Priceline Hotel: 4.5* Las Vegas (West of Strip) Palms Place Hotel and Spa

[sfmman2000]

What follows is the experience I had at the Palms on December 27, 2013. Be weary about getting the correct hotel and room when you check in.

I bid on a 4.5* room on Priceline in the West of Strip zone knowing I would get Palms Place because it's the only 4.5* hotel in the zone. As expected when my bid went through, I was given the Palms Place ($80/night).

When I went to check-in at the Palms Place, I was surprisingly given a room in the Ivory tower (NOT the Palms Place, just the regular Palms), which I found out is the most basic room available in the entire resort. I was told the Palms Place was overbooked and the only rooms left were in the regular Palms, even though my reservation specifically states Palms Place (and I bid on a 4.5* hotel, not a 4*). I did my research before booking, and was happy with the Palms Place features, such as kitchenette, jetted tub, two TVs, living room, sofa, Italian bedding, and 600 sq ft in size. In addition, the Palms Place received a 4 star Diamond Award from AAA. As it turns out, not a single one of those features or amenities were available in the room I was given at the Palms.

Let's get this straight: Palms Place ran out of rooms (overbooked supposedly). So instead of upgrading me to a comparable or better room, I got downgraded to the cheapest room available at the Palms. And there's nothing anyone can do about it. The front desk staff, although friendly, think it's completely acceptable to downgrade someone from a Palms Place to a Palms room. If that's not a bait and switch, I don't know what is.

What was supposed to be a an extraordinary room fit for an anniversary, is now a standard hotel room. I couldn't be more disappointed in the Palms resort, and will spread the word about my experience.

Part 2 coming soon, when I called Priceline about this.

[AaronJB]

Very sorry to hear that the result was a disappointment, especially for your anniversary.

If the hotel was overbooked, they should have moved you to a comparable hotel or you should have been compensated in some fashion. Hopefully PRICELINE was helpful and hope your anniversary went well otherwise.

Thank you for sharing your win and please use the site's PRICELINE or HOTWIRE links to start your purchases and searches.

Please keep all posts in this thread, thanks.

[sfmman2000]

If the hotel was overbooked, they should have moved you to a comparable hotel or you should have been compensated in some fashion. Hopefully PRICELINE was helpful and hope your anniversary went well otherwise.

^ Exactly! But instead, they downgraded me. Priceline had good customer service and was helpful.

Here's the rest of the story:

I contacted Priceline after going up to my room, who called the Palms on my behalf to see what could be done. The Palms Place front desk confirmed they were overbooked. Priceline gave me the option of a partial refund if I decided to keep my reservation.

On the second night of the stay, I checked in again with the Palms front desk and asked if I could be upgraded to a room with some of the same amenities as the room I booked and paid for. They were able to put us in a Salon suite, which had a jetted tub, living room, and was larger. I was happy with this room, but only had it for one night.

Overall, the entire stay was stressful due to getting a completely different room than what I booked. The front desk told me multiple times that they had me down for any room in the Palms resort (contrary to my Priceline itinerary) -- and they could give me any room they wanted. The question I have whether Priceline processed the reservation incorrectly, or if the Palms lying to me about my reservation.