Stahl Construction Company

(1st email)  We are writing you today regarding your reservation with the Best Western O'Hare/Elk Grove Hotel for Trip Number [redacted].   I am writing to let you know that we have received your Revdex.com concern in our Executive Offices.   I understand that you are...

requesting to change hotel because you felt that the star rating assigned to this property was not accurate. I also understand that you found Best Western under 3 star category.   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]   Also, please understand that the hotel chains listed in the Star Level description are there for example only and may not reflect the actual hotel you book. Properties belonging to a chain may hold varying star levels based on the actual quality of that property.   Your reservation is restricted per policy, which means it cannot be changed, cancelled or refunded. We are unable to transfer you to another hotel; however, I can make an exception and cancel your booking for a full refund.   If you would like to proceed with the cancellation, please reply to this email with your approval or call us at 1-866-966-7186. You have until Tuesday, October 10, 2017 4:00 PM local hotel time to cancel for no fee. To avoid any issue, I suggest you to contact us as soon as possible and at least few hours prior deadline since cancellation may take some time.   The Executive Office hours are 9:00 a.m. to 8:00 p.m. Eastern Time, Monday through Sunday. You will need to enter your Trip number, which is [redacted], when you contact us.   Please note that the number provided above is a United States phone number, and you may incur toll charges when calling from outside the United States or Canada.   I look forward to hearing from you.   Sincerely,   [redacted] Executive Offices   (2nd email)   Dear Mr. [redacted],   Thank you for taking the time to contact us regarding your hotel reservation at the Best Western O'Hare/Elk Grove Hotel 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 needed assistance/guidance in booking a new hotel reservation online.   We have contacted you today in an effort to address your concern; however, we were unable to reach you at the number you provided. If you have further questions, please contact us directly at: 1-866-XXX-XXXX. The Executive Office hours are 9:00 a.m. to 8:00 p.m. Eastern Time, Monday through Sunday. You will need to enter your Trip Number, which is [redacted], when you contact us.   Otherwise, please contact our Customer Care Team at [redacted] They are available 24/7.   Please note that the numbers provided above are a United States phone number and you may incur toll charges when calling from outside the United States or Canada.   We look forward to assisting you and resolving your issue.   Sincerely, [redacted] Executive Offices UPDATE: We had contacted the hotel to allow for a cancellation. They gave till 10/10 4pm local hotel time to cancel for no fee. That deadline was not met, however, they allowed cancellation with one night penalty.

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

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 contacted
the property and verified that they do not offer full size beds. We confirmed
that the bed type they offered is a queen size bed. We apologize; however,
since the hotel did offer a standard queen size bed with the correct
dimensions, we cannot offer a refund for the reservation.   We are
sorry that we are unable to assist the consumer any further in this situation.
Sincerely,
N. D[redacted]
Executive Offices
This checkout page for trip number
[redacted]93 was submitted on 2016-03-05 06:31:59
Please
Review Your Request

4 Star Deluxe Hotel  
Which hotel will I get?




Check-In Date:


Saturday, March 5,
2016




Check-Out Date:


Sunday, March 6,
2016




Region


New York, NY




City Areas:


Times Square - Theatre District
Rockefeller Center - Bryant Park
Madison Square Garden - Convention Area
Midtown West - Hell's Kitchen
Central Park South




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




Number of Nights:


1













Offer Price Per Room, Per Night:


US$ 100.00





Travel
Insurance:


US$
5.00






Subtotal:


US$ 100.00





Taxes and Service Fees:


US$ 28.59





Priceline Hotel Coupon:


-US$ 0.00





Total Room Charges*:


US$ 128.59



Apply Coupon




Hotel Fee:


US$ 28.50






Total Cost*:


US$ 157.09


Have a coupon code? Apply Remove Coupon
This coupon is invalid or has expired






No surprises!
Total cost includes estimated hotel fees (e.g resort fees). Your total cost
will never be higher than displayed above.
 *Prices are in US dollars.
 SHAPE  \* MERGEFORMAT
We
Recommend Trip Protection
Life is uncertain...plan for the unexpected.
Get up to 100% Trip Cancellation and Trip Interruption Protection and
much more.
View Details >>

100%
Trip Cancellation and Trip Interruption Protection reimburses for
cancellations due to unforeseen illness of traveler, family members and
traveling companions, death in the family, job loss or other specified
events.
24/7
Live Travel Assistance A real person available to assist you any
time of the day with last minute flight or hotel changes, luggage
locator services, cash transfers, medical assistance services and
emergency services.



