Stahl Construction Company

Dear [redacted]
We are contacting you today regarding your reservation with [redacted] Car Rental booked under Trip Number [redacted]
We are writing to let you know that we have received your Revdex.com concern in our Executive Offices. As we understand, [redacted] Car Rental did not...

have your reservation when you arrived at the airport so you ended up booking a new reservation with another rental car company. I apologize for any inconvenience this may have caused.
For us to further assist you, please send a copy of your receipt showing the charges for the new reservation that you booked. Please send the information as a PDF or JPG attachment via email or send it through fax to ###-###-####. Once we received your information, we will review  your case further and contact you back for any resolution or update.
We apologize for the inconvenience and thank you for giving us the opportunity to assist you.
Sincerely,
Joe A[redacted]
Executive Offices

Thank you for taking the time to contact us regarding your reservation at the [redacted] - The Court for Trip Number [redacted].   We are writing to let you know that we received your Revdex.com concern in our Executive Offices.   We apologize for the difficulty you encountered. We understand you are requesting for a refund of your reservation because you have read bad reviews for your hotel. We reviewed your reservation and verified it was canceled as a one-time exception to the cancel policy. A full refund of 470.00 USD was issued on May 2, 2017. The refund was processed through our system within one business day; however, bank processing time varies, so please check with them if you don't see the refund in your account within a few business days.   Thank you for your time and we hope you find this information helpful.   Sincerely,   [redacted] Executive Offices

Complaint: [redacted]
I am rejecting this response because: The Priceline Website says "If a schedule change results in an unacceptable itinerary, please call us as soon as possible." I did that and got bounced around from person to person, hung up on and was spoken to rudely. Going forward I will book directly through the airline, and not use priceline services anymore.  
Sincerely,
Mark Phillips

I am in
receipt of the complaint 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 non-refundable and non-changeable
terms and conditions of the selected...

purchase.
We are
sorry that the consumer’s selected purchase is non-refundable and we are unable
to assist the consumer with a change or refund.
Once again, thank you for getting in touch about
this.
Sincerely,
 
[redacted]
Priceline.com
 
 
4-star hotel in the [redacted] area
 
Check In: Tue, May 12, 2015
Check Out: Fri, May 15, 2015
 
Rooms: 2 rooms for 3
nights
Your Bid: $343.00
per room/night
Taxes & Fees: $416.46
Room Total: $2,474.46
Have a promo code?
Guest
Info (Room 1) [redacted]
Guest
Info (Room 2) [redacted]
Billing
Info [redacted]
[redacted]
[redacted]
[redacted]
Credit Card Info XXXXXXXXXXXXXXXX
Expiration Date and Security Code
IMPORTANT INFO PAGE
View taxes, fees & cancellation
policy ?
Guest name and billing name are the same
Sign in for faster checkout!
United States
continue
T axes and Fees Amount: $416.46 Prices are in USD.
Cancel
Policy
This rate cannot be cancelled, changed or transferred.
Refunds are not allowed.
TERMS AND CONDITIONS PAGE
We want you to love your hotel. So please read this important
stuff.
All rooms will accommodate up to 2 adults. Requests for bed types (King, Queen, 2 Doubles, etc.) or other
special needs (including preferences for smoking or
nonsmoking
rooms) should be requested through your confirmed hotel and
cannot be
guaranteed.
Reservation is guaranteed for arrival on the confirmed check-in
date only. If you do not check-in
on the first day of your reservation and you do not alert the hotel in advance,
the remaining portion of your reservation will be canceled and you will not be
entitled to a refund. Guaranteed late night arrival. Check-out time varies by
hotel.
If priceline accepts your price, priceline will book your
reservation in a property with an equal or higher star level than you
requested. Please 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 requested.
The hotel that is selected may or may not be one that you have
seen during a hotel search on priceline. Any sorting or filtering options
previously used will not apply to this Name Your Own Price request. Priceline
will immediately charge your credit card the total cost of your stay. Rooms
purchased through priceline can not be cancelled,
changed or transferred and refunds are not allowed. If your
offer is not accepted, your credit card will not be charged.
The reservation holder must present a valid photo ID and credit
card at check-in. The credit card is required for any additional hotel specific
service fees or incidental charges or fees that may be charged by the hotel to
the customer at checkout. These charges may
be mandatory (e.g., resort fees) or optional (parking, phone calls or minibar
charges) and are not included in your offer price.
Hotel rooms purchased through priceline are not eligible for
frequent traveler points,
upgrades, vouchers, or other discounts and incentives.
I have read, accept, and agree to abide by
priceline.com's terms and conditions and privacy
policy.
Initial Here to Accept **
 




