Stahl Construction Company

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

understand you were unable to travel due to a conflict on your work schedule and you are requesting for a refund. Please note that our ability to change or cancel your reservation depends on the cancel policy presented prior to purchase. We reviewed your reservation and verified your reservation was a no show. We apologize you were not able to use your reservation; however, because your reservation is pre-paid, it is non-refundable. When you missed your scheduled check-in date the hotel considered you a no-show and released your room. This is a standard hotel procedure. If you had purchased your reservations from another travel company or directly from the hotel, the reservations would still be non-refundable. We apologize, we are unable to issue any credits or refunds.   Thank you for your time.   Sincerely,   [redacted] Executive Offices

Our record indicates that this matter has been addressed with the consumer.
 
The reservation has been cancelled and a refund for $98.24 was processed.
 
Sincerely,
[redacted]
Priceine.com

After careful review and deliberation we have processed a refund of $660.80 for the new airline ticket you bought. Since you are unable to provide receipts for the additional expenses the passenger incurred, we have processed a refund of $425.00 as a gesture of goodwill back to the original card...

used. This will be a total refund of $1085.80. We process the refund in our system within one business day however, processing time varies by bank.   Thank you for you patience while waiting for us to resolve the issue for you.    Sincerely, [redacted] Executive Offices

Booking.com worked directly with the customer on this issue. The customer was provided an alternate accommodation. However, it was to far from the airport where the original hotel was located.They refunded an extra $30.00 as goodwill for the inconvenience. Sincerely, Executive Offices

We have received the consumer’s
additional comments regarding reservation number [redacted].  As
you requested, we have again reviewed this matter to see if we overlooked
anything that might support a more favorable conclusion.  The
reservation indicates that the consumer did not select a prepaid reservation.  In this
case, the consumer selected a reservation with [redacted] Car rental whereby Payment
for this reservation is due when the car is returned and will be charged by
[redacted] Car Rental. In the event that the consumer
also purchased a prepaid reservation with Priceline, we ask that the consumer
provide the 11 digit Priceline reservation number. We are sorry that we are unable
to assist the consumer any further in this situation.
Sincerely,
N. D’[redacted]
Executive Offices











2/8/2016






Complaint

I booked an Express Deal on January 3, 2016 (itinerary # [redacted]) for 1 night. No where in the Express Deal listing or confirmation did it state that a $15 parking fee would be due at the hotel. With an Express Deal, Priceline is already aware what hotel will be provided to the customer. That...

said, they should clearly advise up front that the hotel will charge a $15 parking fee at check-in prior to submitting payment for the hotel. Not disclosing that fee up front is deceptive and ultimately influences my decision to proceed with the hotel purchase.
Priceline discloses other fees (i.e. resort fee) apart from the price, taxes, etc. in other hotel listings, so an informed decision of total cost can be made prior to purchase. Additionally, other travel websites ([redacted]) disclose any additional fee(s) the hotel might charge upon check-in even when the hotel name is not disclosed prior to purchase. A fee like this should not be a surprise when I check-in.
I am requesting that the $15 parking fee be refunded to me as it was not disclosed prior to purchase and as the hotel states it is a mandatory charge.







Desired Resolution

I would like the $15 parking fee credited back to me as this was not disclosed up front in the fees. Priceline knew what hotel they would be providing to me and the parking fee that would be charged upon check-in.

Consumer Business Dialog

I am writing you today regarding your hotel reservation at the [redacted] Area 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 that you called the...

hotel prior to check in and was advised that they did not have rooms available; therefore, you were unable to use the room and you are requesting for a refund.   We have contacted the hotel management on your behalf but they advised that they do not see any records that you called them on March 25, 2017. They also advised that they held the room for you that evening in question so they are unable to offer a refund.   We further reviewed your concern and decided to cover your no-show penalty as a gesture of goodwill. The refund for $85.17 will be processed through our system within one business day. Your bank may post the refund to your account after a few business days.   When calling hotels in the future, please make sure you let them know you have a confirmed reservation when you are advised they are overbooked so they could check their system and accommodate your booking. If they are still unable to accommodate, please make sure you call us right away so we could confirm with the hotel and offer further assistance.   I hope you found my reply helpful.   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 satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] 1) I have sent 2 messages to your company none of which have been responded to.2) you would think due to your in responsiveness, you could make one exception considering this had to be cancelled due to a death in the family.Please have a manager email me immediately at the email address provided. I want to understand why this is okay to not make one exception over a death. Seriously, how cold hearted and inconsiderate can your company be?  And I will make sure your corporate and president knows about this. I will send you a death certificate if you do not believe me, but I find it hard to believe you would ask me for that.I will be sure never to do business with your terrible company AND no one I know uses you. I hope that response was worth it.And by the way, never once even said sorry for your loss. Amazing.

