Online Travel Booking and Bidding Agencies - Priceline insisting hotel is in zone I request but it is not.

I am currently having a battle with PL over a hotel booking in London. I requested a hotel in the Bloomsbury-Marble Arch zone but the hotel I was allocated is in the Regents Park-Baker Street zone. I have emailed links to maps showing the location of the hotel (http://www.streetmap.co.uk/streetmap.dll?G2M?X=529945&Y=182742&A=Y&Z=1) and cross referenced this to the map on their site but they are refusing to accept they are in the wrong.

The zone has a small bulge on it's northern border and they insist the hotel is in this bulge. I know for a fact it is at least 1/2 mile from there. The map on the Novotel website (http://www.novotel.com/novotel/fichehotel/gb/nov/5309/pop_situation.shtml) shows the hotel location between Charlton Street and Ossulston Street. On their map this is mid way between Euston Underground and Kings Cross Underground. The Bloomsbury-Marble Arch zone does not cross Euston Road at any point between these two locations.

If it was the intention of the person who drew the map to include the hotel within the bulge in the border then they have messed up. This is hardly my fault.

Anyone had a similar experience?

I had that happen in Minneapolis, but after several phone calls and emails to priceline I gave up and just stayed at that hotel.

It's very hard to get Priceline to change their minds.

You can't always go by the maps - for years, PL has incorrectly placed the Westin Grand Berlin in the Tiergarten-Kurfurstendam zone, when, going by their own maps, the Westin is clearly three blocks over the line that would correctly place it in the East zone.

P/L does use some strange maps at times. I had one location off by more than 3 miles. They never gave me a satisfactory reply (or refund). I just quit using them for mega-months. Hotwire on the other hand seem far better but I have used them far less.

MisterNice

I haven't had too many problems witg Priceline. If you are absolute sure that you are right and they are not willing to accept that I would file a complaint against the Priceline with the Attorney General of your state and the state were Priceline is located.

I am currently having a battle with PL over a hotel booking in London. I requested a hotel in the Bloomsbury-Marble Arch zone but the hotel I was allocated is in the Regents Park-Baker Street zone. I have emailed links to maps showing the location of the hotel (http://www.streetmap.co.uk/streetmap.dll?G2M?X=529945&Y=182742&A=Y&Z=1) and cross referenced this to the map on their site but they are refusing to accept they are in the wrong.

The zone has a small bulge on it's northern border and they insist the hotel is in this bulge. I know for a fact it is at least 1/2 mile from there. The map on the Novotel website (http://www.novotel.com/novotel/fichehotel/gb/nov/5309/pop_situation.shtml) shows the hotel location between Charlton Street and Ossulston Street. On their map this is mid way between Euston Underground and Kings Cross Underground. The Bloomsbury-Marble Arch zone does not cross Euston Road at any point between these two locations.

If it was the intention of the person who drew the map to include the hotel within the bulge in the border then they have messed up. This is hardly my fault.

Anyone had a similar experience?

Before you take things further just ask yourself was it a Fair and Good Deal, if it was Forget The Matter, if not persue the matter. There are to Many Anne Robinsons in the UK looking for compensation even when in reality they were happy with their vacation arrangements. Remember most Travel companies are lucky to make 2% at the end of the day, I dont think Priceline have even made a Cent profit yet. They dont open in business to screw their clients, just sometimes things are not 100% perfect. Even if you stayed in Buck House you would have noise from the Guards and Passing Aircraft. The BBC has made UK travelers a nation of moaners looking for their money back at any insignificant opportunity, when they get to Heaven they will complain about the noise of the Harps..Just my 2 Cents/Pennies Worth.

Sounds like a perfectly legitimate complaint to me, regardless of whether it was or wasn't a good deal. If hotels aren't located in the zones that you bid on, that is deception by Priceline.

Thanks for starting this thread. I appreciate the forewarning. Not sure how successful you will be in your battle with Priceline, but good luck! Maybe you will at least get a bonus link from them or some other sop.

