Stahl Construction Company

Dear [redacted]
 
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 that you
are asking to cancel the reservation for a full refund or we cover the fee
which the hotel will charge for the extra guests that will use the room.
We have reached out to our hotel partner and they are
allowing an exception to the no-cancel policy. They will allow a cancelation
for a full refund up until 3 days prior to your scheduled check-in. Should you
want to proceed with the cancelation, kindly reply back to this email as soon
as possible with our consent to cancel. Please be reminded that your
reservation was booked for check-in on Wednesday, August 17, 2016.
 
We apologize for the inconvenience and hope to hear from
you soon.
 
Sincerely,
 
Berna A[redacted]
Executive Offices

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I will, however, suggest that the company train their employees (especially management) to handle situations similar to this in a more professional manner. It is never okay to make a customer feel unwanted or dispensable.
Sincerely,
[redacted]

Dear Ms. K[redacted]
 
Thank you for taking the time to contact us regarding
your reservation at  The R[redacted] 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] =  4
star
 
[redacted] =  4
star
 
T[redacted].com = 
4 star
 
[redacted] = 
4 star
 
[redacted]m = 4 star
 
Under normal circumstances, your Express Deal reservation
is restricted and it is not supposed to be changed or cancelled. We see in our
records that the hotel has allowed a one-time exception and let you cancel the
reservation for a full refund.
 
I apologize for the inconvenience and hope you find this
information helpful.
 
Sincerely,
 
Berna Abel[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 are sorry that we are unable to assist the consumer any
further in this situation.
 
Sincerely,
[redacted]
priceline.com

I have received the consumer’s additional comments.
Priceline is unable to locate the consumer’s reservation purchased directly
with Choose a Room. In the event that the consumer purchased the reservation
with Priceline, we ask that the consumer provide the 11 digit Priceline Request
Number in order to review the reservation. Please note that priceline.com does
not have access to reservation made directly with [redacted] at
[redacted]  We suggest that the
Consumer contact [redacted] directly for any assistance related to
the referenced purchase.
The Bureau/Consumer may contact:
Mr. [redacted]
Email address: [redacted]



















[redacted]
 
Sincerely,
[redacted]
priceline.com

Please see the response that we sent to the customer below.[redacted] Thank you for taking the time to contact us regarding your reservation at the [redacted] And Spa for Trip Number [redacted] I apologize for the delay in resolving your concern. With our Express Deals, the hotel...

name is only revealed after purchase, and we have different hotel partners that provides inventory in our Express Deal program. There are instances that we have multiple partners that provides an inventory to a deal. For that, our system will not be able to be specific with possible fees that the hotel you will receive. However, we always advise on a Contract Page, right before booking, that the, "Reservation holder is required to present a valid Photo ID and Credit Card at check-in for incidentals, hotel imposed fees, that could be mandatory (e.g., resort fees) or optional (parking, minibar etc.), and deposits." But rest assured that we always strive for a better customer experience. With your reservation, we see in your Contract Page, that the deal you selected promised a 14% savings. Before submitting your request, we presented you with a Contract Page to review. The contract has information of your request, including the summary of charges and the total savings you will get from the deal you selected. I am sorry that you were unable to grab one of our deals that offers 44% savings. I have confirmed with our hotel partner that your reservation is in their system. Under normal circumstances, your Express Deal reservation is restricted and it is not supposed to be changed or cancelled, as stipulated on your contract. 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 for a full refund. This option is only available up until 72 hours prior to check-in. After that time, we will be unable to offer a cancellation even with a fee. For your reference, your scheduled check-in date is Thursday, November 24, 2016. If you wish to proceed with the above option, please contact me directly at: [redacted]. The Executive Office hours are 9:00 a.m. to 8:00 p.m. Eastern Time, Monday through Sunday. You will need to enter your Trip Number, which is [redacted] when you contact us. You may also reply to this email with your decision. 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. I apologize for the inconvenience and look forward to hearing from you soon. Sincerely, [redacted]
[redacted] Tell us why here...

We have requested [redacted] to provide the name of the manager who offered the cancellation/refund of the unused reservation.

