Priceline.com

Complaint: [redacted] I am rejecting this response because they have not offered to refund the difference in the price of the roomPriceline.com ripped me off! The bottom line is this, on Wednesday the 23rd of November 2016, I paid in full for a night stay at the [redacted] in [redacted] at a rate of $per nightOn Friday November 25th, Priceline.com listed the exact same hotel rooms for only $per nightI called that night to request a price-match to which they not only refused, but insultingly offered to cancel the reservation for a penalty of the entire purchase pricePriceline.com has pathetic customer service and are alarmingly deceptive, unapologetic, and have made no effort to resolve this issue in good faith Sincerely, [redacted] ***

Dear Mr [redacted] , We are contacting you today regarding your reservation at the [redacted] for Trip Number [redacted] We are writing to let you know that we received your Revdex.com concern in our Executive OfficesWe understand that you would like to get a refund for the first night of your reservationWe apologize if your flight was delayedHowever, the reservation you purchased is restrictedIt is non-changeable and non-cancellableWe contacted the hotel on your behalf so they may allow you to chethe next day Since the hotel held the room for you, there will be no refund for the unused night We are sorry we did not provide you the answers you were looking for and thank you for your time Sincerely, [redacted] Executive Offices

HiPlease see the response below that we sent to our customerThanks [redacted] We are writing you today regarding your unconfirmed rental car reservation for Trip Number [redacted] I am writing to let you know that we received your Revdex.com concern in our Executive Offices I understand that you received notification from us stating that this request was acceptedI reviewed this offer that you made on our website and unfortunately, our record shows that this was rejectedWe searched our database for a confirmed reservation; however, nothing was found under your name, email and phone number We were unable to find a rental car partner willing to accept your request, and your card has not been chargedCurrently, you have the following options: You can try resubmitting your request on our website using the Name Your Own Price tool Or you can select an itinerary where the price and rental car partner are already displayed prior to purchase If you can send us a copy of the confirmation email you received, we can investigate your case furtherOtherwise, if you need a car, you have to rebook on our website We hope you find this information helpful, and thank you for your time Sincerely, [redacted] Executive Offices D [redacted] We are writing you today regarding your unconfirmed rental car reservation for Trip Number [redacted] I am writing to let you know that we received your Revdex.com concern in our Executive Offices I understand that you received notification from us stating that this request was acceptedI reviewed this offer that you made on our website and unfortunately, our record shows that this was rejectedWe searched our database for a confirmed reservation; however, nothing was found under your name, email and phone number We were unable to find a rental car partner willing to accept your request, and your card has not been chargedCurrently, you have the following options: You can try resubmitting your request on our website using the Name Your Own Price tool Or you can select an itinerary where the price and rental car partner are already displayed prior to purchase If you can send us a copy of the confirmation email you received, we can investigate your case furtherOtherwise, if you need a car, you have to rebook on our website We hope you find this information helpful, and thank you for your time Sincerely, [redacted] Executive Offices

[redacted] We wanted to take this time to contact you in regards to your hotel reservation at the [redacted] booked under Trip Number [redacted] class="MsoPlainText"> We are writing to let you know that we have received your Revdex.com concern in our Executive OfficesAs we understand, you are requesting a full refund for the reservation as the hotel did not have an adequate business center After review of this concern we do show that on July 18, we were contacted to advise that the hotel was offering the requested refundWe verified with Scott at the hotel that they were willing to provide a full refund and have process this in our systemA refund in the amount of $is being processed back to the credit card used to make the requestYou should be able to see this refund back into your account within the next 5- business days depending on your banks processing times We apologize for any inconvenience and thank you for your time Sincerely, [redacted] Executive Offices

