United States - 06854
A family member booked a package deal to include car rental and roundtrip airline tickets to take her kids to...
This company lies about the location of the hotels and the star rating. You think you are booking a 4 star hotel that ends up being maybe a 2.5 star. When you call you someone who has a canned response that in summary say screw you and we don't really care. Their customer service is trained to be polite and do nothing. Never, never use priceline. Priceline translated means we are here to screw you.
This company is horrible. The people here do not give a care about you or your family, they only want your money. I recently booked a vacation and had to cancel due to my mother-in-law becoming ill. After spending $280 on the hotel that we were suppose to go to and an extra $10 for the insurance, we were told that we could not get a refund without a doctor's excuse. I mean REALLY? These people treat customers like they are in grade school. My mother-in-law already does not like me, there is no way that I am asking her to produce a doctor's excuse of her ailment for me to inspect.
Needless to say priceline.com got my $280 and my $10 for the insurance (which was obviously bogus). However this will be the last dollar that they ever get from me.
I would impress on anyone thinking about using this service to refrain, these people are ridiculous. If you do not believe me, just take a look at the other posts concerning priceline. Negative reviews outnumber positive at least 15-1.
I booked a trip from Nashville to Austin. I understand that getting the best price for a flight usually involves a stop over and change of aircraft. What priceline never told me - and are REQUIRED to under the law - is that I will be traveling on my first flight leg on a small, puddle jumping, regional aircraft. Had I known this, I would have never booked the flight. I would rather pay more and be on a better aircraft. When I called them, they said I had been informed. Then, in contradiction of their statement that I'd been informed, they said they have no access to information about type of aircraft. Both are lies.
I was a recent first-time customer of Priceline. My recent atrocious experience in booking a hotel room in San Francisco and the subsequent interactions with Priceline’s inept, ineffective and “sorry-excuse” for a customer service team has ensure that I will never use Priceline’s service again. I have chosen to write this message to highlight my issues with Priceline and to warn potential travelers to stay away from Priceline.
My nightmare began when I decided to give Priceline a try based on a recommendation from a friend. I went to the Priceline website on Thursday night (5/21/09) and made a $100-per day bid for a room in 3-star hotel in San Francisco over Memorial Day weekend. Within a minute of submitting my bid, I received a message that my bid was accepted by the Holiday Inn Golden Gateway hotel in downtown San Francisco (by the Civic Center).
On the Saturday morning (5/23/2009) on my way into San Francisco, I decided to give Holiday Inn Golden Gateway a call to check on the hotel room configuration (twin sharing or king/queen size bed). I spoke to the hotel representative who informed that my Priceline confirmation number was invalid and that there were no more rooms available. Confused and worried but still confident that Priceline would be able to straighten this confusion, I called the Priceline customer support number. Spoke to customer reservation specialist named Crystal and she called Holiday Inn Golden Gateway to find out the problem. She got back to me, explaining that she did not know why my confirmed reservation was not valid. She also mentioned that the hotel was overbooked and that Priceline can only give me a refund. I told that this was NOT ACCEPTABLE. I had a CONFIRMED reservation (not a “tentative”, not a “maybe” but a “CONFIRMED” reservation). I told Crystal that I expected a call ba
ck in an hour for a status update because I was on my way into San Francisco and I needed someone from Priceline to be on top of this.
At 12.15 pm, there was still no word from Crystal or any Priceline representative. I decided to call Priceline again. Spoke to another representative, Layla or Leila. I told her that I needed to talk to Crystal as she was helping me. Layla explained that there no way to transfer the call to Crystal and that she would help me instead. I had go through my issue with Layla again and had to wait while she contacted Holiday Inn Golden Gateway (which had already been done by Crystal). After 20-30 minutes on hold, Layla got back to me – giving me the same explanation as Crystal: Priceline does not know what happened to the confirmed reservation, the hotel was overbooked and Priceline can only provide a refund. Again – I explained my position: I am IN SAN FRANCISCO, I do not want a refund, I needed a hotel room. I told her that I do not really care where the fault lies but I am holding Priceline responsible because I received a confirmation number from Priceline. Layla said she w
ould call me back.
