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:05/31/2023

  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.

  258-2719208 I've simply requested the direct hotel confirmation code and customer service will not comply. Please provide immediately.

  

  Business Response

  Date: 06/01/2023

  Hello *******,

  We have received your request for a hotel confirmation number and your case was already escalated to the appropriate department. Please know our Plus Support team are already working on getting this information to you and will respond to you in your open case ********. We were told by the hotel that although the service is confirmed, you will need to wait another 48 hours to retrieve this reference number as you only created the booking yesterday. For now please refer to your Bookings section on your account for all reservation details and someone from our team will contact you once we have a hotel confirmation number to provide you.

  Thanks for your patience.

  Kind regards,

  Tripadvisor Customer Relations Team

  Customer Answer

  Date: 06/01/2023

  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. 

  this is not an acceptable response. If a reservation was made, send me the hotel confirmation code. Reservations dont take days to appear in systems - either you reserved the room or you did not. 

   

  [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,

  *******

   

   

  

  Business Response

  Date: 06/01/2023

  Hello *******,

  We understand that you'd like your hotel confirmation now and we are doing our best to help with your request, but as we've expressed in the multiple forms of communication with you--we do not have this readily available for you at this time. You do already have a booking confirmation number with your Tripadvisor Plus account which you can use for now and that was provided in your confirmation email upon creating this reservation. However, our Plus team is keeping hold of your case (********) and will respond to you as soon as a hotel confirmation number is provided to ** by the hotel. 

  Thank you for your patience and understanding.

  Kind regards,

  Tripadvisor Customer Relations

  Customer Answer

  Date: 06/01/2023

  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 dont understand why you cant simply provide the reservation number form your hotel partner, clearly you can understand how for an international trip I want direct confirmation that I will have a hotel room. If you offer rates from the hotel, you should have a contact at the hotel that can provide the confirmation code. 
  
  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,

  *******

   

   

• Initial Complaint

  Date:04/25/2023

  Type:Sales and Advertising 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 made a reservation for a hotel that had listed as refundable up intul June 8th 2023 last week. I went to cancel my reservation as my trip was cut short by work today. When I tried cancelling the reservation, Tripadvisor stated it was non-refundable. I was apalled by this statement as I would not book anything if there was a chance of it being altered. As I have a long history with Tripadvisor, I called and e-mailed but received same answers even providing requested screenshots towards a resolution. Tripadvisor gave me the same robotic scripted messages about nothing they can do. The representative over the phone said they could not refund the money because it was sent to the hotel, but when I offered to call the hotel, they said they would not know who I am because they havent received my funds. The rep was confused by his own words and could not be conducive to making a decision. When this was brought up over the phone, my account would not display Tripadvisor rates and still would not to this moment for the hotel I booked, in addition to others when hours earlier it would. The shadowbanning of rates when in conflict is unethical. I had to go on my wife's account to show any Tripadvisor rates refundable until June 8th to present a case over e-mail... where I received similar treatment over the phone but more copy and paste scripted. The reservation system they maintain is not accurate and customer service over email and phone do not want to work towards a resolution on a technical mistake on their end. If I wanted to rebook now, the option is still online for refundable reservations until June 8th.

  

  Business Response

  Date: 04/26/2023

  ******************,

  We're sorry to hear there is an issue with your booking cancellation policy. We will have to investigate further to see whether there truly was a technical discrepancy with your cancellation policy. Please know one of the members of our Customer ******************** will contact you shortly via email regarding this matter in case 10204905. 

  Kind regards,

  Tripadvisor Customer ********************

  Customer Answer

  Date: 04/26/2023

  [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:03/25/2023

  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.

  Tripadvisor uses US federal law allowing them to post reviews on a business. That law allows them to literally allow any review even if the writer never used the service. This is equally damaging to a business as allowing fraudulent reviews I'm favor of a business.3 time's we've shown Tripadvisor or asked Tripadvisor to remove false and or fraudulent reviews and we're not only rejected but one time threatened by Tripadvisor to stop arguing the facts of they would remove our business. Now that we've asked Tripadvisor to remove our business due to their unethical business practices they refuse to.They can't have their cake and eat it too. This can't be one side is right and the other is always wrong. And just because we can don't mean we should.We can require Tripadvisor to do at the very least and ask them to have the writer show proof they actually used the services they're posting negatively about.In my case at least two of my reviews are from person's who have never used my services and in at least one case, the writer hasn't ever left the US (my business is in Per).This is to say the least unethical business practice on Tripadvisors part and they can do better.

  

  Business Response

  Date: 03/30/2023

  Hello ******,

  Thank you for sharing your experience on our BBB listing. Please know that Tripadvisor takes fraud very seriously. We have escalated your query to a dedicated department who will further investigate and take action if necessary. If you wish to learn more about how we approach reports of fraud, you can read about it here:

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

  We appreciate you bringing this to our attention and for your feedback.

