TripAdvisor Customer Service Issues

I am writing to address an issue I encountered on Tripadvisor recently. After uploading new photos, I noticed a significant reduction in ratings for both my businesses - "Solino Euskirchen" and "Callito Euskirchen." Approximately 25 ratings were inexplicably deleted from Solino Euskirchen, causing a drop from 58 to 33 ratings. Similarly, 24 ratings vanished from Callito Euskirchen, leading to a decrease from 43 to 19 ratings. We have actively encouraged customers to leave reviews on Tripadvisor and even planned a paid campaign starting April 1st, [redacted]. However, if reviews continue to disappear without cause, it undermines our efforts and investment. I have already reached out via email regarding this issue and seek urgent clarification. Losing almost half of our reviews is disheartening, especially after the concerted effort to collect them. I urgently request a phone call to discuss how we can address this matter and ensure a fruitful partnership moving forward. Best regards, Mustafa Yazgi Solino Euskirchen Callito Euskirchen

Trip Advisor Booking Number: BR[redacted]0 May 5 to May 8, [redacted] Reserved under Isaiah Carter Hello, Our booking for the villa from May 5 to May 8, [redacted], under the name of Isaiah Carter, needs to be canceled due to an unexpected event. Originally planned for a wedding party of 15 individuals, the wedding has been called off, adding unexpected financial strain. We kindly request a full refund to help cover additional cancellation expenses related to the wedding. This refund would greatly assist in alleviating the current financial burden caused by the canceled event. While Trip Advisor has advised us of a partial refund, receiving the full amount would significantly support us during this time. Your understanding and assistance in this matter are greatly appreciated. Sincerely, Anthony and Isaiah Carter

Good afternoon, I enjoy looking at Trip Advisor reviews to recognize and improve our shortcomings. I recently focused on your page to better understand the ranking algorithm and noticed a potential area for optimization: "Paid Campaign to Benefit Positive Reviews." However, the details are not clear enough to fully grasp and utilize this feature. Additionally, we use My Hotel (Fidelity FollowUp) to gather feedback and I am interested in integrating or combining these surveys with TripAdvisor reviews. This could potentially help us improve our TripAdvisor rating by leveraging responses from both platforms through a single channel. I would appreciate more detailed information to share with my superiors for continuous improvement. Warm regards, Monica C. Sales Coordinator

Hello Tripadvisor, I recently received an email regarding my Granville Island Food Walking Tour booking. Unfortunately, the booking could not be confirmed. I'm aware my credit card was not charged for the initial request, and any holds were canceled. I understand this process may take 5 to 7 business days depending on my bank. While disappointed in the cancellation, I am keen to explore other activities in Vancouver through Tripadvisor for my upcoming trip. I am looking forward to trying out more exciting options. I am concerned about not receiving a refund for my canceled booking with the confirmation number [redacted] (BR-[redacted]96) since 08 April. I would appreciate your assistance in resolving this matter promptly as I am eager to secure another memorable tour in Vancouver.

Hello, I am an owner of a Guest House listed on TripAdvisor called Afon View Guest House in Betws-Y-Coed, North Wales. I have noticed that the number of reviews for my property has remained stagnant at [redacted] for quite some time now. Reviews are essential for our business, and I have concerns about guests being able to leave reviews on our page. I kindly request assistance in investigating and resolving this issue as we greatly value feedback from our guests. Your prompt attention to this matter is greatly appreciated. Thank you for your help. Best regards, G. Prager / Owner

I am experiencing two issues. The first problem is that I am receiving emails addressed to a user named "Culture277798" instead of my own user, "[redacted]" Secondly, I recently booked three excursions in Mexico through Tripadvisor. While two trips went smoothly, I encountered an issue with the excursion in Puerto Vallarta with Vallarta Adventures. The pickup location was Puerto Magico, and though I received an email with the 7:30 am pickup time, I missed it as I was out of service on the Carnival Panorama cruise ship. Despite the cruise ship not docking until 9:30 am, Vallarta Adventures did not assist us in reaching the excursion or offer a refund, insisting we contact TripAdvisor instead. I am seeking advice on how to address this situation. Thank you.

