The hotel promised me on the phone that I would have a room with queen beds, but what I got is only a room with 2 double beds.
On 09/13/2014, I booked a one night room of Snowy Owl Inn And Resort from Priceline.com. The Priceline website said I need to contact the hotel to request certain bed type, then I called the hotel. I first asked if they have king bed available, they said no. Then I asked if queen bed is available, they said yes but told me I need call Priceline to request bed type change. Then I asked what bed type is currently reserved for me, they told me queen bed. I said that's good, queen bed is what I want. Then I double checked with them again, if I want queen bed, I do not need to do anything else, I'm all set. They said yes.
On 09/07/2014, I arrived at the hotel, they gave me the key, but the room only had 2 double bed. I went back to the receptionist to request for changing to queen bed. She pulled out the notes about my reservation from their computer system, saying that the notes only said they told me to call Priceline to make changes, nothing else. I told her I did not call Priceline because on the phone, I was confirmed I already had a queen bed and did need to change. She said there was no other room available, I had to take the double bed, but I can complain with Priceline for refund afterwards. So I lived in the double bed room that night.
On 10/04/2014, I called Priceline to ask for refund, and Priceline called the hotel staff. But Priceline told me the hotel refuse to refund anything and their is no explanation, and Priceline cannot do anything because they do not guarantee the bed type.
Below is the reservation info from Priceline:
Check-In: Sat, Sep 27, 2014 / After 04:00 PM
Check-Out: Sun, Sep 28, 2014 / 11:00 AM
Rooms: 1 room / 1 night
Priceline Trip #: XXX-XXX-XXX-XX
Hotel Confirmation #: LXXXXXAIWODFN
Taxes & Fees: $17.45
Total Charged to Card: $124.45
I request at least 60% refund due to the hotel's bad altitude toward this issue. They could have solved this issue in a much better way but they didn't.
We are in receipt of Mr. ***'s complaint. Mr. *** booked his hotel reservation through a third party. In this case Priceline.com. He is subject to the terms and conditions of Priceline, and Priceline took payment from the guest for the stay. The program that he booked under with Priceline gave him a low rate but in exchange does not guarantee the bedding type in the room booked.
Mr. *** did call the hotel before arrival and tried to secure a specific bed type. We did inform him that in order to make a change to his reservation he would have to speak to Priceline.
At no time did we verbally promise a specific bed type.
Upon arrival he complained about the bed type he was given. We were unable to change the room or bedding for the guest as the property was 100% sold out on the night of the guests stay.
After the fact we were not contacted by Priceline.
There is nothing we can do for this guest. We understand he is upset, but his contractual relationship is with Priceline, not the hotel.
(The consumer indicated he/she DID NOT accept the response from the business.)
My original complaint includes all details of my conversation with the hotel staff on the phone. At 07:43 pm on 09/13/2014, I talked to the hotel staff for 4 minutes on the phone. The hotel staff did tell me my reservation was a room with queen beds. The hotel can verify the phone call recording if they have it.
Final Business Response
We have stated previously that this guest's issues are with the contractual party with which he made the reservation. We would not have given him the information that he is claiming. The only thing we told this guest is that in order to make changes to his reservation he needed to speak to the organization he booked through originally.
We can not assist this guest further and will not be commenting further on this issue.