Stahl Construction Company

Dear [redacted]
 
We wanted to take this time to contact us regarding your
reservation at the [redacted] San Diego Downtown booked under Trip
Number [redacted]66.
 
We are writing to let you know that we have received your
Revdex.com concern. As we understand, you are requesting a refund
for the reservation as you were not able to check in right after making the
reservation.
 
We are sorry to hear that you did not use the reservation
and have reviewed your concern. We see that you booked one of our restricted
reservations and asked to check in right away, prior to the hotel allowed check
in time. We are truly sorry if you were not able to check in during the hotel's
check in time and it is at their discretion to allow a customer an early check
in. The room was available for the night of the 17th as you had booked if you
were not able to use the reservation we are truly unable to issue a refund. On
the contract page provided prior to purchase it stated, "Rooms purchased
through Priceline cannot be cancelled, changed or transferred and refunds are
not allowed."
 
We understand that you are not happy with this policy,
and we really wish that we could give you the resolution that you are looking
for; however, your reservation is truly non-changeable and non-refundable.
 
We are sorry we did not provide you the answers you were
looking for and we thank you for your time.
 
Sincerely,
 
Bryan B[redacted]
Executive Offices

Please see the response we have sent to the customer. Thanks. [redacted]
*Thank you for taking the time to contact us regarding your reservations at the [redacted] By [redacted]s Downtown Hotel for Trip Numbers 4[redacted] We are writing to let you know...

that we received your Revdex.com concern in our Executive Offices. We understand that you inadvertently booked 2 reservations at the same hotel for the same date and you are requesting for a refund of the unused reservation, the Trip Number [redacted] Under normal circumstances, your reservation is restricted and it is not supposed to be changed or cancelled. As a gesture of goodwill, we cancelled your unused reservation and processed a full refund. A refund for 192.66 USD was processed today, November 24, 2016. The refund will be processed through our system within one business day. Your bank will post the refund to your account. Bank processing time varies, so please check with them if you do not see the refund in your account within a few business days. Thank you for giving us the opportunity to assist you.  Sincerely,  [redacted]Executive Offices

Complaint: [redacted]
I am rejecting this response...

because:Dear [redacted],   Thank you for your response.   Priceline Trip Number [redacted]/August 16, 2015 For: [redacted] ###-###-#### (Please do not contact this number regarding this complaint) Rental Date: August 23, 2015-August 26, 2015 [redacted] - [redacted] Int'l Airport/[redacted]   Please note that any/all correspondence regarding this complaint shall be handled through myself,  via my email addresses and phone number as below, and not with my husband as mentioned above:   [redacted] ###-###-####   Kindly note that my husband's flight(s) with Priceline.com was acceptable and this complaint does not involve the flight portion of my total [redacted] payment of $877.68. My complaint is with your rental partner, [redacted] Int'l Airport, and the total rental charge to Priceline.com of $153.48, as well as [redacted] subsequent charge at the Airport location of $37.30, for unnecessary/declined Insurance.   Neither [redacted], [redacted] Int'l Airport, nor their corporate office in [redacted] have offered a returned phone call or follow-up email regarding the difficulty my husband encountered in receiving his prepaid, "midsize" vehicle on August 23, 2015. Instead I have been dealing with your offshore office ([redacted]) who have provided no resolution other than to have secured us a voucher for a $25 discount on any future [redacted] rental. I can assure we will never use [redacted] again for any reason.   I am happy to forward all correspondence between myself, your office(s) in [redacted], and the one acknowledgement of a problem from [redacted], [redacted], at your request.   Thank you for your attention to this matter. Sincerely,
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I don't believe that rules/procedures are in place to override good judgement, management discretion, or management's ability to respond to extenuating circumstances with understanding and compassion - the human element.As I have previously stated, Not refunding my money for a service that I did not use because I was refused is patently unfair and customer "unfriendly" regardless of policy/procedure.Priceline and [redacted] are "playing got'cha" and keeping my money "because they now have it”, although I was not provided the service [room] I paid for. I really don't know if keeping my money is legally acceptable but to me and on behalf of all customers, it is morally unacceptable and based on this situation, it is unconscionable. I ask that you rethink your decision because under these specific circumstances you are taking advantage of the consumer and your rules should not be devised to do this.
Sincerely,
[redacted]

This booking is serviced by [redacted]  See their response below. Yes the customer have contacted us, prior to you. We here at [redacted] have advise the customer of the cancellation fee per our prepaid reservation [redacted] term. The customer was also made aware she must cancel the...

reservation through [redacted]. This still have not been done by the customer and the reservation is still active. Therefore it is the customer choice to keep the reservation active or cancel her [redacted] reservation, until so [redacted] will not cancel this reservation without the customer permission and acceptance. If you have any further questions, please let us know because we are always at your service. Best regards  [redacted] International Leisure Reservations

