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Priceline

Priceline • Air Travel • Wrong Airport! • Cruises • Hotels • Rental Cars • Compassion Policies • Cancellation Insurance • Disputed Charges • Defenders • Insider's View --- • Priceline Faces Class Action Suits

The idea of Priceline is appealing. It presents itself as auctioning off unsold seats, beds, etc. But the reality can sometimes be quite a bit different, as the complaints below illustrate. You may be able to get better arrangements for the same price by planning ahead and shopping around. Priceline tends to book travelers on flights that leave at odd times and that require multiple connections.

Other things to be aware of:

• There is little customer service when you are a Priceline traveler. If your plans go awry, it's not likely a quick call to an 800 number will help.
• The airline will not help you and will absolutely not let you exchange your ticket. You don't own the ticket, Priceline does. Even if the airline wants to be helpful, there's not much it can do.
• Priceline fees and surcharges are sometimes higher than those charged by travel agents and airlines, so you may end up paying more even if the ticket price is lower than you might find somewhere else.

Also, remember that Priceline's "secret" is that while the customer specifies what price he is willing to pay, he must commit to pay that price. There's no backing on once the other party accepts the offer. It's important to understand this upfront and to do your price shopping before you enter a bid on Priceline.

We have tested Priceline and found it to be a good way to get cheap airline tickets with just a few days notice. But if you have plenty of time to shop around and live near a major airport, you can probably do better by using Orbitz, Travelocity or a local travel agent.

Amongst all the complaints, we've heard from some Priceline defenders, and a Priceline employee.

Just be sure that what they're selling is what you want to buy -- and be sure you're not paying too much for it. Remember, nothing is free.

A few of the most recent complaints:

Wayne of Hudson FL (08/28/08)
We mad our reservatioms om priceline and requested a king size bed no smoking. When we arrived they had two double beds in the pet room which we don't have a pet. The HOTEL made it right. Its priceline who is the rip off. We were told at Pony Soldier that they have more complaints on priceline bookings than one could believe. They book you on anythimg they chose. I will no lomger use this sight to book reservations.

After traveling most of the day and I am handicapped I don't need the hassle we got. It is not legal to not disclose what type of room you book and where it is located. Pet ROOM? Give me a break!

Dennis of Greensboro, NC August 28, 2008

Dennis of Greensboro NC (08/28/08)
I had a bid accepted on priceline for a rental car in Greensboro, NC where I live. after reserving the car I get to the airport to pickup the rental and cannot get the rental because I was told that I needed a credit card instead of a debit card. After speaking with priceline I was told that their was a box I needed to check If I was going to be using a debit card instead of a credit card and that it would be 7-10 days before a refund could be issued. I did go back home and check the web site and there is a box that you can check if you are only using a debit card.

we stillneed a car so we rented a few days from enterprise which accept dedit cards but the price was more than we wanted to pay, so we decided to go back to priceline and bid again I check the box indicating that I only use debit card that would limit the bidding only to those rental companies that accept debit cards the bid was accepted by the same company that accepted the bid a few days earlier again we could not rent the vehicle

I ask priceline why alamo was allowed to accept that bid if they do not accept debit cards again the famous apology and we will refund you in 7-10 days so they have about 500.00 of my money that I cannot get for 7 days now I don't have the money to rent a car

I cannot rent a car which I so badly need because all my money is tied up with priceline

Deborah of Mesa, AZ August 27, 2008

Deborah of Mesa AZ (08/27/08)
I put in a request for a hotel in Manchester, N.H. for Sept. 14, 2008 with a check out for Sept. 15, 2008. I then was told that my price offer was not accepted. Later on I received an email from Priceline stating my offer was accepted. When I looked up the status of my booked room, I noticed they had the wrong days. It was for Sept. 15 to Sept. 16, 2008. I immediately tried to call them and was told by a recording they could not help me. So I emailed them a couple of times requesting the correct dates and I was told no.

When I demanded their proof that showed where they got their dates they showed me their own dates which were wrong with my initials on the contract. I informed them these were not the dates I requested. They emailed me and said they would cancel the room but would charge me a 45.00 fee which was the same price as the room. But if I did not want to do that I signed the contract and would have to live with it. I find Priceline rude and completely unable to give satisfactory customer service. I will never use Priceline again and I will let everyone I know how awful they treat their customers. It's a very risky way to get a great deal.

Now I have to pay for a room that I will not be able to use and this was for a vacation I was looking forward to. Now I have a negative feeling about my trip.

Barbara of Petaluma, CA August 27, 2008

Barbara of Petaluma CA (08/27/08)
I have used Priceline over the years for vacation planning, the last time was maybe 5 years ago. They were fantastic, great flight plans, great upscale hotel deals, rental cars were never a problem. So......I used it again for a one night stay on the Big Island, Hawaii. Big mistake, I should have read all the comments of the problems people have had over the last couple of years. I needed a one night stay in Kona. I filled out the request form, 2 adults, 2 kids. They placed me at the Royal Kona Resort for 65.00.

I called to confirm our reservation and was told that they only book rooms for two people and each additional person is 35 dollars extra a night. How can this happen? I called Priceline, they looked through the form I filled out, agreed that that was how I filled it out and told me there's nothing we can do about it, I'll have someone from customer service call you to straighten it out.

It's been over two weeks, no word from anyone, we did stay at the hotel for that one night, it has two huge buildings, we were put in the older one which was filthy, mold all over the bathroom, paint peeling, rusted door hinges and faucets, the carpet in the room was filthy, not even a 1 star substandard, but advertised as a 4 star. My next step? The board of health in Hawaii, this place should be shut down. The entire resort wreaked of old and unkept.

Janet of Vancouver, Bc, OTHER August 26, 2008

Janet of Vancouver, Bc OTHER (08/26/08)
They resort to deceptive marketing practices. Recently, priceline.com sent an e-mail offering cash bonus rewards if you book 2, 3, 4 day hotel room, but they fail to tell you that it is a very limited promotion (you can only qualify if you click on a certain weblink apparently). So, after booking and paying, you think you should qualify for the credit, but priceline.com will not credit you the cash bonus. I tried contacting Customer Service, but there is no incentive to credit anyone once it already has your money in hand. Exceedingly poor customer service relations.

Susan of Woodbury,Mn, MN August 25, 2008

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