Priceline.com

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. When selecting a reservation, and prior to purchase, the
consumer is provided with the cancel policy associated with each reservation.
In this case the consumer selected a reservation that offered
the following cancel policy:

$109.00


$98.10


per night




1 King Bed -
Nonsmoking Room - Full Breakfast, Internet | +
room details




Freebies: On Sale Now -> Save 10% on this stay


Freebies: Free breakfast, free internet in room and free
parking



Non Refundable - See Details







Cancel Policy: For the room type
you've selected, you can cancel your reservation up until noon on Saturday,
August 9th (local hotel time), however the hotel requires payment for the first
night's stay.





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





Sincerely,


[redacted]


priceline.com

Complaint: [redacted]
I am rejecting this response because:
To the Revdex.com,
Thank you for your letter regarding this matter.  As I stated in my original letter of complaint, I had booked the hotel reservation through [redacted]'s website, which apparently uses [redacted].com for that purpose. (Of note, the emails that I received from the original hotel [redacted] reservation were sent from [redacted])  )
.  From the forwarded letter from [redacted].com, it appears that they are referring the complaint to [redacted].com itself, despite [redacted].com's status as the parent company.  If that is the case, I am agreeable to redirect my original complaint towards [redacted].com to work towards settling the issue.  If necessary regarding paperwork issues, I can re-submit the original complaint specifying [redacted].com; please notify me if this needs to be done on my part, unless the Revdex.com is able to reassign the original complaint on their own part.
In the meantime, I have been in contact with the [redacted] service to try to settle the matter, without success to this point.  They have offered me a few options for other accomodations in the specified time period, but these options have not been on a similar grade of hotel rating and/or in an acceptable location to the venue for which I had originally booked the reservation.
Thank you for your time and assistance.
Sincerely,
[redacted]

mso-yfti-tbllook: 1184; mso-padding-alt: 0in 0in 0in 0in;" class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0" width="888">
 
Priceline.com
discloses prior to purchase, that resort fees are not included in your offer
price.
 
Priceline
does not collect resort fees. Resort fees are charged by, and paid directly to
the hotel.
 




On each
consumers’ contract page (including the contract page in question), we clearly
and conspicuously place the following disclosure regarding this matter labeled
under Important Information.
 
Important
Information
 
·       
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.
 
The charges hyper link further discloses the
following information.
Hotel
Charges
Depending
on the property you stay at you may also be charged (i) certain per person, per
room or percentage based mandatory hotel specific service fees, for example,
resort fees (which typically apply to resort type destinations and, if
applicable, may range from $10 to $40 per day), energy surcharges, newspaper
delivery fees, in-room safe fees, tourism fees, or housekeeping fees and/or
(ii) certain optional incidental fees, for example, parking charges, minibar
charges, phone calls, room service and movie rentals, etc. These charges, if
applicable, will be payable by you to the hotel directly at checkout and are
not included in your room rate. Please contact the hotel directly as to whether
and which charges or service fees apply.
These fees
are incurred whether the consumer purchases the hotel room reservation via the
priceline.com website, or directly through the property.
Attached
hereto, is a copy of the consumer’s initialed contract page agreeing to the
terms and conditions of the purchase.
 
This
checkout page for trip number [redacted] was submitted on 2015-03-04 16:40:02



Please
Review Your Request

















































4 Star [redacted]
Which hotel will I get?

Check-In Date:

Sunday, March 8,
2015

Check-Out Date:

Monday, March 9,
2015

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, Guest
Score 8/10 or Higher

Number of Nights:

1










 





































Offer Price Per Room, Per Night:

US$ 195.00




Travel
Insurance:


US$
5.00




Subtotal:

US$ 195.00

Taxes
and Service Fees:

US$ 33.22

Priceline Hotel Coupon:


-US$ 0.00



Total Room Charges*:

US$ 228.22

Apply
Coupon

Hotel Fee:

US$ 27.00

Total Cost*:

US$ 255.22

Have a coupon code? Apply
Remove Coupon
This coupon is invalid or has expired

No surprises!
Total cost includes estimated hotel fees (e.g resort fees). Your total cost
will never be higher than displayed above.
*Prices are in US dollars.

We
Recommend Trip Protection
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·24/7 Live Travel
Assistance A real
person a[redacted]able 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.






