• Report: #617283

Complaint Review: priceline.com

  • Submitted: Thu, June 24, 2010
  • Updated: Wed, October 27, 2010

  • Reported By: Michael — Pleasanton California United States of America
priceline.com
Internet United States of America

priceline.com they booked the wrong hotel for our anniversary, refused to fix it, and still charged us for their mistake. Internet

*UPDATE EX-employee responds: Who booked the wrong hotel?

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I made a hotel reservation through Priceline.com for my 20th anniversary. I trusted the company did the right hotel reservation. I noticed the charge on my credit card and it to seemed accurate. When I called today to get additional information from the hotel, I found out it they did not have a reservation.

I called priceline.com and they refused to fix the error. They also stated they were going to charge us one night hotel fee since we were cancelling the reservation. We were not cancelling anything.

We made a reservation with a one hotel on priceline. They never made the reservation with that hotel, and booked us in a different hotel in the same city for a much cheaper rate. They saved themselves a ton of money on the bait and switch they did with us. Do not use this company, they are dishonest, and refuse to be accountable for their errors.  To book one hotel and make a reservation with a cheaper hotel is dishonest.

 


This report was posted on Ripoff Report on 06/24/2010 06:31 PM and is a permanent record located here: http://www.ripoffreport.com/r/pricelinecom/internet/pricelinecom-they-booked-the-wrong-hotel-for-our-anniversary-refused-to-fix-it-and-sti-617283. 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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#1 UPDATE EX-employee responds

Who booked the wrong hotel?

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

Was this a "retail reservation" or a "Name Your Own Price" reservation?

You say "I made a hotel reservation through Priceline.com ... ". Does this mean you used the webpage to book this?

 

If it was a "Name Your Own Price" reservation, you dont get to choose the hotel. Customers get to select the area (zone) where they want to stay, the star level they want, and their offer price, and Priceline would look for a hotel matching that criteria.

Picking a retail hotel reservation, and then going backwards on the webpage to access the "Name Your Own Price" system instead DOES NOT allow customers to name their own price for a specific hotel!

 

If it was a retail reservation the webpage provides identifying info for the hotel such as the full name and address of the property. Many hotels have the same or similar names, and customers frequently choose the less expensive one without checking the address. The Priceline webpage also provides a map showing the location of the hotel as well. The last step in the purchase process is to review and initial the contract page. The contract page would show the name and address of the hotel selected by the customer, check in / out dates selected, the guest names, and the terms and conditions of the purchase (including any cancelation policy set by the hotel). If you put in your initials you are saying that the info on the page is correct and that you agree to the terms and conditions.

 

If the reservation was booked over the phone, the sales agent is REQUIRED to read off the full name and address of the hotel, when they are reviewing the contract page with the customer, before completing the purchase. They also have to stop at the end and ask the customer if the info is complete and correct. Priceline sales agents are not mind readers, and usually are not familiar with every city a customer wants to stay in. They wont know, for example, if you really wanted the Hilton Dublin Downtown on Market Street, or the Hilton Dublin on Main Street unless you tell them. That's why they have to read back EVEYTHING on the contract page before completing the purchase! Those sales calls are usually recorded and if a reviewer can hear the customer tell the sales agent that the info on the contract is correct, then the error is the customers not Priceline.

 

If a reviewer had found that the sales agent skipped the full name or address of the hotel, or somehow booked a hotel you didn't agree to, they would offer to cancel the reservation for you with no charge. Since they didn't offer to cancel with no fee it seems likely that they found evidence to suggest it was the fault of the customer.

 

At least 80% of the time there is a booking error, it is unfortunatly the customer who is at fault, and who "refuse to be accountable for their errors".

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