Complaint Review: Priceline - Internet

As a longtime VIP customer of Priceline, I feel compelled to warn others about my recent nightmarish experience that reveals what I believe may be systematic consumer fraud. What began as a simple booking for a Falls View room at Niagara Falls Marriott—a special occasion for which I specifically paid a premium—devolved into a shocking display of corporate deception and incompetence spanning multiple levels of their organization. After discovering my confirmed Falls View room had been downgraded to a City View, I was shuffled between seven different representatives (Johnel, Johanna M., Rogelio B., Jennifer A., Esperanza C., Jasmin F., and Melanie E.) and two supervisors (Kramer and Soetoro), each seemingly designed to obstruct rather than assist.

Priceline not only switched my confirmed Falls View room to a City View without notification but then orchestrated what appears to be a calculated campaign of stonewalling and deception. Their initial admission of error through representative Johanna M., who promised a full refund, transformed into weeks of systematic obstruction, culminating in a flat denial of any responsibility.

Their actions—advertising premium rooms they can't deliver, confirming these bookings in writing, then systematically erasing evidence of these promises while cycling customers through an endless maze of representatives—suggest a disturbing pattern that may constitute intentional consumer fraud worthy of FTC investigation. This isn't merely about a room with a view; it's about a company that appears to be deliberately deceiving customers and then deploying an army of representatives to exhaust them into submission.  

Priceline’s business actions was injustice, unfair to a customer or victim like me.  It is not fair playing series of low-level dirty tricks to cover their mistake, and letting victim to pay for their mistake.  This behavior is neither fair nor just and has no business ethics. 

For anyone considering using Priceline: proceed with extreme caution, document everything, and be prepared for a potentially fraudulent experience.

The Unfolding Nightmare - A Detailed Account

The Initial Deception

On September 29, 2024, while planning what was meant to be a special autumn trip to view the falls and fall foliage (观瀑赏枫之旅), I booked what should have been a memorable stay at the Niagara Falls Marriott on the Falls through Priceline (Trip #650-194-915-17). Understanding the once-in-a-lifetime nature of such a view, especially given my wife's mobility considerations requiring careful accessibility planning, I specifically selected and paid an additional $50 premium for a "Falls View" room. This wasn't merely about a room with a nice view—it was about creating precious memories with my wife, experiencing the majestic power of Niagara Falls from the comfort of our wheelchair-accessible room, and ensuring our limited vacation time was spent in the best possible way.

Priceline's confirmation (Room 1: 472577967) was explicit: I received multiple written confirmations clearly stating I had secured a "Falls View" room. These confirmations, which I fortunately preserved, would become crucial evidence in the debacle that followed. However, I now notice a disturbing detail: in the online documentation, Priceline mysteriously omitted any mention of room type—a detail that, in retrospect, appears less like an oversight and more like a calculated attempt to obscure their liability.

The Devastating Discovery

On October 4, 2024, just days before our eagerly anticipated trip, I received a shocking revelation—not from Priceline, but from Marriott directly: our supposedly guaranteed Falls View room had been downgraded to a City View. This wasn't merely a minor inconvenience or a simple booking error; it represented the theft of an irreplaceable experience, a magical moment that can't be replicated or postponed. The vista of Niagara Falls from these rooms isn't just a view—it's a cornerstone of the entire travel experience, a spectacle that transforms a simple hotel stay into an unforgettable memory.

The Corporate Maze Begins

On October 5, my first contact with Priceline representative Johnel exposed the beginning of what would become an elaborate corporate dance of evasion. The next day, October 6, Priceline representative Johanna M. appeared to take responsibility, acknowledging their error and offering three options:

1. Accept the inferior City View room (effectively accepting their bait-and-switch)
2. Cancel for a full refund
3. Relocate to another hotel

I initially considered the relocation option, requesting a transfer to Embassy Suites Niagara Falls with a Falls View room. However, after receiving no concrete response, I changed my mind and requested the full refund option, naively believing this would lead to a straightforward resolution. Instead, it marked the beginning of what would become a bewildering journey through Priceline's labyrinthine customer service system—a system that appears designed not to help customers but to exhaust them into submission.

