Stahl Construction Company

Dear [redacted]
 
Thank you for taking the tim to contact us regarding your
hotel reservation at the Princes Square Hotel 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 have issues with this hotel
reservation.
 
We see that your issue has already been resolved by one
of our Customer Relations representatives. You opted to keep the reservation
for a 20% refund. A refund request for 1,174.84 CNY (20% of the total cost of
this
reservation) was submitted to our management team for
review. This process can take up to 14 days. Once the refund is approved, we
will issue a refund to your bank within one business day. Your bank will then
post it to your account. The bank processing time varies so please check with
them if you do not see it in your account within a few days.
 
Should you require additional assistance with your
Priceline Hotel Reservation, please feel free to reply to this e-mail.
 
We apologize for the inconvenience and I hope you find my
reply helpful.
 
 
Sincerely,
 
Jenn H[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.  We have contacted the hotel and have been advised that they do not have availability for two beds, however are able to accommodate this room type with one king bed and a roll-away bed for the third guest at an additional fee of $35.00 per night, which Priceline has offered to reimburse the consumer for the cost of the roll-a-way bed. The consumer was also offered the option to cancel the reservation, however declined this option.
We are sorry that we are unable to assist the consumer any further in this situation.
 
Sincerely,
N. D[redacted]
priceline.com
This checkout page for trip number [redacted] was submitted on 2015-08-04 17:29:04
[redacted]
Guest Rating: 8.4 / 10
[redacted]
Distances are calculated in a straight line from point to point6.3 miles from [redacted] Airport ([redacted])
Check-In: Fri, Sep 18, 2015Check-Out: Thu, Sep 24, 2015Nights:  6 NightsRooms:  1 RoomPersons:  3 Adults
Room 1: [redacted]
Room Type: Resort View Leisure; Two Beds Requested
Flight Details
Departing Flight Information - Friday, Sep 18, 2015
[redacted]5hr 30m, 2413 mi
Departs:[redacted]9:00 AM
Arrives:[redacted] Airport ([redacted] Airport[redacted], **11:30 AM
0 Stops[redacted]Economy/Coach
Returning Flight Information - Thursday, Sep 24, 2015
[redacted]5hr 17m, 2413 mi
Departs:[redacted] Airport ([redacted] Airport[redacted], **1:50 PM
Arrives:[redacted] Airport ([redacted] Airport[redacted]10:07 PM
0 Stops[redacted]Economy/Coach
Passenger and Ticket Information
Passenger 1:
[redacted]
Passenger 2:
[redacted]
Passenger 3:
[redacted]
Ticket Type:
Electronic Tickets will be issued for this flight
Summary of Charges
Room 1:
[redacted]
Nights:
6
Priceline charges for 3 people:
$3256.83 ($1085.61/pp) Charged by Priceline today when you book.
Important Information
Hotel 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.
Your hotel reservation is guaranteed for arrival on the confirmed check-in date.
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.
Requests for special needs (including preferences for smoking or non-smoking rooms) should be requested through your confirmed hotel and cannot be guaranteed.
Seat requests and meal preferences cannot be guaranteed. Fares are not guaranteed until purchased.
You will be issued electronic flight tickets. Remember to bring a valid government issued photo ID with you to check-in. If you are traveling outside the US, all travelers will need a valid passport and you may also need to show additional documentation at your destination and/or in connecting countries
If you do not take your outbound flight, the airlines will automatically cancel the remainder of your reservation. No refunds will be granted for the unused portion of your trip.
This vacation package is subject to the cancel/change policy as defined by our travel partners.
Please agree to Priceline's terms and conditions
I have read, accept and agree to abide by the Booking Conditions, Terms and Conditions, and Privacy Policy.
Important Information
Hotel 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.
You will be issued electronic flight tickets. Remember to bring a valid government issued photo ID with you to check-in. If you are traveling outside the US, all travelers will need a valid passport and you may also need to show additional documentation at your destination and/or in connecting countries
This vacation package is subject to the cancel/change policy as defined by our travel partners.
Please agree to Priceline's terms and conditions
I have read, accept and agree to abide by the Booking Conditions, Terms and Conditions, and Privacy Policy.
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.
Requests for special needs (including preferences for smoking or non-smoking rooms) should be requested through your confirmed hotel and cannot be guaranteed.
Your hotel reservation is guaranteed for arrival on the confirmed check-in date.
Seat requests and meal preferences cannot be guaranteed. Fares are not guaranteed until purchased.
You will be issued electronic flight tickets. Remember to bring a valid government issued photo ID with you to check-in. If you are traveling outside the US, all travelers will need a valid passport and you may also need to show additional documentation at your destination and/or in connecting countries
If you do not take your outbound flight, the airlines will automatically cancel the remainder of your reservation. No refunds will be granted for the unused portion of your trip.

