Oh, where do I start?! How hard is it to cancel a reservation?!
Listen to this....
I bid for a hotel stay on Priceline about 2 days ago. The Hyatt Long Beach accepted the bid. Then, I found out that Hyatt has a no pet policy, which is a no no for me, since I have to travel with a pet. So, I immediately called Priceline the next day. Why is it that Priceline doesn't have that option for the customers to choose if they want a pet-friendly hotel anyway?
Anyway, of course, when I called, all I got is your standard response, sorry, we have a non-cancellable and non-refundable policy. I explained my situation again, their rep said that I can try to call Hyatt directly and see if they'll cancel the reservation. So, before hanging up, I asked the rep again, so, if I canceled the reservation, are they still going to charge me? He said, exact quote, "We'll do what they'll do."
I called Hyatt, of course. After explaining everything to the lady at the reservation desk, she seemed annoyed that Priceline always sends customers their way to negotiate a cancellation. And when and if they do cancel a reservation, she said that Priceline yells at them. She also mentioned that she can't refund me since no charges were made. Then, I told her all I need is to cancel the reservation because they have a no-pet policy.
So, she gave me a cancellation number.
Now that I got the cancellation number, I called Priceline. They took down my info and said that they'll send my case to Customer Relation for further research and get back to me via email in 2 days.
Well, I did get an email, basically saying, Josh Thomas, from Account Dept of Hyatt Long Beach said that they never agreed to cancel my reservation. So, basically, I have to eat up that $147!! WHAT?! The cancellation number is no longer valid?
I responded, reiterating why I had to cancel... all I got was them telling me the same thing FOUR TIMES in each and every one of their replied email, they're bounded by contracts with the hotel that offers a cheap rate and all about their non-cancelable and non-refundable policy.
I'm so upset and asked them not to email me anymore, if they don't have a resolution for me. I will talk to that Josh Thomas from Hyatt myself, since Priceline is no help, but adding more grief!
All that talk about how customers' needs are their priority and are important to them, but yet they have nothing to show for it. What hypocrites!
