Stahl Construction Company

I am in receipt of the
complaint initiated by the above-mentioned consumer and appreciate the
opportunity to respond.
 
According to the consumer,
due to a business cancelation, he had to check-out of the hotel earlier than
expected and requests a refund for the unused...

nights.
 
 
Attached
hereto is a copy of the consumer’s initialed contract page authorizing the
terms and conditions of the purchase, including the following:
 
 
·     
Refunds
or cancellations are not available after noon local hotel time on your day of
arrival (Friday, May 29th).
 
 







We appreciate
the opportunity to clarify this matter.
Sincerely,
[redacted]
Priceline.com
 
 
 
 
This
checkout page for trip number [redacted] was submitted on 2015-05-23 21:12:17






[redacted] [redacted]
 
[redacted]
FREE Cancellation until 12:00 PM on 05/28/2015
Freebies:
Hotel Freebies:
On Sale Now ->
Save 30% on this stay — Free Breakfast


Check-In: Fri, May 29, 2015
Check-Out: Sat, Jun 13, 2015
Room Type: Queen Room with Two Queen Beds
- Booked for double
occupancy
 
Cancellation Policy

Priceline will not charge you a change or cancel fee, however this hotel has
the following cancellation policy: For the room type you've selected, you can
cancel your reservation for a full refund up until noon on Thursday, May 28th
(local hotel time). If you decide to cancel your reservation anytime between
noon on Thursday, May 28th and noon on Friday, May 29th (local hotel time),
the hotel requires payment for the first night's stay. You will be charged
for the first night's stay including taxes and fees. Any remaining amount
will be refunded to you. Refunds or cancellations are not available after
noon local hotel time on your day of arrival (Friday, May 29th).

































Summary
of Charges

Room Cost
(details)

$52.06

Rooms

1

Nights

15

Room Subtotal

$780.90

Taxes & Fees

$113.10

Total Charges

$894.00

Prices are in USD
Reservation Name (Age 21 or Older)
Enter the name of the person
checking into the hotel. This person must present a valid photo ID and credit
card at check-in.






Room 1

   


I agree to the Booking Conditions, Terms and Conditions
and Privacy
Policy by booking this room.
Important Information
·     
Room Description: 2 QUEEN BEDS NON-SMOKING ROOM WITH FREE BREAKFAST, FREE
WI-FI, REFRIGERATOR AND MICROWAVE
·     
Rate Description: Websaver - Full pre-payment required upon booking
·     
Hotel Freebies Details:
On Sale Now -> Save 30% on this stay — Stay 3 Save Offer Details.
Free Breakfast
Promotion Details
Negotiated Specials may be limited to certain dates and subject
to availability.
x close window
·      Cancel Policy: Priceline will not charge you a change or
cancel fee, however this hotel has the following cancellation policy: For the
room type you've selected, you can cancel your reservation for a full refund
up until noon on Thursday, May 28th (local hotel time). If you decide to
cancel your reservation anytime between noon on Thursday, May 28th and noon
on Friday, May 29th (local hotel time), the hotel requires payment for the
first night's stay. You will be charged for the first night's stay including
taxes and fees. Any remaining amount will be refunded to you. Refunds or cancellations are not available after noon
local hotel time on your day of arrival (Friday, May 29th).
·     
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.

Dear [redacted]We are contacting you today regarding your reservation
with [redacted] Corporation booked under Trip Number [redacted].We are
writing to let you know that we have received your Revdex.com
concern in our Executive Offices. As we understand, you did not use the...


reservation and you would like to be refunded.Due to the nature of your
concern, we would like to speak with you directly by phone. I attempted
to contact you today in an effort to address your concern; however, we were
unable to speak with you at the number you provided at the time you booked your
reservation.Please contact us directly at: ###-###-####. The Executive
Office hours are 9:00 a.m. to 6:00 p.m. Eastern Time, Monday through Saturday.
You will need to enter your Trip number, which is [redacted] when you contact
us. Please note that the number provided above is a United States phone
number, and you may incur toll charges when calling from outside the United
States or Canada.We apologize for the inconvenience and hope to hear
from you soon.Sincerely,Joe A[redacted]Executive Offices 








Read More Customer Complaints:

371
372
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Dear [redacted],
We are writing to let you know that we have received your RevDex.com concern in our Executive Offices. As we understand, the hotel was unable
to locate your reservation in their system when you arrived, and that also had
quality issues during your stay. Our...

record indicates that the hotel contacted
us for assistance with locating your reservation in their system.
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 have been in contact with the [redacted] and they advised
that they provided a 10% or $8.06 partial refund as a goodwill gesture.
You may contact the hotel directly
for any further assistance at:
 



















[redacted]
[redacted]
[redacted]

 

 

 

 

Phone Number:

[redacted]

Fax Number:

[redacted]

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

Hi. Please see our response below that we sent to our customer. Thanks.Dear [redacted] Thank you for taking the time to contact us regarding your reservation with [redacted] and [redacted]s for Trip Number [redacted] We are writing to let you know that we received your...

