Complaints

This profile includes complaints for Priceline.com LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Priceline.com LLC

  800 Connecticut Ave Norwalk, CT 06854-1631

  
• 

  Priceline.com LLC

  Norwalk, CT 06854

  
• 

  Priceline.com LLC

  800 Connnecticut Avenue Norwalk, CT 06854

  
• 

  Priceline.com LLC

  800 Connecticut Avenue Extended Norwalk, CT 06854

  
• 

  Priceline.com LLC

  800 Connecticut Ave. Norwalk, CT 06854

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/27/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a trip to ***** on March 2, 2025 with Priceline to visit Japan. I paid for the round trip in full with travel insurance. Starting in July, Priceline started making changes to my itinerary including having the first leg of my trip depart the day after my second leg of the trip. Then my flight to ***** was cancelled all together. Finally, after months of going back and forth. Priceline offered to refund my fare in full. When I checked the refund, it was only for $16.00 and change. I have tried to get in touch with Priceline again but because I do not have an active trip, I keep getting hung up on. I just want my money back as promised so I can rebook my flight directly with the airline. I can send you all of the trip changes Priceline did if you need more information.

  

  Business Response

  Date: 09/04/2025

  Dear **** *****,
  
  Thank you for contacting us through the Better Business Bureau regarding your ***** Airlines ticket booked under Priceline Trip Number ********518.
  
  We are sorry for the inconvenience caused by the schedule changes and flight cancellation. Our records show that your ticket has already been refunded in the amount of USD 1,130.61. We initiated this refund on August 25, 2025, and processed it within one business day. Please note that the posting time depends on ***** Airlines and your bank’s processing schedule, which may take 7–10 business days or up to 1-2 billing cycle.
  
  Since the flight was canceled, we also refunded the associated fees charged through us, which is why you received a USD 18.42 refund. Additionally, as a courtesy, we have refunded your travel insurance, and you can expect to receive USD 93.54 within the next few days.
  
  We sincerely appreciate your patience and understanding, and we remain committed to supporting your future travel needs.
  
  
  Sincerely,
  Executive Offices

  Customer Answer

  Date: 09/04/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:08/25/2025

  Type:Facilities Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Thursday 8/21/2025, in the early morning hours, I booked a room via Priceline at *** * ******** ** *** ******* ** ***** ******* *** * ****** for a work related stay. Upon arrival at approximately 6pm, after having travelled and worked all day, I was told there was no reservation under my name (speaking with Priceline after the fact I was told that reservations sometimes take 24 hours to appear..). I provided my ID and a credit card which the girl at the desk swiped four times although the room was already paid for. I was asked to wait for the owner/manager to come in and ended up sitting/waiting in the lobby for over an hour until I was eventually brought to a room different than I booked. Upon entering the room it smelled horrible. I checked the room out and then the air conditioner for good reason. I took out the AC filters and they were beyond filthy - a health issue. The owner/manager guy who walked me to the room got rude with me when I said the room was unsatisfactory. He refused me another room, asking me to leave. I left immediately. Contacted Priceline about this because undoubtedly it warranted a refund. They made contact with the hotel and the hotel refused the refund stating they set me up with a perfectly good room and they weren’t happy about my checking the AC while denying the facts. Disappointing, unnecessary, stressful experience. Priceline won’t get my, my family or my friends business ever again. (Images included)

  

  Business Response

  Date: 09/05/2025

  Dear ********* ***,
  
  Thank you for contacting us regarding your hotel reservation at the ******* *** * ****** *** ****** ****** for Request Number ********517.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that you were unhappy with your hotel accommodation. We address complaints directly with our hotel partners to ensure that future customers do not have the same issue. We contacted the property to request an exception or a refund, but we did not obtain approval. Therefore, the reservation remains non-refundable.
  
  As a gesture of goodwill, we sent a separate email with a coupon for a 20% discount for a future Express Deal booking. You must use the coupon by Dec 4, 2025, at 1:45 PM. You can use the coupon code for a single transaction, and any remaining residual value can no longer be applied to another booking. The email will contain instructions on how to redeem this coupon.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 09/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response for obvious reasons. 
  
