Online Travel Booking and Bidding Agencies - Priceline "discount" reservation :mad:

So I'm in Tokyo and I was looking for a place to stay near the office. Got on priceline and found a nice looking place, quoted at 100 euros (147 USD) a night not including taxes and fees. I booked it, but was not charged by priceline since it was not a "name your own price" booking. Boy was I surprised when I got to the hotel and they not only didn't have my booking or any record of me, but that there was 100 USD per night price difference. Not being able to speak Japanese, and knowing nothing about Tokyo, I couldn't just walk out and find another place. Hotel's customer service was very nice and apologetic, but since they didn't have my "confirmed" reservation and put me into a room, they charged me their regular rate. They called priceline on my behalf and PL essentially said "too bad, we can't do anything" "we faxed you the document" to the hotel. Hotel never recieved a fax, had never heard of PL. Sales department confirms they have no agreement with PL and that PL shouldn't even be advertising their rooms and rates. They also mentioned that their rates were NEVER this low and had no idea how PL got this kind of estimate.

I got in touch with PL and essentially got the "sorry the hotel can charge you whatever they want since we just estimate the price. Sorry too bad." Upon going back to my reciept, all I see is "subtotal", "room cost per night" "number of rooms" etc. But that "taxes and fees may apply." My main beef is that its not the taxes and fees that are being distorted, its the base hotel rate.

While I don't have too many PL names, I've got the entire front desk of the hotel who will vouch for me as well as my recipts, bth from PL and from the hotel. I'm thinking of going to the Better Business Bureau or calling my attorney. Any ideas? Opinions? Or should I just dispute the charge on my credit card?

So I'm in Tokyo and I was looking for a place to stay near the office.


Got on priceline and found a nice looking place, quoted at 100 euros (147 USD) a night not including taxes and fees. I booked it, but was not charged by priceline since it was not a "name your own price" booking.

Sorry. But it seems to me that "NOT CHARGED BY PRICELINE" would mean that Priceline did NOT make a reservation for you, otherwise the reservation receipt would have been totaled with taxes, fees and priceline service charges.

I mean, if they didn't charge you, WHY would they then go on ahead and bother to make a reservation for you, since they weren't paid in advance?

This is the risk people take in dealing with such companies.

I'd suggest next time ask someone in the office for a recommendation.

You can spend your money for an attorney if you wish, but I doubt seriously if you'll get anywhere with it, other than waste more time and cash.

I've dealt with them once. (But my reservation was PAID IN ADVANCE) to Priceline). (After 6 months, I did get a refund). That was sufficient for me to research what exactly I wanted and negotiate directly with the hotel(s) involved. Problem is too many travellers are just too damn lazy to do the same and THAT creates problems of their OWN making in and of itself.

This can and does happen with any agency that does third-party bookings, such as Expedia, Travelocity, etc. What I do, when I book through a third party, is contact the hotel a few days later to ensure that my reservation is in order. Then, if the hotel claims at that point to have never heard of the booking agent nor to have gotten a reservation, you still have time to sort it out.

I think what Priceline is saying is that the hotel could charge you in local currency, which is probably true. I'm doubtful the problem with the lack of the reservation lies with Priceline. Instead, I suspect the hotel is not properly monitoring its faxes. They profited by claiming to have not gotten the fax, so it worked out well for them.

This can and does happen with any agency that does third-party bookings, such as Expedia, Travelocity, etc. What I do, when I book through a third party, is contact the hotel a few days later to ensure that my reservation is in order. Then, if the hotel claims at that point to have never heard of the booking agent nor to have gotten a reservation, you still have time to sort it out.

I think what Priceline is saying is that the hotel could charge you in local currency, which is probably true. I'm doubtful the problem with the lack of the reservation lies with Priceline. Instead, I suspect the hotel is not properly monitoring its faxes. They profited by claiming to have not gotten the fax, so it worked out well for them.

That's the thing, I didn't have time to sort it out. It was a bit last minute, and I've never had issues with third party bookings before. Here's the thing about the hotel, as I checked in, I simply was not in the system, and it seems to me they've been working pretty hard to try and figure out what the deal is, as in they've called PL and actually emailed them (both of which I saw). PL is saying the price is not "guaranteed" and that the hotel can charge whatever it wants once I check in. Very interesting given that it's a confirmed reservation. Sales dept at the hotel also says they have no deals with PL. I smell a rat and will try to get to the bottom of this.

Boston, if PL didn't make me a reservation, how come I have a confirmation number and things like that. I have used other services for int'l hotels in which taxes and fees have not been included, but I have never seen such a discrepency with regards to BASE prices. As for an attorney, the service would be free. Maybe I will just try to dispute it on my CC and see where this goes. Although the verdict will probably be, well you checked-in anyway, that's your own fault.

Why would PL make the resevation? I don't know. I only gave them my CC number and information that's plenty easy to make some marketing $ off of. It also does not help being junior staff in an office where people say spending $300/night isn't too much money for a hotel (given their salary and experience). So my reccomendations would have been something like the ANA (which my office paid for during the work week).

