ComplaintsforPriceline.com LLC

• Initial Complaint

  08/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dear Sir or Madame, Yesterday, I made a booking, via the ******* ****, for the first time. Ultimately, they served as an intermediary whereby the actual booking would be made via Priceline.com. Unfortunately, I have cataracts and a fractured vertebra. For this rewind I was hasty in making my selection from the ****** results. After further examination, what I sus considered to be the lowest price now is clearly passed with fees that were not entirely disclosed. The benefit of taxes being required has allowed *** to inflate the true cost. You will notice a competing site, which has the same room available for today’s stay, shows a much lower total rate. Unfortunately, I didn’t obtain the same screenshot for yesterdays. However, you ultimately know what is a true cost and what isn’t. Kindly issue an adjustment for the corresponding amount. Thank you for your assistance in this matter. Sincerely, **** ********

  

  Business response

  08/13/2024

  Dear **** ********,
  
  Thank you for contacting us regarding your hotel reservation at the ****** ** ****** *** ******* ******** for Request Number ********396.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand your concern regarding the charges on your reservation. During the booking process, we disclosed that you will immediately be charged a total of 254.96 USD, including the room and tax. For reference, we sent you a copy of the contract page presented during the booking process. Please review the email we pre***usly sent for an explanation of the taxes and fees you paid on this reservation. Regrettably, we cannot issue a refund.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a trip on Priceline,com on 6/9/24. Paid $1,337.50 for 3 nights of stay at ******* **** ****** in ******* ***, ******* from 7/3/24 to 7/5/24. Due to the Hurricane Beryl that occurred and travel advisories was issued on 7/1/24 for travel going to ******* between 7/2/24 to 7/4/24. The flight was canceled. I received a refund for the flight going from ******* *** to ******* *** *** on 7/3/24 at 8:30AM to 11:42AM with ******* Confirmation # ******. I am disputing for $1,334.50 because I did not make it to the ******* **** ****** because of the hurricane. I contacted Priceline 4 times and they have not resolved the refund back to ******. I spoke with the Rep on 7/3/24, 7/21/24, 7/22/24 and 7/28/24. Trip # **********5-18 Confirmation # *********.

  

  Business response

  08/14/2024

  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 requested to cancel the reservation due to a canceled flight. Our records indicate that one of our Customer Relations Specialists canceled and fully refunded your reservation today (August 14, 2024). 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

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  State of Emergency issued in ***** ******** contacted Priceline several times Priceline states only the hotel can cancel my reservation however the hotel (******) told me Priceline has the ability to cancel the reservation by telling the hotel not to charge. Not sure what the run around is since the governor declared a state of emergency which means no travel. Hotel has agreed to cancel however Priceline can not contact them as no one is answering calls ( note I’ve spoken to two individuals).

  

  Business response

  08/13/2024

  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 to change or cancel your reservation due to the hurricane. Our records show we contacted the property on August 04, 2024, and spoke with Tiffany at the front desk, who agreed to cancel your reservation without a penalty. Therefore, we refunded $517.98 for the booking cost on August 04, 2024, 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

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a package with ***********/priceline in June for the weekend of 7/19/24. When I booked the cancellation policy stated that for the hotel if I cancelled at least three day’s prior to check in I would be eligible for a full refund. I called Priceline on 7/16/24 stating that I wanted to cancel my hotel room. They gave me the run around and said they first need to reach out to the hotel and that they would follow up within 24-48 hours with a resolution. The next day I called again and was told they emailed the hotel but had not heard back yet. On 7/18/24 a day before my original check in date, they emailed me a case number and stated they were working on the cancellation. The fine print also stated if I did not show up I would only be charged for the first night. So time goes by and at this point it has been over two weeks since I first called and no one ever reached back out to me to provide an update. I reached out to Priceline via *******, an agent looked up the trip number and informed me the reservation WAS STILL ACTIVE. Priceline never canceled it or followed up with the hotel to make sure the reservation was canceled as I REQUESTED DAYS IN ADVANCE. I was then AGAIN told that another case was created but they couldn’t guarantee a full refund. How can you not guarantee a full refund when YOU DIDN’T CANCEL MY RESERVATION AFTER I REQUESTED IT BE CANCELLED? That is not my fault! I am NOT waiting for another “follow up” on this as the last time I was told this same thing and no one honored my request to cancel OR had the decency to even follow up or give me an update as promised over the phone and in the email with the case number.

