Priceline.com

Complaint: [redacted]
I am rejecting this response because: I never saw anything that said that, either they put in such small print that noone could read or it just wasn't there at all. I would have never signed up for the card if I would have know that was their policy. At the least their offer was decieving. I will only accept the $50.00 refund or a credit towards another purschase from priceline. If they refuse to work with me on resolving this issue I will takemy complaint to the consumer protection agency to be invistaged further. I would think that they would want to resolve this in a way that is satisfactory to the customer. Were not talking about thousands of dollars here.
Sincerely,
[redacted]

Complaint:[redacted]
I am rejecting this response because:
Priceline intentionally hides the resort fee in an attempt to mislead the customer using their service. 
Even the confirmation email says explicitly that the total includes taxes and fees (implying all mandatory fees), and it says that a major credit card is required only for *incidental charges* which do not include mandatory fees.
the bottom line is that the 'name your own price' is false advertising if there is ANY additional unknown mandatory fee applied after the fact.
Hotel Reservation Confirmation
Your trip number is [redacted]. View full itinerary.
 
Hotel Confirmation Numbers[redacted]
 
Your reservation is guaranteed for the confirmed check-in date only. If you don't check-in on that date and don't alert the hotel in advance, your reservation will be cancelled without a refund. At check-in please present the confirmation number(s), a photo ID, and a major credit card for incidental charges. Have a special request? Contact the hotel directly at the number listed below.
 
Please Note: Your reservation is non-refundable and cannot be cancelled, changed, or transfered.
 
 
Hotel Reservation Details 
[redacted]
 
[redacted] 
[redacted]###-###-####
Check-In
Thursday, December 25, 2014 at 03:00 PM
 
Check-Out
Sunday, December 28, 2014 at 11:00 AM
 
 
Add a Night to your stay 
 
8
 Guest Information 
 
[redacted]
 
Confirmation Number
[redacted]
 
Room Details
Room Assigned On Check-in
 
 
Add a Room to your stay 
 
 
Summary of Charges 
Hotel 
 
Room Cost
$58.00 /per room night
 
Rooms
1
 
Nights
3
 
Taxes and Fees
$31.32
 
Total Charges
$205.32
Sincerely,[redacted]

Dear[redacted],Thank you for your patience while we researched your issue
with the [redacted].We have contacted the hotel again
and spoken with[redacted] (Front Desk). Hotel agreed to provide full refund for
your reservation as the hotel was closed and you...

were not able to check in and
use the reservation. Thus, we have processed a refund to your credit card for
the same in the amount of $ 47.59.Your refund has been processed through
our system. If you need to check the status of your refund, please contact your
bank directly to inquire about their processing time.Thank you for
giving us the opportunity to assist you!Sincerely,[redacted]Customer Service Specialist

minor-latin;"> 
RevDex.com, Inc.
Our
record indicates that this matter has been addressed with the consumer, and a
refund in the amount of $148.20 was issued for the purchase.
Sincerely,
[redacted]
Priceine.com

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.  In this case, the consumer selected a
reservation that provided greater savings and less flexibility.
Important Information -Once
you've reviewed your information above, please review the following rules
regarding rental cars issued through priceline.com:
· Rental
cars are non-refundable, non-transferable and non-changeable even if the
reservation is not used.  I am
sorry that Priceline is unable to assist the consumer any further in this
situation.
Sincerely,
[redacted]
priceline.com

Dear Mr. [redacted],
Roman">
 
We are contacting you today regarding your reservation at
the Wyndham Garden Inn [redacted] Airport 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, your
reservation was canceled because it was booked for the
wrong city and you would like to be refunded in full.
 
We checked our record and verified that during the
booking process, the requested city for your hotel reservation is [redacted] This
information was provided on the contract page that you reviewed
and initialed prior to booking. Our records confirm that you agreed to cancel with a fee
with the option to resubmit. We apologize for any inconvenience; however, the cancel
fee is non-refundable.
 
For your reference, a copy of your contract page
listing [redacted] as your selecetd area was sent to you on a separate email.
 
We apologize for the inconvenience and we thank you for
your time.
 
