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Booking nightmare with Trip Advisor!

Progreso, Mexico
Level Contributor
9 posts
96 reviews
Booking nightmare with Trip Advisor!

We recently booked a stay in Scotland with a property in Glasgow for part of the time. After making the final payment we noticed the booking advertisement had changed. Now instead of the entire apartment to ourselves, we would be sharing with the owner. This is a 1 bed and 1 bath. We had booked understanding that we would have the place to our selves. We contacted the owner who said no, it was to be shared with him. We did not want to have that arrangement and asked for the booking to be cancelled. He refused. We went back and forth over this via e-mail and the owner in the end said we were not welcome at his place. However, he refused to cancel the booking. With only a couple of weeks until we were heading to Scotland we felt we had no option but to book another place.

At this point, all the reasonably priced places we had looked at were now unavailable. We had to book a place that was substantially more money. We contacted trip adviser to get our money back from the booking. They contacted the owner, who then said we were now welcome. Trip Adviser then told us we would be welcome to stay. We again told them that the booking listing was not what we had originally booked and that we had already made other arrangements and that it was ridiculous to expect us to stay at a place where we had already been refused. They refused to do anything.

We were now left with the choice of staying at the shared accommodation that we had booked as the whole apartment, or lose the entire amount already paid. As well, if we did stay there, we were now going to lose the entire amount paid for the place we had booked when we had become "unwelcome" at the first place.

Of course, we are going to stay at the 2nd place we booked but, this experience has certainly left a bad taste on our mouths and at this point we are seeking a remedy through our credit card company.

To say we are disappointed with Trip Advisor would be an understatement. We expected to be dealing with an honest company that would be helpful for travelers. This was certainly not our experience. We have to this point lost about $200.00 Can, not a lot but, when you are retired, on a fixed income and planning a bucket list trip, it is not a good start. This does not include the additional money we did have to pay for alternate accommodation. At the same time, Trip Advisor gets their cut from the rental and the owner, who falsely advertised the unit, gets his unit rented without anyone there. He actually gets to pocket the rental and the cleaning fees for a unit that will not be used, other than by himself.

Oh yes, Trip Adisor did send us an e-mail asking if WE wanted to cancel the booking. If we cancel we lose everything since it was past the date for cancelling and getting any money back. Hummm stay at a place where you have been told you are not welcome and share that place with the person who does not want you there or lose $200.00 - Great choice we have been given by Trip Advisor.

This was our first use of Trip Advisor to book accommodation and needless to say it will be our last.

10 replies to this topic
Vancouver, Canada
Destination Expert
for Vancouver
Level Contributor
67,555 posts
65 reviews
1. Re: Booking nightmare with Trip Advisor!

Which vacation rental listing host did you book through? In Glasgow, it would likely be Holiday Lettings. Did the property have Payment Protection?

Do you know if the owner's strata corporation has recently implemented short term rental restrictions for owners in the building? Or if Glasgow city has done so? This could be at the root of the problem. It may be that he is now restricted to renting his principal residence. So he would have to be there too or face a building imposed fine. You say you are out about $200 Can. If that means Canadian, then you may be aware of similar principal residence short term rental bylaws being passed by owners in cities in Canada.

Did you exchange emails outside the message platform within the website?

Anyway, I think it would be worth reporting to TA Vacation Rentals. What was the prompt that caused TA to contact you? What did you say in your reply?

This link has all the ways to contact Holiday Lettings or Trip Advisor rental support.

https://www.tripadvisor.com/ShowTopic-g1-i12…

Have a look and choose one of the contact methods. Good luck.

Progreso, Mexico
Level Contributor
9 posts
96 reviews
2. Re: Booking nightmare with Trip Advisor!

We did everything you have noted. It would seem that changing from a solo rental to a rental where the owner is present does not fall under their conditions of rental protection. As well, all the owner has to say (after telling us we are not welcome) is we can stay. It does not matter that he changed the terms of the rental, as long as it is offered to us.

