hotel customer service customer service price room reservation money book refund

Priceline Bait and Switch

I bid on a 4 star hotel and won but the hotel I won was listed under the "Resort" category on their website and NOT under the 4 star category. Also when I placed the bid it showed that the median price listed for 4 star hotels was $395 so with that in mind I put in a reasonable bid but got a lousy deal since this "resort" was already a very low price. When I called to complain they told me that there is nothing they can do and that this resort had amenities that were comparable with a 4 star hotel. I told them that they should just list it as a 4 star hotel then and not have a separate category called "Resorts" because it is misleading. I looked at the hotels under the resorts category and didn't want to bid on them since most of them (including the hotel I won) have resort fees and parking fees. They refused to refund my money and I am upset and disappointed because this particular hotel is undergoing renovations and the recent reviews were bad. I believe priceline needs to make it clear that the resorts can also be 4 stars and not show it as a separate category which is misleading. I feel that Priceline has done a bait and switch on me.
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#357995 Review #357995 is a subjective opinion of poster.
Loss
$384

Our family has used Priceline for many of our trips... that will now cease.

Our family has used Priceline for many of our trips... that will now cease. Priceline does not appreciate it's 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 de-select 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 *** 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.
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1 comment
Anonymous
#570780

I'm not defending Priceline, but parking *is* an incidental. So is breakfast and internet.

Since when are any of these things automatically included in the price of the room?

I don't use a car when I travel, so why should I subsidize people who do?

If you need particular amenities, then pay published and pick your own hotel. Honestly.

Review
#357016 Review #357016 is a subjective opinion of poster.
Loss
$60

Priceline requests personal information to cancel reservation

My brother is having emergency surgery and I am his health care proxy. I contacted Priceline to cancel my rental car reservation and was told I could but I have to provide HIS name, doctors name and the hospitals name as well as the phone numbers. I spoke with a supervisor and was told the same thing. If it was my information I wouldn't have an issue but someone elses... come on!!! So i guess this is how they make their money on the misery of others. No wonder they use who they use a spokesperson. Beam me up Scottie, no one cares here. ***
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#357009 Review #357009 is a subjective opinion of poster.
Loss
$155

Showing wrong information on website to mislead customers | Priceline review from Palo Alto, California

Went to Priceline website to book a vacation to Puerto Rico. They were showing Marriott in the list of options. But when I book it and give all credit card information they say its not available. When contacted customer support they said it will take 24 hours to refresh. Went and tried after 24hrs and it was the same. They are misleading and wasting valuable customer information by giving wrong information. I went through their options and did lot of research and picked Marriott and they wasted all my time. They have the worst ecommerce website ever. I will never book with them again.
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1 comment
Anonymous
#561281

The best tips I can give other priceline hotel guests is NOT to do any reservations with PRICELINE!! You will get screwed big time since you wont have a choice of what hotel you can select.

They pick it for your and it is FINAL. They will not do a thing for you afterwards. STAY AWAY FROM THEM!! Go to other sites such as hotwire.com, hotels.com, orbitz.com, etc.

Stay far away from Priceline.com. they are totally misleading and all they care about is taking your money and running away.

They dont care about your satisfaction at all!!!

Review
#353774 Review #353774 is a subjective opinion of poster.
after booking name your price hotel deal i saw my hotel and its amenities, took a screen shot to have a mental note of said amenities. after checking in i saw my room did not have all the listed amenities. I made calls to priceline support and they said those amenities...
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#353198 Review #353198 is a subjective opinion of poster.
Loss
$112

