Priceline Customer Service Issues

My significant other booked a motel room for me on September 2-3 and arranged to change the reservation from his name, Luis G., to mine, Brandy S. He received a confirmation email and saw a charge on his bank card. However, upon arrival, the hotel claimed the room wasn't paid for, forcing us to pay again. We paid $[redacted].95 in total ($[redacted] deposit and $65.95 for the room), despite the confusion with the previous charge. I have documentation, including a confirmation number, receipts, and screenshots of the conversation confirming the name change with the hotel. It's puzzling why there is a discrepancy between the charges on the bank card and the hotel's records, and I'm seeking clarification on the situation.

My wife and I were booked to stay at a Quality Hotel on [redacted] Aredell St. in Morehead City, North Carolina through Priceline. Unfortunately, we had to leave due to the poor condition of the room. The issues we encountered were as follows: - The microwave had rotten food in it. - The refrigerator was dirty with a pool of soda at the bottom. - The bathroom mirror was dirty. - The tile floor in front of the sink was dirty. - The TV and telephone were not working. After discussing the problems with the hotel staff and no other rooms available, we checked out. The staff were accommodating and assisted in securing a refund from Priceline, with a phone call follow-up from a representative who validated our experience and reversed the charges. Despite the refund, our Labor Day weekend was ruined by this experience. We traveled six hours in one day and were left exhausted. I am requesting three complimentary nights from Priceline at a hotel of my choosing to compensate for this unfortunate turn of events. - S. W.

Dear Team, I have reached out multiple times regarding my upcoming flight from Orlando to San Antonio. I initially planned this trip for medical appointments with several specialists. Due to current Covid-19 protocols, my specialists are now requiring phone consultations before in-person meetings. Additionally, a medical procedure needs to be scheduled on September 16th, prompting me to adjust my return date. I am aware of the flight policies in place and am not seeking a refund, but rather a credit to reschedule my return flight in coordination with my healthcare provider. Thank you for your attention to this matter. Sincerely, R. Zimmerman

I had a hotel reservation through Priceline for La Quinta Inn in Rancho Cordova, CA from 09/05/[redacted] to 09/07/[redacted]. Upon arrival, the hotel did not receive payment from Priceline due to an issue with the Virtual Card. After a 90-minute hold time with Priceline, the hotel offered to re-book at a lower price and advised me to seek a refund from Priceline. However, contacting Priceline now requires a 2-hour wait time. They mentioned a callback system to retain my place in line, but I am skeptical. I appreciate any assistance in resolving this matter. Thank you, Jim.

I, M. Sullivan, made a reservation for a room through your service last night. Unfortunately, I was given a room that was not actually available. I then had to pay extra to upgrade my room. I was surprised to learn that my booking was done through Agoda, a third party I was unaware of. I am seeking a refund for the inconvenience. Additionally, I need to extend my stay and would like a credit for the additional expenses incurred due to the room issue. While I understand a refund for tonight's stay might not be possible, I hope for better customer service going forward. I look forward to a prompt resolution, as my companion and I are not feeling well after dealing with this situation in the heat. Please contact me at your earliest convenience, a phone call would be preferred. [redacted]

I booked a round trip non-stop flight from Raleigh to Seattle for my granddaughter's 1st birthday on Aug 4, [redacted], departing on Oct 27, [redacted], at 7:30 am. There were two flight changes. The customer service representative asked me to check back in two weeks to see if it could be changed back to non-stop. Today, on 9/13/[redacted], I called and was put on an 85-minute hold before speaking to a specialist. The specialist's headset made it hard to understand her. After the call, I was told there were no non-stop flights. I am very disappointed and frustrated. I will not be using Priceline again and will advise others not to do so either unless this issue is resolved. Trust was broken as the original non-stop flight I paid for was changed to include a layover.

I have been erroneously charged by Priceline for four hotels unrelated to me dating back to June [redacted], amounting to over $1,[redacted]. I submitted my bank statement in July [redacted] and followed up on July 21, [redacted], with no resolution. Upon contacting them on 9/14/20, a representative mentioned additional bookings in Nebraska and North Carolina that were not mine. After verifying with each hotel, the representative promised a refund, but the call got disconnected. Despite calling three more times, I was informed that the refund was being processed, yet no action was taken. When I called today, a different representative was unhelpful and claimed these were my charges despite my denial. I became frustrated when she refused to escalate the call to her supervisor.

