Priceline.com - advertised & booked room that wasn't available.

Priceline.com advertised and booked a room for us that wasn't available. Hotel was overbooked. Priceline called us 2 days before our trip to let us know we did not have the room that they reserved for us. Our options were to take another room at that hotel that had room for only 1/2 our family. Another option was to move to another hotel - separate from the entire group that was going on this trip - and again have a room that would not accommodate our family. All they could say was "sorry". Credit card would be refunded but could take up to 6 days!! Priceline should NOT offer and take money for rooms that are not available!
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#267647 Review #267647 is a subjective opinion of poster.
Service
Priceline Room Booking

Policy failing to mention change in reservation | Priceline in Arlington, Virginia

I recently booked three nights and three rooms for my family with Priceline. On september 12/13/14 2 days before check in (on the 10th), I figured out I needed to check out one day in advance (checkout on the 13th and not the 14th). On the 10th they refused to change my itenary although NOWHERE in their policy to they discuss changes to reservations. Here is their cancalation policy: Cancellation Policy: For the room type you've selected, you can cancel your reservation for a full refund up until noon on Friday, September 9th (local hotel time). If you decide to cancel your reservation anytime between noon on Friday, September 9th and noon on Monday, September 12th (local hotel time), the hotel requires payment for the first night's stay. You will be charged for the first night's stay including taxes and fees. Any remaining amount will be refunded to you. Refunds or cancellations are not available after noon local hotel time on your day of arrival (Monday, September 12th). WHAT SHOULD I DO?
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#261069 Review #261069 is a subjective opinion of poster.
Service
Priceline Room Booking
Loss
$900

Priceline

I had a nice little staycation planned, sit around the house,walk the dog, take the gf down to San Diego for a cpl days and do the local touristy thing. I booked a room Thru priceline which went smoothly of course, Always does when they want your money. As things happen in life, The gf came down with nasty bug and cannot travel much less stand for more then 2 minutes. I called these fools to cancel and of course they have a no cancellation policy. Seriously ? You think your service is so friggin great you can get away with this *** ?
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#256026 Review #256026 is a subjective opinion of poster.
Service
Priceline Room Booking
Loss
$398

Priceline Flubs Reservations

I made my reservations through Priceline.com for a three night stay in Austin, Texas. The Priceline price I got was 78.99 a night. When I arrived at the hotel, I had no reservation. Fortumnately I had my Priceline confirmation in hand. The manager of the hotel called Priceline and was told that they had never sent the reservation information. Meanwhile, the desk clerk told me that they had rooms available and I could have the exact room for 70.00 a night. Obviously I should have just made the reservations through the hotel's website in the first place.
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#252919 Review #252919 is a subjective opinion of poster.
Service
Priceline Room Booking
Loss
$27

Priceline: sucks. book direct.

So my co-workers and I decided that we needed a much deserved weekend in Vegas. We found a package on Priceline and booked it. No negotiating, just the fixed price package. Airfare and hotel. Done. Credit card charged. Show up to the airport, no problems. Get to the hotel... PROBLEM!!!! It seems that Priceline had cancelled our hotel reservation the day after it charged the card. WEIRD, because the airfare and hotel were booked together and paid together. The gentleman at the hotel did a great job trying to help us but the problem was that the hotel was sold out for some event on Saturday. (which by the way is a crock, a hotel is never 100% sold out) Priceline's response to the gentleman was... to move us to a different property. EXCUSE ME???? The gentleman kindly told Priceline that was between them and us. After talking with 5 (That's right 5) different customer service reps at Priceline, we finally get them to confirm that we should have a room. The hotel asked them to fax over a confirmation to which the Priceline rep told him that they had no way of faxing over a confirmation and that he was giving verbal confirmation. HUM.... Well, after another go around of customer service agents and holds, miraculously a fax was sent over. Mind you, I have now been at the hotel check-in for over an hour. Finally after 2 hours we got a room. UGH!!!! Not the way to start a vacation. Then, Priceline sent me an email stating that they didn't want me to complain or ask for a partial refund because I got my room in the end. Talk about customer service. Lesson: We should have booked directly with the hotel. It would have cost a little more, but the reservation wouldn't have been botched, time wouldn't have been wasted, and if it was screwed up, the hotel would have given us an upgrade and freebies. What did Priceline give me? Two hours of irritation and a threatening email. *** Priceline. I will NEVER use you again.
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3 comments
Anonymous
#291917

I work at a hotel and priceline,expedia and hotels.com etc. are awful yes you're getting a discount but the reservations are usually screwed up do to the company and the hotel ends up getting blamed and yes hotels do sell out completely they do not hold empty rooms that loses revenue. bottom line always book through hotel.

John N
#291776

I like William Shatner, but people should be advised to NEVER book anything with Priceline or even Orbitz or Expedia. Do it yourself direct with the hotel or airline.

It's easy and all on the web. Why would you go thru one of these companies?

You see what can happen if you have a problem, eh?? They will not help you much, if at all.

Anonymous
#291335

ORBITZ IS WORSE BE CAREFUL

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Review
#239946 Review #239946 is a subjective opinion of poster.
Service
Priceline Room Booking
Loss
$475

Hotel mistakenly charged me $70 less than priceline! price line says hotel errored.

I did not realize that Price line charged my credit card in advance (which I would never do)I thought I was using my credit card to simply book the room which I think is the normal course of business. I was also charged by the hotel in error and the hotel charged me $70 less than price Line! Price line would not refund me any difference and told me I got the discount rate! Their customer service people were useless and refused to help. What a scam! Do not use these guys no matter what they claim or say!!
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1 comment
Anonymous
#295420

Price line is the worst, but in this case they did not do anything suspect. Third party travel agencies charge hotels commissions to book rooms for them, so the rate you saw was what you paid to them menus commission.

