Priceline.com
Undisclosed $15 per night resort fee, customer service offered no relief

My wife booked a hotel with two rooms for her, me and my parents, for a trip to visit our son & daughter-in-law during Thanksgiving. She used the Name-Your-Price tool and was awarded an acceptable price for a nice hotel. When we were notified as to the hotel in which we would be staying, I visited the hotel website to inquire as to what we could expect. Wow, was I surprised to read (in BOLD print) "Please note: Our resort has a $15.00 service fee per room per night to be collected upon departure." Ok, $15.00 is not much, but it raised our room rate by $90. I called PL to inquire, since this surcharge was hidden from us during the Name-Your-Price process, and because this fee is not customary or one which is charged by other area hotels in the same star classification.

If you have experienced a problem with PL, and contacted customer service, you can stop reading here. The PL company logo says, "No Refunds, No Cancellations, No Customer Service. Once you book, you are on your own. Good Luck from PriceLine!" Even though I worked through the first tier of customer service up to level two, the representative agreed that the surcharge was hidden and would only be revealed once I booked the accommodation and paid for it. I was told that such practice was an acceptable PL policy and was included in the fine print I should have read before bidding.

I asked level 2 customer service if there was anything which could be offered to help me have a positive outcome to this experience with PL, and she said no. There is nothing I can offer you which will bring happiness to this situation. That's almost the end of the story. I have enjoyed some positive experiences with PL, but this is not one of them. Just remember: "No Refunds, No Cancellations, No Customer Service, No Happiness. Once you book, you are on your own. Don't bother calling us. Good Luck from PriceLine!"

Company: Priceline.com
Country: USA

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