Priceline.com

Complaint: 9964740
I am rejecting this response because:
Typical of big business, I am a consumer that made an error and am acknowledging that fact.  All I asked was for some assistance in an error that I made due to a work conflict.  I respect Priceline's right to refuse to help, however, it would have been greatly appreciated.  Fair enough. 
Thanks for nothing Priceline.  Hope this hard line stance was worth your time.
Sincerely,
Nikome Petrin

We
are in receipt of the complaint initiated by the above-mentioned consumer and
appreciate the...

opportunity to respond. According to the consumer he/she was
unable to contact priceline until after the check-in date.

·       
Desired
Settlement




·       
“I am simply requesting a refund
of $84.47, which is what I was charged for a hotel room that I didn't stay
in.”



Our documented
case history confirms that the consumer’s first contact with priceline was on
Tuesday, April 29, 2014, at 2:34:18 PM ET, when the consumer first contacted
priceline requesting a refund for her April 26th hotel room
reservation.
Attached hereto is a copy of the consumer’s initialed contract
page authorizing the terms and conditions of the purchase, including the
following cancel policy:
Cancel Policy: Priceline will not charge you a change or cancel fee,
however this hotel has the following cancellation policy: For the room type
you've selected, you can cancel your reservation for a full refund up until
noon on Friday, April 25th (local hotel time). If you decide to cancel your
reservation anytime between noon on Friday, April 25th and noon on Saturday,
April 26th (local hotel time), the hotel requires payment for the first night's
stay. You will be charged for the first night's stay including taxes and fees.
Any remaining amount will be refunded to you. Refunds or cancellations are not available after noon local hotel time
on your day of arrival (Saturday, April 26th).  

The following
correspondence was sent to the consumer addressing this matter.





Dear Benjamin,
 After reviewing our records, we found
that your reservation booked at the Super 8 Motel - Superior is active in our
system.
When you missed your scheduled check-in date, your confirmed hotel most
likely considered you a "no show" and released your room(s). This
is standard hotel procedures, and your reservation is now non-refundable. The
terms and conditions of your cancellation policy were outlined during the
request process, and we are not able to issue a refund.
We apologize for the inconvenience.
Sincerely,
Sandip T.
Customer Service Specialist





This contract for request number [redacted]83 was originally
initialed on 2014-04-24 10:12:31











Super 8 Motel - Superior








4901 E 2Nd St.
[redacted] 54880





Check-In: Sat, Apr 26, 2014Check-Out: Sun, Apr 27, 2014Nights: 1 NightsRooms: 1 Room


Room1: Benjamin D Karch


Room Type: 1 Queen Bed Non-Smoking Room With Free Breakfast, Free
Wi-Fi, Refrigerator And Coffee Maker


FREE Cancellation:


until 12:00 PM on 04/25/2014






Hotel Freebies:


Free breakfast and free internet
in room





Summary of Charges





























Room Cost:


avg. per room, per night




$75.51




Rooms:




1




Nights:




1




Room Subtotal:




$75.51




Taxes & Fees :




$8.96


We've chopped fees on this
hotel.




Total Charges:
prices are in U.S. dollars




$84.47


Best Price Guarantee on this
hotel




Mandatory
fee of is collected at the hotel.







Important
Information



































•




Rate Description: Websaver - Full pre-payment required upon booking




•




Hotel Freebies Details:


Free breakfast and free
internet in room




•




Cancel Policy: Priceline will not charge you a change or cancel fee,
however this hotel has the following cancellation policy: For the room
type you've selected, you can cancel your reservation for a full refund
up until noon on Friday, April 25th (local hotel time). If you
decide to cancel your reservation anytime between noon on Friday, April
25th and noon on Saturday, April 26th (local hotel time), the hotel requires
payment for the first night's stay. You will be charged for
the first night's stay including taxes and fees. Any remaining amount
will be refunded to you. Refunds or cancellations
are not available after noon local hotel time on your day of arrival (Saturday,
April 26th).




