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

  800 Connecticut Avenue Extended Norwalk, CT 06854

  
• 

  Priceline.com LLC

  800 Connecticut Ave. Norwalk, CT 06854

  
• 

  Priceline.com LLC

  Norwalk, CT 06854

  
• 

  Priceline.com LLC

  800 Connnecticut Avenue 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:05/14/2025

  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 May 9th I went to purchase my flight to ******, and was using my ****** credit card to finance, and the app told me that the purchase did not go through, so I tried again, and it did. I got the confirmation email for one flight. So, fast forward to May 12th I get a notification from ****** that not only one, but two purchases from Priceline had gone through. So, I look on Priceline and see that somehow two of the same flights (dates, time, and passenger (me)) had been booked. So, I immediately call to cancel, and the rep told me that it was past refund because of ******an Airline policy. So, I call ******an and they told me one of the flights did in fact qualify for approval since they were for the same dates, time, and passenger. So, I call back Priceline and informed by a 'supervisor' that It was actually Priceline who would not refund me. He was very unhelpful and offered me no resolution. I should not have to pay an additional $600 for a mistake that Priceline made by way of an app glitch. I am a nursing student, I am going to ****** to celebrate four whole years of sobriety. I cannot afford to pay for Priceline's mistake. I will continue to escalate this situation until it is resolved. The initial representative lied to me about it being because of the airline's policy. I am a loyal customer to Priceline, but I do not see myself further using the company unless I am reimbursed. I am extremely disheartened by the lack of empathy from the representatives that I have spoken to.

  Customer Answer

  Date: 05/14/2025

  I also emailed the CEO and someone reached out to me regarding his email. A member of his executive team reached out this morning and I was granted a full refund. So this issue has been resolved. 

• Initial Complaint

  Date:05/01/2025

  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 a flight and car rental with Priceline and the pick-up time populated; I didn't enter it. When I called the car rental at 7:08 pm for airport pick-up, the recording said they closed at 7:00 pm. The next day I call Priceline ###-###-#### and explained what happened. I asked Priceline why it was a listed option when pick up time was 7:00 and they close at 7:00 pm. I fully expected the car rental to be open 24 hours, and never would have thought they'd be closed at 7:00. Had I known, I would have chosen a different rental company. I asked for refund of the car rental since I had to reserve a 2nd car. with Priceline They said they could not refund me until they confirmed that the car was not picked up. They would review 5 days after when I would have returned the car. I called their customer service again on 4/1 because I had received no updates. I spoke w/Christine at Priceline and she said that she'd issue me a refund for $21 for my car rental. I asked why I was only receiving a $21 refund when I had to pay $236 to book another car. I found it unrealistic that it was $21 for 4 day car rental. I escalated my case to a supervisor who also said that it was the most they could refund me. I felt that was inadequate and was told to forward my receipt to Priceline, which I did. I initially requested a full refund of the 2nd car booking, but decided that if I was refunded $100 I would consider it matter closed. In addition to the email string I attached, I talked with Priceline at least 3 different times. When using their voice prompts, I stated "vacation package", but it would say it didn't understand what I said each time so I said "car rental" and then when I talked with rep they said that they couldn't help me because I booked the rental as part of a vacation package. I had to go through this each time I called. I told the rep what was happening. I feel like Priceline purposely made it difficult for customers to reach the correct party for resolution.

  

  Business Response

  Date: 05/08/2025

  Dear *** ***,
  
  Thank you for contacting us regarding the rental car portion of your trip reservation for Request Number ********517.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that the counter was closed. While we strive to fulfill every reservation, we can only guarantee your booking for the scheduled pickup date and time. Since we confirmed that the car was not picked up, we canceled your reservation for a full refund of 21 USD, the same amount we charged you for the rental car portion. Regrettably, we are unable to issue an additional refund.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:05/01/2025

  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.

  I booked hotel on Priceline 12/29/2024 for May 5-14,2025 Priceline trip #: **********5-17 *** ***** ******* May 5 – May 14 Confirmation #: *********** I paid $1054.62 The day after I booked the hotel, on 12/30/24, I was given a refund of $14.13 to match price of the hotel. On April 21, 2025 I cancelled the hotel for a full refund without penalty, promised a refund within a week. I have not been given the refund after many phone calls, talks with managers who promised to get the refund. Online tracking is showing the $14 refund from the day I booked it, and Priceline refuses to refund $1040.49 it owes me. I spent hours waiting and talking on the phone, they pretend not to understand, then promise to fix this refund “escalate” to the accounting, yet have not even sent me a confirmation that money will be refunded, the provided link has $14 refund already completed and no mention of $1040 I am owed. This refund tracking is becoming a full time job. I am reluctant to use Priceline again even though I’m their repeat customer.

