Phone system cancelled my reservation without confirmation

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Feb 13, 2020
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I booked 5 hotel rooms in Priceline early January for the summer trip from June 28 to July 5. Realizing that I made a mistake making a non-refundable reservation, my wife and I called the customer service next day to see if this can be changed to a flexible policy (we were ready to be charged more). Before we were transferred to the agent, the phone system cancelled our reservation without confirmation nor notice. When we were connected with the agent, the agent told us that our reservation was cancelled and we were, of course, surprised. We asked the agent if they are revert the accidental cancellation, he simply said no. We asked to talk to the supervisor. And hours later, the supervisor called back with the same answer. We were disappointed and we filed a dispute with our credit card company. After a month of investigation, the credit card company decided to stay with Priceline.

We run out of ideas to ask Priceline to restore our reservation. We hope Elliot advocate and great people here can help us! Much appreciated!
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
23,021
22,975
113
New York
www.promalvacations.com
I am confused. You say you made a mistake and booked a nonrefundable rate and the reservation was canceled. They cannot change a non refundable rate to a flexible rate at the same price you paid for the nonrefundable rate. The price is different. Just rebook the hotel with the new rate.

Did you receive your money back for the canceled booking?
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
23,021
22,975
113
New York
www.promalvacations.com
Non refundable is just that. When you called, did you ask them to cancel and change the reservation?

We have company contacts for Priceline on our pages. You should start writing to them if the agent told you their phone system canceled your res.

This is how to write:

 
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Feb 13, 2020
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Thanks Neil, I will write a letter.

When we called them, we wanted to ask the system to connect with an agent. Somewhat the phone system cancelled our reservation before doing that.
 

weihlac

Verified Member
Jun 30, 2017
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Maui Hawaii
Here are the Priceline contacts:
However, if you booked a non-refundable reservation the best you can hope for is that the reservation is restored.
If it is not restored you can file a credit card dispute if you were charged and have no reservation.
If you were not charged then make new refundable reservations preferably directly with the hotel.
 
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Feb 13, 2020
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Here are the Priceline contacts:
However, if you booked a non-refundable reservation the best you can hope for is that the reservation is restored.
If it is not restored you can file a credit card dispute if you were charged and have no reservation.
If you were not charged then make new refundable reservations preferably directly with the hotel.
Thanks! I was charged and I tried to file the credit card dispute but the credit card company stayed with Priceline. I will try the Priceline contacts to see if they can restore the reservation.
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
23,021
22,975
113
New York
www.promalvacations.com
Thanks Neil, I will write a letter.

When we called them, we wanted to ask the system to connect with an agent. Somewhat the phone system cancelled our reservation before doing that.
They should be able to trace the call to see if you actually accidentally pushed something to cancel the reservation instead of trying to talk to an agent. Let us know what happens.
 
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Feb 13, 2020
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We have successfully contacted with the executive office using the contacts in Elliot Advocacy. We followed the guidelines about how to write emails to the contacts in the post. And the office helped us to restore the reservation we made. Thanks Neil and weihlac!

Now just to hope the current global health situation will be recovered soon.
 

jsn55

Verified Member
Dec 26, 2014
9,730
10,525
113
San Francisco
Wow, you got this solved before I could even understand it! Well done, I'm glad it worked out. Next time, book directly with the hotel. If you are looking at more than one room, call the hotel and negotiate directly with them on the rooms you need. You'll often get a far better deal too.
 
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