Yes!
I'd like to purchase Trip Protection for USD5.00 per room, per night. Terms and Conditions
No,
thanks. I prefer to travel without Trip Protection.
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 PayPal 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 PayPal 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.



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.




Please check the box above to indicate that you have reviewed
these rules and your hotel request, and that you agree to abide by
priceline's terms and conditions.

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

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,
Lindsay M[redacted]

Hello. Please see our response to the customer below. [redacted] Thank you for taking the time to contact us regarding the hotel reservation that was booked in addition to your cruise package. I am writing to let you know that we received your Revdex.com concern in...

our Executive Offices. I understand that you had issues with the hotel reservation that was booked by the Priceline Cruise Agents. We have forwarded your issue to them and we were advised that it has been resolved by their Customer Service.  Thank you for giving us the opportunity to assist you. Sincerely, [redacted]Executive Offices

Dear Ms. [redacted],
Thank you for taking the time to contact us regarding your reservation with [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 seeking a full...

refund and compensation because you were unable to use the reservation due to a security deposit concern. Before booking, we presented you with a Contract Page advising that the driver will be required to present a valid credit or debit card in his/her name for the refundable security deposit. Since the type of reservation you booked will only display the name of the rental car company after purchase, we cannot provide information about the company's specific fee. During the booking process we informe our customers that the amount for the refundable security deposit required at the rental counter depends upon the car type, rental period, and optional items.
We thank you for your feedback and this will be documented for future reference. We are sorry that we are unable to provide the compensation you are requesting. However, our record shows that a full refund has been processed for you. A refund for $132.08 was issued on November 25, 2015. The refund will be processed through our system within one business day. It is your bank that 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.
We apologize for any inconvenience this has brought you.
Sincerely,
Berna A[redacted]
Executive Offices

Complaint: [redacted]
I am rejecting this response because: still pending.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I understand that flights can change at a moment notice.  My problem was that I was not properly notified that there was a changed.   The emails with change notifications that was auto generated was sent from [redacted].  This email was never opened because I did not know this email address nor did I know it was affiliated with priceline.com.  The first time I had open this email was when I was on the phone with representative from priceline 2 hours before my original departure telling me to look for the date the email was sent.Because of their failure to properly notify me, I had only 3 options:1) re-book that flight though priceline.com as suggested by your representative2) re-book that flight through [redacted] Airlines3) book a hotel for the night with with taxis expenses and with the next dayAs you can see, the $250 would of cover any one of the three options I had and I chose to what was best for me at the moment. I can assure you that if I had properly received an email from priceline.com I would of made arrangements a head of time.  If you want to see the email that was sent to me, I can forwarded it to you any time.  Please provide me a number/email to reach this person of interest, Zadhy S[redacted].
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because, it appears as though Mr. [redacted], or whoever, didn't really "READ" my complaint.  But it's okay.  We actually used the service again for the next 7 days with the "one-time" add-a-night, unfortunately, but I won't use my credit/money to give to Priceline.com again and will advise my sons to do the same when I speak with them as well. I am annoyed, truly, at reading that response and was hoping for something more "KIND, CONSIDERATE, AND yes even CARING", but yet, I am not SURPRISED.  Of course, a limited liability company such as Priceline.com is even less of those things (here for sure) and it's just about the "CONTRACT and MONEY", which is normal.  I attached the first two pages that I angrily printed that night just to show the wording of the two hotels on the express deals being identical, and since I was relying on that "wording" to close the deal for the room at the same hotel it really messed me/us up.  But I know, the contract, believe me - I use all them all the time, so I know.  Difference - I have a heart, care, compassion and courtesy, and the understanding of a "unique" or even "unusual situation".  Even more here, because we have "returning customers", but again I explained ALL THAT in original complaint, so I know, that's ALL IRRELEVANT.  I know the attached won't meant anything to Priceline.com and please, don't respond again with more contract or dry, evasive language.  It won't be necessary, I know what to do from henceforth as stated above.  I also understand that the bureau with likely agree that the business made good efforts to resolve and have the (again) "contract on their side.  Remember, I know what I consented to because I had been doing it, it was the play on words in the identical descriptions that threw me, again unfortunately, that I feel is both unfair and incorrect based the details of this case, which I previously submitted.  I have made it all these years without that service, and while others may be the same, I don't have to be treated in this manner (no matter what), and I won't.So, no I can't accept something that I don't agree with based on what I know and have made know to all involved.  We'll have to agree to "disagree"!Cordially,
[redacted]

Dear [redacted]
 
Thank you for taking the time to contact us regarding your airline reservation under 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 had some...

issues due to the airline schedule change that occurred to your reservation.
 
