Stahl Construction Company

Complaint: [redacted]
I am rejecting this response because:  the issue at hand is not being addressed.  I know that the reservation was non refundable and nonchangeable.  What I'm trying to get u to recognize is that I was mislead regarding what I was buying.  On the website I clicked on the link to book the atrium view room.  That link sent me to another page where I went through with the reservation.  Unbeknownst to me, the link sent me to purchase a standard view room which was not what I wanted and I didn't realize this until I received the confirmation.  I know you think I just mistakenly clicked on the wrong button, but I went back through the process to pretend I was making another reservation and I verified that the website clearly stated "atrium view" beside the button that I clicked.  I feel that Priceline has deliberately made the process deceiveable, tricking people into thinking they are getting something that they are not.  I took a screenshot of the page, but no one at priceline.com would give me an email to send it to.
Sincerely,
S[redacted]

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, including the travel dates selected.
 
Sincerely,
N. D[redacted]
priceline.com
 
Your Trip Summary
Names must match photo ID. Please verify spelling and edit names as necessary.
[redacted]
[redacted]
Depart ing Flight Informat ion - Friday, Sept ember 18, 2015 (Arrives Sat urday, Sept ember 19, 2015 )
Operated by [redacted]
[redacted]
[redacted]
9h 0m, 4387 mi
From
[redacted] [redacted]
[redacted]
Departs: [redacted]
[redacted]
T o
[redacted]
[redacted]
Arrives: 0[redacted]
[redacted]
Aircraf t
[redacted]
Economy/Coach
Class
Ret urning Flight Informat ion - Monday, Sept ember 21, 2015
Operated by [redacted]
[redacted]
Flight [redacted]
10h 10m, 4387 mi
From
[redacted]
[redacted]
Departs: [redacted]
[redacted]
T o
[redacted] [redacted]
[redacted]
Arrives: [redacted]
[redacted]
Aircraf t
[redacted]
Economy/Coach
Class
Passenger and t icket informat ion
Summary of Charges
Airline Ticket Cost: $130.00 per ticket
Airline Ticket taxes and fees: $480.50 per ticket
Airline Ticket Trip Protection: Declined + Add Now Recommended!
Number of Tickets: 2
Airline Ticket Delivery: $0.00 (Electronic Ticket)
Airf are Subtotal: $1,221.00
Total Trip Cost:
(All prices are in USD) $1,221.00
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.
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. All travelers will need a valid passport and you may also need to show additional
documentation at your destination and/or in connecting countries.
Enter Your Billing Address(as it appears on your credit card statement)
Street
[redacted]
[redacted]
"Yes! I would like to receive exclusive promotions, coupons, and discounts from priceline.com."
[redacted]
Seat Preference:
Flight #[redacted] Window Seat Requested
Flight #[redacted] Window Seat Requested
Meal Preference:
No Meal Preference
Ticket Type:
Electronic
Ticket
[redacted]
Seat Preference:
Flight #[redacted] Together Seat Requested
Flight #[redacted] Together Seat Requested
Meal Preference:
No Meal Preference
Ticket Type:
Electronic
Ticket
Hotels Cars Flights Vacation Packages Cruises More ? My Trips ? Help ?
Credit Card T ype
-- Choose --
Credit Card Number
XXXXXXXXXXXXXXXX Month Year
Expiration Date Security Code
XXX What's this?
Current Cost $1,221.00
Card Member Bonus - $50.00 Statement
Credit
You Pay Only $1,171.00
You're pre-qualified to apply for the new priceline rewards [redacted]® card.2 Apply
right now to save $50 when you use your new account to pay for this purchase.
Plus, enjoy these benefits:
Earn 5 points per $1 spent on priceline.com® purchases
Earn 1 point on every dollar you spend...every dollar, every place
No Annual Fee2
Redeem your points, for statement credits, for anything you buy on the card
($25 minimum)
Terms and Conditions
apply now and save $50
Password (Min. 8 characters)
••••••••
Conf irm Password:
••••••••
Choose a Credit Card
I want to use my own credit card:
I would like to save $50 on this purchase.1
You can choose to stop receiving "pre-screened" offers of credit from this and other companies by calling toll-free 1-
###-###-####. See PRE-SCREEN & OPT-OUT NOTICE on the credit card Terms and Conditions for more information about
pre-screened offers.
Register now and save! (optional)
Create a password and we'll save your itinerary and billing information in a secure profile.
Password strength strong
prev buy my t icket s now
1 Savings offered as a one-time statement credit to your new card.
2 Offer subject to credit approval. Benefits will vary depending upon the card for which you are approved. Not everyone will qualify for the priceline [redacted]® Signature
Card. If at the time of your application you do not meet the credit or income criteria necessary, we may not be able to open an account for you or you may receive a
Platinum Card, which has fewer benefits. See Terms and Conditions for information about the account terms and benefits that will apply if you are not approved for a
priceline [redacted]® Signature Card. This offer is available to new Cardmembers only. For information about rates, fees, other costs, and the reward program rules (including
points accrual rate, bonus point awards, etc.) and benefits associated with the use of this credit card program, please see the Terms and Conditions.
3 Earning Points: Cardmember(s) earn "Points" in the following amounts based upon the types of purchase transactions charged to the Account: a)Earn five (5) points
for every dollar spent on all eligible purchases made at priceline.com®. Purchases not eligible will receive one point for every dollar spent using your card which
includes: cruise bookings, non-Name Your Own Price® car reservations, and hotel reservations designated as Pay When You Stay. b) Earn one (1) point for every dollar
spent on all other transactions. The following transactions are excluded from "Purchases" and do not earn Rewards unless stated: interest, finance charges, balancetransfers, convenience checks, cash advances and credit fees.Restrictions apply. Please see the Terms and Conditions for

