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Priceline Complaint - Priceline won't admit to mistakes - Hotels Booking
Priceline Complaint

Priceline Complaint

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Priceline won't admit to mistakes - Hotels Booking


You have been connected to Ray.
Ray: Hi, Victor ! Thanks for choosing to chat with us today, how may I help you?
Victor: This is for the record:On February 6th 2015, I booked a hotel room at 10am at PriceLine .com. The dates requested were for March 9th to March 11th in London, UK. I then received an email from Priceline confirming a hotel room for February 9th to February 11th. I then contacted Priceline to advise them of the error and requested that PriceLine move the reservation to the same days in March as originally requested.I had no problem with the price. Priceline refused to do this even though I was not challenging the days or the price - just the fact that they had gotten the month wrong. I spoke to a representative as well as a supervisor. Both were adamant that they would do nothing to help. I have therefore placed this transaction in dispute with American Express, and am using this Live Chat as a record.
Victor: The priceline ref. # is:Priceline Trip Number: 269-582-103-50

Ray: I can certainly check that for you. Please give me a moment to look up your reservation.
Victor: I am still open to my original request to confirm the same booking for March 9 - March 11th providing that Priceline credit the original transaction.
Victor: Did you find the booking?
Ray: Victor, our records show that you had contacted us before regarding this issue. As advised by the previous agent, due to contractual agreements with our travel partner's, we can't change, your reservation, the only option available is to cancel with resubmit due in your contract page you have entered the dates that you have on your reservation.
Victor: I had agreed to do that, however, that you have entailed a penalty charge in excess of 50%.
Ray: Victor, our records indicate that you did not agree to the cancel and resubmit option.
Victor o: I said that I would agree to cancel and resubmit if there was no penalty charge. I was told that was not an option.
Ray: That is correct, unfortunately the reservation is restricted and we are not allowed to cancel it or change it after booked, we are making an exception.

Victor: This happened less than an hour of finding out that you had incorrectly confirmed the month. I had booked flights and hotels for parts of the same trip with airlines and hotels and none of them got the dates wrong - just Priceline. I therefore stand by by original proposal to book for March 9th to March 11th in exchange for cancelling the incorrect booking.
Victor: Please advise if this is acceptable or not.
Ray: Victor, if you need, I can email you a copy of your contract page showed to you prior purchase where the dates were confirmed and you accept the dates that were showed to you prior purchase.

Victor: That does not resolve the matter. I know that I had booked March 9th to March 11th. In fact that was the third attempt to get a hotel with the correct dates. So if you are not prepared to work with me on this, I guess we will have to let American Express Dispute Resolution deal with this, and you will lose a customer.
Ray: Victor, as a consumer, it's at your discretion to contact your credit card company or bank about any transaction. I will document your record that this is what you advised us you will do. We will provide them with any requested information regarding your purchase.
Victor : Thank you. I will provide American Express with a transcript of this conversation.
Ray: Thank you for choosing to chat with us today, Victor, I do apologize if that was not the best resolution. Please chat with us again if you need anything else. Have a good day!


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