Priceline Hotel: 4* Oahu (Diamond Head) Lotus at Diamond Head

[Tanagan]

I am wondering if anyone might help me out with a problem resulting from a winning bid for a 4* hotel in the Diamond Head area on Oahu, Hawaii. I bid $95 for 09/12-09/20 and received the Lotus Diamond Head (formerly W).

After my bid I did some research of this hotel and not only does it have a 3* rating on tripadvisor (under hotel class NOT the traveller rating) but it seems to not have several basic amenities which Priceline assures will come with a 4* hotel. The hotel doesn't seem to have extended hour room service (though they refer you to a restaurant delivery service), there is no fitness centre, and the on-site restaurant is only available for dinner. The Priceline website specifically states that a 4* will have all of those things. Moreover, it says that the hotel will be comparable to a Hyatt, Marriott or Sheraton. Well, the Hyatt, Marriot and Sheraton just down the road all have 24 hour room service, swimming pools, fitness facilities, spas and multiple on-site restaurants. I'm also not getting the vibe of a particularly customer service oriented environment at the Lotus. Judging from their website, the company that now runs the hotel (Castle Resorts) seems to specialise in real estate development and mid-range to budget properties. There are no contact e-mail addresses for the Lotus specifically and written requests for certain bed types have gone unanswered. Ultimately, I'm concerned that this hotel's 4* rating is only a holdover from its days as a 'W' hotel. The management changeover only occurred at the beginning of 2009 and I'm wondering if the priceline research people haven't gotten around to downgrading the property.

I have used priceline several times before and never been disappointed, but in this case I really feel that their calling the Lotus a 4* is a big stretch. I e-mailed Priceline's customer service response address explaining that the hotel does not have the amenities promised, but only got a form letter in response restating that it is nonrefundable and that I actually saved 34%.

Does anyone have any experience or advice with regard the Lotus and/or with getting a refund from priceline in the event of a hotel failing to meet their 'rigorous quality standards'?

[Tanagan]

I got a refund!

I spoke to a very nice agent called Gary at their customer service line and then Nick at customer relationships and they both agreed that the Lotus does not meet the standards of a Priceline 4-star and as a result I have received a full refund for my 8-night stay (+$850). Specifically, they agreed that the hotel does not have a fitness facility, full-day on-site restaurant or room-service, all of which are guaranteed by the Priceline website. Nick also said that he would be writing to corporate to have the hotel's rating receive a full review and potential downgrade.

For the time being though, if you're looking for a 4-star in Waikiki, I would suggest that you NOT click the Diamond Head area as this will likely still take you to the Lotus.

[thereuare]

Glad to see it worked out well for you and that PRICELINE honored their description of a 4* property.

If you need help with a 'replacement' proprety for this stay feel free to start a NEW TOPIC.

Please use these PRICELINE and HOTWIRE links to begin your travel purchases.