trivago primarily functions as a hotel metasearch and price-comparison platform. In most cases, it does not take payment, issue tickets, or hold the reservation itself; instead, it displays offers from hotels and third-party booking websites and then redirects the traveler to the selected booking partner to complete the purchase. Because of this structure, refund eligibility, cancellation windows, and change fees are usually determined by the booking provider and the property’s rate rules, not by trivago. The most reliable starting point is the booking confirmation email from the company that processed payment, since it typically lists the cancellation deadline, whether the rate is refundable, and the contact channel for changes.
For bookings completed on a third-party booking site (for example, an online travel agency or a hotel’s own website), cancellations and refunds should be requested directly from that booking site. If a traveler needs to change dates, correct guest details, request a refund, or dispute a charge, the booking provider is generally the party that can access the reservation record and authorize any refund or credit. If the confirmation email cannot be found, checking spam and searching the inbox for the booking provider name, property name, or reservation number can help. When contacting support, having the reservation number, check-in date, property name, and the email address used at checkout typically speeds up verification.
If a booking was made on a trivago-operated booking flow such as trivago DEALS (where payment is taken on that platform), management is typically handled through the associated account area (often labeled “My Trips”) and the dedicated customer support channel for that booking. Refund outcomes in these cases still depend on the rate conditions selected at purchase (refundable vs. non-refundable), the cancellation timing relative to the property’s deadline, and any no-show or early-departure rules. When a refund is approved, processing time can vary by payment method and bank. If a traveler believes a charge is incorrect, the first step is usually to contact the booking provider to request an itemized explanation; if unresolved, a card issuer dispute may be an option, especially when services were not provided as described. For urgent travel-day issues (for example, the property cannot locate the reservation), contacting the booking provider immediately and also calling the property directly is typically the fastest path to confirmation and resolution.
