Complaint Review: Priceline.com

I am extremely disappointed in Priceline. I have used this service in the past and never experienced a problem like today. I must say that I've noticed over the past two years that their hotel selections *seem* to have been reduced. (I used to get numerous Hyatt rooms - they seem to have disappeared, and this is telling).

In any case, I asked for a hotel room in 4 specific areas of downtown Chicago - four nights! - and wound up with a hotel in the O'Hare airport area, way outside Chicago. My call to customer service was almost laughable. They are so rigid and scripted that every time I asked a question or commented that the area I received was not what I checked (selected), I heard, "The user changed the original request." They couldn't even refer to me as "you" - I was only "the user."

Asking to speak to someone further up the food chain was a joke. I was told repeatedly, "this is a valid contract...the user changed the original request...this is a valid contract...I am not prepared to change the request..." I repeatedly told them that the areas they included in the "contract" were not selected by me, but like a broken record I heard, "The user changed the original request. I will send you a copy of the contract you initialled." Why would I even suspect they would include areas I didn't want to stay in in the "contract" I initialled? I was ready to barf.

I have contacted my credit card company. I don't know if I'll get satisfaction or not, but I'm sure as h*ll going to give them a run for MY money.

Dave
Boston, Massachusetts
U.S.A.