Stahl Construction Company

I have received the
consumer’s additional comments.  As you requested, we have again reviewed
this matter. Attached hereto is a copy of the consumer’s initialed contract
page authorizing the terms and conditions of purchase. Rental cars are non-refundable, non-transferable and
non-changeable even if the reservation is not used. We are sorry that we are unable to assist any further
in this situation.
Sincerely,
N. D[redacted]
Executive Offices
This
checkout page for trip number [redacted]47 was submitted on 2016-03-15 13:37:19







·      
4
·      
2

·      
AUTO
·      
AC
Unlimited Mileage
Economy Car with Unlimited Mileage

Pick-up: Washington Dulles Intl Airport (IAD) Washington
Drop-off: Washington Dulles Intl Airport (IAD) Washington
Pick-up Date & Time: Monday, March 28, 2016, 11:00 AM
Drop-off Date & Time: Sunday, April 03, 2016, 06:00 PM
Rental Car Company: Total Charges
7 Days at: $23 /day



Total:$216.80

Add Collision Damage
Coverage
Get Collision Damage protection now! Purchasing at time of
booking is almost always less expensive than waiting to purchase coverage at
the counter. See additional
information
·       $35,000 in Primary Coverage so you won't need to file a
claim with your regular insurance
·       Includes cost of repairs for collision or damage to a
rental car
·       Allows for cancellation with 100% refund up until
requested pickup time

Yes,
I'd like to purchase collision damage coverage for $11.00 per day.**For
customers with a New York State billing address the fee will be $9 per day
No
thanks. I prefer to decline coverage.
Summary of Charges
Your Price Per Day:
$23 (per day)
Total Rental Days:
7
Subtotal:
$161
Taxes and Fees: (details)
$55.80
Collision
Damage Coverage:
$77 (7 x $11.00)
Total Charges:
$293.80 $216.80
Best Price Guaranteed
Prices are in US dollars.


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.








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

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 you
purchase collision damage coverage with this rental car reservation, you will
be charged now for the coverage. Cancellations with 100% refund will be
permitted for Collision Damage Coverage until your scheduled pick-up time.
·      
If your
request is successful, Priceline will immediately lock in your reservation
and charge your form of payment. If your reservation is not successfully booked,
you will not be charged. If the Collision Damage Insurance is not accepted
for any reason, we will charge your form of payment only for the cost of the
car.
·      
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
reservation 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.
·      
You are
guaranteed a car from one of the following major rental car companies: Alamo,
[redacted], Budget, Hertz, National or Sixt.
·      
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.
·      
Prices
are not guaranteed until booking is completed.
·      
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.

Initial Here:

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

Thank you for taking the time to contact us regarding your hotel reservation at the [redacted] Myrtle Beach for Trip Number [redacted].   I am writing to let you know that we have received your Revdex.com concern in our Executive Offices.   

Thank you for taking the time to contact us regarding your hotel reservation at the [redacted] Myrtle Beach for Trip Number [redacted].   We understand that you are not happy with this policy and we really wish that we could give you the resolution that you are looking for; however, your reservation is truly non-changeable and non-refundable.   We work really hard to avoid any confusion when customers use our website. In order to book a reservation, we require that you review your reservation details, including the Summary of Charges and the terms and conditions, prior to entering your billing information. In this instance, our records show that the information was reviewed and the request was submitted for booking. By submitting your request, you indicated that you have read, understood and agree to the terms and conditions stipulated, and all information entered is correct.   Our apologies that we are unable to provide the refund you are seeking.   Sincerely,   [redacted] Executive Offices

Complaint: [redacted]
I am rejecting this response because:I believe an honest mistake should be forgiven, Im very dissapointed  we dont have extra money to waste and Im hoping that your business will count that to issue me a refund and we will continue to become a priceline customer!
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Toilet seat was Never Changed  (Please view all pictures) [redacted]s from Corporate Priceline Executive Offices received this information and did not resolve.·         Guaranteed 2 star hotel.·         1 room - toilet seat had yellow ring on inside of toilet and chipped paint which works great in collecting feces and pee.  Toilet seats are $5 and was never replaced.  We stayed their 2 nights unacceptable.  Used the other rooms bathroom and [redacted] to use bathroom (Please view all pictures).·          1 room's bathroom was used for both rooms.  Other room was constantly bothered to use their bathroom.  Both rooms were suppose to have their own privacy.  ·         Both rooms missing: various towels, ice bucket liners and all Pillow cases (which showed us the stains on the pillow cases (stained).·         Based off of Priceline criteria:  Cleanliness, guest satisfaction, and décor were all Failed (details below).·         Rm [redacted] had a weird wet smell when we entered it, probably mold.·         Priceline  was informed on day1, day 2 and after the trip all by chat.  We got the missing items ourselves and Priceline never did resolve the toilet issue, which was a huge problem. A full refund needs to be given.  Details:  ( All 3 levels of Pricelines criteria was a Fail)Cleanliness -toilet seat had yellow ring on inside of toilet and chipped paint which works great in collecting feces and pee.  Toilet seats are $5 and was never replaced.  We stayed their 2 nights unacceptable.  Used the other room bathroom and [redacted] to use bathroom (Please view all 7 pictures).Guest Satisfaction - We retrieved the towels, and liners on our own by going downstairs and the staff person seemed annoyed after the 2nd visit of us telling him of missing items, pillow cases, towels and bucket liners (Fail).Décor - Bedroom 322 had a weird wet smell when we entered the room (probably mold) and in both rooms the pillow cases were missing so we saw the stains on the pillows gross, both rooms bucket liners missing, both room various towels missing and lets not forget the Nasty paint chipped pee ring toilet that has collected God only knows how many germs and feces in 1 of the rooms (Fail).  We were GUARANTEED a 2 star hotel.  Using the bathroom is an amenity that a 1 star would have.  Having to share your bathroom with another room is also a FAIL.  All of this was told to you through the various chats during and after the vacation.    Again, nothing done on your part (priceline).   We got the missing items ourselves by going downstairs and retrieving them.  I spent a good amount of time on the chat trying to resolve issue on first day, 2nd day and after the trip, which neither the hotel nor priceline fixed.  Never switched us rooms or Changed the toilet seat.  Very unacceptable.  Again, 1 bathroom for 2 rooms and also trips to [redacted] to use restroom is ridiculous.  Pictures were taken.  Please view all pictures.  Would you sit there?  During our Vacation I had to deal with this and even now.  Still dealing with this.  I've used priceline before and have never been as disappointed as I am now.  Very disappointed.   Please help resolve.
Sincerely,
[redacted]

