Priceline.com

Dear [redacted],
Roman">
 
Thank you for contacting us regarding your reservation at
the [redacted] International Airport booked under Trip Number [redacted].
 
We are writing to let you know that we have received your
Revdex.com concerns in our Executive Offices. We understand you do not feel your hotel
is located within the area that was selected.
 
We reviewed your reservation details and confirmed your
hotel is located on [redacted] which is within the [redacted] area that was selected when submitting your reservation. We are sorry if
you are unhappy with the location of your hotel; however, your reservation is
truly non-changeable, non-refundable and non-transferable.
 
We are sorry we did not provide you the answers you were
looking for and we thank you for your time. 
 
Sincerely,
 
[redacted]
Executive Offices

RevDex.com, Inc.
 
We
have received the consumer’s additional comments.  As you requested, we have again reviewed this
matter to see if we overlooked anything that might support a more favorable
conclusion. Unfortunately, there is nothing we can add to what has already been
stated in our previous correspondence. The consumer must contact the rental car company, [redacted] Car Rental directly for
any assistance or questions related to his/her name listing on the "Do Not
Rent" list. We
are sorry that we are unable to assist the consumer any further in this
situation.
 
Sincerely,
[redacted]
priceline.com

Complaint: [redacted]
I am rejecting this response because:It really does not appear that company representatives are carefully reading, or listening to, the substance of my complaint, but are instead simply rehearsing packaged responses. So, let me try again. Mr. or Ms. [redacted] continually cites the same policy that I did in my complaint, i.e., that "all special requests . . . are based on availability and honored at the discretion of the hotel."In other words, this identifies that it is entirely the hotel's prerogative to honor or refuse a special request. I understand that. I accept that. I think that policy is completely clear, and I would not be complaining if all parties involved actually followed this policy. There would be no complaint if the hotel had said "there are no non-smoking rooms available," or even "we choose not to give you one of our non-smoking rooms."But, and I will repeat this again, the hotel neither honored nor refused my request; rather, they told me 1) it was not their prerogative to act on my request one way or another, 2) that Priceline had made the reservation for a smoking room, and 3) that any "changes" to that reservation would have to be made through Priceline.Clearly, based on what the hotel representative told me, it is the hotel that is not following, or not understanding, Priceline policy, but Priceline's suggestion that I complain to the hotel rather than to them is really a failure to live up to their resopnsiblity. It is Priceline who took my money, and so it seems Priceline should be the ones to make sure that their partners understand and follow through on their policy. If a sub-contractor messes up your plumbing, you should take it up with the actual contractor who procured that sub-contractor's services, and you should have a reasonable expectation that the contractor has ultimate responsibility for seeing that the service is provided right.I find it interesting, and absurd, and actually quite infuriating, that both Priceline and the [redacted] are passing the buck back and forth to each other, and that neither (including Mr. or Ms. [redacted]) has taken the slightest initiative to check the facts, contact each other, or make sure that both understand and follow the terms of the policy. When I told the hotel representative that what she was telling me was not in line with the Priceline policy -- again, she was insisting that Priceline reserved a smoking room, not that the hotel was declining my request for a non-smoking room -- she simply told me to take it up with Priceline. When I told Priceline that their partner was not following the policy, their representatives instructed me to take it up with hotel.I wonder, has Mr. or Ms. [redacted] even bothered to check that perhaps Priceline did erroneously reserve a smoking room, or contacted the hotel to make sure they understand that they have the discretion to assign any room of their choosing, or taken any other reasonable, thoughtful steps to arrive at an agreeable solution? Based on these responses, I doubt it. I have been acting in good-faith throughout this process, and I have yet to encounter anyone from Priceline who is invested in solving the problem, rather than insulting both me and the Revdex.com by simply trotting out policies that I already understand.
Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:
I spoke to the General Manager of [redacted], [redacted], Shawn M[redacted] several times on 10/15, the day all of this happened, and he informed me that he did not charge me for the cancellation of the room and therefore, Priceline has no right to keep my money on behalf of [redacted].
Furthermore, I did not initial anything on the Priceline website that said I agreed to a full nights charge for the cancellation. I simply clicked cancel and instead of giving me a warning that I was about to be charged and an option to keep the reservation, it simply cancelled the room and charged me with no way of undoing it.
Priceline owes me this money back as I only see this as fraud and theft on their part considering the hotel waived the cancellation fee.  I will not go away on this, I want my money back!
Sincerely,
[redacted]

Our record indicates that a refund in the amount of 179.46 USD was issued on April
4, 2016. 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.

