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Best Price Guarantee... Yeah Right.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

STAUNTON, VIRGINIA -- I booked a room using the name your own price feature. When I looked up the hotel, I saw the rooms were cheaper on the hotel website. I reported the price difference to Priceline using the online chat feature because the phone wait time was 20+ minutes. I thought I was getting a 100% refund, and therefore, the room was canceled. They even said I would get a 20% price difference bonus. I was really impressed with the customer service and complimented the customer service rep. Well... guess what? I was completely wrong. The room wasn't canceled at all. So when I booked the room through the cheaper website, I effectively booked 2 hotel rooms.

I was leaving for the trip the next day, so the refund didn't show up on my credit card until several days later. It was only for $50 not $150. I contacted Priceline to see when I would get the other $100. They claim the reservation was never canceled and they never used the words 100% refund. The company wouldn't let me see a transcript of the original chat. They say I misunderstood. Now I feel double-cheated. Don't use Priceline. Too good to be true.

Update 07/03/2015:

Update: I tried to ask for a transcript of my web chat with the original customer service representative (the one who lead me to believe the credit card charge was being refunded). I made repeated attempts to get a copy of this chat because the Priceline customer service people made multiple references to it. But even though both representatives "quoted" my original conversation, they said they could not provide me with a transcript. If they are so confident that everything was handled properly, why can't I have a copy???

Bait and Switch Practice
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CINCINNATI, MARYLAND -- I placed a bid on a 3.5 star hotel and "won" a bid for a 3 star hotel. Priceline by their own standards do not rate the hotel as 3.5 stars, Trip Advisor has the hotel as a 2.5 star hotel and Google shows it as a 3 star hotel. When I called Priceline to dispute the hotel rating they read from a script saying the price was nonrefundable. That policy would be fine if I had gotten what I bid on. I think their practices are fraudulent and I am filing a BB claim against them as well as disputing with my credit card.

Priceline Crookedness
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

NORWALK, CONNECTICUT -- At noon today I made a hotel reservation through Priceline for tomorrow night. Half an hour later I called to cancel it because I could not find flights to get there. Priceline flatly refused. Just so you don't think I made this up, the Priceline "Trip Number" is **. You can form your own opinion as to whether you want to deal with Priceline.

Worst Booking Experience
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

Priceline is the worst. If you are going to book using a third party please pick a good and reliable company like Expedia for example and you won't have to deal with this people. I booked a hotel using Priceline just to save a few bucks over Expedia, thinking I would have the same experience.. BIG MISTAKE.. I spend over $1500 on my booking to Cancun. To get there, I had a connection flight and unfortunately my first flight got delayed and I missed my connection and since it was the last flight of the day I had to be rebooked for the next day.

I have traveled all over the world and things like this happen that's just a fact of life. So I called Priceline to see if they could call the hotel and advised them of my predicament and to let them know that I would get there the next day and to either help me extend my stay for one day since I was getting there a day after or just refund one night stay. Obviously customer service is not a priority to this company. First the girl kept saying, “No, you have to call the hotel directly and see what they can do.” “Lady if I wanted to deal directly with the hotel I would have made my reservation directly with them. I'm in the US and I don't have an international plan. Please help me.”

And all she kept saying was “No, I cannot do that.” It was so ridiculous. Then she said, “Oh, but if you don't get there tonight the hotel will charge you for the first night as a fee for being a no show.” So I said, “Great. So then I will be refunded the remaining balance right?” She said, “No, there's no refunds on your booking.” So then I said, “OK. So can you guarantee me that I will be able to check in when I arrive at the hotel tomorrow for my remaining night?”

Again, she said, “No I cannot guarantee that.” Unbelievable. I said, “So to make sure I get this right, you are saying that you took my $1500 and you cannot call them to help me. You cannot change my reservation for the next day, you cannot guarantee that when I arrive I will get a room at the hotel since my reservation will cancel since I won't arrive today and you cannot refund my money?” Wow. I had a similar situation with Expedia and the experience was the complete opposite.

