SANDUSKY, OHIO -- I had the worst first time experience with Priceline. I reserved a hotel room through Priceline in Sandusky oh close to cedar point for 2 nights. When I arrived at the hotel, the front desk person gave me my room and when I went to the room it was a smoking room. I had asked on my reservation a non smoking room. So I went back to the front desk and they gave me a non smoking room. I got to the room and it had a foul smell but I didn't [want] move again so I stayed there.
So my wife and I went out and when we came back around 10 pm our sink was swarmed with ants. We told the front desk and they just changed us room again at 11 pm. We got to that room and it also had a foul smell and when I turned ac on and closed curtains on top were spider webs and 2 spiders. So after that I was done with that hotel. So I called Priceline to see if they could change me to another hotel. I talked to a guy named ** and he was very rude and not caring.
I told him what happened and he told me he was going to put me on hold and call hotel. When he got back on the phone with me, he said the manager from hotel told him she refunded the money so I had to get my things out and leave. It was past 11 pm! I told him that would be fine but if he could get me another room. He said no he couldn't and the only thing he can do is refund my money and was going to take 1 to 5 business days to be in my account. I told him I didn't have much money to go and get another room. He was rude and didn't care at all to try to accommodate us.
He just kept saying he refunded the money already and I had to get my things out the hotel and that the money will be back on my account on the next day which would've been Friday. He was not helpful at all so I told him I need to talk to a supervisor. He said he was the highest level person I can talk to and there was no one else so I hung up and I called another hotel and I told them what happened and they cut me a break and gave me a good rate for 2 nights. So we used our money for trip to pay for the room we got at other hotel since the guy from Priceline told us the money would be in my account the next day.
So we check my account on Friday and nothing and then we check account on Saturday and nothing. On Saturday afternoon we had to go back home but we didn't have much money left, not even enough for gas. So I called Price Line again and the girl I talked to said the reservation from hotel was never canceled and they had charged for the room. I explained what happened that Thursday night and she also didn't care and didn't believe me and she said she was going to call hotel to see if they could refund money. When she got back on phone with me she said the hotel had refunded money to them and that she was going to refund money to me and was going to take 1 to 5 business days. Which made me upset because apparently the guy I had talked to on Thursday lied about him already refunding the money so he hadn't even process it.
I told the girl that he lied to me and she also didn't care and just said, “Yea I already refunded.” So I got gas to get home and now my account is negative and I'm just waiting to see when will the money show up in my account. But the two people I had talked to from Priceline were rude and not caring and didn't accommodate us on our trip and made things worse and lied on our first time trying them. But, I will never again use them. I will make my reservations through hotel directly.
MARLBOROUGH, MASSACHUSETTS -- Hello - Booked airline ticket from Cochin to New York for my parents from 30th June 2013 to 14 Dec 2013. Everything was fine while booking the tickets. Priceline website charged me $2428.42. I was happy with the ticket price as I got from Priceline which guarantee's best price until I came to know that the same ticket is being sold on Kuwait airways website for $1979.86, that is $448.56 cheaper than Priceline.
When I spoke to customer service person and chat with CSR they all told me to live with it as I got from Priceline. The lessons learned from here is don't believe Priceline price guarantee. The ticket price on Priceline is still $2490. But 10 days before the travel date the price on Kuwait airways is way cheaper than Priceline. Would request everyone to be extra cautious before buying anything from Priceline. Please double check on all other websites else you will also fall in the same trap as me and pay extra for believing Priceline!!!
KANSAS, KANSAS -- After hours in their system trying to delete "my trips" history and calling 3 or 4 different numbers trying to speak with an actual person, all I got was automated service, and after I noticed they have charged me over $1200.00 and when I checked the charged, how convenient, now all of a sudden I have a number where I could reach Customer Service and when they declined to assist me and cancel and credit my account , Jane employee at Customer Relations, sounded like a recording, "I am sorry I wish could have other offers but cannot cancel or credit your account as you review the purchase prior to pay” (1st lie as we could never review before their site charged me).