Dear [redacted]
 
Thank you for taking the time to contact us regarding
your airline reservation for Trip Number [redacted]
class="MsoPlainText"> 
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 airline
reservation.
 
Our records indicate that your issue has already been
resolved by one of our representatives. The rate you purchased is
non-changeable, non-cancelable and non-refundable. No option to select the
specific flight is provided for this type of reservation. The specific flight
time will only be revealed after booking. The flight that you will depart
between 6am-10pm. If we find an airline that accepts your price, we'll
immediately purchase your tickets using the payment information you provided.
This information was presented to you prior to purchase when you were asked to
review your reservation, including the terms associated with cancellations or
changes. When you purchased your reservation, you agreed to those terms.
 
For your reference, a copy of the contract page has been
sent in a separate e-mail. The contract page disclosed the terms and conditions
of
your reservation.  
 
Please note that as a one-time exception, Mr. Ethan Kim's
ticket was canceled and a refund of $354.77, which is net of the cancellation
and processing fees, was issued on March 31, 2016.
 
I hope you find my reply helpful and we thank you for
your time.
 
Sincerely,
 
Jenn H[redacted]
Executive Offices

Hi. Please see the response below that we have sent to our customer.  Thanks.
 
[redacted]
 

face="Calibri">We are contacting you today regarding your reservation at the [redacted]r 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 were advised when you booked the reservation that it's refundable if canceled 24 hours prior to check in but the hotel did not allow a refund. We apologize for any inconvenience this may have caused.
 
We reviewed your reservation in our system, and verified that you placed a request with one of our affiliates, Choose A Room. We apologize; however, you will need contact Choose A Room directly to discuss your issue. Please contact them directly at 1-866-460-7440 and when prompted, press 2 to speak with their Sales Department since they are the ones that booked your reservation. They will be able to pull up your reservation and assist you with a resolution.
 
We apologize for any inconvenience and thank you for giving us the opportunity to assist you.
 
