Priceline Hotel: 3* Paris (Montmartre - Sacre Coeur - Pigalle) Hotel Appia

[BayRidgeTraveler]

I'd like your feedback on this...here is the situation:

1.) I bid on 3-4 Star hotels in Paris, France for 2/17/12 through 2/22/12. I selected my regions as Montmartre and Saint Germain (only those 2 zones).

2.) I had a successful bid at $90 USD which placed me here...http://www.hotelappia.com/

3.) I immediately went on the hotel's website to check it out and found a published rate applicable to my length of stay (5 nights). The website (and the rates have not changed at the time of this writing) has 2 rates. The 1st is the regular rate of 133 euro a night. But only a short way down the screen it has a "4=3" deal (AVAILABLE TO THE GENERAL PUBLIC, SO THIS IS NOT A RESTRICTED PROMOTIONAL RATE). This offers the room at 58 EURO A NIGHT with the same cancellation conditions and room level as the Priceline price.

4.) I contacted Priceline and immediately was given the Best Deal Guarantee. The refund of the difference and the extra $25. BUT ONLY AFTER I requested a full cancellation.

5.) They have repeatedly told me that all "Name Your Own Price" deals are non-cancellable/refundable/changeable. Which I understand and understood at the time of making the request.

NOW HERE IS MY THOUGHT/QUESTION:

While it may be true that the Name Your Own Price terms are restrictive, the consumer agrees to those restrictions based on the assumption (advertised endlessly by Priceline) that this method of reservation will actually lead to some sort of savings. When I spoke to customer service (numerous times, and the last woman was very rude), I was repeatedly told the following:

1.) That their booking system was tied to the hotel's website.

2.) They have no control with last minute changes to rates by the hotel.

3.) That the Best Deal Guarantee is there because they don't have control over rates from COMPETITORS (i.e. Hotwire, Expedia).

4.) That I agreed to the NYOP conditions.

And that is where my problem with Priceline is. The Name Your Own Price agreement is based on the following: Priceline's published rates. In fact, I was told as much in this email from customer relations (emphasis added):

----------------------------------------------------

Dear Joseph,

Thank you for taking the time to send us an e-mail. We understand that

you are unhappy with the savings for your reservation at the and you

would like to talk to someone over the phone.

The savings shown on our website post-purchase are based on the

published rates available for your travel destination on our website for

the same travel dates.

We also use real customer winning bids to advertise recent savings that

other priceline customers have experienced.

Your savings may vary based on several factors, including reservation

availability (hotel inventory is constantly changing), your flexibility

with area and/or star rating, and the offered price. We do not guarantee

that specific savings are available for any reservation.

When you place a Name Your Own Price

[thereuare]

Welcome to BetterBidding!

Sorry to see you're disappointed with the outcome of this purchase. Before you make your purchase you can search any number of website(s) you choose, you're not restricted to only using PRICELINE to check retail rates. When you name your own price, it is you that determines the price, not PRICELINE.

The Best Price Guarantee is in place to ensure that you save money on your purchase. In this case your bid was more than you could obtain directly thru the hotel and PRICELINE honored their guarantee of matching the price and refunding you $25... i think that is all that they are required to do in this situation, imo.

Hope this hotel ultimately works for your needs and you have a great trip.

Thank you for sharing your win and helping us add this property to the Priceline Hotel List.

PS- please read your messages

[BayRidgeTraveler]

Hi Administrator!

Thanks for the response. I appreciate it. However, I should point out that you seem to be missing the point. All of Priceline's sentiments expressed towards me have included the following: First, their published-rate is the foundation for every transaction they make. Secondly, their published rate is BASED ON THE HOTELS' rate (as their booking system is connected to the hotel, which is something that every customer rep has mentioned). If you combine these two facts, and then go along with your logic, Priceline is purposefully charging a higher rate that what the hotel advertises for the same length stay (5 nights 2/17/12 to 2/22/12)

Then check a 5 night stay at the same hotel through Priceline. You will see what I'm saying and the basis for my statements.

This leads to 2 results. At best, Priceline is not dilligent enough in following rates from their hotel providers (especially in international and independent hotels) and is taking advantage of their customer's regard for Priceline's reputation and advertising. At worst, this is a purposefully deceitful practice that is intended to make the customer believe Priceline is living up to it's stated goal of discounted rates, when in reality it's knowingly offering the going rate as a "discount" and locking in their customer to a commitment that Priceline knowingly entered into in bad-faith with no intent of offering a discount.

I ask you, which of the 2 is it? And in either case, how are they not responsible for their actions?

Thank you.

[thereuare]

Some hotels don't offer all possible rates thru all of their distribution channels... in this instance the hotel did not make the same deal from their website available to PRICELINE (i haven't checked the likes of Expedia, Orbitz, etc to see if the deal is offered thru other 3rd party distribution systems).

You can use whatever resources you'd like to check rates and determine what to bid... you're not just restricted to only using PRICELINE's retail service to determine hotel prices (and bidding levels). You chose the price and decided to bid... not PRICELINE. You asked them to to find you a 3* or better hotel at $90 and they did.

[vanpoodle]

I understand your frustration -- at least PL matched the price and gave you $25 credit. I agree with thereuare that alas, they did meet their obligations. I had a similarly frustrating experience with resort fees when I booked with Hotwire (the extra $25 meant that I in fact did not get the best price but they had met their obligations and there was nothing I could do to solve it). As upset as I was, I just have to look to it as a learning experience and know what to be wary of in future, and what else I need to check and verify before I proceed with an opaque booking.