Complain about a product or service

Priceline - Hotels

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.

Pepita of Saratoga Springs, UT April 24, 2009

I am a regular, loyal customer of Priceline. I have booked Priceline approximately 13 times in the past year. Tonight, I named my own price for a downtown San Francisco hotel after being offered a 25 bonus as a regular customer. Immediately after my booking, I noticed that my hotel was in the wrong area. It was near the SFO Airport. I e-mailed and called customer service but couldn't get through. I sent two e-mails saying I had booked the wrong area. Then I finally got through to customer service. They kept apologizing that they can't cancel the booking. After 20 minutes, I was put through to customer relations. They said the same thing. I begged to have my reservation immediately changed as 119 will be a large cost for me to waste. I booked my flights for this trip through Priceline also. I would have been happy to change my reservation to a more expensive hotel in the city, but they would not allow me to pay more either. When making my booking, I consciously chose areas in downtown San Francisco by seeing the highlighted area, then clicking on it. But somehow, I am told by your staff, that I selected the airport, which is about 11 miles away - off the map. I was told it was listed in alphabetic order, but there were 7 or so areas that were one mile apart with SFO airport in the center (11-13 miles away - strange). I probably would not have seen it on the map, even if I scrolled over it, because it is too far away to even be on the map. Anyway, as a regular customer I asked if Priceline had a policy for loyal customers who make mistakes using their PCs. They told me they didn't. But I will NEVER use Priceline again if I lose this money, simply because I will be scared to use the system again. People always make simple mistakes. I am surprised that Priceline has no policy to look after people who use service numerous times.

Hugh of Horseheads, NY April 21, 2009

Hugh of Horseheads NY (04/21/09)
I tried to book a room in Manhattan (NYC) on 4/16/09. Instead, they booked me into a room out in Queens. I called immediatly & was told there was nothing they could or would do about it. I e-mailed & called customer service (which is a joke) & they actually sent me an e-mail telling me not to contact them again because they weren't even going to respond. I made this reservation over two weeks in advance & I ending up paying for a room in Manhattan (were I stayed) & one in Queens, which I assume was empty. Not that it matters, but I checked the regular room rate for the Queens hotel & it was only 4.00 cheaper.

They took 126 from me under false pretenses and gave nothing in return. (I hope that's all; I haven't recieved my credit card statement yet).

James of New Haven, CT April 16, 2009

James of New Haven CT (04/16/09)
I specified downtown Norfolk for a hotel. The system assigned a hotel 12 miles outside the area they have mapped for downtown Norfolk. I called and spoke with 4 representatives, and offered to fax/email proof of what I specified, which I printed from the website. They refused to listen.

Much time spent cancelling this charge with the credit card company. Wasted hotel space. Lost customer! I would participate in a class action suit. 24-hour cancellation window would be fair.

Richard of Chesterfield, MO April 15, 2009

Richard of Chesterfield MO (04/15/09)
I booked a hotel room for 4 nights through Priceline.com for one of my VP's. Upon arriving at the hotel in Danville, IL on Sunday 04/12/09, he said the hotel was in complete disrepair, there were no cars on the parking lot and lights on the hotel sign were broken. My VP decided that the hotel did not meet the standards expected and did not check in.

I called the hotel on 04/12 and stated my concern to Joseph, who answered the hotel phone. He said to take it up with Priceline and then hung up on me. I then contacted Customer Service at Priceline and they said the hotel would not give a refund and told me to take it up with the hotel. Both parties have ignored the problem and neither have addressed the fact that the hotel is misleading buyers on their website regarding the quality and Priceline is not doing a very good job of ensuring the hotels they represent meet the ratings standards they set for hotels.

I have sent two requests to Priceline to explain how they rate their hotels and they do not answer that question. I believe since there are two days left, that Priceline could force the hotel to refund the unused days and lower the 'star rating for that hotel. Thank you.

I lost 337.29 on the purchase through Priceline and would like a refund of 50% of the amount paid to Priceline.

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