Sincerely,
 
Joe Aguillon
Executive Offices

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 authorizing the terms and
conditions of the purchase, incluing the following cancel policy:
Cancel Policy - We
understand that your travel plans may change. That's why Priceline doesn't
charge you a change or cancel fee. Any cancellation received within 3 days
prior to arrival date will incur the first night charge. Failure to arrive at
your hotel will be treated as a No-Show and will incur the first night charge
(Hotel policy).
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]
Executive Offices
[redacted] Hartford Hotel &
Suites
?? ??
[redacted]
Your Room: 1 King Bed Special Deal - 1 King Bed, Non-Smoking,
Pillowtop Bed, 42 Inch
Led Television, Microwave And Refrigerator, Sofabed, Full
Breakfast
Room sleeps 2 adults
Flexible Cancellation
Check In: Mon, Feb 29, 2016
Check Out: Wed, Mar 02, 2016
Rooms: 1 room for 2
nights
Room Rate: C$143.77 per
room/night
Taxes & Fees: C$38.98
Room Total: C$326.52
Guest Info (Room 1)
[redacted]
Billing Info
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]0
Credit Card Info ? ?
XXXXXXXXXXXXXXXXXXX
Expiration Date and Security Code
By tapping Book Now, I agree to the Booking Conditions, T erms and Conditions, and
Privacy Policy
Booking Conditions â ¸
Book Now
IMPORTANT INFO PAGE
?
View taxes & f ees ?
Guest name and billing name are the same
Canada
Send me email deals
T axes and Fees
Amount: C$38.98
Prices are in CAD.
Night ly Rat es
Mon, (02/29): C$138.01
Tue, (03/01): C$149.53
Cancel
Policy
We understand that your travel plans may change. That's
why priceline doesn't charge you a
change or cancel fee. Any cancellation received within 3
days prior to arrival date will incur
the first night charge. Failure to arrive at your hotel
will be treated as a No-Show and will
incur the first night charge (Hotel policy).
About -Star Hotels
About Taxes and Fees
Important Information
Terms & Conditions
Privacy Policy
BOOKING CONDITIONS
Rate Description: Websaver - Full pre-payment required upon booking
Negotiated Special Details:
Limited time offer. Discounted rate!
â null
Offer Details: Negotiated Specials may be limited to certain
dates and subject to availability.
Cancel Policy: We understand that your travel plans may change. That's why
priceline doesn't
charge you a change or cancel fee. Any cancellation
received within 3 days prior to arrival
date will incur the first night charge. Failure to arrive
at your hotel will be treated as a No-
Show and will incur the first night charge (Hotel
policy).
Guarantee Policy: Reservation is guaranteed for arrival on the
confirmed check-in date only. If
you don't
check-in to the hotel on the first day of your reservation and
you do not alert the hotel in
advance, the remaining portion of your reservation will be
canceled and you will not be
entitled to a refund.
Your credit card is charged the total cost above at time of
purchase. Prices and room
availability are not guaranteed until full payment is received.
All rooms are booked for double occupancy (i.e. 2 adults) and accommodations for more
than two adults are not guaranteed.
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 the room rate.
Trip
Num # 1[redacted]
Trip
was submitted on # 02/28/2016 00:42:54

Revdex.com, Inc.

According
to the consumer he/she purchased a non-refundable Express Deals reservation for
a same day check-in, and was unable to check-into the hotel room at 2AM.
Can I book
a same day reservation?
Please keep a few things in mind when requesting a
same-day check-in:
·       
Availability may be limited
·       
Some hotels do not allow same-day bookings
·       
When
booking a reservation for immediate check-in after midnight, enter yesterday's date
into the check-in date field.
·       
If you book
a one-night reservation after midnight for immediate check-in, you will have to
check out at the hotel's normal check-out time later that same day.
We
hope you find this information helpful and we are sorry that we are unable to refund
the consumer’s non refundable purchase.
Sincerely,
[redacted]
Priceline.com

Complaint: 9979972
I am rejecting this response because:
 
Your missing the point!!!  
free internet was listed, but not free internet in room.
It does not say on Priceline that free internet is not free in the room.  That is my point that you offer "free" but it is not clearly stated what is free...in the room or where?
Sincerely,
Don Kepferle

Customer Information:  
[redacted]
[redacted]
[redacted]
Daytime Phone: ###-###-####
Evening Phone: ###-###-####
E-mail: [redacted]
 
 
Thank you for contacting us regarding your reservation at
the [redacted] booked under Trip Number
[redacted].
 
We are writing to let you know that we have received your
Revdex.com concerns in our Executive Offices. We understand you are requesting a
refund on your past hotel stay.
 
We contacted the hotel and confirmed they moved you to
another room after there were concerns with the heater not working. Since they
assisted you with the concerns, they are not willing to offer compensation for
your stay. Since the hotel is not willing to offer compensation, we are unable
to offer a refund back to your account as requested; however, since the hotel
did not provide you with the room type, we initiated a refund request for 20%
of the total charges. Please allow 7-10 days for the amount to appear back to
your account.
 
Thank you for choosing to email us today. I hope you
found my reply helpful! Please email us again if you need anything else. 
 
