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StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

You have been connected to Ray.
Ray: Hi, Victor ! Thanks for choosing to chat with us today, how may I help you?
Victor : This is for the record:On February 6th 2015, I booked a hotel room at 10am at PriceLine.com. The dates requested were for March 9th to March 11th in London, UK. I then received an email from Priceline confirming a hotel room for February 9th to February 11th. I then contacted Priceline to advise them of the error and requested that PriceLine move the reservation to the same days in March as originally requested.I had no problem with the price. Priceline refused to do this even though I was not challenging the days or the price - just the fact that they had gotten the month wrong. I spoke to a representative as well as a supervisor. Both were adamant that they would do nothing to help. I have therefore placed this transaction in dispute with American Express, and am using this Live Chat as a record.
Victor: The Priceline ref. # is:Priceline Trip Number: 269-582-103-50

Ray: I can certainly check that for you. Please give me a moment to look up your reservation.
Victor: I am still open to my original request to confirm the same booking for March 9 - March 11th providing that Priceline credit the original transaction.
Victor : Did you find the booking?
Ray: Victor, our records show that you had contacted us before regarding this issue. As advised by the previous agent, due to contractual agreements with our travel partner's, we can't change, your reservation, the only option available is to cancel with resubmit due in your contract page you have entered the dates that you have on your reservation.
Victor: I had agreed to do that, however, that you have entailed a penalty charge in excess of 50%.
Ray: Victor, our records indicate that you did not agree to the cancel and resubmit option.
Victor: I said that I would agree to cancel and resubmit if there was no penalty charge. I was told that was not an option.
Ray: That is correct, unfortunately the reservation is restricted and we are not allowed to cancel it or change it after booked, we are making an exception.

Victor : This happened less than an hour of finding out that you had incorrectly confirmed the month. I had booked flights and hotels for parts of the same trip with airlines and hotels and none of them got the dates wrong - just Priceline. I therefore stand by by original proposal to book for March 9th to March 11th in exchange for cancelling the incorrect booking.
Victor : Please advise if this is acceptable or not.
Ray: Victor, if you need, I can email you a copy of your contract page showed to you prior purchase where the dates were confirmed and you accept the dates that were showed to you prior purchase.

Victor L: That does not resolve the matter. I know that I had booked March 9th to March 11th. In fact that was the third attempt to get a hotel with the correct dates. So if you are not prepared to work with me on this, I guess we will have to let American Express Dispute Resolution deal with this, and you will lose a customer.
Ray: Victor, as a consumer, it's at your discretion to contact your credit card company or bank about any transaction. I will document your record that this is what you advised us you will do. We will provide them with any requested information regarding your purchase.
Victor : Thank you. I will provide American Express with a transcript of this conversation.
Ray: Thank you for choosing to chat with us today, Victor, I do apologize if that was not the best resolution. Please chat with us again if you need anything else. Have a good day!
How did we do? Please tell us by completing a 3 question survey after you close this chat window.

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Crappy Policy That Takes Advantage of Misinformation Provided by Site
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

NORWALK, CONNECTICUT -- Saw icon for indoor pool, scrolled down without reading all the details and booked the room because I didn't need frivolous details about the destination just wanted an indoor pool. Didn't worry about the cancellation policy because I was booking in less than 24 hours and according to the icon upon which I based my decision there was an indoor pool. There was no further information on the booking page that indicated there was an outdoor pool.

When I got my itinerary after booking, the room was the first I noticed. The hotel had an outdoor pool. Tried to request a cancellation because I made the reservation in error based on faulty information. They stand by their policy. Don't book unless you are positive everything is 100% accurate because if a technical error is made on your part there is no accommodation.

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False Advertising
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CALIFORNIA -- I booked a suite in Vegas on Priceline.com. Before I submitted my payment I made sure all the room info was right. When I got my receipt it had booked me a standard room... not what the site showed me. I called customer service explaining what happened. They said the room that showed on their site was no longer available. But to this day that exact room is still showing... I feel that it's false advertisement. They said it shouldn't be showing on the website but it's still there. I was in tears. I booked that one bedroom suite for my wedding. And my bridal party all had to cancel their reservations... Total mess! And they did nothing to make it right! Horrible.

I will never use this site ever again! My point is that my payment should've never went through for a room I didn't book. If the room wasn't available... what right does that site have to decide to pick a room I didn't order... and then give me a standard room for the price of a suite... Straight scam!

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WORST Company - DON'T USE!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

NORWALK, CONNECTICUT -- After trying to plan a vacation thru Trivago, we were sent to Priceline.com, and from there all we got is problems and hassle. Their site said after we tried to purchase the hotel room we got an end page that said that "They could not complete our request but our card would not be charged." We got no email confirming this. No confirmation number. NOTHING. Except almost IMMEDIATELY, we had $126 charge pending on our debit card.

So, curious, we called the Priceline phone number. And were put through an automated system of HELL. It took us five (FIVE) calls to actually get to a person, and when we got to a person, the female was outsourced from some other country and we could barely understand her due to her thick accent!! She confirmed our reservation was NOT made and that "Our card would not be charged".

When we confronted her about "Hey, we WERE already charged, please explain," she then reverted to the "Well, we have to charge the card to make sure the card will work first, and all charges will be reversed in 3 to 7 business days". Right. Except our trip is supposed to be in five days, and now because you won't offer an IMMEDIATE refund, we can no longer go on our trip because Priceline is holding our funds. We can't book another hotel room when you won't release the money!! We are calling our bank first thing tomorrow and pressing fraudulent charges against Priceline.

When we asked the non-American "customer service" lady about this point she stated that that is the policy and she can do nothing to change it. We will NEVER use Priceline again. NOT. EVER. Stay away. If you find yourself on Priceline's website from Trivago, immediately turn around and run screaming. Priceline will do NOTHING to help you but EVERYTHING to take your money without reason!!

