Fails to protect customers from severe hotel hygiene breaches
Booked a flight and hotel bundle to Bangkok. The property (Palette Hi Hotel Bangkok) had live cockroaches in the room, creating an unacceptable health and hygiene breach. I had to check out early after staying only one night. I reported the issue immediately and submitted photographic evidence of the pests to Trip.com customer care. Despite confirming receipt of the photos and acknowledging the hygiene violation, Trip.com refused to refund the 3 unused nights, stating that the hotel claimed it was a "non-refundable" booking. Instead of upholding basic accommodation standards, customer service offered an insulting 2,000 Trip Coins (~US$20) as "goodwill" for hundreds of dollars in unrendered hotel lodging. Their service guarantee offers zero protection when a partner property fails basic sanitation.