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

  800 Connecticut Avenue Extended Norwalk, CT 06854

  
• 

  Priceline.com LLC

  800 Connecticut Ave. Norwalk, CT 06854

  
• 

  Priceline.com LLC

  Norwalk, CT 06854

  
• 

  Priceline.com LLC

  800 Connnecticut Avenue 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:02/18/2025

  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 through Priceline and explicitly confirmed that the price included a full week of pet fees. However, after finalizing the booking, I found out that this was not true. I spent over three hours on the phone with customer service to resolve the issue, only to wake up to an email falsely stating that Priceline had contacted the hotel and resolved everything—when in reality, no such communication took place. This is not just a case of miscommunication; it’s outright negligence and a failure to honor the terms of the booking. Priceline’s representatives misrepresented the cost, wasted my time, and then attempted to dismiss the issue rather than fix it. I expect Priceline to take full responsibility and provide a resolution, whether through a refund or covering the pet fees as originally promised.

  

  Business Response

  Date: 02/26/2025

  **** ***** *****,
  
  Thank you for contacting us regarding your ******* ** ******* ********* **** reservation for Trip Number ********517.
  
  We are writing in response to your Better Business complaint.
  
  We apologize for the inconvenience caused by the misinformation regarding the pet fee. According to our review, our sales agent confirmed that the booking cost included the pet fee; however, the prepaid amount only covered the room rate and tax. Our records show we sent you an email on February 22, 2025, requesting a copy of the property's receipt showing the charges for the pet fee. Kindly respond to the email and attach the receipt for our review.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:02/18/2025

  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.

  Airplane tickets were double booked without my knowledge or consent on seprete dates. I attempted to cancel the the unneeded flights but was only offered credit. During my attempt to get a refund I was hung up on twice and held at. The first two individuals I spoke with denied the existence second booking after providing confirmation/tickets that came from a priceline email address. During a third call the second booking was acknowledged but was again only offered a credit. Priceline claims this is due to ***** airlines. Priceline was also unable to provide an explanation to how the double booking may have occurred.

  

  Business Response

  Date: 02/27/2025

  Dear ****** ******,
  

  Thank you for reaching out regarding your ***** Airlines ticket with Trip Number ********517. We appreciate your communication and recognize the concerns you've raised in your Better Business Bureau complaint, which our team is currently addressing.
  

  We understand your request for a refund due to duplicate bookings. Please note that our website is designed to alert users to potential duplicate reservations. If this alert is missed, our system will continue processing the request. After reviewing your situation, we found that both reservations are not categorized as duplicates by ***** Airlines and ****** Airlines, as they involve different dates and airlines. Unfortunately, we are unable to assist with the refund request, as it requires approval from the airlines.
  

  Your ***** Airlines ticket remains non-refundable but is still valid for use with ***** flights.
  

  We genuinely appreciate your time and understanding in this matter. Wishing you continued safety and good health!
  

   

  Sincerely,
  Executive Offices

• Initial Complaint

  Date:02/18/2025

  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 reservation for a rental car at *** Airport for a pickup at 11:00 PM on 2/15/2025. By 12:30 PM, I still could not get through the line. After standing in line for 1.5 hours, I got sick and had to get out of the line. At that point, there were still more than 20 customers ahead of me and ****** closes at 12:30 AM. I contacted Priceline and the agent explained that i need to speak to an Agent at ******. I tried to speak to an agent at the Information desk and no one was available. I then called ****** Customer Service and they were closed. I ended up catching a cab and did not arrive to the hotel until after 2 am. I contacted ****** on 2/16 and was told that Priceline has to cancel and issue the refund because it was booked through them. I immediately called Priceline and was told by a supervisor that no refund can be issued and this is the final outcome.

  

  Business Response

  Date: 02/26/2025

  Dear ******* ******,
  
  Thank you for contacting us regarding your rental car reservation with ****** Rent a Car for Trip Number ********518.
  
  We are writing in response to your Better Business complaint.
  
  We understand you requested a refund for your reservation after you got sick due to the long wait time at the counter. Currently, we are in contact with ****** Rent a Car regarding the status of your booking. 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: 02/26/2025

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

  Awaiting the response from Priceline until they can be in contact with ******. 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 03/06/2025

  Dear ******* ******,
  
  We received your rejection.
  
  We obtained information from ****** Rent a Car confirming that your reservation was unused. Therefore, we refunded $531.98 for the booking cost to the original form of payment used to make the purchase. Our system will process your refund within one business day. You may contact your bank directly to inquire about their posting time.
  
  Regrettably, the Collision Damage Protection coverage remains non-refundable.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 03/07/2025

  
  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:02/18/2025

  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 Premium Full Room with a bridge View for two adults through Priceline.com. Upon arrival I was told I booked a 1 bed standard view and charged again and then charged an additional $25 for an addition bed. Attached is the screenshot of my itinerary which clearly displays my reservation. The counterperson argued with me and still charged my card additionally for what I paid for. I was given a small room facing another hotel and apartment buildings. They were unprofessional and rude causing a scene in the lobby.

