Priceline.com

size="2">Better Business Bureau, Inc We are in receipt of the complaint initiated by the above-mentioned consumer and appreciate the opportunity to respond We are sorry that the consumer was unaware that the hotel room reservation would accommodate two adults and not five adults as expected On each consumers’ contract page (including the contract page in question), we clearly and conspicuously place the following disclosure regarding bedding accommodations labeled under Important Information.Important Information All rooms will accommodate up to adults Requests 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 accommodate up to adults.Special Request Special Requests All special needs and requests must be arranged directly with the confirmed hotel and are at the hotel's discretionPriceline will provide you with the hotel's contact informationSince Priceline has no control over which room a hotel will assign to you, Priceline cannot accommodate special requests in advance of your booking and cannot guarantee that special requests will be met A Name Your Own Price reservation cannot be changed, canceled or modified on the basis that a special request was not met Rooms reserved through priceline are guaranteed to accommodate up to guests comfortablySome hotels may charge an additional fee, payable at the front desk, for bedding requests and/or extra peopleAll bedding requests are based on hotel availability and are at the discretion of the hotelRooms may have: · Double Bed · King Bed · Queen Bed · Double Beds · Twin Beds Accommodations for additional guests or requests for specific bed types must be made directly with the confirmed hotel and are not guaranteed by priceline Priceline requests non-smoking rooms; however, room assignments are based on hotel availability and are at the hotel's discretionIf you require either a non-smoking room or a smoking room, contact your confirmed hotel directly Priceline cannot guarantee a non-smoking or smoking room Requests for specific room locations (i.e., connecting, high floor, view, away from elevator etc.) should be made directly with your confirmed hotelWhile your hotel will do its best to accommodate you, priceline cannot guarantee that special requests can be met For specific room type or bed type requests, try our Published Price or Express Deals options Attached hereto, is a copy of the consumer’s initialed contract page authorizing the terms and conditions of the purchase Wwe appreciate the opportunity to clarify Sincerely, [redacted] Priceline.com This checkout page for trip number [redacted] was submitted on 2015-04-16:05: Please Review Your Request Star Deluxe Hotel Which hotel will I get? CheDate: Thursday, June 18, Check-Out Date: Monday, June 22, Region [redacted] City Areas: [redacted] 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 $ Travel Insurance $ Subtotal $ Taxes and Service Fees $ Priceline Hotel Coupon: -US$ Priceline Total $ Apply Coupon Estimated Hotel Fee Pay at the hotel $ Trip Total $ Have a coupon code? Apply Remove Coupon This coupon is invalid or has expired Purchase Trip Cancellation/Interruption Insurance Check here to cover yourself in the event of unforeseen illness, injury, and job loss for only USDper room per nightDetails No surprises! Total cost includes estimated hotel fees (e.g resort fees)Your total cost will never be higher than displayed above *Prices are in US dollars 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 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 For security reasons, and to indicate that you have reviewed your request, please initial belowRemember that you agreed to abide by priceline's terms and conditions regarding hotel rooms and the use of the priceline.com Web site by entering your initials when you submitted your original request [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

I am very disappointed with the customer service at Priceline.com I booked a hotel for a trip I was going to takeA couple days before the trip, friends told me that they saw the prices for the same hotel were cheaper on Pricelines website I called Priceline They said that the "low price guarantee" was only good for hours from the time I made the booking They would not give me the current advertised price no matter how much I tried They would also never transfer me to a "manager" I spoke to different customer service people and realized they were all reading from the same scriptAll stating that they "understood" my issue and would have the same concern, but never attempted to help Just stated that their "policy" was only hours and therefore I was not entitled to a price adjustment I decided I would cancel the reservation and rebook it but was told that the cancellation needed to be done the day before for a full refund They would now be charging me a $fee to cancelI will never be using them again Over a few $ they have lost a customer and I will be telling everyone I can not to use them They are NOT customer friendly

yellow"> I am in receipt of the complaint initiated by the above-mentioned consumer and appreciate the opportunity to respond According to the consumer, she selected a star quality hotel; however, received accommodations at a star property All properties offered through priceline.com have been evaluated according to the specific star level standards that we have developed exclusively for our program and described on our web siteWhile the consumer may feel that this property should have a different star rating or is rated differently by other groups, we are confident that our evaluation of this property meets all standards listed under Priceline’s star hotel guide [redacted] , is rated consistently as four stars on competitor’s website, including Hotels.com, Expedia, Travelocity, and TripAdvisor Consumers who prefer to stay in a particular property have the option to visit our Published Price service, and choose his/her preferred hotel from a list of competitive prices across a wide range of hotels Again, thank you for getting in touch about this Sincerely, ND [redacted] Executive Offices