Dear [redacted] Thank you for contacting us regarding your reservation at the [redacted] New York booked under Trip Number [redacted] class="MsoPlainText"> We are writing to let you know that we have received your Revdex.com concerns in our Executive OfficesWe understand you do not feel your hotel was rated properly and want to receive a partial refund We have researched to find that this hotel has a guest satisfaction rating of 8.7/and does meet our expectations for the star rating selected on our website Our competitors also rate this hotel as follows: [redacted] [redacted] We contacted the hotel and were advised that they upgraded you to a King room for no additional fee due to it being your AnniversaryWe are sorry if you are unhappy with your past hotel stay; however, we are unable to offer a partial refund back to your account as requested I know you expect a different answer; however, there are no other options that I can offer because of the restrictions Sincerely, Teddi C [redacted] Executive Offices

Trip Number(s): [redacted] Customer or Passenger's Name(s): [redacted] Worked last by: [redacted] Dear [redacted] Thank you for taking the time to contact us regarding your reservation at the [redacted] Beach Resort - All Inclusive for Vacation Package Request Number [redacted] We are writing to let you know that we have received your Revdex.com concern in our Executive OfficesWe understand that you were unable to use one night of your reservation because your flight was delayed, and you are requesting a refund for the unused nightWe are sorry to hear of your travel delays; however, we cannot offer a refund for the unused nightWe have contacted the hotel and they cannot authorize a refund since they held the room for you until you arrived Please be reminded that the package you purchased is non-refundable and non-changeableThis restriction was presented to you on a Contract Page, which we asked that you review and initial, prior to submitting the requestFor your reference, a copy of the contract page has been sent in a separate emailThe contract page discloses 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, [redacted] Executive Offices

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

Complaint: [redacted] I am rejecting this response because: I was offered my return flights to be reinstated for a fee of per ticket AFTER I filed a complaint with the Revdex.com I feel that the airline and Priceline should have offered this before I was forced to incur further costs but buying one way tickets to [redacted] for the same dayIf they could offer this to me once a complaint was filed, why wasn't it offered before I had to spend another $1300.00? I FELT THAT I HAD TO UNDER GO UNNECESSARY DISTRESS BECAUSE THUS WASN'T HANDLED PROPERLY AND AM ASKING FOR SOME SORT OF COMPENSATION THANK YOU Sincerely, [redacted] ***

Dear [redacted] Thank you for taking the time to contact 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 your reservationAs we stated, your reservation is restrictedIt cannot be changed, cancelled or refundedHowever, we will be making a one-time exception to our policy and would like to refund your reservation in fullA refund for $was issued on June 16, Your refund has been processed through our systemIf you need to check the status of your refund, please contact your bank directly to inquire about their processing time Thank you for giving us the opportunity to assist you and we thank you for your time Sincerely, Frich A [redacted] Executive Offices

Complaint: [redacted] I am rejecting this response because: The email I received from priceline upon cancellation appears to say that NOTHING was retained or charged upon cancellationSee attachment Furthermore, the "hour rule" is in fact applicable to ALL US carrier flights (regardless of discount or itinerary) Here is a link to a FAQ at the US DOT's website http://www.dot.gov/airconsumer/air-travel-tips which pertains the hour rule that I referred to in my previous statementAnd as I stated above, this ruling is broad and the DOT intends for this to be upheld by all parties involved in a transactionIt is currently in the process of issuing a follow up ruling later this year based upon this initial ruling it issued in I am cutting and pasting an answer to a question the DOT posted on its site after it officially unveiled its consumer protection rules in 2012: I need to cancel a reservation that I just madeCan I get a refund? •Most air fares require payment when you make the reservation, and most discount fares are non-refundable •DOT requires airlines to either hold a reservation for hours without payment or refund a paid ticket — even a non-refundable one — if you cancel within hours of purchase and you purchased your ticket more than days before your flight Further clarification of this rule can be found here: http://www.dot.gov/sites/dot.gov/files/docs/Notice_24hour_hold_final20130530.pdf If Priceline does NOT at the very least refund the $it is retaining, then I will elevate this matter Sincerely, Vishal Roney

