Priceline.com

The absolute most terrible experience I have ever experienced from a business. I have been on hold for over 5 hours. They screwed up one letter in my name and I simple want it corrected. The airline said that PRICELINE is able to correct up to 3 letters in a name for circumstances such as this. NOT EVEN THE GOVERNMENT HAS KEPT ME ON HOLD THIS LONG!!!! IM GOING TO DEMAND A REFUND AND SPEND MY MONEY ELSEWHERE IF I CAN. I WILL NEVER EVER EVER EVER USE PRICELINE AGAIN!!!!!!

Revdex.com, Inc.
The consumer states:

     “Allowed credit fraud because the
fraudster used my name on the hotel reservation     instead of a third party name. Was not
interested in physical proof I was 2000 miles away from the hotel in question
and never used the room.”




Desired
Settlement




I would like the
full fraudulent charge reimbursed.



In order to locate the
reservation and review this matter, the consumer must provide the 11 digit Priceline
Request number, and the email address that was provided at the time of
purchase.
Sincerely,
[redacted]
Priceline.com

RevDex.com,...

Inc.
Our
record indicates that this matter has been addressed with the consumer, and the
reservation was cancelled.
Sincerely,
[redacted]
Priceine.com

Complaint: [redacted]
I am rejecting this response because:
Apparently this [redacted] does not seem to realize that the information about the car rental I am SUPPOSED to look at is NOT AVAILABLE.This is a previous complaint, I am following up.It involved a rental car they arranged with [redacted] at [redacted] airport on 7/12 for a 7 week period.The car rental company would would conform to the agreement.Furthermore, their restrictions are NEVER mentioned In a place wherethe customer can see them. so the customer gets a "last minute surprise"when he appears at the counter.So when this [redacted] tells me I should look at the restrictions beforehand, that is a useless piece of advice, since those are not mentioned ANYWHERE. Otherwise I would have seen those and dropped the contract well in advance of the car pickup.I think [redacted] Rent-a-Car deliberately HIDES those, to avoid losing business to another car rental company.we have a right to know EXACTLY what to expect when we pick up a car.
Refund the extra $200 I had to spend renting the car after the 30 day period expired.I had a special rate which was supposed to last 7 weeks.They should honor that.
Sincerely,
[redacted]

Please see the response below that we have sent to our customer.
 
[redacted] Thank you for taking the time to contact us regarding your airline reservation for...

Trip Number [redacted] and [redacted] We are writing to let you know that we received your email in our Executive Offices. We apologize for the difficulty you encountered. We reviewed your reservation with Trip Number, [redacted] and verified that you agreed to 4 hours maximum layover for your return flight. This information was stated on your contract page prior to purchase. The flight Itinerary you received meets the criteria you agreed to prior to purchase. We will be unable to change your flight Itinerary due to the restrictions associated to this request. However, we can offer you a one time exception to the cancel policy and have your reservation canceled for a full refund as long as it is before your departure date and time, November 11, 2016 at 8:45 AM. Furthermore, we reviewed your vacation package reservation with Trip Number, [redacted] Your contract page that was presented prior to purchase states, you will depart from [redacted] International Airport ([redacted] to [redacted] International Airport ([redacted] on November 11, 2016 with at least 1 stop and departs any time between 1:00 PM - 5:00 PM. Your return flight states, you will depart from [redacted] International Airport ([redacted] to [redacted] International Airport ([redacted] on November 14, 2016 with at least 1 stop and departs any time between 6:00 PM - 10:00 PM. The flight Itinerary you received meets the criteria you agreed to prior to purchase. We will be unable to change your flight Itinerary due to the restrictions associated to this request. However, we can offer you a one time exception to the cancel policy and have your reservation canceled for a full refund as long as it is before your departure date and time, November 11, 2016 at 3:10 PM. We can also make an exception to the cancel policy and have the hotel component canceled on this request for a full refund as long as it before your check in date and time, November 11, 2016 at 3:00 PM local hotel time. Please call us directly if you wish to proceed with the cancellation before the deadline because after this time, your reservation is non refundable. Please contact us directly at: [redacted]. The Executive Office hours are 9:00 a.m. to 8:00 p.m. Eastern Time, Monday through Sunday. You may also call our customer service at [redacted], as they are open 24/7. You will need to enter your Trip number, which is [redacted] when you contact us. Please note that the number provided above is a [redacted] phone number, and you may incur toll charges when calling from outside the [redacted] States or Canada. We hope to hear from you soon. Sincerely, [redacted]s

