NORWALK, CONNECTICUT -- Saw icon for indoor pool, scrolled down without reading all the details and booked the room because I didn't need frivolous details about the destination just wanted an indoor pool. Didn't worry about the cancellation policy because I was booking in less than 24 hours and according to the icon upon which I based my decision there was an indoor pool. There was no further information on the booking page that indicated there was an outdoor pool.
When I got my itinerary after booking, the room was the first I noticed. The hotel had an outdoor pool. Tried to request a cancellation because I made the reservation in error based on faulty information. They stand by their policy. Don't book unless you are positive everything is 100% accurate because if a technical error is made on your part there is no accommodation.
CALIFORNIA -- I booked a suite in Vegas on Priceline.com. Before I submitted my payment I made sure all the room info was right. When I got my receipt it had booked me a standard room... not what the site showed me. I called customer service explaining what happened. They said the room that showed on their site was no longer available. But to this day that exact room is still showing... I feel that it's false advertisement. They said it shouldn't be showing on the website but it's still there. I was in tears. I booked that one bedroom suite for my wedding. And my bridal party all had to cancel their reservations... Total mess! And they did nothing to make it right! Horrible.
I will never use this site ever again! My point is that my payment should've never went through for a room I didn't book. If the room wasn't available... what right does that site have to decide to pick a room I didn't order... and then give me a standard room for the price of a suite... Straight scam!
NORFOLK -- I made a reservation on the 14th of August and canceled within minutes of making the reservation after reviewing the hotel that was booked. Priceline was supposed to give me a refund but instead took another debit from my account. I did a three way with Priceline and my bank. The Bank Representative spoke with the Customer Service department for Priceline and explained in detail what the problem was and the Trace number shows the account was debited and not credited. The CSR at Priceline refused to admit the mistake and would not credit the account. I have had to do a dispute with my bank and wait on the investigation of the bank before I can get my money back.
You can't speak to anyone with a decent English accent and they refuse to transfer you to someone in the US. The worst experience I have ever had with a company. Do not book through this company if you expect any decent Customer Service. They are of no help when an issue takes place.
Used Priceline 3x for express and was very happy. Appeared their comparable hotel types were online Target. #4 TIME USED - In Greenville NC - 2.5 Star - site a comparable hotel you would get was a Courtyard Marriott, Holiday Inn Express, Best Western. I booked and they put me in a Heroin Den called the Quality Inn. A total 1 star in crack town, 1950's, outside doors... Horrible. Tried to deal with Priceline to get back at least a credit. No go - Kevin the online agent simple wasted my time and read policy offering not help. I was a hooked customer for the first 3x and told a lot of folks. Now I am done and will spread the bad word.
ST. LOUIS -- I booked a room for a eclipse party in downtown St. Louis. Most of the hotels in that area are free standing and have their own parking lots. But getting an express deal you don't know what hotel you're getting until after you pay. I found out that the hotel they booked me in only provides parking for me but not my guests and parking in downtown St. Louis is expensive. So when I called Priceline to try and re-book to a different hotel they were not helpful at all. They didn't care about my satisfaction because they already had their money. The customer service sucked. Stay away from Priceline, you will regret it.
Quite simply, I was double-charged for a recent hotel stay booked through Priceline. I made an online reservation and paid for 3 nights with credit card-- about $510. No problems checking in, but when we were checking out, the hotel actually billed us about $470. We were pleasantly surprised at first, but it turns out BOTH charges are now on my CC bill.
I just contacted Priceline and they tried to explain the rate we were charged at the hotel (the lower rate) was supposed to be the rate they charged Priceline, not us. I requested a refund from Priceline since it was their fault, and they refused, saying they would contact the hotel and ask them to refund their charge, once again, the smaller of the two. I don't think it would be too difficult to issue a refund for the larger charge due to inconvenience and customer courtesy, but apparently these things are not important to this company. Be careful booking online through Priceline, and always check your accounts after your trip. I will never be using this service again.
.COM, NEW YORK -- Booked a hotel at a marginally better price. Big mistake! My bad for not paying close enough attention to the details, but life is busy. Paid over $500 for a 2 night hotel stay. I needed to delay the reservation 10 days, would happily have paid a fee to make the change, but the booking could have NO CHANGES. Priceline got my $500 but they won't get another penny from me. I would recommend taking your business to any other company. Good luck.
