Priceline.com

We have relooked at this customer's complaint to determine if we could provide a more favorable resolution.  Below is the response that we have sent to our customer.
Dear [redacted]
 
Thank you for taking the time to contact us regarding your reservation at the One U[redacted] [redacted]p Number [redacted]
*
We are writing to let you know that we received your Revdex.com concern in our Executive Offices.
 
We understand that you sent us a screenshot showing an itinerary with a cheaper rate. We reviewed your information and verified that the lower rate does not show the same dates and room type. It also does not show the applicable taxes and the final amount to be charged by the hotel. We stated on the terms and conditions of our Best Price Guarantee that the cheaper itinerary must have the same exact details as your original reservation and the rate should be available to the general public. We apologize; however, we are unable to process a refund of your reservation.
 
I know you expect a different answer; however, there are no other options that I can offer.
 
Sincerely,
 
[redacted]
Executive Offices

Hi Please see the response we provided to the customer below:
 
[redacted]
 

face="Calibri">Thank you for taking the time to contact us regarding your reservation at the [redacted] & Suites for Trip Number [redacted].
 
We are writing to let you know we received your email in our Executive Offices.
 
We see that your issue has already been resolved by one of our CS Relations Executive. Should you require additional assistance with your Hotel Reservation, please feel free to reply to this e-mail.
 
Thank you for the opportunity to assist you and we hope you find this information helpful.
 
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. When
submitting a request we advise on the contract page in bold letters that
"Rental Car availability is not confirmed until full payment is received. If your selections are unavailable, we'll
still purchase your airline ticket". We are sorry that we are unable to assist
the consumer any further in this situation.
Sincerely,
N. D’Angelo
priceline.com

Complaint: 10883999
I am rejecting this response because: 
I received an email from the company and they offered me $25 out of good will. It is insulting. And I did not cancel any reservation. I changed the reservation on 10/29 after being told to make a complaint with the company via their website to request a refund and an investigation. This company REFUSES to provide copies of the recording of the conversation I had on 10/9 which is where my complaint stems. This is the date I was told one price and confidently do by their employee. On 10/29 I spoke with several employees who told me they WOULD NOT review anything from 10/9 and that I should complain to someone else. So I did. And they still refuse to do a full and proper investigation of the ENTIRE chain of events. And their response to me and to Revdex.com is terrible. I want to copy of the tapes from 10/9. The full and unedited tapes. This they repeatedly have refused. I wonder why. 
Sincerely,
[redacted]

The consumer selected a Name Your Own Price reservation, and
agreed to stay in a property located...

anywhere within the shaded area labeled St.
Petersburg.
The [redacted]
[redacted], located at [redacted], [redacted], [redacted]
is clearly located in the shaded area of the mapping guidelines
for the city area selected and labeled [redacted].
On each consumers’
contract page (including the contract page in question), we clearly and
conspicuously place the following disclosure regarding the cancel policy
labeled under Important Information.
                            
Important
Information
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.
Consumers who wish to stay in a particular property/location, have
the option to select from our Published Price service  where consumers see a list of competitive
prices across a wide range of hotels and can choose his/her exact price,
location  and hotel.
Attached
hereto, is a copy of the consumer’s initialed contract page authorizing the
terms and conditions of the selected purchase, including the cancel policy.
Thank
you for the opportunity to clarify.
Sincerely,
[redacted]
priceine.com
This contract for request number [redacted] was originally
initialed on 2014-09-30 11:13:06

Please Review Your
Request


















































3½ Star Upscale-Plus Hotel, [redacted] Area


Which hotel will I get?




Check-In Date:




Sunday, October 5,
2014




Check-Out Date:




Monday, October 6,
2014




Region




[redacted] - [redacted], FL




City Area:




[redacted]




Check-In Time:




Varies by hotel. Guaranteed late
night arrival if needed.




Check-Out Time:




Check-out times vary by hotel




Room 1:




[redacted]




Number of Rooms:




1




Guaranteed Amenities:




Indoor or Outdoor Pool, Fitness
Center, Business Center, Guest Score 8/10 or Higher




Number of Nights:




1













































Offer Price Per Room, Per Night:




US$ 60.00










Travel
Insurance:




US$
5.00






Subtotal:




US$ 60.00





Taxes and Service Fees:




US$ 15.15





Priceline Hotel Coupon:


-US$ 0.00




Total Charges*:




US$ 75.15




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 USD5.00 per room per night. Details.









*Prices are in US dollars.


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.


For security reasons, and to indicate that you have
reviewed your request, please initial below. Remember 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 Coverage. I have read, accept and agree to abide by
priceline.com's terms and conditions and privacy policy.

Important Information About Your HotelThis confirms that Request Number [redacted] for your hotel reservation has been cancelled as of 11/21/2014 at 11:31 AM. Priceline has processed the refund to your credit or debit card. You can expect to see it posted to...

your card within 5 business days. A summary of all charges related to this order is shown below. Please note that Name Your Own Price? hotel rooms purchased through priceline are non-cancellable and non-changeable. This is a one-time only refund which has been granted based on the extenuating circumstances relating to your hotel request.
Total Original Cost (including taxes and fees)
$ 292.68
($ 292.68)
$ 0.00
Hotel Cancellation Fee
$ 0.00
$ 0.00
$ 0.00
Total Charges to Credit Card:
$ 0.00
Refunds and charges may appear on your credit card statement in a different order than shown above, and the values may be different. However, the total charges which you will be responsible for on your credit card will be equal to the "Total Charges to Credit Card" amount shown above. Please allow a full billing cycle to pass for all refunds to be processed. If you need any further assistance please send us an email by clicking here. We would be happy to assist you in any way we can.

Hello.  Please see the email below that we have sent to our customer.  Thanks.
Dear Ms. [redacted],
 
Thank you for providing the requested information.
 
We were able to find your reservation in our system at the [redacted] [redacted]...

[redacted]. It is understandable that you are unhappy with the location of your confirmed hotel. 
I have researched to find that your confirmed hotel is within the shaded area of the map that we presented on our site for the [redacted] area of [redacted]. As indicated on the map, the area does not only cover [redacted], but as well as some neighboring towns. When you submitted your request, it indicated to us that you agree to stay at any hotel inside the shaded map. For future reference, you may book through the service that allows you to select a specific hotel if you absolutely need to stay in a certain area. The benefit of booking through Express Deals is you receive deeper discounts; however, you have to be flexible to the possibility of receiving any hotel within the chosen area.
 
I am truly sorry if you felt deceived; however, you had the option to not continue with your request if you did not like the way the area was mapped. When we found a hotel partner willing to accept the rate, we immediately charged your card to secure your reservation. Our records indicate that you saved 408.45 USD or 41.53% off of the hotel's regular rate at the time of booking. Our hotel partner accepted the rate on the condition that your reservation would not be changed or cancelled.
 
I know you expect a different answer; however, there are no other options that I can offer because of the restrictions.
 
Sincerely,
 
Nico T[redacted]
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 non-refundable terms and conditions of the Name Your Own Price purchase.
We apologize for any inconvenience experienced by the consumer and we are sorry that we are unable to assist the consumer with a change or refund.
Sincerely,
N. D[redacted]
priceline.com
This checkout page for trip number [redacted] was submitted on 2015-10-23 19:31:32
Please Review Your Request
3 Star Upscale Hotel, [redacted] Area  
Which hotel will I get?
Check-In Date:
Tuesday, October 27, 2015
Check-Out Date:
Wednesday, October 28, 2015
Region
[redacted]
City Area:
[redacted]
Check-In Time:
Varies by hotel. Guaranteed late night arrival if needed.
Check-Out Time:
Check-out times vary by hotel
Room 1:
[redacted]
Number of Rooms:
1
Guaranteed Amenities:
Indoor or Outdoor Pool, Fitness Center, Free Parking, Free Internet, Business Center, Guest Score 8/10 or Higher
Number of Nights:
1
Offer Price Per Room, Per Night:
US$ 70.00
Travel Insurance:
US$ 5.00
Subtotal:
US$ 70.00
Taxes and Service Fees:
US$ 15.93
Priceline Hotel Coupon:
-US$ 0.00
Total Charges*:
US$ 85.93
Have a coupon code? Apply Apply Coupon Remove Coupon
This coupon is invalid or has expired
 *Prices are in US dollars.
We Recommend Trip Protection
Life is uncertain...plan for the unexpected.Get up to 100% Trip Cancellation and Trip Interruption Protection and much more.View Details >>
100% Trip Cancellation and Trip Interruption Protection reimburses for cancellations due to unforeseen illness of traveler, family members and traveling companions, death in the family, job loss or other specified events.
24/7 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 USD5.00 per room, per night. Terms and Conditions
No, thanks. I prefer to travel without Trip Protection.
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.
Please check the box above to indicate that you have reviewed these rules and your hotel request, and that you agree to abide by priceline's terms and conditions.

