Business Profile

Travel Agency

Priceline.com LLC

Headquarters

Complaints

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

Customer Complaints Summary

7,355 total complaints in the last 3 years.
2,220 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:03/11/2025
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 have been using Priceline for quite awhile now and recently have been having to do back-to-back bookings. Ordinarily i always use their express deals option but this last reservation from 3/9/2025 to 3/12/2025 i was looking for a hotel that had a bit more room for my 3yo son to be able to run around. I ended up choosing the ****** ******* ** ******* **********, the executive king room. THE ONLY REASON I BOOKED THIS HOTEL AND THIS ROOM WAS BECAUSE IT ADVERTISED HAVING TWO ROOMS. All Of the pictures for the room show it having two rooms and the description even says "the air conditioned double room...". Again, i never would have booked that hotel if it wasn't for that detail because I know what area it's in and I don't care for it's location whatsoever and certainly wouldn't have paid more than I usually do. After I checked in and saw the room it's just a basic single king room. The hotel staff says the priceline booking shows as a regular king room, priceline says the same thing. However that's NOT what I booked and was definitely not what was being advertised to me. After speaking to priceline the best they can do is give me a 15% coupon off a future express deal stay only. Wow. Thanks. In no way does that make up for my situation now. I spent more money than I would have doing my regular express stay booking, I'm staying with my 3yo son in a horribly shitty part of town and the room that was advertised to me was NOTHING like what I ended up getting. A complete waste of my time and money and all because of false advertisement on Pricelines behalf. And no offer to make things right or try to accommodate me in any way, just a measly 15% off a future stay when I already regularly get 8% off coupons after every stay. Completely insufficient when I was lied to.
Business Response
Date: 03/21/2025
Dear ******** Hopkins,

Thank you for contacting us regarding your hotel reservation at the ****** ******* ** ******* ********** ******** for Request Number ********516.

We are writing in response to your Better Business Bureau complaint.

We understand that you did not receive the guaranteed room type on your 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 51.14 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:03/10/2025
Type:Service or Repair 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 March 8, 2025, I made a reservation on Priceline for a total of $359.37. It was an express deal, so I got the name of the hotel after I made the reservation. On March 9, I found the same hotel offering the same room type for the same dates at a lower total price of $345.81. I found that Priceline offers a Better Price Guarantee, so I submitted the form with all the information requested, only to receive an email response saying that the lower rate was not publicly available. Well, I am their VIP member (free sign-up) and I logged into my account and the lower rate for the same hotel was available to me right there, without using any discount, so I do not find this reason valid. I have called Priceline customer service twice for clarification, but have not received a satisfactory response. I think Priceline is misrepresenting its Better Price Guarantee by refusing to honor such a small price difference.
Business Response
Date: 03/21/2025
Dear *** ***,

Thank you for contacting us regarding your hotel reservation at the ******* *** ***** **************** for Request Number ********517.

We are writing in response to your Better Business Bureau complaint.

We understand that you found a lower rate for your itinerary. We reviewed the information you provided and confirmed that the room type does not match your original booking. Your reservation was confirmed for Two Double Beds With Free Wifi, Free Breakfast, Microwave, Fridge, while your attached information shows a Double Room with Two Double Beds - Upper Floor/Non-Smoking. Also, you were logged in to your Priceline profile when you found the lower rate. Per the Best Price Guarantee policy, the itinerary details should be the same as the original booking and available to the general public. Regrettably, we cannot match the rates. For your reference, here is the link to our Best Price Guarantee policy.

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

Thank you for your time.

Sincerely,

Executive Offices
Initial Complaint
Date:03/10/2025
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 used priceline to book a car for my son’s first birthday trip to ****** in February. Priceline offered a car through ****** which I booked. A day before flying out I received an email from priceline that my reservation cannot be honored and is cancelled. I called priceline asking why this happened. They apologized for the cancellation and said I can book a new booking for the same car type same dates and same pick up drop off location and priceline will pay for the difference between the two reservations (there is email communication doc***nting this). I found a new booking through priceline for the same conditions as mentioned above for a significantly higher price as that was the only option available with ****. I submitted the information for the new booking after my trip was over. I didn’t hear anything from priceline. I called them back in March they refunded me for my initial booking (didn’t understand why) and said someone from a different team will reach out regarding the reimbursement of the difference. A week later I receive an email saying that you cancelled your initial reservation and according to policy we cannot reimburse you the difference between the two reservations. This has to be illegal to tell me to rebook something last minute only to extort more money from me by forcing me to make a new booking.
Business Response
Date: 03/20/2025
Dear *** ******,

Thank you for contacting us regarding your rental car reservation with ****** for Trip Number ********518.

