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Here’s what consumers have asked with answers from Trivago staff and previous consumers.
Dear Christine, Thank you for taking the time to post a question. Apologies for the delay in our response. Should you ever have an issue with your hotel search on trivago you can also contact us directly at info@trivago.com or refer to the FAQs on our website for immediate information - http://company.trivago.com/support/ It is important to bear in mind that as a hotel search, trivago is not involved in the booking process between the user, the online travel agent and the hotel. Trivago keeps no records of the transactions made through the booking sites and cannot alter or access your booking in any way. In order to make any changes, cancel, or confirm a reservation, you need to contact the booking site which you used. On trivago, users can search and compare different hotels and prices on our site. We pull information from multiple OTAs (online travel agencies) and display the prices together. However, once a user clicks through to view deal, 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. Hotels distribute discounted rates to multiple booking sites which are usually under the normal BAR or sell rate which can be booked directly at the hotel. What trivago does is simply displays them all together, in one place, for users to compare and choose from. Our main purpose is to help users find their ideal hotel. We function as a portal for hotels to advertise themselves, as well as a meta-search for booking sites to display their rates and increase the traffic to their companies. Our main goal is to help people find that particular ideal hotel to fit their needs, then they can book it however they choose. We hope that the above clarifies what trivago is and how our free hotel comparison site works. Should any of you need any further assistance please do get in touch with us through the above means. Kind regards, James Morrison Trivago user support.
Dear Michelle, Thank you for your message and I would be happy to help. Depending on the booking site you choose to make your reservation with (ex. Expedia, booking.com, Agoda etc.) you may be required to prepay for the booking in full, an authorization (hold) on your credit card may be placed, or you may have to simply pay upon check out at the hotel. I would suggest reading the policy of the particular booking site you use, to see how their payment process works. As trivago is a hotel meta-search, meaning users can search and compare different hotels and prices on our site, we pull information from multiple OTAs (online travel agencies such as Expedia or Booking.com) 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. Please let me know if I can be of any further assistance. Kind regards, James Morrison Trivago user support.
Prepaid, You will probably not get your full refund. It is an overseas location. They charge "foreign " transaction fees. It will also take months. I suggest book elsewhere
Hello Wayne, I am very sorry to hear that you have had this issue with your booking. If you have not already done so, please contact the booking site that you made the reservation with in order to correct your dates. Please note, as a hotel meta-search, 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. In order to make any changes, cancel, or confirm your current reservation, you will need to contact the booking site which you used. If you need any further assistance, please contact us at info@trivago.com and we will do our utmost to help you. Kind regards,
Dear Julie, Thank you for your message and we would be happy to help. As a hotel search and not a booking site, trivago keeps no records of the transactions made through the booking sites and cannot alter or access your booking in any way I am afraid. In order to make any changes, cancel, or confirm your current reservation, you will need to contact the booking site which you used. Please let us know if I can be of any further assistance. Kind regards, James Morrison Trivago user support USA/CA
Dear Harry, Thank you for your question. As a hotel search and not a booking site, trivago keeps no records of the transactions made through the booking sites and cannot alter or access your booking in any way. In order to make any changes, cancel, or confirm your current reservation, you will need to contact the booking site which you used. On trivago, users can search and compare different hotels and prices on our site. We pull information from multiple OTAs (online travel agencies) and display the prices together. However, once a user clicks through to ‘view deal’, 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. If you remember the booking site, you made your reservation with, please contact them directly. Alternatively, you can look at your credit card statement to see if the company’s name is displayed next to the charge. If you do need further assistance you can get in touch with our user support team at info@trivago.com. They will do their utmost to assist you. Kind regards, Trivago user support.
Dear Susan, Thank you for your question and for using trivago to find your ideal hotel. The answer from Steve is almost correct - As a hotel search and not a booking site, trivago keeps no records of the transactions made through the booking sites and cannot alter or access your booking in any way I am afraid. In order to make any changes, cancel, or confirm your current reservation, you will need to contact the booking site which you used. On trivago, users can search and compare different hotels and prices on our site. We pull information from multiple OTAs (online travel agencies such as Expedia or Booking.com) 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. If you both need any further assistance at all please get in touch with us directly at info@trivago.com. We will do our utmost to help you. Kind regards, Trivago user support.
Hello Sarah, Thanky you for your question and for using trivago. Also Phil, thank you very much for your very informed answer, we appreciate it. Sarah, if you do not see the currency on the top right corner of the page please scroll to the very bottom and you will see it there. This is a new feature we are testing out as we update the look of our pages. If you need any more assistance at all please get in touch with us at info@trivago.com Kind regards,
Victoria is correct. Trivago is a search engine, not a booking site. You must contact the booking site you chose for cancellation policy. L
Read the terms of the booking company you used. Trivago is a search engine only. Many booking companies that come up on a Trivago search have a non-refundable policy, especially the lowest bids. If so, you are outta luck!