Sincerely,
 
[redacted]
Executive Offices

Complaint: [redacted]
I am rejecting this response because:
This is NOT what was implied in the add. The "up to" wording was not present in the initial promotion. Unfortunately I dont have a copy of that. I would not have purchased the trip had they disclosed their refund schedule with the initial add. This in my opinion is typical "bait and switch. I will never purchase any more vacations through Priceline.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because I do not trust Priceline.com Chargeback Management Team to deal fairly with me. The company told me to contact them directly for further assistance/clarification. In my opinion, directly contacting the company would simply give the company an additional communication venue through which to harass me for payment. My purpose in contacting the Revdex.com was to register Priceline.com's unethical business practices with a respected organization in the state of [redacted]. As I described in the complaint, it was Priceline.com that failed to deliver the services that I agreed to pay. and consequently, I cancelled the payment through my credit card company. 
Sincerely,
[redacted]

size="3">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.
 
We appreciate the opportunity to clarify.
Sincerely,
[redacted]
Priceline.com

To whom it may concern:
I spoke to Mr. Duquette
this evening to address his concerns. He advised it was very frustrating trying
to navigate his way through Priceline website to obtain any information to
cancel a reservation.  I apologized and stated we need a verbal
authorization from payer or passenger before we can finalize a cancellation and
I would send him in writing a cancellation notification along with the
information he needs to finalize his claim with the travel insurance agency.
 He also wanted to address why the Cancel for Any Reason Travel Protection
Policy is not an option to choose on Priceline website until after the regular
policy has been purchased and was more expensive than [redacted] Line
Travel Protection.  I apologized that it was not offered to him at the
time he booked and I assured him that his feedback will be taken very seriously
and the disappointments he experienced will be addressed appropriately. 
Also, based upon the information he has provided, we will carefully monitor
future feedback to ensure that reports such as his, do not represent a pattern
in quality or service.
I have offered Mr.
Duquette a $100 future travel voucher because we realize vacations are more
important than ever and we feel confident his next booking experience with
[redacted] Cruises will result in a better experience.  Mr. Duquette
advised me I have addressed all his concerns.  I have given him my direct
phone number for him to call me if he has any other concerns.
On behalf of Priceline
Cruises, we appreciate this opportunity to address our client’s concerns. 
If you have any further questions regarding this reservation, please do not
hesitate to contact us.  We appreciate your patience and understanding
with this matter.
Thank you,
Rachel Brannon | Lead CC
Admin| World Travel Holdings | 2875 Sabre St-Suite 300 |
Virginia Beach | VA | 23452 | t ###-###-####  |
f ###-###-#### |

Revdex.com,...

Inc.
 
We are sorry that the consumer was unaware of the accepted status of the request.
 
The consumer states:
 
“No conformation email was sent like there website said I should have received so I had know idea where I was going”
 
With Priceline, consumers are clearly instructed to check the status of each request by visiting the Check Your Request section of the priceline website. Due to possible errors in email address' or technical problems beyond our control that could delay email, at no time during the request process do we commit to providing e-mail confirmation notice to consumers. It is the consumer’s responsibility to check the status of each request submitted.
 
Thank you for the opportunity to clarify.
 
Sincerely,
[redacted]
priceline.com
Priceline Trip Number: 129-140-133-78
Here are the details on where I'll be staying.
Hotel Details
 
[redacted]
Check-In:
Sun, January 25, 2015-02:00 PM
Check-Out:
Mon, January 26, 2015-11:00 AM
Room 1:
[redacted]
Days Inn Glen Allen 1 out of 5 star Hotel Days Inn Glen Allen 1 out of 5 star Hotel
See hotel details See hotel details
See map
Check-in:
Sun, Jan 25, 2015 - After 02:00 PM
Check-out:
Mon, Jan 26, 2015 - 11:00 AM Add a night to your reservation
Address:
 
