Priceline.com Complaint - Priceline.com Horrible Website! Horrendous Customer Service
Needed to go to Bologna, Italy for a one day business trip. Searched for a hotel in Bologna, Italy and was given several options. Picked one and booked. Turns out the hotel is not only NOT in Bologna, but is in a region almost 3 HOURS away! Only realized this when I started detailing my trip a couple of hours after making the reservation. Immediately called customer service only to be told repeatedly that I contracted for a no cancellation reservation. I explained this was not entirely my fault as I never dreamed the website would include hotels so far away - it's like asking to be placed in Los Angeles and ending up near the border in San Diego. All I got in response by 3 different women was "we're sorry ma'am but you contracted for this hotel." I spent hours butting my head against the wall dealing with personnel from the Philippines whose rote responses almost caused me to lose my mind.
So I called the hotel. They had no record of my reservation. They did not even recognize Priceline.com. (As a side note it turns out their direct rates were cheaper by $50 per night - so in addition to the aggravation of the distance I was being gouged rate wise) Contrary to priceline's assertion that the cancellation policy was that of the hotels, I was told that it would be no problem to cancel and refund my credit card - except they could not help me as they had no record of my reservation.
To sum up, the website search function sucked, the cancellation policy was ridiculous and not even consistent with the hotel's true policy, the rates were way higher than what the hotel would have charged, and the customer service personnel located all the way in the Philippines (accents were horrendous and difficult to understand) was the worst. What else could Priceline have done wrong? I do not know but never again intend to find out.