Until now I had always recommended that others use the site since I had a positive experience.

Today I was very disappointed after a reservation was made for me for a 4 star hotel in place of the 5 star that I requested.  I called their customer service and I talked with the representative and her supervisor.

Both of them were very polite, but talked about everything irrelevant instead of trying to help.  It was an insult to my intelligence and I don’t understand why Priceline wastes money on paying customer service when they just repeat the same sentence again and again and are unable to help.

I never met a customer service rep or supervisors who were so impotent.

Customer service told me that I made two trials to get the hotel and I told them that I made only one.

But this time the system acted in a different way and after a minute of searching it asked me again the credit card identification number.  It didn't indicate that it couldn't find the 5 star and didn’t asked me to reduce the stars number! I typed the number again and then I got the unwanted result of the 4 stars.

When I checked my e-mail I saw 2 emails from Priceline telling me about the status of my order.

I am sure that they had a bug in the software and it resulted in not showing me the change when it asked again for the number of the credit card.  The system didn’t display the change in the star level and when I immediately called the customer service they refused to relate to the issue.

I know that some people will think that I’m spoiled, but the issue is that they took the price that I offered for a higher level and gave me in the same price a lower level.

Lilly Shrager, LillyShrager@HotMail.com