Stahl Construction Company

I am in receipt of the
complaint initiated by the above-mentioned consumer and appreciate the
opportunity to respond.
 
According to Mr. [redacted], he
selected Priceline's Name Your Own Price hotel service and chose the area
labeled [redacted]; however, received hotel accommodations...

in the [redacted] area
and not the [redacted] area.
 
Once the consumer selects his/her
desired area(s), and provides all the details of the trip on our website, we
summarize the consumer’s request on the checkout/contract page. The consumer is
then asked to review his/her request and initial the box at the end of the
summary to authorize the terms and conditions of the selected purchase, and
confirm that the travel details, including the area(s) selected, are accurate.
In the event the consumer’s offer summary shows a mistake, or incorrect city
area, the consumer can go back and change it before he/she clicks "Buy
Now."
Attached hereto is a copy of Mr. [redacted]’s initialed contract page agreeing to
the non-refundable, non-changeable terms and conditions of the purchase, as
well as authorizing the city area of [redacted] for his hotel room location.
Attached hereto, please also find a copy of the Name Your Own Price website
listing the area map for the [redacted] region for selection. Please note
that #6-[redacted] is listed directly below #5-[redacted].
Upon contacting Priceline, Mr. [redacted]
was offered the option to cancel and resubmit for the correct area. With this
option, we charge a one night cancel fee at the time of cancellation, and if
the customer rebooks a new reservation we refund 50% of the cancel fee. Our
record indicates that Mr. [redacted] declined this option.
Additionally, in efforts to assist
the consumer and as a goodwill gesture, Priceline contacted the hotel partner
to inquire if they would allow an exception to the cancel policy, and they
advised that they were unable to offer a full refund and a one night cancel fee
would apply.
We are sorry that the consumer’s
selected purchase is non-refundable and non-changeable, and we are unable to
assist with a refund.
Sincerely,
[redacted]
Priceline.com LLC

Thank you for taking the time to contact us regarding your reservation at the Doubletree By [redacted] Airport 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 received a...

coupon code and wanted us to apply the coupon’s discount to your reservation.  We apologize; however, there are rules and restrictions outlined with each of our coupons. The coupon code we provided you can only be applied to a Priceline Express Deal reservation. We reviewed your record and found that the reservation you purchased was one of our disclosed rate and we are unable to apply the discount to your booking. There was no option to enter the coupon code when you booked your reservation because it does not qualify since it was not an Express Deal.  We are sorry we did not provide you the answers you were looking for and we thank you for your time. [redacted] Executive Offices

Dear Ms[redacted]
 
Thank you for contacting us regarding your reservation at
the Best Western plus San Pedro Hotel & Suites 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 feel you were billed
more than you agreed to when booking your reservation and are unhappy that the
hotel could not locate you reservation upon arrival.
 
We reviewed the reservation in our system and confirmed
that prior to purchase, we disclosed the amount of $119.00 plus taxes and fees
of $18.11. Your total price was $137.11. The hotel confirmed that you checked
in after 2:59 AM on July 1. Please accept our sincere apologies for your
experience. A separate email was sent 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. The email will contain instructions on how to
redeem this coupon, so please follow the instructions carefully. We are sorry
for any inconvenience; however, we are unable to offer a 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

We have responded to the customer. Please see the recap of the resolution below. [redacted]
[redacted] We acknowledge receipt of the complaint initiated by the above-mentioned client. It is our goal to constantly provide superior service and customer feedback...

is very important to us. The booking was created by [redacted] on 14 November 2016[redacted]sInstantly confirmed under Booking ID [redacted]Period of Stay (POS) November 17th -18th, 2016 Total amount charged:  USD 71.94Upon investigation, it was brought to our attention by Ms. [redacted] that she had been charged at the hotel upon arrival. [redacted] also complained about hotel condition and demanded a full refund. Furthermore, [redacted] advised us she spoke to the hotel Manager and he allowed a full refund. However, we failed to get confirmation from the Manager during 22-28 November 2016 (GMT +7). We have managed to confirm that a full refund is allowed for the booking on 29th November 2016 (GMT +7) and [redacted] has proceeded a full refund to [redacted] In conclusion, the full refund of USD 71.94 and USD 54 deposit have been provided to the customer. We have also taken the liberty to provide our final correspondence to [redacted] directly as well for clarification of this matter.

