practices.....

You will find them a total waste of time and hold little weight with Hoteliers.....

Too many cowboy booking agents out there & not enough Indians....

I booked a hotel in good faith. I tried to discuss the booking with the agent just after on 'chat'. The unprofessionalism and dishonesty were beyond words! How can the booking be trusted? Its can't!
Truvago were completely unhelpful.

Trivago is simply a middle man so drive up prices. They actively direct you to where they want you to book and make it difficult to get prices or availability for others. Finance driven and the customers can come second. Wish they would quietly go away

Terrible hotel wee left 1 day early because of noise and station hotel inn alness had a wedding so couldn't get an evening meal manageress was terrible a very bad hotel with a bad attitude and very bad service I would like too give hotel 0 stars and trivago no one intrested