Stahl Construction Company

Hi. Here is our response to our customer. Dear Mr. [redacted], Thank you for taking the time to contact us regarding your reservation at the [redacted] [redacted]. I am writing to let you know that we received your Revdex.com concern in our Executive...

Offices. I understand that you were charged a resort fee by the property when it was not disclosed on your confirmation email. I apologize for the confusion. I have reviewed your reservation in our system and our record shows that we have presented an advisory stating that the hotel may charge you this mandatory fee. I understand the confusion so, I escalated this information to our Hotel Team for further review. In line with this escalation, we decided to refund the resort fee that was charged. I called the property and Judy - Front Desk Clerk confirmed that you were charged $56.26 resort fee for both rooms. A refund request for the same amount was submitted to our Management Team for review and approval. Once approved, it will be credited back to the same card that was charged by us. You will be receiving another email from us advising the status once this is completed. Also, as token of appreciation for your business and loyalty, I'd like to offer a coupon code for 20% off your next Express Deals hotel booking. When you're ready to use it, just shop for a qualifying Express Deals hotel and apply the following coupon code on the Summary of Charges page prior to buying your hotel room: [redacted]. This coupon code is valid on or before 9/1/2017. Thank you for your patience while I resolved your issue, and I hope you find this information helpful. Sincerely, Christine M[redacted] Executive Offices

I am in receipt of the complaint
initiated by the above-mentioned consumer and appreciate the opportunity to
respond.
 
Priceline offers a variety travel
service options, including reservations that permit cancelations.
 
When selecting a reservation, the
consumer is...

provided with the cancel policy associated with each reservation.
 
In this case, the consumer selected
a reservation that provided greater savings and less flexibility.
 
Attached hereto is a copy of the consumer’s
contract page authorizing the non-refundable, non-changeable terms and
conditions of the selected reservation.
 







Again, we appreciate the
opportunity to clarify.
Sincerely,
[redacted]
priceline.com
 
 
This
checkout page for trip number [redacted] was submitted on 2015-08-06 22:25:24
$32 per night


















2 Star Hotel in
[redacted] - [redacted] Area for $32/night
This deal saves 52% or more compared to
similar hotels*
Not what you're looking for? See more Express Deals.
.































Area:

Nearly 15 miles northwest of the
heart of [redacted], the country-club suburb of [redacted] - [redacted] houses
several Fortune 500 companies' headquarters. You'll also find... (Click for full
Description)

Star Rating:



What hotel is this?

Guaranteed Amenities:


Pets Allowed
Free Parking


Free Internet
Free Breakfast


Check In:

Fri Aug 7, 2015

Check Out:

Fri Aug 14, 2015

Rooms:



1 Room
2 Rooms
3 Rooms
4 Rooms
5 Rooms
6 Rooms
7 Rooms
8 Rooms
9 Rooms
All
rooms will accommodate up to 2 adults.

Choose Bed:


















$32
per night

1 Queen Bed -
Standard Studio - Breakfast, Free Wifi



$32
per night

1 Queen Bed - Nonsmoking
Standard Studio - Breakfast, Free Wifi


Reservation Names:
age 21 or older

Please enter the name of the
person who will be checking into the hotel. They must present a valid photo
ID and credit card.
Room 1
[redacted]
[redacted]
[redacted]
 
Room 2
First:
MI:
Last
Name:
 
Room 3
First:
MI:
Last
Name:
 
Room 4
First:
MI:
Last
Name:
 
Room 5
First:
MI:
Last
Name:
 
Room 6
First:
MI:
Last
Name:
 
Room 7
First:
MI:
Last
Name:
 
Room 8
First:
MI:
Last
Name:
 
Room 9
First:
MI:
Last
Name:

[redacted] - [redacted]


 






© 2015
Microsoft Corporation © 2010 NAVTEQ © AND
© 2015
Microsoft Corporation © 2010 NAVTEQ © AND
Your hotel is guaranteed to be in
this area
View a larger map
»