They showed they care. They call the hotel for me and everything was worked out in a fair way. How was this fair Priceline?? That's my question. In conclusion I had to buy an international calling card, call the hotel on my own and the hotel was great about it. They help me with my reservation. I would never book with Priceline ever again, lesson learned.

From now on I will only book directly with the hotel or with Expedia or similar companies that are there for their customer that truly care about providing you a great vacation. Priceline never again and I will tell my story to everyone I can to try to make sure you don't ruin anyone's vacation again. Shame on you!!

BEWARE. Using PRICELINE for Room Selection With Its Hotel Partners. You Are at the Bottom of the List!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

HOUSTON, TEXAS -- Using Priceline primarily for all our travel arrangements within the US and abroad, we actually selected our stay with Hilton Americas (Houston) as we have done several times before and completely satisfied, Priceline's hotel partner. This was perfect for the long anticipated Buble' Performance at the Toyota Center which is adjacent to the Hotel. We confirmed our reservations for a non smoking ($350) room well in advance, mid-August through Priceline for the October performance. Upon what we thought to be our seamless check in, we were provided a room on the 9th floor.

Exiting off the elevators one could not mistake this was indeed a "smoking floor". Walking through a there was hallway glass door thinking this to have separated the smoking from non smoking rooms. It was quite evident passing through that this actually was indeed the sectioned of smoking rooms. The nicotine stench was so incredibly bad I seriously doubt this to be acceptable for those who smoke. Don't misunderstand being the type that is totally appalled, or think that smoking is reprehensible, I/we are not. This was completely overbearing and quite honestly certain a health consideration at this point, seriously.

We returned to the front desk to have a room change with our provided confirmed reservation in hand of a non smoking room as indicated on our confirmation, black and white "2 Queen Beds Parkview Non smoking L-Shaped Work Desk/Serenity Bed Lux Linens Mp3 Clock-Peter Thomas Roth Bath Amenities". Our representative indicated that the hotel is fully booked and does not have another available room. We're not talking about an ocean front room here much less park/city view, but something that deal directly with health considerations.

Being that we have arrived early, my suggestion to the front desk, "Certainly there are non smoking rooms available to those who have yet to check in?" "This is correct, however those are available for reservations made directly through us, and our contractual agreements made through the attending conference NOT through a "third party" such as yours in which case we treat that as a request."

We then get to the "manager" level to which the response was, "We do have available rooms, and can accommodate your stay. However, available non smoking rooms are for those guests who directly secure that through us and are "reserved". You will need to contact your "third party". This is not my problem, we're done” (as he throws up his hands)! With that, we were "kicked to the curb" with no accommodations, nor alternative arrangements made by Hilton or Priceline. Needless to suggest, they couldn't have in part to other hotels in the immediate are being fully booked the same.

So, here we are on the streets of downtown Houston, no room, hours before the performance, separated from our group, transportation issues, missed dinner reservations and yes, late to the performance having to seek out other arrangements on our own. Of course we follow up with Priceline who actually provided an immediate refund and get this, a "$25 token" of their sincere regret of how we as a Priceline client was handled as this is not in accordance with partnering hotels and advised that their executive services department who follow up with Hilton Americas.

So who is actually at fault here? Priceline, hotel or equally both. To be quite honest, and will contradict myself, but when a large company as Priceline throws out $25 voucher to its client for the misgiving.... Well, it's quite insulting. I show up with my Priceline confirmation in hand that clearly indicated "non smoking" and there is available non smoking rooms. Yet the hotel says I'm "third party", thus provided what the hotel wants to offer with no remedy to have immediate resolution than leaving it up to the hotel and so sorry after the fact, here is your $25 token and refund and wipe their hands clean of it, just as the hotel.

This leaves a lasting impression of what both these companies did to ruin what was thought to be a memorable evening. Now then, since they are partners in crime in this respect and it's not about the monetary expense, I would rather have these two companies attempt correct the matter in providing an experience that was originally planned.

Don't Use Priceline for Your Hotel Bids
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

I was a first time user of Priceline - and how very disappointed I am about their rating of the Best Western Hotel in Bossier City, Louisiana on Lake Street. Priceline rated this hotel with two and a half stars and I bid on this hotel ending up with a fair to high price for this hotel. With the events that unfolded once we arrived vs the money I paid.. I thought I was in a SciFi movie.

Priceline took my hard earned money and misrepresented a "good deal". Priceline spends millions of dollars on advertisement and then just a few blogs with photos can put the kibosh on all the wonderful marketing efforts they just spent - if you will take heed from me. The Best Western you sent me to had roaches, a bad clogged hairy shower drain, a rip in the sheets a foot long and a big cigarette burn on the bedspread. I am not exaggerating - I have photos.

This was supposed to be one step below a three star hotel like Wyndham or the Hilton... Are you kidding me? The staff was very polite and tried to accommodate us for what had to be embarrassing as I had photos to share which will back up all the above but it is what it is.

Priceline - you - should be ashamed of yourselves. You also included a hidden charge in your service that I am very upset over not to mention the misrepresentation of the hotel rating. William Shatner, shame... Shame... I would have expected more from Captain Kirk. Pull yourself from this debacle. Mr. Spock would be proud.

Fraudulent Hotel Reservation
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

DO NOT USE PRICELINE! I originally booked a 4 night stay on Priceline. After making the reservation I received an email from Priceline asking me if I would like to "Add a Night to your stay". I added an additional night to our trip from the link provided in the email. Priceline said that initiated two bookings and they charged me for both bookings even though I only stayed in one room and the hotel only requested payment for the one room. I talked to Priceline customer service and they said it was a legitimate second booking but if I wanted to write to the executive offices to present my case I was welcome to do so.

I contacted the hotel I stayed at, who informed me they submitted the days I stayed and was paid. I asked them if Priceline paid them for the additional booking, they said no. The hotel also informed me that they discourage people from using Priceline because it is also difficult for them to get paid from Priceline and often receive Priceline credit cards that get declined which the hotel has to then hound Priceline to get paid themselves. Priceline has kept the additional booking amount of $590.00. I am outraged and need the $590 back that Priceline feels entitled to keep so that I can afford to feed my three boys this month.

Priceline feels it is acceptable to steal people's hard earned money. I wish I had checked the internet first before using Priceline as thousands of complaints and reviews have been posted all over the internet. Based on all the online complaints Priceline is stealing millions of dollars from its customers. Obviously the company's moral compass has been broken for some time. DO NOT USE PRICELINE! I have posted this theft on Facebook and it has been read and forwarded by over 400,000 people in just a few days. Please forward this post to anyone you know that is looking to travel.

Nightmare Hotel Priceline Made It Dream Vacation
StarStarStarStarStarBy -
Rating: 5/51

Second time I booked through Priceline. First experience was great. This time I booked a Niagara Falls Hotel for 2 nights through Priceline. We arrived at 9:30 pm and noticed the hotel was very dated and smelled quite musty. Went to front desk, gave my name and was told the reservation they had was for the 20th leaving the 22nd. I told them, no, I booked for the 18th leaving the 20th. She told me the hotel was fully booked, but that one guest had not shown up and she could give us the very last room - in the sub-basement. We said OK and went to the room that had not been updated since 1972!

It smelled bad (was clean though), shower had nails poking out of the stick on yellow tiles; turned on TV (circa 1979) which had 2 volumes - full blast or mute. Turned off TV. People came in next door. There was an adjoining door that kept on banging very loudly, sounded like someone was trying to get in. Walls so thin I could hear my neighbour brush their teeth and all 'other' bathroom things as though they were in the same room. Could clearly hear full conversation.

I went to front desk and asked if I could PLEASE cancel for the next night. They said no, that since I booked through Priceline, I could not. I called Priceline and explained the situation. They said that they would call the hotel, and if what I said was accurate, they would provide me with options. About 45 minutes later (not Priceline's fault, the front desk person was AWOL), I was taken off hold. The customer care person told me he would move us to a hotel of our choice (gave us a couple of options) that night. He also called the hotel to ensure we were expected and well taken care of.

