Priceline.com

Complaint: [redacted]
I am rejecting this response because: I purchased trip insurance because the next day we had a court hearing that has been postponed several times with 24hrs of the hearing. So, within 30 minutes of scheduling the room it was postponed again.
That is why we bought trip insurance.
Please issue the refund.
Sincerely,
[redacted]

RevDex.com, Inc.
We have received the consumer’s additional comments.  In this case, of [redacted] clearly selected a Name Your Own Price
reservation. When selecting Name Your Own Price reservations for greater
savings, Priceline clearly discloses prior to purchase that requests for smoking or non-smoking rooms should be requested through
your confirmed hotel and cannot be guaranteed by Priceline.  Consumers requiring non-smoking
accommodations, have the option to select guaranteed non-smoking accommodations
from our Retail service.  In this case,
the consumer reviewed the contract page disclosing that non-smoking room accommodations
cannot be guaranteed by Priceline, and [redacted] clearly
agreed to these terms and conditions. Attached hereto is a copy of [redacted] initialed contract page agreeing to the terms and conditions
of his selected purchase. The consumer also agreed to the following:  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.  We are unable to assist the
consumer any further in this situation.
Sincerely,
[redacted]
priceine.com
This
contract for request number [redacted] was originally initialed on 2014-07-05 19:53:22

Please Review Your Request














































2 Star Moderate Hotel, Juneau Area


Which hotel will I get?




Check-In Date:




Saturday, July 5,
2014




Check-Out Date:




Monday, July 7,
2014




Region




[redacted]
[redacted]
[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




Number of Nights:




2













































Offer Price Per Room, Per Night:




US$ 95.00





Travel
Insurance:




US$
10.00






Subtotal:




US$ 190.00





Taxes and Service Fees:




US$ 33.52





Priceline Hotel Coupon:


-US$ 0.00




Total Charges*:




US$ 223.52




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.







[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.

Dear Ms. [redacted],
Thank you for taking the time to contact us regarding
your reservation at the [redacted] Area for Trip Number
[redacted].
class="MsoPlainText">
We are writing to let you know that we received your
Revdex.com concern in our Executive Offices.
We understand your request for a refund of the difference
in the amount of 4.00 USD per room per night because you advised you found a
lower rate for your itinerary. Please note that there are rules and
restrictions to Priceline's Best Price Guarantee to qualify. We sent you a
separate email with the details to our Best Price Guarantee policy. To review
your issue further, we would like to request for a copy sent either through fax
or email. You may send the information through fax at 866-741-5647 or email at [redacted]
When you send the information through email, kindly send
it in a PDF or JPG file no larger than 2 megabytes.
We hope to hear from you soon.
Sincerely,
[redacted]
Executive Offices

Dear [redacted],

face="Calibri"> 
We are contacting you today regarding your reservation with [redacted] Rent-A-Car 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 canceled your reservation and you would like to get the refund of the Collision Damage Insurance that you purchased.
 
We checked your reservation and verified that the $44.00 Collision Damage Insurance was processed in our system last Wednesday, January 13, 2016. The refund will be processed back to the same card that was used to place the request which is the [redacted] card ending in [redacted]. 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

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.
According to the
consumer, due to a glitch in our system, the wrong passenger name was listed on
the ticket. The consumer is requesting a full refund for the ticket purchase,
including fees charged by [redacted] Airlines.
Desired Settlement:
“This has been an awful experience with this
company and I would like to be fully reimbursed for the cost of both the
tickets and the fee I had to pay to [redacted] because of a glitch in the Priceline
website that caused the wrong name to be placed on the tickets.”
Attached
hereto is a copy of the consumer’s initialed contract page authorizing the
terms and conditions of the purchase, including the passenger name [redacted]  provided by the consumer, and listed on the
contract page for the consumer’s review and authorization.
Clearly, no
system error occurred as alleged, and Priceline does not select or provide the
airline ticket passenger name. We are unable to
assist the consumer any further in this situation.
Sincerely,
[redacted]
priceline.com

Complaint: 9998857
I am rejecting this response because:  I did not read the whole contract that is on the web page when I attempted to make a reservation on PriceLine.  It is definitely not predominant print and its purposely like that so most people won't see it.  As I look over the PriceLine Face Book page I see I'm not the only one who has fallen for the trickery.  I'll agree, it is in the contract.  I just feel it is misleading the way they are doing business.  I did not want a "contract", I wanted a reservation.  "Reservation" is on the page also.  Your customer service people that I've spoken with even call what I made was a "reservation".  A reservation is made when you plan on making a purchase or use a service.  I in no way would have signed up for this type of transaction if I had known it was a contract or a TOTAL commitment to spend my money.  I feel I'm losing my money for the fine print of your misleading advertising.  I will spend the rest of my days knowing I was taken advantage of by PriceLine and I will share this experience every chance I get.  I will regularly pass on this experience on Face Book.  This will cost PriceLine much more than the $192 they stole from me for not being able to use the rental car I made a "reservation" for.  Nothing will be acceptable to me except a full refund for the service I did NOT use.
Sincerely,
Michael Sullivan

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. Our records indicate that our Hotel Team found an alternate hotel
for the consumer and managed to book a room at the [redacted] for check-in on August 7, 2014. However, the consumer
declined the new hotel and opted to cancel for a full refund. We
are sorry that we are unable to further assist.
Sincerely,
[redacted]
priceline.com

Dear [redacted]
 
Thank you for taking the time to contact us regarding
your rental car reservation with [redacted] Corporation under 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 your
request for a refund of this reservation since you were unable to pick up the
car. A refund request has been submitted to our management team for review, and
if approved, the refund for 161.40 USD will be processed to the card you used
to submit your request. This process can take up to
14 days. 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.
 
Thank you for your patience while we review your issue,
and I hope you have a wonderful day.
 
Sincerely,
 
Nico T[redacted]
Executive Offices

Complaint: [redacted]
I am rejecting this response because:
Dear [redacted]/Revdex.com (Manager, Marketplace Operations),
 
Re: Complain ID # [redacted] - Priceline.com LLC
 
I’ve sent a detailed letter with my complain about 1 week ago.  It seems that it was not received in time.  This morning I received an email informing that this complaint has been closed.  I would appreciate if you could re-open it, please.  Below I’m re-writing my rebuttal:
 
Yes, I understood & agreed that the reservation that “cannot be cancelled, changed or transferred and refunds are not allowed”.  However:
 
1.    I could not expect that the room in a 3 ½ stars hotel would be only 225sqft that is very small for any room of other 3 1/2 stars hotel in the area.  Please note that this Hotel even claims in its website "...Spacious accommodations..." under "Resort Overview".  Similar hotels in this area have larger rooms.
2.    The Express Deal selected showed “Bed choice available”, but then on the confirmation page this option was removed.  The Hotel could not work this out:  To have a 2 queen beds I would have to pay over $100 (inc. tax for the 5 nights) for a different room, and this present 225sqft room would not fit 2 queen beds.
 
Maybe Priceline did not know that this 3 1/2 stars hotel offers this kind of sub-standard tiny room, but either way I think that Priceline can and should refund my money, or make the hotel room change it to a larger room that fits 2 queen beds, without an extra charge.
 
God Bless,
[redacted]

Hello. Please see the response below that we sent to our customer. Thanks.
 
[redacted]
*
Thank you for taking the time to contact us regarding your hotel reservation at the [redacted] & Casino under Trip Number [redacted]
 
I...

am writing to let you know that we have received your Revdex.com complaint in our Executive Offices. Due to the nature of your concern, we would like to speak with you directly by phone. 
We attempted to contact you today in an effort to address your concern; however, we were unable to speak with you at the number you provided at the time you booked your reservation.
 
Please contact us directly at: 1[redacted] The Executive Office hours are 9:00 a.m. to 8:00 p.m. Eastern Time, Monday through Sunday. You will need to enter your Trip number, which is [redacted] 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.
 
I look forward to speak with you.
 
Sincerely,
 
[redacted]
Executive Offices

Dear Ms. [redacted],
Roman">
 
Thank you for taking the time to contact us regarding
your reservation with [redacted] Rent a Car for Trip Number [redacted].
 
We are writing to let you know that we received your
Revdex.com concern in our Executive Offices. We understand that you
wanted us to add your [redacted] account number to earn points for this
purchase. We are sorry that we are unable to add your [redacted] air miles
account after purchase. If the reservation is eligible for you receive
points/miles/rewards, a box will be provided for you to enter an
account/membership number. Your ability to receive
(points/miles/rewards) is dependent upon our travel
partners? rules.
Some deeply discounted reservations might not be eligible
for (points/miles/rewards). Since we sell restricted reservations, it is
entirely up to our travel partners? discretion to accept or deny your request.
 
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

Dear [redacted]
 
We are contacting you today regarding your reservation at
the [redacted] for Trip Number [redacted]
class="MsoPlainText"> 
We are writing to let you know that we received your
Revdex.com in our Executive Offices. We apologize that you are
unhappy with your upcoming hotel accommodations. We do evaluate each
participating hotel on many different criteria, including cleanliness, guest
satisfaction, d?cor, etc. We are sorry to hear that this hotel falls short of
your expectations. 
 
We have researched to find that this hotel does meet our
expectations for the star rating selected on our website. Our competitors also
rate this hotel as follows: 
 
[redacted] = 2.5 Stars
[redacted] = 2.5 Stars
[redacted] = 2.5 Stars
 
The reservation you purchased is restricted. However, an
exception was made to cancel the reservation for a full refund.
 
A refund for $177.36 was processed today, April 5, 2016.
We will issue a refund to your bank within one business day. Your bank will
then post it to your account and their processing time varies, so please check
with them if you do not see the refund in your account within a few days.
 
We apologize for the inconvenience and thank you for
giving us the opportunity to assist you.
 
Sincerely,
 
Zadhy S[redacted]
Executive Offices

Complaint: [redacted]
I am rejecting this response because:
I DID NOT authorize the purchase of this flight as I have told Priceline numerous times.  I purchased a flight with [redacted].  Please see attached copy of email I received on 5/15/14 from [redacted] in the Execuitive Offices which is IDENTICAL to this response received today.  All Priceline did was to copy a previous response and not address the issue.
Sincerely,
 
[redacted]

Complaint: [redacted]
I am rejecting this response because:
 
I do not know what Priceline is referring to regarding "the customer's contract page".  I never received  a contract page with my email confirmation or viewed anything on their website regarding a contract with the information they are stating in their last response.
It's obvious at this point that Priceline is not interested in providing any type of customer service whatsoever. Therefore,  I would like Priceline to remove my email address from their marketing database effectively immediately so that I no longer receive their promotional emails as I have no intention of ever doing business with them in the future. 
Thank you Priceline for making me realize what a mistake I made by choosing you instead of Expedia.com.  It will never happen again.
Sincerely,
[redacted]

Dear Mr. [redacted],

size="2">
 
We wanted to take this time to contact you regarding your
unconfirmed airline request 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 unable to get an accepted airline request and you would like to get the
$50 credit for your Priceline [redacted] card.
 
We have reviewed 
your request and verified that your request was not accepted because the
credit or debit card number entered is invalid and we could not process the
request. Your credit card has not been charged.
Please check the card for the correct number and try this
request again.
You may also try using another credit card or debit card.
 
We apologize for the difficulty you have experienced
checking the $50 credit for your Priceline [redacted] card. The Priceline Rewards
[redacted] card is issued by [redacted], which is the U.S. credit card
operations of [redacted]. For security reasons, Priceline does not have
access to your [redacted] account nor control over its [redacted] card policies or
procedures.
 
In the interest of satisfying your concern, we have
forwarded your concern to the [redacted] Executive Office. They will review your
concern and reply with a resolution within 2 business days.
 
If you have any other Priceline Rewards [redacted] card
concerns, please contact [redacted] directly. There are three ways to contact
priceline rewards [redacted].
 
1. Email - Visit the [redacted] website and
select the Customer Service link. You will receive a response within 24 hours.
 
2. Phone - You can speak with a priceline rewards [redacted]
consultant 24 hours a day, 7 days a week at ###-###-####.
 
3. Mail - Please send written correspondence to: [redacted]
 
You can also learn more about [redacted] by visiting
[redacted]
 
We apologize for the inconvenience and thank you for
giving us the opportunity to assist you.
 
Sincerely,
 
[redacted]
Executive Offices

Complaint: [redacted]
I am rejecting this response because: they make their own role to get my money . now they wrote me when I called to cancel my ticket there was fee I didn't pay , no one told me anything about fee.
they are trying to take advantage to get my money I don't know with  how many more people they did it.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Date Sent: 6/16/2015 12:00:40 PM  Complaint: [redacted] I am rejecting this response because:
I have attached the previous addition from your website containing what a "VALID PASSPORT" is and your recently updated version of what a "VALID PASSPORT" is, if you notice the time stamp at the bottom of the page on scan 10  was a month ago and it contained no information which could have helped prevent this issue however your recent update does contain pertinent information that would have prevented this. I find it interesting this sudden change to your website after I brought this issue to your attention. Coincidence? I think not, from my perspective it appears you recognized the error and then made the necessary changes to put your business in the right. Its a good thing I printed the previous version before you changed it isn't it? I also have included the [redacted] for you to take a look at so you can see what a proper warning should look like, maybe you could change your website AGAIN to look like that and that way you could avoid any confusion whatsoever. Important reminders at the bottom of the page give clear and necessary information to prevent the issue I experienced with you company which cost me 1,200 and then I had to repurchase new tickets at 1303 a piece. Ultimately your lack of important information cost me 3806.00 and a cousin of mine [redacted] had to pay an additional 1303 costing our trip a grand total of 5109.00 additional due to your error. I can promise you if this issue is not resolved here future requests will not include a request of 1,200. Sincerely, [redacted]

size="2">RevDex.com, Inc.
Our
record indicates that this matter has been addressed with the consumer, and a
refund in the amount of 132.88 USD
was issued.
Sincerely,
[redacted]
Priceine.com

Dear [redacted],
Roman">
 
We are contacting you today regarding your reservation at
the [redacted] Bath for Trip Number [redacted].
 
We are writing to let you know that we received your RevDex.com concern in our Executive Offices. We understand your concern
regarding the quality of your confirmed hotel. We apologize that you were
unhappy with your hotel accommodations. We evaluate each participating hotel on
many different criteria, including cleanliness, guest satisfaction, d?cor, etc.
We have researched to find that this hotel does meet our expectations for the
star rating selected on our website. Our competitors also rate this hotel as
follows:
 
[redacted].com = 2 Stars
[redacted].com = 2 Stars
[redacted].com = 2 Stars
 
Also, we provide hotel chain examples for illustration of
what you may expect when choosing a star level. We do indicate that the brands
shown are only examples and may not be a part of our program. Every hotel is different
and not all hotels within a certain chain have the same star level rating.
 
Per our Quality Experience Guarantee, your hotel has been
star-rated by priceline according to our rigorous rating system. This means
that our hotel staff has researched your hotel, reviewed customer comments and
compared star ratings assigned by other rating services. The hotel you get will
meet priceline's strict quality standards. We do feel that this hotel is
properly rated through our system and we are not willing to offer compensation.
 
We apologize for the inconvenience and 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 may
contact our Chargeback Management Team at the following contact for any further
assistance/clarification:
Phone Number: [redacted]
Email Address: [redacted]
We
are sorry that we are unable to assist the consumer any further in this
situation.
 
Sincerely,
[redacted]
priceline.com