Priceline refund?

longbaygirl

Managed to book hotel via Priceline 10mins before hubby coming home from work and telling me he had already booked accomodation somewhere else.

Contacted hotel, who were very nice and said because I had contacted them so quickly, Priceline had not even sent the reservation through and they would canx it.

Contacted Priceline, who were not nice, and said they would still charge me, even though they won't be paying hotel as my reservation is canx.

This is Priceline.com (not .uk).

I paid with Mastercard, can I withhold payment and ask Mastercard to intervene in dispute?

dmg24

What do the terms and conditions state, longbaygirl?

Was it a Name Your Own Price booking, or just a normal booking?

If the booking is non refundable/ non transferable, then you have no right to withhold payment. If this is the case, I would try escalating the issue with Priceline, getting something in writing from the hotel if possible? x

M4RKM

Can't hubby cancel his reservation??

longbaygirl

It was a name your own price and terms do state no refunds on the basis that hotels won't accept changes (I have this in writing from them). But in this case Hotel have agreed to changes (have this in writing too).

Hubby has booked package, with flights - not possible to canx this as we will loose flights too.

dmg24

I would keep on a Priceline, ask for an address/ email for someone more senior, and make your case to them.

Legally, even with the proof from the hotel, they are under no obligation to refund you. However, it would be good customer service to do so.

jonesMUFCforever

It may be that if you offered to compensate them for the lost commission that they would relent?

You would get most of your money back and Priceline would not be out of pocket either.

longbaygirl

Priceline now not happy with hotel as they are not allowed to canx reservations. Still saying they are not going to give me a refund. Have asked to speak to a supervisor, not looking good, but will let you know the outcome.

Last time I bother with Priceline.

GlennTheBaker

longbaygirl wrote:

Priceline now not happy with hotel as they are not allowed to canx reservations. Still saying they are not going to give me a refund. Have asked to speak to a supervisor, not looking good, but will let you know the outcome.

Last time I bother with Priceline.

You booked a hotel via Priceline's 'Name Your Own Price' method.
The terms and conditions clearly state that the reservation is paid in full upfront with no changes, cancellations or refunds.
Because of an error on your part, you want a refund.

Remind me again why Priceline are in the wrong and should refund you?

dmg24

GTB is right, Priceline have done nothing wrong. If they do offer you something back, that is great, but you really do not have grounds to blame them.

duchy

Your agreement is with Priceline. It isn't relevent what the hotel said as your contract isn't with them. Sounds like a good thing you only booked one night and not more. Next time make sure you know what hubby is up to !! Suppose it could have been a lot worse tho.

longbaygirl

Strangely enough, some of us are human, and make mistakes.

Yes, I know what the terms and conditions are, and I also know they can waiver them if wanted.

Priceline told me the reason they could not refund is because hotel won't accept changes. But as soon as I told them hotel were happy to make changes they then decided their policy had nothing to do with the hotel.

So policy changes, depending on what you tell them.