We
Recommend Trip Protection
Trip Protection for this hotel stay
is $35!
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 $5.00 per room, per night. View Terms and Conditions
No,
thanks. I prefer to travel without Trip Protection.
Summary
of Charges



























Price
per night:

$32

Rooms:

1

Nights:

7

Room Subtotal:

$224.00

Travel Insurance

$0.00 ( DECLINED ) + Add
now Recommended!
(remove)


Taxes & Fees:

$47.74

Priceline Hotel Coupon:


-$0.00




Total Price:
All prices are in U.S. Dollar.

$271.74
271.74
271.74 0.00
Apply
Coupon
Have a coupon code?
Apply
This coupon is invalid or has expired


Mandatory fee of is collected at the hotel.
Booking
Conditions
All rooms will accommodate up to 2 people. Special requests
should be requested through your confirmed hotel and cannot be guaranteed
by Priceline.
Priceline will immediately charge
your credit card the total room charges upon booking.
Reservation is guaranteed for date
of check-in only.
Rooms purchased through Priceline
Express Deals cannot be cancelled, changed or transferred and refunds are
not allowed.
Hotel Name will be revealed upon booking.
Mandatory Fee: This hotel charges an additional
. This fee will be charged to you directly by the hotel. Mandatory fees
are not optional and typically cover items such as resort fees, energy
charges or safe fees. The amount of the charge is subject to change.
Pets Policy:
Pets are welcome guests at the hotel. A maximum of two pets are allowed in
each guest room. A 25USD per day, per pet nonrefundable cleaning fee, not
to exceed 150USD per pet, will be charged the first night of your stay.
Restrictions may apply
I agree to the
Booking Conditions, Terms and Conditions and Privacy Policy
by booking this room. I
agree to the Booking Conditions, Terms and Conditions, Privacy Policy and the travel insurance Description of Coverage by booking this room.

Complaint: [redacted]
I am rejecting this response because:As you can see in the attachment, the price of the flight was over $800 less than your price so your statement that the price was more is false.  Also, why are children prices not part of your price guarantee?  They are available to all children under 11 years old on [redacted]
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: This was not stated on my original ticket booking and I’m not going to just eat 2000$ in ticket costs. This is poor customer service and I never would have booked the tickets if I knew I wasn’t going to be allowed to cancel them. I knew I was still looking for cheaper flights and I double checked the cancellation and yet again there was no date or time. The only outcome that will be accepted is a refund.
Sincerely,
[redacted]

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

to [redacted] and informed him of the following; When I spoke to [redacted] on 8/19 a representative of Priceline, I asked her to forward me a copy of this policy, which again it is not stated anywhere that I was not entitled to a full refund the day. Further, the hotel and Priceline were immediately contacted after I accidentally booked a hotel I didn't need. I sent Priceline a copy of their cancellation policy they forwarded to me, and my telephone records showing that I dialed [redacted], and Priceline. I tried to resolve the matter then and at a later timer via telephone, and then sent a letter thereafter. I do believe that because I called Priceline and [redacted], I shouldn't be charged a no-show fee, I can obviously prove this.  Most importantly, I asked Priceline to forward me their documents, which when I looked it over no where on there does it state NO refunds if a hotel is booked after 12pm local time. Additionally, if they have several different cancellation policies wouldn't that fall under some sort of false advertising? I have waste time and energy trying to resolve this matter, therefore at this point I will only accept a FULL refund. Please see below for an email they sent me:Thank you for taking the time to contact us regarding your reservationat the [redacted] for Trip Number [redacted]We are writing to let you know that we have received your BetterBusiness Bureau concern in our Executive Offices.We understand that you are requesting for a full refund of yourreservation. We reviewed your issue and verified that you contacted usafter noon, local hotel time on July 4, 2105. It was stated on yourcancellation policy that refunds or cancellations are not availableafter noon local hotel time on your day of arrival (Saturday, July 4th).However, a one-time exception was made to refund your reservation minusa one-night no-show fee. A refund for $454.00 was issued on September 1,2015. Your refund has been processed through our system. If you need tocheck the status of your refund, please contact your bank directly toinquire about their processing time.We are sorry we did not provide you the answers you were looking for andhope you find this information helpful.Sincerely,[redacted]Executive Offices
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. The consumer purchased a Published
Price airline ticket with [redacted] is the merchant of record and
charged the consumer’s credit card accordingly.  On behalf of the
consumer, we contacted [redacted] to request an exception to their fare
rules/restrictions. However, the airline advised that the customers' itinerary
was not affected by terrorist attacks and they are unable to provide any
exceptions/refunds. The reservation remains non-refundable and non-changeable.  We are sorry that we are unable to assist the
consumer any further in this situation. The consumer may contact the airline
directly for any further assistance.Airline Contact Information[redacted]
Sincerely,
N. D[redacted]
Executive Offices

