We booked our hotel using Priceline (trip number ***-***-***-**) A little over ** hours into our trip, we received a late night phone call stating that a family member was dying and to fly home right away. After making travel arrangements, I called Priceline to get a refund of the unused portion of our trip. The representative,Tanya, said that she needed to speak with a hotel manager in the morning and to please call back in a few days so she would have time to process our request. When I called back today, Juan, told me that the hotel would only be charging me for * days and would issue a refund if I called back after noon. When I called after noon, Saval from Priceline told me that I was not eligible for a refund because the hotel doesn't issue refunds. However, I called the hotel and spoke with the general manager, Mary. Mary assured me that she would have given me a refund, however, Priceline does not issue refunds. The Priceline representative told her that. She asked me to look at my paperwork. No where on it did it say that my reservations was nonrefundable. You would think if this was the case, it would have been written on my paperwork. Furthermore, I would have expected their representatives to be aware of this policy and have been honest about it. All three representatives that I spoke to (Tanya, Juan, and Saval) were ignorant of this policy and said it was the decision of the hotel. This is our first experience with Priceline, and it is very disappointing!
This was especially frustrating as we were trying to deal with a parent who is suddenly dying. I just wanted to receive a fair bill for services rendered.
Priceline can make this right by issuing a refund of unused days for our hotel stay. We booked a * night stay and only used * nights. Please contact us at *****@***.com. We can also be reached at ***-***-****
As a new customer to Priceline, I would have thought we would have been given some compassion due to the unexpected and serious nature of what we were dealing with. We had to rearrange airlines and car bookings* they both gave us a credit for the unused portion of our trip.
As you can see above, I called Priceline and the hotel involved (who was very willing to work with us). It is our hope that Priceline might be more understanding and honest than the representatives we spoke with on the phone. We feel we deserve a refund of the unused portion of our trip.