Priceline.com

Review: We reserved a two night stay thru priceline at the beach. After checking in we went to our room. The room had a hairball on the bathroom floor. Lipstick on the towel. My husband was sitting on the couch and I on the bed. We both felt something wet. Our pants were wet from sitting on the bed/couch. The room smelled musty. We went to the office and asked if we could have another room as this one did not appear cleaned. Even if they did clean it the couch/bed were still wet. They did not have any other rooms available. They said they could not refund our money because we went thru priceline. we would have to talk to priceline. we called priceline 3 times each time they apologized and said they have a no refund policy regardless of the state of the room. we did not stay in the room (who would) and had to find another hotel in the area at last minute. our reservation was 6/13 thru 6/15/14 at [redacted]. We do not believe we should be held to paying for the room if it is not clean. We were totally dissatisfied with the service we had with Priceline. We are out $230. We are going to contact our bank to reverse the payment. I have the offices' signature stating we did not stay in the room and the reason.Desired Settlement: We would like our money back which was around $230. Our bank history is down for the next several days. Priceline/[redacted] should be able to check their records for the exact payment. It has caused difficulty paying our bills as we had to come up with paying for another motel.

Business

Response:

Revdex.com, Inc.

Review: On 03/05/15 I opened a dispute through my credit card ([redacted]) against a $1175.32 charge by Priceline.com. I provided evidence to [redacted] that Priceline had advertised misleading information. They promised 16% discount or more if you use express deal checkout. Accepting this deal, I requested a 5 star hotel. The hotel I was given was not a 5 star hotel and I was not given the promised 16% discount. The hotel rates itself as a 4 star and other competitors rate it as a 3.5-4 star ([redacted]). My itinerary showed 15% discount was given, but when comparing to the hotel rates at that time, I only got 12%. When I called Priceline about this issue, one rep said I actually received 17% and the another said 24%. Their itinerary, and multiple reps were all giving me different information.

On 04/08/15 [redacted] Card sent me the Merchant Response Document stating that Priceline will not cancel this reservation nor refund me back based on my request. I called [redacted] card and appealed stating that it should be reviewed because I was given misleading information, nor was given what was advertised. Priceline refused to refund me, or give me a credit to book another hotel.

5/6/2015 Knowing that they are refusing to credit my card, I decide to not lose my money, and stay at the hotel in [redacted]. I called the hotel to confirm my reservation and they tell me that my reservation had been cancelled by Priceline. That was shocking! Because Priceline told me they can't cancel this reservation. Now I was out my money, and a place to stay. I called my [redacted] card, told them that Priceline had cancelled my reservation and [redacted] credited my card. I thought the headache was over...but to my surprise...I go on my vacation, come back and received an email from [redacted] stating that Priceline re-appealed the closed case and so they reversed the credit from my account back to Priceline.

06/12/15 [redacted] Card sent me a Merchant Response Document from [redacted] saying that I lost the case and [redacted] is reversing the money yet again to price line. How can they give priceline the money back if they spoke to Priceline and heard them say that they cancelled the case and we were not given a place to stay? Now we still have to pay? Why? We got our stay cancelled by priceline. [redacted] tells me they are not liable to give me a credit reversal until I provide written proof that Priceline cancelled my reservation. I try to obtain written evidence from priceline, but keep getting told they cannot provide that to me.

06/15/15 I message a Priceline employee attempting to get written evidence that they cancelled it, the person stated on the chat that yes indeed Priceline cancelled the hotel, but they cannot provide me written evidence of that. I saved this conversation in a PDF and shared this information with [redacted] refuses to refund money stating that I need a document from Priceline themselves stating that I am due a credit. I call Priceline's corporate office to get this document, they say they do not and cannot provide such a document.

I am left without a hotel and without money.

Here is the conversation I had with a Priceline employee (employee ID listed below) on 6/15/15. All employees I have spoke to are the same: unwilling to help, provide any information, and try to end the conversation.

You have been connected to [redacted].

[redacted]: Hi, [redacted]! Thanks for choosing to chat with us today. How may I help you?

[redacted]: Hi [redacted]!

[redacted]: I have a request

[redacted]: Sure.

[redacted]: I need an email PDF showing my trip number [redacted] as cancelled

[redacted]: I'll be more than happy to check what options may be available. Please give me a moment to look up your cancelled reservation.

[redacted]: it was cancelled and I just need a document showing that because it is not to be found in itinerary section on your website

[redacted]: Thank you

[redacted]: I'm sorry about that.

[redacted]: Give me a moment to pull up your reservation. I'll have an answer for you shortly.

[redacted]: No problem

[redacted]: Thanks.

[redacted]: Thanks for patiently waiting. I see here that our system automatically cancelled the reservation once the dispute was initiated.

[redacted]: Oh okay great.

[redacted]: Is there a way I can have that shown in a PDF? Email? Itinerary? I don't see that anywhere on my side.

[redacted]: I'm sorry but that option is unavailable on our end.

[redacted]: Where can I get this? or view this information? It's only showing on your end, but it's not allowing me to see this too.

[redacted]: This was cancelled in our system due to a dispute and that option will be unavailable. I can only see here that it is cancelled.

[redacted]: Can I get a screen shot of that or can I get an email stating, or showing that it was cancelled because of the dispute?

[redacted]: And when was it cancelled?

[redacted]: What was the date and time cancelled?

[redacted]: I wish that I can provide that information. Have you contacted your bank about this?

[redacted]: Hi, [redacted], I see your Chat box is still open, but I haven't heard from you in awhile, are you still available to chat?

[redacted]: yes!

[redacted]: I have, but they are unable to see this either. So I need it shown from your end.

[redacted]: Can you confirm what day and time it was cancelled? Or email a screenshot? How can I obtain this from priceline?

[redacted]: Are you there?