Revdex.com concern in our Executive Offices. We understand that you are requesting for a refund of the reservation as you were unable to use it because you have no transit [redacted] for [redacted] We are sorry to learn that you were unable to use your ticket. During the booking process, we presented you with a Contract Page for review. As stated on your contract, "At Priceline, we have no special knowledge regarding foreign entry requirements (such as the need for passports and [redacted]s)." We also provided a reminder on your Itinerary Page that, "All travelers will need a valid passport and you may also need to show additional documentation at your destination and/or in connecting countries." It is the passenger's responsibility to determine what additional documentation will be needed for the travel.  With your reservation, the option we can present will be based on the fare rules associated with your ticket. The fare rules determine whether you are able to change or cancel your reservation. Fare rules are being governed by the airline. We, as travel agency, are bound to abide by the ticket fare rules. We have contacted the airline to verify the fare rules of your reservation. We were informed that the ticket can be refunded, minus the $240.00 cancellation fee. We are sorry that we cannot waive this fee. Since your carrier is the merchant of record for your ticket, all exchange and cancellation fees are passed along to the airline. Please respond back to this email if you want to us to proceed in requesting the refund from the airline on your behalf.  We apologize for any inconvenience and hope to hear from you soon. Sincerely,  [redacted] Executive Offices [redacted] Thank you for taking the time to contact us regarding your reservation with [redacted] and [redacted]s for Trip Number 12153401422. We are writing to let you know that we received your Revdex.com concern in our Executive Offices. We understand that you are requesting for a refund of the reservation as you were unable to use it because you have no transit [redacted] for [redacted] We are sorry to learn that you were unable to use your ticket. During the booking process, we presented you with a Contract Page for review. As stated on your contract, "At Priceline, we have no special knowledge regarding foreign entry requirements (such as the need for passports and [redacted]s)." We also provided a reminder on your Itinerary Page that, "All travelers will need a valid passport and you may also need to show additional documentation at your destination and/or in connecting countries." It is the passenger's responsibility to determine what additional documentation will be needed for the travel.  With your reservation, the option we can present will be based on the fare rules associated with your ticket. The fare rules determine whether you are able to change or cancel your reservation. Fare rules are being governed by the airline. We, as travel agency, are bound to abide by the ticket fare rules. We have contacted the airline to verify the fare rules of your reservation. We were informed that the ticket can be refunded, minus the $240.00 cancellation fee. We are sorry that we cannot waive this fee. Since your carrier is the merchant of record for your ticket, all exchange and cancellation fees are passed along to the airline. Please respond back to this email if you want to us to proceed in requesting the refund from the airline on your behalf.  We apologize for any inconvenience and hope to hear from you soon. Sincerely,  [redacted] Executive Offices

Dear [redacted]
 
We are contacting you today regarding your reservation at
the [redacted] for Trip Number [redacted].
 
We are writing to let you know that we received your
Revdex.com concern in our Executive Offices. We understand that you
have some...

issues during your stay at the hotel. We apologize that you were
unhappy with your hotel accommodations. We evaluate each participating hotel on
many different criteria, including cleanliness, guest satisfaction, d?cor, etc.
We are sorry to hear that your hotel fell short of this expectation during your
stay. We appreciate your feedback.
 
We see that your issue has already been resolved by one
of our Customer Relations representatives. A refund for $46.43 was processed on
April 14, 2016. We will issue a refund to your bank within one business day.
Your bank will then post it to your account and their
processing time varies, so please check with them if you do not see the refund
in your account within a few days.
 