We are sorry that the consumer is not satisfied with the quality of the Published Price 2 star property selected.
The consumer selected a Published Price reservation from a list of properties and room rates, including customer guest reviews about the overall quality, cleanliness, location,...

and amenities for the property. Upon review of this information, the consumer chose to select the [redacted]. 
We are sorry that the consumer was not satisfied with his/her reservation and requests a refund. This matter clearly concerns claims that can only be validated and addressed by the property selected by the consumer. We are sorry that we are unable to assist the consumer any further in this situation and suggest that the consumer/Bureau contact the property manager of the [redacted] Hotel concerning any additional assistance or inquiries relating to the guest’s reservation.
Attached hereto is a copy of the consumer’s contract page authorizing the terms and conditions of the selected reservation.
The cancel policy discloses the following:
·     For the room type you've selected, you can cancel your reservation for a full refund up until noon on Monday, September 28th (local hotel time). If you decide to cancel your reservation anytime between noon on Monday, September 28th and noon on Tuesday, September 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 (Tuesday, September 29th).
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 2015-09-27 07:47:52
[redacted]
 
[redacted]
FREE Cancellation until 12:00 PM on 09/28/2015
Freebies:
Hotel Freebies:
Special Discount 8% off — Free breakfast, free internet in room and free parking
C[redacted]
Room Type: Double Room with Two Double Beds ~ Non~Smoking
- Max 2 Guests
 
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 Monday, September 28th (local hotel time). If you decide to cancel your reservation anytime between noon on Monday, September 28th and noon on Tuesday, September 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 (Tuesday, September 29th).
Summary of Charges
Room Cost
(details)
$99.60
Rooms
1
Nights
7
Room Subtotal
$697.20
Taxes & Fees
$81.48
Total Charges
$778.68
Prices are in USD
promo cancel policy
Cancellation Policy
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.
[redacted]
   
I agree to the Booking Conditions, Terms and Conditions and Privacy Policy by booking this room.
Important Information
·     Room Description: 2 doubles, NS, coffee maker, WIFI, cable TV, free local calls, iron with board, private bath, hair dryer
·     Rate Description: Websaver - Full pre-payment required upon booking
·     Hotel Freebies Details:
   Special Discount 8% off — Book Now and Save
 — Promotion Details — Negotiated Specials may be limited to certain dates and subject to availability.
   Free breakfast, free internet in room and free parking
Promotion Details
Negotiated Specials may be limited to certain dates and subject to availability.
x close window
·     Cancel Policy: 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 Monday, September 28th (local hotel time). If you decide to cancel your reservation anytime between noon on Monday, September 28th and noon on Tuesday, September 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 (Tuesday, September 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.
·     Pet Policy: Pets are welcome with a 100USD refundable deposit and a fee of 25USD per pet per night. Contact directly. Pet Deposit: 100.00
·     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.

Complaint: [redacted]
I am rejecting this response because: Priceline has decided to arbitrarily ally legal boundaries to its benefit. Maps allegedly reviewed by Priceline have not been provided nor are they referenced in the contract. The contract provides for [redacted]. I don't disagree with that. However the hotel is not in centre city. This is clearly established by historical boundaries, established in the electoral roles and clearly defined by the [redacted] service. The fact Priceline has arbitrarily decided to redraw these legal maps is completely irrelevant. The contract clearly is void based on misrepresentation of location. Additionally the hotel was/is unable to provide a fully accessible room for the trip. Never the less Priceline is clearly in the wrong. 
Sincerely,
[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.   I understand that the rental partner also charged you...

for this reservation. I have reviewed your record in our system and it shows that you booked a prepaid rental through us. We have investigated your issue with [redacted] however, they confirmed that you were not charged for the base rate you paid in advance through us. According to the numerous Budget representatives we spoke with, they charged you for the Loss Damage Waiver you purchased at the counter. Also, they mentioned that you were charged an additional fee for upgrading your rental from Economy Car to Mid-Size Car.   I apologize; however, we cannot offer any refund. As stipulated on your checkout page, you will be responsible for additional products or service you may have added to your reservation.   For your reference, I have attached your rental e-receipt showing the breakdown of charges you incurred from the rental partner.   We hope you find this information helpful.   Sincerely,   [redacted] Executive Offices

Complaint[redacted]
I am rejecting this response because: The Double Tree Hotel did NOT reach out to me as they told Priceline that they would. I have reached out to th[redacted]n 3 separate occasions before filing this complaint and they never returned any of my messages. I also waited on hold for 38 minutes while Priceline customer service team members tried to reach the Double Tree. I have sent 8 separate emails to Priceline, all of which they told me they were still trying to get a hold of the Double Tree. It has been two months since my stay at the Double Tree and I have been trying to get a hold of them directly and through Priceline for the entire 2 months. Priceline recommended and endorsed this hotel (I did not chose this hotel, it was chosen for me through Name Your Price), and they can not even be bothered to get in touch with a customer who spent $1,260 with them! If Priceline is going to place customers at hotels, they need to ensure the hotels will actually treat their guests properly and resolve issues in a timely manner. The next step will be filing a fraud charge with my CC if I don't hear back from Priceline/Double Tree. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Before negotiating my own price, I carefully researched every 5- star hotel description in location 7( [redacted] Strip) placed there according to priceline's description for each hotel. Priceline has become very misleading. In the specific description section of each particular hotel is accurate but when you go into the name your own price section they change it to include hotels that were not mentioned in that zone in the specific hotels description. I will not be using Priceline any longer as there are many more competitors available that do not use these deceptive practices. I will surely  make these deceptive practices known on travel blogs and other travel websites to make it known that Priceline is conducting business in a dishonest, misleading, and unethical way. I have attached a file with a snap shot of Priceline's own website showing how they themselves describe the location of the Trump Hotel. After doing some research of my own, I can see that I am not the only customer to experience this. There are many more very similar complaints regarding these deceptive practices. 
 
