Priceline.com

Dear Ms. [redacted],
Roman">
 
We wanted to take this time to contact you in regards to
your hotel reservation at the [redacted] Hotel And Suites
booked under Trip Number [redacted].
 
We are writing to let you know that we have received your
Revdex.com concern in our Executive Offices. As we understand, you
cancelled your reservation with the hotel directly, however, you were still
charged for the room. Our records also indicate that you disputed the
transaction with your credit card company.
Since you have cancelled your reservation directly with
the hotel,  you must contact the property
directly concerning any cancelation or refund requests communicated with them
directly. You can reach them at [redacted]. 
We also verified that the hotel is currently closed and will reopen on
January 2, 2015.
 
Please be advised that you were provided the option to
cancel your reservation online on your itinerary page or, contact our customer
care department before noon on Thursday, August 21st (local hotel time), and
have confirmed that the reservation was not cancelled via these options.
 
We apologize for the inconvenience and we thank you for
your time.
 
Sincerely,
 
[redacted]
Executive Offices

Dear Y[redacted]
 
Thank you for taking the time to contact us regarding
your airline reservation for Trip Number [redacted]
class="MsoPlainText"> 
We are writing to let you know that we received your
Revdex.com concern in our Executive Offices. We understand that you
are asking that we apply the Best Price Guarantee to your reservation. We are
sorry; however, your reservation no longer qualifies for our Best Price
Guarantee. We displayed on our website the Terms and Conditions of the
guarantee. As stated:
 
   "With
[redacted]l? or Name Your Own Price you have up until midnight the day
before you travel to contact us. For all other bookings contact us within 24
hours of booking to initiate your claim."
 
With your reservation, filing for a Best Price Guarantee
claim can only be done within 24 hours of purchase.
 
We are sorry we did not provide you the answers you were
looking for and thank you for your time.
 
Sincerely,
 
Berna A[redacted]
Executive Offices

Hi. Please see the response that we have sent to our customer. 
 
Dear [redacted]
 
size="3" face="Calibri">Thank you for taking the time to contact us regarding your hotel reservation at the [redacted]a 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.
 
We apologize for the confusion. Our records show that the rate you purchased is non-changeable, non-cancelable and non-refundable. Because of this, your new add nights request (October 30-31, 2016) will be booked as a separate request and your original reservation remains unchanged. In rare cases, the hotel may require you to move rooms. This information was presented to you prior to booking the 2nd night, Trip Number [redacted]. We are unable to provide compensation or refund.
 
However, we have contacted the Adam's Mark Buffalo Niagara on your behalf and verified that you may stay in the same room for both nights, but as part of their process, you still need to approach the front desk to check out on your 1st night reservation and check in on the 2nd night booking. 
 
We are sorry we did not provide you the answers you were looking for and I hope you find my reply helpful.
 
Sincerely,
 
[redacted]
Executive Offices

Complaint: 10015354
I am rejecting this response because:
Priceline needs to review the emails that we received. Do you need me to send them? Clearly our FIRST bid was accepted and charged, we then received an email that it was denied...... We resubmitted the bid per the email and we did that and recharged us twice.  Why would we bid twice??.. 
Is this normal practice for Priceline to rip customers off.  I apoplogize but we are not accepting an oops sorry from Priceline.
You took our money. I will be happy to send the emails that have the directions that we followed.
Sincerely,
Joellyn Gomez

RevDex.com, Inc.
We are 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 non-refundable, non-changeable terms
and conditions of the purchase, including the following:
·       
All rooms accommodate two guests. Special
needs, bed type or other requests
are at the discretion of the confirmed hotel. Please contact the hotel directly
for availability.
We appreciate the
opportunity to clarify.
Sincerely,
N
D’Angelo
priceline.com
This
contract for request number
[redacted]49 was originally initialed on 2013-09-18 16:48:47

Please Review Your
Request


















































4 Star Deluxe Hotel


Which hotel will I get?