[redacted]
I have read, accept and agree to abide by priceline.com's terms
and conditions, privacy policy
and the travel insurance Description
of Coverage. I have read,
accept and agree to abide by priceline.com's terms
and conditions and privacy policy.

Dear [redacted]
 
I am writing you today regarding your hotel reservation
with the [redacted] under Trip Number [redacted].
class="MsoPlainText"> 
I am writing to let you know that we have received your
Revdex.com complaint in our Executive Offices. I understand your
request for a refund because you were concerned about the location and safety
of your confirmed hotel.
 
When requesting a reservation using the Express Deals
option where the hotel's 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. 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.
 
We have reviewed your reservation and verified that the
[redacted] is inside the shaded area of the map that we
presented for the [redacted] - [redacted] area. Under normal
circumstances, your reservation would have remained non-refundable.
However, we will make a one-time exception to refund your
reservation in full because we value your business. Your refund for 97.96 USD
was issued today, June 13, 2016. Your refund will be processed through our
system within one business day. If you need to check the status of your refund
after a few business days, please contact your bank directly to inquire about
their processing time.
 
We look forward to serving your future travel needs.
 
Sincerely,
 
Nico T[redacted]
Executive Offices

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Dear Ms. [redacted],
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
that you did not authorize the cancelation of your reservation. We apologize
for any inconvenience. Our records indicate that your issue has already been
resolved by one of our representatives. If you need further clarification about
your tickets or have any additional questions regarding your itinerary, please
do not hesitate to reply to this e-mail.
We apologize for any inconvenience and thank you
for giving us the opportunity to assist you.
Sincerely,
[redacted]
Executive Offices

We have received the consumer’s
additional comments. The consumer’s selected reservation
is restricted and is non-refundable and non-changeable. However, in efforts to assist
the consumer, we have reached out to our hotel partner and they are currently
allowing an exception to the no-cancel policy and will allow a cancelation with
no penalty. In the event the consumer wishes to proceed with the cancelation
option, the consumer must contact us as soon as possible and our Executive
Offices will again contact the hotel to determine if the hotel is still
allowing the exception. Please contact us directly at: ###-###-####. The
Executive Office hours are 9:00 a.m. to 6:00 p.m. Eastern Time, Monday through
Saturday.  The consumer must enter the
Trip Number, which is [redacted]93, when contacting us. 
At this time we understand from the consumer's comments that he/she wishes not to cancel the reservation.
Sincerely, N. D’[redacted] -Executive Offices

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. As noted on the consumer’s contact page, an additional driver
can be added at the counter for a fee payable directly to the rental car
company. However, 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. Therefore, the driver listed on the
reservation must be present in order to pick up the rental vehicle. We are sorry that we are unable to
assist the consumer any further in this situation.
 
Sincerely,
[redacted]
priceline.com

Dear Ms. [redacted],
Thank you for contacting us regarding your reservation
with United Airlines, United Airlines operated by United Express/Shuttle America
and United Airlines operated by United Express/ExpressJet 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 requesting a refund
on your airline ticket.
We reviewed your reservation details and
confirmed you selected the flight you wanted to purchase, added your seat
preference, entered all the passenger detail information and entered your credit
card to purchase the ticket. Once you selected the "buy" button you authorized
us to charge your credit card for the ticket selected. We are sorry if you no
longer want the ticket; however, based on the fare rules associated with your
reservation, your ticket is non-refundable.
If you have additional
questions or concerns, please contact us directly at: 1-866-xxx-xxxx. 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 [redacted].
We thank you for the opportunity to assist
you and hope you find this information helpful.
Sincerely,
[redacted]
Executive Offices
This contract for request number [redacted] was
originally initialled on Mon Apr 28 13:16:01 EDT 2014

Trip Summary for [redacted]

Name must match photo
ID. Please verify spelling and edit
name if necessary.

