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Terrible Hotel, High Rate Through Priceline, NO Customer Service!
Posted by Scw34 on 12/16/2013
NORWALK, CONNECTICUT -- I booked a hotel through Priceline. The rate seemed pretty low (~$75/night), but the hotel was really, really bad (e.g., hairs in the bathtub when I got to the room), so that makes sense. However, the price I paid Priceline for 4 nights stay was $80 more than what was printed on my receipt from the hotel. I was traveling for a work related meeting and need the hotel receipt to get reimbursed.
So, I called Priceline, told them the situation and expected that they would reimburse me the difference. To my surprise the customer service representative said the hotel made a mistake and what I see on my receipt is price that Priceline paid the hotel for my stay (~$55/night). I informed the customer service representative of my dilemma in getting reimbursed using a receipt which claims I paid less than my credit card was charged. He seemed not to care at all and said he'd call the hotel so they don't make the same mistake again. When I asked how that would help me, he didn't have an answer, but he did wish me a nice day.
Priceline clearly doesn't care about it's customers. I guess it's a service they expect people will use once. The company will take what they can, and then hope some other sucker will use the service. I travel quite a bit and have used Travelocity and Orbitz without much problem. The one time I remember having an issue with Orbitz, the customer service took care of the problem and credited my account. Lesson learned: I will NEVER use Priceline.com again!
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Charges Added by Hotel for 'Amenities'
Posted by Hleihel on 12/10/2013
LA CROSSE, MISSOURI -- First, over the past 18 months Priceline's hotel ratings have deteriorated. ***1/2 hotels are closer to **. Best Western Plus is definitely NOT more than ** hotel.

Priceline list under their amenities 'pets allowed' but do not inform you that this is NOT an amenity since we were charged $45 for the cat. When I phoned to inquire, got Priceline Filipina robots who were 'sorry' but couldn't do anything but read from a script.
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Absolutely THE WORST EVER....
Posted by Jbparrott83 on 12/06/2013
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 9:00pm, as I was explaining the circumstances she told me I would need to speak with the manager who would be in at 11:00pm. My flight was scheduled to leave the Phoenix airport at 8:00am, which meant I needed to be up at 4:00am in order to have to 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 and resolve the issue. I was told my 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.
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Posted by Soaring Consumer on 2013-12-09:
Dispute the charges with your credit card company for services not provided as agreed.
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Thank You for Nothing!
Posted by Arnie.franks on 11/27/2013
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 (202-048-470-10) 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 conformation e-mail 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(211-185-482-62), 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 days 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 though 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 Celine(#85111813) 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 customers 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 Celine 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 Celine had told me to and send this letter to corporate, however I expect very little from that. I am also going to e-mail this letter to the Priceline.com general customer service e-mail 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, Celine(85111813) 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.

I look forward to your response,

No response was ever given.
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Posted by Paul on 2013-11-30:
Yet another example of the pitfalls of using a site like PL. Booking directly is the way to go for my money.

I sympathize with the complaint writer's predicament, but once you make your reservations with these bargain basement places, you are toast. I am not surprised PL would not refund anything.
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Priceline.com Gone Wrong!
Posted by Bobtink2 on 11/20/2013
BUFFALO, NEW YORK -- I booked a car rental thru Priceline.com and my bid was accepted! $35 for a one day car rental. I thought- GREAT deal. Not the case. The sleepy or hung over clerk at Price line sent the reservation to Avis Car Rental for a 24 hour rental instead of my 12 hour rental. When I dropped off the car, the check in guy printed me out a receipt for $353. They said "Because you are dropping the car off early it negates the original contract and defaults to the MAXIMUM allowable per day......" What the @#$!*@#.

I went in to the office there and discussed my problem with the manager of Avis rental and he was very helpful. My online reservation from Priceline was correct. When they emailed it over to Avis it was wrong. Now I am fighting trying to get my money back!!! What a PITA. Never again.
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Posted by Soaring Consumer on 2013-11-20:
Dispute the charges with your credit card company.
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Bait and Switched
Posted by Cathrineclock on 11/17/2013
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 beause 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 Pricelne 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 Pricline 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.
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Deceptive Service
Posted by Cspears283 on 11/15/2013
I was given a motel in an adjoining city instead of the one I selected: Priceline refused to correct the error; I lost all my money
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Don't Try Their Customer Service - There Is None
Posted by Loring.chien on 11/13/2013
KINGWOOD, TEXAS -- Don't use Priceline for anything but getting a low price and don't expect them to stand behind it. I'd used them a couple of times and got reasonable accommodations. This last time they gave me what appeared to be a dubious hotel - some travel sites had low reviews. I wanted to find out what constituted a 3-star, and what they would do for me if I was unhappy.

First I called the 1-800 customer service number and after entering my travel conf no. I was given a menu. the first three options were to retrieve info, dates, etc for my reservation. Option 4 was other and I expected a person. Instead I got a terse message that said my reservation was non-cancellable and non-refundable. Then it said press (some key) to return to the menu. Stunned, I hesitated for a few seconds and the automated machine HUNG UP ON ME.

I tried the chat line. There was a representative who typed how she'd like to help me but my reservation was non-cancellable and non-refundable. Then she cut me off and ended the chat.

In the end the room was not all that terrible (but I don't think 3-star) but what really turned me off was how they just dumped me when I tried to get some help. I've sworn off Priceline.
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Posted by Pete on 2013-11-14:
This is the big downside of using a 3rd party vendor - any change to your reservation. If you had booked directly with the hotel you have a lot more leeway in getting changes done correctly. Why don't you check directly with the hotel and see what their rate is and compare than against your 'discount' rate from Priceline.
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Customer Service Is Horrible
Posted by Elizabethhallking on 11/09/2013
Called in regards to a client's merchant card being denied at check in from night before and after 14 tries between me and my coworker I finally got someone on the phone that was rude, overbearing, not very good English (what a surprise) and idiotic on top of it.

They have ripped this client off for a little over $5 and although it may not be much it was an expense that she had already paid Priceline for and now is having to pay again. They asked to speak to my supervisor after I asked to speak to her's and with pleasure told her there was no one here but me.

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No 'Special Price' Hotel Closed
Posted by Nasa on 11/07/2013
PRICELINE.COM, NEW YORK -- Reserved a room at a 'special rate' of 127 Euros at a small hotel in Chalon sur Saone, France, through Priceline.com. Got to the hotel in the rain, doors locked, no one on the property!

After waiting 20-25 minutes and no hotel staff, called Priceline who advised the hotel would charge me if I went to another hotel! The supervisor was NOT an advocate, polite but clueless. Oh, the Priceline advertised 'special rate' of 127 EU was the same price posted on the hotel door.

I alerted my credit card company to deny any charges from the hotel and/or Priceline. Walked a few blocks and found a great Best Western (3 star). I would not recommend Priceline.com to anyone.
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