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We are going to need some more details from you. What were the terms of the reservation? Where and for when was the reservation and when was it booked? Priceline has different terms for different offers. I'm sure my colleagues will come along with some additional questions.
On Feb. 11th, I had called what I thought was the Drury Hotels to make a reservation for a room at the Col. Springs Hotel for Feb. 22-26. The person who answered the telephone just said "Reservations," and not "Priceline/Get-a-room. She booked the reservation, but would not use AAA or AARP discounts which the hotel had used before. I was told that the reservation was nonrefundable. When I called the Hotel to change the dates to March 8-12, (my bereaved friend couldn't have me that weekend) I was informed that I had used a third-party, and therefore, the hotel could not change the dates for me!! That was the first I knew that I had not dealt directly with the Drury Hotels!! When I contacted Priceline/Get-a-Room by phone and email, I was told that it was non-changeable. I had not been told that when making the reservation. I would like to get my $551 reimbursed. I am willing to pay a penalty, but not the full amount of the reservation. Can you help me? Thanks so much! Mary
Drury would have had you call them directly. I suspect it was one of those ads, or when a company pays to have the website first on the search. I have seen that, if I search for Delta airlines the first site can be www.onlinenocustomerservicebookingengine.com/delta reservations or something like that.
If they told you the reservation was non refundable, apparently they meant it. What does the confirmation say that you received via email? It seems from what you say that they clearly told you it was nonrefundable - the confirmation should have stated it as well.
Thank you for your responses...yes, I was told it was nonrefundable, but never told non-changeable. Anyone know the company contacts? I did speak to a supervisor and emailed with a rep called Jonathan.
I would also tell them that their process is deceptive when they hide their name so they come up first when searching Drury and the rep doesn’t answer the phone as Priceline. That is extremely bad business.
Mary, the way they forums work is that we give you the tools to effectively bring your case to the supplier to try to get it resolved on your own. If it doesn’t work, if the writers think they can help they may get involved.
Our company contacts under travel agencies give you the emails to start writing to and a step by step guide - first write to customer service, give them a week to reply and move up one executive at a time.
I am really not sure what they can do for you because they told you it was nonrefundable but you might be able to ask them to change your dates.
I also want to point out to be very polite and admit the error as in hotel terms, non refundable means you are stuck with the dates you picked, not that you can change the dates to another time. Most hotels offer lower rates if you lock in your date and purchase a non refundable rate. I do think it was deceptive if they did not identify themselves as Priceline reservations, instead of just reservations, which is how I think a hotel would answer, not a third party site. However, in attempting to get a refund, you should be as polite and kind as possible in your correspondence, so as not to offend the employee on the other side. Good luck!