Later in the afternoon, Layla called me back that she had tried contacting the Holiday Inn Golden Gateway’s “sister” hotels and can get me a room for $180. I was fine with that as long as Priceline pays the difference ($80). She told me that I needed to pay $180 for the room and that it was not Priceline’s policy to pay for difference in the hotel room charges (even if it was Priceline’s mistake in the first place). I drove the point home that my accepted bid was confirmed for $100 which was what I have been charged and was willing to pay. I also mentioned that this mistake was ultimately Priceline’s fault and since it was Priceline’s responsibility in providing the confirmation, Priceline would need to ensure that I get a 3-star hotel room for $100 (the bid that was accepted by Holiday Inn and confirmed by Priceline). Layla was adamant that there was nothing Priceline can and will do except provide a refund. I told her that I wanted to speak to her supervisor. She refused – explaining that I would need to go to the Priceline website and escalate my complaints there. After a few choice words (in the heat of the moment), I accepted the refund under protest. There I was – stuck at the Fisherman’s Wharf in San Francisco at 6.30pm on Memorial Day weekend without a hotel room (despite having a Priceline confirmed reservation at the Holiday Inn Golden Gateway).
I was very lucky to have some good friends in San Jose and drove 40 miles to bunk with them. I wonder what kind of MICKEY MOUSE operation is Priceline running? One that strands their customer in the middle of a foreign city, with a confirmed hotel reservation that is not even fit to be used as toilet paper and utilizing customer support resources from the Philippines who can’t even speak English well or slow enough for Priceline customers to understand (though they seemed very good at saying “Sorry”). Priceline and Holiday Inn were given a chance to go above and beyond to help a customer in need, a customer through no fault of his own was left in a lurch by Priceline and without a room by Holiday Inn BUT BOTH PRICELINE AND HOLIDAY INN FAILED MISERABLY.
I have been wondering if there has been some form of racial profiling from Priceline and Holiday Inn, especially with my Asian last name. How convenient that my confirmed reservation would mysteriously disappear or given away to another guest. I also found it convenient that a more expensive room ($180) would be made available to me while Priceline and Holiday Inn refuse to honor the $100 confirmed reservation. Perhaps the racial profile had Asians at a higher income bracket who could afford more expensive rooms. I sincerely hope not but I shall be looking more into this.
I have emailed the entire Priceline and IHG (parent company that owns Holiday Inn) management team. What I got as a response was another pathentic apology call from Paula (some executive communication resource). Stay clear of Priceline. Rubbish, useless, horrible are key words to decribe this pathetic company.
I booked hotel rooms through priceline through name your own price. had an offer accepted. Checked into hotel..checked out and was charged by the hotel again for the nights that were supposed to be prepaid already...Thought it was a mistake, but I booked another Hotel room again and the same thing happened. I got off the phone with the hotels and they said that Priceline usually gives them the money through a "ghost" credit card, which in my two seperate instances did not happen. Isn't that some sort of scam of stealing? I'm in debt now 500$. Am I the only one? Can i get responses so I can get a class action law suit. This is definitely not right. We need to stick together and not let corporate america take advantage of people because they are major.
Stay away from this online booking agent. Not only do they not have their physical address listed for their business on their website.. which by the way I thought was a legal requirement they also take your credit card information during registration promise to find you a hotel room at a 40% discount rate and then charge you for a ratty room at a higher than listed rate. I think that there are grounds for a Class Action Lawsuit... Priceline... you need to change your ways, or you will not be around long. The news will spread to those of us who know how to use the web to put you out of business. Your practices are unethical.. listen to what people are saying? They steal your money...
On 5-7-09 I attempted to purchase 2 first class tickets thru priceline.com and I bid what was a reasonable...
I promised I would tell 2000 people about my bad experience with Priceline "Name Your Own Price."
I was a regular user of Priceline.com. so they sent me a voucher for $25 off a hotel booking.
I clicked on the link on my e-mail and was directed immediately to the "name your own price."
I was looking for a downtown San Francisco Hotel, but I am told I clicked on SFO International as well, which is 15 miles away.
I don't recall clicking on it and don't understand why they have all the areas downtown together with SFO airport between them. I don't even think you can see it on the map. Anyway, I probably made a mistake, I don't know. Maybe its a trick becaue they have lots of hotels down that way and can't get people to click on that area.
But I was a loyal customer of Priceline. Of the 2000 or so things I have to click to make a booking, I accidentally clicked on this one.
As soon as I saw the mistake I tried to call but couldn't get through. I e-mailed in ALL Caps saying I was desperate.
Finally I got through but they wouldn't do anything. I asked what their policy was - they don't have one. No refunds, that's it.
I begged to be upgraded. I would happily pay more for a downtown hotel, but they won't bend.