Airlines can and often do adjust their schedules depending on traffic, change of equipment, route popularity and other various reasons.  The change to your reservation is a result of your airline modifying their schedule. As a travel agent, we have the ability to review alternate flight options or explore your airline's rules on refunding your tickets. We have checked our records and verified that our agents assisted in booking you on the closest flight possible per your airline's guidelines. It is understandable that you are unhappy with the airline changes, as well as your experience; however, we are unable to offer any compensation.
 
We are sorry we did not provide you the answers you were looking for and we thank you for your time. 
 
Sincerely,
 
Nico T[redacted]
Executive Offices

Dear Mr. D[redacted]
 
Thank you for taking the time to contact us regarding
your reservation at the Holiday Inn Express [redacted] for Trip
Number [redacted]
 
We are writing to let you know that we received your
Revdex.com concern in our...

Executive Offices.
 
We understand that you are requesting a refund of the
difference in rates that was shown in your hotel receipt. he hotels front desk
should not have shown you our rate. It is a specially negotiated rate with the
hotel that is normally not available to the general public. We receive these
rates because of the volume of rooms we sell on our site, and we still try to
price them very competitively. We also verified from your hotel that there were
no complaints from you regarding an issue with the air conditioning. We
apologize; however, your reservation 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 A[redacted]
Executive Offices
 
Previous Reply Follows:

Complaint[redacted]
I am rejecting this response because: until I get a refund I will not be satisfied. I feel this business practice is unethical. Please refund the 133.25 you charged my card. 
Sincerely,
[redacted]

RevDex.com, Inc.
 
We are in
receipt of the complaint initiated by the above-mentioned consumer and
appreciate the opportunity to respond.
 
According to
the consumer, she/he purchased trip protection along with a non-refundable reservation
and believed...

that trip protection would apply due to a change in plans.
 
Priceline
offers a variety travel service options, including reservations that offer
cancelations.
 
When
selecting a reservation, the consumer is provided with the cancel policy
associated with each reservation.  In
this case, the consumer chose to select a restricted reservation that provided
greater savings and less flexibility.
 
Attached
hereto is a copy of the consumer’s initialed contract page agreeing to the non-refundable
terms and conditions of the selected purchase as well as the trip protection
coverage.
 
Trip
Protection does not protect you in the event of unforeseen business or personal
obligations, changes in your travel plans after your offer is accepted or
dissatisfaction with your itinerary.
 
 
100% Trip Cancellation and Trip Interruption Protection reimburses for cancellations due to unforeseen
illness of traveler, family members and traveling companions, death in the
family, job loss, natural disaster at departure or destination city or other
specified events.
 
View
Description of Coverage
[redacted] Trip Protection
Description of Coverage can be
found on the FAQ section of the priceline.com website as well as the consumer’s
contract page. [redacted] About Your Travel Insurance - If
you have questions or concerns regarding Travel Insurance for this trip please
email [redacted] at [redacted] or call toll-free [redacted] for international callers).
·       
To request claim forms, please visit [redacted] You may also email or call [redacted] using the contact information above. If
emailing, please include your Request Number, your name, your address, your
phone number, and the type of claim form you need (e.g. Trip Cancellation).
We are sorry that the consumer’s selected reservation is
non-refundable and we are unable to assist any further.
 
Sincerely,
 
[redacted]
Priceline.com
 
This
checkout page for trip number [redacted] was submitted on 2015-04-01 17:00:49



Please Review Your
Request

















































4 Star
Deluxe Hotel, [redacted] Area




















Which
hotel will I get?

Check-In
Date:

Wednesday, July 22, 2015

Check-Out
Date:

Thursday, July 23, 2015

Region

[redacted]

City
Area:

Market
Center - [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:

Business
Center, Guest Score 8/10 or Higher

Number
of Nights:

1











 




























Offer
Price Per Room, Per Night:

US$
120.00

Travel
Insurance:

US$
5.00


Subtotal:

US$
125.00

Taxes
and Service Fees:

US$
26.07

Priceline Hotel Coupon:


-US$ 0.00





Total
Charges*:

US$
151.07

Have
a coupon code? Apply Apply Coupon Remove Coupon
This coupon is invalid or has expired

*Prices
are in US dollars.



