Priceline.com Complaint - Filthy Hotel Room
SAN ANTONIO, TEXAS -- Me and a friend booked rooms through Priceline for a recent roadtrip to San Antonio. Below is a letter I have forwarded to Priceline THREE times with no response. I have also left voicemails, no response.
To whom it may concern,
A friend and I embarked on a trip to San Antonio this past weekend. Prior to leaving, we booked our hotel rooms through Priceline. We had used your web site before and trusted it, as well as trusting in a national hotel chain. We booked our rooms (2 rooms with 1 queen sized bed in each) at the Rodeway Inn on W. W. White Road in San Antonio. My first concern was that my debit card was debited for the amount before I had even left Indiana, let alone laid eyes on the hotel room. We drove 1200 miles and 17 hours, arriving in San Antonio around dinner time. Upon entering the office we were greeted with some unidentifiable foul odor. The desk clerk spoke very little intelligible English. He was unable to answer the questions we had about the hotel or the surrounding area or city. We checked in, received our keys and headed to our room.
Upon entering, both rooms were very warm as the air conditioning had been turned completely off. The rooms were unimpressive, but not unbearable at that point. As we began unpacking and getting around, it became apparent that things were headed downhill. Below is a list of "offenses" in each room.
My room (141): The carpet appears unvaccumed. There are black shoe prints on the bathroom floor. There is a small smear of what appears to be blood on the wall by the TV. There is no alarm clock. There is pubic hair all over the toilet, under the seat. The counter is dirty. The mirror is splattered. There is a lot of hair behind the door in the corner. The tub is very dirty. There is a ring in the tub, about 6 inches from the top. The shower curtain is so moldy and dirty, it is stiff at the bottom (I took a shower with the shower curtain open so as not to come in contact with it). The bathroom fixtures are grimy. There is a buildup of dirt on things such as light switches and door handles. There were long black hairs on the towels. The bed is poorly made. The linens and pillows have seen better days. There is also an unidentifiable substance dripped down the side of the toilet bowel. We are unable to connect to the Internet via the advertised high speed. There is a large gap around the door, you can see the light come in around the door.
My friends room [NAME REMOVED] : Most of the above, she did have an alarm clock. Plus there was also a crusty white spot on the floor. Upon inspection, it seemed to be vomit. There is also old food in the refrigerator.
Before leaving for dinner, I called the front office about the condition of the room. The manager was abrupt and unwilling to hear me out. Just said "I will take care of it." We stopped by the desk on our way out to pick up a map, and I repeated my complaint. Once again, he was unwilling to hear out the specifics.
Upon returning to my room, I found they had wiped up the footprints and cleared the hair off the toilet. The rest of the items were untouched. I called Comfort hotel's 1-800 number and spoke to a reservations agent there. He offered to move us to another hotel that night, but we were too tired to think about that. We booked 2 nights in a Comfort Inn around the corner and we bunked down for the night. I hardly slept at all, as my air conditioner started making a strange noise in the night. Also there was an ongoing commotion outside.
That morning, I attempted to contact Priceline, I left a message on a voicemail I finally made my way into but my call was never returned. Upon attempting to get the 2 nights credited to my card, the hotel manager stated he was unable to do so. I had to go through Priceline. This was a frustrating situation, as now I had to pay for ANOTHER hotel room. He was unwilling or unable to tell me who had taken the money out on my card.
Upon checking in at the Comfort Inn (Big Improvement!) I attempted to contact my bank. Finally they were able to tell me that a company named "Travel Web" was responsible for the funds transfer. I attempted to contact the 1-800 number the bank had for Travel Web, but after 25 minutes on hold, had to give up. I was now $150 short in spending money.
I am extremely disappointed in my entire experience. I am especially disappointed in my inability to get through to a person at either Priceline or Travel Web. I am also disappointed in the fact that the hotel was located in such a bad area. We were 2 single women traveling alone and did not feel safe at this hotel. When I book through a respected company such as Priceline, I expect better. I certainly do not expect the surprises that I received. This experience definitely put a damper on the vacation, and I was unable to buy the souvenirs I had hoped to purchase due to my funds being tied up. I have contacted Comfort Inn regarding the condition of this hotel, and have plans of contacting the health department, as well. I have told this story to anyone that will listen, and have warned them about booking with Priceline. I want to deal with a company that will take care of me, not leave me high and dry in a scary hotel room. Comfort Inn did more to make the situation right than anyone connected to Priceline. I will NOT be dealing with Priceline again, and would like to take steps to be reimbursed for the night I stayed there (I feel that if I am in a hotel room that is so bad I can't sleep, the purpose of having a hotel room has been defeated), as well as the two nights I didn't.
My friend will be starting her own paper trail regarding her stay.