Menu
Login
On August 21, I booked a stay at the Manhattan Hotel Harbin, China, which was listed on the Trip.com website with diamond 4 facilities and a view of the city of Sovhia Cruch. We booked 2 standard premium rooms for the stay from August 22, 2025 to August 27, 2025, with the booking number provided by Trip.com being 1367834668987452. Then, on August 22, we checked in at the hotel, but the room we were given was not like the picture of the room we had booked. We complained and wanted a room like the one listed on Trip.com, but the hotel staff told us that if we wanted that kind of room, we would have to pay an additional 70 RMB per room per night. We paid a total of 700 RMB in cash to the hotel. However, that night the air conditioning in our room was at 35 degrees, and we tried to confirm with the hotel staff but they did not provide the best solution, and in the end we... im so dissapointed...
We tried to confirm with the hotel but they did not provide the best solution and eventually we opened the window so that it wouldn't feel stuffy. We tried to contact customer care on trip.com and explained what we experienced. Until the next day, trip.com informed us that they would move us to a better room. We accepted the room transfer, but our vacation time was reduced because we had to move so many belongings. After we settled into the new room, trip.com sent us an email stating that the hotel never asked for extra money, and the money they requested was for the room upgrade that we had asked for. However, the picture displayed on trip.com's hotel booking website was the picture of the room we occupied after we made an additional payment. This has greatly disadvantaged us as customers, which led me to complain to trip.com, and they refunded our money in the form of coins.
It didn't stop there, on the second day the air conditioning in our room broke down at night, we complained again to the hotel management. The hotel only provided us with a fan and instructed us to open the window, it is very disappointing that a hotel rated 4 plus diamonds as stated on the trip.com website provided such facilities. We could not rest and were very disturbed by the treatment from this hotel, because there were small children in our room, they ended up sleeping on the floor and crying because of the stuffiness and heat. In the morning we tried to contact trip.com customer care to explain our situation again, but by the afternoon of August 24, trip.com only suggested that we discuss directly with the Manhattan hotel. We then met with Mrs. Z**ng as a representative of the Manhattan hotel.When we tried to discuss what we were experiencing, he said to us, 'If you are not comfortable with our facilities, you can leave the hotel today.' It was very disappointing. That night, on August 24, 2025, I packed my suitcase and my belongings without assistance and the hotel's helper for check-out. Eventually, we booked another hotel ourselves, instead of getting a hotel change facility from trip.com, we used our own money to book it. The trip.com team only stated that they would refund the money on August 25 and 27, 2025, and gave us coins worth 7543.
We have been greatly harmed as the best customers of trip.com. We always book accommodations for our trips through trip.com, but they do not provide the best service. We tried to speak with their superior to quickly get a solution from trip.com, but they did not provide any statement. As one of the leading online travel agencies in the world according to www.bertravelmedia.com, trip.com is very disappointing for me as a customer.
