Priceline.com

Complaint: [redacted]
I am rejecting this response because:
Hello [redacted]
As per my phone call yesterday, I am looking to speak with [redacted] or a higher level member of the Priceline Executive Team directly as there are a number of inconsistencies with what
Priceline advertised for this vacation package and what I received.
Regarding asking the front desk for a different room, I did that on August 14th and August 15th. On August 14th, I was told only other handicapped rooms were available. On August 15th, I was told the only rooms available were handicapped ones or a double bed which would be an additional fee.
Some of my top concerns about this vacation package:
The rental car front seats are stained when I picked the car up on 08/13.
The hotel room I was given when I checked in on 08/13 is a handicapped room, so the layout in situated with essential items--like the shower head--being a foot lower than needed for a person without a handicap. I made no request on Priceline or through the hotel for a handicapped access room.
The hotel bath linen had hair and some dark brown spots and black spots on them when I returned to my room on 08/14.
Th shower in my room had hair in it when I returned on 08/14.
There was a roach outside of the hotel when I returned on 08/15.
This is the second time this has happened with Priceline where what I reserved in no way matched what was advertised. I have already called in five times and recorded the most recent call I placed to Priceline's Executive Team. On that call, I was told by the representative, "I blame these problems on you, [redacted]." Therefore, I need to speak to someone at a higher level on the Executive Team.
Sincerely,
[redacted]

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, she understood that the $11
charge was a confirmation deposit for a rental car, and did not select or authorize
the purchase of [redacted] insurance at $11 for the one day rental
car purchase.
We are sorry that the consumer did not intend to purchase [redacted] insurance. Our record indicates that the consumer selected the [redacted] option,
and the $11 fee was disclosed on the consumer’s contract page in the summary of
charges.
Attached hereto is a copy of the consumer’s contract page
authorizing the purchase of
of [redacted] insurance at $11 per day.
We appreciate the opportunity to clarify.
 
Sincerely,
[redacted]
priceline.com
Dear
priceline.com Customer,
You contacted priceline.com requesting information about one of your trips.
This link has been provided to you so that you can view the Contract Page you
were presented when you were submitting Trip [redacted]. Just click on the
link, or if that doesn't work, please copy and paste the entire link into your
browser.
[redacted]
Note that in order to view the page referenced by the link above, you may need
to have [redacted] installed. If you are unable to view the above page, you
can download [redacted] from [redacted] .
Please do not reply to this e-mail as it will not reach customer service. If
you have any further questions please visit the Help section of our website.
Sincerely,
priceline.com Customer Service Team

I have received the consumer’s additional comments alleging the
following:
“Priceline did a bait and switch for my hotel reservation. They said that there was no "hotel fee" on my reservation,
but the actual hotel shows that there is a fee of $15 per day as well as $25
per day parking. That was not in the offer or acceptance”
Attached hereto, is a copy of the consumer’s contract page clearly
disclosing that the resort fees and parking charges are not included in your
offer price.
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.
This
checkout page for trip number 4[redacted]0 was submitted on 2016-02-21 22:21:05
Please Review Your
Request


3 Star Upscale Hotel  
Which hotel will I get?


Check-In Date:


Sunday, March 20,
2016


Check-Out Date:


Friday, March 25,
2016


Region


Honolulu, HI


City Areas:


Ala Wai - Central Waikiki Beach
Downtown Honolulu
Waialae - Kahala
Waikiki Beach
Waikiki Beach Marina - Ala Moana
Waikiki Beach South - Diamond Head


Check-In Time:


Varies by hotel. Guaranteed late
night arrival if needed.


Check-Out Time:


Check-out times vary by hotel


Room 1:


[redacted]


Number of Rooms:


1


Number of Nights:


5









Offer Price Per Room, Per Night:


US$ 110.00



Travel
Insurance:


US$
25.00




Subtotal:


US$ 550.00



Taxes and Service Fees:


US$ 104.00



Priceline Hotel Coupon:


-US$ 0.00



Total Room Charges*:


US$ 654.00



Apply Coupon


Hotel Fee:


US$ 62.50




Total Cost*:


US$ 716.50


Have a coupon code? Apply 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 USD25.00 per room per night. Details.