[redacted]: I really wish I have that information. This was cancelled differently and not by an agent so we are unable to see the details of this cancellation.

[redacted]: Who can I talk to to help me?

[redacted]: Can you see when it was cancelled?

[redacted]: There are no information I can provide you regarding your issue. I’d like to thank you for chatting with us today.

[redacted]: Who can I speak to?

[redacted]: Can you give me a phone number or refer me to whom to speak to so I can obtain this information?

[redacted]: I understand you're not satisfied however, there is not another department or person that I can transfer your that can provide you this information.

[redacted]: Hmm

[redacted]: that doesn't seem right

[redacted]: There is no department that can help me get details on what happened in my itinerary?

[redacted]: No phone number, no person, no way of obtaining more information on when it was cancelled and to show why?

[redacted]: We really do not have any other information on our end.

[redacted]: From priceline end or just your department?

[redacted]: Which department will have more info?

[redacted]: On Priceline end since this was disputed.

[redacted]: Okay thank you for your help [redacted]. Before I go, what is your employee ID #?

[redacted]: I'm really sorry I am unable to provide you this information.

[redacted]: ? why?

[redacted]: My number is [redacted].

[redacted]: Oh perfect. Thank you so much for your help.

[redacted]: Have a great day.Desired Settlement: Priceline needs to refund me the full total of $1175.32 since they didn't provide what they advertised, refused to give me a different hotel to meet their advertisement, cancelled my reservation after I decided I will stay there since they aren't refunding, and now refuse to give me the money back. I didn't get my service or my money. This is fraud. They are making me chase between them and [redacted] back and forth like cat and mouse. It is exhausting, draining, and has been going on for too long! Months! And neither side is able to help or resolve the issue.

Business

Response:

Dear Ms. [redacted],

Review: Priceline said they offer a Best Price Guarantee. After I booked with Priceline at the [redacted]-Miami, I went online and received (AND booked) a room for a total of $30 less. Called Priceline, had my confimation for lower rate and they refused to change the rate. Asked for a refund....they refused and would NOT honor their Best Price Guarantee. This is fraud and unacceptable!!! They should have honored the price I received on the hotel's website.Desired Settlement: Since they would not honor their price guarantee, I am now requesting they CANCEL my reservation and refund me in full. Their guarantee is non-existent as Priceline REFUSED to honor their advertising claim. I would like a full refund for this deceptive practice. Please cancel the reservation and credit me the full price charge!!!! Thank you.

Business

Response:

Dear [redacted],

We are sorry but the type of hotel reservation you purchased in Miami is

non-changeable and non-refundable. To review the terms and conditions of your

reservation, please feel free to visit the Help section located on our home

page.

Also, your claim for the Priceline Best Price Guarantee was not eligible as we were

unable to locate the lower rate online for your reservation within 24 hours

after purchase.

If you would like to review the full details of our Best Price Guarantee,

please click on the following link, or copy and paste into your web browser: [redacted].

We

thank you for emailing us today.

Sincerely,

Customer Service Specialist

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: Hello, I made a booking for a rental car, booking number XXXXXXXXXXX on the 31st of March, 2013 for a time period starting the 5th of April, 2013 to the 8th of April, 2013. However, due to the fact that I am undergoing a medical treatment by a chiropractor because of an accident I have had on the 11th of March, 2013 my chiropractor advised me to fly instead of driving the car all the way upto NYC from Cleveland. I promptly called up priceline.com's customer service number explaining the situation to them, the agent on the phone told me that they would be able to cancel the reservation and the insurance I purchased through priceline($153 and $33) respectively and also not charge me the cancellation fee of $35 provided I give them my doctor's information within 24 hours from the time of the booking. I did this as suggested, however I hear from their customer service dept. that I would still be charged the $35 although my reservation won't be refunded even in the case of a medical emergency like mine is. This was totally contrary to what the agent on the phone told me a day before, and while I clearly explained this to the person I spoke to(on the 1st of April afternoon), she assured me that I would get a resolution within 3-5 business days. Even after 5 business days I didn't get any call back from Priceline, and when I called Priceline on the 8th of April to inquire about this, I was told that there's nothing they can do about this, the agent I spoke to was [redacted]) who told me that they might take a further 10 business days. It just seems like these are attempts by Priceline to dodge the issue and pay no heed to my medical situation. Priceline claims that cancellations can be done for extenuating medical reasons, but it doesn't seem like they follow up what they advertise on the website. Currently I have been ripped off to the extent of $153 for the rental itself and the $33 for the insurance although I didn't even rent the car in the first place to be charged insurance.[redacted].

Desired Settlement: DesiredSettlementID: Refund

I would like to be refunded the full amount of $153 that I have been charged for the rental reservation and the sum of $33 for the insurance coverage(which shouldn't even be applied in the first place since I haven't even rented the car). The agent on the phone promised me that she would be able to do both but would still charge me a cancellation fee of $35, totally contrary to what the agent I spoke to the previous day told me. I would like to not be charged the cancellation fee of $35 either.

Business

Response:

Business Response /* (1000, 5, 2013/04/12) */

Dear Mr.[redacted]

We are writing due to the complaint you have filed with the Revdex.com regarding a full refund of your reservation with National Car Rental.

In reviewing your request our record indicates you were refunded in full

($153.66) on 4/11/13. This refund will go back to your Visa ending in [redacted]

We thank you for the opportunity to assist you and hope you find this information helpful.

