Stahl Construction Company

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 am sorry for any confusion regarding the currency...

associated to the price of your reservation.   Bookings made on our site are transacted in US Dollars, regardless of your billing address, unless you manually change the currency from the drop down option at the top right corner of our site. I see that we displayed the price in US$ on your contract page. When you initialed the contract and submitted the request, it indicated that you agree to the displayed price of US$ 129.60. We have sent a copy of this page in a separate email for your reference. If you could respond to this email and attach proof to show the actual amount you were charged on your card for this transaction, we can attempt to see if any considerations can be made.   I hope you have a wonderful day.   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 [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

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

[redacted]
I am rejecting this response because:
Sincerely,
[redacted]

I have received the consumer’s
additional comments. As you requested, I have again reviewed this matter. In order to locate the
referenced reservation and review this matter, please provide the 11 digit
priceline.com request number, as well as the email address that was provided at
the time of purchase.
 
Sincerely,
N. [redacted]
Executive
Offices

We have verified with the hotel that they have refunded the consumer's  credit card in the amount of $76.29.

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]

Complaint: [redacted]
I was asked to provide...

the 11 digit Priceline request number as well as my email address that was provided to me from Priceline for the purchase of the rental in order for Priceline to locate my reservation. The Priceline Trip Number is: [redacted] and the email that was provided for the rental is: [redacted], all I would like for Priceline to do is to either give me the price that was accepted, which was $45 or the refund my $369.96 so that I can take my business somewhere else. Apparently, this is why they have a 1.3 star rating. Sincerely, Thank you, [redacted]

Complaint: [redacted]
I am rejecting this response because: i have original Priceline reservation with the drop off location as [redacted].
Sincerely,
[redacted]

Dear [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 about your airline...

reservation. We apologize if you found our customer service to be unsatisfactory. We take your comments very seriously and have forwarded them to the appropriate individuals for consideration. We apologize for any inconvenience.
 
Please be advised that airline adjust their schedules for a number of reason and do not communicate why the change occurred when notifying travel agents or customers. When a schedule change occurs the airline will usually rebook you on an alternate flight closest to the original departure time.
 
Our ability to assist you is dependent upon airline's policy. The change to your reservation is a result of your airline modifying their schedule. Airlines do not offer compensation when they change their flight schedule. As a travel agent, we have the ability to review alternate flight options or explore your airline's rules on refunding your tickets. These options were presented to you by our Air Travel Services Team.
 
We understand that you were not satisfied with the given options; however, we are unable to provide any compensation.
 
We apologize for the inconvenience and thank you for your time.
 
Sincerely,
 
Zadhy S[redacted]
Executive Offices

Dear Mr. [redacted],
We are contacting you today regarding your reservation at the [redacted] International Drive At Universal 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 would like to be refunded the hotel's resort fee.
I attempted to contact you today in an effort to address your concern; however, I was unable to speak with you at the number you provided at the time you booked your reservation.
I contacted the hotel and verified that they charge $4.95 per night for the resort fee and this is a mandatory fee that they charge to all guests. Prior to booking the reservation, we stated on your contract page that the hotel may charge mandatory fees (e.g., resort fees) or optional (parking, phone calls or minibar charges) and are not included in your offer price. However, we can make an exception to either cancel your reservation for a refund or refund the hotel charge for the resort fee. We are making this one time exception because we value your business.
If you would like to cancel your reservation, please contact us directly at ###-###-#### before 3PM local hotel time of December 1, 2015 because no cancellations will be allowed after this time. The Executive Office hours are 9:00 a.m. to 6:00 p.m. Eastern Time, Monday through Saturday. You will need to enter your Trip Number, which is [redacted] when you contact us.
Please note that the number provided above is a United States phone number, and you may incur toll charges when calling from outside the United States or Canada.
Please be advised that until we hear back from you, your reservation will remain active.
We apologize for the inconvenience and hope to hear from you soon.
Sincerely,
Joe A[redacted] Executive Offices
This checkout page for trip number [redacted] was submitted on 2015-11-16 10:36:56
Please Review Your Request
1 Star [redacted] Hotel
Which hotel will I get?
Check-In Date: Wednesday, December 2, 2015
Check-Out Date: Wednesday, December 23, 2015
Region [redacted], ** City Areas: [redacted] International Airport [redacted] ** Mall Area
Universal [redacted] Resort Area - [redacted]
Check-In Time: Varies by hotel. Guaranteed late night arrival if needed.
Check-Out Time: Check-out times vary by hotel
Room 1: Ro [redacted]
Number of Rooms: 1
Number of Nights: 21
________________________________________
Offer Price Per Room, Per Night: US$ 30.00
Subtotal: US$ 630.00
Taxes and Service Fees:
US$ 111.51
Total Charges*: US$ 741.51 Have a coupon code? Apply Coupon
________________________________________

Purchase Trip Cancellation/Interruption Insurance
Check here to cover yourself in the event of unforeseen illness, injury, and job loss for only USD105.00 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.
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.
Initial Here:

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: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]

According to the consumer, she/he purchased a reservation with
[redacted].com.
 