Sincerely,
[redacted]

Revdex.com, Inc.
 
I am in receipt of the complaint initiated by the
above-mentioned consumer and appreciate the opportunity to respond.
 
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 selected a reservation that
provided greater savings and less flexibility.
 
Attached hereto, is a copy of the consumer’s initialed
contract page authorizing the non-refundable, non-changeable terms and
conditions of the selected purchase.
 
Important Information
 
Once
you've reviewed your information above, please review the following rules
regarding rental cars issued through priceline.com:
 Rental cars are non-refundable,
non-transferable and non-changeable even if the reservation is not used.
If your request is successful, Priceline will
immediately lock in your reservation and charge your form of payment.
 
I thank you for the
opportunity to clarify.
Sincerely,
[redacted]
Priceline.com
 
 
This checkout page for trip number [redacted] was submitted on 2015-04-14 12:22:11












 






















·       


5
·       


3

·       


AUTO
·       


AC
Unlimited Mileage
Standard Car with Unlimited Mileage




Pick-up: [redacted]
Drop-off: [redacted]
Pick-up Date & Time: Thursday, May 21, 2015, 12:00 PM
Drop-off Date & Time: Sunday, May 24, 2015, 10:00 AM
Rental Car Company:


Total Charges
3 Days at: $14 /day



Total:$76.36
Summary of Charges
Your Price Per Day: $14 (per day)

Total Rental Days:3
Subtotal:$42
Taxes and Fees: (details)$34.36
Total Charges: $76.36
Best Price Guaranteed
Prices are in US dollars.


Driver Information
First
MI
Last
Driver's age at pickup

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.

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

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

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:





Don't Forget
Collision Damage Coverage!
Collision Damage Coverage will be offered immediately
after purchase. Be sure to add coverage to enjoy these valuable benefits:
·       
Provides
Primary Coverage
·       
Includes
cost of repairs
·       
Cancel
with 100% refund
Important Information
 
Once you've
reviewed your information above, please review the following rules regarding
rental cars issued through priceline.com:
·       
Rental cars are
non-refundable, non-transferable and non-changeable even if the reservation
is not used.
·       
 
·       
If your 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.
·       
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.
·       
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.

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

Complaint: [redacted]
I am rejecting this response because:
Although I appreciate the response from Priceline, I have already admitted that I made a mistake. As a new Priceline customer, I am utterly shocked at the lack of cooperation with this business. I have bought a home, made and changed airline tickets, among many other things that have been far easier to change than this car rental. Not only was it not the cheapest rate, it is absolutely insane that I'm unable to edit a reservation at an AIRPORT. I'm just thinking that Priceline.com, a huge corporation, might be more apt to eat the $80 because of a customer mistake than me, a school teacher. This has been a very, very disappointing experience. Due to make lack of reading all the rules and regulations in the 'all important task' of renting a vehicle, I've lost out on some traveling money. I will forever keep this in mind as I continue to travel with other sites besides Priceline.Thank you for your complete lack of cooperation and consideration.
Sincerely,
[redacted]

Dear [redacted]
 
Thank you for taking the time to contact us regarding
your reservation at the Sleep Inn & Suites Panama City Beach for Trip
Number [redacted].
 
We are writing to let you know that we received your
Revdex.com concern in our Executive...

Offices.
 
We understand you are requesting for a full refund of
your reservation because you had a business meeting and you were unable to
travel. In addition, you advised you found a lower rate for your reservation
through groupon.com. We reviewed your request and verified your reservation
offers additional savings in price and has more restrictions. Your reservation
cannot be changed, canceled or refunded.
Through groupon.com, the name of the property is not
disclosed prior to purchase. To qualify for Priceline.com's Best Price
Guarantee, your claim had to meet the rules and restrictions. The lower rate
for the same exact itinerary must be available to the general public for
booking on a website in the same currency, using the same form of payment and
from the same point of sale as your original reservation when you call us, a
comparable cancellation policy. Our Best Price Guarantee does not apply to
fares that aren't available to the general public, such as those for corporate
customers, military personnel, students, children, senior citizens, groups, and
members of organizations such as [redacted] and [redacted]s well as wholesaler and
consolidator fares, convention rates, and fares purchased through coupon
promotions, loyalty and other "reward" programs. Fares that have been
partially refunded or canceled by priceline.com or others, and fares that are
part of promotional packages or that include additional amenities, such as
parking or meals, are excluded from the Best Price Guarantee.
 
