Priceline.com Ripped off because of a computer error made by priceline Internet

Business ID:

0051000914

Name:

Priceline.com LLC

Address:

800 Connecticut Ave

City:

Norwalk

State/County:

CT

Zip/Postal Code:

06854

Business Phone Number:

(800) 774-2354

I booked a trip on priceline.com website. This trip included flights to and from Victoria BC and a hotel for 1 week. In the process of booking this trip the website gave me an error message as it was being processed. The error said not responding try back in a few minutes. I was finally successful in booking the hotel and flight combination receiving an email to confirm (Reference 221-031-582-90). About a week after booking this trip my credit card company fraud department notified me of a problem. I immediately contacted priceline customer service as directed and after being passed around from one agent to another finally got someone to look into the problem. I was notified over the phone that I had a stand-alone hotel reservation booked for the same place and time as the (duplicate) to the one I had in the email confirmation. I was then passed to an Agoda agent who they said held this booking. Told that it was non-refundable I was sent an email outlining the booking. 110-403-642-71. Frustrated I called priceline back and was told they couldn't do anything about the double booking and they were unable to cancel the hotel portion of the package I had actually purchased (hotel/flight combo). Still frustrated I contacted the hotel direct and spoke with a manager Carolyn who confirmed the double booking. She said it appeared that the Agoda stand-alone reservation was non-refunable but the Torico reservation which was part of my package deal was able to be cancelled. She offered to work with her rep to try and resolve the issue before I arrived at the hotel for August 24th so that I wouldn't be paying for 2 reservations on a single accomodation. I also contacted my credit card fraud department back (Mastercard) and filed a complaint (Dispute Case # 10002337783186). This experience was an eye opener for me. The policies at priceline do not take into account computer glitches or human error. Instead they take advantage of consumers and hide behind a very poor customer service department. I was actually told that according to their records they showed an email being sent so that was all the proof they needed to bill me for the extra services. By putting fine print in the emails (which you may or may not receive) to indicate nonrefundable in the fine print they feel this is acceptable. This mistake happened as a result of a computer glitch or error on their end. Recognizing the double booking they should have been able to easily rectify this error but instead chose to do nothing. I was left to pay for 2 hotel rooms at the same place at the same time for the same event even though they could clearly see the problem. I feel this is a fraudulent business practice that is unacceptable to consumers. In summary, so far I appear to be paying for a double booked hotel through priceline. They refuse to do anything to rectify the situation other than send an email to management which may or may not be true. The hotel recognizes the problem and is willing to try and assist but if unsuccessful upon my arrival and check in will be booked into 2 rooms at the same time (paying for 2). My credit card company alerted of the problem has raised a dispute claim and will hopefully be more successful as a large business to help rectify the error. My complaints to BBB and Consumer Affairs have been made and I have also taken to on line social media like facebook to alert consumers of the practices of priceline and the fineprint which you may never see. The trip was booked through priceline, the bill on my credit card reads priceline but yet priceline refuses to correct the error. This is not acceptable practices in today's day and age, it's fraud. Regards James McNeil