CT, CONNECTICUT -- I purchase some discounted car rental and hotel via Priceline; the worst mistake of my life. I have used their service in the past and did not have issues; this was several years in the past. However, it appears the company has changed since growing to a huge cash cow and no longer provides good customer service or resolutions. I called their customer service office and spoke to three separate people they were no help; So, I asked to speak to a supervisor and I was told I can't – since they don't handle issues.
I googled their corporate email addresses and made a complaint about the issue to their corporate offices and senior executives. No one contacted me to assist in any way. I sent my complaint to several senior personnel and not one person responded nor did they have anyone else contact me to resolve. This was a clear demonstration of how disposable customers are to a large corporation. They no longer serve people and deliver service; rather they serve Wall Street and deliver profits at all cost.
It has been 3 months and still no one has reached out to resolve. This alone speaks volume of the attitude. I will continue to press the issue and send my negative post to senior executives to view and I recommend you all do the same. I will never use their service again, will never recommend Priceline to anyone I know. I have used in the past but never again. People, take your business elsewhere. A penny saved will only bring you a huge headache - Just do a search and see the volume of complaints.
PHOENIX, ARIZONA -- As an employee of Bank of America, I was referred to Priceline by our employee perks webpage. Little did I know of the disaster that awaited me in Phoenix, AZ. My husband and I booked a 2-bedroom suite at the Phoenix Place Hotel and Suites for our final night in Arizona. We had requested such accommodations due to traveling with my elderly in-laws who require constant assistance. Upon arriving at the hotel I was given my room assignment (Room 554).
After entering a small 1-bedroom accommodation I immediately contacted the front desk and informed them that I was clearly given the wrong room. The concierge informed me that the hotel did not have the 2-bedroom suite that I booked through Priceline.com. I then showed her my confirmation that was emailed to me describing the accommodations I had booked. My arrival time at the hotel was 9:00 pm, as I was explaining the circumstances she told me I would need to speak with the manager who would be in at 11:00 pm. My flight was scheduled to leave the Phoenix airport at 8:00 am, which meant I needed to be up at 4:00 am in order to have to return my rental car and check in at the airport.
The manager arrived for her shift as scheduled at 11:00 pm. I once again described the situation to her and she informed me there was nothing she could do to refund me the money I had already paid for the room I was not going to be placed in (no such room existed). By this time it is after midnight and 4 hours from the time I was to be up. I was given a 2 queen bed room in which one bed was completely broken from the base. Upon getting "settled" in the room I called Priceline.com to try to resolve the issue.
I was told by the customer service representative that I was clearly not given the accommodations that I had booked and that he could see why I would be upset. With that being said he merely offered me a 20% break on the room I had already paid for. My original total was $166.00, so a 20% discount would be $33.20. The normal price for a 2 queen bed room with prior payment is $85.00 plus tax, so for discussion purposes let's call it $100.00. Why would I pay $132.80 for a room that is worth $100.00. Not to mention that none of this compensated me for the extreme headache and stress this situation has caused.
I expect a full refund for the reservation I made considering I was not given what I was promised nor what I paid for. The 20% discount that has been offered is completely unacceptable. I would like a call from a reservations manager as soon as possible to have this issue resolved and to have a full refund credited back to my account. This is the email I sent to Priceline explaining the issue I experienced. The next time I called them they said they were no longer offering the 20% discount and they had finished their investigation and were not refunding me a dime and for me to have a nice day.
NOLINE, CALIFORNIA -- I purchased two air tickets from Priceline.com departing from Hong Kong airport to San Diego international airport on June 12 for my parents. They arrive 3 hours in advance to Hong Kong airport to check in. Cathay airline checked in their luggage and let them wait. 1 hour later, my parents were told they cannot board the Japanese airline because they do not have Japanese visa which we have never been notified to get.
My parents have all the other documents required to aboard the international flight. They are Chinese citizen with US green card. I have contacted Priceline.com four times and Japanese airline two times from June 13 to June 18. I ask them if they can extend these two air tickets for a year, I was told that Japanese airline said no. They only allow to extend to June 13, 2014.
When I contacted Japanese airline, they told me it has nothing to do with them anymore, any dispute should be solved with Priceline.com. The Priceline.com failed to inform us to acquire Japanese visa, as a result, my parents cannot board Japanese airline.
