Complaints

This profile includes complaints for TripAdvisor, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  TripAdvisor, LLC

  400 1st Ave Needham, MA 02494-2815

• 

  TripAdvisor, LLC

  226 Causeway St Boston, MA 02114-2171

• 

  TripAdvisor, LLC

  400 1st Ave Needham, MA 02494

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:06/04/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  1) I received a targeted email promotion for ******************** ******* for two free months then $99 per year - no small print or disclaimers. When signing up, the rate was $179 to be paid up front (bait and switch). I contacted support line and was told that there was no $99 rate available in my location - that rates vary depending on demand and location (although no indication of such on the advertisement). Of course an advertising and marketing company has the capability to segment their marketing, but this deceptive advertisement is designed as a bait and switch - get customers to click (in the door), and then sell something else. -- I can send copies of advertisements and web pages upon request.2) I was trying out the same company for another ******* starting this past ******* ********** Placements", that billed monthly. I elected to pause ******* in slow time (details and cancellation information was not visible on website, but it had a pause campaign function). Their system was apparently set to 'auto-resume' after 90 days - a continuing slow season for us, and was never notified of the change - subsequently, I find my credit card had been billed $93 for unwanted *******. Upon discovery and contacting support, the company helped cancel the *******, but will not refund because they "provided *******" - even though I had not authorized continued ******* at that date.

  

  Business Response

  Date: 06/05/2024

  Hello ******,

  We're sorry to hear your experience with Tripadvisor has been less than complimentary. Upon checking the information you provided and the interactions you had with our Support team, we don't see that you were misinformed in any way. The screenshot you provided in your complaint and in your emails to Tripadvisor are from the general Business Advantage page where we indicate that the trial offers an annual rate "from $99/year." Though we can understand you were confused, the statement stands that the $99 is a starting rate which then can vary based upon geographic location and market traffic of your business as our colleague attempted to explain to you via email. Since you were not explicitly promised a rate at $99/year, we would not be able to approve this offer for the service. 

  As for your Sponsored Placements subscription, we are able to see the Campaign History where the features were paused by you on November 27, 2023 and automatically relaunched on February 25, 2024. Our system requires a relaunch date to be selected when you request to pause the campaign. Since we have evidence that your user account was the one to Pause the campaign, this indicates to us that you likely set the launch date and are responsible to manage your campaign should you require more time to pause the charges. Therefore, you were correctly charged on a monthly basis in the amount of USD 31.00 for 3 billing periods so far. Since your effective cancellation date was only done recently, you will likely receive one final invoice for any Ad clicks your business has received in this final billing period. If you have evidence of contacting Tripadvisor sooner to either pause or cancel your Sponsored Placements campaign, we would be happy to reconsider your request.

  If you'd like further assistance, please feel free to continue your conversation with our Support team via case number 10808684 or 10845398.

  Kind regards,

  Tripadvisor Customer Relations Team

  Customer Answer

  Date: 07/18/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  See attached

   

   

  

  Business Response

  Date: 07/19/2024

  Hello ******,

  We've received your response to this complaint and we apologize that we cannot provide the outcome you prefer. As mentioned, we read through all your  correspondence with our Support team including case numbers ******** and ********. We believe the explanation was provided to you to explain the difference between an offer that states the rate is "from $99/year" instead of "AT $99/year." At this point we've done our best to explain the pricing you've seen.

  Our previous response includes more details as to your specific complaints and there is nothing more we can do at this time. If you have further questions for us, please reach out to our Support team directly and we will be happy to discuss the matter further.

  Kind regards,

  Tripadvisor Customer Relations Team

• Initial Complaint

  Date:04/29/2024

  Type:Product Issues
  Status:

  AnsweredMore 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 operate a walking tour company in ********, *******. This complaint is in regards to a defamatory review that was posted to my business on TripAdvisor.I wanted to share this review of GUY IN THE ***** ******************** and Pub Crawls on Tripadvisor:********************************************************************************************************************************************************************** The review contains many defamatory remarks. referring to me as a scammer, charlatan, cheat, et **** have already reported this review to TripAdvisor, to which I received a reply stating that this review does not violate TripAdvisor posting policies.It violates my business directly. I take defamatory remarks very seriously, and I expect Tripadvisor to do the same. I am fully prepared to pursue any and all legal options I have to get this matter resolved,

  

  Business Response

  Date: 05/03/2024

  Hello *******,

  Thank you for reaching out on Tripadvisor's BBB listing. We understand you were inquiring about a review that was published to your tour listing page. Upon checking, the dedicated department has taken action on the review and responded to your email directly with the outcome. Please feel free to reach out to our Customer Support team if you have further questions.