Sincerely,

Barbara Ayers

Executive Offices

Review: there was a death in my family and needed to book a flight with priceline.com to travel to elpaso tx to handle my family affairs. On the 28th of jan 2013 I called and spoke with an agent from priceline. I explained what I needed and why. I was booking a flight,rental car,and hotel through priceline. it was to depart from nahville tn. to arrive at elpaso tx. and my hotel was to be booked in alamagordo NM. I explained this was the deal I saw online. The agaent then confirmed exactly what I wanted. I even gave her the confirmation number on the package in question. Than she went to explain their policies and procedures and than stated that I would be departing from some other airport in north carolina. I explained to the agent no thats not what I said or wanted. She than began to give me an attitude and explain to me that she confirmed the wrong info with me. I explained that she didnt. Why would I book a flight in an airport that is no where near my location. She than told me she had to charge me to cancel the wrong flight. I explained that was unacceptable and that I wished to speak to a supervisor. I was placed on hold for over 20 min before a supervisor would even talk to me. I explained to the supervisor on what I wanted and what they did. I also explained thats why these conversations are recorded. she then said they would have to investigate the issue and get back to me. I than contacted my bank which is usaa. They put a stop on the payment and credited my account for the $800.00 some odd dollars they were trying to bill me. I waited for over an hour and nobody from priceline ever contacted me. I than had no choice but to rebook another flight through them online. They still never contacted me on this situation. and they billed me again for that flight. usaa credited my account again and I formally disputed it. priceline is still trying to take my money for a flight I didnt want in the first place. They made the mistake and now it seems im still paying for it. Priceline treated me poorly.

Product_Or_Service: flight package

Account_Number: XXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation)

Im not sure what can be done do them. But I definately dont feel I should have to pay for their mistakes. and quite frankly while I was dealing with the death of my uncle they treated me horribly and tried to and still are trying to take advantage of me. I would like to speak with someone from your agency so I can explain in more detail. I would like priceline to be accountable for their actions so nobody ever has to go through what went through and still going through.

Business

Response:

Business Response /* (1000, 5, 2013/03/27) */

Revdex.com, Inc.

Our records indicate that this matter has been addressed with the consumer, and a refund was issued for the purchase.

Sincerely,

Priceine.com

Review: On March 6th I scheduled a rental car thru Priceline.com. Conf. code [redacted] I incorrectly gave the wrong email address,It was the email address of my Nephew He has the same name as me and the email is very similar. When he got the email form priceline he thought he had been the victim of identity theft and cancelled the rental. This resulted in a cancellation fee of $21.00 which they said could not be refunded. Although in the terms and conditions it says there are no cancellations allowed. I contacted Priceline and they said that they had made an exception. If they made an exception to cancel why could they not make an exception to refund the fee? They have credited the fee less the cancellation fee. I have emailed them several times with no results except for some double talk. I have since rescheduled the rental but would like the cancellation fee returned. No where does it say anything about a cancellation fee. but rather no cancellations allowed at all. Thanks for your help.Desired Settlement: Refund the so called cancellation fee of $21.00. I know it is not a lot of money but they violated there advertised terms and conditions

Business

Response:

Dear Mr. [redacted],

Thank you for contacting us regarding your reservation

with [redacted] Rent a

Car 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 cancel fee charged for this

reservation.

Under normal circumstances, your reservation is

restricted and is non-refundable and non-changeable

An exception to the no-cancel policy was provided; and we

are unable to waive the fees.

Cancellation fees offset charges imposed by our travel

partners for the

cancellation of non-refundable reservations, and are

consistent with the

fees charged by the travel partners or other travel

agencies.

Prior to submitting your request, we presented a Contract

Page for you

to review and initial. The contract provided you the

opportunity to

review the information you are to submit. By proceeding

with the

booking, you indicated that the information you entered

is correct and

you agree to the terms and conditions stipulated in the

contract. For

your reference, a copy of your Contract Page has been

sent in a separate

email. Attached hereto is a copy of your initialed contract page authorizing the terms and conditions of your purchase.

We are sorry we did not provide you the answers you were

looking for and

we thank you for your time.

Sincerely,

Executive Offices

This

checkout page for trip number [redacted] was submitted on 2015-03-06

22:32:49

Review: Booked a room on priceline.com. When I got to the hotel my room was wrong and after being on the phone with their "customer service representatives" in india or pakistan or wherever they were located, nothing had been resolved. I ended up having to deal with the hotel directly to solve my issue. After the fact the agents at priceline.com informed the hotel that any charges against my credit card would be refunded. I had to dispute the charges to get anything done. Even still after the entire dispute process priceline.com lied in all the paperwork and said everything that I had booked was correct and what I received when I checked in. Now I'm stuck having to foot the priceline bill AFTER I had to pay the hotel directly to solve PRICELINES problems. Very shady way to run a business and should be illegal.Desired Settlement: I want a full refund on my credit card for the amount of the reservation that I did not get to use because it was wrong and not taken care of by the company I booked through.

Business

Response:

Dear Mr. [redacted],

Review: I pulled up "hotel information" online for Jacksonville Beach Fla. I called the first # listed which I thought was the hotel (my mistake.. it was Choose A Room.com who booked through priceline???) and was quoted a price of $155.00. I told [redacted] (sales rep) that I didn't want to pay that much so she said she would check for a lower rate. She got the price down to $120.00 per night, then I requested pool side (which the motel didn't even have) and she added $15.00 for a total of $135.00 per night plus tax. She took my ccard info and gave me a confirmation and travel #. Then I asked for the total charged to my card and the phone disconnected. I called back and was given a grand total of $711.02. What???? For 2 nights? It took a few seconds to take my $$$ but it's taking the act of congress to get it back. This is probably being done to more people that just myself! Thanks to this lie...My family had a very "scimpy" vacation. My advice is NEVER book throught Choose A Room /Priceline if you value your hard earned money. No company should be allowed to SCAM like this! The Choose A Room escalation team says they check the recordings of all the calls that their sales reps have with customers. Well if they really do there would not be a problem with my refund!!!!! SCAM/SCAM/SCAM/SCAM/SCAM/BEWARE?BEWARE/BEWARE!!!!!!!Desired Settlement: I would like the very first sales reprsentative repromanded for quoting wrong price and causing all of this problem. I would also like a refund for the difference in the amount quoted. I've wasted a lot of time on this matter.

