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!!
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!!!
Made a reservation through Priceline.com for the Marriott Hotel in Oklahoma City. On my arrival, I find out that it hasn't been a Marriott for several years. Too late to switch reservations. Also paid extra for a room upgrade. Guess what? No upgrades. The hotel was a very bad experience. Never Priceline again!
IAH, TEXAS -- I am a commuting airline employee based in Houston and frequently use Priceline hotel bidding if I have to stay overnight. On this occasion I bid and received Super 8 at IAH which was listed as an airport hotel but they do not have airport transportation. I don't believe that Priceline should list an airport hotel that does not provide airport pickup. It defeats the purpose of Pricelining if you have to pay for a taxi at an airport hotel. Beware if you are bidding a hotel at IAH it may not provide airport pick-up.
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!!
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.
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.
Stayed at the Shores of Panama in Panama City Beach in January 2016. 3 night stay, $282! Thought well, not too bad. Called the day before my trip to Priceline to see if any other charges would be applied. Was told NO, not once but TWICE! That was the GUARANTEED PRICE! LIES!
Checked in to a rude staff at the Shores of Panama (I do not recommend staying here roaches were in room. Which we took pictures of) I was charged an additional 394 dollars when I checked in! Was livid at this point! Also parking you had to pay for. To use the amenities at the Shores of Panama was 30 DOLLARS A DAY! Just to use the pool! Or even the beach access! Craziness! I called Priceline to try to tell them this was false advertisement and Priceline reps after reps, were rude! Priceline did not inform me of any of the hidden fees! Will never use Priceline again! And will tell everyone and write reviews EVERYWHERE!
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: 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???