I used the Name Your Own Price tool on Sunday, June 11. I was traveling to Blytheville, AR which is a very small town. I entered a bid of $69 for the only 3-star hotel in town. It was not accepted. I then bid $69 for a 2.5 star room (hotels like Hampton Inn/Comfort Inn) for 5 nights.
I received a room that was priced on their website for $54 with no verified Priceline guest reviews. This is unacceptable! Why would they "award" their customers a hotel that is of less value than what they are bidding?? I was then given the option of getting the difference in price. It is not enough to "give" them the price difference when they share their concerns. What Priceline has done is equivalent to fraud - giving something of lesser value that what was intended.
I spent over 2 hours with three customer service reps and I must say I have never been more disappointed in a company. I have used Priceline and the Name Your Own Price tool several times over the last 20 years with great results and have recommended the site profusely. This is the first time I've ever received a hotel where the rack rate is less than my bid.
I wanted to be treated like a valued customer and given the option of being able to pay the difference to get a decent hotel room. But, Priceline will be happy to know that all of the customer service reps stuck to their script and offered me nothing but a credit on the difference. Now, I get to travel to Blytheville with a nasty taste in my mouth for Priceline and get the pleasure of staying in a sub-par hotel. I will be sharing this experience with Priceline customers and I will review my stay on this website as well as others. Also, this will be my last transaction with Priceline.
Priceline advertises best price guarantee. You can save up to 60% when you Name Your Own Price on a hotel. When I saw the advertisement, I thought my dream would come true to save money on a trip. Then I submitted an initial bid $250 to bid a resort at Wailea area in Maui for 6 nights in August 2011. The median price at Wailea area is $569 per Priceline.com. I had searched before I bid. I found out that only 3 resorts available at Wailea area at Priceline.com. These resorts are:
(1) Wailea Beach Marriott $249 per night
(2) Grand Wailea, A waldof Astoria Resort $569 per night.
(3) Ho'olei At Grand Wailea $1495 per night.
I thought my chance to get Grand Wailea was high if I submitted the bid higher than $249. If Grand Wailea could not accept my bid, Priceline should give me a resort with retail price higher than $250. My initial bid $250 was accepted without any counter-offer. Unbelievable that Priceline gave me a resort, Wailea Beach Marriott, with retail price at $249. As a result, I am losing money to bid a resort. I paid more than retail price. I had no choice to get what resort I wanted even though I paid more. If I book a resort at retail price, I have choice to choose which resort I want.
I called Priceline several times but they refused to cancel the bid. They could only able to refund $1 per night back to me. Also, they refused to refund the tax and fees for $1 x 6 nights to me. However, I paid the tax and fees for the amount of $250 x 6 nights. Priceline told me that the vendor is the one to accept the bid. For example, vendor A (its retail price $100), vendor B (its retail price $400), vendor C (its retail price $500) all present at the bid. If the bid is $200, vendor A has the right to accept the bid even though its hotel retail price is $100 because vendor B and vendor C both are not interested at the bid $200.
Priceline is a public company with huge revenues. My $1750 means nothing to them. But it means a lot of things to me. I was raised up in a poor family. I ate the first lobster when I was 25 years old. I have to work every day in order to save money to my trip. I don't earn much because English is not my primary language. This is my first time to Maui. Now Priceline ruined my vocation. I promised my 8 years old daughter that mommy will bring her to a big resort with several pools and slides.
She was very excited and very happy at the beginning but now my dream cannot come true. She asked me why I did not book Grand Wailea. If I had money, I would book Grand Wailea at retail price $569. Since I have little money, I wish to use little money to bid my hope.
NORWALK, CONNECTICUT -- Our family has used Priceline for many of our trips... That will now cease. Priceline does not appreciate its customers nor do they care about delivering a high level of customer service. We booked through Priceline for our last trip and things were going smoothly until we reached our second hotel in our stay. SURPRISE! I now have $60 to spend on parking for this hotel. There is absolutely no free parking.
Nowhere did this disclaimer appear for this hotel on the itinerary or any way to deselect any hotels that do not offer free parking. For families who have planned out and budgeted their trips, this could be a big downer. If we would have stayed even longer, that price would be even more through the roof. The hotel stated it's Priceline's problem, not theirs. They said we need to fight it with Priceline so that they give us this money back. Priceline was called.
First employee was unhelpful. Said that somewhere in the 100000 word hidden contract it says that incidentals is not covered. Incidentals is VERY understandable, but PARKING is not an incidental. PARKING is a necessity in order to stay somewhere. It should have given us an option to opt out of paid parking hotels if that's the case rather than hide a stipulation into their contract that parking is part of an incidental??
Since this was unacceptable for us that they did not want to reimburse us or offer us any type of incentive, we requested a supervisor. Another employee was handed the phone. Under the impression we were speaking to a supervisor, we proceeded with explaining our situation again. Again, there was no desire to help us. They also said they weren't a supervisor and they have no supervisor to address our call. They told us we could write a letter via MAIL to the corporate office. When asked if they cared about our continued business, they basically beat around the bush and insinuated they didn't care and that it's our fault.
There were no kind words or incentives offered to make things right or to want us to stay a customer of Priceline. Everything that you will pay out of pocket that in real life are not incidentals, is your problem to deal with when you are already out of town. There's no management to oversee their employees on the phone or escalate an issue to. There's no customer service at all. In fact, they were pretty much outright rude on the phone and blamed us for everything.
Aren't customers always right? Or at least they should be made to feel that way even if they are not. Not to basically make us feel like they are untrustworthy and we are stupid to fall for their tricks. Never again will we use Priceline. We rather use a service where everything is disclosed right up front without any surprises on our trips.
I have used Priceline.com in the past to book flights, hotels and car rentals. I have even had the thrill of getting what I considered to be some really good deals... up to 49% off the published rates on other "deal" websites. Unfortunately, I fell victim to the biggest pitfall with the Priceline process today. I had booked a car rental for an upcoming trip through Priceline. Unfortunately, the dates of my trip had to be changed - the client company that I was visiting had some schedule changes and could no longer accommodate the original date of our planned meeting.
I quickly called my hotel to change my reservations - no problem. I visited the Southwest Airline website to change my flights - no problem (but it did cost me some additional money due to the rate change). But when I reached out Priceline.com, I received nothing but problems. Because I had used the Name Your Own Price bidding module for my car rental, I was told that I could not change the reservation dates or cancel the reservation. How much sense does this make? I am being charged $76.05 (total price with all taxes a good price for a standard size car rental at BWI), but I am receiving nothing for my money.
The Priceline associates that I spoke with said, "You should have read the contract page more closely... There is nothing we can do to help you". I say - BOLOGNA!!! How can they charge a fee and not provide a service or product in return? I understand that I received the opportunity to "make my own deal" - but is it worth $76.05 to negotiate a deal and then not be able to take advantage of that deal? I am outraged and I will never use their service again.
In the meantime, I have had to reserve another car for the new dates of my meeting. I'm paying nearly 25% more because I had to book a car direct and not "name my best price"... So I am out both my original bid (with additional taxes) which totals $76.05 and I have to pay for another car. Buyer Beware! I, for one, will not use this service again until Priceline changes their policy on allowing changes to reservations.
Like a good consumer I book my tickets in advance. This particular occasion booked a flight 3 months in advance for my soon to be mother in law so she could come and spend time with our newborn. Two months later, to the day, I get a call from a Priceline representative stating that the flights had changed so my tickets were longer good. He did say he was pleased to tell me he was able to secure a full refund... what?
I went on about how I booked in advance to ensure that I received the best deal possible and this was only $5 less than Southwest. (Only $5, but its better in my pocket than someone else's =0) And now 3 weeks from the departure I'm told I have no ticket and there is nothing they can do.
I said, "Her dates are flexible surely you can find alternate flights, we're open to other options (knowing finding a decent rate this late in the game would be tough)." He stated that the rules and regulations of the Name Your Price don't allow the change of dates. I asked whose rules, he said Priceline's... "So you're telling me you sold me a ticket, which you now cannot provide, and you are restricting yourself from finding me alternate flights when I'm being so flexible??"
A business with good customer service would recognize that they have messed up and take it upon themselves to make things right, even if it's at their own expense. So I asked for a supervisor, and got **. She stated the exact same things as if reading it from a script. She again let me know how lucky I was that I got a refund. Shame on you Priceline.
That's my story. To sum it up, I will be forced to pay for overpriced tickets because I trusted Priceline. Remember, that just because they charged your card and you have a confirmation which you are not allowed to cancel, it doesn't mean anything. If something happens, you are on your own...
LOS ANGELES, CALIFORNIA -- I recently went to Name Your Own Price for hotels on Priceline.com. I was looking for a hotel in Cabo San Lucas. It first asks me what area I want and then it asks me what level of stars do I want for my hotel. It was a last minute vacation for me and knowing that the economy has been terrible, I thought perhaps I could get a top notch hotel for a bargain price.
