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.
A few days ago I tried Priceline.com to get a reservation for a hotel in NYC for 3 days. I entered a price and location. The site could not find a hotel for me at my price in these areas. They kept sending me back to my original screen and asked me to change my parameters which I did, four times. I changed neighborhoods, raised my price, lowered the star rating. I finally got to a screen that told me to check back in 15 minutes.
When I pressed the CHECK YOUR PRICE button it came back with my original screen again. It could not find me a hotel. So I logged out and went to Hotwire where I immediately found what I wanted. When I went to get the confirmation email I found I had communication from Priceline as well. When I opened it up it said they had found a hotel and my account was charged $600.00. I almost threw up I was so freaked.
I immediately called the 'Philippines' and spoke with **. Now I have A LOT of Filipino friends and none are named **. Anyway, I might as well have gotten a recorded message. I explained the situation that I had never confirmed the deal and had actually logged off. She read me a script and said there was nothing I could do. So I ran crying to my husband, the master debater.
He called, went up the food chain and got the same message with each person so I called Mastercard. I love that company. The agent calmed me down, told me not to worry they would take care of it. Apparently, this happens quite frequently. She deleted the authorization and it never showed on my bill. Lesson learned... Don't bother with Priceline.com customer service, it is nonexistent.
Don't bother with BBB or rather check their website on all companies you've never purchased from before. That was my big mistake AND I should have known better. Do file a report with your state and the federal consumer affairs division. They can't/won't do anything for a few years but it will be on record. You can try writing directly to your state attorney general though that did work for me once with a contractor.
Do contact your credit card company immediately. They can't do anything then but the complaint will be on record. Then call them back in 48 hours, that is when the charge gets authorized. Ask them to remove the authorization and explain why. This too will be on record. Then check your account online if you can. As soon as it appears on your bill call again and make your formal complaint. They will send you papers to be notarized.
DO IT ASAP! The fee will be removed immediately and the review will start. 9 times out of 10, for Priceline.com, they will reject the charge and you will be home free. Do keep a detailed record of who you talk to, date, time, what you said and what they said. You'll need it for your dispute. Send a COPY of that along with your notarized paper to the CC company. Do not use Priceline.com again.
Here is a chronological example of how Priceline customer service treats its customers: I have used your service for the past four years and have booked hundreds of Hotel stays through you. I have been extremely pleased until last night. I booked a room for a friend who needed to stay overnight in Sumter NC. I booked her the highest possible star hotel which was two stars.
She was traveling with her Son age 12 and her daughter age 6. They arrived at the Hotel at about midnight. The area that the Hotel is in is so dangerous that they decided not to stay at all. I'm very surprised and very disappointed with this experience and I wanted you to know.
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.
You have been connected to Ray.
Ray: Hi, Victor ! Thanks for choosing to chat with us today, how may I help you?
Victor : This is for the record:On February 6th 2015, I booked a hotel room at 10am at PriceLine.com. The dates requested were for March 9th to March 11th in London, UK. I then received an email from Priceline confirming a hotel room for February 9th to February 11th. I then contacted Priceline to advise them of the error and requested that PriceLine move the reservation to the same days in March as originally requested.I had no problem with the price. Priceline refused to do this even though I was not challenging the days or the price - just the fact that they had gotten the month wrong. I spoke to a representative as well as a supervisor. Both were adamant that they would do nothing to help. I have therefore placed this transaction in dispute with American Express, and am using this Live Chat as a record.
Victor: The Priceline ref. # is:Priceline Trip Number: 269-582-103-50
Ray: I can certainly check that for you. Please give me a moment to look up your reservation.
Victor: I am still open to my original request to confirm the same booking for March 9 - March 11th providing that Priceline credit the original transaction.
Victor : Did you find the booking?
Ray: Victor, our records show that you had contacted us before regarding this issue. As advised by the previous agent, due to contractual agreements with our travel partner's, we can't change, your reservation, the only option available is to cancel with resubmit due in your contract page you have entered the dates that you have on your reservation.
Victor: I had agreed to do that, however, that you have entailed a penalty charge in excess of 50%.
Ray: Victor, our records indicate that you did not agree to the cancel and resubmit option.
Victor: I said that I would agree to cancel and resubmit if there was no penalty charge. I was told that was not an option.
Ray: That is correct, unfortunately the reservation is restricted and we are not allowed to cancel it or change it after booked, we are making an exception.
Victor : This happened less than an hour of finding out that you had incorrectly confirmed the month. I had booked flights and hotels for parts of the same trip with airlines and hotels and none of them got the dates wrong - just Priceline. I therefore stand by by original proposal to book for March 9th to March 11th in exchange for cancelling the incorrect booking.
Victor : Please advise if this is acceptable or not.
Ray: Victor, if you need, I can email you a copy of your contract page showed to you prior purchase where the dates were confirmed and you accept the dates that were showed to you prior purchase.
Victor L: That does not resolve the matter. I know that I had booked March 9th to March 11th. In fact that was the third attempt to get a hotel with the correct dates. So if you are not prepared to work with me on this, I guess we will have to let American Express Dispute Resolution deal with this, and you will lose a customer.
Ray: Victor, as a consumer, it's at your discretion to contact your credit card company or bank about any transaction. I will document your record that this is what you advised us you will do. We will provide them with any requested information regarding your purchase.
Victor : Thank you. I will provide American Express with a transcript of this conversation.
Ray: Thank you for choosing to chat with us today, Victor, I do apologize if that was not the best resolution. Please chat with us again if you need anything else. Have a good day!
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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!!
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.
