Priceline.com

Our records indicate that a full refund was processed for...

a total of 1848.56 USD. The refund was processed in two separate transactions that would amount to the total reservation cost (1386.42 USD and 462.14 USD).

Complaint: 9948926
I am rejecting this response because: after reviewing the policy on unused airline tickets - I was informed I could get a refund minus $200 I was informed I could use the return portion of the ticket so I would only have to pay for a one way - when I contacted the airline I was informed I could not use the return flight that the travel agency (priceline) had cancelled the entire ticket.   If the reply is correct that I received the correct information when will I receive the refund and/or will I be able to utilize the return flight?
Cynthia Cockerham

Complaint: [redacted]
I am rejecting this response because:
No, I did not say that I was charged for my request with $45, I indicated that my bid was accepted for $45 but you charged my $66 which was the daily offer price as opposed to my bided price which was $45. I understand that if I bided the $66, I will not be able to get a refund, exchange or transfer but that was not my bid, only the suggested offer, my bid offer was $45. However, I completed the reservation offer anticipating on a $45 per day rental, not a $66 per day rental as far as the summary page, all of the information was disclosed to me after I had completed my personal information anticipating on reserving the $45 per day rental.
 
After speaking to at least four of your representative regarding this matter on that very same day, one was Chad, the others were [redacted], they indicated to me that they saw where it accepted the $45 per day rental before I was charged the $66 but it was nothing that they could do about it. One of your sales representative by the name of [redacted] indicated to me that she was working from home, not onsite and that there of higher power that I could speak to and that she was the manager in charge which I feel was very unprofessional on her behalf since she was working from her home.
 
I am really trying to resolve this issue in a good way. Is there not anyway that we can come to some type of happy medium to resolve this issue such as negotiating another price where it will be both beneficial to you as a business professional and me as a customer. As a customer, I am willing to pay at least $55 per day which is a fair on both of our behalf since this rental was booked early and will not take place for another 16 days. I know that you will not be losing out on this deal do to the fact that people uses Priceline to bid on Car Rentals, Flights and Hotels on a daily basis.  I am asking in good faith that we work together on this issue to come to some type of other agreement.
 
Sincerely,
 
Thank you,
 
[redacted]

I am in receipt of the complaint initiated by the above-mentioned consumer and appreciate the opportunity to respond.
 
Upon contacting [redacted] concerning the consumer’s claim, we have been advised by [redacted] that they have no record of [redacted] charging the customer directly for a rental.
 
Therefore, we have requested additional information from the consumer concerning this claim, including the specific credit card issue that prevented her from being able to pick up the rental car on June 3, 2015, and a confirmation of the charges she received from [redacted].
Thank you for getting in touch about this. 
Sincerely,
[redacted]
Priceine.com

RevDex.com, Inc.
 
I have
received the consumer’s additional comments. 
As you requested, I have again reviewed this matter to see if we
overlooked anything that might support a more favorable conclusion. I sincerely
apologize for any inconvenience experienced by the consumer when listening to
announcements while waiting on the telephone to get through to a [redacted]
Insurance Representative, and have shared the customer’s comments with our
partner for their review. The consumer’s selected purchase is non-refundable and we are
unable to assist any further in this situation.
 
Sincerely,
[redacted]
priceline.com

RevDex.com, Inc.
We are in
receipt of the complaint initiated by the above-mentioned consumer and
appreciate the opportunity to respond.
The consumer
is requesting to  cancel the reservation
due to a change in plans.
Attached hereto is a copy of the consumer’s initialed
contract page agreeing to the non-refundable and non-changeable terms and
conditions of the purchase. Thank you for the opportunity to
clarify.



