I had accidentally booked a * night hotel stay in DC from *th -*th Oct. Our flights were actually a week later. When I realized this on the *th, I called priceline and asked if they could help me out. The agent said the hotel agreed to a refund of * nights ($***) and would keep one night's fee as penalty ($***). I explained to the agent (Mary) that while $*** was something, I'm really hoping they could do a free cancellation, as we were trying to take my son for his spring break, and we couldn't really afford more at this time. After a few minutes, Mary called me back (I have the call and time stamp on my phone) and said that she had spoken to her supervisor and that they had agreed to give me a full refund, and that I would get an email shortly. I was delighted, told everyone at the office about how kind it was of priceline, and went home and booked a full vacation package (flight * hotel). When I didn't get an email email from priceline * days later I called again and this new agent (Lynn) said that there was no record that Mary had agreed to a full refund and that the hotel had charged me the full amount for a 'no show'. I asked to talk to a manager and she connected me to someone named Gee (a senior agent) who said that I would hear back from priceline within * working days. I haven't heard anything yet. I'm stressed beyond measure- I would not have made the second trip if I knew priceline would go back on their word like this. My name is Nan, my case ID is ******** and the trip no. is *** *** ** ***. I've been a long time customer with priceline. I need my refund back asap. Everyone at my work is surprised that priceline would treat a long time customer like this and go back on their word.
GetHuman1321945 did not yet indicate what Priceline should do to make this right.