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Linda of Fairfax VA (01/01/09)
Priceline charged $96 fee. I thought it was a hotel fee. Found out it was not. Hotel would have cost $618 for 3 nights. I was charged $714 by Priceline. $96 is Priceline fee. I did not know that until check-in at the Radisson Hotel in NY. I believe that fee is excessive. Online consumers asked if fee is still $20. Why was I charged $96.?
Daniel of Olympia WA (12/31/08)
Arrived at my pricline booked Wingate at Wyndham hotel at 2 pm. Was told to come back in two hours as my hotel room was not yet cleaned. Arrived at 4 pm and was issued my room key. Grabbed a massive amount of luggage and went to my room. Opened the door and the room had not been cleaned. The beds were torn apart and trash was everywhere. I called the front desk and they said they would send someone to clean the room. I told my kids that we would go to the pool until the room was clean. Went to the pool area and the pool was shut down for maintenance. So we sat in the hotel lobby for about an hour.
I then went up to the room and no one had even started cleaning it. I knew that I was in a bad position as priceline does not refund for anything. The hotel staff knew this as well. I gave up on this hotel and priceline. I went and booked a room at the Holiday Inn across town. Priceline offered me a ten dollar credit on a future purchase in response to my claim for refund.
Priceline can keep their ten dollar credit as I will never use their site or service again. I had used it over 50 times in the past, but the hotels treat you different as a priceline purchaser. With no respect at all. Lost over a hundred dollars and had to book another hotel room at a higher rate.
Julie of Pentwater MI (12/17/08)
The company falsely advertises the amenities of certain hotels and when brought to their attention they only state we can not guarantee any amenities. After booked, they refused to change or to correct the fault. The hotel acknowledges Priceline 's false advertising and inaccurate portrait of the hotel, yet states they can not do anything about it. When Priceline was contacted they said quote it is what it is and declined to fix.
This caused our family to be forced with the bill for several hundreds of dollars in addition the the cost of the hotel we had to book to acquire the amenities we were originally promised.
Debbie of St Petersburg FL (12/17/08)
We were looking for a 4* or above hotel room in Orlando, FL. My husband put a price in for a 4* or above room and it confirmed our reservation at a 1* dump! My husband immediately called and they tried to tell him that he clicked the 1* button instead of the 4* (which are not even close to each other). The hotel they reserved us at could have been gotten online through their direct website for about $20 less a night than what the price was my husband put down.
Basically, Priceline is a fraud! They aren't willing to cancel our reservation due to their error without a cancelation fee (one night's stay). All we wanted was a nicer, cheaper place to spend with our kids for Christmas. That's why he put down a 4* hotel or higher.
We don't have a lot of money, that's why we decided not to fly to in-laws for Christmas this year. If we didn't care about the money, we wouldn't have even looked to Priceline. Again, we just wanted to make this Christmas special for us and our 3 teens (one going off to college next year). Now, with Priceline putting us in a dump and telling my husband that he lied and not giving us a full refund, we may not be able to have that nice Christmas with our kids.
Kevin of Richardson TX (12/17/08)
For the first time ever I attempted to use Priceline to book travel. On 26-Sept-08, I attempted to book a hotel stay for a specific hotel Priceline and after my search for a hotel it responded that my transaction was done, it returned a different hotel than that one I requested and told me that my transaction was complete. I contacted Priceline on several occasions to cancel the transaction. I also contacted the Hotel that Priceline selected for me and cancel my stay in advance (which was accepted).
A month later I was billed by Priceline through my credit card company and I cannot get my money back. I have searched the internet and I looks like many many Americans are getting scammed by Priceline. How can they be stopped?
My damanage is $99.91, but a feel that this is much much larger of a problem and many people are suffering from their sneeky process. Help!
Carolyn of Coral Springs FL (12/16/08)
I went on line at 1155 am to use price line negotiator I thought that I was capable of negotiation it went straight though to book the hotel and said it was 352.98 dollars I couldnt negotiate I then called price line and attempted to cancel at 1158 within 3 minutes they told me I cant cancel and if I do they will charge me 176.49 cents for a 3 min mistake. They could refund which you know they can do it they refunded the the other 176.49 cents of the bill. They said policy. Yes there policy stats this but I made a computer error and would not be calling within 3 minutes of booking time to ask for there assistance to help assist me in re booking and capability of negation now I am out of 176.49 for three minutes of their time. Is there corporative office cleaning up. How can I get my full refund?
it is christmas and now i have no money no hotel and a debt to pay to price line,com
Paul of Atlanta GA (12/15/08)
On November 26 I attempted to bid for a 2.5 star hotel room in Charlotte, North Carolina, University Area for the dates of January 8 and 9, 2009. When I bid a certain amount, Priceline mandated that I change the itinerary of my trip in order to receive a chance at a second bid. I had no choice but to increase my bid amount and reduce the number of room nights from my desired two, to only one. I was successful after another attempt and obtained a room for January 8, 2009 at The Courtyard by Marriott Charlotte, University Area.
Priceline then offered me the option of adding room nights to my reservation at the same price. I opted to add the room night of January 9, 2009. When I selected an additional room night, Priceline denied its own offer. I spoke with two customer service employees and two supervisors in an attempt to rectify this unfortunate situation. Priceline would do nothing on behalf on the consumer. I received an email from Ms. Katie L of Priceline Executive Offices stating that they wished to speak with me directly by phone. I responded to the email thanking them and briefly describing my customer service issue.
Instead of a phone call I only received another email from Ms. L refusing to assist me in any way with this issue. I had the opportunity to speak with Ms. Lisa G, Senior Vice President of Customer Service And Operations at Priceline. I was grateful to be able to have the opportunity to share my customer service issue with Ms. G. Unfortunately, she refused to rectify my recent dispute in any way, shape or form. Ms. G insisted that a Priceline offer to extend a room stay is not guaranteed and is nothing more than taking another chance. She clearly said this was spelled out in the documents they provide.
