Stahl Construction Company

I understand that you are requesting to cancel this hotel reservation. I reviewed your reservation in our system and our record shows that you purchased a restricted rate, which means it cannot be changed, cancelled or refunded. I have contacted the property for exception; however, Michelle -...

Front Desk Clerk advised the same thing. She was asked to discuss your concern with her manager and the same information was provided. We apologize; however, we are truly unable to make any exceptions for you. When we find a travel partner willing to accept your request, we immediately book the reservation in order to secure your low rate. Our system calculates that you saved 21.80 USD or 10.00% off of the hotel's lowest published rate available at the time of booking. Our travel partner accepted the rate on the condition that your reservation would not be changed or cancelled. I know you expect a different answer; however, there are no other options that I can offer because of the restrictions. Sincerely,Executive Offices

Complaint: [redacted]
I am rejecting this response because contract clearly stated flexible cancellation. Once I made the reservation  on the day of check-in and received the confirmation by email, and it said that there is no cancellation, I called Priceline immediately about the discrepancy on their own website. I would not have booked if the contract did not indicate "flexible cancellation."  These words are false advertising and because of this I requested that the reservation be cancelled immediately,  and also requested that they let the hotel know I would not be checking in. 
[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 I can add to what
has already been stated in our previous correspondence. I are sorry that we are
unable to assist the consumer any further in this situation.
 
Sincerely,
[redacted]
priceline.com

Complaint: [redacted]
I am rejecting this response because:The business is choosing to delay handling this matter due to the pending credit card chargeback, however, if they agree to issue a refund, then I will cancel the chargeback case.  The chargeback case with [redacted] is in a waiting period for the business to acknowledge this and do the right thing.   If they do, there is no need for the chargeback.   The chargeback will be closed on March 20th, so if the business does not agree to a refund by that time, then [redacted] will make a decision in this case.
Sincerely,
[redacted]

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 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
 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 [redacted] account the total cost of your stay. Rooms
purchased through priceline cannot be cancelled, changed or transferred and
refunds are not allowed. I
 
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.
 
We
appreciate the opportunity to clarify.
Sincerely,
[redacted]
Priceline.com
LLC
 
This checkout page for trip number [redacted] was submitted
on 2015-07-14 04:13:14



Please Review Your
Request















































2½ Star Moderate-Plus Hotel,
[redacted] ([redacted]) Area




















Which hotel will I get?

Check-In Date:

Sunday, July 26,
2015

Check-Out Date:

Monday, July 27,
2015

Region

[redacted]

City Area:

[redacted]

Check-In Time:

Varies by hotel. Guaranteed late
night arrival if needed.

Check-Out Time:

Check-out times vary by hotel

Room 1:

[redacted]

Number of Rooms:

1

Guaranteed Amenities:

Indoor or Outdoor Pool, Fitness
Center, Free Parking

Number of Nights:

1













 























Offer Price Per Room, Per Night:

US$ 70.00

Travel
Insurance:


US$
5.00






Subtotal:

US$ 70.00

Taxes and Service Fees:

US$ 17.59

Priceline Hotel Coupon:


-US$ 0.00





Total Charges*:

US$ 87.59

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 USD5.00 per room per night. Details.





*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 [redacted] 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 [redacted] 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.




I[redacted]

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

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.  We understand that the consumer believed she was making a purchase
in Canadian currency. Attached
hereto is a copy of the consumer’s contract page indicating:  Prices are in USD. Rooms purchased through Priceline cannot be
cancelled, changed or transferred and refunds are not allowed. As a goodwill
gesture Priceline made a one-time exception and issued a refund for the
difference in currency if the consumer had booked the reservation in Canadian
currency. Based on the exchange rates on the purchase date, we have come up to
a currency difference in the amount of $34.78, which has been refunded to the consumer. As noted on the contract page, the consumer’s selected reservation is non-refundable.
 