Dear Mr. [redacted],Thank you for taking the time to contact us regarding your attempt to book your hotel reservation in reference to the Request 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 pending transactions showing in your account. We carefully reviewed your records and found no confirmed reservation for you, for check-in on October 6, 2015. What is showing in your account is not a charge but an authorization. We authorized your card to verify that you have enough funds to cover the cost of your reservation. The authorization in your account should have dropped off depending on your bank/credit card company's processing schedule.We are truly sorry that the [redacted] was unable to process our request for manual removal of the authorization in your account. The card company is no longer allowing the process and we have to wait for the fund to be electronically credited back to your card.We appreciate your business, and we are very sorry that you have been disappointed with the way this matter was handled. As compensation, I have submitted a request for a $50 goodwill refund for you. This compensation is not intended to place a value on your experience. It is meant to emphasize our commitment to you as our customer, and encourage you to use our website for your travel needs.Per procedure, the request will go through a review process. You will be advised of the outcome of the review within 14 business days via email. Once the refund has been approved, it will be processed through our system within one business day. The refund will be processed back to the card you used when processing your hotel request on our website. You will be receiving email messages from us with updates of the refund request.In addition, I am sending you a separate email that contains a coupon to be used on a future priceline.com Hotel Express Deal. The coupon will provide a discount of 5% on your next reservation.We apologize for any inconvenience and thank you for giving us the opportunity to assist you.Sincerely,Berna A[redacted] Executive Offices

Complaint: [redacted]
I am rejecting this response because:This is the same  standard response that they read on the phone.It's like talking to a machineWrong answer!Never again!
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. After review of this concern we do show that on July 18, 2016 we
were contacted to advise that the hotel was offering the requested refund. We
verified with Scott at the hotel that they were willing to provide a full
refund and have process this in our system. A refund in the amount of $80.20 is
being processed back to the credit card used to make the request. I am sorry that we
are unable to assist the consumer any further in this situation. The consumer
may contact the property directly for any further assistance.
 
Sincerely,
N.
D’[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.
The full amount was deposited to my account on May 2,...

2016.  Thank You so much for your intersession.
Sincerely,
[redacted]










4/29/2016






Complaint

I originally booked a vacation through priceline for travel in January of 2016, due to unfortunate circumstances I had to can I asked to receive a credit on the airline tickets for the additional passenger and myself. On 11/28/15 I spoke to a representative named Lee to discuss the airline credit,...

he advised I would receive the full credit and to re-book I would need to pay a $150 exchange fee if I was changing the name on the ticket, if the ticketholder was remaining the same there would be no charge except the $30 rebooking fee through priceline. He then advised I can book directly with the airline company myself using the original reservation number. Today 04/18/16 I contacted the airline who advised due to tickets being purchased through priceline they were unable to provide me with my airline credit. I then called priceline who advised I would need to pay the $30 rebooking fee and an additional $150 exchange fee, I explained that this is not what I was advised I was told it would only be $150 if the name on the ticket was changing which it is not. they told me that was policy and sorry I was misinformed. so now I have to pay $180 to be able to use a credit I already paid for last year. ( I cant believe they are charging me double for something I never even use)







