Priceline.com

Dear Mr. [redacted]
 
We are writing you today regarding your reservation with
United Airlines for Trip Number [redacted]
class="MsoPlainText"> 
We are writing to let you know that we received your
Revdex.com concern in our Executive Offices.
 
I understand that you are requesting to cancel your
reservation because of the flight times that was provided. I also understand
that you have issues with the travel insurance that was purchased.
 
I reviewed your record in our system and it shows that
you purchased a Name Your Own Price reservation. During the booking process, we
have disclosed the information that your trip will start anytime between 6 a.m.
and 10 p.m., and that you will arrive no later than 12:30 a.m. the next day.
The itinerary that was provided is within the set guidelines.
 
As for your travel insurance, I reviewed your contract
page and it shows that we disclosed the information "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".
 
I apologize, however, your reservation is restricted. It
remains non-changeable, non-cancellable and non-refundable.
 
I know you expect a different answer; however, there are
no other options that I can offer because of the restrictions.
 
Sincerely,
 
Christine J[redacted]
Executive Offices

Complaint: [redacted]
I am rejecting this response because:
To Whom it may concern,
We are not satisfied with your response and/or the customer service we received.  The booking was not the right one for the correct airport ([redacted]) it was for [redacted], which is no where near the airport.
The bottom line is it was the wrong airport and no way for him to get from [redacted] to [redacted].  Your website was very misleading as, [redacted] did select [redacted] location.  The reservation he got was for [redacted] ([redacted]), which again was the wrong Airport.  
All we wanted was it to be modified so he could actually pickup the vehicle.  Customer service refused.  So we were forced to make other reservations.
You would think customer service matter, regardless of what the fine print said, that this could not be changed or cancelled.  
We called you in a timely manner after realizing this was the wrong location and it was two (2) days before the desired pickup date, so Priceline could have changed it.
We are a business and will NEVER use your service again.  
We have a business location at all airports here in [redacted] and travel frequently and not only will we never use your service we will advise others of your customer service and misleading website.
IF you do not issue the refund, we will dispute it with our Business Credit Card.  We already contacted them the day you folks refused to modify the reservation.  
And per our Business Credit Card Company, we have the right to refuse and dispute this, as we did not get what we purchased, which was a rental at [redacted] Airport not [redacted] and/or [redacted] ans they are not the same location and your website is and was misleading.  
In addition I have already made a complaint with the  Revdex.com and will inform them of your lame response so they can add that to the unresolved complaint that others can read about it.
[redacted], on Behalf of [redacted], VP/Director
[redacted], Inc.
[redacted]: ([redacted]: [redacted]

Complaint: [redacted]
I am rejecting this response because:Again,  I selected area 3 "downtown [redacted], City Center" and never saw a map. Obviously your website was deceptive because I would not have knowingly booked a hotel in a State I wasn't going to be in, I couldn't use the hotel and asked for a credit toward a hotel in the right area. I had to book a separate hotel. Somehow the [redacted] area got added but it was not because I requested it and I would not have placed the bid if I knew I might get a hotel in the WRONG STATE. Priceline makes what 10%? so for about $15 you are sacrificing not only my future business but that of my business, family, friends and anyone else who will listen? Doesn't seem like a very good business model. Your website added an area I did not and would not have requested, without my knowledge and automatically booked a room in a different state.  
Sincerely,
[redacted]

RevDex.com, Inc.
The consumer selected Priceline’s Name Your Own Price service and
selected the following city areas:

City Areas:




[redacted]
[redacted]
[redacted]



The consumer received confirmation for a property located in the
area labeled [redacted]

Booking Type:




Name
Your Own Price




Hotel:




[redacted]
[redacted]
[redacted]




Zone/Hotel Location:




[redacted]



Consumers who prefer to stay in a particular location or
particular property have the option to visit our Retail service, and choose
his/her preferred hotel and location from a list of competitive prices across a
wide range of hotels.
Attached hereto is a copy of the consumer’s initialed contract page authorizing
the non-changeable and non-refundable terms and conditions of the purchase.
We hope you find this information helpful and appreciate the
opportunity to clarify the matter.
Sincerely,
[redacted]
priceline.com
This
contract for request number [redacted] was originally initialed on 2014-07-09 19:35:47

Please Review Your
Request














































2 Star Moderate Hotel


Which hotel will I get?




