Priceline.com

Dear [redacted],
Thank you for taking the time to contact us regarding
your airline reservation for Trip Number [redacted].
We are writing to let you know that we have received your
Revdex.com concern in our Executive Offices. We have reviewed your
record and verified that no system error occurred during the booking of your
reservation. The reservation was booked in accordance with your request. We
have contacted  US Airways on your behalf
and they have informed us that they cancelled the reservation due to a duplicate
booking. They further advised that you may be eligible for a refund  subject to their approval. However, since you
disputed the charge with your credit card issuing bank, we will be unable to
proceed with any refund request on your behalf.  Once your 
credit card issuing bank has closed your dispute/claim, you may contact US
Airways, for any further assistance. We are sorry we did not provide you the
answers you were looking for and we thank you for your time.
Sincerely,
[redacted]
Executive Offices

RevDex.com, Inc.
We have
received the consumer’s additional comments. 
As you requested, we have again reviewed this matter to see if we
overlooked anything that might support a more favorable conclusion. Unfortunately,
there is nothing we can add to what has already been stated in our previous
correspondence. The
consumer purchased a Name Your Own Price reservation and assumed that parking and
pet fees would be included in his/her offer price of $55 per night. The
consumer’s initialed contract page discloses the following important information:
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. Priceline.com does not state or imply that pet or parking fees are included
in your offer price. We are unable
to assist the consumer any further in this situation.
Sincerely,
[redacted]
priceline.com

Dear Ms. [redacted],
Roman">
 
We are contacting you today regarding your airline
reservation 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 status of your refund. We apologize for any inconvenience
this has caused. A refund for $837.09 was issued today, June 30, 2015 to the
card that was used to purchase the reservation. For security purposes, we must
process the refund back to the original form of payment. The bank will
recognize that a credit was placed into your old account and will either
transfer it to a new account or they will contact you to advise that they have
a credit. We suggest that you contact your bank with any questions regarding
the credit.
 
We apologize for the inconvenience and thank you for
giving us the opportunity to assist you.
 
Sincerely,
 
[redacted]
Executive Offices

Dear Ms. [redacted],
We are contacting you today regarding your reservation at
the Grand [redacted] for Trip Number [redacted]49.
We are writing to let you know that we received your RevDex.com concerns in our Executive Offices. We understand that you had
some concerns during your stay at the 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
are sorry to hear that your hotel fell short of this expectation during your
stay. Your confirmed hotel did not guaranted that they will provide a
television compatible to your game system. We appreciate your feedback and
contacted the appropriate people at the hotel to share your concerns.
For future reference, we suggest you use our extensive
list of disclosed hotel properties if you are planning a trip that requires a
specific amenity. Otherwise, our Name Your Own Price and Express Deals option
cannot guarantee an amenity unless it is stated on the contract page.
We appreciate your business, and we are very sorry if we
are unable to provide a refund for your reservation. As a gesture of goodwill,
we would like to offer you $50 travel voucher valid toward your next prepaid
booking with priceline.com. This compensation is not intended to place a value
on your experience. It is meant to emphasize our commitment to you as our
customer, and encourage you to use our website for your travel needs.
To redeem your voucher, you will need to book a new
prepaid reservation on [redacted]
Once your new reservation is accepted, please send us an email at: [redacted]
This email should include the following information:
-Original Priceline Trip Number that is associated with
your voucher.
-Your new Priceline Trip Number.
-The amount from the travel vouchers that you received
for the inconvenience you experienced with our company.
We will then issue a refund for $50 (if your purchase
price is greater than or equal to that amount). This offer is valid for one (1)
year from the date of this e-mail.
We apologize for any inconvenience and thank you for
giving us the opportunity to assist you.
Sincerely,
[redacted]
Executive Offices

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10028307, and find that this resolution is satisfactory to me.
Sincerely,
Nelda Green

Hi.  See the response below we sent to the customer:
 
Dear Ms. [redacted], We are contacting you today regarding your reservation at the [redacted]...

