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.
NORWALK, CONNECTICUT -- After speaking to a customer service representative at the 1-800 number for Priceline.com I was asked to submit a written letter to their customer service department as they were unable to connect me with a higher manager to field my issue. The following is the letter I submitted which I also posted anywhere the internet would have it. I purchased an airline ticket ** round trip to Los Angeles under the rules and designations set forth by Priceline.com on November 9th for travel the 14th through the 19th. I attempted to book both my car and flight together, however that option was unavailable at time booking. The confirmation email sent to me about my flight had links for automobiles for $19 a day.
The lowest I could book for was $25 dollars a day and after I booked **, I contacted Customer Service via the internet chat option and was given $5 bonus cash towards my next car rental through Priceline.com which I tried to contest via the internet chat but the agent disconnected from me. At the time I begrudgingly accepted the situation and moved on as the $30 did not seem worth fighting over. When I arrived at the airport on the day of my trip the luggage that I brought which previously on other carriers had been acceptable as a carry-on was not accepted and thus I was required to pay an additional $25 each trip.
Please note that I do not blame Priceline.com for this specific situation, I am just pointing out the total monies and inconveniences that were added to my travels. After I arrived in Los Angeles and was taken to the Hertz rental station I discovered a few more inconsistencies in the automobile rental policy. While my flight was booked through Priceline.com for travel back to Chicago at 5:45pm on November 19th, my car was due back at 10:30 am on the same day leaving me approximately a 7 hour wait in the terminal. I realized that this was why I could not purchase the car with the flight and after speaking to the Hertz representative if I returned the car anytime after 10:30am I would be assessed another day's rental at the rate of $40 a day – not the $25 that I had booked it at.
She explained that if I had booked it directly there were things that could be done but no changes could be made through a Priceline.com booking. For a third time now I accepted the situation and moved on with the thought that I would contact customer service to see what could be done. The first call I made was to American Airlines directly to see if a change could be made to my flight. They informed me it could and they had multiple flights flying into Chicago which I could change for an additional $75. I did not make any flight changes and told the associate I would do so after I contacted Customer Service at Priceline.com.
Let me preempt this by stating that I have worked as a customer service representative for many years and as I called in I knew that the initial representative who took my call would not be able to assist me as I was asking for a refund of $75 so I could book the flight to match the car rental timeframe and not waste 7 hours of my day at the airport. While the initial agent followed his script and apologized to me three times without an ounce of empathy he did finally transfer me to his manager ** who listened to my call and stated that there was nothing she could do for me due to the policies Priceline.com set forward. I explained that I understood her position, however, I wished to speak to someone above her as someone in Customer Service should be able to assess a customer's needs.
In my eyes as a consumer I was simply asking for compensation for the difference in time between the time the rental car had to be returned (10:30am) to the time the flight left (5:45pm) both which had been booked through Priceline.com. As someone who would use the service again if the situation was rectified, I was shocked when ** informed me that the only way I could get to anyone higher was to send a letter to 800 Connecticut Ave, Norwalk Connecticut, 06854. I asked her if I could email anyone and was blatantly told, “No.”
Now if I hadn't been a Customer Service representative for the last few years, perhaps I would have left the situation alone, however, I was treated worse that I had ever treated anyone on the phone in all my experience as a Customer Service representative. On my initial call I was just looking for the $75 fee to change my flight to work around the schedule Priceline.com had granted me. I will do as ** had told me to and send this letter to corporate, however I expect very little from that. I am also going to email this letter to the Priceline.com general customer service email on Friday November 22.
Let me be specific in stating that I would never feel the need to take these steps if the manager I spoke to, ** had not abruptly dismissed me and told me to send a letter to corporate. If she had been polite and explained the proper reasoning without leaving an open ended resolution as based on our conversation I may have gone away. However, due to my past experience with customers I do feel the need to push the issue. No response was ever given.
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.
WORLDWIDE -- I kept seeing Priceline.com commercials running as if they were such a popular good standing company so I figured I would give them a try instead of Hotels.com or Expedia which I have used several times in the past. Originally, I was going to just book a room through their so called drastically reduced rates. However, the website kept popping up suggesting that I save 60% by naming my own price. What a joke. I entered $99 for a three star hotel in Anaheim. It came back stating that they couldn't find anything close to that price for that quality (give me a break full price 3 star rooms are $140 average) and suggested that I increase to $119.
Against my own intuition I tried it. So it told me it booked me for a room at the Annabella hotel, after it charged my credit card it would go on to state that it could not tell me what type of room I would be getting but I would have to contact the hotel directly for that. What a shock I end up having to do more work for the so called travel service. I call the Anabella, first occurrence they did not yet have my reservation and suggested I call back the following day. So, as I called the following day, I am told that they had booked me for a single room, and if I wanted to have a double I would in fact have to pay the hotel directly $25 more dollars. Needless to say I was furious, I called Priceline.com customer service, which oddly enough seems to be based in India.
After 3 phone calls and several push and enter options I spoke to a real person. Guess what he was about as helpful as a. From what I could understand he was saying that in the "contract it states that they do not guarantee what type of room." Excuse me, but what the hell am I going to do with a king size bed and 4 people I told him. He went on to say there was nothing they could do. I of course requested a supervisor who offered more of the same pathetic nonsense. While I was on the phone educating him in US profanity I happened to look up the price for the Annabella on Hotels.com.
What do you know there was the room I needed for $139, $5 less than the Priceline.com guaranteed lowest price. I decided to just disconnect the call with the so called supervisor of stupidity and called the hotel direct one more time. I asked to speak to the manager, then and only then was I finally able to get some assistance. Because they have had negative experiences with Priceline.com she understood the problem and assured me she would upgrade me to a room with two beds. Hallelujah, it only took 3 hours out of my Saturday to obtain a rate I could have booked directly through Hotels.com to begin with. Do yourselves a favor do not waste a second of your time or any money on this foolish, deceitful company.