Check-In Date:




Sunday, August 17,
2014




Check-Out Date:




Monday, August 18,
2014




Region




[redacted]




City Areas:




[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:




1













































Offer Price Per Room, Per Night:




US$ 50.00





Travel
Insurance:




US$
5.00






Subtotal:




US$ 50.00





Taxes and Service Fees:




US$ 15.32





Priceline Hotel Coupon:


-US$ 0.00




Total Charges*:




US$ 65.32




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.







Initial Here:




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 [redacted]
 
Thank you for taking the time to contact us regarding
your reservation at the [redacted] Hotel and [redacted] for Trip
Number...

[redacted]
 
We are writing to let you know that we have received your
Revdex.com concerns in our Executive Offices. We understand you do not feel your hotel
is rated properly.
 
We reviewed your reservation and verified that the hotel
has an average guest rating of 8/10 which is based on actual reviews from
customers who have booked on our site and stayed at the hotel. We assess each
property on many different criteria, including cleanliness, guest satisfaction,
decor, etc. 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. We
sent a separate email that contains a coupon to be used on a future
priceline.com Hotel Express Deal. The coupon will provide a discount of 5% on
your next reservation.
 
We are sorry we did not provide you the answers you were
looking for and we thank you for your time. 
 
Sincerely,
 
Teddi C[redacted]
Executive Offices

I won a bid for a 4 star hotel in Priceline. As soon as they gave me the name I checked and found out it was a 3 star only. I called right away and let them know, they told me to call when I get there if I find out it was not a four star. That's what I did... I called and they told me that was the rating of the hotel, that if I find out a different rating they would do something for me. I talked to the hotel front desk and they showed me their rating, a 3.25 stars. They said they are having a lot of trouble because of priceline star rating. I called back again Priceline and they told how sorry they were but they could do NOTHING for me. They are selling a false product and misleading the customers. I'm not going to stop here with this situation. Don't use priceline if you want to have a nice vacation. They lie and only want your money. I never had that problem with [redacted]!

From: [redacted] Sent: Wednesday, June 15, 2016 2:38 PMTo: Revdex.com...

<[email protected]>Subject: Re: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint #[redacted]   Hi I'm writing in reference to my complaint I did get through to someone on priceline still dis satisfied but I did confirm my hotel reservations this time.. You can remove the compliant I will just settle with it being resolved

Dear [redacted],

size="2"> 
Thank you for contacting us regarding your reservation at the [redacted] Resort By The [redacted] Group booked under Trip Number [redacted].
 
We are writing to let you know that we have received your email in our Executive Offices. We understand you are unhappy with the location and quality of your past hotel stay.
 
We reviewed your reservation details and confirmed the hotel you received is within the area selected when booking the reservation. We also contacted the property and were advised no concerns were brought to their attention during your stay. We are sorry if you were unhappy with the past hotel you received; however, your reservation is non-changeable, non-refundable and non-transferable.
 
We are sorry we did not provide you the answers you were looking for and we thank you for your time. 
 
Sincerely,
 
Teddi C[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. Name Your Own Price hotel accommodations
are restrictive and we are truly
sorry that we are unable to assist the consumer any
further in this situation.  Priceline clearly discloses prior to purchase
that Name Your Own Price reservation will accommodate up to 2
people. Requests for bed types (King, Queen, 2 Doubles, etc.) or other special requests (including preferences for smoking or non-smoking rooms)
should be requested through your confirmed hotel and cannot be guaranteed by
Priceline. We are sorry that we are unable to
assist the consumer any further in this situation.
Sincerely,
N. D’Angelo
priceline.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11703796, and find that this resolution is satisfactory to me.
Thank you.
Sincerely,
[redacted]

While purchasing air fare from California to Europe through the Priceline, I requested economy premium tickets. It was $500 more,than regular economy, so I purchased this fare. Later, than trying to reserve the seats, I found that economy plus was sold to me only for one leg of the trip, from San Francisco to Los Angeles, about 1 hour flight. Than I called them to confront Priceline, that it was deceptive to not to mention, that $500 more was only for this short flight, they said that on pade 100... something of contract it was mentioned. Thank you Priceline

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Luis Fernandez

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. Prior to purchase, the consumer
agreed to the terms and conditions listed on his initialed contract page, including
the following Mandatory Fee charged and collected by the property.
Important
Information
·  
Mandatory
Fee: This hotel charges an additional $28
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.
We are unable to refund any
part of the mandatory fee charged and collected by the property.
Sincerely,
[redacted]
priceline.com