Dear Ms. [redacted],
Thank you for taking the time to contact us regarding your reservation with [redacted] for Trip Number [redacted].
I am writing to let you know that we received your Revdex.com concern in our Executive Offices. As I understand, you are requesting a full...

refund due to denied boarding by the airline for improper travel documentation.
Please note that our ability to exchange or refund the ticket(s), is based on the fare rules associated with your reservation. Fare rules are established and governed by the airline and we, as a travel agency, are bound to abide by these fare rules.
On your behalf, we have reached out to [redacted] regarding your issue, and they advised that a refund less a 300.00 USD cancelation fee applies for your ticket purchase.
Our Air Travel Services Department sent you email on January 2, 2016, with information on how you can contact [redacted] so that they can assist you with the refund process.
I am sorry we did not provide you the answers you were looking for and thank you for your time.
Sincerely,
Berna A[redacted]
Executive Offices

I will never do business with Priceline again and will be telling everybody that I know about your terrible response.  You can hide behind some technical jargon, but this was not explicit at ALL.  I would expect a 2.5 star hotel you listed to be able to get a non-smoking room.  Your response is a joke and ridiculous.  I did not see ANY options to get a non-smoking room on your website and you are pretty much lying if you think this was explicit.  No it wasn't.  How does it feel to be hired by a company and then have to turn around and screw people over.  If I were you I would quit and work for a more ethical company.  I have never been treated this badly by the hospitality industry in my life.  
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  this was not clearly stated that the charge card would be charged. As I had previously stated which you seem to ignore is that the charge number was placed to verify that the car rental would accept the charge card. I had contacted my bank who  initially returned my money but charged it after failed deliberation with your company. How can a company be conducted if they do not accept mail service as I had attempted to process a letter for your appearance in conciliation court. It appears that your organization does not like any retaliation in attempts to reverse the charges. How can a company charge for services not provided?  These are questions your organization business seems to neglect in providing what should be better business 
Sincerely,
[redacted]

We are writing to let you know that we have received your Revdex.com concern in our Executive Offices. As we understand, you would like to change or cancel the reservation because the hotel you received is not comparable to the listed samples on our website.   We checked our...

records and verified that the hotel is rated consistently as a 3.5 star property and we stand behind these hotel ratings. We assess each property on many different criteria, including cleanliness, guest satisfaction, decor, etc. and our hotel ratings are actually stricter than other national rating companies.   We provide hotel chain examples for illustration of what you may expect when choosing a star level. We do indicate that the brands shown are only examples and may not be a part of our program. Every hotel is different and not all hotels within a certain chain have the same star level rating.   The reservation that you purchased is truly restricted which is non-changeable, non-cancelable and non-refundable. We apologize; however, we are unable to change or cancel your reservation.   We apologize for the inconvenience and thank you for your time.   Sincerely, [redacted] Executive Offices

I am sorry that the consumer was unaware that he/she selected a non-refundable
Name Your Own Price purchase.
Attached hereto is a copy of the consumer’s initialed
contract page authorizing the non-refundable, non-changeable terms conditions
of the purchase.
 
On each
consumers’...

Name Your Own Price contract page, (including the contract page in
question), we clearly and conspicuously place the cancel policy disclosure
labeled under Important Information.
Important Information
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.
We are sorry that the consumer’s selected purchase is non-refundable
and non-changeable.
Sincerely,
[redacted]
Priceline.com
 



This
checkout page for trip number [redacted] was submitted on 2015-06-08 11:49:45



Please Review Your Request3 Star Upscale HotelWhich hotel will I get?Check-In Date:Sunday, June 14, 2015Check-Out Date:Wednesday, June 17, 2015Region[redacted]City Areas:[redacted]Check-In Time:Varies by hotel. Guaranteed late night arrival if needed.Check-Out Time:Check-out times vary by hotelRoom 1:[redacted]Number of Rooms:1Guaranteed Amenities:Indoor or Outdoor Pool, Guest Score 8/10 or HigherNumber of Nights:3Offer Price Per Room, Per Night:US$ 60.00Subtotal:US$ 180.00Taxes and Service Fees:US$ 33.15Total Charges*:US$ 213.15Have a coupon code?  Apply Coupon*Prices are in US dollars.We Recommend Trip ProtectionLife is uncertain...plan for the unexpected.Get up to 100% Trip Cancellation and Trip Interruption Protection and much more.View Details >>Yes! I'd like to purchase Trip Protection for USD5.00 per room, per night. Terms and ConditionsNo, thanks. I prefer to travel without Trip Protection.Important InformationAll 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.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.

