Guess what, hoteliers? The Priceline customer is likely driving down your average review rating. I see it all the time when I train customers and we look at Revinate's Reviews Overview page. Priceline ratings are usually substantially lower than other review sites. And once we uncover this fact, the next thing I usually hear is, "Frickin' Priceline customers. They expect a five-star experience on a two-star budget." Sound familiar?
Should you blame the customer for expecting a great experience at your hotel and then giving you poor feedback when he is disappointed? I don't think so. Rather, you should blame yourself for happily using the channel to sell extra inventory but then treating Priceline guests differently than your other guests. The bottom line is that you can't have it both ways.
I hear it all the time. "Why should someone paying $100 get the same room as someone paying $300?" Why? Because you decided it was OK to sell a room for a $100 and now you need to make sure that the customer is happy. Daniel Craig talks about the Cycle of Positivity which applies here. A happy customer will lead to a great review which will lead to more bookings. An unhappy customer will lead to a bad review which will hinder bookings. It's a simple concept, yet so easy to screw up.
So what do I suggest? When a Priceline guest checks into the hotel, be welcoming and transparent. I suggest you say something like, "Welcome. I know you didn't specifically choose this hotel but I hope we can exceed your expectations. If you need anything or have any questions, please let me know. I have you in room 1012, which provides a courtyard view. Will that work?"
Upon checkout, remind the guest that he will be receiving a link to write a review on Priceline. Tell him that you hope he had a great stay and would be willing to share his feedback with others.
Care to differ? Let me know below in the comments section.
The site seems to be good..!!Thanks for the post..!!
Posted by: wayanad hotels | February 14, 2012 at 02:00 AM
I will never use Priceline again. Used it last month for the first time just to see if it was any good in securing lower hotel rates. Got to my location and without asking was given a lower rate by almost $30.00 dollars. Called Priceline to see if they would credit my account for the difference....said no that I was offered a rate not offered to the public..Huh??? Isn't that what Priceline asserts, if not why use them??? Learned my lesson....never again and will tell all my friends and relatives.
Posted by: Ed | February 13, 2012 at 04:58 PM
Priceline is the worst page I have ever used!!! Their customer service is horrible!! it takes a long time to be able to reach them and at the end.... they don't do anything about the issue. I bought a ticket and never got a confirmation, so i called and after a long time going thru the automatic system. it finally transfer me to a customer service representative and to find out that she could not find my reservation!! There were only 4 tickets left and she could not tell me if my card was gonna be charged and if they were gonna be able to refund the money if so. ugh!! this is so frustrating!! and I will never ever use priceline again.
Posted by: Mayra | January 18, 2012 at 10:07 PM
I will never use priceline ever again. They are terrible! their customer service is non existant and they jipped me on my reservation. Meaning I made a reservation and a week before i was leaving on holiday I didnt have a plane ticket. They are terrible and no one should ever ever ever use them!
Posted by: AR | September 29, 2011 at 11:34 AM
I use priceline weekly. One important thing to note is that the priceline star rating system is based on amenites, not quality of service. So a hotel commonly rated at 2 stars may be rated at 4 stars by priceline.
But i have experienced what you described above. I have been treated as a red-headed stepchild more than once. But knowing this, i try to be objective in my ratings when i submit them.
Posted by: jon | July 31, 2011 at 10:08 PM