  

  Business response

  08/14/2024

  Dear ******** ******,
  
  Thank you for contacting us regarding the hotel portion of your vacation package reservation for Request Number ********517.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that you requested to cancel your reservation. Since the reservation was no longer eligible for a full refund on July 17, 2024, we contacted the hotel for the cancellation request. After a few attempts, we did not obtain approval. We confirmed with them that the reservation was tagged as a no-show and charged a one-night no-show fee. Therefore, we refunded the last two nights for 322.29 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

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We booked a double room on Priceline for Aug 1st to 3rd. Priceline told the hotel it was a single room. We called Priceline but they said they could only 1) cancel the entire registration or 2) find us another hotel with their "find another hotel service" or whatever which would take another who knew how long. We ended up upgrading the room at the hotel for $27.16. Priceline refused to reimburse us. C'mon. You made the mistake. How about you pay for it?

  

  Business response

  08/13/2024

  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 had to upgrade your room since the hotel has your reservation for a different room type. Our records confirm that you booked a Deluxe Double Room. Kindly send us a copy of the receipt showing the upgrade fee you incurred from the property. You may attach the document to your BBB complaint for our review.
  
  Thank you for your time, and we apologize for the inconvenience caused.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Good Morning Officer, I am writing to formally dispute a transaction with Priceline. On July 16, 2024, I paid Priceline $1,783.36 for a reservation with ****** Airlines. I am seeking a full refund for this reservation due to extenuating circumstances. In June, my mother passed away, necessitating an urgent trip to ***** on June 8, 2024. I had originally planned a trip for July 16, 2024, with ********, but due to the family emergency, I had to cancel my July flight, and ******** provided a complete refund. On July 16, 2024, after booking my return flight to *******, I received the unfortunate news of the passing of my father's sister. This compounded an already difficult situation for my family, dealing with the loss of both my mother and my aunt. I have communicated these circumstances to Priceline and emailed proof of the deaths four days ago. Despite this, I have not received any response regarding my refund, nor have my calls been answered. I kindly request the Better Business Bureau to assist me in obtaining a full refund from Priceline, as I believe they are unjustly withholding my funds. Thank you for your assistance. Regards, ****** *****

  

  Business response

  08/13/2024

  Dear ****** *****,
  
  Thank you for reaching out to us regarding your ****** Airways ticket with Trip Number ********516. We have reviewed your Better Business Bureau complaint and would like to extend our heartfelt condolences during this difficult time.
  
  We understand that you are seeking a refund. Our records indicate that we have already submitted a refund request to ****** Airways along with the Death Certificate. Unfortunately, this request was denied. ****** Airways has informed us that refunds are only granted to immediate family members and require proof of relationship. Their guidelines can be reviewed on their website: ****** Airways Policy. For further details, please refer to Change - Refunds - #17.
  
  **********************************************
  
  "17) In the unfortunate event of a death, travel agencies must submit an email request to the nearest Sales Office in the area. If the waiver is granted, a token number will be issued. The travel agent must then update this number in the BSP application along with the refund request.     Waiver of cancellation fee is provided only in case of death of guest or immediate family member. A valid death certificate must be provided as proof. Guest’s immediate family members (spouse, parents including stepparents, children including adopted and stepchildren, siblings, grandparents, grandchildren, fathers-in-law, mothers-in-law, brothers-in-law, sisters-in-law, sons-in-law, and daughters-in-law) can claim for a refund with proof of relationship to the deceased. Proof can be a passport copy or a government issued identity card that states the relationship. Please make guests aware that all documents submitted must be in English or translated into English."
  
  Regrettably, we are unable to proceed with your refund request due to these restrictions imposed by the airline.
  
  We appreciate your understanding and patience. Our thoughts are with you and your family during this challenging time.
  
  
  Sincerely,
  Executive Offices

• Initial Complaint

  08/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am writing to express my dissatisfaction with a recent experience I had with Priceline. I booked a two-bedroom suite through the Priceline website. Before finalizing my reservation, I called Priceline and spoke with a representative who confirmed that the room was indeed a two-bedroom suite. Based on this confirmation, I proceeded with the booking. However, upon receiving the confirmation email, I discovered that the reservation was for a regular one-bedroom room, which was not what I had been promised. I contacted the hotel, and they confirmed that there had been a mix-up; the room assigned to me was a standard one-bedroom room. This issue has persisted for the past two months, with Priceline failing to provide a satisfactory resolution. After two months of going back-and-forth , Priceline has offered a 30% refund on the room rate. However, due to Priceline's inability to address the situation in a timely manner, one of my companions chose to leave, resulting in additional stress and complications. The original reservation cost of $3,112.96 for two people and $4,669.49 for three people. And now we’re stuck paying for an extra person because of Priceline taking forever so just a 30% refund is inadequate. I am requesting not only the 30% refund but also an upgrade to a junior suite, which is available on Priceline’s website. This is consistent with the original advertisement that promised a suite. Under California Business and Professions Code § 17500, false and deceptive advertising is prohibited. I have evidence, including documents, screenshots, and transcripts of my conversations with Priceline agents, to support my claim that Priceline has engaged in false advertising.