Business

Response:

Revdex.com, Inc.

Review: I booked a hotel stay for 2 nights thru Priceline as I thought it was the best deal. 2 days before I was supposed to go I started having major car troubles causing me not to be able to go anymore. I called the hotel they told me I had to contact Priceline in order to cancel. Priceline told me I couldn't cancel or change my reservation AT ALL as it stated in my contract. I KNOW I read you had 24hrs to cancel, after that I can see their point but I was calling to cancel well before that. I talked with 2 different people and neither would refund me ANY of my money back. Do NOT book thru them unless you are 110% sure you will not have to cancel any of your reservations as they are not accommodating at all!

Desired Settlement: DesiredSettlementID: Refund

I just want my total of $193.24 refunded back to my account. That's what I paid for the hotel that I will not be using. I gave as much notice as I could. I'd like someone to work with me instead of just saying to bad so sad we now are keeping your money have a nice day.

Business

Response:

Business Response /* (1000, 5, 2013/07/30) */

Revdex.com, Inc.

The consumer is requesting a refund for a hotel room purchase due to a change in plans.

Attached hereto is a copy of the consumer's initialed contract page.

As noted, the consumer selected a reservation with the following cancelation policy.

* 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.

Our ability to cancel, change or refund the reservation is governed by contractual agreements with our travel partners, which state that the reservation selected by the consumer is non-changeable and non-refundable. We are truly sorry that we cannot change, cancel or refund the consumer's selected purchase.

Sincerely,

Priceline.com

This contract for request number [redacted] was originally initialed on 2013-07-14 21:24:59

Doubletree Hotel Oak Ridge

215 South Illinois Avenue

Oak Ridge, TN XXXXX

Check-In: Fri, Jul 26, 2013

Check-Out: Sun, Jul 28, 2013

Nights: 2 Nights

Rooms: 1 Room

Room1: [redacted]

Room Type: 2 Double Beds - Nonsmoking Room - Free Internet, Fridge

Hotel Freebies:

Special Discount 15% off - Free internet in room and free parking

Summary of Charges

Room Cost:

avg. per room, per night $84.15

Rooms: 1

Nights: 2

Room Subtotal: $168.30

Taxes & Fees :

$25.04

We've chopped fees on this hotel.

Total Charges:

prices are in US dollars $193.34

Best Price Guarantee on this hotel

Important Information

* Room Description: 2 Double Beds-Nonsmoking Complimentary Hi Speed Internet Access Refrigerator-Cable Pkg With HBO-Clock W/Mp3

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

* Hotel Freebies Details:

Special Discount 15% off - Advance Purchase Offer Details.

Free internet in room and free parking

Promotion Details

Negotiated Specials may be limited to certain dates and subject to availability.

x close window

* 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.

* 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.

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

* The reservation holder must present a valid photo ID and credit card at check-in. The credit card is required for any additional hotel specific service fees or incidental charges or fees that may be charged by the hotel to the customer at checkout. These charges may be mandatory (e.g., resort fees) or optional (parking, phone calls or minibar charges) and are not included in the room rate.

INITIAL HERE: **

I HAVE READ AND AGREE TO ABIDE BY THE TERMS AND CONDITIONS AND PRIVACY POLICY.

Consumer Response /* (3000, 7, 2013/08/01) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

They aren't working with me at all, I feel robbed that they just want to take all my money and not help the situation at all.

Business Response /* (4000, 9, 2013/08/09) */

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.

The consumer is requesting a refund for a hotel room purchase due to a change in plans.

The consumer selected a reservation with the following cancelation policy.

* 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 are sorry that we are unable to assist the consumer any further in this situation.

Sincerely,

priceline.com

Review: On January 14, 2016 I booked through Priceline.com LLC subsidary/ partner ([redacted]) a room at the [redacted], in [redacted]. I based this booking upon representations made upon the Priceline.com LLC website that 1) Pet's were allowed, 2) Clean as well as aesthetically pleasing conditions,and 3) Flexible cancellation.

Upon arrival the desk clerk charged a resort fee of $11 and change before informing my wife that no pets were allowed, and that the hotel was actually moving towards a no pet policy. She then said she could and would not cancel the reservation, and refund our money. My wife and myself looked at the room and it was and is a dive with curtain falling down, well used beds, and looked as if the rooms were rented by the hour. We marched with our 8 year old daughter back to the office, and asked the desk clerk one more time to refund our monies. She stated that she was not authorized and the manager was the only one who could do so. We contacted Priceline.com LLC, and were transferred to [redacted] with the Priceline representative stating that [redacted] was the only one who could refund our money, as [redacted] was responsible not Priceline. [redacted] spoke with the same desk clerk who told the representative that she could not refund our monies, the room rate, as well as the resort fee she had just charged. The [redacted] representative reiterated to us that the manager was the only one that could refund our money, and that it was up to them. She transferred us back to Priceline that again refused to remedy this matter of misrepresentation and fraud through an associated subsidiary ([redacted]). The representative then transferred us back to an Agooda rep who again spoke with the desk clerk, and then informed us that we would be refunded in full as soon as the manager approved of it. I received two emails from [redacted] this evening one stating that the room rate would be refunded in full, and another moments later that stated one half of the room rate would be refunded. This is flexible cancellation for a reservation made less than 24hours prior, where the facility misrepresented itself and its services. No mention has been made of the resort fee refund. Priceline representatives utilize this companies subsidiaries as partners as an avoidance of responsibility for representations or lack thereof. Priceline quickly canceled the transaction without refund, and attempted to eliminate representations made by directing links to dead ends in my account. We ended up finding other accommodations that were clean and accepted our pet. Still we have not been refunded our monies for these companies misrepresentations. However, I have screenshot copies of the representations made by Priceline, [redacted], and [redacted] of cleanliness and its acceptance of pets.Desired Settlement: I want to be refunded in full of $107.54 consisting of the room rate and resort fees paid.

