On **** I called Priceline to book a room at the Santa Clara Biltmore Hotel on ****. I...
GetHuman1178529's customer service issue with Priceline from September 2018
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The issue in GetHuman1178529's own words
On **** I called Priceline to book a room at the Santa Clara Biltmore Hotel on ****. I was quoted a price of $*** by your representative. I believe full price was $***. When he tried to run my card, the transaction would not go through. He tried several times and i told him that i had just used the card and it had worked. He put me on hold for ** minutes and told me when he came back on that there seemed to be an issue in the priceline system with certain reservations. He told me he would hold the room for me, but could i call back the next day when he assumed they would have fixed the error. I called back and got a representative named edwin or edwick. He ran the reservation with two of my cards and it would not go through. He told me he had not had any issues that day so it must be my card. At his request, i put him on hold and spoke to my card companies. They assured me it was not a card issue. While he was on hold, he must have spoken to someone who told him that there was in fact a Priceline issue with some reservations. He suggested that i book the room through him at full price, then call back in a week as you would surely have things fixed. He would then cancel the full price reservation and rebook me at the advertised rate. I did book but asked him to call me back as it was a priceline issue and he would know better than i when it was fixed. He assured me he would call back in a week. He didn't. Today i called and was informed that Priceline would not honor the original quoted price because it was no longer being offered and you could not cancel the original reservation. This was told to me by a representative named Dylan and then again by Ashley, your supervisor. After spending almost three hours over * different days, with people promising to contact me and then not honoring that commitment, your supervisor told me the exact opposite of what your rep told me. Ashley acted as though i was trying to pull a fast one on her, even though i'm sure she can see all of the transactions that took place. The reason i asked to speak to her and am now contacting you is not so much the $** difference in the room price, it is about a company that makes promises and then fails to honor them. Is this a company that you would want to continue to do business with, one that promises things they don't honor, one that won't communicate when they say they will? If I have a company that makes an error, i do everything I can to fix that error and make sure my customers are satisfied. These people did not seem to be interested in that rule of business, their attitudes seemed to be, we got what we wanted out of you, tough luck that we didn't hold up our end of the deal.
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