SAN ANTONIO, TEXAS -- A friend and I embarked on a trip to San Antonio this past weekend. Prior to leaving, we booked our hotel rooms through Priceline. We had used your website before and trusted it, as well as trusting in a national hotel chain. We booked our rooms (2 rooms with 1 queen sized bed in each) at the Rodeway Inn on W. W. White Road in San Antonio. My first concern was that my debit card was debited for the amount before I had even left Indiana, let alone laid eyes on the hotel room. We drove 1200 miles and 17 hours, arriving in San Antonio around dinner time.
Upon entering the office we were greeted with some unidentifiable foul odor. The desk clerk spoke very little intelligible English. He was unable to answer the questions we had about the hotel or the surrounding area or city. We checked in, received our keys and headed to our room. Upon entering, both rooms were very warm as the air conditioning had been turned completely off. The rooms were unimpressive, but not unbearable at that point.
As we began unpacking and getting around, it became apparent that things were headed downhill. My room (141): The carpet appears unvacuumed. There are black shoe prints on the bathroom floor. There is a small smear of what appears to be blood on the wall by the TV. There is no alarm clock. There is pubic hair all over the toilet, under the seat.
The counter is dirty. The mirror is splattered. There is a lot of hair behind the door in the corner. The tub is very dirty. There is a ring in the tub, about 6 inches from the top. The shower curtain is so moldy and dirty, it is stiff at the bottom (I took a shower with the shower curtain open so as not to come in contact with it).
The bathroom fixtures are grimy. There is a buildup of dirt on things such as light switches and door handles. There were long black hairs on the towels. The bed is poorly made. The linens and pillows have seen better days. There is also an unidentifiable substance dripped down the side of the toilet bowl.
We are unable to connect to the Internet via the advertised high speed. There is a large gap around the door, you can see the light come in around the door. My friends room [NAME REMOVED] : Most of the above, she did have an alarm clock. Plus there was also a crusty white spot on the floor. Upon inspection, it seemed to be vomit. There is also old food in the refrigerator.
Before leaving for dinner, I called the front office about the condition of the room. The manager was abrupt and unwilling to hear me out. Just said "I will take care of it." We stopped by the desk on our way out to pick up a map, and I repeated my complaint. Once again, he was unwilling to hear out the specifics.
Upon returning to my room, I found they had wiped up the footprints and cleared the hair off the toilet. The rest of the items were untouched. I called Comfort hotel's 1-800 number and spoke to a reservations agent there. He offered to move us to another hotel that night, but we were too tired to think about that. We booked 2 nights in a Comfort Inn around the corner and we bunked down for the night.
I hardly slept at all, as my air conditioner started making a strange noise in the night. Also there was an ongoing commotion outside. That morning, I attempted to contact Priceline, I left a message on a voicemail I finally made my way into but my call was never returned. Upon attempting to get the 2 nights credited to my card, the hotel manager stated he was unable to do so. I had to go through Priceline.
This was a frustrating situation, as now I had to pay for ANOTHER hotel room. He was unwilling or unable to tell me who had taken the money out on my card. Upon checking in at the Comfort Inn (Big Improvement) I attempted to contact my bank. Finally they were able to tell me that a company named "Travel Web" was responsible for the funds transfer. I attempted to contact the 1-800 number the bank had for Travel Web, but after 25 minutes on hold, had to give up. I was now $150 short in spending money.
I am extremely disappointed in my entire experience. I am especially disappointed in my inability to get through to a person at either Priceline or Travel Web. I am also disappointed in the fact that the hotel was located in such a bad area. We were 2 single women traveling alone and did not feel safe at this hotel. When I book through a respected company such as Priceline, I expect better. I certainly do not expect the surprises that I received.
This experience definitely put a damper on the vacation, and I was unable to buy the souvenirs I had hoped to purchase due to my funds being tied up. I have contacted Comfort Inn regarding the condition of this hotel, and have plans of contacting the health department, as well. I have told this story to anyone that will listen, and have warned them about booking with Priceline. I want to deal with a company that will take care of me, not leave me high and dry in a scary hotel room. Comfort Inn did more to make the situation right than anyone connected to Priceline.
I will NOT be dealing with Priceline again, and would like to take steps to be reimbursed for the night I stayed there (I feel that if I am in a hotel room that is so bad I can't sleep. The purpose of having a hotel room has been defeated), as well as the two nights I didn't. My friend will be starting her own paper trail regarding her stay.
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.
Unfortunately, I have to agree with all the other negative comments regarding Priceline. We have been traveling for six months now and have used Priceline on many occasions. We have experienced everything that many others have complained about: you get the worst room in the hotel, often by the lift and vending machines, you are not able to specify what beds you would like and hidden charges for parking, etc. are not disclosed. Weighing everything up, we still thought it was worth taking a chance to help save on costs. However, the final straw was when we booked a hotel in Barcelona on name your own price. I bid $90 (plus tax, making a total of $107.86).
I then discovered the hotel we had been given only charged $73 (tax inc) for the same room!! I contacted Priceline and asked if they would be prepared to refund the difference but they aren't. This makes me feel that name your own price is a complete scam! The whole point is to hopefully get a hotel at less than the published price as you are taking a chance on not knowing which hotel you will get.
Priceline advertise that you can make savings of up to 60% on the published price with name your own price and I ended up paying 45% more! Goodness knows how many other times this has happened as we don't normally have reason to check. I am not prepared to pay more than the going rate for a normally sub-standard room. For this reason I will not be using Priceline again and would suggest that others use caution if using name your own price which clearly does not do what it claims to do.