Consumer

Response:

Hi Caroline, We have reached a resolution were Priceline.com LLC has reimbursed us for the two nights room rate ($96.24) at the facility in full. The excess of the amount $11.30 charged out in our complaint as filed with your office requires us filing a complaint against this dive we never stayed at in Central Florida. So, as far as Priceline.com we consider this matter as closed. Thanks, [redacted]

Review: I used priceline in the past and loved it, I was encouraged by advertisement to download the app. So this time when I needed hotel reservations I opted to use the app after browsing for a day or two. I was in a parking lot and very carefully made my choices. I selected the name your price option for a 2 1/2 star hotel in Turlock CA. My bid was rejected but I was offered something similar at $53 I was happy with that price so I took it put my information and got the confirmation then I realized it was for Stockton CA. I immediately contacted customer service and they told me there will be a one time exception and They'll refund me half and if I made a reservation again They'll refund half of that. I would've been happy with that if I had changed my mind but I was sure I didn't and I let them know. They offer to transfer me to Customer relations, I guess the agent was not aware of how to transfer because I got a dial tone. I call back and so did [redacted] From customer relations and left a message which was nice. After realizing that they had no power in refunding the $31.24 cancellation fee I decided to think about it and check how far was Stockton well it's pretty far from Turlock. I then again checked the app since I wanted to see where I could have made the mistake if I had. All the search settings were still set for Turlock CA. I did the name your Price and so where they ask you to choose the Area Turlock was the last option and Stockton was about two areas away, I'm sure I did not make a mistake. I then look at the app reviews and saw that someone had a similar issue only 16 hours before and that they got charged the fee two times. I believe it was an app error and not my mistake. Since customer service could not refund the fee. I called again and had the original reservation cancelled then I went ahead and made a new one on my desktop did not want to risk using the app again I will be Credited $31.24. I took that in the hopes I could resolve this directly with head quarters.Desired Settlement: I would Like a refund of the $31.24 as I am sure it was an app error it could be really sensitive scrolling or something like that since is not like the desktop version where you click your options.

Business

Response:

Review: I have made a reservation with priceline for Feb 13 midnight, but it took 12:05 am time as my pickup for car. Later I found better deal with [redacted] and contacted the priceline to cancel or honor this. There is no way for me to select exactly 12:05 am time (I can either select midnigt or 12:30am)in the calendar for [redacted]. I could not able to replicate exact time as the priceline. So the customer representative said they are helpless because I cannot show the price for 12:05am pickup time. Even in priceline there is no option to choose 12:05 am but it took it on its own.Desired Settlement: I have spent almost 2 hrs with customer representatives and lost hope. I just want them to give the money that they owe for my time and correct the error that is in their system. May be application code.

Business

Response:

Dear [redacted],

We wanted to take this time to contact you in regards to

your [redacted] Rent a Car reservation booked under Trip Number [redacted]48.

We are writing to let you know that we have received your

Revdex.com concern in our

Executive Offices.

When reviewing your concern we show that while chatting

with one of our Chat Customer Care agents you stated that you were able to find

a lower rate of $90.91; however, the agent was unable to complete the Best

Price Guarantee due to scheduled pick up time being 12:05 AM instead 12:00 AM.

The agent was later able to find a itinerary that matched

on priceline.com with a rate of $97.94 which was still lower than the

$114.24 that you were billed. The agent advised that they

would refund 100% of the difference to match that rate. The difference between

those rates is $16.30; however, priceline decided to refund you 200% of the

difference instead and a refund for $32.60 was processed back to your account

on February 11, 2016. This makes your total for the reservation now only $81.64

which is lower than the $90.91 rate that you found on [redacted].

We apologize for the frustration regarding the pick up

time being schedule for 12:05 AM; however, we are truly unable to offer any

additional compensation above the $32.60 refund that was already processed.

We are sorry we did not provide you the answers you were

looking for and we thank you for your time.

Sincerely,

Bryan B[redacted]

Executive Offices

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I had to chat with 3 customer care reps(second customer care rep closed the chat not even waiting for my reply ) to prove that the scheduled pickup date that I selected was Midnight and the system took 12:05 AM. There is no way in priceline system to choose 12:05 AM (No 12:05 AM option in priceline calendar). I want to know why my itinerary showed 12:05 AM instead of 12:00AM.

On Aug31, 2015 I searched for a 4 star hotel in Barcelona using Priceline. After looking at what is available I choose to do name your own price. I bid $75, $85 and $95 but were all declined. After changing it to $101, my offer was accepted to Gotico hotel.
Before using the name your own price option, I searched the 4 star hotel list that Priceline has. Gotico hotel was not on the 4 star list.
After having the offer accepted, I clicked on the link for the hotel and it showed that it sells for $79 a night and on a second search it showed $73 a night both on Priceline . That was also the case on other websites. (I have screenshots as proof for these noted prices)
I choose 4 star rating knowing that criteria for such high rating would include things like:
usually offer a fine-dining restaurant, lounge, and room service with extended hours. Service features usually include baggage assistance, concierge service, and valet parking. A conference center with up-to-date technology and full business services are usually offered. Public spaces and guestrooms are thoughtfully designed and constructed with high-quality materials. Guestrooms generally offer stylish furnishings, high-quality bedding and bath products, and a wide array of amenities.
- Reference
at: http://www.cerf-resort.com/hotelstarratings.html#sthash.5lt5Ff6O.dpuf
This hotel has NONE of these items listed above. From the review on the Priceline website, a costumer states that the pictures were in a better quality then the reality. Also that there is no room service as well as no restaurants or lounges that are open or available. Also there are no amenities available. This is unacceptable.
Looking at the pictures alone, it is very obvious that the hotel is outdated with old warn out furniture, bedding and décor. This does not come close to a 4 star rating. There are customer reviews stating that the hotel is worn down and is dirty. The condition of this hotel is unacceptable.
After the booking, I called Priceline customer service to express my dissatisfaction. The representative had no interest in resolving the dispute and was very rude throughout the call. I asked to be transferred to a supervisor who was equally not helpful and condescending.
The more research I did on this hotel, the more I was disappointed. I only agreed to purchase a room in a 4 star hotel. This hotel is clearly not 4 star quality. If this meets Priceline's expectations, they will lose a loyal customer forever.