  

  Business Response

  Date: 02/24/2025

  Dear ***** *******,
  
  Thank you for contacting us regarding your hotel reservation at the ******* *** ******** ********.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that you did not receive the room type guaranteed on your reservation. Please note that while you booked through Priceline.com, your reservation is serviced by one of our partners, Booking.com. 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

• Initial Complaint

  Date:02/18/2025

  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 hotel that is apparently closed. After a driving 15 hours I am stranded, have been waiting 20 minutes after an ai chat transfered to phone transfered to a "sister company". The hotel has a no cancellation after the date of the booking, except ITS CLOSED. literally no one's answers the Priceline help number that you're transfered too. Its a joke and a scam. 145 dollars for a hotel that hasnt been open for four months it looks like and in not sure how many hours I'm supposed to listen to elevator music after being awake for 20 hours....and then had to last minute find and book a hotel that accepts cats. Do better.

  

  Business Response

  Date: 02/26/2025

  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 could not utilize your reservation due to the hotel being closed. Per our review, our records show that Booking.com is the provider for your accommodation. We escalated your issue to our partner, and someone will get back to you with the resolution within 3-5 business days.
  
  We appreciate your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:02/18/2025

  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 received a new credit card back in August of 2024. I activated the card, put it in my nightstand, and went out of town. When I was out of town I downloaded the app and started an account. When I checked out my new cards app, I noticed there was a charge. A charge I never made. It was a balance transfer to a other card I had. But I never made any transaction with this card before. NOT ONCE. I called and said there was a mistake. And they took the charge off. But after a few months they decided to put thw charge back on, not letting be aware of the situation. So now I have a new card, and now it has that old balance transfer that I did not approve. And now I have late penalties for not making payments to a charge I did t make on thw card I haven't used yet. I was about to use it for a flight whe. I NOTICED IT WAS OVER 1500 IN CREDIT USE. I have never used this card, and they haven't tod me ever when a payment t is due, that they put the transfer back on after they had originally take it off. I would like to dispute this card. I am now paying late fees to something I did not want a part of. I do t even want this card because I can't figure out how to fix these problems. I need help please!

  

  Business Response

  Date: 02/25/2025

  Dear ***** ********,
  
  Thank you for reaching out to us. We are responding to your Better Business Bureau complaint.
  
  To address your concern, we recommend contacting ********* Customer Service directly for assistance.
  
  Phone: ###-###-####
  Phone (Outside **): ###-###-####
  Website: ****************************
  
  We appreciate your time and attention. Stay safe and healthy!
  
  
  Sincerely,
  Executive Offices

• Initial Complaint

  Date:02/18/2025

  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.

  On January 1, 2025 I purchased a hotel stay at ******* *** on Priceline.com paid in full. On Feb 14th when I went to check in at 11:00pm with 2 kids I was told that the card on file did not go through and I would need to pay for the 2 night stay. I explained to them that I paid for the hotel through Priceline and showed them my credit card statement. They said the card isn’t going through you need to pay for the stay and call them. I tried calling them and no answer. My credit card I had on me wasn’t going through because I didn’t have enough credit on there. I had to use another card just to stay the night. This was an absolute nightmare. What if I didn’t have a card on me? The hotel was no help.

• Initial Complaint

  Date:02/18/2025

  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.

  On February 5th I booked a Priceline express deal for a hotel in ******* for $70/night. The hotel that was selected was the ** * ***** in *******. I called about a week before arrival to let them know we would have a late arrival, as our flight landed at 1244am. The hotel guaranteed this was not an issue. When I arrived to the hotel we were given the key to our room. Myself and my 3 children went to enter the room and were surprised to walk in on a couple ****** **** We quickly exited and went to the front desk who sent security as the room was not supposed to be occupied. The hotel then informed us they could not provide us a new room due to being full and not being able to clean the room. I contacted Priceline immediately. I was informed they could not help me locate a new hotel as their “sales department was closed”. I was also told notes would be added to my file to review reimbursement for the new hotel. It is almost 2 in the morning at this point and myself and my 3 children are stranded in *******. I spent the next hour calling over 20 hotels looking for any room available. We finally found a ***** * at 3am with availability to take us until check out and the cost was over $100 more than I originally paid. Plus, not having 2 beds for myself and my children and wreaking of cigarette smoke. I sent the receipt for my new hotel to the email I was provided the night before and contacted customer service who stated they were escalating my case. I later received an email from Priceline stating my original amount was refunded so they are not willing to provide any further compensation. My children and I are traumatized by the entire experience. Priceline’s customer service is an absolute joke.

