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:12/03/2022

  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.

  TripAdvisor Plus using the app, booked a hotel in ***********, Dec 6 - Dec 9 for $693.93 on Nov 11, 2022. November 30 I find a better deal at a nicer hotel for the same dates, I book the second hotel and then cancel the first booking on the app, think everything is great and excited for my vacation. I realize Im not seeing the refund on my card and go to check everything is ok and upon opening the app, there are BOTH bookings. I try to contact someone but its a form, theres no phone number. I cancel it and this time get the email confirmation pulled up and immediately try calling the number provided in the email the number isnt a working number. Call the second number, its the hotel - they say they have no control over refunds or cancellations and do not see my cancellation in their system. After trying 4 different numbers found via ******* I get a human and they say please call back in several hours our systems are down. Finally get a person with the system working and over the course of 40 mins, explaining that this is obviously a technical issue of some kind and please make an exception and refund me (outside the cutoff by hours - had to ****** because it was in UTC time) they will not, despite the entire absurd situation of having two hotels booked for the same dates in the same place, they will not, not that they cannot but will not. My lifetime value as a customer is pretty high and I am loyal and love a good deal, what I dont love is customer service that continues to read a prompt and have no room to actually provide solutions for customer issues.

  

  Business Response

  Date: 12/05/2022

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

  We are sincerely sorry to hear you had difficulty contacting Tripadvisor's Support team. Our Plus line is usually available 24 hours/7 days a week, but there must have been a technical issue the day you called on December 3rd and we sincerely apologize for any inconvenience this may have caused you. The contact number for our Plus team is available to all our subscribers in your ****************** for daily assistance. A member from our Customer ******************** has contacted you via email in case #******** with a final response on your query. If you have further questions regarding this case, we ask that you please respond to our email. 

   

  Kind regards,

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

  Customer Answer

  Date: 12/05/2022

  [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. I am dealing with this issue directly with another service. Thank you. 
  
  Regards,
  
  *******************

• Initial Complaint

  Date:11/24/2022

  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.

  Date: Nov ***** 2022 Place: *********************,** confirmation num: I72428668081835IN As I didnt actually use their room at Nov 13(they didnt cleaned my room so room condition was messy), TripAdvisor agent said I can get a refund during the chat in customer service at Nov 13 but after few days later they refused to give my money back to my original payment If they needed to discuss their refund issue with serenity inn agent they shouldnt said that I can get a refund. they could simply suggest me to move to the different hotel but they didnt. I want to get a refund of 121.93$.

  

  Business Response

  Date: 11/28/2022

  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 to reconcile the issue surrounding your booking query. 
  
  
  Kind regards,
  Tripadvisor Customer Relations Department.
  
  

• Initial Complaint

  Date:11/03/2022

  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 reserved a hotel room at ********* in ****** ** from October 28th-31, 2022, thru the Trip Advisor Site from a Travel Agent called Destinia. I made reservations thru Destinia On Oct. 10 and 12th. I had to cancel my trip due to a positive test for Covid 19, on the day of my check in October 28th. Since then ********'s "supplier" ********* has never contacted the hotel to see if they will agree to a refund. They claim that they have and that the hotel denied my request for a refund but the hotel says no-one has contacted them and that they would give me refund if asked. I noticed that Trip Advisor has now removed Destinia from their list of agents for that hotel. It is because I decided to use Trip Advisor in the first place, that I found Destinia which is actually based in *****, unbeknownst to me. The supplier ********* has a terrible reputation on the BBB site and no working phone number. If I am unable to rectify this situation from ******** and get a full refund for this hotel, I expect Trip Advisor to take care of this situation. They obviously now know ******** is not a valued agent and I expect to be paid a full refund.

