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.
NASHVILLE, TENNESSEE -- I just returned from a 9 day trip. I stayed the first 3 nights at Music Road Inn in Pigeon Forge, TN for a conference related to my job. This was not booked by Priceline. I did use Priceline to rent a car from Hertz. I chose to pay the extra for full coverage insurance for the 9 days. After the 3 day conference, my Fiance and I drove to Reidsville, NC to visit the site of her ancestors and speak with her relatives.
We went online before we left the conference and reserved a room in the area for two nights. When we arrived to check in, we first asked how much a room would be for 2 nights. They told us the exact same amount Priceline said. I then asked about discounts for Disabled Veterans. They gave me a rate that was considerably better than Priceline. After that, we just looked up the rate on Priceline but did not reserve it. When we walked in and asked for their cheapest rate, it was less than Priceline. While on this trip we received notice from home that my Fiance's 73 year old brother had been rushed to the hospital.
We cut our trip short and returned home early. I called Hertz and asked if I turned in the car early would we be refunded the last 2 days. They said yes. When I took the car back they refunded the 2 days plus an additional discount. I called Priceline, who I paid the full coverage insurance fee to, and asked about them refunding the 2 days I didn't use. The cost for this coverage was $11 per day for 9 days, or $99.
The refund would only have been $22. Since the lady told me she had no way to authorize the refund, I asked to speak to someone who might have a way. She connected me to a man who said he could not refund the $22. He asked what the emergency was and I explained. He repeated, he could not refund the $22. This was my first experience with Priceline. I don't know what the rental would have been on the car without them. I do know that all the rooms we stayed in were cheaper without Priceline. I also know that $22 in not much to lose a future customer over.
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.
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.