Nightmare Hotel Priceline Made It Dream Vacation
Customer Care - Compliment
Second time I booked through Priceline. First experience was great. This time I booked a Niagara Falls hotel for 2 nights through Priceline. We arrived at 9:30 pm and noticed the hotel was very dated and smelled quite musty. Went to front desk, gave my name and was told the reservation they had was for the 20th leaving the 22nd. I told them, no, I booked for the 18th leaving the 20th. She told me the hotel was fully booked, but that one guest had not shown up and she could give us the very last room - in the sub-basement. We said ok and went to the room that had not been updated since 1972! It smelled bad (was clean though), shower had nails poking out of the stick on yellow tiles; turned on TV (circa 1979) which had 2 volumes - full blast or mute. Turned off TV. People came in next door. There was an adjoining door that kept on banging very loudly, sounded like someone was trying to get in. Walls so thin I could hear my neighbour brush their teeth and all 'other' bathroom things as though they were in the same room. Could clearly hear full conversation.
I went to front desk and asked if I could PLEASE cancel for the next night. They said no, that since I booked through Priceline, I could not. I called Priceline and explained the situation. They said that they would call the hotel, and if what I said was accurate, they would provide me with options. About 45 minutes later (not pricelines fault, the front desk person was AWOL), I was taken off hold. The customer care person told me he would move us to a hotel of our choice (gave us a couple of options) that night. He also called the hotel to ensure we were expected and well taken care of. The new hotel was the Holiday Inn and conference Centre in St. Catharines. It was BEAUTIFUL. We got a significant upgrade to a one bedroom very modern suite, 2 free breakfasts and a one night credited back to our card for our trouble.
Saved the vacation! Priceline has earned my loyalty forever!!!!