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:06/30/2025

  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.

  Subject: Lap infant included during booking, but removed from itinerary after payment – Priceline misleading practice
  
  I recently booked a flight through Priceline.com for two adults and one lap infant from ****** (*****) to ***** ****** (********) on *******. During the booking process, Priceline’s system included a clear dropdown option to add a lap infant, and I selected it. The system then displayed a total fare that included the infant, and I proceeded to make the payment based on that quote.
  
  However, once the booking was confirmed, the itinerary only listed two adults, and there was no mention of the lap infant. I contacted Priceline support immediately. They are now demanding an additional $68 USD to add the infant, despite the fact that the infant was included at the time of booking.
  
  This is deceptive. The platform presented a confirmed fare with infant included, but after payment, removed the infant and is now trying to charge extra for what was already agreed. This creates undue stress and violates consumer trust—especially for international travel with a child.
  
  I am requesting that the U.S. Department of Transportation investigate Priceline for misleading and unfair booking practices, and that Priceline be required to honor the fare originally displayed during booking without demanding additional payment for the infant. I have screenshots of the booking process as proof.

  

  Business Response

  Date: 07/09/2025

  Dear **** *******,
  
  Thank you for contacting us regarding your ******* tickets associated with Trip Number ********518. We are responding to your recent complaint submitted to the Better Business Bureau.
  
  We understand that you are requesting a refund due to the additional fee required to add your child to the booking. Upon reviewing the fare rules and restrictions applicable to your ticket, please note that it is non-refundable.
  
  At the same time, we are actively investigating the issue with your booking. Meanwhile, we recommend contacting our call center to proceed with adding your child (infant) to your reservation. The fee for this service is USD 68.00.
  
  Once the fee has been paid, kindly submit a rejection notice to the BBB, and we will initiate a refund of the USD 68.00 via check or ACH.
  
  We appreciate your time and attention to this matter and look forward to your response.
  
  
  Sincerely,
  Executive Offices

  

  Business Response

  Date: 07/09/2025

  Dear **** *******,
  
  Thank you for contacting us regarding your ******* tickets associated with Trip Number ********518. We are responding to your recent complaint submitted to the Better Business Bureau.
  
  We understand that you are requesting a refund due to the additional fee required to add your child to the booking. Upon reviewing the fare rules and restrictions applicable to your ticket, please note that it is non-refundable.
  
  At the same time, we are actively investigating the issue with your booking. Meanwhile, we recommend contacting our call center to proceed with adding your child (infant) to your reservation. The fee for this service is USD 68.00.
  
  Once the fee has been paid, kindly submit a rejection notice to the BBB, and we will initiate a refund of the USD 68.00 via check or ACH.
  
  We appreciate your time and attention to this matter and look forward to your response.
  
  
  Sincerely,
  Executive Offices

  

  Business Response

  Date: 07/09/2025

  Dear **** *******,
  
  Thank you for contacting us regarding your ******* tickets associated with Trip Number ********518. We are responding to your recent complaint submitted to the Better Business Bureau.
  
  We understand that you are requesting a refund due to the additional fee required to add your child to the booking. Upon reviewing the fare rules and restrictions applicable to your ticket, please note that it is non-refundable.
  
  At the same time, we are actively investigating the issue with your booking. Meanwhile, we recommend contacting our call center to proceed with adding your child (infant) to your reservation. The fee for this service is USD 68.00.
  
  Once the fee has been paid, kindly submit a rejection notice to the BBB, and we will initiate a refund of the USD 68.00 via check or ACH.
  
  We appreciate your time and attention to this matter and look forward to your response.
  
  
  Sincerely,
  Executive Offices

  Customer Answer

  Date: 07/13/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Very late resolution and asking more payemet after booking new booking  
  
  Sincerely,
  
  
  
  **** *******

  Customer Answer

  Date: 07/13/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Very late resolution and asking more payemet after booking new booking  
  
  Sincerely,
  
  
  
  **** *******

  Customer Answer

  Date: 07/13/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Very late resolution and asking more payemet after booking new booking  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:06/30/2025

  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.

  Priceline charged me more than triple the price of the flight, they also have
  not responded when there were significant changes to the flight that ruined my travel plans. I have asked for a refund or change of flight but nobody from Priceline has been able to help

  Customer Answer

  Date: 06/30/2025

  I talked to a representative yesterday and he was able to refund part of my $. Im just frustrated that they took so long to get ahold of and I ended up paying 3x's the price of the ticket.

• Initial Complaint

  Date:06/27/2025

  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.

