Priceline.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.

Dear Mr.[redacted],
Roman">
 
Thank you for contacting us regarding your reservation at
the [redacted] booked under 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 can understand your concern if you have discovered bad
reviews for your hotel. Everyone has a different experience and it is very
likely that your experience could have be entirely positive. We have researched
to find that this hotel has a guest satisfaction rating of 7.2/10 and does meet
our expectations for the star rating selected on our website.
 
Our competitors also rate this hotel as follows:
 
[redacted].com = 4 stars
 
[redacted].com = 4 stars
 
[redacted].com = 4 stars
 
[redacted].com = 4 stars
 
[redacted].com = 4 stars
 
We do feel that this hotel is properly rated through our
system and we regret we are not able to offer a refund as this time. During the
request process you were asked to review and initial a contract page.
That contract contained the travel information you
entered during the request process and outlined the terms of the offer,
including the restriction that your reservation would not be changed or
canceled.
 
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 are in
receipt of the complaint initiated by the above-mentioned consumer and
appreciate the opportunity to respond.
 
According to
the consumer, priceline did not disclose prior to purchase that the Name Your
Own Price hotel room purchase did not include resort fees that are payable
directly to the hotel, and not included in your offer price.
 
On each
consumers’ contract page (including the contract page in question), we clearly
and conspicuously place the following disclosure regarding this issue labeled
under
 
 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.
 
These fees
are incurred whether the consumer purchases the hotel room reservation via the
priceline.com website, or directly through the property.
 
We
appreciate the opportunity to clarify.
 
Sincerely,
[redacted]
Priceline.com
 
 
 
This
contract for request number [redacted] was originally initialed on 2014-08-14 22:11:17



Please Review Your Request

















































4 Star Deluxe Hotel, [redacted] North Area
Which hotel will I get?

Check-In Date:

Thursday, December
25, 2014

Check-Out Date:

Sunday, December
28, 2014

Region

[redacted]

City Area:

[redacted]

Check-In Time:

Varies by hotel. Guaranteed late
night arrival if needed.

Check-Out Time:

Check-out times vary by hotel

Room 1:
[redacted]

Number of Rooms:

1

Guaranteed Amenities:

Indoor or Outdoor Pool, Fitness
Center, Business Center, Guest Score 7/10 or Higher

Number of Nights:

3










 


























Offer Price Per Room, Per Night:

US$ 58.00




Travel
Insurance:

US$
15.00


Subtotal:

US$ 174.00

Taxes and Service Fees:

US$ 31.32

Priceline Hotel Coupon:


-US$ 0.00



Total Charges*:

US$ 205.32

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 USD15.00 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.

Our documented case history confirms that Ms. [redacted] from
our Executive Services Department spoke with Glen Estell on Fri. Apr 18, 2014,
at 09:55:52 AM ET, and a full refund was offered and processed.

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 contacted priceline on Monday, April 07, 2014
at 11:01:55 AM ET, requesting to cancel the reservation. The consumer’s selected
reservation provides the following cancel policy indicating that if you decide to cancel your
reservation anytime between noon on Sunday, April 6th and noon on Monday, April
7th (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.


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 Sunday, April
6th (local hotel time). If
you decide to cancel your reservation anytime between noon on Sunday,
April 6th and noon on Monday, April 7th (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 (Monday, April 7th).






We are sorry
that we are unable to assist the consumer any further in this situation.





Sincerely,


N. D’Angelo


priceline.com

Dear [redacted]
 
Thank you for taking the time to contact us regarding
your hotel reservation at The [redacted] for Trip Number [redacted]
class="MsoPlainText"> 
I am writing to let you know that we have received your
Revdex.com concern in our Executive Offices.
 
We understand that you have issues with this hotel
reservation.
 
Our records show that you opted to cancel this
reservation for a refund.
Please note that once canceled, this can no longer be
used or reinstated. If you still need a hotel accommodation, you may book a new
reservation online.
 
As an apology for this inconvenience, we are offering you
either one of the following options:
 
Option 1: A 20% coupon on a future Hotel Express Deals
reservation.
Option 2: A $50.00 credit towards a future Disclosed
Hotel reservation.
Once you book your new reservation, please respond to
this email with the new Trip Number so that we can process your $50.00 hotel
credit.
Please note, you must reference the original Trip Number
listed in the subject line of this email.
 
We look forward to assisting you and resolving your
issue.
 