The only time I ever had an issue with Priceline, it was over the star rating of a hotel that I stayed in end of December 2003. I found e-mailing them somewhat like communicating with a brick wall, but I did eventually get a one-time bonus link for $10 per room night (max $50), which I have not used yet. I was so disgusted with PL that I didn't bid with them for several months after my complaint. I still have until December 31 to use the bonus.

I have never had this issue, but if you can get some really clear map printouts, I think this would be an easy credit card dispute.
BillJ

I have never had this issue, but if you can get some really clear map printouts, I think this would be an easy credit card dispute.
BillJ
:eek: I'd advise caution regarding any credit card dispute of PL transactions because I've heard that cements not being able to use PL again. Agree with OP that PL maps are not always accurate. Perhaps a letter to PL corporate headquarters clearly stating what your expect from PL?

Navigating Squirrelly Maps in the PL Fog,

mrspilot

I guess you guys are correct in the legal stuff, but honestly, since most of my successful P/L bids are $35-$50 I aint going to too much effort contacting the state AG's etc and waiting, waiting waiting. Most cc companies are very reluctant to take a P/L dispute because of the P/L T&C.

MisterNice

Before you take things further just ask yourself was it a Fair and Good Deal, if it was Forget The Matter, if not persue the matter. There are to Many Anne Robinsons in the UK looking for compensation even when in reality they were happy with their vacation arrangements. Remember most Travel companies are lucky to make 2% at the end of the day, I dont think Priceline have even made a Cent profit yet. They dont open in business to screw their clients, just sometimes things are not 100% perfect. Even if you stayed in Buck House you would have noise from the Guards and Passing Aircraft. The BBC has made UK travelers a nation of moaners looking for their money back at any insignificant opportunity, when they get to Heaven they will complain about the noise of the Harps..Just my 2 Cents/Pennies Worth.

:rolleyes:

You have to go by their map, how ever incorrect it is... 1/2 mile does it really matter that much. That is what happens when you try and travel on the cheap. Good luck...

Sounds like a perfectly legitimate complaint to me, regardless of whether it was or wasn't a good deal.

That's what I thought! ;)

The deal was quite good but not spectacular. The lowest rate at the hotel website was GBP75 and my PL price with charges and tax was GBP56. My main gripe was I deliberately did not bid the Regents Park-Baker Street zone as I did not want to take the chance of ending up in the area that the Novotel is located. The area around Euston and Kings Cross has issues with drug addicts and prostitutes and therefore is not the most desirable area to walking around at night.

What made me more determined to prove my point was PL's "you are wrong and we are right" attitude. The second CSR I spoke to was downright rude and refused to accept any possibility that PL had got it wrong. If they had adopted a more conciliatory approach and offered to look at the evidence then my attitude might have been different.

I eventually managed to make contact with their Executive Offices team and was dismayed to find they had the same “you are wrong and we are right” attitude without looking at the evidence. Their opening salvo was “Please be advised that I will be reiterating the non changeable information that has been discussed with
the Customer Service Representatives.” :rolleyes:

I replied with a very detailed email enclosing links to maps proving the hotel was not where they said it was. Last night I received an email saying they had reviewed the evidence I had provided and their hotel product team accepted it was 50 yards outside the zone I selected and I had the option of cancellation. There was no “thanks for brining this to our attention, we will amend the maps” or any form of apology for effectively calling me a liar. I accepted their offer of cancellation.

A few hours later I received another very abrupt email saying my refund was being processed as a one-off and that I should remember that PL bookings are non-refundable of cancellable. Hello Priceline!!! You got it wrong and you’ve admitted you got it wrong. You are not doing me a favour. You are doing what you are obliged to do.

Quite why they should have such an aggressive approach to Customer Services is beyond me. Perhaps they feel that they have such a good product that they can afford to piss off a few people. Such an attitude is unfortunate. Having used PL quite a few times and recommended them to others I will be more cautious in my recommendations in future.

You have to go by their map, how ever incorrect it is... 1/2 mile does it really matter that much. That is what happens when you try and travel on the cheap. Good luck...