Complaint: 1[redacted]
I am rejecting this response because:  This is foolishness. I have just replied last week with all of this information and now I am going in circles with you through Revdex.com communications and it is just as though I am being played off. So please, just know I AM DISPLEASED WITH YOUR SERVICE AND DON'T INTEND TO USE OR RECOMMEND YOU AGAIN.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Priceline.com provided me false and misleading  information when I was doing research to book a hotel. This false information influenced my decision  to book the hotel, but disappeared after I booked. The false information showed that the hotel's guest rating was much higher than it actually was. Priceline.com refuses to acknowledge that this information was showing and states that because it was not shown to have the high guest rating in the contract page then they are not responsible. I believe that whether the website of priceline.com had a glitch or it was purposely placing misleading information, I deserve a refund or credit. In addition to the initial complaint, the hotel I received was out of hot water and I was unable to even get a hot shower when checking out of the hotel in the morning following my stay overnight. Priceline.com has failed to explain why the information  I saw about the guest rating of my hotel being higher than what I received was posted. They have not detailed why this occurs. I do not consider this complaint settled and reject the response  from priceline.com.
Sincerely,
[redacted]

According to the consumer, the [redacted] hotel is located outside the selected
area.
The consumer selected Priceline's Name Your Own
Price service for a property located in one of the following areas:




City Areas:
[redacted]...

[redacted]

Priceline clearly discloses that we will find a
room in the shaded area displayed on the priceline.com website for the
consumer's selected area(s). The [redacted]
located at [redacted] is located in the shaded area of the mapping
guidelines for the area labeled [redacted] - [redacted]
Consumers who prefer to stay in a particular
location or particular property have the option to visit our Published Price
service, and choose his/her preferred hotel and location from a list of
competitive prices across a wide range of hotels.
Attached hereto is a copy of the consumer’s initialed
contract page agreeing to the non-refundable terms and conditions of the selected
purchase, as well as the trip protection coverage.
 
Trip Protection does not protect you in the event of
unforeseen business or personal obligations, changes in your travel plans after
your offer is accepted or dissatisfaction with your itinerary.
 
 
100% Trip Cancellation and Trip
Interruption Protection reimburses
for cancellations due to unforeseen illness of traveler, family members and
traveling companions, death in the family, job loss, natural disaster at
departure or destination city or other specified events.
 
View Description of Coverage
BerkelyCare Trip Protection
Description of Coverage can be found on the
FAQ section of the priceline.com website as well as the consumer’s contract
page. [redacted] About Your Travel Insurance - If you have questions or concerns
regarding Travel Insurance for this trip please email BerkelyCare at [redacted] or call toll-free [redacted] for international callers).
·       
To request claim forms,
please visit [redacted]. You may also email or call BerkelyCare using the contact
information above. If emailing, please include your Request Number, your name,
your address, your phone number, and the type of claim form you need (e.g. Trip
Cancellation).
We are sorry that the consumer’s selected
reservation is non-refundable and we are unable to assist any further and we appreciate the opportunity to clarify.
 
Sincerely,
 
[redacted]
Priceline.com
 
 
 
This checkout
page for trip number
27481924349 was submitted on 2015-04-10 13:25:15



Please
Review Your Request

















































4 Star Deluxe Hotel




















Which hotel will I get?

Check-In Date:

Saturday, April
11, 2015

Check-Out Date:

Sunday, April 12,
2015

Region

Orange County, CA

City Areas:

Dana Point - San Juan Capistrano
Laguna Beach
[redacted] - Huntington Beach
Seal Beach - Sunset Beach

Check-In Time:

Varies by hotel. Guaranteed late
night arrival if needed.

Check-Out Time:

Check-out times vary by hotel

Room 1:

Rhonda Kalasho

Number of Rooms:

1

Guaranteed Amenities:

Guest Score 7/10 or Higher

Number of Nights:

1











 





































Offer Price Per Room, Per Night:

US$ 120.00

Travel
Insurance:


US$
5.00






Subtotal:

US$ 120.00

Taxes and Service Fees:

US$ 24.19

Priceline Hotel Coupon:


-US$ 0.00





Total Room Charges*:

US$ 144.19

Apply Coupon

Hotel Fee:

US$ 23.00

Total Cost*:

US$ 167.19

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
Life is uncertain...plan for the
unexpected.
Get up to 100% Trip Cancellation and Trip Interruption Protection and
much more.
View Details >>
·100% Trip
Cancellation and Trip Interruption Protection reimburses for cancellations
due to unforeseen illness of traveler, family members and traveling
companions, death in the family, job loss or other specified events.
·24/7 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.