So they don't look after loyal customers. We are just a number to them. Please be aware that if you make a mistake, it's YOUR PROBLEM.
ANYWAY I later found out that even though I had three people in the booking, including my brother and an infant, they booked me a single King Bed Smoking room - just to add injury to insult. I booked all my flights for the three of us through Priceline.com.
NEVER NEVER NEVER AGAIN.
Next time I will find an agent who has a policy about looking after loyal customers.
Purchased a hotel through Priceline online. Six months later I notice unauthorized charges of 11.99 per month from " TLG Great Fun". A little bit of calling and digging shows that TLG Great Fun is an online partner of Priceline, a 3rd party. I never signed up for TLG Great Fun service or authorized them to charge my card.
On the phone, TLG Great Fun says I did when I purchased my room through Priceline. This places the blame at Priceline's door since they are the source of this supposed service and it's purchase from TLG Great Fun through the Priceline site as part of their checkout process. Neither Priceline nor TLG Great Fun are willing to refund the unauthorized charges, nor is my bank since it took me six months to catch it.
Beware of using the Priceline.com website: You are buying more than you think you are and they let on there.
Priceline uses deceptive trade practices to make you think you are getting some kind of deal. I booked a hotel room at Econo Lodge Time Square for New Years. I thought it was right on Times Square, and would be inside the police cordon for the ball drop. Wrong. Room so tiny you couldn't get around the bed without crab walking between the bed and wall. Room $250 a night. Paid in full. Got there, realized I had been scammed, and checked out after two nights. Econo Lodge said 'sorry you booked through Priceline, you must go to them for a refund'. Priceline said 'sorry, Econo Lodge takes care of refunds'. Net result: Screwed out of $500 for two nights of lodging paid in advance.
I'm a lawyer, and if anyone wants to join in a lawsuit, contact me. I'm going to sue Econo Lodge, and Priceline, and let the Jury sort it out. Having a lawsuit pending in NYC makes all my trips tax deductible, so what the heck. If I had been smart enough to check with complaintsboard.com before I did business with Priceline, I wouldn't have made the mistake of doing business with them. Addendum: I found a two room suite CLOSER to Times Square for approximately the same price.
I went on the website to shop for room rates because I was thinking of going out of town for the weekend. They asked me to give my credit card information before they would give me room rates. I did not realize I was agreeing to buy a room without shopping first. Once I gave where I wanted to stay and how much I was willing to spend, priceline gave me a room and charged my card. I was just wanting to see what was available. I didn't realize I had committed myself to this room. I immediately called them and told them of my mistake. They said it was too late once I hit the agreed button. I called American Express to dispute this charge. American Express told me to not pay it and they would investigate. A month later I heard back from American Express who told me that priceline submitted paperwork saying that I had agreed with my initials which I did not do. So now I never used the room because I thought American Express was going to take care of it for me and since it looks like I have to pay for my mistake, priceline will not give me another room since I did not use when I had the reservation. So now I have to pay $675.00 for nothing! This was all a big mistake! A click of the button-- without realizing that I was actually buying a room! I tried to explain this mistake to priceline and American Express and both will do nothing! Priceline website is criminal!
Don't I feel stupid? If I had just check on-line for Priceline complaints I would never have used them, and I would not be out $183 for an economy car rental instead of the mini van I wanted. I had two bids rejected when I clicked on a Priceline email with a subject of "Try Again". When I clicked on it and it pulled up my date of travel, even the hours of pick up and return, and where I was picking up the vehicle I decided to enter a new price bid. But when my bid was accepted, they gave me an economy car and basically said so sad too bad when I complained. A bunch of crooks!
I planned a trip to Boston several months ago. I used Priceline. Never again. Due to a change in plans I tried to cancel the hotel room I had booked. According to the hotel, the time I booked is very busy and they could easily resell the room, but they have a contract with Priceline. Priceline will cancel the reservation, but will charge me the $200.00 for the first night. If I don't use the reservation, they will charge me for the full cost of the complete stay. If I cancel they admit they will resell the room. Usually if a room can be rebooked (ie cancelation is before the stated time), they do not charge you. I have spent a lot of time on this on the phone and on line, but they are adamant that they can do this. Seems this may be how they make money.
I made an offer for a 4*hotel in Paris France in an area detailed Eiffel Tower - Grenelle - Montparnasse and the description read: "Nothing in Paris is more picturesque than strolling through the Champ de Mars taking in the spectacular view of Paris' most famous attraction, the Eiffel Tower. After dusk, catch the Tower's romantic light show, which displays every hour. For a different view, tour Paris from the water on a riverboat in the Seine - many of them set sail from this area. Other attractions located in this zone include the National Assembly, Military School and Le Bon March, the world's first department store."
