I tried the name your own price deal because of their ads saying that SAVE UP TO 60% ON HOTEL... I PUT $80 ON THE BIDDING PRICE, AND ALL I GOT $48/NIGHT ** TYPE OF HOTEL. I complained about it, called the customer service and they said they can't do anything except refunding me the difference. Whattt?!! If I don't mind to stay in that kind of hotel, I would have put $25 for the bidding price.
And the worst things is... the customer service doesn't even feel like they care enough to try to resolve this problem furthermore, just keep saying the same thing over and over again (like reading a script) and just hang up on me. I totally understand about name your own price nonrefundable policy. But at the same time I feel that they don't hold up their end of the bargain by giving us a lower price hotel. TOTALLY FALSE ADVERTISEMENT (up to 60% off on hotel... get 3 star hotel for 2 star hotel price and so on).
LOS ANGELES, CALIFORNIA -- In June, I booked a reservation for a full size SUV through Priceline with Budget Rent a Car for a week to be picked up and returned to LAX. I was quoted a decent price and when I arrived at Budget - their line had approximately 85 people waiting in front of me and 4 teenagers that I was taking to a summer soccer camp at UCLA. The counter agent stated that they could not provide me with a large enough vehicle, so she downgraded me to a smaller SUV which was very cramped. She said she would reduce the billing for me, then suddenly said she could not because it was through Priceline.
My group managed with the smaller vehicle and returned it as we were told to do so. After we got home, I found that my credit card was charged an extra $150 because Budget said I returned the vehicle a hour late (1:00 pm in the afternoon). Priceline told me to kiss their bottoms! Do not use these people unless you want bad things to happen.
CANCUN MEXICO -- Do not waste your time thru this website. They will charge your credit card even if it says Zero cancellation fee and if you call to complaint they will tell you that there is nothing that they can do, that they are not responsible for any charges on your account even though you entered your credit card info on their website... On top of that the customer service reps will hang up on you (happened twice) and they will also have an attitude.
PHOENIX, ARIZONA -- As an employee of Bank of America, I was referred to Priceline by our employee perks webpage. Little did I know of the disaster that awaited me in Phoenix, AZ. My husband and I booked a 2-bedroom suite at the Phoenix Place Hotel and Suites for our final night in Arizona. We had requested such accommodations due to traveling with my elderly in-laws who require constant assistance. Upon arriving at the hotel I was given my room assignment (Room 554).
After entering a small 1-bedroom accommodation I immediately contacted the front desk and informed them that I was clearly given the wrong room. The concierge informed me that the hotel did not have the 2-bedroom suite that I booked through Priceline.com. I then showed her my confirmation that was emailed to me describing the accommodations I had booked. My arrival time at the hotel was 9:00 pm, as I was explaining the circumstances she told me I would need to speak with the manager who would be in at 11:00 pm. My flight was scheduled to leave the Phoenix airport at 8:00 am, which meant I needed to be up at 4:00 am in order to have to return my rental car and check in at the airport.
The manager arrived for her shift as scheduled at 11:00 pm. I once again described the situation to her and she informed me there was nothing she could do to refund me the money I had already paid for the room I was not going to be placed in (no such room existed). By this time it is after midnight and 4 hours from the time I was to be up. I was given a 2 queen bed room in which one bed was completely broken from the base. Upon getting "settled" in the room I called Priceline.com to try to resolve the issue.
I was told by the customer service representative that I was clearly not given the accommodations that I had booked and that he could see why I would be upset. With that being said he merely offered me a 20% break on the room I had already paid for. My original total was $166.00, so a 20% discount would be $33.20. The normal price for a 2 queen bed room with prior payment is $85.00 plus tax, so for discussion purposes let's call it $100.00. Why would I pay $132.80 for a room that is worth $100.00. Not to mention that none of this compensated me for the extreme headache and stress this situation has caused.
I expect a full refund for the reservation I made considering I was not given what I was promised nor what I paid for. The 20% discount that has been offered is completely unacceptable. I would like a call from a reservations manager as soon as possible to have this issue resolved and to have a full refund credited back to my account. This is the email I sent to Priceline explaining the issue I experienced. The next time I called them they said they were no longer offering the 20% discount and they had finished their investigation and were not refunding me a dime and for me to have a nice day.
