Priceline.com

Complaint: [redacted]
I am rejecting this response because:
On Monday,
January 20th, Priceline committed to giving me a full refund (minus
the $75 cancellation fee) , and that the money would be deposited back into the account originally charged within one business day. The money has yet to arrive.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
1.  The airlines show "no shows" on all people who do not provide a boarding pass at the gate.  One cannot get to the gate without a boarding pass.  The airlines would not issue a boarding pass due to the reservation errors because of Priceline, which should prove that we did show up to attempt to board our flight.
2.  Arriving two hours in advance of the flight time is a RECOMMENDED flight check in.  It is not a requirement to be issued a boarding pass.  Arriving two hours in advance would not have resolved the reservation error.  The problem lies in the fact that the airline,s nor the [redacted] ticket counter, could correct the error due to the tickets being purchased through Priceline.  Priceline had to make those changes.  Priceline computers were supposedly down for 25 minutes before we contacted them at 6:12am.  We were at the airport prior to 6:12 am, which is the time we were recorded as talking to the [redacted] ticket counter.  Priceline used the excuse of computers being down, until at least 10:35am, when we ultimately gave up contacting them every 20 mintes for resoluction, as that was clearly not going to happen.  Can you imagine a company in the reservation business having computers down for over 4 1/2 hours?
3. [redacted] sent the following letter:
"We have completed our investigation into this matter and have also reviewed the documents in which you provided to us.  The issues that occurred are not as a result of [redacted] but the issues that occurred as a result of Priceline.com.  [redacted] did not alter any arrangements.
Therefore, we regret to inform you that we have found no negligence on behalf of [redacted] for the incident and we will not accept liability or submit any compensation pertaining to this matter on your behalf."
      This also supports our belief that the problem lies with Priceline not properly handeling our return flight reservations.
In addition, I have a spreadsheet, documenting our attempts to board.  That worksheet provides times, whom contact was made to and the results.  That document is attached.   Sincerely,[redacted]

I am in receipt of the...

complaint initiated by the
above-mentioned consumer and appreciate the opportunity to respond. 
 
In this case, the consumer selected a reservation that
provided greater savings and less flexibility.
 
Attached
hereto is a copy of the consumer’s initialed contract page authorizing the
non-refundable, non-changeable terms and conditions of the selected
reservation.







Sincerely,
[redacted]
priceline.com
 
 
This
checkout page for trip number
[redacted] was submitted on 2015-05-02 11:49:02






The [redacted]


Guest Rating: 8.5 / 10
[redacted]
Distances are calculated in a straight line from point to
point4.5 miles from [redacted]
Check-In: Sat, Jul 11, 2015Check-Out: Sun, Jul 19, 2015Nights: 8 NightsRooms: 1 RoomPersons: 2 Adults
Room 1: [redacted]
Room Type: Deluxe Ocean Front; One Bed Requested

Flight
Details
We've Selected a Discount Flight
for this Package. Your exact flight times and airline will be shown to you
after your purchase is complete.



































Departing Flight Information -
Saturday, Jul 11, 2015


details

Departs:
[redacted]
[redacted]
Departs any time between 2pm - 6pm

Arrives:
[redacted]

Airline:
Priceline Partner Airline
- Jet Aircraft
non-stop

Returning Flight Information -
Sunday, Jul 19, 2015


details

Departs:
[redacted]
Departs any time between 6am - 10am

Arrives:
[redacted]

Airline:
Priceline Partner Airline
- Jet Aircraft
non-stop

Passenger and Ticket Information

Passenger 1:

[redacted]

Passenger 2:

[redacted]

Ticket Type:

Electronic Tickets will be
issued for this flight

Summary
of Charges














Room 1:

[redacted]

Nights:

8

Total Price for 2 people
prices are in US dollars

$1824.72 ($912.36/pp)


Important Information


Hotel Cancellation Policy: For the room type and rate that you've selected, you are not
allowed to change or cancel your reservation. If you cancel your room,
you will still be charged for the full reservation amount.
Your hotel reservation is
guaranteed for arrival on the confirmed check-in date.
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.
Requests for special needs (including preferences for
smoking or non-smoking rooms) should be requested through your confirmed
hotel and cannot be guaranteed.
Your tickets will be
round-trip, coach-class tickets issued on one of priceline's package
airlines. Your trip will start between the departure times noted in the
itinerary above, and flights will be scheduled to arrive at your final
destination no later than midnight local time.
You will be issued electronic
tickets for this trip. Remember to bring a valid government issued photo
ID with you to check-in. If you are traveling outside the US you'll
almost always need a passport.
You must fly on the flights
assigned to you. Upgrades and standbys are not available. If you do not
take your outbound flight, the airlines will automatically cancel the
remainder of your reservation. If any part of the ticket is unused it
has no value after ticketed departure time.
This vacation package cannot be changed,
cancelled, transferred or refunded due to our travel
partners' policies.












