I booked an international hotel through Trip.com, and the platform clearly stated 'children welcome' without any indication that children needed separate rooms or any additional restrictions on the number of guests. My party consisted of 2 adults and 2 children (including one 8-year-old), and I completed the booking and paid the basic room rate based on the information provided on the platform.
Upon arrival, the hotel insisted that 'children cannot share a room' and forced me to book an additional room, which directly doubled the total room cost, incurring an extra charge of 716 Euros. I suggested upgrading to a triple room as a reasonable solution, as it was only one additional 8-year-old and would not affect the hotel's normal operations or safety regulations. However, the hotel staff was extremely rude, curtly refusing with 'not ok for me' without any reasonable explanation. They then forcibly demanded payment for the extra room and refused to allow cancellation or refund, denying me my normal rights to modify or cancel.
At the same time, I immediately contacted Trip.com customer service for assistance. The first agent explicitly promised that Trip.com would cover the additional 716 Euros. Based on my trust in Trip.com, I was forced to pay the full room rate to check in. However, after the payment was settled, Trip.com immediately went back on their word, denying their previous promise and refusing to cover any additional costs, which constitutes a serious breach of contract and dishonesty.
Subsequently, I continued to communicate with Trip.com for three days, only asking them to cover the full additional room cost of 716 Euros as reasonable compensation. However, I encountered severe delays: the supervisor in charge scheduled the complaint resolution for February 28th, ignoring my reasonable requests, with no proactive follow-up or effective solutions throughout the process, completely disregarding consumer rights and travel experience.
During my three-day stay, I also discovered that the hotel's service was severely inconsistent with its star rating: it was advertised as a four-star hotel, but the actual hygiene and service were worse than a basic guesthouse. Using 'sustainability' as an excuse, drinking water and amenities in the guest rooms were rarely replenished, and costs were cut wherever possible, which severely misrepresented the hotel information and service standards displayed on the Trip.com platform.
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