Review: I recently placed a bid at Priceline for a New York City hotel. The bid was for a room for a family of 4 people. The room ended up only having one bed, however, which is not acceptable for a family of 4, with two 18+ daughters who don't want to sleep with their parents. We contacted Priceline and all they did for us was change the room to two double beds. However they charged us an extra $30 for the 6 nights we're staying, coming out to an extra $180. For the extra $180 we've wasted on this, we could have gotten a much better hotel. This is completely unacceptable. I've read online testimonials of this happening to other people as well, which makes me think this is something the two parties (Priceline and the hotel) may both be aware of, but continue to do.

Product_Or_Service: Hotel room

Order_Number: trip number: XXX-XXX

Desired Settlement: DesiredSettlementID: Replacement

Assuming this comes to Priceline.com's attention after we've returned from our trip, our desired settlement would be a refund of the extra $180 we had to spend.Ideally they would compensate us with some credit as well, if they'd like us to ever use their service again.

Business

Response:

Business Response /* (1000, 5, 2013/07/23) */

Revdex.com, Inc.

We are sorry that the consumer was unaware that all rooms will accommodate up to 2 adults.

On each consume**' contract page (including the contract page in question), we clearly and conspicuously place the following disclosure regarding requests for bed types labeled under Important Information.

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.

All special needs and requests must be arranged directly with the hotel at which you will be staying. Priceline will provide you with all of the information you need to contact your hotel.

DO YOU NEED A ROOM WITH A SPECIFIC BED TYPE? ROOMS RESERVED THROUGH PRICELINE ARE GUARANTEED TO ACCOMMODATE UP TO 2 ADULTS COMFORTABLY. THIS INCLUDES ROOMS THAT MAY HAVE:

* 1 DOUBLE

* 1 king

* 1 queen

* 2 doubles

* 2 twins

If you require a specific bed type, please contact your hotel directly. All bedding requests are based on hotel availability and are at the discretion of the hotel. A fee may be incurred and is the responsibility of the customer. For specific room type requests (deluxe, suites, etc.) try our Shop and Compare option.

We appreciate the opportunity to clarify this matter and hope this information is helpful in resolving the inquiry.

Sincerely,

N [redacted]

priceline.com

This contract for request number [redacted] was originally initialed on 2013-07-19 15:47:52

Please Review Your Request

3½ Star Upscale-Plus Hotel

Which hotel will I get?

Check-In Date: Monday, July 22, 2013

Check-Out Date: Monday, July 29, 2013

Region New York City

City Areas: Empire State Building Area

Midtown East

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: [redacted]a

Number of Rooms: 1

Number of Nights: 7

________________________________________

Offer Price Per Room, Per Night: $225.00

Subtotal: $1575.00

Taxes and Service Fees:

$337.19

Total Charges*: $1,912.19 Have a coupon code? Apply Coupon

________________________________________

Purchase Trip Cancellation/Interruption Insurance

Check here to cover you**elf in the event of unforeseen illness, injury, and job loss for only $5.00 per room per night. Details.

*Prices are in US dolla**.

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 fi**t 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.

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, vouche**, 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.

INITIAL HERE:**

I HAVE READ, ACCEPT AND AGREE TO ABIDE BY PRICELINE.COM'S TERMS AND CONDITIONS AND PRIVACY POLICY.

Review: Priceline failed to inform a hotel property if my confirmed reservation and it caused a delay of an hour to my day to sort the issue out. The hotel did its best and did not have immediate success with Priceline and I had to further the inquiry myself. The customer relations person I spoke to form the [redacted] was rude and attempted to dismiss my inconvenience by claiming that I was early by a half hour which is actually rubbish. The property had many rooms but no info. She failed to listen and respond accordingly and I am fed up with bad customer service from Priceline's foreign customer service centers. I lost an hour and deserved a sincere apology at the least and credit at most. The unfortunate representative did not take me seriously. Blanche HamptonDesired Settlement: An apology and modest credit for my time and embarrassment at the front desk at the [redacted] on April 9, 2014 at about three pm in the afternoon.

Business

Response:

Trip Number(s): 3[redacted]0

Review: I accidentally submitted a double bid for a hotel by an error with their website and paid a 10 dollar fee for a cancellation insurance yet when I called to cancel the reservation that was for the same dates But for a different hotel they refused to issue a refund even though I paid a fee in case I had to cancel the reservation. When I called the number they provide for cancellation insurance they stated that they cannot cancel the reservation. The way the website promotes the cancellation insurance is a false statement or misrepresentation. I think is luducrous that I am being charged for two identical reservation for the same nights at two different hotels and they still refused to issue a refund when I paid for a trip cancellation insurance. This company should be investigated for unfair business practices. I am sure that I am not first or last person this company has scammed out of their money. My home recently burned down and those $153 is a huge amount considering my family just lost everything we own. The priceline itinerary# XXX-XXX-XXX-XX

Product_Or_Service: Hotel booking

Account_Number: XXX-XXX-XXX-XX

Desired Settlement: DesiredSettlementID: Refund

153.06 refund . They are claiming that the other reservation in question was for different dates how ever the bottom line is they overlap and I did not need too different hotels for the same dates of this booking. I would actually like go even as far as requesting a refund for the entire trip since I spent my entire stay at the hotel annoyed and spend everyday trying to resolve this issue.