Check-In Date:




Friday, October
11, 2013Check-in is
guaranteed for this date only




Check-Out Date:




Sunday, October
13, 2013




Region




New York City




City Areas:




Central Park South
Chelsea Area
Midtown West
SoHo - Tribeca
Times Square - Theatre District




Check-In Time:




Guaranteed late night arrival




Check-Out Time:




Check-out times vary by hotel




Room 1:




Heather Elliott




Number of Rooms:




1




Guaranteed Amenities:




Guest Score 7/10 or Higher




Number of Nights:




2













































Offer Price Per Room, Per Night:




$280.00










Travel
Insurance:




$10.00






Subtotal:




$560.00





Taxes and Service Fees:




$122.06





Priceline Hotel Coupon:


-$0.00




Total Charges*:




$682.06




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 $5.00 per room per night. Details.









*Prices are in US dollars.


Important Information


These amazing deals cannot be refunded or changed. Full
payment is required upon booking.


Your reservation will be confirmed in a star or higher
hotel in your selected area and may not be one that you saw during a previous
search. Only Amenities listed above are guaranteed.


The reservation holder must present a valid photo ID and
credit card at check-in. The hotel may charge you for mandatory (e.g. resort)
fees or incidentals (e.g. parking). These charges are not included in your offer price.


All rooms accommodate two guests. Special needs, bed
type or other requests are at the discretion of
the confirmed hotel. Please contact the hotel directly for availability.


Special Requests


All special needs and
requests must be arranged directly with the confirmed hotel and are at the
hotel's discretion. Priceline will provide you with the hotel's contact
information. Since Priceline has no control over which room a hotel will
assign to you, Priceline cannot accommodate special requests in advance of
your booking and cannot guarantee that special requests will be met.


A Name Your Own Price
reservation cannot be changed, canceled or modified on the basis that a
special request was not met.


Rooms reserved through priceline are guaranteed to
accommodate up to 2 guests comfortably. Some hotels may charge an
additional fee, payable at the front desk, for bedding requests and/or extra
people. All bedding requests are based on hotel availability and are at the
discretion of the hotel. Rooms may have:


·  1 Double Bed


·  1 King Bed


·  1 Queen Bed


·  2 Double Beds


·  2 Twin Beds


Accommodations for additional guests or requests for specific bed types must be made
directly with the confirmed hotel and are not guaranteed by priceline.


Priceline requests
non-smoking rooms; however, room assignments are based on hotel availability
and are at the hotel's discretion. If you require either a non-smoking room
or a smoking room, contact your confirmed hotel directly. Priceline cannot
guarantee a non-smoking or smoking room.


Requests for specific
room locations (i.e., connecting, high floor, view, away from elevator etc.)
should be made directly with your confirmed hotel. While your hotel will do
its best to accommodate you, priceline cannot guarantee that special requests
can be met.


For specific room type
or bed type requests, try our Published Price or Express Deals options.





For security reasons, and to indicate that you have
reviewed your request, please initial below. Remember 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 Coverage. I have read, accept and agree to
abide by priceline.com's terms and conditions and privacy policy.

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. Please note that this matter refers to a
[redacted].com purchase. The consumer’s hotel room booking was purchased directly with
Booking.com. For any assistance related to Booking.com purchases, please contact
[redacted].com at the following contacts.
 
[redacted]
CS Operations Manager
 
[redacted].com Customer Service
Center (USA) Inc.
[redacted]
[redacted]
U.S. Direct [redacted]
Fax: [redacted]
Website: [redacted]
 
 
Sincerely,
[redacted]
Priceline.com

Dear Ms. Janak,
Thank you for contacting us regarding your airline ticket purchase under
Trip Number...

[redacted]
We thank you for your patience while we research this matter for you. We have
been in contact with American Airline and are currently making attempts to resolve
this issue for you. We hope to be in contact with you in 3 to 5 business days
with a resolution.
We apologize for any inconvenience and thank you for your patience while
resolving this issue.
Sincerely,
N Dangelo
Priceline.com

Complaint: [redacted]
Confirmation Number [redacted];
email I used to made the purchase: [redacted]
Please forward this info to the PriceLine
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
The information that Price line provided from their own website does not indicate that the bedding type for the room may incur additional charges. That language is not on the website but rather is being added by them in their own defense since I have complained. Additionally, the language that is on their website states that the reservation cannot be canceled. How then do they justify canceling the reservation without notifying me and still requiring me to pay for a hotel stay that I was unable to use since they canceled it? It seems to me that they can't have it both ways. Either the reservation can't be canceled and they charge me for the reservation because it was not canceled and there for available for my use, or the reservation can be canceled (which in this case you hey did with no charge to them from the hotel) and I am entitled to a full refund.
Sincerely,
[redacted]