Dear Ms [redacted] We are contacting you today regarding your 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, the hotel provided you a lower rate and you would like to be refunded for the difference We apologize; however, because of the low rates you received your reservations are not eligible for any partner sponsored promotions including corporate or convention rates, coupons, vouchers, free days, or discountsLoyalty Programs are at the discretion of the hotelWe contacted the hotel; however, they did not allow a refund for the rate difference We also verified that the rate provided on the hotel's receipt is the Priceline's rate and the front desk should not have shown you our rate It is a specially negotiated rate with the hotel that is normally not available to the general publicWe receive these rates because of the volume of rooms we sell on our site, and we still try to price them very competitively As a gesture of goodwill, we submitted a refund request for the rate difference of $The refund request will be reviewed by our management team and if approved, it may take 7- business days to be processed We apologize for the inconvenience and thank you for giving us the opportunity to assist you Sincerely, [redacted] Executive Offices

Complaint: I am rejecting this response because: Typical of big business, I am a consumer that made an error and am acknowledging that fact All I asked was for some assistance in an error that I made due to a work conflict I respect Priceline's right to refuse to help, however, it would have been greatly appreciated Fair enough Thanks for nothing Priceline Hope this hard line stance was worth your time Sincerely, Nikome Petrin

Complaint: [redacted] I am rejecting this response because: Priceline was not sensitive to their customer I work in customer service and I understand policy All I am asking is for a full refund so that I can get the hotel that I need Sincerely, [redacted] ***

Dear Mr***, Roman"> Thank you for taking the time to contact us regarding your hotel reservation at the [redacted] At The [redacted] for Trip Number [redacted] We are writing to let you know that we have received your Revdex.com concern in our Executive Offices We understand that you have issues with this hotel reservation Our records show that the rate you purchased is non-changeable, non-cancelable and non-refundableThis information was presented to you prior to purchase when you were asked to review your reservation, including the terms associated with cancellations or changesWhen you purchased your reservation, you agreed to those terms We apologize that you were not able to use the first night of your reservationPlease note that once you miss your scheduled check in date, the hotel will consider you a no-show and will release your room This is a standard procedure However, because of your issue, the hotel agreed to hold your room until you arrive the next day, March 6, 2014, the hotel is unable to provide a refund for the unused night for this reservation For your reference, a copy of the contract page has been sent in a separate e-mailThe contract page disclosed the terms and conditions of your reservation 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

Hi, I received an email from you stating that you needed some information that was requested by Priceline.com Specifically you asked for the Priceline Request Number I have provided that information below: [redacted] If you need any other information, please let me know Complaint: [redacted] Sincerely, [redacted]

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 was offered the courtesy option to cancel the non-refundable purchase for a fee of $with the option to receive a refund of the cancel fee once a new ticket is purchased on our website prior to the scheduled departure, which is on Thursday, May 29, 2014; 1:PMWe are sorry that we are unable to assist the consumer any further in this situation Sincerely, N D’Angelo priceline.com

Please see the response below that we have sent to our customer [redacted] face="Calibri">Thank you for taking the time to contact us regarding your reservation with [redacted] *or 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 Collision Damage InsuranceWe reviewed your concern and made a decision to refund your insurance back as goodwillA refund for $was issued on November 22, 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, [redacted]

I have received the consumer’s additional commentsAs you requested, I have again reviewed this matter to see if we overlooked anything that might support a more favorable conclusion Unfortunately, there is nothing we can add to what has already been stated in our previous correspondence In this case, the consumer selected a reservation that provided greater savings and less flexibility Important Information -Once you've reviewed your information above, please review the following rules regarding rental cars issued through priceline.com: · Rental cars are non-refundable, non-transferable and non-changeable even if the reservation is not used I am sorry that Priceline is unable to assist the consumer any further in this situation Sincerely, [redacted] priceline.com