I was suspicious so I carefully inspected the copy of the web pages sent to me by Priceline including the area that offers an extended stay at the same rate. There is no such verbage or disclaimer of any kind on either the confirmation page which includes the extend your stay hyperlink text or on the pages that it links to. I therefore content that the extend you stay option is a misrepresentation be it accidental or deliberate. I am happy to furnish copies of these pages to Priceline or Consumer Affairs.com at your request.
I am seeking one of the following settlements: 1. A full refund of $67.44 or 2. An additional room night at the same hotel property for the night of January 9, 2009 for the amount of $67.44 or 3. A downgrade to two consecutive nights at any 2.5 star property in the Charlotte, North Carolina University area for the nights of January 8 and 9, 2009 at the same price per night. or 4. An immediate credit to my credit card of $35.13 in order to make up for the price difference between the Priceline price and my out of pocket expense.
Carol of Rocklin CA (12/05/08)
On August 24th, I went online to Days Inn web site to reserve a room for the week from August 25th to the 29th. I had stayed there the previous week a few nights and liked the place. I paid 42 for the room plus taxes etc. When I brought the cost up for the North Highlands Days Inn, I saw that it was 49.99 plus taxes. I had never used priceline before but wondered if perhaps I could get a room there for the same price I had paid the week before as I had noticed many rooms were left empty overnight.
I got on priceline and put in the hotel I wanted and proceeded to click the check button. Within a few minutes, I got a response back from priceline that they found a motel but it was not the one I had asked for. It was in a different area where I do not know. I immediately called priceline and the hotel and tried to cancel. I was told priceline does not cancel. I find it very hard to believe in this day that something cannot be cancelled when I called within 5 minutes of my transaction.
I called discover that day and again the next day to dispute this charge but the charge had not been put onto my credit card yet. I called again last Friday and put the charge into dispute. I did not use the motel. I am asking for a credit on my card. I will never use Priceline again and from what I have now read, they are losing many customers because of this. I find it hard that all these complaints did not get resolved.
I ended up paying for the hotel but never went there as it was not in the area I wanted.
Rosemary of Cockeysville MD (12/03/08)
internet decription & photo said room had whirlpool, king size bed, 2 balconies, wet bar with seating, 2 flat screened tv's when we got in the room it had none of these things. hotel said they didn't book this type of room thru priceline. we then called priceline & the people we talked to said they had no supervisor there & there was nothing they could do. the girl kelly was nasty & hung up
Joel of Mooresville NC (11/22/08)
Their HAVE TO BE ACCEPTED PRICE is higher than the published rate at the hotel, and they can't do anything about it. Absolutely horrible. Never use Priceline.
Fran of Reedville VA (11/19/08)
PriceLine misrepresented a hotel that they reserved for our family. It was rated as a two star hotel, but we think it couldn't even be classified as a one star. We did not stay at the hotel because of the unsanitary conditions and were told we should have taken a room as we were walking out the door... The manager-owner knew that we had found pubic hairs, hairs in the tub, hairs and dirt in the bathroom floor, heating and a/c unit with hair, duct and mold on it..It was a cold night and we could not turn on the unit for fear it would make us ill. The last thing that made us want to run from this hotel was the hair in the bed....
We are very disappointed in Priceline's view of this problem... We paid 119.84 cents for a room and with their fees included and could not stay there for fear of contracting some type of disease. Priceline offered us a $10.00 credit and said we should have taken the room the manager offered. He only offered after we were walking out the door and telling him we were calling the health department. I did take some pictures...My family and I have never been exposed to such unsanitary conditions in our lives.
Debbie of Little Rock AR (10/30/08)
I booked a hotel room through Priceline.com expecting a lower rate than if I booked the hotel room myself. When I checked out of the hotel they gave me an invoice for $15.00 LESS than what Priceline.com charged me!!! When I asked for a refund of the difference, Priceline.com REFUSED!! I would not recommend using Priceline.com based on my personal experience.
I could have booked the same hotel room for a rate of $15.00 less than what Priceline.com charged me!!!!!
Darrell of Topanga CA (10/29/08)
I bid for a five star hotel on Las Vegas Strip--they gave me the Trump Towers which is a Condo masquerading as a hotel and its not 5 star and its not on the strip--To me this is FRAUD--If I wanted a condo and not a hotel I would book a condo.
My brother is confined to a wheelchair and I explained to Priceline customer service that this location would provide a hardship to us. Basically Priceline could care less--check other complaints and you will see that there are no exceptions even though they don't provide what they promise. As a long timecustomer, I will never use them AGAIN.
Marvin of Langhorne PA (10/25/08)
Bid on rooms, got a 3 star hotel. Called them immediately and told them that I stayed there and it was no more than a 2 star MOTEL, outside entrance like the 1960's motels. All they did was read me the company rules and refused to transfer me to a supervisor.
Dan of Renssaeler NY (10/21/08)
In trying to book a trip to Atlantic City - I put in my Name your own price of $60 for a hotel on the Boardwalk - a page came up telling me that that price was too low and suggested an alternate price of $125.00 for the Trump Plaza on the boardwalk - I hit my back browser as I did not want to pay that much.I again filled in the blanks with a new bid price of $70 and confirmed my bid amount. The page that came up was a confirmation of purchase for $125 @ The Trump Marina - miles away - much too far for my purposes.
I immediately called Priceline. The first representative I spoke to seemed to realize there was an error made and tried to be helpful, but she was limited in what she could do- I was disconnected when she tried to switch me to a supervisor. I called right back and spoke to another Customer Service rep who made no effort to help me and who refused to allow me to speak to a supervisor. I kept being told that since I confirmed the bid I was stuck, which nobody would listen to me that I had confirmed nothing. I was told then by this Rep that I must write a letter or contact via email - which I did the very next day and never recieved a reply back.