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.
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.

Complaint: [redacted]
I am rejecting this response because:
I contacted Priceline the night of 11/24, so according to their response, my reservation should have been cancelled then. My phone records would show this call. Instead, I was told they couldn't do anything without speaking with the hotel manager at 7 AM the following morning. Additional phone calls only netted me the response that my request had been elevated.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because once again, this is not a response at all.  The made an enormous error and now they're hoping that I will just forget about it and move on.  I have still not been contacted by management as promised on October 31st that I would hear from them within 5 business days.  This is by far the worst customer service I have ever received.  The issue I have lies with Priceline.com, not the hotel that PRICELINE calls a 3*. 
I have asked on SEVERAL occasions for an explanation as to how the refund of $223 turned into another charge of 80.26. And then how the refund of both turned into needing to make 3-4 separate transactions.  No one has explained anything.  No one has apologized for the grief they have caused me.  
Once again I reiterate, as a bureau that offers Priceline.com a A+ rating, I would highly suggest you look at this more closely, as in this case particularly, the response received is not one of explanation, reason, nor compassion. 
They are not offering me anything. No explanation, no apology, no ANYTHING.  This is not a resoloution at all.  It's just them hoping I will forget about it and move on.  Sorry Priceline, no can do.  You have danced around this too long. 
Regards,
[redacted]

RevDex.com, Inc.
We have received the consumer’s additional comments.  As you requested, we have again reviewed this
matter to see if we overlooked anything that might support a more favorable
conclusion. Unfortunately, there is nothing we can add to what has already been
stated in our previous correspondence.
According to the consumer:
“I never agreed to actually rent the car, I just went through the
process of negotiating.”
Attached hereto is a copy of the
consumer’s initialed contract page authorizing the non-refundable,
non-changeable terms and conditions of the purchase. We are sorry that we are unable
to assist the consumer any further in this situation.
 
Sincerely,
[redacted]
Priceline.com

Hello,
I was emailing you to let you know that Priceline had stated they will be issuing me a refund about one hour after I received your email.
I have forwarded you their response. I appreciate your time in working...

with me in this case.
Ernestina Maestas

Our record indicates that a refund in the amount of $44.46 was processed back to the same card that
was used to...

place the request.

RevDex.com, Inc.
We have received the
consumer’s additional comments.   
Our Fraud Department has carefully
investigated this matter.
Please note that the customer,
and the passenger name listed in the reservation, [redacted], is not
the credit card holder.
The customer provided different
emails, different credit card numbers, different telephone contacts, as well as
different addresses that did not match with the [redacted] Accounts she
provided, and upon investigating the matter, we could not reach [redacted] at the telephone numbers she provided.
 
Additionally, this consumer
had 8 rejections for credit card restraint on the previous three separate credit
cards she was using.
We are unable to assist the
consumer any further.
Sincerely,
[redacted]
priceline.com

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]

Revdex.com, Inc.
New Roman">
Priceline.com does not have access to Choose a Room
purchases.
We suggest that the Bureau/Consumer contact Choose a Room.com
directly for any assistance relating to the referenced purchase.
 
The Bureau/Consumer may contact:
 Mr. [redacted]
 Email address:   [redacted]
 
 Sincerely,
**  [redacted]
Priceline.com

Complaint: [redacted]
I am rejecting this response because:1.  As I stated earlier, [redacted] properties in general are in no way equivalent to the other 2 star properties used in example.  They are more on par with [redacted] and [redacted], which are listed as 1 star hotels on Priceline.
 
