Priceline Complaint - Double Billed by Priceline - no resolution
We booked a hotel room in Lubbock, TX through Priceline. The hotel did not receive the confirmation from Priceline either before we arrived or before we checked out. We were charged twice for the room. We contacted Priceline - not easy and generally not helpful. Priceline promised to follow-up but did not. Interestingly the hotel rate from the hotel (they said it was their standard rate was 20% lower than Priceline's "name your own price and save up to 50%" - that is less than half the Priceline standard rate! The message is to call the hotel first before booking on Priceline - the guarantee is against the published Internet price. The promise of Priceline is attractive and it's potentially a convenient way to book travel (I've booked hotels as well a rental cars) but it's a hassle not worth the benefit if something goes wrong. FYI: I have had a number of problems - not the quality car promised - with rental car bookings through Priceline so don't use that service any longer. BEWARE that Priceline is not as it promotes itself. You may well pay more and if something goes wrong their is no way to get the problem resolved. I finally reached a Rep who took resolving the issue seriously. I've been told that the hotel will issue a refund - not the best result but an OK compromise. Priceline simply does not acknowledge that they put customer's through an unnecessary hassle. I read a post that they act from a script the key point of which is "it's not Priceline's fault". My experience confirms this impression. I think that in the interest of being Internet efficient Priceline has forgotten that they have real flesh and blood customers. Without the extremely skilled Rep I got the SECOND time, this would be a big continuing irritation. Still I will reduce my bookings from Priceline from 60 plus nights per year to perhaps zero because I am concerned about the lack of attention to the customer. Seems like a bad business decision on the part of Priceline to knowingly chase away a frequent customer. The savings are not big enough nor sufficiently assured to justify continuing to book through Priceline (after all I paid 20% too much this time). If someyhing goes wrong with the booking, it eats up any possible savings for 10 bookings and Priceline will hide behind the mantra that "it isn't their fault!"
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