We Recommend Trip
Protection
Life
is uncertain...plan for the unexpected.
Get up to 100% Trip Cancellation and Trip Interruption Protection and
much more.
View
Details >>
·100% Trip Cancellation and Trip Interruption
Protection reimburses for cancellations due to unforeseen
illness of traveler, family members and traveling companions, death in the
family, job loss or other specified events.
·24/7 Live Travel Assistance A real person available to assist you any time of the day with
last minute flight or hotel changes, luggage locator services, cash
transfers, medical assistance services and emergency services.


Yes! I'd like to purchase Trip Protection for USD5.00
per room, per night. Terms and Conditions
No,
thanks. I prefer to travel without Trip Protection.
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
PayPal 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 PayPal 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.






[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.

Dear Mr. [redacted],
We are contacting you today regarding your vacation
package reservation booked under Trip Number [redacted]62.
We checked our records and verified that you were not
logged in to your Priceline account when you submitted your requests. We do not
offer rewards for...

signing into profile to make bookings. As long as you utilize
your card for purchases and if purchase qualified, the points will
automatically be rewarded to your credit card. For further information, please
contact your credit card company directly. I apologize; however, I will be
unable to add points to your Priceline account or provide a voucher for a free
trip or airfare.
We apologize for the inconvenience and thank you for
giving us the opportunity to assist you.
Sincerely,
Joe A[redacted]
Executive Offices

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 for the reservation because the hotel you received is not pet friendly.   We checked our records and verified that pet friendly...

hotel was not guaranteed for your reservation. The reservation that you purchased is truly restricted which is non-cancelable and non refundable. This information was provided on your contract page prior to booking.   As a gesture of goodwill, we made a one time exception to cancel your reservation and processed a full refund of 64.97 USD 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, Executive Offices

Hi. Please see our response to the customer below.   D[redacted] Thank you for taking the time to contact us regarding your hotel reservation at the Richmond Oceanfront Hotel under Trip Number [redacted] I am writing to let you know that we have received your Better...

Business Bureau complaint in our Executive Offices. We apologize that you were unhappy with your hotel accommodations. We evaluate each participating hotel on many different criteria, including cleanliness, guest satisfaction, dcor, etc. We are sorry to hear that your hotel fell short of this expectation during your stay. We appreciate your feedback and we have contacted the appropriate people at the hotel to share your concerns. However, the hotel advised that they are unable to offer any refunds. We have researched to find that this hotel does meet our expectations for the star rating selected on our website. Our competitors also rate this hotel as follows: [redacted] [redacted]
[redacted] [redacted]
[redacted] [redacted]
[redacted] [redacted]In addition, we were unable to find any issues with our system and our records indicate that you were presented with a confirmation page and sent a confirmation email indicating that your initial request was confirmed prior to your submission of your second request. Therefore, we regret to advise you that we are unable to fulfill your request for a refund. We are sorry we did not provide you the answers you were looking for and we thank you for your time.  Sincerely, [redacted]Executive Offices

Good Afternoon,You reference that this was a [redacted] reservation. You would want to make a complaint under [redacted] on the Revdex.com. While priceline.com and [redacted] are both in the Priceline Group, we are still separate companies. We have no access to their reservation system or any bookings...

made on their site. We are unable to assist in this matter.Regards,Priceline.comExecutive Offices

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

Offices.
We understand your request for a refund of the difference
in the amount of 4.00 USD per room per night because you advised you found a
lower rate for your itinerary. Please note that there are rules and
restrictions to Priceline's Best Price Guarantee to qualify. We sent you a
separate email with the details to our Best Price Guarantee policy. To review
your issue further, we would like to request for a copy sent either through fax
or email. You may send the information through fax at 866-741-5647 or email at [redacted]
When you send the information through email, kindly send
it in a PDF or JPG file no larger than 2 megabytes.
We hope to hear from you soon.
Sincerely,
[redacted]
Executive Offices

I am writing to let you know that we have received your Revdex.com concern in our Executive Offices. We understand that you would like to be refunded for the cost of this rental car reservation. Our records show that the rate you purchased is non-changeable, non-cancelable and...

non-refundable. 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. In addition, we have contacted [redacted] and they verified that the reservation is  truly restricted. We are unable to change, cancel or process a refund for this reservation. We are sorry we did not provide you the answers you were looking for and we thank you for your time. Sincerely, Executive Offices