Furthermore, our records indicate your reservation was
automatically canceled in our system because the charges were disputed with
your credit card company on June 25, 2016. Kindly contact your bank directly,
they will advise you of the outcome of your dispute. We apologize, we do not
have any other information and we are unable to issue any refunds.
 
Thank you for your time and we hope you find this
information helpful.
 
Sincerely,
 
Junko [redacted]
[redacted]

Complaint: [redacted]
I am rejecting this response because:  I believe this projected the [redacted] to be a descent place and it was not.  Priceline reviews sounded wonderful until you actually went to [redacted] website and the reviews are awful.  The [redacted] is not a quality place.  I don't consider drunk people  sleeping on the ground in the outdoor hallways to be quality.  The room was not clean, and the location is the slums.  The cab driver even advised us not to come out of our rooms once we got inside.  My daughter and I feared for our lives.  My daughter has used Priceline in the past and was very pleased.  This time it just was not close to being a reputable place to place.  I am very disappointed with this whole outcome.
Sincerely,
[redacted]

Dear Ms. H[redacted]
 
Thank you for taking the time to contact us regarding
your vacation package reservation at the [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 have issues with the hotel portion
of this package.
 
We apologize for the inconvenience. We have canceled the
hotel portion of this package and your refund has been processed. A refund for
$568.24 was issued today, August 3, 2016. 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.
 
In addition, please send us the receipt of the new hotel
accommodation that you have booked for us to refund the price difference. You
may send the receipt as an attachment using PDF or JPG format and  be sure that it is no larger than 2MB. Any
attachments that do not meet this criteria are considered potential for spam/malware/viruses
and are stripped from the email of our corporate email account. 
 
I hope you find my reply helpful and we thank you for
your time.
 
Sincerely,
 
Jenn [redacted]
Executive Offices

Complaint: [redacted]
I am rejecting this response because:Attached are the screenshots that I have captured regarding my agreement with Priceline.com.A few things to highlight --1. The description of 'incidentals' is in the first screenshot.  It's what I would consider as 'buried' in the list with things like parking which I would obviously pay separately for, or potentially decline by parking elsewhere and walking to the hotel, whereas the resort fee was charged to me immediately upon arrival. That's not an 'incidental' charge like stealing towels or drinking the $4 bottle of water.2. Please compare the 2nd screenshot (from my phone) against the screenshot my wife captured just a few minutes ago when doing a similar search. Notice how in hers, the 'resort fee' is a separate line item and specifically charged by priceline.com. Notice that mine says 'PAID IN FULL" which, to me, implies that I'm all set and no additional charges will come. It also says I saved 48%, which is false when you include the $20 resort fee (30% of my actual assumed price). In my wife's screenshot, it's quite ironic that hers states explicitly 'NO SURPRISES', yet when I booked through the same process I was quite surprised!3. In another of my screenshots, it shows a nice little breakdown of 'taxes and fees' which again excludes the resort fee. The remaining screenshot says the 'ROOM TOTAL' which is what I really expected to spend on a room. Unfortunately that wasn't the case.Long story short, your business needs to clarify how it wants to handle this type of charge. If I'm going to be charged an additional $20 at check-in, either Priceline should collect it up from (just like you planned to do in my wife's screenshot) or make it known that the hotel you plan to put me into will charge it, or offer me one that will not have that type of fee.I came to Priceline looking for a great deal. I'm totally dissatisfied because I feel deceived and paid too much for a mediocre hotel experience. 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. It is not satisfactory that four agents plus one executive complaint response did not have this explanation. Why would it take so many tries to explain a price difference? Very bad service.
Sincerely,
[redacted]

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 verified that the rental partner is considered an airport location. We spoke with [redacted] at the [redacted] Rent a Car [redacted] Airport location and were advised that [redacted] is located 7 miles from the airport and offer free shuttle service. We are sorry if the consumer is unhappy with the off-site rental company location; however, the selected reservation is non-changeable, non-refundable and non-transferable. We are sorry that we are unable to assist the consumer any further in this situation.
 
Sincerely,
N. D[redacted]
priceline.com