Business

Response:

Business Response /* (1000, 5, 2013/06/14) */

Dear Mr. [redacted],

We are writing due to the complaint you have filed with the Revdex.com regarding your reservation at the Holiday Inn Express Lawrence-Andover.

Mr. [redacted], we understand you wanted to cancel this reservation due to having overlapping reservations and you thought the Travel Insurance you purchased would cover this issue. When purchasing the Travel Insurance you were provided with a policy to review. Because our agents are not licensed insurance agents they can only direct you to BerkelyCARE for further information. After contacting BerkelyCARE you were advised a change in travel plans was not covered. We cannot offer a refund 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,

Executive Offices

Review: my girlfriend booked a hotel room through priceline by bidding. received a reservation for the doubletree hotel virgina beach. Called the hotel directly twice trying to verify a non smoking room they couldnt find any info the first time the second time the lady puts me on hold to look then answers the phone as a new phone call and says didnt I just put you on hold. clearly no good customer service. I call priceline directly and even though we paid for trip protection.[redacted] id XXXXXXX. said we could not switch hotels he would put in a request for non smoking since [redacted] is an asmatic but we would need to call and confirm with the hotel. we purchased trip protection and still cannot change anything. this is poor service and bad business.

Product_Or_Service: hotel stay

Order_Number: XXX-XXX-XXX-XX

Account_Number: XXX-XXX-XXX-XX

Desired Settlement: DesiredSettlementID: Refund

I want a full refund including trip protection. I tried working with priceline to get them to book a diffrent spot and that wasnt an option and all the trouble I have had with them I will never use them again

Business

Response:

Business Response /* (1000, 5, 2013/05/14) */

Dear Mr. [redacted],

Thank you for contacting us regarding your reservation at the Doubletree Hotel Virginia Beach booked under Trip Number [redacted].

We are writing to let you know that we have received your Revdex.com concern in our Executive Offices. We understand you are requesting to change or cancel your reservation because you require a non-smoking room and you are unhappy with the experience you received when you contacted them by phone.

We reviewed your reservation and confirmed when our representative contacted the hotel; they were advised that the whole property is a non-smoking facility so upon arrival you will be given a non-smoking room. We are sorry if you are unhappy with the customer service experience you received when you contacted the property; however, your reservation is non-changeable, non-refundable and non-transferable.

We are sorry we did not provide you the answers you were looking for and we thank you for your time.

Sincerely,

Executive Offices

Consumer Response /* (3000, 7, 2013/05/16) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

the fact we purchased trip protection should allow us to change hotels why did I spend this extra money if I cant use it?

I feel this is bad faith on the part of priceline and bad business practice on the part of priceline. I for one will never use priceline again as I am unhappy with the so called customer service with priceline and the hotel they booked us in.

I wasted 2 hours of my time trying to confirm a non smoking and the booking. I'm not asking for reimbursement for my wasted time (which I feel I should be compensated for) I am asking priceline get me a room in a hotel with better customer service or refund my money

Business Response /* (4000, 9, 2013/05/22) */

Revdex.com, Inc.

The consumer purchased travel insurance along with a Name Your Own Price, non refundable purchase, and would like a refund due to a change in plans.

Attached is a copy of the consumer's contract page agreeing to the non refundable, non changeable purchase.

What does the Travel Insurance cover?

Coverages included in the Travel Insurance when purchasing a Name Your Own Price�® Hotel include:

* Trip Cancellation and Trip Interruption

* 24/7 Worldwide Emergency Assistance

Trip Cancellation and Trip Interruption

If you must cancel or interrupt your trip for a covered reason, the plan provides coverage for the prepaid, non-refundable and unused payments or deposits that you paid for your Name Your Own Price�®. Covered reasons include illness, injury or death to you, an immediate family member, traveling companion or business partner. Additional covered reasons include job loss, jury duty, subpoena, home made uninhabitable by fire, flood or natural disaster, being involved in a documented traffic accident while en route to departure and more.

TRAVEL INSURANCE DOES NOT PROTECT YOU IN THE EVENT OF UNFORESEEN BUSINESS OR PERSONAL OBLIGATIONS, CHANGES IN YOUR TRAVEL PLANS AFTER YOUR OFFER IS ACCEPTED OR DISSATISFACTION WITH YOUR ITINERARY

BerkelyCare Travel Insurance Description of Coverage can be found on the FAQ section of the priceline.com website as well as the consumer's contract page and confirmation/accept page.

http://www.priceline.com/vacations/Lang/en-us/InfoCtr/Travel_TI_BC_Coverage.asp?...⇄ />
Sincerely,

Priceline.com

Review: I booked a [redacted] area hotel on 5/18/15 using priceline express deal. Priceline express deal doesn't show the hotel name but for every type of room available for booking it shows how much savings you get by using express deal compared with retail price. I booked a king room and at the right of my booking it showed 68% saving, which indicated that the listing price should be over $200. However when I checked out it showed only 26% saving instead. After checking out I got to know that the hotel was [redacted]. I then went to the hotel's website and found that the listing price of the same room I just booked was only $99 prior to discount. So it's actually only 26% savings. Please be noted for express deal the discount rate is cleared displayed on the right of each booking, without any term like "up to" or "as much as". So 68% savings is obviously a false number. As of this time when I'm writing this complaint, price line website still shows 68% savings for the exact express deal, see below link --[redacted]