+ Customer Payment Method:

Credit/Debit Card

 







































CC Type:

[redacted]

CC Number (Last 4 digits):

[redacted]

Expiration Date:

08/2018

Card Holder Name:

[redacted]

Card Holder Phone:

[redacted]

Billing Address:

606 Post Road E, Ste 636, Westport,
Ct
Westport CT 06880
US

 

 

+ Authorization Amount:

2474.46 USD

 



















Authorization Date:

Monday, Apr 20, 2015

Authorization Code:

87675P

Payment Method to Hotel:

Direct Bill

 




+ Total Charged By Us:

2474.46 USD

 































Offer Price per Room:

343.00 USD

Number of Rooms:

2

Number of Nights:

3

Room Subtotal:

2058.00 USD

Total Taxes and Fees:

416.46 USD

Total Cost:

2474.46 USD

 



USD - United States Dollars

I am in receipt of the complaint initiated by the above-mentioned consumer and appreciate the opportunity to respond.
 
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.
 
In this case, the consumer selected a reservation that provided greater savings and less flexibility.
Attached hereto is a copy of the consumer’s contract page indicating that Wi-Fi is not an amenity offered or guaranteed with the Express Deals option selected.
We apologize for any inconvenient experienced by the consumer and we are sorry that we are unable to assist the consumer any further in this situation.
Sincerely,
N. D[redacted]
priceline.com
 
 
This checkout page for trip number [redacted] was submitted on 2015-09-18 16:27:26
$153  per night
4 Star Hotel in [redacted] Area for $153/night
This deal saves 24% or more compared to similar hotels*
Not what you're looking for? See more Express Deals.
.
Star Rating:
What hotel is this?
Guaranteed Amenities:
Business Center
Restaurant
[redacted]
[redacted]
[redacted]
[redacted]   
Rooms:
1 Room2 Rooms3 Rooms4 Rooms5 Rooms6 Rooms7 Rooms8 Rooms9 Rooms      All rooms will accommodate up to 2 adults.
Choose Bed:
$153per night
Room Assigned At Check-in - Sleeps Two Adults - 2 Beds Requested.
$153per night
Room Assigned At Check-in - Sleeps Two Adults - 1 Bed Requested.
Reservation Names:age 21 or older
Please enter the name of the person who will be checking into the hotel. They must present a valid photo ID and credit card.
Room 1
[redacted]
[redacted]
[redacted]
 
Room 2
First:
MI:
Last Name:
 
Room 3
First:
MI:
Last Name:
 
Room 4
First:
MI:
Last Name:
 
Room 5
First:
MI:
Last Name:
 
Room 6
First:
MI:
Last Name:
 
Room 7
First:
MI:
Last Name:
 
Room 8
First:
MI:
Last Name:
 
