ComplaintsforPriceline.com LLC

• Initial Complaint

  06/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked a hotel reservation through priceline.com. The hotel booking guaranteed an airport shuttle which is the entire resson that i booked the stay, but after speaking to the hotel it was confirmed that they have not offered an airport shuttle for the past 2 years. My priceline rep spoke directly to the hotel and the hotel decided not to cancel the reservation because they stated they told priceline 2 years ago that they did not offer a shuttle and priceline never updated their listing with that information. Obviously this means priceline was in error but they refused to offer me a refund and only offered a 20% off voucher. The cost of a round trip taxi to the hotel was TWICE what I paid for the hotel, so I am not using thr hotel booking and am requesting a full refund. The priceline rep confirmed that our conversation was recorded and I will not be paying for this hotel booking and Priceline has lost a loyal customer.

  

  Business response

  07/01/2024

  Dear ***** *****,
  
  Thank you for contacting us regarding your hotel reservation at the ***** ***** ****** **** ****** for Request Number ***********.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that the hotel does not have an airport shuttle. We contacted the property and confirmed that you did not use the reservation; however, they denied our request for a refund. Since we value your business, we refunded the reservation cost of 142.97 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 response

  07/01/2024

  
  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

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked a stay at the ***** * in ***** for the night of June 11. I went in to the hotel when I arrived in ***** and started to check in. When I started checking in I got told I wouldn’t be able to check in because I was under 21. The front desk manager said explicitly that I would receive a full refund since I was under 21 and couldn’t stay for that reservation. The refund was not initiated. When I called Priceline, the booking service, they said they would have to check with the hotel to verify. When Priceline called the hotel, they said the hotel could not verify this and I would have to figure out who told me I would receive a refund. I was told explicitly I would receive a refund, and now I’m being told I have to remember who the name of the manager on premises at 12:30 AM, June 12. They are not honoring my promised refund and their phone number does not work. When being forwarded to the business on their published phone number, the call says “the person you’re trying to call cannot be found.” And hangs up. There are cameras in the establishment, so they should be able to verify my story, but I am currently unable to contact the hotel, and they refuse to corroborate what I was promised by them.

  Customer response

  06/21/2024

  ***** ****** ******* ************* ************************* ***** ********* **** *** **** **** ** *** *********** ************************ ******** ** ******** ********   *** ***** ***** *** ***** **** ************************ ***** *** **** ** ********* ** ********

   

  I received a refund from ***** * ***** and the issue is now resolved. I had to go through the third party to even contact the hotel, but ultimately did receive a refund.  

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Priceline scammed us out of our money. My wife and I have been waiting since March for a refund. Priceline changed our flight and did not rebook the selected seats we already paid for. We called for months and explained that we paid to pick our seats so that we could sit next to each other for our anniversary trip. We were told their agents would rebook seats. After waiting for weeks, we called ******* Airlines, who confirmed that Priceline never called and we still did not have selected seats next to each other. The last several weeks, we spoke to some supervisors: Charlie, Marie, and Juan. Charlie claimed he would call ******* himself and call us back when he rebooked. Turns out he never did because we checked with ******* and there was no record of this. We called Priceline back the next week and Marine said that we would get our refund by the end of the week. She also said she would call us back for this, which she also never did. We checked with ******* again and we still did not have seats. We called Priceline again and spoke to Juan, who said he would put in that refund request again for $180 on our Apple Card and that we would get this by the end of the week. We waited and by at the end of the week, still no refund. Once again, we called Priceline and spoke to Charlie. He read off the script like the others did, saying that he would put in a request and we would get it by the end of the week. He also said he would call us back at the end of the day and send us an email. Again, he deceived us and still to this day, no email, no phone call, and still no refund. Very unprofessional and dishonest company cheating us out of our money. Our trip is next week, so we have to rebuy seats we already paid for, and we still do not have our refund. As you can see in the photos, when they rebooked us, the amount was lower because they didn’t book our seats. Yet we never got our refund for the difference. Reference #s: Case #*** *** **** Trip #****** Supervisor #*******

  

  Business response

  06/27/2024

  Dear ***** ****,
  
  Thank you for reaching out to us regarding your ******* Airlines ticket with Trip Number *********16. We have received your complaint submitted to the Better Business Bureau and are dedicated to addressing your concerns.
  