Desired Resolution
I would like to be able to use my full credit and only pay the $30 rebooking fee through priceline like I was told by representative Lee on 11/28/15. And if this is not possible I would like the full credit of the airline tickets in a gift card or check. There should be no reason this large company...

needs to keep money I spent and have not been able to use.





Consumer Business Dialog

Dea[redacted]
 
Thank you for taking the time to contact us regarding the
charges on your hotel reservation at The [redacted].
 
I am writing to let you know that we have received your
Revdex.com concern in our...

Executive Offices.
 
We apologize for the confusion. Our records show that the
rate you purchase are in [redacted] This
information was presented to you prior to purchase when you were asked to
review your reservation, including the currency that you will be charged
(please see attached) and the terms associated with cancellations or changes.
When you purchased your reservation, you agreed to those terms.
 
However, as a one-time exception, we have canceled this
reservation and your refund has been processed. A refund of 36.83 USD was
issued today, August 24, 2016. We will issue a refund to your bank within one
business day. Your bank will then post it to your account. The bank processing
time varies so please check with them if you do not see it in your account
within a few days.
 
I hope you find my reply helpful and we thank you for
your time.
 
Sincerely,
 
[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 almost satisfactory to me. I would prefer to get reimbursed after the return flight. Additionally, I am just writing to let you know that I did have to check a normal bag and a snowboard on the way to Switzerland and will be bringing both pieces of luggage back with me. Therefore, the reimbursement will be greater than the $27 (for the flight with [redacted], as well as for the flight going to [redacted]) that you have stated. Under a normal economy ticket, the snowboard would have been free to bring, but with the economy light ticket the snowboard does not get covered, so I had to pay for that as well. Where should I send the reimbursement details once I have gone through both flights?Best, 
[redacted]

Dear [redacted]
 
Thank you for
taking the time to contact us regarding your Vacation Package Request Number
[redacted]
 
We are writing to let you know that we received your Revdex.com
concern in our Executive Offices. As we understand, you are requesting...

details
of the amount that was not refunded from your package cost. The breakdown of
charges for your reservation are as follows:
 
 
Air ticket
reservation:  $424.21
Hotel reservation:  $148.17
----------------------------------------------------------
Total Vacation Package Cost:  $572.38
Less:  Refund, Air ticket reservation:  ($424.21)
----------------------------------------------------------
Updated Vacation Package Cost:  $148.17
======================================
 
 
We apologize;
however, our system does not display a breakdown of the taxes and services fees
for this package.
 
Please note
that the $148.17 is for the hotel portion of your package. As stipulated on the
Contract Page we presented you prior to booking, for the hotel portion, "
If you cancel your room, you will still be charged for the full reservation
amount."
 
For your
reference, I have sent you a copy of your Contract Page. This will be sent
through a separate email.
 
We hope you
find this information helpful.
 
Sincerely,
 
Berna A[redacted]
Executive Offices

Dear [redacted]
*
Thank you for taking the time to contact us regarding
your hotel reservation with 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 understand your
concern regarding your room and I am sorry to learn that you were unable to use
your reservation.
 
We have worked hard to make our service convenient and
accessible for all of our customers, but we acknowledge that there are always
areas where we can improve. We appreciate your efforts in bringing this issue
to our attention and hence, we have shared your feedback with our website team.
 
We have also reached out to the International Students
Residence to research your issue; however, they have not been able to respond
to confirm that your reservation was not used and if they are willing to make
an exception to issue a refund.
 
