• Report: #621969

Complaint Review: Priceline Priceline.com

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  • Submitted: Sat, July 10, 2010
  • Updated: Wed, October 27, 2010

  • Reported By: Elizabeth — Woodhaven New York United States of America
Priceline Priceline.com
Internet United States of America

Priceline Priceline.com Misleading Location wrong location of hotel not city of Brea as requested another city miles away, noise issue, privacy of hotel room for woman alone a real issue in security. Internet

*UPDATE EX-employee responds: Zone issue and Curtains!

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        I requested a hotel in the city of Brea specifically and only! I first put in the dates as July 9, 2010, July 10, 2010, July 11, 2010.  I received a conformation of a Hotel in Fullerton a few miles away from the city of Brea for 5 days instead of 3 days. I tried to change the reservation upon arrival at the hotel and then by phone my cell phone for many minutes of my cell phone alotted time and by email for the following reasons:

1. Location wrong, I wanted the city of Brea. It was not Brea in fact miles away from Brea in a totally different city.

2. Noise issue due to convergence of freeways and heavy traffic and train whisle noise.

3. Privacy invassion issue of the other guest of the hotel only males stopped to peer in my window, I a woman alone in my bedroom, and strange male guests stop to see me in my room.  The hotel has a window of each room that faces a common area of a walkway, guest have to pass through the walkway to come and go from their rooms, quest can see into other quests rooms while walking by, men stop and look in and stand at the window they did peer in at the window they talked to each other and close to the window they looked at me as they stood still, until I acknowledged I saw them, objected, and they might have thought I picked up the phone to call security.

        The priceline took the information I called in on several times and said no early check out no prorate of money collected. I emailed and the email said we will have an aswer in 3 hours I called again and got some customer services person who was there just to not clearly answer me or deny my request who put me on hold on my cell phone for 22 more cell minues. No action was taken by priceline customer service, in effect my request was denied.

This report was posted on Ripoff Report on 07/10/2010 10:30 AM and is a permanent record located here: http://www.ripoffreport.com/r/Priceline-Pricelinecom/internet/Priceline-Pricelinecom-Misleading-Location-wrong-location-of-hotel-not-city-of-Brea-as-621969. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE EX-employee responds

Zone issue and Curtains!

AUTHOR: RF_X-pcln - (United States of America)

This is a fairly common misunderstanding when a customer is doing a "Name Your Own Price" hotel reservation. They are asked to choose the "zone" and star level that they would like Priceline to search for them. They're shown a list of zones and star levels to choose from and a map showing what areas of town are covered by each of those zones. Unfortunately, choosing a specific area within a zone is not an option and obviously you dont get to choose the specific hotel. When you "Name Your Own Price" you are agreeing to stay ANYWHERE inside the zone you select if Priceline can find a hotel in that zone with the right star level and pricepoint. Many cusomers chose a zone like the "Las Vagas Strip - north" zone and assume that a hotel directly on the strip will be booked for them, but the map provided shows that the zone covers several blocks on both sides of the strip as well. 


The zone that includes Brea, California is named "Fullerton - Brea" and covers Brea at the northern end of that zone, Fullerton in the middle of that zone, and extends south almost down to Annaheim. Many employees have suggested that the zone names be removed and replaced with numbers or single letters to avoid this type of customer confusion. It would be less convenient for the customer, because they would be forced to check the map to see what zone number to choose, but it would avoid the zone name confusion.


Didn't your room have curtains that you could close?


Always speak with the front desk first if you are unhappy with your room for any reason. (1) they are right there at the hotel and their job is to make sure you're satisfied with your room. (2) there will be a documented compaint regstered. The front desk clerks will have access to a list of available rooms (if any are open) that they could move you into if there is a problem with your room such as being too close to the road/noisy areas, maintenance personnel if something is broken or missing in your room (like curtains), and housekeeping staff, in case the guest needs something cleaned or restocked like shampoo or towels.


If for some reason the hotel reps cant or wont help you, THEN call Priceline (24/7). A Priceline rep will contact the hotel on your behalf to help correct the issue. Your 22 minute hold time was most likely the agent calling the hotel on your behalf. If they (the front desk) had no record of any complaints from your room documented, then they are unlikely to be helpfull. They preffer to be the first ones given the chance to address any issues that come up.


As far as your dates issue, the last step customers are asked to do before completing a purchase on Priceline, is reviewing the contract page. This page contains the zone or zones the customer selected, the star level, check in / out dates, and the guest name. The customer is asked to enter their initials if the info is correct and they agree to the terms and conditions of the purchase. If the dates were not correct you should not have entered your initials.


The purpose of that page is to give customers a chance to review their selections/criteria BEFORE they complete a purchase. You wouldn't beleive how often people mispell their own names, or enter the wrong month or city for their travel plans, or book airline tickets backwards! Nine times out of ten those customers will call a Priceline agent to say that the webpage did it. It's pretty simple for the agent to review all of the recent offers submitted by the customer and many times we find that the customer made the same mistake on multiple offers but never checked their contract page.

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