Let me first start out by saying I am/was an avid Priceline user. I would spend thousands of dollars using them. They allure of "priceline VIP" pricing and "Mobile Deal" always got me to choose them. DO NOT LET THIS GLAMOUR FOOL YOU. They are crooks. The customer service is absolutely terrible, and recently I just found out that they don't care about their customers. They are a commission based company that care only about the dollar they can make off you.

On March 22nd I booked a room off Priceline for the Marriott Detroit Metro Airport and my card was charged, and my confirmation print out said "paid in full". When I got to the property the Marriott had not a single clue as to what I as talking about. They did not receive any funds from Priceline. So here I am, with a line as long as one at an amusement park trying to explain that I had paid already, showed my evidence all to no avail. After about hours of trying to pull together enough money for what turned out to cost less that what Priceline charged me I finally was able to get in to my room. By then it was so late and having missed my conference call I had to reschedule it for the following day thus spending another 1/2 day rate at $75 the following day just so I could work. I missed my flight which wast too bad on pricing right now and had to stay with a friend in the next town over, due to the fact that because of this mess I no longer had the funds to afford anywhere to stay. The inconvenience of it all was what really upset me.

Today March 24th I called Priceline and told them the story, they called the property and they basically told me that I had paid for my stay. I paid for my stay with Priceline on one card, and paid for the exact same stay with a separate card because this isn't the first time that this has happened. This exact same thing happened to me in Feb. 2020. I paid Priceline, they were supposed to pay hotel and never did, got to the hotel and the hotel said there was nothing they could do and that I had to pay them directly. That incident took me exactly 30 days to get my funds back on my PayPal card. Priceline called in an "authorization hold". I called PayPal and they told me that they sent a "courtesy email to them to drop the hold." But did not release the hold for 30 days.

These are scary times to be completely honest, With this corona-virus taking hold of the world and our economy shattered, it is unfair that companies like Priceline will take advantage of people for a quick buck. It is un American yet sadly in a way, the American way. Something needs to be done, I cannot afford another 30 days to receive my funds back. I have not only wasted my hard earned money during this debacle but my time, my work and my family was affected by this debacle. Priceline or booking.com whichever you go by, Should be ashamed of yourselves.

Speaking with multiple hotel chain customer service individuals I feel obliged to give anyone who takes the time to read this review this advice: DO NOT EVER BOOK THROUGH PRICELINE. There is a website called looknofurther.com and (at least Marriott, Westin, Sheraton, etc) will pricematch anything pricelinee promises'. They will not only honor the price but they will even give you what you ordered through Priceline be it a king room, a corner suite, what have you.

Great response time and followup with comfirmation

Very easy and a good rate. Thank you!

Great people - great customer service

Easy

Fast and easy.

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Stephanie
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Stephanie
Stephanie
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Extremely bad experience with Cancelon
Honestly if there was an option for a 0 star I would have given it to Cancelon, I've had the worst experience booking a hotel with them. First, after booking is done they inform you that the cancellation policy is non refundable, second they are so shady and customer service people run into a circle when trying to help out solving a problem. Almost a month ago, I have booked with them for a hotel in Hollywood California and due to some asthma problem my doctor advised me not to travel. So I called within less than 12 hours to cancel and their answer was "we need to check with the hotel policy if they make a full refund". So I called the hotel to explain my situation to get surprised that there wasn't any reservation under my name till the day of travel and after I was charged the full amount (what if I have traveled and didn't find a reservation?) So the hotel reservation department advised me to contact Cancelon again and make the cancellation because the hotel itself, in case of a reservation was issued and received, they were able to cancel due to illness. Even after I provided them with the doctor paper, cancelon kept throwing the ball back to the hotel and giving me fake excuses about their cancellation policy, when they promised to follow up with the hotel the next morning of the booking day. Of course days passed and never heard back from Cancelon until yesterday, apologizing that the hotel didn't accept to make a full refund and has charged me for 1 night. To mention that this problem happened on November 20th 2018 and today is December 13th 2018. What a shame! Thank God I have filed for a dispute charge on November 22nd (the day I was supposed to travel) after the hotel manager advised to file for it because it seems that Cancelon is a scammer.

