Complain about a product or service

Priceline - Hotels

anthony of central islip, NY September 29, 2009

I booked a hotel through priceline on 11/9/08 for Howard Johnson express Inn-Dover, N Dupont Hwy, Dover. Delaware from dates 9/26/09 - 9/28/09 for a Nascar race. The price was 639.56, which they took out of my bank the following day.The reason I booked so early was to get a hotel within a mile of the racetrack. I received confirmation on 11/09/08.

On or about 9/18/09 I called priceline & my hotel was confirmed. On 9/26/09 I tried call the hotels phone #, which was on my trip receipt. A recording came on saying all circuits were busy. This continued until 9/24/09 I then called information , thinking I had the wrong #. They didn't have any listings for that Howard Johnsons. I then called Howard Johnson themselves & was told that there wasn't a Howard Johnsons at that address.

I then called priceline & told them I was trying to get in touch with the hotel. Tehy also tried the phone # & got the same results. I told them that I called information & Howard Johnsons themselves & the results of my phone calls. They said they would investigate & get back to me.

I then went online & found a link. It stated "UPDATE (2009) - The old Howard Johnson's is being renovated. It is definately closed and the brand sign has been removed, although the sign about cable TV and in room refrigerators still stands to remind us of its former glory! They have a pool, but it was empty of of 15 June, 2004. "

I then called priceline back & gave them the information. I explained to them that how could they book me a roon where there wasn't even an open hotel anymore. I explained how the week before they had confirmed my hotel room for the nights. They then asked if I wanted to cancel my reservaitions. I asked how could I go to a hotel that wasn't even there. They continued to ask if I wanted to cancel the room. I said "Butof course, being that the hotel isn't even there" I then asked what they were going to do to compensate me being I now had to find another room. They told me they would back to me in 3 business days.

Luckily i found a room , not exactly what I wanted & further away also. I called them today to ask waht were they going to do to compensate me for all the problems they had caused. The first lady said she would try & get me cash rewards, but when she tried she said bing I cancelled the reservations I couldn't get anything. I aske dto speak to someone higher up & was given a man who said his name was Mr. Eddie, employee # ARMO109. He said that I got my money back & that was all that was going to happen. I asked him what if I didn't call ahead & went to the "hotel' which wasn;t there. He told me how lucky I was that I did call ahead & that was the end of it.

I am very disappointed by there attitude & lack of consideration. I booked early so that I could have peace of mind that I had my hotel, my race tickets, etc. It is the only enjoyment I allow myself once a year. I had to scramble around trying to find another hotel, which was not especially to my liking.. It was further away & not a known brand hotel.

Terri of Los Angeles, CA September 29, 2009

Sounds alluring but please beware! I booked a hotel on Priceline through their "Name Your Own Price" feature and requested a hotel on the South Strip. Once my reservation was accepted, I learned that the hotel that accpeted my bid was NOT on the strip (several blocks away) and could not even guarantee me a non-smoking room, which I specified as a requirement. They also added a mandatory resort and internet fee per day. I contacted the Priceline customer service department during which I was yelled at and refused the opportunity to speak with a manager or even a supervisor. I wrote a detailed letter to the VP of Customer Service at Priceline. An admin from the executive department called me and further stated their policy while providing no resolution or addressing the behavior of the customer service representative. I was told that they are not always aware of the distinct proximity of the hotel to their online map. What kind of answer is that? As a business, why are you offering a service based on proximity if you are not always aware of the proximity? This makes no sense to me. Also, as a service to their customers, they should make us aware of additional fees and maybe steer away from business with this hidden practice as the point of booking through Priceline is to receive a discount.

Ronald of Palm Harbor, FL September 28, 2009

Paid for a room, my debit card was charged, I printed a receipt and confirmation number. Arrived at hotel, NO reservation, NO help from Priceline customer service. Had to pay a second time for the night's stay. Priceline refuses to refund money.

kyle of vancouver, WA September 4, 2009

Booked a hotel with price line and when getting to the hotel found out the hotel stated the booking was cancelled, both price line and the hotel charged me for the same stay. When asked to correct the situation Priceline stated i needed to call the hotel to resolve the situation, so they washed their hands of my problem very very bad business. they have a partnership and should be working together to resolve issues.

Michael of Carmel, IN September 3, 2009

I went to their web site to look for a hotel. At the top of the page it clearly stated no cancellation or change fees. Therefore I made a hotel reservation. Later after finding out that I made the reservation at the wrong hotel, I tried to change hotels. This was approximately three hours after making the original reservation. When I tried to make a change, I was told I had to do the day prior. That's hard to do, when I didn't even have a reservation then. I talked to two different customer service representatives to no satisfaction.

Nicole of Austin, TX August 28, 2009

I tried to book a hotel online on 8/4/2009 through Priceline.com. My offer was declined according to the website, immediately after "naming my own price." I was on vacation by car and was unable to check my e-mail the next day or two. Come to realize, according to my e-mail (the website said the offer was NOT Accepted) that my offer "had been accepted." I had already made other plans to stay at a different hotel, and never stayed at the Extended Suites Destin.

