Priceline.com

Complaint: [redacted]
I am rejecting this response because:
when we spoke with the Priceline representative, we were told that the Priceline would issue a refund for the first night if the hotel agreed to issue a refund.  We spoke with [redacted], and they said under the circumstances of the flight cancelation due to weather, they would issue a refund no problem.  [redacted] would not have been a no-show if it weren't for the action the airline with the weather situation.  There should be an exception made in situations like that, the hotel representative was fully agreeable, in addition to holding the reservation.  Also, secondarily, the entire hotel that weekend was scarcely occupied, and that they lost revenue by not canceling the reservation for [redacted] despite the increased requests is completely false on the part of Priceline Executive Office, making generalities without confirming the truth.  The Priceline contract only states a policy regarding the no-show for the first night of reservation, doesn't address the specific concern we are raising.  We still feel that we are fully entitled to a refund of the first night.
Sincerely,
[redacted]

Dear Ms. [redacted],
Thank you for taking the time to contact us regarding
your hotel reservation at the [redacted] for Trip Number [redacted]51.
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 hotel
reservation.
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.
Our records show that the rate you purchased is
non-changeable, non-cancelable and non-refundable. 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, as a one-time exception, we can cancel this
reservation minus a
1 night cancellation fee. Should you wish to cancel this
reservation for a fee, you may respond to this email or please contact us
directly at:
###-###-#### before April 1, 2016. Cancellation or
refund may not be available after this date. 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]51, 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.
Our phone service agents look forward to assisting you
and resolving your issue.
Sincerely,
Jenn H[redacted]
Executive Offices

Complaint: [redacted]
I am rejecting this response because:BEFORE I MADE THE RESERVATION, I CALLED THE HOTEL DIRECTLY AND SPOKE WITH A WORKER WHO SAID THAT HIS NAME WAS CHARLIE. I THEN ASKED HIM DID THIS HOTEL HAVE ANY EXTRA FEES OR CHARGES THAT I NEED TO KNOW ABOUT AND HE TOLD ME NO. HE THEN ASKED ME HOW WAS I PAYING AND I TOLD HIM THAT I WAS PAYING BY CREDIT CARD. AND HE STATED AGAIN THAT AS LONG AS I WAS PAYING BY CREDIT CARD THAT THERE WOULD BE NO EXTRA FEES FOR ME TO PAY. SO WITH THAT BEING SAID, I WENT AHEAD AND RESERVED THE ROOM. MY BROTHER GETS TO THE HOTEL AND THAT IS WHEN HE IS TOLD THAT THERE IS A $100.00 INCIDENTAL AND DAMAGE FEE. I ASKED HIM TO GET THE PERSON NAME THAT HE WAS SPEAKING WITH AND SHE TOLD HIM THAT HER NAME WAS TIANA B[redacted], AND THAT SHE WAS THE GENERAL MANAGER. I THEN RE-TELEPHONED THE NUMBER THAT WAS ON THE SITE FOR THE HOTEL AND WAS TOLD BY ANOTHER WORKER THAT THE PERSON NAMED CHARLIE WASN'T THERE. I THEN TOLD MY BROTHER TO TELL THE GENERAL MANAGER WHAT WAS TOLD TO ME AND SHE STATED THAT THEY DO NOT HAVE ANYBODY WORKING THERE BY THE NAME OF CHARLIE.  EITHER THEY ARE LYING OR THEY DON'T KNOW ALL THE NAMES OF THE PEOPLE EMPLOYED THERE.   I THEN REPEATED THE NUMBER THAT I CALLED AND ASKED MY BROTHER TO ASK THE GENERAL MANAGER, MS B[redacted], WAS THIS THE CORRECT NUMBER AND SHE SAID YES. 
SO SOMETHING IS WRONG AND I NEED SOMEONE TO BE HELD ACCOUNTABLE FOR FALSE AND MISLEADING INFORMATION. AS I WAS FORCED TO TRY AND GET ANOTHER ROOM FOR MY BROTHER 
Sincerely,
[redacted]

Dear [redacted]
 
Thank you for taking the time to contact us 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 concern in our Executive Offices. We understand that you
are asking to cancel the reservation for a full refund or we cover the fee
which the hotel will charge for the extra guests that will use the room.
We have reached out to our hotel partner and they are
allowing an exception to the no-cancel policy. They will allow a cancelation
for a full refund up until 3 days prior to your scheduled check-in. Should you
want to proceed with the cancelation, kindly reply back to this email as soon
as possible with our consent to cancel. Please be reminded that your
reservation was booked for check-in on Wednesday, August 17, 2016.
 
We apologize for the inconvenience and hope to hear from
you soon.
 
Sincerely,
 
Berna A[redacted]
Executive Offices

Revdex.com, Inc.
Our record indicates that we have contacted
the consumer in efforts to address this matter and a 20% goodwill refund has
been issued for this purchase.
Sincerely,
[redacted]
Priceine.com

Complaint: 1[redacted]I am rejecting this response because:
Per Priceline's Terms and Conditions it states under Express Deals #4a:
4. Express Deals? Hotel Service
a. Mandatory Fees: For hotels that charge mandatory fees, you will be told both a) the Total Priceline Charges to your method of payment and b) the total cost, which includes the Total Priceline Charges and the Hotel Mandatory Fee which the hotel will charge at check out. Your Total Charges and the Room Rate may include compensation to priceline.com for our facilitation services.
Priceline did not meet its terms and conditions by electing not to disclose the mandatory parking fee. I have purchased many hotels from Priceline and it does not always state in the amenity listing "free parking", but yet the hotel offers free parking. 
Priceline has no problem disclosing the $15 parking fee when a customer searches and/or purchases the hotel through Priceline's regular hotel availability search (Priceline's website clearly discloses that a $15 parking fee will apply when the hotel is searched by name).
My claim is that if the mandatory parking fee is disclosed on Priceline's regular hotel search, then it should also be disclosed as a mandatory fee when purchasing the hotel through an Express Deal per the terms and conditions. Failure to do so is deceptive to the customer. The true "total cost" to the customer is not what the customer is actually paying because the mandatory fees have not been disclosed.  
Sincerely,[redacted]

We are sorry that the consumer is not...

satisfied
with the location of his/her Express Deals hotel room accommodations at The [redacted] –
[redacted].
Priceline clearly discloses that we will find a
room in the shaded area displayed on the priceline.com website for the
consumer's selected area(s). The [redacted] – [redacted] Hotel is located in the shaded area of the mapping guidelines for the
area labeled [redacted] Area.
Consumers who prefer to stay in a particular
location or particular property have the option to visit our Published Price
service, and choose his/her preferred hotel and location from a list of
competitive prices across a wide range of hotels.
We are sorry that we cannot change, cancel or refund the purchase. Our ability
to cancel, change or refund the reservation is governed by contractual
agreements with our travel partners, which state that the reservation selected
by the consumer is non-changeable and non-refundable.
We appreciate the opportunity to clarify.
Sincerely,
[redacted]
priceline.com

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. Please note that the consumer selected
the [redacted] from
a list of hotels. When selecting a retail property, the consumer views information
provided by the property. The consumer contacted priceline advising that the
property was 10 minutes away from the beach and boardwalk, and not one block
away as disclosed by the property. The
customer was offered the option to cancel with a full refund and the consumer
chose to decline this option. As a goodwill gesture, priceline offered to
refund the consumer for gas and parking expenses upon providing receipts.
Please note that the consumer
stayed at the property as booked for a one night stay.
The consumer declined the
option to cancel the reservation for a full refund.
As a goodwill gesture, priceline
offered to refund gas and parking expenses upon providing receipts.
We are unable to assist the
consumer any further in this situation.
The consumer/Bureau may contact
the [redacted] at ###-###-#### for any further assistance concerning this matter.
Sincerely,
[redacted]
priceline.com

I used Priceline like many other people; to find a good deal for travelling. On their main website, they also have the Best Price Guarantee, so why wouldn't I trust them?!
I booked a car rental through Priceline through the Express deal. Then about 2 weeks later, found a cheaper rate for the same date/time/size.
I called them to request price match, but was rejected because it wasn't the same car rental company.
I told them I didn't even know the car company because it's assigned to me after I purchased the deal. But was informed that car company must be the same.
I've been explained and now I've actually read the fine print, so I get it.
But really? How is that a price match?
If I go to [redacted] and ask for a price match of the exact same item being sold at lower price at Walmart, that's a price match.
It's for the exact same time, date, same size car, at the same airport.
There are like 20 car rental companies at the airport!
That's why we use Priceline in the first place? To find the cheapest rental?
There's no way that the guarantee is upheld.
If I wanted [redacted] car, then I would have gone to [redacted] in the first place.
The worst part is customer service.
I spoke with a senior person and was told to call [redacted] directly to ask to cancel. I did so, then I called back Priceline.
But Priceline rep told me that it was wrong of the previous rep to do so because the reservation cannnot be modified/cancelled for any reason.
(So I asked why did you make me to call again?)
So I paid a little more for car rental. It's not that big of a deal.
But they should not make false or at best mis-leading promises.
Their price match guarantee is absolutely unrealistic for car rentals.

Dear [redacted]We are writing you today regarding your airline
reservation under Trip Number [redacted]Per our previous conversation,
we would like to confirm if the authorization or duplicate charge, as well as
the overdraft fees are still reflecting on your account. If so,...

please call us
at ###-###-#### so we can contact your bank for further assistance. 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] 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 look forward to hear from
you.Sincerely,Nico T[redacted]Executive Offices

Revdex.com, Inc.
We are in receipt of the complaint initiated by the above-mentioned consumer and appreciate the opportunity to respond.
We appreciate the opportunity to clarify.
Sincerely,
[redacted]

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. We have retained all documents/telephone
calls related to the consumer’s Express Deal’s hotel room booking for future reference.
We are sorry that we are unable to assist the consumer any further in this
situation. Attached hereto is a copy of the consumer’s initialed contract page
authorizing the terms and conditions of the purchase.
Sincerely,
[redacted]
priceline.com




Dear [redacted],
We apologize for any inconvenience caused regarding your reservation at the [redacted] Casino Hotel.
You purchased a non-refundable reservation, and we did verify that your hotel
is in the designated area that was presented to you prior to your purchase.
This reservation is non-cancellable and non-refundable.
We also sent a separate email that contains a copy of your contract page.
This page displays the area(s) and terms and conditions that you reviewed
prior to purchasing your reservation.
Moreover, the area presented for Express deal reservations are not the same
as those offered for our retail rates.
When requesting a reservation using the Express Deals option where the hotel
name is not revealed prior to purchase, we provide you with the area map that
break major cities into more manageable area. This map will clearly outline
the boundaries of the area in which the reservation will be booked. Your
confirmed hotel is guaranteed to be within the area boundaries shown prior to
purchase. Also, the map you review during the request process will display
that the area includes additional cities and/or states.
Remember - your hotel can be located anywhere within the shaded area shown in
the map during the request process and once hotel rooms are purchased they
cannot be changed or cancelled - by us or by the hotel that accepts your
offer. Since there are no other options I can offer that would result in a
different outcome for your issue, I’d like to thank you for emailing us
today.
Sincerely,
 

[redacted]
Customer Service Specialist





  [redacted]
[redacted]
Note that in order to view the page referenced by the link above, you may need
to have Adobe Reader installed. If you are unable to view the above page, you
can download Adobe Reader from http://get.adobe.com/reader/
.
Sincerely,
priceline.com Customer Service Team

Complaint: [redacted]
I am rejecting this response because: 
I have been a long term customer with priceline as they are the first website I use to purchase tickets.  I have never had so many issues using priceline and expected to be taken care of. It is so easy to blame the customer and close the subject but that should never happen.
 
I was searching for 12 tickets 7 from [redacted] and 5 from [redacted] all to [redacted] July 2 to the 7th. After searching 2 weeks on may 2nd I found the 7 tickets at a good price from July 2 to the 7th. Through [redacted] tickets took longer I tried purchasing the tickets for July 2 to the 7th after I purchased them I realized they had a June date and called to find out why and they were refunded.
Never thought about the [redacted] tickets being in trouble. As I searched through may I tried purchasing tickets but the website would only allow 1 ticket to be purchased. So I had to restart the search and the price would change. I was on the website everyday for a month searching.
I expect that a large corporation would treat the customers they have with a commitment quality service 
The right thing to do is credit the damage caused by the website failures 
Thank you
[redacted] 
 
Sincerely,
Ina Wilson

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. As requested and authorized by the consumer priceline confirmed
hotel accommodations in the [redacted] [redacted] area. We are sorry that the consumer’s selected
purchase is non-refundable and we are unable to assist the consumer any further
in this situation.
Sincerely,
[redacted]
priceline.com

Dear [redacted],
 
Thank you for taking the time to contact us regarding
your reservation with Avis Rent a Car 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 that you were requesting to cancel your
reservation and get a refund. We reviewed your booking and verified that you
selected a restricted rate. When you submitted your request, we immediately
locked in our rate to secure your reservation. We apologize; however, your
reservation is restricted. It cannot be changed, cancelled or refunded.
 
We are sorry we did not provide you the answer that you
are looking for and we thank you for your time.
 
Sincerely,
 
Frich A[redacted]
Executive Offices

Complaint: [redacted]
I am rejecting this response because:
The following two statements which I have put in quotes are the reason that this charge to my credit was made through deceptive means. The statements are taken directly from the form that was provided by Priceline's response to my complaint. I did not place a bid and was never offered an opportunity to place a bid. One of the Priceline employees who I spoke with admitted that the site does not function properly on cellular devices and they have had other problems. This is Priceline's intentional or unintentional system error.  I did not bid, therefore, how could Priceline accept or reject an offer I never had an opportunity to place. I NEVER had an opportunity to place a bid and there disclaimer/signature/contract page says twice that I would still have an opportunity to place a bid and was charged for something I had no intention of purchasing. 
Here are the two statements taken directly from their response that led me to believe I would still have an opportunity to bid
"If Priceline accepts my price" and "if your offer is not accepted"
I would hate to think that a multi-million dollar company became that way by shady practices where they state there is a name your price option that doesn't exist and instead charge a person twice the amount of what the motel would have cost if I had reserved directly through the motel. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] 
I did look at [redacted]'s policy and in nowhere do they say that there was some kind of payment required to GUARANTEE a car and they gave me no opportunity. 
Priceline has taken no responsibility as the agent in the transaction. 
 
If they don't want to be responsible; then they should not make reservations for a company that does not back things up.

Revdex.com, Inc.
 
I  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 chose to make a Name Your
Own Price purchase.
 
·       
The terms and conditions of the selected
purchase were clearly disclosed to the consumer prior to purchase.
 
·       
As noted on the attached initialed contract
page, the consumer agreed to the terms and conditions of the selected request.
Priceline tells consumer 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.
Priceline does not guarantee accepted confirmations
for Name Your Own Price®
requests.
 
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.
 
I am 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 2015-05-22 17:42:28












 


·       
7
·       
4

·       
AUTO
·       
AC
Unlimited Mileage
Full-Size SUV with Unlimited Mileage


Pick-up: [redacted]
Drop-off: [redacted]
Pick-up Date & Time: Tuesday, June 30, 2015, 10:30 AM
Drop-off Date & Time: Tuesday, July 07, 2015, 05:00 PM
Rental Car Company:
Total Charges
8 Days at: $37 /day


Total:$438.28
Summary of Charges
Your Price Per Day:
$37 (per day)
Total Rental Days:
8
Subtotal:
$296
Taxes and Fees: (details)
$142.28
Total Charges:
$438.28
Best Price Guaranteed
Prices are in US dollars.

Name Your Own Price® is Available for US & Canadian billing addresses only

Driver Information
First
**
[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.




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

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 --



Don't Forget
Collision Damage Coverage!
Collision Damage Coverage 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
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.

#BFBFBF 1.0pt;
border-right:solid #BFBFBF 1.0pt;padding:0in 5.4pt 0in 5.4pt">
Customer requested to cancel this booking because
he thought it did not go through and states he booked another reservation with [redacted].


The hotel confirmed that the customer booked
one reservation with Priceline, which is non-refundable, and the other reservation
was booked with [redacted], which is
refundable.
 


?The consumer was advised as follows:

1)     
Provide us with any confirmation/information,
which led him to believe the reservation was not accepted.

2)      Consider canceling the booking with
[redacted], which is cancelable.

3)      If the consumer chooses to
cancel the Priceline reservation; 50% of the purchase can be refunded.

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
was offered the courtesy option
to cancel the non-refundable purchase for a fee of $200 with the option  to receive a refund of the cancel fee once a
new ticket is purchased on our website prior to the scheduled departure,
which is on Thursday, May 29, 2014; 1:50 PM. We
are sorry that we are unable to assist the consumer any further in this
situation.


Sincerely,


N.
D’Angelo


priceline.com