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Booked a hotel online last week on Ctrip. Found out that we had mixed up the check in dates by mistake. There was alot of going back and forth between us, Ctrip and the Hotel that we were booking - Regal Airport Hotel Hong Kong. This is my first time dealing with Ctrip, and safe to say will be my last time dealing with Ctrip and Regal Aiport Hotel. Ctrip's customer service is bad, they do not seek alternative but instead insist that nothing can be done and request that we reach out to Regal Airport Hotel. Regal Airport Hotel insisted that we can only change our booking via Ctrip. I have dealt with Agoda and Expedia prior and have never experienced such bad and unhelpful customer service. PLEASE NEVER BOOK VIA CTRIP. (Spoke to Michelle and Ziki from Ctrip via the phone, and Win and Karen from Regal Airport Hotel). -- Ctrip said they will contact us but it has been 4 days and we have yet received any calls or mention of next steps from Ctrip

Ctrip has the most unreliable service I've experienced. Beware of scams from this company.

They held my credit on my credit card promising to release it once I have done my check in. Upon arrival to my hotel, I realized I had to pay again in full to the hotel, which I did. After which, I called ctrip to find out what happened to the credit that was being held by the company.

They promised to call the hotel to verify my check-in and will release the credit immediately. It has been a week. I have called and wrote in countless times.The replies have always been as quote below

"Dear Valued Customer,

Thank you for your email.

With reference to your request, we have informed our relevant department to deal with it as soon as possible and reply you later. We sincerely apologize for inconvenience caused you.

If you have any further questions, please do not hesitate to contact us.

Thank you for choosing Ctrip."

That has been the case for a week now. I will be making a report to the relevant authorities for un-ethical and misleading activities of ctrip.

*updates 20/11/2017 - Ctrip is refusing to honoring their end of the deal that was agreed upon and are now not replying to my emails to them.

Final updates - Ctrip has released my credit

I book a hotel in Philippines but I cannot believe it that it took hours for confirmation and until now there has been no confirmation done. I called Ctrip for inquiries but they told me the hotel told them that they can confirm on the next day. How that is possible? We are already in a modern world and I believed the hotels now can see their vacant rooms in one glance. I shouldn’t have trusted this agency, it is very incompetent. This is the first time i get a booking which confirmation of booking takes forever with your money deducted on my account. It is very troublesome!!!!! I hope ctrip will not give me a false hope.

Horrible company. I booked a hotel in London and when I arrived they had no idea who I was, they tried searching for my name multiple times and could not find me anywhere. I immediately called my credit card company and asked that the charge for the hotel from Ctrip be reversed. When I returned from abroad Ctrip contacted me requesting a valid reason for this and I told them that I was unable to stay at the hotel. However, all of the sudden the hotel had confirmation of my booking and I still have to pay the amount for the hotel that I didn't even stay at. Ctrip customer service kept threataning me that they were going to cotact creditors and take out a lawsuit on me. I understand that at all of the sudden when I returned from London the hotel had my booking but when I tried to check into the hotel I was unable to do so and Ctrip was not even willing to entertain this idea.

I booked a ticket this morning for the Xmas holidays from London to Orlando and back.
As the posts below, I got a confirmation email with a reference number and I was rather concerned when my card did not go through to the security page. I then got an email saying that it’s taking longer to finalise this booking and that I’d have to wait 24H. I immediately felt there was something wrong and looked at the reviews (which I should have done beforehand, but trusted Skyscanner) and to my horror found all the below stories. Since I was not issued an e-ticket or received further notice and it’s less than 24H I’ve decided to cancel the booking. I called them and they said I should expect a whole refund within 10 days - which is rather ludicrous since I haven’t even received a ticket.
I cincerely hope this isn’t a scam and expecting them to keep their word. I just can’t believe they take people’s money like that!!
I will update in due course...

I really wish I had read these reviews before booking! I have just spent a small fortune to fly to Australia so that I can see my boyfriend over Christmas. My money was taken immediately and then I received an email to say 'its taking longer than usual to finalise your booking'. I have emailed Ctrip to ask where my confirmation is, and received no reply, however after reading these reviews it looks unlikely my flight was ever booked! This is ridiculous, I need someone to call me straight away and let me know whether I need to alter my travel plans. I can imagine the flights have gone up in price by the time I find out if I need to rebook. GUTTED!
You only need to read their bland responses from all of these poor reviews to see their low level of customer care and service!