2.  The definition of a 2 star hotel on Priceline's website is as follows:   All of our 2 star hotels are name-brand and independent hotels which will provide your everyday amenities and services, along with clean and comfortable accommodations.  Let's take a look at some of the verified customer reviews on Priceline's own website for the hotel in question, [redacted].  7/7/14 - I didn't like it at all.  5/27/14 - Over priced, unclean, out dated.  5/12/14 - Very dated and tired looking. Beds were not comfortable and air conditioning smelled. Breakfast was a joke.  4/2/14 - Well...I found a crack pipe under the mattress..maybe the staff just needs to really inspect the rooms after checkout. 3/29/14 -  It's an old mom-pop motel bought by [redacted], and not up to the quality I'm used to at [redacted]. No refrigerator, no microwave.  3/2/14 -  Priceline should be more careful in ensuring that a hotel rating matches it's condition. I trust you and, I believe you know if a hotel meets the basic standard of cleanliness and fixtures.   I feel you owe me money. This was no 2-star hotel. Very dirty room, we had to keep our shoes on. The bathtub was so rusty and looked so worn out we did not shower. Water fawcett broken. Ccords and outlets dirty and sticky. 12/19/13 - Looked very presentable from the outside. The beds were hard and lumpy. I would never use this [redacted] on Gulf to Bay again. When we went to front desk it was like Oh Sorry! We'll let the cleaning crew know. It was like they knew they had our money from booking on line and they didn't care. Won't stay there again. We've stayed at various [redacted]. This by far was the worse. Dried blood on the sheets. No cups for the coffee in room. Looks like it hadn't been dusted for a few weeks. Dust all over the TV and Mirror. Hot water for shower didn't work had to call.   Clearly, if Priceline still insists it "stands by its rating for this hotel" as stated by the customer service specialist, then Priceline has not done any due diligence to ensure the property is living up to its professed accommodations.  All you'd have to do is read your own customer complaints to see the property is not worthy of a 2 star rating.  And yet, even when pointed out, you choose to "stand by your rating".  That is false advertising.  It is also a poor way of treating your customers.
I want my money back.  I am leaving in less than a week and need to make alternate plans as soon as possible.  Do the right thing and refund my $714.
Sincerely,
[redacted]

Dear Mr. [redacted],
Roman">
 
We are contacting you today regarding your reservation at
the [redacted] Original for Trip Number [redacted].
 
We are writing to let you know that we received your
Revdex.com concern in our Executive Offices. We apologize that you
were unhappy with your hotel accommodations. We evaluate each participating
hotel on many different criteria, including cleanliness, guest satisfaction,
decor, etc. We are sorry to hear that your hotel fell short of this expectation
during your stay. We appreciate your feedback and contacted the appropriate representatives
at the hotel to share your concerns.
 
[redacted], Manager at the hotel advised that they had
the room checked for any bed bugs and the results were negative. Mr. [redacted] also advised that he sent email to your email address at:  [redacted].
However, the email came back as an invalid address. Mr. [redacted] advised that he
replied to the review posted on TripAdvisor, and also provided his direct contact.
 
As a gesture of goodwill, the hotel offered to refund a one
night fee for your reservation in the amount of $195.31. This refund was
proceed by the hotel today, April 15, 2015.
Your bank will  post this refund to your account.
 
We apologize for any inconvenience and thank you for
giving us the opportunity to assist you.
 
Sincerely,
 
[redacted]
Executive Offices

Complaint: [redacted]
I am rejecting this response because:
Customer ratings have nothing to do with the star level (and besides, most are complimentary of the location, which is indeed excellent). At least here, it is listed as a 3-star hotel. As mentioned earlier, it does not have the amenities of a 4-star hotel.https://www.google.com/search?site=&source=hp&ei=qbmoVr7fCMG2-AG2p...⇄ /> Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I did not change or ask for a refund of my original tickets.  I do not feel that I should have to incur further expenses do to the tickets being cancelled /changed without my consent or knowledge.   I would like to be issued 4 round trip tickets from [redacted]  ** to [redacted] ,**  for this inconvenience. 
Sincerely,
[redacted]

Dear [redacted],
We are sorry to know that you are unhappy with the cancellation...