  Kind regards,

  Tripadvisor Customer Relations Team

• Initial Complaint

  Date:04/09/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore 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've had an account for years and have posted over 250 reviews over the years. A situation concerning ******************************** however has concerned me sufficiently to make this complaint as I believe there is fraud going on and now don't trust that reviews are legitimate. - I booked and paid for a stay for my family and wrote an honest recent negative review with pictures. Both were taken down. I tried to resubmit it 3x and they all were taken down. My guests also wrote their own reviews (also negative) and they were taken down. No explanation. It seems clear that this hotel has a fraudulent agreement with Trip Adviser to censor and delete negative reviews.- I tried repeatedly to contact someone in customer service via phone, email and social media and discovered that there is NO way to communicate with anyone - get answers as to exactly WHY your review was removed - and/or submit an appeal. I feel now that this company is actively engaging in false advertising and favoritism.

  

  Business Response

  Date: 04/11/2024

  Hello ****,

  Thank you for bringing your concerns to our BBB listing. First, we'd like to say that you were able to successfully contact our Support team via email in case ******** and said case was escalated to the appropriate department at the time. If you ever need further assistance from our Support team, we'd advise you continue using the General Support form as you have before (*****************************************************).

  We had a dedicated department take a look at the review in question along with your account to see why you may be having trouble submitting a review to the ***************************** & Spa (******). Upon checking it appears that the reviews were correctly removed as they were in violation of our review guidelines. We can see you mentioned you are a timeshare owner and we do not accept reviews from people affiliated with a property as such. This guideline is always applied for anyone who attempts to submit a review for a property they are affiliated with. You can read more about this policy here: 

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

  Thank you for understanding.

  Kind regards,

  Tripadvisor Customer Relations Team

• Initial Complaint

  Date:12/24/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore 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 two hotel rooms in ****** for 12/6-12/12. Tripadvisor advertises their rate along with rates at various large booking websites. They advertised that both rooms that I booked were cheaper than other booking websites. I purchased these hotel rooms and received confirmation that I would owe nothing at check in at the hotel. At both hotels I was charged a daily resort fee. Contacting these hotels they reported these are known fees that tripadvisor should be aware of. Including these resort fees to the purchase price booking through tripadvisor was actually more expensive than other websites listed. Should I have known I would owe money on top of the price I paid I would have not booked with tripadvisor. They are falsely advertising prices and price comparisons to make it look like you are getting a "deal" with them. All other major booking sites include these resort fees in their pricing and are transparent with end costs, while tripadvisor is not. They are using false advertising to get people to book through their site and not being transparent about true costs of the hotel stays. Hotels: ****************** 12/9-12/12 ************************************ 12/6-12/9

  

  Business Response

  Date: 12/26/2023

  Hello *****,

  We're sorry to hear there was a pricing discrepancy with your booking. It appears your reservation was meant to include the resort fees which was a result of a technical issue between the hotel and Tripadvisor. It appears you have already been in communication with our Plus support team who are currently working on rectifying the situation for you. We ask that you please continue to wait for our feedback and respond to your open case ******** with further questions. 

  Thank you and kind regards,

  Tripadvisor Customer Relations Department

• Initial Complaint

  Date:12/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 purchased 4 items in Cozumel for ****** from a vendor. My receipt shows ****** which I didnt see until got back to US I also used my MC

  

  Business Response

  Date: 12/19/2023

  Hello June,

  Thanks for reaching our to Tripadvisor. Unfortunately, we're unsure what purchases you are speaking of as we cannot find any bookings with the information provided, nor do you have an account with **********************. Could you please double check the merchant of record on your charges and see if your complaint was made to the correct company? Please feel free to contact our Customer Support team for more help as well: www.tripadvisor.com/generalsupport

  Kind regards,

  Tripadvisor Customer Relations

  Customer Answer

  Date: 12/19/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I was on a cruise (celebrity cruise APEX). 