  

  Business Response

  Date: 02/25/2025

  **** ****** *******
  
  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 booked another reservation because your confirmed hotel was overbooked. Our records indicate that you only contacted us after midnight on your check-in date. We no longer had the option to re-accommodate you at another hotel; therefore, we canceled your reservation for a full refund plus an additional compensation refund of 13 USD. Regrettably, we cannot issue an additional refund.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 02/25/2025

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

  I contacted Priceline as soon as we arrived to the hotel and found our room to be occupied by a couple ****** ****** *********. We had a late flight, landing at 1240am and the hotel was notified of the late arrival a week prior. Regardless, the hotel was reserved for us from the 15th-16th for check out. When we arrived we checked in, were given room key and information, and were shocked to find an UNAUTHORIZED couple in the room. That had to be escorted out by SECURITY! The front desk notified us our room was reserved and WAS NOT supposed to have occupants. The hotel front desk contacted the manager who was unable to provide us a new room or have the room cleaned for our reservation. I immediately called Priceline customer care where we were told we were out of luck in regards to our reservation and left to sit in a parking lot frantically calling any hotel in the area with availability. The errors in our reservation were in no way due to our lack of communication or delay. I booked a reservation where I was guaranteed a room at the hotel we reserved and instead was left to sit in a parking lot with my children to beg anywhere to take us in for the night. An extra $13 is an absolute slap in the face after the traumatizing event my kids and I experienced. I had to frantically find somewhere for us to go which took over an hour and they say scared in a car without a safe place to sleep. I then had to pay more than $100 more than my original reservation to get a new hotel room for even less time than originally booked. Not to mention the fact that my kids witnessed a couple *** ****** *********** as we entered the room, absolutely shocked by finding other people in our room. 
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 03/03/2025

  **** ****** *******
  
  We received your rejection.
  
  We are sorry to hear about your hotel experience. Since we value your business, we processed an additional refund of 50 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

  Date:02/18/2025

  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 2/9/2025 I called them to reserve 2 Hotel rooms in ******* ** ***** using the telephone number ###-###-####. The Hotel is **** *** ** ******* ** ******** **, the trip number is ********516. My dates for reservations are June 21 to June 24. The next day I received the email confirmation and details of the trip but the dates were wrong, they had reserved the rooms for May 21 to may 23rd , so I immediately called them to have the dates changed and was told that they couldn't change the dates only cancel the reservation and that i would loss my payment in the amount of $245.98. I have talked to about 10 different people because I want a full refund, In all this process in the beginning I was told if I cancel I would get a full refund. I don't understand the run around and why it has taken so long for them to refund me the amount here, they are now saying that they want to here the recording to see if I made the mistake or they did but they are giving me the run around each time I call this is why I'm reporting them to you. Please assist me in clearing this problem. Thank you for your time. ***** ******

  

  Business Response

  Date: 02/24/2025

  Dear ***** ******,
  
  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 your reservation was booked for the wrong dates. Our records indicate that it was canceled on February 17, 2025. Please review the cancellation email you received for details of your canceled booking.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 02/24/2025

  Please cancel complaint the company here has given me a full refund. Any questions please call me at ###-###-#### 

• Initial Complaint

  Date:02/18/2025

  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.

  My husband and I rented a car from Priceline to pickup upon our arrival in ****** **. on Feb. 5, 2025. The car was to be picked up at ****/******* rental. When we got to ****/******* were informed that there was not a car for us as they were overbooked. With no other choice, we rented a higher class car than we had originally reserved through Priceline, at ********** since that was all that was available. The incident was a huge inconvenience to our vacation and a big expense. The car at ********** cost os 526.92. The rate quoted from Priceline for the car that we never got, was $139.21. We have requested a refund for the difference from Priceline and got the following reply: Dear ********, Thank you for taking the time to read this email. We understand that you booked a new reservation and were charged higher. We have reviewed our records and verified that you purchased a higher car class. Thus, we cannot issue a refund for the price difference. Thank you for your time. Sincerely, Marilyn M. Customer Relations Specialist We have informed Priceline that we will be reporting this incident to the BBB of ******** and cancelling all Priceline reservations for the future. See difference expected under "Amount paid" below.

  

  Business Response

  Date: 02/28/2025

  Dear ******** ********,
  
  Thank you for contacting us regarding your rental car reservation with ******* Rent a Car 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. The receipt for your new booking with ********** Rent a Car shows a charge of $526.92 for a Mid-Size SUV, a higher car class than the ******* SUV in your original booking. Nevertheless, since you explained that the Mid-Size SUV was the only available vehicle, we will make an exception and will refund $387.71 for the rate difference via ******, *****, or Check. Below are the refund options and the information we need to process your reimbursement.
  
  ******
  - Birthdate
  - Email Address associated with ****** account
  
  *****
  - Date of Birth
  - Phone Number associated with ***** account
  
  Check
  - Mailing Address
  
  Thank you for your time, and we will wait for your rejection with your preferred refund option.
  
  Sincerely,
  
  Executive Offices