  
  
  Sincerely,
  
  
  
  ********* ***

• Initial Complaint

  Date:08/25/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 31, 2025, I booked a hotel through Priceline. Afterward, I read reviews describing the property as unsafe, which concerned me since this was for a family trip. I also discovered Priceline had not disclosed an additional $20/day parking fee. I decided to cancel within a week.
  I contacted the hotel directly, and they agreed to waive the cancellation fee. However, because the booking was made through Priceline, I was told to request the waiver through them. Despite this, Priceline still charged me. Their AI agent “Penny” incorrectly told me no fee was applied, but my statement clearly shows otherwise.
  Due to health conditions, I cannot call, so I attempted to resolve this online. On Aug. 10 I messaged Priceline via ******** with no response. I followed up on Aug. 12 via Facebook, Instagram, and TikTok, again no reply. On Aug. 13, I finally received a message via Instagram saying the issue was sent to their support team but no timeline was provided. I followed up again on Aug. 18 and Aug. 20, both times my messages were read but ignored. Priceline has since stopped responding altogether.
  As a last resort, my husband called Priceline, but because his name was not on the reservation they refused to speak with him and hung up.
  The hotel waived the cancellation fee, yet Priceline still charged me and has refused to communicate or resolve this matter. I am requesting a full refund of the cancellation fee and written confirmation that this case is closed.

  

  Business Response

  Date: 09/05/2025

  Dear ******* *******,
  
  Thank you for contacting us regarding your hotel reservation at the ****** ***** ****** ******** ** *** for Request Number ********516.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that the hotel offered to refund the cancellation fee. Our records confirm that this fee was refunded today, September 5, 2025. Our system processes refunds within one business day; however, we recommend contacting your bank directly to inquire about their specific posting times.
  
  We hope you find this information helpful.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 09/05/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:08/21/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel with Priceline for Our June ****** trip. When i was looking for hotels and room options. We found the ****** **** hotel in ****** had a good price but realized that when you pick a king size bed there was a Resort fee of $50 per night. We then changed it to 2 queen beds intead, and it showed no resort fee. So we went ahead and booked as the price was within our budget. I also checked for amenities, and it showed under transportation on that they have shutter service, valet and airport shutter for a fee but on site parking does not state there is a fee. I have screen shoots of all this if needed. Upon checking out off our hotel we were charged $290 by the hotel. Stating that there was a $50 resort fee per night plus $40 fee for self-parking every night. These fees were completely hidden at the time of booking. When i reached out to Priceline the first agent i spoke to tells me he doesn't see any fees associated with my booking that he would look into it. Never heard back from them and when i reached out again the person i spoke too now started telling me to go to different parts on their website not right where you book where they state that there could be additional fees. i explained and sent them pics of their own site showing that there are no fees listed for queen beds and what their site states about having onsite parking with no fee associated like the other amenities do. that was close to 2 months ago and still have not heard back from them like i was told. I understand that hotels sometimes have fees for amenities but the way Priceline showed it on their site is completely deceiving and if i would have known i had another $290 to pay ii would not have booked that hotel. I would like to send all of my screen shoots and bill over to you guys for your review if possible.

  Customer Answer

  Date: 08/21/2025

  This si the bill I received upon checking out of the hotel. 

  

  Business Response

  Date: 09/03/2025

  Dear ****** ******,
  
  Thank you for contacting us regarding your hotel reservation at the **** ****** ***** **** for Request Number ********516.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that you incurred charges at the hotel. Our records indicate that we did not guarantee free parking during the booking process, and parking was listed as available for a fee of 40.47 USD. Please note that this charge is non-refundable.
  
  However, we confirmed with the hotel that a resort fee is charged to all guests, and this information was not disclosed during your booking. Therefore, we have issued a refund for the resort fee charge of 168.75 USD. Our system processes refunds within one business day. You may contact your bank directly to inquire about their posting time.
  
  We hope you find this information helpful.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 09/03/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. But I still disagree with the parking portion. Nowhere did it state there was a parking fee and the amenities list for this hotel show parking and does not say (charges may apply) like the other amenities show in the attached screen shot. 
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:08/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tonight, August 19, 2025 I contacted priceline.com to change the date of a hotel reservation. Instead of telling me that they maybe couldn’t do They had me transferred three times to a business in **** **** where I was asked for information that I didn’t have led to believe that theycould change the date and then subsequently was charged for the room After they told me they could switch it, but they were waiting for a confirmation from the hotel in writing by an authorized person. Notsure how they even would’ve known that. It was an authorized person since they told me to call after they couldn’t get a hold of the and get it myself. The cost of the hotel was $208 in Priceline. Can’t even answer a phone call.

  

  Business Response

  Date: 08/27/2025

  Dear ***** *******,
  
  Thank you for contacting us regarding your reservation at the ********* ** ******** ******* for Trip Number ********517.
  
  We are writing in response to your Better Business complaint.
  
  We understand you requested to modify the dates of your reservation. Upon review, our records show that Booking.com is the provider for your room accommodation. We escalated your issue to our partner, and someone will get back to you with the resolution within 3-5 business days.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:08/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked 3 rooms at **** ****** ********** at **** ******** on July 20, 2025 through Priceline.com. When we arrived at the hotel, it was permanently closed. The hotel will not issue a refund for the 3 rooms for 5 days - a total of $1638.90 and says I was no-show. They act confused and tell me to wait, they are researching. I have called Priceline several times only to be told they are researching this. It has been nearly a month now. No refund so far. Paypal dispute yielded nothing, as the hotel and Priceline lied and said I didn't show up. We showed up! Priceline failed to provide the motel and they stole my money. They still have this hotel available for booking.

