Priceline - Absolutely THE WORST EVER....
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.