We (my family, my sister-in-law's family) planned a weekend trip to the NJ shore on 8/22/14-8/24/14. We had 10 people traveling with us. I had never used Priceline.com before, but was referred to them. I bid on 3 rooms for 2 nights at $91 per night (plus taxes) and got my bid offer accepted. When I received the email from Priceline.com telling me that, it didn't specify what bed setups were included. I called the hotel, and found out that they were reserved as 3 King beds. With 10 people that wouldn't work, but the hotel clerk informed me that they cannot make changes to a Priceline.com reservation.
I then called Priceline back and was told that they cannot guarantee rooms to be how you want them. I said, ok, I'm a first time user and want to work with them. How can we make this unusable reservation so that it's usable? They put me on hold and called the hotel, then tried to charge me an additional $300+ to make the rooms the way we needed them. I said that, “I could've gotten reservations directly from the hotel for much less than that.” I was informed by a very rude agent that I should have made the reservation direct then.
I asked for a supervisor who was also very rude. I said I would be disputing the transaction with my Discover card. They again rudely told me that I would lose. I contacted Discover, and began the dispute. In 5 days (approximately 7/1/14) they put a temporary reversal on the charge of $643.08. About a week before the trip, I contacted Discover to find out the outcome, and was told that it was still pending.
So we went on our vacation. After a day at the beach with all 10 of us, we arrived at the hotel in NJ at approximately 6 pm. We were then told that the reservation had been cancelled by Priceline. I was shocked since we were given no notice that it was cancelled prior to the trip. The only rooms they had available now cost me almost $1100. We paid it and salvaged our almost destroyed-by-Priceline vacation.
About a week or so after returning from the trip, I received a message from Discover that they had found against me in the dispute and had re-charged my card $643.08. I called and was finally able to get the agent to see that in the pages of documentation that Priceline had provided to Discover in the dispute process, buried deep inside, was a notation that THEY (Priceline.com) had cancelled the reservation. So, Discover once again issued a temporary credit to my account for $643.08. About a month later, I again received another email from Discover telling me that they AGAIN found in favor of Priceline.com. I again called, told them I feel like I'm living in the Twilight Zone.
How can you (Discover) keep finding in THEIR favor when THEY admittedly cancelled the reservation making it impossible for me to use it? They again agreed, and again issued yet another temporary credit to my account. Then today - once AGAIN I receive a message from Discover that they have again charged me for the reservation that Priceline made sure I COULD NOT USE. I called them, and they explained that they cannot find in my favor as they're only the payment source, not an arbiter of what is right.
I then called Priceline.com today and was again handled somewhat rudely - going in circles. I asked them "How can you try to charge me for a service you INTENTIONALLY MADE IT IMPOSSIBLE FOR ME TO USE?" I was given no answer other than "we're sorry we cannot give you the answer you desire." I informed them that I would be contacting and filing a complaint with the NYS AG's office. Filed that, filed with BBB, and now posting to any and all sites that have the ability to warn others to stay away from this scam of a company.
NORWALK, CONNECTICUT -- After speaking to a customer service representative at the 1-800 number for Priceline.com I was asked to submit a written letter to their customer service department as they were unable to connect me with a higher manager to field my issue. The following is the letter I submitted which I also posted anywhere the internet would have it. I purchased an airline ticket ** round trip to Los Angeles under the rules and designations set forth by Priceline.com on November 9th for travel the 14th through the 19th. I attempted to book both my car and flight together, however that option was unavailable at time booking. The confirmation email sent to me about my flight had links for automobiles for $19 a day.
The lowest I could book for was $25 dollars a day and after I booked **, I contacted Customer Service via the internet chat option and was given $5 bonus cash towards my next car rental through Priceline.com which I tried to contest via the internet chat but the agent disconnected from me. At the time I begrudgingly accepted the situation and moved on as the $30 did not seem worth fighting over. When I arrived at the airport on the day of my trip the luggage that I brought which previously on other carriers had been acceptable as a carry-on was not accepted and thus I was required to pay an additional $25 each trip.