  

  Business Response

  Date: 05/07/2025

  Dear ***** ********,
  
  Thank you for contacting us regarding your hotel reservation at the *** ***** ******* Airport for Request Number ********517.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand your concern about the refund related to your reservation. Our records show that the refund we previously processed did not go through successfully. As a result, we resubmitted it on May 6, 2025. Typically, our system processes refunds within one business day. We recommend that you contact your bank directly to inquire about their processing times.
  
  We apologize for the inconvenience and hope you find this information helpful.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 05/08/2025

  
  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:04/30/2025

  Type:Sales and Advertising 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 a room at the *** ******* ********** on Saturday 4/26/25 until 4/28/25. The room was advertised to have a full kitchen, which was the leading reason I selected it aside from the price/value. When I got there to check in, I was given a standard room. I immediately went downstairs to inquire about the room type. Was told that the hotel has absolutely zero rooms with kitchens or kitchenettes. I showed the front desk person the room description on Priceline and she laughed and said they lied. I attempted to call and speak to someone at Priceline 3x this wknd while on site at the hotel as the rate was nonrefundable. I spoke with foreign customer service agents each time and despite asking for English as a 1st language speakers and for escalation, I received absolutely no help with this situation. Was told I’d need to email, but never provided the address to send to as a lot was lost in translation, apparently.

  

  Business Response

  Date: 05/07/2025

  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 how important it is to have the accommodation you expected, and we regret that we could not meet that expectation. Our system confirmed your reservation based on the availability provided by the hotel at the time of booking, and unfortunately, we were not aware that the room type you requested was unavailable. We have contacted the hotel to confirm that you did use the reservation. We contacted the hotel and confirmed that you used the reservation. Since we value your business, we refunded 20% of the reservation cost for 47.39 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:04/29/2025

  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.

  I purchased a vacation package that included Airline/Horel/Rental Car through Priceline and l went to my room at the *** **** *** ***** ********, ********** ***** and it was the nastiest place l have ever encountered it had roaches, and the room smelled of dogs, the furniture had holes and stain, I ask to be refunded for the hotel only and they refused to refund even when l told them l would have to sleep in my rental car because l prepaid everything in full and only had $200 to buy food and gas, they said so sad to bad "NO REFUNDS" and currently l am unable to get another room and will have to sleep in my Rental car which is a nightmare.

  

  Business Response

  Date: 05/06/2025

  Dear **** ****,
  
  Thank you for contacting us regarding the hotel portion of your vacation package reservation for Request Number ********518.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that you were dissatisfied with your hotel accommodations. Please know that we take complaints seriously and address them directly with our hotel partners to prevent future occurrences. We contacted the property and confirmed with the manager that you used the entire reservation. We tried to request an exception or a refund; however, we did not receive approval. As a result, 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 August 4, 2025, at 7:22 PM EDT. 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:04/29/2025

  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.

  I booked a hotel room for 4/26/27-4/27/25 with priceline and canceled room 7 minutes later. the email conformation was booked on 4/23/25 which stated it was nonrefundable AFTER 4/23/25 @ 3:44 PM AND I canceled at 2:53 pm per my email. And they still charged me $106.66

  

  Business Response

  Date: 05/08/2025

  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 requested a refund for your reservation, which you canceled right after booking. Upon review, our records show that *********** is the provider for your accommodation. We escalated your issue to our partner, and someone will get back to you with the resolution within 3-5 business days.
  
  We appreciate your time.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 05/08/2025

  
  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:04/29/2025

  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 made a booking with Priceline. They charged me the rate plus fees and purchased a room from the block belonging to ***********. *********** also made a reservation for the room along with Priceline. So I was double booked for 2 rooms 30 seconds apart with 2 different sites. When I checked in, the hotel used the room attached to my credit card to check me in which was the *********** reservation. It was a lower rate than my Priceline by $7. I noticed at checkout I had been charged 2 different amounts for the room. The hotel explained what happened with Priceline paying for another sites block of rooms and I agreed to pay the higher price and they agreed to the refund. When the refund was then refused by *********** because i had checked in, I called Priceline and they reused to refund or discuss the issue. They called the hotel and said because the room was available for me I wasn’t getting a refund and denied using ***********’s block of rooms. However the hotel admitted the double booking and how it happened and agreed to and told Priceline the issue. But Priceline spoke to the hotel and purposely told them they did not want to and would not discuss the other room booking.

