Stahl Construction Company

We have
received the consumer’s additional comments.  The consumer
states: “The charges were FINALLY released LATE afternoon on the 26TH”. We are pleased to hear that the credit card
authorization was released by the bank. We appreciate the consumer’s feedback
and apologize for any inconvenience the consumer may have experienced. 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 reviewed the consumer’s reservation and verified
that the hotel has an average guest rating of 8/10 which is based on actual
reviews from customers who have booked on our site and stayed at the hotel. We
assess each property on many different criteria, including cleanliness, guest
satisfaction, decor, etc. We provide hotel chain examples for illustration of
what you may expect when choosing a star level. We do indicate that the brands
shown are only examples and may not be a part of our program. Every hotel is
different and not all hotels within a certain chain have the same star level
rating. Unfortunately,
there is nothing we can add to what has already been stated in our previous
correspondence. We are sorry that we are unable to assist the consumer any
further in this situation.
 
Sincerely,
N. D[redacted]
Executive
Offices

Complaint[redacted]
I am rejecting this response because:  The terms and conditions of the 24 hour period guarantee are concealed within their website and you have to click on them to HUNT the terms down.   The Guarantee on the main page header is misleading at best and is really fraud.Others have complained regarding the same.  PL should be forced to include the 24 hour stipulation on the header of the price guarantee.  The Attorney General is a good avenue for this to happen. 
Sincerely,
[redacted]

Our records indicate that a refund for $543.72 was issued on July 28,
2015.

[redacted] 11177103
I am rejecting this response because:Priceline didn't give us notification after the flight was canceled! You had almost 2 months but you never gave us the notification that the flight was canceled. As flight agent, I believe that is YOUR DUTY to notify your customers. We found out the flight was canceled at the airport the date we planned to fly. WE WERE SHOCKED THAT YOU DIDN'T NOTIFY US!You claim you didn't do anything wrong. Then tell me why our flight was canceled and you never try to contact us about that? It is not acceptable! We have the right to be compensated as you have caused us a lot of trouble and frustration. That is the least you can do, considering we have been loyal customers with Priceline for years.
Sincerely,
[redacted]

We are writing to let you know that we received your Revdex.com concern in our Executive Offices.   We are sorry to learn that you were unable to take the flight due to your hurt knee. We hope that you are feeling better now.   The policy of the airlines was disclosed in the...

Contract Page, Confirmation Email and during the booking process that your reservation is non-refundable and non-changeable. We have refunded your ticket less the $200 penalty fee as consideration . However since you are a High Valued Customer, we have decided to refund the $200 cancellation fee today as a one time courtesy.   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.   We appreciate your feedback and thank you for using Priceline.com.   Sincerely, Executive Offices

The customer was contacted directly by [redacted] where they were able to discuss this complaint. They apologized and offered to call the hotel to arrange alternative payment option. However, the guest indicated that they would like to keep the reservation as is. They also advised the guest...

that they would notify the appropriate department of their feedback for the website, and notify the supervisor in charge of the service that they'd received over the phone. The guest was offered the booking executives email, in the case that they have a pre-booking question. Regards,Executive Services

Complaint: [redacted]
I am rejecting this response because:As the lead for the rental car service or any company Priceline must and should accept some of the responsibility because Priceline is paid for their services A customer should not be shovelled of because Priceline wants payment for their services then wash their hands when a customer has a immediate problemPriceline is just as responsible and they should want that their  reputation to maintain in high standards  I expect Priceline to review a problem that a customer is immediately experience for their advertisement for any company must expect that their customer is given what has been paid and for what is advertised Priceline response is not acceptable as my initial contact was thru Priceline and they are held responsible for some problems I or any customers receives thru their services   
Sincerely,
[redacted]

We understand your concern about the quality of your hotel. We apologize that you are unhappy with your hotel accommodations. We evaluate each participating hotel on many criteria, including cleanliness, guest satisfaction, décor, etc. From your comments, it appears that you feel your hotel fell...

