Priceline.com

Complaint: ***
I am rejecting this response because:
What you see is the screen after you are presented with choices of different hotels and select the name your price optionAs you are shown choices, then stuck with only one, this is bait and switchIn fact, I have a response from them:"For this type of reservation the pricing is not revealed until once it has been booked."
This means you are stuck with whatever hotel they wanted to place you in, regardless of being presented other choices previouslyThey charge you for their pre-selected hotel and told there is no cancellation, regardless of the substandard hotels in a bad neighborhood they stick you withInvoking a no cancellation policy does not forgive their bait and switch tactics.
Thanks!***
Sincerely,
*** ***

I
have received the consumer’s additional commentsAs you requested, I have
again reviewed this matter to see if we overlooked anything that might support
a more favorable conclusionUnfortunately, there is nothing we can add to what
has already been stated in our previous correspondence
According to the consumer, the terms and
conditions of the selected purchase were not disclosed prior to purchase, and
therefore the consumer requests a refund.
Attached hereto, is a copy of the consumer’s initialed contract page
authorizing the terms and conditions of the selected purchase, including the
following:
Important
Information
Once you've
reviewed your information above, please review the following rules regarding
rental cars issued through priceline.com: Rental cars are non-refundable,
non-transferable and non-changeable even if the reservation is not usedIf
your offer is accepted, we will immediately lock in your reservation and charge
your form of payment
Only the driver
will be able to pick up the rental car at the counter and must present a valid
driver's license in his/her nameAn additional driver can be added at the
counter for a fee payable directly to the rental car company Your
reservation does not include vehicle liability, collision or personal accident
coverage for your rental carYou should determine if you have insurance
coverage prior to pick-up
I am sorry that we are unable
to assist the consumer any further in this situation
Sincerely,
** ***
Priceline.com

Complaint: ***
I am rejecting this response because:
The solution offered by Priceline is completely unacceptable for several reasons
First, it misstates the factsUpon first arriving at the hotel, I informed the hotel staff that same night about my unhappiness with the condition of the room and hotel. The hotel staff indicated that the hotel was fully booked and no accommodations could be provided. As such, Priceline’s statement that I never raised any concerns is patently false
Next, this argument also misses the mark. My complaint is not against the hotel but rather against Priceline. It is Priceline that falsely advertised this hotel as a four stars and having certain amenities. It is because of Priceline’s and misleading advertisement that I booked my stay. It is through Priceline that I prepaid for my stay, not the hotel. As such, it is beside the point as to whether or not the hotel is providing any type of compensation. My complaint is against Priceline and its unfair and misleading practice. Had I known the state of the hotel and that this hotel was subpar, I would have never booked my stay there
Further, the amount offered is wholly insufficient to place rectify the situation. We went to that hotel to celebrate my birthday. Because of the state of the hotel, my husband and I were unable to enjoy out time there. A mere $will not undo the wrong that we have endured. As such, my demand remains a reasonable one: to render a complete refund given what took place
Finally, I am acutely aware that practices such as those committed by Priceline have significant legal consequences under *** *** *** *** *** * *** *** *** *** ** *** *** * *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** *** *** *** However, I am providing Priceline with the opportunity to remedy this situation informally, through this complaint
I look forward to hearing from you
Sincerely,
*** ***

Dear
***,
We are sorry to hear that you are dissatisfied with the rating for the ***
*** *** *** *** ***
We reviewed our records and found that your selected reservation did not offer
or guarantee that the hotel you will receive will have a rating of 8+For your
reference, a copy of the contract page has been sent in a separate e-mail
Also, we evaluate each participating property on many different criteria,
including cleanliness, guest satisfaction, decor, etcWe screen participating
hotels carefully and update our information constantly to ensure that you
always receive the best available hotel
While placing your request, you agreed to accept any star hotel within the
area you selectedYour hotel does have a star rating
All properties offered through priceline.com have been evaluated according to
the specific star level standards that we have developed exclusively for our
program and described on our websiteWhile you may feel that this property
should have a different star rating or is rated differently by other groups, we
are confident that our evaluation of this property will meet your expectations
We hope you found our reply helpful!
Sincerely,
*** **
Customer Service Specialist