If you take a Taxi and the driver decides to stop 1/2 mile from your destination and says it will save you money and you can walk the rest, would you be happy?

If PL operate zones then the hotels they allocate should be in the zone the customer requests.

Gaza, Refund posted. Mission accomplished! PL isn't for everyone or every trip. While you can save a pile of money, TOS are rigid and so is their customer service. Take that into consideration when deciding whether or not to use PL when making travel plans. I can honestly say I've only had one bad experience in over 2+ years of using PL and that was about the quality of the hotel itself. Maybe this is that ONE for you! ;)

Onward Thru The PL Fog,

mrspilot

Congrats on your persistence and on getting PL to do the right thing (even if with attitude).

I understand exactly what you mean about PL's "you are wrong and we are right" attitude. I experienced the same thing in my little tiff with PL in January -- that's what I meant by a "brick wall."

Basically, I got a price via PL that was no better (or a little worse, when fees are included) than the price offered at the hotel's website. (I don't think I knew at the time that the hotel was even offered via PL, or I wouldn't have bid the way I did. Even if you check BFT etc., not ALL hotels offered in a given zone are shown; plus this changes frequently anyway.) I felt that the star rating for the hotel was too high, and pointed out that I could have gotten the same or better price directly through the hotel. However, PL insisted that the hotel's going rate was XXX (3 times what I paid or something like that). But the hotel they named was a DIFFERENT HOTEL (similar name). I tried to point out their error to them to no avail. They just reiterated that the hotel charged XXX, therefore I got a good deal. :rolleyes:

Anyhow, it wasn't so much the original experience that peeved me, as the way that PL reacted to my complaint, gave out incorrect info, and refused to even listen to my correction of the latter.

No, PL, the customer is at least SOMETIMES right!!! :mad:

Cannot agree more about the quality and friendliness of Priceline's customer service. If you use the number that is listed on your statement you only get to an automated system. I only got a human when I called their corporate office and asked to speak with a customer service representative.

At that time I had a horrid experience with a ** hotel in LAX that basically throw me out because I complained and kept complaining and they were not able to make it right. I did get a refund.

If you make a chargback worst thing that can happen is that they block your card and address. Then just use another card that has a different billing address and you are good to go.

I use the several card method when I am trying to get a specific hotel at a right price. I have never done a chargeback to Priceline.

That's what I thought! ;)

The deal was quite good but not spectacular. The lowest rate at the hotel website was GBP75 and my PL price with charges and tax was GBP56. My main gripe was I deliberately did not bid the Regents Park-Baker Street zone as I did not want to take the chance of ending up in the area that the Novotel is located. The area around Euston and Kings Cross has issues with drug addicts and prostitutes and therefore is not the most desirable area to walking around at night.

What made me more determined to prove my point was PL's "you are wrong and we are right" attitude. The second CSR I spoke to was downright rude and refused to accept any possibility that PL had got it wrong. If they had adopted a more conciliatory approach and offered to look at the evidence then my attitude might have been different.

I eventually managed to make contact with their Executive Offices team and was dismayed to find they had the same “you are wrong and we are right” attitude without looking at the evidence. Their opening salvo was “Please be advised that I will be reiterating the non changeable information that has been discussed with
the Customer Service Representatives.” :rolleyes:

I replied with a very detailed email enclosing links to maps proving the hotel was not where they said it was. Last night I received an email saying they had reviewed the evidence I had provided and their hotel product team accepted it was 50 yards outside the zone I selected and I had the option of cancellation. There was no “thanks for brining this to our attention, we will amend the maps” or any form of apology for effectively calling me a liar. I accepted their offer of cancellation.

A few hours later I received another very abrupt email saying my refund was being processed as a one-off and that I should remember that PL bookings are non-refundable of cancellable. Hello Priceline!!! You got it wrong and you’ve admitted you got it wrong. You are not doing me a favour. You are doing what you are obliged to do.

Quite why they should have such an aggressive approach to Customer Services is beyond me. Perhaps they feel that they have such a good product that they can afford to piss off a few people. Such an attitude is unfortunate. Having used PL quite a few times and recommended them to others I will be more cautious in my recommendations in future.

