Priceline.com

According to the consumer, Express Deals reservations have higher taxes and fees than retail reservations Attached hereto, is a copy of the consumer’s initialed contract page disclosing the summary of charges, including the taxes and fees of $added to the $room rate Priceline discloses the following taxes and fees information when submitting a reservation What taxes and service fees will I pay? For Pay When You Stay Retail hotel reservations, we do not charge your credit card but instead pass your credit card information along to the hotel in order to secure your reservation For those reservations, the hotel will charge your card in local currency for the room rate and for taxesSome hotels, consisting mostly of hotels outside of the United States, charge a tax inclusive rate that includes your room rate and taxesIf the hotel you select is charging a tax inclusive rate, it will be indicated on your contract page prior to finalizing your reservation For other hotel reservations, we will charge your credit card directly in the currency you selectedYou will be informed on our website whether we are charging you directly or are passing your credit card information to the hotel to secure your reservationIn connection with facilitating your hotel transaction when Priceline charges your card, the charge to your payment method will include a charge for Taxes and Service FeesThis charge includes an estimated or anticipated amount to recover the amount we pay to the hotel in connection with your reservation for taxes owed by the hotel including, without limitation, sales and use tax, occupancy tax, room tax, excise tax, value added tax and/or other similar taxesIn certain locations, the tax amount may also include government imposed service fees or other fees not paid directly to the taxing authorities but required by law to be collected by the hotelThe amount paid to the hotel in connection with your reservation for taxes may vary from the amount we estimate and include in the charge to youThe balance of the charge for Taxes and Service Fees is a fee we retain as part of the compensation for our services and to cover the costs of your reservation, including, for example, customer service costsThe charge for Taxes and Fees varies based on a number of factors including, without limitation, the amount we pay the hotel and the location of the hotel where you will be staying, and may include profit that we retain Except as described below, we are not the vendor collecting and remitting taxes to the applicable taxing authoritiesOur hotel suppliers, as vendors, include all applicable taxes in the amount billed to us and we pay over such amounts directly to the vendorsWe are not a co-vendor associated with the vendor with whom we book or reserve our customer's travel arrangementsTaxability and the appropriate tax rate and the type of applicable taxes vary greatly by location For transactions involving hotels located within certain jurisdictions, the charge to your debit or credit card for Taxes and Service Fees includes a payment of tax that we are required to collect and remit to the jurisdiction for tax owed on amounts we retain as compensation for our services Depending on the property you stay at you may also be charged (i) certain mandatory hotel specific service fees, for example, resort fees (which typically apply to resort type destinations and, if applicable, may range from to USD or its equivalent 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 in local currency at checkoutWhen you check in, a credit card or, in the hotel's discretion, a debit card will be required to secure these charges and fees that you may incur during your stayPlease contact the hotel directly as to whether and which charges or service fees apply Please note that we are unable to facilitate a rebate of Canadian Goods and Services Tax ("GST") for customers booking Canadian hotel accommodations utilizing our services Priceline consumers also have the opportunity to select Retail hotel reservations and view a list of properties, including the room rate and taxes and fees for each property selected.We are unable to assist the consumer any further in this situation Sincerely, [redacted] priceline.com You contacted priceline.com requesting information about one of your tripsThis link has been provided to you so that you can view the Contract Page you were presented when you were submitting Trip [redacted]

Dear Mr***, Thank you for contacting us regarding your reservation at the [redacted] booked under Trip Number [redacted] We are writing to let you know that we have received your Revdex.com concerns in our Executive OfficesWe understand you purchased your hotel room accommodations at $per night you are unhappy that you could have received a lower rate of going directly to the hotel In order to quality for our Best Price Guarantee, we advise customers to contact us prior to their scheduled chedateOur records indicate you did not contact us until after your check-out date had passedWe are sorry for any inconvenience it may have caused; however, we are unable to offer a refund for 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

