Stahl Construction Company

[redacted]
 
Thank you for taking the time to contact us regarding
your reservation with [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 contacted [redacted] to cancel your
reservation. Since we were the one who booked and charged your reservation, our
rental partners would refer you back to Priceline for any changes or
cancellations. We reviewed your booking and verified that you selected a
restricted rate. When you submitted your request, we immediately locked in our
rate to secure your reservation. We apologize; however, your reservation is
restricted. It cannot be changed, cancelled or refunded.
 
We are sorry we did not provide you the answer that you
are looking for and we thank you for your time.
 
Sincerely,
 
Frich Adricula
Executive Offices

Dear Ziyan Zhang,   Thank you for taking the time to contact us regarding your reservation with the [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 your...

reservation was cancelled without your approval. We truly apologize for the inconvenience. As mentioned on the emails that were sent out, the property incorrectly loaded a rate of $24.00 per night. The hotel stated that this rate was not correct, and they are not honoring any reservations booked at this price. As a result, all reservations booked at the incorrect rate cannot be fulfilled and the hotel is cancelling these bookings. This issue was caused by the hotel and all bookings, regardless of where they were placed, will not be honored by them.   As soon as we received this information, Priceline sent emails advising that reservations have been cancelled. Additionally, for each cancelled reservation, we included a 15% coupon that can be applied on a future Hotel Express Deals reservation. These coupons are valid for 1 year and will expires on April 01, 2018.   Also, as an additional compensation for each cancelled booking, we can offer a $25 credit towards a future published hotel reservation purchased on our website. Once the new reservation is booked, call us back at [redacted] with your new reservation number and we will apply the additional $25 credit.   We apologize; however, we cannot reinstate the reservation.   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

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. The consumer is disputing the charges associated with changing the name on the ticket. Unfortunately, upon careful review of this matter, there is nothing we can add to what has already been stated in our previous correspondence. We reviewed the call and verified that the agent who assisted the consumer when exchanging the reservation correctly advised of the fees associated with the exchange and the customer agreed to proceed with the exchange. The $25 refund is simply a goodwill gesture on our part. Our quality control and training recordings are for internal use only. Privacy concerns dictate that we do not distribute or publish recorded telephone calls. I am sorry that we are unable to assist the consumer any further in this situation.
Sincerely,
N. D[redacted]
priceline.com

From: [redacted] Sent: Thursday, May 18, 2017 1:28 PM To: [email protected] Subject: Fwd: Your complaint has been received   Good afternoon.  I submitted a complaint this morning about Priceline. After further exploring the issue. I...

realized that I was given the option to review the the mistake before I clicked purchase (although I did not notice the error and I'm not sure how/why the search query changed). I did not notice the error, so I would like to withdraw or update my complaint if possible. After several tries I was finally able to get a customer service representative on the phone.  I do appreciate that Priceline was able to refund most of the money. Any help you could provide in assisting me with updating this complaint would be greatly appreciated.  Thanks! [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. Our records show that the rate selected is
non-changeable, non-cancelable and non-refundable. The consumer’s contract page discloses the following:·      
Your car will be reserved for unlimited mileage,
but some car companies have additional restrictions regarding mileage. Please refer to [redacted] specific policy. Please note that
the [redacted] specific policy shows the following: Renters with a FL
driver's license will receive a 150 free miles per day and each additional mile
is 0.25. This information
was presented to you prior to purchase when you were asked to review your
reservation, including the terms associated with cancellations or changes. When
you purchased your reservation, you agreed to those terms. Therefore, we are
unable to process a refund for this reservation. For your reference, a copy of the contract page is
attached hereto. [redacted]
*The contract page disclosed the terms and conditions of the
reservation. Sincerely, N.
D’[redacted]
Executive Offices

RevDex.com, Inc.
Our
record indicates that this matter has been addressed with the consumer, and a
refund in the amount of  $1,586.44 is being processed.
Sincerely,
[redacted]
Priceine.com

Dear Ms. [redacted],
Thank you for taking the time to contact us regarding
your airline reservation with China Southern Airlines under Trip Number
[redacted]19.
We are writing to let you know that we have received your
Revdex.com concern in our Executive Offices. We understand...

your
request to be refunded for the $150.00 fee that you were charged to cancel your
reservation because you were booked for the incorrect alternative return
flight. We have reviewed our records and verified that you accepted the return
flight departing at 1:55pm on August 20, 2016. We apologize; however, we are
truly unable to refund the $150.00 cancellation fee.
We are sorry we did not provide you the answers you were
looking for and we thank you for your time. 
Sincerely,
Nico Tu[redacted]
Executive Offices

Complaint: 1[redacted]
I am rejecting this response because: I wanted to be compensated for full refund of $175.00 but given 20% of the charge. The industry standard is 100% on business error. Travel and leisure industry runs on the trust given by customer. That's why customers give 100% business every time they travel.

Hello.  This customer's booking was through our sister company, [redacted]  Here is a summary of what we found upon researching the customer's complaint. Issue: The customer claimed she was charged a higher rate than what was quoted during booking.Resolution: The reservation was booked through priceline.com but serviced by [redacted] We contacted [redacted] and they advised that the customer is expecting a refund of more than $500 for the overcharge, but they have gone through the invoice with the property and determined that the invalid charge was only for $114.72. The remaining overcharge was for food and beverage which were legitimate charges and cannot be refunded. [redacted] has informed the customer that the hotel has agreed to refund the overcharge for $114.72 but the remaining charges for food and beverage cannot be refunded.