•




Guarantee Policy: Reservation is guaranteed for arrival on the
confirmed check-in date only. If you don't check-in to 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 purchase. Prices and room availability
are not guaranteed until full payment is received.


Your
PayPal account is charged the total cost above at time of purchase.
Prices and room availability are not guaranteed until full payment is
received.




•




All rooms are booked for double occupancy
(i.e. 2 adults) and accommodations for more than two adults are not
guaranteed.




•




The reservation holder must
present a valid photo ID and credit card at check-in. The 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
checkout. These charges
may be mandatory (e.g., resort fees) or optional (parking, phone calls or
minibar charges) and are not included in the room rate.




























Initial Here:








I have read and agree to abide by the Terms and
conditions and privacy policy.

Complaint: [redacted]
I am rejecting this response because:
Even though the company does have verbiage on the site that they think is sufficient it is not.  It is STILL misleading because #1 you feel like you are getting the best price when you book this way.  The hotel offered a much lower price when booking directly over the phone with them and offered me two beds as I needed.  #2 when they say you can contact the hotel (even though its not guaranteed by priceline) they make you feel like the hotels will be open to this.  When in fact the hotels are not at all willing to change your reservation with out charging a fee.  So you will be paying a fee FOR SURE not maybe.  Also and this is the most important point PRICE LINE DOES NOT CARE IF YOU HAVE MADE A MISTAKE.  THEY HAVE A ZERO CUSTOMER SERVICE POLICY.  IF YOU HAVE MADE AN ERROR THEY REFUSE TO DO ANYTHING ABOUT IT EVEN THOUGH I WAS WILLING TO BOOK THE ROOM THROUGH THEM IF THEY HELPED ME AMEND MY MISTAKE.  THEY JUST SAY NO, SORRY, HAVE A NICE DAY THANKS FOR THE MONEY, YOUR SCREWED.  This is unacceptable customer service and an unacceptable policy. I am sure if enough people figured it out there would be a GIANT class action lawsuit out there that the people would win.  The facts are even though they think its clear and conspicuous its NOT because normal people like me who book travel all the time didn't get it.  I was confused.  I made a mistake.  Priceline does not care they are already paid.  they just tell you to have a nice day. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
This is the 2nd page of the request.  If priceline will provide the page where I selected the 3 1/2 Star Hotel... which is the page prior to the one listed. 
I clearly marked 3 1/2 star so I missed this star level listed on the 2nd page because I select 3 1/2 star on the first page.
Sincerely,
[redacted]

I have received
the consumer’s additional comments. As you requested, I have again reviewed
this matter to see if we overlooked anything that might support a more
favorable conclusion. Unfortunately, there
is nothing we can add to what has already been stated in our previous correspondence.  The following was sent to the consumer addressing this matter I am sorry that we
are unable to assist the consumer any further in this situation.
[redacted]
 
We are writing you today regarding your reservation at
the [redacted]
 
I am writing to let you know that we have received your
Revdex.com concern in our Executive Offices.
 
I understand that you would like to be refunded for this
unused reservation. I have called the hotel to discuss your request; however,
Sarolyn Front Desk Clerk advised me that you decided to use the room.
According to her, they were able to provide you a pet
friendly room. She also advised that although they initially charged you their
pet fee per room, they decided to refund the said amount.
 
I truly wish I can; however, since the reservation was
used, we cannot offer any refund or compensation.
 
I know you expect a different answer; however, there are
no other options that I can offer because of the restrictions.
 
Sincerely,
 
Christine Maquilla
Executive Offices

Dear Mr. [redacted],
Roman">
 
We contacting you today regarding your reservation with
[redacted] Rent-A-Car booked under Trip Number [redacted].
 
We are writing to let you know that we have received your
Revdex.com concern in our Executive Offices. We understand that the
rental counter is not at the airport and they had no mid size cars available
when you arrived at the rental counter.
 