Hello, I am writing about a recent solo traveler who joined our tour but left prematurely and later fabricated untrue allegations. This individual claimed we engaged in hazardous activities like using real firearms in public areas, which is completely false as it is illegal in our country. We have video evidence proving otherwise. The traveler even expressed gratitude to our driver, tipping him before his departure, contradicting his later claims. Despite attempts to communicate and clarify the situation, the traveler has been unresponsive. We suspect the possibility of malicious intent from a third party influencing his actions. This situation has had a detrimental impact on our reputation and business. To address this matter, we would like to direct you to a review on TripAdvisor for more information: [redacted] Sincerely, Elabdellaoui

I would like to inquire about my upcoming bookings. I am interested in reserving Westport House for two people on Sunday, June 26th at 10:00 AM, and the Westport Cruise Clew Bay for two individuals on Saturday, June 25th at 12:00 PM. I also need to confirm if my previous booking for Westport House on Saturday, June 25th has been canceled successfully. Thank you.

I made a reservation for a trip from Zurich to Jungfraujoch and Bernese Oberland for August 25, [redacted], through Tripadvisor. I provided all my information and credit card details and clicked on reserve (not pay and reserve). I haven't received any confirmation email about the reservation. I tried to cancel the reservation due to a change in my schedule, but I don't know how to do it. I'm unsure if the reservation went through or not. Could you please confirm if I have a reservation for product code [redacted] JUNG_ZRH? I called Tripadvisor UK, and they informed me that there is no reservation under my name. I would appreciate it if you could confirm in writing that there is no reservation under my name. Thank you.

Dear TripAdvisor team, Hello, I am reaching out for assistance with setting up a business account. We are located in Curacao in the Caribbean and have encountered difficulties due to our region not being recognized in your system. Bluefinncharters and Powerboatcaribbean faced similar issues but were assisted by your team. We operate as Tikiboatsrental, offering BBQ donut boat rentals to explore the Spanish waters. Our website, www.tikiboatsrental.com, is currently under construction, and we can also be found on Instagram and Facebook under the same name (Tikiboatsrental Curacao) to verify our existence. We kindly request your help in establishing a business account for us. Warm regards, Mary-Jane Verbrugge TikiBoatsRental Curacao

I am seeking to rent an apartment I found online, and the purported lessor claims to collaborate with your company. I would like to confirm if this is legitimate or a potential scam. Attached is the email correspondence for reference: Hi, To proceed with the booking, I request your full name, ID picture, and WhatsApp number. All bookings must be made through Tripadvisor, who will secure the payment on your card or bank account. Here's the overview of the process: - Provide your name, phone number, and ID photo - I will list the property on Tripadvisor and share the booking link - Book through Tripadvisor to secure the payment - Once Tripadvisor confirms, you can visit the property - If you choose to continue, we will finalize the rental agreement, and Tripadvisor will release the payment to me Upon receiving your details, I will initiate the reservation process. Thank you for your cooperation! Best regards, Frida

Dear TripAdvisor team, in recent days, we have noticed a delay in the posting of comments about our hotel on your platform. Despite multiple notifications from clients regarding their experiences that haven't been published, we are unsure if there is a technical issue on the site. This situation is troubling as we trust your platform with our reviews. Additionally, we have reported two specific negative comments that appeared intentional, with evidence to support our claim, but have not received a response thus far. We have been trying to address this matter for two weeks through email communication about the cancellation of 14 genuine client reviews without any feedback. It is crucial for us to have clarification on these issues.

Dear TripAdvisor team, I have been concerned for several days about the comments not being posted about our hotel on the site. We have received feedback from clients who shared their experiences but haven't seen them published. We are worried and would appreciate it if you could address any issues or technical glitches that might be causing this delay.**Additionally, we have reported two comments that were intentionally negative with supporting evidence, but we haven't received any response. It has been two weeks since we reached out via email about our frustration with the reviews being cancelled, but we haven't heard back. We value your platform greatly and would be grateful for a resolution to these concerns.

I recently left a negative review for a bed and breakfast in the UK, and since then, the owner has been harassing me. Initially through direct messages on TripAdvisor, and now on my social media and via text messages. The owner is accusing me of lying and attempting to harm her business and mental well-being, despite my review reflecting a genuine bad experience. The owner has even teamed up with another business from the same trip to try and get my review removed, claiming it is slanderous and labeling me as a serial negative reviewer. This persistent and intimidating behavior is making me feel threatened and bullied. It's concerning that someone would react this way to honest feedback. I feel like I'm being pursued and harassed for expressing my opinion. I hope TripAdvisor can address this issue.