 





Sincerely,
[redacted]
Priceline.com
This
contract for request number
[redacted] was originally initialed on 2014-05-12 10:18:52

Doubletree [redacted] Downtown/City Center








[redacted]
[redacted]





Check-In: Sun, Jul 27, 2014Check-Out: Tue, Jul 29, 2014Nights: 2 NightsRooms: 1 Room


Room1: [redacted]


Room Type: 2 Queen Beds - Nonsmoking Room - Free Internet


Hotel Freebies:


Special Discount 15% off — Free internet
in room and free parking





Summary of Charges





























Room Cost:


avg. per room, per night




$80.75




Rooms:




1




Nights:




2




Room Subtotal:




$161.50




Taxes & Fees :




$27.14


We've chopped fees on this
hotel.




Total Charges:
prices are in U.S. dollars




$188.64


Best Price Guarantee on this
hotel




Mandatory
fee of is collected at the hotel.







Important
Information







































•




Room Description: 2 Queen Beds-Nonsmoking Comp Hi Speed-Sweet Dreams
Experience Bed 42 In Lcd Tv-Satellite/Showtime-Clock W/Mp3




•




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




•




Hotel Freebies Details:


Special Discount 15% off — Advance Purchase Offer Details.


Free internet in room and free
parking


Promotion
Details


Negotiated Specials may be
limited to certain dates and subject to availability.


x
close window




•




Cancel Policy: For the room
type and rate that you've selected, you are not allowed to change or cancel
your reservation. If you cancel your room, you will still be charged for
the full reservation amount.




•




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




•




Your credit card is charged the
total cost above at time of purchase. Prices and room availability are not
guaranteed until full payment is received.


Your
PayPal account is charged the total cost above at time of purchase. Prices
and room availability are not guaranteed until full payment is received.




•




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




•




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




























 

[redacted]


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

Complaint: [redacted]
I am rejecting this response because:
I cannot take one side conclusion from the business. I request a copy of the original phone record or a transcribed text version verified by an official third party. The copy must be full length of the phone call.
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,
Raj Sachar

Complaint: [redacted]
I am rejecting this response because:
The hotel rate was initially listed in USD in the website and changed to TWD on the  booking process.  Therefore it was difficult to find the hidden cost. Had I been billed  in USD, it would have been straight forward to compare the Priceline's price to that listed in other websites and to realize that additional tax and fees have been added to the already aftertax rate.  This is not fair business practice. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Getting the story right!!! I made reservation through Priceline on the phone with an employee who spoke very little English. I gave this employee my credit card number several times because I was told this is what had to done in order to find hotel near my destination. NOW I requested two handicapped rooms for guest on walkers (not hearing) anyway when I arrived I was told that I was in the [redacted]. Should be the [redacted]. (Note the booking error on Priceline) Now I did arrived at the [redacted] and was greeted by the clerk name [redacted] told me the rooms were not ready and ecplained to me that they were on upper floor. I told him that the guest with me were on walkers (note a hearing impaired hotel was not need) I also explain to him where I was going because I wanted direction and was told I was out the way. He looked at his watch and said he could cancel the reservations for me. He did. I also had others with me and he cancelled their reservation also. Now question is why I was charge and the others were not?????  Also when I arrived home I called Priceline, was told I would get a refund because they spoke with hotel and they admitted it was an error.
REVIEW THE RESERVATION FOR THE NAME “ [redacted]”. YOU SEE WHAT IM SAYING.  IM 100%  POSTIVE THAT [redacted] THE GUY AT THE FORNT DESK SAID IT WAS OK.TO CANCEL. IF HE WOULD SAID I WAS  GOIN TO BE CHARGED I WOULD HAVE STAYED TO TOOK THE TWO HOUR DRIVE TO MY DISTENATION. I BET MY LIFE ON IT. I WOULD NOT PUT MY LIFE ON THE LINE IF THIS WAS NOT TRUE. 
Sincerely,
[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. [redacted] is requesting
to cancel the reservation because she found a lower rate. We reviewed the
reservation details and confirmed when [redacted] contacted our customer care
department indicating that a lower rate was found, we were unable to verify the
lower rate. The hotel’s website was listing a total amount of $168.37, which
was higher than the amount charged by priceline. We also confirmed the hotel is
still showing a higher rate than the rate paid with priceline, so we cannot
offer to refund a difference in rate. [redacted]’s selected reservation is
non-changeable, non-refundable and non-transferable.
We
are sorry that we are unable to assist the consumer any further in this
situation.
Sincerely,
[redacted]
priceline.com

