Priceline.com

We are in receipt of the complaint initiated by the
above-mentioned consumer and
appreciate the opportunity to respondThe consumer
requests a refund for his /her Name Your Own Price reservation
Priceline offers a variety travel service options, including
reservations that permit cancelations
When selecting a reservation, the consumer is provided with
the cancel policy associated with each reservation prior to purchase
In this case the consumer selected a reservation that
provided greater savings and less flexibility
Attached hereto is a copy of the consumer’s initialed contract page
authorizing the non-refundable, non-changeable terms and conditions of the
purchase
We appreciate the opportunity to clarify
Sincerely,
** ***
Priceline.com
This contract for request number was originally initialled on Mon Jul
18:35:EDT
Your Trip Summary
We Recommend Trip ProtectionLife is uncertain...plan for the unexpected
Get 100% Trip Cancellation and Trip Interruption Protection and much
more for only $per person
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, natural disaster at departure or destination
city or other specified events
$Baggage and Personal Effects reimburses for lost personal
effects as well as checked baggage throughout your trip
$50,Emergency Evacuation coverage pays for the cost of medical
transportation to the nearest medical facility and/or to your home in the event
a serious medical situation requires an evacuation
$1,Medical Expense Coverage
$10,Travel Accident Protection
24/Hour 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
Airfare Details
Depart:
Thu, July 25,
Return:
Wed, July 31,
Departing Airport:
*** Liberty Intl Airport (***)
***, **
Arrival Airport:
*** Intl Airport (***
***, ***
Flight Times:
The airlines will choose your flight timesYour trip may start anytime
from 5am on your travel dates to as late as 2am the next day, and may arrive
anytime on the day after departure
Connections:
Maximum of connection
each way
Ticket Delivery:
Electronic Tickets
Passengers:
*** *** **
*** * ***
*** * *** *** *** **
Aircraft:
Jet aircraft
We Recommend Trip ProtectionLife is uncertain...plan
for the unexpected
Get 100% Trip Cancellation and Trip Interruption Protection and much
moreHide 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, natural
disaster at departure or destination city or other specified events
$Baggage and
Personal Effects reimburses for lost personal
effects as well as checked baggage throughout your trip
$50,Emergency
Evacuation coverage pays for the cost of
medical transportation to the nearest medical facility and/or to your home in
the event a serious medical situation requires an evacuation
$1,Medical Expense
Coverage
$10,Travel
Accident Protection
24/Hour 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
View Description
of Coverage
Yes! I'd like to purchase Trip Protection for
only $per person
No, thanksI prefer to decline Trip
Protection
Summary of Charges
Airline Ticket Offer with Taxes & Airline Fees:
$per ticket
Airline Ticket Agent Fees:
$per ticket
Number of Tickets:
Airline Ticket
Delivery:
$(Electronic
Ticket)
Airfare Subtotal:
$2,
Total Trip Cost:
(All prices are in US dollars)
$2,
Baggage fees
are not included in your trip cost
Important
Information
•
Your airline
tickets are non-refundable, non-transferable and non-changeable
•
Your tickets will be round-trip,
coach class tickets issued on one of Priceline's partner airlinesYou must fly on
the flights assigned to youUpgrades and standbys are not availableIf
you do not take your outbound flight, the airlines will automatically
cancel the remainder of your reservationIf any part of the ticket is
unused it has no value after ticketed departure time
•
Name Your Own Price tickets
issued through Priceline are not eligible for frequent flyer miles
Priceline customers are protected by the same airline regulations extended to all passengers,
including protection against overbookings and baggage loss
•
If we find an
airline that accepts your price, we'll immediately purchase your tickets
using the payment information you provided
•
You will be issued electronic
ticketsRemember to bring a valid government-issued photo ID with you to check-inIf you are traveling outside the
U.S., all travelers will need a valid passport and you may also need to show additional documentation at your destination
and/or in connecting countries
Initial Here:
**
I have read, accept and agree to
abide by Priceline.com's terms
and conditions and privacy policy

Complaint: ***
I am rejecting this response because:
I appreciate the response, but it does not address the issue given that a lower price was available to the general public on the ***.com websiteI have attached a screenshot ("***-Screenshot.jpg") that shows in detail what appeared on ***.com while I was speaking to the Priceline representative, with a total price including fees of $While still on the phone with the representative, I used the "pay later" option on the ***.com site and confirmed a reservation for the same type of car and dates in question, as shown in the second document ("***-Reservation.pdf")I believe a confirmed reservation from the same car rental company should be sufficient to verify that a lower price was available at the time, and that the guarantee should apply in this case
Sincerely,
*** ***