Yes! I'd like to purchase Trip Protection for USD5.00
per room, per night. Terms and Conditions
No, thanks.
I prefer to travel without Trip Protection.
Important Information
All rooms will accommodate up to 2 adults. Requests for bed
types (King, Queen, 2 Doubles, etc.) or other special needs (including preferences for
smoking or non-smoking rooms) should be requested through your confirmed
hotel and cannot be guaranteed.
Reservation is guaranteed for arrival on the confirmed
check-in date only. If you do not check-in on the
first day of your reservation and you do not alert the hotel in advance, the
remaining portion of your reservation will be canceled and you will not be
entitled to a refund.
If priceline accepts your price, priceline will book your
reservation in a property with an equal or higher star level than you
requested. Please note it is possible that the hotel you are booked in could
be a Resort, which will meet or exceed the minimum qualifications of the star
level you initially requested. The hotel that is selected may or may not be
one that you have seen during a hotel search on priceline. Any sorting or
filtering options previously used will not apply to this Name Your Own Price
request. Priceline will immediately charge your credit card the
total cost of your stay. Rooms purchased through priceline cannot be
cancelled, changed or transferred and refunds are not allowed. If
your offer is not accepted, your credit card will not be charged. Priceline will immediately charge your
PayPal account the total cost of your stay. Rooms purchased through priceline
cannot be cancelled, changed or transferred and refunds are not allowed. If
your offer is not accepted, your PayPal account will not be charged.
The reservation holder must present a valid photo ID and
credit card at check-in. The credit card is required for any additional hotel
specific service fees or incidental charges or fees that may be charged by
the hotel to the customer at checkout. These charges may be mandatory (e.g., resort fees) or
optional (parking, phone calls or minibar charges) and are not included in
your offer price.
Hotel
rooms purchased through priceline are not eligible for frequent traveler
points, upgrades, vouchers, or other discounts and incentives.






Initial Here:

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

We spoke with [redacted] and he agreed to cancel. I advised him that he will be receiving $267.52 refund. Customer satisfied with the resolution.

Dear [redacted]
Thank you for taking the time to contact us regarding
your rental car reservation with [redacted] for Trip Number [redacted]
I am writing to let you know that we have received your
Revdex.com concern in our Executive Offices.
We understand that you would like to cancel this
reservation for a refund.
Our records show that you have disputed the charge with
your bank. In order for us to process a refund for this rental car reservation,
we needed first to verify the outcome of the dispute case you filed with your
bank. Please note that we are still currently making attempts to resolve this
issue for you. We hope to be in contact with you as soon as we have an update.
We appreciate your patience while we continue to work to
resolve your issue.
Sincerely,
Jenn H[redacted]
Executive Offices

Complaint: [redacted]
I am rejecting this response because:  I find Priceline service to be fraudulent and also not upfront,I will never purchase from your company nor will my family or friends. This company has to do a better job of letting customers know about hidden fees after purchases.
Sincerely,
[redacted]

We are writing to let you know that we received your Revdex.com concern in our Executive Offices.I understand that you are following up a refund on your airline ticket due to a change in plans. Our ability to assist you is dependent upon the fare rules associated with your reservation....

The fare rules are written and enforced by your confirmed carrier. The reservation can be refunded for a fee of $121.00 however the agent only quoted you $76.00 as the cancel fee. This is the reason why the refund process was delayed. A refund of 157.86 USD will be issued for your airline tickets, which equates to a refund of your original purchase price minus a cancellation penalty of 121.00 USD. As a gesture of goodwill, we will be honoring the $76 cancel fee and will refund you an additional $45.00 back to the original card used. Total refund amount will be $ 202.86. Our sincerest apologies for any disappointment caused. Thank you for taking the time to notify us of this situation. We look forward to serving you again soon.Sincerely, Executive Offices

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. We again contacted [redacted] on behalf of the consumer; however, they advised they are unable to offer any additional compensation. In addition to the $25 compensation already provided by [redacted]; Priceline is refunding an additional $15. The total refund issued to the consumer is $40.
Sincerely,
N. D[redacted]
priceline.com

Complaint: [redacted]
I am rejecting this response because:
I spoke with Priceline directly prior this complaint and received the same response numerous times.  My issue is that their low price guarantee as they explain it is not disclosed in plain site prior to purchase and is a deception with non refundable purchases such as my non refundable car rental.  The reason it is deceptive is that the only option to purchase a non refundable car rental is to purchase first and then see the rental company after.  The same goes with [redacted].  Their low price guarantee as they explain it to me now will never be possible if you have to match car rental companies because you will never get a comparable price booking directly with the car rental agency.   My position is that I was induced to purchase this non refundable car rental expecting a credible low price guarantee and am now stuck in a contract with Priceline through deceptive business practices.  I am not the only one who feels this way.  Please click on the links below.  It is unfortunate that Priceline could not negotiate over $33.00 and has forced me to go this route.[redacted]
Sincerely,
[redacted]

Thank you for taking the time to contact us regarding your reservation at the [redacted] Hotel And Conference Center for Trip Number [redacted].   We are writing to let you know that we received your Revdex.com concern in our Executive Offices.   We reviewed your concern again to make sure that we did not miss anything on our part. We verified prior booking that the room type you selected only included a queen bed in a non-smoking room. We understand that you are requesting a refund of your reservation. However, due to our contractual agreement with our hotel partner, we are not allowed to make an exception to the policy. We apologize, but we are unable to change, cancel or refund your booking.   I know you expect a different answer; however, there are no other options that I can offer because of the restrictions.   Sincerely,   [redacted] Executive Offices

I am in receipt of the complaint initiated by the above-mentioned consumer and appreciate the opportunity to respond.
According to the consumer, she/he purchased trip protection along with a non-refundable reservation and believed that trip protection would apply due to a change in plans....