Initial Here:

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

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.
Although disappointingly their credit of $543.72 was $10 less then my original purchase amount of $553.72, I will accept the offer and can confirm that the credit has posted to my credit card.Sincere thank you to the CT Revdex.com, without whom this resolution would not have been possible.
Sincerely,
[redacted]
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Priceline has not provided any solution yet. They just promised to contact [redacted] for more details.
Recently I have received new message from priceline. See below their message and my response:
Answer from Priceline on Jan31 2014
Dear [redacted],
We have completed researching your issue regarding request #[redacted]
We contacted [redacted] Rent a Car and the rental partner advised us that they provided you the reserved car class and there is no upgrade charge on the rental. Also, your were charged for the third party liability at 15.00 per day and the CDW/TP at 20.00 per day that you accepted at the counter. Both are subject to the airport fee and local taxes. If you need further assistance, please contact the rental partner directly at [redacted].
We thank you for the opportunity to assist you and hope this information is helpful to you.
Sincerely,
The priceline Customer Service Team
Answer to priceline Feb 2, 2014
Hello,
As I mentioned in my previous letter I have reserved standard([redacted], or [redacted] or [redacted]) type of car from priceline. But [redacted] received order from priceline for compact([redacted], or [redacted] or [redacted]) type of car. In addition they([redacted]) told me that there are many cases when customers from [redacted] and** order standard type car from priceline, but [redacted] receives order for compact size car from priceline. See attached Priceline Itinerary for standard([redacted]) size car and receipt from [redacted] for compact size car([redacted]). Please provide compensation as I requested in my previous letter.
If you have any questions contact me on email.
 **,
[redacted]
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
It feels as though they are just running out the clock.  If I wait 3-5 business days (to quote Priceline, in their "hope" that they will get back to me), I run the risk of the Revdex.com closing this file.  We should have received this credit on June 18 when the cancellation was made.  What good will it do to receive a credit when our other credit will have expired?  The closer it gets to the expiration date, the higher the tickets costs.  Priceline's unwillingness to give us the credit in a timely manner is costing us more and may even cost us both credits.  Is that fair?  
Sincerely,
[redacted]

Our record...

indicates that this matter has been addressed and resolved with the consumer.

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, Priceline did not meet its terms and conditions by electing
not to disclose the hotels mandatory parking fee. Please note that hotel parking
is not mandatory. We are sorry
that we are unable to assist the consumer any further in this situation.
Sincerely, N. D’[redacted] Executive Offices

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted]. 
The trip number Priceline requested is:[redacted]. The hotel was reserved under the e-mail: [redacted].Sincerely, [redacted]

Dear Mr. [redacted],We are writing to let you know that we have received your
email in our Executive Offices.We understand you are requesting to
cancel the reservation because only requested for 32.00 USD per day. We also
understand your claim that you were provided an alternative...

option to put a
different price; however, the resevation got confirmed. We thank you for
your patience while we research this booking for you. We 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.Please contact us directly at:
[redacted] if you have further questions. The Executive Office hours are
9:00 a.m. to 6:00 p.m. Eastern Time, Monday through Saturday. You will need to
enter your Trip number, which is [redacted] 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
[redacted].We hope you find this information
helpful.Sincerely,[redacted]Executive Offices

face="Calibri">Please
note that this matter refers to a Booking.com purchase.
Booking.com can be contacted
at the following:
 
[redacted]
Customer Relations Team Leader
 
Booking.com Customer Service Center (USA) Inc.
[redacted]
E-mail: [redacted]
U.S. Direct [redacted]
Fax [redacted]
 
Sincerely,
[redacted]
priceline.com

From: [redacted] Sent: Tuesday, May 31, 2016 11:39 AMTo: [email protected]: Re: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint #...   This is now resolved. I responded to the last note I got from Revdex.com on May 19 saying it was not yet resolved and then I didn't get a follow up after that. I did finally get the refund on May 26 so it is resolved now.  I tried to go on the Revdex.com complaint to update it to resolved but it I only got the "no action is required at this time" message so I could not update it. Please update in your files. Thank you, [redacted]

Revdex.com, Inc.
 
I am in receipt of the complaint initiated by the above-mentioned consumer and appreciate the opportunity to respond.
 