short of your expectations. We appreciate your feedback and have contacted the appropriate people at the hotel to share your concerns.   Since we are unable to refund your hotel reservation, we have sent a separate email that contains a Priceline Hotel coupon code. When you are ready to redeem the coupon code, please click the link in the email and please make sure to review the terms and conditions carefully.   We are sorry we did not provide you the answer that you are looking for and we thank you for your time.   Sincerely, Executive Offices

I understand that you would either like a refund or change your reservation. We are unable to view your ticket and updated itinerary because the airline has control of your ticket. This happened when you made the changes with [redacted] directly last September 06,2017. We also sent...

you an e-mail that we have received notification from your airline that your reservation has been changed according to your request. And that you have to call the airline directly should you have questions about your reservation. You will not be able to view your updated itinerary on our website nor can we assist you in changing. You will have to speak with [redacted] at [redacted] and use your confirmation number [redacted] or new ticket number [redacted] when you call. You can also view your itinerary on [redacted]   I understand that you are not happy about this experience and we appreciate your time for sharing your feedback with us. 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. Unfortunately, there is nothing we can add to what has already been stated in our previous correspondence. The contract page clearly discloses the rental period as- Total Rental Days: 3 (2 days and 2 1/2 hours).
Our ability to refund the reservation is at the discretion of the rental car partner's corporate office. We contacted the partner directly and they advised that the reservation will be charged for 3 days.   The car was returned early but there is no refund for the unused days. I am sorry that we are unable to assist the consumer any further in this situation.
 
Sincerely,
N. D[redacted]
priceline.com
 
 
Your Trip Summary
Names must match photo ID. Please verify spelling and edit names as necessary.
[redacted]
Depart ing Flight Informat ion - T hursday, August 20, 2015
Operated by
[redacted] informat ion
Ret al Car Det ails
Mid-Size Car
Dodge Avenger or similar
Location: Miami Intl Airport (MIA)
Pick-Up: [redacted]
Drop-Of f : [redacted]
T otal Rental Days: 3 (2 days and 2 1/2 hours)
Driver: [redacted]
Driver's Age at Pickup: **
Summary of Charges
Airline Ticket Cost: $399.00 per ticket
Airline Ticket taxes and fees: $28.20 per ticket
Airline Ticket Trip Protection: Declined + Add Now Recommended!
Number of Tickets: 1
Airline Ticket Delivery: $0.00 (Electronic Ticket)
Airf are Subtotal: $427.20
 
Rental Car Cost: $51.00
Rental Car Taxes & Fees: $40.14
Rental Car Subtotal $91.14
Total Trip Cost:
(All prices are in USD) $518.34
Baggage Fees are not included in your trip cost.
Important Information
Once confirmed, airline change penalties and restrictions apply. Most tickets are non-refundable. See your airline’s
full fare rules. The Rental Car reservation included in your itinerary is non-refundable, non-transferable and nonchangeable
even if the reservation is not used.
Airline tickets are non-transferrable. Name changes or adjustments are not allowed once purchased.
Meal and seat preferences are not guaranteed. Fares are not guaranteed until purchase.
Airfares and flight availability are not guaranteed until purchased.
You will be issued Electronic tickets. Remember to bring a valid government-issued photo ID with you to check-in.
Rental Car availability is not conf irmed until f ull payment is received. If your selections are
unavailable, we'll still purchase your airline ticket.
Only [redacted] will be able to pick-up the rental car at the counter. [redacted] will be required to
present a valid driver's license and a valid credit card or debit/check card or debit/check card in their
name with a minimum of $200 available credit as a security deposit on the vehicle. If you plan to use a debit
card, you may be required to provide round-trip flight information at the rental counter.
Your offer price does not include vehicle liability, collision or personal accident coverage for your rental car. You
should determine if you have insurance coverage prior to pick-up. Additional insurance can be purchased at the rental
counter.
Enter Your Billing Address(as it appears on your credit card statement)
Street
[redacted]
Seat Preference:
[redacted]
Ticket Type:
Electronic
Ticket
Hotels Cars Flights Vacation Packages Cruises More ? My Trips ? Help ?
[redacted]
Zip Code
[redacted]
Daytime Phone
[redacted]
Evening Phone
[redacted] (If outside the U.S. or Canada, include country code)
Your Email Address:
[redacted]
Re-type Email Address:
[redacted]
Credit Card T ype
-- Choose --
Credit Card Number
XXXXXXXXXXXXXXXX Month Year
Expiration Date Security Code
XXX What's this?
Current Cost $518.34

