customer service Succeeds Where Priceline Fails Succeeds Where Priceline Fails

Jim traveled to Miami to pick up a car he was importing from abroad. He booked stays at several hotels through Priceline and for the drive home, but when customs wouldn’t clear his car on schedule, Jim needed to change his plans. Priceline didn’t help, but did.

Ginger from customer care took my call. I explained my situation and let her know that I was aware that these cancellations were last minute, but asked if there was any way to cancel or get a voucher or possibly reschedule. Right away she told me that booking for the Sheraton Baltimore City Center Hotel had a no cancellation policy, but offered to see what she could do. *Bonus* Before putting me on hold she let me know that it may take a long time, but reassured me that if I hung on she would be back. She was back about 5 minutes and told me that she was able to cancel the Sheraton and give me a full refund. She put me on hold again to look into the booking for today. A few minutes later she came back to let me know that she was able to cancel and refund that booking as well.

Jim’s full story, after the jump…