On March 30, 2025, I checked into Room 279 at Riverside Garden Hotel in Girne, a booking I made through Trivago. Upon entering the room, I immediately discovered that the television was not working at all. I contacted the hotel staff, and their technical service confirmed that the entire TV system in the room was defective.
I then requested a room change from the front desk, as I expected to receive the full amenities promised in my reservation. However, my request was flat-out denied with no reasonable explanation. I was not offered any alternative, compensation, or even an apology for the inconvenience.
This is a clear case of incomplete service delivery, and I’m filing this complaint because I did not receive what I paid for. Trivago, as a platform that facilitates bookings, also holds responsibility for quality assurance.
I’m asking for an official response from Trivago and Riverside Garden Hotel, and I expect compensation for the missing service. I urge both the platform and the property to take their customer service commitments seriously and make this right immediately.
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