Katie F.

I am SO disappointed in Priceline.com. I always thought I was getting a good deal when using the site, until I found a rate that was almost HALF the price of one other Express Deals. The site makes it seem so simple and 'hassle-free' to get a refund for the difference. The customer service agent said that I could not receive the 'best price guarantee' because the other site actually offered cancellation, unlike Priceline's nonrefundable, no cancellation policy. However, the website says "Comparable Cancellation Policies" which the agent told me actually means "Must be the same or more strict." Why not make that policy clear online? Don't advertise something as a guarantee when it is not at all guarantee. This is false advertising. Another site is offering a cheaper rate AND better service, yet they do NOTHING to at least attempt to keep a customer happy. All I received was the same scripted lines over and over. Again, nothing to even TRY to make the situation better knowing that I am now wasting over $500 on a hotel room (which they say is 2 1/2 stars, but is more like 2 on other websites). I have used Expedia, Booking.com and Southwestvacations.com before who have all honored price differences without giving any push back. Those companies (and I'm sure most others) know how to retain customers. We travel a lot, I know people who book travel for work, and I will gladly spread the word about never using Priceline again. This company obviously does not value it's customers and has no sense in clear messaging/advertising and retaining customers. It is very sad knowing that a company would treat customers this way, especially a travel site. Booking travel should make people happy, not make them angry. Please Priceline, make your messages more clear online, stop making "best price guarantees" and take a lesson in valuing and retaining customers.