Follow up to my booking (represented by Priceline in the US) complaint; First my complaint: On a personal note.. when booking hotels online, stay away from anything offered through booking. We were going to go to Savannah last Friday (Nov 21st) to follow our childs football team engaged in a playoff game, and on last Wednesday decided to make a weekend of it so our daughter could enjoy seeing Savannah. We had stayed at the Marriott Riverfront on other occasions so we went to travago and sought out accommodations there. The only booking opportunity was through bookings . Its rates for the Marriott were considerably higher than other areas hotels, but bit the bullet and booked anyway. We got there on Friday and checked in.. the 2-bed room we booked wasnt there, but the effervescent clerk quickly upgraded us to a Jr Suite with a sofa bed. Went upstairs, and while a nice room, the sofa bed was not very comfortable, so I went back online to check out current state of rooms available at booking. I was shocked to see the 2-bed room I wanted was still available.. but.. at less than half of what I was charged 2 days earlier. Called booking and asked representative Carmen about this as the website guarantees the lowest available rates. She looked it up and apologized but said she was not authorized to make such a large adjustment, and would talk with her supervisor. Here it is, 5 days later, and no word from booking. Ive sent two follow up e-mails, but have gotten no response. I want yall to know about booking not being a good site to use. Secondly: booking response: Dear Hal, Thank you for contacting the Booking Customer Service team. In response to your inquiry regarding our Best Price Guarantee, we are sorry to inform you that your claim at Savannah Marriott Riverfront was unsuccessful. Per Booking Best Price Guarantee, all Best Price Guarantee claims must be made while your booking will allow free modification/cancellation. Unfortunately, when you contacted Booking, your booking was outside of free modification/cancellation policy (Booking was contacted 2014-11-21 1800 hours). Please reference your email confirmation to confirm free modification/cancellation ended at November 19, 2014 11:59 PM [Savannah]. Therefore, Booking’s Best Price Guarantee does not apply in this particular case. For your reference, we are including a link to the Booking Terms and Conditions of the Best Price Guarantee. We hope that this helps you to understand our decision: booking/general.html?tmpl=doc/rate_guarantee However, due to the delay in getting back to you, I am willing to offer you 25% of the difference, or $39.92. To provide you with this refund as quickly as possible, we recommend the refund be made by credit/debit card. This refund can only be processed to cards with the Visa or MasterCard logo. If you accept this refund method, you will receive an email from customer.care@booking which contains a secure link. This link allows you to enter your credit or debit card information. The email will be sent to: gagolfer@aol. Please reply to this email by 11-30-2014 to confirm you accept the credit card refund option as described above. Once again, I would like to apologize for any inconvenience this situation has caused. If you have any further questions, dont hesitate to contact me. Sincerely, -- Kristen Gladney Customer Relations Associate Direct line: 616-254-3656 Booking Customer Service Team Fax : +44 208 612 8005 (Cambridge, UK) Fax : +31(0) 207 153 073 (Amsterdam, The Netherlands) My response to this: Good morning.. first off, your math is flawed... there was a $250.00 difference in the price you charged than later changed on your site. Secondly, you promised me a room with two beds which the Marriott Savannah failed to keep my contract. Thirdly.. Im not interested in a partial settlement as you offer. Im going to have fun posting my complainnt and your much delayed response on my Breakfast Club blogsite (38,000 worldwide viewers) and all over FaceBook. Good people need to know who they are dealing with when booking/priceline is involved. Happy Thanksgiving weekend .. Turkey! Hal Kirven The Breakfast Club
Posted on: Sat, 29 Nov 2014 12:41:56 +0000
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