Priceline.com

HiPlease see our response to the customer below
D*** *** ***
Thank you for taking the time to contact us regarding your hotel reservation at the Richmond Oceanfront Hotel under Trip Number ***
I am writing to let you
know that we have received your Revdex.com complaint in our Executive OfficesWe apologize that you were unhappy with your hotel accommodationsWe evaluate each participating hotel on many different criteria, including cleanliness, guest satisfaction, dcor, etcWe are sorry to hear that your hotel fell short of this expectation during your stayWe appreciate your feedback and we have contacted the appropriate people at the hotel to share your concernsHowever, the hotel advised that they are unable to offer any refunds.
We have researched to find that this hotel does meet our expectations for the star rating selected on our websiteOur competitors also rate this hotel as follows:
*** * * *** ***
*** * * *** ***
*** * * *** ***
*** * * *** ***
In addition, we were unable to find any issues with our system and our records indicate that you were presented with a confirmation page and sent a confirmation email indicating that your initial request was confirmed prior to your submission of your second requestTherefore, we regret to advise you that we are unable to fulfill your request for a refund
We are sorry we did not provide you the answers you were looking for and we thank you for your time
Sincerely,
*** ***
Executive Offices

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

Purchased third party insurance through priceline.comThe insurance was advertised on the website as a simple, affordable plan that would cover everythingAfter an incident that was not my fault, a ton of paperwork and phone calls, I was left paying out of pocket $for some "Administrative Fees" that were not covered in the fine print of the policyNo one at Priceline or *** ***, the third party insurer, were helpful or interested in getting these fees waived for me

Complaint: ***
I am rejecting this response because:
Once again I want you to provide the email I sent you from your web site to your customer serviceAs I am sure you know the email specifies that I was having difficulty booking my ticket that was offered at per ticketI said in the request to your Customer service that I needed help getting back to the page where I was accepting the offer from College Station TXTo San Diego CAYour customer service sent me a link that stated it would take me back to that offerI told customer service the exact offer from College Station TX to San Diego CAAlong with the travel datesYour customer service sent me the link that had all the specific information about the flights I was bookingI followed your link which expressly said will return me to the page that I was on completing my reservationAs you have shown from the information you just sent I had been on the site for quite a long time, I was in and out, kicked off the site, how come it doesn't show where I was trying to make my reservations from and to? Why isn't the email that I sent to customer service with the link you sent provided? All you have shown is a lot of numbers with one in yellowYou sent a link in error please correct the situation
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is acceptable to meI continue to be outraged, however, that it took mediation by Revdex.com to resolve this Priceline should train its staff to have more sense and not just keep repeating themselves like robots They need to be proactive problem solvers
Sincerely,
*** ***

Dear Ms***
Thank you for taking the time to contact us regarding
your hotel request for Trip Number ***
class="MsoPlainText">
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 submitting a hotel
request online
Your record was restricted in our system due previous
disputes you filed for your reservationsShould you need a hotel reservation,
you need to book elsewhere as all details will remain restricted
We are sorry we did not provide you the answers you were
looking for and I hope you find my reply helpful
Sincerely,
Jenn ***
Executive Offices

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 correspondenceIn accordance with our Best Price Guarantee, the lower price must be an exact match to the itinerary booked on our website (same car company, same date/time, and same location). We are unable to use an Express Deal rate to compare your reservation as the Express Deal rental Car Company can only be revealed after purchase with any of our rental car partners and may not be an Avis rental car I am sorry that we are unable to assist the consumer any further in this situation
Sincerely,
** ***
priceline.com

Dear Mrand Mrs***
We are contacting you today regarding your reservation at
the *** *** *** ***s booked under Trip Number ***
class="MsoPlainText">
We are writing to let you know that we have received your
Revdex.com concern in our Executive OfficesAs we understand, you
were unaware that the charges will be in USD and you would like to be refunded
for the differenceWe apologize for any inconvenience this may have caused
We checked our records and verified that we stated during
the booking process that the charges will be in USDThis information was
provided on the contract page that you reviewed and initialed prior to booking
As a gesture of goodwill, I submitted a refund request in
the amount of
USD which is the difference based on the exchange
rate at the time of bookingThe refund request will be reviewed by our
management team and if approved, it may take 7- business days to be
processed
We apologize for the inconvenience and thank you for
giving us the opportunity to assist you
Sincerely,
*** ***
Executive Offices

Complaint: 1***
I am rejecting this response because:
The airline, ***, blames Priceline and Priceline blames ***How convenient.
Priceline should inform their employees of this information, as at least the one I spoke with was clueless to the fact that I would be unable to use my return flightI told the Priceline representative my plans, and was not told otherwise.
I still believe that I am owed a refund for half of the cost of the cancelled flight.
Sincerely,
*** ***

Dear ***,Thank you for taking the time to contact us regarding your
cancelled reservation at the *** *** for Trip Number ***
We thank you for your patience while we research this booking for you
We have been in contact with our Management Team and are
currently making
attempts to resolve this issue for youWe hope to be in contact with you in
to business days with a resolutionThank you for emailingI
appreciate your patience while we continue to work to resolve your
issue.Sincerely,*** *** **Customer Relations
Specialist

