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.
I just purchased a room from Priceline. I also purchased the insurance. As soon as they sent me the confirmation I checked online with the actual hotel. The hotel cost was cheaper than Priceline. I immediately contacted Priceline, within 5 minutes. They claimed it was less, even though I sent them to the actual site. They refused to cancel the reservation nor to honor the insurance. ONE BIG rip off. Now the hotel gets 1/2 the money for the room and I paid for useless insurance and more for the room than I could have if I had wanted to pay for a room of this caliber in the first place.
TEXAS -- Booked a hotel with them. Either, and it is possible, I messed up the date or it got changed and I missed it. Showed up for my hotel a week later than the date. Hotel marked me down as a no-show and didn't have any extra rooms either. Ended up double paying for the trip on hotel. I called Priceline immediately. They never offered any help at all. Just "sorry sir" and "That is all we can do. You agreed to the rate and time." I will never use them again. There was no offering for future perks or anything. So all they have to do is "accidentally" shift your date forward and you will be billed twice. This would be real easy to do on their part.
SIMSBURY, CONNECTICUT -- We booked a hotel and had a family emergency come up within only two hours of booking the room. Called Priceline.com and respectfully explained the situation. Although Priceline representative admitted that they have made many exceptions in the past, representative refused to be flexible in any way.
After suggesting that the company applied their policy in capricious and discriminatory manner, the service representative took on a rude, uncaring and totally arrogant attitude. This outfit has absolutely no respect or compassion for the customer. I will never, ever use Priceline.com again. Buyer beware! Go to someone who genuinely cares about - and values - their customers. Not Priceline.com.
COLORADO -- I made reservations on the Priceline website for a hotel in Montana in September. The reservation was for 4 nights ending on the 15th. Now, I readily admit that I'm not a computer genius, but I am able to navigate a calendar. There was a serious glitch in the website, and I ended up being booked for ONE night (the 14th). No problem, I thought. Easily resolved with a phone call.
So, I do know that ALL call centers are outsourced now, but it only adds to the frustration to try to explain times and destinations to someone for whom English is a second language. I was told by the representative that I needed to make a new reservation on the website, then call back with the trip number, at which point they would cancel the previous reservation. They would NOT fix the reservation on the phone. I did as I was asked, but when I did, the price had gone up by $10 a night, and a $36 fee had been added.
Had this been a result of my mistake, it wouldn't have been an issue, but it was their site that cost me nearly $100. I was told that "hotel rates change, ma'am, and nothing would be done." I said, "But it was your mistake, not mine" and the guy actually said "That's too bad, ma'am" and got me off the phone as fast as he could. Never, ever again will I use this service. EVER.
I booked and paid for 3 days at a hotel in Alabama. When my stay was over, the hotel slid an invoice under my door. The balance was 0 but the price paid was $50 less than what I paid Priceline. Priceline "Best Price Guarantee" is not applicable to customer service because "rack rates are not considered for this claim" and I should have called before check-in.
Obviously I could not call before check-in so the "Best Price Guarantee" is for marketing purposes and not meant to be used for legitimate claims. In my opinion the hotel made a mistake by showing me their price and Priceline gets as much as they can from the customer - guaranteed.
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.
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.
We wanted a certain star hotel because that it was walking distance to the attractions we were visiting. They were lower starred hotels. It does say that when you name your own price they can chose your star or a higher star, however when we originally bid on the higher stars it did not accept our bid. We talked it over and decided there were only 2 hotels at the lower star and both were walking distance so we would try that.
We did and that is when the acceptance came back with our 'upgrade', like they were trying to play hero. I think their website is rigged because it made absolutely no sense. We then saw the new hotel it reserved us for and we did not like it as much and figured we would call and see if they could give us the lower stars.
Their customer service was probably the MOST rude I have EVER dealt within my life. In total I talked to 5 people, none of which actually helped me, but all of which were extremely rude. In fact the last person I spoke with originally gave me the name of ** or **. I document everything so at the end of the call I asked for his name so I could verify which of the two names it was. He then, in a most rude way, said "**".
I pointed out that is not what he said at the beginning and asked for a reference number for the phone call. He told me there is no reference number and that "**" is his name. For someone who spoke broken English and said something different at the beginning I knew he was telling a lie but I didn't reply to it. He then said "well you have no more concerns so goodbye" and hung up on me!
The girl before him hung up on me as well, but that was after I said that the company was a scam and I would be reporting them. This was after they explained to me that there was a way I could switch, but it sounded like a gamble. I would be charged $25 for switched hotels but I would need to use the website and bid again within 24 hours.
I explained that the website only let us bid once in 24 hours so if I don't get it accepted then that is my 1 shot. I never got a straight answer on how to go about doing that and how that worked exactly because once I started asking questions she quickly cut me off. I then asked if we could just switch over the phone and they said that is not possible, only over the internet.
After posting how upset I was on a social networking site I received tons of feedback from people who have had horrible experiences with Priceline.com themselves, with all different issues ranging from hidden fees to booking with the wrong number of beds and rooms.
This company obviously does not care about their customers. When people travel it is supposed to be a good experience and Priceline.com has put a dark cloud on our trip that we have not even taken yet, and have totally ruined other peoples entire trips. We consider ourselves lucky to have only a minor problem with them. We will never use this service again, and I recommend to everyone to look elsewhere when traveling so nobody has to experience what myself and many others have.