Originally Posted by steve100
jetsetter - Although I value your opinion, I have to disagree vehemently with your statement above. It may be physically 'easy' for an agent to push a few buttons and refund your Priceline bid, they shouldn't be ever refunding it unless it is an extreme case...My only request is that Priceline treat everybody the same and apply the 'rules' evenly.
steve100, I'm with you...PL rules should be followed CONSISTENTLY and FAIRLY. I'm an avid PL supporter because over the last 2 years I've saved alot of money while staying in some very fine places. However, I also can understand jetsetter's frustration, too, because customer service is not always doled out consistently or fair or at all.
For example, I booked a 4* PL hotel last year that was questionably a 4* (Embassy Suites). PL later downgraded it to a 3*. I only found that out because when I checked my reservation it had been changed in the PL system to a Congratulations You Won a 3*. Now, if their computer knew to do that to my reservation, I would think the same computer system could have generated a notice to me since I hadn't traveled yet to that hotel. I still had a copy of the 4* res and called PL about the downgrade. PL only offered to refund my reservation (one-time, immediate offer) or I could let the res ride as is. Those were my options. I asked if I could have the opportunity to at least re-bid to ensure I got another room before requesting a refund...PL said no, now or never. I do not think I was being unreasonable to ask for an opportunity to see if something in a 4* was available (or even a 3* at 3* rates since I paid a 4* rate for a 3* hotel) this close to travel date before having to make an "immediate" decision on the refund. At the least, what would it have hurt for PL to say, "I'm noting your account that we will give you a refund due to the recent downgrade of your hotel if you are able to obtain a PL bid that is more satisfactory?" At best, why didn't PL notify me my hotel had been downgraded? I think everyone knows the answer to that and I wouldn't call it FAIR.
Let me reiterate again I've had only 2 bad experiences with PL, the one above and one regarding a hotel itself. Therefore, I'd wholeheartedly recommend PL but, like other travel services, it's not a perfect system. PL doesn't exactly go out of their way to provide customer service. I hope these occasional customer service incidents don't scare off new PL users because, despite a relatively few frustrations it's still the best bargain I know of for hotels.
Sharing PL Opinions in the Fog,
mrspilot