Revdex.com,
Inc
According to the consumer,
she did not authorize the purchase of a hotel room reservationThe consumer
states:
“I had
not made this charge and had no clue how it got thereIt turns out my nephew,
who is 17, purchased a hotel with my credit card without my consent.”
Attached hereto, is a copy of the consumer’s initialed
contract page authorizing the terms and conditions of her selected purchase
In cases where fraud or an
unauthorized credit card purchase is alleged, as claimed by the consumer, we
would not rectify the claim with the customer, as it is clear that anyone can
allege fraud or an unauthorized purchase in order to avoid payment for a
purchase. In all matters such as these,
the credit card-issuing bank investigates the credit card holder’s claim and
priceline will always assist with all investigation claims
We appreciate the opportunity to
clarify
Sincerely,
** ***
priceline.com

Dear Priceline.com, I am stll looking for a resolution to the problemThe problem is that the involved hotel is not similar to the other star hotels in the areaIt is not excellent rooms and additional customer services like a star should haveI am going to let *** *** know about this issue if we can't resolve this right nowPlease adjust your rating on this hotel*** ***
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

11.0pt;">
We are in
receipt of the complaint initiated by the above-mentioned consumer and
appreciate the opportunity to respond
The consumer
selected the wrong travel dates and requests a refund for his/her non-refundable *** *** *** *** purchase
On each
consumers’ contract page (including the contract page in question), we clearly
and conspicuously place the following disclosure regarding this issue labeled
under Important Information
Important
Information
Once
you've reviewed your information above, please review the following rules
If your request is accepted, Priceline 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 allowed
We
appreciate the opportunity to clarify
Sincerely,
** ***
Priceline.com

Complaint: ***
I am rejecting this response because: The business has made no effort whatsoever to resolve the issue besides telling me how wrong I am and how I'm out of luck since they have my money
I am aware of the policy on non-refundable/non-changeable rates I am also aware of the reviews regarding this hotel on Priceline and the other sites mentioned - the majority of which speak of the hotel's FORMER quality and its current state, including blood on sheets, smoke throughout the entire building (I am severely asthmatic so it is completely unacceptable that there is smoke even in non-smoking areas), drug use/smells in the hallways, mold (again, severely asthmatic), bugs, stained bedding and towels, missing carpets, and damaged walls Those things are only from the very first page of reviews on Priceline's own website Priceline's own representative stated that Priceline does NOT use any standardized rating system or consider guest reviews when creating/fabricating their ratings and star level - they create it independently, which means they make up whatever they want to falsely present hotels such as this one I offered Priceline three things that would appease the situation: 1) a refund, 2) rebooking at an appropriate hotel that actually matches the customer rating I was given, or 3) a clear outline of Priceline's policy to help find other accommodation when I arrive at the hotel and find it is as unacceptable as other guests have found it Telling me to "work it out with the hotel" is not a sufficient answer I didn't pay the hotel and the hotel didn't lie about their facility - Priceline did I had a problem with a booking from another site with a non-refundable rate, and when there was a problem at the hotel, the website took responsibility and rebooked me immediately and without a runaround I do not understand why Priceline will not make the same promise if they are so sure this hotel is top-notch and will exceed my expectations It appears that Priceline has a policy of "lie, get the money, laugh at the customer," and no form letter, which I have now heard/received three times without change, will make me, or anyone who is hearing about this experience, think otherwise
Sincerely,
*** ***

Revdex.com:
*** already refunded me
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
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 correspondence
Attached hereto is a copy of the consumer’s initialed contract
page authorizing the non-refundable non-changeable terms and conditions of the
selected purchaseWe are sorry that we are unable to
assist the consumer any further in this situation
Sincerely,
ND’Angelo
priceline.com
This contract for request number ***was originally
initialed on NOV 22, 10:52:
[site_name]
Best Western Plus Prairie Inn
Special Discount off: Advance Purchase
Address:Price Road South East,
Albany, OR
Room Type:Queen Bed,Nsmk,37in
Lcdtv,Micrfg,Sofabd, Hi Spd Net,Full Breakfast
Check In:Tuesday, Dec 3,
Check Out:Thursday, Dec 5, (change
dates)
Step 1: Payment
Information
Room
Billing Address:
Country: United States
State/Province: Oregon
City:
Zip/Postal Code:
Phone Number:
Email Address:
Confirm Email:
Sign
up for our Travel Deals newsletter!
Step 2: Travel Insurance
We
strongly recommend adding Travel Insurance to your reservation
Protect yourself before you go against cancellation penalties and other
non-refundable fees if your plans change unexpectedlySleep better when you
get there knowing you have up to $25,in Emergency Medical and Dental
coverage(learn more)
Yes,
I want to add travel insurance to this booking for a cost of
Total with insurance: $
Initials: I
have read and agree to abide by the terms and conditions
and privacy policy
Book My Hotel Now
Your Trip Summary
Room Cost:$(per night)
Nights:
Rooms:
Room Subtotal:$
Taxes and Fees:$
Total Charges:$USD
Important Information
Rate Description:
Websaver - Full
pre-payment required upon booking
Special Promotion:
Special
Discount off
Negotiated
Specials may be limited to certain dates and subject to availability
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
Guarantee Policy:
Reservation is
guaranteed for arrival on the confirmed chedate onlyIf you don't
cheto the hotel on 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
Your credit
card is charged the total cost above at time of purchasePrices and room
availability are not guaranteed until full payment is received
All rooms are
booked for double occupancy (i.eadults) and
accommodations for more than two adults are not guaranteed
The reservation
holder must years of age or older and present a valid photo ID and credit
card at check-inThe credit card is required for any mandatory fees as well as
any additional hotel incidental charges such as parking, phone calls, or
minibar charges that are not included in the room rate
Secured by GeoTrust, PROTECTED BY
SSL
***t IncTerms and Conditions
Initial Here:

"Times New Roman"" lang="EN">Important Information About Your Hotel
This confirms
that Request Number *** for your hotel reservation has been
cancelled as of 06/30/at 12:PMPriceline has processed the refund to
your credit or debit cardYou can expect to see it posted to your card within
business daysA summary of all charges related to this order is shown below
Please note that Name Your Own Price? hotel rooms purchased through priceline are non-cancellable and
non-changeableThis is a one-time only refund which has been granted based on
the extenuating circumstances relating to your hotel request
Total Original Cost
(including taxes and fees)
$
($ 897.57)
$
Hotel Cancellation Fee
$
$
$
Total Charges
to Credit Card:
$
Refunds and charges may appear on your credit card
statement in a different order than shown above, and the values may be
differentHowever, the total charges which you will be responsible for on your
credit card will be equal to the "Total Charges to Credit Card"
amount shown abovePlease allow a full billing cycle to pass for all refunds
to be processedIf you need any further assistance please send us an email by clicking hereWe would be happy to assist you in
any way we can
3-star
hotel in the *** *** *** area
Check In: Fri, Jul 10,
Check Out: Mon, Jul 13,
Rooms: room for
nights
Your Bid: $per
room/night
Taxes & Fees: $
Room Total: $
Have a promo code?
Guest Info (Room 1)
***
Billing Info
***
*** *** ***
***
***
***
Credit Card Info
XXXXXXXXXXXXXXXX
Expiration Date and Security Code
IMPORTANT INFO PAGE
View taxes, f ees & cancellation
policy ?
Guest name and billing name are the same
Sign in for faster checkout!
United States
Send me email deals
continue
T
axes and Fees
Amount: $
Prices are in USD
Cancel
Policy
This rate cannot be cancelled, changed or transferred
Refunds are not allowed
About -Star Hotels
About Taxes and Fees
Important Information
Terms & Conditions
Privacy Policy
TERMS AND CONDITIONS PAGE
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
guaranteed
Reservation is guaranteed for arrival on the confirmed che
date 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 arrival
Check-out time varies by hotel
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 requested
The 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 allowed
If your offer is not accepted, your
credit card 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
I have read, accept, and agree to abide by
priceline.com's terms and conditions and privacy
policy
Initial Here to Accept **

Dear *** ***
Thank you
for contacting us regarding your reservation at the *** *** booked
under Trip Number 1***
class="MsoNormal">
We are
writing to let you know that we have received your Revdex.com concerns in our
Executive OfficesWe understand you would like a refund for one of the two
reservations booked
Upon
review of your first offer for the 22nd, we confirmed that the accepted
status of your reservation was viewed multiple times prior to purchasing the second
reservationThe cancellation policies associated with your reservations are
provided below:
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
We are
truly unable to offer a refund or change to your reservation as requestedYour
request is non-changeable, non-refundable and non-transferable
I know you
expect a different answer; however, there are no other options that I can offer
due to the restriction of your selected reservations
Sincerely,
Teddi
C***
Executive
Offices

Complaint: ***
I am rejecting this response because:the amount of time provided by Priceline Incto cancel a hotel reservation
is deceptive and unreasonableI want a full refund of the money I expended this
company in addition compensation for extreme inconvenience.
Sincerely,
*** ***

Dear *** ***
Thank you for taking the time to contact us regarding your reservation with *** Rent a Car for Trip Number ***
This is regarding your request for a partial refund of your purchased Collision Damage Insurance
After careful review of your concern, we decided to process a partial refund of your purchased insuranceThe refund will be based on the unused days of your rentalBased on Budget's record, you picked up your reservation on February 7, at 12:p.mYou returned the vehicle on February 15, at 3:p.mRental car reservations are charged per hour time blockThe time the vehicle was returned resulted in an additional rental dayThis means that you have a 9-day rental
Collision Insurance (per day): $9.00Unused rental days: days (number of days booked - days used)
Refund: $(days x $9.00)
We forwarded a refund request for the amount of $This will go through a review processYou will be advised of the outcome of the review within daysOnce the refund has been approved, it will be processed through our system within one business dayThe refund will be processed back to the card used in booking the reservationYou will be receiving email messages from us with updates of the refund request
We apologize for any inconvenience and thank you for giving us the opportunity to assist you
Sincerely,
*** ***Executive Offices
Read More Customer Complaints:
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