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 conclusionUnfortunately, there is nothing we can add to what has already been stated in our previous correspondence The consumer selected reservation states the following: Hotel Cancellation Policy: For the room type and rate that you've selected, you are not allowed to change or cancel your reservationIf you cancel your room, you will still be charged for the full reservation amount We are unable to issue a refund or assist the consumer any further in this situation Sincerely, [redacted] priceline.com

Dear [redacted] size="3"> Thank you for taking the time to contact us regarding your hotel reservation with the Howard Johnson [redacted] under Trip Number [redacted] We are writing to let you know that we have received your Revdex.com concern in our Executive OfficesWe understand your request for a refund of your hotel reservation that was booked for the incorrect location We have reviewed our records and determined that you booked a prepaid non-refundable rateTherefore, the only way we could make an exception is if we are able to gain agreement with our hotel partner to issue a refundWe have contacted the hotel numerous times on your behalf; however, we have been unable to get approval to refund your reservation Therefore, we regret to inform you that we are unable to fulfill your request for a refund We are sorry we did not provide you the answers you were looking for and we thank you for your time Sincerely, Nico T [redacted] Executive Offices

Better Business Bureau, 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 conclusionUnfortunately, there is nothing we can add to what has already been stated in our previous correspondenceThe consumer’s hotel room booking was purchased directly with [redacted] For any assistance related to purchase made directly with [redacted] , please contact [redacted] at [redacted] (contacts below) J [redacted] Website: www[redacted] We are sorry that we are unable to assist the consumer any further in this situation Sincerely, [redacted] priceline.com

Have you ever had an unexpected change in travel plans not in your control? If you it happens with this company, you are absolutely SCREWED! My flight was canceled on the day of my trip Called Priceline for assistance, this is how the conversation went Me: Hi, my flight was just canceled and I am not sure what to do - can you help? Priceline rep: Yes, I will be happy to help you cancel you reservationsMe: No, I am not trying to cancel, my flight was canceled Can you please help me with my options? Priceline rep: Why did you cancel your flight? Me: I didn't cancel my flight, the airline canceled my flight? Priceline rep: When did you cancel your flight? Me: I didn't cancel my flight, there is an issue with the flight and I am trying to figure out what to do nextPriceline rep: Ok, I will contact the airline and cancel your flight for you? Four representatives later and hours on the phone, this story repeats itselfConclusion I had to spend an additional $to change my flights Priceline could care less, offered no assistance, and just gave me the run aroundNever again will I use their service

Complaint: [redacted] I am rejecting this response because: The business is insisting that I contact them via phone, and yet has agreed to waive my cancellation fees for [redacted] However, I am unable to reach the ###-###-#### due to the time difference between Hawaii standard time (Where I Live) and Eastern timeI don't understand why the business is making it difficult for me in my having to call them considering the time difference I clearly stated before that I want a refund for both trip numbers on my credit card Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: You failed to mention that the new hotel is a minutes drive from the original hotel, and also would cost about $100-$less for the nights which you refused to refund the different, please don't act like it's the same or better hotel just because they have the same stars level, i.ea star hotel in [redacted] would cost more than a stars hotel in a regular cityJust because you replace a stars hotel with another stars hotel doesn't mean it's the same levelPlease next time at least offer to refund the different between the cost of the hotels, the reason I canceled the reservation all together is because I can book that hotel that you offered as a replacement through [redacted] and save $or even start a new reservation through you guys and save almost at much which I choose not to do because of the level of customer service you offered Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because I feel that this matter could have been avoided completely by having more than one space on the drivers name box to pick up the carAs I stated in my first email this situation could have been avoided had there been two space on the form for driversAlso my stance hasn't changedMy wife still needs the carI do not want to change ANYTHING about the length of the reservationNor am I asking for any kind of refundIf I cannot get this matter resolved I myself will never do business with Priceline.com again in the future nor would I recommend them to anybody else to use eitherHad this not been a work related issue I would not even be having this complaint to file in the first placeI'm only asking for a name changeNOTHING ELSE! Sincerely, [redacted] **