Please note that I do not blame Priceline.com for this specific situation, I am just pointing out the total monies and inconveniences that were added to my travels. After I arrived in Los Angeles and was taken to the Hertz rental station I discovered a few more inconsistencies in the automobile rental policy. While my flight was booked through Priceline.com for travel back to Chicago at 5:45pm on November 19th, my car was due back at 10:30 am on the same day leaving me approximately a 7 hour wait in the terminal. I realized that this was why I could not purchase the car with the flight and after speaking to the Hertz representative if I returned the car anytime after 10:30am I would be assessed another day's rental at the rate of $40 a day – not the $25 that I had booked it at.
She explained that if I had booked it directly there were things that could be done but no changes could be made through a Priceline.com booking. For a third time now I accepted the situation and moved on with the thought that I would contact customer service to see what could be done. The first call I made was to American Airlines directly to see if a change could be made to my flight. They informed me it could and they had multiple flights flying into Chicago which I could change for an additional $75. I did not make any flight changes and told the associate I would do so after I contacted Customer Service at Priceline.com.
Let me preempt this by stating that I have worked as a customer service representative for many years and as I called in I knew that the initial representative who took my call would not be able to assist me as I was asking for a refund of $75 so I could book the flight to match the car rental timeframe and not waste 7 hours of my day at the airport. While the initial agent followed his script and apologized to me three times without an ounce of empathy he did finally transfer me to his manager ** who listened to my call and stated that there was nothing she could do for me due to the policies Priceline.com set forward. I explained that I understood her position, however, I wished to speak to someone above her as someone in Customer Service should be able to assess a customer's needs.
In my eyes as a consumer I was simply asking for compensation for the difference in time between the time the rental car had to be returned (10:30am) to the time the flight left (5:45pm) both which had been booked through Priceline.com. As someone who would use the service again if the situation was rectified, I was shocked when ** informed me that the only way I could get to anyone higher was to send a letter to 800 Connecticut Ave, Norwalk Connecticut, 06854. I asked her if I could email anyone and was blatantly told, “No.”
Now if I hadn't been a Customer Service representative for the last few years, perhaps I would have left the situation alone, however, I was treated worse that I had ever treated anyone on the phone in all my experience as a Customer Service representative. On my initial call I was just looking for the $75 fee to change my flight to work around the schedule Priceline.com had granted me. I will do as ** had told me to and send this letter to corporate, however I expect very little from that. I am also going to email this letter to the Priceline.com general customer service email on Friday November 22.
Let me be specific in stating that I would never feel the need to take these steps if the manager I spoke to, ** had not abruptly dismissed me and told me to send a letter to corporate. If she had been polite and explained the proper reasoning without leaving an open ended resolution as based on our conversation I may have gone away. However, due to my past experience with customers I do feel the need to push the issue. No response was ever given.
The rate on the cruises was incorrect. I called Priceline 's 1-800 phone number the lady was going to do a Mid Ship window upgrade for my honeymoon. Her price was not adding up to the price on the website. We were literally on hold for 2 full hours. I screenshot the call to show the duration to prove it. Out of the two hours, she stated the price that has been showing up on the website for the past few days is incorrect, and I would have to go with their set price!!! I said that the website is false advertising cheap rates and will not own up to the promised rate on the website you have to go with the rate they give you until they fix the issue.
We were driving in eastern Kentucky and were told motel rooms were scarce and we needed one room to be a pet friendly room so we thought we better make a reservation. Cell service was poor but we found a phone number for a motel in the next town 30 miles away. We called and got a guy that sounded like he was working from home from the background noises. We proceed to tell him what we need and start with the painful download of personal information. Somewhere in the exchange we lose cell service but he calls back.
All this time we are pounding down the interstate at 70 mph and are getting close to the town. He says, “Should I make your reservations?” and we say, “Yes” reluctantly. He goes silent and then says, huh, my first choice doesn't have any rooms. We are a mile from the exit and he says let me try another. We have no idea what he is referring to and are getting more nervous. He finally says yes they have rooms, let me book them.