According to the consumer, he purchased
a rental car with Priceline at the rate of $143.14....

However,  [redacted] also charged and
collected an additional $156.93. The consumer further states that [redacted] offered
a complimentary upgrade, which he accepted.
Upon review of this matter we have verified
with [redacted]  that a complimentary upgrade was not offered. The
customer agreed to upgrade his vehicle with [redacted]. The $156 charged by [redacted] includes
the upgrade fee and the driver’s Fuel Purchase option.
We are unable to
offer a refund for the rental car upgrade/fuel charges collected by [redacted].  The Bureau/Consumer may contact [redacted], for
any further assistance regarding this matter.
Sincerely,
[redacted]
Priceline.com

Complaint: [redacted]
I am rejecting this response because:I have contacted them([redacted]) through email and confirmed it through phone to cancel the ticket.  It was assured me ticket was being canceled and my refund will be given from Priceline.com b/c I booked it through third party.  Only when I came to back to United States, I came to know that [redacted] did not made the change and collect the money without providing the service. Not only they cheated me, but they also cheated Priceline.com to collect the money.Here is the information you asked for
-   Doctor/Hospital's Name:  [redacted]
- Doctor/Hospital's Phone Number: +[redacted]
- Name of the Patient: [redacted]
- Relationship to the Patient: [redacted]
- Nature of Illness: [redacted]
- Date of Visit/Treatment: Jan 24th onwards
Sincerely,
[redacted]

Complaint: 10757610
I am rejecting this response because:
Date Sent: 8/22/2015 3:03:06 PM  Complaint: [redacted] I am rejecting this response because: while I have been told via email that a refund request has been submitted (and that is great news), it will take up to two weeks to determine whether it goes through.  Until the refund is confirmed the matter remains unresolved.  Sincerely, Carolyn [redacted]
Sincerely,
[redacted]

According to
the consumer, on Sunday June 28, 2015, she requested to cancel the
reservation and...

expected a full refund.
Attached hereto is a copy of the consumer’s contract page
indicating that the consumer selected a reservation with the following cancel
policy:
 

·      Cancel Policy: Priceline will not charge you a change or
cancel fee, however this hotel has the following cancellation policy: For the
room type you've selected, you can cancel your reservation for a full refund up
until noon on Saturday, June 27th (local hotel time). If you decide to cancel
your reservation anytime between noon on Saturday, June 27th and noon on
Sunday, June 28th (local hotel time), the hotel requires payment for the first
night's stay. You will be charged for the first night's stay including taxes
and fees. Any remaining amount will be refunded to you. Refunds or
cancellations are not available after noon local hotel time on your day of
arrival (Sunday, June 28th).
 
We are sorry that we are unable to assist the consumer any
further in this situation.
 
Sincerely,
[redacted]
priceline.com
 
 
This
checkout page for trip number [redacted] was submitted on 2015-06-28 09:42:57
[redacted]
 
[redacted]
Freebies:
Hotel Freebies:
On Sale Now -> Save
15% on this stay — Free breakfast, free internet in room and free parking
Check-In: Sun, Jun 28, 2015Check-Out: Tue, Jun 30, 2015
Room Type: Double Room with Two Double Beds ~ Smoking
- Booked for double
occupancy
Flexible Cancellation
 
Cancellation Policy
Priceline will not charge you a change or cancel fee, however this hotel has
the following cancellation policy: For the room type you've selected, you can
cancel your reservation for a full refund up until noon on Saturday, June 27th
(local hotel time). If you decide to cancel your reservation anytime between
noon on Saturday, June 27th and noon on Sunday, June 28th (local hotel time),
the hotel requires payment for the first night's stay. You will be charged for
the first night's stay including taxes and fees. Any remaining amount will be
refunded to you. Refunds or cancellations are not available after noon local
hotel time on your day of arrival (Sunday, June 28th).




































Summary
of Charges

Room Cost

$89.24

Rooms

1

Nights

2

Room Subtotal

$178.48

Taxes & Fees

$27.34

Total Priceline Charges

$205.82

Safe Fee*

$3.00

Total Cost

$208.82

Prices are in USD
*This safe fee is charged by property at checkout.
Reservation Name (Age 18 or Older)
Enter the name of the person
checking into the hotel. This person must present a valid photo ID and credit
card at check-in.



[redacted]


 
 
 
 
I agree to the Booking Conditions, Terms and Conditions
and Privacy
Policy by booking this room.
Important Information
·      Room Description: 2 Double Beds/Smoking/Free Hi-Spd Wireless/
Radio-Alarm Clock/Tv, Cable/Satellite
·      Rate Description: Websaver - Full pre-payment required upon
booking
·      Hotel Freebies Details:
On Sale Now -> Save 15% on this stay — Book Now and Save
— Promotion Details — Negotiated Specials may be limited
to certain dates and subject to availability.
Free breakfast, free internet in room and free
parking
Promotion Details
Negotiated Specials may be limited to certain dates and subject
to availability.
x close window
·      Cancel Policy: Priceline will not charge you a change or
cancel fee, however this hotel has the following cancellation policy: For the
room type you've selected, you can cancel your reservation for a full refund up
until noon on Saturday, June 27th (local hotel time). If you decide to cancel
your reservation anytime between noon on Saturday, June 27th and noon on
Sunday, June 28th (local hotel time), the hotel requires payment for the first
night's stay. You will be charged for the first night's stay including taxes
and fees. Any remaining amount will be refunded to you. Refunds or
cancellations are not available after noon local hotel time on your day of
arrival (Sunday, June 28th).
·      Mandatory Fee: This hotel charges an additional $1.50 per
room per night. 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.
·      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.
Your PayPal account 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 the
mandatory fee listed above as well as any additional hotel incidental
charges such as parking, phone calls or minibar charges which are not included
in the room rate.

Revdex.com, IncRevDex.com, Inc
The
consumer is
requesting a refund on her past hotel stay because she was given a smoking room
and her fiancée has asthma. When the customer contacted us during their stay,
we spoke with the front desk and were advised that no non-smoking rooms were
available, and no refunds could be offered.
We advise customers on the contract page that 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. We are unable to offer a refund or compensation as requested. Below is a copy of the contract page that the customer
initialed and agreed to prior to submitting their offer.

2½
Star Moderate-Plus Hotel


Which
hotel will I get?




Check-In Date:




Friday, June 20, 2014




Check-Out Date:




Sunday, June 22, 2014




Region




*** **




City Areas:
*** ***
*** ***
*** *** ***






Check-In Time:




Varies by hotel. Guaranteed late
night arrival if needed.




Check-Out Time:




Check-out times vary by hotel




Room 1:




*** ** ***




Number of Rooms:




1





Guaranteed Amenities:




Business Center




Number of Nights:




2











Offer Price Per Room, Per Night:




US$ 46.00





Travel
Insurance:




US$
10.00






Subtotal:




US$ 92.00





Taxes
and Service Fees:




US$ 20.74




Priceline Hotel Coupon:


-US$ 0.00




Total Charges*:




US$ 112.74




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 USD10.00 per room per night. Details.








*Prices are in US dollars.
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.
For security reasons, and to
indicate that you have reviewed your request, please initial below. Remember
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.
*** ***

I have read, accept and agree to
abide by priceline.com's terms
and conditions and privacy policy.




 
We appreciate the opportunity to clarify.

   
   


 

















 



 









  



 




  








 












 


















 


  



 






 



 




Travel
Insurance:




US$
10.00






 



 









 



Priceline Hotel Coupon:


-US$ 0.00




 



 




  oupon


This coupon is invalid or has expired








  
  







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.
 






