Priceline.com

Review: Price line claims to help users obtain discount rates for travel related purchases but the amount I was billed for was higher than the direct charges from the hotel itself for a room on same dates.Desired Settlement: I would like my purchase through price line completely refunded.

Business

Response:

The consumer chose

to visit our Published Price website where consumers have the opportunity to review

and compare hotel room rates prior to selecting and purchasing hotel room

reservations.

The consumer

selected a specific hotel property from a list of participating

properties, at the disclosed room rate, including taxes and fees. Upon

hotel room check-in/out the hotel representative

provided the consumer with the lower negotiated room rate established between

priceline.com and the hotel, which is not available to the public.

Priceline.com is a

travel agent and as such, makes hotel room rates available on behalf of the

hotels. Just like every other business, we receive reduced rates because we

sell in large volume, and if you compare our rates, you will find them to be

very competitive. We strive to offer customers the best alternatives for saving

money while at the same time maintaining profitability.

Priceline.com

provided the consumer with his/her selected hotel, at the disclosed summary of

charges. We apologize if the consumer is

disappointed with the difference in rates; however, priceline will not be able

to offer a refund for the difference in rates.

Attached

hereto is a copy of the consumer’s contract page agreeing to the terms and

conditions of the purchase as well as the selected room rate/summary of

charges.

We appreciate the opportunity to clarify.

Sincerely,

priceline.com

?????

Your Room: 2 Queen Beds/Nonsmoking/AM/Fm Radio/32 Inch

Lcd/Plasma

Tv/Coffeemaker, In-Room

Room sleeps 2 adults

Flexible Cancellation

Check In: Sat, Aug 01, 2015

Check Out: Mon, Aug 03, 2015

Rooms: 1 room for 2

nights

Room Rate: $71.73 per room/night

Taxes & Fees: $18.58

Room Total: $162.04

Guest Info (Room 1)

Billing Info

Credit Card Info ? ? ? ?

XXXXXXXXXXXXXXXXXXX

Expiration Date and Security Code

By tapping Book Now, I agree to the Booking Conditions, T erms and Conditions, and

Privacy Policy

Booking Conditions â ¸

Book Now

IMPORTANT INFO PAGE

View taxes & f ees ?

Guest name and billing name are the same

United States

Send me email deals

T axes and Fees

Amount: $18.58

Prices are in USD.

Night ly Rat es

Sat, (08/01): $76.00

Sun, (08/02): $67.46

Cancel Policy

We understand that your travel plans may change. That's why

priceline doesn't charge you a change or cancel fee. For the room type you've

selected, you can cancel your reservation for a full refund up until noon on

Friday, July 31st (local hotel time). If you decide to cancel

your reservation anytime between noon on Friday, July 31st and

noon on Saturday, August 1st (local hotel time), the hotel requires

payment for the first night's stay. You will be charged for the first night's

stay including taxes and fees. Any remaining amount will be refunded to you.

Refunds or cancellations are not available after noon local hotel time on your

day of

arrival (Saturday, August 1st).

About -Star Hotels

About Taxes and Fees

Important Information

Terms & Conditions

Privacy Policy

BOOKING CONDITIONS

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

Negotiated Special Details:

On Sale Now -> Save 5% on this

stay â Book Now and Save

Offer Details: Negotiated Specials may be limited to certain

dates and subject to availability.

Cancel Policy: We

understand that your travel plans may change. That's why priceline doesn't charge

you a change or cancel fee. For the room type you've selected, you can cancel

your reservation for a full refund up until noon on Friday, July 31st (local

hotel time). If you decide to cancel your reservation anytime between noon on

Friday, July 31st and noon on Saturday, August 1st (local hotel time), the

hotel requires payment for the first night's stay. You will be charged for the

first night's stay including taxes and fees. Any remaining amount will be refunded

to you. Refunds or cancellations are not available after noon local hotel time

on your day of arrival (Saturday, August 1st).

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 ccommodations

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.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Priceline should stop marketing itself as a company that provides cheaper rates to consumers. The only reason I used Priceline to book a room was because of the following message on the priceline website: " Priceline.com is an American company and a commercial website that claims to help users obtain discount rates for travel-related purchases such as airline tickets and hotel stays." I received a higher rate through Priceline than I would've been charged if I had booked a room at the hotel directly. I did not receive a discount rate nor did I save any money booking a hotel room through Priceline.

Sincerely,

Review: I went online at priceline.com to do price comparisons for a rental vehicle. I was ONLY trying to do bids NOT purchase a rental car. I went thru the instructions, entered my card info and intials and I accepted terms for what I THOUGHT was a price bid not a rental car purchase. I charged 134.98 fora 4 day rental reserved at Hertz at Charlotte Douglas Airport. I called rental company to cancel reservations for refund and they directed me to priceline.com. Because they reserved it I would have to go through them to cancel. When I called customer service, I was told no refund no cancellation and I was refused a contact number for corporate office. I was given an address to write a letter of complaint to receive my money. My bank agreed to release the funds if Priceline would agree to not reissuing auth on payment. The call center reps refuse to allow us to speak to manager and kept repeating the policy when I asked questions. this went n for approximately 3 hours. If the rental place is contacted they will show where that reservatio was never picked up or used. They wanted to refund me because they in return lost business for a reserved rental car NOT being used. This is ridiculous, this is a horrible policy and I wil fight this with everything in me to get my money back. It may seem like a little but it is still my money lost. please help me.

Product_Or_Service: rental car

Account_Number: na

Desired Settlement: DesiredSettlementID: Refund

I want a full refund of 134.98. my account has been in jeopardized state because of this incident.

Business

Response:

Business Response /* (1000, 5, 2013/04/17) */

Revdex.com, Inc.

According to the consumer, she was unaware that she was purchasing a non-refundable Name Your Own Price rental car reservation, and requests a refund.

The consumer states: ''I was ONLY trying to do bids NOT purchase a rental car.''

We are sorry that the consumer was unaware that she had selected and authorized the purchase of a non refundable rental car. On each consumers' contract page (including the contract page in question), we clearly and conspicuously place the following disclosure regarding this issue labeled under Important Information.

Important Information

Once you've reviewed your information above, please review the following rules regarding rental cars issued through priceline.com:

* Priceline rental cars are non-refundable, non-transferable and non-changeable even if the reservation is not used.

* If your offer is accepted, we will immediately lock in your reservation and charge your credit card.

Our ability to cancel, change or refund the reservation is governed by contractual agreements with our travel partners, which state that rental car reservation selected and purchased by the consumer is non-changeable and non-refundable.



We hope you find this information helpful and we appreciate the opportunity to clarify this matter.

