Priceline Hotel: Refund Problems Due to Star Levels (Priceline)... very unhappy customer

[roundbunny]

Hi everyone,

I am a Priceline newbie and was wondering if someone could help me out.....thank you!!!

I bid on a Vancouver 4 star hotel on Priceline but with the wrong month by accident (I chose January, but I meant to choose July) for $94/night.

I told Priceline about this right away, and they said that as long as I rebook using the correct month, I can get a refund (minus the fee for first night). The agent who told me I could get a refund NEVER mentioned anything about me choosing the same star levels in order to be eligible for a refund.

I am now trying to rebook hotels in July, but I see that it is a lot more expensive and even at $105, I cannot find a 4 star hotel. I called them back again today to ask if it is possible for me to rebook using a lower star level due to my budget. They said that I CANNOT get a refund unless I also choose 4 star! I think it is unfair that I am being forced to bid so much higher than my original bidding price now (i.e. higher than $105 even though I originally bidded $94). I think Priceline should have stated this star restriction somewhere! This is unfair because 1. the email I received did not state this restriction explicitly and 2. the agent who told me about refund at the very beginning did NOT mention anything about star level.

The email from PRICELINE says that I have to change my booking dates, but nowhere does it say that I HAVE to stay within the same star level.

Can someone please give me advice? I really appreciate it. Thanks!

[thereuare]

Welcome to BetterBidding!

Please start by reading your messages and clicking this PRICELINE link.

Then post the details of your win (star rating, city, zone, hotel won, dates and winning bid amount) in this thread as the information could help another user who is looking to stay in this area in January.

Then start a NEW TOPIC for your replacement stay in the Priceline Canada thread and we'll help you there.

Please use the PRICELINE and HOTWIRE links on the board to begin your travel purchases.

Thanks.

[thereuare]

I think it is unfair...

You should be happy that PRICELINE has even offered a refund, as there are many examples where others in a similar situation as your own where they stick to their stated policy of "No refunds/No changes".

The agent who told me I could get a refund NEVER mentioned anything about me choosing the same star levels in order to be eligible for a refund.

If he had, would you have changed your plans in order to keep the reservation for the wrong dates? You've basically in a situation where you were out $550, but now are only out $119, with the opportunity to 'claim back' the $119 cancellation fee.

As the star rating restriction was not mentioned in the email you received by PRICELINE, how did you learn about and how this restriction come up?

Are you able to bid another zone as well, such as the Granville Entertainment District zone? (is this permissible by PRICELINE?) If you can bid both this zone, and Downtown, i suspect you could be successful somewhere in the ~$130 area, and you can use this as a basis if it's worthwhile to continue to bid higher and claim back the cancellation fee OR accept the $25/nite loss and book elsewhere (essentially if you can find a deal $25/nite better than what you're able to get thru PRICELINE then you should book elsewhere and forgo the cancellation fee... if your best other deal is within $25 of the best deal you're able to get thru PRICELINE, then you're better off with the PRICELINE's offer to refund the cancellation fee)

Note that the email in your previous thread states that you can also book a retail rate hotel and be eligible for a refund... can you book a lower star rating thru the retail arm of their service?

Let us know how you learned of the star rating restriction, as well as if you know the answer(s) to bidding another PRICELINE zone and if you can make a retail purchase of a star rating less than 4*, and we'll try to assist further.

Please use the PRICELINE and HOTWIRE links on the board to begin your travel purchases.

[roundbunny]

Hi,

Thanks a lot for your reply.

I knew about the restriction when I called again just to confirm before rebooking. I was having trouble finding a 4 star hotel for the correct month, so I called to ask if booking any star level was ok. It was only during this phone call where I found out that there was indeed a star restriction.

The policy is not clear at all because there was no restriction on area chosen or star level etc mentioned in the email. I called them again just now, and the rep said I have to choose downtown Vancouver. Even if I buy from retail list of hotels, I still need to stay with 4 stars.

This is just disappointing because even if I booked with the correct month (i.e. July) from the very beginning, I would have stopped at a certain maximum price. I was not prepared to pay such a high price for my hotel stay (and it is 5 nights too, so the total price will be a lot more expensive than I planned for).

I cannot change my plans because I am travelling for someone's wedding.

I will keep you updated of my progress.

Thanks,

roundbunny