Better Business Bureau, Inc According to Mr [redacted] , his wife became pregnant, and they were unable to travel as bookedMr [redacted] is requesting a refund for his airline ticket purchase Our record indicates that the consumer purchased a Published Price Airline ticket with [redacted] [redacted] is the merchant of record and charged the consumer’s credit card account for his/her selected airline ticket purchase Fare rules and restrictions for the consumer’s selected purchase are established by the airlinePriceline is unable to make any exceptions to the airline fare rules and restrictions that are established by the airline Consumers who wish to request an exception to the airline’s non-refundable cancel policy must contact the airline/merchant of record directlyIn this case, [redacted] Consumers who wish to submit medical travel insurance claims are instructed to contact the insurance carrier, and all inquiries concerning the status of a claim must be directed to the insurance carrier, [redacted] About Your Travel Insurance If you have questions or concerns regarding Travel Insurance for this trip please email [redacted] at [redacted] or call toll-free ###-###-#### (###-###-#### for international callers) To request claim forms, please visit [redacted] You may also email or call [redacted] using the contact information aboveIf emailing, please include your Request Number ( [redacted] ), your name, your address, your phone number, and the type of claim form you need (e.gTrip Cancellation, Baggage, etc) Your plan includes Worldwide Emergency Assistance, which offers a wide range of pre-departure travel assistance services as well as medical assistance and emergency services while you are on your tripTo use these services either before or during your trip, please call our assistance provider, On Call International, at ###-###-####, or from outside the U.Sor Canada, call collect at ###-###-####Please take these phone numbers with you when you travel Travel Insurance Description of Coverage We are unable to issue a refund for the non-refundable airline ticket purchase, or assist the consumer any further in this situation Sincerely, [redacted] Priceline.com The following correspondence was sent to the consumer Dear Mrand Mrs [redacted] , Thank you for taking the time to contact us regarding your airline reservation for Trip Number [redacted] We are writing to let you know that we have received your email in our Executive Offices We understand that you were advised that there's a $per ticket rebooking fee and the tickets can only be hold until April The only option we can offer is to exchange your tickets for future travel; however, applicable fees will applyWe apologize; however, we are not able to waive the fees and we have no control over the fare rules associated with your ticketsWe understand that you would like to speak to someone else regarding your issueWe are sorry; however, you already reached the Executive Offices and there's no other person or department that I can refer you to If you would like to exchange your ticket for future travel, don’t forget to call before your current scheduled departure, which is Wednesday, December 3, 2014; 6:40AM, because no options will be available after this time If you have further questions, please contact us directly at 1-***-xxx-xxxx The Executive Office hours are 9:a.mto 6:p.mEastern Time, Monday through SaturdayYou will need to enter your Trip Number, which is [redacted] when you contact us 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 MsBeverly, We are contacting you today regarding your reservation with [redacted] a Car booked under Trip Number [redacted] We are writing to let you know that we have received your Revdex.com concern in our Executive OfficesAs we understand, you would like to be refunded because your card was stolen and someone booked the reservation without your permissionWe apologize for any inconvenience this may have caused We checked our records and verified that you called last September 9, and requested to add your mother's name to your reservation because you lost your wallet and you did not have a credit card We contacted [redacted] and verified that the car was not usedThe reservation that you purchased is truly restricted which is non cancelable and non refundableThis information was provided on your contract page prior to booking As a gesture of goodwill, we made an exception and canceled your reservation for a full refund of USDYour refund will be processed by our system within one business day and your bank will post the refund back to your accountBank processing time varies so please check with them if you don't see the refund posted to your account within the next few days We apologize for the inconvenience and thank you for giving us the opportunity to assist you Sincerely, [redacted] Executive Offices