We are writing in response to your Better Business complaint.

We apologize for the inconvenience caused by an issue with the rental car company's cancellation of your reservation. The receipt for your new reservation with **** Rent a Car shows a charge of $912.02 for a 4-day Intermediate SUV rental. We contacted ****** and confirmed that they canceled your reservation since they do not have SUVs available for rental on your scheduled pick-up date. As goodwill, we submitted a check refund request for $846.11 for the difference in rates 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
Customer Answer
Date: 03/20/2025

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:03/10/2025
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 trip for my daughter and I thru priceline. Our flight was delayed which caused our connecting flight to be missed and we tried to get on another flight and there was no room. We could not make our hotel or return trip due to not being able to get to the location in the first place due to flight issues. Priceline will not issue refund fir lost trip and took our money
Business Response
Date: 03/23/2025
Dear **** *******,
Thank you for contacting us regarding your reservation with Trip Number ********516.
We received your Better Business Bureau's concern.
We understand you are requesting a full refund regarding your booking with ******** *******s.
We sincerely apologize for the incontinence you experienced during the airline's flight delay. We checked that ******** *******s has refunded your flight to ********.
We requested a refund on the airline's website for your departing ticket and saw that it was approved on 03/20/25.
Please allow up to 7 business days for your bank to post the funds to your account, but posting still depends on your bank’s turnaround time.
Thank you for understanding and your patience.

Sincerely,
Executive Offices
Business Response
Date: 03/23/2025
Dear **** *******,
Thank you for contacting us regarding your reservation with Trip Number ********516.
We received your Better Business Bureau's concern.
We understand you are requesting a full refund regarding your booking with ******** *******s.
We sincerely apologize for the incontinence you experienced during the airline's flight delay. We checked that ******** *******s has refunded your flight to ********.
We requested a refund on the airline's website for your departing ticket and saw that it was approved on 03/20/25.
Please allow up to 7 business days for your bank to post the funds to your account, but posting still depends on your bank’s turnaround time.
Thank you for understanding and your patience.

Sincerely,
Executive Offices
Business Response
Date: 03/23/2025
Dear **** *******,
Thank you for contacting us regarding your reservation with Trip Number ********516.
We received your Better Business Bureau's concern.
We understand you are requesting a full refund regarding your booking with ******** *******s.
We sincerely apologize for the incontinence you experienced during the airline's flight delay. We checked that ******** *******s has refunded your flight to ********.
We requested a refund on the airline's website for your departing ticket and saw that it was approved on 03/20/25.
Please allow up to 7 business days for your bank to post the funds to your account, but posting still depends on your bank’s turnaround time.
Thank you for understanding and your patience.

Sincerely,
Executive Offices
Customer Answer
Date: 03/24/2025

Complaint: ********

I am rejecting this response because:
I have not been refunded the full amount paid to priceline for the round trip and hotel. I have been refunded only one leg of the flight by ******** *******s. Please see attached for what I paid vs what was refunded. We are still owed about half of the amount for our trip

Sincerely,

**** *******
Customer Answer
Date: 03/24/2025

Complaint: ********

I am rejecting this response because:
I have not been refunded the full amount paid to priceline for the round trip and hotel. I have been refunded only one leg of the flight by ******** *******s. Please see attached for what I paid vs what was refunded. We are still owed about half of the amount for our trip

Sincerely,

**** *******
Customer Answer
Date: 03/24/2025

Complaint: ********

I am rejecting this response because:
I have not been refunded the full amount paid to priceline for the round trip and hotel. I have been refunded only one leg of the flight by ******** *******s. Please see attached for what I paid vs what was refunded. We are still owed about half of the amount for our trip

Sincerely,

**** *******
Business Response
Date: 04/01/2025
Dear **** *******,

We want to update you regarding your recent travel arrangements. Your departure ticket was refunded on March 17, 2025, for a total of $335.18 (per passenger). Additionally, we have received confirmation that your return ticket was also refunded on March 20, 2025, to your **** ending in ****.
Regarding your hotel booking, we reached out to the hotel property, but unfortunately, the refund exception was denied. As a result, we regret to inform you that we cannot process a refund as the hotel has charged for your booking.
We understand this is not the outcome you were hoping for, and we appreciate your understanding in this matter. Please know that granting exceptions is beyond our control.
Thank you for your comprehension.

