Five Star Alliance: most-reported complaints
Automated analysis of 223 public Trustpilot reviews published 2018-04-06 to 2026-08-26. TrustScore 4.9 from 1,011 total reviews — see the Trustpilot page. Quick answer: is Five Star Alliance legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that support is unreachable, accounting for 29% of the 21 complaints identified in 223 reviews. Other frequent issues include general concerns (24%), followed by misleading pricing and failed delivery, each representing 14% of complaints. Trends for these issues cannot be established yet due to insufficient review volume.
How to reach Five Star Alliance
These are the contact details Five Star Alliance publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone +17038360692, email [email protected], address 1050 Connecticut Ave NW, Washington, 20036, US.
The company claimed its Trustpilot profile on 2018-02-21 and uses Trustpilot’s paid features. Trustpilot ranks it 31 of 202 in Travel Agency. We last checked this profile on 2026-09-24 and found 0 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
TrustScore over time
4.9 → 4.9 across 6 census measurements since 2026-08-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-20 (0%, 0.0d) · 2026-08-27 (0%, 0.0d) · 2026-09-12 (0%, 0.0d) · 2026-09-15 (0%, 0.0d) · 2026-09-18 (0%, 0.0d).
Severity: 19% of this company’s 21 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reply quality: of 24 company replies to negative reviews analysed, 42% engaged with the specific problem and 17% were generic templates.
Review provenance: 183 company-invited reviews in the recent window average 4.91★, while 22 organic (uninvited) reviews average 4.95★.
40% of its 194 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unreachable makes up 29% of this company’s complaints vs a 18% median across 96 ranked companies in its sector.
Review velocity: 55 of this company’s 1,011 Trustpilot reviews (5%) were written in the last 12 months.
Not enough reviews to establish a trend.
What are the most common complaints about Five Star Alliance?
Support unreachable
6 reports · 29% of complaints“My requests were not forwarded to the hotel although I made the booking 1 1/2 months before check-in.”
The company replied on 2024-01-11: “Dear Alexandre, Sorry you had a bad experience. We have no record of a phone call or an email with any requests. We tried calling you today with the number you provided on the reservation. You did…”
Our classifier read this reply as a deflection.
“You all charged me $298.28 and $298.27 for the same two days in the same hotel.”
The company replied on 2022-05-17: “Dear Cara, Sorry hear about your situation. Unfortunately we cant help you as Millenium Durham is not one of our hotels and we have nothing to do with your reservation. Appreciate if you remove this…”
Our classifier read this reply as a deflection.
“It is 1/29 and I’ve heard nothing more.”
The company replied on 2022-01-29: “Dear RC, Sorry for the lack of response from our Villa partner as you can see from this response just minutes later it is not the service levels that Five Star Alliance delivers. We will look into…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
Other
5 reports · 24% of complaints“THE CHOICES OF ROOMS IS CHALLENGING A LARGE LIST AND MANY ABBREVIATIONS”
The company replied on 2023-07-14: “Dear Mattingly’s, Sorry you had issue with all our abbreviations we pride ourselves in finding you the lowest available rate. Hotels can have so many room categories and many offers and they use…”
Our classifier read this reply as a deflection.
“No confirmation email Pre-pay is not relevant in the world at this time!”
The company replied on 2020-11-25: “Dear Joe, Thank you for taking the time to share your concerns. We have resent the confirmation to you. Please check your SPAM folder as we do comply with GDPR standards but filters are controlled on…”
Our classifier read this reply as a substantive response.
“There was a problem with valet parking. It is remote and the hotel could not keep up with retrieving the vehicles in a timely manner.”
The company replied on 2018-12-13: “We're sorry you experienced some concerns during your hotel stay. We've passed along your comments to the hotel and are sure they will appreciate hearing this feedback. Our team will be in touch…”
Our classifier read this reply as a template response.
Misleading pricing
3 reports · 14% of complaints“The cost booking directly with the hotel we liked for 3 nights was 141 euros less than Five Star Alliance price”
The company replied on 2023-02-11: “Dear Paul H, We are glad you used our services to research the best hotels in Venice. All rates come directly from our hotels and are not marked up like many 3rd party travel companies. Next time…”
Our classifier read this reply as a deflection.
“the rate was over $25 higher! What’s up with that?”
The company replied on 2021-11-10: “Ilene, What's up with that, is when booking with Five Star Alliance the rates come directly from the hotels live inventory. You are receiving the lowest possible rate that the hotel has to offer in…”
Our classifier read this reply as a deflection.
“Be sure you know you don’t get Perks unless you buy the more expensive packages.”
The company replied on 2021-08-10: “We appreciate the feedback. Many time Perks are lower or equal to the “best available rate."And you are correct that they can be higher as well, but will always provide more savings then lower rates.…”
Our classifier read this reply as a deflection.
Delivery failed
3 reports · 14% of complaints“My requests were not forwarded to the hotel although I made the booking 1 1/2 months before check-in.”
The company replied on 2024-01-11: “Dear Alexandre, Sorry you had a bad experience. We have no record of a phone call or an email with any requests. We tried calling you today with the number you provided on the reservation. You did…”
Our classifier read this reply as a deflection.
“I have yet to receive a confirmation.”
The company replied on 2021-09-03: “Dear Shellie, The hotel has your confirmation, we called to confirm as well and it is valid. This is not a scam we have been in business for over 17 years and you can see by our reviews that we…”
Our classifier read this reply as a deflection.
“I tried to call back several times but there is no response- I keep getting a message- "We are not able to answer your call"”
The company replied on 2018-11-24: “Hi Zuzana, we’re sorry you had trouble reaching us after making your reservations with our team. Rest assured, the confirmation emails were sent a few seconds after booking. In some cases these get…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Not as described
2 reports · 10% of complaints“The hotel is old and in need of clean up. Doors with gaps 1” from bottom of door to floor.”
The company replied on 2022-07-27: “Cary, Thank you for your review of the Omni Charlotte. We will be sharing your feedback with the hotel in order to better serve future guests. In the future you may want to put out the Do Not Disturb…”
Our classifier read this reply as a deflection.
“I had to far to check if the room has two beds or not”
The company replied on 2018-08-23: “Dear Hapochan, Thanks for your review. We're sorry you had trouble locating your preferred room type, however we are working with the hotel to reconfirm your requests and our client service team is…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Overcharging
2 reports · 10% of complaints“ultimately charged me more than originally quoted.”
The company replied on 2020-01-06: “We're sorry to learn that you were disappointed in the hotel's policy, and are glad you had a chance to review this with our team supervisor. We look forward to helping you again in the future.”
Our classifier read this reply as a template response.
“I have been overcharged, no invoice was provided to me.”
The company replied on 2018-12-24: “Hi Viorica, we're sorry to hear you had a poor experience at the hotel. Our team here at Five Star Alliance will be happy to follow up with the property to see if we can assist in resolving the…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-07.