Complaint: [redacted]
I am rejecting this response because:
I believe an honest mistake should be forgiven, Im very dissapointed  we dont have extra money to waste and Im hoping that your business will count that to issue me a refund and we will continue to become a priceline customer!
Sincerely,
[redacted]

Revdex.com, Inc.
RE:  [redacted] Account #: [redacted]
Priceline.com does not have access to [redacted] purchases. We suggest that the consumer/Bureau contact [redacted] directly
for any assistance relating to this [redacted] purchase, referencing the [redacted] Account
Number: [redacted]
The Bureau may contact [redacted], Operations Director at: [redacted].
Website: [redacted]
Website: [redacted]
E – [redacted]
T - [redacted]
M - [redacted]
F – [redacted]
Sincerely,
**  [redacted]
Priceline.com

Complaint: [redacted]
I am rejecting this response because:   I did not initial or accept that bid.  When the bid appeared on the screen my daughter said that it was no better than the one that she already had.  So I closed out of the site.  I would have taken the bid if I had accepted it,because my daughter was going to rent a car regardless and she could have cancelled the reservation that she had already made.  And if I had gotten a confirmation I would have cancelled the other but it makes sense that it did not happen because I did not accept it.

Dear [redacted],Thank you for your email.We understand that you wish to receive your refund immediately. We truly wish that we can process your refund right away; however, the partner has 10 business days from your drop off date to respond with a resolution. If you do not receive an email...

from us with a resolution after this time, please call us and we will research this further. Thank you for emailing. I appreciate your patience while we continue to work to resolve your issue.Sincerely,Jennelyn (Skye) C.Customer Relations Specialist

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 selected reservation
states the following:
 Hotel Cancellation
Policy: For the room type and
rate that you've selected, you are not allowed to change or cancel your
reservation. If you cancel your room, you will still be charged for the full
reservation amount.
We are unable to issue a refund or assist the consumer any
further in this situation.
Sincerely,
[redacted]
priceline.com

Complaint: [redacted]
I am rejecting this response because:
I would like to bring following points in response.
1) I did not see any text during purchase process that the reservation will be cancelled in case of any dispute. Priceline would have left the reservation as it is and I would have utilized the room reservation. 
2) I have seen several responses from priceline that the purchase is non refundable but not seen acknowledging the fact that ultimately the cancellation is the root cause of the problem which was done without informing the customer. After cancellation also customer was not informed about it and I realized it while trying to check in at the hotel. How this kind of service be called as?
3) If the contractual obligations between priceline and [redacted] are not customer friendly, then in my case customer is paying the price for zero service recieved. Why should I pay that price?
If it is done by the system or by a person, I see the Priceline's practice to cancel the reservation in case of any dispute as a way to "punish" the customers who raises the dispute even in genuine cases. 
II have been loyal and happy customer until above purchase. Unfortunately this issue badly impacted my loyalty towards priceline that I would not buying anything from your company until this gets resolved.
-[redacted]
Sincerely,
[redacted]

I
have received the consumer’s additional comments.  As you requested, I have again reviewed this
matter to see if we overlooked anything that might support a more favorable
conclusion. Unfortunately, there is nothing we can add to what has already been
stated in our previous correspondence. Prior to
submitting the request, we provided the Contract Page for review. The page
allows our customer to check details of the request and has a map disclosing
the shaded area where the rental car company can is located. Attached hereto is
a copy of the consumer’s initialed contract page authorizing the terms and conditions
of the purchase, including the pick-up and drop off location.
 [redacted]
 
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 2015-06-23 00:04:20









 
[redacted]
*        *
*        *
*        [redacted]
*        **
[redacted]
[redacted]
*
[redacted]
**
[redacted]
 
Driver's age at pickup
25 and over













Security Deposit:

Debit
cards are not currently accepted for Express Deals security deposits.

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.


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.




Important
Information
·       
Rental cars are
non-refundable, non-transferable and non-changeable even if the reservation
is not used.
·       
If your
request is successful, Priceline will immediately lock in your reservation
and charge your form of payment. If your reservation is not successfully
booked, 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
reservation 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.
·       
Prices
are not guaranteed until booking is completed.
·       
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.