Priceline.com — bait and switch
Priceline Trip number: [protected]***
Hotel Confirmation: [protected]***
To Whom This May Concern,
On July 2 I booked a hotel through your site. I booked the Surfside Hotel and Suites in Provincetown, MA for one night, August 7th 2010. The room that was booked was for 2 double beds courtside. I received a confirmation email stating my reservation was complete.
My party and I drove 6 hours to get to this hotel. Upon check in, the hotel manager said that they have me reserved for a king bed. I replied saying I had confirmed 2 double beds and showed her my email which stated 2 double beds. She then showed me the Priceline confirmation which they received from your company which stated 1 king. This would not have ordinarily been a problem however this hotel was booked completely. There were no other rooms they could give us. We then asked for 2 cots seeing that there would not be enough room for 4 ladies to sleep. They replied that all cots had been reserved. At this point we were given a pile of sheets and blankets and told, "Looks like some of you will be on the floor".
We then asked if they would help us locate an alternate hotel as this was not right for us to pay $256 for 2 of us to sleep on the floor. We were told that this was peak season for the area and all hotels were sold out. The manager then told us that we should contact Priceline as they were the party at fault for submitting the wrong information.
We took the keys to the room and headed up 3 flights to our king room. Once there and settled, I called the Priceline customer service line. After speaking with the first agent, she transferred me to a customer advocate.
I explained the situation to the customer advocate and he insisted that Priceline submitted the correct information to the hotel. I advised him that the manager showed me the Priceline information and it did state from your company that I had reserved 1 king room. I told him we were at a loss because first, we drove 6 hours with traffic to this hotel I had reserved a month previous. There were no other hotels within a 50 mile radius that had any type of vacancy being that this was peak season. I also explained that there were no cots we could rent from the hotel.
The customer advocate told me that all he could do was cancel my reservation minus the deposit. I was told by your company that I would lose out on $128 and have no hotel room after driving 6 hours and I was out of luck. I was told that it was not their problem and it was the hotel's fault. I told the customer advocate that this was completely unacceptable and I wished to speak with his manager. He refused to transfer my call stating that there was no one else I could speak with. He said if I had a problem with that then I could send you an email, which is what I am doing now.
I said I was extremely upset about the situation. This overnight vacation was for my best friend whom is about to be married and we wanted a girl's night out. We had made dinner reservations and bought tickets for a show that if we had left, we would also lose out another $100 for the show tickets. I asked if there was some type of compensation whether it is partial or not seeing that your company has a guarantee that we get what we pay for. We did not get what we paid for, we got taken advantage of. His response was simply, “I am sorry if you are not satisfied with the answer I have given you. Thank you for calling Priceline. Goodbye."
My party and I spent the night in this hotel because again there were no other vacancies within a 50 mile radius. The bride slept on the floor along with the maid of honor because they felt terrible that we went through all this trouble and had been taken advantage of. We had booked this specifically so we were close to our show and dinner reservations. We booked it through your company because we felt that it was a good company to use. We have used your company before and always have been satisfied.
I am now left completely unsatisfied with this experience. I am left embarrassed because my bride had to sleep on the floor. I paid $256 to have 2 of the 4 ladies sleep on the floor. I paid $256 to at least have a roof over our heads and to avoid losing out on a 50% deposit and show ticket costs. I am left feeling cheated by your company. I am left feeling that I did everything right and I got taken advantage of.
So, I am writing you this letter to see what your company can do for me. This was not in any way my fault. This was Priceline's fault for submitting the wrong information and having absolutely no solution the remedy this mistake. I feel that I should be entitled to some type of monetary reimbursement seeing that this was Priceline's fault. I do not want a voucher for future vacations as I am no longer interested in using your company for any type of travel.
I would like a call back from you once you have received this letter. I also plan on post- mailing this as well. I feel that I deserve the respect of a follow up with this information at the earliest convenience. Thank you so much for your time in reading this letter. And please let me know if you need to verify any information. The hotel has also offered their assistance with this as well. You can contact the hotel manager, Elizabeth and she will be more than happy to fax you any necessary paperwork you would need.
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