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 Ave Ste 3W01 Norwalk, CT 06854-1628

  
• 

  Priceline.com LLC

  5 High Ridge Park Stamford, CT 06905

  

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:06/12/2025

  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.

  To Whom It May Concern, I am writing to file a formal complaint against both Priceline and *** ******** ****** *** ***** (including *** *******) regarding an unresolved duplicate hotel booking and refund request. Through Priceline, I mistakenly booked four rooms for June 9–12, 2025 — two at *** ******* and two at *** ********. These bookings overlapped for the same guests and dates. I only needed two rooms and am requesting a full refund for the extra two. This has been extremely frustrating, especially considering my long-standing trust in both companies: • I’ve used Priceline for over 13 years, since I was a student in the U.S. • I had a great experience at *** ******** last summer, which led me to book again this year. • Unfortunately, this time has been marked by avoidance and poor communication. Here’s what happened: • The hotel acknowledged the duplicate booking and agreed to a refund, adding a note to my reservation. • Priceline claims that the hotel ask them to send email to them, and the presentative send the email to hotel several times. Now, they’re waiting for the hotel’s response. • The hotel insists they haven’t received anything from Priceline, but refuses to provide another contact, such as a direct line or alternate email to contact the whole sale department directly, to help resolve the matter. They keep asking Priceline to email again — even though the messages seemingly go nowhere. I’ve spent several hours on calls with Priceline and *** ******** ******, but no one has resolved the issue. Both parties blame each other, and I’m left without my refund. I am requesting: 1. A full refund for the two extra rooms (booking # *******************). 2. An explanation for the communication failure from the hotel. This experience has damaged my trust in both companies. I hope the BBB can help bring this matter to a timely and fair conclusion. Sincerely, ** ****

  Customer Answer

  Date: 06/12/2025

  They just solved the problem few hours after I submitted the complaint. Can I cancel my complaint? Thank you

• Initial Complaint

  Date:06/03/2025

  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.

  Book the reservation to priceline.com went to the property. Check-in wasn't any tissue in the room? The shower curtain looked like it had been drug through the mud mathemati, said **********. I'm on the property play music. The lady that works for the property. She's out there. Smoking cigarettes on the property. Doctor broom out like she's cleaning. She's a mega lean with the the people that live there. Cause they do drugs, the maintenance guy and his girlfriend they're on drugs. He's been there for a year. He came in the Room 10 × 2 fix the cable box. Then he could fix the cable box. So he called his girlfriend and they were in the room for about 30 minutes. Trying to hook up a cable box. Then the lady that works for this *****. *** ******* in *******, ****** on ***** ******** ******. They had to call her and she had to call ***. Cable to get the internet working the towels in the? The best one were wet from the previous person. That was in the room that the maid did not clean. The sheets were old. The bedding was old. She came in. And I seen her kick a meth pipe back out the door of the room. I was like being eaten by fairbugs. Try to get a refund from her. At least $40 from my $70.79. And she refuses to give me a refund back. I didn't stay but an hour and a 1/2 at this *****. Because I couldn't keep allowing bed bugs whatever bugs to keep biting on me. So I will be reaching out to the city of ******* to have them going in an expected *****. That ***** had a fire about a year ago and they still haven't repaired it. Still looks like a fire happened at this *****. The rooms are filthy. They're nasty and I want a refund of my money back $11.35 is not gonna cut it ***********. Because how do ***********?He even have anything to do with it and I book through price line.How does all these different people get to have all my information when I only booked with price line

  

  Business Response

  Date: 06/12/2025

  Dear ***** ****,
  
  Thank you for contacting us regarding your reservation at *** ******* ***** *******- ******** ** for Trip Number ********518.
  
  We are writing in response to your Better Business complaint.
  
  We understand you requested a refund for your reservation due to bed bugs and quality concerns. Upon review, our records show that *********** is the provider for your reservation. 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, and we apologize for the inconvenience caused.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 06/12/2025

  
  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:05/30/2025

  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 reserved a room for 5 nights at ***** * in ******** ** through priceline.com. starting May 26 ,2025 ending May 30, 2025. I got caught in traffic and couldn't arrive at the hotel until after 12. I called 7 times to explain the situation to the hotel and no answer. To show up at 130 am on the 27th for them to say they cancelled my reservation. Priceline informed me that I would get a full refund and have yet to receive one. Also my reservation is still currently active

  

  Business Response

  Date: 06/11/2025

  Dear ***** ****,
  
  Thank you for contacting us regarding your reservation at the ******* ******** ** for Trip Number ********518.
  
  We are writing in response to your Better Business complaint.
  