Complaint: [redacted] I am rejecting this response because:I spoke with Priceline directly prior this complaint and received the same response numerous times My issue is that their low price guarantee as they explain it is not disclosed in plain site prior to purchase and is a deception with non refundable purchases such as my non refundable car rental The reason it is deceptive is that the only option to purchase a non refundable car rental is to purchase first and then see the rental company after The same goes with [redacted] Their low price guarantee as they explain it to me now will never be possible if you have to match car rental companies because you will never get a comparable price booking directly with the car rental agency My position is that I was induced to purchase this non refundable car rental expecting a credible low price guarantee and am now stuck in a contract with Priceline through deceptive business practices I am not the only one who feels this way Please click on the links below It is unfortunate that Priceline could not negotiate over $and has forced me to go this route [redacted] Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I cannot take one side conclusion from the businessI request a copy of the original phone record or a transcribed text version verified by an official third partyThe copy must be full length of the phone call Sincerely, [redacted] ***

Hello, I am forwarding an email from Priceline's Customer Service Dept in which they acknowledge that I was unaware of the reservation Thanks so much for your help with this [redacted] Tel [redacted] ---------- Forwarded message ---------- From: "Customer Service" Date: Jul 1, 1:PM Subject: Recent Travel Inquiry ( [redacted] ) To: [redacted] Dear ***, We apologize for any difficulty you may have experienced attempting to reach our telephone Customer Service Team for a trip to [redacted] Our records indicate that you have already spoken with a Customer Care Representative and have been advised that as you like to cancel as you were not aware of the reservation and advised that your reservation is non refundable, also you were transferred to supervisor and was advised the same Any inconvenience is deeply regretted Sincerely, [redacted] Customer Service Specialist Original Message Follows: ------------------------This is absolutely ridiculousThe phone number you gave me is the automated systemI want to speak with a manager immediatelyPlease have him or her call me directly at [redacted] On Jul 1, 2:AM, "Customer Service" wrote: Dear ***, We apologize if you are dissatisfied with our serviceCustomers are our number one priority, and we work hard to make your experience with us a positive one We are sorry for any confusion, on viewing our records we can see that your request was accepted on 06/24/at 03:47:and we also send an itinerary of your reservation at your email address on 06/24/ 03:49: We apologize for any difficulty you may have experienced attempting to reach our telephone Customer Service Team In order to cancel your reservation, you'll need to contact our Customer Service directly at ###-###-#### before your departure date for further assistance Depending on your fare rules, you may be able to change or cancel your reservationIf a change is allowed, the airline may require additional fees, which could range from $to $per ticket, a $USD per ticket service fee, and you would be responsible for any increase in the fare (due to availability) Moreover, you can review the specific rules and restrictions associated with your fare by viewing the link that is in the "Need to Make a Change" section of your itinerary that is displayed on our website Any inconvenience is deeply regretted Sincerely, [redacted] Customer Service Specialist Original Message Follows: ------------------------Subject: Charges on credit card statement Product: AIRLINE Category: About Airline Tickets Name: [redacted] r Email Address: [redacted] Itinerary : [redacted] Comments :First, I am extremely dissatisfied with your customer serviceThere is absolutely NO WAY to speak with a live person when I call the Priceline numberSecond, I am writing because I tried to book air tickets through priceline, request # [redacted] When I clicked online to purchase the tickets, I received a message stating that there was an errorWhen I called Priceline and typed the request #, I heard an automated message stating that Priceline was unable to confirm the tickets with the airline, and that my credit card had not been charged I therefore booked the tickets through another providerHowever, my credit card has been charged ($x 3) and a $fee from Priceline (reference # [redacted] 427441743)Please issue a credit to my Amex credit card in the amount of $x (total of 1740.45) AND a credit of $21, since I did not purchase anything from PricelinePlease call me on [redacted] *** if you have any questions [redacted] *** Tel [redacted] [redacted] ***