We reviewed your reservation and verified that the
location you selected is not at the airport. We provided the rental counter's
address on your contract page that you reviewed and initialed prior to booking.
We also stated on your confirmation email that the vehicle will be picked up at
[redacted]. We also advised on your confirmation email that you
need to contact [redacted] Rent-A-Car directly for any questions regarding your
reservation and provided their phone number.
 
The reservation that you purchased is payable directly to
the rental car company and they only charge your card when the car is picked
up. If there's no cars available, you will have to rent a vehicle from another
company. We apologize; however, we will be unable to process a refund for your
reservation.
 
For your reference, we sent a copy of your contract page
on a separate email.
 
We apologize for any inconvenience and we thank you for
your time.
 
Sincerely,
 
[redacted]
Executive Offices

NO MORE PRICELINE!!!
I was trying to bid my hotel couple times with my priceline app on iphone and it kept failed
and they gave me other option (express deal) which I didn't like..
so I turned off my app from my phone
when I get back to priceline app to make another bid I found I had reservation already that I didn't agree with
I called customer service and Rep kept told me that it is not refundable..
It was system error for sure but they don't listen.
be careful when you use priceline app.. make sure use go back button when you don't want it.
if you just click home button it may have same issue like me
If I had to pay that much money I rather go with other hotel instead.
it extortion me to use this hotel without my agreement

[redacted] border-box; font-family: Verdana; font-size: 12px; line-height: 17.1429px; background-color: rgb(224, 231, 247);">Thank you for taking the time to contact us regarding your vacation package reservation for Trip Number [redacted]We are writing to let you know that we received your Revdex.com concern in our Executive Offices.We thank you for your patience while we research this booking for you. We have been in contact with the <name of hotel> and are currently making attempts to resolve this issue for you. We hope to be in contact with you in 1 to 2 business days with a resolution.We look forward to resolving your issue.Sincerely,[redacted]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 conclusion. According to the consumer, he/she did not
authorize the purchase. Our documented case history confirms that the consumer selected
and entered the vacation package purchase details, initialed the contract page on
03-09-15 at 01:05:33 AM and
then proceeded to click the BUY
option. Our record further indicates that consumer also immediately viewed/accessed
the accept page on 03/09/2015 at 01:06:07 AM, immediately
after submitting the purchase. We are sorry that we are unable to assist the
consumer any further in this situation.
Sincerely,
[redacted]
priceline.com

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
conclusion. Unfortunately, there is nothing we can add to what has already been
stated in our previous correspondence. Our documented history confirms that no
refund was offered by Priceline, to the consumer, as claimed. The consumer’s selected
purchase is non-refundable and we are sorry that we are unable to assist the
consumer any further in this situation.
Sincerely,
[redacted]
priceline.com
This contract for request number [redacted] was originally initialled on Sat May
24 12:54:00 EDT 2014

Trip Summary for [redacted]


Name must match photo ID. Please verify spelling and edit name
if necessary.










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Departing Flight Information - Thursday, October 2, 2014







(operated
by SkyWest Airlines as American Eagle)
Flight 2634
0h 45m, 67 mi




 

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ctronic





Summary of Charges

Airline
Ticket Cost:




$308.00
per ticket







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Protection


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is a smart decision!


See Details





Airline
Ticket Taxes & Fees:




$42.50
per ticket




Airline
Ticket Trip Protection:




Declined+ Add now Recommended!




Number
of Tickets:




1





Airline
Ticket Delivery:




$0.00
(Electronic Ticket)




Airfare Subtotal:




$350.50




Total Trip Cost:
(All prices are in US dollars)




$350.50This is the BEST PRICE for these flights GUARANTEED!




Baggage fees
are not included in your trip cost.



Important Information






















•




Change
penalties/restrictions apply. Please read the important fare rules and restrictions.




•




Fares are not guaranteed until purchased.




•




If you do not take your outbound flight, the airlines
will automatically cancel the remainder of your reservation. No refunds
will be granted for the unused portion of your trip.




•




You will be issued electronic tickets. Remember to bring
a valid government-issued photo ID with you to
check-in.