We are writing to let you know that we have received your BetterBusiness Bureau concern in our Executive Offices. As we understand, youwould like us to honor the $175.00 per person on board credit.We escalated your issue to our Cruise Department and they advised thatthey will honor the per person on...

board credit on these bookings. Theyalso advised that they are currently in contact with you regarding thisissue. If you need further assistance with your cruise reservation,please feel free to contact us back.We apologize for the inconvenience and thank you for giving us theopportunity to assist you.Sincerely,Executive Offices

A [redacted] representative reached out directly to the customer to discuss this matter. Sincerely, Executive Office

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 contacted the property concerning
the consumer’s claims and we were advised that they did not receive any
complaints or issues reported during the guest’s stay. As a gesture of
goodwill, Priceline provided a refund equal to 20% of the purchase.  A refund in the amount of $142.28 was issued
on May 13, 2016. The consumer may contact the bank directly to inquire about
the status of the refund.
 I am sorry
that Priceline is unable to assist the consumer any further in this situation. The consumer/Bureau may contact the property directly for further assistance.
 
Sincerely,
N. D'Angelo
Executive
Services

Complaint: [redacted]
I am rejecting this response because:The amount of the refund doesn't justify ruining a couples wedding night. When we spoke with people on the phone they were rude and non-responsive. $53 means little to me and I've yet to even get an apology... 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I did not change my plans. I have a car booked for a week. I am using the commodity in the timeframe reserved. This is not like an air flight where picking up a later flight would have different a different cost basis. [redacted]'s 24 hold policy for a reservation stems from the fact that their cost basis for utilization of the commodity (car) doesn't start until the car is picked up. IE: If I were to pick up the car a day later they would effectively get 1 less day of revenue. I am however paying for that day, as this is a non-refundable reservation, and priceline.com is keeping this money unfairly. Non-changable as I interpreted it when booking the reservation with priceline.com to me meant moving the reservation to a different time interval (period). This is the most logical interpretation.Sincerely,
[redacted]

I have received the consumer’s additional comments.  As you requested, we have again reviewed this matter to see if we overlooked anything that might support a more favorable conclusion. Unfortunately, there is nothing we can add to what has already been stated in our previous correspondence. We are sorry that we are unable to assist the consumer any further in this situation.
Sincerely,
N. D’[redacted]
Executive Offices

We are writing to let you know that we received your Revdex.com concern in our Executive Offices. We understand that are requesting for a refund of the reservation as there were changes with your plans.   We apologize for the confusion when you booked this reservation. We...

see that the rate you purchased is a restricted rate and was not supposed to be cancelled or refunded, as stipulated on your contract. We have reached out to our  hotel partner and they provided us an exception to the no-cancel policy. They will let us cancel your reservation for a full refund. However, we reviewed our records and determined that we received notification from your bank on October  17, 2017 that you have disputed this transaction. This effectively reversed the sale and initiated the chargeback process between your bank, the card company and Priceline. Because of this, we have to wait for the chargeback process  to complete.   We apologize for any inconvenience and thank you for your patience while we work to resolve your concerns.   Sincerely,   Executive Offices

Dear Mr. [redacted],
 
Thank you for taking the time to contact us regarding your vacation package reservation under Request Number [redacted].
 
We are writing to let you know that we have received your Revdex.com concern in our Executive Offices.
 