Since this was Japan and there are lots of hotels in Tokyo with similar names and since there was a price discrepancy, is it at all possible that this was the wrong hotel? This happens in Honolulu so I can imagine it happening in Tokyo.

B1, an excellent question and something both the desk woman and I both pondered. But the hotel's name, address, location and phone numbers all matched.

Boston, if PL didn't make me a reservation, how come I have a confirmation number and things like that.

I was unable to determine in your first post if you had your confirmation number with you when you arrived at the hotel. ???

Not too long ago I made a last minute 'name your own price' reservation. I showed up at the hotel about 60-90 minutes after I made the reservation. Admitedly, I didn't jot down or print my booking number when I reserved, and the I wasn't in the hotel's computer when I arrived. One phone call between the hotel and Priceline is all it took and I was on my way to my room. Regardless if your booking was retail or 'name your own price', Priceline should have been more helpful than you report. If I were you, I would call Priceline and ask for the email address of Lisa Gillingham, Senior Vice President, Customer Service and Operations. I have contacted Ms Gillingham in the past to successfully resolve conflicts.

Beav, my reservation was not "name your own price" and furthermore I had both request and confirmation numbers. I guess I will give PL a call again today and ask for the email address of this person. And if that does not work, I guess I'll dispute the charge on my CC and see where it goes.

Beav, my reservation was not "name your own price" and furthermore I had both request and confirmation numbers. I guess I will give PL a call again today and ask for the email address of this person. And if that does not work, I guess I'll dispute the charge on my CC and see where it goes.

Sorry, I just don't see it. You were wronged, but by Priceline, and they didn't charge you. The hotel has a legitimate claim. Why should the CC company penalize the hotel?

Listen I just want to be comped and pay the base rate that was indicated on my PL reservation. The hotel can have as much money as it wants. In other words, I want PL to pay the difference (between the price stated on the reservation and what I paid, minus taxes, which I am willing to pay) since they essentially decieved me and left me potentially stranded (what would I have done if there had been no space available?) in a foreign country where I had recently arrived and did not speak the language.

So I'm in Tokyo and I was looking for a place to stay near the office. Got on priceline and found a nice looking place, quoted at 100 euros (147 USD) a night not including taxes and fees. I booked it, but was not charged by priceline since it was not a "name your own price" booking. Boy was I surprised when I got to the hotel and they not only didn't have my booking or any record of me, but that there was 100 USD per night price difference. Not being able to speak Japanese, and knowing nothing about Tokyo, I couldn't just walk out and find another place. Hotel's customer service was very nice and apologetic, but since they didn't have my "confirmed" reservation and put me into a room, they charged me their regular rate. They called priceline on my behalf and PL essentially said "too bad, we can't do anything" "we faxed you the document" to the hotel. Hotel never recieved a fax, had never heard of PL. Sales department confirms they have no agreement with PL and that PL shouldn't even be advertising their rooms and rates. They also mentioned that their rates were NEVER this low and had no idea how PL got this kind of estimate.

I got in touch with PL and essentially got the "sorry the hotel can charge you whatever they want since we just estimate the price. Sorry too bad." Upon going back to my reciept, all I see is "subtotal", "room cost per night" "number of rooms" etc. But that "taxes and fees may apply." My main beef is that its not the taxes and fees that are being distorted, its the base hotel rate.

While I don't have too many PL names, I've got the entire front desk of the hotel who will vouch for me as well as my recipts, bth from PL and from the hotel. I'm thinking of going to the Better Business Bureau or calling my attorney. Any ideas? Opinions? Or should I just dispute the charge on my credit card?

So your going to sue for what $50.00.

Listen I just want to be comped and pay the base rate that was indicated on my PL reservation. The hotel can have as much money as it wants. In other words, I want PL to pay the difference (between the price stated on the reservation and what I paid, minus taxes, which I am willing to pay) since they essentially decieved me and left me potentially stranded (what would I have done if there had been no space available?) in a foreign country where I had recently arrived and did not speak the language.


I actually can see when this situation could cause a major problem. What if the OP arrived at the hotel with exactly 100 Euros and not a penny more? Many budget travelers use Priceline to save money and because they are on a limited budget. I have traveled to Europe and Asia on a precise daily budget. If it was exceeded then I might have had to wire home for money. When I make a reservation I expect to be honored. It is that simple.

I havent had a problem with Priceline up to date, but my reservations were always limited to cars & flights, never hotels.

Anyways, I can understand the OP's disappointment. However, the CC dispute wont help as you signed the hotels reciept and in fact you accepted their rate in checking-in.

You could dispute an incorrect rate that doesnt match though. Let's say this hotel offers a prepaid rate of 100$ and they charge you 140$. (without taxes * fees).

As stated above I would try to contact the VP lady of Priceline and ask for a solution. You can still consider the legal way after that is no result comes up.

Cheers,

So your going to sue for what $50.00.

If by $50 you mean $200... Some people have strict fixed budgets and just aren't as fortunate as you are.

re: suing for $200

Don't forget to add the attorney's fees.

- Ztras

read above, I have free legal access

Beav, my reservation was not "name your own price" and furthermore I had both request and confirmation numbers. I guess I will give PL a call again today and ask for the email address of this person. And if that does not work, I guess I'll dispute the charge on my CC and see where it goes.