[redacted]
**





I have read, accept and
agree to abide by Priceline.com's terms and conditions and privacy policy.

According
to the consumer, the $50 credit card bonus was not applied to the reservation
as...

expected.
 In accordance with the terms and conditions of
the credit card offer, the $50 bonus is provided in a form of a credit in the consumer’s
billing statement. The consumer will receive a $50 credit in the [redacted] statement
summary. The consumer may contact [redacted] Customer Service Team directly at
[redacted] ([redacted] outside the U.S.) for any further assistance.
I hope you find this information helpful and we
appreciate the opportunity to clarify this matter.
 
Sincerely,
[redacted]
priceline.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]nd find that this resolution is not satisfactory to me, but no one seems to care about resolving this so I guess I have to let it go.
What Priceline responded with was not completely true. I did not refuse to have them contact my credit card company - in fact I called back and was told by one of their representatives repeatedly that there was no charge to my account and when I explained that I had been asked to call back and do a conference call with my credit card company, she just ignored me. I have asked my credit card company to dispute the charge so they will be taking it from here, and I told the escalation contact at Priceline the same thing. They have been wasting my time asking me for proof repeatedly even through it has been provided to them. They do not care about customer service and I would like that to be noted so they make some improvements to their process moving forward. I hope other customers do not have to deal with a situation like this in the future.
Sincerely,
[redacted]

Dear [redacted],Thank you for patience while we researched your issue with
[redacted]We contacted the
hotel, spoke with [redacted] (Front Desk Supervisor) and addressed your concern. The
hotel has informed that they were able to locate your...

reservation and the
reservation was indeed considered a "no-show".Eventually, the check-in
date passed away, the reservation was subject to a no-show penalty, which can be
the entire stay. When you missed your scheduled check-in date, the hotel
considered you a "no show" and released your rooms, which is standard procedure.
Your pre-paid reservation at this time is non-refundable. When you selected a
hotel and asked us to book your reservations, we immediately charged the card
you provided in order to lock in your rate and secure your reservations. The
terms of your reservation are outlined on the website on your itinerary page. At
this point, your reservations cannot be changed, canceled or refunded.We
apologize for any inconvenience and thank you for your patience while resolving
this issue.Sincerely,Prashant M.Customer Service
Specialist This
checkout page for trip number [redacted] was submitted on 2015-03-06
11:16:21
[redacted]
Check-In: Sat, Mar 7,
2015Check-Out: Sun, Mar 8, 2015
Room Type: King Room
- Booked for double occupancy
Flexible Cancellation
Cancellation Policy Priceline will not charge you a change
or cancel fee, however this hotel has the following cancellation policy: For the
room type you've selected, you can cancel your reservation for a full refund up
until noon on Wednesday, March 4th (local hotel time). If you decide to cancel
your reservation anytime between noon on Wednesday, March 4th and noon on
Saturday, March 7th (local hotel time), the hotel requires payment for the first
night's stay. You will be charged for the first night's stay including taxes and
fees. Any remaining amount will be refunded to you. Refunds or cancellations are
not available after noon local hotel time on your day of arrival (Saturday,
March 7th).

