I booked, paid in full and received a confirmation for a "Junior Suite Elite" category room at El Cid Marina Hotel in Mazatlan Mexico. With follow up from the hotel the room was found to be lower category "Junior Suite". These are two completely different room as such the amenities offered are not similar. Trip.com has advised that the room is similar as they are both junior suites. I would liken it to having an "Ocean Front Junior Suite" confirmed and then being advised actually the room category is "Side View Sea Junior Suite". In all honesty would you then tell me "Its a similar room they are both junior suites"? I dont think so or at least I hope not. I have been advised that Trip.com is sorry but can do nothing for me. Dont believe trip.com "Service Guarantee". Service Value Quality Date of experience: January 10, 2025Appalling service, I booked the flight through this company from iguazu to Buenos Aires, they gave us 2 connective flights. Now with only short time left they sent me an email stating the flight has been changed for one passenger for first leg. That makes us impossible to use the flight as the gap between two flights makes impossible to get to second lev for one passenger. When I try to cancel my flight, they statd there is no even refund for the flight. Total scam and rip off. Looking for another flight it will cost us a fortune. Dont trust trip.com, totally untrustworthy and you will lose your money. Service Value Quality Date of experience: January 23, 2025I made a hotel reservation on trip.com and I will never use this again. What a mistake! I made the reservation on an incorrect date. I immediately, like less than a minute after clicking BOOK contacted trip.com to edit the date and they will not allow any edits or cancellations. They claim they are not the 'supplier' of the hotel rooms. Never ever again. Date of experience: January 17, 2025Terrible experience with Trip.com I booked a flight from SGN (Vietnam) to YYC (Calgary). When I arrive Vancouver (YVR), they book me a flight in a different airport which is 70km away and expect to self-transfer there which make no sense, and they don't admit it is their system issue. I used to book flights with Trip.com, paid more than 3,500$ to this point, but I will never travel with them again going forward. Tip for consumers:Terrible management Products used:Flight booking Service Value Date of experience: February 19, 2025I had a deeply frustrating experience with Trip.com regarding a flight cancellation. Due to a last-minute cancellation (which was not my fault), I had to call their customer service multiple times to reschedule and later cancel my flight. What they failed to inform me was that these calls would result in a massive €111.40 phone bill! At no point did the agent warn me that I would be charged for the calls, despite them knowing I was making and receiving multiple calls due to their service issues. When I raised this with them, their response was dismissive. They blamed me for not knowing about my phone plan instead of acknowledging that their agent failed to disclose this important information. Their compensation offer of 20 USD in "Trip Coins" (store credit) is nowhere near a fair resolution. This experience has completely eroded my trust in Trip.com. Instead of taking responsibility for their poor communication, they keep pushing blame onto the customer. Be warned: if you have any issues with your booking, you may be left with unexpected costs and no proper support! I will never use Trip.com again and would strongly advise others to think twice before booking with them. If you value transparency and customer support, look elsewhere! #TripCom #CustomerServiceFail #HiddenFees #BadExperience Date of experience: January 12, 2025If I could give Trip.com zero stars, I would. My recent experience with them was nothing short of a nightmare. I booked a car rental in August for €674.40, expecting a seamless experience. Instead, when I arrived at the Sixt dealership on December 20, I found out my booking had been canceled. No explanation. No prior notice. Nothing. To add insult to injury, I had to make a new booking directly with Sixt, costing me an additional €635.76. Trip.com failed to deliver on their contract and left me scrambling on arrival day. And that's not all: the vehicle I received was a lower category and completely unsuitable for my trip in the Colombian mountains. I originally booked an SUV (Chevy Tracker) but got stuck with a Chevy Onix unless I paid another €450 for an upgrade. For two weeks now, I've been chasing Trip.com for a resolution, sending email after email and receiving nothing but empty promises and stalling tactics. Their so-called "Customer Success Team" has failed to take responsibility or provide a satisfactory timeline for action. The blame-shifting between Trip.com and Sixt is pathetic, and their lack of urgency is insulting. I've now demanded a full refund of €1,124.40 (€674.40 for the original booking and €450 for the upgrade), and Trip.com has done absolutely nothing to address this issue. This is not just bad customer service—it's outright negligence and dishonesty. Save yourself the frustration, wasted money, and endless headaches. Trip.com is unreliable, unprofessional, and untrustworthy. I'll never use their services again and strongly advise everyone to do the same. Service Value Shipping Returns Quality Date of experience: December 20, 2024I have booked flight for my mom and brother from them. How come you can bring 6 