  We understand you requested a refund for your reservation after the hotel refused to accommodate you due to late arrival. Per review, our records show confirmation from the property that they canceled your reservation without a penalty. Therefore, we refunded $254 on June 08, 2025, 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 caused.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 06/11/2025

  
  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:05/29/2025

  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 cruise with priceline on April 26 2025 and paid a total of $1205.98. I had asked them to get the leisure care insurance tranfered to the booking and was told that would be no problem. I paid $1205.98 on April 26, 2025 and I am canceling the booking on May 28, 2025 due to the fact that they have canceled and rebooked to another company without my knowledge or permission. The change to the new company was made on May 24, 2025. They canceled my booking with Priceline and booked it through a company called CruisesOnly. I did not authorize this change but that is what happened. I cancelled my booking on May 28 2024 and was told that I would not receive my full refund because it has been over 10 days. This payment was made way before the change was made. I am requesting a full refund of $1205.98

  

  Business Response

  Date: 06/10/2025

  Dear ******** *****,
  
  Thank you for reaching out to us. We are responding to your Better Business Bureau complaint.
  
  Your matter has been forwarded to our Cruise Department, and we have requested that they contact you directly within 5-10 business days.
  
  We appreciate your patience and wish you good health and safety.
  

  
  Sincerely,
  Executive Offices

  Customer Answer

  Date: 06/12/2025

  This issue has been resolved to my satisfaction. There is no need for any additional followup. Thank you 

• Initial Complaint

  Date:05/28/2025

  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.

  I thought I made a reservation directly through the hotel. somehow it ended up being booked through priceline, we've had a family emergency and I'm trying to cancel or modify the reservation Priceline deflects and has sent me to multiple companies saying the cannot help me including the hotel directly I fell like they took care of me in my old age

  

  Business Response

  Date: 06/05/2025

  Dear *** *****,
  
  Thank you for contacting us regarding your reservation at the ********** ****** ** ******** ******** for Trip Number ********395.
  
  We are writing in response to your Better Business complaint.
  
  We understand you requested to cancel your reservation due to a family emergency. Upon review, our records show that you booked your room accommodation through one of our affiliates, *******************. After receiving your BBB complaint, we called the hotel and confirmed with the front desk that they canceled your reservation on May 27, 2025, without a penalty. Therefore, we processed a refund for the booking cost. Kindly call ******************* at the number provided in your confirmation email to confirm your refund.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:05/28/2025

  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 at ***** ******* ******* through Priceline for May 26-31, 2025. When booking, different room types had different rates and I selected a more expensive room type (King bed, oceanfront) which was about $300 more than a city view room option. When I checked in to the hotel, they said the room type on the reservation Priceline sent was for city view. I spent multiple calls and multiple hours while on vacation between Priceline customer support and the hotel staff trying to either get the correct room type that I paid for or a refund on the difference of cost of the room type I got. Priceline Support gave me the run around and put me on hold several times, some exceeding an hour wait time after being told it would be 15 minutes to find a supervisor to help me resolve this. I am seeking Priceline to refund me the price difference ($300) of the room that I paid to upgrade to vs. the room type the gave me.

  Customer Answer

  Date: 05/31/2025

  After calling Priceline's Support for the 5th time, I was eventually offered a refund of $198.  This is not the entire difference that they should pay me, but I accepted this because I have spent several hours and at this point am willing to accept this partial refund and no longer waste time trying to resolve this with Priceline.  You can close this case.  The tactics Priceline is using is unethical though and is designed to do exactly this, which is waste the customer's time until they eventually get so frustrated that they give up.

• Initial Complaint

  Date:05/28/2025

  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.

  i bouth a flight ticket for my wife from **** **** **** ** to *** **** ** . she refuse to flight do a ****** ****** policies agains inmigrants she only have work permit. so i try to cancel the flight but they got a polisy you cant .i contact the air line they cancel the flight but noeone responsable for the refund

  

  Business Response

  Date: 06/10/2025

  Dear **** ****,
  
  Thank you for contacting us regarding your girlfriend’s ***** *** ***** reservation associated with Trip Number ********517. We are writing in response to the complaint submitted to the Better Business Bureau.
  
  We understand your request for a refund due to visa-related issues that prevented her from traveling. Please note that it is the traveler’s responsibility to ensure all necessary travel documentation and entry requirements are met prior to departure. For the most accurate and up-to-date information, we recommend consulting the appropriate embassy or consulate. Additional guidance can also be found on our website under the Help Section – Frequently Asked Questions: ***************************
  
  Upon reviewing the fare rules associated with this ticket, we confirmed that it is non-refundable and non-changeable. That said, as a courtesy, we reached out to ***** *** ***** to request an exception for a refund or rebooking. Unfortunately, the airline did not authorize an exception, and as a result, the reservation remains non-refundable and cannot be modified.
  
  We appreciate your understanding and the opportunity to address your concerns.
  