  

  Business Response

  Date: 05/06/2025

  Dear ******** ********,
  
  Thank you for contacting us regarding your hotel reservation at the ** ****** *** * ****** ** ******* ********** Research Park for Request Number ********518.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that you requested to cancel the reservation. We reviewed the information in our system and verified that you only have one reservation booked through us. We have no information regarding your *********** reservation. According to Mani (Hotel's Front Desk Agent), you used the reservation booked through Priceline. He even confirmed that the payment for the room and tax was billed to the merchant card we provided.  As a result, we regret to inform you that the charge remains non-refundable.
  
  We appreciate your business. Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:04/28/2025

  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.

  My original trip had to be canceled because where we were flying into was having a hurricane, so Priceline had given us a voucher which I have proof in an email and now that I have gone to reuse my voucher within the amount of time before it expires, they’re telling me I am unable to use it without giving me a valid explanation on why.

  

  Business Response

  Date: 05/06/2025

  Dear ******* ***********,
  
  Thank you for contacting us regarding your ******** ******** ticket under Trip Number ********518. We are currently reviewing the details outlined in your Better Business Bureau complaint.
  
  Our records indicate that you have already been in touch with our Travel Specialists, and a refund in the amount of 9,587.92 USD was processed to your PayPal account on May 5, 2025.
  
  We appreciate your attention to this matter.
  
  
  Sincerely,
  Executive Offices

  

  Business Response

  Date: 05/06/2025

  Dear ******* ***********,
  
  Thank you for contacting us regarding your ******** ******** ticket under Trip Number ********518. We are currently reviewing the details outlined in your Better Business Bureau complaint.
  
  Our records indicate that you have already been in touch with our Travel Specialists, and a refund in the amount of 9,587.92 USD was processed to your ****** account on May 5, 2025.
  
  We appreciate your attention to this matter.
  
  
  Sincerely,
  Executive Offices

• Initial Complaint

  Date:04/28/2025

  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.

  On April 18, 2025, I booked 1 night hotel room at Priceline.com for the ******** **** ***** located at **** ******* ******** *********** *** The Front Desk clerk Julia check me into room *** but it was infested with roaches. The male night attendant stated the hotel was full so he couldn't move me to a different room. The attendant promised to have the room charge refunded to my card. The General Manager Eric at telephone number ###-###-#### approved the refund and stated the money was returned back Priceline. I have called Priceline mutual times to have the money returned to my bank with no success. The customer representatives keep stating no one is answer the front desk and they allegedly they cannot contact the accountant at Priceline to verify the refund. I am requesting the return immediately of the refund from ******** **** *****.

  

  Business Response

  Date: 05/02/2025

  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 how disappointing it can be when accommodations do not meet expectations, and we sincerely apologize for the frustration you experienced. We contacted the property and arranged to cancel your reservation at no charge. Therefore, we have processed a full refund of 64.97 USD to the payment method you used for your reservation. Refunds are typically processed within one business day, and we encourage you to check with your bank regarding their posting time.
  
  We hope you find this information helpful.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:04/25/2025

  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.

  The Hotel is overbooked and I will be stranded when I arrive. I have been lied to by Priceline customer service, they have reassured me that their booking partner will book my reservation with the hotel and provide with a confirmation from this hotel. None of this has happened and are making it very difficult to be refunded for a room that is unavailable. I spoke to several people who work at the ******** ****** *****, the hotel I had paid for a booking, they all have informed me that I do not have a reservation with them and that they are fully booked for the dates that I have reserved with Priceline. I have called and spent hours these last 3 days speaking to customer service agents and supervisors at Priceline. There has been no resolution. They are now telling me that their booking partners need to confirm with the Hotel that no rooms are available so they can process a refund. This would take 5 minutes to call or to check the website for the hotel to confirm. They are unwilling to do the right thing and fully refund this booking.

  

  Business Response

  Date: 05/08/2025

  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 apologize for the inconvenience you are experiencing due to the lack of available rooms on your travel dates. We are currently working closely with our travel partner to find a solution. 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