RevDex.com, Inc.
The
consumer contacted priceline on August 9, 2014 requesting to the cancel the reservation,
Our
documented case history confirms that the consumer was reminded of the cancel
policy listed on his/her initialed contact page indicating that if you decide to cancel your
reservation anytime between noon on Wednesday, August 6th and noon on Saturday,
August 9th (local hotel time), the hotel requires payment for the first night's
stay.
 As noted on the consumer’s initialed contract
page attached below the following cancelation policy applies and according to
that policy no refund is due.
·       
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, August 6th (local hotel time). If you decide
to cancel your reservation anytime between noon on Wednesday, August 6th and noon
on Saturday, August 9th (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, August 9th).
We
appreciate the opportunity to clarify
Sincerely,
[redacted]
Priceline.com
This contract for request number [redacted] was originally
initialed on 2014-08-09 00:58:35










Please verify the following
information to continue with your request.




Please enter and re-type
your e-mail address to ensure that we have your correct e-mail address





[redacted]
[redacted]
[redacted]





Check-In: Sat, Aug 9, 2014
Check-Out: Sun, Aug 10, 2014
Nights: 1 Nights
Rooms: 1 Room


Room
Type: King Bed + Sofabed - Nonsmoking
Studio Suite - Free Wifi, Full Kitchen


Hotel
Freebies:


Free breakfast, free internet in
room and free parking





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.





















Room 1




[redacted]
[redacted]
[redacted]






Summary of Charges





























Room Cost:


avg. per room, per night




$109.00




Rooms:




1




Nights:




1




Room Subtotal:




$109.00




Taxes & Fees :




$11.69


We've chopped fees on this
hotel.




Total Charges:
prices are in U.S. dollars




$120.69


Best Price Guarantee on this
hotel




Mandatory
fee of is collected at the hotel.







Important Information











































•




Room Description: Studio Suite Ns Studio Suite:King Bed:Living Area With
Sofa-Sleeper:Full Kitchen:Free Wifi




•




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




•




Hotel Freebies Details:


Free breakfast, free internet in
room and free parking




•




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, August 6th
(local hotel time). If you decide to cancel your reservation anytime
between noon on Wednesday, August 6th and noon on Saturday, August 9th
(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,
August 9th).




•




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: Pet Policy - 1-6 nights, a 75 non-refundable fee; 7-30
nights, a 75 non-refundable plus a 100. cleaning fee will be administered
-inclusive of taxes. Max. 2 pets per rm, weight limit is 50 lbs or less for
1 pet or max. 75 lbs for 2 pets. Fees are in USD




•




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.




























I[redacted]




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

Dear [redacted],

face="Calibri"> 
Thank you for taking the time to contact us regarding your rental car reservation with [redacted] for 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 you have issues with this rental car reservation.
 
Pricing and availability are under constant change. This is the reason why we offer our Best Price Guarantee, which applies to every Air, Hotel, Rental Car, Cruise and Vacation Package sold on priceline.com. If you find a lower price for the same itinerary, we'll refund 100% of the difference. If you book your reservation via the Express Deal option, we'll refund 200% of the difference. Call us within 24 hours of booking on priceline.com to initiate your claim or up until midnight the day before travel if you purchase an Express Deal or Name Your Own Price?
reservation. The lower price, including taxes and fees, must be available to the general public for booking on a website in the same currency, using the same form of payment and from the same point of sale as your original reservation when you call us. The lower price must be an exact match to the itinerary booked on priceline.com, including offering of a comparable cancellation policy. Additional restrictions apply.
 
In addition, the savings are based on the rental car partner?s published retail price on our site. Therefore, we are unable to offer a refund based on the rates you found on [redacted]?s website. However, we have sent a separate email that contains a Priceline Rental Car Coupon.
When you are ready to redeem the coupon, please click the link inside of the email and please make sure to review the terms and conditions carefully.
 
We are sorry we did not provide you the answers you were looking for and we thank you for your time. 
 