Dear [redacted] face="Times New Roman"> We wanted to take this time to contact you in regards to your hotel reservation at the [redacted] booked under Trip Number [redacted] We are writing to let you know that we have received your Revdex.com concern in our Executive OfficesAs we understand, you booked a star hotel, however, you were confirmed to a lower star level hotelYou also state that the hotel did not include a pool or fitness center We have reviewed your reservation in our system and verified that we provide hotel chain examples for illustration of what you may expect when choosing a star levelWe do indicate that the brands shown are only examples and may not be a part of our program Please note that every hotel is different and not all hotels within a certain chain have the same star level ratingWe also checked the contract page that was provided to you prior to booking and we confirmed that a pool was not guaranteed However, since they confirmed that they did not have a fitness center, we can provide you an email that contains a coupon to be used on a future priceline.com Hotel Express DealThe coupon will provide a discount of 5% on your next reservation Rules and Restrictions: - Valid on 2-Star, or greater, hotels - Valid only on Express Deals hotel stays The coupon must be used by June 05:PM EDT 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 reservation at the [redacted] for Trip Number [redacted] We are writing to let you know that we received your Revdex.com concern in our Executive Offices We understand that your reservation was booked for the incorrect city locationWe apologize if we were unable to provide the option to changeWe confirmed that you were able to use your reservationPrior booking, we stated that once your request is submitted, it cannot be changed, cancelled or refunded We apologize for any inconvenience and we thank you for your time Sincerely, [redacted] Executive Offices

Dear [redacted] , face="Calibri"> We are contacting you today regarding your reservation with [redacted] Rent-A-Car booked under Trip Number [redacted] We are writing to let you know that we have received your Revdex.com concern in our Executive OfficesAs we understand, you canceled your reservation and you would like to get the refund of the Collision Damage Insurance that you purchased We checked your reservation and verified that the $Collision Damage Insurance was processed in our system last Wednesday, January 13, The refund will be processed back to the same card that was used to place the request which is the [redacted] card ending in ***Bank processing time varies so please check with them if you don't see the refund posted to your account within the next few days We apologize for the inconvenience and thank you for giving us the opportunity to assist you Sincerely, Joe A [redacted] Executive Offices

Complaint: [redacted] I am rejecting this response because: Dear [redacted] ***/Revdex.com (Manager, Marketplace Operations), Re: Complain ID # [redacted] - Priceline.com LLC I’ve sent a detailed letter with my complain about week ago It seems that it was not received in time This morning I received an email informing that this complaint has been closed I would appreciate if you could re-open it, please Below I’m re-writing my rebuttal: Yes, I understood & agreed that the reservation that “cannot be cancelled, changed or transferred and refunds are not allowed” However: I could not expect that the room in a ½ stars hotel would be only 225sqft that is very small for any room of other 1/stars hotel in the area Please note that this Hotel even claims in its website "...Spacious accommodations..." under "Resort Overview" Similar hotels in this area have larger rooms The Express Deal selected showed “Bed choice available”, but then on the confirmation page this option was removed The Hotel could not work this out: To have a queen beds I would have to pay over $(inctax for the nights) for a different room, and this present 225sqft room would not fit queen beds Maybe Priceline did not know that this 1/stars hotel offers this kind of sub-standard tiny room, but either way I think that Priceline can and should refund my money, or make the hotel room change it to a larger room that fits queen beds, without an extra charge God Bless, [redacted]

Complaint: [redacted] I am rejecting this response because the issue has not been resolvedIt is advertising to market a hotel as similar to a [redacted] or [redacted] , and then have an experience like I hadThe hotel was deplorable, and the customer service that I have received from Priceline is just as badI will not be using any of Priceline's services again, and I certainly will not be recommending it to anyone elseI am appalled! Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I am copying the email I sent to *** at Priceline from FriJan24th in response to her email to me, sent the same dayDear ***, You can quote me your policy, send me a copy of the contract, or talk about shaded areas until this time next year, knock yourself out The fact remains that I did not select a hotel miles away and a $round trip cab ride from the area that I need to go Aside from this fact, your customer service is atrociousYou have a first time customer who is telling you that he did not select a hotel in that area and that he needs your help in canceling that request and booking a hotel in the area he needs even at a higher price Your response, from top to bottom, is no, sorry, we can't, we gave you what you selected, we have a no refund policy, etc In response to Priceline's unwillingness to help I have posted negative reviews on sites, positive reviews on competitor sites that describe my experience in detail with your company, every person on my [redacted] has been made aware of the customer service I received, of my own clients, to this point, and I used your company as a training example for my own employees This of course, in addition to the Revdex.com complaint and the fact that I have disputed the charge with my credit card companyAnd I've only had days! By my estimation your company has probably lost out on about $gross profit so far and that number will continue to climbNow I realize my efforts are drop in the ocean and that the lost revenue that you incur from it will not mean much to you, [redacted] , or your company However, when you look at the numbers it really doesn't make a whole lot of sense to lose the profit from my one transaction which had to have been $at the most compared to the $in gross profit you have lost on future business and bad publicityThis is not to mention the dollars associated with everyone at Priceline who has has to deal with this situation, including yourselfI'm sure your company internally has far exceeded the $of gross profit loss in salary Sometimes you have to push policies aside and say does this make sense? Can we take care of the customer regardless of the situation? Will us doing this pay dividends? Can we make this customer a customer for life? To this point Priceline's answer to those questions have been undoubtably....no Regards, [redacted] Sincerely, [redacted]