  

  Business Response

  Date: 12/19/2023

  Hello June,

  Thank you for your prompt response.

  Unfortunately, this is not something Tripadvisor can assist you with as all cruise booking options are made outside of our site. If you booked your cruise with Celebrity Cruises we suggest contacting them directly to assist you with your refund query. You will see on your bank statement the charges were not taken by Tripadvisor nor was your confirmation email sent by us.

  Thanks for understanding,

  Tripadvisor Customer Relations Department

• Initial Complaint

  Date:11/30/2023

  Type:Order Issues
  Status:

  AnsweredMore 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 room in ****** ( a foreign country ) over christmas on trip advisor. It was a good deal and had a week cancel so I then booked several FIVE rooms to be exact. Just to make sure I was getting what I paid for, I contacted Hard Rock that night who confirmed my reservation. I proceeded to invite extended friends who were wanting to join us in ****** over christmas. Then I booked our airfare. about two weeks later/ after cancellation date and 4 weeks before our trip... I had an odd message from priceline on voice mail saying they had a message from our hotel but that was it. We didnt book anything with price line so I tended to ignore it but checked with Trip advisor that day just incase. They knew nothing about the message. I still felt unsettled and the next day contacted the Hard rock to ask them what message they had and they ( at that point ) couldn't find my reservation. So I contacted Trip advisor again and they said they had the reservations. NO worries. Well the nest day just incase I call Price line and ask THEN TO RECONFIRM , now they say there is a problem. Its been three days . They say its been escalated to a team to resolve it. But I have 8 people going to ****** over christmas and I don't know if we have a room or not. The hotel says we don't. Trip advisor still has my money and shows we do. And if they drop the ball tomorrow and say they cant reestablish my reservation through the hotel ( again at this moment all 5 rooms are confirmed with Trip advisor) I'm left to scramble for hotels at much higher price or forfeit my airfare and plans. With that said Trip advisor may fix this all in the morning. I don't know but my anxiety is very elevated and not hearing from them every day grows worse. A lot of people are planning on this trip. Its been paid for and confirmed but IDK what will happen once we get there.

  

  Business Response

  Date: 12/04/2023

  Hello *****,

  We're sorry to hear that you have an ongoing issue with your recent bookings. We can see that you have a case no. ******** in process already with our Customer Support team that they are working to resolve in a swift manner. We encourage you to continue working with them towards a solution.

  Kind regards,

  Tripadvisor Customer Relations Department

  Customer Answer

  Date: 12/06/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I have been waiting very long time for trip advisor to fix this. I called last weekend. Then again tonight . It turns out Hard ********** has made the error .  And trio advisor will not honor the agreement ether. None the less it does not help us now with the burdon of paying for hotels for 8 people at exponentially higher prices. We will be out thousands of dollars. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business Response

  Date: 12/07/2023

  Hello *****,

  We're sorry to hear that your case is still unresolved as it turned out to be more complex than originally anticipated. Please note that our Plus Support team are still negotiating a possible solution for you with the hotel and booking partners. We ask that you remain in communication with the team as your case has already been escalated. Your case number is 10531043.