Complaint: [redacted]
I am rejecting this response because: Clearly they still lack the ability to search their records or keep track of conversations made with their employees. I had never called to confirm about a [redacted] reservation. I had called to confirm dates of travel August 30-September 1st based on a booking I was making on their website which had an error in their booking process. I had been attempting to book a hotel in [redacted] for the above dates and after inputting my credit card number and reaching the final stage of reserving and clicked the final button, their website took me back to a homepage. This prompted me to call them directly to confirm if the booking went through or not and I distinctly mentioned that I was calling for travel dates of August 30-September 1, 2014 for booking of the [redacted]o to the representative on the phone. The representative on the line then stated "yes, ma'am your reservation has gone through and the confirmation # is... " After three dates later and constant contact with the hotel to also confirm my reservation and then calling Priceline again and again the last representative then tells me "The confirmation # I was given was for the 2013 trip that had already passed at [redacted] hotel." Why would a representative give you an old confirmation # and lead you on to believe the reservation you were trying to make for the future travel had already been booked. This is lack of attention to detail and poor training of staff to lead a customer on to believing their booking had gone through. This negligence on their part has cost me the chance to rebook that hotel I spent so much time researching for where now they are sold out of rooms and also any other hotel I book from here on out the price has risen because of the delay Priceline has put me through in their misinformation of my booking already having been made for the future travel I wanted. I hope that they can evaluate this situation and realize that their at fault for costing a customer precious time and effort in booking travel of choice. Their negligence is unacceptable.
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, he did not use the rental car reservation and would like a
refund.
The consumer
states:
Desired
Settlement: “I just want my money back. I did
not use the service; I did not need the rental car. Things happened outside of
my control, ie.: the weather, and a family member showing up unannounced. I
will still agree to pay a small fee, but not the full $192.00.”
Priceline
offers a variety travel service options, including rental car reservations that
permit cancelations.
When
selecting a reservation, the consumer is provided with the details of the purchase,
including the cancel policy associated with each reservation.
In
this case the consumer selected a Name Your Own Price reservation that provided
greater savings and less flexibility.
Attached
hereto is a copy of the consumer’s initialed contract page authorizing the non-refundable,
non-changeable, terms and conditions of the purchase.
Thank you for the opportunity to clarify.
Sincerely,
N.
D’Angelo
priceline.com
This
contract for request number
1[redacted]7 was originally initialed on 2014-01-27 13:18:12






·       
4


·       
2



·       
AUTO


·       
AC


Unlimited Mileage


Compact Car


Pick Up/Drop Off:


Mcghee Tyson (TYS)
[redacted]


Pick Up Date & Time:


Tuesday, January 28, 2014 - 12:00
PM


Drop Off Date & Time:


Friday, February 07, 2014 - 12:00
PM


Rental Company:





Total Charges


10 Days at:


$14 /day


Total:


$192.40


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


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.


0



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


0



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


0



Booster Seat
For children weighing 40 to 80 lbs


Summary of Charges


Your Offer Price:


$14.00 (per day)


Total Rental Days:


10


Subtotal:


$140.00


Taxes and Fees: (details)


$52.40


Total Charges:prices are in US dollars


$192.40


(Additional payment required for the child
seats.)



Driver Information


First


MI


Last


Driver's age at pickup


25 and over
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.









Flight Information (Optional)


This will be used by the rental
car company to monitor flight delays.













What Airline are
you Flying?




Your Flight
Number:




-- choose --










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 required 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.



