---
source_url: "https://www.trip.com/pages/customer-service/?curr=PLN&locale=en-XX&utm_source=openai"
title: "Customer Service Guarantee | Trip.com"
mirrored_at: 2026-08-30T01:02:36.654Z
host: www.trip.com
cited_in_42a: true
mirror_canonical: "https://index.42a.ai/www.trip.com/pages/customer-service/index__q__curr_PLN__locale_en-XX__utm_source_openai"
---

> **Original source:** https://www.trip.com/pages/customer-service/?curr=PLN&locale=en-XX&utm_source=openai

If your booking is changed after it is confirmed, Trip.com will do its best to coordinate your stay.

Part 1: Trip.com works with hotels to solve issue

Trip.com will immediately notify you if, after a stay booking has been confirmed but before you arrive at the property, the property can no longer arrange check-in. Trip.com will also work with the property to try to arrange a room of the same or higher standard as the original booked room. Trip.com will compensate any difference in cost up to the price of the first night's room fee for the original booking.

If no room type in the original property can be arranged, Trip.com will help arrange a stay at a nearby property of the same standard. Trip.com will pay any incurred price differences up to a maximum of the room rate for the first night of the original booking.

Part 2: Trip.com pays compensation

Once your claim has been verified, Trip.com will contact you within one working day after you check out to process your compensation. Please keep hold of the invoice and any payment receipts for your stay.

If there is no room when you arrive at the property, Trip.com will do its best to coordinate your stay.

Part 1: User contacts Trip.com

If your booking has already been confirmed by Trip.com, but there are no rooms available at the hotel when you arrive, please contact Trip.com immediately.

Part 2: Trip.com works with hotel to solve issue

Trip.com will immediately contact the property to negotiate a room of the same standard or above for the user. Trip.com will pay any difference in price up to the room rate for the first night of the original booking.

If no room type in the original property can be arranged, Trip.com will help arrange a stay at a nearby property of the same standard. Trip.com will pay any incurred price differences up to a maximum of the room rate for the first night of the original booking.

Part 3: Trip.com pays compensation

Once your claim has been verified, Trip.com will contact you within one working day after you check out to process your compensation. Please keep hold of the invoice and any payment receipts for your stay.

Room Guarantee Terms & Conditions

1\. If no rooms are available after you arrive at the hotel, please contact Trip.com immediately. If you cannot contact Trip.com and proceed to stay in another hotel, this will be seen as forfeiting your right to the Room Guarantee.

2\. The Room Guarantee cannot be used in the following scenarios:

a. You do not arrive at the hotel by the arranged time.

b. You changed booking information, such as room type or check-in/out dates, without getting confirmation from Trip.com.

c. Trip.com or the hotel you originally booked has upgraded you to a room of the same standard or higher at no extra charge.

d. After your booking is updated and a room is available, you do not check in for the updated booking or you are unable to provide authentic and valid proof of check-in, or the guest names, dates, or city on the proof you provide do not match the original booking.

e. You cannot check in for your booking due to a force majeure, such as a fire, natural disaster, or government policy.

f. Your booking has not been confirmed by Trip.com by the time you arrive at the hotel. (Please refer to emails from Trip.com to confirm whether your booking was successful).

g. Your booking is a prepaid booking and you have not completed payment.

h. Bookings with transaction security issues: (Trip.com will judge each case based on fair principles and transaction security)

• The following types of booking are not eligible for the Room Guarantee: bookings involving system or network attacks, fake bookings, and resale bookings.

• The supplier reserves the right to require the user to provide a guarantee amount for bookings when there are issues or abnormalities with the user information, user account, or number of transactions. If the guarantee amount cannot be provided, Trip.com reserves the right to cancel the user's booking on behalf of the supplier.