Sincerely,
 
Jenn H[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.
According
to the consumer, [redacted] properties are not listed on priceline’s Name Your
Own Price 2.5 star examples.
All
properties offered through priceline.com have been evaluated according to the
specific star level standards that we have developed exclusively for our
program and described on our web site. While the consumer may feel that this
property should have a different star rating or is rated differently by other
groups, we are confident that our evaluation of this property meets all
standards under priceline’s 2.5 star hotel guide.
Priceline discloses that 2.5 star hotel brands shown on the website are for example only. Hotel brand examples may encompass hotels that fall under other star levels and you may get another name-brand or independent hotel of equivalent quality. Additionally, the star rating descriptions shown apply to Name Your Own Price® hotel requests and may differ from those shown for published-price hotels.
We thank you for the opportunity to clarify.
Sincerely,
N. D'Angelo
Priceline.com


 





 



This contract for request number [redacted]50 was originally
initialed on 2014-05-07 12:41:07

Please
Review Your Request














































2½ Star Moderate-Plus Hotel



Which hotel will I get?




Check-In Date:




Saturday, May 10,
2014




Check-Out Date:




Sunday, May 11,
2014




Region




Birmingham, AL




City Areas:




Hoover
Pelham




Check-In Time:




Varies by hotel. Guaranteed late
night arrival if needed.




Check-Out Time:




Check-out times vary by hotel




Room 1:




Brandon Lake




Number of Rooms:




1




Number of Nights:




1


















































Offer Price Per Room, Per Night:




US$ 48.00










Travel
Insurance:




US$
5.00






Subtotal:




US$ 48.00





Taxes and Service Fees:




US$ 15.52





Priceline Hotel
Coupon:




-US$ 3.36




Congratulations!
Your 7% coupon successfully applied!




Total Charges*:




US$ 60.16




Have a coupon code? Apply Apply Coupon Remove Coupon




*Prices are in US dollars.





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person available to assist you any time of the day with last minute flight or
hotel changes, luggage locator services, cash transfers, medical assistance
services and emergency services.





Yes! I'd like to purchase Trip Protection for USD5.00
per room, per night. Terms and Conditions


No,
thanks. I prefer to travel without Trip Protection.


Important Information


All rooms will accommodate up to 2 adults. Requests for bed
types (King, Queen, 2 Doubles, etc.) or other special needs (including preferences for
smoking or non-smoking rooms) should be requested through your confirmed
hotel and cannot be guaranteed.


Reservation is guaranteed for arrival on the confirmed
check-in date only. If you do not check-in on the
first day of your reservation and you do not alert the hotel in advance, the
remaining portion of your reservation will be canceled and you will not be
entitled to a refund.


If priceline accepts your price, priceline will book your
reservation in a property with an equal or higher star level than you
requested. Please note it is possible that the hotel you are booked in could
be a Resort, which will meet or exceed the minimum qualifications of the star
level you initially requested. The hotel that is selected may or may not be
one that you have seen during a hotel search on priceline. Any sorting or
filtering options previously used will not apply to this Name Your Own Price
request. Priceline will
immediately charge your credit card the total cost of your stay. Rooms
purchased through priceline cannot be cancelled, changed or transferred and
refunds are not allowed. If your offer is not accepted, your credit
card will not be charged. Priceline
will immediately charge your PayPal account the total cost of your stay.
Rooms purchased through priceline cannot be cancelled, changed or transferred
and refunds are not allowed. If your offer is not accepted, your PayPal
account will not be charged.


The reservation holder must present a valid photo ID and
credit card at check-in. The credit card is required for any additional hotel
specific service fees or incidental charges or fees that may be charged by
the hotel to the customer at checkout. These charges may be mandatory (e.g., resort fees) or
optional (parking, phone calls or minibar charges) and are not included in
your offer price.


Hotel
rooms purchased through priceline are not eligible for frequent traveler
points, upgrades, vouchers, or other discounts and incentives.







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 hotel reservation at the [redacted]a - [redacted] [redacted]r -
North for Trip Number [redacted]
class="MsoPlainText"> 
I am writing to let you know that we have received your
Revdex.com concern in our Executive Offices.
 
We understand that you have issues with this hotel
reservation.
 
We see that your issue has already been resolved by our
Fraud Prevention team. Should you require additional assistance with your
Priceline Hotel Reservation, please feel free to reply to this e-mail.
 
I hope you find my reply helpful and we thank you for
your time.
 
Sincerely,
 
[redacted]
Executive Offices

Our
record indicates that...

this matter has been addressed with the consumer, and a
refund has been issued.
 