What I got was a hotel in an office park outside of the city. I tied playing nice and went thru three levels of customer service.. I then sent a letter to the top 5 officers of the company. No response. I then filed complaints with the Attorney's General of OR and CT. Next I filed a dispute with AMEX.
Their only response has been... it falls inside the mapped area. Which is a joke unless you are a city planner and know the city... The point is They describe and area and give you something completely different.
Below please find my communication with Priceline:
Dear Ladies and Gentleman,
I am writing to you as I have received no satisfaction from the 1st three tiers of your organization. I don’t believe that you understand that misleading advertising is not legal or a very customer friendly option. I’ve only heard “we are very sorry, we can’t do anything to help” You can and you must. If you took the time to read what Priceline’s description says and they look at what I got you would certainly understand my frustration. Below is the letter I wrote last night followed by your own Teddi Cremeans, reply. I await a better response.
I have been an avid Priceline.com customer since the beginning, and have been wildly happy with cars, hotels etc.
The above reservation is a disaster. When I booked and looked at the areas you define, I began with area 3 you describe as Champs Elysees, Opera etc. I didn't get my room so I added area Area 4 Eiffel Tower - Grenelle - Montparnasse. What I received is nothing like those areas. Your description of the area is: "Nothing in Paris is more picturesque than strolling through the Champ de Mars taking in the spectacular view of Paris' most famous attraction, the Eiffel Tower. After dusk, catch the Tower's romantic light show, which displays every hour. For a different view, tour Paris from the water on a riverboat in the Seine - many of them set sail from this area. Other attractions located in this zone include the National Assembly, Military School and Le Bon March, the world's first department store." What I got was nothing of the sort. The actual hotel was fine, it is not however in the area you described above. I quote from the actual hotel's web site:
History and national heritage
* Historic monument
* ARC DE TRIOMPHE : 7.00 km / 4.38 mi
* EIFFEL TOWER : 4.02 km / 2.50 mi
* INVALIDES : 6.00 km / 3.75 mi
* LE GRAND PALAIS : 7.00 km / 4.35 mi
* MUSEE D ORSAY : 8.00 km / 4.97 mi
* MUSEE DU LOUVRE : 8.00 km / 4.97 mi
* GRAND PALAIS : 7.00 km / 4.38 mi
* LOUVRE : 8.00 km / 5.00 mi
* MUSEE D'ORSAY : 8.00 km / 5.00 mi
* Special tourist area
* CHAMPS ELYSEES : 7.00 km / 4.38 mi
* EIFFEL TOWER : 4.02 km / 2.50 mi
* MONTMARTRE : 20.00 km / 12.50 mi
What you sold me was a business hotel in an area that is not at all touristy.
I spent 40 minutes with your two tiers of telephone support, the first mans name I do not recall, the 2nd man was Paul Working ID ROAL. He kept telling me how sorry he was, but the hotel falls inside the map... This is not acceptable. If anywhere in your description you would have said "Includes areas such as your area 5 La Defense, I would have never even considered the option.
I would like if you could either cancel my reservation and I can just book a hotel without naming my price or put me into an acceptable hotel and area. Time is of the essence please let me know if you can help me.
Thank you for your time and attention.
I would appreciate any thoughts or ideas.