Priceline offers a variety travel service options, including reservations that offer cancelations.
When selecting a reservation, the consumer is provided with the cancel policy associated with each reservation.  In this case, the consumer chose to select a restricted reservation that provided greater savings and less flexibility.
Attached hereto is a copy of the consumer’s initialed contract page agreeing to the non-refundable terms and conditions of the selected purchase as well as the trip protection coverage offered.
Trip Protection does not protect you in the event of unforeseen business or personal obligations, changes in your travel plans after your offer is accepted or dissatisfaction with your itinerary.
If you have additional questions about Travel Insurance, contact [redacted], our program administrator at ###-###-#### or ###-###-####.
I appreciate the opportunity to clarify.
Sincerely,
N. D[redacted]
Priceline.com
This checkout page for trip number [redacted] was submitted on 2015-11-13 14:04:03
Please Review Your Request
2 Star Moderate Hotel  
Which hotel will I get?
Check-In Date:
Saturday, November 14, 2015
Check-Out Date:
Monday, November 16, 2015
Region
[redacted], **
City Areas:
[redacted] [redacted]
[redacted] [redacted]
[redacted] [redacted]
[redacted] [redacted] [redacted] [redacted]
[redacted] [redacted] [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
Number of Nights:
2
Offer Price Per Room, Per Night:
US$ 65.00
Travel Insurance:
US$ 10.00
Subtotal:
US$ 140.00
Taxes and Service Fees:
US$ 26.36
Priceline Hotel Coupon:
-US$ 0.00
Total Charges*:
US$ 166.36
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 *Prices are in US dollars.
We Recommend Trip Protection
Life is uncertain...plan for the unexpected.Get up to 100% Trip Cancellation and Trip Interruption Protection and much more.View Details >>
100% Trip Cancellation and Trip Interruption Protection reimburses for cancellations due to unforeseen illness of traveler, family members and traveling companions, death in the family, job loss or other specified events.
24/7 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.
Yes! I'd like to purchase Trip Protection for USD5.00 per room, per night. Terms and Conditions
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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.