Sincerely,
[redacted]
Priceine.com

Complaint: [redacted]
I am rejecting this response because: The reservation was made after 12 noon, you can not cancel on 12noon at 120pm the same day.  The website site need to shut down, if a customer can not make reservation after 12 noon to midnight the same day.  There is no time machine in the world that can transport someone back to the past to cancel a reservation made one and a half later after the 12noon policy has expired. "Please do not quote me a Fraudulent Policy that is design to rip Consumers off for money.  I have copied the [redacted] office of this complaint and the Media to see if anyone else was fraudulent billed.  [redacted] need to be advise of how this Company is using him to rip of customers.  A Radio broadcast will follow this complaint so everyone will know, not to use Priceline and to help me petition to  shut this site down.
No one should be charge for placing a reservation after 12noon at 120pm, then cancelled 130pm.   This Policy is design for customers to wait twenty four hours before making a reservation to avoid a cancellation charge.  ""Who does this type of Business, no one I know.   
Sincerely,
[redacted]
[redacted]

Exactly I didn't ever said to CANCEL so my air fair should still be available! I never agreed with canceling.. NEVER a rep called me or email me of this. They just took 992.54 from me this is really bad service.
[redacted] explain to me that they could of made that correction if it was within 24hrs. I called [redacted] because a priceline rep advice me to call them. from the beginning they never gave me a straight answer and sometimes just hang up and also in chat rooms just end my conversation with no help! from research I have done this company just takes people money just like that! Something needs to be done.
I am willing to go media wise. 
 
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

[redacted]

We are contacting you today regarding your airline ticket
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
previously exchanged your ticket and you would like to be refunded.
 
We have reviewed this concern and verified that your
ticket is supposed to be non refundable. However, as a gesture of goodwill, we
made an exception to exchange your ticket for future travel because you advised
that you had a miscarriage. We may be able to apply the value of your ticket to
a different routing; however, you will be responsible for the airline penalty
fee of
$300.00 plus the fare increase. We apologize; however,
the new fare must be equal or higher than the original fare.
 
We can also contact United Airlines to request for a
refund; however, we need  a medical
document to support your claim. You may reply to this email and send it as a
PDF or [redacted]
We cannot guarantee any refund but we will contact the
airline once we received the information and contact you back for any
resolution or update.
 
We are sorry we did not provide you the answers you were
looking for and thank you for giving us the opportunity to assist you.
 
Sincerely,
 
Joe [redacted]
Executive Offices

Dear Ms. [redacted],
 
We are contacting you today regarding your reservation at
the [redacted] booked under Trip Numbe[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, the
hotel was unable to locate your reservation. We apologize for any inconvenience
this may have caused.
 
We contacted the hotel and they were able to confirm your
reservation.
Below is the confirmation number that the hotel provided
for your
reservation:
 
[redacted]
 
If you need further information, please contact the hotel
directly at
[redacted]
 
We apologize for the inconvenience and thank you for
giving us the opportunity to assist you.
 
Sincerely,
 
Joe A[redacted]
Executive Offices

Complaint: [redacted]
I am rejecting this response because: their was no final price on confirmation page price only came up after I summit ed the order I would not have accepted the offer I cannot afford 194 dollars they should take care of their customers
Sincerely,
[redacted]

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,
[redacted]
From: [redacted] Sent: Thursday, June 09, 2016 10:32 AMTo: [email protected]; [redacted]Cc: 'Travel Support Team <[email protected]>Subject: Re: Complaint# [redacted]I received a new message, but I was not able to respond.  I am fully satisfied with the resolution of my complaint with Priceline and remain a loyal customer.  I have now received the credit.  Please update the file.  Thank you and Priceline for your help.  Have a wonderful day

Attached hereto is
a copy of the consumer’s initialed contract page authorizing...