After recieving no response in my requests for a credit, I contacted my credit card company and filed a formal dispute of the charges, only to be denied. I did contact the Trump Marina and did cancel any reservations. I spoke to a hotel representative who told me that they did not charge for the room not being occupied but that Pricline will keep my money. They did not place any charges to Priceline.
My credit card was charged a total of $592.42 for a hotel that I did not want or could not use. I was traveling w/ my elderly parents and the Trump Marina was too far from the Boardwalk. I ended up booking another hotel near the Boardwalk. I fully understand Pricelines policies but I DID NOT confirm anything - Even if they gave me a credit instead of refunding my money, I would have been happy.
Gary of Allen TX (10/18/08)
Priceline sold me 2 nights at a 4 star hotel on the Las Vegas Strip. When I arrived, the hotel was 1/2 mile from Las Vegas Blvd and could not possibly be above a 2 star hotel. I called the 800 number within minutes of arriving at the hotel and was told they could not do anything but document the call and that I should call back later.
I could have booked directly at a hotel on the strip for the same price. priceline falsely advertised a nicer hotel on the strip but actually bait and switched me.
Tiffany of Austin TX (10/10/08)
I had a horrible experience with booking a hotel. I booked two double beds, after paying they confirmed me with 1 double bed. I did not BID, I paid what they were offering. I called them right away (within 20min of confirmation), they transferred me to customer relations who was no help. I asked for a manager, he would not transfer me. He informed me that I would have to email management!
I emailed management right away. Two days later, no response. I still have the wrong reservation and the hotel cannot help because we did not book through them. The hotel also told me that Priceline does not have to honor what you request....BUYER BEWARE!!!
I have to book another hotel room for my party. The room was $190.00. Now I will have to spend double for one night stay.
Vicky of New York NY (10/04/08)
I booked a hotel in NY in August in a particular area, however, they gave me a hotel in another area, claiming that I checked off both areas. I printed out copies of my computer screen as proof but they stuck to their story that THEIR records show I chosed both areas. After reading some of the other complaints on this website it appears that they had some sort of computer glitch, which they're vehemently denying.
PL is refusing to help or refund and I am thinking of filing a small claims lawsuit. My credit card already investigated and told me there's nothing they can do.
A of Jacksonville FL (10/02/08)
I booked a 3 star hotel for $85, was put into a substandard hotel I could stay in for $59! The telephone number to customer service does not go through until you complain on line and then call them! I have been on hold for over 10 minutes holding AFTER talking to someone in the Phillipines that READS some ignorant inappropriate statement from Priceline. I will challenge the charge on my credit card.
Ann of Cleveland OH (08/29/08)
I placed a name your own price bid on a 5 star hotel in Dublin Ireland for 2 rooms at $100 per night per room for 6 nights and the Priceline web site changed my choice to a 2 star without telling me. When I was notified that my bid was accepted ($100 per room per night for a 2 star, but was upgraded to a 3 star (totaling approximately $1,300)) I saw the 3 star and paniced. I immediately called the number provided by the website. After receiving nothing other than the automated system, I became more paniced .
I finally exited the system and called 1-866 priceline. Finally, reaching a human voice in the customer service department I explained that I did not bid on a 2 or 3 star hotel, I bid on a 5 star hotel and that they needed to cancel my reservation. I was told there was nothing they could do since the system showed I asked for a 2 star. I asked for a Supervisor, I was given another customer service representative, only to find that she was truly sorry, but there is nothing I can do for you. She referred me to the Executive web site.
After reading a recent similar complaint on this web site, it appears that priceline has a glitch in their system that when you use the safari search engine and a mac computer, your request automatically defaults to a 2 star. It appear that they are continuing to ignore that they have a glitch. I have notified Priceline that I am aware of the glitch, and expect them to cancel my reservation and refund my American Express account. I have been in contact with American Express and made them aware of glitch. This truly is a traumatic experience. I will never use priceline again.
American Express has received the Priceline $1300.00 charge, however it takes 48 hours to post. American Express advised that I file my dispute in 48 hours. I was in a total panic. I am a nervous wreck, I have had anxiety all night thinking about and will until this is settle. What a traumatic experience.
Bonnie of Highwood MT (08/19/08)
I made reservations online (thru priceline)for Quality Inn, Camp Springs, MA for 4/2/08. I had called the motel to find out if it was after midnight if you considered it as 4/1/08 or 4/2/08 and she said to consider it the next day. My husband and I arrived about 1:30 AM on the 4/2/08. The clerk said he did not have reservations because it should have been made for 4/1/08, since it was within that night. So he said No problem we have a room We told him we were military and he quoted us a price of $81 and we would be in room 241. I said do we need to cancel the other reservations and he said he would take care of it. He took the credit card and charged it out as $81 on our card. So now on our credit card bill it shows Priceline for $117. I called Priceline and told him the story and he said to get: Name of Staff:Position of Staff:Cancellation # etc. Which I did and found out that that staff member is no longer with them. I feel we should only be charged the $81 as that is what we agreed to on that day. There was no place online to state we were military. I called Priceline 2 times and they said they would check into it and call back, which I never got a preply.
Ben of Moline IL (08/18/08)
I put in a bid for a hotel in Moline, IL and priceline booked me in Rock Island, IL. I did not give them authority to select a hotel in a surroudning city. So far they have refused to cancel my reservation saying that all bookings are non refundable and claiming that they can't cancel reservations based on contractual agreements. I have contacted the Holiday Inn Rock Island myself and they stated they do cancel reservations if they are contacted by priceline. This company should not be allowed to do this!
Monetary and loss of time dealing with this issue.
Diane of Rockville Centre NY (08/11/08)
I booked a hotel room though Priceline.com for 5/29 -5/31. I specifically requested a room in Scranton, PA. Instead they gave me a non-refundable room about 10 miles away from Scranton. Charing me for something other than what I requested is consumer fraud!