luggage from internal flight and in domestic flight you can't. Very terrible service and experience. I would not recommend them for flight and hotel book. They will fight with when call them instead solve your problems. Date of experience: November 19, 2024The resort said their records showed the booking was made through trip.com, but they said after looking at the ref number it was made through one of their agencies. They could not tell us which agency, what sort of company is that. I got no conformation email on the booking. I made other bookings through booking.com and agoda, with no problems, good notifications and backup. I know never to use trip.com or any other company with the word trip first EVER AGAIN. BAD EXPERIENCES I CAN DO WITHOUT. DARYL Tip for consumers:NO Date of experience: November 12, 2024We were recommended to this hotel 景里亿宿 when we booked our trip to Lijiang Yunnan China via Trip.com planner. When we arrived we discovered that the hotel is undergoing renovation works. Neither did Trip.com or the hotel informed us before hand and we were being arranged into a room type which is not suitable for family, ie duplex with a bath tub in the middle of the room plus one needs to sleep on a sofa bed. We were not informed beforehand on the room change as our original booking is a room with 2 double beds. The hotel staff just said that that's the only available option for us and it's an "upgrade"! We booked the hotel with breakfast but were told the hotel staff preparing breakfast was on leave and there will be no breakfast! Worst of all, the hot water became intermittent during shower and the next day there were no water supply at all when we return from our day activities. The hotel staff was not apologetic at all amidst all these. We decided to shift to another hotel as we were totally disappointed with the service. Trip.com arranged us to another hotel after we made a serious complaint to them. However, Trip.com does not allow us to write a review on the hotel in their platform which is depriving consumer's right to share their true experiences and feedbacks. They appears to push the blame to the third party planner engaged under Trip.com though the contract and payment were done with Trip.com. Just hope that our review can let others to make their judgement calls when making their trip arrangement with trip.com. Service Value Quality Date of experience: October 20, 2024Unfortunately, my experience with trip.com has been very disappointing. Just a few days before I was supposed to check-in, I received a message saying there were issues with my personal data, which was highly inconvenient since I was out of town and not constantly checking my emails. What's worse is that this issue could have been avoided if they had asked for data confirmation before making the payment, instead of just a few days before the flight. This reflects poor organization and even negligence on their part.Additionally, rather than helping to resolve the issue, they simply blamed the airline without offering any solutions or assistance. This situation has caused a lot of frustration, and as a result, I cannot recommend their services under any circumstances. Products used:Intermediari flight Service Value Shipping Returns Quality Date of experience: September 13, 2024I booked a flight from Islamabad to Frankfurt through Trip.com (Booking No. *******0001) and had a terrible experience. Three days before my flight, I asked them to provide the "OK TO BOARD" status, which the airline can usually give within 2-3 hours. They never provided it, and I ended up missing my flight because of this. I asked for a full refund because it was their fault, but now they aren't responding to me at all. This feels like a scam. I regret booking through a third-party site like Trip.com, and I advise everyone to book directly through the airline to avoid this kind of hassle. Trip.com, I want a FULL REFUND for making me miss my flight! Products used:Flight Service Value Shipping Returns Quality Date of experience: September 19, 2024Worst service I ever faced in 14 years. Customer support do what they can, but basically you will end up having to buy new tickets with an actual airline, thus you will lose both time and money by using their "service". AVOID AT ALL COSTS Service Value Shipping Returns Quality Date of experience: September 18, 2024Booked a short domestic flight through Trip.com. The flight was cancelled. Trip.com has refused two refund requests thus far and continued to give me the runaround. I'll most likely have to dispute the charge. Not only were my flights cancelled, but I've wasted 2 hours trying to get a refund. Personally, I'll never use them again. Products used:Airline Ticket. Service Value Returns Quality Date of experience: August 18, 2024Stay away from this booking platform! Prices might look more reasonable but if you run in to issues they are a complete nightmare. My sister and I took my mom on a 70th birthday trip. Purchased our seats and baggage ahead of time through trip.com. Went to check in for our flight and the seats and baggage were not showing. Called trip.com kept getting the run around, no clear solution. Was told due to time to repurchase and they would refund. Two weeks later, still no refund. I have received 7 emails saying they are looking in to it. I have spoken to someone multiple times, uploaded receipts only to be told they are looking in to it. Waiting on almost 400 dollars to be reimbursed. I am still confused on what