Complain about a product or service

Priceline - Hotels

Eva of miami, FL May 15, 2009

We are a family of 4 including 2 small children planning to go to Disney World on May 23, I placed a bid on a 4 star Hotel on Priceline.com, anticipating that the hotel I'm gonna get is a family friendly hotel since it will be in the Disney World vicinity, unfortunately, I won the Celebration Hotel in Kissimme, FL, I read a review about it, I'm sure the hotel is good but it is not just appropriate for a family with small children. They advertised the hotel as a romantic getaway with lap pool, jacuzzi and golf course. I just thought the Priceline should not include the Celebration Hotel in the category (Disney World Vicinity) as we all know that most of the travellers that choose to stay in the vicinity are families with children. I'm quite disappointed that after calling the Priceline customer service, they were not helpful. I'm forced to take the hotel given to me. And my kids will not enjoy the stay. The customer support is a Call Center somewwhere in Asia as they can't speak good English and was even arguing with me as to what kind of hotel the Celebration Hotel is. It's a totally frustrating, misleading, deceptive transaction from Priceline. Never to do it again!

william of galloway, NJ May 13, 2009

I called priceline on 1/12/2009 to inform them that I was unable to take the trip due to extreme curcumstances. I was told that the hotel does not give refunds, I then called the hotel(sheraton gateway hotel-atlanta airport and was told they do not collect funds until customer checks in and that priceline keeps funds until you do so, call priceline back. I called priceline back and now I was transfered to there customer relations department, I got a recorded message saying "I am unable to here you, this call will treminate in 30 seconds." This happened 3 times. I purchased travel insurance thru priceline also. I would like the hotel and rental car portion of the trip to be refunded. Damage Resulting = I paid a total of 1,005.55.

Tear of Chicago, IL May 13, 2009

I booked a room thru priceline on 5/8/2009 with the W hotel,upon checking in i found that the rates were 50.cheaper than priceline gave, so i called priceline ( which it ws very hard to get someone on the phone) and basically they told me it was nothing they could do, i thought they offered prices that were cheaper than the hotel would charge

Debra of Fort Wayne , IN May 13, 2009

I placed my credit card information into a file to check for reservations on priceline. Before I knew it, not understanding their sytems they had me booked a very badly rated hotel, not in the area I was even searching for but in a city nearby. I did not get a chance to accept the choice or deny the choice, they made that choice for me. Bad business, no physical company address on their web page as required, no company owned name or contact information only a web inquiry where I am sure they don't care given the other complaints, people die, they don't refund.

Their practices are fraudulent. They claim to offer 40% off the price, the price advertised is 36.50 on a direct booking website for the hotel, priceline offer denied 45.00 per night and accepted 50.00 per night at a low class, not clean hotel... no consumer choices? What kind of business is that? I can tell you, not one that will be around long. I will loose 513.00 .. on this reservation because it is not near where I am going to be nor will I stay in a hotel where the ratings, are this bad, tomorrow and see if the 3 day cooling off purchase applies to online purchases. Also, Maybe a class action lawsuit to recoup everyone's money for deceptive advertising practices?

Bob of Manchester, CT May 11, 2009

I booked a hotel in Montreal through Priceline.com. I have used Priceline several times before, with generally good results. After my bid price was accepted, I was told that my room was for 2 people only. The problem is there are 3 of us (I usually only travel alone, or with my girlfriend--this time, I am taking my daughter along). There is **NOTHING** on the Priceline 'bid screen' to indicate the 2-person limit. The user is simply asked to bid on the room. Once your credit card information has been taken, they ask you to sign a lengthy disclaimer, and the 2-person clause is buried in the fine print. I tried to call Priceline, and spoke to a person who did not give his name. I was transferred to a supervisor (Lycan, ID 5260316) who told me in no uncertain terms that I had signed a contract, and it was non-refundable. I asked to speak to his supervisor, and he told me I would have to send an e-mail. I simply want a refund, and to be able to negotiate with a hotel on my own for a roon for 3 people.

Dana of Bedford, TX May 8, 2009

Booked a 3 day hotel stay in Las Vegas. When we checked in hotel was overbooked the 1st night-Feb14. Priceline agreed to refund us the first night because we did not have a room that night. I have 2 emails stating they will issue me a refund.It has been 3 months now and still no refund. Next to impossible to get a hold of someone to help you. I am fianlly disputing this with my Credit card co.

Chrristophe of Seal Beach, CA May 6, 2009

Booked a hotel reservation through priceline.com. Requirement was minimum 3.5 star, 162.00 daily rate. They accepted my bid and put me a 3 to 3.5 resort who openly offered better package on line directly. Called hotel directly to confirm and called priceline right after that. Hotel was offering for 170.00 room INCLUDING full resort amenities access for free (includes,free internet, gym access, spas,treatment), priceline was only offering the room none of the resort amenities. I called Priceline and after speaking to 2 reprensatives and being called a "jerk" by one of them, as they thought I was on hold, they made no attempt to rectify their pricing. I was rudly treated, and ridiculed for asking a refund. The hotel website clearly stated that their pricing included 100.00 resort fee but Priceline did not want to accomadate, match or refund. Because the resort is barely 3 star resort, and the best pricing available was not honored, I would like to get all my money back.

