I made a reservation with Priceline almost a month ago, but now I need to edit the reservation and cancel one night of my hotel stay. I found this number online to call if you have a customer problem and figured it would be the easiest way to take care of the situation. I looked around the app, but I couldn't find a way to cancel just one night.
Now I'm aware that Priceline helps a lot of customers daily with everything from flights to hotels to car rentals. Thus, I expected a long wait to talk to someone and I was okay with that. What I didn't expect was an automated line that doesn't allow you to talk to anyone or deviate from its standard script. No matter how I framed a question or response, I could not get through the preliminary questions which led to a great deal of frustration.
When I called, a virtual assistant picked up and said, "Hi, thanks for calling Priceline. I didn’t find a trip associated with your phone number. Which would you like to use, your phone number, or the number associated with your trip?" This confused me because I booked the trip and it should be associated with my number.
I entered my number but it didn't recognize it again. So then I tried to enter my husband's number and it still didn't recognize it. It kept repeating in different ways that I needed to enter my trip number, plane number, or phone number but I didn't have any of that information with me. I attempted to say, "Talk to someone" and "customer service" no less than ten times but it kept just repeating the same thing over and over to me, "Sorry I could not understand. Which number would you like to use, your trip number or the phone number associated with your trip."
Finally, I hung up and decided I would go into the app to see what number I entered. It was probably just a typo, but I was very annoyed that there was no option to get to a live agent at all.