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 conclusionUnfortunately, there is nothing we can add to what has already been stated in our previous correspondencePriceline offers a variety travel service options, including reservations that permit cancelationsWhen selecting a reservation, and prior to purchase, the consumer is provided with the cancel policy associated with each reservationIn this case, the consumer selected a reservation that provided greater savings and less flexibilityWe are sorry that the consumer’s selected reservation is non-refundable and we are unable to assist with a refund Sincerely, [redacted] priceline.com

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11703796, and find that this resolution is satisfactory to meThank you Sincerely, [redacted] ***

Dear [redacted] ***, Thank you for contacting us through the Better Business Bureau regarding your concerns with your reservations with the [redacted] for Trip Numbers [redacted] and [redacted] I am sorry that you are not happy with the service that priceline provided In the event Priceline finds that a customer service representative handled your call in an unprofessional manner, and spoke unkindly to you, he or she will be receive the appropriate feedback and the issue will be addressed by the management at that location Upon review of your refund inquiry for your two referenced reservations We have confirmed that both your reservations were booked for the same hotel and dates Customer Service provided a courtesy and was able to cancel and refund your duplicated reservation ($293.64) Our records further confirm that you advised that you booked the wrong area/zone in [redacted] for your original reservation, and accepted the offer to cancel the reservation less a one night’s cancel fee for room charges ($72.25), and upon purchasing a new reservation for the correct area/zone; the cancel fee would be refunded less a $service charge Additionally, a discount [redacted] *** was sent to you that could be used with the new reservation within days of the issue date In this case it would have expired days from 9/21/13, which was the date it was sent That information was also in the email that was sent explaining the discount link use In order to receive a refund for the cancel fee less the $fee, the new/corrected reservation must be rebooked within year from the date of the cancellation, which was 9/21/ I am sorry that priceline will not be able to offer you the compensation that you requested We are sorry we did not provide you the answers you were looking for and we thank you for your time Sincerely, [redacted] Executive Offices

Dear [redacted] , Thank you for taking the time to contact us regarding your airline reservations for Trip Numbers [redacted] and [redacted] We are writing to let you know that we have received your Revdex.com concern in our Executive Offices We understand that you are requesting a refund for both reservations, Trip Numbers [redacted] and [redacted] , because you have purchased travel insurance and you decided not to these tickets due to safety reason We have reviewed the notes on your record and they indicate that the travel insurance protects you and your travel companions against unforeseen illness, injury, job loss, baggage loss, and moreYou may contact the insurer, [redacted] , directly to discuss in detail what their policy coversTheir phone number is ###-###-####, or if you are calling outside of the U.S., please dial ###-###-####Agents are available Monday through Friday from 8:a.mto 10:p.m., and Saturday from 9:a.mto 5:p.mEastern Time In addition, the fare rules associated with your ticket(s) determine whether they can be refunded or exchangedBecause these rules are governed by the airline, please contact them directly [redacted] Airlines Phone Number: ###-###-#### Your record locator: LWWWHB (for Trip Number [redacted] ) SDFWBP (for Trip Number [redacted] ) Ticket Number(s): [redacted] ( [redacted] ) [redacted] ( [redacted] ) [redacted] ( [redacted] You may also contact our Customer Service department at ###-###-#### so that a Travel Service agent can assist you in reviewing the fare rules and explain available options for these reservations, if any I appreciate your patience and I hope I was able to answer all of your questions Sincerely, [redacted] Executive Offices

Revdex.com, Inc [redacted] *** is unhappy with the length of time it took to resolve his concerns with receiving a refund on the return portion of his cancelled airline ticket Upon reviewing [redacted] reservation, the customer purchased a retail reservation where the airline charged him directly for his ticketWe had to contact [redacted] and request a refund on his behalf due to their schedule change which can take up to business day, if not longerWe are sorry for any delays that it may have taken to receive a refund; however, we had no control over the time frame for the airline to process a partial refund Thank you for the opportunity to clarify Sincerely, [redacted]