Standard procedure really... I work at a hotel, I know.

Review
#235169 Review #235169 is a subjective opinion of poster.
Service
Priceline Room Booking
Loss
$70

Priceline refuses to refund a passenger with cancellation insurance.

I am a hotel owner who witnessed several situations with Priceline refusing to refund a traveler after being forced to change their plans due to an emergency. These passengers had purchased a cancellation insurance policy from priceline. I found Priceline particularly discriminant against travelers who do not speak English as a first language. I tried to help the traveler and they gave me the biggest run around. They refused to find me a department head to speak to. I talked to 8 different people from priceline and I eventually gave up. They are blatantly dishonest and non accommodating their clients. This was not the first time but would be the last. It appears that they forgot who made them successful. They make some tourists leave our beautiful country with a very bad taste about the way we do business. Their cancellation insurance is a fraud. They often try to get out of it. If you can avoid using Priceline you would do yourself a favor.
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2 comments
Anonymous
#262038

Dear Hotel Owner: If you and the other owners would stop selling your rooms to them, they wouldn't be able to rip off the customers. Obviously customer complaints are not going to make Priceline change their un-customer service like practices. If hotel owners band together and Priceline doesn't have inventory to sell, then perhaps they'll do something.

Anonymous
#261783

I totally agree, they overcharged me and I spoke with a customer service person who did not give a darn. They will never get anymore of my business. :(

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Review
#223587 Review #223587 is a subjective opinion of poster.
Service
Priceline Room Booking
Loss
$181

PriceLine-Put us in the wrong hotel,paid more than the hotel charges & never asked how many guests

Never click on 'Place Bid' before you read this... We had friends with kids - all meeting at a Hotel in Disney. We checked the price per night.. $478. So we tried Priceline. They asked what area, clicked on Buena Vista, bid $205, and won. They never asked what hotel, or how many guests (we thought that was just another click or two away). They sent us to different hotel 5 miles away. We called customer service. After 15 min we got a person. They just repeat,"there's nothing we can do". So now we are stuck in a one bed hotel room (with 3 kids) where we dont want to be. Oh Yea, did I mention the $40 extra in tax & fees. Or that the room we stayed in was only $189 regular fee? Am I PISSED? OH YEA!!!
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1 comment
Anonymous
#210398

This is from the terms and conditions on their site prior to entering in credit card info:

If priceline accepts your price, priceline will book your reservation in a property with an equal or higher star level than you requested. Please note it is possible that the hotel you are booked in could be a Resort, which will meet or exceed the minimum qualifications of the star level you initially requested. The hotel that is selected may or may not be one that you have seen during a hotel search on priceline. Any sorting or filtering options previously used will not apply to this Name Your Own Price request. Priceline will immediately charge your credit card the total cost of your stay. Rooms purchased through priceline cannot be cancelled, changed or transferred and refunds are not allowed. If your offer is not accepted, your credit card will not be charged.

All rooms will accommodate up to 2 adults. Requests for bed types (King, Queen, 2 Doubles, etc.) or other special needs (including preferences for smoking or non-smoking rooms) should be requested through your confirmed hotel and cannot be guaranteed.

The reservation holder must present a valid photo ID and credit card at check-in. The credit card is required for any additional hotel specific service fees or incidental charges or fees that may be charged by the hotel to the customer at checkout. These charges may be mandatory (e.g., resort fees) or optional (parking, phone calls or minibar charges) and are not included in your offer price.

(Prior to booking, but after you enter in credit card info):

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 "Buy My Hotel Room" your request can not be changed, cancelled, or transferred and refunds are not allowed.

Review
#200516 Review #200516 is a subjective opinion of poster.
Service
Priceline Room Booking
I made reservations via Priceline.com. I had requested 2 rooms that could each accommodate 4 persons. After my price was accepted, I called Ramada Inn Carlsbad to confirm rooms, and check in times. I was informed by Patricia (Associate at Ramada Inn) that Priceline.com...
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1 comment
Anonymous
#210402

This is from the terms and conditions on their site prior to entering in credit card info:

If priceline accepts your price, priceline will book your reservation in a property with an equal or higher star level than you requested. Please note it is possible that the hotel you are booked in could be a Resort, which will meet or exceed the minimum qualifications of the star level you initially requested. The hotel that is selected may or may not be one that you have seen during a hotel search on priceline. Any sorting or filtering options previously used will not apply to this Name Your Own Price request. Priceline will immediately charge your credit card the total cost of your stay. Rooms purchased through priceline cannot be cancelled, changed or transferred and refunds are not allowed. If your offer is not accepted, your credit card will not be charged.

All rooms will accommodate up to 2 adults. Requests for bed types (King, Queen, 2 Doubles, etc.) or other special needs (including preferences for smoking or non-smoking rooms) should be requested through your confirmed hotel and cannot be guaranteed.

The reservation holder must present a valid photo ID and credit card at check-in. The credit card is required for any additional hotel specific service fees or incidental charges or fees that may be charged by the hotel to the customer at checkout. These charges may be mandatory (e.g., resort fees) or optional (parking, phone calls or minibar charges) and are not included in your offer price.

(Prior to booking, but after you enter in credit card info):

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 "Buy My Hotel Room" your request can not be changed, cancelled, or transferred and refunds are not allowed.

Review
#195403 Review #195403 is a subjective opinion of poster.
Service
Priceline Room Booking