  Kind regards,

  Tripadvisor Customer Relations Department

• Initial Complaint

  Date:03/11/2023

  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.

  Attempting to have false statements removed from my listing. TA, seems to think ok:Its ok for people to post False statements Its ok to post hurtful statements *Defamation of character, which is illegal. That's ok?*Please respond, and stop just issuing blank statements back to me.

  

  Business Response

  Date: 03/14/2023

  Hello,
  
  
  Thank you for taking the time to bring your concerns to Tripadvisor's page on BBB. One of the Customer Relations representatives for ********************** will be reaching out to you via email today to reconcile the issue surrounding your complaint. 
  
  
  Kind regards,

  
  Tripadvisor Customer Relations Department.

  Customer Answer

  Date: 03/28/2023

  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. 

  Company never responded to me to resolve this issue.
  

   

  

  Business Response

  Date: 03/29/2023

  Hello, 

  Thank you for raising your concerns regarding a less than complimentary review for your business via the BBB platform. 

  It is very rare for a review to pass through our Moderation Team more than once, but following multiple reports via the link 'report problem with review' under the review itself, they have have determined that the review in question does indeed meet Tripadvisor's guidelines for published reviews and will remain published on the site. Please note this decision is final. 

  Kind regards, 

  
  Tripadvisor Customer Relations Team. 
  
  

• Initial Complaint

  Date:03/06/2023

  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.

  I purchased a TA membership on Dec 12, 2022. Per their terms and agreements, if I don't make a reservation within 90 days I am entitled to a refund. As of March 6, I have not made a reservation so I tried to get my refund today. After speaking with multiple reps (all of whom provided incorrect information) and asking to speak to a manager (four times) I was disconnected. The first rep alleged that because I made a reservation on an OLD TA membership that was valid late 2021-early 2022 that I could not have a refund. The reservation on the booking that I made in early 2022 under an old TA membership was in December 2022 (but not made in December 2022) so he claimed that disqualified me. (?) I directed him to their T&A that states that I clearly am. Then they tried to insist I had made a booking - although there is no booking in my history. These people seem out to defraud the consumer and this makes me wary of ever booking anything with this company in the future.

  

  Business Response

  Date: 03/06/2023

  Hello ********,

   

  We're sorry to hear about any confusion with our Plus subscription policy and whether you qualify for a refund. Someone from our Customer ******************** will contact you shortly to take another look at your request. Please respond to our email and reference your case # ******** should you need further assistance.

   

  Kind regards,

  Tripadvisor Customer ********************

• Initial Complaint

  Date:02/25/2023

  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.

  Dear ***/*****,I am writing to express my deep disappointment and frustration regarding my recent booking with TripAdvisor Plus. My confirmation number is TA18252 and the Plus number is **********.Upon arrival at the hotel, I was shocked to discover that the entire property was undergoing extensive renovations. To my dismay, the hotel's bar, restaurant, and gym were closed, leaving me with no access to the amenities I had paid for. Despite having booked my stay through TripAdvisor Plus, I found no mention on your website of the property being under renovation. In contrast, the hotel's own website clearly stated that the renovations were ongoing. Sadly I didnt visit this website before my stay.I believe that this constitutes false advertising, and I reached out to TripAdvisor to request compensation for my inconvenience. Unfortunately, the customer service representatives I spoke with were unhelpful and dismissive. They attempted to shift the blame onto the hotel and refused to provide me with any compensation. Instead, they suggested that they would contact the hotel via email to see if they would issue a refund. I find this unacceptable, as I did not purchase the room from the hotel - I paid TripAdvisor, and it is their responsibility to ensure that the property they advertise is in a suitable condition for guests.Furthermore, I had also paid TripAdvisor a membership fee in addition to the hotel rate. When I requested a refund for this, I was informed that it was non-refundable since I had already used it for this booking. This is deeply unfair and adds insult to injury.In summary, I believe that TripAdvisor has engaged in unethical business practices by falsely advertising this property. I demand a full refund for my stay and the membership fee I paid. I hope that you will take this matter seriously and take prompt action to address my concerns. Additionally I hope that you add the renovation disclosure to prevent this from happening to others.

  

  Business Response

  Date: 02/28/2023

  Hello *******,

   

  We are sorry to hear about your poor experience at the hotel you booked through Plus. Please know that Tripadvisor depends on the hotel to update any important information for the travelers as needed and we are sorry that it was unknown to you they had some amenity closures due to renovations. One of our Customer Relations representatives will contact you shortly to resolve your query. Please reference case ******** should you need further assistance with this matter.

   

  Kind regards,

  Tripadvisor Customer Relations Department

  Customer Answer

  Date: 02/28/2023

  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. 

   

  This is not an answer. 