penalty for
cancelling your hotel reservation in River Grove.
The cancellation fee offsets charges directly related to the cancellation of
reservations. The fee amount is consistent with the change penalties imposed by
the travel partners themselves and was summarized during the request process.
When you purchased the reservation, you indicated that you agreed to abide by
these terms and conditions as listed on the contact page prior to purchase. For
future reference, a copy of the contract page has been sent in a separate
e-mail.
We apologize for the inconvenience caused to you.
Sincerely,
[redacted]
Customer Service Specialist
[redacted]
Dear [redacted],
We have received all of your emails.
We apologize if you are dissatisfied with our policies and service. Customers
are our number one priority, and we work hard to make your experience with us a
positive one. Our policies are also modeled upon the same options allowed by
our travel partners and are consistent with agreements which allow us to offer
low rates.
Moreover, we have reviewed your issue again to confirm that we did not overlook
anything that might support a more favorable resolution. There is nothing we
can add to what has already been stated in our previous correspondence.
Although we empathize with your situation, we are truly unable to assist you
further in this matter.
Sincerely,
[redacted]
Customer Service Specialist
This contract for request number [redacted] was originally initialed on 2014-06-01
02:32:30

[redacted] Chicago Rosemont








3160 North River Road
River Grove, IL 60171





Check-In: Sun, Jun 1, 2014Check-Out: Mon, Jun 2, 2014Nights: 1 NightsRooms: 1 Room


Room1: [redacted]


Room Type: 1 King Bed - Smoking Room - Free Breakfast, Free Wifi,
Fridge


Hotel Freebies:


Free breakfast and free internet
in room





Summary of Charges





























Room Cost:


avg. per room, per night




$69.99




Rooms:




1




Nights:




1




Room Subtotal:




$69.99




Taxes & Fees :




$7.27


We've chopped fees on this
hotel.




Total Charges:
prices are in U.S. dollars




$77.26


Best Price Guarantee on this
hotel




Mandatory
fee of is collected at the hotel.







Important Information







































•




Room Description: 1 King Bed Smoking Room With Free Breakfast, Free
Wi-Fi, Refrigerator And Coffee Maker




•




Rate Description: Websaver - Full pre-payment required upon booking




•




Hotel Freebies Details:


Free breakfast and free internet
in room




•




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 Saturday, May 31st (local hotel time). If you decide to cancel your
reservation anytime between noon on Saturday, May 31st and noon on Sunday,
June 1st (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 (Sunday, June 1st).




•




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.




























Initial Here:








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

I am in receipt of the...

complaint initiated by the
above-mentioned consumer and appreciate the opportunity to respond.
 
Attached hereto is a copy of the consumer’s initialed contract
page authorizing the purchase of airline tickets at the offer
price of $465 per ticket including taxes/fees. This offer/disclosure is presented
prior to purchase, and does not include a rental car.
 




$465

If you can raise your offer price we can get you tickets for $465 per
ticket including taxes and fees.

 








Please note: Due to constant changes in rental
car availability, we are not able to offer a rental car for this trip. The
option below does not include a rental car.

 
 
Once
again, thank you for getting in touch about this.







Sincerely,
[redacted]
priceline.com
 
 
This contract for request number [redacted] was originally initialled on Thu Jul
30 19:55:57 EDT 2015
$500 Baggage and Personal Effects reimburses for lost personal
effects as well as checked baggage throughout your trip.
$50,000 Emergency Evacuation coverage pays for the cost of medical
transportation to the nearest medical facility and/or to your home in the event
a serious medical situation requires an evacuation.
$1,500 Medical Expense Coverage
$10,000 Travel Accident Protection
24/7 Hour Live Travel Assistance A real 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.

We Found a Great Deal for You






Please note: Due to constant changes in rental
car availability, we are not able to offer a rental car for this trip. The
option below does not include a rental car.

 







$465

If you can raise your offer price we can get you
tickets for $465 per ticket including taxes and fees.

 






























Departing Flight Information - Tuesday, August 11, 2015



From:[redacted]

To:[redacted]

0-1 Connections
Depart between6am-10pm
Jet Aircraft

Returning Flight Information - Friday, August 21, 2015



From:[redacted]

To:[redacted]

0-1 Connections
Depart between6am-10pm
Jet Aircraft

 















Passenger Information

[redacted]

[redacted] (under 18)

[redacted]

Summary of Charges































Airline Ticket Offer
Price:

$410.52 per ticket

Govt Taxes, Airline Fees and Agent Fees:

$55.05 per ticket

Airline Ticket Trip
Protection:

$0.00 Declined+ Add now Recommended!