  

  Business Response

  Date: 08/28/2025

  Dear *** *************,
  
  Thank you for contacting us regarding your hotel reservation at the **** ****** ********** ** *** **** ******** for Request Number ********516.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that you were unable to utilize your reservation due to the hotel's closure. Although you booked a restricted rate, we contacted the hotel to request an exception or a refund, but unfortunately, we did not obtain approval. Given your valued business, we have proceeded with canceling the reservation and processing a full refund of 1,638.90 USD. Our system processes refunds within one business day. You may contact your bank directly to inquire about their posting time.
  
  We apologize for the inconvenience and hope you find this information helpful.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:08/18/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 06.27.25 I rented a car from Priceline and paid the total amount of 287.48$ (total for my car rental).
  
  Priceline got the car from the “******” company. I went to the airport , got the car, returned the car and there was absolutely no damage, gas was filled to the top, I received an email from the ****** company that there were no damages to the car. However, later in July (after I had returned the car and received an email that everything was fine), I saw a charge of $120.60.
  
  I immediately contacted the ****** company. Only an automated machine would pick up and nobody picked up. I sent an email to no avail. I do not understand why they are charging this last fee, when I fully paid Priceline for the services. The only thing I could think of is that I marked yes for a possible car seat, that it would be discussed at the desk when I got the car. I never got a car seat, neither was it offered nor did I asked because I purchased a rider safer for my child which is what we used. I don’t know why I was charged these additional fee, no one has explained it to me and I absolutely did not have to pay that additional fee because I FULLY paid Priceline for the services. I called Priceline and they sent a complaint in my behalf on July 17,2025, because I informed them I had no luck getting a live person through the phone and they said I fully paid Priceline so no further charges should have been made.
  
  As of today Priceline hd not responded to me and has not refunded me back the additional 120.60. I had a contract with Priceline, so I don’t want nor have to be the middle person fighting back to get my 120.60. My services were sealed with Priceline. I am absolutely appalled this happened.
  
  I appreciate your time and looking into this.

  

  Business Response

  Date: 09/01/2025

  Dear *** ******,
  
  Thank you for contacting us regarding your rental car reservation with ****** **** * *** for Trip Number ********518.
  
  We are writing in response to your Better Business complaint.
  
  We understand you incurred additional charges from the renal counter for your prepaid reservation. We are currently in contact with ****** **** * *** for the breakdown of the charges. Kindly post a reply to this message after five (5) days for an update/resolution.
  
  We appreciate your patience while we continue to work to resolve your issue.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 09/02/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  

  please note, the ****** rental returned my money AFTER I contacted the CFO for ****** rental. They incorrectly charged for a car seat that was never provided. Therefore, this matter has now been resolved, with the clarification that the charges were incorrectly applied and subsequently corrected and refunded.
  
  
  
  Sincerely,
  
  
  
  *** ******

• Initial Complaint

  Date:08/18/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Summary:
  Priceline charged my credit card $238.98 for a ****** car rental that does not exist in their system and for which I never received confirmation.
  
  Complaint Details:
  On August 11, 2025, I purchased two roundtrip airline tickets from ******* to ********** via the Priceline app and immediately received a confirmation. Immediately afterward, I booked a ****** rental car through the same app for pickup at the ********** airport on September 19, 2025.
  
  I never received a confirmation for the car rental from Priceline or ******. However, my credit card was charged $238.98 by Priceline. After waiting several days, I called Priceline customer service and spoke with a representative named Gina, who confirmed there is no record of a reservation in their system.
  
  I provided Priceline with proof of the charge (screenshot attached) and asked them to either locate the reservation or refund the charge. I have received no resolution.
  
  This is a clear billing error under the Fair Credit Billing Act. Priceline has my funds but has not provided the service, confirmation, or proof of a reservation.

  

  Business Response

  Date: 08/28/2025

  Dear ****** ********,
  
  Thank you for contacting us regarding your rental car reservation with ****** Rent a Car for Trip Number ********517.
  
  We are writing in response to your Better Business complaint.
  
  We understand you requested a refund for your reservation for not receiving a copy of your booking confirmation. Upon review, our records show you used ************************** for your rental car booking, while your flight reservation was booked under *************************. Your reservation is valid, and during the booking process, we stipulated in the Booking Conditions that Express Deal Rental cars are non-refundable, non-transferable and non-cha+9le. even if unused. 
  
