Rojanee
October 22, 2025
With Trip.com, I booked and paid in advance two 27sq.m.rooms for 4 nights but I got 16 sq.m. rooms instead. After long discussion with difficulty with the hotel front manager (who could not understand English), and calls with Trip com, they told me this was caused by wrong room size information (27 instead of 16 Sq.m.) and wrong room picture shown on Trip.com platform. The hotel gave my group one free breakfast to compensate for the problem, and Trip.com gave me Trip coins (approximately equivalent to 17% of the total of two room cost I paid), but all of these could not make my family and myself get over it. The 16 Sq.m. was too small from our expectation and we would have chosen some other hotel if we had known the room was such small (I do understand most hotel rooms are generally small in Japan, but I am willing to pay a bit more to make our 4 nights more pleasant.)
When I was back home, I called Trip.com again because I really wanted to understand how and why this had happened. Trip.com call center staff explained to me that this particular hotel was sold on Trip.com by 3rd party (so called "provided by partner" on Trip.com platform) and it was their fault that they let wrong information and wrong picture being there in misleading customer.
I told the staff that Trip com must penalize and reprimand that 3rd party (partner) because it appears this was done by intention to cheat customer. On that day (7 days after my check-in and problem found), I found that the room size 27 Sq.m. was no longer shown there but wrong picture (big room picture) was still there on Trip.com page. This is not acceptable.