  
  Sincerely,
  Executive Offices

  Customer Answer

  Date: 06/10/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ****  i paid ***** *** ***** insurance for those tickets, for at léase reshedule or for future credit

• Initial Complaint

  Date:05/28/2025

  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 May 4th I had a reservation at the **** *** ** ******* Located at *** ******* **** *********** *** *****. I was looking forward to taking a hot shower after traveling for 17 hours straight. When we arrived at the location, we went into our room and it was nothing short of disgusting. The room had a foul smell of must and mold. I looked in the bathroom and there was brown scum caked on the shower and tub, and the shower curtain was filthy with mold. I took photos of the bathtub and shower as proof. I went back to the front desk and complained and were refunded our DEPOSIT of $115 with no issues, but the woman at the desk explained that in order to get our $80.97 refunded, we would have to go through the 3rd party we booked it with (Priceline). Additionally, we want the amount we had to pay for the other hotel we ended up staying at (Best Western in ***********). which was $149.80. We have spent many hours and made over 12 phone calls trying to get this resolved with no resolve whatsoever. The many times when we have called Priceline, they tell us they have to call the hotel to verify our stay and negotiate the refund. However, when the Priceline representatives have tried to call the hotel to verify our stay while we were on hold, they have either been hung up on, been yelled at and called vulgar names, or simply not answered the phone. This was expressed to me directly by the Priceline representatives we spoke to on the phone. We have reached the point of exhaustion with this issue and hope you are able to assist in the final resolve.

  

  Business Response

  Date: 06/05/2025

  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 you were dissatisfied with your recent hotel accommodations. Please be assured that we take your feedback seriously and address all concerns directly with our hotel partners. This helps them improve their services and ensures better experiences for future guests. We contacted the property to request an exception or a refund, but we did not obtain approval since there were no complaints noted during your stay. 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 September 3, 2025, at 11:09 AM 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:05/27/2025

  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.

  ? Subject: Formal Complaint Regarding False Advertising – No Breakfast Provided at ********* ******** To Whom It May Concern, I am writing to formally submit a complaint regarding a recent hotel reservation I booked through Priceline for the ********* ********, located at **** *** ********* ***** ******** ** *****. My booking confirmation number is *******906. When I made the reservation, Priceline’s listing clearly advertised “Free Breakfast” as one of the top amenities. However, during my stay, no breakfast was provided by the hotel. I have attached:    •   A screenshot of the Priceline listing showing “Free Breakfast”    •   A copy of the hotel receipt showing that breakfast was not included I contacted Priceline about the issue and offered to add the hotel to the call during our conversation, but the representative declined and stated it was not necessary. This response shows that Priceline had the opportunity to verify the issue but chose not to. This is a case of false advertising, and I am requesting a refund for the breakfast that was promised but not delivered. This caused inconvenience and misled me as a customer. Please review the attached documents and respond with a resolution at your earliest convenience. Sincerely, ******* *******

  

  Business Response

  Date: 06/05/2025

  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 the hotel did not honor the free breakfast. Please note that while you booked through Priceline.com, your reservation is serviced by one of our partners, ***********. We escalated your issue to our partner, and someone will get back to you with the resolution within 14 days.
  
  We apologize for the inconvenience, and we appreciate your time. 
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 06/08/2025

  
  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:05/27/2025

  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.

  My car rental reservation was canceled by the company because I was late picking it up. I prepaid so it shouldn’t matter what time I get there as the day is already paid for. It wasn’I pay when I get there then I could understand. Now Priceline says it’s non refundable. I’m not the one who cancelled so how can they keep all my money. Not even a discounted refund. Never using Priceline again

  

  Business Response

  Date: 06/04/2025

  Dear ******** *******,
  
  Thank you for contacting us regarding your rental car reservation with *** **** * *** for Trip Number ********517.
  
  We are writing in response to your Better Business complaint.
  
  We understand you requested a refund for your rental car after the counter canceled your booking due to late arrival. Currently, we are in contact with *** **** * *** on the status of your reservation. 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: 06/05/2025

  This is taking far too long. I called to delete my Priceline account and she assured me someone would be in contact with me in 5-10 days. I’ve heard nothing. Meanwhile, I rented a car through *******.  I will call again today to delete. To check on reservations is a phone call. It’s been since 5/23. It’s now 6/5.  I have also reported this to my bank and was assured they will investigate as well. This is fraud and I’ve been happily spreading the word throughout my travels and at work.  You got me for $82. In the end it will cost you more. It’s the principle of it all. You can’t just keep ppls money.  Called fraud. 
  I want a resolution today. Enough time has passed; this is ridiculous way to treat people and I won’t leave this alone til I get my full refund. 

  Customer Answer

  Date: 06/05/2025

  
  Complaint: ********
  
  I am rejecting this response because: 
  This is taking far too long. I called to delete my Priceline account and she assured me someone would be in contact with me in 5-10 days. I’ve heard nothing. Meanwhile, I rented a car through *******.  I will call again today to delete. To check on reservations is a phone call. It’s been since 5/23. It’s now 6/5.  I have also reported this to my bank and was assured they will investigate as well. This is fraud and I’ve been happily spreading the word throughout my travels and at work.  You got me for $82. In the end it will cost you more. It’s the principle of it all. You can’t just keep ppls money.  Called fraud. 
  I want a resolution today. Enough time has passed; this is ridiculous way to treat people and I won’t leave this alone til I get my full refund. 
  Sincerely,
  
  ******** *******

  Customer Answer

  Date: 06/09/2025

  I have received the refund. Thank you for addressing this matter. I didn’t want to have to go to this extreme. Hopefully in the future you will be more friendly to customers that just want what they pay for. No one intentionally throws money away. I prepaid and will never book with that car rental place in the future for sure. I would be more understanding if I hadn’t prepaid for the day I picked up the car.