The Systematic Stonewalling

Over the next three weeks, I witnessed what I believe to be either stunning incompetence or, more likely, a well-oiled machine designed to frustrate customers into abandoning legitimate complaints:

1. The Information Black Hole

After Johanna M.'s initial acknowledgment of error, Priceline entered a phase of strategic silence. Representative Rogelio B. claimed they were "unable to reach" their hotel partner. Jennifer A. promised to keep me "posted once we have the resolution." Esperanza C. offered to "escalate this reservation for research." Each promise led nowhere, creating an information vacuum that left me increasingly anxious about my travel plans.

2. The Representative Carousel

The progression of representatives was dizzying:

• October 5: Johnel (Initial contact)
• October 6, 1:35 AM: Johanna M. (Admitted error, offered options)
• October 6, 10:09 AM: Rogelio B. (Claimed unable to reach hotel)
• October 7, 1:37 AM: Jennifer A. (Promised updates)
• October 11: Esperanza C. (Promised research)
• October 26: Jasmin F. (Denied previous promises)
• October 26, 9:54 PM: Melanie E. (Final denial)
• Supervisors Kramer and Soetoro (Escalation attempts)

Each new representative seemed to start from zero knowledge of my case (Case #2060722766), forcing me to repeatedly explain my situation, each time reliving the frustration and watching precious time slip away.

3. The Corporate Gaslighting

The situation reached its apex of absurdity when, after weeks of delays, Priceline suddenly claimed through representative Jasmin F. that my "concern had been addressed" and declared the reservation "non-refundable"—a brazen contradiction of their earlier admission of error and promised refund. This felt like a calculated attempt to make me question my own understanding of events, despite having documented evidence of their previous commitments.

4. The Management Mirage

Every attempt to escalate to supervisors Kramer and Soetoro was met with promises of callbacks that never came, emails that went unanswered, and assurances of resolution that proved empty. This pattern suggests a deliberate strategy to wear down customers through attrition.

The Secondary Deception - The Oakes Hotel Incident

As if the Marriott situation wasn't enough, my attempt to salvage our vacation by booking with the Oakes Hotel led to a second disturbing incident. Despite having prepaid through Priceline, upon arrival on October 7, the hotel demanded an additional payment of 429.83 CAD. When I refused this double-charging attempt, explaining I had already paid Priceline in full, I was denied check-in. This second incident suggests a broader pattern of systemic issues with Priceline's booking and payment systems, forcing customers into impossible situations at the worst possible moments.

Evidence of Systematic Deception

The methodical nature of these failures suggests something far more troubling than mere incompetence. The documented pattern of interactions with over seven representatives and two supervisors across a period from October 5 to October 26, 2024, reveals what appears to be an orchestrated system:

1. Initial Attraction: Advertised and confirmed a Falls View room at Marriott Niagara Falls (Confirmation #472577967), charging a premium price.
2. Documentation Control:

• October 5: Initial confirmation clearly showed "Falls View"
• Subsequent documentation mysteriously omitted room type
• Customer service emails began avoiding specific room type mentions
• Delivery Failure:

• Downgraded to City View without notification
• Discovered only through direct contact with Marriott
• Similar pattern repeated with Oakes Hotel booking
• Initial Pacification:

• Johanna M.'s October 6 email acknowledging error
• Offered three options including full refund
• Representative Bless from Customer Service confirmed the error
• Strategic Delays:

• Rogelio B.: "unable to reach hotel partner"
• Jennifer A.: "currently investigating"
• Esperanza C.: "will escalate for research"
• Twenty days of strategic silence
• Information Isolation:

• Each new representative unaware of previous communications
• Supervisors Kramer and Soetoro unreachable
• No centralized case management despite case #2060722766
• Final Denial:

• October 26: Jasmin F. declares issue "already addressed"
• Melanie E. reinforces non-refundable status
• Complete contradiction of previous written promises
• Exhaustion Tactics:

• Multiple representatives
• Conflicting information
• Endless transfer loop
• Supervisor escalations leading nowhere

This methodology bears all the hallmarks of intentional deception, designed to extract premium prices while delivering inferior services.

