• Report: #731944
Complaint Review:

Priceline.com, Inc.

  • Submitted: Sun, May 22, 2011
  • Updated: Mon, May 23, 2011

  • Reported By: Mary — Edgewater Florida United States of America
Priceline.com, Inc.
800 Connecticut Avenue Norwalk, Connecticut United States of America

Priceline.com, Inc. Priceline, Priceline.com, Priceline, Inc. NO REFUNDS, NO CHANGES AFTER GLITCH IN THEIR WEBSITE COST ME ALMOST $600! Norwalk, Connecticut

*Consumer Comment: Priceline

*Consumer Comment: Being a travel agent.

*Consumer Comment: Are you POSITIVE the booking was a mistake, and not a way to screw you?

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In April, 2011, I went on Priceline to find a hotel for the Florida July Bar Exam in Tampa, FL. I looked at 3 possible hotels, starting with the date of July 25 as my arrival and leaving July 27. I then checked those hotels for July 25 through July 28 (to give myself an extra day after the exam). Then I checked the rates for all 3 hotels for July 24 through July 28, but decided that was too much money.

So, I went back to the dates of July 25 through July 28 & once again checked the 3 hotels to get the one with the best rate, which happened to be Embassy Suites Downtown Tampa. As I was finalizing my reservation, I checked the dates once again, saw the numbers 25th-28th and went ahead & paid for the reservation with my debit card. I saw that it said no cancellation & no refund but wasn't planning to NOT go take Bar Exam. I am, of course, a recent law school graduate, so I am not working right now, but instead studying for the Bar Exam. It cost me around $573 for the hotel so I could be right next to where the Exam is.

First part of May, I receive an email from Priceline asking how my hotel stay WAS. This seemed odd, so I looked at my reservation (that I had put in a safe place until July) and was horrified at what I discovered. My reservation was for the 25th-28th all right, but for APRIL 25th-28th, NOT July 25th-28th. As much as I was checking different dates, hotels, etc., that I was comparing different hotels for those July dates, I KNOW I had put in July 25th-28th. The website had kept my DAYS right but evidently had defaulted back to the current month (which was April when I made the reservation), when I went from one hotel to another. So the first hotel I looked at had the right month and days, then I looked at a second hotel, then decided the first one was better so I went back to it. At that point, the website had kept the days but the month had defaulted back to April, so it wasn't keeping the MONTH I entered, only the DAYS.

I called customer service and was told that because I didn't show up or call, it was treated as a no show by the hotel, and I guess that makes it even harder to get a refund or change your reservation. They offered me $10 off a night on a future hotel reservation, but as a student who spent all of their money on a $573 hotel reservation that I can't use, $10 a night isn't going to help me unless there's a hotel near the Bar Exam that only charges $20 a night.

I wrote and faxed a letter to the CEO of Priceline, Jeffery Boyd. After a couple of weeks, I finally received a response by email and voicemail. They said they cannot change my reservation nor offer a refund and to 'have a nice day'. I also faxed a letter to Embassy Suites about what happened and they never responded, probably because they figured it was a glitch with Priceline's website and I had gone through Priceline to get the reservation. I still do not have money to get a hotel reservation in Tampa because I'm out $573 now. I have had to apply for a Bar Loan which I don't know if I will get. If I don't get the loan, I don't know what I'm going to do.

I have a letter and complaint going out to the Connecticut Attorney General and am going to also contact their Better Business Bureau. I wish I could get on Clark Howard or some other consumer advocate show, or put this out in the media. If there is a glitch in their website, ultimately the consumer is having to pay and they may not be getting what they thought; and Priceline seems to have a zero tolerance policy on issuing refunds, even when it isn't the customer's fault. I have since read about other glitches in their website that have ultimately cost consumers hard-earned money and Priceline won't budge on their no refund, no cancellation policy.

If none of this works, then my next step may be to file a complaint in small claims court. I'm sorry, but $573 may not be a lot of money to a big corporation like Priceline, but to me it's a LOT of money right now as we are living on only my husband's income of about $2000/monthly right now. If Priceline had at least worked with me and changed my reservation dates, I would have paid a fee or the difference to change my reservation and would still use them to book future reservations. If you're considering using Priceline, I would strongly advise against it. Their commercial may say they are The Negotiator, but when it comes to their CUSTOMERS, their policy of no refunds, no cancellation is NON-NEGOTIABLE!

This report was posted on Ripoff Report on 05/22/2011 11:56 AM and is a permanent record located here: http://www.ripoffreport.com/reports/pricelinecom-inc/norwalk-connecticut-06854/pricelinecom-inc-priceline-pricelinecom-priceline-inc-no-refunds-no-changes-after-731944. 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 Consumer Comment


AUTHOR: mr rik - (USA)

I just found 401 reports on these losers!

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#2 Consumer Comment

Being a travel agent.

AUTHOR: Flynrider - (USA)

  When you act as your own travel agent, you are, like any travel agent, responsible if you mess up a booking.    I can tell you're a recent law school grad because of the careful way you worded your complaint :

As I was finalizing my reservation, I checked the dates once again, saw the numbers 25th-28th and went ahead & paid for the reservation with my debit card."

  It  did not go unnoticed that you mentioned checking the date, but not the month.   There's a reason for that, isn't there?   Of course there is.

  I know exactly what happened here, because it is an issue that is common to most websites that use a drop-down box for entering the date.   If your cursor happens to be in a particular drop-down box while you're scrolling up and down the screen,  you will actually be changing the value in the box.   That is why you have to verify the ENTIRE date before committing to a transaction.   The fact that you are in possesion of a confirm that statest the reservation was in April (that you did not bother to read) doesn't help your case.  

I have a letter and complaint going out to the Connecticut Attorney General "

  That's comical.   Don't forget to show the AG your reservation confirmation.  That'll give 'em a chuckle. 

  It seems that they taught you too well in law school.   The notion that everything is always someone else's fault is not necessarily true in real life.    Good luck in small claims.

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#3 Consumer Comment

Are you POSITIVE the booking was a mistake, and not a way to screw you?

AUTHOR: Jim - (U.S.A.)

Sure sounds like it.
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