Sincerely,

Priceline.com

Consumer Response /* (3000, 7, 2013/04/18) */

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

I do not accept the offer. I want my money back. Clearly the rental place has records of me calling and NOT confirming a rental. I will not settle for this response. Contract rules or not it still stands I DID NOT want a rental!! I am waiting for my money or this will go further. Mistakes are made I think we all clearly can see I wouldn't go thru this process if my statements were not sincere. My bank even has records of disputes and notes from the 3 hours I spent fighting this the same day. Not to mention your reps refused to let me speak with management about the issue. And STOP emailing me I will never use this establishment if a rental was needed

Business Response /* (4000, 9, 2013/04/19) */

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, she was unaware that she was purchasing a non-refundable Name Your Own Price rental car reservation, and requests a refund.

The consumer states: ''I was ONLY trying to do bids NOT purchase a rental car.''

Priceline clearly disclosed the terms and conditions prior to purchase.

We are sorry that the consumer was unaware that she had selected and authorized the purchase of a non-refundable rental car. On each consumers' contract page (including the contract page in question), we clearly and conspicuously place the following disclosure regarding this issue labeled under Important Information.

Important Information

Once you've reviewed your information above, please review the following rules regarding rental cars issued through priceline.com:

* Priceline rental cars are non-refundable, non-transferable and non-changeable even if the reservation is not used.

* If your offer is accepted, we will immediately lock in your reservation and charge your credit card.

Our ability to cancel, change or refund the reservation is governed by contractual agreements with our travel partners, which state that rental car reservation selected and purchased by the consumer is non-changeable and non-refundable.

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

Sincerely,

priceline.com

Consumer Response /* (3000, 15, 2013/04/23) */

what is the next step then? I will not end this until my money is returned. All parties involved who heard my complaint is willing to reverse tge charge. My bank and the rental place were willing ti work with me. Pricelune was not.. I want direct contact information for corporate ans legal action if needed. So I would like to reopen this case

Business Response /* (4000, 17, 2013/04/24) */

Dear [redacted]:

We have received [redacted]'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.

[redacted] states in her most recent rebuttal:

''what is the next step then? I will not end this until my money is returned. All parties involved who heard my complaint is willing to reverse tge charge. My bank and the rental place were willing ti work with me. Pricelune was not.. I want direct contact information for corporate ans legal action if needed. So I would like to reopen this case''

According to [redacted]'s complaint from 4/15:

''I went online at priceline.com to do price comparisons for a rental vehicle. I was ONLY trying to do bids NOT purchase a rental car. I went thru the instructions, entered my card info and intials and I accepted terms for what I THOUGHT was a price bid not a rental car purchase. I charged 134.98 fora 4 day rental reserved at Hertz at Charlotte Douglas Airport. I called rental company to cancel reservations for refund and they directed me to priceline.com. Because they reserved it I would have to go through them to cancel. When I called customer service, I was told no refund no cancellation and I was refused a contact number for corporate office.''

On each consumers' contract page (including the contract page in question), we clearly and conspicuously place the following disclosure regarding this issue labeled under Important Information.

Important Information

Once you've reviewed your information above, please review the following rules regarding rental cars issued through priceline.com:

* IF YOUR OFFER IS ACCEPTED, WE WILL IMMEDIATELY LOCK IN YOUR RESERVATION AND CHARGE YOUR CREDIT CARD.

* PRICELINE RENTAL CARS ARE NON-REFUNDABLE, NON-TRANSFERABLE AND NON-CHANGEABLE EVEN IF THE RESERVATION IS NOT USED.

Attached hereto is a copy of the consumer's initialed contract page authorizing the terms and conditions of her airline ticket purchase.

According to [redacted]'s he intends to dispute the charges with her credit card issuing bank.

In cases where unauthorized charges are placed on a credit card account as alleged by the consumer, we would not rectify the claim. In all matters such as these, the credit card holder reports the claim, or disputes the purchase with the credit card-issuing bank. The bank will investigate the credit card holder's claims, and priceline will always assist any investigation inquires.

Our ability to cancel, change or refund the reservation is governed by contractual agreements with our travel partners, which state that rental car reservation selected and purchased by the consumer is non-changeable and non-refundable. We are sorry that we are unable to assist the consumer with a refund.

Sincerely,

priceline.com

THIS CONTRACT for request number XXXXXXXXXXX was originally initialed on 2013-XX-XX XX:17:08

5 2

* Unlimited Mileage

* Automatic Transmission

Mid-Size Car

Pick Up/Drop Off:

Douglas Intl (CLT)

Charlotte, NC

Pick Up Date & Time:

Friday, March 29, 2013 - 7:00 PM

Drop Off Date & Time:

Tuesday, April 02, 2013 - 7:00 PM

Rental Company:

Traveling with a child or infant? Add a child seat

Add Child Car Seats (Optional)

You can request any of the child seat options below. These requests cannot be guaranteed and additional fees may apply at the counter. Contact the rental car company to confirm availability.

Infant Child Seat

For infants less than one year and under 20 lbs

Toddler Child Seat

Forward facing for children weighing 20-40 pounds up to 40 inches in height

Booster Seat

For children weighing 40 to 80 lbs

Summary of Charges

Your Offer Price:

$20.00 (per day)

Total Rental Days:

4

Subtotal:

$80.00

Taxes and Fees: (details)

$54.98

Total Charges:

prices are in US dollars

$134.98

Driver Information

First

MI

Last

Driver's age at pickup

under 25?

Security Deposit:

Please indicate what the driver will provide for the refundable deposit required at the rental counter:

Credit Card Debit Card

The debit card presented at the counter must be in the primary driver's name. Any funds used for the deposit cannot be accessed until after the car is returned. The amount required depends upon car type, rental period, and optional items.

For customers who use a debit card, some partners may require proof of round trip travel. Will you have proof of round trip travel, or are you a local renter?

Proof of round trip travel Local renter

Flight Information (Optional)

This will be used by the rental car company to monitor flight delays.

What Airline are you Flying? Your Flight Number:

IMPORTANT INFORMATION

ONCE YOU'VE REVIEWED YOUR INFORMATION ABOVE, PLEASE REVIEW THE FOLLOWING RULES REGARDING RENTAL CARS ISSUED THROUGH PRICELINE.COM:

* PRICELINE RENTAL CARS ARE NON-REFUNDABLE, NON-TRANSFERABLE AND NON-CHANGEABLE EVEN IF THE RESERVATION IS NOT USED.

*

* IF YOUR OFFER IS ACCEPTED, WE WILL IMMEDIATELY LOCK IN YOUR RESERVATION AND CHARGE YOUR CREDIT CARD. If your offer is not accepted, your credit card will not be charged.

*

* Additional changes may apply at the counter if you pick-up or drop-off the car at a different date or time than you requested for your reservation.

*

* The driver will be required to present a valid driver's license, and only the driver will be able to pick up this rental car at the counter. You will be able to add an additional driver at the counter for an additional charge.

*

* Your offer price does not include vehicle liability, collision or personal accident coverage for your rental car. You should determine if you have insurance coverage prior to pick-up.

