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Welcome to Michael's blog. Michael Andrew, (aka Michael The Maven) is a freelance producer, photography instructor, tech innovator, and when needed, disaster aid specialist. Disclaimer: Michael is a participant in Bhphoto & Amazon affiliate programs that provides an advertising commission if you purchase through links on this website.


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08.15.13         customer service  

Priceline- The Dirty Deeds of Deals Done Cheap - Dirty Deed 1- Hidden Resort Fees


Before I get into this first of many customer service reviews about www.priceline.com, let me say something important: for the most part, I like Priceline.com and often use their app when I travel for last minute deals on hotels, flights and car rentals. About 80% of my experiences are great. That said, I have found many very bothersome things about how they do business and how they treat their customers. I have even been in touch with their corporate offices, who really don't seem to give a flying flip, so as usual, I will bring these issues to light.

Dirty Deed Of Deals Done Cheap #1 - Hidden Fees

Priceline, this is a lawsuit waiting to happen. You absolutely need to stop doing this. Yes, I know it doesn't happen all the time, but when it does, boy am I mad! :(

Take a look at this screen shot from my iPhone App. Priceline has express deals on certain hotels, like this amazing 4.5 Star hotel for $109 a night.
Do you notice the words "Free Parking. Internet. Pool." and then there is a price of $109?

Truth of the matter is, this hotel really costs an additional $25 per night, I know because I stayed there for a week, only at that time it was listed at $60/night. I was thinking I was getting an amazing deal! When I checked in I was informed that the "Resort" has a "Resort Fee of $25 per night which covers things like parking, internet and the pool.

Whenever this happens to me, I ask; "So what in the world does the word "Free" mean in the app if I have to pay extra for it when I get there?" To which the hotel rep will say in a very smug tone, "You were notified of this in the deal, this is something you already agreed to."

Right…so of course you go back and read the "Terms of Agreement" and in fact in very, very fine print it talks about resort fees which can be from $25-40 per night. For one or two nights, this isn't a big deal….for a week or 10 days? Ouch.

Priceline, the word "free" means "free" what you are allowing resorts to do is underhanded and sneaky, if there is a resort fee, this absolutely should be displayed in the sale or at least included in the ad itself. Saying "free" and then charging $25 per night extra, isn't really explained away in the "terms of agreement" that no one reads anyway. If you feel that is in fact the case, its just a matter of time before you have a class action lawsuit headed your way. If you say Free in the ad, you cannot charge more for these things. Period.

Ive kinda learned that if it is 3.5 stars or less, you are typically not getting a resort, but 4 stars or more is definitely a resort.

If Priceline is in fact reading this, these articles are brought to you by my angst when speaking with "Jack" Employee #526-0142. He needs to be retrained or fired.

Coming up next, Priceline's Dirty Deed #2, what the word "Guarantee" means to Priceline. Ill give you a hint, it rhymes with something.

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