[redacted]. We are writing to let you know that we have received your Revdex.com concern in our Executive Offices. As we understand, you haven't received your refund for your reservation. We apologize for any inconvenience this may have caused. We checked our records and verified that a refund of $49.07 was processed back to your account last October 10, 2016. Bank processing time varies so please check with them if you still don't see the refund posted to your account. We apologize for the inconvenience and thank you for giving us the opportunity to assist you. Sincerely, Joe A[redacted] Executive Offices

According to Ms. Collins she purchased the
travel insurance  because she was told
several times by a priceline representative that the travel insurance would
allow a cancelation for any reason.  Ms.
Collins states:
“I purchased a ticket through Priceline.com, was sold the travel
insurance in case I needed to cancel my trip. I paid for this out of pocket,
waiting on university funding. I purchased the insurance because I was told
several times by the agent that I could use the insurance if "anything
came up and I needed to cancel my flight"
We have reviewed Ms. Collins’ reservation and
confirmed that she purchased her reservation and travel insurance via the
priceiine.com website and not with a priceline representative.
Please note we do not place requests for airline reservations
over the phone and the consumer  is responsible for reviewing the policy and agreeing to the Terms and Conditions.
Thank you for the opportunity to clarify.
Sincerely,
Barbara Ayers
Executive Offices

Dear Mr. [redacted]
 
We are contacting you today regarding your reservation at
the [redacted] booked 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. As we understand, you
have complaints regarding the star and guest rating of the hotel and you would
like to be refunded.
 
We have reviewed your reservation and verified that the
hotel has an average guest rating of 6.1 which is based on actual reviews from
customers who have booked on our site and stayed at the hotel. We also checked
[redacted].com and verified that the hotel is
rated consistently as a 3.5 star property with high average guest ratings.
 
We contacted the hotel and they advised that you checked
in and used the reservation. I apologize; however, I will be unable to process
a refund for your reservation.
 
We are sorry we did not provide you the answers you were
looking for and thank you for your time.
 
Sincerely,
 
Joe A[redacted]
Executive Offices

Complaint: [redacted]
I am rejecting this response because:
I know the reservations were nonrefundable however the location of the hotel was not in the downtown area I had selected so I was trying to cancel to get in the correct area but when they said no changing or canceling I dropped it. I called a couple days prior to the dates I was to stay they told me the reservations had been canceled. So I paid for the hotel but they cancelled the actual reservations. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I appreciate your response, the outcome is still neglecting to factor that there was no savings in this hotel stay as stated in your terms and conditions for the [redacted].  These are supposed to be be negotiated savings that are instant and don't require bidding.  My actual reservation was with a 28% savings.  Looking on all of these sites, this [redacted] is the only 3 Star hotel that I even find in the [redacted], ** location in which I booked.  If this is the case, Priceline has failed to save me the 28% that was stated at the time of booking.  In fact, if I were to have paid by booking directly through [redacted], it would have been $62 per night with $7.37 in sales tax and room occupancy giving a total of $69.37.  This is less than the $71.25 that I paid which at a 28% savings, I should have paid $49.95 for this hotel.  There are no other 3 star hotels in this area and therefore could not be comparing prices from other 3 star hotels in other areas.  The $62 was the published rate at:  [redacted]"The rate displayed saves you at least this amount versus the published price for a hotel in this area and star level for the same travel dates".I am again asking for a credit for at least the difference for the $19.42 as this booking provided no savings at all.  I still really find it hard to rate this at a 3 Star but I found out it compares to the hotels in the area.  There are only 2 1/2 star and below and then 4+ star which this would have to be better than a [redacted]...
Sincerely,[redacted]

Dear Ms. [redacted],

face="Calibri"> 
Thank you for taking the time to contact us regarding your reservation at the [redacted] Plus [redacted] 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 are requesting a full refund of the reservation since you did not use it because you were reserved rooms with 1 bed each. We are sorry; however, we are unable to provide the full refund your are seeking. We reviewed your records and verified that the reserved rooms were the rooms requested during the booking process. Prior to submitting the request, we presented you with a Contract Page to review and initial. This contract has the following details of the room, right under the Important Information:
 
"Room Description: 1 Queen Bed Hot Deal - 1 Queen Bed, Non-Smoking, Microwave And Refrigerator, 32-Inch Lcd Television, High Speed Net, Full Breakfast"
 
For your reference, a copy of your Contract Page has been sent in a separate e-mail.
 
