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Priceline Hotel: The Wynn cancelled my Priceline room for Saturday -- help


alhoff2000
By alhoff2000,
in

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On Jan. 6, I got a room at the Wynn for Sat. 31.

Tonight (Jan. 28) at 11:10 p.m. I get a call from Priceline saying the Wynn is "overbooked" and they're moving me to the Trump.

Has this ever happened to anybody?

I called the Wynn directly -- spoke to two people, they claim that they've been fully booked since the beginning of January and that JUST NOW they're computers are processing Hotwire & Priceline reservations and oops -- they're out of rooms.

Needless to say, this all smells hinky to me!

Right now I've got everybody on hold -- a manager from the Wynn is supposed to call me back, though it'll be a miracle of customer service if I get a room. My best hope is a meal.

Needless to say I'm pretty pissed -- I made all my moves in good faith, my credit card is charged, etc -- and now after three weeks, with my flight leaving in 2days, my room gets yanked!?!

Any advice for how I should deal with Priceline? Can I get them to eat the Trump's resort fee? Anything?

Anybody else get jacked like this?

thanks -- al

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You're getting "walked" which is the industry term, although usually it's when you show up at the desk, they're out of rooms, and they walk you to the next property.

I don't believe it's law, but it's customary in the industry that your first nite should be comped (so in this instance you should get the first nite refunded by PRICELINE/Wynn and they pay for the hotel room at the Trump) and this is what i'd be seeking... if you get it, you can ask if they'll also cover the resort fee, but i'd just eat it since the room would basically be free at that point.

Let us know how it ultimately gets resolved.

Please use this HOTWIRE and these PRICELINE LINKS: HOTELS, CAR RENTALS, and AIRFARE to begin your travel purchases

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"Walking" -- new to me, I usually travel so cheap -- haha.

Thanks for the tips -- I'll spend sometime on the phone today. I only booked one night, not several, so my first night is my only night -- is it reasonable to expect them to comp that for walking? Also, is the one-night comp a fight I take up directly with the Wynn?

thanks for any advice.

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It gets a little "tricky" with PRICELINE since you didn't choose this property before your purchase, so they're walking you to a different hotel which was a possibility of your winning bid.

With the above noted, i would argue for the comped nite since you made other plans (dinner reservations, show tickets, etc) based upon the location of your stay being at the Wynn... and now you'll be inconvenienced. As well, once your hotel is confirmed you are supposed to be treated just like any other guests, which includes the same level of compensation for being walked.

Please use this HOTWIRE and these PRICELINE LINKS: HOTELS, CAR RENTALS, and AIRFARE to begin your travel purchases

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Same thing happened to us for two rooms and two nights this weekend. I took it up with both Priceline and Wynn last night and they each blamed each other (Wynn stated Priceline didn't give them the requests until just recently and Priceline stated that no, they give the hotels the requests when they are made). Either way, I find this practice unacceptable as we did make a lot of plans based on having those rooms (including having other friends booked at the Wynn at the regular rate) and I don't find the Trump a reasonable substitute.

Either way, it looks to me like the Wynn takes Priceline (and possibly Hotwire) bookings, which you pay at the time, and then will accomodate you if they don't sell the rest of their rooms at the regular rate. If that happens they just say no, we cannot accomodate. They essentially have a free option to fill up their hotel, including having my money while they take their time deciding on their free option.

My question is how is this a legal practice? Has anyone ever looked into this that you are aware of? Calling me two days before my departure and telling me they are moving me to a condo development that I could get on Priceline right now probably for less than I bid three weeks ago just doesn't seem fair.

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I have made half a dozen phone calls, received half a dozen answers, but have eventually gleaned enough info that seems to suggest that the Wynn discovered they were overbooked, and "came to an agreement" (manager's explanation) with Priceline, etc. to jettison the third-party reservations. I HAD a Wynn confirmation number, but they essentially cancelled my room yesterday and undoubtedly gave it to another higher-paying guest. They secretly covered their bets and won; I played in good faith and got made a chump.

What's troubling is that Priceline seems complicit in this -- even though my credit card had already been charged.

Now I've got a round of calls with Priceline. Sigh.

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I have made half a dozen phone calls, received half a dozen answers, but have eventually gleaned enough info that seems to suggest that the Wynn discovered they were overbooked, and "came to an agreement" (manager's explanation) with Priceline, etc. to jettison the third-party reservations. I HAD a Wynn confirmation number, but they essentially cancelled my room yesterday and undoubtedly gave it to another higher-paying guest. They secretly covered their bets and won; I played in good faith and got made a chump.

What's troubling is that Priceline seems complicit in this -- even though my credit card had already been charged.

Now I've got a round of calls with Priceline. Sigh.

Even if that wasn't what's going on, I would argue that exact point, and let them know you feel like you've been taken for a ride. And even if it's the Wynn that's at fault, you paid for your reservation with Priceline, so don't let them try to pass the buck. I would be pretty ticked if this happened to me, too. So don't feel like you're out of line.