The new hotel was the Holiday Inn and Conference Centre in St. Catharines. It was BEAUTIFUL. We got a significant upgrade to a one-bedroom very modern suite, 2 free breakfasts and a one-night credited back to our card for our trouble. Saved the vacation! Priceline has earned my loyalty forever!!!!

Poor Service, Poor Product Quality
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

At the end of April, 2013 I started looking at hotel's via to stay in a hotel for the end of July, 2013. After a period of time of looking at the various hotels listed, I decided to use the Name Your Own Price option. Prior to selecting the Name Your Own Price bid, within my search options I had set the number of party to four adults. Also, prior to selecting the bid option I also purchased trip insurance in case I was not satisfied with the room choice.

When I received the confirmation from Priceline; the room I received had only one king size bed for two adults???? Within minutes I contacted Priceline and told them of the error. They said they would try and change the accommodations from a king size bed to 2 double beds. The next day I contacted the hotel and they informed me Priceline had not contacted them, and they would not make any changes, only Priceline could request a change.

When I contacted Priceline again, they informed me they were not willing to make any changes to the reservation, in their words the reservation was what it was, the end. Furthermore, the trip insurance I purchased was for in case of a death only nothing else. And when you Name Your Own Price; their website will only allow bidding for up to 2 people, and you cannot alter this within the bidding parameters.

So basically the website altered the number of guests in my parameters, the room could not be changed or altered, it is what it is. Of course I could not use this room, so I was forced to give it back to them, which they gladly agreed to. Now they have my money, and the room, and will bid it out to another unsuspecting party.

Beware of this company; they operate unethically, and without regard to their customers' needs. I suggest anyone who wants to get a deal, should not use this option unless you are willing to take the risk. As for me, I will not be able to go to on vacation this year. I am on unemployment and had to save, the money they took, over a long period of time.

So again I say; BEWARE, I have reported Priceline to the Better Business Bureau, and tried to dispute the charges on my credit card, but because they are so unethical, they are able to get around any legal loops with their so call “Purchase Contract”. Regardless of the MANY complaints other individuals have endured. I am disgusted with this company, any and all individuals/government who allow this type of business to continue to operate in such a manner.

Disgusting Hotel- Had to Call Priceline and Hotel Multiple Times
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

WINSTON SALEM, NC, NORTH CAROLINA -- We booked Quality Inn in Winston Salem for 2 nights. The first night, we got in late and the room was NASTY. The door to the outside wouldn't even close all the way and there were stains on the sheets! I called the front desk and was moved to a "better" room. The door to the outside STILL wouldn't close all the way but was better. The shower had not been cleaned. It was disgusting! The paint was chipping off the walls. The sheets were itchy and we thought they might have bugs. We got through the night because it was so late.

The next morning, I checked with the front desk and they said they would allow us to cancel our hotel for the 2nd night. We booked another hotel that was 10x better and cheaper, the Hawthorne Inn! When I called Priceline to request money back for the 2nd night (when we didn't even stay there), they said they would not issue a refund. I had to call Priceline 4 times and the hotel manager 2 times in order to finally get my money back for a night that I didn't even stay there!

Priceline was not concerned. They made me do all the work, and didn't care about their customer service. They were perfectly fine allowing the hotel to charge me for a product I didn't even get. Very disappointed. I eventually got a refund for the 2nd night, but man I had to fight for it. I have booked with Priceline approx 20 times in last 8 months. I have been a good and loyal customer. But, after the nonchalant attitude and the amount of work I had to do to get Priceline to back up a product that they sold, I'm done. I'll use Expedia or from now on.

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Priceline Hotel Bookings Rating:
Star Empty star Empty star Empty star Empty star
1.1 out of 5, based on 73 ratings and
170 reviews & complaints.
Contact Information:
800 Connecticut Avenue
Norwalk, CT 06854
203-299-8000 (ph)
203-299-8948 (fax)
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