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.
The refund was processed to my card today.   Thanks for your help. 
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because: The response from Priceline is not satisfactory to me. I have attached multiple examples of this hotel's rating from people who have actually stayed there. The only 4 star thing about this hotel is the location which is what most people rave about. There are numerous complaints about the staffing, the hotel accommodations, the hidden parking fee that they do not tell you about until AFTER you park. As I previously stated the hotel itself was clean, but that was it. There is nothing else about this hotel that screams 4-star. There is no luxury. The bed was not comfortable it was hard as a rock and the cheapest mattress I have ever seen in my life. The room was less than 200 sq ft. The staff was horrendous and I can keep sending multple guest complaints about the staffing at this hotel, multiple complaints about the size of the bathroom being the size of a tin can, etc. Any maybe some of the customers who actually got a decent room were not complaining, but room [redacted] was the size of a closet. It is conveniently places right next to the janitors/housekeeping closet. People going in and out of that door at all hours of the night. There was no room to do anything in the room other than walk to the bed. If I wanted to hang things in the closet and my friend wanted to walk to the bathroom, she either had to close me into in the closet to get by OR climb across the bed. There is no view other than construction on one end and the alley (which was my fortunate view) on the other. The hotel has character, but not for a 4-star rating. Furthermore, I did contact priceline in regards to the pricing of the hotel the next day as I didn't even check into my hotel until 6pm that evening. I was to exhausted to try and "handle" the situation and figured it would be okay to handle it the next day. Which is when I chatting with a representative who just ended the conversation after sending me blurps of the policy. I had to connect with another representative which took over 2 hours of my time. So for you to say you have no records indicating I tried to contact Priceline about the hotel is completely ridiculous! The customer service of priceline is just as awful as the customer service at The [redacted] Hotel. The sole purpose of Name your Own Price is to find good last minute deals on [redacted] in a specific area. It was created with the idea that [redacted] would much rather sell a room for a decent discount and fill their hotel than to leave a room empty. Because your website not only falsely represented this hotel AND the pricing I paid more for a tin can, closet, etc than I should have. AND If your company would evaluate this hotel based on actual consumer ratings like you say you do, then you would see that 70% of the competitors websites CUSTOMER rating is below 4 stars. If I wanted 3 stars or 3.5 stars I would have chosen that option and the price would have reflected that accordingly, so my bid would have reflected that. 4 star [redacted] in that area avg $297 dollars a night. I have used your services, my friends have used your services MANY times over the years. I have never once been dissatisfied with Name Your Own price function, I have never been upset with the hotel I received, OR the rate that I paid. I am completely and utterly disappointed with your companies customer service and unwillingness to rectify this situation. When you are expecting a 4-star hotel and are sold a 3-star hotel at the price of a 4-star hotel CUSTOMER rating wise, you would be a little upset. If you couldn't even walk in your room without tripping over your bags/guests bags because the room was so small you would be a little upset. If when using the facilities you had to get up off the toilet in order to reach the toilet paper because the bathroom was so small that your body was squished up against the side of the sink, then YOU would be upset. Especially when you find out that you OVERPAID for the hotel in the first place. The staff treated us like peasants because we purchased our room through priceline. We were shunned into the smallest closet room even though there was availability in the hotel for that evening for a bigger room. We weren't even offered the opportunity to upgrade, just told "priceline customers only get one bed". I can show you numerous complaints on Revdex.com alone from customers about their hotel stay not being what they paid for and every single one of them had been resolved in the customers favor. I would like my money to be fully refunded. I am willing to pay for the parking, because in my initial complaint I felt like after what I went through I deserved it. But I would like my money refunded for the hotel that I stayed at. For the room that I was sold/given and overpaid for. For the room that was completely lacking ANYthing a 4-star hotel would have as far as luxury is concerned. There are plenty of [redacted] that have a pool and a restaurant; it doesn't make them 4-stars. Maybe other rooms inside of this hotel are 4 star, I do not know. But the room that I was given, looked exactly like a closet that was converted into a room. I have videos of my walkthrough if there is an email that I can send those to. I would like to have faith that Priceline would even somewhat understand my complaint and help recify the situation, so that I will continue to be a loyal customer in the future. All I can see right now is people unwilling to understand my complaint and dissatisfaction. Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:Priceline owes me a refund of over 837 dollars. After filing a complaint with Revdex.com, Priceline executive office has responded saying that the refund was processed back to me. The refund from Priceline to me was supposed to have taken place on the 1st of July. Unfortunately, it is now the eleventh and I no refund has been received. The refund might have bounced back to Priceline OR it might not have been sent at all, despite an email from the executive office claiming the opposite. Either way, the refund was not received. Please process the refund again. My Priceline itinerary number is The Revdex.com ID from my previous complaint is: ID # [redacted]- Priceline.com LLC. My priceline details: Trip Number [redacted] Thank you.
Sincerely,
[redacted]