Room 9
First:
MI:
Last Name:
[redacted]
© 2015 Microsoft Corporation © 2010 NAVTEQ © AND
© 2015 Microsoft Corporation © 2010 NAVTEQ © AND
Your hotel is guaranteed to be in this areaView a larger map »
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.
24/7 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 $5.00 per room, per night. View Terms and Conditions
No, thanks. I prefer to travel without Trip Protection.
Summary of Charges
Price per night:
$153
Rooms:
1
Nights:
1
Room Subtotal:
$153.00
Travel Insurance
$0.00 ( DECLINED )    + Add now   Recommended!    (remove)
Taxes & Fees:
$26.66
Priceline Hotel Coupon:
-$0.00
Total Priceline Charges: All prices are in U.S. Dollar.
$179.66
Charged by Priceline today when you book.
Additional Mandatory Fee:
$9.12 * (USD ) This hotel fee is charged by property at checkout.
Total Cost:
$188.78
Apply Coupon
Have a coupon code?Apply
This coupon is invalid or has expired
Mandatory fee of $9.12 per room per stay is collected at the hotel.
Booking Conditions
All rooms will accommodate up to 2 people. Special requests should be requested through your confirmed hotel and cannot be guaranteed by Priceline.
Priceline will immediately charge your credit card the total room charges upon booking.
Reservation is guaranteed for date of check-in only.
Rooms purchased through Priceline Express Deals cannot be cancelled, changed or transferred and refunds are not allowed.
Hotel Name will be revealed upon booking.
Mandatory Fee: This hotel charges an additional $9.12 per room per stay. This fee will be charged to you directly by the hotel. Mandatory fees are not optional and typically cover items such as resort fees, energy charges or safe fees. The amount of the charge is subject to change.
Effective July 1, 2011, [redacted], Italy will impose a new City Tax of €1.00 - €5.00 per person, per night (maximum of 10 nights). The law requires that hotels collect this tax directly from guests upon check-out. The tax amount, subject to change, will vary by hotel depending upon the star rating assigned by the Italian government, which may vary from the star rating assigned by priceline.com.
I agree to the Booking Conditions, Terms and Conditions and Privacy Policy by booking this room. I agree to the Booking Conditions, Terms and Conditions, Privacy Policy and the travel insurance Description of Coverage by booking this room.

Revdex.com, Inc.
 
We are in receipt of the complaint 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 selected 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 2 people. Requests for bed types (King,
Queen, 2 Doubles, etc.) or other special requests (including preferences for smoking or non-smoking
rooms) should be requested through your confirmed hotel and cannot be
guaranteed by Priceline.

If you require a
specific bed type, please contact your hotel directly. All bedding requests
are based on hotel availability and are at the discretion of the hotel. A fee
may be incurred and is the responsibility of the customer.
 
We are sorry that we
are unable to assist the consumer any further in this situation.
 
Sincerely,
[redacted]
Priceline.com
 
 









































 

 

 

 

Important Information
All rooms will accommodate up to 2 adults. Requests for bed types (King,
Queen, 2 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 check-in date only. If you do not check-in on the first day of your
reservation and you do not alert the hotel in advance, the remaining
portion of your reservation will be canceled and you will not be entitled
to a refund.
If priceline accepts your price,
priceline will book your reservation in a property with an equal or higher
star level than you requested. Please 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 requested. The hotel that is
selected may or may not be one that you have seen during a hotel search on
priceline. Any sorting or filtering options previously used will not apply
to this Name Your Own Price request. Priceline will immediately
charge your credit card the total cost of your stay. Rooms purchased
through priceline cannot be cancelled, changed or transferred and refunds
are not allowed. If your offer is not accepted, your credit card
will not be charged. Priceline 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 allowed. If 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-in. The credit card is
required for any additional hotel specific service fees or incidental
charges or fees that may be charged by the hotel to the customer at
checkout. These charges may be mandatory (e.g., resort fees) or optional
(parking, phone calls or minibar charges) and are not included in your
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
Coverage. I have read, accept and agree to abide
by priceline.com's terms and conditions and privacy policy.





 

 

 

 

 

 

 

 

 

 

 
 

 
*

Complaint: [redacted]
I am rejecting this response because: The room offered to me was in poor condition and unclean. Priceline should not have had this hotel as an option for customers. Priceline should reimburse me the other half of my money. The room was nasty. The bed was in poor condition. The TV was in operable. And these pictures are just a few that I have to prove my case. 
Sincerely,
[redacted]

Roman";
mso-bidi-theme-font:minor-bidi;mso-ansi-language:EN-US;mso-fareast-language:
EN-US;mso-bidi-language:AR-SA">Our records indicate that a refund in the amount of $152.49 was issued for this purchase.