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. The consumer purchased a hotel room reservation for check-in on 11/1/2015 and was unable to check into the hotel at 4:00 AM ET on 11/1/2015. Priceline tells consumers: When booking a reservation for immediate check-in after midnight, enter yesterday's date into the check-in date field. I am sorry that Priceline is unable to assist the consumer any further in this situation.
Sincerely,
N. D[redacted]
priceline.com

Complaint: [redacted]
I am rejecting this response because: this hotel only offered coffee and hot chocolate as breakfast. Their verification is call the front desk to ask if they offer breakfast. When I arrived at the hotel I asked the front desk attendant [redacted] about their breakfast. He stated that a lot of the time they run out of supplies. Priceline made a promise that this hotel would offer breakfast and this hotel did not offer anything other than coffee and hot chocolate. Please see the attached pictures. There was not any oatmeal offered, and the cabinet below was locked.
Sincerely,
[redacted]

We 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. 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,
[redacted]
priceline.com

Our records indicate that this matter was addressed with the consumer and a refund was issued.

Complaint: [redacted]
I am rejecting this response because:Hello, I wanted to show you exactly what I mean by false advertising. I did an experiment today where I RECREATED what I booked on your website. I booked a two queen bed non smoking room that lists whirlpool ([redacted]Here you can see where that room states whirlpool. It even lists that there is a hot tub in room features. So I booked because the only way for me to ask a representative about room features and guarantees was to book a room. Which I also have a problem with that I can not speak to a representative about a room feature without calling the hotel??See this conversation first: [redacted] (Responding) * Hi, my name is [redacted] and I'll be assisting you today. * hi [redacted] I have a question regarding booking a room before I book it, can you help with that * I see you have yet to book a reservation with us, how can I help? * I want to book the queen room with two queen beds- non smoking (69.49 with free cancellation) at the [redacted] 04/07-04/08 and I wanted to know if this room guarantees that there is a whirlpool in it (it states so in the description) * Thank you for considering our website on purchasing a reservation. I wish I can help you with this. However, I do not have access to the booking system or the option to check on rates and availability. I cannot check on the information that you need. If you are booking with the name of the hotel disclosed, you can call them to verify for more information. * I would like to make sure on pricelines end that they will guarantee that feature before I book. Will calling customer service help with that? * I understand your concern, but our phone customer service agents can only assist customers who do have an existing reservation. They will not be able to verify this. We have no sales support that I can refer you to. * that seems odd but ok, so if I book that room under that rate and then the hotel tells me that there is no whirlpool in that room, what will I do then? There is nothing that I can guarantee, [redacted]. I recommend that you check with the hotel if what rooms does have whirlpool and see if that is available on our website/ * once you make your purchase online, we immediately charge your form of payment to lock in your rate and secure your reservation. Your reservation may not be changed, canceled or refunded once it is accepted. * even if it states free cancelation? cause thats what it says under the second rate so to be sure you do not guarantee any feature you list on your site? * I'm sorry if you have to go through this; however, we do not have access to that information. For more information, our self-service Help Center is designed to assist you with any questions you may have prior to booking your reservation. By visiting the Help Center you can choose from a list of topics or use the search feature. The direct link for the help center is [redacted]ou can also access the Help Center at any time throughout the booking process by selecting “HELP” in the top right-hand corner of your screen and selecting “Self Service”. * this feature does not list what you guarantee. I want to know from you if you will guarantee a feature listed on a room if I directly book that room (not using an express booking option) * We can only guarantee what is stated on our website, [redacted] ok so if your website states that the room has a whirlpool and it does not, then you will refund the room? * If it mentions about a whirlpool, then that should be guaranteed. If it does not, we cannot guarantee that it has whirlpool. * ok that is what I wanted to make sure. * Thank you. * Is there anything else we can assist you with? * no thank youSo at least someone understands that if your website shows a feature of a room that the room should have that feature if I book directly with it. So after I booked I called the hotel and spoke with [redacted] He stated he has been having extreme problems with price line because he has told you that NO ROOMS AT HIS HOTEL WITH QUEEN BEDS HAVE A WHIRLPOOL (the response I received from [redacted] at Priceline via chat on 03/28 stated this response "I did call the hotel and I spoke to [redacted] who works at the front desk, and he told me that they have two rooms with a hot-tub but it costs more versus their standard room rates, and it is only available to book directly with them."). Yet you have that listed on your website, causing problems for him and for me because I expect that feature when I book a room listing that feature, and yet you can not book that feature of a room through priceline at all, only through the hotel. So I wrote back and again was hit with the exact same response from Price line, that because it is not listed in your contract when I purchased the room you should not have to abide by what you list on your site. This is FALSE ADVERTISING. You are advertising a feature and then switching it when the customer books the room. I will be sending this correspondence and my experiment to Revdex.com because again, this is not a problem with me "NOT READING THE CONTRACT" this is an issue with you listing a feature on on your site so that people will book the room through you, even though the hotel has stated that they have tried to fix it with you and yet you have not changed anything.
Sincerely,
[redacted]