[redacted]
I am rejecting this response because:I only booked the Hotel on January 30, 2017 and got an Email saying I had received a Hotel at the OMNI with the address. Feb. 1st I received an Email if my I Itinerary For the [redacted] I had no other Email requested put in for Any Hotel in [redacted] I have no idea how this occurred. Due to the fact I did NOT request this from Priceline. I called as soon as I received the Itinerary. And called my bank, Priceline with NO RESULTS. This has to be an error on Priceline's part. The only day I tried to book a room was on January 30, 2017. I made several attempts before getting the OMNI. Is is possible this resulted in a delayed booking ? Making this you duplicate issue? You called and know I nor No one stayed At The [redacted] South Park in my name nor used this room. I don't make reservations and not use them as I do not have the extra money to do so. I do want this matter cleared up. Either way it takes to do so. 
Sincerely,
[redacted]

Our record indicates that this matter has been addressed and a refund was issued in the amount of $323.06.
Sincerely,
N D[redacted]
Priceine.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 1[redacted] and find that this resolution is satisfactory to me.
I also work during the day and was in meetings when I received the phone call.  I cannot answer my phone at work and it's a busy time for us.  
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. Unfortunately,
there is nothing we can add to what has already been stated in our previous
correspondence. The consumer selected a reservation offering the following
cancel policy:
Cancel Policy: For the room type
and rate that you've selected, you are not allowed to change or cancel your
reservation. If you cancel your room, you will still be charged for the full
reservation amount. 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

RE: rentalcars.com purchase -  Account Number: [redacted]
 
 
According to the consumer, she/he purchased a reservation with
rentalcars.com.
 
Priceline does not have access to purchases made directly with
rentalcars.com.
 
Please contact...

rentalcars.com directly for any assistance relating
to rentalcars.com purchases.
 
[redacted], Operations Director at: [redacted]
 
Website:
www.
rentalcars.com
 
[redacted]
Operations Director
[redacted]
Website:
[redacted]
 
E – [redacted]
T - +[redacted]
M - +[redacted]
F – + [redacted]

[redacted]
I am rejecting this response because:Here is the problem.  I booked the tickets through k[redacted], which you own.  In [redacted] there is a field asking for how many adults and how many children up to age 11 so you think you are getting a children's fare. When I spoke to your Priceline representative I asked her specifically if I purchased 2 children's fares that I stated on [redacted]  She told me to hold and after several minutes came back on the phone and said I purchased adult fares.  If you do not accept children's fares, why did she have to even check?  Seems very fishy to me.  Feel free to check the recording and see if I am right! 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the...

business in reference to complaint ID [redacted]nd find my account has been credited finally. However, the numerous calls, delays and roadblocks placed in my path were awful. This is some of the worst customer service I have ever received for something that should have been an obvious quick fix. The business acted like they were doing me a favor by returning my money - something they sold me after they told me their was no sale. Priceline has lost a customer and probably several as I can not recommend them.
Sincerely, and thanks for your help,
[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. The following email was sent to the consumer on
6/17/2015.
Dear Ms. [redacted],
Thank you for taking the time to contact us regarding your airline reservation
for Trip Number [redacted].  We are
writing to let you know that we received your Revdex.com concern in
our Executive Offices. We understand that you are requesting a full refund of
your ticket as you are unable to travel due to medical concerns. Our record
shows that your tickets will expire on July 23, 2015. We can send your request
for a refund to the validating carrier, [redacted] Airlines. However, before we
can do that, the airline will require you to provide a doctor's
certification/note indicating that you are, and still is, discouraged to
travel. Please be advised that this is subject to the airline's approval.
Priceline, as a travel agency, cannot guarantee the refund since we are still
to abide by the airline imposed fare rules.
In addition, please note that the ticket is about to expire and we cannot
guarantee that the airline would immediately provide a response. In the event
that the airline will deny the refund request, ticket will only be valid for
exchange on the actual ticket expiration, which is July 23, 2015. No exchange
can be processed after that, unless the airline grants our request. Finally, if
the carrier refuses a full refund, we can only appeal for refund of the taxes,
which is about $100 (out of the $1,503.00 ticket value). Kindly reply to this email as soon as possible, and attach the needed
documentation so that we can proceed with requesting your refund from the
airline. The attachment needs to be a PDF or JPG file no larger than 2MB. Any
attachment that does not meet this criteria may be considered potential for
spam/malware/viruses and are stripped from the email message by our corporate
email system.
We apologize for the inconvenience and look forward to hearing from you soon.
Sincerely,
[redacted]
Executive Offices

Thank you for taking the time to contact us regarding your rental car reservation with [redacted] Corporation 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 did not receive the...

