OREGON -- Bought two airline tickets from Eugene, Oregon to San Antonio, Texas (and return) through Priceline's website. Upgraded fares (2) from basic economy to "economy" in order to have carry-on luggage and choose seats. Learned the hard-way that you only get your seat assignments at "check-in" time (no choice involved). We ended up purchasing assigned seating through the individual airlines for a price... $81 for the first airline and $218 for the second (they did not have any unassigned economy seats together so we had to purchase Economy Plus seating).
Contacted Priceline's Travel Services on a couple of different occasions (three times by phone and once via email) to ask why we paid them $50 per passenger for choice of seats when in fact your seats are assigned (not by your choice) to you at check in. To say the least, Priceline's Travel Services was anything but helpful. Email response just said to call them again... and so we ended up with nothing for our additional $100 charge for seating choice. Terrible customer service as far as I am concerned and as you can imagine, no offer of a refund. One thing I can say unequivocally, I won't be recommending anyone use Priceline - run don't walk!
NORWALK, CONNECTICUT -- Beware, their web site defaults to flexible fares even though nonrefundable fares are less expensive. I emailed Priceline on the evening that I booked the trip telling them that I thought I was purchasing the lowest fare. The next day I received an email from them that I had to have called them on the same day to request a refund and that an email did not count. When I called to complain the customer service agent just kept asking me over and over again, "Didn't you read our policy? I can email you a copy", when I protested that I wasn't aware that I was purchasing a non-refundable trip.
SANTA CRUZ, CALIFORNIA -- I booked a flight on Priceline that I subsequently had to cancel within 24 hours. I called them and got an agent who refused to do this because it was a "special fare". This is a direct violation of US law "The 24-hour reservation requirement is mandated by the Department of Transportation's consumer rule “Enhancing Airline Passenger Protections” (14 CFR 259.5(b)(4), 76 Fed. Reg. 23110, 23166, Apr. 25, 2011) and applies to all reservations made seven days or more prior to the flight's scheduled departure time."
I asked to speak to the next level up who basically said the same thing. After I accused them of being dishonest and violating the law, they finally relented but only after saying I would be charged a $15 "reservation fee". It wasn't worth my time to hassle any further. I'll spend the time filing complaints with my state AG and USDOT. Bottom line, this site is a FRAUD.
Priceline's offerings cannot be trusted, period. They do not actually vet the places they send you with their "great deals", which aren't. When the place they send you turns out to be unprofessional or fly by night you can't get your money back because you "signed a contract". I will NEVER use this ** for ethics outfit again. In my estimation they just want your money any way they can get it.
WEST PALM BEACH, FLORIDA -- Rented a car thru Priceline that said unlimited mileage. When went to pick up the car can be used only in Florida. It was already prepaid and Priceline's customer service did nothing to help. They partner with companies like Sixt car rental that offer the same kind customer servive. I wish I have had read reviews before doing business with them. Worst customer service.
NORTH CAROLINA -- I booked a hotel room through Priceline to attend my Sister's wedding. Unfortunately a family emergency arose that forced me to alter my plans. I tried to cancel my reservations to no avail. I am thus stuck paying for a room that I will not be able to stay in. I booked and tried to cancel the reservation with plenty of notice. THIS IS A TERRIBLE POLICY!!!
TAMPA, FLORIDA -- An unexpected death in the family meant I had to fly across the country and rent a car for 3 days. I returned the car to the original point of rental. (Airport) after just one day. Priceline will not refund me any difference and neither will Avis. $200 plus for just one day. This was not an airline flight but just a car rental. I will never use Priceline or Avis again. Total rip off and unsatisfactory customer support. Never again.
Terrible!! Terrible!! Stay away!!! I have been trying to get help from them about an issue I had with my hotel reservation. They are just not helpful at all. The first lady told me they would get back to me in 3-5 days. It's been way more than that and I have talked to them for ten times now. I am just so upset! Don't buy with them!!! It's not worth it!!! I had a humiliating situation in one of the hotels I booked through them and it's been such a nightmare!!