I have a credit that I would like to apply to a new flight so I can get home. Every time I call your support number to use the credit, I receive a message saying I will get a call back. For instance, last night, the call back wait time was 5 hours. This morning, the wait time was 1 hour. When I finally received the call back, my phone rang once and then hung up. I’ve called back four times this morning, each time with a 2-hour wait for a call back. My phone seems to work fine for other calls, so it’s not my phone that’s the issue. Can you please apply my credit from trip number [redacted]0 to the new flight #[redacted]? Waiting for a call back is delaying my ability to schedule this and the rates are increasing as my trip approaches. I need to schedule this promptly to make my connecting flight on time. Please help me with this as trying to reach your support staff has been extremely challenging. I have been trying to contact them without success for 3 days. I'm pleading with you to assist me, please.

I am a new customer who made a reservation for a 1-bedroom villa for September 20th to 23rd. Upon check-in, I was informed that I had a reservation for a 1-bedroom studio instead. I cancelled a booking with Residence Inn Marriott, opting for your villa which I believed to be superior. The confirmation I received from you/Priceline was for a 1-bedroom villa, not a studio like the one I was placed in. I urgently need this error rectified without any additional charges. The studio lacks both a kitchen and a living room, which are essential for my stay. Kindly assist me in resolving this issue promptly. I am eagerly awaiting your response. Thank you!

I need assistance with a flight cancellation issue. My round trip flight from Denver to Ft Lauderdale on September 3rd wasn't properly cancelled, leading to me being marked as a no show. I contacted Priceline immediately via messages and emails, as I was told that my flight was cancelled when I initially did it in a rush due to an emergency. Despite my attempts, I haven't received a response yet as I've been preoccupied with caring for someone. Also, I encountered problems at The Beach Hotel in Hollywood Fl with undisclosed fees and charges I was forced to pay. The front desk insisted on an extra fee, which I believe was already included in my booking. The unexpected charges, including parking fees and strict check-in/out times, made my stay less pleasant. I'm seeking a refund for these double charges on my credit card promptly. Thank you, Karla J Evans.

I called Priceline on Tue, Sept 15, [redacted], to reserve a hotel at the Courtyard in Mt. Juliet, TN from Sat, Sept 19 - Tues, Sept 29, [redacted]. The representative gave me cancellation numbers: [redacted] or [redacted]. On Fri, I tried to cancel but faced long wait times and eventually canceled. Confirmed with #[redacted]58 at 10:02 PM Ohio time. Was charged a cancellation fee of $[redacted].77 despite being told I had until midnight to cancel. Requesting a full credit. Also canceled flight and rental car. Disappointed with the customer service experience and hope my conversation can be reviewed. Contact me via email if further details are needed. Thank you.

G. Rath-Valter Address: Zum Forst 17, [redacted] Dülmen Phone: [redacted]45 On the evening of September 14, [redacted], I booked a double room with breakfast at Easy Hotel Scheveningen Den Haag. I did not receive a booking confirmation via email but was asked to enter all the details again. After doing so, I received a booking confirmation for 1 double room with breakfast with the booking number [redacted]. I assumed that only 1 room was booked and paid for. Upon arrival, I was informed of a double booking that had already been paid for from my account, which was not intended. We only used one room. I immediately raised the issue at the hotel, and they directed me to Booking.com. After some back and forth, they informed me that they cannot access the specific booking details and advised me to contact Priceline. Please clarify why I was asked to re-enter the booking details and why I was not informed that I had booked 2 rooms. I request a refund for the double booking. Sincerely

I made a reservation for a car through Priceline for my Key West trip, with the confirmation number [redacted]COUNT. The rental was booked with Enterprise, but when I arrived at the Key West Airport, I found that Enterprise was affiliated with Nationwide. The Enterprise representative mentioned a dent on a Nationwide car linked to my rental, which prevented them from providing me with a vehicle. I believe this issue arose because the damages were not inspected with me prior to renting the car. The dent was old and rusty, but it was not highlighted during the car pick-up. I would appreciate it if Priceline could assist in transferring my rental to Hertz or another company in Key West.

