What is the difference between trivago and a booking site?
trivago is a metasearch engine that compares accommodation prices and offers provided to us by many different booking sites globally, including online travel agencies (OTAs), accommodation chains and independent hotels. This means that while users decide on trivago which hotel best suits their needs, the booking process itself is completed through the booking sites, which are linked to our website. You can find out more about how our site works here.
Meanwhile, a booking site or Online Travel Agency (OTA) is a web-based marketplace that allows consumers to research and book travel products and services, including hotels, flights, cars, cruises, activities and more, directly with travel suppliers.
The hotel or booking site is mentioning a ‘Room Supplier’ - who or what is this?!
In order to facilitate customer booking requests, some booking sites will work with room suppliers. Room Suppliers are companies that purchase rooms from accommodation providers in bulk and, in turn, sell them on to booking sites, travel agents or tour operators. They sell directly to other businesses and do not have any direct dealings with consumers - this part is left to the booking sites!
It can sometimes happen that the reservation details will initially be recorded in the hotel’s booking management system under the supplier’s name and the guest’s personal details will not be released until closer to the arrival date. For any questions regarding the status of your reservation, it’s always best to contact the booking site you booked with directly.
Other frequently asked questions…
What is trivago?
What is trivago Book & Go?
With trivago Book & Go we provide services throughout the booking process by enabling you to select a room and facilitate the reservation between you and selected booking sites and accommodation providers. With trivago Book & Go we promote offers for accommodation in cooperation with selected partners who operate online booking sites. We believe that through our trusted brand and the services of trivago Book & Go, we can learn and give you a better and more consistent overview of all the information you need when considering booking a deal.
We collect a fixed percentage fee from those selected partners for any bookings that you ultimately make. Please note that we are not a party to any booking agreement between you and our selected partners who operate the online booking sites. We do not collect any payments from you for your stay. Any hotel product or service booked, and after-booking support is provided by one of our selected partners. We always aim to clearly inform you about who our selected partner is, before clicking on “Confirm booking” on the checkout page.
How does trivago determine the ‘our recommendations’ sort?
The "our recommendations" sort feature is based on a dynamic algorithm that shows you a range of attractive and relevant offers we think you’re going to love.
Our algorithm takes into account your search criteria (for example your location and stay dates), the offer’s price and the fee paid by the booking site to us when a user clicks on their specific deal, among other factors. In order to supply this free comparison, booking sites pay us a fee when a user clicks on their specific deal. The “top position” offers are marked green and are the cheapest available for that accommodation from the booking sites that have met our minimum fee requirements. Cheaper offers may on occasion be available under "More deals" as we request updated offers from online booking sites when you click that button. We do not display any offers (including cheaper offers) that do not meet our minimum fee requirements.
To the left of the "top position" offer and/or under the "more deals from" tab, we display additional offers to allow you to compare other deals for the same accommodation.
Ultimately, our mission is to give you the information and tools to help you find your ideal accommodation.
What factors do trivago’s alternative sort filters take into account?
You can use alternative sort filters to help you explore the different accommodation offers on our site. You can sort your results thanks to the drop-down menu on our search results page which, in addition to ‘our recommendations’ sort, allows you to sort, according to additional or different factors, by: ‘rating & recommended’, ‘price & recommended’ and ‘distance & recommended’. These options combine ‘our recommendations’ sort (which is described above) with a focus on either ratings, price or location; it’s up to you!
If you have a preference for accommodations with strong positive ratings (over location or price) the ‘rating & recommended’ sort will boost the importance of ratings in your search results. If you’re all about location, location, location, you can boost the location factor in our algorithm by choosing the ‘distance & recommended’ option. Keep in mind though that the distance filter default is from the city centre. If you want to change this to a different point of interest, such as a top attraction, you can use the additional filter option under “Location” of our site to select your preference. Did someone say Eiffel Tower?
Alternatively, you can rank accommodation offers according to only rating, price or location. This removes the ‘our recommendation’ sort algorithm from the ranking process, except for offers which are the same based on your chosen setting, i.e. which have the same rating, price or location. In these cases we use ‘our recommendations’ sort to determine the order of these accommodations.
You can also apply other filter options to your search, such as ‘WiFi’, ‘spa’, or even ‘pet friendly’ if you fancy bringing pooch along on the holiday too. These options are found under the “More filters” tab.
Why is it possible that there may be a different price on the booking site than on trivago?
We are a metasearch engine that compares accommodation offers, not a booking site. When you click on an accommodation offer, we transfer you to the booking site that is offering you the deal you have chosen.
trivago works with many different websites, and the rates and availability they provide us with change constantly. trivago frequently updates its site to try to ensure that the information you see on our site is correct. On occasion though, you may not find the exact same offer you clicked on when you land on the booking site. This can be for a number of reasons. Perhaps the booking site gave us inaccurate information, or maybe they have sold out of the rates they offered us – everyone loves a good deal!
Please contact us if you see such discrepancies, so we can deal with the issue ASAP.
We take protecting your personal information very seriously! For details concerning how we use and protect your personal information, please see here.
Still have questions? Reach out.
How does trivago determine its guest ratings?
We scan many available guest review and rating sources across the web on a daily basis. We aggregate these reviews and ratings, and convert them using our Rating Index® that ranges from 0 to 10 (10 is the highest possible rating). You can find more details in relation to accommodation-specific ratings by clicking on the accommodation’s guest rating score.
For further information relating to our rating system, please see here.
- More about trivago as a company
Our complaints handling procedures
If you have an issue and require assistance, we recommend checking out our FAQs. Here, you should hopefully be able to find the answer to your question.
Alternatively, if you would like to submit a complaint or require additional assistance, click on the contact form link. On the contact form, select the issue/request that best suits your needs, fill out all necessary information fields, then click "Submit". We will then revert to you shortly.
How to contact trivago user support: email or phone-call?
If you are experiencing any issues with our platform, have a suggestion for a new feature, or would like to share you thoughts on anything else related to trivago, please click here to get in touch.
Your feedback helps us continuously improve our product and create the best possible experience for you.
While we don't have a direct phone number, you should be able to find the answer to your problem in one of our articles, here are some of the most frequently asked:
- Coronavirus (COVID-19) travel advice
- How can I cancel or make changes to my booking?
- Where is my booking confirmation?
- What is trivago?
As a metasearch, trivago is not directly involved in the booking or payment process, so if your question relates to these topics, please reach out to the booking site directly.
Contacting the booking site
If you need to get in touch with the booking site you used, most contact information can be found at the bottom of your booking confirmation. Alternatively, booking sites have a contact page, where you will likely find all contact details including direct phone numbers to the booking site’s support centre.
Can't remember who you booked with? You can find the travel provider's name on your confirmation email. If you can’t find your booking confirmation, click here for tips.
You can use our handy search form below to find their contact page.