  Thank you,

  Tripadvisor Customer Relations Department

  Customer Answer

  Date: 12/11/2023

  We are flying to ****** in 9 days , Trip advisor to this day tells me its been escalated, That they have" reached out to their partner and there are now no rooms available". Almost three weeks have passed . Initially I had contacted Trip advisor telling them Price line said they have a message from hotel, I contacted hotel two different days and still had to convince Trip advisor that the  hotel says they no longer have the reservation. Trip advisor kept saying it was confirmed.  Finally I got someone to call the hotel to enlighten them. Since then I've made several calls a week.  I kept being told its been escalated. Now 9 days before my trip and long after any black Friday specials and of course every day closer you are to a stay trip advisor says Price line says hotel cancelled and they wont honor it. Price line actually offered a much less desirable place in a much less desirable location and across highway from beach three days ago. WE contacted Trip Ad and they once again said price line should not contact us. ITs been escalated and supervisor will call Sunday. She did not. She did not call Monday either BUT responded to BBB saying they were working on it . I called Trip Advisor ( since I did not get the call promised )  this afternoon AFTER they left another response to BBB saying they are working on it and they said they cant do anything but a 20% refund. Please understand their first response to BBB was they were working on accommodations yet they told me too bad all we can give you is 20%. Well they did it again today. I called them out on it. " Why are you telling BBB you are working on hotel accommodations but you are telling me I'm on my own with a measly 20% refund which wont cover one of thee 5 rooms for one night .  They said its a different ***** that responds to BBB than who handles escalated complaints.  Trip advisor continues to blame price line for the lack of communication and price line  ( according to Trip Adv) says the hotel cancelled. The hotel says Agoda cancelled . None the less I did not cancel. I paid and they have had my money all this time . If I were to breach the contract i would still have to pay.  Trip advisor has my money and shows my reservation as confirmed to this moment. ( just took a video signing in and looking) But I fear when we get to ****** we will have no place to stay.  If I rebook today it will cost more than $9000. They have thwittled their thumbs for weeks then tell me %20  is compensation. NO WHERE CLOSE.  The lack communication is making this $2500 trip turn in to $10K and they  tell me a $380 or so refund!!!!!  Where will the 8 of us stay in 8 days ?

  Trip advisor as our travel agent has breached a contract, been negligent,  and potentially has  8 people in ***** way being in a foreign country with no hotel. They are not being honest in these responses to BBB.  To continually say "they are working on t" he same problem means you are not  attempting or are not capable.  We will show up at the hotel that  we paid for and that trip advisor confirms us to have on Dec 20th.    To leave **** people stranded in ****** with no hotel is  not only a breach of contract its potentially criminal.  

  Again the response BBB was given today and the lack of action I am experiencing are two different messages.  The fact that one ***** handles customer problems and the one that responds to BBB complaints are not in coordination speaks volumes.  
  FAQ
  
  Regards,

  *****

   

   

   

  

  Business Response

  Date: 12/27/2023

  Hello *****,

  Thank you for remaining in contact with Tripadvisor. We're sorry for the length of time it's taken to resolve your case though we understand the matter was complex and our support team were trying their best to make things right for you. It appears that upon receiving your reservations the hotel was unwilling to honor your bookings due to a pricing error as explained to you in case ********. Unfortunately, our attempts to advocate on your behalf for compensation with our hotel supplier have been declined. Alternatively, we have now offered you compensation of 20% of the base price for each booking for your troubles and are awaiting your response to resolve this matter. 

  Please continue your communications with our support team who are happy to finalize the reimbursement for you. 

  Kind regards,

  Tripadvisor Customer Relations Department

  Customer Answer

  Date: 01/09/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The issue was not at all resolved. Just between being on vacation and the overtime Ive had to put in after returning I failed to retrieve, copy and share the last blows given.
  If you notice their response to you, they are working on it, while the were telling me "too bad". 
  
  All along they stated the hotel  cancelled the reservation. 
  Yet when I went on and reviewed the hotel saying they cancelled 5 rooms weeks before our trip two ******... Trip advisor removed the post. I have the email saying that it was not fair to blame the hotel for the cancellation. 
  Is it possible to reopen this case or could I start a new one?  I had to spend almost $6000 MORE on this trip at a much MUCH smaller and less appealing resort 3 restaurants vs 10, no room service, no entertainment, no heated pools but it was all we could afford with such short notice . My original hotel ( the one they cancelled after I paid)was $1029 a night at that point.  Trip advisor is to blame. 
  Please help 

  

  Business Response

  Date: 01/12/2024

  Hello *****,
  
  Thanks for your response. We understand your frustrations surrounding your case ********. Upon checking your correspondence with our Customer Support team and investigating what occurred, we can see that Tripadvisor provided you with a final solution that you agreed to. As mentioned, your bookings were cancelled by the hotel due to a pricing error and upon advocating on your behalf, we were unable to provide a relocation option by our hotel supplier. 
  
  Ultimately, the resolution you agreed upon with our Customer Support Team was to refund the 5 bookings. We also provided a gesture of goodwill in the amount of 20% of the base price for each booking. Though we can understand that you'd like additional compensation, our team presented you with our final offer and consider this case resolved on our end. 
  
  We thank you for your understanding.

  Kind regards,

  Tripadvisor Customer Relations Department

  Customer Answer

  Date: 01/16/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   I had two options at that point agree to get my refund or not agree to get my refund. That was not a resolution to the problem . Trip advisor OR its partners cancelled my reservations and left us to pay triple the price for accommodations not nearly as nice of a place as what we reserved. Not to mention that's triple the cost and only 3 rooms versus the 5 that I had booked and paid for.  I agreed to receive a refund LONG after spending hours begging for them to help us and they did not.  In fact dragging it out until I only had days to find ANY place that was within our budget.  Again you say "I agreed to to be refunded" ?There was no option given to me ! You had my money for over a month, cancelled our trip , Kept our money until I went online and changed booking but that was AFTER you made it adamantly clear we had no place in ****** and the booking we made with you (although you retained our money) was not going to be honored. . You broke the contract,  left us on our own to scramble for last minute booking, and STILLL kept our money until.  I ASK BBB to look at the date and responses they provided here. "They are working to relocate us yada yada. First of all there were PLENTY of rooms at that hotel open , not to mention elsewhere. THey were not trying.  BUT then look at the emails to us telling us too bad, then turning around and telling BBB we are working on it   THEN also consider they contended the hotel cancelled reservation. BUT WHEN I REVIEWED HOTEL THEY REMOVED MY POST AND SAID IT WASNT THE HOTELS FAULT I WAS CANCELLED IT WAS THEIRS.   Attached is some of the supporting documents. I have plenty As you can see Trip likes making deceptive statements. Look at the replies to you After the 12th when they told me nothing can be done. Then told you BBB., they are working on it. BOTTOM LINE TRIP ADVISOR COULD HAVE FOUND ROOMS IN ****** THEREWERE THOULSANDS OF THEM and many at the Hard rock. They simply did not want to pay the difference. SO I had to. roughly $7500 for 3 rooms 8 people. verses the  $2500 5 rooms for 10 people that I reserved .  They are wrong! If It were reversed and I just decided to not go... I would have had to pay for the reservation I agreed to. In reverse they should have to honor the contract as well.  They blamed price line, they blamed the Hard Rock but all along it was them. And THATS why they refused to put me on 3 way call with the hard rock AFTER hard rock said they did not cancel it, but "AGODA" did who is another partner with trip I assume. 

• Initial Complaint

  Date:11/21/2023

  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 booked a stay at Hilton *******/Midtown ** for 2 nights through TripAdvisor with the attached payment receipt. I checked in as appropriate at the hotel. After night one I was continuously harassed by housekeeping stating the room should be vacant as I didn't pay. I was locked out of my paid room even with proof of a paid receipt and told to contact my booking agent. I contacted TripAdvisor in which they contacted their vendor in which they state they contacted the hotel front desk directly to rectify the situation. I was assured by TripAdvisor that I would be taken care of by the hotel staff. I was re-checked into the same room and provided a set of new keys. What I wasn't told was that the hotel proceeded to charge me again a new nightly rate which is blatantly fraud as I didn't give written or verbal consent to do such on my credit card. I have contacted TripAdvisor numerous times to no avail since then to get this rectified and spent numerous hours on the phone with my credit card company. As you can see ************* has charged me an additional $175.54. That is fraudulent and I have filed a dispute with my credit card company. TripAdvisor is also running a scam company booking hotels and then not honoring what they book for customers. Total rip off company.

  

  Business Response

  Date: 11/22/2023

  Hello ****,

  We're sorry to hear of your unfortunate experience on your trip and to see there was an incorrect charge processed by the hotel. We can see that you've been communicating with our Plus support team in case no. ******** to which we've already responded to inform you a refund has been processed and should arrive to your account soon. If you have further questions or need additional assistance, please respond to our most recent email sent to you yesterday afternoon and we'll be happy to assist as best we can.