I called corporate to tell them of my story, they were condescending and mocked my situation. They simply reiterated that their policy states no refunds. I HAD TO WAY OF SEEING MY OFFER WAS ACCEPTED AND WAS NOT LOOKING FOR THAT E-MAIL BECAUSE TO MY KNOWLEDGE, THE OFFER WAS DECLINED AND SHOWED THIS ON MY INTERNET WEB BROWSER. I did not stay at the Extended Suites Destin, I have a receipt from another hotel I stayed at that night, because I knew my offer had NOT been accepted according to the website. According to Priceline.com, since they sent me an e-mail stating my offer had been "accepted" for the room, I "FAILED" to check the status of my room bid. I think this is absolutely unethical and inappropriate that a business can take your money without YOUR KNOWLEDGE. I never knew my offer was accepted AND was unable to check my e-mail! Offer was not accepted online. I NEVER stayed at the room.

I am infuriated and will take this to the highest level. IF I KNEW MY BID WAS ACCEPTED, I WOULD'VE NEVER BOOKED ANOTHER ROOM. I have receipts from the hotel I did stay at that night, and I am angry I was charged for a room I never stayed in. I suggest EVERYONE CONTACT the Better Business Bureau directly and file a complaint with your credit card company. Priceline.com COMPANY POLICY STATES that if you purchase a hotel room and either have a delayed flight or it can't meet "special needs" that you can get a refund. Obviously they refund people for not being able to STAY IN THEIR ROOM. Why would they not refund me when I DIDN'T EVEN KNOW MY OFFER WAS ACCEPTED and NEVER STAYED IN MY ROOM? Another extenuating circumstance is that I was on the road and was unable to check my e-mail, so apparently I have to pay 79 for a hotel I never knew I won? Obviously Priceline.com did not want to refund me, and this is complete fraud.

Consumer's Desired Resolution: I want a FULL refund FOR THE ENTIRE AMOUNT OF THE HOTEL and a full written apology from these disregarding and condescending Priceline executives.

james of ninole, HI August 24, 2009

I booked a room for two persons thru the above company for 7 nites, Naming my Price @ 160.00 per nite. When phoning the hotel: Best Western Convention Center 522 west 38th Street, New York, New York, I was informed that the hotel would charge an additional 40.00 per night plus additional tax, amounting to 45.63 over and above the Priceline.

Nowhere in the extensive Priceline verbage was this type of charge mentioned. The company is practicing a very shady business. Their practices are very deceitful and there have been many complaints about them. Speaking with Sherri @ Best Western Hotels Customer Support, she stated that "3rd party booking agents do not inform customers, nor advise customers of possible additional charges."

Darrell of Portsmouth, VA August 19, 2009

I used an online agency called hotelguide to book a hotel in Columbia, SC. The Columbia list appeared and I chose Howard Express Inn at 59 a night. I Mapquest the location and the hotel was located in Beaufort, SC approximately 80 miles away from Columbia. I immediately canceled, within 10 minutes from the time I reserved the room and three days later my account was charged 202.82. I emailed hotelguide and after some confusion and two more emails I was penalized 66.94 and was told that Priceline was responsible for the charge. Priceline 1-800 said waite 10 days for my refund. No refund sent an email no response, and BBB no response.

Randy of Kent, WA August 18, 2009

I bid on a 5 star hotel for a recent trip to San Antonio with my family. They claim it could be a 4 or 5 star hotel you receive. We got stuck at the Marriott Plaza which is an old, outdated, smelly hotel, blocks from anything which is in no way even a 4 star hotel. And once they accept your bid, you are out of options. You cannot change or cancel. This is a complete misrepresentation of what we bid on and if you read other reviews of this hotel you will find I am certainly not alone in my opinion. When you bid on a 5 star hotel and end up in a considerably lower one is nothing more than Bait and Switch. I will NEVER use Priceline again.

Jamila of Madison HGT, MI August 11, 2009

I reserve a Hotel through PRICELINE Make offer to TORANTO , and got the bid, then I talked to freind of mine Who lives In Hamilton,CA, and he work in Toranto and he warrned me from coming to Toranto, because the City is warrning people not to come in their city because of the GARBAGE Strike,and high risk of a health problems and the spread of Viroses and desease, then I called Priceline, and their answer was, You can't Cancell what so ever...

Then I called the Hotel and they said, It's priceline and not Us, All though I inform them Yhat I have two young children with me,that already have existing allargies and other health issues and did not want them to be exposed to city like Toranto at theis time because of the health scars and the city already warning people not to come in, although price line never warrned their consumers about this Problem, But they stil refused, then I called my Credit Card company and assured me, that the transaction stil posting and once priceline take the Money they will get it back, But they could not get the Money back and Lost 776 DOLLARS, although we tried to cancell a day or two before leaving, and the Hotel had Plenty of time to fill the room with other guest...

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