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Major Problems on a Priceline Stay -- Who to talk to? What to ask for?

Major Problems on a Priceline Stay -- Who to talk to? What to ask for?

 
Old Feb 22, 11, 10:26 pm
  #16  
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Join Date: Nov 1999
Location: St. Louis, MO - AA PLT/2.98MM (Lifetime PLT), Delta PM, SPG Gold, AMEX Plat
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Sorry for the delay in responding, but we spent the rest of the time in London trying to enjoy our visit as much as possible, followed by a day in travel home and back to work today.

Let me try to respond the best I can to the various comments over the past day or two:

Originally Posted by jayer View Post
I shouldn't, but I have to ask. What did you throw out to the hotel as a suggestion?
I told them that the only compensation that I felt would justify the night of no sleep would be for a refund of that night's lodging -- which I knew they could not do as it was prepaid through Priceline.

Originally Posted by artemis021
I'm not sure what you want here. It seems that the hotel did everything they could, given the situation. You could've asked to change rooms at 11:30, or 12:30. And the fact your partner fell asleep doesn't bode well for you. You could've asked to move to another room, leaving a note for your partner and they probably would've given you both for the night.
I wanted a good night's sleep. As it turned out, my partner was not asleep at the time -- although I didn't realize it. I was trying not to disturb him.

I STRONGLY disagree with you that the hotel did everything they could do. By the time I called the first time, they were aware of issues with that room. When hotel staff visited the room three times in the hour after my first complaint -- meaning there were obviously additional complaints being made by other guests -- they should have realized this was not a situation where someone was being a bit loud but a full-fledged party in an area of the hotel where other guests were trying to sleep.

One comment I overheard from a hotel staff member to the guest in the room was "If you wanted to hold a party, you should have rented a function room."

Originally Posted by artemis021
And you probably got the room for half-price anyway.
I paid exactly what the hotel told Priceline to offer the room for. I wasn't looking for turndown service. I wasn't looking for a chocolate on my pillow or a bathrobe. Just a good night's sleep.

Originally Posted by MyTravels
It sounds like at first you were offered breakfast and accepted. Then you spoke with a manager and accepted an additional offer to be moved to the exec floor.

If you're offered breakfast and accept, then latter offered an upgrade to an exec floor & accept that offer as well, it sounds like the issue was resolved (twice) at the hotel.
Not quite.

On Sunday morning, I went down to the front desk and spoke with the desk clerk. She had heard about the issue the previous nigh and immediately offered us breakfast that morning and the following morning. I told her that is not something that would be of benefit to us and asked if the same group would be staying in the room in question the next night. When she said yes, I asked to speak with a manager.

When a manager arrived, I told him I expected to be moved to a new room and that the previous night had been the worst ever experience I had had in a hotel (which is true). At that point, he offered a room on the executive floor. I wasn't going to decline that, but there was nothing more (i.e. a refund) that the hotel could offer, as it was a Priceline stay.

I didn't ask to be moved to the executive floor -- I just wanted as far away from my old room as possible.

Greg
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Old Feb 23, 11, 7:29 pm
  #17  
 
Join Date: Sep 2009
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deleted, company policy

Last edited by Hhonor Gguard; Dec 2, 13 at 12:14 pm Reason: deleted, company policy
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Old Feb 24, 11, 7:29 am
  #18  
 
Join Date: Jun 2008
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Originally Posted by GregL View Post
...By the time I called the first time, they were aware of issues with that room....
Reminds me of something that happened several years ago. (It was a Raddisson property.) There was a smell. At first it was in the hallway, but after awhile, it was overpowering our room. We tried to just wait for it to go away, but finally had to call the desk.

As I started to try to explain the smell, the desk clerk told me I didn't have to go into anymore detail. It seems that everyone but us and the person in the room next door had complained. Staff had been on the floor, but were trying to figure out if the smell was coming from our room or the other room, as we were the only two rooms from which there had been no complaint, and the smell was strongest at our doors! My call solved the mystery.

It turned out there was a disturbed person with something disturbing in the next room. Police, and then an ambulance, were summoned, and we were all moved to the other side of the hotel and comped.

Yeah, you can tell the difference in the voice at the front desk between them hearing a complaint for the first time and you being another proverbial straw on the camel's back.
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Old Feb 28, 11, 9:01 pm
  #19  
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After a complaint through the Marriott website, the personal assistant to the hotel GM emailed me.

The email contained an apology stating what happened was a "one time thing" and offering an upgrade if I ever return.

I replied that I felt this was unacceptable as the hotel did not offer the basic service they provide -- a good night's sleep. No response.

I'm very disappointed in this hotel's handling of the situation in many ways.

Greg
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Old Mar 1, 11, 6:32 am
  #20  
 
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Sounds like you have wrung just about every ounce of blood out of that turnip...time to move on.
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Old Mar 1, 11, 12:28 pm
  #21  
 
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Originally Posted by GregL View Post
I told them that the only compensation that I felt would justify the night of no sleep would be for a refund of that night's lodging -- which I knew they could not do as it was prepaid through Priceline.
You keep saying this but, as several of us have noted, it IS possible and relatively easy for the hotel to do.

Perhaps you meant to say that you didn't know it at the time?
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Old Mar 1, 11, 8:32 pm
  #22  
 
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Originally Posted by dd992emo View Post
Sounds like you have wrung just about every ounce of blood out of that turnip...time to move on.
Originally Posted by CJKatl View Post
Milk costs about $4.00 a gallon. Teddy Roosevelt was the first of 72 Columbia University grads to be awarded a Nobel Prize. Cream of tartar can both stabilize whipped egg whites and remove unwanted colors from white fabrics in the wash.
CJ, in case of the former, can you give me details on the latter...
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Old Mar 1, 11, 10:09 pm
  #23  
 
Join Date: Jun 2009
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Sounds like you have wrung just about every ounce of blood out of that turnip...time to move on.

+1

It sucks, they offered very reasonable compensation, you didn't accept, and now life goes on. I just don't think it's that big of a deal. If the hotel had not offered free breakfast I would have been peeved but once they did that I think that's about it. We have all had bad night's sleep due to loud hotel neighbors.
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Old Mar 2, 11, 8:53 pm
  #24  
 
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Originally Posted by MDtR-Chicago View Post
For the record, it IS possible to receive a refund on a priceline stay. A colleague has had to walk priceline guests before and was able to call priceline and convince them to refund at least the room charge. It's not typical but it's also not impossible.
I don't know if it would still work but in 2003 I managed to cancel a Priceline hotel stay because my father had a health problem preventing him from traveling. At that time advertised policy was no refund with no exception...it appears they did (and maybe they do) exceptions.
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