Sincerely,
 
Jenn H.
Executive Offices

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
There are only 2 adults in the room, but we want separate beds. There is a false assumption that a room for 2 means they want to sleep together. I will not be using priceline ever again due to this poor policy and lack of clarity during the process and inflexibility to make it right with your customers. I will also make sure everyone I know or come in contact with knows about your lack of customer service and inflexible policies. They are much better off making reservations elsewhere. Thank you for educating me on the state of your company.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Dear Ms. [redacted],
I just called Revdex.com (CT) and your colleague suggested that I write to you directly.
I am writing in reference to complaint ID [redacted] (to Priceline, regarding the refund of 1 [redacted]line ticket).
I would like to say that I accept the company's message, but that the issue is not yet resolved.  According to Ms. Berna A[redacted]'s message below, it will take ca. 2 weeks for [redacted]ways to reply.
I would ask that the file on this case remain open in the meantime, pending the response from Priceline.
I am glad that Priceline is finally addressing this issue, due to your intervention.  I tried several times to have them resolve this, but neither Priceline nor [redacted] was interested in helping me.
 
Thank you very much for your assistance.
 
Sincerely,
 
[redacted]
 
 
 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. They have emailed me to let me know a check for $194.00 is coming in the mail in the next 15 business days. 
Sincerely,
[redacted]

This is the same response priceline sent me via e mail, almost like they just copied and pasted it. Anyway, my bank was able to open an over charge against them and  I will get the refund that way. 
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
It is my understanding that Priceline owns [redacted] in the United States of America and as such I have no option but to place this complaint toward Priceline.  When I search the Revdex.com for [redacted] I am not able to find a listing. I would ask that the Revdex.com step forward to help resolve this issue: Do I have a right to send this complaint to Priceline for [redacted]?
Sincerely,[redacted]

Complaint: 10030815
I am rejecting this response because:they can not cancel a reservation already confirmed. That is just like a contract. Just because they admitted an error or mistake. An offer to me before was to contact the hotel directly for an discount. I rejected this solution because I did not book directly with the hotel. This reservation was solely with [redacted]. ex:if I booking a reservation with no refund by mistake? Would you refund my money and cancel the reservation? I think no,no,no..therefore,if you make an error,you have to accept it and compensate the party involved.
As for my record booking with [redacted] for pass 3 years. Your company offer free cancellation just like many other booking website.in addition,you company offer competitive pricing. 
As far as internet posting, I have search internet and have found alot of unsatisfied customers that post complaints about your corporation. 
Finally, when I book these reservations,I think this was a great promotion . But later on was cancelled by your company because of error..sorry I can not accept that as a solution.as I mention earlier,if I make an error booking non-refundable reservation? Can I get my money back just give you a reason it was an error?? I don't think so. Anyway,so far your company is not take this matter important. You already admitted the mistake or error, and no solution or compensation was offer. I guest customer complaints posted on the internet was right about your company.Offer an solution and go on.. 
Sincerely,
Kenny Eng

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 the consumer, he called priceline on several occasions
and was unable to contact or reach a priceline representative in order to
cancel the reservation.
Please note that priceline customer service is available 24/7, and
when a consumer contacts our 800 number and enters his/her trip number, it
links the call to his/her request/purchase.
Our documented case history confirms that no attempts were made to
access the consumer’s purchase, trip number [redacted]82.
We are unable
to assist the consumer any further in this situation.
Sincerely,
[redacted]
priceline.com

Dear [redacted],
 
Thank you for taking the time to contact us regarding
your reservation with United Airlines for Trip Number [redacted].
class="MsoPlainText"> 
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 refund of the return portion of your tickets since you were
unable to use it. You believed that your return flight was to depart on Sunday
at 3:17 p.m. You are also requesting a refund of the rental car you booked as
an alternate means to return to Los Angeles.
 
We are sorry; however, we are unable to offer the refund
you are requesting. As stated on your contract, the reservation is
non-refundable, non-transferable and non-changeable. After careful review of
your records, we verified that from the time your reservation was confirmed,
until the actual travel, we sent you a confirmation with the same itinerary. On
April 2, 2016, we sent you a confirmation of the reservation. The return flight
with United Airlines was scheduled to leave San Francisco on Sunday, April 10,
2016 at 8:33 a.m. The same information was sent to you on April 5, 2016, when
our system sent a reminder of your travel. Also, we verified that the airline
made no changes to your itinerary.
 
We are sorry we did not provide you the answers you were
looking for and we thank you for your time.
 
Sincerely,
 
Berna A[redacted]