[redacted], we do value your loyalty. The property was
forwarded to our Hotel Team for review. As an apology for the inconvenience, we
would like to offer a 30% Hotel Coupon that can be towards an Express Deals
reservation. This compensation is not intended to place a value on your
experience. It is meant to emphasize our commitment to you as our customer
 
Coupon Code: [redacted]
Expiry Date: April 7, 2017
 
Priceline Coupon Terms & Conditions
This offer is from priceline.com? and is available for
use on priceline.com? only. Coupon must be used in a single transaction. In the
event the entire face value of the coupon is not used no residual value
applies. Coupon applies to the room subtotal only. Taxes and fees are charged
on the pre-coupon price. Coupons are valid for a limited time only. You must
enter a qualifying promotion code on the Payment page to receive the discount.
Discounts will be reflected in the Summary of Charges prior to purchase.
Priceline reserves the right to modify or cancel coupons at any time. The
promotion is limited to one coupon per customer. Offer may be subject to
redemption limits.
 
We apologize for the inconvenience and hope you found
this information helpful.
 
Sincerely,
 
Zadhy S[redacted]
Executive Offices

We are contacting you today regarding your reservation at the [redacted]e By [redacted] [redacted] booked under Trip Number [redacted].   We are writing to let you know that we have received your Revdex.com concern in our Executive Offices. As we understand, you...

were unable to use the reservation due to medical emergency. We apologize for the inconvenience this has caused.   We checked our records and verified that the previous chat representative you contacted called the hotel. However, Virginia, from the Front Desk, advised that the reservation can be canceled but there will be no refund.   We called the hotel again and verified that your reservation was canceled in their system. We also verified that the hotel agreed to refund your reservation. We have canceled your reservation and processed a full refund in the amount of 329.06 USD back to the same card that was used to place the request. Your refund will be processed by our system within one business day and your bank will post the refund back to your account. Bank processing time varies so please check with them if you don't see the refund posted to your account within the next few days.   We apologize for the inconvenience and thank you for giving us the opportunity to assist you.   Sincerely,   [redacted] Executive Offices

Dear Ms. [redacted],
 
We are writing to let you know that we have
received your Revdex.com concern in our Executive Offices regarding
your [redacted] ticket booked under Trip Number [redacted]. Upon review
of your refund request we have verified that you called us...

previously
requesting to change the date of your reservation. Please note that the
reservation you purchased is non changeable, non
cancelable and non-refundable. This
information was provided on the contract page that you reviewed and initialed
prior to booking. Once you made an agreement with Priceline to purchase the
non-refundable reservation, Priceline committed the non-refundable payment to
the travel supplier based on that agreement. 
Priceline was then contacted by your Credit Card bank advising that you
chose to dispute the charge with the intent not to pay for your non-refundable
purchase. Once a credit card dispute is initiated, and the bank withdraws the
funds outside the terms of the agreement, the reservation is cancelled.  We apologize for any inconvenience; however,
we are unable unable to process a refund for your airline reservation. We
apologize for the inconvenience and we thank you for your time.
 
Sincerely,
 
[redacted]
Executive Offices

Attached hereto is a copy of the consumer’s contract page indicating
that a total charge of $127.40 was issued to the consumer’s credit card.
Roman";color:red">
  This
checkout page for trip number [redacted]50 was submitted on 2016-01-26 22:31:45
Please Review Your
Request

3½ Star Upscale-Plus Hotel
 
Which hotel will I get?




Check-In Date:


Friday, January
29, 2016




Check-Out Date:


Sunday, January
31, 2016




Region


Austin, TX




City Areas:


Austin Central
Downtown Austin




Check-In Time:


Varies by hotel. Guaranteed late
night arrival if needed.




Check-Out Time:


Check-out times vary by hotel




Room 1:


C[redacted]




Number of Rooms:


1




Guaranteed Amenities:


Guest Score 7/10 or Higher




Number of Nights:


2












Offer Price Per Room, Per Night:


US$ 52.00





Travel
Insurance:


US$
10.00






Subtotal:


US$ 104.00





Taxes and Service Fees:


US$ 23.40





Priceline Hotel Coupon:


-US$ 0.00





Total Charges*:


US$ 127.40



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









Purchase Trip
Cancellation/Interruption Insurance
Check here to cover yourself in the event of unforeseen illness, injury,
and job loss for only USD10.00 per room per night. Details.


 SHAPE  \* MERGEFORMAT



 *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.

Hi. Please see the response below that we sent to our customer.  Thanks. [redacted]
*Thank you for contacting us regarding your hotel reservation with the [redacted] for Trip Number [redacted] We are writing to let you know that we have received your Revdex.com...

concerns in our Executive Offices. We understand you would like to cancel this reservation for a full refund. We have reviewed your reservation details in our system and verified a cancellation was completed on your reservation, and a full refund in the amount of 181.56 USD was issued back to your credit card on Feb. 15, 2017. Thank you for your email. I hope you have a wonderful day, and please feel free to email us again if you need anything else.  Sincerely, [redacted]Executive Care

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 I can add to what has already been stated in our previous
correspondence. I am sorry that we are unable to assist the consumer any
further in this situation.
 