Sincerely,
N. D[redacted]
Executive Offices
 
Contract Page
3-Star hotel in the Downtown Calgary Area
Your room: 2 Double Or 1 Queen - Non-Smoking
Amenities: Pet Friendly, Business Center,
Restaurant, Swimming Pool
Check In: Thu, Mar 03, 2016
Check Out: Sat, Mar 05, 2016
Rooms: 1 room for 2 nights
Room Rate: $57.00 per room/night
Taxes & Fees: $22.70
Discount:
Room Total: $136.70
Hotel Fee: (Due at hotel)
Total Price: $0.00
Hotel fees collected in local currency: .
Promo code applied: undefined
Have a promo code?
View taxes, fees
& cancellation policy
 
Top of Form
1.    Guest
Info (Room 1)
Guest
name and billing name are the same
Billing Info
Afghanistan
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Antarctica
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Armenia
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Christmas Island
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Comoros
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Cook Islands
Costa Rica
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Curacao
Cyprus
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Dem Rep Of The Congo (Zaire)
Denmark
Djibouti
Dominica
Dominican Republic
Ecuador
Egypt
El Salvador
Equatorial Guinea
Eritrea
Estonia
Ethiopia
Falkland Islands (Islas Malvinas
Faroe Islands
Federated States Of Micronesia
Fiji
Finland
France
French Guiana
French Polynesia
French Southern And Antarctic Lands
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Georgia
Germany
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Greece
Greenland
Grenada
Guadeloupe
Guam
Guatemala
Guernsey
Guinea
Guinea-Bissau
Guyana
Haiti
Heard Island And Mcdonald Islands
Holy See (Vatican City)
Honduras
Hong Kong
Hungary
Iceland
India
Indonesia
Iraq
Ireland
Isle Of Man
Israel
Italy
Ivory Coast
Jamaica
Japan
Jersey
Jordan
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Kiribati
Kosovo
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Laos
Latvia
Lebanon
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Macau
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Malawi
Malaysia
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Mali
Malta
Marshall Islands
Martinique
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Mauritius
Mayotte
Mexico
Moldova
Monaco
Mongolia
Montenegro
Montserrat
Morocco
Mozambique
Myanmar
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New Zealand
Nicaragua
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Niue
Norfolk Island
Northern Mariana Islands
Norway
Oman
Pakistan
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Panama
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Paraguay
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Poland
Portugal
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Republic Of Korea
Reunion
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Sint Maarten (Dutch Part)
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Togo
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Tonga
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Tunisia
Turkey
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Ukraine
United Arab Emirates
United Kingdom
United States
Uruguay
Uzbekistan
Vanuatu
Venezuela
Vietnam
Virgin Islands
Wallis And Futuna
Yemen
Zambia
Zimbabwe
Credit Card Info
Expiration Date and Security Code
Month
01
02
03
04
05
06
07
08
09
10
11
12
Year
2016
2017
2018
2019
2020
2021
2022
2023
2024
2025
2026
2027
2028
Send
me email deals
No need to pay today! Your payment will be due at the hotel.
This property accepts the following: .
Priceline will use this card to reserve your room, but you will
pay the hotel directly when you stay. This property accepts the following: .
By tapping Book Now, I agree to the Booking Conditions , Terms and Conditions , and Privacy Policy
Booking Conditions ?
tap to close
I
agree to the Terms & Conditions, Privacy Policy, and Booking
Conditions below. ? ?
All rooms will accommodate up to 2 adults.
Requests for bed types (King, Queen, 2 Doubles, etc.) or other special requests (including preferences for
smoking or non-smoking rooms) should be requested through your confirmed hotel
and cannot be guaranteed by Priceline.
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.
The hotel that is booked 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 request.
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.
If your request is accepted, 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 request is not
accepted, your credit card will not be charged. Prices are not guaranteed until
purchase is complete.
Priceline.com is unable to facilitate a rebate
of Canadian Goods and Services Tax (\"GST\") for U.S. resident
customers booking Canadian hotel accommodations utilizing the priceline.com
service.
Bottom of Form
Important Info Page
Taxes and Fees
Amount: $22.70
Prices are in USD.
Cancel Policy
This rate cannot be cancelled, changed or transferred. Refunds
are not allowed.
·      
About -Star Hotels
·      
About Taxes and Fees
·      
Important Information
·      
Terms & Conditions
·      
Privacy Policy
Back to Checkout
Booking Conditions
All rooms will accommodate up to 2 adults.
Requests for bed types (King, Queen, 2 Doubles, etc.) or other special requests (including preferences for
smoking or non-smoking rooms) should be requested through your confirmed hotel
and cannot be guaranteed by Priceline.
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.
The hotel that is booked 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 request.
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.
If your request is accepted, 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 request is not accepted, your credit card will
not be charged. Prices are not guaranteed until purchase is complete.
Priceline.com is unable to facilitate a rebate
of Canadian Goods and Services Tax (\"GST\") for U.S. resident
customers booking Canadian hotel accommodations utilizing the priceline.com
service.