Sincerely,
 
[redacted]
Executive Offices

Trip Number: [redacted]46
Customer or Passenger's Name: Lisa Koch
Email Sent: Mon Mar 31, 2014 17:50:01
PM ET
Dear Ms. Koch,
We are contacting you today regarding your reservation at the Holiday Inn
Resort Daytona Beach Oceanfront for Trip Number [redacted]46.
We are writing to let you know that we have received your RevDex.com concern in our Executive Offices. We understand that you had some issues
with the hotel during your stay and you would like to get a refund of your
reservation. We apologize if you were unhappy with your hotel accommodation. We
contacted the hotel to share your concerns. [redacted] Hotel Manager, advised that
you were given a free room upgrade. She also advised that you left the hotel however;
you informed them that you were coming back. The hotel is willing to provide a
refund for the last 2 nights of your reservation. Please contact us before 5PM
and confirm that you will not use the remaining nights. It is important that
you contact us so we can process the refund.
Please contact us directly at 1-866-XXX-XXXX. The Executive Office hours are
9:00 a.m. to 6:00 p.m. Eastern Time, Monday through Saturday. You will need to
enter your Trip Number, which is [redacted]46 when you contact us.
Please note that the number provided above is a United States phone number, and
you may incur toll charges when calling from outside the United States or
Canada.
We apologize for the inconvenience and look forward to hearing from you.
Sincerely,
Zadhy Solinap
Executive Offices

Complaint: [redacted]
I am rejecting this response because:
Of course I contacted [redacted] and started the dispute process with them. I had to get a new card number, which is extremely inconvenient and also had to have [redacted] send it expedited. My issue is that Priceline is telling me that they never ran my card at all, but yet I have the charge on my statement, so how is that possible? The card was clearly run by your company yet you say my credit card information is not in the system at all? Very bizarre and concerning
Sincerely,
[redacted]

I am rejecting this response because I did not see anything on my phone on Priceline's website about collision insurance and don't recall checking any box, saying "yes". In other words, I believe they intentionally make this not noticeable and deceptively "build" in the insurance in a manner that customers are unaware of what they're signing up for.
Sincerely, [redacted]

We
have received the consumer’s additional comments.  As you requested, we have again reviewed this
matter to see if we overlooked anything that might support a more favorable
conclusion. Unfortunately, there is nothing we can add to what has already been
stated in our previous correspondence.
The
consumer states: “I never selected [redacted] as an area to rent a hotel!”
Attached hereto is a copy of the consumer’s initialed contract
page authorizing the terms and conditions of the purchase, including the following
selected regions labeled:
[redacted]
 We are sorry that we are unable to assist the
consumer any further in this situation.
Sincerely,
[redacted]
priceline.com
This
contract for request number [redacted] was originally initialed on 2014-08-12 23:12:08






·       
5


·       
2



·       
AUTO


·       
AC


Unlimited Mileage


Mid-Size Car


Pick Up/Drop Off:


[redacted]
[redacted]


Pick Up Date & Time:


Wednesday, August 13, 2014 - 11:30
AM


Drop Off Date & Time:


Monday, August 18, 2014 - 11:30 AM


Rental Company:





Total Charges


5 Days at:


$22 /day


Total:


$170.35


Don't Forget Collision Damage Insurance!


Collision Damage Insurance will be offered immediately
after purchase. Be sure to add coverage to enjoy these valuable benefits:


·       
Provides
Primary Coverage


·       
Includes
cost of repairs


·       
Cancel
with 100% refund


Traveling with a child or
infant? Add a child seat


Add Child Car Seats (Optional)


You can request any of the child seat options below. These
requests cannot be guaranteed and additional fees may apply at the counter.
Contact the rental car company to confirm availability.


0



Infant Child Seat
For infants less than one year and under 20 lbs


0



Toddler Child Seat
Forward facing for children weighing 20-40 pounds up to 40 inches in height


0



Booster Seat
For children weighing 40 to 80 lbs


Summary of Charges


Your Offer Price:


$22.00 (per day)


Total Rental Days:


5


Subtotal:


$110.00


Taxes and Fees: (details)


$60.35


Total Charges: prices are in US dollars


$170.35


(Additional payment required for the child
seats.)



Driver Information


[redacted]
**
[redacted]



Driver's age at pickup


25 and over
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 name.
Any funds used for the deposit cannot be accessed until after the car is
returned. The 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 travel. Will 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 name. The amount of credit required
depends upon car type, rental period, and optional items.









Flight Information (Optional)


This will be used by the rental
car company to monitor flight delays.













