My complaint:
Good afternoon Mr. Keller,
We are at our wits end with the level of customer service that we had received this afternoon. We probably consumed atleast TWO hours of our time on this issue between all the times that we were hung up on and transferred and placed on hold. Long story short is that we booked a hotel room on your app through an Express Deal and paid just over $159 a night. The same exact hotel and same exact room immediately before I booked the express deal and there after for atleast 45 minutes came to just over $135 a night if I were to book the room myself on Priceline. We had called customer service to inquire about getting the $135 rate since it clearly states on your site where we booked the express deal that Priceline guarantees that we will not find a lower published rate. Well guess what…..we did and it was at the same exact moment in time that we booked the express deal. We got excuse after excuse when we tried to explain the situation to customer service when we had called and got zero accomplished. We have used Priceline many times and never experienced a situation like this. I am not understanding why we are paying more for an express deal for the same exact room and hotel that was $15 cheaper if we booked it ourself on Priceline at the same exact moment in time.
Suggested solution:
They should honor the lower rate. Express Deals clearly state they are the lower price. Simply not true. Not to mention the fees are higher.