Priceline Consumer Fraud

This involves Priceline.com consumer fraud and deceiving information and they will not resolve the issue, will not cancel the reservation, or refund my payment. Specifics below: I bid on a three-star hotel in Honolulu, Hawaii for two nights in November. The bid was accept and I was notified of the hotel name. SEASIDE HOTEL WAIKIKI 342 SEASIDE AVE HONOLULU, HAWAII After researching the hotel and reading customer reviews I found out that the hotel puts all Priceline customers in a room with a single double bed and if they want a room with queen, king or two double beds you have to pay an additional $20.00 a night. I called the hotel and they confirmed that the room would only have one double bed and any change would incur a charge of $20.00 per night. I told them the Priceline contract states "All Rooms Will Accommodate Two People." The hotel stated that one double bed is considered to accommodate two people. This is unacceptable and far from industry standard and out-and-out consumer fraud, misleading and a scam to get you to pay more money per night. A single double bed will not accommodate two adult people. Next I called Priceline Customer Service and talked to a lady named Vara, I explained everything to her and she stated that the booking could not be canceled and was non-refundable. I asked to speak to a supervisor and was transferred to Jimmy. He told me that Priceline considers one double bed for two people acceptable and he would do nothing to cancel or resolve my issue. I asked where he was located so I could send a letter and he stated the Philippines. Below is the exact language on the Priceline contract: "All rooms will accommodate 2 people. Bed type requests (King, Queen, 2 Doubles, etc.) or other special requests such as non-smoking or smoking room should be requested through your confirmed hotel, can not be guaranteed and are based on availability." Per Priceline they state that this is adequate to notify a customer that one double bed is adequate for 2 people. This is misleading and consumer fraud.
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3 comments
Anonymous
#795980

I say they do more than that. On one returned result they will say "price includes taxes and fees" at least 400 times and still charge you close to extra 100 dollars taxes.

When they process the credit card does it not include the taxes in print before submitting to the credit card so how come at the end of it they leave me holding a receipt that is for more than the stated amount submitted. I think that for all online transactions there has to be serious penalties for charging more than agreed amount.

Priceline thinks that we will not want to miss our trip and so gets away with it. I wish Priceline is closed by the authorities for blatant double speak and misleading statements.

Anonymous
#790699

Priceline is a fraud! No such thing as a "best price guarantee".

I provided proof same hotel with same everything and rep ID 5260157 Mick and 526011 jessy both said can't change the price because the AMENITIES are different. THEY WERE NOT DIFFERENT. We fought over the terms "southwestern style" from the competitors website and "Southwest Decor" on priceline. They said those are different.

OMG!!! These reps did not understand that both mean the same thing.

They hold you on the phone forever not to help you but to check the finest detail on the other website in order not to do their best price guarantee. I'm no longer a priceline customer, they are a fraud and everyone should know!

Anonymous
#868268
@PissedConsumer790699

I can agree with you more, priceline is fraud, and should be investigated by authority.

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#352490 Review #352490 is a subjective opinion of poster.

PRICELINE RIPOFF!!!

Customer service horrible. I put in a bid for a hotel, Priceline automatically charged my credit card without notice of what hotel was being booked. When I realized what hotel I was booked at, I called Priceline to see why I had reservations so far away from my original destination. I was rudely told there was nothing I could do. Needless to say I did not stay at the hotel due to an unsafe area. This is fraud and should not be tolerated...NEVER EVER WILL I USE AGAIN!!! I wished I would had looked at the reviews before I tried Priceline.
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2 comments
Anonymous
#594448

yeah man you should read before purchasing something

Anonymous
#585123

• If we accept your offer, we'll immediately charge the credit card you provide to us. Please note, you will not be provided with a list of hotel options. Please remember, once you click "Book Now" your request can not be changed, cancelled, or transferred and refunds are not allowed.

Just before booking a bidding hotel,

ts not a fraud, you just decided to skip the reading.

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#352285 Review #352285 is a subjective opinion of poster.

Priceline...........MAKE SURE you know what you are bidding on.