This is my third attempt to address this matter. My Priceline Trip #[redacted]-[redacted]-[redacted]-79 concerns my stay at Courtyard Marriott in Mt. Juliet, TN from September 19 to 29, [redacted]. During booking, the agent assured me I could cancel by Friday, Sept. 18, before midnight Mt. Juliet, TN time. Despite multiple failed attempts to reach an agent by phone and a 44-minute wait time for a call back, I managed to cancel at 10:02PM through your automated phone system. I contest the $[redacted].77 cancellation charge on my credit card as it contradicts the information given by your agent. I wish to avoid consulting a chargeable Expert and request a direct phone number to speak with a customer service representative. You can contact me via email at [redacted]

I attempted to make a reservation three times, providing all of my information and credit card details each time, but received a message saying the booking was no longer available. Frustrated, I called customer service, as the chat was unhelpful. The automated system mentioned a reservation linked to my phone number, but when I requested a callback, it estimated a one-hour wait and never followed through. This level of service is unacceptable. I need clarification on whether I have a reservation and want assurances that my credit card will not be charged. Please have a representative reach out to me promptly. Additionally, I am concerned about my email privacy.

I made a reservation for a stay at a hotel in Orlando at a La Quinta Inn from 9/4-9/7. Unfortunately, the bed was very uncomfortable, causing my girlfriend to be unable to sleep. Therefore, we decided to switch to a Holiday Inn Express, also scheduled through Priceline, from 9/5-9/7. When I checked out of the La Quinta on the morning of 9/5, I informed the front desk associate that we were leaving early. He mentioned a potential refund for the remaining nights but explained that since the booking was prepaid, I needed to contact Priceline so they could liaise with the hotel for the process. Following up about a week later during work hours, the Priceline associate contacted La Quinta Inn. Despite some confusion in communication, it seemed they were unable to locate a specific record, leading to a conclusion that a refund might not be possible. Realizing the issue persisted, I ended the call. I don't mind covering the first night at La Quinta, but I hope to avoid charges for the following two nights as we stayed elsewhere. Thank you for your assistance.

Regarding my recent booking with Priceline for a trip to Haiti, I encountered a problem upon arrival at the Royal Oasis hotel. Despite having paid in advance, I was asked to pay again as Priceline had not settled the bill with the hotel. After contacting both Priceline and Booking.com, I have not received a resolution or refund for the payment I made at the hotel. This is not the first time I have faced issues with Priceline as a similar situation occurred with a previous booking to Haiti. I am still awaiting a refund and would appreciate assistance in resolving this matter. My contact number is [redacted].

I reserved a car through Priceline for a trip to Las Vegas from 09/21/20 to 09/25/20, selecting ACE at McCarran Intl Airport (LAS) as the rental location. I opted out of the Loss Damage Waiver (LDW) as I have coverage through my credit card. My confirmation code is POV[redacted]0, and the Priceline Trip Number is [redacted]-[redacted]-[redacted]-44. Although I was initially charged $[redacted].69, the ACE staff in person insisted that I needed the LDW at $29.95 per day, totaling $[redacted].8. This was unexpected as LDW is usually optional for rental companies. It caused frustration as it was not clearly stated on the website during the booking process. This misunderstanding led to an unnecessary extra cost as my credit card already offers similar coverage. Despite this issue, the trip itself was enjoyable. The lack of transparency regarding the LDW requirement at ACE upon arrival was disappointing and should have been communicated better during the booking process.

I am feeling frustrated and taken advantage of after my experience trying to switch my reservation from Hosmer to Federal Way. Despite my efforts, no supervisor was willing to assist me, and it seemed like everyone was against me. I believe your employees should focus on solving issues rather than creating them. The response I received, "You should have read the fine print," was disrespectful and disappointing. I also encountered difficulties communicating with representatives from another country, and now I am unable to get a refund or speak with anyone further to resolve the situation. I urge for a prompt refund and suggest arranging accommodation at either an Extended Stay or Comfort Inn to help restore trust in Priceline. I appreciate your attention to this matter and anticipate the refund to be processed soon following the cancellation of my reservation.

Subject: Urgent Assistance Needed for Trip Number [redacted] Dear Support Team, I arrived home this evening from my trip. Unfortunately, I encountered significant problems with the car rental company you recommended to me. After my flight landed around 9:30 PM, I tried calling for the shuttle as advised by the airport ground crew. Despite multiple attempts, there was no answer. I then tried various numbers listed on the website and finally got through to someone, but the representative was very rude. Despite my inquiries, she was unable to provide clear instructions. The airport ground crew directed me to the off-airport pickup location, but I couldn't find it. The branch representative abruptly ended our call, and the pickup service did not respond. Having no alternative, I returned to the on-site car rental and managed to secure a vehicle at a significantly higher cost than originally planned. Please assist me in canceling my reservation with the problematic car rental company. I travel to Fort Myers every three months and have never encountered such difficulties before. Your prompt help in resolving this matter is greatly appreciated. Thank you, Nick Greco