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Is Priceline Lowering Its Standards For 3-Star Hotels?
Two years ago, Hotel Deals Revealed did an analysis comparing Hotwire to Priceline on how generous they are in assigning star levels to hotels and concluded that Priceline was more cautious in assigning stars (i.e., they weren't overrating hotels). But based on several recent experiences bidding on three-star hotels in Virginia, Pennsylvania, Ohio and London, I think Priceline has lowered its standards for how they classify three-star quality hotels.
Charlottesville, Virginia, is a good example of how Priceline's ratings have changed over the years. I've gone to Charlottesville several times over the years and have used Priceline on multiple occasions. There are a number of good three-star hotels in town – Hampton Inn, Doubletree, two Courtyards, a Residence Inn and others. But Priceline now considers two Holiday Inn locations in town as three-star properties as well.
I've stayed in both and they simply aren't as clean or nice as the hotels mentioned above. The furniture at the University location, for example, is dated and ill fitting – the office chairs in the room don't level up with the desk, for example, and on a recent stay there were a host of dead bugs in the sliding glass door, which also had a broken handle.
But as mediocre as the Holiday Inn Charlottesville University is, it's the Taj Mahal compared to the Avni Kensington, a supposedly three-star property I got from a recent bid on Priceline in London. (Priceline refers to this hotel by its old name, the Kensington Edwardian.) My first impression was of their bathroom in the common area. There were no hand towels next to the sinks – just rolls of toilet paper to dry your hands.
My room had three droopy old single beds plus a broken television and non-functioning Wi-Fi. (The Wi-Fi was later fixed; the TV was not.) Trip Advisor categorizes the hotel as a two-star property, which is about right. I made a complaint about the property to Priceline but they stated that the hotel was "unwilling" to issue a refund so I was out of luck. A Priceline spokesperson told me several weeks ago that the company uses a number of criteria in categorizing hotels, including some factors that travelers might not care much about – like if the place has a full-service restaurant, a pool and others.
But what I found most interesting about the experience is the fact that I was unable to review my hotel experience in London on the Priceline site. I asked the customer service rep how I could leave a review of this hotel on the site because they use the customer reviews as a basis for how they categorize the hotels, but she said I had to wait to see if I received an email inviting me to take the survey. I looked through my inbox and noted that I had received survey requests for all of my previous hotel stays (none of which had I issued complaints over) but I didn't get one from this stay in London.
Priceline gives bidders guarantees that they'll receive a hotel with positive feedback (it varies based upon the star level you are bidding on); so I can't help but think that they flag customers who complain about a property not to receive the survey email.
What can you take away from my bidding experiences? The most import thing is to do your homework before you bid. Use Priceline's normal search function and look at what they are offering at each star level. Then check the reviews of those hotels online and assume you'll get the place that has the lowest reviews. If you can't live with that, you need to bump up the star level you're bidding on.
For example, if you are bidding in the north suburban area of Chicago, and you see that Priceline has a hotel they consider a three-star property but that it has horrible reviews, assume that if you bid three stars, you will get that hotel. If you can't live with that, you need to bid 3.5, or find another way to book your room.
July 8, 2013 Update: A spokesperson for Priceline tells me that the company sent me a survey email on 6/22 inviting me to review the hotel I stayed at in London. I have double checked both of my email addresses and I never received it. Either way, there should be a way for customers to review the hotel they stay in, whether one gets their email inviting them to do so or not. And, after bidding on yet another 3 star hotel in Portsmouth, NH this week, and, once again, getting another Holiday Inn with so-so reviews, I stand by what is written above. 3 stars with Priceline used to mean Hyatt, Hilton, Marriott, Sheraton and so on. These days, it seems to be Holiday Inn and other brands in that tier.