Priceline
Had to pay at hotel for "package deal!": Customer service is a joke!

We booked 3 package deals to Playa del Carmen, Mexico for over Thanksgiving. We booked 2 rooms for this trip. I called the hotel to confirm our reservations, and they only had 1 room. After talking to Priceline, they guaranteed that they had corrected the problem.

When we arrived at the hotel, we did have 2 rooms, but the hotel only had confirmation for 2 people, not 3. We had to pay an extra $250 for our daughter. After several calls to priceline, from our cell phones in Mexico, it was not resolved.

I decided to wait until we returned to the states to fix it. Calling them is a joke. They just keep transferring your call to somebody else. Then you get to repeat the situation again and again. This, of course, after waiting on hold forever. I have literally spent over 5 hours on the phone with them and no resolution. I have probably explained the problem to at least 30 different people.

They say that it was the hotel's error. We spoke with the hotel and have an e-mail showing that priceline sent booking info for 2 single rooms. (not one single, one double as it should have been)

The bottom line is that we booked 3 PACKAGE deals, which included air and hotel. Because of their incompetence, we had to pay additional for hotel accommodations which we already paid for through priceline.

It has been 2 months since I have been dealing with them attempting to get a refund. All I have received so far is my cell phone bill which has over $85 worth of calls to and from priceline made while in Mexico trying to rectify the problem!

Company: Priceline
Country: USA
State: Connecticut
City: Norwalk
Phone: 6142195098
Site: priceline.com

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