We Recommend Trip ProtectionLife is uncertain...plan for the
unexpected.Get the following protection up to the limits listed
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Protection reimburses for cancellations due to unforeseen illness of
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loss, natural disaster at departure or destination city or other specified
events.
$500 Baggage and Personal Effects
reimburses for lost personal effects as well as checked baggage throughout your
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$50,000 Emergency Evacuation coverage
pays for the cost of medical transportation to the nearest medical facility
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$1,500 Medical Expense
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24/7 Hour Live Travel Assistance A real
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Departing Flight Information - Tuesday,
May 20, 2014
(operated by United Express/Shuttle
America)Flight 34621h 19m, 296 mi
FromPort Columbus Intl
Airport (CMH)Columbus, OHDeparts: 6:01 AM
ToO'Hare Intl Airport (ORD)Chicago,
ILArrives: 6:20 AM
AircraftEmbraer 170 (Jet)Economy/Coach
Class
Flight 6682h 11m, 730
mi
FromO'Hare Intl Airport (ORD)Chicago,
ILDeparts: 7:05 AM
ToLaGuardia Airport (LGA)New York
City, NYArrives: 10:16 AM
AircraftAirbus A320 (Jet)Economy/Coach
Class
Returning Flight Information -
Saturday, May 24, 2014
(operated by United
Express/ExpressJet)Flight 57361h 37m, 227
mi
FromLaGuardia Airport (LGA)New York
City, NYDeparts: 10:00 AM
ToWashington Dulles Intl
Airport (IAD)Washington, DCArrives: 11:37
AM
AircraftCanadair Regional Jet (Jet)Economy/Coach
Class
(operated by United Express/Shuttle
America)Flight 34491h 20m, 298 mi
FromWashington Dulles Intl
Airport (IAD)Washington, DCDeparts: 12:21
PM
ToPort Columbus Intl
Airport (CMH)Columbus, OHArrives: 1:41 PM
AircraftEmbraer 170 (Jet)Economy/Coach
Class
Passenger and Ticket
Information
[redacted]Seat Preference (Change Seat) Flight 3462:
18D Flight 668: 28F Flight 5736: 22D Flight 3449: 21D
Ticket
Type:Electronic

Summary of Charges
Airline Ticket Cost:
$420.47 per ticket
Add
TripProtection
Trip
Protectionis a smart decision!
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Details
Airline Ticket Taxes
& Fees:
$75.53 per ticket
Airline Ticket Trip
Protection:
Declined+ Add now Recommended!
Number of Tickets:
1
Airline Ticket Delivery:
$0.00 (Electronic
Ticket)
Airfare Subtotal:
$496.00
Total Trip Cost: (All prices are
in US dollars)
$496.00This
is the BEST PRICE for these flights GUARANTEED!
Baggage fees are not included in your trip
cost.

Important Information
•
Change penalties/restrictions apply. Please read the important fare
rules and restrictions.
•
Fares are not guaranteed until purchased.
•
If you do not take your outbound flight, the airlines will automatically
cancel the remainder of your reservation. No refunds will be granted for the
unused portion of your trip.
•
You will be issued electronic tickets. Remember to bring a valid
government-issued photo ID with you to
check-in.
Initial Here:
li
I have read, accept and agree to abide
by Priceline.com's terms and conditions and privacy
policy.

Dear Ms. [redacted],
Roman">
 
Thank you for taking the time to contact us regarding
your hotel reservation at the [redacted] for Trip Number [redacted].
 
We are writing to let you know that we have received your
Revdex.com concern in our Executive Offices.
 
We understand that you are requesting a refund because of
the quality issued you had during your stay at the [redacted].
 
We apologize that you were unhappy with your hotel
accommodations at the [redacted]. We evaluate each participating
hotel on many different criteria, including cleanliness, guest satisfaction,
decor, etc. We have researched to find that this hotel does meet our
expectations for the star rating selected on our website. Our competitors also
rate this hotel as follows:
 
[redacted].com  4 stars
[redacted].com 4 stars               
[redacted].com  4 stars
 
Our Quality Experience Guarantee states that your hotel
has been star-rated by Priceline according to our rigorous rating system. This
means that our hotel staff has researched your hotel, reviewed customer
comments and compared star ratings assigned by other rating services.
The hotel you received met Priceline's strict quality
standards. We do feel that this hotel is properly rated through our system.
 
In addition, the [redacted] verified that they
did not receive any complaints from you regarding this matter. Therefore, we
are unable to process a refund for this reservation.
 
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.
 
The consumer’s
hotel room [redacted] was purchased directly with [redacted].com.
 