*

* The rental partner will charge your credit card at the rental counter for any optional items you add to your reservation now or at the counter, including any child seats you request now.

INITIAL HERE:as

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

Consumer Response /* (-5, 21, 2013/04/25) */

this is nor a good solution I will be suing priceline. What is the point of reporting them?? will file complaint til my money is returned

Review: I was unable to pick up my vehicle from Avis for flight number XXX-XXX-XXX-XX. My confirmation number for this vehicle was XXXXXXXX[redacted]. The clerk did not allow me to take a car and held me up for three hours while I had to make other arrangements even though my bank showed they put a hold on my debit card for the amount in question. In addition, a premier member of theirs saw my struggle and offered to help me, and they refused to let him help me on top of it. Priceline told me they would refund the money for the car (which they did not) and they also said they were going to charge me for one day anyway even though I was greatly inconvenienced and was there for a job interview and had to put all kinds of people out because of this glitch!!!

Product_Or_Service: Rental Car from Avis

Account_Number: XXXXXXXX[redacted]

Desired Settlement: DesiredSettlementID: Refund

Full refund - not ok with being charged for anything, I should charge them for all my wasted time!!! The car rental was from Thursday night through Saturday morning.

Business

Response:

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

Dear [redacted],

We wanted to take this time to contact you in regards to your Avis Rent a Car reservation booked under Trip Number XXXXXXXXXXX.

We are writing to let you know that we have received your Revdex.com concern in our Executive Offices. We are very sorry to hear about the issues that you encountered when attempting to pick up the rental vehicle at the Avis counter.

We have cancelled the reservation and have started the process to issue a full refund back to the credit card used to make the request.

We will issue a refund to the bank within one business day. Bank processing time varies so please check with them if you don't see it in your account within a few days.

We apologize for the inconvenience and hope you find this information helpful.

Sincerely,

Executive Offices

Review: Additional charges not specified and were significant.

We bid on a room and were warned in plain sight that there might be mandadory additional charges from hotel, but these were not specified. In the less obvious fine print, it said "certain 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)". The charges are actually $30 - PER PERSON PER NIGHT. $60 PER NIGHT additional charges is more than specified even in the fine print. THis is in addition to the $30 per night parking!! These additional charges should be placed in an obvious position, not hidden in the terms of service and, even there, should be accurate. I made the reservation in my husband, [redacted], name. Confirmation #: [redacted]

Priceline Trip #:[redacted] His Cell is [redacted]Desired Settlement: I would like not to be charged the SECOND PERSON charges at the hotel, since that trip is imminent, I would like Priceline to refund those charges to us, as they were NOT adequately described in the contract.

Business

Response:

Business Response /* (1000, 5, 2013/08/13) */

Revdex.com, Inc.

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

According to the consumer, the mandatory fee charged by the hotel of CAD30 per person, per night, was not disclosed prior to purchase. The consumer requests a refund for the mandatory fee charged by the property.

The consumer states:

"I would like Priceline to refund those charges to us, as they were NOT adequately described in the contract.



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

IMPORTANT INFORMATION.

* MANDATORY FEE: THIS HOTEL CHARGES AN ADDITIONAL CAD30 PER PERSON, 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 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.

These fees are incurred whether the consumer purchases the hotel room reservation via the priceline.com website, or directly through the property.

We hope you find this information helpful and we appreciate the opportunity to clarify this matter.

Sincerely,

Priceline.com

THIS CONTRACT for request number [redacted] was originally initialed on 2013-08-08 22:37:42

$168

per night

4 Star Hotel in Downtown Vancouver Area for $168/night

This deal saves 35% or more compared to similar hotels*

Not what you're looking for? See more Express Deals.

Star Rating: What hotel is this?

Guest Score: Rated

8.0

out of 10 (or higher)

Guaranteed Amenities: * Free Internet in public areas

* Indoor Swimming Pool

* Restaurant

* Business Center

* Fitness Center

Check In: Tue Aug 13, 2013

Check Out: Thu Aug 15, 2013

Rooms: All rooms will accommodate up to 2 adults.

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:

Downtown Vancouver

Your hotel is guaranteed to be in this area

View a larger map »

We Recommend Trip Protection - It's Only $10!

You never know what will happen before check-in and Trip Protection for this hotel stay is only $10!

Get up to 100% Trip Cancellation and Trip Interruption Protection and much more.

View Details >>

Yes! I'd like to purchase Trip Protection for $5.00 per room, per night.

No, thanks. I prefer to travel without Trip Protection.

Summary of Charges

Price per night:

$168

Rooms: 1

Nights: 2

Room Subtotal: $336.00

Travel Insurance $10.00 (remove)

Taxes & Fees:

$69.02

Total Price:

All prices are in US dollars. $415.02

Apply Coupon

REVIEW IMPORTANT INFORMATION

* All rooms will accommodate up to 2 people. Requests for bed types (King, Queen, 2 Doubles, etc.) or other 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 CAD30 PER PERSON 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 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 [redacted] 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.

* Priceline.com is unable to facilitate a rebate of Canadian Goods and Services Tax ("GST") for U.S. resident customers booking Canadian hotel accommodations utilizing the priceline.com service.

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.

Review: I have two complaints against Priceline.com for a car rental and deceptive billing issues. First, when I signed up to rent a car on the computer and after making my selection, an advertisement came up that an upgrade would cost me only $8 more. So, I click for the upgrade and low and behold, I am charged an extra $50 for this click to upgrade. Secondly, the night before I return the car, I look over the paperwork to be sure of the time of return for the car. I was thinking I had to return it at 1:30pm which is what I checked when I purchased the car on line. I noticed that I have to return the car at 8am in the morning. So, I called the rental agency which was Avis, and told them I checked 1:30 pm as the return time, they claim there is nothing they can do about that and I would be charged an extra day's fee if I return the car at 1:30pm. They said I should call Priceline. I called Priceline and it is then that they tell me that I have to return the car at the same time that I take it out. That was the first time I ever heard that from them. If I had known that, I would have picked the car up at a later time than 8am. So, I don't want to hang around the airport because I have to return the car at 8am nor do I want pay an extra day's fee for returning the car at 1:30pm.

Product_Or_Service: Ford Focus/ Rental car

Account_Number: XXXXXXXXXXX

Desired Settlement: DesiredSettlementID: Refund

I had to change my flight plans and purchase an earlier ticket because my original flight was scheduled to leave at 3:30pm. The extra charge for the ticket was $78. I ended up catching a flight at 9:59 am. I did not want to hang around the airport from 8:30 am until 3:30pm. If I had been told exactly that I would have to return the car at 8am, I never have picked the car up at 8am.

Business

Response:

Business Response /* (1000, 5, 2013/04/11) */

Trip Number(s): XXXXXXXXXXX

Customer or Passenger's Name(s): [redacted]

Dear Ms. [redacted],

We are writing due to the complaint you have filed with the Revdex.com concerning the charges for your upgrade and the amount of days you wree charged for your rental.

