Complaint Review: Extended Stay Hotels And Priceline.com - Dallas Texas
- Extended Stay Hotels And Priceline.com 9109 Vantage Point Rd Dallas, Texas U.S.A.
- Phone:
- Web:
- Category: Hotel
Extended Stay Hotels Refused to honor a confirmed and pre-paid reservation Dallas Texas
*UPDATE Employee: When will yall ever learn
*UPDATE Employee: Something I forgot!
*Consumer Suggestion: Let Me Get This Straight
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I bid for hotel accomodations on PRICELINE.com and my bid was accepted by Extended Stay America. From Priceline, I received a confirmation email with the name and location of the hotel along with a summary of charges and the amount of the transaction was immediately charged to my Debit Card.
When I arrived at the hotel at 3:30p to check in, the hotel refused to honor the confirmed reservation and I was told "We are all sold out, you will have to go elsewhere." No apologies, no attempts to find a clean room - or any room for that matter.
Calls to Priceline only delayed the inevitable - they,on this one occasion would cancel the reservation, due to "unusual circumstances" and the credit would be issued within the next 10-15 business days.
While it takes them only nano-seconds to take the money from my account for a hotel reservation that their partner will not honor, it is going to take the better part of three weeks for me to get the money back.
In the meantime, I spent the night in the car.
So, having a pre-paid, confirmed reservation meant nothing.
My request to speak with the manager was repeatedly denied.
My phone call to the Extended Stay Hotels Customer Care Line almost got results in that when a property has over-sold rooms, they have a walk-policy - That means that the hotel must find other suitable accomodations within walking distance of the hotel. The front desk clerk told me (and later, Priceline) that there are no rooms in the area - they are all sold out. When I called the hotels in the area, I found rooms without any problem.
Too, I called the Extended Stay Hotels Reservation line and they confirmed that the location that I was attempting to check in to had plenty of rooms.
Three hours into this ordeal, Priceline is telling me to be patient - they are looking for a hotel that will accept my bid (when in fact they were not) and all the while, I am left sitting in my car, without air conditioning in the Texas heat on a day with unusually high humidity.
Three hours into this ordeal, the front desk clerk tells me that the reason I cannot get a room: I have been Banned. Blacklisted.
Is this legal? They accept my bid only to not honor it when I arrive.
Priceline takes my funds for the rooms initially, then keeps them for up to three weeks?
All the while, I am left - - in the car. Literally.
My requests for an explaination from Extended Stay Hotels has gone unanswered. Ignored really.
My calls to PriceLine Customer Service: futile. They are not responsible for anything. Further, your call to Priceline will either get you to the Phillipines or Mexico City, but if you prefer english-speaking customer service representatives, you are out of luck.
Thirty Hours later, and literally spending 7 (continous) hours on the phone with Priceline (Phillipines) and my bank (in Austin) ON my cell phone, IN THE CAR - the bank released the funds in my account and I was able to make another hotel reservation.
This time, I ended up at Homestead Suites in Richardson,TX.
Guess who owns Homestead Suites? Its just my luck I guess.
Tell me. Is this right?
(and just to be clear. I have stayed at the property from which I am banned. However, I have never given them any reason to blacklist me nor treat me this way. And funny, they cant give me a reason either). Hmmm
Tom
Richardson, Texas
U.S.A.
This report was posted on Ripoff Report on 05/09/2009 09:29 AM and is a permanent record located here: https://www.ripoffreport.com/reports/extended-stay-hotels-and-pricelinecom/dallas-texas-75206/extended-stay-hotels-refused-to-honor-a-confirmed-and-pre-paid-reservation-dallas-texas-450198. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content
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#3 UPDATE Employee
Something I forgot!
AUTHOR: Ronnie - (U.S.A.)
SUBMITTED: Sunday, May 17, 2009
Yes Priceline was correct when they told you they could not find you any rooms in the area. That's because we block them out so Priceline does not try to get any. That way we have room just in case someone like yourself had an issue with the first stay. You can call us Directly and book the room...See how easy it was when you called the Hotel yourself.....Its Ironic is it.....

#2 UPDATE Employee
When will yall ever learn
AUTHOR: Ronnie - (U.S.A.)
SUBMITTED: Sunday, May 17, 2009
Ok here we go again. Why would anyone use Priceline or any other 3rd party service. Hummmm lets see just to save about $19.00 bucks... Was the savings of $19 dollars worth it. What no one understands that when you purchase hotel stays with priceline...You will be the first person to get bumped down or denied stay at the hotel, if the hotel sells out or has some unforeseen out of order rooms. I know, I do it at my hotel. And you can't do anything about it. You say hummmm what are you going to do; call Priceline and they will give you the run around anyways. Call at the hotel and we will just blow you off. Dont take offense to it. We will go out of our way for the guest the books with us and the rest will just have to take the back seat.......And please when you book from Priceline, dont think that you will be getting a double room with 2 beds. You will get a single bed and when you ask for a double you WILL be charged more. So just pick up the phone and call the hotel directly, yes it will cost you about $19 dollars more than Priceline....And the Hotel wont take your money when you reserve the room. Just remember your cancellation time, incase you need to cancel the room. But at least you will be sleeping or resting in a room instead of in your car on the phone for hours......
I was gonna say "Better Luck Next Time" but its not luck you need.....Common Sense....

#1 Consumer Suggestion
Let Me Get This Straight
AUTHOR: Cory - (U.S.A.)
SUBMITTED: Saturday, May 09, 2009
You "bid" on a hotel room on priceline at a cheaper rate then the hotel normally charges. Priceline debits your bank account and gives you a confirmation at that hotel. Then the hotel doesn't have to honor that confirmed reservation because they were sold out. Priceline says they CAN cancel reservations if a hotel IS sold out. Lord, that doesn't sound like a very good deal AND priceline can hold on to your money for up to 10 or 15 days. Why in the world would anyone WANT to use priceline? I think I would pay the extra couple of bucks and book the reservation through the hotel. That way I wouldn't be sleeping in the car, in the heat. Who spends 7 hours on the phone to anybody? If you add up your time sleeping IN THE CAR, AND your 7 hours on the phone, I think I would have just paid the extra couple of bucks and skipped priceline.


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