$50.00 credit on this reservation when you applied for a Priceline [redacted] card.   I apologize for the difficulty you have experienced. The Priceline Rewards [redacted] card is issued by [redacted] which is the U.S. credit card operations of [redacted]C. For security reasons, Priceline does not have access to your [redacted] account nor control over its [redacted] card policies or procedures.   In the interest of satisfying your concern, we have forwarded your letter to th[redacted] Executive Office. They will review your concern and reply with a resolution within 2 business days.   If you have any other Priceline Rewards [redacted] card concerns, please contact [redacted] directly. There are three ways to contact priceline rewards [redacted]   1. Email - Visit the pricelinerewards[redacted] website and select the Customer Service link. You will receive a response within 24 hours. 2. Phone - You can speak with a priceline rewards Visa consultant 24 hours a day, 7 days a week a[redacted] 3. Mail - Please send written correspondence to: [redacted]801   You can also learn more about [redacted]y visiting [redacted]   I hope you find this information 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 satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
   DEPART[redacted] to [redacted] - 1 connection11h 5m    [redacted] Airlines ([redacted] - **Economy Class,[redacted] (Jet)3h 35m      Take off[redacted]Landing[redacted] * [redacted]--- connects in [redacted]) --- 1h 25m layover    [redacted] Airlines (**) - [redacted]Economy Class,[redacted] (Jet)6h 5m      Take off[redacted] - [redacted]LandingS[redacted]) - [redacted]   RETURNWednesday, October 07 2015, 09:25pm[redacted] to [redacted] - 1 connection12h 50m    [redacted] Airlines (**) - 852Economy Class,[redacted] (Jet)5h 55m      Take off[redacted]) - [redacted]LandingT[redacted]1 day later[redacted] - [redacted]--- connects in [redacted] --- 3h 40m layover    [redacted] Airlines (**) - 36Economy Class,[redacted] (Jet)3h 15m      Take off[redacted] - [redacted]LandingT[redacted]I had already checked in my car rental at [redacted] at 6:13PM (12:13AM ET) and hop on a shuttle to the airport.  As you can see from this schedule I originally purchase, I've arrived and checked in more than 90mins ahead of the schedule flight, (well over 180mins).  With the new schedule with the flight leaving at 8AM the next day, I'm well over 14hrs ahead .  I do not know the reason to what you are trying to prove by highlighting the 90mins but I can assure you that I was intending to go home that night since I was never notified about the flight changes.  I had did a search within my email for priceline and can assure that I am receiving all your emails: [redacted], and especially [redacted].  According to your records explained to me by one or your representatives, an email was sent to me on May 24, June 30, and Sept 26.  Unfortunately for me, I had clean out my junk mail up to the Sept. 24, so I was unable to retrieved the earlier emails. Looking over the emails for 9/26, I was still unable to find this email sent by priceline.com, so I clicked on all the mail in my junk.  This is what I found:From: [redacted] You moved this message to its current location.Sent:Sat 9/26/15 10:45 AMTo:[redacted]Dear [redacted],We have attempted to call you regarding your upcoming travel arrangements on September 27, 2015 but were unable to leave a voicemail message. Your airline has notified us of a schedule change that has resulted to either a change in flight time or flight number.Please review your most current flight itinerary which is available on our website. You will be asked to enter your request number which is [redacted]. As a reminder, please call your airline directly prior to each flight departure to reconfirm your itinerary and verify no additional schedule changes have occurred.[redacted] Airlines###-###-####Sincerely, alexTravel Services Team.Please do not reply to this e-mail. E-mails sent to this address will not reach an agent. To e-mail us, please visit the Help Section of our website.I never properly received an email from priceline stating that there was a change in my itinerary.  As I recall, I purchase my tickets from priceline not [redacted].  If you don't understand my frustration with priceline.com, then I should of done business with [redacted] instead since they seem to be more reliable then priceline.com.  Do you even know who [redacted] is, because your representatives couldn't explain to me who they are and what they were doing with my information.  If your own employees didn't know, how should I know that this was the vital information I needed to make arrangements for my trip.  I do not understand that reason to why priceline was responsible enough email the itinerary change but only to misrepresent themselves so I think that this is another common junk mail.  This shady practice is unacceptable, and I pretty sure that if I had bought my tickets from [redacted] or [redacted], I would be dealing with just them and not some fake junk mail.My only conclusion is that priceline did this on purpose so that I'm force to buy another flight since your representativeconveniently found the flight I went home on. I would have to re-book through priceline for $250 on the phone.  Lucky for me [redacted] Airlines offer me the same deal.  I'm looking forward to hear from you and be sure to watch out your emails like [redacted], or [redacted].Also I would like to know the times and number use to contact me so I can check against my phone records.
Sincerely,
[redacted]

Dear Mr. [redacted],
Thank you for taking the time to contact us regarding your reservation
with [redacted] Corporation for Trip Number [redacted].
I am writing to let you know that we received your RevDex.com concern in our Executive Offices. As I understand, you are
requesting a...

refund of $90 or cancel your reservation as you believe
that the purchase does not provide you enough savings.
On our website, we stated that you can "Save up to 40% on your next
rental car when you Name Your Own Price." Upon review of your
reservation, I found that you actually saved $196.17 or 48.50% based on
the lowest published rate available at the time of booking. You would
not have received these savings had you booked your reservation through
the rental car company or on another website. However, one of the
reasons we are able to offer superior savings, is because this
reservation comes with more restrictions, including the agreement that
it will not be cancelled or changed.
Prior to submitting your request, we presented you with a Contract Page
for review and initial. This contract has the terms and conditions of
your reservation, including the Summary of Charges. By submitting the
request, you indicated that you have read, understood and agree to the
terms and conditions, as well as, the cost stipulated on the contract.
We are sorry we did not provide you the answers you were looking for and
we thank you for your time.
Sincerely,
Berna A[redacted]
Executive Offices