My credit card was charged $231 for a room I cannot use. I want that money refunded.
Cassandra of Torrance CA (08/01/08)
I purchased on-line Hotel and could not make the trip because of illness of my travel partner. I had purchased trip cancellation insurance. I was informed that I could not cancel and I needed a dr's note to illness. This was not addressed when I made reservations and I was mislead. Due to circumstances, I would never had made the reservations if I knew that they could not be cancelled.
I believe I was deceived by Priceline due to misleading information
Russell of West Terre Haute IN (07/18/08)
I purchased a motel room to attend a business meeting and the next day the mmeting was moved to a different city. I contacted priceline to transfer the reservation to the same motel chain different city and it was not allowed. Not only was it not allowed they kept the entire amount I paid for the room as a penalty.
I was out the entire amount I paid for the room.
Darren of Alta Loma CA (07/11/08)
My cousin, in attempt to book rooms for an upcoming family get together used priceline..and got a reasonable price for 4 rooms at the Hilton. I had a work emergency, and called and informed Priceline that I would need to cancel at least one of the nights of the two that we had booked, and asked that they consider both. They told me that I could not, under any circumstance.
O.K.. So I eat the first night. I drive then to San Diego, which is about 100 miles from my home, (with my five year old in tow), last night to my destination. When I get to the Hilton to book in, they tell me that Priceline had only booked the previous night, and not the night I was there, even though I had receipt of payment for two. As it was, there was one room left at the Hilton, at $250.00 per night. We called priceline, they told us, that according to their records, they had booked two, even though the Hilton desk only showed the one. Again, no dispensation. The Hilton desk talked to them and said that they could rebook the room for me through their service, and they continued to refuse, saying that they already had. The Hilton desk even offerred to fax them their records showing that their had only been one night of reservation, and with about 2 hours of calling, we eventually got hung up on twice.
So, essentially, Priceline had my money in their pocket, I followed their rules, and when I showed up to get my room, it was not there. Priceline up $250..me without a room. I was not about to pay the additional $250 for the room, so I turned around, with my five year old hysterical that he would not be able to see his cousins, or go to the zoo the following day, and drove the 100 miles back.
Consequences? Out $250.00 from priceline, of which $125.00 was for all intents and purposes was stolen, four hours of driving, $100.00 in gas.
Deepa of Mountain View CA (07/11/08)
I booked hotel stay for two nights on priceline for 2 nights on Mac. Since name your price did not go through, I used their recommended price to book the reservations. When I got to the motel, they informed me I had two reservations. After a lot of figuring out, I realized that the name your price query did go through except the browser showed otherwise. Or maybe it went through at a later time. I am not sure.
So I called priceline to cancel the reservation. Well, they did cancel it but with NO refund. I would liken to point out that the motel had vacancies either ways. If it was booked out, I would agree they had an opportunity loss, but that was not the case. Also, the price they were offering at the motel was waaaayy cheaper. I have now disputed this charge with amex, and if AMEX does not resolve it, I will stop using AMEX. I don't care if priceline is refundable or not. If they double book me due to a possible error in their software, they need to give me my money back.
I paid about 500$$ for a hotel stay that would have only cost me about 200$ The actual price for that place was probably 150$ So using priceline cost me about 200-300$ extra. WORST company I have ever used on the internet.
Patrica of San Luis Obispo CA (06/26/08)
This is a small complaint but a complaint.Today I went on line at priceline to find a hotel in So. Lake Tahoe. I asked for a three star hotel and the only one listed was Embassy Suites. I did my research and found out the price at the Embassy Suites for the nights I needed. Over 200. I went back to priceline and again found no other hotels listed as partners. I put in my bid. It was turned down. I put in another bid. It was turned down. I put in a third for 105 and it was accepted. But NOT AT The Embassy Suites. It was for the Montbleu Hotel. I again decided to research. This time wondering what priceline had saved me. To my surprise, I found out that I paid five dollars more per night going through priceline than I would have had I gone to the hotel site myself. I am angry that Montbleu was not listed as a partner on priceline's site so that I could have researched this myself as I did with the Embassy Suites and before I committed myself. Be careful.
I spoke with priceline and spoke with someone who could do nothing. She read the company policies to me from a script. I will not use priceline again. I just want someone to know.
Ann of Evansville IN (06/05/08)
We confirmed by credit card our priceline purchase in January of 08 for our stay all the way on May 31, 2008. We called and reconfirmed our reservation the morning of May 31 and were told it was confirmed FOR LATE ARRIVAL and were told no problem.
My 16 year-old daughter and I arrived at 12:30 a.m. only to be told the HOTEL HAD OVERBOOKED BY 5 ROOMS and that we would have to drive 15 miles AWAY from the a/p to get another room. We've never been to Baltimore, had to get up super early for an a.m. flight and return a rental car, and were given a sheet of paper indicating the new hotel address. We said this wasn't acceptable and after reading the sign on their wall in LARGE ALL CAPS that said, MANAGER ON DUTY, we asked to speak to him or her. We were told there wasn't a manager on duty but that we could call back the next day.
We had no choice but to leave and find another hotel in the middle of the night in a town we didn't know. We called Priceline on the spot at the Microtel, typed in the confirmation code, FINALLY reached a human customer service rep, and as we finally got going in our car, she asked me AGAIN for the confirmation #, listened to our story (but then asked if I saw the hotel employee's name badge when I CALLED to reconfirm the reservation that afternoon!?), and then the Priceline rep ACTUALLY TOLD ME SHE WAS GOING TO HAVE TO TRANSFER ME TO SOMEONE ELSE!!!!
THAT SECOND HUMAN TRANSFER was unacceptable. Priceline and Microtel should be ashamed - if no recourse is advised then we will be forced to tell anyone and everyone who will listen this true documented story of a single woman and her 16 year-old daughter being booted out of their hotel room late at night by Priceline and Microtel with no recourse.
