My complaint:
I booked an airline and hotel trip package thru PRICELINE on March 17, 2021.
Unfortunately, my travel partner contracted the COVID-19 virus (two weeks prior to the trip).
I attempted to contact PRICELINE several times, in order to explain the circumstances, and discuss my options of rescheduling the trip.
Let me begin by saying:
GOOD LUCK contacting and speaking with a PRICELINE Customer Service Representative; you will be placed on hold for over an hour each time; and when you are finally connected and begin to explain your issue; your call will be disconnected.
After several attempts to resolve my issue with PRICELINE, I took it upon myself to contact the hotel and airlines myself.
Both airlines; Frontier and American refunded the ticket prices ($478.80 and $336.80 respectively), to my credit card.
When I contacted the hotel Nautilus by Arlo, the reservation manager informed me; my cancellation request was well within their terms for a full refund, however, because the reservation was booked thru a third party (PRICELINE), it would be necessary for a PRICELINE representative to call the hotel (305) 503-5700 or email a cancellation request to reservations@arlohotels.com.
I made several attempts to contact PRICELINE to they contacted the hotel; in order for me to receive my $2262.35 refund.
PRICELINE never contacted the hotel.
Equally important for any other travelers to know (based on the hotel reservation manager):
NEVER use a third party to book any reservations!
Had I booked my hotel reservation directly through the hotel, I would have received a full refund during my call.
I recently contacted PRICELINE in order to ask if the $2262.35 could be
applied toward an upcoming vacation trip!
GUESS WHAT???
My call was disconnected!!!
My advice to any other travelers…
DO NOT USE PRICELINE!!!
Dean Vandekerckhove
(586) 335-8503
dean.van@live.com
Suggested solution:
Based on the circumstances...offer a voucher toward a future trip