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
would like to get a...

full refund of your reservation. Our ability to assist you
is dependent upon airline policy. The policy associated with your tickets
states that this is non-refundable but can be exchanged towards a new flight.
We understand that you purchased the travel insurance for this reservation. Travel
Insurance is through [redacted]. This insurance protects you and your travel
companions against unforeseen illness, injury, job loss, baggage loss, and
more. You may review the description of coverage on your itinerary that is
displayed on our website.
 
We contacted the airline regarding your request for a
refund. They advised that the exception is not granted since the passenger is
not in the military. The only option is to change the ticket with a fee of $200
by the airline, $30 service fee by priceline and the possible fare difference.
This process can be done with priceline or directly with the airline. Please be
advised that the ticket must be exchanged and travel must be completed by June
1, 2016.
 
We are sorry we did not provide you the answers you were
looking for and thank you for time.
 
Sincerely,
 
[redacted]
Executive Offices

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

difficulty you encountered. We understand you advised the hotel did not have any rooms available and your were unable to use your reservation. We also understand you are requesting for a refund. We reviewed your reservation and verified you were a no show. The hotels General Manager, Annie advised you attempted to check in earlier than the hotels normal check in time, 3:00 PM. The hotel advised they were not sold out on the dates of your travel because your reservation was not until 3:00 PM local hotel time on March 4, 2017. Please note that check in and check out times vary depending on the hotel. In normal circumstances, your reservation is non refundable. As a one-time exception to the cancel policy, a full refund of 62.16 USD was issued on April 13, 2017. 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 giving us the opportunity to assist you and we hope you find this information helpful.   Sincerely,   [redacted] Executive Offices

We are contacting you today regarding your reservation at the [redacted] booked under Trip Number [redacted].   We are writing to let you know that we have received your Revdex.com concern in our Executive Offices. As we understand, you submitted your request for 100.00 USD...

but the reservation got confirmed for 143.00 USD per night.   We checked our records and verified that your previous requests got rejected because we could not find a hotel willing to accept your offer price. We then stated that we found a hotel that matches your request for 143.00 USD per night. We provided this information on your contract page prior to booking. After you resubmitted the request, we booked the reservation in order to secure the rate. We verified that you saved 82.00 USD or 36.44% off the hotel's published rate.   The reservation that you purchased is truly restricted which is non-changeable and non-cancelable. This information was also provided on your contract page prior to booking. I apologize; however, we are unable to cancel your reservation.   For your reference, I sent a copy of your contract page on a separate email.   We apologize for the inconvenience and thank you for your time.   Sincerely,   [redacted] Executive Offices

Complaint: [redacted]
I am rejecting this response because: The room I purchased was advertised as sleeping 6 guests. I've attached a file showing the room I booked, but on a different night. Priceline clearly misleads consumers. 
Sincerely,
[redacted]

We reached out to b[redacted] on behalf of you, as a customer. We were notified that the executive office did follow up with you regarding this matter. They provided you with direct contact information for any further concerns. As well as a $50 statement credit for the...

inconvenience.  Regards, 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. The following was sent to the consumer addressing this matter:
 Dear Mr. [redacted], Thank you for
taking the time to contact us regarding your hotel reservation at the [redacted] 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. 
Our records show that you placed a request with one of our affiliates
Choose A Room. We apologize; however, you will need contact Choose A Room
directly to discuss this issue. Their phone number is [redacted] When
prompted, press 2 to speak with their Sales Department since they are the ones
that booked your reservation. They will be able to pull up your reservation and
assist you with a resolution. I hope you find my reply helpful and we thank you
for your time.
Sincerely,
[redacted]
Executive Offices

Hello. Please see our response to the customer below.  Thanks. [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 are sorry to hear about your experience. We understand that the rental car company did not let you pick-up the vehicle because you only had a debit card. We reviewed your confirmation email and it was indicated on the Dollar Rent A Car rental policy and rules information that debit cards are not allowed in the following locations[redacted], areas Of [redacted], areas of [redacted], areas of [redacted] areas of [redacted] and areas of [redacted]. Your pick-up location is in [redacted] International Airport. We also indicated that 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. It was also stated to review the partner's policy information for specific information about using a debit card since rental car companies may have different requirements.  For the inconvenience, we sent you a separate email that contains a coupon to be used on a future priceline.com Rental Car. The coupon will provide a discount of 10% on your next 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

Dear Mr. [redacted],

Thank you for taking the time to contact us regarding your reservation at the [redacted] Hotel & Resort and with [redacted] Rent a Car, for Vacation Package Request Number [redacted].

For your hotel reservation, we apologize that we cannot guarantee the room that will be provided to you by your confirmed hotel. As advised during the booking process, the room type you have selected will comfortably sleep up to 2 people and any bed type/room preferences should be requested through your confirmed hotel and cannot be guaranteed.

We understand that the hotel charged a resort fee of $90.40 instead of the $81.36 listed on your contract page. Although we have advised during booking that the hotel fee is subject to change, as goodwill, we are refunding the difference in the resort fee charged and collected by the hotel in the amount of $9.04.

I have forwarded a request to our Accounting Department to process a refund for you for $9.04. This will go through a review process which normally takes 10-14 days. Once the refund request process has been completed, it will be refunded through our system within one business day. The refund will be processed back to the card used in booking the reservation. You will be receiving email messages from us with updates of the refund request.

We are sorry that you were unable to use your rental car reservation. Each car company has their own Do Not Rent (DNR) list and we do not have access to this list when booking a car rental reservation. Please note that it is the car company's responsibility to inform their customers once they have been placed on their [redacted] list.

Also, as a courtesy and gesture of goodwill, we can refund the the difference in rate between the Priceline rental car reservation ($145.35 ) and the rate of your new rental. In order to qualify for the refund, your new rental car reservation should be of the same car class, same dates and location.

Kindly fax to us directly a copy of your receipt or billing statement of your new reservation to: ###-###-####. Please include in your fax the Request Number [redacted] and your name. You may also reply to this email and attach the needed receipt. The attachment needs to be a PDF or JPG file no larger than 2MB. Any attachment that does not meet this criteria may be considered potential for spam/malware/viruses and are stripped from the email message by our corporate email system.

We apologize for any inconvenience this has brought you.

Sincerely,

Berna A[redacted]
Executive Offices

Complaint: [redacted]
I am rejecting this response because:This is not what it states on the general website.Therefore is very misleading and deceptive. The page the company just sent should be the header for their policy, not having to chase fine print.I will still have to disagree with the company. If you find a lower price we will beat it. That's what they should stick to.
Sincerely,
[redacted]

Please see the response below that we have sent to our customer.  Thanks. Dear Ms. [redacted], Thank you for contacting us regarding your hotel reservations for Trip Numbers [redacted] and [redacted]. We are writing to let you know that we received your Revdex.com concern in our...

Executive Offices. We apologize for the difficulty you encountered. We understand you are requesting for a refund of your reservation at the [redacted] because the hotel has a casino. We reviewed your request and confirmed your reservation was booked at a hotel with a casino because it was one of the guaranteed amenities you selected prior to purchase. We reviewed your request and confirmed your reservation with Trip Number [redacted] was canceled for a full refund of 68.82 USD on November 23, 2016. 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. Furthermore, We understand you are requesting for a refund of your reservation at the [redacted] because your 12% hotel coupon with coupon code, [redacted] cannot be applied to your reservation. We also understand you have concerns regarding your Priceline Rewards [redacted] points. For concerns regarding your Priceline rewards [redacted] points, kindly call [redacted] customer service at ###-###-#### or send them an email at [redacted] customer service, will be able to give you all of this information in greater detail. Regarding your hotel coupon, it can only be successfully applied to Name Your Own Price and Express Deal Hotel reservations. Kindly review the rules and restrictions that apply to your coupon. We reviewed your reservation further and confirmed your reservation cannot be changed, canceled or refunded. As a one-time exception to the cancel policy, we can cancel this request for a full refund of 121.84 USD as long as it is any time before January 6, 2017. Kindly reply to this email, if you wish to proceed with the cancellation. We hope to hear from you soon. Sincerely, Junko A[redacted] Executive Offices

Complaint: [redacted]
I am rejecting this response because:       The Priceline advertisement is subliminal.  It entices with a sense of assuredness that is not sincere.  As a novice "online" consumer,  I was unaware of this rigid structure.  My concern was to modify the dates I had chosen for car rental, because a mistake had been made. There should be an opportunity for redress, but I could not contact them.  Their system is not responsive to inquiry.  Priceline ignored the $22.00 for collision insurance they charged.  Since the dates requested were wrong, I made a commitment to continue their service. Therefore, how can they sequester $61.44 for a "need" they did not fulfill?
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.  In this case, the consumer selected a
reservation that provided greater savings and less flexibility.
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.  I am
sorry that Priceline is unable to assist the consumer any further in this
situation.
Sincerely,
[redacted]
priceline.com