Dear [redacted]We are contacting you today regarding your reservation
with [redacted] Corporation 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.Due to the nature of your
concern, we would like to speak with you directly by phone. I attempted
to contact you today in an effort to address your concern; however, we were
unable to speak with you at the number you provided at the time you booked your
reservation.Please contact us directly at: ###-###-####. The Executive
Office hours are 9:00 a.m. to 6:00 p.m. Eastern Time, Monday through Saturday.
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.We apologize for the inconvenience and hope to hear
from you soon.Sincerely,Joe A[redacted]Executive Offices

Complaint: [redacted]I am rejecting this response because:They are not responding to my initial criticism regarding the process. It is not until you submit your non-refundable order that you see you are being charged an extra day for the car rental. If I were able to see that I was being charged for three days, I would have adjusted the time of return to fit within the window. Their claim that the car rental company is keeping the money seems bogus as the agent inadvertently posted an on-screen receipt showing a two day rental. I feel that maybe my claim should also be directed to the Federal Trade Commission as Priceline does not clearly disclose the details of pricing prior to requiring a non-refundable commitment. Sincerely,[redacted]

Thank you for taking the time to contact us regarding your reservation at the [redacted] Hotel 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 are requesting for a full refund of the reservation and a refund of the valet parking you paid the hotel because the amenities you wanted was not available at your confirmed hotel. You also feel that the property is not a 4-star hotel.   We are sorry to hear that your hotel fell short of your expectation during your stay. 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].com = 4 stars [redacted].com = 4 stars [redacted].com = 4 stars [redacted].com = 4 stars [redacted].com = 4 stars   In addition, guests who have previously stayed at this hotel have told us how much they enjoyed their stay by sending us positive reviews about the overall quality, cleanliness, location, and amenities. This hotel has an Overall Guest Rating of 7.6 out of 10 (with 729 reviews) on The Priceline Scorecard. You can review the Overall Rating as well as real travelers reviews for this hotel on our website.   We reviewed your reservation, and your contract, and found that the reservation you booked does not guarantee a pool or free parking. Normally, the reservation you purchased cannot be changed, cancelled or refunded. We found that the hotel allowed an exception and authorized us to process a full refund for you. However, we apologized that we are unable to refund the valet parking you incurred since we did not guarantee free parking for your 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