Complaint: [redacted] Dear Ms***, I am rejecting this response because: Yet again, Priceline has refused to address the basis for my complaintInstead they have misstated my complaint, set up a strawman, and responded to their own strawman instead of the actual complaintThe complaint is very simple: Priceline describes the [redacted] Place as being “downtown.” I did not select “downtown” as one of my optionsPriceline is obviously capable of describing locations accurately because some locations, for example, “ [redacted] t – [redacted] ,” correspond between the hotel description and the selection criteria, making it clear from Priceline’s description which hotels from the list are within the search criteriaThe fact that Priceline provides a misleading description for certain hotels – including the [redacted] Place, raises the specter that Priceline is intentionally misleading consumers, in violation of numerous state consumer protection lawsAt a minimum, it is negligent misrepresentation Similarly, the fact that Priceline will not even acknowledge that it provides misleading descriptions for certain hotels, but instead keeps trying to change the subject, indicates a willful blindness to its unfair and deceptive business practices – or worse, actual intent to deceive Priceline is solely responsible for the descriptions it attaches to the hotels it lists on its websiteIt provides those descriptions so consumers read the descriptions and rely on themThe descriptions serve no purpose but to inform consumersPriceline cannot, having induced reliance on the description, demand that consumers disregard the actual words that Priceline has placed on its website, and accept a hotel placement that contradicts the actual words used to describe the hotel I have requested that Priceline put me in contact with their legal department so that I may speak with someone who is capable of understanding the issue, or alternatively, to have someone from their legal department contact my husband, who is a consumer protection attorneyPriceline has not respondedSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I DID NOT authorize the purchase of this flight as I have told Priceline numerous times I purchased a flight with [redacted] Please see attached copy of email I received on 5/15/from [redacted] in the Execuitive Offices which is IDENTICAL to this response received today All Priceline did was to copy a previous response and not address the issue Sincerely, [redacted]

I am in receipt of the inquiry initiated by the above-mentioned consumer and appreciate the opportunity to respond Attached hereto is a copy of the consumer’s initialed contract page agreeing to the terms and conditions of the purchase On each consumers’ contract page we place the following disclosure regarding requests for bed types labeled under Important Information Review Important Information All rooms will accommodate up to peopleRequests for bed types (King, Queen, 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 If you require a specific bed type, please contact your hotel directlyAll bedding requests are based on hotel availability and are at the discretion of the hotelA fee may be incurred and is the responsibility of the customer Again, thank you getting in touch about this Sincerely, N D [redacted] Priceline.com This checkout page for trip number [redacted] was submitted on 2015-09-10:46: Please Review Your Request [redacted] 3½ Star Upscale-Plus Hotel Which hotel will I get? CheDate: [redacted] Check-Out Date: [redacted] Region [redacted] , [redacted] City Areas: CheTime: Varies by hotelGuaranteed late night arrival if needed Check-Out Time: Check-out times vary by hotel Room 1: [redacted] Number of Rooms: 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 USDper 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 stayRooms 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 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 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