In addition, we contacted the hotel and they informed us that rooms reserved were used. However, as goodwill, they allowed a refund for 50% of your total reservation cost. This refund has been processed on September 9, 2015. The refund will be processed through our system within one business day. It is your bank that will post the refund to your account. Bank processing time varies, so please check with them if you do not see the refund in your account within a few business days.
 
We are sorry we did not provide you the answers you were looking for and we thank you for your time.
 
Sincerely,
 
Berna A[redacted]
Executive Offices

Complaint: [redacted]
I am rejecting this response because:
The Express Deal I referenced when calling Priceline customer service clearly states the name of the hotel ([redacted]) prior to the purchase, and hence meets the criteria of the price match policy. Please see attached screenshot which clearly shows the deal is for the same hotel, travel dates etc. as the trip number in question.
Sincerely,
Natanya H[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 1[redacted] and find that this resolution is satisfactory to me.
I also work during the day and was in meetings when I received the phone call.  I cannot answer my phone at work and it's a busy time for us.  
Sincerely,
[redacted]

RevDex.com, Inc....

[redacted] canceled her reservation before 11PM on the same day that
it was booked and stated she did not receive a full refund. She stated she
received a refund for the flight and the following day for the hotel, but
approximately 3 days later she was recharged for the booking. She is requesting
a refund to be issued back to the credit card used for the airline ticket that
was cancelled.
The reservation was canceled on June 17, 2014 for a full refund. The airline
portion was. A refund for a total of $535.08 was processed on June 17, 2014
when the reservation was still at pre-arc, pre-travel status.
The View Credit Card Transaction shows that the hotel portion was charged $194.08
twice on the same date, June 17, 2014 and a refund for $194.08 was processed
once on June 18, 2014. The copy of the bank statement that **. [redacted] sent,
shows that she was only charged once for the hotel portion on June 18, 2014 in
the amount of $194.08, which was also refunded on June 20, 2014. Therefore, the
hotel portion of this package was properly refunded.
For the airline portion of this package, the refund will be coming from the
validating carrier, [redacted]. Since the reservation was canceled on June
17, 2014, the refund should have posted to the customer's account.
 
We appreciate the opportunity to clarify.
Sincerely,
[redacted]

Sent:  4/23/2016 11:47 AM
Dear [redacted]
 
Thank you for taking the time to contact us regarding
your airline reservation under Trip Number...

[redacted]
 
I am writing you today because we received your RevDex.com concern in our Executive Offices. I am sorry to learn about
your medical emergency that resulted to the cancellation of your trip. I
understand your concern regarding the cost associated to rebooking your ticket.
 
I have reviewed your issue with our Air Travel Services
Department, and we have determined an issue with the system where it displays
higher fares than usual. If you can reply to this email to provide the best
time and phone number to reach you, I can have one of our specialists from our
Air Travel Services Department contact you to discuss your options in rebooking
your ticket with the updated fares.
 
We look forward to hear from you.
 
Sincerely,
 
Nico T[redacted]
Executive Offices

Complaint: [redacted]
I am rejecting this response because: All you have done, for the third time, is repeat your customer policy. You have not addressed my concerns and customer satisfaction. 1. Since this was an emergency situation, why couldn't you forward a fair amount of the monies paid toward a future trip? 2. Why couldn't you give a fairer share of the monies? 3. Where does the $415.00, that I lost, go? 4. If the airline fills the seat, who gets that money, that I lost? 5. I gave you 9 days notice. You could do no better than a $90 refund? Is that the proper way to treat a frequent, credit card holder? 
To summarize, quoting your terms, is not the proper way to answer a customer complaint. Since you did give an extremely small refund, how was that determined? Obvously, you have some type of an emergency refund policy for negotiated rates. Do you really car about your customers and your reputation. I have seen no evidence of compassion, customer care, or fairness in the case of an emergency
Sincerely,
[redacted]

Dear [redacted]

size=3> 
We wanted to take this time to contact you in regards to your hotel reservation at The [redacted] booked under Trip Number [redacted].
 
