I am disappointed with my experience…
I am disappointed with my experience regarding a booking made through Trip.com for The Song Premium Apartment – Anh Khoa Homestay in Vung Tau, Vietnam. On 20 July 2026, I booked a room through the Trip.com platform. My booking was accepted immediately, full payment was successfully processed, and I received a booking confirmation. Based on this confirmation, I reasonably believed that a binding accommodation booking had been established. However, only a few hours later, I received both an email and a message from the hotel asking me to cancel the reservation myself because the hotel was "not yet open for sales." I find this explanation unreasonable. If the hotel was not open for bookings, the rooms should not have been listed for sale on Trip.com in the first place. The hotel accepted my reservation, processed my payment, and confirmed the booking before asking me to cancel it myself instead of taking responsibility for the cancellation. This caused unnecessary inconvenience, wasted my time, and created uncertainty about my travel plans. It also exposed me to the risk of having to book alternative accommodation at a higher price. As a consumer, I expect that once a booking has been confirmed and payment has been accepted, the accommodation provider will either honor the reservation or take full responsibility for cancelling it. I hope Trip.com investigates this matter and ensures that accommodation providers accurately manage their room availability and honor confirmed bookings. Practices like this undermine consumer confidence and negatively affect the reputation of both the booking platform and the tourism industry. I have retained supporting evidence, including the booking confirmation, proof of payment, and the hotel's emails and messages requesting that I cancel the reservation.