  We sincerely regret any inconvenience caused. Upon thorough review, we have agreed to refund the amount paid for your seats. Our records indicate that an initial refund of $14.00 USD was issued on January 7, 2024. This amount will be deducted from the $143.65 USD paid for the seats. We are pleased to inform you that a refund of $129.65 USD has been processed today, June 27, 2024. Refunds are typically processed within one business day, and the timing of the posting may vary depending on your bank's processing schedule.
  
  We appreciate your understanding and patience throughout this process. If you have any further questions or require additional assistance, please do not hesitate to contact us.
  
  Wishing you continued health and safety.
  
   
  
  Sincerely,
  Executive Offices

  Customer response

  06/28/2024

  
  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.
  
  Thank you to the BBB for stepping in to resolve this. Without their help, we would never have gotten a response.

• Initial Complaint

  06/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On May 22, 2024, I made a flight reservation (trip# ************16) through Priceline. within 24 hours I cancelled that reservation and agent confirm I will be issued a full refund to my credit card within 1 business day. Till date I haven't received a refund in my credit card. Since then I have made multiple attempts and I'm getting only one answer that the refund was issued and was advised to follow up with my bank. I checked with my bank and they said no refund in pending status and they only take max 15 days to process in any case. its been way more than 15 days. I have made multiple calls to Priceline and but getting no resolution. They said they can't do anything and redirecting me to my bank or the airline. my credit card was charged by priceline not the airline but Priceline is denying to investigate the refund status. it seems they didn't even issued a refund.

  

  Business response

  06/26/2024

  Dear ***** *****,
  
  Thank you for contacting us regarding your WestJet ticket with Trip Number *********16. We have received your complaint filed with the Better Business Bureau and are committed to resolving your concerns.
  
  We sincerely apologize for the delay in processing your refund. Your case has been escalated to our Accounting Department, who have confirmed that the refund attempt was unsuccessful initially. They have initiated a reprocessing of the refund today, June 26, 2024. Please be aware that it may take up to 10 business days for the refund to reflect in your account, depending on your bank's processing time.
  
  We appreciate your understanding and patience in this matter. Should you have any further questions or require additional assistance, please do not hesitate to contact us.
  
  Wishing you continued health and safety.
  
  
  Sincerely,
  Executive Offices

  Customer response

  06/30/2024

  
  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

  06/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On May 10, 2024, I made a car rental reservation through Priceline for 6/15 - 6/22/2024 at *** (**** ********** *******), using a company named ****. When I arrived at the rental counter, the rep told me that I could not rent without purchasing their own insurance coverage. I explained that I rent on a regular basis and always use my own personal auto insurance (through ***********) for liability and my ****** **** **** card for comprehensive insurance. They stated that they only accept personal auto insurance from *****, ***** ****, ********, ******* ******, IF the policy has at least $1mil liability coverage, and IF the coverage date started at least 3 months prior. Also, if I use my own policy which meets their requirements, a $14.97/day administrative fee is required. They refused to accept my *********** policy and insisted that I could not rent without purchasing their insurance. They refused to let me speak with a manager and refused to give me a refund, stating that their policy was available online at the time I made the reservation. I ended up going back to the airport and rented a car from another company. I called Priceline and explained the situation in detail to their representative Michael. He stated that the rental company has the right to their own policy and he could not give me a refund. I went back my Priceline reservation and looked at all the fine print, and there is nothing there reflecting the insurance company requirements which were posted at the rental counter. I believe **** is running a bait-and-switch operation, and Priceline is also at fault for partnering with them and not honoring the policies listed online. The personal insurance requirements posted at the rental counter appear designed to effectively exclude all personal auto policies. For example, they require liability limit of at least one million; I am not aware of any non-commercial auto policy which has a liability limit over $500k without a separate umbrella policy.

  

  Business response

  06/26/2024

  Dear ******* *****,
  
  Thank you for contacting us regarding your rental car reservation with **** Car Rental for Trip Number *********17.
  
  We are writing in response to your Better Business complaint.
  
  We understand you requested a refund for your reservation due to the mandatory insurance coverage by **** Car Rental. Upon review, **** Car Rental has not provided us with their insurance requirements stating that they only accept personal auto insurance from *****, ***** ****, ********, ******* ******, and the $14.97/day administrative fee if the customer uses his policy which meets their requirements. Therefore, as goodwill, we refunded $175 for the booking cost to the original form of payment used to make the purchase. Our system will process 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 this has caused.
  