Complaint: [redacted]
I am rejecting this response because:  I don't recall receiving an email regarding the complaint.   I apologize for not responding.   However, there was no resolution to my original complaint.   I believed Priceline was not honest.  I completed an entire form regarding the passenger and the information was deleted.  There is no way to make a reservation without filing out the passenger's information and I did.   How did my name appear as the passenger when I only used my payment information to pay for the ticket.  One of the required information is the passenger's date of birth.   I never gave mine.  I only provided the passenger's.  But the representative refused to look at the completed passenger information.  Had she done so she would see that I was clearly not the passenger.  
Sincerely,
[redacted]

We are sorry that the consumer is not satisfied with her 4 star accommodations at the Club [redacted] Washington DC booked under Trip Number [redacted], and requests a refund for her stay at the property.
U[on review of this inquiry, we verified that the hotel has an average guest rating of 7.6,...

and this rating is based on actual reviews from customers who have booked on our site and stayed at the hotel. We also verified that the hotel is rated consistently as a 4 star hotel on other websites.
Thank you for the opportunity to review this matter.
Sincerely,
N D[redacted]
Executive Offices

I am writing to let you know that we received your Revdex.com concern in our Executive Offices. As I understand, you are receiving promotional email from priceline.com and you are unable to unsubscribe.   I have check our system and verified that we do not have your email address...

which is [redacted] in our email list. Can you please confirm that you are getting the advertising email at [redacted]? Once you confirm the email address in which you are receiving advertising email from us, I will escalate your case to our Marketing Team for further research.   Thank you for bringing this up to our attention, I hope to hear from you soon.     Sincerely, Executive Offices

Complaint: [redacted]
I am rejecting this response because:I had to pay for the negative account balance and still have not been compensated for this in any way. I am a mother of 3 living on welfare I know how every penny is going to be spent and for you to tell me that it's my mistake is ridiculous and offensive. When it came time for my money to be taken from me no questions were asked it was done like you were entitled to it, yet try to get my money back which I never authorized you to take and it's been the biggest hassle of my life. I'm so very upset by this and can't tell you what a negative impact this mistake has had on me and my family. I'm at risk of eviction my utilities were stopped at one point not to mention the gas and food we've gone without. I'm not asking for much just what Priceline stole from me.
Sincerely,
[redacted]

Complaint: 1[redacted]
I am rejecting this response because:This is a flat out LIE. The charges were FINALLY released LATE afternoon on the 26TH b/c I had to call into your customer service line, be lied to by one customer service rep, demand to speak to a manager - a very rude manager who FINALLY called my bank on 3-way to get them to take the charges off.   I have no idea how you can tell someone their card is rejected, then CHARGE them SIX times with NO reservation, then have your customer service reps LIE to them about how you have to wait 7 days to get the money back.  I had to be really ugly on the phone just to get MY money back, which is very sad.  TERRIBLE business practices from your company!!!!!  This caused me so much stress on top of having to go to a funeral on Saturday.  
Sincerely,
[redacted]

[redacted]   Thank you for taking the time to contact us regarding your reservation at the [redacted] Corporation 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 the counter did not release the vehicle because you only have a debit card at pick-up. We reviewed your issue with [redacted] Corporation. They confirmed that the reservation was not used and they will not be billing you for this booking.   We apologize for any inconvenience and hope you find this information helpful.   Sincerely,   [redacted] Executive Offices

Complaint: [redacted]
I am rejecting...

