1. Best Price Guarantee: Terms & Conditions
- If you find the same deal at your chosen hotel or other qualifying accommodation for a future period (i.e. no same day booking) at a lower, publicly available standard price on another online or mobile booking site, we will beat that price by 1.00 GBP and refund you the price difference (subject to our terms ).
- You will need to contact us within 24 hours of your trivago facilitated booking. We will aim to confirm that you are eligible for a refund within 7 working days of your claim being made and will refund you after your trip.
Please note that we can only extend this guarantee to our registered users, so please sign up and log in to trivago before searching for your accommodation (Terms & Conditions apply).
To qualify for the refund, your claim must meet the following conditions:
Your booking through us – check the following boxes for your original booking through trivago:
- You are a registered trivago user and have found the offer of one of our partners on our UK website (trivago.co.uk) or UK app while being signed-in;
- You have chosen the lowest price offer shown on trivago before you made your trivago facilitated booking with one of our partners;
- You have completed the booking for a stand-alone hotel, bed & breakfast, guesthouse, motel, hostel, resort, pousada, ryokan, or entire house/apartment (each a “qualifying lodging”) with one of our partners after clickthrough from our UK website (trivago.co.uk) or UK app to their site (the “trivago facilitated booking”);
- You have not changed or cancelled the trivago facilitated booking after leaving our UK website (trivago.co.uk) or UK app; and
- We will issue any refund, once we have received from you a confirmation of travel (from the qualifying lodging you are staying in) to make sure the trip has not been cancelled or otherwise abandoned – this means you will receive your refund after your trip.
‘Apples to Apples’ Comparison – check the following boxes for the competing offer:
- You have selected the same qualifying lodging, arrival and departure dates, room type, catering (e.g. with/without breakfast) and number / age of guests on another online or mobile booking site (the “competing offer”);
- The same booking, payment and cancellation policies apply to the competing offer;
- The price for the competing offer is quoted in the same currency, i.e. GBP and without reference to currency converters;
- The price for the competing offer includes the same fees and taxes;
- The competing offer is not a ‘blind’ booking, i.e. where you only find out which property you’re staying at after you’ve completed the booking;
- The competing offer is not obtained via auction or a similar process;
- The price of the competing offer is not based on a discount, coupon, voucher or promotion;
- The competing offer does not come from an online or mobile booking site where you call to get the rate or from an e-mail that you received which promotes a rate which is not also
- shown publicly on the relevant booking site; and
- You have found the competing offer on another online or mobile booking site and submitted your claim (with the relevant supporting evidence) to us within 24 hours of your trivago facilitated booking.
The Best Price Guarantee does not apply, and we are not able to offer you the refund if:
- The competing offer is not available to the general public (e.g. member’s rate under loyalty, reward, incentive or bonus programs; special deal for selected group of people (e.g. veterans, nurses); special rate as part of a package travel (e.g. air fare plus hotel); corporate discounts or rates; group, charter, meeting, convention, consolidator, or interline prices);
- The trivago facilitated booking is made on a certain day for the same day (i.e. on the day the stay at the accommodation starts);
- You have not chosen the cheapest offer available on our UK website (trivago.co.uk) or UK app when making the trivago facilitated booking;
- Your trivago facilitated booking with our partner is cancelled or you otherwise abandon the trip;
- Our user support team is unable to verify your claim based on your screenshots or other purported evidence of a lower publicly available price using reasonable means;
- We reasonably believe that your claim is the result of a display or other technical error or is made fraudulently or in bad faith;
- The price difference is the result of an obvious price error, a so-called "error fare" (e.g., price of GPB 10 per night for a five-star hotel); or
- The price differences result from exchange rate differences on foreign online or mobile booking sites.
Other conditions:
The terms that are in effect at the time of your request for refund will determine your eligibility under the Best Price Guarantee. Our failure to enforce any provision of these terms and conditions shall not constitute a waiver of that provision. Subject to the above, to the fullest extent permitted by law, we reserve the right, in our sole discretion, to modify or discontinue the Best Price Guarantee or to restrict its availability to any person, at any time, for any or no reason, and without prior notice or liability to you.
The Best Price Guarantee applies only to the cost of the booked qualifying lodging excluding any taxes and fees collected from you at the time of the trivago facilitated booking. The Best Price Guarantee does also not apply to any taxes or fees collected from you by any third party, such as those taxes and fees a hotel or other qualifying lodging may collect directly from you when you stay at the qualifying lodging.
2. Best Price Guarantee: Notifying Us of a Claim
To claim a refund as a registered user of trivago, you should contact us within 24 hours of your trivago facilitated booking with the following documents (using our request form):
- A screenshot of our UK website (trivago.co.uk) or UK app showing the trivago facilitated booking (prices, room type, services and time of taking the screenshot must be comprehensible to us);
- A screenshot of your trivago facilitated booking confirmation with our partner (prices, room type, services and time of taking the screenshot must be comprehensible to us);
- Link to website showing the competing offer; and
- Screenshot of website showing the competing offer (prices, room type, services and time of taking the screenshot must be comprehensible to us).
Before we can issue any refund, we will also need a confirmation of stay (from the qualifying lodging you stayed at) (e.g. an invoice from the hotel) to make sure the trivago facilitated booking has not been cancelled or changed before your trip or you did not abandon the trip – this you should send separately after your travel has taken place.
3. Best Price Guarantee: Verification and Refund Process
All refund claims are subject to verification by us. We will aim to confirm by email whether you are eligible for a refund within 7 working days of your claim. Unless you had already provided it to us, our confirmation will be subject to receipt of the confirmation of stay (from the qualifying lodging you are staying at).
Please be reminded that we will not accept screenshots or other purported evidence of a lower price that cannot be independently confirmed by our user support team. We will also not accept any refund claim that we reasonably believe is the result of a printing or other error or is made fraudulently or in bad faith.
Upon completion of the verification and after receipt of the confirmation of stay (from the qualifying lodging you are staying at), we will honor the lower price for verified requests by transferring to your confirmed bank account a GBP amount equivalent to the difference between the price of the trivago facilitated booking and the lower price for the competing offer (each net of any taxes or fees collected from you by any third party) plus 1.00 GBP. Your bank can take up to 30 days to process your refund.