So after changing the terms of the rental and telling us we were not welcome, we are the ones who are left out the money because all he had to do was say we can stay. It now becomes our choice as far as Trip Advisor is concerned if we stay or not. Either way they say we pay.

Providenciales
Destination Expert
for Turks and Caicos
Level Contributor
4,520 posts
3. Re: Booking nightmare with Trip Advisor!

How do you share a 1 bedroom, 1 bath place with an owner? Where is he going to sleep? Go to your credit card company and see if you can get them do a charge back. No reasonable person would be expected to agree to this arrangement.

West Grey, Ontario
Destination Expert
for Toronto
Level Contributor
83,287 posts
103 reviews
4. Re: Booking nightmare with Trip Advisor!

Sounds like contacts 101.

The owner wants to modify an existing contract. You (understandably) don't.

They breached the contract !

Easy Peasy !!

I don't see why there is any discussion !!!

Edited: 13 June 2018, 01:49
Wales, United...
Destination Expert
for Bargain Travel, Cruises, Swansea, Cardiff, Carmarthenshire, Neath, Port Talbot
Level Contributor
72,638 posts
470 reviews
5. Re: Booking nightmare with Trip Advisor!

I concur with RT's observation. I think that you've made the right decision not to use TA to book anything ever again. I'm sorry you had a poor experience. I don't trust making a booking for anything via TA.

Progreso, Mexico
Level Contributor
9 posts
96 reviews
6. Re: Booking nightmare with Trip Advisor!

An update - After 2 attempts to get a refund through Trip advisor and being told there is nothing they can do, we contacted our credit card company who said they would see what they could do. We were standing at the check in at the Cancun airport when we received a call from Trip Advisor.

They went over the same questions for a third time and we provided the same responses for a third time and told this person (different from the first and the second people we had talked to) that we had already been through this twice already. They said they would talk to their team and see what could be done. We did not think it would be any different than the first two times. But wait.....

As we were going through security at the airport we got another call. This time to tell us that Trip Advisor was going to refund all our money. No reason given and we did not ask for one. I guess it pays to be persistent. While we do appreciate that this situation has been resolved in our favor, it is unfortunate that we had to spend weeks dealing with this and it was not until we got our credit card company involved that the situation was resolved within a couple of days.

We can only assume that they either did not want an issue with the credit card company or that this 3rd person actually checked the advertisement of the original booking to see it had changed. Either way we are happy not to have spent money for nothing but, disappointed that it would take so much effort to get the problem resolved.

We are now waiting to see the charge reversed on the credit card.

Wales, United...
Destination Expert
for Bargain Travel, Cruises, Swansea, Cardiff, Carmarthenshire, Neath, Port Talbot
Level Contributor
72,638 posts
470 reviews
7. Re: Booking nightmare with Trip Advisor!

They have done the right thing. It's a shame that you had to be persistent and had this resolved the first time. TA's responses seem extremely variable, and this is just one of the many reasons why I don't use them.

So Cal
Level Contributor
11,766 posts
75 reviews
8. Re: Booking nightmare with Trip Advisor!

Glad to hear they're planning to refund you; very sorry to see how much extra work you had to do to get a simple problem resolved.

Phoenix, Arizona
Level Contributor
52,708 posts
1,769 reviews
9. Re: Booking nightmare with Trip Advisor!

Just another instance of why I would never book anything via TA.

I travel 250 days per year, and do not need grief.

Hunt

Wales, United...
Destination Expert
for Bargain Travel, Cruises, Swansea, Cardiff, Carmarthenshire, Neath, Port Talbot
Level Contributor
72,638 posts
470 reviews
10. Re: Booking nightmare with Trip Advisor!

>>>you had to be persistent and had this resolved the first time.<<<

Should read 'you had to be persistent and you should have had this resolved the first time'.

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