For any assistance
related to [redacted].com purchases, please contact [redacted] or [redacted] at [redacted].com (contacts below). 
 
[redacted]
[redacted]
[redacted] 
 
 
Phone:
[redacted]    |  Fax: [redacted]
Address: [redacted]
Website: www.[redacted].com
 
 
Sincerely,
[redacted]
[redacted].com

Dear [redacted]
Roman">
 
We wanted to take this time to contact you regarding your
reservation with Budget Rent a Car booked under Trip Number [redacted].
 
We are writing to let you know that we have received your
Revdex.com concern in our Executive Offices. As we understand, your
reservation was canceled for a fee because Budget Rent a Car will charge a
Young Renter Fee.
 
Upon review of this matter we have confirmed that it is
stated on our website that you can include this fee so that you will not be
charged for any additional Young Renter Fees at the rental counter. We also
checked the contract page and verified that you did not indicate prior to
booking that you are below 25 years old. Since this information was not
indicated during the booking process, the rental partner will charge this fee
at the counter. We understand that you would like to be refunded for the cancel
fee. The reservation you purchased is truly restricted which is supposed to be non-cancelable
and non-refundable. We apologize; however, we will be unable to refund the
cancel fee as we're only making an exception to our policy.
 
We apologize for any inconvenience and we thank you for
your time.
 
Sincerely,
 
[redacted]
Executive Offices
This
checkout page for trip number [redacted] was submitted on 2015-02-17 01:07:37












 


·       
4
·       
2

·       
AUTO
·       
AC
Unlimited Mileage
Economy Car with Unlimited Mileage


Pick Up/Drop Off: [redacted]

Pick-up Date & Time: Friday, February 20, 2015, 12:00 PM
Drop-off Date & Time: Monday, February 23, 2015, 12:00 PM
Rental Car Company:
Total Charges
3 Days at: $28 /day


Total:$131.62
Summary of Charges
Your Bid Per Day:
$28 (per day)
Total Rental Days:
3
Subtotal:
$84
Taxes and Fees: (details)
$47.62
Total Charges:
$131.62
Best Price Guaranteed
Prices are in US dollars.


Driver Information
First
MI
Last
Driver's age at pickup
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.

Infant
Child Seat
For infants less than one year and under 20 lbs

Toddler
Child Seat
Forward facing for children weighing 20-40 pounds up to 40 inches in height

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:





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

Complaint: [redacted]
I am rejecting this response because: My contention of a purposeful misleading, misrepresentation of information, and a bait and switch based on the information they provide has not been addressed. They have focused on the policy (which I agree with so long as the information the provide is correct and not jaded - which it is) and secondly they focused on the star rating of the hotel (which, though I would contend a [redacted] is not the same star rating as a Doubletree hotel that is listed under their examples, I am not contending to). I am only contending to the fact that the information provided to me only showed interior corridor hotels listed under the three star category I contend that the type of hotel is not fairly or accurately represented. I do not like exterior corridor hotels and purposely chose my selection on their website based on the information they provided - misleading me to believe that my selection would be similar to those listed in their examples -- none of which are exterior corridor hotels. They have simply avoided commenting on my concern pointing instead to star ratings and the policy based on misleading people. 
 
Below is a thread of emails that we have exchanged.  
 
First is my reply to the business from their first response:
Mr. [redacted],I pray this reply finds you well.  Thank you for taking the time toaddress my concerns and sending me a reply. I know you are probably busyand I truly appreciate your email.I absolutely understand your star rating and do not dispute the ratingsin any way.  I also understand that bidding for a hotel is a differentprocess than booking outright. My concern is in the representation ofthe type of hotel - not the star rating- that was listed on your websiteunder the category I selected.  All of the examples given showed thetype of hotel as interior corridor.  When I travel - especially with myfamily - I do not select exterior corridor hotels for safety and peaceof mind. If exterior corridor hotels had been listed under that starrating I would have increased my bed and selected a higher star rating.I am still willing to do that, I have no problem with priceline exceptfor this issue of information and misrepresentation of that information.It is because of this extenuating circumstance that I would like torequest again that I be released and refunded for this upcoming stay. Ifso, I will bid again at a higher rate and star rating.  Or, if you areable to make an offer to me of a hotel in the same area, that is aninterior corridor hotel above that star rating and a higher bid I wouldbe happy to consider it.I thank you again for taking the time to discern this reply and theextenuating circumstance of the lack of information provided throughyour website. The star ratings are not in dispute - only the fact thatthe type of hotel was not fairly represented before I selected my starrating. I look forward to hearing back from you.Be well,[redacted]
 