When you accepted the rental upgrade you were provided with a new contract page which added 5 days to your rental at $3.00 per day, plus taxes and fees, which amounted to an additional $49.88 for your rental upgrade.

Please note we state on our website that rentals are booked on a 24 hour clock:

Rental days are calculated on a 24-hour clock - that's why we ask you to select pick-up and drop-off times. When you request additional hours, as a convenience to you, we will reserve your rental car for the entire day in most cases to give you flexibility in your travel plans.

That means that if you request a rental car for pick-up on Friday at

9:00 am and drop-off on Saturday at 12:00 pm noon, it is considered a TWO-DAY rental. If your request is accepted, we'll reserve your rental car for pick-up on Friday at 9:00 am and drop-off on Sunday at 9:00 am.

We cannot offer any refunds on this reservation as it was booked and charged correctly.

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

Sincerely,

Executive Offices

Review: I booked a vacation package through priceline.com (flight, hotel, car) and checked, double checked, and rechecked all of the info, including dates. A week later I went to print my electronic tickets and found that the dates had been rescheduled/changed. Priceline blames me for not checking my dates, however that is wholly incorrect, I work in customer service, have for many years, and am well aware of the technicalities when purchasing things like this, so I made absolutely sure. I even received an email confirmation that showed the correct dates (which of course I didn't save because everything looked good). They are now trying to charge me change fees, cancellation fees, etc to have the package corrected.

Product_Or_Service: Vacation package

Order_Number: XXX-XXX-XXX-XX

Desired Settlement: DesiredSettlementID: Replacement

I want my package rescheduled to the correct dates at no additional cost to me.

Business

Response:

Business Response /* (1000, 5, 2013/07/02) */

According to the consumer, the wrong dates were booked.

Desired Settlement:

"I want my package rescheduled to the correct dates at no additional cost to me."

Our documented case history confirms that the consumer contacted priceline on Sat June 29, 2013 at 12:52:48 PM ET

Stating that the vacation package was booked from July 4-8 and reservation indicates July 2-6

In order to assist consumers who may have made an error when selecting travel dates, or any other details of the purchase, priceline summarizes the information selected and provided by the consumer for his/her review, specifically the travel details provided, including the travel dates.

Please note, priceline does not select travel date(s), nor does priceline change travel dates selected by the consumer. The consumer selects the month, and date of travel. To the extent that the summary of the consumer's request was inaccurate or listed a wrong date, the consumer had the option to go back and make changes.

The consumer's vacation package purchase is subject to the cancel/change policy as defined by our travel partners and we are sorry we are unable to waive any exchange fees.

Sincerely,

N [redacted]

Priceline.com

This contract for request number XXXXXXXXXXX was originally initialed on 2013-06-16 14:35:34

The Boulders, A Waldorf Astoria Resort

Guest Rating: 9.2 / 10

34631 N. Tom Darlington Dr.

Carefree, Arizona 85377

Distances are calculated in a straight line from point to point25.6 miles from Phoenix Sky Harbor Intl Airport (PHX)

CHECK-IN: TUE, JUL 2, 2013

CHECK-OUT: SAT, JUL 6, 2013

Nights: 4 Nights

Rooms: 1 Room

Persons: 2 Adults

Room 1: [redacted]

Room Type: 1 King Or 2 Dbles Sonoran Casita Balcony 30usd Rsrt Chg Fireplace

* Freebies: Free internet in room and free parking

Flight Details

DEPARTING FLIGHT INFORMATION - TUESDAY, JUL 02, 2013

Flight 455

2hr 40m, 1035 mi Departs:

Eppley Airfield (Eppley AirfieldOMA)

Omaha, NE

6:05 AM Arrives:

Phoenix Sky Harbor Intl Airport (Phoenix Sky Harbor Intl AirportPHX)

Phoenix, AZ

6:45 AM 0 Stops

Airbus A319

Economy/Coach

RETURNING FLIGHT INFORMATION - SATURDAY, JUL 06, 2013

Flight 511

2hr 38m, 1035 mi Departs:

Phoenix Sky Harbor Intl Airport (Phoenix Sky Harbor Intl AirportPHX)

Phoenix, AZ

8:55 AM Arrives:

Eppley Airfield (Eppley AirfieldOMA)

Omaha, NE

1:33 PM 0 Stops

Airbus A319

Economy/Coach

Passenger and Ticket Information

Passenger 1: [redacted] J [redacted]

Passenger 2: [redacted] M [redacted]

Ticket Type: Electronic Tickets will be issued for this flight

Rental Car Details

Mid-Size Car

Toyota Corolla, Hyundai Sonata, Chevrolet Cruze or similar

(make/model not guaranteed)

5 and 2

Unlimited Mileage, Automatic, Air Conditioning

Driver: [redacted] J. [redacted]

Location: Phoenix - Phoenix Sky Harbor Intl Airport, AZ, USA (PHX)



PICK-UP: TUE, JUL 2, 2013

Summary of Charges

Room 1: [redacted] J. [redacted]

Nights: 4

Airline Tickets: 2

Flight + Hotel: $1009.00

Rental Car: $148.75

Total Price for 2 people

prices are in US dollars $1157.75 ($578.88/pp)

Important Information

* Hotel Cancellation Policy: For the room type and rate that you've selected, you are not allowed to change or cancel your reservation. If you cancel your room, you will still be charged for the full reservation amount.

* Your hotel reservation is guaranteed for arrival on the confirmed check-in date.

* Hotel Freebies:

* Free internet in room and free parking

* Mandatory Fee: This hotel charges an additional $30 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 subject to change.

* 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.

* Requests for special needs (including preferences for smoking or non-smoking rooms) should be requested through your confirmed hotel and cannot be guaranteed.

* Seat requests and meal preferences cannot be guaranteed. Fares are not guaranteed until purchased.

* You will be issued electronic tickets for this trip. Remember to bring a valid government issued photo ID with you to check-in. If you are traveling outside the US you'll almost always need a passport.

* If you do not take your outbound flight, the airlines will automatically cancel the remainder of your reservation. No refunds will be granted for the unused portion of your trip.

* This vacation package is subject to the cancel/change policy as defined by our travel partners.

* Only [redacted] will be able to pick-up the rental car at the counter. [redacted] will be required to present a valid driver's license and a valid credit card or debit/check card in their name with a minimum of $200 available credit as a security deposit on the vehicle.

* Your package does not include vehicle liability, collision or personal accident coverage for your rental car. You should determine if you have insurance coverage prior to pick-up. Additional insurance can be purchased at the rental counter.