We are writing to let you know that we have received your Revdex.com concern in our Executive Offices. As we understand, you were advised that your hotel was overbooked and that you were relocated to a new hotel. You said that you were not satisfied with the agent you spoke with and would like provide your feedback. We reviewed your reservation and verified that the hotel informed us that their property was overbooked and could not accommodate your reservation. Once we received the information, we immediately found a similar hotel, same star quality and area, The [redacted], that can accommodate your reservation. We apologize if you experienced poor service with our agent. We have documented your feedback in our records so that we can improve service and avoid this from happening again.
 
We apologize for the inconvenience and we thank you for your time.
 
Sincerely,
 
[redacted]
Executive Offices

Complaint: 10035513
I am rejecting this response because:  I did not request the LAX  I asked for Hollywoord    This was told to all 6 representatives I spoke with and they do not listen and gave me this same response.   They are unethical and untrustworthy   An associate of mine also had a bad experience with them over the same thing.   They need to have employees that are more compassionate and better listening skills.   They act like robots and read from a script.   Customer Service is dead with this company.   I do not accept the same response and I am not happy with their offer.
Sincerely,
Tammy Wyant

The consumer chose to...

visit our Published Price service,
where consumers have the opportunity to review and compare hotel room rates
prior to selecting and purchasing hotel room reservations. The consumer
selected a specific hotel property from a list of participating
properties, at the disclosed room rate, including taxes and fees. We are sorry that the hotel
provided the consumer with a receipt or confirmation disclosing the lower
negotiated room rate established between priceline.com and the hotel, which is
not available to the public. Priceline.com is a travel agent and as such, makes
hotel room rates available on behalf of the hotels. Just like every other
business, we receive reduced rates because we purchase bulk room reservations,
and if you compare our rates, you will find them to be very competitive. We
strive to offer customers the best alternatives for saving money, while at the
same time maintaining profitability. I am sorry that priceline is unable to
assist the consumer any further in this situation.
 Sincerely,
[redacted]
priceline.com
This checkout page for trip number [redacted] was submitted on
2015-06-03 19:44:40






[redacted]
 
[redacted]
FREE Cancellation until 12:00 PM on 06/05/2015
Freebies:
Hotel Freebies:
Free breakfast, free
internet in room and free parking

Check-In: Sat, Jun 6, 2015Check-Out: Mon, Jun 8, 2015
Room Type: Queen Room with Two Queen Beds ~ Non~Smoking

- Booked for double
occupancy
 
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 Friday, June 5th
(local hotel time). If you decide to cancel your reservation anytime between
noon on Friday, June 5th and noon on Saturday, June 6th (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 (Saturday, June 6th).































Summary of Charges

Room Cost
(details)

$104.99

Rooms

1

Nights

2

Room Subtotal

$209.98

Taxes & Fees

$24.84

Total Charges

$234.82

Prices are in USD
Reservation Name (Age 21 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 Queen Beds/NonSmoking/Free Hi-Spd Wireless/ Microwave
Refrigerator/Coffeemaker, In-Room
·     
Rate Description: Websaver - Full pre-payment required upon booking
·     
Hotel Freebies Details:
Free breakfast, free internet in room and free parking
·     
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
Friday, June 5th (local hotel time). If you decide to cancel your reservation
anytime between noon on Friday, June 5th and noon on Saturday, June 6th
(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 (Saturday, June
6th).
·     
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 any additional hotel
specific service fees or incidental charges or fees that may be charged by
the hotel to the customer at checkout. These charges
may be mandatory (e.g., resort fees) or optional (parking, phone calls or
minibar charges) and are not included in the room rate.
















[redacted]

 
I have read and agree to abide by the Terms and
conditions and privacy policy.

Complaint: [redacted]
I am rejecting this response because:
This is the same response provided by the phone representatives. However, no one has been able to provide a reason why I get a lower price when I go to [redacted].com as shown in the previously attached screenshot from 8/4/2014 as well as the screenshot attached to this email that I took today, 9/8/2014, just a few minutes ago. I am not doing anything special on the site and can provide instruction if necessary.
The continuous back and forth is tiresome. The lack of response to my emails is inappropriate. The fact of the matter is, I can get it cheaper directly through [redacted] (currently $296.50) and would prefer to do so. Priceline is not honoring their Price Match Guarantee thus should void the agreement I have with them. I believe there are laws in the U.S. about false advertising as well.
Sincerely,
[redacted]