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I have made half a dozen phone calls, received half a dozen answers, but have eventually gleaned enough info that seems to suggest that the Wynn discovered they were overbooked, and "came to an agreement" (manager's explanation) with Priceline, etc. to jettison the third-party reservations. I HAD a Wynn confirmation number, but they essentially cancelled my room yesterday and undoubtedly gave it to another higher-paying guest. They secretly covered their bets and won; I played in good faith and got made a chump.

What's troubling is that Priceline seems complicit in this -- even though my credit card had already been charged.

Now I've got a round of calls with Priceline. Sigh.

That's a fairly silly explanation that they overbooked. Maybe they shouldn't have taken the last few reservations. They were definitely taking them after we had "reserved" on Priceline and they took our money. Besides, this is a sophisticated business and it's hard to pass that off with a straight face. Wynn is a publicly traded company, unreal.

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They just called me too, and want to move me to the Trump. But of course India call center doesn't understand the difference between the two hotels. Ugh. I am also looking for something else! There going to send me $10 off my next reservation... :)

I only have one day to research a new room! What a pain. They should, comp at least one night for messing it up, I would imagine.

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I know! It's Superbowl weekend! Not going to be able to find anything else, as I scored the Wynn for $95.

So you don't feel it's worth me calling and arguing anymore? I feel like I should, but if they aren't going to help me then why bother. If I was dealing with the hotel directly they would be gracious and accommodating I'm sure.

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I just ran out of time making endless phone calls to Wynn/Priceline at work yesterday. Normally, I enjoy this kind of complaining.

LIke Murtlecake I debated getting the refund, and trying for another cheaper place, but with busy weekend, and only staying Sat. night, was a bit leery of availability (If only I was still young -- I'd just collect the full refund and stay up all night! who needs a hotel?)

Mostly I was annoyed with the late-in-the-game switcheroo, and the rounds of BS I had to wade through to get to the truth. I've no problem with the Trump, would have been happy to have won it initially -- it's just that I'd spent 3 weeks thinking about the Wynn!

The Trump is waiving its resort fee for the displaced -- so I'll be marginally "up" when you add in the now free bottled water & coffee.

thanks to BB for advice and commiseration. Great board -- and happy to share my troubles, should they prove useful to future bidders.

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Well, can't hurt to take the $10 off a night and see if you can do better. Well, I am young, and my friend I'm going with is cheap, haha the Luxor is probalby a better bet for us anyways. I tried that then cancelled my Trump reservations. The guy on the phone asked why, and I told him it was an inferior property to the one I was originally scheduled to stay at and I was not pleased. (but again, India, they don't understand).

Same, no problem with the Trump if I had originally gotten it. Just now, after the excitement of the Wynn, one of the fanciest hotels in the world? To some convereted condos without a casino... no thanks. My friend has never been to Vegas, I want to show her a fun time! I go several times a year, and can navigate it no problem, it's not a big deal to me.

But yes! Thank you for this board, very helpful.

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Priceline just e-mailed me, my refund has been "submitted for review" ... I did have the travel insurance so i would imagine it's not a problem. But, now i have to wait 15 days :)
What would this have to do with travel insurance? I hope they refund your travel insurance also or I would be calling them back and raising hell.
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Quick follow-up: The Trump was fine (nice, if dull and very quiet); I've been to Vegas plenty and just wanted a comfy place to sleep, which it was. Walked where I wanted to go. I got a corner room on the 44th floor, with a great view ... of the Wynn! (haha)

But I agree -- not the place to show a newbie a "vegas experience" -- The Trump's lack of splashy theme is jarring!

The Wynn picked up the $15 resort fee and also sent over a $25 slot credit for my troubles. What with the Trump's water & Coffee & newspaper, and the slot credit-turned-$30 covering my meals, getting bumped ended up saving me money. I'm a very flexible travler -- it was simply the principle of the thing that annoyed me. It was all behind me by the time I arrived.

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You can call the hotel to confirm your reservation... i always do this after my winning bids regardless just to make sure everything is fine, but i don't think this is necessary because it's the Wynn.

As i've stated my opinions before, this was a bad situation, augmented by being handled poorly, and there were no winners involved.... PRICELINE and HOTWIRE customers (as well as others who booked direct ) 'lost' due to the inconvenience, the Wynn received some bad press as well as the nightmare of having to make accomodations for 300+ guests, and PRICELINE and HOTWIRE had to deal with a situation for which they had very little control. Add to this that ultimately the Wynn received a LARGE cancellation of a block of rooms and could have accomdoated everyone they displaced (so much for doing the right thing and letting everyone know ahead of time)

I speculate that their reservation system got messed when they added the new Encore wing and that was the source of some of the trouble.

Please use this HOTWIRE and these PRICELINE LINKS: HOTELS, CAR RENTALS, and AIRFARE to begin your travel purchases

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