  

  Business Response

  Date: 11/04/2022

  Hello *******,

  We're sorry to hear about your troubles you had with your booking experience. We can understand how frustrating it can be to ensure you are getting information to the correct place when you have booked your trip through a third-party site. However, we have checked our records and do not see any bookings created on our site under the email address you have provided. Based on your screenshot, the booking confirmation came from Destinia and not Tripadvsior. If the booking confirmation came from Destinia, they would need to take responsibility in assisting with managing your booking. We would suggest if ******** is not able to assist you to contact ********* directly or see if the Hotel is willing to take your medical forms to approve a refund. If it turns out you do have a booking confirmation from Tripadvisor regarding this same booking, please reach out to our support team here for assistance: www.tripadvisor.com/generalsupport

  Kind regards,

  Tripadvisor Customer Relations Department

• Initial Complaint

  Date:09/26/2022

  Type:Product 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.

  Sep 24, 2022 hotel booking for $213.79.TripAdvisor Plus sold the booking as "******** View Room with Breakfast and ************ After booking when I asked whether the half-board was for lunch or dinner they came back with no half-board" to " maybe....we will find out " to "you figure it out directly with hotel" etc".They even said the hotel partner created the content and we just sell it as -is. We are not responsible!Attached:1. Screenshot of TripAdvisor Plus webpage 2. Actual booking from TripAdvisor Plus 3. To and fro email with TripAdvisor *********************

  

  Business Response

  Date: 09/27/2022

  Hello *******,

  We sincerely apologize for any confusion with the amenities included in your Plus booking rate. We do see the amenities that mention both "Breakfast included" and *********** / modified American plan", so we will be happy to clarify what this means for your booking specifically. Please know we will have our Plus team contact you shortly to confirm what exactly is included once and for all. Please refer to your current open case no. 09932886. 

   

  Kind Regards,

  Tripadvisor Customer Relations Department

  Customer Answer

  Date: 09/27/2022

  [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:09/23/2022

  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 have 2 reoccurring charges on my account every month. I have been trying to get in touch with someone, anyone who can look into the charges for me but the company does not offer any actual support. There's no phone #, no email, no customer service only a forum that other members seem to run and based off of their experience with trip advisor. I keep posting questions yet I still do not have any answers. Only posts from other angry members. I took over management at a hotel, I'm trying to manage my expenses, I have 2 charges from trip advisor each month. I know I have 1 account and I can print a bill from TA for 1 if the charges. Based off of what I've read in the forum, I think I have 2 accounts. I need to cancel 1 of the accounts. Also, I need to know what Trip Advisor actually does for my company, how do I know if business is actually generated from trip advisor? If someone could please just contact me I would

  

  Business Response

  Date: 09/23/2022

  Hello ***,

  We are sorry to hear you've had a hard time getting in contact with Tripadvisor for assistance. Please know you can contact our Support team any time by filling out the following form and someone will get in touch with you shortly: www.tripadvisor.com/generalsupport

  Our Support Team will be happy to help identify the charges to any products/campaigns that *** be active on your listing. 

   

  Kind regards,

  Tripadvisor Customer Relations Department

  Customer Answer

  Date: 09/26/2022

  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 link the company provided is again the forum!! I need an actual human being who is employed by Trip Advisor to contact me and look into these charges!! I have posted on the forum, NO ONE who answers these posts are actual employees, they are members just like me!! I need someone to look into these monthly charges. You are charging me over $800 a month and have been since I have been employed with the company which was since September 2021. WHAT ARE THEY FOR???? I'm new management, I don't have any info on trip advisor in my office, nothing in my files, nothing in emails, it's like a phantom company!! I NEED ACTUAL CONTACT TO FIGURE THIS OUT, NOT A LINK TO THE ANNOYING POINTLESS FORUM!!! I feel like I'm a joke to this company! They know darn well their forum is for minor issues not frivolous and possibly fraudulent charges and account issues. The questions I have cannot be answered via a forum. Please stop redirecting me and actually help me! I need to speak to someone!!That is the ONLY acceptable outcome. Why is that so hard? How do I stop these 2 re-occurring charges? What are they? I only have 1 company! 1 hotel! why am I charged twice for 2 different amounts? Who authorized a monthly $450 charge? How do I cancel it? How do I even find an account it belongs to? 
  