UPDATE: CancelOn replied to my review within hours after posting it. They apologized and stated that I had won my credit card dispute, but my dispute is still pending. CancelOn didn't concede anything with my credit card company. CancelOn replies to these negative reviews, but without confirmation numbers they usually can't find our reservations and are just making up positive sounding responses without taking any real actions to correct their mistakes.

In July I booked a hotel in New Jersey through CancelOn. I found the hotel on one of the hotel booking sites and didn't realize I was using CancelOn to book the room. I had never heard of CancelOn before. I will NEVER forget the name and will be sure to NEVER use them again! They lied 3 specific times during my encounter with them and if you read the details, you'll see they did it intentionally.

I booked the room for a trip to New Jersey a couple weeks before we needed the room. I received a confirmation email from CancelOn that my room was booked. When I arrived at the hotel at 10:30p with my family, the hotel clerk couldn't find my reservation and told me that the hotel was sold out. All the nearby hotels were also fully booked due to some local event. I showed the hotel clerk copies of my email confirmation, but that didn't help locate the reservation. I finally called the CancelOn phone number for help. A woman from CancelOn spoke with the hotel clerk, but wasn't able to immediately fix the problem and told me she would call the hotel back in 20 minutes. By that time it was after 11:00p and my young kids were exhausted. We waited the 20 minutes and there was no call-back. Since all the nearby hotels were booked anyway, I didn't see much reason to wait at the hotel any longer and just drove the 2 hours home. Ugghh!

The next day I called CancelOn to make sure I was reimbursed for the room. CancelOn had charged me the day I made the reservation. I was told by the CancelOn staff that someone had called the hotel back and had resolved the issue with my room. I should have waited because my room was available. I wasn't pleased but didn't argue. I called the hotel back to determine how long it had taken for the issue to be resolved the previous night. I reached the same clerk that was working the night before and that had worked with me and CancelOn. The hotel clerk assurred me CancelOn never called back and there definitely had been no reservation made for me. This had been LIE #1 from CancelOn.

I called CancelOn back and reported what the hotel clerk had told me. The man I spoke to at CancelOn was very apologetic and courteous. He assured me they would get to the bottom of the problem and get it resolved, but it may take up to 15 days. I thought 15 days was too long, but agreed to wait. After 15 days, I had not heard anything from CancelOn, so I called them. Again, the CancelOn representative was very polite and courteous, but told me that their investigation team had just reached the hotel the day before and would need several more days to resolve the issue. This issue should have been resolved with one phone call to the hotel clerk, so I decided that I may be getting the run around and decided to dispute the charge with my credit card company.

A week after disputing the charge, I received an email from CancelOn stating that they determined I was correct and that they were willing to give me a full refund, however, because I had disputed the charge with the credit card company, they were unable to refund the money until the dispute was settled because the charge was frozen. If I cancelled the dispute, CancelOn could give me a full refund. It sounded somewhat legit, but I wasn't totally comfortable cancelling the dispute, so I called the credit card company to ask if this was all true. The credit card company told me that CancelOn could reverse the charge anytime even if it had been disputed. I emailed CancelOn with this information and told them they could refund my money through the credit card. They replied with another email explaining about frozen charges and telling me that if I cancelled the dispute they could refund me immediately, but if I didn't cancel the dispute it would take 3 months to refund me. All this was LIE #2. One of dispute specialists from my credit card informed me that had I cancelled the dispute, there would have been no way to dispute the charge again.

Guess what CancelOn did next. They contacted the credit card company and flat out disagreed with my dispute. They claimed they had booked the room and it had been available for me. This was LIE #3. Even after trying to get me to cancel my dispute by telling me that they would give me a full refund, they then gave a completely different story to the credit card company. These people talk like birds (polite and sweet) but they act like snakes. I have since read many such accounts from others that used CancelOn. Do yourself a favor. DON'T USE CancelOn! And be careful when booking rooms through hotel sites. It's not always clear who is handling your reservation.

