Priceline.com Complaint - Robbed - Hotel
NORWALK, CONNECTICUT -- I searched Priceline's website for a hotel in Lexington, Va. and saw several hotels in that area. I then submitted a bid on their site that states "name your price". I then clicked to search for 3 star or higher and proceeded with the submit button. It immediately showed me "Hyatt Regency of Lexington". I scrolled down to put in my bid of $70/night. It accepted my bid. I filled out the payment information and submitted the transaction. Within a minute, I saw in my email "inbox" that the reservation had been confirmed in Lexington, Ky. I was shocked. I immediately called to inform them of the wrong location and asked to reverse the charge and book a reservation in the city I was searching...Lexington, Va.
The CSR said, we're sorry, we don't give refunds on cancellations. I tried to explain that it wasn't a cancellation and that I was given the wrong location. Her response was "too bad". I immediately called Citibank to explain what happened and they called Priceline, with me on the phone, and the CSR also said the same thing "too bad". I asked to speak with a supervisor and was talked to like I was some of idiot because I should have noticed it wasn't a Virginia hotel but Kentucky and it was my fault for accepting the offer. My response is that it was there fault for even giving me the option of hotels in Kentucky when I didn't want that location.
This is absolutely the worst business transaction I have ever had to deal with. These people are making a killing of innocent mistakes and misleading information. No where should I have been directed to a Kentucky hotel when all my search information was for Virginia. It's just not right...and I was willing to rebook with the correct location but was told I was out the $248.76.
I'm sure I'm not the only one that this has happened to and something needs to be done about it. The innocent consumer is paying a huge price for a service they're not receiving when their search engine is giving the wrong information.
I visited their website today and they have corrected the problem after a lengthy letter to them and numerous phone calls, and a letter from the Attorney General's Office...good for them, bad for me. They should be thanking me for showing them they had a glitch in their system. I struggle to pay my bills every month and I have shed tears over this horrible mess. I plan to contact WRAL-TV in Raleigh, NC to hopefully have this story aired. I also plan to contact my local senator to see what rights I have as a consumer. I know this is not Hyatt's issue, but maybe further consideration should be taken when selling rooms to discount companies without any concern to the consumer.