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Fraudulent Hotel Reservation
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

DO NOT USE PRICELINE! I originally booked a 4 night stay on Priceline. After making the reservation I received an email from Priceline asking me if I would like to "Add a Night to your stay". I added an additional night to our trip from the link provided in the email. Priceline said that initiated two bookings and they charged me for both bookings even though I only stayed in one room and the hotel only requested payment for the one room. I talked to Priceline customer service and they said it was a legitimate second booking but if I wanted to write to the executive offices to present my case I was welcome to do so.

I contacted the hotel I stayed at, who informed me they submitted the days I stayed and was paid. I asked them if Priceline paid them for the additional booking, they said no. The hotel also informed me that they discourage people from using Priceline because it is also difficult for them to get paid from Priceline and often receive Priceline credit cards that get declined which the hotel has to then hound Priceline to get paid themselves. Priceline has kept the additional booking amount of $590.00. I am outraged and need the $590 back that Priceline feels entitled to keep so that I can afford to feed my three boys this month.

Priceline feels it is acceptable to steal people's hard earned money. I wish I had checked the internet first before using Priceline as thousands of complaints and reviews have been posted all over the internet. Based on all the online complaints Priceline is stealing millions of dollars from its customers. Obviously the company's moral compass has been broken for some time. DO NOT USE PRICELINE! I have posted this theft on Facebook and it has been read and forwarded by over 400,000 people in just a few days. Please forward this post to anyone you know that is looking to travel.

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Unprofessional & Disrespectful Agents
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

I chatted with a Luke about a possible refund or reschedule. He calls the hotel to see if I can be taken care of since it's their decision but unfortunately I was not able to be helped. He proceeded to tell me it's Priceline who will not refund me. I told him he made no sense. So I called the hotel and the front desk clerk said Luke never mentioned anything about me wanting a refund or a possible reschedule yet the hotel was able to help me out with no issues.

I chatted back with Priceline to file a complaint and a JP is ready to fire back at me with rude comments like "I understand you were able to convince the hotel to accommodate you". He suddenly wanted to cancel my reservation after I had already told him I was only there to file a complaint and not cancel. I also asked for a supervisor and was never redirected. Never will I work with Priceline again. This was my first and last.

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Bad
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

TEXAS -- On 9/30/19 I reserved through Priceline 2 hotels rooms with comfort suites in Nacogdoches Texas for 11/9/19. The rooms I reserved were one room for 2 adults and 1 child and the other room was for 2 adults and two children. Both rooms I reserved were for 2 queen beds. When we arrived it was 2:30 pm and Comfort Suites' rep said they could not check us in until 3:00 p.m. No problem, I informed the rep that we had a football game to attend and would be back later.

We returned approximately about 8:00 p.m. And was told the only rooms that were available was a room with a king size bed and a room with a full size bed and that because we booked through a third party (Priceline) the only rooms that were required to hold for us were rooms that would accommodate 2 adults. (Not good.)

I called Priceline that night and was first told that they were suppose to upgrade me or provide the same rooms booked with another hotel close to them. The Priceline rep called the Comfort Suites in Nacogdoches and when she returned told me the same thing about not having to provide but rooms for two adults. I asked for a refund or credit on a future booking and denied both. This is a bait and switch scheme at best and will not book with Priceline or Comfort Suites ever again.

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Priceline You Suck
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ONLINE, ARKANSAS -- Priceline.com You suck! Absolutely irrevocably 100% certain I will never ever book anything through you again. I would pay double before using you. Booked my hotel for a trip to visit family through you, get to the hotel and your bank account declined the charges when the hotel tried to authorize it. I called you, you put me on hold FOR AN HOUR and called the hotel that I was physically standing at.

Then when you couldn't figure it out, your consolation to me was to book me at a different hotel? Absolutely not AND you wouldn't even cover the extra money it's costing me to stay at the hotel because you guys suck. #PricelineSucks #NotWorthIt #NeverAgain #ZeroStarsNegativeRatingIfICould #Unbelievable

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Poor Customer Service? Refund Problems
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

NORFOLK -- I made a reservation on the 14th of August and canceled within minutes of making the reservation after reviewing the hotel that was booked. Priceline was supposed to give me a refund but instead took another debit from my account. I did a three way with Priceline and my bank. The Bank Representative spoke with the Customer Service department for Priceline and explained in detail what the problem was and the Trace number shows the account was debited and not credited. The CSR at Priceline refused to admit the mistake and would not credit the account. I have had to do a dispute with my bank and wait on the investigation of the bank before I can get my money back.

You can't speak to anyone with a decent English accent and they refuse to transfer you to someone in the US. The worst experience I have ever had with a company. Do not book through this company if you expect any decent Customer Service. They are of no help when an issue takes place.

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Express Deal Lies
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

Used Priceline 3x for express and was very happy. Appeared their comparable hotel types were online Target. #4 TIME USED - In Greenville NC - 2.5 Star - site a comparable hotel you would get was a Courtyard Marriott, Holiday Inn Express, Best Western. I booked and they put me in a Heroin Den called the Quality Inn. A total 1 star in crack town, 1950's, outside doors... Horrible. Tried to deal with Priceline to get back at least a credit. No go - Kevin the online agent simple wasted my time and read policy offering not help. I was a hooked customer for the first 3x and told a lot of folks. Now I am done and will spread the bad word.

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Priceline Hotel Bookings Rating:
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1.1 out of 5, based on 95 ratings and
191 reviews & complaints.
Contact Information:
Priceline
800 Connecticut Avenue
Norwalk, CT 06854
203-299-8000 (ph)
203-299-8948 (fax)
www.priceline.com
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