Mary of Windham, ME May 6, 2009

I used one of Priceline's on-line hotel booking services. When I was repeatedly unable to obtain any confirmation of my request I called the toll free number posted and spoke with a young man with a very thick accent. After some discussion he advised me that the reason I did not receive a response to my booking request was that there were no rooms available. Assuming that was the case, I went no further, not even keeping the notes I made at the time. On the next credit card statement there was a charge of 12.16 from "HBC*Hotel Reservations CT" as well as a charge from the hotel at which I had attempted, and believed failed, to book a room. I called the above 877 number, explained the situation. I was told the matter had to be referred to a supervisor.

I later received a email from "Teddi C/Executive Offices WEDNESDAY, JULY 16, 2008 7:45 AM The text of that response: "Thank you for contacting us regarding your concerns and feedback with Holiday Inn Falmouth. "We are writing to let you know we have received your concerns in our Executive Offices. We understand you were unaware that you reservation was accepted, and were charged a non show fee. "If a reservation succeeds you will be taken to a confirmation page instantly on the website. Additionally you can check the status of a reservation using the link in the upper right hand corner of the website used to make the booking. We do not guarantee that customers will received emails, and are unable to refund your credit card if the hotel charge a no show fee for not using the reservation. "We apologize for the inconvenience and regret being unable to assist you further."

MY RESPONSE: WEDNESDAY, JULY 16, 2008 8:56 AM "Ms./Mr. C: Your website DID NOT take me to a confirmation page. I could not access the reservation status. For these reasons I called the telephone number provided on the website. Your employee told me there was not reservation because there was no availability. "Since I am talking with the hotel in question, my one requirement of you is to reverse the 12.16 charge to the credit card. Please do not make it necessary for me to take further action. Thank you for your prompt response. However, I found dealing with your customer service to be extremely unsatisfactory. Yesterday I was disconnected one and called back. On each call I spend a great deal of time simply waiting with utter silence on the line. In fact, at least once on the first call I asked if the person was still there. I do not know where you call center is located and don't really care. However on both my initial call when I was trying to resolve the question as to whether or not I had a reservation and again on one of the calls yesterday, I had difficulty understanding the person with whom I was speaking."

Jennifer of Woodside , NY April 29, 2009

My boyfriend and I booked a vacation back in Feb 08 to travel to Cozumel Mexico for June 4,09. In light of the current events with swine flu and the offical alert issued advising no non essential travel to Mexico by the US Department of State and CDC, which expires on July 27th, I contacted Priceline on numerous occasions attempting to switch my reservations to a new location or obtain a refund. On one of my first phone calls the service rep I spoke with laughed at the situation of the current outbreak. I was informed time and again that there would be multiple penalties to cancel or switch dates. I asked to speak with a supervisor and was told that one would not be available for a very long time. I waited approximately an hour before hanging up. I contacted Priceline yet again before and after the above alert officially posted. Again no one was willing to help and kept informing me of the same fees. One rep said they needed to transfer me and after waiting for approximately 45 mins I hung up. I was also told while the airline had fees to cancel my hotel was non refundable. I contacted Wyndham hotels myself and was given a case number. I later received a voice mail from Wyndham indicating they are waiving fees but I would still need to go through Priceline who should contact the property. I called Priceline back with this new information, after being transferred four times the last rep placed me on hold and "called" the hotel. He came back on the phone and told me it was still non refundable. Basically I was told again that if I wanted anything done I had to contact the airline and hotel seperately myself. I was wondering what the point of Priceline is seeing as I must go through a terrible hassel and still attempt to handle everything myself. I'm am at a loss for words that during this time the only concern from the companies is that of money and not the safety and well being of their customers. I've been trying to take care of the situation now so I can book another vacation for the same travel dates, the longer I struggle with the company the harder and more expensive it will be to book a new vacation.

Joseph of Simi Valley, CA April 26, 2009

My fiance and I were planning to go to Las Vegas on Friday April 24 through April 26 2009. We had spoken with one of our employees regarding websites where we can get good deals for hotels only, we were referred to priceline.com where we can negotiate our own prices.

I went on the website just to see what type of price we would be offered. Per the website it had me to enter my credit card information for a room in the Treasure Island Hotel, not specifying that I would be purchasing the price that I negotiated which was 318. I entered my information and the site went directly to "purchasing". Immediateley after I had noticed that it purchased a 2 night stay in the Treasure Island Hotel, I called priceline immediateley to cancel the request.

The customer service rep that I had spoken to stated that I wasn't able to cancel at all, I explained to the rep what had happened and stated that I did not mean to purchase the request, but still they declined to return my money.

The following days after, both my fiance and I continued to call priceline to have our money returned. We have spoken with Cancelling Specialist and my fiance Rita, had spoken with Jane ID# 5260332 on Friday April 24, 2009 to let her know that we are not able to make the trip at all and to have it cancelled, Jane even verified that I had called the same day that the hotel room was purchased to have it cancelled. Still Jane stated that she couldn't help us and that we cannot get our refund back.

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