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 the consumer, the rental car company did not have a full-size car type
available, and charged the driver at the rental car counter for upgrading the
vehicle. In order to further assist with the consumer’s claim, please send a
copy of the consumer’s rental receipt indicating the upgrade charges. The
consumer/Bureau may fax the receipt/information to ###-###-####. We are sorry that
we are unable to assist the consumer any further in this situation.
Sincerely,
[redacted]
priceline.com

Here is the number that was requested: [redacted] and the email that was used is [redacted].  Please let me know if you need any other information.
Thank you,
Megan
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

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

consumer and appreciate the opportunity to respond.
The consumer states that he
will no longer be using his reservation and is requesting a refund.

      
Desired Settlement




     “Would like a refund for a service the
will not be used”



Priceline offers a
variety travel service options, including hotel reservations that permit cancelations.
In this case, the consumer
chose to select a non-refundable reservation.
The consumer’s contract
page discloses the following Cancel Policy:
 Important Information

•




Cancel 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.






We appreciate the opportunity to clarify.



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.
As requested and authorized by
the consumer, priceline provided accommodations at a 5 star quality property at
the $135 offer price. We are unable to assist the consumer any further
in this situation.
Sincerely,
N. D’Angelo
priceline.com

Dear Mr. [redacted],
Roman">
 
We wanted to take this time to contact you regarding your
hotel reservation at the [redacted] booked under Trip Number [redacted].
 
We are writing to let you know that we have received your
Revdex.com concern in our Executive Offices concerning the savings
guarantee for your reservation.
 
We have reviewed this concern and verified that your
reservation was guaranteed for a 45% savings or more. Based on the lowest rate offered
on the hotel's website, you saved more than 46% by booking on our website. We
understand that you saved 41% based on the rate offered on our published price website;
however, the savings percentage is calculated based on the published rate offered
on the hotel's website. We apologize; however, we will be unable to process any
refund for your reservation.
 
We apologize for the inconvenience and we thank you for
your time.
 
Sincerely,
 
[redacted]
Executive Offices

size="2">RevDex.com, Inc.
 
With
Priceline’s Name Your Own Price service, the consumer agrees to stay in a
property located anywhere within the shaded area disclosed on the website for
the consumer’s selected area(s).
 
Priceline clearly discloses
that we will find a room in a hotel willing to agree to your offer price in the
shaded area displayed on the priceline.com website for the consumer’s selected
area(s).
The [redacted], located at [redacted], is clearly located in the shaded area of the mapping
guidelines for the area labeled [redacted] Area.
Consumers who wish to stay in a
particular property/location, i.e. on the beach, have the option to select  a hotel from our Published Price service  where consumers see a list of competitive
prices across a wide range of hotels and can choose his/her exact price and
hotel, including hotels located on the beach.
We appreciate the opportunity to clarify.
Sincerely,
[redacted]
priceline.com
This
checkout page for trip number [redacted] was submitted on 2015-07-01 21:23:12







Please
Review Your Request











































3 Star Upscale Hotel
Which hotel will I get?

Check-In Date:

Tuesday, August
18, 2015

Check-Out Date:

Thursday, August
20, 2015

Region

[redacted], **

City Areas:

[redacted] Area
[redacted] Oceanfront

Check-In Time:

Varies by hotel. Guaranteed late
night arrival if needed.