We understand your...

concern about the bedtype for the hotel portion of your reservation with the [redacted]. We have reviewed your reservation in our system, and our records indicate that you selected a roomtype that states the following during the request process: Resort View Leisure; two beds requested.
 
We have contacted the hotel to verify if they can confirm your roomtype for two beds; however, they advised that they do not have availability for two beds, and that they can only accommodate this roomtype with one king bed. They advised that this room can be occupied by three adults.
They added that you may request for a roll-away for an additional fee of
$35.00 per night.
 
If you decide that you would like to cancel your room accommodations, we can offer an exception to issue a full refund for the hotel portion of your reservation; however, you need to inform us by September 14, 2015.
We are no longer able to cancel the room after that time.
 
We are unable to guarantee the same rate and availability of rooms if you decide to cancel and rebook your hotel reservation.
 
If you would like to keep your hotel reservation with the one king bed and pay the $35.00 per night hotel fee for a roll-away, we can check with our management team if we can process a reimbursement of this additional fee.
 
Please reply to this email as soon as possible with your decision so we can further assist you.
 
We look forward to hear from you.
 
Sincerely,
 
Nico T[redacted]
Executive Offices

Hi Revdex.com.  Please see the response to the rejection we have sent the customer.Dear Mr. [redacted], Thank you for taking the time to contact us regarding [redacted]'s reservation at the [redacted] [redacted] for Trip Number [redacted]. We are writing to let you know we received your Revdex.com complaint in our Executive Offices. We apologize for the inconvenience. We understand you are requesting for a full refund of your reservation because the hotel's swimming pool was not available during your stay. We reviewed your information with your confirmed hotel and verified your reservation was used. The hotel will not allow any refunds or compensations. Based on the Hotels cancel policy, this is normally a non-refundable reservation. As a one time exception, a full refund was issued on October 28, 2016 in the amount of87.74 USD. The refund was processed through our system within one business day; however, bank processing time varies, so please check with them if you don't see the refund in your account within a few business days. Thank you for the opportunity to assist you and we hope you find this information helpful. Sincerely, Junko A[redacted]Executive Offices

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

learn
that you are not happy with the hotel you received. As I understand, you felt
the star rating assigned to your hotel was not accurate.
 
The hotel chains listed in the Star Level descriptions
are for example only and do not necessarily reflect hotels that participate in
the Priceline's Express Deal program. Keep in mind that not all properties
under a single chain will hold the same star level rating. While we may offer
the name of a hotel chain as an example for a specific star rating, individual
properties within that chain may actually have a higher or lower star rating
based on the actual quality of that property.
 
We have researched to find that this hotel does meet our
expectations for the star rating selected on our website. Our competitors also
rate this hotel as follows:
 
[redacted]
[redacted]
[redacted]
 
[redacted]
[redacted]
[redacted]
 
[redacted]
[redacted]
[redacted]
*
[redacted]
[redacted]
[redacted] [redacted]
 
In addition, guests who have previously stayed at this
hotel have told us how much they enjoyed their stay by sending us positive
reviews about the overall quality, cleanliness, location, and amenities. This
hotel has an Overall Guest Rating of 8.5 out of 10 on The Priceline Scorecard.
You can review the Overall Rating as well as real
traveler?s reviews for this hotel on our website.
 
Per our Quality Experience Guarantee, your hotel has been
star-rated by priceline according to our rigorous rating system. This means
that our hotel staff has researched your hotel, reviewed customer comments and
compared star ratings assigned by other rating services. The hotel you get will
meet Priceline's strict quality standards.
 
Under normal circumstances, your Express Deal reservation
is restricted and it is not supposed to be changed or cancelled. I have reached
out to our hotel partner and they are currently allowing a one-time exception.
They are allowing us to cancel the reservation with no
penalty as long as we cancel it as soon as possible, at least 3 days before
your check-in date.  After that time we
will be unable to offer a cancellation even with a fee. For your reference,
your scheduled check-in date is Saturday, April 16, 2016.
 
If you wish to proceed with the above option, please
reply to this email with your decision.
 
