For our stay at the Holiday Inn Express in Rotterdam we had to pay more than double (Instead of € 116,- exactly € 268,- excl city tax) Reason:The comparison site Trivago or Expedia (Both blame each other) changed our booking dates. Instead from 7 to 8 of april they made a reservation from 4 to 5 april. After typing destination and date we clicked on the 'Trivago View deal button', proceeding to the pop-up offer of Trivago's partner and majority shareholder Expedia. We received a confirmation which we had to open with the app-store because the other mailed possibility to view the confirmation directly on the mobile phone did not show-up. Obviously Expedia wants us to download the app but we did not follow their 'redirection'. On arrival at the Rotterdam Holiday Inn Express on the 7th of april the receptionist told us that our reservation was already expired. She was so cooperative to connect us by phone to an Expedia Helpdesk. The customer service told us surprisingly that this happens quite often by using Trivago. She could arrange a refund of our payment in case we made a booking with the Holiday Inn for the actual price of € 268,- Because we had an important meeting and needed time to fresh-up, we had to accept the offer. Checking Internet reviews we discovered on the HIGHYA site that Trivago carries a long list of complains: Changed booking dates; incorrect prices; lost bookings and an unresponsive customer service ignoring email conversation. Expedia has obviously the same bad reputation. Anyhow we are still surprised that an International Hotel Chain like Holiday Inn works with companies like this.
The receptionists handled us professional as the typical victims of the Trivago-Expedia connection because as I mentioned before Expedia is majority share holder of Trivago.
Read here Trivagos reply on our review on Trustpilot:
Dear K. , thank you for contacting trivago on this behalf. I am shocked to hear what has happened to you during your stay in Rotterdam. First of, I would like to sincerely apologize for the great inconvenience this has caused you. Please bear in mind that we are not involved in the booking process and are thus unable to make changes to your booking or switch the chosen booking dates. What can happen from time to time is that the data exchange between the trivago and booking site interface is faulty, meaning that while being redirected the dates will change to the default dates set by the booking site itself, Expedia in this case. I am very sorry you have come across this technical glitch. Please contact me via email@example.com so that I may explain the issue at hand in more detail and resolve it as soon as possible. Looking forward to hearing from you. Kind Regards, Aurélie @trivago