I chose 3 and half stars, 4 stars or 5 stars, knowing fully that I would most likely be turned down because of my low offer. What I didn't expect is that they accepted my offer. There is one problem. They gave me a 3 star hotel. I never chose the option for a 3 star hotel but Priceline seemed not to care how many stars I was comfortable with. I tried to call them on the matter with no luck. They transfer their phone calls to the Philippines, with trouble understanding them and their protocol answers - they told me there was nothing they could do.
Then I wrote one of the executives. His name is **. He wrote this statement to me: "We are sorry we did not provide you the answers you were looking for and we thank you for your time. Sincerely, Executive Offices." He never answered my question and my problem of how could they give me a 3 star hotel when I didn't choose the option for a 3 star hotel. They could have easily given me a 1 star hotel at this point - it just didn't matter.
It was unfair and completely ruined my entire trip. I felt that my hard earned money was thrown down the drain. I would have never named my own price if I knew Priceline was going to ignore the option that I had chosen. I did try and go to the hotel - very disappointed. No beach, broken Jacuzzi and endless noise. I went and spent my time on a couch at a friends resort. Thank you Priceline. If anyone has an idea of what to do next, please help a fellow consumer from being screwed by another big corporation. Thank you.
Unfortunately, I have to agree with all the other negative comments regarding Priceline. We have been traveling for six months now and have used Priceline on many occasions. We have experienced everything that many others have complained about: you get the worst room in the hotel, often by the lift and vending machines, you are not able to specify what beds you would like and hidden charges for parking, etc. are not disclosed. Weighing everything up, we still thought it was worth taking a chance to help save on costs. However, the final straw was when we booked a hotel in Barcelona on name your own price. I bid $90 (plus tax, making a total of $107.86).
I then discovered the hotel we had been given only charged $73 (tax inc) for the same room!! I contacted Priceline and asked if they would be prepared to refund the difference but they aren't. This makes me feel that name your own price is a complete scam! The whole point is to hopefully get a hotel at less than the published price as you are taking a chance on not knowing which hotel you will get.
Priceline advertise that you can make savings of up to 60% on the published price with name your own price and I ended up paying 45% more! Goodness knows how many other times this has happened as we don't normally have reason to check. I am not prepared to pay more than the going rate for a normally sub-standard room. For this reason I will not be using Priceline again and would suggest that others use caution if using name your own price which clearly does not do what it claims to do.
I am going to Las Vegas on Friday for my 24th birthday with my friend who shares the same birthday (she turned 21). I decided to use Priceline since William Shatner is their spokesperson and I didn't think he would put his name behind such a terrible company.
You know that adage, "The customer was always right?" Well Priceline has never heard of it. When I was making my reservation I was able to pick the location I wanted. I chose "ON THE STRIP". Seconds after submitting my price I got an email that my reservation had been booked in a hotel MILES away from the strip.
I immediately called in (within seconds of receiving my confirmation email). The representative was from a 3rd world country and barely spoke any English (of course). After explaining my situation to him he basically told me I was SOL and became very rude when I demanded that he fix this issue. He told me there was no way that he was going to refund my money and there was no way he was going to change my reservation to a hotel on the strip like I had requested.
I have booked a hotel through Travelocity now (ON THE STRIP) and it actually ended up costing me less than Priceline wanted me to pay to stay at a hotel OFF the strip. And I have placed a stop payment on the transaction with Priceline and they will not see a SINGLE PENNY from me. Never again.
HONOLULU, HAWAII -- I've just had a horrible experience dealing with the customer service at the Priceline.com to include even the supervisor **. It seems as though they have a "script" in front of them to only respond a certain way when people call them up with a concern. With all of them (1 company rep, 2 customer service rep, and a supervisor), they had neither the compassion nor the willingness to help a customer out except to say, "I am sorry, Mr. but the policy is that you can neither change or cancel this reservation."
I used this service once or twice before but this would be the last time I would ever use this service again. I was planning a business trip and I was intending to take my family along with me, my wife and 3-month-old son. Well, something happened where now, neither I or my family wasn't going to be going on this trip. I called them a day later after booking the rental car reservation only to hear them say, "I am sorry Mr. but we cannot change or cancel this reservation." A reservation is a reservation to most of "customer caring" businesses except for the Priceline.com.
I found out how people are frustrated with their service only after I had to deal with it myself. 85% of 262 people rated their service as poor. Now, that says something about the quality of their service in this "people business". The phrase "Name Your Own Price" will have a bitter taste in my mouth for some time. Way to go... Priceline.com. You have just lost another customer dissatisfied with your service.