Second is their response to that email:
Dear Mr. [redacted],We are contacting you today regarding your reservation at the [redacted] Buena Vista for Trip Number [redacted].We understand that you would like to have a refund of your reservationsince you are concerned regarding the safety of the hotel. Please beadvised that you selected our "Name Your Own Price" option for a hotelreservation. When you "Name Your Own Price", you do not have the optionto pick a hotel with your desired specification for a hotel. Our "NameYour Own Price" offers better savings, however, it comes with morerestrictions; it could not be changed, cancelled or refunded. All of therestrictions were provided to you prior to booking and you have agreedwith the said restrictions.For your reference, a copy of your contract page was sent to your email.We apologize, however, we cannot refund you the reservation.We are sorry we did not provide you the answers you were looking for andwe thank you for your time.Sincerely,[redacted]Executive OfficesFinally, below is my response to the above email from Mr. **:
 
Mr. **, 
 
I pray this reply finds you well.  Thank you for taking the time to email me and try to address my concerns.
 
While I am certain that you are obviously receiving my correspondence I am also certain that those who do read it are either not understanding it or avoiding the issue that I have presented.  Both emails that I have submitted proclaim my understanding for the star rating and the name your own price policy under normal circumstances.  My concern and my extenuating circumstance that I am presenting is one of a misrepresentation of information concerning the hotels listed on your website. This frivolous back and forth of emails while I am only receiving a cut and paste of the 'what I am supposed to say to an dissatisfied customer' is continuing to frustrate me.  If yet a third person receives this email please read my previous email to catch up. I am not going to explain my concern again as it has obviously fallen on blind eyes. 
 
At this point I will be forwarding all correspondence we have had to the Revdex.com and affirming my complaint due to a lack of proper response. My concern has not been responded to, only avoided. I again respectfully assert my expectation of a refund based on the bait and switch and lack of information that was given though your website. 
 
If there is a reply, please address the issue at hand, not the star rating nor the terms. It is an issue of misrepresentation - bait and switch. 
 
Thank you.
Sincerely,
[redacted]

Complaint: 9971740
I am rejecting this response because:
 
The business states in their response, "We reviewed your reservation and confirmed when our representatives contacted the hotel and spoke with the Front Desk Manager, we were advised that no concerns were brought to their attention during your stay." This, however, is not the case. We notified the hotel of our concerns on the night of February 16th, when we called down to the front desk to let them know that housekeeping had not cleaned our room. We also notified the hotel of all of our concerns when we checked out. The woman who checked us out apologized, and even offered to refund our stay. She was not able to refund our stay because we had already paid for the rooms through priceline.com.
In my opinion, priceline.com has not made any further attempt to resolve my issue. When they first called the hotel, they spoke with an employee who had no authority to accept or reject my complaint. After this single call, priceline.com attempted to claim that the issue was resolved. I took it upon myself to contact the hotel, and discovered that the employee was not a manager and didn't have the authority. When I brought this to their attention, they made another call, and from what I can tell, this is all they have actually done. As a customer who purchased their service under a certain quality guarantee, I expect more from them. Furthermore, they still have not addressed the issue of their quality guarantee. Isn't it safe to assume that since the hotel was willing to issue even a partial refund, that the hotel was not up to the standards advertised by priceline.com?
In summary, I reject priceline's response because I believe that their excuse for not offering me a full refund is not valid. Their claim that my wife and I did not report our concerns is simply not true. And finally, they refuse to address the issue of their quality guarantee, which is a main reason why I did business with them to begin with. I will again request that they reconsider their response and issue me a full refund for the two nights that I stayed at the [redacted].
Sincerely,
Peter Jackson

When selecting Published Price hotel accommodations, Priceline...