Check-Out Time:

Check-out times **ry by hotel

Room 1:
[redacted]

Number of Rooms:

1

Number of Nights:

2





Promo error: Error in response. Status:
ERROR, Error: PROMO_ERROR/Express Deals@reg; reservation required
Offer only available to transactions with a sub-total of at least $249.
Check-out on or before 7/31/2015 required
Only available when used through participating partner websites.
Ajax Status: success





 










































Offer Price Per Room, Per Night:

US$ 120.00

Travel
Insurance:


US$
10.00




Subtotal:

US$ 240.00

Taxes and Service Fees:

US$ 51.80

Priceline Hotel
Coupon:

-US$ 0.00

Total Room Charges*:

US$ 291.80

Apply Coupon

Hotel Fee:

US$ 4.50

Total Cost*:

US$ 296.30

Have a coupon code? Apply Remove Coupon
Express Deals@reg;
reservation required
Offer only available to transactions with a sub-total of at least $249.
Check-out on or before 7/31/2015 required
Only available when used through participating partner websites.

No surprises!
Total cost includes estimated hotel fees (e.g resort fees). Your total cost
will never be higher than displayed above.
*Prices are in US dollars.

We
Recommend Trip Protection
Life is uncertain...plan for the
unexpected.
Get up to 100% Trip Cancellation and Trip Interruption Protection and
much more.View Details >>
·100% Trip
Cancellation and Trip Interruption Protection reimburses for cancellations
due to unforeseen illness of traveler, family members and traveling
companions, death in the family, job loss or other specified events.
·24/7 Live Travel
Assistance A real
person available to assist you any time of the day with last minute flight or
hotel changes, luggage locator services, cash transfers, medical assistance
services and emergency services.

Yes! I'd like to purchase Trip Protection for USD5.00
per room, per night. Terms and Conditions
No,
thanks. I prefer to travel without Trip Protection.
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 **lid 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.




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.

Dear Ms. Ross-Mcbride,
Thank you for taking the time to contact us regarding
your reservation with [redacted] Corporation for Trip Number 1[redacted]8.
This is regarding your request for a refund of the
upgrade fee you paid at the counter to get a 4-door car.
We have further reviewed your issue and found that you
are eligible for a compensation. Kindly fax to our office directly a copy of
your receipt showing the upgrade fee that Mr. McBride paid to get a 4-door car.
Our fax number is: ###-###-####. Please include on your fax the Trip Number
1[redacted]8 and your name. You may also reply to this email and attach the
needed billing statement. The attachment needs to be a PDF of JPG file no
larger than 2MB.
As soon as we received the billing statement, we will
submit a refund request for the upgrade fee. You will be advised of the outcome
of the review within 14 days from the time we received the fax. Once the refund
has been approved, it will be processed through our system within one business
day. The refund will be processed back to the card used in booking the
reservation. You will be receiving email messages from us with updates of the
refund request.
I truly apologize for any inconvenience and thank you for
your patience while resolving this issue.
Sincerely,
Berna Abelida
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. We have reviewed this concern and verified that a refund of $31.91
was Issued to the consumer December 29, 2014. Additionally, a refund in the amount
of $31.91, which represents 20% of the total cost of the one night hotel stay in[redacted]. We are
sorry that we are unable to assist the consumer any further in this situation.
Sincerely,
[redacted]
priceline.com

Complaint: [redacted]
I am rejecting this response because: This statement is a lie..."The manager advised that they have no record of your claim and advised that they can offer no refund for your hotel stay." [redacted] Credit Card company called them and so did I. I am sure [redacted] Credit Card Company can provided this documentation too. We even called on three way and the manager/owner was very rude. 
Sincerely,[redacted]

[redacted]
 
Thank you for contacting us regarding your hotel
reservation with the Hotel Pineta Palace for Trip Number [redacted]
class="MsoPlainText"> 
We are writing to let you know that we have received your
Revdex.com concerns in our Executive Offices. We understand that you are contacting us
requesting for a full refund of your reservation because of the concerns
regarding the Star rating for your confirmed hotel.
 