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Hotel Reservation Protection Plan
Important: This program is effective when the appropriate plan cost has been paid. Please keep this document as you will not receive any other coverage materials.
Description of Coverage[redacted] Insurance Company - Policy Number [redacted] Schedule of Coverage and Services
Maximum Benefit Amount
Part A. Travel Arrangement Protection
Trip Cancellation: Up to Total Trip Cost
Trip Interruption: Up to Total Trip Cost
Part B. Worldwide Emergency Assistance (On Call International)
CareFree™ Travel Assistance, Medical Assistance & Emergency Services: 24/7/365
Coverage under Part A is underwritten by [redacted] Insurance Company. Services under Part B are provided by On Call International. The benefits provided in this program are subject to certain restrictions and exclusions. Please read this document in its entirety for a description of all coverage terms and conditions. Note: Words beginning with capital letters are defined in this text.
Summary of Coverages
Part A. Travel Arrangement Protection
Trip Cancellation and Trip Interruption BenefitsPre-Departure Trip CancellationThe Insurer will pay a Pre-Departure Trip Cancellation Benefit, up to the amount in the Schedule, if you are prevented from taking your Covered Trip, due to your, an Immediate Family Member’s, Traveling Companion’s, or Business Partner’s Sickness, Injury or death or Other Covered Events as defined, that occur(s) on or before the Scheduled Travel Date of your Covered Trip. The Sickness or Injury must: a) commence while your coverage is in effect under the plan; b) require the examination and treatment by a Physician at the time the Covered Trip is canceled; and c) in the written opinion of the treating Physician, be so disabling as to prevent you from taking your Covered Trip.
Pre-Departure Trip Cancellation BenefitsThe Insurer will reimburse you, up to the amount in the Schedule for the amount of prepaid, non-refundable, and unused Payments or Deposits that you paid for your Covered Trip.
Post-Departure Trip InterruptionThe Insurer will pay a Post-Departure Trip Interruption Benefit, up to the amount in the Schedule, if due to your, an Immediate Family Member’s, Traveling Companion’s or Business Partner’s Sickness, Injury or death or Other Covered Events as defined: 1) your arrival on your Covered Trip is delayed; or 2) you are unable to continue on your Covered Trip after you have departed on your Covered Trip. For item 1) above, the Sickness or Injury must: a) commence while your coverage is in effect under the plan; b) for item 2) above, commence while you are on your Covered Trip and your coverage is in effect under the plan; and c) for both items 1) and 2) above, require the examination and treatment by a Physician at the time the Covered Trip is interrupted or delayed; and d) in the written opinion of the treating Physician, be so disabling as to delay your arrival on your Covered Trip or to prevent you from continuing your Covered Trip.
Post-Departure Trip Interruption BenefitsThe Insurer will reimburse you, less any refund paid or payable, for unused Covered Trip costs.
Note: In no event will the covered expenses for Trip Cancellation or Trip Interruption exceed the amount prepaid for your Covered Trip.
Important: The covered reason for cancellation or interruption of your Covered Trip must occur after your effective date of Covered Trip Cancellation coverage.
Other Covered Events means only the following unforeseeable events or their consequences which occur while coverage is in effect under this Policy: a change in plans by you, an Immediate Family Member traveling with you, or Traveling Companion resulting from one of the following events which occurs while coverage is in effect under this Policy:
being directly involved in a documented traffic accident while en route to departure;
being hijacked, Quarantined, required to serve on a jury, or required by a court order to appear as a witness in a legal action, provided you, an Immediate Family Member traveling with you or a Traveling Companion is not: 1) a party to the legal action, or 2) appearing as a law enforcement officer;
having your Home made uninhabitable by fire, flood, volcano, earthquake, hurricane or other Natural Disaster;
a Terrorist Act which occurs in your departure city or in a city which is a scheduled destination for your Covered Trip provided: The Terrorist Act occurs within 30 days of the Scheduled Travel Date for your Covered Trip;
your involuntary termination of employment or layoff which occurs after your effective date of coverage and was not under your control. You must have been continuously employed with the same employer for 3 years prior to the termination or layoff. This provision is not applicable to temporary employment, independent contractors or self-employed persons;
a Natural Disaster occurs, which causes a complete cessation of travel services at point of departure and/or destination;
terrorism occurs in a country included on your travel itinerary which leads the U.S. government to issue a Travel Warning against travel within a country included on your travel itinerary for a period that would include your scheduled Covered Trip; or
your, a traveling Immediate Family Member's or Traveling Companion's approved, written military leave is involuntarily revoked as a result of being temporarily or permanently reassigned, being called into active military reserve or an extension of deployment beyond a defined tour of duty within 30 days of departure. All leave must be approved prior to the Policy effective date.
B. Worldwide Emergency Assistance Provided By On Call International
On Call International’s 24/7/365 global network includes:
CareFree™ Travel Assistance
Medical Assistance
Emergency Services
CareFree™ Travel Assistance
Travel Arrangements
Arrangements for last-minute flight and hotel changes
Luggage Locator (reporting/tracking of lost, stolen or delayed baggage)
Hotel finder and reservations
Airport transportation
Rental car reservations and automobile return
Coordination of travel for visitors to bedside
Return travel for dependent/minor children
Assistance locating the nearest embassy or consulate
Cash transfers
Pre-Trip Information
Destination guides (hotels, restaurants, etc.)
Weather updates and advisories
Passport requirements
Currency exchange
Health and safety advisories
Documents and Communication
Assistance with lost travel documents or passports
Live email and phone messaging to family and friends
Emergency message relay service
Multilingual translation and interpretation services
Medical Assistance and Managed Care
Medical case management, consultation and monitoring
Medical Transportation
Dispatch of a doctor or specialist
Referrals to local medical and dental service providers
Worldwide medical information, up-to-the-minute travel medical advisories, and immunization requirements
Prescription drug replacement
Replacement of eyeglasses, contact lenses and dental appliances
Emergency Services
Emergency medical and dental assistance
Emergency legal assistance
Emergency family travel arrangements
CareFree™ Travel Assistance, Medical Assistance and Emergency Services can be accessed by calling On Call International at ###-###-#### or, from outside the U.S. or Canada, call collect*: ###-###-####