Yes, I was aware your reservation was purchased on Priceline's retail site vs 'name your own price'. I was merely sighting my experience of making a reservation and showing up at the hotel with only a short period of time between the two. Continued good luck with this.

Personally, I think both parties (Priceline and hotel) should equally share some responsibility rather than each escaping entirely. I recommended the OP try to contact someone higher up within Priceline mainly because of the treatment he received at the lower level. They shouldn't be allowed to get away without anything further.

On a side note, I'm shopping for a one-night stay in London. I'm finding weird stuff on sites like Travelocity when I enter 3 adults in one room in my search. When I make a hotel selection it says the price is for one person only, and I'm liable for additional charges for the 2nd and 3rd person. Of course they don't list what the 2nd and 3rd person charges are. Such charges would apparently be added by the hotel upon check-in. So all of this is to say I'm hesitant to book hotels outside the U.S. from a third-party supplier. To avoid hastle & confusion I'm leaning toward buying directly from the hotel itself. This is one of those cases where all a 3rd party does is allow both sides to point fingers at one another in the event a problem occurs.

On a side note, I'm shopping for a one-night stay in London. I'm finding weird stuff on sites like Travelocity when I enter 3 adults in one room in my search. Priceline works very well on its bidding site for London - look at Bidding for Travel. You can get two rooms at the lower price. Hotwire lets you specify the number of people in the room so you can go there if you wish.

I'm thinking of going to the Better Business Bureau

You will find Priceline could care less what the BBB has to say in the matter. Many, many people were less than politely told to shove off when we had a low fare booked at Caesar's a couple years ago.

Listen I just want to be comped and pay the base rate that was indicated on my PL reservation. The hotel can have as much money as it wants. In other words, I want PL to pay the difference...

Good luck with that. I doubt you'll get anywhere, but let us know if you have success. I truly hope you do.

Priceline is IMHO the most customer un-friendly business I have ever dealt with. They do things the way they want with no regard at all for the customer, contracts, etc. My above Caesar's example is only one of several situations similar (or less than similar) to that I have had, all with negative results.

Priceline works very well on its bidding site for London - look at Bidding for Travel. You can get two rooms at the lower price. Hotwire lets you specify the number of people in the room so you can go there if you wish.

I agree, and use Priceline's 'name your own price' and/or Hotwire 99% of the time. In this particular instance, I need to book a specific hotel and can't go the opaque route.

Priceline is IMHO the most customer un-friendly business I have ever dealt with. They do things the way they want with no regard at all for the customer, contracts, etc. My above Caesar's example is only one of several situations similar (or less than similar) to that I have had, all with negative results.

I agree 100%. What's so ironic is they're doing obviously doing something right when you factor their stock was in the $40's last year and is currently trading at $120 and above. Bizarre.

I e-mailed Lisa Gillingham and some other senior PL management and got an e-mail response. Standard apology but they asked for a copy of my bank statement (sensitive info was removed) that showed the charge on my card. Apparently they are also dealing directly with the property in question and I should know in about two weeks.

I don't expect anything, but at least I got a response. Will update when I hear a "resolution." Thanks to those who gave suggestions.

Thanks for the update Jamoldo!

This is a strange one indeed....you made your reservation with Priceline and it should be honored at the agreed upon price. The fact that the hotel did not "honor" that agreement should not be your problem.

Of course, when you are standing there... not much else you can do.

I have to say I have had nothing but success when having to deal with Priceline afterwards; hopefully you got to the right people.

Do keep us informed.

William

I e-mailed Lisa Gillingham and some other senior PL management and got an e-mail response. Standard apology but they asked for a copy of my bank statement (sensitive info was removed) that showed the charge on my card. Apparently they are also dealing directly with the property in question and I should know in about two weeks.

I don't expect anything, but at least I got a response. Will update when I hear a "resolution." Thanks to those who gave suggestions.

Thanks for your follow-up. I hope in time you get some sort of resolution, be it from Priceline or the hotel directly (or both). Keep us posted!

Just a quick update.

Looks like I got the refund I requested successfully processed as my parents recieved a check in the mail from Priceline today. Once again thanks to everyone who helped out.

Just a quick update.

Looks like I got the refund I requested successfully processed as my parents recieved a check in the mail from Priceline today. Once again thanks to everyone who helped out.

Congratulations on your success and thanks for posting your follow up.

Speaking of refunds from Priceline, I recently completed a "name your own price" stay at a 4 star hotel in London. Although the location was great, the room had dirty, torn carpeting, faulty A/C and mold in the shower. Upon my return home, I emailed Priceline about the experience, never once asking for compensation of any kind. It was only a one night stay, and I simply wanted Priceline to know about the room condition, especially given this was a so-called 4 star hotel (Hilton Olympia).

I received a quick reply acknowledging receipt of my email with the promise someone would get back to me within five business days. 24 hours later I received an email that my stay was being 100% refunded.

It pays to communicate with Priceline should you encounter the type of things I experienced.

Maybe the higher stock price has enabled PL to hire some more-competent employees...;)