I found an All Inclusive PVR resort for our family of four through Tripadvisor and proceeded to enter the dates, number of Junior Suites and number of adults per suite, I thought that was pretty straightforward. I selected to book through Tripadvisor which then connected me to its own booking agency- Cancelon, I see 2 rooms, 2 adults, I interpret that to be 2 people per room, BUT when I received my confirmation voucher, it said 1 room 1 adult 1 room 1 adult.

Confused, I called Cancelon support # to make sure they have my reservation correct and Alas! They said that the voucher states what I interpret it to say, 1 adult per room! This is for an All-Inclusive resort which charges based on number of guests in each suite. The CSR (Cary or Gary) explained that I can either rebook at the current going rate which is a lot more than what I initially paid for two hours ago, I said no, Im not going to do that. He then offered to check if he can make the change for me for a better price and he would call me back in 15-20 minutes, I agreed. He never called me back.
I called again an hour later and spoke with Mervin. I asked Mervin how much is the difference if he were to make the change for me, he said that the prices are significantly higher than before for 4 adults. Mervin said that the hotel has my reservation now and suggested that I call the hotel in the morning and ask to buy for additional person per room on Monday once the reservation opens. I was beside myself with what he was telling me. I wanted to cancel but he said that if i cancel, I will incur the $867 cancellation fee per the website disclosure before I booked!

It was less than 3 hours since my booking and Cancelon wants to charge me $867 for cancelling for something that didnt get translated through TripAdvisor system and Cancelons system?! They wont tell me how much they will charge to make the change, they suggested I rebook a brand new reservation at who knows what the new rate is going for, or call the hotel to buy for additional members?

Lessons learned. I thought I was working with a respected brand new company- Tripadvisor- but they selected to work with a scamming third-party booking agency to deal with the monetary transactions? This is a very bad business model.

BEWARE! MISLEADING SITE. You get something different than what you paid for.
I booked my travel though Cancelon in the Hard Rock Cafe Hotel Punta Cana through Trivago. I specifically selected a Junior Suite, 2 bedrooms. Room description on web cited capacity to 6 people. The layout worked perfectly as my boys are traveling with my mom and husband and needed two separate sleeping areas, as I was not traveling with them.
I trusted this site as it was displayed by the Trivago website, which for what I know is a company trusted and reputable in the USA.
When my husband checked in this afternoon in the hotel he was given a regular double bedroom. I spoke to the Hard Rock Cafe Hotel Manager in Punta Cana, showed him the voucher that specified " Room Type: Junior Suite, two bedrooms" he told me that the room I booked thru Cancelon did not exist. And that my booking was just a regular double bedroom. I then called Cancelon, they confirmed the information cited on my voucher and said they would contact the hotel for them to honor the type of room purchased by me.
After a while, the same Cancelon agent named "Ben" said that he spoke to the hotel and that I purchased a "Junior suite with 2 beds". He was now contrarying his original version of the previous conversation and saying that the "2 bedrooms in the Junior Suite, meant 2 beds"...
I said that any person that can speak English can know the difference between the word "bed" and "bedroom". He said he could not help me today and that I needed to give him time to speak to his managing team.
I feel extremely unhappy frustrated and scammed about using Trivago and Cancelon. I have traveled the world and never had an issue like this.
I can't believe that a site that is geared toward the US market with big advertising on TV and web can suggest foreign operators with misleading and false information. Not only the hotel is not honoring the voucher with the information of my purchase, neither the website that I purchased it through. I am desperate to see that all the planning has been blown just like this, "oh no it's not 2 bedrooms it's 2 beds." What should I do with the voucher containing the information that I thought I paid for? This is not how the people in the USA are used to handle things. I expect to be honored for what I have in writing. If the information on their site is wrong, unfortunately, that is not my problem. Someone needs to address my issue Trivago does not have a customer support number nor has replied to my request, and Cancelon after speaking many times to their manager "Ben" said that he needed to reach me back so he could speak to his "managing team" I called again after a while and another rep said that the case showed like "resolved", that was the moment when I realized they would not do something about me. We had to book another suite for $1500 more. Totally unexpected expense. Just because these scammy companies have false information on their web. Please beware. Use Expedia or Travelocity instead.