According to the consumer, she purchased a reservation at the [redacted] in [redacted] for cheon April 21, 2015, and was unable to locate the hotelThe consumer states: “On April 21, I booked a stay at [redacted] in [redacted] totaling $on priceline.comWhen I arrived at the hotel at approximately 9pm-ish (I couldn't tell you the exact time, as I was tired from driving), the building was very darkThe main light to the hotel sign was on, howeverWhen I drove by the front of the building (which is directly behind the hotel sign), there was a very large "For Lease" sign in the windowThere were no lights on in the building and there were no people present inside.” Attached hereto is a copy of the consumer’s initiated contract page indicating that the consumer selected and authorized the purchase of a hotel room reservation at the Super Cincinnati, and not the [redacted] , for cheon April 21, The hotel manager at the [redacted] confirmed that the consumer used the reservation as booked and no refund is due The consumer may contact the hotel directly for any further assistance Hotel: [redacted] Country: United States Phone Number: [redacted] Fax Number: [redacted] Check In Date: Tuesday, Apr 21, Check Out Date: Wednesday, Apr 22, This checkout page for trip number [redacted] was submitted on 2015-04-21:08: [redacted] Freebies: Hotel Freebies: Free breakfast and free internet in room Check-In: Tue, Apr 21, 2015Check-Out: Wed, Apr 22, Room Type: Double Bed ~ Smoking Room ~ Free Breakfast~ Free Wifi~ Fridge~ Microwave - Max Guests Flexible Cancellation Cancellation Policy Priceline will not charge you a change or cancel fee, however this hotel has the following cancellation policy: For the room type you've selected, you can cancel your reservation for a full refund up until noon on Monday, April 20th (local hotel time)If you decide to cancel your reservation anytime between noon on Monday, April 20th and noon on Tuesday, April 21st (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 youRefunds or cancellations are not available after noon local hotel time on your day of arrival (Tuesday, April 21st) Summary of Charges Room Cost $ Rooms Nights Room Subtotal $ Taxes & Fees $ Total Charges $ Prices are in USD Reservation Name (Age or Older) Enter the name of the person checking into the hotelThis person must present a valid photo ID and credit card at check-in Room Use this name for all rooms I agree to the [redacted] Conditions, Terms and Conditions and Privacy Policy by [redacted] this room Important Information · Room Description: Double Bed Smoking Room With Free Breakfast, Free Wi-Fi, Refrigerator, Microwave And Desk · Rate Description: Websaver - Full pre-payment required upon [redacted] · Hotel Freebies Details: Free breakfast and free internet in room · Cancel Policy: Priceline will not charge you a change or cancel fee, however this hotel has the following cancellation policy: For the room type you've selected, you can cancel your reservation for a full refund up until noon on Monday, April 20th (local hotel time)If you decide to cancel your reservation anytime between noon on Monday, April 20th and noon on Tuesday, April 21st (local hotel time), the hotel requires payment for the first night's stayYou will be charged for the first night's stay including taxes and feesAny remaining amount will be refunded to youRefunds or cancellations are not available after noon local hotel time on your day of arrival (Tuesday, April 21st) · Guarantee Policy: Reservation is guaranteed for arrival on the confirmed chedate onlyIf you don't cheto 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 purchasePrices and room availability are not guaranteed until full payment is received Your PayPal account is charged the total cost above at time of purchasePrices and room availability are not guaranteed until full payment is received · The reservation holder must present a valid photo ID and credit card at check-inThe 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 checkoutThese charges may be mandatory (e.g., resort fees) or optional (parking, phone calls