BetterBusiness Bureau, Inc
We have received the consumer’s additional commentsAs 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 correspondenceWe are sorry that the consumer is not satisfied with the location of his/her Name Your Own Price accommodations at: The *** Los Angeles Airport West Century Blvd, Los Angeles, CA - Los Angeles Airport (Lax)Priceline tells consumer that
we will find a room in a hotel willing to agree to your offer price in the
shaded area displayed on the priceline.com website for the consumer's selected
area(s)The *** Los Angeles Airport is clearly
located in the shaded area of the mapping guidelines for the area labeled Los Angeles Airport (Lax)Consumers who prefer to stay
in a particular location or particular property have the option to visit our
retail service, and choose his/her preferred hotel and location from a list of
competitive prices across a wide range of hotels We are sorry that we are unable to assist the consumer any further
in this situation
Sincerely,
ND’Angelo
priceline.com

Dear *** ***
"box-sizing: border-box line-height: 17.1429px; background-">Thank you for taking the time to contact us regarding your hotel reservation at the *** *** And Golf Resort for Trip Number ***I am 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.We thank you for your patience while we research this booking for youWe are currently making attempts to resolve this issue for youWe hope to be in contact with you in to business days with a resolution. We appreciate your patience while we continue to work to resolve your issue.Sincerely,
*** ***Executive Offices

Please see the response below that we have sent to the customer. Thanks
*** *** ***
*
Thank you for taking the time to contact us
regarding your rental car reservation with *** *** * *** for Trip Number ***.
I am writing to let you know that we have received your Revdex.com concern in our Executive Offices
We understand that you would like to cancel this rental car reservation
We apologize for the confusionOur records show that the cancellation policy you saw was for the Collision Damage Coverage/Insurance of $per day, which you did not purchase upon booking this reservationIf you have purchased the Collision Damage Coverage, you can cancel the Collision Damage Coverage alone up until the requested pickup time
The cancellation policy of the rental car reservation can be found under the Important Information below portion where you were asked to enter your credit card informationThe cancellation policy shows the
following:
Rental cars are non-refundable, non-transferable and non-changeable even if the reservation is not used
However, as a one-time exception, we have canceled this reservation and your refund has been processedA refund for $was issued today, October 26, We will issue a refund to your bank within one business dayYour bank will then post it to your accountThe bank processing time varies so please check with them if you do not see it in your account within a few days
I hope you find my reply helpful and we thank you for your time
Sincerely,
*** ***
*** ***es

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
correspondenceWhen
selecting a rental car reservation, the consumer is presented with a list of
itineraries, including a description of the pilocation indicating, 'Off-Airport', 'In-Terminal Counter' or
'Shuttle'The consumer selected and authorized a rental car reservation
with an “Off-Airport” pi
location and was
provided with an “Off-Airport” pilocation as requested and authorizedThe
rental car that was used by the consumer is non-refundableWe are sorry we are unable to assist the
consumer any further in this situation
Sincerely,
** ***
priceine.com

Complaint: ***
I am rejecting this response because: I experienced a total failure of your customer serviceIt seems very easy for your company to place blame on the airline"***" did not help me resolve anything and was unable to ever reach a representative from the airlinesWe where stranded in the airportI had to use my cell phone (see image of phone call) at a cost of $per minute for over minutes and nothing was taken care ofPriceline as my travel agent failed to represent me and was unable to help in the situationIs it standard practice for your travel specialists to ask to speak with the airline directly through my phone and not from a dedicated line that only a travel agency would have when working with an airlineWas he trying to hide something or cover it up? I had to argue and beg him to even call the airline directlyI have been a long time priceline user and I have to say I am totally disappointed with the entire process
The only reason we where able to get on the flight is because we begged and pleaded with the airlineThey wanted to charge us euros per personAt no point did anyone from priceline reach anyone from *** and assist us
If this is what you call customer service I will happily delete my account and talk to my friends and family and share with them how everything played out
Why should I use priceline when I can book directly through the airlines and actually receive support
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I have made other reservations with priceline.com all of which have had the ability to be modified or canceledIf the reservation does not have the ability to be modified or canceled it should be made obviously aware to the consumer not just the fine print in a reservation contract that people do not read nor understand This is manipulation I was unaware that I was agreeing to a nonrefundable reservation because if I was I would not have made the reservation Things come up and plans change.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
I disputed the charge with my credit card company and they did an investigationPriceline rejected all requests to refund the money and my credit card company closed the investigationPlease tell Priceline I will provide a death certificate to prove to them I could not use the reservationI simply want my money back that was not usedI appreciate all the efforts that your organization can do to help me achieve this.
Sincerely,
*** ***

