Have reservation thru Priceline for Hilton Pasadena Nov * thru *, ****. Husband has al...

GetHuman1474988's customer service issue with Booking.com from November 2018

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The issue in GetHuman1474988's own words
Have reservation thru Priceline for Hilton Pasadena Nov * thru *, ****. Husband has always prepaid on his credit card. The hotel has had me here waiting for the room since early this morning. Even said they’d call me when their Hilton Honors guest checked out. They never did. It is now ** hours later. I’ve been on the phone w* Priceline and booking.com for * hrs ... and I still cannot get my room. The hotel keeps changing their story. They will not accept a prepaid stay, the last I heard from booking.com when they didn’t come back on the line. The representative from booking.com, Maha, just wrote me an email and said she called me right back, but my phone keeps a record of every call that comes in and there was no call made it attempted. In Maha’s email, of Orlando, FL, booking.com, she further states that Patrick Macalalag, the Front Office Manager, who is making the decisions, that the only way the hotel will honor their reservation is if I pay cash more than double the full cost of the reservation including the taxes and fees, etc. of around $***.** * $*** Security Deposit which is the amount stated by Mr. Macalalag when I spoke with him. Mary Ellen Ralph *I didn’t memorize the confirmation no. & am concerned if I try to check my emails to do so, my connection will be lost again. I asked Maha to please check why I had to pay twice the cost of the entire stay plus taxes and fees and she said the hotel was only allowed to charge the amount of the stay * the $*** Security Deposit they wanted ... but she did not ask or reply in that regard in the her email to me ... nor call me back ... when she said we got disconnected when she came back on the phone ... and why the hotel made me wait around the entire day and did not tell me this until every place was closed (Fed Ex Kinko’s) that my husband could have done a third party confirmation form from there, as he travels constantly for work. I am also handicapped and somewhat elderly (in my seventies) and had traveled by air from the East Coast starting in the wee hours of this morning. The fee for the hotel had dropped to $****night from $*** today, but is now not available as the hotel seems to be overbooked.
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Booking.com

Customer service issue
Reported by GetHuman1474988
Nov 3rd, 2018 - 2 mons ago
I have an issue with Booking.com too
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Timeline
GetHuman1474988 started working on this issue
Nov 3rd 3:34am