Priceline / hotel room reservation problems
On 6/28/07, I reserved a hotel through Priceline and was charged $77/per night through “name your own price.” I had initially bid $60, but was told by Priceline that if I added $17 more, they could try again. Since my intention was to get a room with 2 queen beds, I was okay with paying $77.
That same day, I called the hotel and the management told me that the room reserved was for a room with a king-size bed costing $69/per night. Note that I paid $77 through Priceline. The hotel refused to give me a room with 2 queen beds. At that moment, I called Priceline and was told by Wallace (a customer service specialist) that the hotel wasn’t supposed to tell me the figure of $69. After he spoke with the hotel manager, he was told that if I paid $6 more, I would be able to get the room that I wanted. According to the hotel, the total would come out to $75. Again, I paid $77.
The next day (6/29/2007), I sent over an email to Priceline’s executive services and after several email exchanges with someone named Ryan P, I was told that there was nothing they could do about this. I requested a refund or be able to get a room with 2 queen beds for the price I had already paid. This, I believe, was very reasonable under the circumstances. This same day, however, the price went up to $85 for both the king and queen room. This was the reply I received when I mentioned that the hotel says I paid $69. The hotel manager (the same person I spoke to earlier) now does not acknowledge or deny the fact that she told me this figure earlier.
Today (7/2/2007), I sent another email asking for them to directly address this issue and also asked to be escalated to upper management if they could not do anything at their level. I was told not to expect any response to any further correspondence. I was also told the following:
“We wish we could provide the answers you are looking for; however, these policies are directly tied to contractual agreements with our travel partners. This in turn allows us to continue to offer competitive pricing and subsequent savings to our customers.”
Now, as I see it, I received no such competitive pricing or any subsequent savings. I replied back asking that I be able to speak or write to Ms. Gillingham, the VP of operations and customer service. So far, I received no reply, as I was told by Ryan P.
I’m stuck with having a King bed for two adults (non-couples) to share.
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