Complaint:
I am rejecting this response because I reserved and paid for a mid-size car--the rental car company (agent for Priceline) gave my car away--the only car available was a small two door convertible--I had to take it or I would have been stranded at the airport--adults had to cram into this "upgrade" -- it was a very uncomfortable drive from the airport to the Florida Keys--I can't believe I reserved and paid for a vehicle which was given away--why even have a reservation system?
Sincerely,
Peter Gangel

Complaint: ***
I am rejecting this response because:
I did not change my plansI have a car booked for a weekI am using the commodity in the timeframe reservedThis is not like an air flight where picking up a later flight would have different a different cost basis.
***'s hold policy for a reservation stems from the fact that their cost basis for utilization of the commodity (car) doesn't start until the car is picked upIE: If I were to pick up the car a day later they would effectively get less day of revenueI am however paying for that day, as this is a non-refundable reservation, and priceline.com is keeping this money unfairly.
Non-changable as I interpreted it when booking the reservation with priceline.com to me meant moving the reservation to a different time interval (period)This is the most logical interpretationSincerely,
*** ***

First time to use Priceline.com and will not ever use them again! Booked nights stay at hotel, ended up just using night so called to cancel the 2nd night before noon(just like their cancelation policy said) but would not cancel the second night Here's what the policy says: Cancellation Policy:
For the room type you've selected, you can cancel your reservation for a full refund up until noon on Tuesday, August 4th (local hotel time)If you decide to cancel your reservation anytime between noon on Tuesday, August 4th and noon on Wednesday, August 5th (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 (Wednesday, August 5th)I called before noon on Wednesday!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever, if I understand the mission of the Revdex.com it is to be a check and balance on companies taking advantage of its customers, therefore I believe my comment should stand that Priceline does not treat its customers appropriately and while they rectified my situation, they wasyed hours upon hours of my time - that's not good business and other customers should know
Sincerely,
***

Our record indicates that this matter has been addressed with the consumer
The reservation was cancelled and a full refund of USD was issued
Sincerely,
* ***
Priceine.com

RevDex.com, Inc
We are in
receipt of the complaint initiated by the above-mentioned consumer and appreciate
the opportunity to respond
According to
the consumer, the wrong dates were bookedThe consumer is requesting to change
or cancel the reservation
Attached hereto is a copy of the
consumer’s initialed contract page agreeing to the non-refundable and non-changeable
terms and conditions of the purchase as well as the following
check-in/check-out dates:
Check In:
Fri Jul 18,
Check Out:
Sat Jul 19,
As
requested, priceline confirmed the travel dates selected and authorized by the
consumer
Our
ability to cancel, change or refund the reservation is governed by contractual
agreements with our travel partners, which state that the consumer’s selected
reservation is non-changeable and non-refundable. We are sorry that the consumer’s selected purchase
is non-refundable and we are unable to assist the consumer with a refund
Thank you for the opportunity to
clarify
Sincerely,
* ***
Priceline.com
This
contract for request number *** was originally initialed on 2014-07-12:50:
$
per night
Star Hotel in *** *** Area for $69/night
This deal saves 25% or more compared to
similar hotels*
Not what you're looking for? See more Express Deals
Star Rating:
What hotel is this?
Guest Score:
Rated
out of (or higher)
Guaranteed Amenities:
Free Breakfast
Free Internet in room
Indoor or Outdoor Pool
Free Parking
Pets Allowed
Airport Shuttle
Fitness Center
Check In:
Fri Jul 18,
Check Out:
Sat Jul 19,
Rooms:
Room
Rooms
Rooms
Rooms
Rooms
Rooms
Rooms
Rooms
Rooms
All
rooms will accommodate up to adults
Choose Bed:
$
per night
Queen Bed - Deluxe Studio -
Breakfast, Free Wifi
Reservation ***
*** ** ** ***
*** *** *** *** ** *** *** *** *** ** *** *** *** *** *** *** *** * *** *** ** *** *** ***
*** *
***
***
*** ***
*** ***
*** *** ** *** ** ** ** *** ***
*** * *** *** *
We
Recommend Trip Protection
Trip Protection for this hotel stay
is $5!
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 $per room, per nightView Terms and Conditions
No,
thanksI prefer to travel without Trip Protection
Summary
of Charges
Price
per night:
$
Rooms:
Nights:
Room Subtotal:
$
Travel Insurance
$( DECLINED ) + Add
now Recommended!
(remove)
Taxes & Fees:
$
Priceline Hotel Coupon:
-$
Total Price:
All prices are in U.SDollar
$
Apply
Coupon
Have a coupon code?Apply
This coupon is invalid or has expired
Mandatory fee of is collected at the hotel
Review
Important Information
All rooms will accommodate up to peopleSpecial requests
(including preferences for smoking or non-smoking rooms) should be
requested through your confirmed hotel and cannot be guaranteed by
Priceline
Reservation is guaranteed for arrival on the confirmed
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
The hotel that is booked 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 request
Mandatory Fee: This hotel charges an
additional This fee will be charged to you directly by the hotel
Mandatory fees are not optional and typically cover items such as resort
fees, energy charges or safe feesThe amount of the charge is subject to
change
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 per night price
Hotel rooms reserved through priceline are not eligible
for frequent traveler points, upgrades, vouchers, or other discounts and
incentives
If your request is accepted, Priceline
will immediately charge your credit card the total cost of your stay
Rooms purchased through priceline cannot be cancelled, changed or
transferred and refunds are not allowedIf your request is not accepted,
your credit card will not be chargedPrices are not guaranteed until purchase is complete
If your request is accepted, 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 request is not accepted, your PayPal account will not be chargedPrices
are not guaranteed until purchase is complete
*** *** * have read, accept and agree to abide by priceline.com's terms and conditions and privacy policy
I have read, accept and agree to abide
by priceline.com's terms and conditions, privacy policy
and the travel insurance Description of Coverage