Priceline does not have access to purchases made directly with
[redacted].com.
 
Please contact [redacted].com directly for any assistance relating
to [redacted].com...

purchases.
 
[redacted], Operations Director at:
[redacted]
 
Website:
www.
[redacted].com
 
[redacted]
Operations Director
[redacted]
Website:
www.
[redacted].com
 
E – [redacted]
T - +[redacted]
M - [redacted]
F – + [redacted]

Important Information About Your HotelThis
confirms that Request Number [redacted] for your hotel reservation has been
cancelled as of 02/22/2016 at 12:11 AM. Priceline has processed the refund to
your credit or debit card. You can expect to see it posted to your card within 5
business...

days. A summary of all charges related to this order is shown below.
Please note that Name Your Own Price? hotel rooms purchased through priceline
are non-cancellable and non-changeable. This is a one-time only refund which has
been granted based on the extenuating circumstances relating to your hotel
request.
Total Original Cost(including taxes and fees)
$ 654.00
($ 654.00)
$ 0.00
Hotel Cancellation Fee
$ 0.00
$ 0.00
$ 0.00
Total Charges to Credit Card:
$ 0.00
Refunds and charges may appear on your credit card statement in a different
order than shown above, and the values may be different. However, the total
charges which you will be responsible for on your credit card will be equal to
the "Total Charges to Credit Card" amount shown above. Please allow a full
billing cycle to pass for all refunds to be processed. If you need any further
assistance please send us an email by clicking
here. We would be happy to assist you in any way we can.

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.
Sincerely,
L[redacted]

Complaint: [redacted]
I am rejecting this response because:I am disappointed that Priceline cannot refund me the $100.  I find it scary and troubling that this is even allowed.  It makes me wonder where the consumer advocate and safeguards are because the proposed solution clearly indicates that money is a priority.  Throughout the whole process I was under the assumption that I had a room with two queen beds and non-smoking.  That was what I clicked, so I only casually viewed the final page.  It should have reflected what I originally clicked.  Am I correct to say that two-bed options exist on Express Deals?  I've played around with the site a few times to test if I was seeing things.  It appears two queen beds and non-smoking is an option.  As soon as the error was discovered in my confirmation email I took appropriate reaction.  My phone logs show I took action immediately (in less than 5 minutes) with two phone calls to [redacted] and one to Priceline. Unfortunately, I am not a wealthy person that can just flush $100 down the drain.  I think the situation deserves a refund and I would hope any logical consumer advocate would agree.  Based on the responses I've received from Priceline thus far, I think this is an issue that needs to be looked into.  I don't feel enough consumer safeguards are in place.  I can only hope Priceline reconsiders.  I believe at the very least a credit should be issued that can be used on a future reservation.
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]

Hi. Please see the response we have sent to our customer.  Thanks.Dear Mr. [redacted], We are contacting you today regarding your reservation at the [redacted] Resort 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 had issues with the quality of the hotel that you received and you would like to be refunded for your reservation. We apologize that you were unhappy with your hotel accommodations. We evaluate each participating hotel on many different criteria, including cleanliness, guest satisfaction, d?cor, etc. We are sorry to hear that your hotel fell short of this expectation during your stay. We appreciate your feedback and contacted the appropriate people at the hotel to share your concerns. We contacted the hotel and they advised that they have no records of your complaints. We checked our records and verified that you contacted us regarding your issue after you checked out from the hotel. For future reference, please contact us if you're having any issues during your stay so that we can contact the hotel to get a resolution. A refund in the amount of 33.96 USD was processed back to your account last November 10, 2016, after the hotel agreed to provide a partial refund for your reservation. 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. As an apology for the inconvenience, we submitted a refund request in the amount of 39.87 USD to complete a 50% refund for your reservation. 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; however, we are unable to process a full refund for your reservation. We are sorry we are unable to provide you the answers you were looking for and thank you for giving us the opportunity to assist you. Sincerely, Joe A[redacted]Executive Offices

Our Accounting
Department has confirmed that a refund for the airline portion has been processed
and the customer must contact his/her credit card issuing bank for any additional information on the refund.