NORWALK, CONNECTICUT -- After trying to plan a vacation thru Trivago, we were sent to Priceline.com, and from there all we got is problems and hassle. Their site said after we tried to purchase the hotel room we got an end page that said that "They could not complete our request but our card would not be charged." We got no email confirming this. No confirmation number. NOTHING. Except almost IMMEDIATELY, we had $126 charge pending on our debit card.
So, curious, we called the Priceline phone number. And were put through an automated system of HELL. It took us five (FIVE) calls to actually get to a person, and when we got to a person, the female was outsourced from some other country and we could barely understand her due to her thick accent!! She confirmed our reservation was NOT made and that "Our card would not be charged".
When we confronted her about "Hey, we WERE already charged, please explain," she then reverted to the "Well, we have to charge the card to make sure the card will work first, and all charges will be reversed in 3 to 7 business days". Right. Except our trip is supposed to be in five days, and now because you won't offer an IMMEDIATE refund, we can no longer go on our trip because Priceline is holding our funds. We can't book another hotel room when you won't release the money!! We are calling our bank first thing tomorrow and pressing fraudulent charges against Priceline.
When we asked the non-American "customer service" lady about this point she stated that that is the policy and she can do nothing to change it. We will NEVER use Priceline again. NOT. EVER. Stay away. If you find yourself on Priceline's website from Trivago, immediately turn around and run screaming. Priceline will do NOTHING to help you but EVERYTHING to take your money without reason!!
I used the "name-your-own-price" service of Priceline.com and named a price for a 4-star hotel in Las Vegas of $69 per night for five nights. I received a confirmation for the Luxor Hotel at $69 per night and was informed that there were "Taxes and Service Fees" of $55.20 per night and I was charged $400.20 for the five-night stay. The confirmation informed me that any other incidental charges, such as room service, parking, telephone, mini bar, etc. would have to be paid by me to the hotel at the time of my stay.
When I arrived at the hotel, however, I was informed that there was a mandatory "Resort Fee" of $14.50 per night that I would have to pay (in addition to the $55.20 of taxes and service fees for the five-night stay). I was informed that it covered free local phone calls, admission to the health club and a free daily newspaper. I told the hotel that I did not want any of those additions to my hotel room and that I had named a price of $69 per night plus taxes and that was all that I wanted to pay. I was told that I did not have a choice and that I must pay the $14.50 per night. I said that I wanted to cancel my reservation because I was tricked into believing the room would be $69 per night and it was in fact going to cost me $83.50 per night. I was told that the room was not refundable.
When I returned home, I contacted priceline.com's customer service and customer relations (apparently the company's higher level of customer relations) departments. They were completely unhelpful and just kept saying the same thing over and over again - there was a statement in the small print that said that you could be charged by the hotel additional incidental fees. I said that I read that statement to mean optional fees that I choose to incur such as parking, telephone, Internet, movies, mini bar, etc. I argued that if it's a mandatory fee then it's part of the cost of the room and should be part of the price of the room and not HIDDEN from the purchaser.
I noted that I was never informed that I would be charged a mandatory $14.50 fee per night until I arrived at the hotel. I was not informed of this charge online, nor in my confirmation that I printed out, nor in the email that I received the next day from Priceline.com. The "customer service" personnel just said that there was nothing that they could do because I had been given all of the terms of the deal. I argued that if they did not inform me of a $14.50 per night mandatory charge in addition to the taxes and the $69 price I had "named", then I was not informed of every material item. Like robots, they kept saying that I had been given all of the material terms of the deal.
To me, Priceline.com is a scam in that it deliberately and knowingly uses hidden fees to misrepresent the cost of the price of a hotel room. It deceives you into believing that you are paying one price when in fact you will pay a much higher price. They think that it's OK to do this because they warn you in small print that there may be additional fees that you may be charged without stating what those fees are. This is fraudulent activity and Priceline.com should be ashamed of itself.
PHILADELPHIA -- We booked a hotel a couple of months ago, paid in full at the time of booking in order to get a better rate. Arrived at the hotel on our reservation date and saw that the posted rate in the hotel lobby is $10/night cheaper than what Priceline charged me. So what is the point of using Priceline at all - to insert a rude 3rd party in between me and the hotel and complicate the process of any cancellations or changes?
I asked Priceline that question and they claimed to provide pricing and availability advantages of which I received neither because the hotel HAS a room available for the cheaper price but I can't have it BECAUSE I PREPAID A 3rd party scammer and can't cancel my existing reservation at the higher price. STAY AWAY FROM THESE LOSERS AT ALL COSTS!!!