We sorry to hear that you felt the star rating assigned
to your hotel was not accurate. We do evaluate each participating hotel on many
different criteria, including cleanliness, guest satisfaction, décor, etc.  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:
 
Expedia.com Star rating: 4 star out of 5 Orbitz.com Star
rating: 4 out of 5 Travelocity.com Star rating: 4 out of 5 Hotels.com Star
rating: 4 star out of 5
 
In addition, guests who have previously stayed at this
hotel have told us how much they enjoyed their stay by sending us positive
reviews about the overall quality, cleanliness, location, and amenities.
 
This hotel has an Overall Guest Rating of 7.3 out of 10
on The Priceline Scorecard. Per our Quality Experience Guarantee, your hotel
has been star-rated by Priceline according to our rigorous rating system. This
means that our hotel staff has researched your hotel, reviewed customer
comments and compared star ratings assigned by other rating services.
 
Prior to submitting the request, we presented you the
Contract Page for review. We apologize; however, the reservation cannot be
changed, canceled or refunded, as stipulated on your contract. By submitting
the request for booking, you indicated that you understood and agree to the
terms and conditions of this reservation.
 
We are sorry we did not provide you the answers you were
looking for and we thank you for your time.
 
Sincerely,
 
Angel Almanzar
Executive Offices

Complaint: [redacted]
I am rejecting this response because: I don't believe that rules/procedures are in place to override good judgement, management discretion, or management's ability to respond to extenuating circumstances with understanding and compassion - the human element.
As I have previously stated,
Not refunding my money for a service that I did not use because I was refused is patently unfair and customer "unfriendly" regardless of policy/procedure.
Priceline and [redacted] are "playing got'cha" and keeping my money "because they now have it”, although I was not provided the service [room] I paid for. I really don't know if keeping my money is legally acceptable but to me and on behalf of all customers, it is morally unacceptable and based on this situation, it is unconscionable.
 
I ask that you rethink your decision because under these specific circumstances you are taking advantage of the consumer and your rules should not be devised to do this.
Sincerely,
[redacted]

Revdex.com, Inc.
Our record indicates that this
matter has been addressed with the consumer, and a refund for $92.68 was issued.
Sincerely,
[redacted]
Priceine.com

Dear [redacted],
Roman">
 
We thank you for taking the time to contact us regarding
your reservation at the [redacted] for Trip Number [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 refund of the unused nights because  you only stayed for a night as the hotel's
elevator was not functioning. We are sorry to hear that your hotel fell short
of your expectation during your stay. We have contacted the appropriate people
at the hotel to share your concerns.
They informed us that they offered you a room on the
first floor with a King bed and a pull out sofa since they have no available
rooms with 2 Queen beds during your stay. However, you declined the option and
they cannot offer a refund per cancelation policy of your booking.
 
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

Dear Mr. [redacted],

face="Calibri">
Thank you for taking the time to contact us regarding your hotel reservation at the [redacted] 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 on this hotel reservation.
We apologize for the inconvenience. Our records show that the rate you purchased is non-changeable, non-cancelable and non-refundable. In addition, the only time that you can purchase the travel insurance is when you submit a Hotel request on the website. If you are still interested in insuring your trip, you may visit [redacted]. We are not affiliated with these sites, but we are aware they offer insurance for travel related itineraries.
I hope you find my reply helpful and we thank you for your time.
Sincerely,
Jenn H[redacted]
Executive Offices

Complaint: [redacted]
I am rejecting this response because:
I called to [redacted] and the person in charge told me in the first call that the car reservation was cancelled; then in the second call they told me it was not and that I should call Priceline.
Once I called Priceline the person in charge told me that she couldn't do anything but start a complain and that due to the fact that the person in [redacted] told me that she was cancelling my reservation, I shoul have my money back. Once I received the response to that claim, I called again and another person told me that just with a letter that proves that I never used the car I could have my money back. And now they are telling me that no matter how many things I do, I can't have my money back despite of all the communications and all the information that Priceline provided?
I don't think this is correct, Priceline is a serious company and I expect them to solve the issue.
If people in the company provided a wrong information, is on them solve the issue and deliver that promise.
Sincerely,
[redacted]