Complaint[redacted]
I am rejecting this response because: It is true, when the rental car was booked initially the deal with through.  However at the bottom there was an offer to upgrade to a full size car for $3.00 more dollars, so I hit the upgrade button and entered my credit card into.  After I entered the info the screen cleared and there was like a spinning circle that appeared for about 2 minutes and then it went away and was replaced with the an error message that indicated that transaction was not completed. So next I changed the email and received notification that confirmed the bid was not accepted.  I took an extra step and called to make sure the transaction was not completed.  The reps with Priceline keep saying they are "checking and my credit card into was entered".  That is correct, you have to enter the credit card info before finding out if the bid is accepted.  As the consumer, I can only go by what I'm receiving at that time.  That is the reason I called them.   I am being punished because the Priceline notification system sent me confirmation that the booking was not accepted initially and failed to notifiy me that they would continue to try without my knowledge.  Aparently, behind the scenes the Priceline system was still trying to get the bid accepted...but the computer did not show ANYTHING on the screen to indicate that.  I would agree with them if my computer said that they will continue to submit my bid behind the scenes, but there was nothing to indicate that Priceline continued to submit my upgrade behind the scenes.  I found only after going to the email to verify confirmation of the [redacted] rental.  That's why I was notified.  It's they are saying, we know we sent you an email saying the upgrade bid was not accepted, but we were still trying behind your back, so you still have to pay for the rental. Please see attachments along with email sent to PriceLine team member [redacted] in their Executive Offices.  He states a customer service rep advised Mrs. [redacted] Lowe, who by the way, is not me.  Also equally concerning is the fact that I believe the business is outsourced, so there may be a communication or lauguage barrier that is preventing them for understanding.   I did my due diligence by calling and confirming the notification sent via email.    
Sincerely,
[redacted]

Dear [redacted]
 
We are contacting you today regarding your airline
reservation booked under Trip Number [redacted]
 
We are writing to let you know that we have received your
Revdex.com concern in our Executive Offices. As we understand, you
did not use the...

return flight due to a schedule change and you are requesting
to be refunded for the unused portion of your reservation.
 
We checked our records and verified that we received an
email from [redacted] last February 2, 2016 confirming a refund issued in the
amount of
$376.84 for your returning flight. We processed a refund
for the same amount of $376.84 to your [redacted] card ending in [redacted] last March 03,
2016.
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

Thank you for taking the time to contact us regarding your hotel reservation at the [redacted] under Trip Number [redacted].   I am writing to let you know that we have received your Revdex.com complaint in our Executive Offices. I...

understand you are requesting for a full refund of your unused reservation.   I checked our records and see that we indicated during the booking process that you would receive a hotel that is pet-friendly. However, we also stated that your confirmed hotel may charge you for optional fees, and this includes pet fees. We have contacted the hotel management on your behalf and they agreed to make an exception to refund your non-refundable reservation. The refund for $190.96 will be processed through our system within one business day. Depending on your bank's processing time, the refund may post to your account after a few business days.   I hope you have a wonderful day, and please feel free to respond to this email if you have any questions.   Sincerely,   Nico Tumbagahan Executive Offices

We are contacting you today regarding your airline reservation with Trip Number [redacted].   We are writing to let you know that we received your Revdex.com concern in our Executive Offices.   Our records indicate that the name entered upon booking the reservation was Jaymi...

Danielle. We confirmed that there was no system error. We reviewed that the name on the Contract Page matches the name listed on our system so as the airline’s system. We ask to review the name entered is correct prior to confirming your reservation or clicking “buy my ticket now”. Once the name is entered on our website, it will be transmitted to the airline for ticketing. We can also see that you checked the status of your reservation multiple times. We regret to inform you that we will not be able to refund or provide compensation for this non-refundable ticket, we would like to offer you the refundable taxes amounting to 101.16 USD. Please let us know if you would like us to move forward with this refund.   Thank you, [redacted], for taking the time to notify us of this situation. We hope to have the privilege of serving your future travel needs under more pleasant circumstances.   Sincerely,   [redacted] Executive Offices

Revdex.com, Inc.
 
I am in receipt of the complaint initiated by the
above-mentioned consumer and appreciate the opportunity to respond.
 
According to the consumer, she/he purchased trip protection
along with a non-refundable reservation and believed that...

trip protection would
apply due to a change in plans.
 
When selecting a reservation, the consumer is provided with
the cancel policy associated with each reservation.  In this case, the consumer chose to select a
restricted reservation that provided greater savings and less flexibility.
 
Attached hereto is a copy of the consumer’s initialed
contract page agreeing to the non-refundable terms and conditions of the
selected purchase as well as the trip protection coverage offered.
 
Trip Protection does not protect you in the event of
unforeseen business or personal obligations, changes in your travel plans after
your offer is accepted or dissatisfaction with your itinerary.
 
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.
 