  Kind regards,

  Tripadvisor Customer Relations Department

  Customer Answer

  Date: 11/22/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:10/22/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore 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 joined Trip Advisor (made an online account) years ago as I travel frequently, and like to review the places I've been. Lately, they have become a pest, digitally spying on me (redundant when I have already uploaded information on my likes and dislikes on their app!) They send me repeated emails about places my family or friends have visited (with the heading "this place in X location is similar to the one you liked". Firstly, I was not in that location, some one I know was. Second, if I went to that place, I don't need someone recommending it to me - I have been there, so it's like selling sand in the Sahara! Lastly, I do not need fifteen copies of the same mail - this is harassment! There is no "please do not send me these emails" option on the app or a way to flag this problem in email (as they send their annoying mails from a "do not reply" address) I told them to cease and desist on ******** messenger where they claimed there is a way to get them to stop (presumably if you spend an hour on their page and let them spy on your online movements!) But then they would only stop after 14 days had passed - what is this? They hold you and your data hostage and continue bombarding you with unsolicited spam! The only way to get them to stop is to delete your account and block their email address - how does this make any commercial sense? I want them to never ever contact me again (actually would prefer if they disappeared off the face of the earth, but this is not in your remit.)

  

  Business Response

  Date: 10/23/2023

  Hello ****,

  We're sorry to hear you were having trouble figuring out how to Unsubscribe from email notifications. Though you mentioned already speaking with our Support Team on ********* we could not find an open case with this conversation. Either way, we looked up the email address you provided here and we have disabled all notifications from your account. Full disclosure, it cant take up to *********************************** your inbox as you have mentioned. 

  If you have a similar issue in the future you can always unsubscribe yourself by visiting your 'Settings' page and updating your settings to your desired preferences: **************************************************

  Kind regards,

  Tripadvisor Customer Relations Department

  Customer Answer

  Date: 10/23/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

  The company continues to refuse to accept responsibility and cannot even write a grammatical sentence:

  " Full disclosure, it cant take up to *********************************** your inbox as you have mentioned. "

  
  What is this supposed to mean? it can or it can't? That they lied about it taking ************************** emails if just irrelevant?
  

  I was not having trouble switching off their notifications -it was not an option!

  I am delighted that they have switched off the emails from their side and I will not be harassed further, but this is a very disreputable company (which is why you don't rate them). They can't rake responsibility for their shoddy "business" practices (how on earth do they think this kind of stalking will generate revenue?) They have not apologised for annoying me - in their eyes, it was all my problem, because I wasn't able to stop the constant flow of their unsolicited emails? These are the kind of people who would ******************** granny because they got sick off the apples they stole from her garden!
  

  

  Business Response

  Date: 10/25/2023

  Hello ****,

  We're sorry for the confusion due to the grammatical error - it can take 14 days for emails to stop. Of course, we are sorry that you were receiving many email notifications and were unaware how to turn them off. Our instructions to login to your account and go to your Account Settings was only to educate you on how to modify your subscription notifications if you need to going forward. Thanks for your feedback.

  Kind regards,

  Tripadvisor Customer Relations Department

  Customer Answer

  Date: 01/18/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I made a complaint back in October of last year about Trip Advisor - they were harrassing me through email, tracking my movements online and repeatedly contacting me about a trip I personally didn't take. Their response was flippant and as unprofessional as they are - their non stop emails were somehow my responsibility to stop? I have deleted my account with them and blocked them on social media, but guess what - new year, new emails from them! What I want is simple - STOP CONTACTING ME. I cannot do this - I have no account with them, and therefore can make no adjustments to their system. Their behaviour is akin to telling a stalking victim to stop wearing such revealing clothing, No means no - I want to have nothing to do with them ever. 

  

  Business Response

  Date: 01/18/2024

  Hello ****,

  We're sorry to hear you are still receiving unwanted emails from Tripadvisor. Upon checking, the only notifications that were still turned on were "Private Messaging" and "Questions & Answers" notifications which only would notify you if a member sent you a message or when new answers to your questions about places are posted. We do apologize if we missed those the first time, but we have turned those off as well. Additionally, you mentioned that you closed your account with **********************, but we do not believe you did. Your email address (Hotmail) still has an active account since 2015. If you have a secondary account on ********************** with another email address, you can reach out to our support team who will help you either close the account or update your email preferences.

  If you'd like to close your account you can follow these instructions: ****************************************************************************

  If you need further assistance, please do not hesitate to let us know.

  Kind regards,

  Tripadvisor Customer Relations Department

• Initial Complaint

  Date:09/19/2023

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Trip Advisor states that it does not allow customers to place a review of a business if they attempt to blackmail the business by asking for a refund and if the business does not return the refund the money, the customer will write a bad review. This ********************** policy has not been enforced with the reviewers of my company. I have several customers who have attempted to black mail my company with bad reviews and have been permitted to post their reviews on Trip Advisor under my business listing. Some of of these customers have never taken my tour and are still permitted to post a review of my tour. Why should a business be penalized for enforcing their cancellation policy or charging a customer for damage to the business's equipment. I have reported the blackmail threats to trip advisor and they have refused to remove the reviews from my business listing. I think this is unfair business practices by Trip Advisor.