I booked a 5 night trip through Priceline at the Atlantis resort (Bahamas). Priceline advertised complimentary breakfast -- a lie, outright. Atlantis did not offer that (which by the way, is otherwise a wonderful stay). Secondly, about a week before our trip, our flight was bumped a day sooner, giving us an extra night without a room because Priceline refused to accommodate in any way. We would've slept on the streets or inside the airport if we didn't manage to find a smaller room at another hotel at the last minute.
Priceline wouldn't even help find another place, let alone get us an extra night at Atlantis. Thirdly, hotel utility fees are not included in their advertised price and they play ignorant in letting you know how much those are, in advance. Overall shady, and misleading. The breakfast part I mentioned is a small ordeal but still an outright lie and false advertising by Priceline.
I will NEVER use Priceline again to book another flight. Price match guarantee... yea right. I found a cheaper flight and I called to get them to match it and they said "Sorry. You're out of your date range." I said "excuse me" and they said "Yea sorry. You have to find it within 24 hours." I lost it because NOWHERE on their website or when your booking or the information about price match guarantee for flights does it say you have to do it within 24 hours. I hope everyone stops using them and I will be writing more reviews so everyone sees just how much of a sleazeball company they are.
DAYTONA BEACH, FLORIDA -- My daughter was stranded in Daytona Beach Fla and I rented her a car which I thought was cheaper than Greyhound since the bus service wanted $176.00. I only needed a car for 1 day. I went to Priceline website and purchased a rental from Hertz for $9.99/day. I also bought insurance for $22.00. My daughter went to the Airport to pick up car (cab fare $20.00) and Hertz said, "I am sorry, but you must have a credit card or you will have to get money back from Priceline." No refunds. HAHA!
I put in for Avis, everything seemed copacetic and she got home. The next day she took the car back in Tennessee. Avis charged her $500.00 because she returned car out of state because Priceline said not one way. I put one way in and all info on return place of business.
I called customer service at Priceline to say you were restricted and we pick car and place not you so it's your problem. Now I owe $300.00 more to Avis because of Priceline. OMG!! This company has to be held responsible. Has anyone held them responsible? Write back to me and tell me what I can do to get my money back. I am 61 y/o today and on a pension. Can't afford this. Please help me. I have 3 itineraries to prove this and my card statements.
COLORADO -- We booked a trip to Vegas for memorial day weekend. We thought we found a great deal. When we tried to book it the price went up $100. We called and they got us a similar deal... fabulous? No. We made sure that the flight included baggage fees. We specifically asked if it included a carry on item per person. They said yes. We confirmed again saying "We looked on Frontier airlines website and it says $25 per carry on" and the representative specifically said, "Yes this price includes carry on."
We called back when we got the confirmation email because we noticed one of our passenger's names was spelled wrong. They told us we needed to call Frontier so we did and they confirmed the $25 baggage fees. We called Priceline back and said they will do research and get back to us. We have gotten the runaround and have spoken to 10 different people. They refuse to fix their mistake so now the trip is going to cost us another $200 in baggage fees. So much for great prices. Will NEVER use Priceline again! Be warned... horrible customer service.
HUDSONVILLE, MICHIGAN -- I booked a 2-night stay at a hotel through Priceline. I booked for one amount and when I checked out, my receipt showed my charge as being $30 less. When I called to get a refund for the difference in pricing, I was just told that there were "no options" available for a refund or a credit of any kind even though it was a mistake that they had made. I spoke to a "supervisor" who also told me there were absolutely "no options" and they were "sorry" but there was nothing they could do. I've used them several times in the past but this was the last time. I refuse to do business with a company that will not even attempt to make things right when they make mistakes.
SEVEN HILLS, OHIO -- Didn't even want to give them any kind of star, but we had too!! Customer service is terrible, their exceptions and rules are misleading, vague and totally unrealistic. When you talk to one person then talk to another, everyone gives you totally different answers. The insurance is a SCAM. They lead you to believe that what you need is what the policy is, even if it is not.
When asked to speak to a supervisor they argued about that then they said they will put us on hold, but it won't make a difference. Then we hung up after two hours and no one even answered. They don't care they are a big business if they lose one person they think, heck there are two other suckers to take their place. All they care about is money NOT customer service!!!
We have been using Priceline for years and never had a problem. But the 1st time we actually needed to speak to a live person because of an issue that needed addressed - nobody will call or e-mail us back! We've been trying to reach someone now for 5 days and it's complete silence on the other end! Now I'm reading other reviews of others needing refunds and Priceline blowing them off. So as long as everything goes perfectly with your travel plans (which of course you can't tell the future), then great. But don't expect any acknowledgement if you need anything or have any issues.