the terms and
conditions of the purchase, including the consumer's selected 9/5/14 check-in date.
We thank you for the opportunity to clarify.
Sincerely,
[redacted]
Priceline.com
2.5-Star hotel in the [redacted] Southwest
- Lakewood Area
Your room: 2 Double Beds - Nonsmoking Room - Free Breakfast,
Free Internet
Amenities: Free Breakfast, Internet, Swimming Pool, Free
Parking, Pet Friendly, Business
Center, Gym/Spa
Guest Score: 8+
Check In: Fri, Sep 05, 2014
Check Out: Sat, Sep 06, 2014
Rooms: 1 rooms for 1
night
Room Rate: $58.00
Taxes & Fees: $12.83
Room Total: $70.83
Have a promo code?
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Credit Card Info
XXXXXXXXXXXXXXXX
are accepted
Expiration Date and Security Code
IMPORTANT INFO PAGE
View taxes, f ees & cancellation
policy ?
Sign in for faster checkout!
United States
07 2017
Send me email deals
continue
T axes and Fees
Amount:
$12.83
Prices are in USD.
Cancel
Policy
This rate cannot be cancelled, changed or transferred.
Refunds are not allowed.
TERMS AND CONDITIONS PAGE
We want you to love your hotel. So please read this important
stuff.
All rooms will accommodate up to 2 people. Special requests (including preferences
for smoking or non-smoking rooms) should be requested through
your confirmed
hotel and cannot be guaranteed by Priceline.
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.
The hotel that is booked 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 request.
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.
If your request is accepted, 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 request is
not accepted, your credit
card will not be charged. Prices are not guaranteed until
purchase is complete.
I have read, accept, and agree to abide by priceline.com's terms
and conditions and privacy
policy.
Initial Here to Accept **

Complaint: [redacted]
I am rejecting this response because: it does not clarify what a valid passport is. When we purchased the tickets from [redacted] this is the statement on the front page. "At a minimum some countries require passport to be valid at least 6 months to allow entry thereto." Let me type to you what I printed off your website and if you would like me to email you copies of this I will because it seems your information is different than what was presented to me online. Your website states, " if you are traveling outside the [redacted]. All travelers will need a valid passport and you will need to show additional documentation at your destination." Once you click on the valid passport link it brings up international travel and this is where your version seems to differ from mine. It says," all international travelers will need a valid passport, and may also need to show additional documentation at the destination and/or in connecting countries. In addition, all travelers must have the proper documents for re-entry into a country (I.e. Correct [redacted], valid passport, onward/return ticket). For international one-way travel, proof of return travel or onward travel may be required and children traveling without both parents may also require additional documentation. If you are unsure of the travel requirements for your destination, please contact the embassy or consulate of all countries you are traveling to and connecting through." 
Not once did you clarify there are certain restrictions on passports like you claimed in your response. When we arrived at the airport we had all tickets to and return as well as valid passports as described by your website. Your company refused to simply change our departure date and insisted on canceling the entire trip and rebooking new tickets even though our departure date stayed the same. We contacted the airlines directly who told us all we need to do is change the departure date and pay 200.00 per ticket but since it was booked through Priceline they could not change them. Priceline refused to change the departure dates and would only allow us to cancel or rebook for 11,000 dollars. I have been to the [redacted] several times and have never had an issue before. The only requirement your website states is a valid passport, my passport was valid at the time and is still valid until the 25 of this month. Your lack of information caused me to miss my flight and costed me 1200 dollars. Then I had to repurchase tickets directly through the airlines because they were cheaper than the 11,000 dollars offered to us by Priceline. You neglected to include pertinent information to your customers and are now living to me in your response, it's a good thing I printed off directly from your website the actual contract given to customers. Because of this I still demand a full refund.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: the name of the booking service I used on Priceline is "Name Your Own Price". It isn't "Name your own price but maybe pay more and have no way to cancel that". 
Mandatory charges should be shown to bidders before the bid is accepted and final/not-cancellable. It was no secret that this hotel charges a mandatory hotel fee. They should not have been an option for Name Your Own Price for that reason. 
I have booked rooms using this feature on Priceline for years and have never encountered mandatory fees before. A search of news coverage on this topic shows that they are becoming increasingly prevalent and Priceline should modify it's service to make customers more aware of them in advance. Several stories by major news outlets have reported this as a customer issue. Priceline should take leadership on insuring their users are aware of these fees and allowed to withdraw a bid because of them. 
Sincerely, 
[redacted]

Revdex.com, Inc.
 
[redacted] is requesting
compensation in the amount of $100 for the experience he received when he contacted
us after arriving at the hotel and being advised their air conditioner was not
working. He stated it took over 40min to cancel his reservation and he had to
find other accommodations.
We reviewed his reservation details
and confirmed the customer relations representative he spoke with did not need
to contact the hotel again to verify the air conditioner was not working, and
should have assisted the customer in relocating him to another property.  Since a full refund was already issued on the
reservation, the customer was issued a 20% refund of the total cost of the
amount billed. A refund request was submitted in the amount of $99.48, and the
customer was informed of the refund.
We appreciate the opportunity to clarify.
Sincerely,
[redacted]

Complaint: [redacted]
The trip number is 
[redacted]
the email address is [redacted]
Sincerely,
[redacted]