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Trip.com is a rapidly growing international one-stop travel service provider, available in 24 languages across 39 countries and regions in 35 local currencies. Trip.com has an extensive hotel and flight network consisting of more than 1.7 million hotels in 220 countries and regions and over 2 million individual flight routes connecting more than 5,000 cities around the globe.
Trip.com's world-class 24/7 multilingual customer support, as well as additional centres in Edinburgh, Tokyo and Seoul, help to 'create the best travel experience' for its millions of customers worldwide.
Trip.com Reviews Summary
Trip.com has a rating of 4 stars from 4,665 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with Trip.com most frequently mention good experience, book flights and best prices. Trip.com ranks 6th among Hotels sites.
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I originally booked a two-night stay (11–13 September 2025) through the Luxury Escapes platform, which was smooth and confirmed immediately. A few days later, I needed to book an additional room for my son for the same dates. I found a better rate via Trip.com and proceeded with the booking.
Unfortunately, I mistakenly selected 11 November 2025 instead of 11 September 2025. I realized this error immediately upon receiving the confirmation and contacted Trip.com right away. Despite my prompt action, Trip.com informed me that the booking was non-modifiable under their rules.
Hoping for understanding, I called the hotel directly (+65-*******) to request assistance in correcting the dates. To my disappointment, I was told that because the booking was made via Trip.com, the hotel had no authority to help.
Trip.com went to great lengths to advocate on my behalf, even escalating the matter internally and relaying my request to the hotel. After 24 hours, I was informed that the hotel had rejected the request outright. Trip.com, despite being bound by policy, extended a gesture of goodwill by offering me a USD100 credit. In contrast, the hotel showed no flexibility whatsoever.
As a guest who has already committed to staying at the hotel, I find the hotel lacks of support and empathy extremely disappointing. A simple date adjustment — requested immediately after the booking error — should have been possible, particularly when both bookings involve the same guest and the same stay period. Instead, I am left with a paid room that will sit unused, and the additional burden of booking yet another room for the correct dates.
This experience has left me questioning the guest-first values that a hotel that managed under the Shangri-La Group, an international hospitality brand renowned for service excellence and guest care, I had expected a far higher level of flexibility and understanding. Instead, the response I received was rigid and unhelpful, which is inconsistent with the reputation that Shangri-La has built worldwide.
I just wanna take this platform to thank the customer service personnel named Maxwell Z. Maxwell had been so kind and thoughtful in rendering assistance to me. I had an issue with my hotel booking and the issue went back and forth for 2 days, involving more than 5 customer service support staff. Maxwell had been the best person I have ever encountered with Trip. He/she eventually solved my issue after so many hiccups along the way.
Hi Teddy T,
Thank you for taking the time to leave such a positive review. We truly appreciate you sharing your experience with our customer support. Please be aware that we are dedicated to consistently delivering exceptional customer experiences. Your feedback serves as a strong motivator for us to maintain our best practices and go above and beyond to exceed our customers' expectations. Again, thank you for choosing us, and we hope you have a wonderful day.
Best regards,
Jane
Trip.com
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I had booked a hotel at Sam's Town casino and there was an issue with information that I was told concerning a possible early check in. The front desk at casino was not trying to accommodate me however the trip.com agent was quick to reply and very willing to help.
Hi Jason G，
Thank you for rating us. We are really happy to hear that you find our app is easy to use. Your satisfaction is always our motivation to improve. We will continue to strive for improvement. Our user-friendly application will also help provide a range of options you can select from to plan your desired travel or vacation. Thank you for choosing us!
Best regards,
Mavic
Trip.com
Thank you once again to Trip.com for their support. I initially thought my complaint had been ignored, but their quick response and Howard duty manager's generous offer made me happy.
Hi Nilufar U,
Thank you so much for your wonderful feedback on our service! Your review is valued as it serves as a motivation to provide excellent customer service available in the market. Rest assured that we will continue improving our service and providing more user-friendly features, not only good deals. Again, thank you, and have a lovely day!
Regards,
Mavic
Trip.com
Alex'e teşekkürler sorunu en kısa sürede çözdü. Benim hatamdı ama güler yüzlü hizmet sundunuz. Herkese çok teşekkürler iyi ki varsınız bu uygulamayı kullanmaktan çok memnunum teşekkürler Alex
Merhaba Samet A,
Böylesine olumlu bir değerlendirme bırakmak ve müşteri destek deneyiminizi paylaşmak için ayırdığınız zamanı çok takdir ediyoruz. Emin olun, tüm müşterilerimize en iyi müşteri deneyimini sürekli olarak sunmaya kararlıyız. Değerli geri bildiriminiz, müşteri beklentilerini aşmak ve sürekli olarak iyileşmek için güçlü bir motivasyon kaynağıdır. Sizinle bir sonraki seyahatimizi sabırsızlıkla bekliyoruz. Bizi seçtiğiniz için teşekkür ederiz ve harika bir gün geçirmenizi dileriz.