16px;"> Revdex.com, Inc According to the consumer, she selected a Name Your Own Price hotel room accommodations and was unaware that parking and pet fees are not included in your offer price The consumer’s initialed contract page discloses the following important information: The reservation holder must present a valid photo ID and credit card at check-inThe 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 checkoutThese charges may be mandatory (e.g., resort fees) or optional (parking, phone calls or minibar charges) and are not included in your offer price Charges Depending on the property you stay at, you may also be charged (i) certain per person, per room or percentage based mandatory hotel specific service fees, for example, resort fees (which typically apply to resort type destinations and, if applicable, may range from $to $per day), energy surcharges, newspaper delivery fees, in-room safe fees, tourism fees, or housekeeping fees and/or (ii) certain optional incidental fees, for example, parking charges, minibar charges, phone calls, room service and movie rentals, etcThese charges, if applicable, will be payable by you to the hotel directly at checkout and are not included in your offer pricePlease contact the hotel directly as to whether and which charges or service fees apply We appreciate the opportunity to clarify Sincerely, [redacted] priceline.com This contract for request number [redacted] was originally initialed on 2014-11- 18:47: Please Review Your Request Star Deluxe Hotel Which hotel will I get? CheDate: Saturday, November 1, Check-Out Date: Sunday, November 2, Region Dallas, TX City Areas: Galleria - Dallas North Plano East Plano West CheTime: Varies by hotelGuaranteed late night arrival if needed Check-Out Time: Check-out times vary by hotel Room 1: [redacted] Number of Rooms: Guaranteed Amenities: Indoor or Outdoor Pool, Fitness Center, Business Center, Guest Score 8/or Higher Number of Nights: Offer Price Per Room, Per Night: US$ Travel Insurance: US$ Subtotal: US$ Taxes and Service Fees: US$ Priceline Hotel Coupon: -US$ Total Charges*: US$ Have a coupon code? Apply Apply Coupon Remove Coupon This coupon is invalid or has expired *Prices are in US dollars We Recommend Trip Protection Life is uncertain...plan for the unexpected Get up to 100% Trip Cancellation and Trip Interruption Protection and much more.View Details >> ·100% Trip Cancellation and Trip Interruption Protection reimburses for cancellations due to unforeseen illness of traveler, family members and traveling companions, death in the family, job loss or other specified events ·24/Live Travel Assistance A real person available to assist you any time of the day with last minute flight or hotel changes, luggage locator services, cash transfers, medical assistance services and emergency services Yes! I'd like to purchase Trip Protection for USD per room, per nightTerms and Conditions No, thanksI prefer to travel without Trip Protection Important Information All rooms will accommodate up to adultsRequests for bed types (King, Queen, 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 chedate onlyIf you do not cheon the first day of your reservation and you do not alert the hotel in advance, the remaining portion of your reservation will be canceled and you will not be entitled to a refund If priceline accepts your price, priceline will book your reservation in a property with an equal or higher star level than you requestedPlease 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 requestedThe hotel that is selected may or may not be one that you have seen during a hotel search on pricelineAny sorting or filtering options previously used will not apply to this Name Your Own Price requestPriceline will immediately charge your credit card the total cost of your stayRooms purchased through priceline cannot be cancelled, changed or transferred and refunds are not allowedIf your offer is not accepted, your credit card will not be chargedPriceline will immediately charge your PayPal account the total cost of your stay Rooms purchased through priceline cannot be cancelled, changed or transferred and refunds are not allowedIf your offer is not accepted, your PayPal account will not be charged The reservation holder must present a valid photo ID and credit card at check-inThe credit card is required for any additional hotel specific service fees or incidental charges or fees that may be charged by the hotel to the customer at checkout These charges may be mandatory (e.g., resort fees) or optional (parking, phone calls or minibar charges) and are not included in your offer price Hotel rooms purchased through priceline are not eligible for frequent traveler points, upgrades, vouchers, or other discounts and incentives [redacted] I have read, accept and agree to abide by priceline.com's terms and conditions, privacy policy and the travel insurance Description of CoverageI have read, accept and agree to abide by priceline.com's terms and conditions and privacy policy