I sent an email from priceline website filing the complaint right after my booking and got no response. Then I tried to contact online chat and got a CS representative named [redacted] to chat with me. He didn't offer any help, but repetitively stressed that I contacted him after 24 hours and he was not able to research the price of the hotel the moment I booked. Moreover he didn't even show any interest in correcting the obvious error on the website when I pointed to him that the 68% savings was the wrong number. Either the hotel or priceline obviously marked up the original price to make the discount look great to promote the very hotel. BTW the same hotel was not even listed under regular price options on Priceline website. I guess the hotel is so badly managed and got a lot of negative reviews that they probably won't sell much using regular listing thus they choose to use express deal to promote the hotel. The fact that Priceline CS showed no interest in helping customer and correcting website error made me think that whether Priceline is also part of such dishonest practice or not. I'm requesting a full credit card refund of the booking. My priceline trip number is : [redacted] I do have the website captures saved to prove that the discount number was wrong, and it's still wrong as of the time I'm writing this email.Desired Settlement: Offer me full refund and correct the website discount number displayed in express deal. If the hotel intentionally marks up the price (higher than the retail price) to manipulate discount rate then priceline should blacklist such hotel since this is a dishonest practice.

Business

Response:

RevDex.com, Inc.

Review: My bank account was charged wrong fully many times when no hotel reservations were made but kept on taking out funds from my checking account. I have to call my bank several times to resolve the issue. They are taking advantage of putting my bank account information online. Very hard to speak with a real person on the phone. After waiting for hour or more the representative has no solid answer to your questions. There business practice needs to be more transparent and clear.

Product_Or_Service: Hotel reservations

Desired Settlement: DesiredSettlementID: Refund

Had to go through with great deal of inconvenience because of there unethical business practice. Would like to get the refund of all my charges made by them. Almost $800.00.

Business

Response:

Business Response /* (1000, 5, 2013/06/12) */

Dear Ms. [redacted],

We are writing due to the complaint you have filed with the Revdex.com regarding the authorizations placed on your credit card,

As part of the request process, we authorize your card in order to verify that the card will accept the full amount of the charge.

Authorizations will automatically drop off soon after the charges are processed and in most cases are removed within 3 to at most 7 days.

In addition, if you book a hotel reservation, the hotel may also place an authorization on the card you present upon check-in to cover incidentals that may occur during your stay. The amount of the authorization varies by hotel, but in some cases can be as much as $200 per night. For more information on hotel authorizations, we suggest you contact the hotel directly.

Please note that an authorization is not a charge, so it will not appear on your monthly statement. Your card will only be charged once, if and when we successfully book your reservation.

We thank you for the opportunity to assist you and hope you find this information helpful.

Sincerely,

Executive Offices

Review: Reference Itinerary # XXX-XXX-XXX-XXDear Sir / Madam Heres a summary of what occurred so far: I purchased two roundtrip airline tickets from PRICELINE.COM on December 8, 2012 for me and my mother-in-law, who is 86 years old to travel to Mumbai, India on January 30, 2013 by Air India. I paid a total of $2,599.04 for two roundtrip tickets including $29.00 + $29.00 for Travel Insurance Fee for both of us. The name and address of insurance company related to these tickets is BERKELY Claims Department, and their address is [redacted] Jericho Quadrangle, Jericho, NY XXXXX.Since last 25 years, my mother-in-law has had to take medicine for a Heart condition. On January 22, one week before travel, my mother-in-law complained about not feeling well. She felt weakness and dizziness, and we were uncomfortable with going to India given her age and medical condition and wanted to stay in the U.S. to ensure she got the best medical attention if needed. We called PRICELINE.COM several times to determine the best way to approach this issue. PRICELINE.COM representatives advised that we could cancel the tickets if we wanted to and that there should be no issue with getting a refund as we were cancelled well in advance of the flight and also because we had bought insurance along with the tickets. Based on their reassurances, we cancelled both tickets a week before the planned travel date. During the cancellation process, PRICELINE.COM explained that we would have to call the insurance company for the refund. The insurance company in turn asked us to complete several forms, which we completed and returned timely. After a review of the paperwork, the insurance company indicated that since this was not an emergency situation, they could not offer us a refund and redirected us to PRICELINE.COM. Since then, we have tried working extensively with Air India, PRICELINE.COM, and even American Express, our credit card company to get our funds back. Air India indicates that we need to deal with PRICELINE.COM since the tickets were bought from them. PRICELINE.COM indicates that they cannot assist us despite the reassurances they had given us before the cancellation and that we need to deal with Air India.The bottom line is that someone PRICELINE.COM or Air India got funds for a travel that never occurred. They are benefiting for services that were NEVER provided. We tried our very best to ensure that this process went smoothly and proactively spoke to PRICELINE.COM several times to ensure we followed the proper protocol. There was NEVER any communication that indicated that we could lose the money that we had paid if we cancelled the tickets. There is absolutely no reason for us to lose the entire $2,599.04 when we had both bought insurance and were responsible enough to cancel well in advance of our travel date. We ask that you assist us with this matter by having the appropriate company provide us with either a refund of the funds that we had paid or by crediting us two roundtrip tickets to India. Thank you for your help and time.[redacted]

Product_Or_Service: Two round trip tickets to travel India.

Order_Number: XXX-XXX-XXX-XX

Account_Number: REF. ITINERARY # 13

Desired Settlement: DesiredSettlementID: Refund

We request settlement that you assist us with this matter by having the appropriate company provide us with either a refund of the funds that we had paid (PRICELINE.COM can charge cancellation charge for two round trip tickets) or by crediting us two round trip tickets to India (with in one year travel time)

Business

Response:

Business Response /* (1000, 5, 2013/05/08) */

Revdex.com, Inc.

Our records indicate that this matter has been addressed with the consumer, and a refund was issued for the purchase.

Sincerely,

Priceine.com