[redacted]8613 Brook Road, Glen Allen, VA
Phone number:
[redacted]
804-261-0188
Number of rooms:
1 roomNeed to add a room?
Reservation name:
[redacted]
Room 1: corey lawrence
Rate provided by:
Hotel confirmation number:
[redacted] booking ID:
Booking.com confirmation number:
[redacted]
Room 1: [redacted]Pincode: )
Room type:
Accessible 1 King Bed Smoking Room With Safety Bars, Bathroom Rails --Spk1--And Continental Breakfast
All rooms are booked for double occupancy
Important Information
Additional information
Additional policy
Agoda booking
Cancellation policy
For the room type you've selected, you can cancel your reservation for a full refund up until noon on Saturday, January 24th (local hotel time). If you decide to cancel your reservation anytime between noon on Saturday, January 24th and noon on Sunday, January 25th (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 (Sunday, January 25th).
Checking-in
The reservation holder must present a valid photo ID and credit card at check-in. The credit card is required for the mandatory fee listed above as well as any additional hotel incidental charges such as parking, phone calls or minibar charges which are not included in the room rate.
Child policy
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.
Pet policy
Pre-pay policy
Rate description
Websaver - Full pre-payment required upon booking
Resort fee
This hotel charges an additional $1.50 per room per night. 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 subje

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. Priceline offers a variety travel service options, including
reservations that permit cancelations. When selecting a reservation, the
consumer is provided with the cancel policy associated with each reservation
prior to purchase. In this case the consumer selected a reservation that
provided greater savings and less flexibility. The consumer selected and
authorized the purchase of a non-refundable, non-changeable purchase and chose not to purchase travel insurance offered at the time of booking .
We are sorry
that we are unable to assist the consumer any further in this situation.
Sincerely,
N. D’Angelo
priceline.com

I am rejecting this response because: I  understand I read the agreement I sighned I just wasn't aware I search normal deals with how many guest I will have there when I switched to express deals I thought I kept how many guest and that part they only guarantee only two people in this room was a stantard guarantee. I was just very disappointed with your customer service. I haven't never had problems with expedia. I will never use priceline or refer anyone to use priceline.
Complaint: [redacted]
Sincerely,
[redacted]

Dear Ms. Wells,
We are responding to the below email as we could not find
any rental purchased with [redacted] Rent a Car in the amount of $204.32.
Would
you please provide us with more information regarding this charge so we may
research your claim for the Better Business...

Bureau?
We apologize for any
inconvenience and thank you for your patience while resolving this
issue.
Sincerely,
Barbara Ayers
Executive Offices

We are in receipt of the complaint initiated by the
above-mentioned consumer and appreciate the opportunity to respond.
The consumer contacted Priceline requesting a refund due to
a change in plans.
 
Comments from the consumer:
Name: L[redacted]
Email Address: [redacted]
Itinerary: [redacted]
I did not stay the
whole 21 days, therefore I would like to know if I cannot receive some sort of
refund for some of the days that I did not stay. Anything would be better than
nothing at all. Otherwise you are telling me that I can not change my plans if
my work got done early, and as I see it that is not good business.
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 an Express Deals/Name
Your Own Price 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 purchase.



We appreciate the opportunity to clarify.
Sincerely,
[redacted]
Priceline.com
Dear [redacted],
We apologize if you are dissatisfied with our policies. Our policies are
modeled upon the same options allowed by our travel partners and are consistent
with agreements which allow us to offer low rates.
We understand that you are not satisfied with the resolution.
We reviewed your issue again to confirm that we did not overlook anything that
might support a more favorable resolution. There is nothing we can add to what
has already been stated in our previous correspondence. Your reservation in
Colorado Springs is truly non-changeable and non-refundable.
Although we empathize with your situation, we are truly unable to assist you
further in this matter.
Sincerely,
[redacted]
Customer Service Specialist
This
contract for request number [redacted] was originally initialed on 2014-09-24 13:03:23
$33 per night
1 Star Hotel in [redacted] Airport (COS) Area
for $33/night
This deal saves 40% or more compared to
similar hotels*
Not what you're looking for? See more Express Deals.
.

Star Rating:




What hotel is this?




