@layovertrading: @priceline This letter is to express my extreme level of disappointment in your company’s customer service and willingness to take accountability for the actions associated with. As a business owner myself, I would never admit to an error on my end, but refuse to fix the situation. That is exactly what your company has done. On March 29, 2025 I called your company to make a reservation for the Binn Hotel in Medellin, Colombia. I requested assistance in making one (1) reservation for a single room for the dates March 29-31, 2025. The representative that processed my request verified the dates and that the reservation was for one (1) reservation which included only one (1) room. Upon processing the payment, the representative said there was an error on his/your system and the payment did not process. I informed the representative that I received an alert that the amount was charged. He insisted that it did not charge my account and the error on his/your system did not allow the reservation to process. I told him that I want to make sure I am not charged twice for this reservation. He assured me it would only be charged once. Your representative proceeded to process my reservation again with the same card information, causing me to be charged twice. When I arrived at the hotel to check in, the Binn Hotel receptionist asked if I had two reservations. I informed him that it should only be one reservation for a single room and the representative [at Priceline] may have charged me twice for the same booking. Your company’s error caused me a delayed check in of an hour upon my arrival, in which I could not go to my room or start me vacation activities. This was in no way due to any actions by the receptionist or staff at the Binn Hotel. It was solely due to the actions of your booking agent, which caused the hotel issues at check in. I was informed that your company provided reasons why I should not be reimbursed, because I made two reservations and knew the cancellation policy. This was completely false, as I only made one (1) reservation. Additionally, your company’s response stated that I was provided a screen to confirm booking. Quote, “Cardholder booked reservation and agreed to the balance, cancellation policy, terms and condition. The Cardholder is provided a screen to confirm booking details before submitting and confirming a reservation with the hotel.” This is a lie, as I booked the reservation using your booking agent and NOT online, so there was no screen to confirm anything. I contacted your customer service department on May 31, 2025 with the information provided by American Express. The customer service agent reviewed my file and I asked the agent to listen to the recording of my booking from March 29, 1985. After wasting an hour of my time with your customer service department, I was told they would have to request a waiver from the hotel for a refund. As I told the customer service manager, if the error was made by Priceline, its agent, and booking system, the hotel bares no responsibility in approving a refund. The sole responsibility and reimbursement of funds rests with Priceline who made the error. You cannot imagine the level of frustration and anger that comes along with your company wasting my time reviewing the audio recording of my booking, hearing the booking agent say there was an error with the system, and me asking him not to double charge me for my single reservation, only for your customer service department to tell me the hotel (who was never responsible for the action) did not approve a reimbursement. This entire experience has shown the most blatant disregard for accountability in customer service I have ever seen. To admit the error was yours, but refuse to refund a customer is absurd. Please, explain to me why your company believes the customer or hotel should be financially responsible for an error you caused and openly admitted to?

Taryrece Swint

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Region: US

Saturday 19 July 2025 21:11:36 GMT