View
Description of Coverage
[redacted] Trip Protection Description of Coverage
can be found on the FAQ section of the priceline.com website as well as the
consumer’s contract page. [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
[redacted] for international callers).
·       
To request claim forms,
please visit www.travelclaim.com. You
may also email or call [redacted] using the contact information above. If
emailing, please include your Request Number, your name, your address, your
phone number, and the type of claim form you need (e.g. Trip Cancellation).
I appreciate the opportunity to clarify.
Sincerely,
 
N. D'Angelo
Priceline.com
 
By
selecting "Buy My Tickets", I agree to the terms and conditions,
privacy
policy,
and important terms below
Name changes, including
spelling, are not permitted post-purchase.
Ticket is non-refundable
and changes are not permitted. To view your airlines full fare rules, please Click
Here
Meal and Seat preferences are not guaranteed. Fares are not guaranteed until purchased.
If you do not take your outbound flight, the airlines will
automatically cancel the remainder of your reservation. No refunds will be
granted for the unused portion of your trip.
You added Trip
Protection. View Description of Coverage, which includes full terms and conditions.
Terms & Conditions
 
 
 
.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]Prior to selecting the room the cancellation policy was no fee for cancellation up to the day of the stay, and included Priceline's low price, which was the same as several other competitors. There was no warning that the policy wood change or did change with the exception of the "Terms". I had no reason to think that any of the terms changes once I selected their offer. Is this not considered Bait and Switch. Below is the emaiI I got, after selection the deal.priceline.com May 23 at 5:34 AMTo[redacted]To view this email as web page, go hereFollow UsFlightsHotelsCarsPackagesCruisesPaul Schaaf, it's time to pack your bags!Your Trip Number is 275-687-753-49. View Printer Friendly Itinerary. Days Inn - [redacted] 
[redacted] 
[redacted]Check-InTuesday, May 26, 2015 at 03:00 PM Check-OutFriday, May 29, 2015 at 11:00 AM Add a Night to your stay  Your Room Reservation Name[redacted] Confirmation Number[redacted] Reservation DetailsRoom Assigned On Check-in  Add a Room to your stay   Important InformationA valid photo ID and credit card are needed at check-in. All rooms are booked for double occupancy (i.e. 2 adults) and accommodations for more than two adults are not guaranteed. We recommend that you bring a copy ofyour itinerary or receipt to the hotel. Frequently Asked Questions What do I need to bring to the hotel for check-in?Can I add nights to my hotel reservation?Can I add rooms to my hotel reservation?Hotel special requestsCan I check-in early or late?Can I change or cancel my hotel rooms?see all   Priceline Name Your Own Price® and Express Deals® services are different from published price services. Exact hotel, airline and rental car company are shown only after booking. All sales final. Airfares do not include fees for checked baggage, or foreign departure/ port charges. See Full Terms and Conditions.If you have questions about your priceline reservation, please visit our Customer Service Center.To learn about our email partner's privacy policies, including the use of cookies in this email, click here.This is a transactional email from Priceline.com LLC - 800 Connecticut Ave. Norwalk, CT 06854[redacted] [redacted] [redacted]

Dear [redacted]
 
Thank you for taking the time to contact us regarding
your reservation at the [redacted] [redacted]d for Trip
Number [redacted]
 
We are writing to let you know that we received your
Revdex.com concern in our Executive...

Offices.
 
We understand you are requesting for a compensation
because the hotel does not have a hot tub available to all guests. We reviewed
your request and verified the reservation was used. The hotel advised you were
provided an accessible king suite with a sofa bed and an accessible tub. The
hotel does not offer a hot tub available to all guests as it will depend on the
room type reserved. We would like to offer you a 20% refund of your total
reservation cost as a compensation. A refund request in the amount of 79.04 was
submitted to our management team for review, and if approved, the refund will
be processed to the card you used to submit your request. Once the refund is
approved, your refund will be processed by our system within 1 business day;
however, it may take up to 5 business days for your bank to post the refund to
your account.
 
We apologize for any inconvenience and thank you for your
patience while resolving this issue.
 
Sincerely,
 
[redacted]
Executive Offices

I have received the consumer’s additional comments. As 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. I am sorry that we are unable to assist the consumer any further in this situation.
 