I tried the name your own price deal because of their ads saying that SAVE UP TO 60% ON HOTEL... I PUT $80 ON THE BIDDING PRICE, AND ALL I GOT $48/NIGHT ** TYPE OF HOTEL. I complained about it, called the customer service and they said they can't do anything except refunding me the difference. Whattt?!! If I don't mind to stay in that kind of hotel, I would have put $25 for the bidding price.
And the worst things is... the customer service doesn't even feel like they care enough to try to resolve this problem furthermore, just keep saying the same thing over and over again (like reading a script) and just hang up on me. I totally understand about name your own price nonrefundable policy. But at the same time I feel that they don't hold up their end of the bargain by giving us a lower price hotel. TOTALLY FALSE ADVERTISEMENT (up to 60% off on hotel... get 3 star hotel for 2 star hotel price and so on).
We (my family, my sister-in-law's family) planned a weekend trip to the NJ shore on 8/22/14-8/24/14. We had 10 people traveling with us. I had never used Priceline.com before, but was referred to them. I bid on 3 rooms for 2 nights at $91 per night (plus taxes) and got my bid offer accepted. When I received the email from Priceline.com telling me that, it didn't specify what bed setups were included. I called the hotel, and found out that they were reserved as 3 King beds. With 10 people that wouldn't work, but the hotel clerk informed me that they cannot make changes to a Priceline.com reservation.
I then called Priceline back and was told that they cannot guarantee rooms to be how you want them. I said, ok, I'm a first time user and want to work with them. How can we make this unusable reservation so that it's usable? They put me on hold and called the hotel, then tried to charge me an additional $300+ to make the rooms the way we needed them. I said that, “I could've gotten reservations directly from the hotel for much less than that.” I was informed by a very rude agent that I should have made the reservation direct then.
I asked for a supervisor who was also very rude. I said I would be disputing the transaction with my Discover card. They again rudely told me that I would lose. I contacted Discover, and began the dispute. In 5 days (approximately 7/1/14) they put a temporary reversal on the charge of $643.08. About a week before the trip, I contacted Discover to find out the outcome, and was told that it was still pending.
So we went on our vacation. After a day at the beach with all 10 of us, we arrived at the hotel in NJ at approximately 6 pm. We were then told that the reservation had been cancelled by Priceline. I was shocked since we were given no notice that it was cancelled prior to the trip. The only rooms they had available now cost me almost $1100. We paid it and salvaged our almost destroyed-by-Priceline vacation.
About a week or so after returning from the trip, I received a message from Discover that they had found against me in the dispute and had re-charged my card $643.08. I called and was finally able to get the agent to see that in the pages of documentation that Priceline had provided to Discover in the dispute process, buried deep inside, was a notation that THEY (Priceline.com) had cancelled the reservation. So, Discover once again issued a temporary credit to my account for $643.08. About a month later, I again received another email from Discover telling me that they AGAIN found in favor of Priceline.com. I again called, told them I feel like I'm living in the Twilight Zone.
How can you (Discover) keep finding in THEIR favor when THEY admittedly cancelled the reservation making it impossible for me to use it? They again agreed, and again issued yet another temporary credit to my account. Then today - once AGAIN I receive a message from Discover that they have again charged me for the reservation that Priceline made sure I COULD NOT USE. I called them, and they explained that they cannot find in my favor as they're only the payment source, not an arbiter of what is right.
I then called Priceline.com today and was again handled somewhat rudely - going in circles. I asked them "How can you try to charge me for a service you INTENTIONALLY MADE IT IMPOSSIBLE FOR ME TO USE?" I was given no answer other than "we're sorry we cannot give you the answer you desire." I informed them that I would be contacting and filing a complaint with the NYS AG's office. Filed that, filed with BBB, and now posting to any and all sites that have the ability to warn others to stay away from this scam of a company.