Guest Details
Reservation Name (Age 21 or Older)
Enter the name of the person
checking into the hotel. This person must present a valid photo ID and credit
card at check-in.
Add a password to Manage your Booking
Create Password
(optional)(unknown
type:password)
Summary of Charges
Room Cost:
avg. per room, per night
$239.00
Rooms:
1
Nights:
1
Room Subtotal:
$239.00
Taxes & Fees :
$35.51
We've chopped fees on this hotel.
Total Charges:
prices are in U.S. dollars
$274.51
Best Price Guarantee on this
hotel
Mandatory fee of is collected at the hotel.
I agree to the Booking Conditions, Terms and
Conditions and Privacy Policy by booking this room.
Important Information
Room Description: 1 King Bed Hi Speed 12.95/ Day-In Room
Safe- Workstation Bed-Lux Linens- Full Cable
Rate Description: Websaver - Full pre-payment required upon
booking
Cancel Policy: Priceline will not charge you a change or
cancel fee, however this hotel has the following cancellation policy: For the
room type you've selected, you can cancel your reservation for a full refund up
until noon on Wednesday, March 4th (local hotel time). If you decide to cancel
your reservation anytime between noon on Wednesday, March 4th and noon on
Saturday, March 7th (local hotel time), the hotel requires payment for the first
night's stay. You will be charged for the first night's stay including taxes and
fees. Any remaining amount will be refunded to you. Refunds or cancellations are
not available after noon local hotel time on your day of arrival (Saturday,
March 7th).
Guarantee Policy: Reservation is guaranteed for arrival on the
confirmed check-in date only. If you don't check-in to 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 purchase. Prices and room availability
are not guaranteed until full payment is received.
Your PayPal account is
charged the total cost above at time of purchase. Prices and room availability
are not guaranteed until full payment is received.
Pet Policy: Pets Allowed. 75 LBS Medium. 75.00
Non-Refundable Fee.
All rooms are booked for double occupancy (i.e. 2 adults) and
accommodations for more than two adults are not guaranteed.
The reservation holder must present a valid photo ID and
credit card at check-in. The 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 checkout. These charges may be mandatory (e.g., resort fees) or
optional (parking, phone calls or minibar charges) and are not included in the
room rate.
Initial Here:
I have read and agree to abide by the Terms and conditions and privacy policy.

Dear Mr[redacted]
We are contacting you today regarding your rental car
reservation with Budget Rent a Car for Trip Number [redacted]46.
We are writing to let you know that we received your
Revdex.com concern in our Executive Offices. We understand that
you received an email showing a lower rate for the itinerary you purchased.
We apologize for any inconvenience. The email you received is a promotional
email. In order o qualify for the Best Price Guarantee, it must be found
online, including priceline.com, other rental car reservation sites and
sites operated by the car rental companies. This does not qualify because
this rate was found in an email.
You can read the full details of the Best price
guarantee by pasting the following URL into an internet browser:
[redacted]n
We apologize for the inconvenience and thank you for
your time.
Sincerely,
[redacted]
Executive Offices

Priceline.com discloses...

prior to purchase, that resort fees
are not included in your offer price.
 
Priceline does not collect resort fees. Resort fees are
charged by, and paid directly to the hotel.
 




On each consumers’ contract page (including the contract
page in question), we clearly and conspicuously place the following disclosure
regarding this matter labeled under Important Information.
 
Important Information
 
·       
The 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 checkout.  These charges
may be mandatory (e.g., resort fees) or optional (parking, phone calls or
minibar charges) and are not included in your offer price.
 
The charges
hyper link further discloses the following information.
Hotel Charges
Depending on the property you stay at
you may also be charged (i) certain per person, per room or percentage based
mandatory hotel specific service fees, for example, resort fees (which typically
apply to resort type destinations and, if applicable, may range from $10 to $40
per day), energy surcharges, newspaper delivery fees, in-room safe fees,
tourism fees, or housekeeping fees and/or (ii) certain optional incidental
fees, for example, parking charges, minibar charges, phone calls, room service
and movie rentals, etc. These charges, if applicable, will be payable by you to
the hotel directly at checkout and are not included in your room rate. Please
contact the hotel directly as to whether and which charges or service fees
apply.
These fees are incurred whether the consumer purchases the
hotel room reservation via the priceline.com website, or directly through the
property.
Attached hereto, is a copy of the
consumer’s initialed contract page agreeing to the terms and conditions of the
purchase.
 
 
 
 
This
checkout page for trip number [redacted] was submitted on 2015-03-28 23:41:51
$24 per night
3 Star Hotel in [redacted] Area for $24/night
This deal saves 32% or more compared to
similar hotels*
Not what you're looking for? See more Express Deals.
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Area:

With its ever-growing variety of
popular casinos and hotels, this neighborhood is fast becoming known as
""[redacted]"" Drive up the Boulder... (Click for full
Description)

Star Rating:

What hotel is this?