The consumer selected Priceline's Name Your Own Price service and requested a property located in the area labeled [redacted] or Downtown - [redacted]
 
We are sorry that the consumer is not satisfied with the location of his/her accommodations at [redacted]
 
Priceline discloses that we will find a room in a hotel willing to agree to your offer price and located within the shaded area displayed on the priceline.com website for the consumer's selected area(s). [redacted] is clearly located in the shaded area of the mapping guidelines for the region labeled [redacted]. Consumers who prefer to stay in a particular location or particular property have the option to visit our Published Price service, and choose his/her preferred hotel and location from a list of competitive prices across a wide range of hotels.We are sorry that the consumer’s selected purchase is non-refundable and non-changeable, and we are unable to assist with a refund.
We hope you find this information helpful and appreciate the opportunity to clarify the matter.
Sincerely, N. D[redacted]priceline.com
This checkout page for trip number [redacted] was submitted on 2015-10-01 16:34:39
Please Review Your Request
3½ Star Upscale-Plus Hotel  
Which hotel will I get?
Check-In Date:
Friday, November 20, 2015
Check-Out Date:
Sunday, November 22, 2015
Region
[redacted], **
City Areas:
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
Guaranteed Amenities:
Guest Score 7/10 or Higher
Number of Nights:
2
 
Offer Price Per Room, Per Night:
US$ 117.00
Travel Insurance:
US$ 10.00
Subtotal:
US$ 234.00
Taxes and Service Fees:
US$ 43.24
Priceline Hotel Coupon:
-US$ 0.00
Total Charges*:
US$ 277.24
Have a coupon code? Apply Apply Coupon Remove Coupon
This coupon is invalid or has expired
Purchase Trip Cancellation/Interruption InsuranceCheck here to cover yourself in the event of unforeseen illness, injury, and job loss for only USD10.00 per room per night. Details.
 *Prices are in US dollars.
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.
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.
[redacted]
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. According to Mr.
[redacted], his wife became pregnant, and they were unable to travel as booked. Mr.
[redacted] is requesting a refund for his airline ticket purchase. Our record
indicates that the consumer purchased a Published Price Airline ticket with [redacted]. [redacted] is the merchant of record and charged the consumer’s credit
card account for his/her selected airline ticket purchase.  Fare
rules and restrictions for the consumer’s selected purchase are established by
the airline. Priceline is unable to make any exceptions to the airline fare
rules and restrictions that are established by the airline.   Consumers who wish to request an exception to
the airline’s non-refundable cancel policy must contact the airline/merchant of
record directly. In this case, [redacted]. Consumers who wish to submit medical
travel insurance claims are instructed to contact the insurance carrier, and
all inquiries concerning the status of a claim must be directed to the
insurance carrier, [redacted].
About
Your Travel Insurance If you have questions or concerns regarding Travel
Insurance for this trip please email [redacted] at [redacted] or
call toll-free ###-###-#### (###-###-#### for international callers).
 
To
request claim forms, please visit [redacted]. You may also email or
call [redacted] using the contact information above. If emailing, please
include your Request Number ([redacted]), your name, your address, your
phone number, and the type of claim form you need (e.g. Trip Cancellation,
Baggage, etc).
 
Your
plan includes Worldwide Emergency Assistance, which offers a wide range of
pre-departure travel assistance services as well as medical assistance and
emergency services while you are on your trip. To use these services either
before or during your trip, please call our assistance provider, On Call
International, at ###-###-####, or from outside the U.S. or Canada, call
collect at ###-###-####. Please take these phone numbers with you when you
travel.
Travel Insurance
Description of Coverage.
We are sorry that we
are unable to assist the consumer any further in this situation.
Sincerely,
[redacted]
priceline.com

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

opportunity to respond. The consumer
is requesting to cancel/change his/her airline ticket purchase.
Our record indicates that the consumer
selected specially priced discounted airline tickets that are non-refundable.
Attached hereto is a copy of the
consumer’s initialed contract page authorizing the terms conditions of the selected
purchase.
·       
This vacation package cannot be changed,
cancelled, transferred or refunded due to our travel partners'
policies.
We are sorry that the consumer’s selected airline
ticket purchase is non-refundable, and we ae unable to further assist.
We thank you for the opportunity to clarify.
Sincerely,
[redacted]
Priceline.com
This
contract for request number [redacted] was originally initialed on 2014-07-24 04:53:57

[redacted] Hotel And Casino - Reno






Guest Rating: 7.1 / 10


[redacted]
[redacted]


Distances are calculated in a straight line from point to
point3.4 miles from [redacted]


Check-In: Tue, Aug 5, 2014Check-Out: Fri, Aug 8, 2014Nights: 3 NightsRooms: 1 RoomPersons: 2 Adults


Room 1: [redacted]


Room Type: Skytower Standard 1 King-wifi Included -city Or Mountain
Views-in Room Coffee


· 
Freebies: Free Parking



Flight
Details


We've Selected a Discount Flight
for this Package. Your exact flight times and airline will be shown to you
after your purchase is complete.






