Make sure you know exactly what you are bidding on, dates, times, locations and prices. You WILL NOT be able to make ANY changes or cancelations. DO NOT make ANY mistakes bidding on you travel plans. If your bid is not accepted, START OVER to bid again, make sure EVERYTHING is correct. You can get some good deals, but beware of Pricelines traps and pitfalls! I've used Priceline a lot and have gotten some very good deals, but I have also been disappointed in some instances by the bussiness practices Priceline has. Twice I have been left with less than my intended travel plans, once I admit was lack of attention on my part, the other time I feel was a Priceline trap. I put in my bid and was refused but was offered a higher price, which I did't want to pay so I went back and raised my original bid only to find out the bid that was accepted was the higher price they offered on refusal on my first bid.
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#350098 Review #350098 is a subjective opinion of poster.
Loss
$40

Priceline doesn't stand by written words

I had a trip booked to Aruba and as always take the trip insurance. I usually use Travelocity and used Priceline because I found a cheaper trip. I hurt my back two weeks before the trip and after an MRI found out that I had 11 bulging, herniated and torn discs. I called Priceline per Doctor's orders and tried to postpone the trip. Was even willing to pay extra if needed (as I told them). They would not let me postpone to a later date and connected me to their insurance company. I was told that I had to contact them at least three weeks in advance and submit a request with Doctor's notes, written permission to obtain my medical records from all Doc's treating me and then it would take several weeks for them to review the paperwork. After several weeks they would decide if my injury was sufficient cause for canceling the trip and if they were going to refund my money. I couldn't risk losing $2600.00 so I went on the trp in excruciating pain. At the end of my trip, the hotel told me that Priceline had tacked on an additional $150.00 for supposed fees that I did to pay for when I paid for my package. As you all know, you pay for the trip at the time you book it. Thankfully, The Marriott values their customers and they took the charge off and said they would bill Priceline. I will never use Priceline again!
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#349933 Review #349933 is a subjective opinion of poster.

Priceline-you need to pay additional fee on top of the fee paid to Priceline

I booked a hotel in Las Vegas area and prepaid the hotel fee, I went to the website of the hotel and noticed there is additional $25 resort fee per day. Priceline never notify me there might be additional hotel fees, so the total I have to pay is way more than I bid on the priceline, and i could have booked another hotel, with the same total fee, but better location. And you know their policy, I already paid, so I can't cancel it. I WILL NEVER USE PRICELINE anymore, you never know how much fore you will be charged! there might be parking fee, resort fee, and whatever the hotel wants to charge you, then Priceline is not responsible for any of these, then why would I book through Priceline?
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2 comments
Anonymous
#558748

The same exact thing happened to me. Except that I didn't realize it until AFTER I received the bill. You are right, for the same amount I could have rented at a better location than *** hotel Vdara. In this hotel everything is a pain. There is no self parking, as a result your access is denied to your car while you're in the hotel. Each time you need your car, you must ask the "!!!COMPLEMENTARY!!!" valet service, which means 15 minutes wait to get your car and 15 minutes to leave your car with them, on non-busy hours, and of course you feel obligated to tip them each time otherwise you might as well forget about getting your car. This hotel categorizes itself as a resort hotel, sure they have a massage parlor and a little cabana next to a midget pool, but you have to reserve them early and you will be charged separately!!

On Priceline's (deceivingly hidden) ONE PAGE EXPLANATION under taxes and fees, it says: "Resort fees are typically applied to resort type destination hotels" What I got was a hotel with a tiny pool and couple of shower heads. Do not even bother complaining to customer service. The person in charge will listen to all your complains, then gives his name and ID # so you can follow up with them, but GOOD LUCK talking to him again!!! When you ask "why can' t I talk to the same person?" you are told that "priceline has only ONE phone line." REALLY?!?!?!? A COMPANY WHO'S EXISTENCE IS BASED ON PHONE LINES AND INTERNET HAS ONLY ONE PHONE LINE?? WHO DO YOU THINK PEOPLE ARE? WILLIAM SHATTNER?

I will boycott PRICELINE and anything baring their name from credit cards to underwear! I will also BOYCOTT ANY production that has to do with William Shatner!! I refuse to pay their extra fees and I will not pay my Priceline credit card bill. Yes, there will be negative points on my credit report, but if enough people do this there will not be a Priceline to send a negative report to the credit bureau.

Anonymous
#550855

I tried to use priceline 5 x but each time I did I found other sites much cheaper. I do not know how any one could use them.

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#349567 Review #349567 is a subjective opinion of poster.