And after 2 hrs trying to make her reason, she says she is the higher authority and can't transfer me to a higher authority, but couldn't make a good customer service by helping me. She to the contrary, when I mentioned other airlines, she says and I recalled "I CAN CANCEL YOUR RESERVATION AND YOU CAN TRY TO BUY THAT FLIGHT WITH US BUT THERE IS GOING TO BE A CANCELLATION FEE OF $152.00 per ticket and a CHANGE FEE." Wow and I thought they could not cancel or credit my account, but of course as long as is for their advantage, now they can.
Not only that while trying to make her to reason, she attempted to hung up an me and my husband many times. Simply, Priceline has no ethics or professionalism, and their employee are just recording machines with no leadership, or initiative to take actions into matters. No wonder their reviews are horrible. Listen to me and to all the others that have troubles with Priceline in the past, I should have make a review search before got into their site.
TEMECULA, CALIFORNIA -- As you can see on BBB.Org there has been 2936 complaints against Priceline and that's just one site! You can see just how many complaints there are on the "ripoff report". You may ask yourself why is there so many complaints against a company that is service based? First of all, I can truly say "they do not care about me as a customer" and apparently they don't care about 1000's of others!
I have had an issue that I've been trying to resolve for 2 days, multiple calls & emails. It has to do with star ratings & you can see 1000's of other customers have had similar complaints. I won't go into huge detail, other than I booked a 4 star hotel & when I won my bid I did further research on the property. I found trip advisor & Expedia both had it at 3 1/2 stars, 4 other travel web sites had it as low as a 3 star hotel. This upsets me greatly!
The 2 leading travel authorities show it as 3 1/2 & 4 other sites show it as 3, there is a major problem! My interactions with customer service is by far the worst I have ever experienced! They just don't care about you as a customer. Even after I sent them all the documentation on the property, they still refused to do the right thing!
When I told them I write travel reviews & will be writing a review a day for the next 7 days, I was told go ahead. It is sad in today economy all we want is what is fair & right, they just don't care about you as a customer! They would rather have you angry & upset, than do the right thing & have a satisfy customer! I just don't get their rudeness! All I can say 1000's of consumers can't be wrong, do not use Priceline.Com! You been warned!!!
We recently booked a vacation package through Priceline: Hotel, Airline, and Rental Car. You see the price for the package and you think it is a wonderful deal. Well, THINK AGAIN! There are many, many, many (did I say “many”?) small hidden fees and other extra charges that are not even disclosure while booking. Unfortunately, you will find out about the extra charges the hard way after you have already paid/booked the deal.
Although our package said “all taxes and fees included”, we ended up paying more at the end of our vacation than if we would have booked everything separately and with the companies directly. The airline charged extra for some fees (not the bags, just to clarify) they said Priceline does not cover. The hotel charged us an extra 28% “service fee” per day that they also said Priceline does not cover. And finally, Priceline charged 4 days of rental car just because the drop-off time was booked 15 MINUTES after pick up time (pick up time was scheduled for 2pm and drop-off was scheduled for 2:15pm).
The Rental car company (Avis) has a policy of 1 hour break or they charge for the extra hour after it (NOT THE ENTIRE DAY). We dropped the car at 2:03 pm and Avis gave us a receipt confirming the deal was a 3-days rental car… BUT Priceline did not want to make any refund for the extra day they charged for 15 minutes (even though Avis allows an extra hour at drop-off AND we returned the car at 2:03pm AND charges in Avis are per extra hour and not per day).
None of the companies involved in the package will help you to solve any issues if the deal is booked through Priceline. They pretty much wash their hands and send you back to call Priceline. Customer service at Priceline is extremely poor. Representatives barely speak English and all they say is “no refunds”. Make sure you research before booking with PRICELINE, it is not a good deal after all.
SAN DIEGO, TEXAS -- I WILL NEVER IN MY LIFE BOOK WITH PRICELINE AGAIN!! My name is **, I am writing you today to let you know how FRUSTRATED I am with Priceline and how you handle your customers! I was in San Diego for a getaway and tried to book a room with your company but in the process I didn't realize what time it was and just wanted to go to sleep because I had been up very early at a blood drive prior to going to California. So my intention was to get a room for that instant but they did it for later that day and check in was at 3! That's NOT what I needed and asked for!