Guest Score:

Rated
7.0
out of 10 (or higher)

Guaranteed Amenities:


Indoor or Outdoor Pool
Casino
Restaurant
Fitness Center


Free Parking
Free Internet
Business Center


Check In:

Sun May 31, 2015

Check Out:

Mon Jun 1, 2015

Rooms:

All rooms will
accommodate up to 2 adults.

Choose Bed:





















$24
per night

Nonsmoking Room



$24
per night

1 King Or 2 Queen Beds -
Nonsmoking Standard Room



$24
per night

2 Queen Beds


Reservation Names:
age 21 or older

Please enter the name of the
person who will be checking into the hotel. They must present a valid photo
ID and credit card.
Room 1
First:
MI:
Last Name:
 
Room 2
First:
MI:
Last
Name:
 
Room 3
First:
MI:
Last
Name:
 
Room 4
First:
MI:
Last
Name:
 
Room 5
First:
MI:
Last
Name:
 
Room 6
First:
MI:
Last
Name:
 
Room 7
First:
MI:
Last
Name:
 
Room 8
First:
MI:
Last
Name:
 
Room 9
First:
MI:
Last
Name:

[redacted]
 
© 2015
Microsoft Corporation © 2010 NAVTEQ © AND
© 2015
Microsoft Corporation © 2010 NAVTEQ © AND
Your hotel is guaranteed to be in
this areaView a larger map
»
We
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luggage locator services, cash transfers, medical assistance services and
emergency services.
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to purchase Trip Protection for $5.00 per room, per night. View Terms and Conditions
No, thanks. I
prefer to travel without Trip Protection.
Summary
of Charges




























Price per night:

$24

Rooms:

1

Nights:

1

Room Subtotal:

$24.00

Travel Insurance

$0.00 ( DECLINED ) + Add
now Recommended!
(remove)


Taxes & Fees:

$7.40

Priceline Hotel Coupon:


-$0.00


Total Price:
All prices are in U.S. Dollar.

$31.40
31.40
31.40 0.00
Apply
Coupon
Have a coupon code?Apply
This coupon is invalid or has expired

Mandatory fee of is collected at the hotel.
Review
Important Information
All rooms will accommodate up to 2 people. Special requests
(including preferences for smoking or non-smoking rooms) should be
requested through your confirmed hotel and cannot be guaranteed by
Priceline.

Reservation is guaranteed for arrival on the confirmed
check-in date only. If
you do not check-in 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.
The hotel that is booked may or may not be one that you
have seen during a hotel search on priceline. Any sorting or filtering
options previously used will not apply to this request.

Mandatory Fee: This hotel charges an
additional . This fee will be charged to you directly by the hotel.
Mandatory fees are not optional and typically cover items such as resort
fees, energy charges or safe fees. The amount of the charge is subject to
change.
The reservation
holder must present a valid photo ID and credit card at check-in. The
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 checkout. These charges may be mandatory (e.g., resort fees) or optional (parking, phone calls or
minibar charges) and are not included in your per night price.
Hotel rooms reserved through priceline are not eligible
for frequent traveler points, upgrades, vouchers, or other discounts and
incentives.

If your request is accepted,
Priceline will immediately charge your credit card the total cost of your
stay. Rooms purchased through priceline cannot be cancelled, changed or
transferred and refunds are not allowed.
If your request is not accepted, your credit card will not be charged.
Prices are not guaranteed until purchase is complete.
If your request is accepted, Priceline 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 allowed. If
your request is not accepted, your PayPal account will not be charged. Prices
are not guaranteed until purchase is complete.
[redacted] I have
read, accept and agree to abide by priceline.com's terms and conditions and privacy policy.
I have read, accept and agree to abide
by priceline.com's terms and conditions, privacy policy
and the travel insurance Description of Coverage.








CONTRACT_ID:

[redacted]

CONTRACT_NAME:

[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
That the problem my phone bill and the email u sent me is proof that I was trying to contact  you why would I keep call before and I already had my trip# and confomation information

[redacted] Thank you for taking the time to contact us regarding a reservation with [redacted] We are writing to let you know that we...

received your Revdex.com concern in our Executive Offices. We understand that you are requesting a full refund of the reservation because it was not used due to a credit card issue at pick-up. When you book the reservation on our website, we presented a Contract Page with information that, "The driver will be required to present a valid credit or debit card in his/her name for the refundable security deposit." We reviewed your reservation record with the rental car company. They advised that the reservation was used. The vehicle was picked-up on September 18, 2016 at 1:09 p.m. This was returned on October 1, 2016 at 6:47 p.m. We apologize that we are unable to provide a refund for this used reservation. We are sorry we did not provide you the answers you were looking for and we thank you for your time. Sincerely, [redacted] Executive Offices

Hi. Please see the response below we have sent to our customer. Thanks.
 
[redacted]
 
Thank you for taking the time to contact us regarding your hotel reservation at the Ramada Jacksonville Hotel And Conference Center for Trip Number...

[redacted] 
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.
 
Our records show that you requested a 2? Star Moderate-Plus Hotel[redacted] The rate you purchased is non-changeable, non-cancelable and non-refundable. During the booking process, we provide hotel chain examples for illustration of what you may expect when choosing a star level. The website states that the examples shown may encompass hotels that fall under other star levels, which can differ from the star level assigned. There is no guarantee that you will receive any particular brand when selecting a star rating as every hotel is different and not all hotels within a certain chain have the same star level rating.
 
In addition, in order that our customers get more value/higher quality hotel for the exact same price, we book the request into hotels with an equal or higher star level than originally requested. This information was presented to you prior to purchase when you were asked to review your reservation, including the terms associated with cancellations or changes. When you purchased your reservation, you agreed to those terms.
 
Please note that when you requested a 2.5 star hotel, your request was confirmed at the [redacted] And Conference Center, which is a 3 star hotel. However, despite of the restrictions, as a one-time exception, we can cancel this reservation for a refund. Should you wish to cancel this booking, please respond to this email before February 10, 2017. Cancellation or refund may not be available after this date.
 
I hope you find this information helpful and we thank you for your time.
 
Sincerely,
 
[redacted]
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
conclusion. Unfortunately, there is nothing we can add to what has already been
stated in our previous correspondence. 
According
to [redacted], when booking his reservation, free parking was listed as a hotel
freebie. However, upon check-in, he was charged the parking fee. After speaking
with a priceline representative. He is requesting a 20% refund that was offered
by a representative he spoke with.
The
customer’s contract page and amenity list was viewed and free parking was not
included or listed as a freebie. The incorrect information that the agent
provided, (20% refund) was corrected when the consumer was transferred to a supervisor.
Upon review of the issue, the supervisor informed the consumer that the consumer’s
selected reservation did not include free parking and therefore no refund is
due.
The
customer sent an email with information showing free parking was offered to him
at the time of booking. However, the screen shot provided by [redacted] listing
free parking, was for different dates and a different room type at a higher
rate.  The screen shot is not related to [redacted]’s selected purchase.
We are sorry that we are unable to assist [redacted]
any further in this situation.
Sincerely,
[redacted]
priceline.com
Executive
Offices sent to the customer:
Thank you for taking the time to contact us regarding your reservation at the
[redacted] for Request Number [redacted].
We are writing to let you know that we have received your email in our
Executive Offices.
We received your email with the attachment and verified that the itinerary
includes free parking. However, the itinerary you sent is for different dates
and rates. We apologize; however, freebies vary on the dates you booked and
rate that you paid for the reservation. The itinerary you forwarded shows a
total amount of [redacted] which is higher than what you paid for your
reservation. We will be unable to process any refund for your reservation since
free parking was not guaranteed for your reservation.
We apologize for the inconvenience and regret for being unable to assist you.
[redacted]















Dear Mr. [redacted],












Thu Jun 12, 2014
16:22:49 PM ET










Thank you for taking the time to contact us regarding your reservation at the
[redacted] for Request Number [redacted].