What Airline are you Flying?




Your Flight Number:




-- choose --










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 payment. If 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 car. You 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 name. An 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 items. Pre-paid cards
or cash will not be accepted for the security deposit. If the driver provides
a credit card for the security deposit, the security deposit will be released
back onto the card once the vehicle is returned. If 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.

RevDex.com, Inc.
 
We have
received the consumer’s additional comments. 
As you requested, we have again reviewed this matter to see if we
overlooked anything that might support a more favorable conclusion. Unfortunately,
there is nothing we can add to what has already been stated in our previous
correspondence. The
consumer’s hotel room booking was purchased directly with [redacted]. For any
assistance related to purchase made directly with [redacted], please contact
[redacted] at [redacted] (contacts below).
J[redacted]
[redacted]
Website: www.[redacted].
 We are sorry that we are unable to assist the consumer any further
in this situation.
 
Sincerely,
[redacted]
priceline.com

To whom it may concern:
We are in receipt of the complaint
initiated by the above-mentioned client.  Customer satisfaction is always
our primary concern, and it is a disappointment to learn that we have not met
Mr. [redacted]  expectations.  We appreciate your patience, during our
review of this matter. 
Upon receipt of Mrs. [redacted] complaint, Priceline [redacted] initiated an internal review of his travel folio.
The notes in Mr. [redacted] booking indicate that he had attempted to book a
cruise vacation for 5 people online, he did receive and error message and his
credit card was accidentally charged. The agent did contact the cruise line and
initiated a full refund. I spoke to Mr. [redacted] today October 17, 2014, and he
has received a full refund back to his credit card and is satisfied. 
On behalf of Priceline [redacted], we
appreciate this opportunity to address our client’s concerns.  If you have
any further questions regarding this reservation, please do not hesitate to
contact us.  We appreciate your patience and understanding with this
matter.
Sincerely,
[redacted]
Priceline [redacted]

According to
the consumer, she was price shopping and did not intend to purchase the reservation.
The consumer is...

requesting a refund for the hotel room reservation. 
Our record
confirms that the consumer visited the Priceline.com website and selected a non-refundable
Express Deals reservation for a 6 night stay. The consumer provided payment
details online and clicked the “Buy Now” button authorizing the terms and conditions
of the purchase.
Customer
Payment Method: [redacted]l
CC Type:


[redacted]l


CC Number
(Last 4 digits):


3875


Expiration
Date:


12/2020


Card
Holder Name:


[redacted]


Card
Holder Phone:


[redacted]5



Billing
Address:


[redacted]
[redacted]


The consumer’s
selected purchase is non-refundable and we are sorry that we are unable to assist
with the requested refund. I apologize for any inconvenience experienced by
the consumer and thank you for getting in touch about this issue.






Sincerely,
N. D[redacted]
Executive Offices

Dear [redacted]
 
Thank you for contacting us regarding your reservation at
the [redacted] New York booked under Trip Number [redacted]
class="MsoPlainText"> 
We are writing to let you know that we have received your
Revdex.com concerns in our Executive Offices. We understand you do not feel your hotel
was rated properly and want to receive a partial refund.
 
We have researched to find that this hotel has a guest
satisfaction rating of 8.7/10 and does meet our expectations for the star
rating selected on our website.
 
Our competitors also rate this hotel as follows:
 
[redacted]
*
[redacted]
*
[redacted]
 
[redacted]
 
We contacted the hotel and were advised that they
upgraded you to a King room for no additional fee due to it being your
Anniversary. We are sorry if you are unhappy with your past hotel stay; however,
we are unable to offer a partial refund back to your account as requested. 
 
I know you expect a different answer; however, there are
no other options that I can offer because of the restrictions.
 
Sincerely,
 
Teddi C[redacted]
Executive Offices

Please note that this matter refers to an [redacted] purchase.
 
This complaint was filed against the wrong company and should be filed against [redacted].
 
For assistance with reservations purchased with [redacted], please contact [redacted] directly at: 
 
[redacted]
 
Sincerely,
N D[redacted]
Priceline[redacted]