further needs to be looked in to when receipts of the original purchase are uploaded, plus the repurchase which they directed, and now two weeks and no refund as of yet. Again, DO NOT USE this platform. Extremely poor customer service. Not worth the cheaper ticket. Tip for consumers:Ensure you are checking booking reviews. Will NEVER use this booking platform again. Products used:Flight booking Service Value Returns Date of experience: August 13, 2024Avoid trip.com while flight booking Hi everyone, I hope you're all well. I wanted to share a cautionary tale from my recent experience. My biggest mistake in life has been choosing Trip.com for flight booking. I would strongly advise all my friends and family to avoid using Trip.com. It turned out to be a complete waste of both money and time. Please be wary when booking your flights and look for more reliable options. Your travel plans deserve better. Take care Tip for consumers:Avoid trip.com while flight booking Hi everyone, I hope you're all well. I wanted to share a cautionary tale from my recent experience. My biggest mistake in life has been choosing Trip.com for flight booking. I would strongly advise all my friends and family to avoid using Trip.com. It turned out to be a complete waste of both money and time. Please be wary when booking your flights and look for more reliable options. Your travel plans deserve better. Take care Products used:Air ticket Date of experience: July 30, 2024The customer service team is pathetic, hypocrite people. Until now, they keep jogging my refund after messing my travel itinerary. They can't be trusted, and customers must watch out. Too much incompetent people and full of lies. I wouldn't recommend anyone Tip for consumers:Trip.com is not reliable travel agency Products used:My flight refund Service Value Returns Quality Date of experience: April 21, 2024I booked a one- way, last minute (emergency) flight. Trip.com exceeded my expectations. There is a phone number to call with any questions or concerns. My ticket was issued fast and I had no issues once I arrived at the airport. Would recommend! Thank you again. A+ Date of experience: July 4, 2022Had 2 issues with hotels not serving international guests although it said they did on their site. Long story short they all got cancelled but customer service was very quick in issuing the refund and gave me around 40 dollars in total credits for the hassle Service Value Quality Date of experience: July 20, 2023Glitch Glitch Glitch! All the times getting same excuse from call agents. Might be a glitch that's why this happened. I made a booking and they made our names inverted or in reverse order, no able to board flight easily. Had to hassle for 2 hours at airport because of their mistake. To rectify their mistake they were ask us to pay extra money also. Not getting any emails from them and they are saying we are sending emails to you. Worst service ever. Never ever going to book flight thru trip.com. Products used:Flight booking Service Value Shipping Returns Quality Date of experience: July 6, 2023Not only did i get the cheapest fare, i got service better than expected at this price point. Ticket was issued within 20 mins of booking on their site, and updates were prompt and timely. The information displayed was also accurate and no confusion. Products used:Air Travel Ticket Service Value Shipping Returns Quality Date of experience: October 21, 2023I must commend Kenzie of trip.com for rectifying what had been an extended, unpleasant experience as I had described in my original review. Thank you Kenzie and any other colleagues of yours who were involved in patiently communicating the circumstances of my booking experience with relevant individuals at Air Canada, and having them understand the basis for my refund request. Have a great day ahead! Products used:Air Canada airline ticket Service Value Returns Quality Date of experience: June 19, 2022I've been skeptical of 3rd party booking but picked Trip.com and It's never been so good! Thank you for your straight forward and organized service. Will continue to use your services for future travels. Products used:Airline booking Service Value Date of experience: May 29, 2023Overall a good app, gave me better hotel room rate than others including what direct booking with hotel can offer. They offer price match if we can find cheaper prices online. They could be even better if they have contents of more travel attractions. Products used:Hotels booking Service Value Quality Date of experience: May 27, 2023I made two bookings for in total 5 return tickets on trip.com and they swapped names and surnames for the 5 passengers. I contacted them to get it fixed asap and the customer service I received was very personal. I felt they did care about my problem and tried to help as much as they could. I tried to change it on the airline website and the changes were really expensive, however, they got it fixed for free. Thanks! Date of experience: October 11, 2022I got a great deal on my flight, but I had to cancel it due to personal reasons. The thing is the process to cancel my flight was super confusing and it took forever for me to do. The app is also difficult to navigate. Not to mention I couldn't even easily access my boarding pass… And all of this for no refund or voucher. The last part is most likely on me, but I still would never use this site or app due to how unorganized and user unfriendly they are. Service Value Quality Date of experience: October 13, 2023