trivago: Compare hotel prices

User Experience Report

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This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

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A weekly roundup of trivago: Compare hotel prices's key feedback

Booking Issues

Many users report problems with bookings not being confirmed or being canceled without notice, leading to significant inconvenience and financial loss. Approximately 15% of users seem to be affected by this issue.

I booked a hotel through Trivago, but upon arrival, the reservation was canceled, and I had to find another hotel at double the price.

Price Discrepancies

Users frequently encounter discrepancies between the prices shown on Trivago and the final prices on booking sites, causing frustration and mistrust. This issue affects about 20% of users.

Trivago showed a price of $165/night, but when I went to book, the price was actually $108/night directly on the hotel's site.

Customer Service Challenges

A significant number of users express dissatisfaction with Trivago's customer service, citing unresponsiveness and lack of resolution for issues. Around 10% of users have mentioned this problem.

I tried contacting Trivago's customer service multiple times about a booking issue, but received no helpful response.

App Navigation Problems

Some users find the app difficult to navigate, with issues like filters not working properly and difficulty returning to previous searches. This affects approximately 8% of users.

After viewing a hotel, it was hard to get back to where I started, and I had to log back into the website.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Booking.com

Booking.com receives mixed feedback, with many users praising its ease of use, comprehensive information, and competitive prices. However, some users report issues with customer service and booking errors, leading to frustration and dissatisfaction.

#2 RUNNER UP

trivago: Compare hotel prices

Trivago receives a mix of positive and negative feedback. Users appreciate its ease of use, ability to compare prices, and the deals it offers. However, some users criticize it for inaccurate price comparisons and technical issues, leading to a less reliable experience.

#3 Straggler

Expedia

Expedia is appreciated for its convenience and comprehensive travel options, but it faces criticism for poor customer service and issues with booking and refunds. Users often find it difficult to resolve problems, leading to frustration and a lack of trust.

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Nuggets

Major Highlights of the Week

Booking Errors

Users experience booking errors where reservations are either canceled or not confirmed, leading to significant inconvenience and financial loss. This issue undermines trust in the app's reliability for secure bookings.

I booked a hotel through Trivago, but upon arrival, the reservation was canceled, and I had to find another hotel at double the price.

Price Discrepancies

There are frequent complaints about price discrepancies between what is shown on Trivago and the final booking price on partner sites. This inconsistency frustrates users and diminishes the app's credibility as a price comparison tool.

Trivago showed a room for $165/night, but the hotel's website had it for $108/night.

Customer Service Issues

Users report poor customer service experiences, including unresponsive support and unresolved issues, which exacerbate booking problems. This lack of effective support damages user satisfaction and retention.

I tried to resolve a booking issue with Trivago's customer service, but they were unhelpful and unresponsive.

Misleading Advertisements

Trivago's advertisements are perceived as misleading, with users finding better deals elsewhere despite claims of the lowest prices. This perception of false advertising harms the brand's reputation.

Trivago claims to offer the best rates, but I found cheaper options on Google Maps.

App Navigation Problems

Users encounter difficulties with app navigation, including issues with filters and sorting, which hinder the booking process. These usability problems lead to frustration and potential abandonment of the app.

Filters randomly change, and sorting is impossible, making the app frustrating to use.

Language and Localization

The app sometimes defaults to incorrect languages or locations, causing confusion and limiting usability for non-native speakers. This issue affects the app's accessibility and user experience.

The app displayed everything in Portuguese, and I couldn't change it to English.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Booking Errors

Price Discrepancies

Customer Service Issues

Misleading Advertisements

Trivago's advertisements are perceived as misleading, with users finding better deals elsewhere despite claims of the lowest prices. This perception of false advertising harms the brand's reputation.

App Navigation Problems

Language and Localization

The app sometimes defaults to incorrect languages or locations, causing confusion and limiting usability for non-native speakers. This issue affects the app's accessibility and user experience.

Quotes of the week

Hear from some of the most impactful users to drive changes

I booked a hotel months ago for a stay in August and never received a confirmation but they sure took that payment from my account. Reached out to the hotel and of course they do not have my reservation. Then I reach out to customer service through trivago and NEVER heard back from them. Absolute scam.

emjayvee93

Ad clearly stated Las Vegas strip view room but once purchase was complete I received a standard, non-strip view room. Spent time trying to get them to correct it but they refused and wanted to charge more. Be careful of the bait and switch tactics.

Shepherd9474

Prices change on every step of the booking process it seems. Does not always show the lowest price, either.

Baron Von Beans

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The quotes of the week

Hear from some of the most impactful users to drive changes

Candice Wu

App Store

Kelly Williams

Google Play

Prices change on every step of the booking process it seems. Does not always show the lowest price, either.

Koray Okumus

Google Play

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User Experience Report

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trivago: Compare hotel prices

Top Insights This Week

Booking Issues

Price Discrepancies

Customer Service Challenges

App Navigation Problems

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Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts