Priceline - Horrible! They Misrepresent Hotel Ratings and Don't Honor the Lowest Price Guarantee
CONNECTICUT -- On 6/24/2013 I made a Name Your Price reservation on the Priceline website. I requested a 4-star hotel and named my price. Priceline returned a Double Tree hotel at the price I selected. The hotel that was accepted is definitely not a 4-star hotel; however, Priceline has it listed as a 4-star hotel. In the description of hotel star ratings on the Priceline website, the Double Tree is provided as a example of a hotel at the 3-star and 3 and 1/2 star level. It is not listed as an example as a 4-star hotel. Hilton is a 4-star hotel not Double Tree (operated by Hilton).
Because the hotel rating conflicts with their own description of hotels and the company was grossly misleading, I requested a full refund. I spoke with two customer service representatives who said they were unable to process the request. Additionally, I asked that they apply their Best Price Guarantee to my reservation as I paid $145/night through Priceline and the Double Tree hotel website quotes a price of $139/night. The second representative I spoke with, Sujey M., said that she looked up the room rate online and found a rate of $169/night as the lowest rate.
I took a screen shot of the rate from the Double Tree website on my computer and offered to email it to her; she said I could not do that. I also asked if we could call the hotel to clarify and she said it had to be online pricing only. Priceline grossly misrepresented the Double Tree as a 4-star hotel (conflicting with their description online) and they refused to honor the pricing guarantee.
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