Complaints

• Initial Complaint

  03/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I booked a reservation with Priceline in 2/22/23 for 3 rooms for an overnight stay in Lafayette Louisiana. Once we arrived to check in we errr told that our reservation could not be found. Therefore we had to book directly through the hotel spending $491! I contacted Priceline and they stated that our card would not be charged due to a restriction on the card. Ok, so we ate the extra cost due to just wanted a decent place to lay our head down for the night. Well here we are a week later and the original Priceline reservation fee has been debited for 327.60. I contacted Priceline who then contacted Holiday Inns and Suites Lafayette and were told that the hotel would not be refunding us due to a “no show”!! Now neither Priceline nor holiday inn is trying to refund one of the transactions!! A total of $818! Absolutely not! This is fraud ESPECIALLY when the holiday inn can now miraculously see our original reservation!!

  Business response

  03/07/2023

  Thank you for allowing me some time to investigate this situation. I think had the customer called me directly, we could have resolved this issue together. With that being said, it appears Mr. ******** ****** booked 3 rooms through Priceline arriving on 2.22.23. Only 1 of these reservations were under his name. The other 2 reservations were under different guest names. I’m not sure where the disconnect was? I would think if the guest names or confirmations were provided at the time of check in, then the Front Desk Agent would have found them. Nevertheless, the agent was trying to accommodate the guest and assisted them with 2 more reservations, which are under ******** ******. There is plenty of gray area with Third Party Internet Bookings and hotels. Therefore, when Priceline called and provided the 2 confirmations that originally no showed on 2.22.23, is how we were able to further investigate the situation. I just issued a credit to the 2 rooms that were walked in without reservations. Each room was adjusted off and issued a credit of $147.31 to the card on file. I also emailed Mr. Laurence the receipts from each room. This is a total of $294.62 credited back to *** ********. 

  Customer response

  03/08/2023

  
  Complaint: 19537886
  
  I am rejecting this response because: I have contacted the hotel directly several times in order to avoid BBB contact. Was told repeatedly that there would be no refund. Also, I created the original Priceline reservation tagging each room with a different name because our mothers were traveling with us. Upon arrival I advised the young lady at the front desk of the reservation, names, and confirmation numbers to only get her response of “I cannot find any reservation”. So, as Ms. **** stated and to which I also agree, “I would think if that information was provided, the front desk individual would have located them” which she DID NOT. To my surprise a few days later it had been marked to a “no show” how could that be?? Considering the front desk could not even find the reservation?? Especially since we did show up AND gave all information including the two other individuals on the reservation (our mothers) who were also standing there as well. The total charged for all 3 rooms was $441.93 not $294. This whole thing has been horrible simply because the hotel nor Priceline is listening! Simply put..we arrived, were told that our reservation could not be found after verbally stating AND showing the front desk individual the reservation in the app, then proceeded to purchase 3 rooms. Priceline charged us $327.60 and the hotel charged $441.93. Therefore the hotel has received $769.53 for the same 3 rooms.  I am requesting that charges be further removed due to the lack of “investigation” and the inability to be truthful about the matter. If the front desk individual did not know how to correctly check for a reservation, let’s just call it that instead of going in circles about us being double charged by accident. 

  
  Sincerely,
  
  ***** ******

  Business response

  03/08/2023

  I sincerely apologize that my refund was rejected, but it has already been applied. ********* called the hotel today and I personally spoke to him for 23 minutes. I tried to explain several times through several different avenues, but it doesn’t appear *** ******** understood my explanation. I advised him that I have all the credit card back up and he was only charged for 2 rooms at our location, which I credited back. He stated he paid for 3 rooms at our location. I advised him the 3rd room was prepaid through Priceline. I stated he booked 3 rooms through Priceline arriving 2.22.23. Priceline charged your personal card, then Priceline provides the hotel with a separate credit card. As previously stated, the hotel only saw “1” reservation under ******** ****** at the time of arrival. Therefore the Front Desk Agent made 2 separate reservations at the property level. These 2 reservations were credited back on 3.07.23. Therefore ultimately he only paid for the 3 original reservations through Priceline. I informed him it takes longer for credits to appear in your banking account, this is why I emailed him the receipts. Please allow a few banking days for the charges to clear up. He stated he has 3 receipts. I stated please look closely as your card was only charged for 2 rooms (314 & 316) and you can see a “Deposit Transfer” which is prepaid through Priceline for his 3rd room (232). Then Angel with Priceline called me asking for a refund for *** ********’s room and the 2 No Shows. I refused the refund to Priceline as the 3 original reservations were honored. All refunds were provided for additional charges that were incurred at the property level to his personal card. 

  Customer response

  03/12/2023

  
  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID 19537886, and find that this resolution is satisfactory to me.
  Sincerely,
  ***** ******

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