  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,

  Jen

   

   

  

  Business Response

  Date: 09/27/2022

  Hello ***,

  We are sorry to hear that you've had difficulty getting in contact with Tripadvisor to identify monthly charges to your hotel. Please know the link we provided (www.tripadvisor.com/generalsupport) is not for our forums, if you are logged into your Tripadvisor member account it will allow you to fill out a form to enter your query and a Customer Support representative will respond to you via email to assist further. If you do not have access to your hotel's verified account, you should create a new user account and you can become a verified user to manage your hotel account/listing going forward. Once you've done so, you can gain access to any billing information you are seeking. This is something our Support Team will be happy to walk you through. 

   

  Here are some helpful links:

  https://www.tripadvisor.com/TripAdvisorInsights/n691/how-verify-your-identity-business-representative-tripadvisor

  https://www.tripadvisorsupport.com/en-US/hc/owner/articles/426

   

  Kind regards,

  Tripadvisor Customer Relations Department

• Initial Complaint

  Date:09/22/2022

  Type:Billing 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.

  My hotel business has used and paid trip advisor for years. On August 9th we sold the property. I contacted the company to tell them to stop our subscription on that day. They continued to take out funds from my bank account August 15 and again in September. I have contacted them on 4 occasions where I am told someone would call me within 48 hours. That never happened. My last call on **** to Jovani where I demanded to speak to a supervisor went nowhere! He promised someone would call in 24 hours. NOTHING!!! They have very poor customer service and still owe me $694 for 2 months of nothing . The business is The Tides Inn. Account#******

  

  Business Response

  Date: 09/23/2022

  Hello *****,

  Please know that we can see our Support Team has already escalated your request to a representative who can assist you. We also see record of multiple attempts to call you from a Hotel Rep and a voicemail sent to follow-up with you. We have now sent another escalation to our ***************** with the contact details you have provided so that the representative will contact you once again and resolve your request soon. 

   

  Kind regards,

  Tripadvisor Customer Relations Department 

  Customer Answer

  Date: 09/23/2022

  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 business did NOT attempt to contact me on several occasions.  I have my cell phone with me at all times.  They may have tried to contact the old business number but as I explained, THE BUSINESS WAS SOLD.  THE NEW OWNERS HAVE CHANGED THE ***** NUMBER.  I gave each representative my cell phone number to call.  Twice the representatives said I would get a response in 48 hours and once the Supervisor was to call within 24 hours.  NOTHING!
  
  My on-site Manager gave me the representative, ***********************, number YESTERDAY, so I called and left him a message.  He was the only one on **** who tried to call me back. He left a message, and I called him back!!!!!  At the same time, I sent in this complaint.
  
  Sincerely, ************************* 

  

  Business Response

  Date: 09/27/2022

  Hello *****,

  Please note the Hotel Solutions representative has attempted to contact you over the phone multiple times and sent emails on 8/17, 9/19, 9/20 and left a voicemail on 9/22 at 12:43 PM EST. Our Business Advantage Policy requires all cancellations to be finalized over the phone. Please check the most recent emails in order to set up a meeting to complete your cancellation once and for all. 

  Kind regards,

  Tripadvisor Customer Relations Department

  Customer Answer

  Date: 09/28/2022

  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,

  *****

   

  9-28-22- My response is the customer service representatives did not listen to my instructions to contact me at MY address and My phone number as the one's associated with the account would not get to the right person.  The on-site manager did not work there anymore and I am located 6 hours away from the property.  I gave this information to all representatives.  I called on 8/8 to tell them to shut account down and contact new owner.  I called again on 8/17 when they took the funds out of my account.  I called on 9/12. 9/16 and 9/19.  They did not contact me at my e-mail address of *************** or my phone **************.  Only on 9/22 did ******************* try to call me back.  but only once and did not retrun my second call.  They just don't want to return my money.  The probably are getting monies from the new owners.

  

  Business Response

  Date: 10/04/2022

  Hello *****,

   

  We appreciate your patience as our Hotel Representative was able to get in touch with you to resolve your query. Please continue your correspondence with the rep to check on the status of your refund request.