We further reviewed your request and a decision has been
made to refund your reservation in full because we value your business.  The refund for
126.72 USD was issued today, May 24, 2016. Your refund
will be processed through our system within one business day. If you need to
check the status of your refund after a few business days, please contact your
bank directly to inquire about their processing time.
 
Thanks for choosing us, and we look forward to serving
your future travel needs.
 
Sincerely,
 
Nico T[redacted]
Executive Offices

Thank you for contacting us regarding your reservation with [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 your concern regarding your stay. We...

have reviewed your reservation with the [redacted] and they have offered to refund one night for room under your name amounting to 69.80 USD due to quality issue and the problem with your room air conditioning unit. The refund was processed last July, 24, 2017, if you need to check the status of your refund, please contact your bank directly to inquire about their processing time.   We apologize for any inconvenience and we hope you find this information helpful.   Sincerely,   [redacted] Executive Offices

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

Offices.
 
We understand that you are requesting for a refund since
your hotel does not have your reservations on file. We contacted the Hyatt
[redacted] and verified with [redacted] at the front desk that your reservations are
confirmed for both request numbers [redacted] and [redacted]. For reference,
the hotel has provided the confirmation numbers of each room for both
reservations. Please see below:
 
Confirmation Number [redacted] - [redacted]
Confirmation Number [redacted] - [redacted] Confirmation Number [redacted] - [redacted]
 
We are sorry; however, since your reservations are
confirmed no refunds can be issued.
 
Thank you for choosing to contact us. I hope you found my
email helpful.
 
Sincerely,
 
[redacted]
Executive Offices

Dear [redacted]
 
Thank you for contacting us regarding your reservation at
the [redacted] New York booked under Trip Number [redacted]
 
We are writing to let you know that we have received your
Revdex.com concerns in our Executive Offices. We understand you do not feel your...

hotel
was rated properly and want to receive a partial refund.
 
We have researched to find that this hotel has a guest
satisfaction rating of 8.7/10 and does meet our expectations for the star
rating selected on our website.
 
Our competitors also rate this hotel as follows:
 
[redacted]
*
[redacted]
*
[redacted]
 
[redacted]
 
We contacted the hotel and were advised that they
upgraded you to a King room for no additional fee due to it being your
Anniversary. We are sorry if you are unhappy with your past hotel stay; however,
we are unable to offer a partial refund back to your account as requested. 
 
I know you expect a different answer; however, there are
no other options that I can offer because of the restrictions.
 
Sincerely,
 
Teddi C[redacted]
Executive Offices

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

understand you are requesting for a refund of your reservation because your flight got delayed and you were use the reservation. We reviewed your request and verified your reservation was canceled and refunded in full of 297.95 USD on May 8, 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.   We apologize for the inconvenience and we hope you find this information helpful.   Sincerely,   [redacted] Executive Offices

Dear Ms. [redacted],
We understand that you are not satisfied with the resolution.
We have contacted the hotel again to ask if they are willing to reconsider refunding the room under [redacted]; however, they reiterated that they will only make an exception to refund the room under [redacted].
As a gesture of goodwill, we have decided to refund this room from our end since we value your business. The refund for 65.86 USD was issued today, January 14, 2016. Your refund will be processed through our system within one business day. If you need to check the status of your refund after a few business days, please contact your bank directly to inquire about their processing time.
Thanks for choosing us for your travel needs.
Sincerely,
Nico T[redacted]
Executive Offices

We are writing to let you know that we received your Revdex.com concern in our Executive Offices. We understand that you tried to book a $21 per day rental; however, the request did not go through. Our apologies that you were unable to book the promo displayed on our website....

Our booking system is linked to our travel partners booking system and there can be occasional time lags, which will affect the prices shown on our website. Our partner was possibly in the process of updating the reservation system when you attempted to book the reservation. Also, keep in mind that we cannot guarantee the rate until purchase is completed. We are sorry we did not provide you the answers you were looking for and we thank you for your time. Sincerely,Executive Offices