Complaint: [redacted]
I am rejecting this response because:Date Sent: 3/21/2016 12:36:04 PM Complaint: [redacted] I am rejecting this response because: I would really like priceline to answer why the hotel has us down as all inclusive but priceline keeps saying it doesn't. We have confirmed with the hotel multiple times and everytime they tell us we are all inclusive and there is no problem. We gave all the money we had to priceline to book this all inclusive trip so everything would be taken care of while we are down there. Priceline is still saying it's not all inclusive and we can pay for everything out of pocket when we get there for the all inclusive and then request reimbursement. We paid an extra 696 dollars to get the all inclusive so where is that money going? Priceline is just keeping it and telling us we have to pay more and then request reimbursment? Which they will deny once we put the request in. That is why we paid for everything up front so we wouldn't have to deal with this. So priceline needs to honor what we booked without another dime from our pockets. We are not the ones who made an error or mistake, it is priceline and they need to fix it. Sincerely, [redacted]
[redacted]
[redacted]

Thank you for taking the time to read this email. I am writing to let you know that we received your Revdex.com rebuttal in our Executive Offices. I understand that you are not satisfied with the resolution that was provided. I did review your case again; however, we are truly unable to offer any refund or compensation. I have reviewed the process on our website and confirmed that option to enter the number of beds during the request process is not allowed. On our website, the only information that can be entered are the city and state, check-in and check-out date, number of rooms and number of traveler, with the latter being available only in case a published price hotel is selected. As mentioned on our previous correspondence, some Express Deal hotel rate we offer online provide our customers bed type choices, while some does not. In your case, I did review our record and confirmed that the Express Deal hotel rate you selected does not offer that option. As stated during the booking process, we only guaranteed that 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 by Priceline. I see that you saved 46.48 USD or 32.62% off of the hotel's lowest published rate available at the time of booking. Our hotel partner provided this discounted rate given the condition that the reservation will not be cancelled and that your specific bed type will be assigned at the property depending on their availability and discretion. I know you expect a different answer; however, there are no other options that I can offer because of the restrictions. Sincerely,Executive Offices

Complaint: [redacted]
The trip number is [redacted]. Thanks!
Sincerely,
[redacted]

Hello.  Please see the resolution that we have provided to the customer.  Thanks. Resolution: I called the [redacted] spoke with [redacted] - Front Desk Staff who approved the cancellation for a full refund as long as the reservation is canceled today. I called [redacted]...

[redacted] and educated the guest on how the Name Your Own Price reservation works. I suggested, he books a hotel at retail prices where in everything is disclosed prior to purchase. I offered the guest a one-time exception to the cancel policy. The guest opted to proceed with the cancellation. I canceled the reservation and issued Mr. [redacted] a full refund in the amount of 120.77 USD.

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: I am not going to take my family to a un safe dirty nasty hotel. Your star rating of this hotel needs to be adjusted, read the reviews of trip advisor !  I have used priceline my entire  career and have probabaly booked over 500 nights,  I work for a company that has 32 traveling representatives.  Due to this one bad experience and loss of trust with priceline, our entire company will not book thru priceline again.
Sincerely,
[redacted]

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.
This was the worst, most frustrating customer service experience we have ever encountered. It started w a request for a name correction and resulted in having to tell and retell the situation, be put on hold countless times, on one occasion for an hour and forty-five minutes.  We spent a minimum of ten hours and probably more not to mention additional calls to [redacted] and [redacted].   When Priceline supposedly corrected my name it was spelled incorrectly even though my husband spelled and respelled it for customer service and was in the notes. It then had to be reissued once again.  At one point the reservation was cancelled in error and then had to be re-entered. We paid additional money to [redacted] for specific seats and when the reservation was cancelled in error our seats were lost resulting in yet another long hold time with [redacted] to get our seats back.   Getting this done took three weeks!  Every time you call you have to talk to a Level 1 rep before they will transfer you to higher management.  They will not give you a direct number to call them back and until the very end would not commit to calling us back.   After we finally got the outbound portion of the trip squared away we called [redacted] to get seat assignments for the trip back and low and behold they couldn't find our reservations so again w are back on the phone to Priceline trying to get this mistake resolved! It took us FIVE weeks, countless hours, emails to the VP of Priceline (Todd P[redacted]) and two complaints to the Revdex.com.  We were two days before departing before we knew for sure if we had seats coming home.   I would think that after the first complaint to the Revdex.com someone in the company would be accountable  and follow through to make sure that everything was squared away.  Not only did Priceline waste our time and cause us tremendous amounts of stress but the amount of payroll they wasted in getting it corrected is unbelievable!  If one person had taken responsibility it could have saved all of us a lot of wasted time  Sincerely, [redacted]

