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???
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.
BOSTON, MASSACHUSETTS -- I booked a hotel room through Priceline at 7 pm. 10 min later I no longer needed the room so I called Priceline to cancel. Well, it seems their "policy" does not allow for reimbursements even though the booking was done 10 minutes before. Their solution was to call the hotel directly because they still get charged for booking the hotel. So I hung up and called the hotel and was told they can NOT reimburse me because it was after 4 pm and that they will have to charge me. I tried to reason with them and the best offer I got was to call and speak to the manager.
Well as it turns out the manager was ONLY willing to reimburse me for half of the booking because she claimed Priceline still will want to be paid for the booking. HMMM so someone here is NOT telling the truth as to who can reimburse me. Priceline claims they cannot reimburse me because the hotel will charge them regardless. The hotel claims they cannot reimburse me because Priceline will charge me.
Does anyone else see a problem with these third party companies? I would say be very wary of what your booking and read all the small font disclaimers. All in all I think this is very bad business if I the customer am left in the middle with absolutely no one to turn to to get this resolved.
I was booking a hotel for a weekend getaway and decided to try Priceline Name Your Own Price since it claims you save up to 60%. Unfortunately the price I paid is $26 higher than the published price on the hotel website. The rate was available to all sorts of groups to include any type of government employee (state, federal, military) - AAA, CAA, AARP.
I called Priceline Customer Service and even had it escalated to Customer Relations and after 27 minutes on hold and in conversation, all I was told twice was that their best price guarantee is based on a discount off the full price, not in comparison to any discounted rate, published price or even compared to other sites. There is NO guarantee it is the best price, and it is not refundable, no credit can be offered and there is nothing you can do about it. I could have saved myself money and time and just booked the hotel on the hotel site, and it would be changeable, cancellable and they'd refund the difference if the price dropped.
Bottom line: clearly there are better prices and much better customer service approaches out there. I will never use Priceline again, and suggest that anyone who is eligible for a student, military, government, AAA, AARP, CCA or loyalty program price should avoid using Priceline.com. They are not giving you a deal, so use another site to book or find a hotel you like and then book with the hotel directly.
I bid on a car and hotel for California. I could not go for good reasons last minute. I called Priceline and was told the reservations were non transferable non refundable. I knew this however, I had no control over not being able to go. Priceline keeps the money I paid. This is how they make money NOT on the commissions from rentals, etc. The hotel does not charge Priceline if the rooms are not occupied. They have the right to charge but they most likely don't.
I spoke to Priceline even the executive office and they refuse to do anything. Do Not Use Priceline unless you are prepared to lose lots of $$$$ if you cannot travel. This is unfair business practice. I would rather spend a few more $$ and book directly with car rental and hotels where I will get a full refund if not used. I will be using all social media to let the public know that they will be ripped off by Priceline if they have to cancel.