TripAdvisor Customer Service Issues

Hello, my name is Mayra S. During my vacation in Honolulu, Hawaii, I booked several adventure tours with your company. My confirmation number is [redacted]. I encountered an issue with the Diamondhead Crater Adventure. Despite arriving at the pick-up location at 7:40 AM, the tour guide departed without me. After reaching out to their office, they suggested I take an Uber to catch up with the group. I inquired about a refund but was informed it was not possible. What troubled me the most was their false claim of attempting to contact me and waiting for 15 minutes. I know this didn't happen as I had my phone on me at all times with no missed calls. When requesting to speak with a manager, the staff refused and promised to call me back with vague responses. This has been my worst experience in Hawaii, and I kindly request a refund. I apologize for any inconvenience. Thank you.

Dear TripAdvisor Support Team, Thank you for your response. I must express my disappointment with the lack of thoroughness in the investigation provided to me. Before addressing the specific review in question, I want to emphasize that we are no strangers to negative feedback and normally handle it with grace. In this instance, the review seems to be based on dishes, such as "green beans" and "shrimps," which we do not offer at our establishment. Our menu details, which are available on our TripAdvisor page along with links to our website and Facebook page, clearly confirm this discrepancy. While I possess information about the reviewer's history of being reported by other restaurants in Havana, I have chosen not to include this data as evidence, as I lack concrete proof of their conduct at those establishments. However, it raises concerns about the credibility of their feedback. I respect the customer-centric approach TripAdvisor maintains but implore you to consider our position regarding this review's authenticity, as it appears to violate your guidelines against slander. I eagerly await your reconsideration. Warm regards, Ernesto Roque Director of PR

I am a police captain in Panama City Beach, Florida. Unfortunately, due to the impacts of Hurricane Michael, I had to miss my cruise intended for my 29th wedding anniversary. The hurricane caused severe damage, resulting in the loss of police radio communications, cell phones, internet, and cable for about 8 to 10 days. Regrettably, I was unable to cancel my two Viator bookings made through TripAdvisor. The first booking's Confirmation #: [redacted] and Booking Reference #: [redacted]17, and the second booking's Confirmation #: [redacted] and Booking Reference #: [redacted]16. I hope to receive assistance with obtaining a refund, as my work responsibilities prevented me from addressing this earlier. Thank you for your understanding and help.

Hello, I'm Eric S., the owner of Mission: Breakout Lafayette in Lafayette, Indiana. I'm concerned about questionable behavior from my local competitor, Rugged Xscape in Lafayette. They have received 11 reviews in the past week, with 9 mentioning staff by name. This seems unusual as it took them almost two months to get a similar number of reviews previously, with only 3 naming individuals. I don't usually like to bring up these issues, but the sudden increase in reviews for their business appears suspicious. As we are both vying for the same customers, I feel they may be unfairly encouraging their recent reviews. Thank you for your attention to this matter.

Dear Sir/Madam, I posted a review on Tripadvisor on August 18th, which is my second review overall. Unfortunately, the review is still pending, and I haven't received any communication regarding this matter. I have tried to contact Tripadvisor via phone without success for weeks. When I attempted to email, I received a response stating that the address does not accept incoming emails. The provided link also did not resolve my issue. I am puzzled as to why my review of the Yellow Cat surfing school has not been published, considering the delightful holiday experience I had. It's been two months, and I find the lack of explanation unacceptable. I kindly request urgent communication on this matter. I hope to hear from you soon. Best regards.

I recently stayed at Quality Inn Airport in Jacksonville, FL, and left a review reflecting my disappointment with their response to my complaint. They accused me of having a dog in the room, which is false. I had left my dog at Lavonia Animal Hospital during my stay. Their claim of new furniture in the room and a strong odor upon checkout are inaccurate. Although they refunded my deposit, I feel the need to clarify the situation. Due to my health condition, I have limited taste and smell, making their allegations unfounded. I did not hang up on them as stated. It is important to me to set the record straight. I urge you to contact the animal hospital to confirm my dog's stay and my innocence in this matter. Thank you for your attention to this issue. Sincerely, Thomas Alexander.

Dear Team, I am reaching out from Hilton, Jaipur. We've been experiencing difficulty accessing TripAdvisor for the past three days to respond to the reviews we've received. A prompt from TripAdvisor requires us to verify our identity, which we are unable to do as the email address ([redacted]) associated with it has been closed since the departure of our previous General Manager. We understand that Mr. Vishal Gupta, the current General Manager, is the primary account holder with the email [redacted] While we can log in to TripAdvisor using the primary credentials, we are still unable to reply to the reviews. Please address this matter urgently and help us regain access to respond to our reviews promptly. Thank you for your attention to this issue.

Dear TripAdvisor Team, I am writing to address an issue with a PayPal payment related to a booking on my property, Lithea Villas, ID [redacted], located in Alonissos. Last summer, a guest named Alexander Wloka made a reservation from July 30th to August 6th, with a total cost of [redacted] euros. However, I only received [redacted] euros, and the remaining [redacted] euros is still in my PayPal account. Despite my attempts to transfer the [redacted] euros to my bank account, I have been unsuccessful after several failed attempts and unhelpful responses from PayPal. I urge you to contact PayPal on my behalf to resolve this matter promptly. Furthermore, I would like to explore alternative payment methods as I have faced issues with PayPal. My preference would be to provide my bank account information for direct transfers in the future. I am eager to hear back from you after contacting PayPal and discussing alternative payment options. Thank you for your attention to this matter. Best regards, Panagiotis Vlaikos

I recently received an email from [redacted], appearing to be from Cheong Fatt Tze - The Blue Mansion at 14 Leith Street in George Town, Penang Island, Malaysia. The email thanked me for a stay that I did not make as I have never been to Malaysia or their establishment. I would like to inquire if an itinerary associated with my email address exists in your system and request any information on how this may have occurred or where the details were obtained from. I am reaching out to Trip Advisor to seek clarification on the use of my email address and to obtain any relevant information on how it was linked to their system without my consent.

After receiving an email regarding my booking for a Puerto Rico adventure, I was advised to contact you for a refund of $[redacted].00. Dear Danielle Frost-Johnson, I received this message from Explora about my booking on Nov 07, [redacted], for the Puerto Rico Caving, Hiking, and Body Rafting Adventure. Message from Explora: Booking reference: BR-[redacted]07 Dear Guest, I hope you are well. Our company policy states that due to safety concerns related to your height and weight not meeting our standards, we cannot offer you this service. Your safety is our priority, and we apologize for any inconvenience. Please contact Viator Customer Service for a full refund. Best, Mimi Ortiz Operations Director Explora [redacted] For Viator questions, contact Viator directly at [redacted].

Hello, I'm reaching out regarding an issue with a property booking at Archsense Apartments in Barcelona. We encountered a problem where the owner informed us that there was a pricing discrepancy on the website. Initially, the booking was for 2 guests, but as there are 4 in our group, we were asked to pay an extra [redacted] euros upon arrival. We expressed our concerns about this change and requested to cancel the booking due to the price difference. However, the owner's current cancellation policy only allows for half of the total amount to be refunded if the booking is canceled. Despite acknowledging that the error was not our fault, the owner has yet to update the policy as promised. We are seeking a full refund of [redacted].11 euros to rebook another property. Your assistance in resolving this matter would be greatly appreciated.

I recently had an issue with a booking for a fishing trip that was unfairly reviewed. Despite multiple attempts to contact the client, Nick, who was traveling from New Zealand to Cairns, there was no response to calls, texts, or emails. To avoid no-shows during a busy time, I require deposits. I called the international number provided by Nick, left voicemails, and sent texts. The review left afterwards does not accurately reflect the situation and could impact my business. I have evidence of my attempts to communicate with Nick and I am willing to provide screenshots to support my case.

I am experiencing issues updating my profile information. I have followed all the step-by-step settings but still face challenges updating my account details. I am attempting to correct capitalization errors in both my first and last name, as well as update my "Display Name". When trying to save the new information, I encounter a prompt asking for my latest password to proceed. Despite inputting my password, I receive an error message stating, "Only use Latin characters (A-Z), numbers, '_' and '-'. " My password only contains allowed characters (letters and numbers); however, the system keeps indicating that there is an error. I kindly request assistance to rectify these issues so I can successfully update my account data. Thank you!