   

  Kind regards,

  Tripadvisor Customer Relations Department

  Customer Answer

  Date: 10/04/2022

  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 was just contacted today by your representative TODAY 10-4!  He is making it sound like the refund had been sent.  I told him I won't get it as I closed out the account from which it came to keep the Volters out on 9-29!  There has to be another way they can refund monies they took.  I will not be happy with the outcome of my complaint until I have received the money.  Thank you to BBB for getting someone to respond to me.

• Initial Complaint

  Date:09/06/2022

  Type:Product 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.

  Theres a transaction in my TripAdvisor Plus account that shows I made a reservation at the Hilton Garden Inn NY ************ for **** Aug but I do not recall making this transaction. I never checked into this hotel. TripAdvisor charged me for $1026.84 and customer service name *********************** told me that the hotel refused to return my money. I called ****** directly and ****** told me that she told *********************** that Hiltons policy is to only charge one nights fee for a no-show and thats all that they requested. This means that TripAdvisor is holding about $800 for services they didnt provide and that the hotel didnt even recover. I can live with this debacle and pay the one nights fee of $220.66 if thats all that ****** charged in the end. But TripAdvisor mislead me and told me that the hotel was refusing to return my money when it was actually TripAdvisor. Other hotels send frequent reminders of a reservation when I have booked direct from a hotel but I have noticed that TripAdvisor sends one email confirmation with very little details and information and theres no other communication. This means there are fewer chances for customers to catch mistakes early on and to fix them.I want a refund and if I cant get a full refund, I am ok with a refund minus what ****** charged to TripAdvisor which was one nights charge. Confirmation number: ***********. TripAdvisor membership number **********

  

  Business Response

  Date: 09/07/2022

  Hello *****,

   

  We're sorry to hear about your unfortunate experience with your Plus booking. We are currently taking a look further at your case and will have a member of our Customer ******************** contact you shortly. Thank you for your patience.

   

  Kind regards,

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

  Customer Answer

  Date: 09/07/2022

  [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. 
  I have attached TripAdvisors response to me and their solution to refund me my hotel charges minus one nights fee. I am to receive the refund in **** business days.
  Regards,
  
  *******************

• Initial Complaint

  Date:08/16/2022

  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 was browsing the TripAdvisor site when all of a sudden I get an email welcoming me to the TripAdvisor community. That immediately struck me as creepy because I never signed up for an account or consented to them using any of my information. There was no option in the email to say that I never created an account. In fact theres no ability whatsoever to delete an account that TripAdvisor created without my consent. I looked in their info, but you cant delete an account without a password and I dont have a password because TripAdvisor, not me, created the account. Its just a bizarre, possibly illegal situation. I tried calling them to no avail. They dont answer customer service calls and the site doesnt provide a way to get help for this issue since I dont have a password. I want the account deleted immediately and all of my information erased from their files. I also want them to stop creating accounts without consent for people browsing the site.

  

  Business Response

  Date: 08/18/2022

  Hello Nick,

  We're sorry to hear you did not mean to create an account on Tripadvisor and that you've had trouble contacting our Support team. It may be worth checking your browser settings if you use ****** Chrome for example, as this may be why it auto-signed you in. However, a Customer Relations team member will contact you shortly to assist you in closing your account as requested. Should you ever need assistance from our Support Team, you can fill out a General Support form here and an agent will get back to as soon as possible: www.tripadvisor.com/generalsupport

  Kind regards,

  Tripadvisor Customer Relations Department

  Customer Answer

  Date: 08/23/2022

  [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,
  
  Nick Bon

• Initial Complaint

  Date:08/14/2022

  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.

  They took $50.00 out of my bank account and I have never used or heard of them. I am a 75 yrs old widow ( husband just died) and cancer patient and on social security. My income is cut in half. I just want the money put back in to My bank. Thank you.

  

  Business Response

  Date: 08/16/2022

  Hello ***,

   

  We're sorry to hear you have received an unexpected charge to your card. Unfortunately, we cannot find your information linked to any account on Tripadvisor nor any bookings with us. We will have a representative from the Customer ******************** contact you shortly to collect more information from you. Please continue your correspondence there. 

   

  Thank you,

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