RevDex.com, Inc
We have received the consumer’s additional comments. As you requested, we have again reviewed this
matter to see if we overlooked anything that might support a more favorable
conclusionUnfortunately, there is nothing we can add to what has already been
stated in our previous correspondenceWe are sorry that we are unable to
assist the consumer any further in this situation
Sincerely,
**
***priceline.com

Please see the response we sent to the customer below. Thanks
Dear Ms***,
face="Calibri" size="3">Thank you for contacting us regarding your vacation package purchased under Trip Number ***
We see that your issue has already been resolved by one of our Customer Relations representativesShould you require additional assistance with your full refund, please feel free to reply to this e-mail
Thank you for choosing to email us todayI hope you found my reply helpful! Please email us again if you need anything else
Sincerely,
Teddi C***
Executive Offices

Complaint: ***
I am rejecting this response because:
This should have been handled a long time back My credit card company has rejected my dispute, reversed their temporary credit and has charged me for the duplicate charge of They claim that Priceline issued me a credit on their own, which is untrue I have been told by Priceline that I would have to wait till may 10th for a resolution between my credit card and PricelineWhat I don't understand is, If my credit card has already said they will not continue to dispute it what is Priceline waiting till May 10th for? The card company has already decided Please now explain to me, why THIS additional delay?
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
Nothing has been done to resolve thisPriceline has not done anything to helpI was treated very rudely multiple timesSomething needs to happen to resolve this issueHorrible customer service.
Sincerely,
Chelsea Heinemann

Complaint: ***
I am rejecting this response because:
I know the package I picked and that was not because I don't travel at night and I picked the early morning flight so I go and pick up my son from school and spend the day with him if nothing can't be done I just want back a full refund If you look at the car rental section that they send to you it say that I am returning the car on Monday when my flight say I am leaving Sunday and if I am reaching Saturday morning why does the hotel say nights they change my flight time I book with Priceline everytime ever since my son is away at school but this is my last time
Sincerely,
*** ***

Please see the response we provided to the customer. ThanksDear *** *** *
face="Calibri">Thank you for taking the time to contact us regarding your hotel reservation at the *** *** *** *** *** *** ***
I am writing to let you know that we have received your Revdex.com concern in our Executive Offices
We understand that you have issues with this hotel reservation
We apologize for the confusionWe reviewed the hotel that you selected, the Naples Bay Resort, and the room types they offer on the websiteWe confirmed the hotel has rooms to choose from that offer a cancellation option; however, the room type that you selected states that it was non-refundableFor the room type and rate that you've selected, you are not allowed to change or cancel your reservation
Cancel Policy: Priceline will not charge you a change or cancel fee, however this hotel has the following cancellation policy: For the room type and rate that you've selected, you are not allowed to change or cancel your reservationIf you cancel your room, you will still be charged for the full reservation amount
This information was presented to you prior to purchase when you were asked to review your reservation, including the terms associated with cancellations or changesWhen you purchased your reservation, you agreed to those termsTherefore, we are unable to offer a cancellation or refund back to your credit card as requested
We are sorry we did not provide you the answers you were looking for and I hope you find my reply helpful
Sincerely,
*** ***
Executive Offices

Complaint: 9989198I am
rejecting this response because: the second room I asked for was to accommodate
people and Priceline did not provide that information to the hotel I spoke
the to manager several times at the Westin Priceline had not paid for either
room the next we went to check in or provided the Hotel with the correct
information on how many guests per room They would have been able to provide
for people if they had been notified earlierPriceline can not show me anything on 2nd room that they submitted
Sincerely,
Laura Whaley