So, Immediately I called to let them know there was a mistake, but it took 30 min on hold to even speak to someone!! By the time I had reached an agent I had drove to the Hotel to see if I could explain the situation to them but it said NO VACANCY on the door. I explained what had happened and to your agent in which they explained that there was nothing they could do, this reservation was non changeable or refundable! As exhausted as I was, I got angry because all I wanted to do was go to sleep!
I asked to speak to a supervisor and they sent me to customer escalation department and YES I got mad again because she would NOT help me!! All I wanted to do was lay my head down and go to bed so, yes I was livid when I couldn't get help from anyone!
I had to sleep in my car for a few hours because I was exhausted and I couldn't afford to get another room, then drive 5 hours at 4am back to my house to go to sleep when this whole thing started at around midnight!! I have never been treated so unfairly with a company as I had with Priceline! It is beyond unfair for anyone going through this situation and hope this is not how you do business!
Sad to say, I wrote this letter to Priceline because they would not let me speak to a supervisor and when they responded to my letter they apologized but there was nothing they could do once I agreed to the booking. This is the Biggest BS and I refuse to be treated like this. So Everyone beware of Priceline. Also, I'm out $100 that they gladly kept!!
HONOLULU, HAWAII -- Because of them I am missing my grandfathers funeral tomorrow!!! If negative stars were allowed I would rate them that! I had to make an emergency flight to visit my grandfather who fell ill. I bought the flight and rental car package for $1200. Sadly my grandfather passed away while I was visiting him. First I called the airline telling them my situation. They were more than willing to help me change my flight and at a very low price due to the circumstances. They however could not change the booking due to Priceline being the "travel agent."
I called Priceline to ask if I could change my flight for only 3 days later, told them that the airline was alright with it. Priceline's answer was "NO, it is against our policy to change a non-refundable/changeable ticket." Usually I would understand but this was a death in the family, not an extended vacation.
I kept asking to speak to someone higher up and was told that managers don't speak with customers over the phone but that I could mail them... not email, Snail mail! Eventually I got them to fold and give me a corporate number and called them. Shockingly I had to leave a message. No call back but a email explaining that it was the airlines fault! Which it was not. It could not be changed unless Priceline would allow it. At one point I asked one of the awful customer service agents if it was her grandfather's funeral would Priceline change it for her?!? Her answer was that my question was irrelevant. How dare she!
I was eventually told I could have a "partial" refund, which from what I've read here I most likely would never see and that I could purchase another ticket home. The only one I could find was $1000. I don't have another grand to throw around! Unfortunately I could be just stuck in Iowa without a flight home to Hawaii. I had to get on the original fight home. Horrible company and I will make sure to bad mouth them as much as I can!
BOSTON, CONNECTICUT -- BUYER BEWARE. Usually I Name my own Price through Priceline. This is great if you do not have specific needs such as a particular type of room. They only guarantee accommodations for 2. Recently I made reservations with their "negotiated" rates because I did have a specific need for two double beds. I chose the Tremont St Courtyard and chose between a room available with two double beds and another which was a king size bed. I booked the room type I needed.
Upon arrival, I found I had been booked in a king size room. I explained to the hotel staff I had reserved the double bed room. They explained Priceline books the most common room in the hotel which in this case was a king size bed. I was offered a double bed room at an additional cost of $35 per night plus taxes and fees. My $101 room ended up costing me $160. I called Priceline for assistance. At first they told me my reservation confirmation should say there are no guarantees. I explained I understood this BUT I had specifically reserved the way I did and the room I did because that was what I needed.
I countered they should not offer a choice if one does not exist. She then explained when I name my own price... I again pointed out I DID NOT name my own price. She said my receipt should say I did. I explained it did not. She then said if I had extra people I needed to pay the extra fee. I pointed out I still only have two people we just did not want to share a bed. (She seemed to be drawing at straws to find a way this was my fault). She then offered to call the hotel and speak to them. She got back on the line to tell me they said they gave me a double bed room. I confirmed they had, for the additional fee. (Was she just not listening to me?)