Sincerely,
[redacted]
priceline.com

Attached hereto is a copy of the consumer’s initialed contract page confirming
that the consumer selected and authorized the purchase of a QUEEN Bed room type,
and not a KING as expected.
 
This checkout
page for trip number [redacted] was submitted on 2015-05-30 22:52:37

...






[redacted]
 
[redacted]
FREE Cancellation until 12:00 PM on 05/31/2015
Freebies:
Hotel Freebies:
Free breakfast, free
internet in room and free parking


Check-In: Mon, Jun 1, 2015
Check-Out: Wed, Jun 10, 2015
Room Type: 1 Queen Bed ~ Nonsmoking Room ~ Free Wifi~ Fridge~
Microwave
- Booked for double
occupancy
 
Cancellation Policy

Priceline will not charge you a change or cancel fee, however this hotel has
the following cancellation policy: For the room type you've selected, you can
cancel your reservation for a full refund up until noon on Sunday, May 31st
(local hotel time). If you decide to cancel your reservation anytime between
noon on Sunday, May 31st and noon on Monday, 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 (Monday, June 1st).

































Summary
of Charges

Room Cost
(details)

$68.32

Rooms

1

Nights

9

Room Subtotal

$614.88

Taxes & Fees

$89.01

Total Charges

$703.89

Prices are in USD
Reservation Name (Age 18 or Older)
Enter the name of the person
checking into the hotel. This person must present a valid photo ID and credit
card at check-in.






Room *


   


I agree to the Booking Conditions, Terms and Conditions
and Privacy
Policy by booking this room.
Important Information
·      Room
Description: 1 QUEEN NON SMOKE ACCESS
MICRO/FRIDGE FREE WIRELESS COFFEEMAKER FREE
·     
Rate Description: Websaver - Full pre-payment required upon booking
·     
Hotel Freebies Details:
Free breakfast, free internet in room and free parking
·     
Cancel Policy: Priceline will not charge you a change or cancel fee, however
this hotel has the following cancellation policy: For the room type you've
selected, you can cancel your reservation for a full refund up until noon on
Sunday, May 31st (local hotel time). If you decide to cancel your reservation
anytime between noon on Sunday, May 31st and noon on Monday, 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 (Monday, 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.
·     
Pet Policy: Rooms with pets will be charged a daily cleaning fee of USD10
per room plus tax. Service animals are welcome free of charge and are
permitted access to any area frequented by their owners. Limit of two pets
per room. Pets are not allowed in the breakfast
·     
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 Background:
Purchase Date: 4/30/2015
Order Number: [redacted]
I am
in receipt of the complaint initiated by the above-mentioned consumer and
appreciate the opportunity to respond. According to the consumer, she did not
authorize the purchase of a hotel room reservation at...

the [redacted],
[redacted] [redacted], and requests a refund.
 
I am sorry
that the consumer was unaware that she had selected and authorized the purchase
of a non-refundable hotel room reservation.
 
On each
consumers’ contract page (including the contract page in question), we clearly
and conspicuously place the following disclosure regarding this issue labeled
under Important Information.
Important
Information
Room
Charge Disclosure: Your
credit card is charged the total cost at time of purchase.
Cancellation 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.
 
Attached
hereto is a copy of the consumer’s initialed contract page authorizing the terms
and conditions of the selected purchase.
 
I
appreciate the opportunity to clarify this matter.
Sincerely,
[redacted]
Priceline.com
 
 
[redacted] [redacted]
Room cost (per night): $153.09
Nights: 1
Rooms: 1
Guests: 2
Room Subtotal: $153.09
Taxes and Fees: $33.08
Summary of Charges (All
prices are in USD) $186.17
[redacted]
International
Airport
Good, 7.1 158 reviews
Special Discount
19 off
Address: [redacted]
Room T ype:2 Double Beds - Nonsmoking Room
Check In: Saturday, July 11, 2015 15:00
Check Out : Sunday, July 12, 2015 12:00
Sign up for our t ravel deals newslet t er!
(USD) US dollar
Important Information
Hot el
Cust omer Service:If you have already booked a hotel reservation and need
assistance,you can contact our Customer Service at [redacted]. If you call
this
number please have your Trip
Number and the phone number you
entered while making your reservation
available.
To review your reservation's
cancellation options, click here. Note that
you will need the trip id and
last 4 digits of credit card/pin code listed
on this page.
If you don't check-in to the
hotel on the first day of your reservation
and do not alert the hotel in
advance, the hotel reserves the right to
cancel your reservation and
may charge you a penalty.
Rat e
Descript ion: Websaver - Full pre-payment required upon booking
Promo: Special
Discount 19 off
Advance Purchase Negotiated
Specials may be limited to certain dates and subject to availability.
Pre-pay
Policy: $186.17
will be charged to your credit card.
Room Charge Disclosure: Your credit card is
charged the total cost at time of purchase. Prices and room availability are
not guaranteed until full payment is
received.
 