   

   

  [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,

  *******

   

   

  

  Business Response

  Date: 03/01/2023

  Hello *******,

   

  As promised, one of our Customer Relations representatives reached out to assist in resolving your query. We have contacted you directly via email on February 28th and are currently waiting for your response. Please continue any further discussion in your case ******** regarding this matter.

   

  Kind regards,

  Tripadvisor Customer Relations Department

  Customer Answer

  Date: 03/01/2023

  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.] No response. 
  
  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,

  *******

   

   

• Initial Complaint

  Date:02/18/2023

  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.

  They consistently pull a bait-and-switch with their advertising for hotel costs. For instance, I looked at their ****** price to book the ************** tonight in ********** ** and they advertised $78 with taxes and fees. Then when I followed the link to purchase the advertised stay on their site it suddenly without explanation or apology jumped to $92. While that is not a huge about of money it is a 19% difference which in my opinion is sizable. Most importantly, it is illegal regardless of the amount of money. This has also happened to me several times with this site and I have let it go before but this is getting ridiculous.

  

  Business Response

  Date: 02/21/2023

  Hello ********,

   

  We're sorry to hear you are having issues with the hotel rates shown on our site. One of our Customer Relations representatives will contact you shortly to assist and/or collect more information as needed. Please feel free to respond to our email should you need further assistance.

   

  Kind regards,

  Tripadvisor Customer Relations Department

• Initial Complaint

  Date:02/08/2023

  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.

  Good Morning,My late mother and a friend booked a trip through trip advisor last year. My mothers passing has been a tough challenge dealing with her estate, and her friend has contacted trip advisor to obtain their insurance refund. A representative told the friend that she, the friend, could not handle the process request due to my mother purchasing the trip. I have emailed that representative three times over the last month asking for what information is needed (death certificate etc). However I have received no response from the representative.I tried calling trip advisor HQ directly, however their automated phone number directs me back to the online service center and hangs up the phone. I tried going to the online help center, yet they have no death FAQs in their help center and wont let me go any further without an account.I cannot sign into her account, and quite frankly am not in the spirit to keep sorting through help center pages and create my own trip advisor account & profile right now. I just want a phone number to talk to someone about how to handle a decedents account.Thank you,***

  

  Business Response

  Date: 02/08/2023

  Hello *******,

  We our so sorry for your loss and we'd like to send our condolences. We can understand how imperative it is to get this booking query resolved. One of our Customer Relations representatives will email you shortly to request more information on the booking details. We will be happy to assist as best as we can.

   

  Kind regards,

  Tripadvisor Customer Relations Department

• Initial Complaint

  Date:02/01/2023

  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 booked a hotel through TripAdvisor Plus, a premium, paid subscription service through TripAdvisor. I was staying with my one year old son in *********, ** from November 11, 2022 until November 13, 2022. Upon arrival to the hotel, which was booked >1 month in advance, there were no rooms available. We were stuck in ********* at 10pm without a hotel room. TripAdvisor did nothing to help us get a new room, I found a room for me and my son after a few hours and we were able to check in. After several hours of phone calls with a help desk that was unhelpful, we were told we would receive a refund, as well as 50% compensation for the total price of the hotel. I sent many emails trying to coordinate the refund, including mailing a check, and was told the only option was to email all of my bank account information for a wire transfer and there was no other way to receive the refund. I forwarded my bank account information, was told the transfer would process on January 9, 2023 and post to my account within 10 business days. I have yet to receive the refund and all of my correspondence with TripAdvisor is now closed. I also tried to receive a refund for the price of my TripAdvisor Plus subscription, as the program is a scam since our booking didnt actually exist, and I was not given the option to have this refunded either.

  

  Business Response

  Date: 02/02/2023

  Hello *******,

  Thank you for taking the time to bring your concerns to Tripadvisor's page on BBB. Tripadvisor is committed to treating its customers to as seamless a booking experience as booking directly with a hotel. One of the Customer Relations representatives for ********************** will be reaching out to you via email today to reconcile the issue surrounding your booking with the '*****************************************'.
  
  
  Kind regards,

  Tripadvisor Customer Relations Department.

• Initial Complaint

  Date:12/16/2022

  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.

  Despite multiple attempts to remove my name from mailing lists, TripAdvisor continues to send me emails and junk mail because I logged into their website using my ****** account. They send multiple canned emails per day, I have attempted to unsubscribe, block, contact them about this issue and I continue to receive copious amounts of junk to my inbox. It needs to stop

  

  Business Response

  Date: 12/20/2022

  Hello *******,

   

  We'd be happy to look into your request for updating your subscriptions, but it looks like the email you provided does not have an account with Tripadvisor. If you are already logged in on our site, you can submit your request to our Customer Support team and they will be happy to ensure you are unsubscribed from all marketing emails. Please see our general support form here: www.tripadvisor.com/generalsupport

   

  Kind regards,

  Tripadvisor Customer Relations Department