Initial Here: **

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

Review: I was sent an add for a 24 hour sale on hotels with a "Rare" $50 coupon which had to be used on the priceline mobile application. When I tried to use the coupon the system had an error. I of course tried again and the system had another error. Getting someone at priceline on the phone was almost impossible. By the time I was finally able to talk to someone which was a few days later, they told me the coupon had expired and there was nothing they could do about it. I explained that I understood the coupon had expired by then but it wasn't expired when I tried to use it on December 31. I asked to speak to someone that could do something and was connected with others that said the same thing. They made no attempt to offer me any resolution to this issue. When I pointed out that this system error was starting to sound more and more fishy, they replied there was nothing else they could do about it. I have asked them to close my account. Unless someone from priceline contacts me with a reasonable offer of recompense, I will never do business with this company again. I will also be taking this to the[redacted] and any other media outlets where I can and will voice my frustration. Maybe if enough people close their accounts and stop using priceline they will learn that good business is about trust. Up until this instance I had always felt really good about all my transactions with priceline but somewhere along the way they have gone off the rails and no longer understand that customers like me are what make their business work.Desired Settlement: I expect priceline to live up to their offer or offer me some comparable price adjustment of $50 saving in some way.

Business

Response:

Review: I have purchased a room from Priceline, through their ''name your own price'' page.

We are 3 persons, and it was not stated that the rooms were for 2 people. Or for how many people at all.

After I made my purchase I received an e-mail that the rooms are for only 2 people.

I was able to reserve a same star level hotel for the same price directly for 3 people already.

When I wrote about it, I didn't get a decent answer.Desired Settlement: I either want the hotel room to be refunded or changed to 3 persons.

The hotel is for tomorrow so I need to get an answer today to act.

Business

Response:

Review: On 8/27/13 I used [redacted] to book a flight for one of my bosses. I received an email confirmation stating that the information has been forwarded to Priceline for booking along with a trip confirmation number. (Priceline Trip ID: [redacted]On 09/04/13, the day before the flight, I called [redacted] to see if I could choose her seats on the flight and they said my flight had been cancelled by Priceline within 24 hours of the booking and that the money was refunded. I then scrambled to find a new flight for her and found the prices have more than doubled.I tried contacting Priceline.com's customer service number. The website only lists one number, which when called requires you to enter the confirmation number to go any farther. I entered the number I received in my email only to get another recording saying "We're sorry, due to constant changes in airline inventory, we were unable to confirm seats on this flight". Still NO option to speak with a representative. I found another number (through a Google search)for them and got the same recording. I still have not been able to reach a human Priceline representative.

Product_Or_Service: Airline Tickets

Order_Number: Priceline Trip ID: *Desired Settlement: DesiredSettlementID: Refund

We were able to get new flights but the first tickets booked cost $605.00, were cancelled without ANY notice whatsoever and second tickets booked cost $1,367.40. I am looking for Priceline to reimburse my boss for the additional $761.74 that she had to spend to get new tickets because Priceline failed to mention that the tickets were cancelled and/or never even booked, despite my confirmation email.

Business

Response:

Dear Ms. [redacted],

Thank you for contacting us regarding your submission for airline tickets under Trip Number [redacted]

We are writing to let you know that we have received your Revdex.com concerns in our Executive Offices. We understand you are requesting a refund for the difference in rates for airline tickets that were purchased.

We reviewed the offer that was submitted and confirmed that the purchase was not accepted and the rejected status was viewed multiple times after it was submitted. We are sorry if there was any confusion with your request; however, we are unable to refund the difference in the rates that you paid to purchase tickets for travel.

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:

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

" the rejected status was viewed multiple times after it was submitted"

I could not find ANY information that said the offer was rejected until the day before when I found out via a phone call to [redacted] that the request had been cancelled by Priceline.com

I tried to verify information on the site, but every time I put the "confirmation code" in, it redirected me to the beginning, offering me NO information at all. So you are saying it is normal for your company to send "trip confirmation" codes then NOT send updates when trip was cancelled BY YOU?

This is why I am requesting a refund and why I am not at all satisfied with the response. The entire system seems to be malfunctioning and cost my boss a LOT of extra money. I will never use Priceline again, nor will I recommend it.

Thank you for your time.

Review: I purchased 3 airline tickets to India with Pricline.com stating on your website that I can check in 2 bags per person (total of 6 bags checked in). When I was checking in they charged my $300 extra for baggage fees. [redacted] does not allow more than 1 bagged checked in at a time. They informed us their policy had changed 6 months ago but pricline failed to update their website to noify the customer. I had no choice but to pay extra $300 for pricelines failure to notify the customer. They should notify the customer that what they state on their website is inaccurate. If policy changes its your job to personally notify the customer! This is called customer service! I have travelled to India 5 times in last 10 years I have never had this problem before. I have also purchased from Expedia before and never had this issue. I ended up spending close to $5000 for airline tckets. I am very disappointed at priceline because they even failed to book tickets from india back to USA. I had to call from India to book flights on different airlines. Priceline is the WORST company I have ever dealt with. Not only did I overspend on tickets but I got terrible service from Priceline.com I should at the minimum be reimbursed for extra baggage fees. I could have easily booked tickets with another airline that allows 2 checked bags!!Desired Settlement: I would like $300 refund from Priceline.com

Business

Response:

Dear Ms. Janak,

Thank you for contacting us regarding your airline ticket purchase under

Trip Number [redacted]

We thank you for your patience while we research this matter for you. We have

been in contact with American Airline and are currently making attempts to resolve

this issue for you. We hope to be in contact with you in 3 to 5 business days

with a resolution.

We apologize for any inconvenience and thank you for your patience while

resolving this issue.

Sincerely,

N Dangelo

Review: I booked a cruise provided by Carnival on priceline.com. The cruise sails from Boston on June 20th, and visit 2 ports of Canada, then returns to Boston on June 25th. At the time when I made this reservation, neither priceline's website nor Carnival's website mentioned that I may need a Canada visa for this cruise trip, since I am not a US citizen. I've been to a cruise to west Caribbean and I was never asked for a visa of those countries, so I assumed I don't need a Canada visa for this trip. However, I received an email from Carnival today, saying since I'm not a US citizen, I may need a traveler's visa from Canada Embassy, and it normally needs at least 6 weeks to get the visa. So it's obvious that I and my two friends can never have enough time to get the visa before the boat sails.Then the problem comes.I just called the customer service of priceline.com to check if I do need a visa to get on board, and she said yes. So I told her I have no choice but to cancel the reservation, but she said I can only cancel this reservation with a 75% penalty, and I cannot change to other cruise trip either, because of their policy. It is definitely their fault of my unable to go for this cruise trip. I made this reservation on March 20th 2013. They should and surely can notice me much earlier than now to either leave me enough time to get a visa or cancel the reservation without penalty. But they didn't. I have even booked 3 flight tickets to Boston which is a potential loss since I'm not sure if I can cancel them.

Product_Or_Service: Carnival Cruise Trip

Order_Number: XX-XXXXXXXX

Desired Settlement: DesiredSettlementID: Refund

75% penalty is totally unacceptable. I request a full refund, since it's priceline's fault that leads to this situation. Refund is preferred, but I can also accept a change of another cruise trip that does not require a visa as long as it fits my schedule.

Business

Response:

Business Response /* (1000, 5, 2013/05/30) */

To Whom It May Concern:

We are in receipt of the complaint initiated by the above-mentioned client. We appreciate the opportunity to investigate this matter and it is our pleasure to respond at this time.

Upon receipt of the above-mentioned complaint, Priceline Cruises initiated an internal review of Mr. [redacted]'s travel file. Our records state that Mr. [redacted] reserved a cruise vacation on the Carnival Glory through our online bookings system on March 20, 2013. After completing his booking online, Mr. [redacted] was sent a confirmation invoice via email to the email address he provided at the time he booked his cruise online. Contained in the confirmation invoice at the top of the page, which we advise all of our guests to read thoroughly upon receipt, is the following information: It is the sole responsibility of each passenger to secure and present the required documentation. Priceline Cruises is unable to provide refunds for clients who do not possess the necessary documentation. Please note that as the requirements can change at any time, we recommend obtaining a passport. For further information regarding documentation requirements, visit http://travel.state.gov/. In the next section of the invoice is the following: For international travel, the first and last names above should be spelled as they appear on the document(s) that will be used for proof of citizenship (middle names/initials are not necessary). In most cases, passports must be valid for at least 6 months after the conclusion of travel. US Citizens can view updated proof of citizenship requirements by visiting http://travel.state.gov/. Non-US Citizens are encouraged to confirm their proof of citizenship requirements with the appropriate consulates. For U.S. travel, the names above should be spelled as they appear on the document that will be used for identification. All passengers over the age of 16 are required to carry a government-issued photo ID, such as a driver's license or military ID. Please review the names listed above, and contact us if there are any discrepancies. It is the sole responsibility of each passenger to secure and present the required documentation. Priceline Cruises is unable to provide refunds for clients who do not possess the necessary documentation.

We also went online and followed the booking path for the same cruise Mr. [redacted] booked his sailing on. After choosing which cruise to take, on the page that populates immediately thereafter it asks under the heading "Include Additional Discounts for the customer's zip code, if anyone is 55 years old or older and have they sailed on Carnival before. Next to this section is a highlighted link with exclamation points stating "Not a US citizen? International Customers". Had Mr. [redacted] clicked on this link, he would have been directed to call our 800 number and be provided with a cruise reference number.

We sincerely regret that Mr. [redacted] did not research what documentation he would need for this cruise vacation. When guests call in to make reservations, they are verbally told the same information as above. Our agents cannot advise potential non-US citizen travelers on documentation requirements as such requirements can change without notice. This is why they are advised to contact the appropriate consulates for up to date travel documentation information.

As a result of our research, we are unable to honor Mr. [redacted]'s request for a refund. Carnival Cruise Line has also declined to allow Mr. [redacted] to change his sailing date. Although we are not privy to Mr. [redacted]'s actions after receiving the email from Carnival, we trust that he contacted the Canadian website as suggested in the Carnival email to learn if he might be able to expedite the Visa process.

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.

Sincerely,

Customer Relations Specialist

Priceline Cruises

Consumer Response /* (3000, 7, 2013/06/10) */

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

By saying that passengers should secure and present required documents, Priceline.com only tells us we should prepare those documents ourselves and show them before onboarding. However, Priceline.com should at least gives us information of what kind of documents are required or may be required. Priceline.com should have mentioned in writting for online customers during the booking process that non-us citizens may need to acquire Canadian visa in order to get onboard. It may be true that some countries change their policy over time, but Priceline.com should at least provide the most up-to-date information it has, and then advice customers to verify the information.

I checked my email inbox and do not find the confirmation email Mr. [redacted] mentioned. The confirmation email I received is as follow:

"Are you excited about your cruise? Everyone here at Priceline Cruises is thrilled you'll be sailing away with an incredible deal and would like to thank you for booking with us. Before you go back to daydreaming about your upcoming trip, please review the accuracy of your invoice:

Review & Confirm [redacted]'s Reservation Details

Next, watch for more "Vacation Alerts" which will make you aware of any important information related to your upcoming departure. Until then, visit our user-friendly website for more information regarding Confirmation Number XX-XXXXXXXX.

If you haven't already, add convenient package options. Save big and avoid hassles by booking all your travel services in advance with us:

Flights to/from Departure Port City

Hotel Stay before/after Cruising

Rental Car to Explore Departure Port

Travel Insurance - cover your investment

Shore Excursions - have more fun in port, for less!

Visit our user-friendly website for more information, to read FAQs , and for other convenient ways to Contact Us. Plus, using your Confirmation Number XX-XXXXXXXX, you can also make changes to your reservation:

Update Personal Information

Make a Payment

Thanks again for this opportunity to serve you - we realize you have a choice of travel companies, so we truly appreciate your business."

It didn't mention anything about the required documents.

In the "not a us citizen? International customers" section, after clicking the link, the page popped out writes "If you do not have a U.S. ZIP code and/or you would like to pay for your cruise using an international credit card, please call 800-735-8000 to speak to a cruise specialist who will assist you with your cruise purchase". I'm currently living in the states, so I have a zip code. I was planning to use a US credit card but not an international credit card to pay may cruise expense, and I did use my girl friend's US credit card to pay the cruise expense. Therefore, I determined that I do not need to call customer service of Priceline.com.

I insist that it is the Priceline.com's fault of my failure to take the cruise, so I still request a full refund. In order to secure my 25% refund, I've already cancelled my reservation on Jun 3rd. Now I want my remaining portion back.

Business Response /* (4000, 9, 2013/06/12) */

Re: Case # XXXXXXXX, Mr. [redacted]

To Whom It May Concern:

We are in receipt of a rebuttal to our original response to the complaint initiated by the above-mentioned client. We appreciate the opportunity to revisit this matter for Mr. [redacted] at this time.

Upon receipt of Mr. [redacted]'s rebuttal complaint, Priceline Cruises again reviewed Mr. [redacted]'s concerns. While we sympathize with Mr. [redacted]'s concerns we must reiterate that all of the necessary information is provided on our website regarding the necessity of non-US citizen guests traveling internationally to obtain the proper documentation. As such travel guidelines can and do change without notice, no travel agency is able to advise non-US citizen travelers of the necessary documentation needed at any particular moment, therefore we do provide the venue for each of our non-US citizen guests to acquire such crucial information. As noted in our original response, this information is provided in the guest's confirmation invoice, sent immediately after confirmation of the booking done online at our website.