*UPDATE* 2 stars instead of 1. After i posted the review below, trip.com contacted me and due to the review, finally refunded me the money. Whilst i was happy to finaly recieve what was rightfully mine, it was sad that they couldn't provide good customer service in the first place and only offered my money back after their reputation was being tarnished online. If they had done so, I wouldn't have written such a bad review and wouldnt feel so bitter towards them. Once again, while I appreciate the refund, I would never book through them again, its just not worth the stress.

CON ARTISTS! Absolutely horrendous! I booked my flights through Ctrip to go to Lisbon from London via TAP Portugal for my friend's bachelorette party. The incompetent people at Ctrip booked my flights with a spelling error in my name, as a result, the airline cancelled my flight and I only found out the day before I was due to fly when i went to check in. After going back and forth between the agency and the airline for 3 hours, the agency finally said they would contact the airline and call me when the issue was resolved. I didn't get a call back, only a poorly written, one sentence email that made no sense at all. In the morning I called the agency again livid about what had happened, and demanded another flight that day or my money back. They had the audacity to say they had fixed the issue and "informed" me and that it was my fault for not going to the airport. They refused to give my money back, even though it was completely their fault!!!! AVOID AT ALL COSTS!!!!!!!!!

I really wish I checked the reviews before booking!! I booked a flight from London to Vancouver this morning after finding a good deal on Skyscanner, went through all the steps to book. After putting in credit card details and clicking book, the page came up saying 'your booking needs longer to process' and that Ctrip will email once booking is complete, 15 minutes later I get an email saying 'the flight you booked is sold out we have had to cancel your booking' so now I don't know if the money has been taken or not as I used my husbands credit card who is away on a business trip and I cannot speak to him until at least 10 hours so he can check if the money has been taken or not. I needed this flight booked as soon as possible, I have been messed around, I cannot believe after seeing all these terrible reviews that this company is still in business, and I really hope Skyscanner take them off of there website. I would like if Ctrip could get back to me to let me know when you will issue a refund if money has been taken!!

This is a terribly managed travel company. Their online information is incorrect and deceiving. I doubt it is intentionally deceiving but it is severe incompetence at best. The website consistently shows flights that are not available. They make you go through the entire booking process including payment and then you may find out the flight is not available. In my case I did not even get notification that there was no booking made after I tried to pay. I had to check with my credit card company to see that no payment had gone through and that therefore no booking was confirmed. When I called Ctrip they simply said that the flight was not available at the price they advertised and hence the booking could not be processed. No other travel companies work on this basis. The flights you see advertised can actually be booked at the price advertised. Not so with Ctrip.This happened to me on 3 separate occasions. Completely unreliable and untrustworthy.

BAD EXPERIENCE! UNREASONABLE SYSTEM! I booked Royal Bangkok Hotel for 3 nights for my client as i was enticed by their lowest price and "INSTANT CONFIRMATION" words which i found out that its not really instant. I booked at night, charged my debit card right away but i did not received any confirmation by email except a call from china the next morning only and informed me that they could not confirm my booking as hotel is fully booked. Then when i asked for refund, i was informed that it would take 7 days. Fine. But worst was when i received email from them informing me that my booking was cancelled as per my request and it would take one month for them to reverse the money to my card. Though i insisted that one month is too long as i need that money to book the same hotel through other agents before the check-in which is just few days from now. But still they insisted its one month. I was working in travel agency for many years and this is the very 1st time i faced this kind of problem, I have booked hundreds of hotels, tours, and flights for my clients through other suppliers and have never faced problem like this. In case Ctrip management read this review, please do the necessary action. My client is checking in on 2/11/17 so i have to taken out my own money to pay for the hotel. And Ctrip informed me that the couldnt confirmed coz its fully booked. However when i searched and booked with other site, i easily got the same room i booked with Ctrip with instant confirmation. This is thru Expedia. Therefore Ctrip, Do not fool people by putting out unbeatable low prices but at the end after charging the customer card, the booking is decline. HORRIBLE!!! will never ever recommend this site to anybody.

Awful company!! I bought a flight ticket Alicante-Hong Kong, they didn't give me the option of entering my full name (I am spanish, so I have two surnames). When I give my passport details, I put my full name and give my personal info correctly. Howewer in the reservation, even my passport expiry date was wrong (Ctrip fault again). Hopefully I checked it and see that this wasn't correct. Now they say they can't add my second surname and they don't know if I can't fly. I've called British Airways and they told me this isn't true and that Ctrip should solve me this problem.