  Sincerely,
  
  Executive Offices

  

  Business response

  06/26/2024

  Dear ******* *****,
  
  Thank you for contacting us regarding your rental car reservation with **** Car Rental for Trip Number *********17.
  
  We are writing in response to your Better Business complaint.
  
  We understand you requested a refund for your reservation due to the mandatory insurance coverage by **** Car Rental. Upon review, **** Car Rental has not provided us with their insurance requirements stating that they only accept personal auto insurance from *****, ***** ****, ********, ******* ******, and the $14.97/day administrative fee if the customer uses his policy which meets their requirements. Therefore, as goodwill, we refunded $175 for the booking cost to the original form of payment used to make the purchase. Our system will process 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 this has caused.
  
  Sincerely,
  
  Executive Offices

  Customer response

  06/26/2024

  
  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.
  

  I urge you to look at the reviews for **** in **** **********. What happened to me is NOT an isolated incident. There are 45 reviews on ****** ****, nearly all one-star reviews describing an experience similar to mine.

  Frankly I am appalled that a service as well-regarded as Priceline would partner with places like this. For the sake of Priceline's reputation, please stop working with companies like ****.
  

  
  Sincerely,
  
  ******* *****

  Customer response

  06/26/2024

  
  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.
  

  I urge you to look at the reviews for **** in **** **********. What happened to me is NOT an isolated incident. There are 45 reviews on ****** ****, nearly all one-star reviews describing an experience similar to mine.

  Frankly I am appalled that a service as well-regarded as Priceline would partner with places like this. For the sake of Priceline's reputation, please stop working with companies like ****.
  

  
  Sincerely,
  
  ******* *****

• Initial Complaint

  06/17/2024

  Complaint Type:

  Facilities Issues

  Status:

  Resolved

  More info

  I booked a 3 night stay at an all-inclusive resort that includes alcoholic beverages. The resort is located in ****** and part of my stay overlapped with the ******* ************ *********. A longstanding ******* law (over 100 years old) known as "*** ****" prohibits alcoholic service during elections. As a result, the resort was unable to provide alcoholic service for 2 out of the 3 nights of my stay. However, none of this was disclosed in the Priceline bill of sale or itinerary that such services would be disrupted during my dates of stay. It clearly mentions in the bill of sale that the rate is "all-inclusive". The resort website also clearly discloses what this rate includes. This is not a last minute law, emergency unforeseen event, or act of god. Presidential elections, their timing, and the rules surrounding "*** ****" are widely known in ******. There were no differences in room rates both before, during, and after this prohibition law went into effect. I paid for services that were not rendered and this is a breach of contract. Priceline refused to provide any compensation after speaking with their customer service reps.

  

  Business response

  06/26/2024

  Dear ***** *** ***,
  
  Thank you for contacting us regarding your hotel reservation at the ***** ****** **** * *** ***** *** *** ********* * ****** **** for Request Number *********18.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand your concern regarding the guaranteed amenity on your reservation. We contacted our travel partner, who confirmed with the hotel that it was a government mandate to prohibit alcohol distribution. Although you used the reservation, we refunded 300 USD since we value your business. 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 response

  06/27/2024

  
  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

  06/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 5, 2024, I made a reservation through a third party (Priceline) to stay at this hotel for 1 day / June 9,2024 (check-in). On June 8,2024 I contacted Priceline to advise them I would have to cancel the reservation due to a family emergency, Priceline contacted the ******* *** location on **** **** **** *** ******** ** to advise them of the request to refund due to the above mentioned family emergency. After being placed on hold with Priceline for over 45 minutes, they advised they were not able to get in contact with the hotel management and would follow up with me in a few hours. I never heard back from the hotel or Priceline. On June 14, 2024 I contacted the hotel and spoke to "ALEX" who claimed, he is the owner of the hotel and would not be refunding the amount paid unless he has proof of medical stay or records. This statement here is a violation of federal law! I can not release a family members records to someone that is just another individual essentially and serves no lawful/civil purpose. This is clearly a violation of HIPAA laws as the law states "The HIPAA rules prohibit those that have your health info from disclosing it to third parties without your permission" in this case the family member is NOT disclosing any and all medical information. The complaint has been filed with ****** ****** who is part of the ******* *** franchise under Reference # 12204053. If a resolution is not provided by either Priceline or ******* *** , I will be escalating this matter to the ******* ***** ********** for an enforcement action. Additional Information : PRICELINE TRIP# ************16 HOTEL CONFIRMATION # *********** SCHEDULED CHECK IN JUNE 9, 2024 AMOUNT PAID $ 72.96 HOTEL INFO: ******* *** * ****** ******** ********* ***** **** **** **** ****** * ******** ** *****

  

  Business response

  06/23/2024

  Dear ***** ****,
  
  Thank you for contacting us regarding your reservation with Trip Number *********16. We are writing in response to your Better Business Bureau.
  