We arrived at the new hotel further away from the BWI airport at the Ramada Inn Laurel and went to check in after 1:00 a.m. prior to the 7:00 a.m. flight departure. The staff were standing at the counter talking about having to do some sort of an intervention in a room and being lucky to get out of there alive due to the poor condition of the guests. Then they put us on the top floor in a one bed room with no elevator. Of course we were packed for the flight and had to drag all baggage up the flights of stairs due to the poor quality of the neighborhood and fear of vehicle safety. This could have ended much worse but we can tell Priceline and Microtel have no remourse.
Qinn of Cane Ridge TN (06/03/08)
I bid on my price for a hotel. I then called the hotel directly like Priceline's website says to do when making special requests. The hotel refused to accomodate us with a non-smoking room that had 2 beds even though they had plenty of them available!!! I called Priceline and they told me that the hotels can do whatever they want to do and that is what I agreed to.
It is disappointing that Priceliine would even negotiate business with this hotel that would exercise this type of customer service. Also, Priceline's website does not explain that even if a hotel did accept your special request- your price you negotiated and thought you were getting would be increased!! Priceline is very misleading and I will never be doing business with them ever again and will be warning everyone I know that they are false advertising.
Sergio of Bronx NY (05/13/08)
I used priceline.com to purchase a hotel stay in Atlantic City, New Jersey for the dates May 30th to the 31st. They have a service referred to as Name your own price, where you make an offer and they choose a hotel for you. I was unaware of this and made an error in judgement when I chose that option. Now they are telling me that I cannot get a refund, cancel reservation or change the dates. I find that extremely unfair.
I didn't incur any damages except for mental anguish for the fact that I have a reservation for $590 that I'm not going to use.
Fred of Kingsville OTHER (05/11/08)
I tried to book a 4 Star hotel in Quebec City and was put into a 3 Star. I called Priceline and they would not upgrade or change my reservation. I feel I was ripped off but will get my revenge by telling everyone I know that travels to avoid them.
Sharen of Sugarloaf Key FL (05/09/08)
I submitted an offer for a room rate and all of the responses came back with No the bid was not accepted. I then logged off of the computer. Several hours later, when I went back on line, I received a notice that my bid had now been accepted.
When I tried to get the room cancelled, as I had found another room, I was told that I could not cancell and that my card would be charged for the room.
I was later told by Price Line that the hotel may be able to cancel or change the reservations. When the hotel was contacted they advised that they were unable to do anything as Price Line was the company I had to deal with.
I believe that Price Line is a dishonest company and has absolutly NO customer service and consideration for their customers.
I will never deal with Price Line again and will distribute this information to as many individuals and organizations as I can.
They should be ashamed of their operations.
They have billed my credit card for over $300. I have disputed the charges, but it will be weeks before I find out the results.
Margaret of Lake Forest CA (04/27/08)
I named my own price after reviewing the choices in my desired area and star category. My offer was accepted for a hotel that was a full $50+ less per night than what the site showed as examples of where I would be placed, ALL of which I might add were entirely acceptable to me. This amount was also more than the hotel actually charged per night directly. In multiple emails and calls to customer service they finally agreed to refund the excess with their Best Price Guarantee. BIG DEAL. I complained that the hotel in question was not even shown anywhere on their website and I felt like I had been the victim of a Bait and Switch since I had no way of knowing that there was even a possibility I would get put there (my bid would have been MUCH lower had I known) Magically this afternoon the hotel in question is on the site. Just proof they knew I had a valid complaint and are now trying to cover their you know what.
This hotel was not what I ordered or was led to believe I would get for the price. I ended up paying more for this hotel than I would have agreed to, had I known it was possible I would be placed THERE. I asked for a refund and cancellation as I felt they had not dealt with me honestly or ethically. They refused.
Michael of Orlando FL (04/09/08)
I placed a name your own price bid on a 4 star hotel in Naples, FL and the Priceline web site changed my choice to a 2 star without telling me. When I was notified I had received the price I bid ($115 for the 4 star) but was assigned a 2 star hotel (which was $68 on Priceline) I called to cancel. I was told there was nothing they could do since the system showed I asked for a 2 star. I wrote to the Executive Offices and was contacted and told that since I used Safari on a Mac computer there system automatically changes the request to a 2 star. They gave me a full refund but only after I threatened to file complaints with FTC and dispute the charge with AMEX. They know there is a problem in their system yet they don't mention it on their web site. BAD BUSINESS. I won't ever so business with them again!
I received a full credit back on my AMEX (hasn't been processed yet by AMEX) so we'll see.
I of Olympia Wa WA (04/05/08)
We thought we had bought air tickets from Priceline.com but when the airline (Aloha and ATA) went bankrupt, our whole vacation was ruined, Priceline conveniently denied any responsibility and said they were blameless. Therefore, who are you buying tickets from on these online traders? I for one will never use Priceline again.
Loss of $1800 let alone the loss of a vacation and stress in dealing with airlines, VISA and Priceline.
Maureen of New York NY (03/30/08)
Deceptive advertising of hotels as 4 star although they are really 2.5 to 3 star according to numerous customers over a long period of time.
David of Bensalem PA (03/26/08)
I bid for a $99.00 hotel room on Priceline.com for a hotel. I figured that they would live up to their claims of 40% off regular prices and sure enough they got me a room and charged me $99.00. When I went to the office the next morning to get my receipt for the broadband service, I asked the front desk staff what the price of the room was normally (not a good hotel for $99.00) and they told me $59.99. I called Priceline to see if they would refund me the balance, as I did not think I was given a $99.00 room, let alone one worth 140% of that price. They said NO WAY. This is deceptive advertising. They should simply say, give us your money and we will give you a room, it may be at a savings and we may charge you a premium. That would be more honest.
