Complain about a product or service

Priceline - Hotels

giovanna of waxhaw, NC August 1, 2009

I booked a cruise through Priceline.com and one of the bonuses I received was a voucher for a 2 night hotel stay through their "name your own price" process. I received the voucher and went through the "name your own price" process for a hotel room in NYC. I chose only 4 and 3 1/2 star hotels knowing I would not be able to pick the specific hotel, but wanting to make sure it was decent. I also included trip insurance at an additional cost in case an emergency came up and I needed to cancel my trip (I have a child with chronic health conditions so that could be a possibility). My price was accepted by a hotel and after learning what hotel it was I proceeded to go to the hotel's website---Affinia Manhattan.

Immediately, I learned that the hotel allowed pets in the hotel rooms and main lobby areas. I am highly allergic to cats and knew I would not be able to stay at that hotel. I called Priceline's customer service immediately. They told me to call back in the morning because they would have to contact the hotel's reservation department which had already closed. I did call back the next morning and spoke with a customer service representative who told me they would refund all of the money that had been charged to my credit card for the total hotel stay (which was for 3 nights) minus the trip insurance and minus 75 until I provided them with a letter from my doctor stating I had a severe cat allergy and would not be able to stay at that hotel.

I did get the letter from my doctor and faxed it to priceline that same day. When I asked them about getting the bonus voucher back to use again (for my husband who has no allergies), they told me "it had already been used and would not be sent again". This is the point where I became upset with them. The voucher had not been used and was worth at least 150. No one stayed in NYC. The reservation had been cancelled immediately. I have a medical condition which didn't allow me to stay at that hotel and I had trip insurance which gave me the right to cancel the reservation as well. I felt like they were stealing money from me. I also didn't agree with them not refunding the trip insurance, but at least I could live with that.

I asked to speak to a manager of customer service and was told no one would speak on the phone and I should instead write the VP of Customer Affairs online. I did write her and was hoping someone in that capacity would be much more understanding that they were in the wrong here. But to my surprise and disappointment, they gave me the run around-- told me that the voucher link could only be used one time (I asked them to send a new link or something comparable even-- if they couldn't send another voucher), they told me that had been generous in allowing me to cancel -- that's not true-- I had trip insurance, a note from a doctor, and nowhere on their website does it say that you may be given a hotel that allows pets --especially a 4 or 3 1/2 star hotel- or I never would have booked through them in the first place. I told them that this was unacceptable. The voucher was rightfully mine and they should not be taking it away from me. They basically told me that they would not reinstate the voucher and to expect no further response from them regarding this matter.

Beverly of Shawnee on Delaware, PA August 1, 2009

Used Priceline because of Border's Perks to book a hotel for the weekend of August 7-9th in NYC for our wedding anniversary. We wanted to be in Soho, so we chose that field plus the 4 star hotel field. The website is very misleading; however, we got a hotel in the financial district, which was NOT where we wanted to be. We called to ask if we could possibly change to the Thompson Hotel in Soho and they said they would refund our money for the Thompson Hotel in the financial district and then when we go on the website to bid again to get the Soho Hotel it would be an additional fee of 25.00, so we agreed and re-bid. They charged us 238.80 to re-bid and now we ended up with another hotel in the financial district. We called again to let them know that once again we were in the financial district and could we please just book 60 Thompson in Soho, which is more money and they said no they couldn't do anything about it. In this economy you would think they would be a little more customer service friendly; especially, when we want to book a more expensive hotel.

Lori of Fairfield, CA July 30, 2009

I had bid on a hotel in Boston on Priceline.com's website. When I placed my bid I wasn't ask how many beds I needed or size of bed. I needed 2 double beds for my 20 year old son and I. I called the hotel after getting the confirmation and credit card was charged 307.00 and it was only 12 less than if I would have got the room on Expedia or Hotels.com. This wasn't a bargain.

I called the hotel to change from 1 bed to 2 beds in the room. But the hotel couldn't access my reservation since Priceline had made it. I called Priceline and they said they would call the hotel to change it. They then came back on the line to tell me I could get a room with 2 double beds but the price would be 50 additional per night.

I calculated the price and found that it was higher than if I would have just went on another travel website and booked it myself. Now I have to eat the 300 since I refuse to spend the night in a room that only has one bed for me and my son. This is just wrong! I wish I would have came to this website to see all the complaints about Priceline. William Shatner should be ashamed to be affiliated with this company! It cost me 307.00 for a hotel I can't use.

Gary of Bronx, NY July 30, 2009

I booked a hotel through priceline.com's "name your own price" feature for a hotel at the Newark International Airport. Instead I ended up with a hotel in a very bad area of downtown Newark. When I contacted Priceline's customer service department I was told that according to them, that hotel is considered part of the Newark Airport and refused to refund or change my reservation.