Guaranteed Amenities:






Free Breakfast


Free Internet in room


Indoor Swimming Pool


Free Parking





Pets Allowed


Business Center


Fitness Center





Check In:




Sat Sep 27, 2014




Check Out:




Sat Oct 18, 2014




Rooms:



1 Room

2 Rooms

3 Rooms

4 Rooms

5 Rooms

6 Rooms

7 Rooms

8 Rooms

9 Rooms
All
rooms will accommodate up to 2 adults.




Choose Bed:



































$33
per night




2 Queen Beds - Nonsmoking Room









$34
per night




1 King Bed -
Nonsmoking Room









$34
per night




1 King Bed - Smoking Room









$70
per night




1 King Bed - Nonsmoking Suite






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:




Colorado Springs Airport (COS)

















© 2014
Microsoft Corporation © 2010 NAVTEQ © AND


© 2014
Microsoft Corporation © 2010 NAVTEQ © AND


Your hotel is guaranteed to be in
this areaView a larger map
»





Summary
of Charges
























Price
per night:




$34




Rooms:




1




Nights:




21




Room Subtotal:




$714.00




Taxes & Fees:




$110.46




Priceline Hotel Coupon:


-$0.00



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




$824.46


824.46
824.46 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] 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.

Revdex.com, Inc.
We are
in receipt of the complaint initiated by the above-mentioned consumer and
appreciate the opportunity to respond.
The customer claimed that when they arrived at the hotel,
they were placed to a smoking room. He said that he was with wife being
pregnant, they could not stay at the hotel. He is requesting a refund on the
unused room since the hotel could not accommodate them in a non-smoking room.
We contacted the hotel to see if an exception could be made and spoke with
the owner [redacted]. We were advised that they were overbooked and did not have
any non-smoking rooms available, and charged priceline for the unused
reservation. . We advise customers on the contract page prior to submitting
their offer that smoking/ non-smoking preferences are not guaranteed and are
based on the hotels availability and discretion. We are unable to offer a
refund back to the customer as he requested. His reservation is non-changeable,
non-refundable and non-transferable.
We appreciate the
opportunity to clarify.
[redacted]

I have received the consumer’s additional comments.  As you requested, we have again reviewed this
matter to see if we overlooked anything that might support a more favorable
conclusion.  According to the consumer, Priceline
does not offer Express Deals reservations disclosing guest rating for 2 star
properties. The consumer states: “I am
rejecting this response because: the response does not address my main
complaint, which is that they create an expectation that only well read hotels
are used by listing favorable guest ratings and omit guest ratings for the
hotels that are utilized by lower income customers, thus discriminating against
lower income customers”.
 
As noted on the screen shot attached hereto, Priceline
offers consumers the option to select 2 star quality Express Deal hotel options
offering guest ratings:
 


 
I am sorry that the consumer’s selected purchase is
non-refundable and we are unable to assist the consumer any further in this situation.
 
Sincerely,
[redacted]
priceline.com

Revdex.com, Inc.
[redacted] stated that the
vehicle he received from [redacted] had mechanical and quality issues with it. He
stated the brakes and alignment were bad and it smelled like smoke. When he
contacted priceline, he was advised we would research his concerns and contact
him back within 10 days. He is unhappy with the $25 credit offered to him by
the rental partner and is requesting a full refund on the reservation.
We contacted [redacted] and were advised that the car was new and had
less than 8000 miles on it. According to [redacted], the customer should have
contacted their Emergency Roadside Service to exchange the vehicle if he was
dissatisfied with it. [redacted] agreed to process a $25.00 credit to the customer's
credit card account as a gesture of goodwill. We are unable to offer a refund
back to the customer’s credit card as requested.
 
We are sorry that we are
unable to assist the customer any further in this situation.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Again the priceline.com site is not clear with their information, I didn't even stay at the room. Also it's  only after the purchase for the room was made then it stated that that there were  no refunds. The site is very uninformative. Since I didn't stay at the room and I called the hotel within minutes if booking the room to be informed that there were no rooms available I should be refused my money 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
The bottom line is that I lost $178 due to Priceline's business practices and poor customer service.  The website is set up in such a way that it is easy to miss a detail and then get charged large amounts of money.  I understand that I must have clicked a wrong button to get this to happen, and would totally have understood if I had to pay a change fee or higher price.  But that was not offered as any kind of option.  A customer-oriented business would find a way to work with the people who use your site.   That was my first time using Priceline's website, and now likely the only time, since this has left such a bad impression on me and my bank account.