Sincerely,
Executive Offices
Business Response
Date: 04/01/2025
Dear **** *******,

We want to update you regarding your recent travel arrangements. Your departure ticket was refunded on March 17, 2025, for a total of $335.18 (per passenger). Additionally, we have received confirmation that your return ticket was also refunded on March 20, 2025, to your **** ending in ****.
Regarding your hotel booking, we reached out to the hotel property, but unfortunately, the refund exception was denied. As a result, we regret to inform you that we cannot process a refund as the hotel has charged for your booking.
We understand this is not the outcome you were hoping for, and we appreciate your understanding in this matter. Please know that granting exceptions is beyond our control.
Thank you for your comprehension.

Sincerely,
Executive Offices
Business Response
Date: 04/01/2025
Dear **** *******,

We want to update you regarding your recent travel arrangements. Your departure ticket was refunded on March 17, 2025, for a total of $335.18 (per passenger). Additionally, we have received confirmation that your return ticket was also refunded on March 20, 2025, to your **** ending in ****.
Regarding your hotel booking, we reached out to the hotel property, but unfortunately, the refund exception was denied. As a result, we regret to inform you that we cannot process a refund as the hotel has charged for your booking.
We understand this is not the outcome you were hoping for, and we appreciate your understanding in this matter. Please know that granting exceptions is beyond our control.
Thank you for your comprehension.

Sincerely,
Executive Offices
Initial Complaint
Date:03/10/2025
Type:Customer Service 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 have reached out to customer service and the 24/7 chat. Because I don’t have a current reservation I’m unable to bypass and speak with someone. My account is locked and I’m unable to access it. I didn’t call in Jan 2025 about this matter and never received any follow up feedback.
Business Response
Date: 03/22/2025
Dear ******** ********,

Thank you for contacting us regarding your Priceline profile.

We are writing in response to your Better Business Bureau complaint.

We understand that you are unable to access your profile. We will send you a link to reset your password; however, the link expires after an hour. To proceed with your request, please contact us at ###-###-#### and have your registered email address ready.

We apologize for the inconvenience and look forward to hearing from you.

Sincerely,

Executive Offices
Customer Answer
Date: 03/24/2025

Complaint: ********

I am rejecting this response because: Inhave yet to receive the link and when I call the phone number I have to provide confirmation number or trip number and I don’t have a recent trip or confirmation number. Is it possible someone from price line can call me regarding my acct since it’s difficult to speak to anyone at price line please.

Sincerely,

******** ********
Business Response
Date: 03/28/2025
Dear ******** ********,

We received your rejection.

Kindly provide us with the following information so we can have one of our ground support team contact you.

- Phone number
- Convenient time to reach you

We look forward to hearing from you.

Sincerely,

Executive Offices
Initial Complaint
Date:03/10/2025
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.
I booked a hotel room on Priceline for February. In the checkout screen it showed the hotel rate, fees and taxes. I agreed to the price. Upon check in, we were charged an extra $31 a night for resort fees at the hotel for a total of $95.34. These fees were not included in the checkout page nor were they disclosed. I reached out to Priceline and was told in the fine print we may be charged at the hotels for incidentals such as phone calls, mini bar etc. but this was a mandatory fee charged by the hotel at check in. Priceline refused to do anything about these charges. It’s my understanding they are required to disclose any mandatory hotel fees. When I’ve booked hotels through Priceline before, they always list the resort or hotel fees, if any, on the checkout page.
Business Response
Date: 03/20/2025
Dear ***** ****,

Thank you for contacting us regarding your hotel reservation at the ******* *** * ****** ******* ** * *********** **** for Request Number ********517.

We are writing in response to your Better Business Bureau complaint.

We understand that the hotel charged you for your prepaid reservation. Our records indicate that the hotel's charge of 95.34 USD was refunded on March 18, 2025. 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:03/10/2025
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.
My issue is that Priceline is vouching for hotels competence. They aren't taken complaints about the hotels through their app and taking money for stays knowing there may be issues with the property. I booked for two nights today until Tuesday checkout. Hours before check in I needed to cancel due to customer service issues with the owner. The rooms are filthy and the front desk clerk was rude. Priceline isn't protecting their customers, they are making sure hotels get money for stays even though their customers aren't satisfied with the hotel. Priceline is refusing me a full refund for a place I didn't even check into and stay. Priceline is taking money while promising no good service. After I made the reservation Priceline listed it the same room and hotel cheaper.
Business Response
Date: 03/20/2025
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 canceled the reservation because of the customer service you experienced with the hotel staff. When you canceled your reservation, you were informed that a cancellation fee would be applied. The cancellation fees are also outlined during the request process. Due to the restriction of this cancellation policy, we contacted the hotel to request an exception or a refund but did not obtain approval. Regrettably, the cancellation fee remains non-refundable.

Thank you for your time.