Departing Flight Information -
Tuesday, Aug 05, 2014





[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]







Returning Flight Information -
Friday, Aug 08, 2014





[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
*
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
*   [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I NEVER 'NAMED MY OWN PRICE!"  I do not deny that I entered all of that other information, what I am disputing is that when I touched the Name Your Own Price Tab on my [redacted], I searched every page for the field to "Name My Own Price."  I was only pressing "Next" to continue filling out requested information.  It must have auto-filled a price of the last hotel that I looked at prior to starting the "Name Your Own Price" process.  
I am extremely frustrated with Priceline and their policies as I called them within seconds of the error and they refused to help me.  I will never use their service or the services of [redacted] which they recently purchased.  If they did this to a poorer person, this kind of charge on someone's card could max their card and keep them from buying necessities for their family.  That's why I am fighting and plan to take this up in small claims court.
Sincerely,
[redacted]

Dear Ms. K[redacted]
 
Thank you for taking the time to contact us regarding
your reservation at  The R[redacted] for Trip Number [redacted]
class="MsoPlainText"> 
We are writing to let you know that we received your
Revdex.com concern in our Executive Offices. I am sorry to learn
that you are not happy with the hotel you received. As I understand, you felt
the star rating assigned to your hotel was not accurate.
 
The hotel chains listed in the Star Level descriptions
are for example only and do not necessarily reflect hotels that participate in
the Priceline's Express Deal program. Keep in mind that not all properties
under a single chain will hold the same star level rating. While we may offer
the name of a hotel chain as an example for a specific star rating, individual
properties within that chain may actually have a higher or lower star rating
based on the actual quality of that property.
 
We have researched to find that this hotel does meet our
expectations for the star rating selected on our website. Our competitors also
rate this hotel as follows:
 
[redacted] =  4
star
 
[redacted] =  4
star
 
T[redacted].com = 
4 star
 
[redacted] = 
4 star
 
[redacted]m = 4 star
 
Under normal circumstances, your Express Deal reservation
is restricted and it is not supposed to be changed or cancelled. We see in our
records that the hotel has allowed a one-time exception and let you cancel the
reservation for a full refund.
 
I apologize for the inconvenience and hope you find this
information helpful.
 
Sincerely,
 
Berna Abel[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. A courtesy was extended to the consumer
and 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 hotel reservation at the [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 are requesting a refund of the cancellation fee.
We
have reviewed the notes on your record and they indicate that the rate you
purchased is non-refundable. This information was presented to you prior to
purchase when you were asked to review your reservation, including the location
of the hotel you requested/agreed to purchase and the terms associated with
cancellations or changes. When you purchased your reservation you agreed to
those terms.
However,
we made an exception because of your issue and broke our contract with our
travel partner. Your reservation was canceled and your refund has been
processed. A refund for $36.46, which is 50% of the total cost, was issued on
October 27, 2014. We will issue a refund to your bank within one business day.
Your bank will then post it to your account. The bank processing time varies so
please check with them if you do not see it in your account within a few days.
The
remaining amount offsets the charges imposed by our travel partners for the
cancellation of a non-refundable reservation, and is consistent with the fees
charged by the travel partners themselves. Therefore, we are not able to refund
this fee.
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

Dear [redacted]

face="Calibri"> 
Thank you for taking the time to contact us regarding your reservation at the [redacted]
*
We are writing to let you know that we have received your Revdex.com concern in our Executive Offices.
 
We understand that you wanted to receive a discounted rate by using your corporate card. We would like to let you know that Priceline reservations are not eligible for any partner sponsored promotions including corporate or convention rates, coupons, vouchers, free days, or discounts. Also, we apologize if you were misinformed by your hotel.
However, the cancellation fee offsets charges directly related to the cancellation of non-refundable reservations. The fee amount is consistent with the change penalties charged by the travel partners themselves. Since you used your reservation for the entire stay, we are not able to refund any difference in rates.
 
We are sorry we did not provide you the answer that you are looking for and we thank you for your time.
 
Sincerely,
 
Frich A[redacted]
Executive Offices

Dear Ms. [redacted]
 
Thank you for taking the time to contact us regarding
your airline reservation with [redacted] Air Lines 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 to cancel the reservation for a full refund and state that you were unaware of the accepted status of your reservation.
 
We apologize for any inconvenience you experienced with this
reservation; however. After careful review
of your record, we verified that no error occurred during the booking process.
Your reservation was accepted 19 seconds after submitting your request. Additionally, within 90 seconds, a confirmation email was also sent to the email address provided. 
The reservation, as stipulated on your contract, is
restricted. It cannot be changed, cancelled or refunded.
 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