Dear [redacted]   Thank you for contacting us regarding the hotel component of your vacation package reservation at the [redacted] A Tribute Portfolio Resort for Trip Number [redacted]   We are writing to let you know we received your email in our Executive Offices....

  We understand you would like us to go ahead and proceed with your refund. A refund in the amount of 367.48 USD was issued on September 30, 2016. The refund was processed through our system within one business day; however, bank processing time varies, so please check with them if you don't see the refund in your account within a few business days.   Thank you for giving us the opportunity to assist you and we hope you find this information helpful.   Sincerely,   Ju[redacted] Executive Offices

Complaint: [redacted]
I am rejecting this response because:
The following information you provided is NOT TRUE, if you were only required to try your own Services every so often  you would NOT say nor believe the statement you provided. For the matter of fact Priceline always display the RESORT FEES if there is any including the Express Deals, however you failed this time but refused to admit or resolve it: "In addition, you booked the reservation through our service that does not reveal the specific hotel until after purchase. Therefore, we are unable to display the specific amount of the resort fees during the booking process since the cost varies by hotel and we do not know which hotel would accept your request until after booking" What you wrote above is not TRUE nor factual in addition they charged me for two nights but your reimbursement was for one night.Sincerely,
[redacted]

Hello.  Please see the response we sent to our customer. Dear Mr. Peter Yi,   We are writing you today regarding your reservation with [redacted]   We are writing to let you know that we received your Revdex.com concern in our Executive...

Offices.   Our Best Price Guarantee applies to every Air, Hotel, Rental Car, Cruise and Vacation Package sold on priceline.com. If you find a lower price for the SAME ITINERARY, we'll refund 100% of the difference. Book an Express Deal and we'll refund 200% of the difference - Double the difference! Call us within 24 hours of booking to initiate your claim, or up until midnight the day before travel if you purchased an Express Deal or Name Your Own Price® reservation. 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 have identified that you did not qualify for BPG because requirements are not met.   We apologize that you don’t qualify to our Best Price Guarantee because the itinerary you saw in [redacted]is not the same itinerary as confirmed to us.   Regards,   [redacted] Executive Offices

We
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. Please note, when submitting subsequent offers for a reservation,
the consumer is provided with a contract page disclosing the terms and conditions
of each purchase, including amenities and request details. The consumer viewed this
page, and authorized the purchase. We are sorry that we are unable to assist
the consumer any further in this situation.
 