Sincerely,
[redacted]
priceline.com

The consumer states:
Customer’s
Statement of the Problem:
I went on Priceline to book a Hotel in [redacted] area. I
booked the Hotel and was not told until later, in and email, that the Hotel
would not even be located within the same city as the one I chose. I then...

went
on live chat with [redacted] and he refused to fix the situation. I explained to
him that it was not even in the same area as the one I booked. He stated that
there would be no changes made. He refused to change it a Hotel in the area I
picked. For this reason I had to find another place to book a Hotel. I am out
the money I spent on the hotel. Additionally, the live chat rep
was rude and unwilling to help in anyway to resolve this issue.
Attached hereto is a copy of the
consumer’s initialed contract page agreeing to the terms and conditions of his selected
purchase.
For your review, we have provided a copy of the chat between
the consumer- [redacted] and the priceline
representative [redacted].
 












Chat Start Time:

07/30/2015 13:28:33 PM

Chat End Time:

07/30/2015 13:51:45 PM

Agent:

[redacted]-chat | Jan [redacted] | CallTech | [redacted]

 



Log Started Thu Jul 30 10:28:30 PDT 2015
[10:28:33] You have been connected to [redacted].
[10:28:42] [redacted]: Hi, [redacted]! Thanks for choosing to chat with us today. How
may I help you?
[10:29:48] [redacted]: I booked a hotel and I picked [redacted].
After the Hotel was booked it changed it and automatically picked a hotel in
[redacted] which is a neighboring town. It is too far from where we need to
be
[10:30:06] [redacted]: [redacted], I will be more than happy to compare the location
of your hotel to the designated area that was shown to you while making your
reservation. Please give me 2-3 minutes to review your information and
determine if you received a hotel within the designated area.
[10:31:43] [redacted]: Thank you so much for waiting, [redacted].
[10:31:48] [redacted]: No problem
[10:31:55] [redacted]: Thank you.
[10:31:59] [redacted]: [redacted], I did review your reservation and the hotel you
received is in the designated area of the map you reviewed on our website.
Your reservation is non-changeable and non-refundable.
[10:33:22] [redacted]: Ok, it is not where I specified. I picked [redacted]. It is 15 miles from the area I picked. I will need a refund or change