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. Our record indicates
that the consumer contacted priceline customer service advising that the guest
needed two beds in one room. The representative advised of the bed type disclosure
listed on the consumer’s contract page. Additionally, the representative contacted
the property on behalf of the consumer and was advised that they are unable to guarantee
2 beds in one room. I am sorry that the consumer’s selected purchase is non-refundable
and we are unable to assist the consumer any further in this situation.
 
Sincerely,
[redacted]
priceline.com

Revdex.com, Inc.The consuer purchased this reservation directly with [redacted] .com.We have been in contact with Choose a Room.com on behalf of
the consumer, and they have advised that they looking into this matter and are
verifying with the hotel how much the wedding block hotel rate was in order to
refund any difference in rate. We appreciate you [patience while this matter is
under review with Choose a room.com and will update the consumer with their reply.
Sincerely,
**  [redacted]
Priceline.com

Thank you for taking the time to contact us regarding the cancellation of your rental car reservation with National Car Rental for Trip Number [redacted].   I am writing to let you know that we have received your Revdex.com concern in our Executive Offices.   Our records show...

that the rate you purchased is non-changeable, non-cancelable and non-refundable even if the reservation is not used. 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. 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,   [redacted] Executive Offices

[redacted].com
discloses prior to purchase, that resort fees are not included in your offer
price.
 
[redacted]
does not collect resort fees. Resort fees are charged by, and paid directly to
the hotel.
 




On each
consumers’ contract page...

(including the contract page in question), we clearly
and conspicuously place the following disclosure regarding this matter labeled
under Important Information.
 
Important
Information
 
·       
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.
 
The charges hyper link further discloses the
following information.
Hotel
Charges
Depending
on the property you stay at you may also be charged (i) certain per person, per
room or percentage based mandatory hotel specific service fees, for example,
resort fees (which typically apply to resort type destinations and, if
applicable, may range from $10 to $40 per day), energy surcharges, newspaper
delivery fees, in-room safe fees, tourism fees, or housekeeping fees and/or
(ii) certain optional incidental fees, for example, parking charges, minibar
charges, phone calls, room service and movie rentals, etc. These charges, if
applicable, will be payable by you to the hotel directly at checkout and are
not included in your room rate. Please contact the hotel directly as to whether
and which charges or service fees apply.
These fees
are incurred whether the consumer purchases the hotel room reservation via the
[redacted].com website, or directly through the property.
 
I thank you for the opportunity to clarify.
 
Sincerely,
[redacted].com$
[redacted]
CONTRACT PAGE
! ?
4-Star hotel in the [redacted] Area
Your room: 1 BEDROOM SUITE - KING BED + QUEEN SOFABED
Amenities: Swimming Pool, Business Center, CONDO
Guest Score: 8+
Check In:   Fri, Jul 03, 2015
Check Out:   Sun, Jul 12, 2015
Rooms:   1 room for 9 nights
Room Rate:   $95.00 per room/night
Taxes & Fees:   $159.75
Discount:   ($42.75)
Room Total:   $1,014.75 $972.00
Promo code applied: mobile5
Guest Info    (Room 1)
[redacted]
IMPORTANT INFO PAGE
T axes and Fees
Amount: $159.75
Prices are in USD.
Cancel Policy
This rate cannot be cancelled, changed or transferred. Refunds are not allowed.
About Taxes and Fees
Important Information
Terms & Conditions
Privacy Policy
TERMS AND CONDITIONS PAGE
View taxes, f ees & cancellation policy    ?
continue
We want you to love your hotel. So please read this important stuff.
All rooms will accommodate up to 2 people.   Special requests (including preferences
for smoking or non-smoking rooms) should be requested through your confirmed
hotel and cannot be guaranteed by [redacted].
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 [redacted]. 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 [redacted] are not eligible for frequent traveler points,
upgrades, vouchers, or other discounts and incentives.
If your request is accepted, [redacted] will immediately charge your credit card the total
cost of your stay. Rooms purchased through [redacted] 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.
I have read, accept, and agree to abide by [redacted].com's terms and conditions and privacy
policy.
Initial Here to Accept