this response because:I wasted a lot of time on the phone checking facts about the hotel.  Priceline.com should have verified the information prior advertising free parking and pool. I believe, "Dinner on us"  ($100 gift card) is appropriate in this situation.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Berna of Priceline responded to my complaint, and I am very disappointed in her response.  I have used Priceline before, and I have normally had a great stay, so I am familiar with the bidding process. My problem here is that I do not believe I received what I bid on.  Ratings shared from other sites lends very little validity in in this case. I say that because I provided my own rating to Priceline as a "Verified Hotel Guest", but my rating is not on the website.  This proves to me that all of the travel sites including Priceline, will exclude negative ratings from time to time to achieve a particular rating/revenue stream.  Berna indicated in her email that I stayed at th[redacted]he entire time, as if that invalidates my complaint.  If she had completely read my complaint to the Revdex.com, she would see that I stated that I communicated with Priceline on the evening of my arrival to complain about the resort.  Also, if she and Priceline;s management checked Priceline's chat logs on 7/5/16, they will see that I chatted a long time with a Priceline representative about this matter.  At that time, I was told that [redacted], not Priceline, would have to okay a refund of my payment.  That would have been okay, but I was the told that Priceline could not guarantee that [redacted] would issue a refund, nor could Priceline locate a replacement hotel.  That's why I had no option but to stay a[redacted]  I am aware now, (as the Priceline representative stated upon the night of my arrival), that [redacted] and Priceline are trying to achieve a particular revenue target, with their Name that Price tool. And they, Priceline, is willing to go to any lengths to achieve it, even through deception to the consumer.
Sincerely,
[redacted]

I am in receipt of the complaint initiated by the above-mentioned
consumer and appreciate the opportunity to respond.
 
As noted on
the consumer’s contract page attached hereto, the consumer selected a Published
Price rental car reservation with Sixth
where payment is due upon...

pick up directly with the rental car company.
 
The consumer/Bureau may contact SIXT
directly for any assistance related to this matter.
[redacted] Rent a Car
Phone number:
[redacted]
[redacted] Rent a Car confirmation number:
[redacted]
 
Once again, thank you for getting in touch about this
matter. 
Sincerely,
 
[redacted]
Priceline.com
 
This
checkout page for trip number [redacted] was submitted on 2015-06-17 23:07:33












 

Previous Page /
Your Booking Details




















5 4 auto ac Unlimited
Mileage
Premium
Car - [redacted] or similar†
make / model not guaranteed
Pick-up / Drop-off:
[redacted]
[redacted]
Pick-up Date & Time:
Thursday, July 02, 2015 - 8:30 PM - Hours of
operation
Hours Of Operation for Pick-Up Location










Opening time

Closing time

5:30AM

1:00AM

[x] close
window
Drop-off Date & Time:
Monday, July 06, 2015 - 9:00 PM - Hours of
operation
Hours Of Operation for Drop-Off Location










Opening time

Closing time

5:30AM

1:00AM

[x] close
window
Rental Car Company:


On
Airport Pay at Pick-up Free
Cancellation


Add Child Seats and Special
Requests (Optional)
 
You can request any of the options
below. These requests cannot be guaranteed and additional fees
may apply. Contact the rental car company to confirm availability.

Child Seats


0
Infant
Child SeatFor infants less than one year and
under 20 lbs

0
Toddler
Child SeatForward facing for children weighing
20-40 pounds up to 40 inches in height

0
Booster
SeatFor children weighing 40 to 80 lbs

Special Requests

Left
Hand Handicap Control
Right
Hand Handicap Control
Navigational
System
Ski
Rack

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



Yes,
I'd like to purchase collision damage coverage for $11.00 per day.**For
customers with a New York State billing address the fee will be $9 per day
No
thanks. I prefer to decline coverage.