I have
read, accept and agree to abide by priceline.com's terms
and conditions, privacy policy
and the tr

Please see the response below that we have sent to our customer. Thanks.
 
[redacted]
*
Thank you for taking the time to contact us...

regarding your vacation package for Trip Number [redacted] 
We are writing to let you know that we received your Revdex.com concern in our Executive Offices.
 
Please accept our deepest condolences on your loss. We have contacted American Airlines on your behalf to request a refund. They stated that in order to continue with your refund request, you will need to provide a copy of the death certificate for their review. We apologize; however, without this information, we will be unable to continue with your request. Please fax this information to [redacted]. Include a cover letter which includes your name and itinerary number to ensure that your information is reviewed in a timely manner. Once we receive this information, we will further research your concern. Keep in mind that all refunds are at the discretion of the airline and cannot be guaranteed.
 
Kindly provide this information as soon as possible as most airlines do not allow refunds once the departure date has passed.
 
We offer our deepest sympathy and once again thank you for providing us with the opportunity to assist you at this difficult time.
 
Sincerely,
 
[redacted]
Executive Offices

Our record indicates that the consumer selected a
retail rental car reservation...

with [redacted].  Payment for this
[redacted] reservation is due when the car is returned, and is charged and
collected by [redacted] Car Rental.
We suggest that The Bureau/consumer contact
[redacted] directly concerning any claims relating to this rental car reservation.

Confirmation #:
[redacted]






[redacted] Car Rental:
[redacted]






Pick-Up /Drop Off:




[redacted]
[redacted]
On Airport




Pick-Up Date & Time:




Wednesday, July 23 2014 - 2:00 PM




Drop-Off Date & Time:




Sunday, July 27 2014 - 9:30 AM




Driver:
[redacted]






























 













 


This contract for request
number [redacted] was originally initialed on 2014-07-09 21:41:35



Previous Page





Review Your Rental
Car and Confirm Reservation





[redacted] or similar†


(make/model not guaranteed)


·       
5


·       
3


·       
AUTO


·       
AC


·       
Unlimited
Mileage


·       
Free
Cancellation


Mid-Size Car


Pick Up/Drop Off:


[redacted]
On Airport
[redacted]


Pick Up Date &
Time:


Wednesday, July 23
2014 - 2:00 PM - Hours of
operation


Hours Of Operation for Pick-Up
Location

















Opening time




Closing time




4:00AM




1:30AM




[x] close window


Drop Off Date &
Time:


Sunday, July 27 2014
- 9:30 AM - Hours of
operation


Hours Of Operation for Drop-Off
Location

















Opening time




Closing time




4:00AM




1:30AM




[x] close
window


Rental Company: [redacted]






Add Child Seats and Special Requests (optional)


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


Child Seats

















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




Special Requests


























Left Hand Handicap
Control









Right Hand
Handicap Control









Ski Rack









Navigation System







Add Collision Damage Insurance


Get Collision Damage
Insurance Now! Purchasing at time of booking is almost always less expensive
than waiting to purchase coverage at the counter. See additional
information


·       
$35,000
in Primary Coverage so you won't need to file a claim with your regular
insurance


·       
Includes
cost of repairs for collision or damage to a rental car


·       
Allows
for cancellation with 100% refund up until requested pickup time





Yes,
I'd like to purchase collision damage coverage for $11.00 per day.**For
customers with a New York State billing address the fee will be $9 per day


No
thanks. I prefer to decline coverage.



Summary of Rental Car Charges


An estimate of your rental car reservation is shown
below. Prices may vary
depending on special requests and items purchased at the counter.


(ICAR|0|R|FFDA4 |N
LAST03|LAST03|68.44)


Daily Rate:


$68.44 (4 x $17.11)


Taxes and Fees: (details)


$42.84


Total Amount Due at
Pick-Up:prices are in US
dollars


$111.28


(Additional
payment required for special equipment.)