  

  Business Response

  Date: 09/20/2023

  Hello *********,

  Thank you for bringing this matter to our attention. Please note we forwarded your request to the relevant team who took necessary action on each review and responded to you directly via email about your concerns. Should you have any follow-up questions please respond to the e-mail correspondence you received from our Content Integrity team. 

  Kind regards,

  Tripadvisor Customer Relations Department

  Customer Answer

  Date: 09/20/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  I appreciate that you have removed the blackmail review posted on 9/17/23.  But your team not did not remove  the blackmail review entitled "terrible experience" posted on 7/2623.  Instead your team deleted my management responses to this blackmailer's review.  Your team also did not delete the blackmailer review entitled "They only want your money and they don't care about your safety" posted on 2/17/23 and again your team deleted my management response and not the blackmailer's review.  Also there is "buyer beware" review posted on 2/25/23 of a customer that did not take my tour and is objecting to my company's cancellation policy.  Trip advisor also has a cancellation policy for tours that it books for customers.  Again why is a reviewer permitted to post a review if they have not taken a tour or stayed in the hotel and is permitted to only degrade the company for its cancellation policies?  This is not right.

  Regards,

  *********

   

   

  

  Business Response

  Date: 09/21/2023

  Hello *********,

  We understand you would like these review removed and we would like to point you in the right direction. Please note that if your Management Response was removed by Tripadvisor, it was most likely in violation of our Management Response guidelines and you would have received a notification explaining this. Since you are claiming to have been blackmailed by these users, we'd advise you reach out to our Content Integrity team as you have before and provide information for each review so that the appropriate team can take necessary action if they have not already. If you believe any review is in violation of our standard review guidelines, please make sure you are reporting this in your ***************** so that our Moderation team can take a look and respond to your dispute accordingly.

  Here are our Management Response guidelines:

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

  Here are our Review Guidelines:

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

  Thank you,

  Tripadvisor Customer Relations Department

  Customer Answer

  Date: 09/25/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.] I am not satisfied with this response because it does not address businesses enforcing their company's policy addressing refunds and reviewers bing permitting to write a review based on their disagreement with the business's policy and not an honest review of the company's product.  Please address this in your response. 

  If a customer agrees to the terms and conditions of the service but then later decides that the disagree with a company's policy and permitted to write a bad review based on that how as that I fair assessment of the business?  Please explain.

  The reviews that are still posted under my business listing on 7/26/23, 2/25/23 (this customer did not take the tour at all and should therefore be permitted to write a review based on that), and 2/7/23 are all prime examples of what I am challenging.  

   
  Regards,

  *********

   

   

• Initial Complaint

  Date:09/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 have been trying to cancel a TripAdvisor business advantage subscription I never approved of and there is nowhere to cancel it online. When contacting a rep by phone they say they will escalate my request and I never hear back from them. I see many complaints on the internet from other business owners stating the same problem. Many say they have found no other option to stop the renewal payment other than cancelling their credit card. Its hard to believe a corporation the size of TripAdvisor would conduct business in this way. The renewal for an annual subscription is coming ** in about a week from now. There is no contract, I never approved this subscription and do not want it to continue . Unfortunately it seems the only way I can stop the annual payment withdrawal from my account is by cancelling my credit card. I would hope that the fact many other business owners are reporting the exact same problem issue would be worthy of a warning on the BBB. Thank you ******************************* ************************ owner

  

  Business Response

  Date: 09/15/2023

  Hello ******,

  We're sorry to hear you have had trouble getting assistance with cancelling your Business Advantage subscription. Please note that our Customer Support team did escalate your request when you contacted us initially in your case no. ********. However, it looks like there were some unexpected delays in order for a representative from the appropriate team to get in contact with you. 

  Either way, we forwarded your request and your subscription was cancelled today. You should receive an email from a representative from our ***************** shortly. 

  Thank you for your patience.

  Kind regards,

  Tripadvisor Customer Relations Department