Sincerely,

Executive Offices
Initial Complaint
Date:03/10/2025
Type:Customer Service 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 many airline tickets from Priceline on February 15th but had a problem with 1 flight from ******** to **** **** for 2 people for a total of $203.00. I started to check the flight from ******** to **** **** to make sure I knew the luggage policy. I was planning on taking many bags and wanted to know the pricing. The airline "link for baggage fees" for ******* *** ******** ******* ******* operated by *** link on the Priceline website did not work. I then tried calling the airline in ********, no answer. I tried to look on the website of the airline but it says the airline can not help me if I did not buy the ticket directly from the airline. I then started to call Priceline ###-###-#### and called 2/12/25 (27minutes), never received a call back. I called on 2/24/25 (20min) and was given a case number *********6 and told I would have an answer in 24-48 hours, never called back. I called 3/8/25 (53min.) supervisor Ms. Met was going to "escalate" the case and would call me back in 24 hours with an answer. She called me back to tell me she had not received an answer from the airline. 3/9/25 (31 min) supervisor Mr. J****** said he could not help, but that he would ask for a higher supervisor to call me back in 24hours. If no one can contact to airline and Priceline had a bad "internet link" to confirm baggage pricing, I would like a refund to purchase new tickets from another airlines.
Business Response
Date: 03/19/2025
Dear *** *********

Good day. We are reaching out regarding your Better Business Bureau complaint related to your flight ticket under Trip Number ********517.

We sincerely apologize for any inconvenience this situation may have caused. Please rest assured that we are carefully reviewing the matter and are committed to resolving your concern as quickly as possible. We greatly appreciate your patience throughout this process. Kindly respond to a BB rejection after 5 business days, and we will provide an update as soon as possible.

Wishing you continued safety and good health.

Sincerely,
Executive Offices
Initial Complaint
Date:03/07/2025
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.
Made a reservation and cancelled the reservation the same day and they kept my money.
Business Response
Date: 03/20/2025
Dear ****** *******,

Thank you for contacting us regarding your hotel reservation at the ******* *** ** ****** * ****** ****** * **** ***** for Request Number ********517.

We are writing in response to your Better Business Bureau complaint.

We understand that you canceled your reservation the same day it was booked. Our records indicate that you only contacted us on February 11, 2025 (five days after your check-out date). Additionally, your reservation was booked under a non-refundable policy. Due to this, we contacted our travel partner to request an exception or a refund. Since we did not obtain approval, the charge remains non-refundable.

Thank you for your time.

Sincerely,

Executive Offices
Initial Complaint
Date:03/07/2025
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.
Booked a vacation on January 23. This Vacation had to be cancelled due to illness and medication to be dispensed and monitored during the next year. Priceline was contacted to cancel on January 25, 2025. A letter from my doctor/medical professional has been submitted numerous times. I was advised based on my medical documentation and ****** ******** refunded to ****** *********/Priceline my CC would be refunded back all charges. Priceline accounting dept is holding my funds hostage even though ****** ******** has refunded to your company Priceline This is outrageous treatment and customer service. I have had to cancel my credit card and put forth dispute action so i will not be charged interest and fees. A response and refund would be appreciated! Documents and requests have been sent and called customer service on several occasions. See additional filings below request sent several times: I will not be able to travel on this trip due to illness and medication for next 12 months. I have been given 2 different trip numbers - #**********5-17 and ********516 Please send a response as soon as possible. Thank you ***** *****
Business Response
Date: 03/12/2025
Dear ***** *****,

We hope this message finds you well. We are reaching out in response to the concern you raised with the Better Business Bureau regarding your ****** ******** tickets associated with Priceline Trip Number ********516.

Our records indicate that a transaction dispute was initiated with your bank, which has triggered the chargeback process involving both your bank and Priceline. As a result, all further communication regarding this matter should be directed to your financial institution. Since the chargeback process has been initiated, we regret to inform you that we are unable to take any further action, including processing a refund, at this time.

If your bank concludes its investigation without issuing a refund, we kindly ask that you provide a screenshot or photo of the email confirmation from your bank. Please attach this image to your BBB complaint so that we may review the situation with our travel partner.

We appreciate your time and attention to this matter. Stay safe and healthy!

Sincerely,
Executive Offices
Customer Answer
Date: 03/13/2025

Complaint: ********

I am rejecting this response because:
Current charges are still on my credit card. I have contacted Pricline several times and have been told their accounting dept is working on it. this has been since January 24, 2025 and no resolution as of today March 13, 2025.

Sincerely,

***** *****
Business Response
Date: 03/25/2025
Dear ***** *****,

Thank you for your response. As there is currently an active chargeback case with your bank, we are unable to take any further action at this time.

We appreciate your understanding.

Sincerely,
Executive Offices

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