Collision Damage
Insurance:Amount due now


$44.00 (4
x $11.00)


Taxes and Fees






Here is a breakdown of the estimated taxes, fees, and
surcharges that apply to your reservation when you pick-up your rental car:





























VEHICLE LICENSE
FEE RECOVERY:




$3.64




AIRPORT CONCESSION
FEE RECOVERY:




$7.20




CUSTOMER FACILITY
CHARGE:




$15.00




ENERGY SURCHARGE:




$1.49




TAX




$15.51




Total Taxes, Fees
and Surcharges




$42.84





Note: Prices are in US dollars


[x] close window


Driver information


The driver may need to provide a credit card
at the rental counter. Please review the acceptable forms of payment
for this car rental to determine the specific requirement.


















Driver's Name:




 

[redacted]
**
[redacted]
*


nder 25?





Apply Promo/Discount Codes
(Optional)















Corporate
Discounts or Special Rates


Please enter any special rates or
promotional codes that you would like to apply to this rental car
reservation. Be sure to confirm that these discounts have been applied when
you pick up your rental car.













Discount Number
(CDP)









Promotional
Coupon (PC)









[x] Close







Flight Information
(Optional)


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












What Airline are
you Flying?




Your Flight
Number:









Important Information


Once you've reviewed
your information above, please review the following rules regarding rental
cars issued through priceline.com:


·       
Payment
for this reservation is due when the car is returned and will be charged by
[redacted] Car Rental.


·       
If
you purchase collision damage insurance with this rental car reservation, you
will be charged now for the coverage. This Collision Damage Insurance plan is
an affordable alternative to waivers or insurance offered by many Rental Car
providers at the rental car counter. Our plan coverage provides primary
benefits including collision, theft, vandalism and much more. We have
partnered with United States Fire Insurance Company to offer customers this
valuable coverage at $11 per day ($9 per day for NY residents). Please see
the description of coverage for more details. Cancellations with 100% refund
will be permitted for Collision Damage Insurance until your scheduled pick-up
time.


·       
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.


·       
Only
the driver will be able to pick up this rental car at the counter. An
additional driver can be added at the counter for a fee payable directly to
the rental car company.


·       
Additional
charges may apply for drivers under the age of 25.


·       
[redacted]
Car Rental will charge the driver at the rental counter for optional items you
add to your reservation, including any child seats or special requests such
as pre-paid fuel.


·       
The
driver will be required to present a valid driver's license and a valid
credit card or debit card in his/her name at the counter for the refundable
security deposit. Rental car companies may have different requirements for
customers who will only have a debit card at the time of pick-up. For more
specific information please review partner payment options. Pre-paid cards or
cash will not be accepted for the security deposit.


·       
Your
car will be reserved for unlimited mileage, but some car companies have
additional restrictions regarding mileage. Please refer to [redacted] Car Rental's specific policy.


·       
Please see location specific rental
policy and rules information



[redacted] Car Rental Rental Policy
and Rules

Hello.  Please see the response below that we have sent to our customer.  Thank you.
 
[redacted]
 
size="3" face="Calibri">Thank you for taking the time to contact us regarding your hotel reservation at the One [redacted]l for Trip Number [redacted]
 
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.
 
Our records show that you requested a 4 Star Deluxe-Plus Hotel in the following areas where it was guaranteed that you will receive a hotel with an average guest rating of 7/10 or higher.
 
[redacted]
 
This request was not confirmed. When you submitted another hotel request, it was for a 4 Star Deluxe Hotel and another area was also added, the Upper East Side. Because of this, we did not guarantee that you will receive a hotel with at least 7/10 or higher guest rating. 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.
 
However, despite of the restrictions on this reservation, as a one-time exception, a refund request of $945.24 was submitted to our management team for review. This process can take up to 14 days. Once the refund is approved, we will issue a refund to your bank within one business day. Your bank will then post it to your account. The 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,
 
[redacted]
*

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

Offices. We work really hard to avoid any confusion when customers use our website. During the booking process, the option to select your bed type was presented on your contract page. Our records indicate that the selected bed type is 1 Queen Bed. Any requests for a different bed type would be at the discretion of your confirmed hotel. Please note that we have reached out to the Larkspur Landing Campbell on your behalf and they advised that you would have to check upon arrival to see if rooms with two beds are available. However, it is not guaranteed and upgrade fees might be payable directly to the hotel. We have sent a separate email with a copy of your contract page for your reference.   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. With
Priceline, consumers are clearly instructed to check the status of each request
by visiting the Check Your Request section of the priceline website or
contacting Priceline. Due to possible errors in email address' or technical
problems beyond our control that could delay email, at no time during the
request process do we commit to providing e-mail confirmation notice to
consumers. It is the consumer’s responsibility to check the status of each
request submitted.We are sorry that we are unable to assist the consumer
any further in this situation.
 
Sincerely,
[redacted]
priceline.com

Revdex.com,...

Inc.
 
I am in receipt of the complaint initiated by the above-mentioned consumer and appreciate the opportunity to respond.
 
The consumer is requesting a refund due to a change in plans.
 
Attached hereto is a copy of the consumer’s initialed contract page authorizing the non-refundable terms and conditions of the purchase.
 
Priceline appreciates the opportunity to clarify.
 
Sincerely,
[redacted]
priceline.com
 
Additional Information About the Room You Selected:
Important Information From The Hotel: You must show a valid photo ID and credit card upon check-in. Please note that all special requests cannot be guaranteed and are subject to availability upon check-in. Additional charges may apply. Guests are required to show a photo identification and credit card upon check-in. Please note that all Special Requests are subject to availability and additional charges may apply.
This contract for request number [redacted] was originally initialled on Sun Dec 7 05:38:21 EST 2014
Your Trip Summary
We Recommend Trip ProtectionLife is uncertain...plan for the unexpected.Get the following protection up to the limits listed below and much more for $34.00 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.
$500 Baggage and Personal Effects reimburses for lost personal effects as well as checked baggage throughout your trip.
$50,000 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.
$1,500 Medical Expense Coverage
$10,000 Travel Accident Protection
24/7 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.
[redacted]
Name Your Own Price and Save Cash
We have a one-way flight available that will save you cash. Enter an offer and we will see if an airline accepts your offer.
Total charges, including taxes and fees,are displayed on the following page.
Preview Offer
Flight #1 arrives at [redacted] and Flight #2 departs from [redacted]
Flight #1 - Sunday, February 22, 2015 (Arrives Tuesday, February 24)
[redacted]
[redacted]
[redacted]
[redacted]AircraftBoeing 717 (Jet)Economy/Coach Class
Select Seat
[redacted]
[redacted]
[redacted]
AircraftAirbus A330-200 (Jet)Economy/Coach Class
Select Seat
Flight #2 - Sunday, March 1, 2015
[redacted] (Jet)Economy/Coach Class
Select Seat
Passenger Names and Flight Preferences
Please enter or choose passenger name(s) exactly as they appear on a driver's license or other official photo ID.Passengers under the age of 15 must be accompanied by an adult. Note: Meal and seat preferences are not guaranteed.
Adult Passenger 1:Under 18?
1.      First Name:
[redacted]
 
2.      Middle Name:
[redacted]
3.      Last Name:
[redacted]
 
4.      Suffix:
--
5.     
1.      Frequent Flyer Number:HawaiianMiles
2.      Meal Preference:
- No Preference -
3.      Seat Preference:
Aisle Seat
4.     
Please provide your TSA Secure Flight information now. Learn more.
1.      Date of Birth:[redacted]
2.      Gender:[redacted]
Infants:
Number of unticketed passengers under age 2: 0
We Recommend Trip ProtectionLife is uncertain...plan for the unexpected.Get the following protection up to the limits listed below and much more. Hide 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.
$500 Baggage and Personal Effects reimburses for lost personal effects as well as checked baggage throughout your trip.
$50,000 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.
$1,500 Medical Expense Coverage
$10,000 Travel Accident Protection
24/7 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.
Please select a Trip Protection preference
Yes! I'd like to purchase Trip Protection for $34.00 per person.View terms & conditions
No, thanks. I prefer to decline Trip Protection.
Summary of Charges
Airline Ticket Cost:
$1,684.15 per ticket
Airline Ticket Taxes & Fees:
$127.40 per ticket
Processing Fee:
$7.00 per ticket
Airline Ticket Trip Protection:
$34.00 per ticket
Number of Tickets:
1
Airline Ticket Delivery:
$0.00 (Electronic Ticket)
Airfare Subtotal:
$1,852.55
Total Trip Cost:(All prices are in US dollars)
$1,852.55
Baggage fees are not included in your trip cost.
Important Information
•
Change penalties/restrictions apply. Please read the important fare rules and restrictions.
•
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 will be issued electronic tickets. Remember to bring a valid government-issued photo ID with you to check-in. If 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.
•
On trips to this destination planes may undergo disinsection. Please refer to http://pcln.com/dot for more details.
 
Initial Here:
**
 
I have read, accept and agree to abide by Priceline.com's terms and conditions, privacy policy. and the trip protection Description of Coverage.

RevDex.com, Inc.
Attached hereto is a copy of the complainant’s initialed
contract page authorizing the non-refundable, non-changeable terms conditions
of the purchase.
Thank you for the opportunity to clarify.
Sincerely,
N. D’Angelo
Priceline.com
Dear [redacted]
Thank you for taking the time to contact us regarding your Trip for Request
Number 2[redacted]1.
We understand the wrong airport was selected and that you were not offered a
cancellation. When you missed your scheduled flight and pick up for the rental
car, both the Airline and the Rental Car Company considered you a “no-show”.
This is a standard procedure. If you had purchased your reservations from
another travel company or directly from the airline your reservations would
still be non-refundable.
Thank you for giving us the opportunity to assist you!
Sincerely,
Rosie G.
Customer Relations Specialist
This contract for request number 2[redacted]1 was originally initialled on Wed Feb
12 23:27:01 EST 2014
Your Trip Summary

Airfare Details




Depart:
Sat, February 15, 2014




Return:
Mon, February 17, 2014




Departing Airport:
San Francisco Intl Airport (SFO)
San Francisco, CA




Arrival Airport:
Evers Intl Airport (JAN)
Jackson, MS




Flight Times:
The airlines will choose your flight times. Your trip will start between 6 a.m. and 10
p.m. and you will arrive no later than 12:30 a.m. the next day.




Connections:
Maximum of 1 connection
each way. (layovers will be no longer than 3 hours)




Ticket Delivery:
Electronic Ticket




Passengers:
Lakesha J Horton




Aircraft:
Jet aircraft




Rental Car Details



















Economy
Chevy Spark, Kia Rio or similar

























Location:
Evers Intl Airport (JAN)




Pick-Up:
Sat, February 15 2014




Drop-Off:
Mon, February 17 2014




Total Rental Days: 2 days




Driver:
Lakesha J. Horton




Driver's Age at Pickup: 30









Summary of Charges

Package Subtotal:




$529.21




Govt Taxes,
Airline Fees and Agent Fees:




$70.72




Number of Tickets:




1




Airline Ticket
Delivery:




$0.00 (Electronic
Ticket)




Total Trip Cost:
(All prices are in US dollars)




$599.93




Baggage fees
are not included in your trip cost.



Important
Information






























•




These airline
tickets are non-refundable, non-transferable and non-changeable.
The Rental Car reservation included in your itinerary is non-refundable,
non-transferable and non-changeable even if the reservation is not used.




•




Your tickets will be round-trip,
coach class tickets issued on one of Priceline's
partner airlines. You must fly on the flights assigned to you.
Upgrades and standbys are not available. If you do not take your outbound
flight, the airlines will automatically cancel the remainder of your
reservation. If any part of the ticket is unused it has no value
after ticketed departure time.




•




These special discounted tickets
issued 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.




•




Remember to bring a valid
government-issued photo ID with you to check-in.




•




Only [redacted] will be
able to pick-up the rental car at the counter. [redacted] will be
required to present a valid driver's license and a valid credit card or
debit/check card or debit/check card in their name with a minimum of $200
available credit as a security deposit on the vehicle. If you plan to
use a debit card, you may be required to provide round-trip flight
information at the rental counter.




•




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. Additional insurance can be purchased at the rental counter.
















Initial Here:












LH








I have read,
accept and agree to abide by Priceline.com's terms and
conditions and privacy
policy.