  Issue description:
  I booked and paid for a 4star resort from Priceline. The booking was for a 4 star resort, that included a day Spa, sauna, steam room, hot tub, and a commercial gym. The room was supposed to be a king size bed, with a balcony, and full sized kitchen. This was in *******, *************. Idrove a total of 6 hours there/ back. I even called to verify my accommodations with Priceline and they assured me of my booking and accommodations were guaranteed and accurate. When I arrived at the hotel ********** ***** ******** ** this was not a 4 star hotel a 2.5 at best. The room and nothing that was guaranteed, no kitchen, no balcony. Talking to the hotel staff, the hotel had no: Day Spa, steam room, sauna, commercial size gym, balconies, no kitchen in room, no suites, no elevators, except service elevators located at the complete end of several vast hallways. There was no room service and the pool was not accessible. I have all of this documented from Priceline and the hotel. This is clearly a bait and switch operation and I would like a full refund.

  

  Business Response

  Date: 07/09/2025

  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 due to the unavailability of some guaranteed amenities. We have contacted the hotel and confirmed that you utilized the reservation. As a valued customer, we have processed a refund of 20% of the reservation cost, totaling 83.21 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

  Customer Answer

  Date: 07/10/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I requested a full refund of my trip for $416.06 false advertisement and bait and switch. For a hotel that offered nothing I paid for and ruined my trip 
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:06/26/2025

  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.

  We booked the flight , hotel and car rental with through Priceline.(Trip#**********5-16).
  Rental car was canceled at 11th minutes by rental car company (******* *** ****** ) in ******* **. Priceline refund $60.
  I called the Priceline and get me another car,
  Representative recommended me to book another car from airport and Priceline will reimburse the money for the same midsize rental car for same amount of day as previous rental car.
  I get the car from budget at the airport.
  With several calls and email , Priceline didn’t reimburse the money as assured.
  My vacation was on 4/16/25-4/22/25.
  Help me to get my money back as promised.

  

  Business Response

  Date: 07/08/2025

  Dear ***** *******,
  
  Thank you for contacting us regarding your rental car reservation with ******* *** ****** for Trip Number ********516.
  
  We are writing in response to your Better Business complaint.
  
  We apologize for the inconvenience caused by an issue with vehicle availability at the ******* *** ****** counter, and the delay in resolving your issue. The receipt for your new booking with ****** **** * *** shows a bill of $747.74 for a 6-day Intermediate/Mid-Size Car rental. However, it included a $110.82 charge for Optional Items (Tolls - $67.45 and Fuel Purchase Option - $43.37), which is not included in the compensable cost of your new reservation. Therefore, we excluded the optional items from the calculation of the rate difference, and submitted a check refund of $576.92 to our Management Team for processing. You can expect a check for this amount within 15 business days.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:06/26/2025

  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.

  Date of Transaction: 06/23/2025
  Amount Paid: $188.00
  Business Name: Priceline.com / ******* *** ********** (Booked through Priceline)
  What the Business Committed to Provide:
  Priceline, through its platform, committed to provide a clean, safe, and sanitary hotel room at the ******* *** in **********. As a Priceline Gold Member, I also expected elevated customer support in case of any issues.
  Nature of the Dispute:
  Upon entering the room on June 23, 2025, I discovered a live cockroach crawling in the bathtub (See pics), creating a serious health hazard. I immediately reported the issue to the front desk and requested a different room. The hotel refused to move me, and instead called the police on me for raising the complaint. I was forced to leave the premises and secure lodging elsewhere at my own cost.
  I contacted Priceline expecting they would advocate for their customer and issue a refund. However, they refused to refund the $188 or offer any solution, despite being presented with photos evidence of the health violation.
  Did the Business Try to Resolve the Problem?
  No. Priceline offered no refund, no compensation, and made no enough effort to mediate with the hotel. They provided only generic replies the hotel provided them with and ignored my requests for escalation. The hotel itself refused to take corrective action and escalated the situation by involving law enforcement instead of addressing a legitimate concern.
  Desired Resolution:
  A full refund of $188
  A formal apology from Priceline for failing to protect its customer from unsanitary conditions and mistreatment.

  

  Business Response

  Date: 07/08/2025

  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 a refund for your reservation due to quality issues during your stay. Upon review, our records show we called the property on June 25, 2025, and spoke with the manager, who explained that their front desk offered you a different room, but you declined to swtich rooms and disagreed with the other options they offered. The manager added that they called a police on you for yelling, threatening, cursing and calling the front desk names. Dur to this, we did not obtain approval to process a refund. Regrettably, your reservation remains non-refundable.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:06/26/2025

  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.

  Warning: Do NOT Use Priceline
  
  I’m writing this as a serious warning to anyone considering using Priceline. Over two months ago, I booked a flight through them. When the airline (******) canceled the flight, ****** issued a refund — to Priceline. However, Priceline has refused to return my money.
  
  Despite multiple attempts to resolve this and even initiating a chargeback through my credit card, Priceline fought the dispute and I still haven’t received a single dollar. They’ve had my money for over two months — money that was refunded to them by the airline. At this point, it feels like outright theft.
  