Dear
MsBrandt,
Thank you for taking the time to contact us regarding your hotel
reservation at
the Millennium Maxwell House Nashville for Trip Number 1***
We are writing to let you know that we have received your email in our
Executive Offices
We understand that you wanted to cancel this reservation because the hotel you
receive is not within the area you selected, which are the Downtown - Metro
Center and Vanderbilt - West End areas
We have reviewed the notes on your record and they indicate that the hotel you
received is within the designated area that was displayed during the request
processPrior to purchase, you were asked to review your reservation,
including the terms associated with cancellations or changesWhen you
purchased your reservation you agreed to those termsTherefore, your
reservation is non-changeable, non-cancelable and non-refundable
If you have further questions, please contact us directly at: 1-866-XXX-XXXX
The Executive Office hours are 9:a.mto 6:p.mEastern Time, Monday
through SaturdayYou will need to enter your Trip Number, which is
*** when you contact us
Please note that the number provided above is a United States phone number and
you may incur toll charges when calling from outside the United States or
Canada
We are sorry we did not provide you the answers you were looking for and we
thank you for your time
Sincerely,
Jenn Hapdus
Executive Offices
This
contract for request number
*** was originally initialed on 2014-04-21:55:
Please Review Your
Request
Star Upscale Hotel
Which hotel will I get?
CheDate:
Wednesday, October
8,
Check-Out Date:
Wednesday, October
15,
Region
Nashville, TN
City Areas:
Downtown - Metro
Center
Vanderbilt - West End
CheTime:
Varies by hotelGuaranteed late
night arrival if needed
Check-Out Time:
Check-out times vary by hotel
Room 1:
Janice MBrandt
Number of Rooms:
Number of Nights:
Offer Price Per Room, Per Night:
US$
Travel
Insurance:
US$
Subtotal:
US$
Taxes and Service Fees:
US$
Priceline Hotel Coupon:
-US$
Total Charges*:
US$ 1,
Have a coupon code? Apply Apply Coupon Remove Coupon
This coupon is invalid or has expired
Purchase Trip
Cancellation/Interruption Insurance
Check here to cover yourself in the event of unforeseen illness, injury,
and job loss for only USDper room per nightDetails
*Prices are in US dollars
Important Information
All rooms will accommodate up to adultsRequests for bed
types (King, Queen, Doubles, etc.) or other special needs (including preferences for
smoking or non-smoking rooms) should be requested through your confirmed
hotel and cannot be guaranteed
Reservation is guaranteed for arrival on the confirmed
chedate onlyIf you do not cheon the
first day of your reservation and you do not alert the hotel in advance, the
remaining portion of your reservation will be canceled and you will not be
entitled to a refund
If priceline accepts your price, priceline will book your
reservation in a property with an equal or higher star level than you
requestedPlease note it is possible that the hotel you are booked in could
be a Resort, which will meet or exceed the minimum qualifications of the star
level you initially requestedThe hotel that is selected may or may not be
one that you have seen during a hotel search on pricelineAny sorting or
filtering options previously used will not apply to this Name Your Own Price
requestPriceline will immediately charge your credit card the total cost of
your stayRooms purchased through priceline cannot be cancelled, changed or
transferred and refunds are not allowedIf your offer is not accepted, your
credit card will not be chargedPriceline
will immediately charge your PayPal account the total cost of your stay
Rooms purchased through priceline cannot be cancelled, changed or transferred
and refunds are not allowedIf your offer is not accepted, your PayPal account
will not be charged
The reservation holder must present a valid photo ID and
credit card at check-inThe credit card is required for any additional hotel
specific service fees or incidental charges or fees that may be charged by
the hotel to the customer at checkoutThese charges may be mandatory (e.g., resort fees) or
optional (parking, phone calls or minibar charges) and are not included in
your offer price
Hotel rooms purchased through priceline are not eligible
for frequent traveler points, upgrades, vouchers, or other discounts and
incentives
For security reasons, and to indicate that you have
reviewed your request, please initial belowRemember that you agreed to
abide by priceline's terms and conditions regarding
hotel rooms and the use of the priceline.com Web site by entering your
initials when you submitted your original request
Initial Here:
I have read, accept and agree to
abide by priceline.com's terms and conditions, privacy policy
and the travel insurance Description of CoverageI have read,
accept and agree to abide by priceline.com's terms and conditions and privacy policy