  

  Business response

  08/12/2024

  Dear ***** ******,
  
  Thank you for contacting us regarding your hotel reservation at the H**** ****** **** * *** ***** *** *** ********* * ****** **** for Request Number ********516.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand your concern regarding the room type guaranteed on your reservation. Our system booked your reservation for a ***** ****** **** We do not have any information as to why it was confirmed differently in the hotel's system. The Management Team has reviewed your concern, and as approved, we can offer a 30% refund for keeping the reservation.
  
  We apologize for the inconvenience and hope you find this information helpful.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  08/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I live in ****** and recently booked flight and car reservations through the ****** website thinking I was booking with ******. After completing my booking I was directed to "****** Packages', which I discovered the next morning is Priceline. I immediately attempted to cancel both my flight and car reservation and was told by Priceline that I could not cancel or reuse my reservations. I have been fighting with Priceline for the last two months. After filing a dispute with my credit card I managed to cancel my car reservation and was credited the cost back to my credit card. My flight was canceled and refunded, but because Priceline shows as the travel agent, my refund for two plane tickets was sent to Priceline by ******. So the current situation is Priceline still has been allowed to charge my cc account for the total original package $1023.74, and is keeping the airline flight refund from ****** of $711. Meanwhile, I don't have a flight. This is outrageous conduct and in my estimation, criminal conduct. Can you help me Sincerely, **** ********* *** ###-###-####

  

  Business response

  08/13/2024

  Dear **** ********* ***.,

  Thank you for contacting us regarding your Vacation Package with Trip Number ********518. We are currently addressing your Better Business Bureau complaint.
  

  We apologize for the inconvenience this situation has caused. Please be assured that we are thoroughly reviewing the matter and working diligently to resolve your concern. We appreciate your patience during this process. Kindly respond to the BBB 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

  Customer response

  08/13/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Priceline has offered no real explanation for why it has taken more than 21/2 months to refund my money. Priceline owes me $771, which is the amount they recieved from ****** Airlines when I was refunded my tickets from ******, and my refund was sent to Priceline. They stall, obfuscate and ignore in order to retain other people's  money. My last contact with Priceline was on Thursday 8/8/24 when I spoke with a manager by the name of Arch. He informed me that a recording of my conversation with him is available (recorded call was on 8/8/24 with my phone 949-413-7315. Arch, from the escalation team, filed an escalated request to senior Priceline management (Ticket - **********) So far, no response from Priceline.
  
  Sincerely,
  
  **** ********* ****

  

  Business response

  08/21/2024

  Dear **** ********* ***.,
  
  Thank you for your patience.
  
  Our Accounting department has confirmed receipt of the check from ****** Airlines. A refund of $711.36 was processed on August 20, 2024. Additionally, a refund of $355.68 for ****** **** * *** has already been processed. In total, you should receive a refund of $1,023.74.
  
  We appreciate your time. Wishing you continued health and safety.
  
  
  Sincerely,
  Executive Offices

  Customer response

  08/21/2024

  Derar BBB,

  Today I received notification that my money was going to be refunded to me. Of course, I am pleased that "my money", will be returned to me. However, it has taken 21/2 months, nearly weekly phone calls sometimes taking 1-2 hours on the phone to pressure Priceline to return my money to me. Plus the BBB got involved, so I'm sure that helped.

  I originally went to the ****** website to purchase airline tickets on 5/19. After confirming my airline plan online, I received a pop up to add a car rental at a very affordable price. I accepted the car rental and paid the fee $1023. The next morning, I looked a the receipt for the trip on my email and noticed that the trip was processed by Priceline under the name "****** packages". I immediately called Priceline (less than 12 hours after paying for the trip with my CC) and was told by Priceline that both the car rental (which was not the advertised price) and flight reservation were not refundable and not transferable. I vociferously complained that Priceline was acting outside the norms of industry standards and for the next 21/2 months I fought to cancel and get refunded the entire trip. I believe the relationship between ****** and Priceline in fraudulent and should be investigated. Priceline makes no effort to help or satisfy customers concerns and stonewalls with agents who repeat the "party line, you signed a contract and there is no refund and non transferable", and say they cannot help. Obviously, my trip was refundable but the energy and effort required to get Priceline to behave properly is totally unacceptable. I would like to formally ask for an investigation of Priceline business practices and discover how many people are being cheated out of their money after the deceptive online shenanigans.