* If you have any difficulty making this collect call, contact the local phone operator to connect you to a US-based long-distance service. In this case, please let the Assistance Provider answering the phone know the number you are calling from, so that he/she may call you back. Any charges for the call will be considered reimbursable benefits.
Note that the problems of distance, information, and communications make it impossible for [redacted] Insurance Company, [redacted], your travel seller, or On Call International to assume any responsibility for the availability, quality, use, or results of any emergency service. In all cases, you are still responsible for obtaining, using, and paying for your own required services of all types.
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Definitions
In the document, “you”, “your” and “yours” refer to the Insured. “The Insurer” refers to the company providing the coverage. In addition certain words and phrases are defined as follows:
Business Partner means an individual who is involved, as a partner, with you in a legal general partnership and shares in the management of the business.
Common Carrier means any land, water or air conveyance operated under a license for the transportation of passengers for hire.
Covered Trip means a period of travel away from Home to a destination outside your city of residence; the purpose of the travel is business or pleasure and is not to obtain health care or treatment of any kind and the travel does not exceed 31 days in length.
Domestic Partner means a person who is at least eighteen years of age and you can show: 1) evidence of financial interdependence, such as joint bank accounts or credit cards, jointly owned property, and mutual life insurance or pension beneficiary designations; 2) evidence of cohabitation for at least the previous 6 months; and 3) an affidavit of domestic partnership if recognized by the jurisdiction within which they reside.
Elective Treatment and Procedures means any medical treatment or surgical procedure that is not medically necessary including any service, treatment, or supplies that are deemed by the federal, or a state or local government authority, or by the Insurer to be research or experimental or that is not recognized as a generally accepted medical practice.
Home means your primary or secondary residence.
Hospital means an institution, which meets all of the following requirements:
it must be operated according to law;
it must give 24 hour medical care, diagnosis and treatment to the sick or injured on an inpatient basis;
it must provide diagnostic and surgical facilities supervised by Physicians;
registered nurses must be on 24 hour call or duty; and
the care must be given either on the hospital’s premises or in facilities available to the hospital on a prearranged basis.
A Hospital is not: a rest, convalescent, extended care, rehabilitation or other nursing facility; a facility which primarily treats mental illness, alcoholism, or drug addiction (or any ward, wing or other section of the hospital used for such purposes); or a facility which provides hospice care (or wing, ward or other section of a hospital used for such purposes).
Immediate Family Member means includes your or the Traveling Companion’s, spouse, child, spouse’s child, son-daughter-in-law, parent(s), sibling(s), grandparent(s), grandchild, step brother-sister, step-parent(s), parent(s)-in-law, brother-sister-in-law, aunt, uncle, niece, nephew, guardian, Domestic Partner, foster-child, or ward.
Injury means bodily harm caused by an accident which: 1) occurs while your coverage is in effect under the plan; and 2) requires examination and treatment by a Physician. The Injury must be the direct cause of loss and must be independent of all other causes and must not be caused by, or result from, Sickness.
Insured means an eligible person who arranges a Covered Trip and pays any required plan payment.
Insurer means [redacted] Insurance Company.
Natural Disaster means flood, hurricane, tornado, earthquake, or blizzard which renders a complete cessation of travel services at the point of departure and/or destination for the duration of your Covered Trip.
Payments or Deposits means the cash, check, or credit card amounts actually paid to the Policyholder for your Covered Trip.
Physician means a person licensed as a medical doctor by the jurisdiction in which he/she is resident to practice the healing arts. He/she must be practicing within the scope of his/her license for the service or treatment given and may not be you, a Traveling Companion, or an Immediate Family Member of yours.
Policy means the contract issued to the Policyholder providing the benefits specified herein.
Program Medical Advisors means On Call International.
Quarantined means the isolation of a person afflicted with or exposed to a communicable disease, the purpose being to prevent the spread of disease.
Schedule means the benefit schedule shown on the document for each Insured.
Scheduled Return Date means the date on which you are originally scheduled to return to the point where the Covered Trip started or to a different final destination.
Scheduled Travel Date means the date on which you are originally scheduled to leave on your Covered Trip and/or check into your hotel. Scheduled Travel Date is defined as “Scheduled Departure Date” in the Master Policy.
Sickness means an illness or disease of the body which: 1) requires examination and treatment by a Physician, and 2) commences while the plan is in effect.
Terrorist Act means an act of violence, other than civil disorder or riot, (that is not an act of war, declared or undeclared) that results in loss of life or major damage to property, by any person acting alone or on behalf of or in connection with any organization which is generally recognized as having the intent to overthrow or influence the control of any government.
Traveling Companion means a person who, during the Covered Trip, will accompany you and/or share accommodations.
Trip means your prepaid stay at a lodging establishment for which coverage has been elected and the plan payment paid, and which was arranged by the Policyholder on or prior to the Scheduled Travel Date, and for which a fee is incurred.
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General Plan Exclusions
The insurer will not pay for any loss caused by or incurred resulting from:
mental, nervous, or psychological disorders, except if hospitalized;
being under the influence of drugs or intoxicants, unless prescribed by a Physician;
normal pregnancy, except if hospitalized; or elective abortion;
riding or driving in any motor competition;
declared or undeclared war, or any act of war;
service in the armed forces of any country;
operating or learning to operate any aircraft, as pilot or crew;
any unlawful acts, committed by you or a Traveling Companion (whether insured or not);
any amount paid or payable under any Worker’s Compensation, Disability Benefit or similar law;
elective Treatment and Procedures;
business, contractual or educational obligations of you, an Immediate Family Member or Traveling Companion;
failure of any tour operator, Common Carrier, or other travel supplier, person or agency to provide the bargained-for travel arrangements;
a loss that results from an illness, disease, or other condition, event or circumstance which occurs at a time when the plan is not in effect for you
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Term of Coverage