According to the consumer, he/she did not authorize the purchase of a rental car at the rate of $per day Attached hereto is a copy of the consumer’s initialed contract page authorizing the terms and conditions of the selected purchase I thank you for the opportunity to clarify Sincerely, [redacted] Priceline.com This checkout page for trip number [redacted] was submitted on 2015-05-16:55: · · · AUTO · AC Unlimited Mileage Compact Car with Unlimited Mileage Pick-up: [redacted] Drop-off: [redacted] PiDate & Time: Monday, June 01, 2015, 08:AM Drop-off Date & Time: Wednesday, June 17, 2015, 07:PM Rental Car Company: Total Charges Days at: $/day Total:$ Summary of Charges Your Price Per Day: $(per day) Total Rental Days: Subtotal: $ Taxes and Fees: (details) $ Total Charges: $ Best Price Guaranteed Prices are in US dollars 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 nameAny funds used for the deposit cannot be accessed until after the car is returnedThe 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 travelWill you have proof of round trip travel, or are you a local renter?Proof of round trip travel Local renter The credit card presented at the counter must be in the primary driver's nameThe amount of credit required depends upon car type, rental period, and optional items Traveling with a child or infant? Add a child seat Add Child Car Seats (Optional) You can request any of the child seat options belowThese 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 lbs Toddler Child Seat Forward facing for children weighing 20-pounds up to inches in height Booster Seat For children weighing to lbs Flight Information (optional) This will be used by the rental car company to monitor flight delays What Airline are you Flying? Your Flight Number: Don't Forget Collision Damage Coverage! Collision Damage Coverage will be offered immediately after purchaseBe sure to add coverage to enjoy these valuable benefits: · Provides Primary Coverage · Includes cost of repairs · Cancel with 100% refund Important Information Once you've reviewed your information above, please review the following rules regarding rental cars issued through priceline.com: · Rental cars are non-refundable, non-transferable and non-changeable even if the reservation is not used · If your offer is accepted, we will immediately lock in your reservation and charge your form of paymentIf your offer is not accepted, you will not be charged · Additional charges may apply at the counter if you pick up or drop off the car at a different date, time, or location than you requested for your reservation · Your offer price does not include vehicle liability, collision or personal accident coverage for your rental carYou should determine if you have insurance coverage prior to pick-up · The rental partner will charge the driver at the rental counter for optional items you add to your reservation, including any child seats or special requests · Only the driver will be able to pick up the rental car at the counter and must present a valid driver's license in his/her nameAn additional driver can be added at the counter for a fee payable directly to the rental car company · The driver will be required to present a valid credit or debit card in his/her name for the refundable security deposit · The amount for the refundable security deposit required at the rental counter depends upon the car type, rental period, and optional itemsPre-paid cards or cash will not be accepted for the security depositIf the driver provides a credit card for the security deposit, the security deposit will be released back onto the card once the vehicle is returnedIf the driver provides a debit card for the security deposit, proof of round trip airline travel may be required and any funds used for the deposit cannot be accessed until after the car is returned [redacted] I have read, accept and agree to abide by priceline.com's terms and conditions and privacy policy

Dear MsRay, We are contacting you today regarding your airline reservation for your vacation package 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 are requesting to change your reservationWe apologize for any inconvenience We reviewed the notes and the record associated with the case and identified that you are not eligible for compensationOur agent explained that the policies for the package can be found on the contract page prior to purchase Our ability to assist you is dependent upon airline policyThe fare rules will only allow us to change the reservation by collecting the applicable feesIf you are interested in exchanging your reservation for future travel, do not forget to call before your current scheduled departure, which is Thursday, May 15, 2014; 12:PM, because no changes will be allowed after this time In regard to your hotel reservation, you can cancel your reservation for a full refund up until noon on Wednesday, May 14th (local hotel time) If you decide to cancel your reservation anytime between noon on Wednesday, May 14th and noon on Thursday, May 15th (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 (Thursday, May 15th) In regard to your rental car reservation, this may be cancelled with a fee of $if the airline component is exchangedOtherwise, the reservation is truly non-refundable We apologize for any inconvenience and thank you for giving us the opportunity to assist you Sincerely, Zadhy Solinap Executive Offices

ear [redacted] We are contacting you today regarding your vacation package reservation 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 were relocated to another hotel and you would like to be refunded for the reservationWe apologize for any inconvenience this may have caused We checked our records and verified that you were relocated to the [redacted] - All Inclusive because the original hotel was unable to accommodate you for your reservationAs an apology for the inconvenience, we processed a refund in the amount of USD for your reservationWe processed a one night refund for each room for a total of nightsYour 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 daysWe apologize; however, we will be unable to refund your reservation in full We are sorry we did not provide you the answers you were looking for 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: In the previous step for selecting the hotels for express deals, the requirements were specified as hotels in this area with free breakfast and free parkingThey are not normally not included as guaranteed but included in the hotel amenities in the same areaLike, free parking is included in this hotel even though it is not guaranteed, but they charge for breakfast Sincerely, [redacted]