[redacted]   Thank you for taking the time to read this email.   I apologize for the delay in providing you an update. We have reviewed your case further and as a compensation for the inconvenience, we would like to offer you an additional 20% refund on top of the full refund that...

was already issued. This additional refund would be in the amount of $201.40.   A refund request for the said amount has already been submitted to our management team for review and approval. Once completed, you will be notified of the status of the request via email.   Thank you for your patience while I resolved your issue, and I hope you find this information helpful.   Sincerely,   [redacted]

Complaint: [redacted]
I am rejecting this response because:when I chose the option the flight time was. ETween 10am and 6pm. When I called customer service right away I was on hold and then the customer service person changed the time. I never would have booked it if it wasn’t. I wasn’t going to pay 15$ and wait for my money to be put back in my card for something I am not at fault for. It made me totally recharge my schedule and cost me more than what the flight was. I have been a very loyal customer if Priceline until now. 
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’s contract page  discloses the following cancel policy listed
under booking conditions: Cancel Policy:  For the room type and rate that you have
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.
 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: I have been in contact with [redacted] and Priceline both in regards to this problem and feel it can be resolved quicker. Thank you.
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 customer claims that she asked to cancel the reservation under request number [redacted], however, the agent she spoke with, cancelled the rental under request number [redacted].  The customer’s taped call has been reviewed and verified that when the customer contacted us, she either selected or entered the incorrect request number in our automated system. Additionally, the Priceline representative also confirmed the reservation details with the consumer prior to cancelling, and the customer confirmed it to be correct. We are sorry that we are unable to assist the consumer any further in this situation.
 
Sincerely,
N. D[redacted]
priceline.com

Dear [redacted]
 
Thank you for taking the time to contact us regarding
your hotel reservation at The [redacted] 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 have issues with this hotel
reservation.
 
Our records show that you opted to cancel this
reservation for a refund.
Please note that once canceled, this can no longer be
used or reinstated. If you still need a hotel accommodation, you may book a new
reservation online.
 
As an apology for this inconvenience, we are offering you
either one of the following options:
 
Option 1: A 20% coupon on a future Hotel Express Deals
reservation.
Option 2: A $50.00 credit towards a future Disclosed
Hotel reservation.
Once you book your new reservation, please respond to
this email with the new Trip Number so that we can process your $50.00 hotel
credit.
Please note, you must reference the original Trip Number
listed in the subject line of this email.
 
We look forward to assisting you and resolving your
issue.
 
Sincerely,
 
Jenn H[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.
I am very happy with the resolution made by Priceline and appreciate Priceline's team effort in getting this issue addressed. Sincerely,
S[redacted]

Hello. Please see the response below that we have sent to our customer.  Thanks. Dear [redacted] Thank you for taking the time to contact us regarding your reservation at the [redacted] & Convention Center 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 to cancel one of your three reservations, particularly under confirmation numbe[redacted] We reviewed your cancellation policy and verified that the room type and rate selected, you are not allowed to change or cancel your reservation. We also verified with the hotel that all rooms are being occupied. If you have further questions about the cancellation policy of your booking, please contact [redacted] directly. We apologize; however, we are unable to refund your reservation. We are sorry we did not provide you the answer that you are looking for and we thank you for your time. Sincerely, [redacted]Executive Offices