When Coverage BeginsPre-Departure Trip Cancellation coverage will take effect at 12:01 A.M. Standard Time on the date your plan payment is received. Post-Departure Trip Interruption coverage will take effect on the Scheduled Travel Date.
When Coverage EndsYour coverage automatically ends on the earlier of:
the date the Covered Trip is completed;
the Scheduled Return Date;
your arrival at the return destination on a round-trip, or the destination on a one-way Trip;
cancellation of the Covered Trip covered by the plan.
Coverage will be extended if your return is delayed by unavoidable reasons beyond your control, covered by the policy.
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Claims Procedures
Emergencies Arising During Your Trip: Please refer to the CareFree™ Worldwide Emergency Assistance Service Section.
Trip Cancellation Claims: Contact your travel seller and [redacted] IMMEDIATELY to notify them of your cancellation and to avoid any non-covered expenses due to late reporting. [redacted] will then forward the appropriate claim form which must be completed by you AND THE ATTENDING PHYSICIAN, if applicable.
Trip Interruption Claims: Report your claim as soon as possible to [redacted]. Provide the policy number, your travel dates, and details describing the nature of your loss. Upon receipt of this information, [redacted] will promptly forward you the appropriate claim form to complete.
Online: [redacted]By Phone: ###-###-#### or ###-###-####Mail: [redacted] I [redacted] [redacted] [redacted]E-mail: [redacted]
Important: In order to facilitate prompt claims settlement upon your return, be sure to obtain as applicable: detailed medical statements from Physicians in attendance where the Injury or Sickness occurred.
This plan was designed and is administered by [redacted].
[redacted] is the brand name for the brokerage and program administration operations of [redacted] Insurance Services, Inc. ([redacted]); ([redacted]); in [redacted] [redacted] Insurance Agency, Inc. ([redacted]; in [redacted] Insurance Services, Inc.; in **, [redacted] Insurance Services, Inc. ([redacted]), [redacted] Direct Insurance Administrators and [redacted] Insurance Agency and in **, [redacted] Insurance Agency. [redacted] Insurance Services is acting as a Managing General Agent as that term is defined in section [redacted](14) of the [redacted] Insurance Code. As an MGA we are acting on behalf of our carrier partner.
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General Provisions
Our Right To Recover From OthersThe Insurer has the right to recover any payments the Insurer has made from anyone who may be responsible for the loss. You and anyone else the Insurer insures must sign any papers and do whatever is necessary to transfer this right to the Insurer. You and anyone else the Insurer insures will do nothing after the loss to affect the Insurer’s right.
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Claims Provisions
Notice of ClaimThe Insurer must be given written notice of claim within 90 days after a covered loss occurs. If notice cannot be given within that time, it must be given as soon as reasonably possible. Notice may be given to the Insurer or to its authorized agent. Notice should include the claimant’s name and enough information to identify him or her.
Claim FormsWhen the Insurer receives notice of claim, you will be sent forms to file proof of loss. If the forms are not sent within 15 days after the Insurer receives notice, then the claimant will meet the proof of loss requirements by giving the Insurer a written statement of the nature and extent of the loss. This must be sent to the Insurer within the time limit stated in the Proof of Loss provision.
Proof of LossWritten Proof of Loss must be sent to the Insurer within 90 days after the date the loss occurs. The Insurer will not reduce or deny a claim if it was not reasonably possible to give the Insurer written Proof of Loss within the time allowed. In any event, you must give the Insurer written Proof of Loss within twelve (12) months after the date the loss occurs unless you are legally incapacitated.
Payment of ClaimsClaims for benefits provided by the plan will be paid as soon as written proof is received.
Benefits for loss of life will be paid to your estate, or if no estate, to your beneficiary. All other benefits are paid directly to you, unless otherwise directed. Any accrued benefits unpaid at your death will be paid to your estate, or if no estate, to your beneficiary. If you have assigned your benefits, the Insurer will honor the assignment if a signed copy has been filed with the Insurer. The Insurer is not responsible for the validity of any assignment.
Trip Protection is underwritten by [redacted] [redacted] (all states except as otherwise noted) under Policy/Certificate Form series [redacted]. In CA, HI, NE, NH, PA, TN and TX Policy/Certificate Form series [redacted] and [redacted]. In IL, IN, KS, LA, OH, OR, VT, WA and WY Policy Form #’s [redacted] and [redacted]. Certain coverages are under series [redacted] and [redacted].
This is a brief Description of Coverage which outlines benefits and amounts of coverage that may be available to you. If you are a resident of one of the following states (IL, IN, KS, LA, OH, OR, VT, WA or WY), your Policy is provided on an individual form. To obtain a copy of your Individual Policy or Group Certificate for all states based on your state of residence, or information regarding the insurance premium portion of your plan cost, visit [redacted] or call ###-###-####. Your Individual Policy or Group Certificate will govern the final interpretation of any provision or claim. For Maryland residents only, to file a complaint with the Maryland Department of Insurance, call ###-###-#### or visit [redacted].
This plan provides cancellation coverage for your trip and other insurance coverages that apply only during the covered trip. You may have coverage from other sources that provides you with similar benefits but may be subject to different restrictions depending upon your other coverages. You may wish to compare the terms of this policy with your existing life, health, home and automobile policies. If you have any questions about your current coverage, call your insurer, insurance agent or broker. The purchase of this plan is not required in order to purchase any other travel product or service offered to you by your travel retailers. Unless individually licensed as an insurance agent, your travel agent is not qualified or authorized to answer your technical questions about the benefits, exclusions or conditions of this plan or to evaluate the adequacy of any existing insurance coverage you may have. Questions should be directed to the plan administrator at the toll-free number provided.
Ten Day Right To ExamineIf you are not satisfied for any reason, you may cancel your coverage within 10 days of your receipt of this document. Your premium will be refunded, provided there has been no incurred covered expense and you have not departed on your Covered Trip. When so returned, the coverage is void from the beginning. Request a refund in writing by providing your contact information as well as copy of your plan description to our authorized agent, [redacted], [redacted]
[redacted]
For additional information regarding the plan, call [redacted] at ###-###-#### or ###-###-####. Office Hours: 8:00 AM - 10:00 PM ET, Monday - Friday, 9:00 AM - 5:00 PM ET, Saturday