Priceline.com Complaint - Misadvertising services - Free parking at the hotel was NOT free, but $19.85!!!
I booked a hotel room using Priceline.com
When placing the order I checked the following requirements/amenities: Free breakfast, Free parking, Free Wi-Fi and Non-smoking.
I used their "name your own price" tab to place that order and gave them a $40 bid which surprisingly got accepted by Courtyard Oakland Downtown located at # 988 Broadway, Oakland, California 94607 USA Phone: 1-510-625-8282
When the price got accepted, and I was revealed the name of the hotel (you cannot review the hotel name until you make the payment), I immediately called the hotel to confirm that they have Free Parking, Free wireless and free breakfast and were a non-smoking facility. The first three requests were not honored and moreover, Parking was $19.85 per night. Since I checked the box "free parking", I assumed I'm not going to be matched with a hotel that has NO free parking in general. I called Priceline to cancel, spoke to 3 different agents (Erin, her ID 5260179; Scott, ID 5260278 and one more person whose name I didn't write down) and one supervisor (Ashley, ID 5260317). I explained them that this option was checked at the time of booking, and had I known that there was NO free parking as advertised by Priceline.com, I would have booked somewhere else with a better value (via AMEX hotel rewards program). After an hour on the phone with 4 different reps, and my AMEX Gold card membership service contacting Priceline.com to help get a refund, they would STILL refuse to issue me a credit for the amount of the parking fee ($19.85) or refund the whole purchase telling me they have a "no refunds" policy. But no refunds should apply to only those purchases that were made in accordance to customer's specifications, i.e. they cannot place someone who chose hotel rating 3 stars and up into a 1 star motel. The way it works is they can only choose the name/location of the hotel, but their match has to be based on my requirements (like number of stars, approximate distance). Same with Free/Paid parking. Scott, ID 5260278 offered to settle the matter by issuing credit of $50 towards my next (very unlikely anyway) purchase. I asked him if it was “up to $50 dollars, or “actually $50”, he confirmed “Yes, ma’am, fifty flat”; and when I agreed to it, he told me the following: "I will send you a link that you will need to click on to redeem your $10 (ten!) dollars. I asked him to repeat the amount again, and he said $10. Then I asked him if he had said "$50" (fifty) just before then and he AGREED he had. He just apologized for the mistake!!! Again a lie. This conversation was recorded by Priceline.com per my request, and I would like you to listen to it if you need to.
I told him no, he needed to put $50 dollars on my account towards the next purchase just like he had promised, and he refused to do so. He insisted on forwarding me some link with $10 dollars.
SO the bottom line - Free parking that was promised by Priceline.com was NOT offered by the hotel. EVER. The hotel front desk person told me they always charged for parking, and the cheapest fee is $19.85.
In addition - No free breakfast was offered at the hotel as well.
Please, take proper action against this company as they're misleading people everyday! Even in their Terms & Conditions they have an "error based" refund policy which they did not honor.
More Reviews on Priceline.com: