Online Travel Booking and Bidding Agencies - Priceline will not give a refund for their own mistake

I was bidding for a Downtown Phoenix 4 star hotel. Before bidding, I made sure to check which nearby areas had 4 star hotels. After my initial bid was declined, Priceline encourages you to add another area and rebid. I rebid and added areas where I knew there were no 4 star hotels and continued to insist on a 4 star hotel. Therefore, I knew that Downtown Phoenix would be the only area I would receive a 4 star hotel as I increased my bid. To my surprise, I received a hotel in Phoenix North, where Priceline indicates the highest hotel ranking is 2.5 stars! I called Priceline only to be told they cannot give me a refund. Watch out! Don't trust the hotel star ratings on their hotel maps!

Any ideas on getting a refund other than disputing it with my credit card and writing their corporate headquarters?

Please see my later post. There is Resort bidding in the Phoenix North zone. The OP got an "upgrade".

I also don't see any 4* bidding available in the Priceline Phoenix North zone.

On the Priceline maps, the Downtown Phoenix (#4) and Phoenix North (#13) zones are adjacent. But there is some space between them. Downtown Phoenix is south of E. Bethany Home Road. Phoenix North starts with East Glendale and heads north (property on the south side of East Glendale is within that map area).

Where specifically is your hotel located? I have heard of people getting refunds when they could demonstrate the hotel they received was outside the map boundaries of the zone they bid.

You can zoom in on the Priceline maps to get to the street name level.

Romelle

Let me get this straight. You bid on a 4* in Downtown Phoenix + Phoenix North. You received a 4* in an area you bid on. So they delivered on your request.

Now, you say that their website does not show any 4* in Phoenix North. That indeed can be seen as a failure of the website. But it's a failure in your favor: it turns out they actually have more and better hotels than the website offers.

I don't see how you can complain about a company whose delivery exceeds its promises.

Let me get this straight. You bid on a 4* in Downtown Phoenix + Phoenix North. You received a 4* in an area you bid on. So they delivered on your request.

Now, you say that their website does not show any 4* in Phoenix North. That indeed can be seen as a failure of the website. But it's a failure in your favor: it turns out they actually have more and better hotels than the website offers.

I don't see how you can complain about a company whose delivery exceeds its promises.

I take it you are completely unfamiliar with the concept of free rebids.

I take it you are completely unfamiliar with the concept of free rebids.
Sounds to me like wjskabelund used Priceline's Retail listings to determine free-rebid zones for Priceline's NYOP system. The next lesson in the school of hard-knocks will be about unwanted upgrades....

I like CaptainMiles' interpretation!

Sounds to me like wjskabelund used Priceline's Retail listings to determine free-rebid zones for Priceline's NYOP system. The next lesson in the school of hard-knocks will be about unwanted upgrades....

I like CaptainMiles' interpretation!

No, as Romelle said and anyone, even you, could find out by looking, there are no 4* NYOP hotels in the Phoenix North zone at this time. It is a free rebidding zone for 4*.

As for CaptainMiles interpretation, you must be joking. And he is hereby demoted to CorporalMiles.

I missed something with my first post. Phoenix North does have Resort bidding. Resorts are ranked between 4* and 5* hotels. So what you got is an upgrade - from a non-existant 4* to a Resort.

That Resort category is sneaky. It is the bottom one in an otherwise numerical list - high to low and then Resort.

The free-rebidding process is still OK.

And you won't have a case with Priceline.

On the other hand, it probably is a really nice hotel. Cab, city bus, a bit of driving? Make lemonade!

Romelle

No, as Romelle said and anyone, even you, could find out by looking, there are no 4* NYOP hotels in the Phoenix North zone at this time. It is a free rebidding zone for 4*.

As for CaptainMiles interpretation, you must be joking. And he is hereby demoted to CorporalMiles.

No. As Romelle realized in a subsequent post, Phoenix North is not a free rebid zone for 4*. You are wrong. Pffft.

That aside, I have no idea how or by using what lists the OP guessed at rebid zones. My speculation of having used the retail side of Priceline was merely that.

Would be nicer if the OP had provided the name of the hotel which was won.

Welcome to Flyertalk.

Which hotel did you get? If it's in Phoenix North and you were bidding a four star, chances are you got one of the resort properties Priceline uses there, which is actually an upgrade.

As to how Resort properties figure into the bidding (which throws a monkey wrench into the process as you found out)

According to Priceline representative Brain Ek, resorts are typically four star or better properties that feature recreation activities, such as golf, tennis, or water sports. The category was created to give customers better control in selecting hotels, particularly in seaside locales where travelers want to be on the beach, says Ek.

If you bid on a three-to-four-star property and Priceline can't find a match at your price, the system will check if a resort-rated property will accept the price, according to Ek. "Most people would be thrilled to get a resort hotel," he says, since the resort rating is equal to, or better than, the originally-requested star rating.

Without knowing the name of the hotel you won nobody can really give you any advice, everybody is just guessing what you ended up with .

OP did provide the hotel name over on betterbidding. The J W Marriott. Definitely a Priceline Phoenix North zone hotel.

I should have mentioned it in my post here.

Romelle

Which I believe Priceline considers a resort hotel. So the OP bid a four star and got a resort, not sure what the problem is, that's even a better deal.

The real problem after reading the thread over on Better Bidding is that they didn't want to stay in Phoenix North, but needed a hotel downtown.

Not really sure how it's priceline's fault for giving them a hotel at the rating they wanted or better in the zones they were asking for.

Somebody needed to understand the bidding process and the resort category of hotels before adding more zones on.

The same problem occurs in Las Vegas occasionally. Summerlin zone is out a ways, only has up to 3 1/2* hotels, but has that sneaky Resort listed clear down at the bottom. People get bit by it every once in a while.

Romelle

Actually, when I stay in Phoenix, the Pheonix North zone is my preference - and I choose the Resorts. They are all excellent and great values in a lovely location that is about 20 minutes from the airport. The central Phoenix zones have areas that are not nearly as nice. I think that after the trip, the OP will be pleased about this. There is no doubt that you have to be aware of the possibility of a Resort win in this zone. Phoenix North has never been possible as a free re-bid, since the two Pointe Hiltons have always been listed (as Resorts) and they were my first Priceline wins ( bid for Resorts in this zone - I think it was $60). There are some nice restaurants. The one at the top of hill at Tapatio is the best in the city.

Corrected. See my comment further down.

We already know the OP didn't properly check the zone. A resort is an upgrade from a 4*.

I've wondered what would happen if PL added a 4* hotel in a zone (without a resort) between the time you checked and the time you bid. PL "helpsites" promote free rebids but PL itself doesn't. You asked for a 4* hotel in a zone. You thought there was no chance of getting a 4* hotel but do you have grounds to complain if you got what you asked for, but not what you were expecting?

I always check immediately before I bid to hopefully all but eliminate that possibility. It could come up if you're bidding every day but don't keep checking for free rebids.

In this case, the OP got better than what they requested... just not what they wanted. That is not Priceline's fault. Nowhere do they promise "free rebid" zones and I am sure they hate the practice that we have come up with to circumvent their website.

While I would also hate getting a resort (due to the resort fees) it is an UPGRADE to what was bid on... and Priceline does do that. I have always wished they had an option to "NEVER upgrade beyond my star level requested". Cannot tell you how many times I have gotten an upgrade where I now had to pay for parking and/or internet and no longer get a free breakfast that I would have gotten at the star level I bid on.

As I say, you have to know the priceline.com rules before you start playing there. Seems like most of the complaints we get about them are because people did not either read and understand the rules... or just did not like that they got what they requested.

I love Priceline... and hope that William Shatner going up in flames does not mean the end of the NYOP model!

I'm looking at this again....for some reason, PL puts "resorts" at the bottom of its star level. The "Resorts" level is harder to see if there are no 1* properties hyperlinked in blue. I'm accustomed to seeing the top being the most luxurious and the bottom being the most economical.

The OP didn't see this and will in no way be able to fight this with his or her credit card bank. PL delivered what the OP requested.

PL does say in its terms and conditions that the information they provide isn't necessarily guaranteed. This is good to know no matter what. It helps to know the area instead of relying on PL.

While I would also hate getting a resort (due to the resort fees) Every time I've been at the Pointe Hiltons (in North Phoenix) they did not require me to pay a resort fee .

Every time I've been at the Pointe Hiltons (in North Phoenix) they did not require me to pay a resort fee .

Everytime I've gotten an "upgrade" from Priceline, it's been to a higher star level property that was in fact inferior in quality/free amenities of the slightly lower level properties I was bidding on.

Experiences such as mine, that I'm sure others have also had, together with the fact that added costs are frequently associated with an "upgraded" property, should counter any assumption that upgrades should always be welcomed by bidders.

The same problem occurs in Las Vegas occasionally. Summerlin zone is out a ways, only has up to 3 1/2* hotels, but has that sneaky Resort listed clear down at the bottom. People get bit by it every once in a while.

Romelle

Count me as one who got "bit" by this in Las Vegas a few years ago. :eek: :p

OP bid for a 4*, got better than a 4*. No matter how this comes about, he at least got what he bid for and isn't due a refund.

OP bid for a 4*, got better than a 4*. No matter how this comes about, he at least got what he bid for and isn't due a refund.
True - But OP was concerned about the zone being different, which was the result of trying to beat a system without knowing it well enough. In this case, North Phoenix is better than downtown anyway for many reasons. BTW- for those who don't want to be upgraded the answer is: Hotwire.

While I loathe to add a reply to a complaint thread originated from a one post wonder who has since disappeared from the thread, got to say at least I got some value from the analysis of their mistake. :D
We normally don't solely rely on PL's list but utilize additional resources to research before we bid. But I could definitely see ourselves not catching the resort level at the bottom of PL's list if we weren't careful. This thread serves as a good reminder/heads up.

That aside, I have no idea how or by using what lists the OP guessed at rebid zones. My speculation of having used the retail side of Priceline was merely that.
No guessing required. Choose just one bidding zone and PCLN shows you what hotel levels are in that area. For Phoenix North, 3-5* levels are grayed out, so no 4* hotels. But unfortunately the OP missed the Resorts part that was wickedly placed below the lowest * level, and got an unwanted "upgrade."

Everytime I've gotten an "upgrade" from Priceline, it's been to a higher star level property that was in fact inferior in quality/free amenities of the slightly lower level properties I was bidding on. Experiences such as mine, that I'm sure others have also had, together with the fact that added costs are frequently associated with an "upgraded" property, should counter any assumption that upgrades should always be welcomed by bidders.+1

An "upgrade" to Phoenix North doesn't provide much benefit if a guest is attending a convention at the downtown convention center or sports events at the downtown stadia (and the guest has no plans to go out of the downtown area, and wishes to save on rental car costs).

+1

An "upgrade" to Phoenix North doesn't provide much benefit if a guest is attending a convention at the downtown convention center or sports events at the downtown stadia (and the guest has no plans to go out of the downtown area, and wishes to save on rental car costs).


Than the guest should not have indicated to priceline they were willing to get a room in Phoenix North. This was not an upgrade to Phoenix North, it was an upgrade in the star level of the hotel to Resort in the area the customer was bidding on (Phoenix North and Downtown). It wasn't like they were bidding on only downtown and Priceline moved them to Phoenix North, they checked the little box that said Phoenix North, and then complains when they got exactly what they were asking for.

Really, how is Priceline supposed to know this given that the OP said they were willing to take a room in Phoenix North?

They asked for a four star or better room in the Downtown Area or Phoenix North. They got a Resort in Phoenix North. This isn't Pricelines fault, if you don't want to stay in an area, you either don't bid on it or be double and triple sure there are no hotels at your star rating or better in that area.

Bidding in an area with several resort properties when you don't want to stay there is not the best logic in placing a bid on Priceline.