We
are writing to let you know that we have received your email in our Executive
Offices.
We apologize; however, the itinerary that you forwarded is for May 30 to June
1, 2012 and your reservation is from May 23- 25, 2014. We understand that the
previous agent advised you a 20% refund; however, we will be unable to process
any refund since free parking is not included on your reservation.
For your reference, we emailed a copy of your contract page separately.
Sincerely,
[redacted]
Executive Offices
Dear Mr. [redacted],
Thank you for taking the time to contact us regarding your reservation at the
[redacted] for Request Number [redacted].
We are writing to let you know that we have received your email in our
Executive Offices.
We checked your reservation and verified that free parking was not included.
Your confirmation email did not guarantee free parking as one of the freebies.
We apologize; however, we will be unable to process any refund for your
reservation.
We apologize for the inconvenience and regret for being unable to assist you.
Sincerely,
[redacted]
Executive Offices

We
are in receipt of the complaint initiated...

by the above-mentioned consumer and
appreciate the opportunity to respond.
 
According
to the consumer, she was unaware that she was purchasing a non-refundable,
non-changeable, Name Your Own Price ® hotel room reservation, and
requests a full refund for the purchase.
 
Priceline offers a variety travel service options, including
reservations that permit cancelations.
 
When selecting a reservation, and prior to purchase, the
consumer is provided with the cancel policy associated with each reservation.
 
In this case the consumer selected a reservation that
provided greater savings and less flexibility.
 
Attached hereto, is a copy of the consumer’s checkout page
authorizing the non-refundable, non-changeable terms and conditions of the selected
purchase.
 
We thank you for the opportunity to address the
consumer’s concerns and we are sorry that the consumer’s
selected purchase is non-refundable and we are unable to further assist the
consumer.
 
Sincerely,
[redacted]
Priceline.com
 
 
 
This
checkout page for trip number [redacted] was submitted on 2014-12-30 10:08:08



Please
Review Your Request













































3½ Star Upscale-Plus Hotel,
Downtown - [redacted] Area
Which hotel will I get?

Check-In Date:

Friday, February
13, 2015

Check-Out Date:

Monday, February
16, 2015

Region

[redacted],**

City Area:

Downtown - [redacted]

Check-In Time:

Varies by hotel. Guaranteed late
night arrival if needed.

Check-Out Time:

Check-out times vary by hotel

Room 1:

[redacted]

Number of Rooms:

1

Number of Nights:

3










 




























Offer Price Per Room, Per Night:

US$ 86.00




Travel Insurance:

US$ 15.00


Subtotal:

US$ 273.00

Taxes and Service Fees:

US$ 62.55

Priceline Hotel Coupon:


-US$ 0.00



Total Charges:

US$ 335.55

Have a coupon code? Apply Apply Coupon Remove Coupon
This coupon is invalid or has expired


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Important Information
All rooms will accommodate up to 2 adults. Requests for bed
types (King, Queen, 2 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
check-in date only. If you do not check-in 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.
If priceline accepts your price, priceline will
book your reservation in a property with an equal or higher star level than
you requested. Please 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 priceline. Any sorting
or filtering options previously used will not apply to this Name Your Own
Price request. Priceline will immediately charge your credit card the total
cost of your stay. Rooms purchased through priceline cannot be cancelled,
changed or transferred and refunds are not allowed. If your offer is not accepted, your credit card will not
be charged. Priceline 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 allowed. If 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-in. The 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 checkout. These 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.
Priceline.com
is unable to facilitate a rebate of Canadian Goods and Services Tax
("GST") for U.S. resident customers booking Canadian hotel
accommodations utilizing the priceline.com service.






Initial Here:  AB

I have read,
accept and agree to abide by priceline.com's terms and conditions, privacy policy
and the travel insurance Description of Coverage. I have read, accept and agree to abide by
priceline.com's terms and conditions and privacy policy.