Upon review of the consumer’s inquiry. We have confirmed
that the consumer purchased the reservation directly with Choose A Room. Please
note that priceline.com does not have access to reservation made directly with [redacted].  We suggest that
the Bureau/Consumer...

contact [redacted] directly for any assistance
related to the referenced purchase.
 The Bureau/Consumer may contact:
[redacted]
[redacted]
[redacted]
 
Sincerely,
[redacted]
priceline.com

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. I am sorry that we are unable to assist the consumer any
further in this situation.
 
Sincerely,
[redacted]
priceline.com

Hi.  Please see the resolution below that we recently sent to our customer.  Thanks. [redacted] We are contacting you today regarding your reservation at the [redacted] & [redacted] Park/Medical Center 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 did not use the reservation and you would like to be refunded. We checked our records and verified that a confirmation email was sent to your email address, [redacted], after the reservation got confirmed last Monday, October 17, 2016. We forwarded your issue to [redacted] and they verified that the hotel tagged you as a "no show". Agoda.com advised that they will refund your reservation in full as a gesture of goodwill. We apologize for the inconvenience and thank you for giving us the opportunity to assist you. Sincerely, [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 found a lower price on the hotel's website and you would like to be refunded for the difference. In order to be eligible for our Best Price Guarantee, the lower...

price, including taxes and fees, must be available to the general public for booking on a website in the same currency, using the same form of payment and from the same point of sale as your original reservation when you call us. The lower price must be an exact match to the itinerary booked on priceline.com, including offering of a comparable cancellation policy. We checked our records and verified that the rate available on the hotel's website when you called us was for a total of $1,333.35 which is higher than what you paid. We apologize; however, we are unable to process a refund for your reservation. As an apology for the inconvenience, we are providing you a coupon that you can use on a future Hotel Express Deal reservation on our website. The coupon will provide a 15% discount excluding taxes and fees. Below are the details of the coupon:   Coupon Code: [redacted] Expiration Date: September 30, 2018   We are sorry we did not provide you the answers you were looking for and thank you for giving us the opportunity to assist you.  Sincerely, Executive Offices

Complaint: [redacted]
I am rejecting this response because they said that they could not do anything about the complaint.
Sincerely,
[redacted]

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

understand that you have billing issues with these two bookings. We apologize for the inconvenience. Along with the receipt that you sent to us, we have contacted the property on your behalf to resolve; however, they refused to assist us at all. They refused to deny or confirm any billing issues you had for these two bookings; hence, the delay. However, after a careful review of your case, we have confirmed that for your February 19-20, 2017 reservation under Trip Number [redacted], you were not charged for the room and tax. The credit card you saw on the receipt that was provided by them is that of Priceline's. I understand that there is a price difference between the receipt and the actual amount that we charged you; therefore, we refunded the price difference amounting to $12.80.   As for the other reservation, Trip Number [redacted], we decided to process a refund to your card to ensure your refund is processed in full without further delay. You will be refunded $70.89 for the February 20-21, 2017 reservation.   We have reviewed the proper guest billing procedures with this hotel property to ensure that this mistake does not occur again.   Your refunds will be processed by our system back to your bank within 1 business day; however, since bank processing time varies, kindly check with them if you do not see the refund in your account within the next few days.   Thank you for your patience while we resolved your issue, and I hope you find this information helpful.   Sincerely,   [redacted] Executive Offices