Saygılarımızla,
Citron
Trip.com
During my stay in New Delhi, I experienced an extremely stressful situation when the hotel manager unexpectedly came into my room demanding a cash payment and insisting that I cancel my original trip booking. It was both intimidating and unprofessional, leaving me anxious and uncomfortable throughout my stay. Despite this distressing encounter, the matter was eventually escalated, and the trip.com higher management stepped in to resolve the issue. Thankfully, they acknowledged the problem, handled the refund, and ensured I was reimbursed. While I appreciate that the situation was ultimately corrected, the initial pressure and intrusion created a very negative experience that no traveler should have to endure.
Hi Anonymous A.,
Thank you so much for your wonderful feedback on our service! Your review is valued as it serves as a motivation to provide excellent customer service available in the market. Rest assured that we will continue improving our service and providing more user-friendly features, not only good deals. Again, thank you, and have a lovely day!
Regards,
Mavic
Trip.com
After booking my hotel**************) in Antalya, Turkey I've received additional instructions from the hotel(paying the electric bill separate) which was unusual and weird, tried to cancel my booking but hotel manager did not accept cancelation requests, I thought my vacation has been ruined even before it started. But Trip.com associates, specially Mr. Howard stepped in and took care of this problem, issuing full refund in trip coins so I could book any hotel in anywhere I wish restoring my travel spirit to its initial 100%. Thank You. For my future bookings I will only use Trip.com
Hi Kairat K，
Thank you for your positive feedback. We greatly appreciate your kind words and are delighted to hear that you are pleased with our service. At Trip.com, our primary goal is to ensure an outstanding customer service experience, and your feedback is highly valuable to us. We are excited about the opportunity to continue delivering excellent service to you in the future.
Best regards,
David
Trip.com
I had a very good experience with the customer service team. They handled my issue quickly and with great professionalism. After discussing with them, they provided me with a clear and fair solution that solved my problem completely. I really appreciate their patience, efficiency, and the way they value their customers. Excellent service and highly recommended!
Hi Hamza b.,
Thank you so much for your wonderful feedback on our service! Your review is valued as it serves as a motivation to provide excellent customer service available in the market. Rest assured that we will continue improving our service and providing more user-friendly features, not only good deals. Again, thank you, and have a lovely day!
Best regards,
Mavic
Trip.com
I ran into a problem needing to cancel a reservation due to illness it was denied a few times, these guys did not give up helping me till it was resolved. Everyone stayed helpful and friendly. Kudos to Anna
Hi Ann L.,
Thank you for taking the time to provide this lovely review. We truly appreciate hearing about your experience with our customer support.
Please be assured that we strive every day to deliver exceptional customer experiences. Your feedback serves as a source of motivation for us to continually improve and surpass our customers' expectations.
Thank you again for choosing us, and we sincerely hope you have a fantastic day.
Best regards,
Lucia
Trip.com
Hi fei T,
Thank you for taking the time to leave us this positive comment, and your feedback is much appreciated. We’re glad to know that you’re happy, and we are looking forward to your next journey with us!
Best regards,
Lyn
Trip.com
I'd like to sincerely thank the Trip.com customer service team for their outstanding support. Despite the initial challenges with my non-refundable booking, the team was patient, responsive, and genuinely willing to assist. They took the time to follow up, clarify the situation, and eventually helped me secure a refund — something I truly appreciate. Special thanks to the agents who handled my case with empathy and professionalism. It made a stressful situation much easier to manage, and I'll definitely continue using Trip.com for future travel.
Hi Kenneth W,
Thank you for taking the time to leave us this positive comment, and your feedback is much appreciated. We’re glad to know that you’re happy, and we are looking forward to your next journey with us!
Best regards,
Lyn
Trip.com
My hotel booking got cancelled at the last moment. I felt frustrated and unable to find an alternative hotel. Mr. David not only suggested me alternative hotels but also tried his best to compensate me for the cancellation. Really appreciated. The way he consoles was awesome. He understood my problem fully and assured me his best. Regained my trust in Trip.com.
Hi Shahzad A，
Thank you for your positive feedback. We greatly appreciate your kind words and are delighted to hear that you are pleased with our service. At Trip.com, our primary goal is to ensure an outstanding customer service experience, and your feedback is highly valuable to us. We are excited about the opportunity to continue delivering excellent service to you in the future.