Initial Here:



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

I have received the consumer’s additional
comments.  As you requested, I have again
reviewed this matter to see if we overlooked anything that might support a more
favorable conclusion. Unfortunately, there is nothing we can add
to what has already been stated in our previous correspondence. Priceline clearly discloses that we will
find a room in a hotel willing to agree to your offer price in the shaded area
displayed on the priceline.com website for the consumer’s selected area(s). The [redacted], located at [redacted],
is clearly located in the
shaded area of the mapping guidelines for the area labeled [redacted].
Consumers who wish to stay in a particular property/location, i.e. on the
beach, have the option to select a hotel from our Published Price service where
consumers see a list of competitive prices across a wide range of hotels and
can choose his/her exact price and hotel, including hotels located on the
beach. I am sorry that we are unable to
assist the consumer any further in this situation.
Sincerely,
[redacted]
Priceline.com

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. We are sorry that we are unable to
assist the consumer any further in this situation.
Sincerely,
[redacted]
priceline.com

Hi. Please see the outcome of this case.
Issue: The customer rejected our response to the Revdex.com claiming that he has not received the check for reimbursement of the difference in rates plus taxi fare. The original car was not available at the counter and the customer rented a car at a higher rate and spent additional money for taxi to pick up the car at the new rental counter.
 
Resolution: [redacted]) spoke to the customer and explained that we will go ahead and reimburse the difference in rates amounting to $450.20 but we are unable to reimburse the taxi fare without a receipt. The customer has accepted the reimbursement and a refund request has been submitted.

````````````````````````````````````````````````````````````````````````````````...⇄ /> 0in 0in 0pt;" class="MsoPlainText">Dear Ms. [redacted],
Thank you for taking the time to contact us the refund of
your hotel reservation at the [redacted] Sea-tac for Trip Number 18[redacted].
We are writing to let you know that we have received your
concern in our Executive Offices.
Your refund has been processed. A refund for a total of
$89.42 was issued. Here are the details of the refund:
    Date
Issued                         Refund
Amount
   June 5,
2014                             $84.42
   June 9,
2014                                 5.00
           Total
Refund Issued          $89.42
We will issue a refund to your bank within one business
day. Your bank will then post it to your account. The bank processing time
varies so please check with them if you do not see it in your account within a
few days.
 
We apologize for the inconvenience and thank you for
giving us the opportunity to assist you!
 
Sincerely,
 
[redacted]
Executive Offices

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
I am very happy to hear from business that my issue is resolved.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I checked out of the room.    I returned the key to the front desk and stated I couldn't stay there because of the fumes in the room.    I also have documented pictures of the soiled furniture and the overall uncleanliness of the room.   The gentleman who worked the night shift informed me that they had common complaints from Priceline customers.     He also stated I should refute this charge on my credit card and I should be reimbursed.   
This hotel is proving to be lacking in honesty.    From the pictures on Priceline to the non-documentation of my check out.   People deserve a safe room( in regards to the toxic fumes) and a clean room.  
I've attached photos of the provided room.  Please compare this to the photos on Priceline.  Please note the stains on the 2 fabric chairs,  cigarette burns on the toilet, moisture issues from the ceiling and the burnt out outlets.  Also the furniture was represented on the website as much nicer.    Thinks that can't be photoed is the non functioning phone and the smell ( which caused coughing and headaches).  I can send more photos, but I reached my max allowance.  
This hotel was not fit for occupation, and their only solution offered was to inhabit the room for 24 hours and then see if they could replace me     Sincerely,[redacted]
(Disclosure.... Pictures would not upload.    I can resend, but I can't send photos with them)

Dear [redacted]
 
Thank you for contacting us regarding your reservation
with [redacted] booked under Trip Number [redacted]
class="MsoPlainText"> 
We are writing to let you know that we have received your
Revdex.com concerns in our Executive Offices. We understand you no longer need your
rental car reservation and with to receive a full refund.
 
Prior to submitting your request we provided you with the
terms and conditions associated with both your airline ticket and rental car
reservation. We stated that even if the rental is not used, it is
non-refundable, non-transferable and non-changeable. We are sorry if your plans
changed; however, we are truly unable to issue 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,
 
Teddi C[redacted]
Executive Offices