Trivago review: Terrible customer service

The advertised room we booked through Trivago appeared to be overall well kept; unfortunately, after checking in, there were several issues my family and I discovered - trash in hallways, holes in walls, stains in carpets, large gaps in the front door… very different from what we booked. In addition, there were extra, hidden resort fees, plus parking fees that added an additional $200-300 that Trivago failed to mention. At this point we were not feeling comfortable with our stay and requested to leave and be refunded. Each time I’ve called customer service to get a refund, I’m told that management will reach out within the next 15-30 min… it’s now been nearly 2 weeks of calling then without any clear response or follow-up and no refund. Do yourself a favor and stay clear of this company - it will cost you more in the long run!