Number of Tickets:

3

Airline Ticket
Delivery:

$0.00 (Electronic
Ticket)

Airfare Subtotal:

$1,396.71

Total Trip Cost:
(All prices are in US dollars)

$1,396.71

Baggage fees
are not included in your trip cost.

Important Information


























•

Your airline tickets are
non-refundable, non-transferable and non-changeable.

•

Your tickets will be round-trip,
coach class tickets issued on one of Priceline's partner airlines. You must fly on
the flights assigned to you. Upgrades and standbys are not available and if
any part of the ticket is unused it has no value after ticketed departure time.

•

Name Your Own Price tickets
issued through Priceline are not eligible for frequent flyer miles.
Priceline customers are protected by the same airline regulations extended to all
passengers, including protection against overbookings and baggage loss.

•

If we find an airline that
accepts your price, we'll immediately purchase your tickets using the
payment information you provided.

•

You will be issued electronic
tickets. Remember to bring a valid government-issued photo ID with you to check-in. Photo ID must match the passenger
name provided.



Once you click "Buy My Tickets Now" below, we'll
immediately purchase your tickets using the payment information you provided to
us. In most cases, your complete flight itinerary will be ready for you in
seconds. Remember, these tickets cannot be cancelled, transferred or changed.





Initial Here:






**
 

I have read, accept and agree to
abide by Priceline.com's terms
and conditions and privacy policy.

Please note: If you are ready to purchase, please select
"Buy My Tickets Now". Due to constantly changing airline inventory,
ticket availability is not guaranteed. You will be charged only upon a
successful booking. Click
here to try your Priceline request again.

Complaint: [redacted]
I am rejecting this response because:
I have two orders.  The two orders are the same, but the contact page are different, so I have question and contact with your online service. But your service askes me to contact with [redacted].com myself and didn't mention that one of the ordre is booked by the other compay. So the [redacted].com said they did not book two rooms for me  ,but only one room.And I also call the hotel,and they did not find my friends name.  So I think one of the order is unsuccessful.    So I booked it in the same hotel and the same day  from other company,  and the hotel  reservation record  is by another company.  I booked one extra room only because the service did not mention the difference of two orders, and did not mention the second company,only ask me to contact [redacted].com myself.  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
 
In a normal transaction with Priceline, the desired amenities can be selected and upon seeing the hotel selection, I can call to get those "Petfees" upfront before booking....  In the "Name your own Price" product, I am blindly naming a price, with the expectation of  that being a final price.... The deception here, Priceline doesn't allow Amenity selection in the "Name your own Price" product and likewise I cannot be expected to be subjected to... what adds up to bait & switch.... IE agreement to a discounted rate only to gouge the consumer on the back end to make the agreed & contracted price false...  Additionally, "Pet Fees" are not specifically listed and given Priceline already knows these Fees, they should inform the consumer of these added costs that will be tied to the price... That way the total cost is known upfront... 
Sincerely,
[redacted]

Dear Ms. [redacted],
Roman">
 
Thank you for taking the time to contact us regarding
your reservation
with [redacted] Rent a Car 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
intended to book a reservation for a full size car and
not a premium. We
have reviewed your record and verified that the reservation
booked is
what was requested during the booking process. Our
records indicate you
submitted an offer price of $20 per day for a premium
car.
 
Prior to submitting the request, we have presented you
with a Contract
Page to review and initial. The contract allowed you an
opportunity to
review the details of your request. It has the the
information of the
car class, the offer price, the billing information, as
well as, the
terms and conditions of the booking. We are sorry;
however, the
reservation you purchased is restricted. This cannot be
changed,
cancelled or refunded.
 
For your reference, a copy of the contract page has been
sent in a
separate email.
 
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