Greg S

Priceline failed us

Booked the RIU Palace Punta Cana in Dominican Republic. When we arrived on May 24, 2024 there was peeling paint and leaking water in the bathroom ceiling. Probably dirty water from room above. The room was dirty. The grounds were dirty and had litter throughout the complex. 2 pools were extremely cloudy. At the buffet there were ****roaches crawling on the walls We went to the front desk and asked to speak to the mgr. Jose at front desk said he spoke to mgr and there was nothing they could do. This hotel and all sister hotels were booked. We asked for refund as we needed to check into a different hotel as the condition of our room and hotel in general were unsanitary. The rep refused to give Ilya a refund or any help. We immediately called Priceline and explained the issues. We said we had photos and videos. We asked that Proceline get us to another hotel immediately. Rep said they could not do that and would escalate and we should receive an email in 24 to 48 hours from another dept. We explained we could not eat at the hotel because of the roaches and the room with leaking ceiling from bathroom above was a health hazard. Priceline did nothing. We booked a hotel thru Cheap Caribbean for the next day and for the remainder of our intended stay at our expense. When we got back I spoke to Priceline and asked for a refund. They said they will not do it. They fulfilled their obligation by securing us a hotel initially and that was all they needed to do. I said they needed to secure us a clean sanitary room without dirty water leaking into our room. Rep said Priceline is not going to do anything but give us a 15% discount on next trip! How absurd. DO NOT Book Travel thru Priceline. They do nothing is you have issues. The issues we experienced were major.