I stayed in a horrible hotel and paid almost double the normal rate. From $59.99 to $99.99 and I am supposed to be pleased with the advertised 40% discount that they offer.
Barbara of Prescott Valley AZ (03/20/08)
Where in the contract that I initialed does it say the Hotel requires $10.00 for parking my car? They assured me you had told me that...
Couldn't have an ocean view room unless I paid $20.00 more and I had to pay $10.00 to park my car.
Angie of Vicksburg MS (03/14/08)
I entered a bid thinking that I would be able to see many hotels that would be acceptable of this price and Priceline signed me up with one I didnt want. I immediatley called and tried to cancel and they refused. Lost $1052.00.
Michael of Methuen MA (03/13/08)
I made a bid for a 4-star hotel in downtown Boston, and the bid comes back - Accepted! And we've upgraded you to a 3-star!. Huh? I *know* I bid on a 4 star, since I could clearly see next to the data entry field: Median price for a 4-star in this area, $239. Calling Priceline, they tell me, no, you bid on a 1-4 star hotel, and furthermore, you initialed the agreement, and therefore it's binding. No, I didn't, I initialed an agreement for a 4-star or better.
No problem, they say, this one time only, we will waive the one night charge cancellation fee (I'm only staying one night!), if you go back and rebook again, and we charge you a $25 change fee. (The 3-star hotel I got for $110, I could get on any other web site for $159. That $25 fee is half the savings!) Plus, what if I don't get a 4-star for $110? I'm back to the 3-star, plus having spent an extra $25!
Albert of Tuckerton NJ (02/03/08)
There is no cancellation policy clearly stated on the website, only Priceline's hotel request number. Less then 24 hours, I attempted to cancel a hotel reservation only to find out by customer service that they would not issue a cancellation unless I provided a doctors and/or hospital's name and phone number. I have contacted American Express to dispute the charge and am awaiting the completion of that process.
At stake is a $144.83 hotel reservation.
David of Raleigh NC (12/31/07)
I booked a room for 11/20 and 11/21 at a Days Inn in Cornelius NC (near Charlotte). The purpose of the stay was to help and support my 12 year old nephew, who was at the Carolina Medical Central undergoing tests to diagnose a problem with his brain. After the reservation was made a brain biopsy was done and a malignant, inoperable brain tumor was discovered. The doctors decided to move him to Duke Hospital for treatment, where he is currently undergoing radiation. The change in venue made the stay at the Days Inn unnecessary.
I called Priceline on 11/19, explained the situation, and they made it very clear that they did not care what the circumstances were -- they would not cancel the reservation. They were ignorant and short and simply repeated their policy over and over.
I would like to have my $200 back, but just as much I would like to be exposed as the uncaring organization that they clearly are.
Brad of Windsor CA (12/18/07)
The advertised hotel on the website was actually a picture and location totally different. When I called to rebook, I was told the only remedy was to cancel the reservation at a fee of $50. When I explained that the reservation was made in good faith based on the description, location and picture of the hotel on their website, I was told that was not their responsibility.
I had to pay a $50 fee for cancelling.
Annette of Bennington, VT (11/12/07)
I bid on a hotel and my bid was accepted. When I looked at the hotel pages, I found that I would be charged an extra $25 a day for housekeeping. I've never been charged for housekeeping in a hotel.
When I called Priceline to complain I was told this was the same as having to pay for parking. I will never use Priceline again.
Pat of Fort Collins CO (10/11/07)
Went to PRICELINE to look for a room close to Denver International Airport for a short overnight stay before a very early morning flight. Since I needed only a 5 hour stay, I looked first @ the 1-star levels, of which there were 4, all of which offered airport shuttle service (I called & checked each one). Decided to shoot a name your own price bid first just in case they'd accept...which they did, but it was for a hotel NOT named on their 1-star listing or anywhere on their website, 9 miles from the airport with NO SHUTTLE SERVICE! (I called the hotel to confirm and got a very arrogant, non-interested party...go figure.) When I called Priceline, they, of course, took no responsibility and passed the no guaranteed amenities clause in their contract off as the excuse. I very explicitly explained that there was nothing in their contract or on the website that I could see that explained that the hotel you get may not even be LISTED on their site!!!
Charles of Spring Hill FL (05/08/07)
I sent Priceline this letter:
Comments:I have used this in the past and was satisfied, until now. I
was on hotel booking for my sons graduation at Ft Jackson. I saw the
hotels offered and thought to try the name your own price. All the two
star hotels looked good so I used a two star rating. What I got was a
room at the extended stay. Not what was on your list on the web site. I
had booked three rooms and did not recieve what one would have thought
by your web site. It stated that a two star would be equivalent to Best
Western, Holiday Inn, La quinta, all hotels with standard amenities.
Not
what an Extended Stay has just a room. This is not what one would
consider a two star. I talked to a young lady last night in customer
service who could not help, then to a supervisor who would not help and
hung up on me when I asked her name. This is not what priceline in its
advertisements was about. Deceiving the consumer by your web site. Go
through your web page and look to book rooms and click on two star and
then on name your price and you can see how I was dupped to think I
would get a hotel like the ones listed. It does not say you could get
an
average hotel, who on there site advertises there room rate as $59 as
your two star shows on your site as hotels costing $68 and up for a two
star.
Byron of Centre AL (05/01/07)
I recently attempted to book a room in Birmingham, AL, my childhood home, thru Priceline's Name your own Price system, which had worked for me before, in Atlanta. I specified Central Birmingham, but received a room in Fultondale, AL, a good 10 miles north of Priceline's northern border of Central Birmingham. I emailed and called the 800 number, and it took 4 calls, totalling 120 minutes, and several emails, before they admitted the error. Their database was wrong, but they insisted that my reservation could not be changed, in accordance with the contract I initialled online. Their guarantee specifies the room will be in the area, but they would not believe their own maps were wrong, even after the phone operators looked at MapQuest. At the end, the operator called the place in Fultondale, and got the scoop. This is fraud, poor customer service, and an indignity to the buying public.
