• Report: #957268

Complaint Review: Priceline.com

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  • Submitted: Fri, October 19, 2012
  • Updated: Fri, October 19, 2012

  • Reported By: Brian — Boston Massachusetts United States of America
Priceline.com
800 Connecticut Avenue Norwalk, Connecticut United States of America

Priceline.com Beware of Intentionally Misleading Hotel Rankings - You Can Get A Bad Hotel at Higher than Market Rate! Norwalk, Connecticut

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Needed to stay in Downtown Miami for two nights, but most hotels were booked and the only hotel in the area was the Spring Hill Suites which was available for $169 - not horrible but in a bad location.  Spring Hill Suites is listed as an example of a 2.5 star hotel in Price Line's brief explanation of how they classify the hotels.  I wanted to stay in a hotel better than this one, so I went with $197 for 3 star hotel, knowing that the Spring Hill Suites was the next class down and thinking I was safe there.

Of course, Price line came back and gave me the one hotel I did not want, the Spring Hill Suites for the $197 price - $30 more per night than what I would pay at the one hotel I did not want to stay in.  I believe that by listing Spring Hill Suites as an example of a 2.5 star hotel, it is unfair to then give this hotel to someone that had a minimum star level of 3 in their request.  I immediately called Price Line to let them know that I was mislead and did not want to book this hotel which is below the class of hotel I agreed to purchase.  The customer service agent said that the list of hotels by star class is only a guideline and that Spring Hill Suites in the 2.5 Star class did not mean that all Spring Hill Suites are considered 2.5 Stars by Priceline.  I believe this is intentionally misleading.  She said all purchases are final and I would be charged the full $450 even if I did not use the hotel room at all.  I asked if I could cancel and pay some penalty smaller than the full cost of the room for two nights and she said I could not (employee #560294).  So I am out the $450 and Price Line can sell the room again if they want.

I believe that by listing the hotel brands as examples and then not following this - is intentionally misleading in order to sell lower end brands at higher end prices.  In this example, I was charged more than the market rate (only $30 per night) but I also was given the one hotel I did not want. 

The company does not care at all and you will be charged full price for whatever hotel they give you and you will have no recourse - so Beware of Priceline and if for some reason you feel like trying your luck - be fully aware the hotels listed under star levels are there to mislead you. 

This report was posted on Ripoff Report on 10/19/2012 01:06 PM and is a permanent record located here: http://www.ripoffreport.com/r/Pricelinecom/Norwalk-Connecticut-06854/Pricelinecom-Beware-of-Intentionally-Misleading-Hotel-Rankings-You-Can-Get-A-Bad-Hotel-957268. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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