Dear MrKepferle,
"">
Thank you for taking the time to send us an e-mail
Thank you for taking the time to share your recent
priceline.com experiences with us. In
order to research and respond to your situation, please respond to this email
with any additional information you can provide to help us locate your request
in our system
Your priceline.com trip number, your phone number, the
names that the request was made under and any relevant dates would be extremely
helpful
We apologize for any inconvenience and thank you for your
patience while resolving this issue
Sincerely,
Teddi Cremeans
Executive Offices

Complaint: ***
I am rejecting this response because: The hotel is free to charge ANY AMOUNT , SAY $10,dollars and because of pricelines cleverly hidden disclaimer and back door dealings between them and priceline customers can be left to wait for refund and sleep in the street? I really feel that the clerk either did not like that I was hispanic or had simply booked all the rooms and made more money I being pricelines customer tried to call and get help from them and was made to feel like I was ignorant with constant mentions of the disclaimer which I believe has to come with an amount or percentage otherwise the two companies could conspire to keep customers money by raising the deposit to extreme amounts when they know full well this sight id being used in order to save money and by hard working people just trying to get a fair shakeI will forward to the aclu and texas attorney general as well as an attorney should priceline not make this rightI truly feel violated
Sincerely,
*** ***

Dear *** ***
Thank you for taking the time to contact us regarding
Esther Godfrey's reservation at the *** *** Lynchburg for Trip Number
***
class="MsoPlainText">We are writing to let you know that we received your
Revdex.com concern in our Executive OfficesWe understand your claim that you were guaranteed a
star property with a pool, a guest score of or higher, and 52% savings prior
to purchase.
We also understand that you took a
screenshot of the amenities and the rating you saw while booking
We would like to request a copy of the screenshot for
reviewYou may send the information through fax at ###-###-#### or email at [email protected].
When you send the information through email, kindly send it in a PDF or JPG
file no larger than megabytesWe hope to hear from you soonSincerely,
Junko A***
Executive Offices

Complaint: ***
I am rejecting this response because:
While I understand that Priceline cannot control the use of the card in question and I as the card holder I safe guard my information, I have never given my child access to or permission to use any of my property without my permission and have certainly never given him authorization to use my banking informationI cannot be expected to hide my computer in some secret place especially when I never suspected my child would do something of this sortI have spoken with the bank in regards to the matter and again it cannot be regarded as fraudulent on the grounds that I know the person who used my cardThey are in the process of a merchant dispute but again I am told that unless I press charges on my own son that the merchant, in this case priceline, will most likely deny the claim as they are doing nowI work hard to provide for my family and we are a typical middle class family that get by paycheck to paycheck My son made a very big mistake that is costing me $ That amount of money pays for 3-of my monthly billsI tried to be as proactive as possibleI called as soon as I found out what happened, I canceled the reservation, and I did everything I could short of pressing charges against my son to explain how serious the situation wasI even called the airline, ** *** directly, and while they were much more sympathetic to the situation than priceline was, they were unable to help me do to the fact that the tickets were purchased through priceline and stated that priceline would be the only ones who would be able to issue a refund if they should choose toWhen it comes down to it a child made a bad decision and he stole from his own mother but I need that money to continue to support my family without getting behind in my bills and falling into a hole of late fees and charges.
Sincerely,
*** ***

RevDex.com, Inc
We have
received the consumer’s additional comments.
As you requested, we have again reviewed this matter to see if we
overlooked anything that might support a more favorable conclusionUnfortunately,
there is nothing we can add to what has already been stated in our previous
correspondenceThe consumer’s selected reservation discloses the following
cancel policyRooms purchased
through priceline cannot be cancelled, changed or transferred and refunds are
not allowed
The
consumer’s purchase is non-refundable and we are sorry we are unable to assist the consumer any further in
this situation
Sincerely,
** ***
priceline.com

I am in receipt of the
complaint initiated by the
above-mentioned consumer and appreciate the opportunity to respond
Attached hereto is a copy of the
consumer’s initialed contract page agreeing to the terms and conditions of the purchase,
including the passenger name entered and authorized
Passenger
Information
*** ***
I
am sorry that the consumer’s selected purchase is non refundable and we are
unable to assist any further in this situation I appreciate the opportunity to clarify
Sincerely,
** ***
priceline.com