Best regards,
David
Trip.com
As a business man who travels a lot, I have used so many booking platforms. By far you are the best. Thank you so much
Hi Majed A.,
Thank you for taking the time to leave such a positive review. We truly appreciate you sharing your experience with our customer support. Please be aware that we are dedicated to consistently delivering exceptional customer experiences. Your feedback serves as a strong motivator for us to maintain our best practices and go above and beyond to exceed our customers' expectations. Again, thank you for choosing us, and we hope you have a wonderful day.
Best regards,
Jackie
Trip.com
Mr. Howard is a magician and helped me with an impossible task to deal with a non refundable hotel deal due to canceling my whole trip. I am deeply grateful and the company he is working with is so so so lucky to have him.
Miranda and David were the BEST help!
There was a discrepancy in prices. These agents worked with us to the BEST of their ability and had everything sorted for my family's trip. We are very satisfied with the service - from beginning to resolution. Thank you so much Miranda and David! We appreciate you both.
Hi Jillian K,
Thank you for taking the time to leave such a positive review. We truly appreciate you sharing your experience with our customer support. Please be aware that we are dedicated to consistently delivering exceptional customer experiences. Your feedback serves as a strong motivator for us to maintain our best practices and go above and beyond to exceed our customers' expectations. Again, thank you for choosing us, and we hope you have a wonderful day.
Best regards,
Jane
Trip.com
Taha and fellow agents have all been extremely helpful, understanding and compassionate in assisting with the resolution of the case. Taha and team have provided exceptional customer support and puts their customers first. Will definitely continue to use the Trip.com platform given their excellent customer service, flexibility and willingness to help. Very positive experience!
Hi Ange B,
Thank you for taking the time to leave such a positive review. We truly appreciate you sharing your experience with our customer support. Please be aware that we are dedicated to consistently delivering exceptional customer experiences. Your feedback serves as a strong motivator for us to maintain our best practices and go above and beyond to exceed our customers' expectations. Again, thank you for choosing us, and we hope you have a wonderful day.
Best regards,
Jane
Trip.com
I booked 4 tickets from Manila to Tokyo through Trip.com, but we were denied boarding due to airline concerns. Cebu Pacific refused to provide any compensation despite their own terms and conditions, and Trip.com did almost nothing to assist or advocate on our behalf. This experience was extremely frustrating and disappointing. Both the airline and the agency failed to take responsibility or provide support when it mattered most. I would strongly recommend avoiding Trip.com at all costs.
Hello Sami J,
Thank you for taking the time to leave us this review. We are sincerely sorry for this unpleasant experience that occurred. We'd love to investigate your concern about price. Please follow the below steps for further assistance.
1.Provide us with your detailed concern, booking number, passenger/guest name, and reserved email during the booking at [email protected] so that we can look into it further. Thank you.
2. Please include a specific indicator on your email subject line: {sitejabber}
Thank you for your cooperation and understanding. We are waiting for the next time cooperation.
Best regards,
Citron
Trip.com
I'm impress with fast support services with also a chat history for each case. There are some misinformation from agent (also from the hotel) which lead to an incident. But they follow up and have a great responsibility for customer in the end, so I would say that they are the best support out there.
Hi Jirat A.,
Thank you for your positive feedback. We greatly appreciate your kind words and are delighted to hear that you are pleased with our service. At Trip.com, our primary goal is to ensure an outstanding customer service experience, and your feedback is highly valuable to us. We are excited about the opportunity to continue delivering excellent service to you in the future.
Best regards,
Frederic
Trip.com
I just wanted to say a big thank you to Alex for her kind help with my hotel booking. Although my reservation wasn't supposed to be changeable or refundable, she went above and beyond to negotiate with the hotel and managed to secure a new date for me. I'm really grateful for her patience, effort, and genuine care—it turned a stressful situation into a positive experience. Truly excellent customer service!
Hi Celine C.,
Thank you for your positive feedback. We greatly appreciate your kind words and are delighted to hear that you are pleased with our service. At Trip.com, our primary goal is to ensure an outstanding customer service experience, and your feedback is highly valuable to us. We are excited about the opportunity to continue delivering excellent service to you in the future.
Best regards,
Frederic
Trip.com
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- SmartCustomer’s sole mission is to increase online transparency for buyers and businesses
- SmartCustomer has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Hi Kim Loong K,
Thank you for taking the time to leave such a positive review. We truly appreciate you sharing your experience with our customer support. Please be aware that we are dedicated to consistently delivering exceptional customer experiences. Your feedback serves as a strong motivator for us to maintain our best practices and go above and beyond to exceed our customers' expectations. Again, thank you for choosing us, and we hope you have a wonderful day.
Best regards,
Jane
Trip.com