Summary of Rental Car Charges


An estimate of your rental car reservation is shown below.
Prices may vary depending on special requests and items purchased at the
counter.
(PCAR|4|R|N
ATL|ATL|191.85)
Daily Rate:
$191.85 (5 x $ 38.37 )
Taxes and Fees:
$77.76
Total Amount Due at
Pick-Up: Prices are in US dollars.
$269.61 Pay at Pick-up
Additional
payment required for special equipment.
Collision Damage Coverage
Amount Due Now:
$55.00 (5 x $11.00) Due today. Collision Damage Coverage
will be charged in USD.
Taxes and Fees
Here is a breakdown of the estimated taxes, fees,
and surcharges that apply to your reservation when you pick-up your rental
car:


























VAT

$24.53

Energy surcharge

$3.96

Customer Facility Charge

$20.00

Vehicle license fee

$7.96

Concession Recovery Fee

$21.31

Total Taxes, Fees and Surcharges

$77.76


Prices are in US dollars.
[x] close
window
Driver Information -
Must match photo ID
The driver may need to provide a credit card at the rental
counter. Please review the acceptable
forms of payment for this car rental to determine the specific
requirement.
[redacted]
**
[redacted]
Under 25?

Apply Other
Promo/Discount Codes (Optional)
Corporate Discounts or Special Rates
Please enter any special rates or
promotional codes that you would like to apply to this rental car
reservation. Be sure to confirm that these discounts have been applied when
you pick up your rental car.
Corporate Discount
Close


Flight Information (Optional)
 
This will be used by the rental car
company to monitor flight delays.
What Airline are you Flying?
-- choose --
Your Flight Number:
Important
Information
Once you've reviewed your
information above, please review the following rules regarding rental cars
issued through priceline.com:
·       
If you purchase collision damage coverage with this rental car
reservation, you will be charged now for the coverage. Cancellations with
100% refund will be permitted for Collision Damage Coverage until your
scheduled pick-up time.
·       
Payment for this reservation is due when the car is returned
and will be charged by [redacted] Rent a Car.
·       
Additional charges may apply at the counter if you pick up or
drop off the car at a different date, time, or location than you requested
for your reservation.
·       
Only the driver will be able to pick up this rental car at the
counter. An additional driver can be added at the counter for a fee payable
directly to the rental car company.
·       
Additional charges may apply for drivers under the age of 25.
·       
[redacted] Rent a Car will charge the driver at the rental counter
for optional items you add to your reservation, including any child seats or
special requests such as pre-paid fuel.
·       
The driver will be required to present a valid driver's
license and a valid credit card in his/her name at the counter for the
refundable security deposit. Rental car companies may have different
requirements for customers who will only have a debit card at the time of
pick-up. For more specific information or to determine whether a debit card
deposit is allowed, please review acceptable payment options in the partner's
policy information. Pre-paid cards or cash will not be accepted for the
security deposit.
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Your car will be reserved for unlimited mileage, but some car
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[redacted]   Thank you for taking the time to contact us regarding your reservation with the [redacted]or Trip Number [redacted]   I am writing to let you know that we received your Revdex.com concern in our Executive Offices.   I understand that you are...

not satisfied with this reservation because you felt that the star rating assigned to this property was not accurate. I also understand that you are not happy with the savings you received for this reservation.   I reviewed your record in our system and it shows that no specific savings percentage was guaranteed during the request process.   Also, when evaluating hotels, we take into consideration hotel industry information as well as customer feedback. We also assess each participating property on many different criteria, including cleanliness, guest satisfaction, decor, etc. Our ratings may vary from other national rating companies; however, they are generally stricter than others.   We found 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]   We are sorry to hear that you feel that this hotel does not meet your expectations. While placing your request, you agreed to accept any 2 or higher star hotel within the area(s) you selected. Your hotel does have a 2 star rating.   We do feel that this hotel is properly rated through our system, and we are unable to offer any refund or compensation at this time. However, if you experience problems while at this hotel, please contact the hotel's front desk and provide them an opportunity to assist you. If the front desk is unable to assist, please contact our Customer Service department for further assistance.   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

We are writing to let you know that we received your Revdex.com concern in our Executive Offices. We appreciate your business, and we are very sorry that you have been disappointed with the way this matter was handled. We reviewed your information with the hotel and verified your...

reservation was entirely used. Our partners have guest satisfaction in mind and will usually take steps to address concerns when received during stay. We discussed your concerns with the hotel's Manager, Balu for them to have an opportunity to address it. A full refund of 539.00 USD was issued on January 10, 2018 as a one time exception to the policies. All refunds are processed by our system within one business day; however, bank processing time varies. Your bank will then post it to your account; bank processing time varies so please check with them if you don't see it in your account within a few days. Thank you for the opportunity to assist you. We hope you find this information helpful. Sincerely, Executive Offices

