Presidente Intercontinental Guadalajara Complaint - OVERCHARGED

Review by maria1 on 2010-03-18
GUADALAJARA, MEXICO -- On 3/9/10, I booked a 4 night stay at this hotel through PRICELINE at $59.00 per night plus tax, total cost was $288.00 this amount was paid on 3/10/10 thru my Visa debit card. Upon my check in to the hotel I provided them with the confirmation number that I was given by PRICELINE. The hotel clerk verified my reservations and asked me to leave a credit/debit card for incidentals, so I did. I was offered a room upgrade at and add'l $29.00 per night which included breakfast. However, upon me checking out I was given 2 invoices, one was for the upgrade, restaurant tab and local calls. I agreed with this amount and okay'd the charge to my account. However, the second invoice I did not agree with as we had already PREPAID our stay. When I questioned the hotel clerk, Andres Romero, he said that was just for the room charge. So then I asked "oh so this is to show the the price that I paid to Priceline??" he said "yes". However, once I got back to the U.S. I logged on to my online banking and realized that I was in fact charged by this hotel for my 4 night stay even though they had already been paid by PRICELINE days before my check-out. So after numerous toll calls to Mexico and emails, I still don't have an answer. I have provided the hotel with more than enough proof to show that I was overcharged. However, I am yet to get my refund. I am posting this to make others aware of the fraudulent business practices of this hotel. No one else should have to encounter so many road blocks in what is abviously was the HOTEL'S ERROR!!!!!!!!
Comments:6 Replies - Latest reply on 2010-03-18
Posted by Soaring Consumer on 2010-03-18:
There are several different possibilities of what might have happened here, either Priceline failed to pay the hotel, the hotel deceptively setup a separate additional reservation for you when you agreed to the upgrade, or the hotel simply took advantage of you and double-dipped. I suggest contacting Priceline about this, as your acting travel agent it is their obligation to make this right and refund you the additional money that was charged.
Posted by Anonymous on 2010-03-18:
You were suckered by the hotel in Mexico. They don't have to comply to any US laws.
Posted by Anonymous on 2010-03-18:
Simple, don't trust or use these third party web sites. Book with the hotel, airline etc direct. You will probably pay less and have far fewer nightmares.
Posted by Anonymous on 2010-03-18:
File a dispute with your credit card company and see what they say. Couldn't hurt to try. And Soaring, I could be wrong but I am not under the impression that Priceline is a travel agent and they wouldn't refund a dime to their own sickly grandmother.
Posted by Soaring Consumer on 2010-03-18:
Priceline may not be operating as what we think of as an ordinary travel agency, but as the acting intermediary between the customer as the hotel during the booking, they are technically the travel agent in this situation, so they are responsible for setting things right. And if the agents can't do anything, there are always the consumer advocates, like Christopher Elliott for example:
Posted by Ben There on 2010-03-18:
I bet when the front desk agent processed the upgrade, he or she forgot to carry over the pre-paid funds to the new room leaving the entire balance due at check out. I doubt there was any scam or deception involved - just a careless front desk employee.

I had something like this happen to me on a flight recently. I was flying coach and had been upgraded to first class on my original flight. I got to the airport early and asked to be put on an earlier flight regardless of the cabin, but the agent made a mistake with the upgrade... Instead of switching my upgraded coach ticket for another coach ticket, she switched it for a regular first class seat so the computer said I owed another $1000+ to get on the plane instead of a free standby. It took lots of typing and a call to the support desk, but it was cleared up.

I know I can't cast the first stone because I have definitely hit the wrong keys on a computer before too. It is unfortunate your money is out of your account, but I bet your credit card company can clear it up.

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