I am exiting when he says, “Huh, it didn't go through and I am looking at the motel.” He says, “Let me try again” and we pull into the lobby parking just as he says, “Huh, (his favorite expression) it still won't go through.” We say, “Look, we appreciate your effort, but, you can't get our reservations and we are at the motel so we will just get our own rooms.” He says nothing and we say thanks, goodbye. Now it's 6:30 on Oct 4 and the guy had our phone number and never called us.
We checked in and the rooms are $5 each cheaper than the Priceline quote and we ask if anyone has placed a reservation for us and are told no. Two weeks later we get our credit card bill and, huh, there's the Priceline charge right along with our legitimate charge. A big dispute ensues consuming a lot of my time and ends when Priceline says we cannot produce a cancellation receipt and our credit card company gives up. We later found out the Priceline reservation come in at 3:00 Am on Oct 5 after the shift change at the motel. I called the motel manager, who couldn't have been nicer and he called Priceline and got blown off as well so the motel refunded our legitimate charges because "what happened wasn't right". We will never use Priceline again and frankly don't know why anyone would use them.
We recently booked a vacation package through Priceline: Hotel, Airline, and Rental Car. You see the price for the package and you think it is a wonderful deal. Well, THINK AGAIN! There are many, many, many (did I say “many”?) small hidden fees and other extra charges that are not even disclosure while booking. Unfortunately, you will find out about the extra charges the hard way after you have already paid/booked the deal.
Although our package said “all taxes and fees included”, we ended up paying more at the end of our vacation than if we would have booked everything separately and with the companies directly. The airline charged extra for some fees (not the bags, just to clarify) they said Priceline does not cover. The hotel charged us an extra 28% “service fee” per day that they also said Priceline does not cover. And finally, Priceline charged 4 days of rental car just because the drop-off time was booked 15 MINUTES after pick up time (pick up time was scheduled for 2pm and drop-off was scheduled for 2:15pm).
The Rental car company (Avis) has a policy of 1 hour break or they charge for the extra hour after it (NOT THE ENTIRE DAY). We dropped the car at 2:03 pm and Avis gave us a receipt confirming the deal was a 3-days rental car… BUT Priceline did not want to make any refund for the extra day they charged for 15 minutes (even though Avis allows an extra hour at drop-off AND we returned the car at 2:03pm AND charges in Avis are per extra hour and not per day).
None of the companies involved in the package will help you to solve any issues if the deal is booked through Priceline. They pretty much wash their hands and send you back to call Priceline. Customer service at Priceline is extremely poor. Representatives barely speak English and all they say is “no refunds”. Make sure you research before booking with PRICELINE, it is not a good deal after all.
SAN DIEGO, TEXAS -- I WILL NEVER IN MY LIFE BOOK WITH PRICELINE AGAIN!! My name is **, I am writing you today to let you know how FRUSTRATED I am with Priceline and how you handle your customers! I was in San Diego for a getaway and tried to book a room with your company but in the process I didn't realize what time it was and just wanted to go to sleep because I had been up very early at a blood drive prior to going to California. So my intention was to get a room for that instant but they did it for later that day and check in was at 3! That's NOT what I needed and asked for!
So, Immediately I called to let them know there was a mistake, but it took 30 min on hold to even speak to someone!! By the time I had reached an agent I had drove to the Hotel to see if I could explain the situation to them but it said NO VACANCY on the door. I explained what had happened and to your agent in which they explained that there was nothing they could do, this reservation was non changeable or refundable! As exhausted as I was, I got angry because all I wanted to do was go to sleep!
I asked to speak to a supervisor and they sent me to customer escalation department and YES I got mad again because she would NOT help me!! All I wanted to do was lay my head down and go to bed so, yes I was livid when I couldn't get help from anyone!
I had to sleep in my car for a few hours because I was exhausted and I couldn't afford to get another room, then drive 5 hours at 4am back to my house to go to sleep when this whole thing started at around midnight!! I have never been treated so unfairly with a company as I had with Priceline! It is beyond unfair for anyone going through this situation and hope this is not how you do business!
Sad to say, I wrote this letter to Priceline because they would not let me speak to a supervisor and when they responded to my letter they apologized but there was nothing they could do once I agreed to the booking. This is the Biggest BS and I refuse to be treated like this. So Everyone beware of Priceline. Also, I'm out $100 that they gladly kept!!