Cancellation 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.
All rooms are guaranteed for
double occupancy and accommodations
for more than the specified
number are not guaranteed.
The reservation holder must be
21 years of age or older.
A valid ID and credit card must
be presented at check-in. The credit
card is required for any
additional hotel specific service fees or
incidental charges or fees
that may by charged by the hotel to the
customer at checkout. These
charges may be mandatory (e.g., resort
fees) or optional (parking,
phone calls or mini-bar charges) and are
not included in the room rate.
TOTAL CHARGES
1 Your
Information
Room 1[redacted]
Billing
Address[redacted]
Count ryUnited States
St at e[redacted]
Cit y[redacted]
Zip/Post
al Code[redacted]
Email[redacted]
Confirm
Email
[redacted]
 
Phone
Number[redacted]
Continue
Credit Card
Information
Initial Here: **
I have read and agree to the terms and
conditions and
privacy policy.
·       Book
Hotel Now

Hello. Please note we are still attempting to resolve this matter.  We are dealing with a travel partner who is out of the country and this has created a delay in our ability to further research this issue.  We will continue to work on this case, but wanted to advise you of the status of...

the review.  Thanks.

In order to locate the referenced
reservation and review this matter, please provide the 11 digit priceline.com request
number, as well as the email address that was provided at the time of purchase.
 
Thank you,
N D[redacted]
Executive Offices

We have carefully investigated and reviewed all of our agents correspondence via chat and phone. Based on our investigation, our agents provided you accurate and correct information.   Please see below chronological order of the events that transpired on your reservation: 9/1/16 You booked a...

one way flight to depart 5/16/17 from [redacted]. 2/16/17 We were notified of the schedule change by the airline.   4/18/17 One of our travel services representative call the airline and option provided was to book +/- 7 days from original date of travel. Our agent attempted to call but was unable to reached you. On the same day, you called us and you agreed for a flight to depart the next day flight, 5/17/17. New flight was booked and new ticket was issued.   5/16/17 You chatted with one of our representative where you requested for a toll free phone number or for someone to call you. Unfortunately, we currently do not have toll free phone numbers for customer calling overseas, and our agent provided you with the accurate information. At this point when you requested for someone to call you, even before the agent was able to do something on her end, you had disconnected the chat conversation.   5/19/17 You sent a feedback to us via website where one of our email representative advised you to call the airline. 5/20/17 You called us again and one of our Travel Service representative reached out to the airline and ultimately, refund was not approved via the phone conversation.   We have contacted the airlines and verified that the 5/17 flight was not cancelled and departed as scheduled. For this reason, they will not authorized a refund. Please note that when you reached our travel services team, it was already post travel. In the emails that we sent you last 4/18 and 5/14 (which was 3-days before your flight departure), we have noted that airlines can continue to change schedules and asked that you contact them to verify your schedule at least 24 hours before your flight departure.   We once again reached out to the airline to request for a refund, unfortunately, they have denied our request. Since this reservation is prepaid, we no longer have access to the funds to refund you nor apply them towards a new reservation for a future travel.   We apologize that your request was not resolved to your satisfaction, however, the matter was given every consideration and we are unable to provide the resolution requested.     Sincerely,   [redacted] 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.
Unfortunately, there is nothing we can add to what has already been stated in
our previous correspondence.  I am sorry that Priceline is unable to
assist the consumer any further in this situation.
Sincerely,
N. D’Angelo
Executive Offices

Thank you for taking the time to contact us regarding your reservation at the [redacted] for Trip Number [redacted].   We are writing to let you know that we received your Revdex.com concern in our Executive Offices.   We apologize for the inconvenience. We...