The same thing happened to me about 4 years ago and Priceline promptly refunded my money. I was able to show them that the Los Angeles hotel that they booked me in was 3 miles away from the zone boundary line!

Thanks for the discussion. I have always resisted using opaque travel providers for a number of obvious reasons, but I had been considering using P/L on a specific upcoming trip. This thread has saved me from going over that cliff.

Thanks for the discussion. I have always resisted using opaque travel providers for a number of obvious reasons, but I had been considering using P/L on a specific upcoming trip. This thread has saved me from going over that cliff.
The savings can be well worth it, though. If you bid intelligently (using resources like BFT and BetterBidding), you can end up paying as little as ONE-THIRD of the cheapest web rate otherwise available.

In MOST of my Priceline experiences, I have done very well. I've only been disappointed once or twice. And when one is disappointed, dealing with PL customer service can be difficult, as this thread attests.

If you're going to try Priceline, make sure you do your homework first, and make sure your first attempt to use them is on a low-stress, low-risk situation. Also, you ALWAYS need to have a "backup" reservation -- a normal hotel res that's cancellable with no penalty -- in case you don't win anything through PL (which can happen). That is, unless you're just not going to take the trip if you don't get anything through PL.

The savings can be well worth it, though. If you bid intelligently (using resources like BFT and BetterBidding), you can end up paying as little as ONE-THIRD of the cheapest web rate otherwise available.

Quite true. As Kathy points out, you just need to do your homework and it normally works out fine. I was with a group that went to Olympic Trials in Long Beach and we had 5 rooms at the Hilton in Carson, for 8 nights, at $35 each, and were very happy with the property and easy freeway access. We booked those 7 months ahead, as we knew availability would be pretty slim as we got closer and the hotels filled.

I just booked a room last night in the SFO zone next month (early morning flight to JFK, and then on to Athens) for $41. These are rates you're just not going to see on hotel sites, even factoring in the priceline fee and taxes.

Thanks for the discussion. I have always resisted using opaque travel providers for a number of obvious reasons, but I had been considering using P/L on a specific upcoming trip. This thread has saved me from going over that cliff.

I bid alot on PL for hotels. When I get a nice hotel for less than a budget hotel price, I'm overjoyed. For my upcoming driving trip to the Bay area over the Labor Day holiday (with a friend) , I won bids for 2 different Hyatts (3* on PL) bidding $37 each. I bid through the e-Bay link so I will get about $10-15 worth of points for each stay. When I charge an incidential at each hotel on Master Card (a local phone call to access FT! :D), I will get one free night's stay. A great deal! :D

I would only complain to PL if there is a substantial variance of what's represented. No need to complain, however. I try to do alot of homework before I bid. I haven't been disappointed. When the hotels tend to be on the pricey side (such as Europe, Maui, etc), I will then stay at hostels, etc.

If one has reasonable expectations, the PL experience will be at least adequate, if not exceeding expectations. I do agree with the OP when the hotel is outside the advertised zones, one should complain.

I'm sure this has been suggested already but...I would file a complaint with the credit card company. Make several copies of the map and detail on that map where the hotel falls outside of the zone. Make sure the copies are very clear and show no ambiguity of location.

I'm sure this has been suggested already but...I would file a complaint with the credit card company. Make several copies of the map and detail on that map where the hotel falls outside of the zone. Make sure the copies are very clear and show no ambiguity of location.
As a matter of fact, this was suggested, and debated (!!!), on the first page of this very thread!

Also, the OP's issue has ALREADY been resolved with PL, also as discussed on this thread.

:rolleyes:

Someone posted earlier about the Westin Grand in Berlin being listed in the wrong zone. I just checked my bid acceptance page (the bid was done in February, and I just stayed there from July 18-23) and the zone is now listed as East. In February, I did the bid in Tiergarten-Ku-damm zone and a previous printed page shows that was indeed the zone.

So Priceline has corrected this problem.