HiPlease see the response we have sent to our customer belowThanks*** *** ***
face="Calibri">Thank you for taking the time to contact us regarding your reservation at the *** *** *** & *** *** Convention Center for Trip Numbe* ***
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 reservationWe reviewed your request prior booking and it clearly indicate that the room you selected will have two queen bedsWe apologize; however, refunds or cancellations are not available after noon local hotel time on your day of arrival (Friday, November 25th)Your reservation is non-refundable
We are sorry we did not provide you the answer that you are looking for and we thank you for your time
Sincerely,
F* ***
Executive Offices

Dear MrBaysi,
"">
We are contacting you today regarding your airline
reservation for Trip Number ***
We are writing to let you know that we have received your
Revdex.com concern in our Executive OfficesAs we understand, when
you arrived at the airport from Turkey, you were advised that the entrance has
changed and that you were not provided your seat for your flightWe contacted
the airlines regarding your concernAccording to their records the reservation
was a no-show, and you are not entitled to a refund or compensationWe are
sorry but the the value of the ticket is forfeited as the fare rules state that
changes are not permitted in case of no-show
Furthermore, the airline also advised that if you have
further questions, you can call them directly at ###-###-####
We apologize for the inconvenience and we thank you for
your time
Sincerely,
Israel Ko
Executive Offices

Please see the blow response that we sent to our customerThanks
*** *** ***
face="Calibri">Thank you for taking the time to contact us regarding your reservation at the Residence Inn Mentor for Trip Number ***
I am writing to let you know that we received your Revdex.com concern in our Executive Offices
I understand that the hotel charged you $pet feeI apologize for the inconvenience this may have caused youWe have reviewed your case and decided to refund the pet fee that was charged
A $refund request was already submitted to our Management Team for review and approvalOnce approved, it will be credited back to the same credit card that was charged by usYou will be receiving another email from us advising the status once this is completed
Lastly, we would like to thank you for bringing this issue into our attentionThis has been forwarded to our Hotel Team for necessary update
Thank you for your patience while I resolved your issue, and I hope you find this information helpful
Sincerely,
*
*** ***
*** ***

Complaint: ***
I am rejecting this response because: The flrst flight that they say I booked was not confirmed by them or by Priceline. I looked over the site to see what was available and they booked the flight into *** without my permission or a confirmation. Immediately after booking the flight into *** I received a confirmation phone call about that flight. These people are crooks, liars and theives. It is posted all over *** now not to use Priceline.com and by word of mouth it is spreading like wildfire. To confirm one flight but not another is dishonest and a tactic in order to make more money than they are entitled to. The flight into *** was not confirmed by me or Priceline and I expect a full refund
Sincerely,
*** ***

Dear ***,
Prior to submitting your request for your hotel reservation booked with The *** *** you were asked to review and initial a contractThis contract
contained the travel information you entered during the request process and
outlined the terms of your reservations, including any applicable restrictions
related to changing or canceling your reservation
We really wish we could give you the resolution you're looking for; however,
your reservations are truly non-refundableFor your reference, a copy of your
contract page has been sent in a separate e-mail
Sincerely,
*** **
Customer Service Specialist