I booked a flight online through priceline.com I accidently pushed a wrong date on the computer. Within a couple minutes I sent an email informing priceline of my error. Priceline basically said they would not refund or change the ticket date. Since I was to fly American Airines I called them and they said since the email show I let priceline know what happened right away, American Airlines policy was to issue a refund. Priceline again tole me they were not going to refund my money, would not change the date and let me fly at a later date. I'm on disability income and it took me awhile to be able to afford this ticket but now I'm told they will keep my money and will allow me to transfer the date on a later trip. In my opinion Priceline.com is a rogue company and I will be making plans to sue them. No person disabled or not should be treated in this manner. I WILL NEVER USE THIS COMPANY AGAIN AND AM SEEKING COUNSEL TO SUE THEM FOR TAKING MY MONEY FOR A SERVICE THEY DID NOT PROVIDE AND I DID NOT USE! [protected]@sbcglobal.net
I was trying to book a minivan for my trip to Florida 1/18/09 to 1/25/09. I decided to try Priceline.com to get an inexpensive rate. I selected the minivan option, since the only vehicles that will work for us (we have 7 traveling) would be a large SUV or a minivan. I did the "name your own price" for a minivan for $18. It was rejected. I figured I would keep trying different increasing dollar amounts to get the cheapest rate. I then tried $19. So then a confirmation page came up and said that it was approved. However, Priceline reserved us for a MIDSIZE car which is not what I was attempting to book. I immediately called contacted customer service and they said that they would make an exception and reverse $192.49 of the total charge of $211.49, that had already been charged to my credit card. She said I would be still be charged for the price of the rental car for one day! I asked if she could resubmit my offer of $19 for a minivan which is what I was attempting to do; however, she told me that she was unable to do that. I am very upset that I am being charged $19 for a 1-day rental of a vehicle that I cannot and never intended to use, nor reserve AT ALL. The rep stated that the reservations are non-refundable and the website confirmed the type of vehicle. I explained that if I had been able to book a minivan I would have certainly wanted (and kept) the reservation because that was what I was needing and attempting to reserve. I explained that I did not see anywhere on the webpage, prior to the confirmation page, where it confirmed the type of vehicle that I was requesting. The entire time I was inputting the "name your own price" transactions I was attempting to reserve a MINIVAN. She again stated that there was nothing that she could do. I plan to continue to submit complaints via their website/email/phone, and also to contact my credit card company since I was NOT attempting to book the vehicle that Priceline assigned to me. midsize vehicle would be of no use to us during our trip and it was not was I was attempting to reserve. I did not see any type of confirmation of the vehicle type on that particular screen, before submitting the request and do not understand why I would have to pay $19 for one click of the mouse! I am in the hopes that this problem can be amicably resolved. I have emailed them and requested to please do not contact me back with "well, our policies are..." I know what the policies are, but Priceline should have the responsibility of being FAIR to its customers in this type of situation, regardless of "the policies." I know it's only $19, but to me its simply the principal of being ripped off. And, it seems that this is a common practice of Priceline. Priceline sucks!
"Barbara Moseley" <[protected]@yahoo.com>
My son is in the army, at Fort Drum, NY. He and his wife were going to Texas for the hoildays and to meet his in-laws. I bought a ticket for him to return to New York, he is being deployed January 4, 2009. His commanding officer informed them 12-03-08, that the Army will not let them travel that close to deployment. I called Priceline to cancel the ticket and after two hours of going back and forth between Priceline and the airlines, I was told "If you had called to cancel within twenty four hours, we could have refunded your ticket price." My reply, " How can I call within 24 hrs. when my son just found this out today." I bought the ticket on Nov. 27, 08, and I called Dec. 3, 08 to try and get a refund.
Now, I can not transfer it to my daughter, can't get a refund, but they will hold it open for a year: $150. to change the travel plans, $30. fee for Priceline to do this and any amount if the price of ticket has gone up. Considering my son will be out of country for at least a year, so I just paid for a $336.00 tip to Priceline. How can this be, rip off supreme. Oh, and on top of all this, I was finally informed, if I had purchased the travel insurance, I might have gotten a refund. How stupid does this make me feel?! I will not ever use Priceline again.! So my question is, what can be done about this and others I have read on the complaint board? All similar stories of beiong RIPPED OFF?!??!! And like the other complaints, customer service is a big, fat, joke: and not a funny joke at that!!
I booked a hotel and due to change of plans cancelled less then 8 hrs later on same day. Had to wait 10 days for refund on credit card. Will never use priceline again. They were quick to take my money.
I was checking hotel prices on priceline and they charged my credit card without my consent or permission, using credit card information that they had stored from a transaction 6 months ago. I never logged into priceline, checked the 'initial' boxes, or hit any 'buy' button.
I only found out that I had been charged for a hotel room (on my wifes credit card which I didn't have) when I checked my email. Then two days later my wife was searching for a hotel on priceline (not knowing that we had already been charged for one) when the same thing happened again to her. Now we are being charged for two rooms on the same date at the same hotel that we never wanted to reserve! Neither time did we log into priceline, Neither time did we check any initial boxes, neither time did we hit any 'buy' button. .
My previous experiences with priceline have been good, so I am very disturbed at this fraud. My wife is crying and her 50th birthday is ruined!
We have reported our credit card as stolen, and we have reported this fraud to the police. Any suggestions for the Next step? I think that the FTC needs to shut down this fraud of a company. Anyone considering a class action suit please contact us.