I called Priceline today to get a full refund for the package. They said they couldn’t confirm the hotel closure because no one was answering the hotel telephone — because, well, they’re closed — and even so, Priceline would be able to offer a refund for only the hotel. The best they could do was maybe a credit with the airline for the ticket cost.
I tried to politely tell them that I booked a package, not a flight and hotel separately, and that there would be no point in my going there if I could not stay where I needed. The hotel I’d booked is all-inclusive and has good prices. It also caters to scuba divers by having a private pier with boat pickups, etc. I am also, as a young woman, traveling alone and on a budget, and only felt comfortable at that hotel because I have stayed there in the past.
Please help me. I would really appreciate anything you can do.
It’s not clear why that didn’t happen, but to be fair to Priceline, it has to track tens of thousands of hotels in its system and then match each hotel to a reservation. Maybe your hotel didn’t notify Priceline about the temporary closure. Maybe it did, but Priceline failed to find your reservation and then contact you.
As I review your file, I notice that you tried to resolve this problem by phone. That would have been the right way to fix this if you’d landed in Cozumel and found yourself hotel-less (thank goodness it didn’t come to that) but when you still have a little time before your vacation, sending an email works best. Also, Priceline’s records suggest you gave the company only two hours between contacting it and writing to me. I might have given the company a little more time.
Remember, there’s no record of a phone conversation, but you can keep an email thread and forward it to a supervisor — or to me. Priceline’s email addresses follow the format email@example.com and you can find a list of its managers online at http://ir.priceline.com/management.cfm.
I also list the names of Priceline’s executives on my site: http://elliott.org/contacts/priceline/.
Fortunately, none of that was necessary. In fact, apparently neither was I. By the time I contacted the company on your behalf, it had already agreed to process a full refund.