  Thank you,

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

  ###-###-####

   

• Initial Complaint

  08/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  When arrived (after waiting 30 min for a shuttle since it was not at the *** airport), go inside to be greeted by a rude staff and went on a waitlist to be called to get our rental that was not on the lot. they wanted me to scan a QR code for an easy check-in, but I had to use the hotel's WIFI since they had none. The WIFI was beyond slow and could not check in with the QR code and they just told me to wait after 1 hr I was called, they wanted my insurance info but also my flight information, or else they were going to charge me as a local and I would pay a bigger deposit. After finding my insurance information ( could not get the flight, my phone was running too slow), I told them to cancel my car since it was not even on the lot and their systems kept shutting down. I am still waiting on a refund but they are not answering, I went through Priceline so I am hoping they can also help me get my refund but I have not heard back from them it has been over 10 business days.

  

  Business response

  08/13/2024

  Dear ********* ********,
  
  Thank you for contacting us regarding your reservation at the HOTEL for Trip Number ********517.
  
  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. Our records show we refunded $154 for the booking cost on August 05, 2024, 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

  

  Business response

  08/13/2024

  Dear ********* ********,
  
  Thank you for contacting us regarding your reservation at the HOTEL for Trip Number ********517.
  
  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. Our records show we refunded $154 for the booking cost on August 05, 2024, 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

  

  Business response

  08/13/2024

  Dear ********* ********,
  
  Thank you for contacting us regarding your reservation at the HOTEL for Trip Number ********517.
  
  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. Our records show we refunded $154 for the booking cost on August 05, 2024, 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

  08/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made flight reservations through Priceline. Before reserving my trip I called them to ask questions about price match and cancellation. I found a less expensive flight and called Priceline within the cancellation window. I got on the phone with a live person 10 minutes before the window ened, the representative was incoherent and sloppy did her job, while I was waiting for her to cancel she passed the cut off time. Priceline then refused to cancel the reservation or match the price, both of which were guaranteed to me over the phone before booking and stated on their website. I am not stuck paying MORE for a WORSE flight time on a WORSE airline.

  

  Business response

  08/15/2024

  Dear ***** *****,
  
  Thank you for reaching out regarding your flight tickets under Trip Number ********518. We are addressing your complaint filed with the Better Business Bureau.
  
  We understand that you are seeking a billing adjustment in order to utilize the Best Price Guarantee.
  
  Priceline's Best Price Guarantee (BPG) policy gives its VIP members the ability to book with confidence and is one of the many benefits of the VIP program. If a VIP member finds a better price within 24 hours of booking on a reservation that qualifies under our BPG policy, we’ll refund the difference. If the VIP’s reservation is an Express Deal®, then members can claim a BPG refund up to midnight the night before travel for a qualifying reservation and we’ll refund 200% of the difference, up to the total cost of the reservation. If eligible, the refund will be processed back to the customer’s original form of payment.
  
  For Priceline VIP members only, if you find a better deal on the same airline ticket for a qualifying airline after booking on Priceline, you can apply for the Best Price Guarantee (BPG) to be refunded of the difference in rates. You must make your claim within 24 hours of booking. Same day bookings are not eligible. If submitting a claim online, you will need to provide the following supporting information. If contacting Customer Care, you need not provide any supporting documentation as long as we can verify the following information is the same:
  - Lower price must be available to the general public for booking, not a special fare or discounted fare
  - Airline
  - Flight number
  - Date
  - Cabin
  - Number of passengers
  - Fare type (cancel and change policy should match; if flights booked are cancellable or changeable the lower fare should also be cancellable or changeable.
  
  Note that the following carriers are not eligible for BPG:
  - *** ****** * ******** * ******* ******* * ******** * ****** ******** * ******** * ****** * *** * ********* * ***** * ******* ********
  
  For more information regarding BPG, *****************************************************************
  
  We regret to inform you that you did not meet the qualification criteria for cancellation. We acknowledge that you reached out to us 10 minutes before the cancellation window closed. The agent reviewed each of your itineraries for BPG qualification prior to your cancellation request. This window is crucial, and we recommend contacting us earlier in the day or utilizing the online option to cancel within the free cancellation period. As this period has now expired, we apologize that we are unable to process a cancellation or refund, as all airlines' guidelines stipulate that the tickets are non-refundable.
  
  Thank you for your understanding. We wish you safety and good health.
  
  
  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. ↩