I apologize for the inconvenience and look forward to
hearing from you soon.
 
Sincerely,
 
Berna A[redacted]
Executive Offices
  








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I am writing you today regarding your rental car reservation with Hertz Corporation under Trip Number [redacted].   I understand that you are not satisfied with the resolution we provided regarding your Revdex.com complaint. We reviewed your issue again to confirm that we did not overlook anything that might support a more favorable resolution. There is nothing we can add to what has already been stated in our previous correspondence.   Although we empathize with your situation, we are truly unable to assist you further in this matter.   Sincerely,   [redacted] Executive Offices

Dear Mr. C[redacted]
 
Thank you for taking the time to contact us regarding
your reservation at the [redacted] And [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 did not want to request a casino
hotel. Prior booking, we provide selections on our website for our customer's
to choose whether they would want a casino hotel or not. We reviewed your issue
and made a decision to offer a one-time exception. A refund request in the
amount of $53.03 was submitted to our management team.
Once approved, the refund may take place in 14 days.
 
Thank you for giving us the opportunity to assist you and
we thank you for your time.
 
Sincerely,
 
Frich Ad[redacted]
Executive Offices

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

the area where your hotel is located. We verified that your hotel is within the shaded area of the map that you selected during the booking process. Based on the number of hotels that participate in a program, Priceline may assign a number of hotels to one area. We also contacted your hotel; however, no exception can be made. We apologize; however, your reservation is restricted. It cannot be changed, cancelled or refunded.   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

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

Resort's All-Inclusive reservation. We apologize
for the inconvenience. We contacted the hotel and verified that the guaranteed
reservation is not All Inclusive. Should you wish to change the reservation,
the hotel will charge $55 per person per night. This change may be done
directly with the hotel. Once the changes have been made, and the hotel has
charged you with the upgrade fees, we would like to request for a copy of the
receipt.
You may [redacted]d the receipt as an attachment in reply to
this email. The attachment needs to be a PDF or JPG file no larger than 2MB.
Also, you may [redacted]d it to fax number ###-###-####. Once we have the receipt, we
will verify the charge and process a refund for the appropriate amount.
Please be advised that the reservation is guaranteed to
be All Inclusive for up to 5 adults only as requested on this package
reservation.
We apologize for the inconvenience and hope you found
this information helpful.
Sincerely,
Zadhy [redacted]
Executive Offices








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Hello.  Please see the response below that we have emailed to our customer.  Thanks. [redacted]
*Thank you for taking the time to contact us regarding your reservation at the Holiday Inn [redacted]e 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 credit as you were unable to use the reservation due to your wife’s illness. We hope that she is better now.  We reviewed your concern with your confirmed hotel. We apologize that we are unable to provide the credit/refund you are requesting. The reservation you purchased, per contract, is non refundable, and the hotel’s record is showing that it was used.  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

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 understand your concern about the hotel's quality. We further reviewed your room details and verified that there was no guarantee of a coffee maker. Furthermore, we verified that there were no complaints received by the hotel about the room where you were checked-in. The hotel is consistently rated and is evaluated of difference criteria. We have documented your experience for future references; however, we can no longer offer further compensation or refund. We appreciate your feedback. We are sorry we did not provide you the answer that you are looking for and we thank you for your time. Sincerely, [redacted]Executive Offices

*
[redacted]
I am rejecting this response because:The company is delaying resolution due to a pending credit card dispute.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:So for the complaint below I have accepted the resolution on March 8th for the full refund amount as per the message from Revdex.com for the booking that I never stayed. I called Priceline customer service inquiring about the refund and they said they can't do anything and I will have to contact my bank. My bank said they don't see any refund coming to the account for the dollar amount mentioned below. Can you please let me know what's going on with this and when I should see my refund to the credit card otherwise I will be opening another complaint regarding this issue. This is been a nightmare for me dealing with Priceline and Revdex.com seems like no one knows what is going on with this.  My take from the message sent to me from Revdex.com on March 8th is that I'm receiving the full refund but Priceline has a different story. Please advise. Thanks 
Sincerely,
[redacted]