Ariana of Austin TX (02/09/07)
I acted in good faith and booked a reservation through Priceline.com with the understanding that they would find the best available price. It turns out that their price was higher than the price the hotel charges. I feel it misrepresents the truth if Priceline.com advertises the lowest rates and then charges a higher rate than the hotel’s normal rate.
I cancelled my reservations, and because I was on the phone so long with Priceline.com, I cancelled my trip. I was on hold five separate times. I requested a complete refund and they not only refused that, but they are also threatening to bill me an additional $25.00 fee. I feel this in unconscionable.
Tom of Astoria NY (10/15/06)
Hotels-Rates.com or TravelWeb or PriceLine has charged my credit card for $212, with no service rendered I went online on Saturday October 7th, to reserve a room to attend my fathers funeral the next day, but a few hours later, I learned I could stay with relatives, I immediately cancelled the reservation. Nonetheless they charged me $212, in effect they would still charge me for the room, despite that I would not be there.
Having done some investigating, I see that this tactic somehow is in their business model, and despite the untold grief it causes to unwitting victims, the employees there are somehow indoctrinated into blaming the victim, as if everyone in the world will be scouring the web site for legal fineprint and perfect clerical execution. I think they are criminal. The web site says hotel-rates.com, it says reservations, not non-refundable , billed immediately, and it doesnt say Priceline.
Louie of Port Washington WI (09/10/06)
I chose a Hotel on priceline and when I went to check the room I hit the submit button in error.. I called Priceline customer support and received a customer service rep within minutes and was told that I was unable to reverse the error and was in fact on the hook for the full bill. My mistake cost me $434.00. WOW never again!
Stephen of Mesa, AZ (07/03/06)
A search of available 4-star hotels on Priceline.com. returned 2 hotel names – the Hyatt Regency Crown Center and Westin Crown Center. Satisfied with these choices, I submitted an $82 bid price for a 4-star hotel.
Priceline.com indicated my bid was accepted, but instead of the Hyatt or Westin booked me into the Hotel Phillips in downtown Kansas City. After contacting Priceline.com customer service I was told the Hyatt and Westin were just “EXAMPLES of 4-star hotels"!
I asked whether the Hyatt and Westin hotels have indoor and outdoor pools, and was advised "yes". I then asked whether the Hotel Phillips has a pool, and was told, “No, they do not.” I requested cancellation of my booking, and was told this could not be done. I asked to speak to a supervisor, and was advised, “…although there are supervisors on duty – their roles are just administrative, and they also cannot cancel a booking.”
How can Priceline.com use the Hyatt and Westin as examples of 4-star hotels, and then conveniently book me into a hotel that did not show up AT ALL in their list of 80 hotels?? My credit card was charged $492.50.
Suzanne of Annapolis, MD (06/08/06)
I used priceline.com to make hotel reservations in Philadelphia. I was offered three choices for 4-star hotels - Westin for $219, Hyatt for $209 and Omni for $529.
I placed an offer of $145 and Priceline made a hotel reservation for me with a hotel they don't even advertise - The Loews Hotel!
The Loews offers rooms on their website starting at $149 and is not a 4-star hotel. I could not even find The Loews offered as a 3-star.
Priceline will not consider refunding my money or upgrading me to a hotel of a higher quality. My only choice of contact with priceline is via the internet/emails. This is not good enough.
Andy of Garden Grove, CA (05/09/06)
I made an offer with Priceline.com for a hotel. They accepted my offer, but didn't let me know. They never called, emailed or senet me an itinerary, so I didn't know they accepted my offer. However, they charged me $156.92 for a room I didn't stay in.
I called Priceline to have the problem resolved but they said there was nothing they could do for me and that it was my fault. The customer service representative was rude and unhelpful.
Kelley of Hernando, FL (04/07/06)
Priceline hotels gives the option to "name your own price" for a specific area. I clicked a specific area, named a price, it was not accepted so the next option is to increase your price. However the system does not LET you do that, you HAVE to change or accept another AREA for that option to work.
The only way I would increase my offer is to stay in a location that was closer to my destination. The sytem is rigged.
Debra of Louisburg, NC (03/30/06)
I booked a room for my daughter and her girlfriend for three nights on Hilton Island, SC for spring break. They drove 5 hours to get there only to be told they had no room reservations. My daughter showed the clerk her receipt and the clerk called Priceline. The Priceline rep told my daughter that sometimes the hotels overbook and that's not their fault. He said he was sorry for her inconvenience. When she asked if he was going to help her get a room, he said he couldn't but would return the money.
The hotel clerk took the phone from my daughter and told the rep that they (Priceline) had better get their act together because my daughter was the third person that day that this had happened to. The clerk also told my daughter that had Priceline made the reservations the day I booked them the room would have been available.
This is terrible business and put my daughter and her friend in grave danger as she didn't know the area and it was dark.
Priceline demands we stick with the contract no matter what happens, don't they have a responsibility to do the same?
Paul of Portland, ME (03/12/06)
I have been a loyal customer of Priceline for a few year and for the most part I have been satisfied. I purchased a room in Kissimmee, FL for myself, wife and daughter. This time I purchased travel insurance because I thought I might have to postpone the trip by one week for work considerations. Priceline will not honor the insurance because the cancellation does not involve an illness.
So I am out $248. I know this pales in comparison to most people screwed over by this company, but it's money they get to keep for a product that isn't going to be used.
Adeline of Bell Canyon, CA (03/05/06)
I booked a hotel through Priceline.com in Delhi, India. When I arrived, the hotel was overbooked and no room available. They shifted me to another hotel which was substandard; no food in the hotel, no working telephone, no business center. Breakfast was to be included in the original hotel. The price was only $10 less than the premier resort hotel.