does
not offer the option to add nights to your existing purchase. In this case, the
consumer purchased 2 reservations with different dates and room rates. Attached
hereto is a copy of the consumer’s contract page authorizing the terms and
conditions of each purchase.
Dear [redacted]
Thank you for contacting us regarding your reservation at
the [redacted] [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 are requesting a refund
on your unused reservation.
Our system does not offer customers the
option of adding additional nights to the type of reservation that you booked.
When you went on and submitted another reservation, it provided you a contract
page that showed the total amount that would be billed to your credit card. We
are sorry if you made an additional reservation in error; however, our system
did not consider it to be a duplicate booking because the dates were not the
same. We are unable to offer a refund back to your credit card as
requested.
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
 
This
contract for request number [redacted] was originally initialed on 2014-07-21
00:55:12


Check-In: Fri, Jul 25, 2014



Check-Out: Sun, Jul 27, 2014



2 Nights




1 Room



>> change dates




[redacted] [redacted]



Del Valle Ave. 1829 165 Intersection Levittown, PR 00949























about |


more photos |


hotel map |


guest reviews
|


amenities






Rooftop dining, free Wi-Fi and
continental breakfasts are within a mile of the beach at the Comfort Inn &
Suites Levittown.





rooms from


$144


per night


































Choose Your Room





We've chopped booking fees at this hotel to keep
our bottom-line prices lower.





We guarantee the best possible price on this room.










$144.99


per night




--------------------------------------------


1 Queen Bed - Nonsmoking Suite
With Ocean View | + room details





Freebies: Free breakfast, free internet
in room and free parking



FREE Cancellation until 12:00 PM on Jul 24 -
See Details




















Room
Details: 1 Queen
Bed/Nonsmoking/1 Room Suite/Mid-Level Floor/Ocean View/Balcony









Summary
of Charges









For many of our hotels, you're able to pay the hotel
directly at the time of your stay rather than up-front at the time of booking.
This new flexible feature is available at the hotel you have chosen.


x close


"Pay When You Stay SM" room


This is a "Pay When You Stay" room. The hotel will bill you the amount
shown below at the time of your hotel stay.


The actual
charges for your hotel room are shown in the local currency below.











































Room Cost: (details)


avg. per room, per night




$144.99




Rooms:




1




Nights:




2




Room Subtotal:




$289.98




Taxes:
Taxes & Fees:




$27.34


We've chopped fees on this hotel.




You Pay Today:




$0




Total Priceline Charges: Total Charges:




$317.32


Best Price Guarantee on this hotel





Mandatory Hotel Fee:





$14.66


- This hotel fee is charged by
property at checkout.




Total Cost:




$331.98




*The
U.S. dollars estimates provided are based on the current exchange rate. The
hotel will determine the final total.



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]
[redacted]
[redacted]
[redacted]
 

Important
Information















































Room Description: 1 Queen Bed/Nonsmoking/1 Room Suite/Mid-Level Floor/Ocean
View/Balcony





Your reservation is for 2
nights, checking in on Fri, Jul 25, 2014 and checking out on Sun,
Jul 27, 2014 for 1 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 Thursday, July 24th (local hotel time). If you decide to cancel your
reservation anytime between noon on Thursday, July 24th and noon on Friday,
July 25th (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 (Friday, July 25th).




•


Please
note that this booking is being offered to you through our subsidiary,
Agoda.com.




Mandatory Fee: This hotel charges an additional $7.33 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.





Guarantee
Policy:




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.





Additional
Information About the Room You Selected:



Important
Information From The Hotel: You must show a valid photo ID and credit card
upon check-in.




All rooms are booked for double occupancy (i.e.
2 adults) and accommodations for more than two adults are not guaranteed.





Your
credit card will be used to guarantee the reservation. The hotel will charge
you directly for room and tax. The hotel reserves the right to authorize your
credit card prior to check-in.



Your
credit card will be used to guarantee the reservation. The hotel will charge
you directly for room and tax. If you decide not to use your hotel
reservation you must cancel it according to the cancel policy listed or you
may be subject to a no-show penalty charged by the hotel. The hotel may
require a deposit on confirmed reservations. Deposit amounts can vary from
one night to all nights of the stay or another amount required by the hotel.
If your hotel requires a deposit, they will charge the credit card provided
at time of booking. In the event they are unable to charge the applicable
deposit to the credit card provided, your reservation may be cancelled.
Please contact this property directly for their deposit policy.



