Sometimes a best-price guarantee just isn’t worth the trouble. That’s what Lynne Fukumoto thought after trying to make a claim on a Priceline “Name Your Own Price” hotel room recently.
“I ended up with a room at the Ala Moana Hotel for $120 a night,” she says.
That’s the Ala Moana Hotel – Honolulu, a nice little property in Waikiki, and part of the terrific Outrigger Hotel chain, for your reference.
“I had never heard of this hotel and went to its website where rooms were advertised for $119 per night,” she says.
Read more “Is this enough compensation? Priceline refunds me $1 for overpriced hotel”
Phillip Barszczowski’s Hertz car, which he booked through Priceline, cost $122. Not bad for a four-day rental in Wyoming, considering what rates have been doing lately.
But when Barszczowski told the agent he’d have the car back by noon on the fourth day, she had some bad news: His reservation lasted only until 8 a.m., and the four extra hours would more than double the price of his car, to $305.
Priceline’s reservation said he had until 1:30 p.m. The Hertz agent didn’t care. “She told me Priceline does this all the time and they get you a great deal and then make up for it later,” he says.
Read more “Case dismissed: Charged $183 for four hours on my rental car”
Bob Slattery booked a room at La Maltese Estate Villa, a hotel that exudes the ambience of a privileged “members only” private club in Santorini, Greece. The rate? An unbelievable $110 per night, snagged through the site Vacationist.com.
Too good to be true, right? Right.
Read more “Is this enough compensation? Funny money for a fat-finger rate”
Mary is an in-house reservation agent for an upscale, full-service hotel in a major American city. I’m not using her last name for reasons that will become obvious in a moment.
Mary has a lot on her mind. People who call her hotel to reserve a room are getting ripped off, and she wants to come clean about it. Here’s our interview, which was conducted by phone this morning.
Tell me about what you do.
I work in the in-house reservations department of [a hotel]. When people call the hotel to book a room, they’re put through to me.
What do they say when they’re connected to your department?
Normally, they ask for the best room rate.
And what do you tell them?
I give them what we call the “bar” rate — it stands for “best available rate.”
Read more “Hotel reservation agent: “I feel very guilty about lying””
When Jack Whalen found an unbelievable room rate of $58 a night at the Ritz-Carlton Chicago — and on a holiday weekend, no less — he was thrilled. “This was to have been an anniversary trip, and my wife would love to stay at a high end hotel at a great price,” he says.
But the price, which he found through Travelocity, was unbelievable. Turns out it was a fat finger rate. A Ritz-Carlton employee had misplaced a decimal point, turning $580 rooms into $58 rooms. Oops.
Although Ritz-Carlton tried to make it up to him by offering a discounted, but significantly more expensive rate, Whalen is unhappy.
Read more “Rooms for $58 a night at the Ritz Carlton Chicago? No way!”
Matthew Stephens is a humanitarian aid worker in Tbilisi, Georgia, but after renting a car from Advantage last Christmas, he found himself in need of assistance.
The car was a disaster from start to finish. Advantage charged him more than the price he’d been quoted and gave him a vehicle that was potentially unsafe, he says. Stephens thinks he’s entitled to a full refund for the car, which is an unusual request.
Read more “No “big deal”? Advantage raises rate, skips paperwork on car”
Question: I recently found a $28 per night rate at the Westin Imagine in Orlando. I was amazed. I booked the room, and several days later I called the hotel to ensure that it was a legitimate rate. They confirmed this, so I booked nonrefundable airfare, and have been happily anticipating my getaway weekend ever since.
That is, until this past Monday morning, when I received an e-mail from the hotel’s director of revenue management saying that the rate was caused by a “keystroke error” during data entry. The actual rate was $289. The Westin offered a rate of $99 per night as an apology, but refused to honor the original rate.
I contacted Westin at the corporate level, and the hotel offered to waive its mandatory valet parking charge of $18 per night, but insisted it couldn’t honor the $28 rate. Then the manager of the hotel responded, offering to throw in an extra 5,000 loyalty points.
I’m writing because I don’t think I’m getting fair treatment by this Westin hotel. If there is anything you can do to help, I would be extremely appreciative. — Terry Capps, San Diego
Answer: If you book a rate that you know is an error, then you shouldn’t expect the hotel to honor the price. But $28 per night wasn’t an obvious “fat finger” rate, and the fact that Westin confirmed it certainly didn’t help.
If the hotel had offered rooms at $0, then this would be a different story. Actually, it wouldn’t be a story at all. If a business mistakenly prices something at a rate no reasonable customer believes is valid, it shouldn’t be required to honor that price. But you can find hotel rooms at $28 a night.
Read more “‘Keystroke error’ turns $289 rate into $28”