[10:33:35] [redacted]: When booking this type of reservation
you had the option to select your desired area or areas where you wanted to
stay. Each area comes with a map that illustrates its coverage to give
customers an idea where the hotel can be possibly located. After a careful
review of your reservation, I found out that the hotel you received is within
the area that you selected and it is inside the shaded portion of the map
presented. I do understand that the location of the hotel within that shaded
area is not what you expected; however, due to the restrictions of this
reservation, I am unable to change or cancel your hotel reservation.
[10:34:36] [redacted]:
Ok, at this time I will need to contact my credit card company to file a
charge back for fraud. This is not what I paid for.
[10:34:40] [redacted]: I'm sorry to hear about that, [redacted].
[10:34:42] [redacted]: [redacted], as a consumer, it's at your discretion to contact
your credit card company or bank about any transaction. I will document your
record that this is what you advised us you will do. We will provide them
with any requested information regarding your purchase.
[10:34:43] [redacted]: It was not within the area I picked
[10:35:19] [redacted]: [redacted], I understand that this is important to you and I
apologize if you're not satisfied withe the location of your confirmed hotel;
however, upon checking your reservation, I have confirmed that your hotel is
inside of the shaded area that you've selected when you placed your request.
[10:35:38] [redacted]: Great Customer Service by the way.
[10:35:39] [redacted]: Show me
[10:35:46] [redacted]: [redacted], I apologize if the answer I'm providing are not the
ones that you're looking for. I would like to thank you for chatting with us
today.
[10:36:12] [redacted]: So you are not willing to provide proof?
[10:36:34] [redacted]: Because I have screen shots showing what you are
saying is wrong
[10:38:06] [redacted]: [redacted], during the request we advised that we will find a
hotel in the shaded area that you have requested and you have agreed to the
terms and condition when you booked your reservation.
[10:40:11] [redacted]: Hi, [redacted], I have not received a message from you in a
while, are you still available to chat?
[10:40:22] [redacted]: Heres the deal. I'd love to get
this worked out. I just went on your website and determined what you are
saying is wrong. Why you have to be such a [redacted] I don't know. Maybe you were
bullied as a kid and feel that you can get revenge by stealing and lying.
Whatever works.
[10:40:50] [redacted]: There are so many other places to book a hotel. Why
the bait and switch and lies
[10:41:01] [redacted]: Are you there
[10:41:02] [redacted]: [redacted], It’s clear that you don't find the policy
acceptable; however, there are no other options I can offer that would result
in a different outcome for your issue. Please chat back with us again if you
need assistance on another matter. I’d like to thank you for chatting with us
today.
[10:41:23] [redacted]: There are other options. You aren't willing to do
them
[10:41:44] [redacted]: [redacted], I really wish that there's something that I can do;
however, your reservation is non-changeable and non-refundable, so I won't be
able to change or cancel it for you.
[10:42:33] [redacted]: Thats a choice you are making. And my Choice is to
charge back through my credit card company that is my policy. I guess we all
have to stick by our policies right
[10:42:50] [redacted]: I have this documentation of your refusal to provide
what I have paid for
[10:43:10] [redacted]: I'm sorry to hear about that, [redacted]; however, that would
entirely at your discretion.
[10:43:33] [redacted]: Just like it was your discretion not to provide what
I paid for right?
[10:44:10] [redacted]: Hello?
[10:44:16] [redacted]: [redacted], our ability to change or cancel a reservation
depends from our partner's policy.
[10:44:46] [redacted]: No, the hotel choice was made by you and your
company
[10:45:00] [redacted]: Your reservation is restricted and I won't be able to
change or cancel it for you.
[10:45:00] [redacted]: It isn't a change, it is providing what I paid for
[10:45:47] [redacted]: Well, my hands are tied. I can not give away free
money. All I wanted to do was book a hotel not have bait and switch and
horrible customer service and refusal to provide service
[10:46:24] [redacted]: Charge backs cost the company more time and money
than simply providing what was paid for
[10:47:36] [redacted]: And so, the great customer service continues as you
ignore me
[10:49:36] [redacted]: I will take your lack of response as failure to
provide service. I will use this documentation. I have requested what I paid
for and you are failing to respond and offer what was paid for.
[10:50:05] [redacted]: [redacted], I apologize however, there are no other options I
can offer that would result in a different outcome for your issue. Please chat
back with us again if you need assistance on another matter. I’d like to
thank you for chatting with us today.
[10:50:59] [redacted]: So, you are stating that you will not provide
anything for the money I paid?
[--- end of transcript as seen by customer ---]
[10:51:45] The customer has ended the chat session.
[10:51:45] [redacted] has left the session.
[10:52:12] [redacted] has left the session. Log Ended Thu Jul 30 10:52:12 PDT
2015

Hi. Please see the response we have sent to our customer below. Thanks.[redacted] Thank you for taking the time to contact us regarding your reservation at the [redacted] & [redacted] Convention Center for Trip Numbe[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 reservation. We reviewed your request prior booking and it clearly indicate that the room you selected will have two queen beds. We 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[redacted]Executive Offices

Dear [redacted]
 
Thank you for taking the time to contact us regarding
your reservation at the Extended Stay America - [redacted] - Lake Mary for Trip
Number [redacted]
 
We are writing to let you know that we received your
Revdex.com concern in our Executive...

Offices.
 
We understand you are requesting for a refund of your
reservation because you advised you called the hotel before noon local hotel
time on August 18, 2016. We reviewed your information with the hotel and
verified that your reservation was a no show. When you missed your scheduled
check in date the hotel considered you a no show and released your room. This
is a standard hotel procedure. Our records show you have disputed the charges
with your credit card company on August 21, 2016.
Our system automatically canceled the reservation once
the dispute was initiated. Kindly contact your bank directly, they will advise
you of the outcome. We do not have any other information and we are unable to
process any refunds.
 
Thank you for your time and we hope you find this
information helpful.
 
Sincerely,
 
[redacted]
Executive Offices

Complaint: [redacted]
I was contacted by a representative and I have agreed to accept a $500 refund. I am glad this was settled, however, as I am forced to respond in 7 days and was told the credit could take up to 30 days, I will not close out this compliant until my actual refund has been processed.  Once the refund comes through to my credit card, I will accept the response.
Sincerely,
[redacted]