  This company does not stand by its customers and offers zero accountability. I strongly advise against using Priceline for any travel booking. If something goes wrong, you’ll be on your own — and out of pocket
  
  I am working with my credit card company to appeal the denied chargeback right now. This is all a mess.

  

  Business Response

  Date: 07/02/2025

  Dear ****** *******,
  
  We are writing in reference to your reservations with ****** ******** under Trip Number ********517. We have received your correspondence submitted through the Better Business Bureau.
  
  We understand that you are waiting for your refund from ****** ********. We were notified on June 3, 2025, that you initiated a dispute of this transaction with your financial institution. As a result, a chargeback process has commenced between your bank and Priceline. Please note that during this process, all communications regarding the case must be directed to your bank.
  
  We are only able to proceed with a further review once the chargeback has been fully resolved. To that end, we kindly request that you provide us with the official decision letter from your bank once it becomes available.
  
  
  Sincerely,
  Executive Offices

• Initial Complaint

  Date:06/26/2025

  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.

  Paid Priceline for a hotel stay 5/17/20
  They never paid hotel. I paid twice

  

  Business Response

  Date: 07/08/2025

  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 apologize for the inconvenience for incurring a duplicate charge for your prepaid booking. Our records show we called the property on June 26, 2025, and obtained approval to issue a refund for your room accommodation. Therefore, we refunded $341.67 on June 26, 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.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:06/25/2025

  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 june 7th I accidentally booked a room through Priceline. It had the wrong date. As soon as I saw the confirmation I called the hotel to change the date. They did not have availability but did say they would cancel the reservation and grant a refund. The told me to call Priceline and they would confirm the cancellation. I called Priceline they said they would have to contact *********** to cancel. They attempted to do so but *********** did not respond. They said they would follow up with 3 days. I called again on 6/13 there had been no follow up. That day the representative called the hotel confirmed the cancellation and also stated she confirmed an email was sent. She again said *********** had to approve but she said everything that was needed had been done and to give it three days. There has been no response and no refund. I would like a refund the hotel agreed to cancel. I paid Priceline but they continue to say that *********** is responsible.

  

  Business Response

  Date: 07/07/2025

  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 a refund for your reservation due to the wrong dates. Upon review, our records show we called our booking partner on June 28, 2025, and confirmed with that the hotel agreed to cancel your reservation without a penalty. Therefore, we refunded $101.88 on June 28, 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.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 07/07/2025

  
  
  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:06/24/2025

  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.

  Priceline booked us for a room 8 hours away from home for our vacation, but the room they "booked" doesn't exist and they are refusing to refund us so we can get another hotel with that money. It is late and my kids are tired and ready for bed and there are no hotels available in this area. I tried for half an hour to get a refund so I can attempt to afford the more expensive hotels because they are the only ones that have vacancy and they refuse to fix the issue. My husband is still attempting to find us a place to sleep tonight so I can't get the exact dollar amount nor can I get the order number. But we were booked for ****** **** ******** ** ******* for a double queen room for tonight 6-21-2025

  Customer Answer

  Date: 06/24/2025

  The company FINALLY gave us a refund after fighting them for hours. They eventually got back with us around 10:30 pm and said they would not refund us but would find us a different hotel. We had to argue with them because at that point, because it was nearly 3 hours after the incident, we had already found a hotel 30 miles away without their help. They finally, after a long argument and after I told them I reported them, gave us our refund. 

  i would like my issue with the company to be shared with the public via ****** or their company website so others are aware of their scams. 

• Initial Complaint

  Date:06/24/2025

  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 purchased a round trip flight from *** to *** *****. I attempted to change my flight back to an earlier flight as I have to get back to work. I purchased flight insurance just to be safe. Priceline is not allowing me to move to an earlier flight even with the insurance.

  

  Business Response

  Date: 07/01/2025

  Dear **** ******,
  
  Thank you for reaching out regarding your ****** ******** ticket associated with Trip Number  ********518. We are writing in response to the concern you submitted through the Better Business Bureau.
  
  We understand you would like to utilize your purchased trip insurance to modify your itinerary. Please note that the insurance primarily provides coverage for cancellations or refunds, subject to the terms of the policy and the nature of the claim.
  

  To initiate a claim or for more information, we recommend contacting ****** directly using the following resources:
  Online Claim Initiation: ********************************** to get started
  For any other questions, visit Homepage - Description of coverage details
  Customer Account Page - ******************************
  

  Regarding your reservation, we have reviewed the fare rules and confirmed that the ticket was purchased under a non-changeable and non-refundable fare. Therefore, any refund or change request must be approved by the airline.

  As a courtesy, we reached out to ****** ******** to request an exception for either rebooking or a refund. Unfortunately, the airline did not approve the request, and the reservation remains non-refundable and non-changeable.
  
  We appreciate your time and understanding in this matter. Please don’t hesitate to reach out if you have further questions.
  
  
  Sincerely,
  Executive Offices