Priceline hotel - Priceline Customer Service Careless People
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 Fernando 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 withe 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.