Sorry to be weighing in on this in my first post, but something has to prompt a person to participate in a forum... I've booked about a half dozen trips through PRICELINE. I've been doing so for a few months now since my uncle converted me from using another site and I must say, it always works great and I've gotten some great bargains and I am thankful and a happy user most of the time. Not here to bash. Tonight I had my first bad experience with overbooking which led to customer service issues. I booked a PRICELINE EXPRESS deal that ended up being the Howard Johnson in Jackson, Tenn., for my wife who's on an overnighter that is work related. Great rate, easy to book, same as always, but on arrival, she was told there were no rooms. She asked if they had the booking confirmation and the clerk said, "It doesn't matter. There are no rooms. We're full. I have nothing." She has a business meeting in the morning early, it's 9:30 p.m. (she went late because inclement weather left a likelihood of the event being canceled; it wasn't and she found out around 7 p.m. so she made the drive). Now she's in tears. I called Priceline customer service and this is where I have a real complaint. Confirmed my booking. Explained my problem. Put on hold. Transferred to Customer Care. Explained my problem. Put on hold. Am told they're finding her a new room. It's the Quality Inn; it costs more but they'll eat the difference. "Great, go for it." I was put back on hold. Finally after 40 minutes passes on this hold (48 minutes total) -- hold music still playing on my speaker phone, I called Priceline back on my daughter's phone. So one line is on hold and has been forever and the other is calling in. Same process on the new call. It takes about 10 minutes to get to customer care. She takes over the call and urges me to hang up my other line. It shows 57 minutes on the call. She goes on to confirm that they overbooked the original hotel and they'll have to find a new room -- so now I am back where I was 40 minutes ago. The rep says she'll call me back when my wife is booked for a new place. So after 57 minutes on one line and about 25 on the other (10 or so minutes of overlap) the error hasn't been corrected and I am supposed to sit and wait for a call. More importantly, my wife who now has a business meeting in eight hours has to keep sitting in her car waiting in the parking lot. Bottom line is they couldn't guarantee it wouldn't take another hour. By now, the clock is at 1 hour, 20 minutes since I called to report the problem originally. I cut my losses, canceled and requested a full refund and told my wife to find her own hotel. Sorry. Not worth all of that. I wonder if the "hold til they cancel" was by design since they were going to have to pay the difference. Probably just bad customer service, but you have to wonder... Will I use Priceline again? For me, yes. No way my wife will let me book for her again, though. I don't blame her. The product -- Express Deals and Name Your Own Price -- are great. But customer service was awful. And yes, they do overbook as late as Feb. 4, 2014 and they didn't fix it after having plenty of time to make that call and secure that reservation at the other hotel. My wife walked in and had a room in 10 minutes at the same hotel they'd told me they were going to book for her 75 minutes earlier. Anyway, I hate to use this post to complain, but this is an honest report. The good news is it ended well (assuming that refund gets kicked back like it should), so it could have been worse.