I
have received the consumer’s additional comments. As you requested, I have
again reviewed this matter to see if we overlooked anything that might support
a more favorable conclusion.
 Our record indicates that the reservation was not cancelled due to
non-payment. [redacted] is the merchant of record and charged the consumer
for the purchase accordingly. American Airlines received a credit card dispute
for the charges of the ticket from the consumer’s bank. The ticket is
automatically cancelled once a dispute is initiated. The consumer must contact
the credit card issuing bank directly for any further information on the
dispute. I am
sorry that Priceline is unable to assist the consumer any further in this
situation.
 
Sincerely,
N.
D[redacted]
priceline.com











4/4/2016






Complaint

On 3/16/2016, I made a reservation on Priceline.com for a hotel in Page, AZ from 4/16/2016 to 4/18/2016
Itinerary# [redacted]
I used their "Express Deals" option. As per the express deals options page on Priceline.com, Comfort Inn & Suites is a 2 start hotel. I had opted for 2.5 star hotel...

and I was assigned Comfort Inn. Why should I settle for 2 star hotel when I have clearly paid for 2.5 star hotel. Within half hour of the online transaction, I called up the customer care for Priceline.com and explained my problem to a senior Customer Relations Agent - Alex. He agreed that on Priceline.com, [redacted] is referred to as a 2 star hotel but the specific [redacted] hotel in Page, AZ is a 2.5 star hotel. Because the express deals option, assigns the hotel after you have booked, there was no way I could have known which hotel I can get. I followed the advice that was displayed on the screen. I do have a snapshot proof where it clearly states that 2 star hotel - [redacted] or similar and 2.5 star hotel - [redacted] or similar. In spite of this misleading information of the page and the agent agreeing that there was a confusion, my request for assigning a 2.5 star hotel was denied. I was not asking for a refund or my money back or change in dates. I was simply asking that my reservation be honored and to be given a proper 2.5 star hotel. After spending an hour on the phone, Alex refused to entertain my question and got rude about it. I would like to report this matter as its clearly Priceline's fault and the misleading information on their website led to this whole issue. I have a snapshot of priceline's website to support my case.







Desired Resolution

I would like to be assigned a 2.5 star hotel room in Page, AZ as per my original request.

Consumer Business Dialog

Please see our response to our customer below. Thanks.[redacted] Thank you for taking the time to contact us regarding your reservation at the Wyndham New Yorker Hotel 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 were charged a hotel fee during your stay. We reviewed your concern with our sister company [redacted] and verified that the fee was stated on the website when you booked your reservation. We apologize, but we will be unable to refund the entire resort fee. However; we see that you have been charged a slightly higher amount compared to the one stated on your booking. We verified that you have been charged the amount of $31.57 per room per night when it was indicated that the fee would only be for $29.00. A refund of the difference in the amount of $8.70 was processed back to your credit card. Please contact you bank to check on their processing time.  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 Dear Mr. Er, Thank you for taking the time to contact us regarding your reservation at the Wyndham New Yorker Hotel for Trip Number 12300648340. We are writing to let you know that we received your Revdex.com concern in our Executive Offices. We understand that you were charged a hotel fee during your stay. We reviewed your concern with our sister company [redacted] and verified that the fee was stated on the website when you booked your reservation. We apologize, but we will be unable to refund the entire resort fee. However; we see that you have been charged a slightly higher amount compared to the one stated on your booking. We verified that you have been charged the amount of $31.57 per room per night when it was indicated that the fee would only be for $29.00. A refund of the difference in the amount of $8.70 was processed back to your credit card. Please contact you bank to check on their processing time.  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

Dear [redacted]Thank you for taking the time to contact us regarding your hotel reservation at the [redacted] And Golf Resort 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 this hotel reservation.We thank you for your patience while we research this booking for you. We are currently making attempts to resolve this issue for you. We hope to be in contact with you in 1 to 2 business days with a resolution. We appreciate your patience while we continue to work to resolve your issue.Sincerely,
[redacted]Executive Offices