I had been a current first time client of Priceline. Our current dreadful expertise in arranging a in Bay Area and also the following relationships with Priceline’s inefficient, inadequate and “sorry-excuse” to get a customer support group has make sure that I'll never employ Priceline’s support again. I've selected to create this concept to emphasize my difficulties with Priceline and also to alert prospective tourists to remain from Priceline.
Our headache started after I chose to provide Priceline a attempt centered on a from the friend. I visited the Priceline site on Friday evening (5/21/09) and created a $100-daily bet to get a space in 3 star resort in Bay Area over Memorial Day weekend.inside a moment of distributing my bet, I obtained a note that my bid was approved from the Holiday Inn Golden Portal resort in downtown Bay Area (from the Civic Center).
About The Sunday day (5/23) on my approach into Bay Area, I chose to provide Holiday Inn Golden Entrance a phone to confirm the accommodation setup (double sharing or king/queen-size mattress). I talked towards the resort consultant who advised that my Priceline verification number was unacceptable which there have been no further bedrooms available. Puzzled and concerned but nonetheless assured that Priceline could be ready to correct this distress, I named the Priceline customer care amount. Talked to client reservation expert called Gem and he or she named Holiday Inn Golden Entrance to discover the issue. She returned in my experience, detailing that she didn't understand why my established reservation wasn't legitimate. She also described the resort was overbooked which Priceline can only just provide me a return. I advised this wasn't APPROPRIATE. I'd a ESTABLISHED reservation (not really a “tentative”, not really a “maybe” but a “CONFIRMED” reservation). I informed Gem that I anticipated a phone ba
Ck within an hour to get a position update since I had been on my approach into Bay Area and that I needed somebody from Priceline to become along with this.
At 12.15 pm, there is however no term from Gem or any Priceline consultant. I chose to contact Priceline again. Talked to a different consultant, Layla or Leila. I informed her that I had a need to keep in touch with Gem as she was helping me. Layla described that there-no method to move the phone call to Gem which she'd enable me instead. I'd undergo my problem with Layla again and needed to delay while she approached Holiday Inn Golden Entry (which had been already completed by Gem). After 20-30 minutes on-hold, Layla returned in my experience – providing me exactly the same clarification as Crystal: Priceline doesn't understand what occurred towards the established reservation, the resort was overbooked and Priceline can only just give a return. Again – I described my placement: I'm IN BAY AREA, I don't need a reimbursement, I required a. I informed her that I don't truly care where the problem lies but I'm holding Priceline accountable since I obtained a verification number from Priceline. Layla said she watts
Ould contact me back.
Later in the morning, Layla named me back that she'd attempted calling the Vacation Inn Gold Gateway’s “sister” resorts and certainly will get me an area for $180. I had been good with that so long as Priceline gives the distinction ($80). She explained that I had a need to spend $180 for that space which it had been not Priceline’s plan to cover distinction within the accommodation costs (even when it had been Priceline’s error within the first position). I went the purpose house that my approved bet was established for $100 that was what I've been billed and was prepared to spend. I also described this error was fundamentally Priceline’s problem and because it was Priceline’s obligation in supplying the verification, Priceline will have to make sure that I obtain a 3 star accommodation for $100 (the bet which was approved by Holiday Inn and established by Priceline). Layla was adament that there is nothing Priceline may and certainly will do except give a return. I informed her that I needed to talk to her boss. She declined – detailing that I'd have to visit the Priceline site and advance my issues there. Following a few alternative phrases (within the warmth of as soon as), I approved the reimbursement under protest. There I had been – caught in the Fisherman’s Wharf in Bay Area at 6.30pm on Memorial Day weekend with no accommodation (despite having a Priceline established reservation in the Holiday Inn Golden Entry).
I had been really fortunate to possess good quality buddies in San Jose and went 40 kilometers to garbage together. I wonder what type of MICKEY MOUSE procedure is Priceline operating? One which lengths their client in the centre of the international town, having a established hotel reservation that's not really match to become utilized as toilet paper and employing customer care assets in the Philippines who can’t actually talk English nicely or sluggish enough for Priceline clients to comprehend (although they appeared excellent at stating “Sorry”). Priceline and Holiday Inn received an opportunity to exceed and beyond to assist a person in need, a person through no-fault of their own was left in a lurch by Priceline and with no space by Holiday Inn BUT EQUALLY PRICELINE AND HOLIDAY INN FAILED MISERABLY.
I've been thinking if there's been some type of racial profiling from Priceline and Holiday Inn, particularly with my Oriental lastname. How handy that my established reservation might mysteriously disappear or distributed to a different visitor. I also discovered it handy that the more costly space ($180) could be distributed around me while Priceline and Holiday Inn WOn't recognize the $100 confirmed reservation. Probably the racial account had Asians in a higher-income group who might manage more costly areas. I truly wish not but I'll be searching more into this.
I've sent the whole Priceline and IHG (parent organization that possesses Holiday Inn) management group. What I acquired like a reaction was another pathentic apology phone from Paula (some government connection source). Stay away from Priceline. Garbage, ineffective, terrible are fundamental phrases to decribe this horrible organization.
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