The confirmation invoice referred to by Mr. [redacted] was sent to the email address provided by the guest at the time the online booking was completed. The section Mr. [redacted] refers to, Review & Confirm [redacted]'s Reservation Details, is a link that brings the guest to all of the details of their booking, including all of the information regarding the necessity to obtain the proper documentation for non-US citizen international travelers. Also, as previously noted, when booking online guests are clearly notified that if they are non-US citizens traveling internationally they should contact us by telephone to be properly advised in this same manner. Concerning the link asking if the guest is a non-US citizen, after clicking on this link, the headline at the top of the message states: Call us now to continue booking your cruise 800-735-8000, followed by the information Mr. [redacted] has provided in his rebuttal complaint.

Additionally, in the frequently asked questions section of our website, we provide a detailed notation regarding necessary documentation for international travel. The FAQ's state: Important Documentation Information: It is your responsibility to meet entry requirements for the countries you are traveling to or connecting through. For international travel, each passenger must have the proper documents for entry/re-entry into a country (i.e. correct visa, valid passport). Requirements vary, based on the passenger's citizenship and country of residence. For international one-way travel, you may also be required to show proof of return travel or onward travel. To determine the requirements, contact the embassy or consulate of all countries you are traveling to and connecting through. Please check these sites for more information: www.travisa.com and www.travel.state.gov.

We do sincerely regret Mr. [redacted]'s experience however as Priceline Cruises did provide Mr. [redacted] with the information necessary for him to obtain the proper proof of citizenship documentation, we are unable to honor his request for reimbursement of his cancellation penalties assessed by the cruise line for the cruise fare paid directly to the cruise line. As a gesture of our concern, we will authorize a refund of our $24.99 processing fee. This refund will be processed within 5-7 business days and will appear on the credit card used for booking within 1-2 billing cycles.

On behalf of Priceline Cruises, we appreciate this opportunity to again 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.

Sincerely,

Customer Relations Specialist

Priceline Cruises

Review: On 11/1/15 I used Priceline.com to check several surrounding cities in the [redacted] area for a 3 star hotel. I submit a bid of $25 per night and requested a hotel room check in date of 11/7/15 and a checkout date of 11/11/15. This bid was not accepted and Priceline.com directed me to submit a higher bid and/ or add another city. I submitted a bill of $40 that was not accepted. I was again directed by Priceline.com to submit a higher bid. I submitted a $50 per night bid that was not accepted. I was directed by Priceline.com to submit a higher bid. On 11/2/15 I went on Priceline.com. I changed my checkout date to 11/10/15. I then clicked on the button to submit a bid. Before I could type my bid in I received a message from Priceline.com stating my hotel was booked for $135 per night at a specific hotel and a contract was generated. Priceline.com's website states that the customer's credit card will not be charged if the customer's bid is not accepted. Since none of my bids were accepted on 11/1/15 and I was not given the opportunity to submit a bid on 11/2/15, I should not have my credit card charged for a hotel rate I had no knowledge of. I called and talked to two different Priceline.com representatives who were apologetic but said there was nothing they could do. I contacted my ban's credit card department who assisted me with contacting by conference call Priceline.com to dispute my account being charged. Again the conference call with two different Priceline.com represtatives resulted in apologies but no clear up the matter. I have used Priceline.com in the past and never had this problem. This recent experience has been a nightmare and nothing short of a scam.Desired Settlement: I am requesting the full amount of the $496.41 deducted from my account is immediately refunded or the rate of the hotel booked by Priceline.com is immediately adjusted to my original bid range of $25-$50. If this bid range is not accepted, immediately cancel hotel room booked by Priceline.com.

Business

Response:

Dear Ms. [redacted],

Review: I purchased a round trip flight from [redacted], FL to [redacted], CO. departing on Jan 25 and returning on Feb 1. When I purchased this ticket, I had information that I might have to move to [redacted] for work. Because of this, I paid for the Priceline 'travel insurance' when I bought these tickets since I was under the impression that if I needed to change the flight due to a job change, I would be able to. I did end up changing jobs within the past month so I called Priceline to get my flights changed from [redacted] to **, instead of [redacted]. I was told that I had to pay $75 dollars to change the flight, an additional $30 service fee, and the difference in the cost of the flight (this one I'm fine with). I told them I had the trip insurance through them and they told me that the trip insurance is through a third party so I need to call them and [redacted] airline to see if they are willing to waive any of these fees. Frustrated, I called both the insurance company and [redacted] and neither were willing to work with me and blamed Priceline. I called Priceline back and told them that they weren't willing to help and asked what Priceline could do for me. [redacted] (**), a supervisor, told me that there was absolutely nothing he could do for me in regards to how much it would cost to change my flight. I understand there are guidelines but I consider this a sketchy practice to offer this trip insurance but rely on me to read every little detail to find out it's pretty much useless in the very slim number of event's it'll cover. I have always purchased my flights through Priceline and fly about 5 times a year. I have always purchased this trip insurance and the first time I go to finally make use of it, I'm told there's nothing they can do to help. On top of all this, the situation wasn't made any better by being put on hold for 40+ minutes waiting to be connected to a supervisor just to have Priceline hangup on me. Throughout that 40 minutes, I sat there without a single representative getting back on the line to tell me they're still working on it; leaving me sitting there clueless. [redacted] also told me there was a direct link on the bottom of the Priceline website to file a complaint - there is none from what I can see (besides just sending a support request email which most likely just ends up in his inbox anyways).Desired Settlement: I would like a number of things. I would mainly like to either be completely refunded for this trip or allow me to change my flight with only the cost of the difference of the flights - waive the service fee and change fee. If neither of these are done, I will never use Priceline again, I will warn as many people as I have convinced to use Priceline to now avoid using them, and I will use my social media accounts to share this situation to many others who I know use Priceline.

I would like you to further explain a list of all covered events when up-selling your useless trip insurance. I should not have to go read a lengthy legal document to find out what is covered - that should be displayed in a clean list on the order page without some text relating to "click here for details". I saw that changes with a job are mentioned and went with it. Maybe it's my fault for not reading the entire legal document but I feel like I've been conned into an upsell trick that many also fall into but which helps a very few select people.

