Priyanka sent a message to Darren R. Huston President and Chief Executive Officer of The Priceline Group Email Address that said:
While writing this post and based on reviews I read after my experience, I am not sure whether you guys will bother to sort this out professionally! However, there it goes : So I made this booking on March 18 for a hotel on 24 and 25 March. I got all the confirmation mails and I planned my travel and booked my tickets. All the planning done,I was ready to enjoy the festive season here and glad that I got the hotel I wanted. Now on 22nd (a day before my travel), I got a mail saying that the hotel that i had booked, does not have room available and thus they have cancelled my booking. Here are the inconveniences caused: 1. Last minute update when all the travel and holiday planning was done 2. On the website, it still shows that my booking has confirmed 3. You have my card details, I don't know if any amount will be accommodated 4. Majorly, its festive season here and even if you guys give me an alternate booking - you will not get alternate hotels to match our requirement 5. We chose this, and this was our preference. No other hotel matching our requirement is even available Overall, when I booked a room here - I was so glad that your site has hotels available while other sites don't - but sad to say now I feel misdirected. I will proscribe the usage of your services to friends and family anyways but for what it is worth - my holidays got ruined! In the end - I stand Holiday deprived plus bearing the expense of cancellation of travel caused by you and the hotel! Now about my experience with the customer service around this problem (because no solution or pro customer experience came out of there, hence voicing on this platform) 1. They could do nothing beyond guidelines, which is weird because I am calling them at 2 am to sort my situation, but they can not empathize. Overall, very cold and non-accommodating response 2. It is 4:30 am and they were to get back to me at 4 am on the room status after checking with the hotel. I totally understand that nobody is awake and I wish they did too and gave me other hotel options already or just gone ahead with my request of accommodating my cancellation charges. See, the charges are not much! But a gesture goes a long way! The point of taking pains and writing a lengthy highly disappointing accord of my experience with Booking.com is so that you guys can understand that I as a consumer feel utterly cheated and helpless of my situation and a ruined festive season. Also, feeling bad that I should have done my bookings from other Indigenous sites like Make My Trip or GoIbibo! Hoping unlike your customer support, I get a satisfactory response.