We reserved and paid for tickets to the Van Gogh Museum and a 1-hour Canal Cruise. While at the museum, we inquired at the information desk about the cruise's starting point. A kind gentleman provided directions and even drew a map to guide us precisely. Unfortunately, when we arrived at the cruise location, our tickets were not honored, leading us to buy new ones and wasting valuable time during our short visit. We kindly request a full reimbursement and hope for clearer arrangements in the future. We can provide the hand-drawn map and evidence of the additional ticket purchase if needed. Sincerely, A&E Addady

I'm Hillet Evans, the owner of Rest for Guest in Brackenfell, Western Cape, South Africa. A Trip Advisor link with a misleading heading, 'Shocking!!! - Review of Rest for Guest, Brackenfell, South Africa,' from an incident 7 years ago is harming my business. The misrepresented review is affecting my online presence and reputation. The review is not accurate, as the situation described does not reflect the truth. I need assistance in having this outdated and damaging review removed from the internet, as it is unfairly impacting my business. Any advice or guidance on how to address this issue would be greatly appreciated.

I found an apartment in Berlin on HousingAnywhere.com. The host asked me to switch to email due to the volume of messages. After some exchange on Gmail, she agreed to rent me the apartment for 2 months' rent ([redacted] euros) plus an [redacted] euro deposit. She mentioned renting through TripAdvisor and linked me to the property there. I made the payment using bank transfer as requested, received a confirmation, and was told a TripAdvisor agent would contact me to sign a contract. After 3 days, no contact was made, and I couldn't find any trace of the booking or listing on TripAdvisor. I tried reaching out to TripAdvisor with no success. I'm originally from Ukraine and felt pressured to secure housing quickly in Berlin. Now, I'm left without money, a place to stay, and unsure of my options. Can the police help in this situation?

Hello, my name is Pallavi S. from India. I was looking for an apartment to rent in Dubai and found an ad on Dubizzle.com for an apartment in Dubai Sports City on September 9, [redacted]. The rent was AED [redacted] per month with a AED [redacted] security deposit. I contacted a person named Evie H. who claimed to be a surgeon in the UK. She insisted on booking through TripAdvisor, but the listing was not found there. I attempted to pay with my credit card but faced issues. After involving a friend's UAE bank card, multiple verification steps were required, including sharing sensitive information. Despite paying AED [redacted], I did not receive a booking confirmation. When I requested cancellation and refund, communication from Evie ceased. I hope others do not fall victim to this scam. It is frustrating to be deceived through familiar platforms. I urge for better verification processes to prevent such incidents in the future. Regards, Pallavi.

I'm curious about the details provided by a potential landlord. The rent is $[redacted] per month plus a $[redacted] damage refundable deposit to move in. After the initial payment, subsequent payments will be sent directly to the landlord's bank account through TripAdvisor. This process ensures protection under TripAdvisor's various policies. Cancelling the booking incurs no penalties, and discrepancies in the description or photos will be promptly resolved with a full refund. TripAdvisor acts as an escrow service, guaranteeing the transaction for both parties. The landlord has requested my full name, phone number, and a copy of my ID to initiate the TripAdvisor transaction. Once I provide the information, the apartment will be listed on TripAdvisor, and I will receive a link to finalize the reservation and payment. The rental contract is conventional; it's the payment process that will be secured through TripAdvisor.

I attempted to submit a review on 10/22 for [redacted] Eatery in Minneapolis, but it did not go through. I then tried to add it as a listing on the site, encountering an issue where the city and address fields could not be completed simultaneously. Whenever I entered the address ([redacted] 3rd St., Minneapolis, MN [redacted]), the city (Minneapolis, MN) would disappear once the address was accepted. Consequently, I was unable to submit using the "Submit" button. It's surprising that a prominent establishment like [redacted] Eatery is not listed on your site. Please rectify this by adding the restaurant (details provided above) or advise me on how to address this issue with your software. Thank you. - Philip Bradley