Hotel booking with Priceline

rebs

InsideInsurance wrote: »

I dont think it is as black and white as that.

There are certainly some things that are hotels and there are some things that are B&Bs. There are a lot of small hotels/ large B&Bs which are somewhere in the grey area.

Indeed, looking at one hotel booking site if you select only B&Bs a fair number of them have "Hotel" in their name.

I would have a look for the definition of a 4* hotel in the UK and then highlight which aspects of this the proposed property fails to reach and thus did not meet the request.

Thanks - that's pretty much what we have tried to do in our communications with Priceline & our credit card company -pointing out why we don't believe the property offered is a hotel. Up to now, Priceline are refusing to budge on their position.

The Priceline definition of a 4* Hotel is very nebulous, they talk of grading properties based on amenities, decor, quality and customer satisfaction but they do not specify what those amenities might include.

InsideInsurance

rebs wrote: »

The Priceline definition of a 4* Hotel is very nebulous, they talk of grading properties based on amenities, decor, quality and customer satisfaction but they do not specify what those amenities might include.

That is exactly how properties are graded, mainly facilities, and the exact criteria varies by country and awarding body.

Does their site say how star ratings are done? Are they simply quoting local star ratings or trying to harmonise them and giving places their own ratings?

If it doesnt say on their site then its fairly fair to say you assume they are using the local/ official rating. There are two main bodies in the UK, the AA and Visit England, you can see the laters methodology and criteria etc on http://www.qualityintourism.com/quality-schemes/hotels/ with the downloadable guides and scoresheets etc

Ultimately if it says its their own judgement of star ratings then you are going to struggle more.

rebs

InsideInsurance wrote: »

That is exactly how properties are graded, mainly facilities, and the exact criteria varies by country and awarding body.

Does their site say how star ratings are done? Are they simply quoting local star ratings or trying to harmonise them and giving places their own ratings?

If it doesnt say on their site then its fairly fair to say you assume they are using the local/ official rating. There are two main bodies in the UK, the AA and Visit England, you can see the laters methodology and criteria etc on http://www.qualityintourism.com/quality-schemes/hotels/ with the downloadable guides and scoresheets etc

Ultimately if it says its their own judgement of star ratings then you are going to struggle more.

That's an interesting point about what star system they are using. My assumption would be that it would be their own system (isn't that how most of these kinds of sites operate?). However, I can't see anywhere where is says what system they use, so maybe we could argue the case that we assumed a local system?

ETA - just looked at the small print in the T&Cs and it does say it is their own rating system.

tomtontom

Accommodation Types: Priceline offers its customers various properties, including hotels, motels, bed and breakfasts, resorts and other types of rentable accommodations.

I would say this covers your complaint - they don't just offer hotels in the traditional sense.

I have had success cancelling a PL booking before through sheer persistence. No harm in trying!

rebs

tomtontom wrote: »

I would say this covers your complaint - they don't just offer hotels in the traditional sense.

I have had success cancelling a PL booking before through sheer persistence. No harm in trying!

Do you mean it covers my complaint as in it blows it out of the water because I should have expected that I could be given something other than a hotel?

It's encouraging to hear that you have been successful in getting a refund, was that on a 'name your price' option?

tomtontom

rebs wrote: »

Do you mean it covers my complaint as in it blows it out of the water because I should have expected that I could be given something other than a hotel?

It's encouraging to hear that you have been successful in getting a refund, was that on a 'name your price' option?

Sorry, didn't express that well - yes, they have covered their backs with their terms and conditions.

Yes, my cancellation was a NYOP one. Unfortunately I can't recall the reason why I wanted to cancel.

rebs

tomtontom wrote: »

Sorry, didn't express that well - yes, they have covered their backs with their terms and conditions.

Yes, my cancellation was a NYOP one. Unfortunately I can't recall the reason why I wanted to cancel.

I don't know, it's one thing to say that you offer different types of accommodation on the site, but my bid was specifically for a 4* hotel in a defined area...

I think it all comes down to how one defines a hotel. Even the star rating thing is a bit peripheral - if it's not a hotel, does it really matter how many stars it is judged to have?

I might try one last push at PL to see if they will relent on the cancellation.. not holding my breath though :rotfl:

InsideInsurance

rebs wrote: »

That's an interesting point about what star system they are using. My assumption would be that it would be their own system (isn't that how most of these kinds of sites operate?). However, I can't see anywhere where is says what system they use, so maybe we could argue the case that we assumed a local system?

I honestly dont know what the norm is.

Maintaining your own star system would be a headache in terms of inspecting the thousands of hotels they list unless they do it on an own marks basis or a more arbitrary basis of all hotels from X go down one star because their rating system is too generous unless you are part of a chain like the Four Seasons or Dorchester in which case you keep your local rating.

paddyrg

http://www.theaa.com/resources/Documents/pdf/business/hotel_services/aa_hotel_quality_standards.pdf

I think this guide is specific enough about what would constitute a 4* hotel and what wouldn't. In a court I'd *imagine* it would hinge on what a reasonable person considered to be a hotel (or not) - and things like this guide would tend to support your argument to my mind. Maybe threaten legal action for this bait-and-switch business model?

rebs

paddyrg wrote: »

http://www.theaa.com/resources/Documents/pdf/business/hotel_services/aa_hotel_quality_standards.pdf

I think this guide is specific enough about what would constitute a 4* hotel and what wouldn't. In a court I'd *imagine* it would hinge on what a reasonable person considered to be a hotel (or not) - and things like this guide would tend to support your argument to my mind. Maybe threaten legal action for this bait-and-switch business model?

Thank you, that's a very useful document.

Thanks to everyone else who has responded in the thread as well, it has been a great help.