  We understand that certain things could disrupt your travel plans so we took this opportunity to review the details of your booking including the cancellation policy presented at the time of purchase. The particular reservation that you booked features a deeply discounted rate that does not allow any changes or cancellations.
  

  Regarding your request for a refund, we understand your point that the hotel is not providing an exemption without supporting documentation. We also would like to clarify that our hands are tied in this matter, as the hotel has made it clear that they will not approve a refund for this type of booking.
  

  Although this may not be the desired outcome, we appreciate the opportunity to review your request.
  

   

  Sincerely,
  Executive Offices

  Customer response

  06/24/2024

  
  Complaint: ********
  
  I am rejecting this response because: Priceline is the company advertising these services at the rates they wish to present it at. Priceline has a duty to protect their customers and step in when necessary. If this matter is not resolved amicably, I will be filing a ******* ***** ********** and file a civil rights violation lawsuit against both parties including Priceline and the hotel. 
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  06/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased two airline tickets charged for 1555.24 on March 20 and cancelled within two hours and later received cancellation confirmed email. There was a pending charge on our *** credit card on March 21, and the Priceline custom representative told us that it would take 10 days to process the refund. We received the refund on March 29 since the pending charge on the *** credit card is gone. But On April 5, we got alert notification that there was a $1555.24 charge again. We didn't make any purchase or authorized any payment for the charge after we cancelled the March 20's reservation. We tried to contact the Priceline but no response received.

  Customer response

  06/20/2024

  I'd like to cancel my complaint (Complaint ID:********) because the issue has been resolved by my credit company.  We really appreciate BBB the effort to help us. Thank you!

• Initial Complaint

  06/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I booked a hotel stay with Priceline they have a vip booking guarantee if you find the price cheaper they will honor it and they would not with in 20 min found a cheaper price they sent an email asking for the cheaper pricing sent that they still said no called the hotel to see if they would cancel and the would not Priceline is ripping people off why would I pay 136 and I found it for $55 now the price dropped again for 40 they are wrong I want all my money back!!

  

  Business response

  06/23/2024

  Dear ***** *******,
  
  Thank you for contacting us regarding your reservation with Trip Number *********16 / *********18
  

  We received your Better Business Bureau's concern.
  

  We understand that you are requesting a refund on your ********* ******** **** booking.
  

  We would like to clarify that our Best Price Guarantee (BPG) has certain requirements that must be met to qualify for a refund.
  

  Specifically, the same itinerary must match our records. In your case, while the hotel booking details appear to match, the room type differs between the two reservations. As this is a key qualifier for our BPG, we regret to inform you that we are unable to honor your request at this time.
  

  However, we are willing to try contacting the hotel again to explain the situation and request an exception, subject to their approval. We understand that this may cause some inconvenience and appreciate your patience and understanding as we work towards a resolution.
  

  Once again, we apologize for any frustration this may have caused and appreciate your cooperation in this matter.
  

   

  Sincerely,
  Executive Offices

• Initial Complaint

  06/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Priceline states that amenities were available that I paid for this hotel that were not available. I asked for a partial refund as this ruined my childrens trip, as they were very upset about the pool being closed and I was upset because the workout room was closed. This location didn't mention anything in the booking of that these would not be available. I am asking for a partial refund for service not rendered. I paid 140 for one night. Hotels in this area without these amenities go for around 80.

  

  Business response

  06/21/2024

  Dear ***** ****,
  
  Thank you for contacting us regarding your ******* ****** ********** ******** **** **** reservation with Trip Number *********18.
  
  We are sorry to hear about the experience you had during your stay. We have received your concern with the Better Business Bureau and we are currently working to resolve this issue for you. We have requested research regarding your booking and a refund request. We are working closely with the highest associate of the hotel to find a solution.
  
  Please give us 5-7 business days to work on this matter, and then respond to this email. We will provide you with an update as soon as possible.
  
  We appreciate your patience while we continue to work on resolving your issue. Stay safe!
  
  
  Sincerely,
  Executive Offices

*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. ↩