I am writing you today regarding your hotel reservation at the [redacted] under Trip Number [redacted].   I am writing to let you know that we have received your Revdex.com complaint in our Executive Offices. I understand your concern about receiving a hotel with...

a different star level than what you requested.   Please note that we book customers into hotels with an equal or higher star level than originally requested. This means customers get more value/higher quality hotel for the exact same price. Prior to booking your reservation, we indicated on your contract page that we will book your reservation in a property with an equal or higher star level than you requested. When you agreed to submit your request, it indicated that you accepted this condition. However, I see that a one-time exception has been offered and your reservation has been cancelled for a full refund.    I hope you have a wonderful day.   Sincerely,   [redacted] Executive Offices

Dear Mr. [redacted],
 
We are writing to let you know that we have received your
Revdex.com concern in our Executive Offices regarding your vacation
package reservation booked under Trip Number [redacted]. As we understand,
your flight was cancelled due to bad weather and...

you would like to receive a
refund for the hotel portion of your vacation package.
 
We have reviewed this concern and verified that the hotel
did not allow a refund due to a late cancellation notice. However, because we
value your business, we have canceled your hotel reservation and processed a
refund in the amount of  $276.98 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

Per the cancellation policy affiliated with this reservation:  For the room type you've selected, you can cancel your reservation for a full refund up until noon on Thursday, November 24th (local hotel time). If you decide to cancel your reservation anytime between noon on Thursday, November 24th and noon on Friday, November 25th (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, November 25th). The customer contacted us after the cancel policy kicked in so this one night reservation remains non refundable.

Complaint: [redacted]
I am rejecting this response because: I feel priceline is deceptive in its advertising and wording.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The Express Deal I referenced when calling Priceline customer service clearly states the name of the hotel ([redacted]) prior to the purchase, and hence meets the criteria of the price match policy. Please see attached screenshot which clearly shows the deal is for the same hotel, travel dates etc. as the trip number in question.
Sincerely,
Natanya H[redacted]

[redacted]
 
Thank...

you for taking the time to contact us
regarding your vacation package reservation under Trip Number [redacted]
 
I am writing to let you know that we have
received your DOT inquiry in our Executive Offices. Please accept our apology
for the frustrations that you have encountered with this booking. I understand
your request for a refund since your flight was delayed and the new schedule
did not work for you. We have contacted [redacted] Airlines on your behalf, and
they confirmed that they will go ahead and refund your ticket. Please be
advised that it may take a couple of weeks for this refund to be processed to
your account.
 
Our records indicate that the [redacted] agreed to make an exception and allowed the cancellation
of your room; however, they charged a one-night penalty. A refund of the two
remaining nights for $170.64 was processed on July 29, 2016.
 
Since you are a valued customer of
priceline, we have decided to cover the one-night penalty of $85.32. This
refund will be processed through our system within one business day. If you
need to check the status of your refund after a few business days, please
contact your bank directly to inquire about their processing time.
 
Thanks for choosing us, and we look forward
to serving your future travel needs. Please feel free to reply to this email if
you have any questions.
 
Sincerely,
 
[redacted]
Executive Offices

Dear Ms. [redacted],
 
We are contacting you today regarding your airline
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
have some concerns...

regarding the dates booked for your reservation. We reviewed
your request in our system and did not find any error. We verified that there
were 2 separate sessions at the same time. We verified that there was a session
with Kayak and Google and that went down the Name Your Own Price path. Then you
switched back to the Kayak session and submitted the offer for July 17, 2015.
We apologize; however, we are unable to process a refund or credit for your
reservation.
 
We are sorry we did not provide you the answers you were
looking for and thank you for your time.
 
Sincerely,
 
[redacted]
Executive Offices

We have
received the consumer’s additional comments.  The consumer states: “The charges were FINALLY
released LATE afternoon on the 26TH”. We are pleased to hear that the credit card
authorization was released by the bank. We appreciate the consumer’s feedback
and apologize for any inconvenience the consumer may have experienced.
Sincerely,
N. D[redacted]
Executive
Services

Dear Mr. and Mrs. [redacted]
 
We are contacting you today regarding your reservation at
the [redacted]s 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 unaware that the charges will be in USD and you would like to be refunded
for the difference. We apologize for any inconvenience this may have caused.
 
We checked our records and verified that we stated during
the booking process that the charges will be in USD. This information was
provided on the contract page that you reviewed and initialed prior to booking.
 
As a gesture of goodwill, I submitted a refund request in
the amount of
36.90 USD which is the difference based on the exchange
rate at the time of booking. The refund request will be reviewed by our
management team and if approved, it may take 7- 14 business days to be
processed.
 
We apologize for the inconvenience and thank you for
giving us the opportunity to assist you.
 
Sincerely,
 
[redacted]
Executive Offices

Complaint: [redacted]
I am rejecting this response because:The hotel clearly saw this was a system error end and so does Priceline.  I selected the correct dates and upon submission the system generated its own dates.  Priceline was issued a refund because the hotel cancelled the reservation and refunded, Priceline,  the money.  As a result the company, Priceline should process my refund in the amount of $161.47.  It is poor customer service and it shows a lack of consideration for such an error that occurred on their watch.  Priceline and the hotel clearly acknowledge there was an error.  A blind man could see there is an issue.  As a result Priceline should refund the $161.47 as courtesy.  Effective immediately.  Anything less than a refund would be a theft and robbery.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because when I tried to use the reservation, but the hotel did not have the reservation. I had to pay separately for the hotel room. It is unethical to pay twice for a hotel room that Priceline did not provide. 
Sincerely,
[redacted]