  Furthermore, on August 23, 2025, we received a notification from your bank indicating that you disputed this transaction. The dispute initiated the chargeback process between your bank and Priceline, which means that all communication regarding this case must be made directly with your financial institution.
  
  On the other hand, your scheduled pick-up date (September 19, 2025) is still 22 days out. Your reservation is still active, and you can still collect the vehicle and proceed with your rental. You may check your ****** email account for a copy of your itinerary.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:08/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** *********
  **** ******* ***
  **** ****** ** *****
  Phone: ###-###-####
  Date: August 17, 2025
  
  Complaint Against Priceline – False Advertising and Unfair Billing Practices
  
  I am filing a complaint against Priceline.com LLC regarding a hotel reservation at ******* ** *******
  ********* **** *****. I was charged $320.98 on August 15, 2025, through my ***** account for a
  reservation that was misrepresented and could not be canceled fairly.
  - The cancellation deadline listed was August 13, 2025, two days before the actual booking date
  (August 15, 2025). This made it impossible to cancel. - Priceline advertised the hotel as clean, “family
  friendly,” and “top booked,” with hot breakfast included. In reality, the property was unsanitary and
  unsafe, and no breakfast was provided. - On 08/16/2025, I checked in at 12:26 a.m. and checked out at 12:40 a.m. (14
  minutes total). - I attempted to resolve this with Priceline by phone and email, but they refused, relying on false
  information provided by the hotel manager.
  I am requesting that Priceline refund the $320.98 immediately and that BBB review this as a case of false advertising and unfair business practices

  

  Business Response

  Date: 08/27/2025

  Dear *** *********,
  
  Thank you for contacting us regarding your hotel reservation at the ******* ** ******* ********* **** ***** for Request Number ********518.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that you were unhappy with your hotel accommodation. We address complaints directly with our hotel partners to ensure that future customers do not have the same issue. We contacted the property to request an exception or a refund, but we did not obtain approval. Therefore, the reservation remains non-refundable.
  
  As a gesture of goodwill, we sent a separate email with a coupon for a 20% discount for a future Express Deal booking. You must use the coupon by Nov 25, 2025, at 3:30 PM. You can use the coupon code for a single transaction, and any remaining residual value can no longer be applied to another booking. The email will contain instructions on how to redeem this coupon.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:08/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booking # ********516
  Booking canceled 7/19/25 11:58pm EST
  Amount paid - $472.75
  Amount refunded - $378.20
  Amount owed - $94.55
  
  I canceled a fully refundable reservation within the allotted time frame, but only received a partial refund. I have spoken with representatives on 7/20, 7/30, 8/8 & 8/15 and have been told that I would be contacted in 2-3 business days every time. No communication has been initiated from Priceline. I have provided images of cancellation confirmation (7/19/25 11:58pm) from Priceline and have had receipt of these images confirmed by supervisors in their call center.

  

  Business Response

  Date: 08/27/2025

  Dear **** *****,
  
  Thank you for contacting us regarding your reservation at the ********** ****** ** ******** ****** **** ****** for Trip Number ********516.
  
  We are writing in response to your Better Business complaint.
  
  We understand you only received a partial refund for cancelling your reservation within the cancellation window. During the booking process, we stipulated that this reservation is fully refundable until 11:59PM (property local time) on July 19, 2025. Our records show that you canceled the reservation on July 20, 2025, at 12:58 AM EST, which was July 19, 2025, 10:58 PM local hotel time, within the cancellation timeframe. Therefore, we refunded $94.55 for the penalty fee on August 22, 2025, to the original form of payment used to make the purchase. Our system processed your refund within one business day. You may contact your bank directly to inquire about their posting time.
  
  Thank you for your time, and we apologize for the inconvenience caused.
  
  Sincerely,
  
  Executive Offices

  

  Business Response

  Date: 08/27/2025

  Dear **** *****,
  
  Thank you for contacting us regarding your reservation at the ********** ****** ** ******** ****** **** ****** for Trip Number ********516.
  
  We are writing in response to your Better Business complaint.
  
  We understand you only received a partial refund for cancelling your reservation within the cancellation window. During the booking process, we stipulated that this reservation is fully refundable until 11:59PM (property local time) on July 19, 2025. Our records show that you canceled the reservation on July 20, 2025, at 12:58 AM EST, which was July 19, 2025, 10:58 PM local hotel time, within the cancellation timeframe. Therefore, we refunded $94.55 for the penalty fee on August 22, 2025, to the original form of payment used to make the purchase. Our system processed your refund within one business day. You may contact your bank directly to inquire about their posting time.
  
  Thank you for your time, and we apologize for the inconvenience caused.
  
  Sincerely,
  
  Executive Offices