She said she was sure they would not be charging me but would call back to confirm, if I would like. When she returned to the line, she explained they had indeed charged me and she could do nothing about this. Thank you Priceline. This was a complete bait and switch tactic. I blame Marriott for the bad business practice and Priceline for doing business with them and not advocating for their customers to ensure their deals are honest, transparent and accurate. Marriott's bad practice reflects on Priceline. I can't do business with a company if I cannot trust I am going to get exactly what I purchased. This is regardless of whose fault it is.
After trying to book a trip for my upcoming fiftieth birthday with Priceline, I wound up with no vacation, an overdrawn bank account, and the desire to celebrate my milestone buried in a vat of Chunky Monkey and my own tears. My dear husband suggested Anguilla, a place to which neither of us has been and which boasts one of the best beaches if not the best beach in the world. Great! After checking several travel sites, Priceline offered the lowest price for a combined flight and hotel package at a resort that sounded great.
Excited, we transferred money into our debit account, and pushed the "Book Now" button. The little dots swirled 'round and 'round for a while, until we were informed that our request could not immediately be processed and that we would have to wait, press the "check status" button after several minutes, and then perhaps place a call. Well, the "status" turned out to be "No dice, losers" because the hotel we had chosen from the list of those advertised as available, did not in fact have the room category we selected. This was told to us by a perfectly polite and responsive representative.
She then informed us that we could try to upgrade to a better room. My husband, being the dear he is, readily agreed so that we could get the party started. Unfortunately, after several more minutes of being on hold, we were informed that the upgraded rooms were unavailable as well and that basically it was too bad, so sad for us -- which was made badder and sadder by the fact that Priceline had no problem authorizing our poor little debit card for pretty much double the amount that we'd earmarked for our trip -- which resulted in additional pending overdraft fees.
Dumb-dumb us decided to do all this on a Friday afternoon, meaning that all those holds won't drop off until Monday at the earliest. It's going to be a peanut butter 'n' jelly kind of weekend, I guess. No one was rude to us -- in fact they were very polite, the way robots are when they keep repeating the same responses no matter how you try to phrase or re-phrase your grievances.
The upshot: They don't bother confirming the availability of the packages that they advertise as available until after they charge your card. And then they have the gall to "upgrade" you and then charge you a second time for yet another unavailable deal. Their pitchman, William Shatner, "died" in a bus crash in one of their ads. Which is entirely appropriate; if you want to get thrown under the bus in the name of false advertising, Priceline will happily do it for you.
I had a very bad experience with Priceline.com and I am not going to use this website again. I was travelling to Europe for three weeks and I rented a car through Priceline.com from the Berlin airport about 3 months in advance. At the time I made my purchase, their price was about 2 Dollars per day cheaper than other websites and I would save almost 50 Dollars by booking with them and so I went ahead and did so. When I went to pick up my car, I was told by the car rental company that the car I booked (economy) is not available and I was instead offered a similar car (compact) at 20 dollars per day more expensive. This now meant that I had to pay more than 400 Dollars extra.
I called Priceline and explained what was going on and I was told that they were not responsible for guaranteeing the availability of the vehicles and when I asked them why do they ask for my credit card information to confirm my reservation, the customer service agent told me that he can proceed and cancel my reservation without charging my card!!
Long story short, I not only had a very bad start of my trip, but also ended up paying 380 Dollars more than what I would have normally paid had I used a different website to arrange my car rental. All I can say is that Priceline.com is not conducting business honestly. What is the point of quoting a price to the customer and then confirming his reservation after getting his credit card details when you simply won't accept any responsibility and won't guarantee the reservation. How is that even reservation. To me it sounds more like a trap.
They simply quote you a cheap price and if you are lucky and get it, they earn their commission and if you don't get it, you are the one who is screwed and Priceline will not accept any responsibility and who knows, maybe they still get paid.. I would say stay away.