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 hotel reserves the right to cancel your
reservation and may charge you a penalty.




The reservation holder must
present a valid photo ID and credit card at check-in. The credit card is
required for the mandatory fee listed above as well as any additional
hotel incidental charges such as parking, phone calls or minibar charges
which are not included in the room rate.






By continuing with
your booking, you agree you have read and accept our terms & conditions
and privacy
policy.








This contract for request
number [redacted] was originally initialed on 2014-07-21 02:30:17





Check-In:
Fri, Jul 25, 2014



Check-Out:
Tue, Jul 29, 2014



4 Nights




1 Room



>> change dates




[redacted] [redacted]



[redacted]























about |


more photos |


hotel map |


guest reviews
|


amenities






Rooftop dining, free Wi-Fi and
continental breakfasts are within a mile of the beach at the [redacted] [redacted]





rooms from


$127


per night






























Choose Your Room





We've chopped booking fees at this hotel to keep
our bottom-line prices lower.





We guarantee the best possible price on this room.










$127.74


per night






This
hotel was just booked by another customer at 12:55 AM today.





--------------------------------------------


1 Queen Bed - Nonsmoking Suite
With Ocean View | + room details





Freebies: Free breakfast, free internet
in room and free parking



FREE Cancellation until 12:00 PM on Jul 24 -
See Details




















Room
Details: 1 Queen
Bed/NonSmoking/1 Room Suite/Mid-level Floor/Ocean View/Balcony









Summary
of Charges





For many of our hotels, you're able to pay the hotel
directly at the time of your stay rather than up-front at the time of booking.
This new flexible feature is available at the hotel you have chosen.


x close


"Pay When You Stay SM" room


This is a "Pay When You Stay" room. The hotel will bill you the amount
shown below at the time of your hotel stay.


The actual
charges for your hotel room are shown in the local currency below.











































Room Cost: (details)


avg. per room, per night




$127.74




Rooms:




1




Nights:




4




Room Subtotal:




$510.96




Taxes:
Taxes & Fees:




$48.20


We've chopped fees on this hotel.




You Pay Today:




$0




Total Priceline Charges: Total Charges:




$559.16


Best Price Guarantee on this hotel





Mandatory Hotel Fee:





$29.32


- This hotel fee is charged by
property at checkout.




Total Cost:




$588.48




*The
U.S. dollars estimates provided are based on the current exchange rate. The
hotel will determine the final total.



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]
[redacted]
[redacted]
[redacted]





Important Information















































Room Description: 1 Queen Bed/NonSmoking/1 Room Suite/Mid-level Floor/Ocean
View/Balcony





Your reservation is for 4
nights, checking in on Fri, Jul 25, 2014 and checking out on Tue,
Jul 29, 2014 for 1 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 Thursday, July
24th (local hotel time). If you decide to cancel your reservation anytime
between noon on Thursday, July 24th and noon on Friday, July 25th (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 (Friday, July 25th).





•


Please
note that this booking is being offered to you through our subsidiary,
Agoda.com.




Mandatory Fee: This hotel charges an additional $7.33 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.





Guarantee
Policy:




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.





Additional
Information About the Room You Selected:



Important
Information From The Hotel: You must show a valid photo ID and credit card
upon check-in.




All rooms are booked for double occupancy (i.e.
2 adults) and accommodations for more than two adults are not guaranteed.





Your
credit card will be used to guarantee the reservation. The hotel will charge
you directly for room and tax. The hotel reserves the right to authorize your
credit card prior to check-in.



Your
credit card will be used to guarantee the reservation. The hotel will charge
you directly for room and tax. If you decide not to use your hotel
reservation you must cancel it according to the cancel policy listed or you
may be subject to a no-show penalty charged by the hotel. The hotel may require
a deposit on confirmed reservations. Deposit amounts can vary from one night
to all nights of the stay or another amount required by the hotel. If your
hotel requires a deposit, they will charge the credit card provided at time
of booking. In the event they are unable to charge the applicable deposit to
the credit card provided, your reservation may be cancelled. Please contact
this property directly for their deposit policy.



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 hotel reserves the right to cancel your
reservation and may charge you a penalty.