Booking Reference: BR[redacted]4 - My family booked a vacation house in Costa Rica with House of Stars Vacation Villa and Retreat for a week to reunite with my sisters from Europe. We are a group of 10 people, consisting of 5 couples. Prior to our trip, we paid $[redacted]. Upon arrival, we faced challenges finding the place and navigated rough roads late at night. The house was not prepared as expected, with dirty linens and limited sleeping arrangements. After a difficult night, we contacted the owner, Marcie Tahmasebi, to express our concerns. Marcie apologized and recommended a nearby hotel for us to relocate. She offered a partial refund, deducting one day's cost. We are currently experiencing delays in receiving the refund. Our trip was organized by Russell Harris from the UK.

I received an email asking me to review my stay at The Vineyard, but it did not mention it was from TripAdvisor. I did not book through TripAdvisor and do not give them permission to post my review. Please do not share my details on any site. Mrs. M. Ainge

Hello, I'm Wanders Young. I made two bookings on 11/8 at a rental property in Puerto Rico. I reserved the 3rd Floor Penthouse Suite for January 28th to 31st, followed by the 1 room Casita for Feb 1st & 2nd, using my Visa Card. There was confusion with my profile: [redacted] or a Facebook profile as Vandy Young. I encountered issues with an old email, [redacted] The previous booking with a lost deposit was BR[redacted]8-2 in Jan [redacted]. I have some queries: 1) Are my bookings confirmed, as I haven't received any updates? 2) I need to change the dates, are they available? 3) How can I adjust my booking dates without email or profile mix-ups? Reach me at [redacted] or [redacted] My phone number is [redacted]. Looking forward to your assistance. Thank you, Wanders (Vandy) Young.

My family, including my parents, my sister's family, and I, made plans for a vacation in June. This will be our first trip together, and we booked a cabin in Pigeon Forge, TN. My niece, who is pregnant and was looking forward to visiting Dollywood, found out her due date coincides with our vacation. After contacting the owners to request a change to a later date, they asked us to call back on Monday. Despite paying the deposit, they informed us that they are unable to assist since we booked through your platform. We hope to reschedule our trip in advance without requesting a refund, as we want all family members to enjoy the vacation together.

This was my first time using your website to book our trip for my honeymoon and to celebrate my husband's birthday on Nov 15th. Our flight from Dallas with a stop in Missouri was headed to Miami but was delayed twice and then eventually cancelled due to mechanical issues. We were stranded in Missouri and couldn't reach our Miami hotel, Odyssey Hotel of South Beach. I spoke with Corinna and Laura from the hotel, who advised me to contact Trip Advisor to modify our reservation. Despite my attempts to reach your company, I couldn't speak to anyone. I am requesting a refund for the missed night on 11/15/18 due to circumstances beyond our control. We wish to adjust the booking dates to 11/16/18-11/18/18 to rectify the situation. The airline rescheduled our flight for the next day, so we hope to start our honeymoon on Nov 16th. Thank you. Deborah R.

I'm experiencing difficulty sending messages to my guests through the site. When I open the page, the "Send" button is visible, but quickly moves out of view. I attempted to write a message to see if it would reappear, but was unsuccessful. I have tried various solutions without success. This issue is preventing me from communicating with my guests before their rental date. I have never encountered this problem in the past. I also tried reaching out through the welcome package when they completed their payment, but I have not received any replies, so I am unsure if they received it. It is urgent that I contact them as soon as possible. Your assistance is greatly appreciated.

Hello, I experienced a concerning situation this morning. I do not have a Tripadvisor account, yet someone created one using my email address and left a negative review for Leela Kovalam. The account was registered in Kerala, but I am located in Delhi. I urgently need to determine the IP address used to create this fraudulent account. This matter is of great importance as I have had a significant problem with Leela Kovalam. I received notifications regarding the account creation and review this morning, which I did not initiate. However, I did send an email to Leela, and the review content matched the contents of my email. I would appreciate resolving this matter promptly. Please respond as soon as possible.