Stacy Guillaume of Hurst was delighted to book an all-inclusive trip to Cancun with her husband to celebrate her Masters degree. Wanting to get a good deal, they booked through Priceline.com.
Stacy said, “It was a flight and hotel package deal, and we thought it was a great deal because we booked it so early.”
They paid full price for a package with a flight and a hotel with a master suite. Four months later, Guillaume received a message from Priceline saying the hotel had no vacancies and booked it in a different room. Guillaume said, “They gave us the option to take this room and they give us a 25% discount or we can cancel the trip.”
Ultimately, Guillaume decided to cancel the trip and book the trip with another company. However, the refund offered by Priceline was much less than what it originally paid for. Priceline told her the airfare was non-refundable. She said to Priceline, “I understand I am not turning you down. That wasn’t MY fault. That was Priceline’s mistake. “
Guillaume contacted NBC 5 Responds for help.
Guillaume says: “That not only stressed us financially, but also the excitement of celebrating my bachelor’s and master’s degree last year was gone.”
NBC 5 Responds contacted Priceline on Stacy’s behalf and shortly thereafter, Stacy received a full refund, including airfare, of $ 1,175.79.
Guillaume was very grateful for the result and said, “Thank goodness my husband reached out to NBC 5. Oh my god, what a blessing. “
There are ways to avoid such problems when booking through travel websites. It is a good idea to confirm with the airline and hotel to make sure your reservations are correct. Also, read the refund policy in case you or the company need to cancel.
If you have a problem, let us know by completing our online customer complaint form or by calling us at 844-5RESPOND (844-573-7763). Our goal is to get your answers and, if possible, a solution.
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