Sincerely,
[redacted]
priceline.com

[redacted]   Thank you for taking the time to contact us regarding your reservation with Hotel Sav 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 would like to...

apply your coupon code [redacted] RMNOCT16 to this reservation. I checked these codes in our system and our record shows that these are not Priceline Coupon. Upon reviewing, I have confirmed that both are provided by [redacted]   [redacted] is one of the many coupon websites online that allow its visitors to post and retrieve coupons or promotion codes. Please be advised that we are not responsible for what is posted on these sites. Some of the promotions or coupon codes may work; however, we cannot guarantee that they are not displaying expired or invalid deals.   I tried to apply these codes to your reservation; however, both are not accepted. It shows an error message stating that it cannot be applied because your reservation was booked directly on our website. Upon reviewing, it was mentioned that coupon can only be applied if the reservation was booked with us through the participating website, which in your case is [redacted]   I understand that this does not make up for the time, effort and inconvenience you encountered. Therefore, even though we cannot offer the 5% discount value of the coupon codes, I have sent a separate email that contains a Priceline.com coupon to be used on a future priceline.com [redacted] The coupon will provide a discount of 5% on your next reservation. The email contain instructions on how to redeem the coupon. Please follow the instructions carefully.   Thank you for your patience while I resolved your issue, and I hope you find this information helpful.   Sincerely,   [redacted] Executive Offices

Dear [redacted]
 
We are contacting you today regarding your hotel
reservation at the [redacted] booked under Trip Number [redacted]
 
We are writing to let you know that we received your
Revdex.com concern in our Executive Offices. As...

we understand, you
would like to cancel your reservation and get a refund.
 
The reservation that you purchased is truly restricted
which is non cancelable and non refundable. This information was provided on
the contract page that you reviewed and initialed prior to booking.
 
As a gesture of goodwill, I called the hotel to request
for exception and they agreed to cancel your reservation. I have canceled your
reservation and processed a full refund in the amount of $1,255.31 back to the
same card that was used to place the request. Your refund will be processed by
our system within one business day and your bank will post the refund 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,
 
Joe A[redacted]
Executive Offices

We have called and emailed this customer directly regarding this matter. Please consider this case closed.

Complaint: [redacted]
I am rejecting this response because:Deceptive advertising. Hotel not available on your website, but is available on the name your own price? 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
While I appreciate the refund of the insurance, I feel my main complaint was not addressed.  I feel that this instance could have been resolved very easily with proper customer service and instead, they looked for any loophole to take my money and not provide the car I paid for.  The rate I paid did not even turn out to be a discounted rate.  This is not a company that I feel is concerned about it's customers and therefor I am not satisfied with the resolution.  I would not feel comfortable using this company in the future and feel people need to be made aware of this. 
Sincerely,
[redacted]

We are writing to let you know that we received your Revdex.com concern in our Executive Offices. As I understand, you are requesting for a refund of the reservation.Sorry it is taking so long; we have been in contact with the [redacted] Airlines and are currently making attempts to resolve...

this issue for you. We are working hard to find a resolution. Please note, most airlines would respond within 6-8 weeks.  Thank you for taking the time to inform us of your concerns and we hope you find this information helpful.     Sincerely,Executive Offices

Tue May 19, 2015 14:54:29 PM ET
[redacted] | [redacted]
Dear Mr. [redacted],Thank you for taking the
time to contact us regarding the refund of your airline reservation for Trip
Number [redacted].We are writing to let you know that we have received
the medical information you provided in our Executive Offices.We thank
you for your patience while we research this booking for you. We have been in
contact with the airline, [redacted], and are currently making attempts to
resolve this issue for you. We hope to be in contact with you in 3 to 5 business
days with a resolution. We appreciate your patience while we continue to
work to resolve your issue.Sincerely,[redacted]Executive
Offices