Complaint: ***
I am rejecting this response because:
My flight was delayed for a day, and therefore I had a need the vehicle after allI was told at the counter that I wouldn't be able to receive a refund for Friday (the day when my flight was delayed) because the reservation was made under PricelineIn addition, the receipt mentions Priceline as an accountHowever, I'm now seeing two charges on my credit card account, one for *** and another for PricelineI will proceed in disputing the Priceline charge as Priceline has been completely uncooperative thus far(The CX from *** has been pretty good, comparatively)
However, what concerns me _far_ more than a $charge on a credit card (and the sole purpose of this Revdex.com complaint) is Priceline's unwillingness to admit misleading advertising of their insurance policyIt's clearly advertised as providing a '100% refund' in both the blurb at the top _and_ the 'initial here' section which the representative highlighted in responseIf a company is unwilling or unable to change an advertisement that's demonstrably misleading, the conclusion I'd arrive at is that this company isn't playing by good-faith rules of exchange of goods and services, is not generally trustworthy, and in extreme cases might be relying on misleading advertising to encourage more purchasesConsumers have a right to know that such a company isn't being 100% honest with their customersI believe the Revdex.com arbitration system is an appropriate way to communicate this to others, but there are other avenues as wellBased on my experiences with Priceline I do not think the A+ rating is warranted
Sincerely,
*** ***

DejaVuSansCondensed-Bold"> According to the consumer, he/she did not authorize the purchase of hotel room accommodations at the rate of $per room/night
Attached hereto is a copy of the consumer’s initialed contract page authorizing the purchase of hotel room accommodations at the following summary of charges
4-star hotel in the *** *** *** *** / *** *** *** ***
*** *** *** *** *** *** *** *** *** *** *** *** *** * *** *** * *** *** *** *** *** *** *** * *** *** *** *** ***
We want you to love your hotelSo please read this important stuff
All rooms will accommodate up to adultsRequests for bed types (King, Queen, Doubles, etc.) or other special needs (including preferences for smoking or nonsmoking
rooms) should be requested through your confirmed hotel and cannot be
guaranteedReservation is guaranteed for arrival on the confirmed chedate onlyIf you do not
cheon the first day of your reservation and you do not alert the hotel in
advance, the remaining portion of your reservation will be canceled and you will not
be entitled to a refundGuaranteed late night arrivalCheck-out time varies by hotelIf priceline accepts your price, priceline will book your reservation in a property with
an equal or higher star level than you requestedPlease note it is possible that the
hotel you are booked in could be a Resort, which will meet or exceed the minimum
qualifications of the star level you initially requestedThe hotel that is selected may or may not be one that you have seen during a hotel
search on pricelineAny sorting or filtering options previously used will not apply to
this Name Your Own Price requestPriceline will immediately charge your credit card
the total cost of your stayRooms purchased through priceline can not be cancelled,
changed or transferred and refunds are not allowedIf your offer is not accepted, your
credit card will not be chargedThe reservation holder must present a valid photo ID and credit card at check-inThe
credit card is required for any additional hotel specific service fees or incidental
charges or fees that may be charged by the hotel to the customer at checkoutThese
charges may be mandatory (e.g., resort fees) or optional (parking, phone calls or
minibar charges) and are not included in your offer priceHotel rooms purchased through priceline are not eligible for frequent traveler points,
upgrades, vouchers, or other discounts and incentivesI have read, accept, and agree to abide by priceline.com's terms and conditions and privacy
policyInitial Here to Accept **
Revdex.com, Inc
I have received the consumer’s additional comments. As you requested, we have again reviewed this matter to see if we overlooked anything that might support a more favorable conclusionUnfortunately, there is nothing we can add to what has already been stated in our previous correspondenceAs noted on the consumer’s contact page, the summary of charges, including the $per night room rate, for the consumer’s selected purchase, was clearly disclosed and authorized by the consumer prior to purchaseWe are sorry that we are unable to assist the consumer any further in this situation
Sincerely,
** ***
priceline.com