Our flight to Beijing from Shanghai was cancelled, Ctrip informed us less than 24hours before the flight was due. I'm currently trying to get a compensation fee for the hotel and train ticket we had to book last minute due to this (we needed to be in Beijing to fly back home to Australia!) and had to contact a family member back home to do so (Coincidentally the Ctrip website AND mobile app weren't accessible at that time). Here is an email that they sent me when I asked them to assit with contacting the chinese airlines to organise the compensation: Regarding your flight reservation from Shanghai-Beijing(Order No.4885549299) we regret to inform you that we are unable to apply the compensation,please let your Chinese friend to apply for it, We are looking forward to hearing from you.

Side note, they refunded me for a tour that was cancelled. All they did was contact the supplier and I received the funds straight away. And now, for a flight, they're asking me to get a Chinese friend to help... I have never been so stressed in my entire life. Literally.

Took money and emailed an eticket for flights.
Checked with British Airways to confirm flight was booked and found the following
- No eticket issued
- Incorrect passport details entered so I cant verify my identity

If I went to the airport I would have had no flight.

Someone from Ctrip please contact me immediately to recitfy this once you read this review. 49720

This company will charge your card once having your information and will not refund your money even when you did not authorize the transaction. On top of that I called to check with the hotel because they were not returning my calls and much like others on these reviews the hotel had no clue who I was. I recommend to not use this company.

Booked hotels in both Brussels and Bruges. Payment accepted. Did not receive any promised emails with codes to enable me to print off the booking voucher to give to the hotels.

UPDATE
Reservations now confirmed.

I'm flying to Berlin in 2 days and found some flights on Skyscanner which were through Ctrip. On the Ctrip section of the Skyscanner website it kept saying my card type was incorrect and it prompted me to book direct on the Ctrip website instead. Everything went through ok and money was taken but then I had a notification saying that my tickets would be issued within 24 hours. I thought this was strange so I came here to look at reviews and see that 99% of people have had the same issue and that it usually ends up with them either having their flight cancelled and fighting for a refund or being given the wrong flight details. This is a HUGE stress now because if in 24 hours I hear that I haven't got my flight, I have a very small timeframe to try and get a refund and book elsewhere. Had I known that I'd be charged without being given a ticket I would never have booked through Ctrip and I'm already dreading the rest of this process.

Still waiting for refund. Booked a flight, paid for the booking, was issued a 'reference number' with no ticket, then sent an email advising the flight had been cancelled due to a transaction error, when they have already charged me for the flight. When the flight is cancelled by Ctrip, they do not believe it is appropriate to refund you at the time. Instead I had to contact them for my money to be refunded, then advised that it had been, it was the banks fault, and then it would take two weeks. Any bank will advise it is the merchant who determines the duration for a refund, in this case Ctrip use potential customers for free credit. Will update this once I am refunded to advise how long it takes.

Terrible. I booked a flight to Australia. They said they needed processing time which may take one hour....3 hours later I receive an email that says the flight is full and cancelled my booking. Thanks for wasting my time. Now I also spend time checking my credit card statement to make sure they didn’t take the money. Not sure why sky scanner has them on their site. Makes me also distrust sky scanner now.

I booked a flight with Ctrip via Skyscanner to Hong Kong 36 hours ago and have yet to receive any confirmation. I have emailed twice and have still not had a response although the money has been taken from my account. I am worried this may be a scam booking agent.

Tried to book a hotel here in bangkok and when I did I called the hotel asking for my confirmation. They said they didnt have it. Had a chat with ctrip and the "specialist" looked into it and said hotel confirm me. I called back hotel. Still don't know who I am. I need to be there tomorrow night and have a place to sleep but as of right now I'm not even confirmed. So I tried to ask for my money back and they just flat out said no lol So with that this is the first mystery booking I've ever had to deal with. Book with them and pray to god you have a room? lol Unacceptable. Even if I do have a room, to not be able to confirm it is crazy. I wouldn't use this again. Agoda or the other bigger sites are a bit more expensive but at least you can confirm you have a room. Don't be suckered in by the cheaper rates. Honestly this hassle is not worth it. Just pay the extra 5 bucks a night on agoda and confirm you have a room.

UPDATED:
Ctrip immediately contacted me after this review and looked over my issue and it was resolved in hours. I still don't like the uncertainty of not having a confirmation from the hotel BUT, seeing that Ctrip had the last remaining room I wanted from the hotel, I think overall it was worth it. Thank you for addressing this issue quickly. However the hassle is something I am still weary of experiencing, especially when I NEED a room. Buyer beware.