The reservation holder must
present a valid photo ID and credit card at check-in. The credit card is
required for the mandatory fee listed above as well as any additional
hotel incidental charges such as parking, phone calls or minibar charges
which are not included in the room rate.






By continuing with
your booking, you agree you have read and accept our terms & conditions
and privacy
policy.











CONTRACT_ID:




8090500

Complaint: [redacted]
I am rejecting this response because my account was compromised. I, [redacted], did not make this purchase.  Priceline Houle have measures set up to deal with situations like this. I should not have to pay for services I did not render.
Sincerely,
[redacted]

Dear [redacted]
 
Thank you for taking the time to contact us regarding
your reservation with [redacted] 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 are requesting a refund of one out
of two reservations that was confirmed in our website. We thank you for your
patience while we research your reservations for you. We verified that you
disputed your transaction with your credit card company and that the case would
fully close on June 15, 2016. We have been in contact with our chargeback team
and will be making attempts to resolve this issue for you.
 
Thank you for contacting us. I appreciate your patience
while we continue to work to resolve your issue.
 
Sincerely,
 
Frich A[redacted]
Executive Offices

Dear [redacted]
Thank you for taking the time to contact us regarding
your [redacted] Rent a Car reservation 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 apologize for the difficulty you encountered and hope
your aunt makes a speedy recovery. We understand you had to return the car
earlier than originally anticipated due to a medical emergency and your flight
was cancelled. We also understand you are requesting for a refund or a credit
of your unused rental day. We reviewed your request with [redacted] Rent a Car and
verified that you picked up your car on April 30, 2016 at
01:18 PM and dropped your car off on May 01, 2016 at
12:26 PM. Please note that your reservation is prepaid and in normal
circumstances, is non refundable. The rental car pricing is based on a
combination of length of stay and dates. It is possible that your original rate
would not have been accepted if the dates were changed. As a one time exception
to the policies, we will submit a refund request on your behalf in the amount
of 46.01 USD. This amount is equivalent to one rental day including taxes. The
refund request was submitted to our management team for review, and if approved,
the refund will be processed to the card you used to submit your request. Once
the refund is approved, your refund will be processed by our system within 1
business day; however, it may take up to 5 business days for your bank to post
the refund to your account.
Thank you for your patience while resolving this issue.
Sincerely,
[redacted]
Executive Offices

Dear [redacted]

size=2> 
Thank you for taking the time to contact us regarding your reservation with [redacted] Corporation for Trip Number [redacted].
 
We are writing to let you know that we have received your Revdex.com concern in our Executive Offices.
 
We understand that you were unable to pick-up your vehicle due to weather issues. We reviewed your concern and verified that you are eligible for a full refund. A refund for $107.67 was issued on February 19, 2015. Your refund has been processed through our system. If you need to check the status of your refund, please contact your bank directly to inquire about their processing time.
 
Thank you for choosing to contact us. I hope you found my email helpful.
 
Sincerely,
 
[redacted]
Executive Offices

Hello. Please see the response below we have sent to our customer regarding this rejection.
 
Dear Ms. [redacted],
 
I am writing you today regarding your hotel reservation at the [redacted].
 
We received notification that you have rejected our response to the Revdex.com. We reviewed your issue again and we have decided to make a one-time exception to cover the cost of the reservation if you want to cancel your purchase. Kindly reply to this email or call us back as soon as possible at ###-###-#### should you wish to proceed with the cancellation so we can process your full refund. The Executive Office hours are 9:00 a.m. to 8:00 p.m. Eastern Time, Monday through Sunday. You will need to enter your Trip number, which is [redacted] when you contact us.
 
Please note that the number provided above is a United States phone number, and you may incur toll charges when calling from outside the United States or Canada. Once cancelled, your refund will be processed through our system within one business day. However, you may bank post the refund to your account after a couple of business days.
 
In addition, we have shared your feedback about our area mapping to the appropriate team. For future reference, we suggest that you book through the service the allows you to choose the specific hotel during booking, or review the area map carefully if you decide to book through the service again where the hotel is revealed after purchase. This will ensure that you receive a hotel that meets your specific geographic needs.
 
We look forward to hear from you.
 
Sincerely,
 
Nico T[redacted]
Executive Offices