I contacted the hotel and they told me that they do not consider themselves an airport hotel and would have been happy to refind my money except for the fact the Priceline handled the transaction. I believe the main reason they do not show you the hotel you book until after they get your money is becuase they know in most cases you will not like what you get.

Their excuse is that they showed me a map with a shaded area where any of the hotels might be. The problem was, the entire map they showed was shaded. Nice trick! This is obviously a shell game designed by some very devious business people to lure people in. Shaded Maps? Try shady business prectices.

Bernard of Palo Alto, CA July 27, 2009

Don't bid on hotels, their hotel ratings are inconsistent and uses it unfairly on consumers. I just bidded for a 3.5 star hotel in South Lake Tahoe and ended up getting a hotel that's no where close to the 3.5 star rating. When compared to priceline.com's other 3.5 star hotels, it not even close in terms of quality. I have stayed at all three of these hotels, and I can tell you that Montbleu is in a different class compared to the other two properties mentioned above. I have complained to priceline with calls and emails, but they claim their ratings are correct. They seem to evalute hotels based on few key competitors and not based on any of their customers. I seriously doubt that anyone from priceline have been to the hotel that we got! If they did or even ask their customers on the experience they would know.

Pete of Beaumont, TX July 16, 2009

I bid on a hotel and won it (Microtel) for 61. Priceline added the taxes and fees of 12/night. I later found that the taxes and fees were only 8. So Priceline had a HIDDEN extra fee of 4/night. It turns out that the hotel would have given me a 65 rate if I had called direct so there was NO savings with Priceline AND I had a NON-cancellable reservation. Bad deal...

Erin of Kansas City, KS July 15, 2009

My husband and I used the name-your-bid feature on Priceline.com for hotel reservations for July 1st on June 30, 2009. We read all of the disclaimers, etc. Priceline matched us up with the Hotel Preston in Nashville, TN. We were appauled when we visited the hotel's website. Several featured packages included: sex toys, lust dust, strip pole lessons, and gaycations. There was no way we were taking our young children to a hotel and risk being exposed to this.

When we contacted Priceline, they refused to trade out our hotel (with 24-hr notice, even) or refund our money. When we contacted the hotel, a gentleman there understood why we would be concerned and would have given us our money back if it were up to the hotel, but all money is handled through Priceline. Priceline told us that if we went there and didn't like it that they might have refunded us our money.

I am not going to take three young children (ages 2, 6, 8) into a place like that. We ended up out that money (84.03) and spending more to book another hotel on our own. We understand that we agreed to take the hotel that priceline books us with, but there is not a single word in the disclaimer that ever suggests something of this nature. If there was a hotel not suitable for children, they should have put that in the fine print. However, they did not, and we are wanting a refund in full. And perhaps, Priceline needs to add that to the fine print in the future.

KRIS of ELK GROVE, IL July 14, 2009

Very rude and not willing to work with the customer once they had your credit card number. Their name your own price leaves no room to narrow down request and does not list possible fees included in the hotel's requirements. So ultimately the name your own price is not a true rate.

Thai of Arlington, TX July 9, 2009

I booked a hotel using "Name your price" method on Priceline.com. On the day of my check in, said they have not received my iternary from Priceline.com so they can't check me in. After 2 hours later and talking to 2 reps from Customer services before Julio. I was told by Julio that he would call me back once he booked my hotel. He didn't call back after booking the hotel using the same credit card on file. On my 4th call I got Nash from Customer relations on the line. Nash doesn't not show any effort to understand my frustration and keep telling me about the contract. Both rep didn't understand my frustrations not able to check in my hotel and missing dinner plan. Spending 3 hours talking to priceline on my cellphone. I also get charnged twice for one hotel i cannot check in and another charged from a hotel that Julio booked for me. Is this how priceline operates? wasting 3 hours of my time, missing my dinner plan, and charged me twice.

ann of commerce, MI July 5, 2009

Priceline hotel booking is very DECEPTIVE. My offer was accepted by Affinia Suite Hotel, which I assumed a suite can accomodate 2 adults & 2 children. Upon arrival, Affinia informed me the room I booked thru Priceline is one bed guest room. For two beds I have to pay upgrade fee. I could have book directly at 4 stars Marriott or Sheraton in NY city at the price I paid thru Priceline & upgrade fee at Affinia. Affinia Hotel is shabby 3 stars at its best, old room and furnitures that have seen better days. FIRST AND LAST TIME I USED PRICELINE TO BOOK HOTEL

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