Dear Mr [redacted] , Thank you for contacting us through the Better Business Bureau regarding the reservation with [redacted] for Trip Number [redacted] I understand that you believe a change fee charge was posted to your credit card for the correction of a name in the reservation Our documented case history confirms that the representative advised that in order to make a correction to [redacted] last name, Priceline would have to follow the rules and restrictions established by the airline when making such changes On your behalf, our Air Travel Services Department sent an email to the airline requesting a waiver of fees for the name change The airline advised that they would not allow a waiverThe airlines rules and restrictions were provided to you however, you declined the option to change the name and therefore the ticket remains as it was originally booked Priceline has not made any changes to [redacted] s ticket, and no charges have been posted to your credit card for any change fees by priceline I contacted the airline on your behalf and they have informed me that they have not made any changes to her ticket Thank you for choosing to contact usI hope you found my reply helpful Sincerely, [redacted] Executive Offices

[redacted] Thank you for taking the time to contact us regarding your hotel reservation with the Blockade Runner Beach Resort under Trip Number [redacted] class="MsoPlainText"> I am writing to let you know that we have received your Revdex.com concern in our Executive OfficesI understand your concern regarding your room type I contacted the [redacted] and spoke to Holly from the Front DeskShe verified that your room is booked for Deluxe Ocean Terrace Queen Beds with panoramic views of the Atlantic Ocean, a covered balcony with outdoor seatingShe also advised that the room with views of the Intra-coastal waterway with Juliette balcony is on their Harbor View rooms, which is on the other tower and is not what you are booked forPlease feel free to reconfirm this directly with the hotel We do apologize for any confusion this has caused, and please be assured that we are working to update our site with the correct room description to avoid future confusion Thanks for choosing us for your travel needsI hope you enjoy your trip! Please email us again if you need anything else Sincerely, [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 hotel informed us that they offered the guests a room on the first floor with a King bed, and a pull out sofaHowever, the guests declined the option and the hotel cannot offer a refund per cancelation policy of your booking We are sorry that we are unable to assist the consumer any further in this situation Sincerely, [redacted] priceline.com

Dear Mr***, Roman"> We are contacting you today regarding your reservation at the [redacted] for Request 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 for the reservation because the hotel is not one of sample hotels on our website and due to a previous bad experience We have reviewed this concern and verified that the hotel is rated consistently as a star property with an average guest rating of We also verified that your reservation has been canceled and a full refund in the amount of $was processed back to your card last May 17, Please contact your bank directly if you don't see the refund posted to your account within the next few days We apologize for any inconvenience and thank you for giving us the opportunity to assist you Sincerely, [redacted] Executive Offices

Better Business Bureau, Inc We are in receipt of the complaint initiated by the above-mentioned consumer and appreciate the opportunity to respond 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 hotelsJust 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 competitiveWe strive to offer customers the best alternatives for saving money while at the same time maintaining profitability 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 initialed contract page agreeing to the terms and conditions of the purchase We appreciate the opportunity to clarify Sincerely, [redacted] priceline.com This contract for request number [redacted] was originally initialed on 2014-07-12:44: Please Review Your Request Star Upscale Hotel, Cheyenne Area Which hotel will I get? CheDate: Friday, July 4, Check-Out Date: Saturday, July 5, Region [redacted] City Area: [redacted] 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: Free Internet, Business Center, Indoor or Outdoor Pool, Free Parking, Guest Score 7/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 Purchase Trip Cancellation/Interruption Insurance Check here to cover yourself in the event of unforeseen illness, injury, and job loss for only USDper room per nightDetails *Prices are in US dollars 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 charged Priceline 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 For security reasons, and to indicate that you have reviewed your request, please initial belowRemember that you agreed to abide by priceline's terms and conditions regarding hotel rooms and the use of the priceline.com Web site by entering your initials when you submitted your original request [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