Priceline.com
Incorrect Quote - hotel reservations

I booked hotel reservations with Price Line on April 14 and was quoted a total of $402.00. Having been a reservations agent myself, I know to verify the quote - which I did, twice. I asked both times did the quote include taxes/fees and was told 'yes.' I even called back after the conversation to verify with a different agent and was told the same - $402 with all taxes and fees. The day before travel, I verified again but this time was told $454.00. I complained to the agent about the misquote and he advised me that the original quote was an "estimate." I told him "no one books reservations based on estimates." He then told me I could cancel the reservation. I was attending a convention and if I canceled there would be no rooms available. I then asked to speak with Customer Service and was transferred to an agent in the Phillipines (Jake). I requested that he listen to the original tape of my booking so that my conversation and quote could be verified. He said I would receive a response within 24 hours; I received an email from Price Line on the day of check-in (May 2) stating that I had been told the price would be $454. I called Cust. Svc. Again and spoke with Jake. I told him evidently the tape had not been listened to and requested again that Price Line verify the quote I was given by the booking agent. He refused, I asked to speak with a supervisor - he refused, and eventually hung up on me. I believe Price Line is hiring inefficient, poorly trained employees and has developed a scheme to lure customers by misquoting rates they have no intention of honoring. The Customer Service agent was reading a script, he was not proficient nor did he know how to handle my complaint. I know no one listened to the tape of my original conversation - they had my money, that was all that mattered. I ended up paying more by booking through Price Line than the convention rate which I could have had the Price Line agent not intentionally misquoted the rate. The hotel was The Greensboro Sheraton in Greensboro, NC. (May 2-5).

Company: Priceline.com
Country: USA

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