understand you are requesting to have your reservation canceled due to changes on your travel plans and you have purchased travel insurance. We reviewed your reservation and verified it is restricted. Our ability to change or cancel your reservation depends on the cancel policy presented prior to purchase. Our records indicate, you purchased travel insurance during the booking process. Travel insurance may be used to obtain a refund by filing a claim through [redacted] if you cannot travel due to a covered reason such as unforeseen sickness, injury, illness or death. The policy is not designed to cover the cost of a trip that is canceled for any other reason. You can review their description of coverage on your itinerary that is displayed on our website or contact the insurance provider directly to discuss policy coverage. We apologize, your reservation cannot be changed, canceled or refunded.   Thank you for your time. We hope you find this information helpful.   Sincerely,   [redacted] Executive Offices

I am in receipt of
the complaint initiated by the above-mentioned consumer and appreciate the
opportunity to respond.
 
We are sorry that
the consumer was unaware that she/he had selected and authorized the purchase
of a non-refundable reservation.  On each
consumers’...

contract page (including the contract page in question), we clearly
and conspicuously place the following disclosure regarding this issue labeled
under Important Information.
Important
Information
Your airline tickets
are non-refundable, non-transferable and non-changeable.
 
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
appreciate the opportunity to clarify.
Sincerely,
[redacted]
Priceline.com
LLC
 
List of 5 requests for
[redacted] submitted by the consumer:
 























































































[redacted]

19647914041

ACCEPTED




[redacted]

[redacted]

[redacted]

[redacted]

[redacted]

15-Jul-2015

14-Jul-2015 19:25:31





[redacted]

[redacted]

RESUBMITTED




[redacted]

[redacted]

[redacted]

[redacted]

[redacted]

15-Jul-2015

14-Jul-2015 19:11:15





[redacted]

[redacted]

RETAIL




[redacted]

[redacted]

[redacted]

[redacted]

[redacted]

14-Jul-2015

14-Jul-2015 12:46:17





[redacted]

[redacted]

RETAIL




[redacted]

[redacted]

[redacted]

[redacted]

[redacted]

13-Jul-2015

11-Jul-2015 15:32:59





[redacted]

[redacted]

RESUBMITTED




[redacted]

[redacted]

[redacted]

[redacted]

[redacted]

13-Jul-2015

11-Jul-2015 15:29:22

 
 
This contract for request number [redacted] was originally initialled on Tue Jul
14 19:10:35 EDT 2015
Your Trip Summary

We Recommend Trip Protection
Life is uncertain...plan for the unexpected.
Get the following protection up to the limits listed below and much more for
$17.00 per person.
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.
$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.






























Airfare Details

Depart:
Wed, July 15, 2015

Return:
Sat, July 18, 2015

Departing Airport:
[redacted]

Arrival Airport:
[redacted]

Flight Times:
The airlines will choose your flight times. Your trip will start between 6 a.m. and 10
p.m. and you will arrive no later than 12:30 a.m. the next day.

Connections:
Maximum of 1 connection
each way. (layovers will be no longer than 3 hours)

Ticket Delivery:
Electronic Ticket

Passengers:
[redacted]

Aircraft:
Jet aircraft


We Recommend Trip Protection
Life is uncertain...plan
for the unexpected.
Get the following protection up to the limits listed below and much more.
Hide 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, natural disaster at departure or destination city or other
specified events.
$500 Baggage and
Personal Effects reimburses for lost personal effects as well as checked baggage
throughout your 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.


Yes! I'd like to purchase Trip Protection for
$17.00 per person.View terms & conditions


No, thanks. I prefer to decline Trip
Protection.
Summary of Charges



























Airline Ticket Offer
Price:

$350.00 per ticket

Govt Taxes, Airline Fees and Agent Fees:

$44.15 per ticket

Number of Tickets:

1

Airline Ticket
Delivery:

$0.00 (Electronic
Ticket)

Airfare Subtotal:

$394.15

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

$394.15

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. If
you do not take your outbound flight, the airlines will automatically
cancel the remainder of your reservation. 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.



 





[redacted]
**
  


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

Dear Mr. [redacted],
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 found a less...

expensive rate for the same exact itinerary from [redacted].com. We reviewed your information and verified that when you spoke with our Customer Service agent, the rate displayed on the partner's website is $175.20. We apologize; however, since the rate was higher as compared to your original booking, we cannot process a refund of the difference in rate.
We are sorry we did not provide you the answers you were looking for and we thank you for your time.
Sincerely,
Frich A[redacted]
Executive Offices

Our third party cruise company has told us they have addressed this issue. If the customer desires to provide additional feedback then they will need to call us for further discussion.  Thanks.