Business

Response:

Dear Mr. [redacted],

Review: On October 1, 2013 I made a rental car reservation through priceline.com. When I went to [redacted] on 11/1/13 to pick up the rental car, they would not allow us (my husband and I) to pick up the car because he did not have his own credit card with him. I made the reservation and had the card used then, but they needed the driver to have his own card. My reservation confirmation states that the rental car company can add another driver, but that is not true. We could have just added myself. They said they could not make any changes. I called priceline immediately and was told that they could not make changes or do anything about it, but that [redacted] could add me as a driver there. I spoke with the manager at [redacted], who explained that any changes they make nullifies their agreement with priceline and so they can not make changes. The important information sent in my confirmation email by priceline states that the driver needs a valid drivers license, which he had with him. There is no mention of a need for the driver to have his own credit card which he has, but did not bring. I had the credit card I had already paid with, I was the one who made the reservation. The email also said that a driver could be added at the counter but [redacted] said that was also not true. I spent over an hour talking with priceline's customer service and with [redacted], but to no avail. Now priceline is holding my money hostage for a service I never received because they were untruthful about the requirements needed. It feels like they are robbing me. The email does state that the driver needs a valid drivers license - which he had. It also states "You have indicated that the driver will provide a credit card for the refundable security deposit required at the rental counter. The amount of credit required depends upon the car type, rental period, and optional items." Which we had the card that was used to book the reservation. This card was in my name and it was unclear that a credit card in his name was needed additionally.Desired Settlement: I would like a refund because I was unable to use the service I paid for, becuase the trems were unclear and because even though the service was pre-paid, they would not work with me in any way. The reservation was for $122.64Trip # [redacted]

Business

Response:

Dear Ms. [redacted]

Review: I booked a hotel in Las Vegas that wasnt on the las vegas strip. I was made to believe it was. when I found out it wasnt 10 minutes later I cancelled and was charged a 25 dollar fee only if I booked another hotel with priceline or I would be cherged a full night visit plus tax. I booked another hotel with them then later found a cheeper price. I could not talk to another representative after I chatted with a rep from priceline via on line chat and told him I found a cheeper price to recieve their guarantee.Desired Settlement: a refund of 157.93 which is 132.93 the difference between the hotel fee I thought I was paying for and the one I actually had to pay to stay on the las vegas strip, plus the 25.00 charge for cancelling the hotel I never wanted = 157.93.

Business

Response:

Dear Ms. Stevenson,

Review: This company advertises to be the best when it comes to making deals for travel. The issue is that they offer the same price as other companies but will not make a deal whatsoever. I have attempted to use their website for multiple years and I've had it with the false advertising.

Desired Settlement: DesiredSettlementID: Other (requires explanation)

Make a resonable deal on travel options or include a phrase stating that not all travel is capable of receiving price cuts.

Business

Response:

Business Response /* (1000, 5, 2013/05/28) */

Revdex.com, Inc.

In order to locate the reservation and review the matter, we ask that the consumer kindly provide priceline.com with the Priceline Request Number, (PHR#) for the purchases referenced.

Sincerely,

Priceline.com

Review: never rented anything for this company and they chared my credit card $22

spoke to a [redacted] customer id number XXXXXXXX about refunding my card and she flat out refused I never rented anything for this company and within 12 hours of it showing up on my card and as well them charging it I called them I will be calling all news channels as well as consulting a lawyerDesired Settlement: I want my $22 with interest as well as a written apology

Business

Response:

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

Our record indicates that a refund for the insurance in the amount of $22 was issued to the account used to make the purchase.

Sincerely,

priceline.com

Review: I recently book a hotel via Priceline [redacted]. I understood that I would not know the Hotel name until and if my bid was accepted. My bid was accepted and I was thrilled. I never imagined a company as big as Priceline would be affiliated with less than standard hotels or even more so unsanitary hotels. However, I was mistaken TERRIBLY. I searched the hotel ([redacted]) and all that came up regarding this hotel is BEDBUGS! Recent reviews of horrible bed beg infestations. I have two young children and an elderly mom joining me on this trip. I will not expose them to a place dangerous to our health like the one Priceline has assigned us. Since the condition of this hotel can easily be found online I didn't think it would be any issue whatsoever to cancel this trip. I contacted Priceline via chat. Spoke to [redacted]. Priceline refuses to assist me in this mater. She offered to call the hotel regarding the bed bugs and did so. The hotel (of course) denies bed bugs however consumers less than 3 weeks ago are telling a different story. I want a refund of my money. I tried to go through priceline to resolve this. I simply just want the reservation canceled and my money returned. I do not want to do business (PERIOD) with a company who endorses hotels that present a health risk.

Business

Response:

Dear Ms. [redacted],

Review: I booked a hotel room on priceline.com, their system changed my dates to my reservation. They refuse to issue me a refund.

I purchased a hotel thru priceline.com in March and the date to my reservation was changed by their system. When I contacted priceline they where uninv to change the date for me to the correct date even though it was not an error I made. They informed me as a one time curtesey they would cancel the reservation with a $25 cancellation fee and I would have to plave another order with the correct date of the reservation. I told them that was unacceptable because I purchased the additional $5 insurance which was supposed ti conver cancellations. They said it is only for medical reasons but that is not how it is advertised on the website. The representative the. Cancelled my reservation and told me I would be charged an additional $25 cancellation fee and 1 have one year to make another reservation in the same city as the previous reservation. I told him no I am no longer a priceline customer and I will notuse your services I just want my refund and I will move on. They refused to issue my refund. The reservation was booked in March and I have contacted my bank and they still refuse to issue me a complete refund. I did not use their services at all. My trip to Chicago was cancelled. I would like for proceline.com to issue me a complete refund of $171.55. I feel as if I have been cheated out of my money and I deserve a refund because the reason for cancellation was not a self issue it was a issue via priceline.Desired Settlement: I want my entire refund of $171.55 my itenerary number for my reservation is : XXX-XXX-XXX-XX my reservation was scheduled for March 15th and the date should have been March 16th. Their customer service is very uneducated and rude and I will no longer continue as a customer with priceline nor any member of my family unless I receive my refund in full.

Business

Response:

Business Response /* (1000, 5, 2013/05/28) */

Dear Ms. [redacted],

Thank you for contacting us through the Revdex.com regarding your reservation with Allegro Chicago for Trip Number XXXXXXXXXXX.

I understand from the information you provided and the documentation in your reservation that after you made your reservation you discovered it was for the incorrect dates. When you contacted the Customer Service Department they checked the Summary Page information that was presented to you prior to the purchase and it does show that you entered 3/15/13 as the date of arrival that you were requesting for your hotel stay. I am sorry that was the only option available to make the correction on this otherwise non-changeable and non-refundable reservation.

The insurance coverage information is also available in full detail prior to the purchase. It does not offer free cancellation coverage for any reason. The insurance coverage information is still available for you to read by viewing your itinerary page on the web site and clicking on the insurance coverage link.

The refund that was offered is still available under the terms of the cancellation that was offered. It is available for one year from the original purchase date.

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: False claims. Booked a two bed hotel non smoking and received a one bed smoking room. Local economy did not allow for a change of rooms due to being full and the abundance of employment has people living out of hotels. Priceline.com did not verify hotel reservations as they claimed and did not seem to care about customer service. They blamed the hotel, hotel staff said no that the invoice email they received was for a one bed smoking room. The fault was with Priceline.com. They did not refund my money as the "manager" promised. Lied to me over the phone several times about said refund, and when I asked for a manager again the woman simply just changed her voice slightly. Does not care.Desired Settlement: Would like my total refund amount paid as promised by Priceline.com. Frequent lies and dishonest employees that give you "sorry sir" answers does not change the issue we had to deal with for a vacation that was planned in advanced.

Business

Response:

Dear Mr. [redacted],