Priceline is siding with the hotel in that I was a no show. I was not a no-show; my flight arrived 2 am of the next morning. I am extrememy disappointed that Priceline is doing nothing about this.
Marie of Yakima, WA (7/25/05):
I checked the web for prices on a hotel room, then went to Priceline and
took their rate of $58 for a TraveLodge near the Seattle Airport. I did
not place a bid but used �shop and compare�. I know you save more if you bid
your own price, but Priceline says you save either way.
Later I called the hotel to make sure we could get a ground floor room, and
asked what their rates were. They quoted me a rate that was $54 instead of
$58, but said I could get the room for $51 if I was a member of AAA, which I
am.
I tried calling Priceline to get a rate adjustment, but the voice system
would not let me speak to anyone, so I sent an email. Their website had a
phone number and a code, so I called and spoke to a �care representative�
about the discrepancy in price. I was told my 24-hour change period had
expired, even though I had sent my email well within the 24 hours. A second
�care rep� did little more than offer platitudes and other excuses.
I think people would do better to deal directly with the hotels, airlines,
and other businesses.
Patty of Corvallis OR (10/20/03):
I needed a room in Missoula MT, my bid was accepted and it ended up being 9 miles from town. No where on the Priceline site did it ask if you could be out of town. I had previously used this same request several times over the last year and the assigned hotel had been in town. Now suddenly it's 9 miles away and distinctly inferior to the previous hotel.
After speaking to a customer service rep. I was told that as long as the address says Missoula that even if its not in town it doesn't matter. 9 miles!!! We needed to be in walking distance of the U of M. I can't use them again!
James of Fresno CA (8/14/03):
I recently bid for a hotel in the Costa Mesa (Orange County) area for a four star hotel. My bid was accepted at the price than I named. I was given the HIlton Costa Mesa hotel, with a rating of four stars. I have stayed at this hotel on a previous visit to Orange County and it is definitely NOT a four star, it is a three star rating. I contacted Priceline and made them aware of the discrepany and they advised me that it was indeed a four star. I then proceeded to contact the hotel directly and they informed they are a three star rating!
Every major travel website I checked (Expedia, Orbitz, Travelocity, etc) showed this as a three star. Priceline should not be able to rate a hotel at a different level than any other compnay, it is pure fraud. My numerous calls to customer service have ended in frustration, as well as agents who are scripted into saying there is nothing they can do and that I got what I paid for. I didn't get what I paid for, I paid for a four star and recieved a three star hotel. I have been hung up on multiple times by customer service and even supervisors! My visa company was even so utterly frustrated that they immediately began issuance of a chargeback. Needless to say, I was quite upset as a result of this.
Damage Resulting: I ended up having to actually go to another site and purchase a four star hotel, in addition to paying for the three star hotel room that priceline provided me with.
Jerry of Rolla MO (6/12/03):
Bid on two hotel rooms and was charged for 3. Can't find a person to help me solve the problem. The company hides behind its web site. Very frustrating. Lost $84.
Bill of Oxnard CA (4/24/03):
I tried to book a three-star hotel in downtown Dublin, Ireland. There are several. I ended up with a reservation at a budget hotel, Comfort Inn, with (judging from photos of the place) a very drab-looking exterior and a cleaply refurbished interior. The place does not fit my definition of "three stars"; nor does it seem to fit Priceline.com's own definition posted at its web site.
Now, this isn't nearly as bad as the complaints I read at your site about people who ended up with expensive and terribly timed airline tickets. The price is OK for the product purchased -- not a bargain, and nothing like what was hoped for, but it's a roof over the head. However, my experience with a Priceline.com "customer service" rep and his supervisor was as bad as others have reported. They take a condescending tone, and the supervisor, "Pam," told me repeatedly that the page giving the definition of "three stars" is "just an example" and says so, which it does not. I most certainly will not use priceline.com again.
The only consequence here is disappointment with lodging which is significantly less desirable for a special trip than I would have booked otherwise. However, "Pam" did suffer the receipt of some emphatically ill-humored and colorful remarks from me -- a small payback, perhaps, for the astonishingly snide respose you posted from a priceline.com employee.
Jeanette of Lessburg VA (1/2/03):
I booked a "3 star" hotel in London with Priceline.com. When we arrived this 3 star hotel wasn't close to shops, restaurants, attractions as advertised. Not only that it was filty and in a very bed neighborhood. We absolutely could not stay in this hotel even for one night. The local police station suggested if we stayed we shouldn't go out at night.
We spent the entire day looking for another hotel. We found a delightful "3 star" hotel that was clean and in an extremely safe neighborhood. We paid the price for this hotel assuming that when we got back home we could get at least a partial refund. Priceline sticks to their rating of this hotel and refuses to refund us any money. As a result we have had to pay for two hotels, one of which we didn't stay in for even one night. Our trip went on, but was overshadowed by our having to seriously watch our finances. I'm very disappointed in Priceline and have found out since our disastrous experience that they have many, many other dissatisfied customers.
Phillip of McHenry, IL, writes:
I checked the internet for prices in the Orlando Fla. area for hotels and found that the cut-rate motels were about $40. I decided that I would like to stay at a slightly better motel so I bid $60 at Priceline. They accepted the bid and placed me with Days Inn. I booked this room six months in advance and paid $532.80 via American Express. When I arrived at the motel I followed in a walk-up customer that got a room for $20.00 a night less than I was paying. She also got a room on the ground floor facing the pool. I got a room on the third floor, as far from the elevator as it was possible to get, facing the parking lot and next to their bunk rooms for the staff.
Paid way too much for a room that was supposed to be a bargin and got a bad room on top of it. The motel and Priceline had the benefit of my money for six months and our vacation was not as good as it could have been. We stayed for eight days so the economic consequences were large.
Priceline doesn't work that way, Phillip. You don't get an upgrade by paying more, you just pay more.
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