The True Cost of Priceline's Deception

Personal Impact

The ramifications of Priceline's actions extended far beyond mere inconvenience. What was meant to be a special autumn trip to view the falls and fall foliage (观瀑赏枫之旅) became a nightmare of cascading problems:

• Over 20 days lost navigating their customer service maze
• Precious vacation time from October 7-12 disrupted
• Special accessibility arrangements compromised
• Additional CAD 429.83 demanded at Oakes Hotel despite prepayment
• Hours spent with seven different representatives and two supervisors
• Multiple lengthy phone calls and email exchanges
• Stress and anxiety affecting both me and my wife
• Complete erosion of trust in a major travel provider
• Loss of premium payment for Falls View upgrade
• Additional expenses incurred rebooking alternative accommodations
• Time wasted coordinating with family members who helped with transportation
• Special wheelchair-accessible travel plans disrupted

The impact was particularly severe given the careful planning required for accessible travel. My wife's mobility considerations meant that last-minute changes and uncertainties created not just inconvenience but genuine hardship.

Broader Implications

This experience raises serious concerns about Priceline's business practices, especially regarding their handling of:

• Premium service upgrades (like our $50 Falls View premium)
• Package bookings (Trip #650-194-915-17 including flights, car, and hotels)
• Accessibility requirements and special needs
• Prepaid bookings (both Marriott and Oakes Hotel incidents)
• Customer service escalation protocols
• Supervisor accountability (Kramer and Soetoro's non-response)
• Documentation retention and modification
• Refund promises and denials
• Multiple subsidiary booking systems (including Agoda)

Legal and Regulatory Concerns

Potential Legal Violations

This case potentially involves multiple violations of consumer protection laws, documented through interactions with representatives from Johnel to Melanie E.:

1. Bait and Switch Tactics

• Confirmed Falls View room in writing (Confirmation #472577967)
• Switched to City View without notification
• Maintained premium pricing despite downgrade
• Multiple instances of service degradation
• False Advertising

• Explicit Falls View room advertisement
• Premium pricing for unavailable features
• Misleading package details
• Deceptive booking confirmations
• Deceptive Business Practices

• October 5 confirmation showing Falls View
• Subsequent removal of room type information
• Representative Johanna M.'s refund promise
• Later denial through Jasmin F.
• Supervisor stonewalling by Kramer and Soetoro
• Contract Violations

• Written confirmation of Falls View
• Promise of refund option
• Multiple prepayment issues
• Unilateral terms changes
• Accessibility and Equal Access Concerns

• Disruption of carefully planned accessible travel
• Failure to maintain confirmed accommodations
• Additional burden on travelers with mobility needs

Regulatory Oversight Needed

The documented progression from Johnel through Melanie E., coupled with supervisors Kramer and Soetoro's non-responsiveness, demands attention from multiple regulatory bodies:

• Federal Trade Commission (FTC) investigation of systematic deception
• Better Business Bureau (BBB) review of Case #2060722766
• State Attorneys General examination of consumer protection violations
• Department of Transportation scrutiny of travel service practices
• Accessibility compliance review by relevant authorities
• Canadian consumer protection agencies (given cross-border transactions)

The Human Cost and Accessibility Impact

This situation was particularly egregious given the special considerations required for our trip:

• Carefully planned wheelchair-accessible accommodations
• Family member (Bo) taking PTO to assist with airport transportation
• New wheelchair (Drive brand, Model: EXP19LTBL) specifically prepared for trip
• Prearranged American Airlines wheelchair assistance
• Strategic room location planning for accessibility
• Family coordination for travel support

Documented Timeline of Deception

A clear pattern emerges when examining the chronological sequence:

September 29, 2024: Initial trip planning and booking

• Specifically selected Falls View room
• Paid premium pricing
• Received confirmation #472577967

October 4, 2024: Initial discovery of discrepancy

• Called Marriott directly
• Learned of City View substitution
• Began Priceline contact attempts

October 5-6, 2024: Initial Priceline Response

• Johnel's initial contact
• Johanna M.'s admission and options
• Rogelio B.'s delay tactics

October 7, 2024: Crisis Point

• Travel day arrival
• Secondary Oakes Hotel incident
• CAD 429.83 additional demand
• Jennifer A.'s non-resolution

October 8-25, 2024: Escalation Period

• Multiple representative interactions
• Supervisor escalation attempts
• Continuous stonewalling
• Esperanza C.'s empty promises

October 26, 2024: Final Denial

• Jasmin F.'s rejection
• Melanie E.'s reinforcement
• Complete reversal of previous promises
• Case effectively abandoned by Priceline

Call for Systemic Change

Immediate Demands

1. Full refund of Falls View premium payment
2. Compensation for Oakes Hotel incident
3. Reimbursement for additional expenses
4. Recognition of accessibility impact
5. Formal acknowledgment of mishandling

Required Corporate Reforms

1. Overhaul of customer service protocols

• End representative carousel tactics
• Establish supervisor accountability
• Maintain consistent case management
• Honor initial commitments
• Preserve booking documentation
• Accessibility Considerations

• Special handling for accessible travel bookings
• Priority resolution for mobility-related issues
• Enhanced support for special needs travelers
• Clear documentation of accessibility requirements
• Systematic Changes

• End bait-and-switch practices
• Maintain booking integrity
• Honor confirmed amenities
• Transparent pricing and features
• Consistent customer service responses

Final Warning and Call to Action

This experience, spanning from September 29 to October 26, 2024, involving over seven representatives and two supervisors, represents more than individual incompetence - it reveals what appears to be a systematic scheme to deceive and exhaust customers. The progression from Johnel to Melanie E., through supervisors Kramer and Soetoro, demonstrates a calculated pattern of obstruction and denial.

Priceline's business actions represent a severe injustice that defies any notion of fair treatment toward customers like myself. Rather than playing fair and accepting responsibility for their documented mistakes, they orchestrated what appears to be a calculated series of unfair and deceptive practices, forcing their victims to pay - both financially and emotionally - for their errors. It is not fair when a company first confirms premium services in writing, then systematically denies those same commitments while deploying an arsenal of low-level delay tactics to exhaust legitimate complaints. This behavior demonstrates not only a complete absence of business ethics but reveals a troubling corporate culture where being fair to customers has been abandoned in favor of protecting profits through deception. Such unfair treatment, particularly egregious in cases involving accessibility needs, reflects a company that has chosen to institutionalize injustice rather than honor its basic obligations to customers.

To Priceline's Management: Your company's actions through representatives Johnel, Johanna M., Rogelio B., Jennifer A., Esperanza C., Jasmin F., and Melanie E., alongside supervisors Kramer and Soetoro, reflect either stunning incompetence or calculated fraud—neither is acceptable.

To Potential Customers: Consider this detailed account, supported by confirmation numbers, dates, and documented interactions, as a serious warning. The time you save booking through Priceline could be dwarfed by weeks of fighting their deceptive practices.

To Regulatory Bodies: Case #2060722766 merits thorough investigation. The systematic nature of these practices, documented through multiple representatives and supervisors, suggests a pattern affecting countless consumers.

I maintain complete records of all interactions, including:

• Original Falls View confirmation
• All representative communications
• Supervisor escalation attempts
• Payment records
• Accessibility arrangements
• Secondary booking incidents

This evidence is available to support regulatory investigation and protect future consumers from similar deception.

All communications, confirmations, and interactions from September 29 through October 26, 2024, have been preserved and are available for verification of these claims. This complaint will be filed with multiple consumer protection agencies and shared across all available review platforms to warn other potential customers.