CB Travel and Vacations Priceline.com Priceline hotel cancel policy is inaccurate, provides no assistance

Priceline.com review: Priceline hotel cancel policy is inaccurate, provides no assistance

tvl528 of Fort Worth, US

Mar 24, 2025 2:20 pm EDT

Featured review

Beware if cancellation of your reservation becomes necessary.
I booked the Hyatt Regency DFW via Priceline who partners with Booking.com. On the day I booked the room the Priceline website stated the rate (269.78 USD tax included) was refundable if cancelled 3 days in advance. I cancelled the reservation 12 days in advance and received another email from Priceline acknowledging the cancellation and stating the booking is refundable and the refund would be posted with a few weeks.
A few weeks passed with no refund so I contacted Hyatt reservations and they stated the rate was NOT refundable and I was advised to contact the Hyatt DFW property directly for a resolution.
I contacted Priceline and they stated they were unable to reach the Hyatt by phone and they did not reply to their email. Priceline passed it back to me and stated it was my problem and I should pursue a refund from Hyatt. Priceline did nothing to help.
After I sent a few emails to Hyatt customer service for follow up they never replied to any of them.
The best I can do at this time is to dispute the charge with Visa which was the credit card they billed. I do not understand why Priceline advertises a refundable rate when they are not complying with hotel's cancel policies.

Recommendation: Verify hotel cancel policies because Priceline provides no support on inaccurate info

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flavie.lemarchand-wood@priceline.com

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