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:01/29/2025

  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 12/29/2024, I bought 4 tickets on Priceline’s website. On the transaction page, I filled out passports & credit card info; hit submit and got an onscreen notification saying, “Oh no, one of the flights you selected is no longer available.” [Pic 1]. I updated my flight & decided to buy my car rental separate. At the end of the flight transaction page, my payment of $2698.80 was processed, and I got a Priceline receipt [Pic 2&3]. Then, I bought my car rental [See Pic 4&5 for receipt]. At this time, I got a message from my card company, Capital One saying I was about to exceed my $10,000 limit [Pic 6]. Priceline had charged me multiple times and somehow, *** ******, the airline I booked through Priceline, had double charged me [Pic 7]. I called Priceline on 12/29 at 11:45 pm (CST) and spent over 3 hours arguing the charges. I was told to wait 3 days for the charges to drop as they were pre-authorization charges. I called Jan 3rd, 5th, 8th, 13th… sending them emails with proofs that the charges never dropped out & that money had been paid by Capital One to them. Priceline placed a call to Capital One; after the bank’s verification process, the bank rep confirmed that my disputed charge of $2853.67 was indeed paid to Priceline. On Jan 8th, Priceline confirmed that they owe me a refund. I called on Jan 13th to inquire about my refund status and made no headway. On Jan 14th, I got a call from Priceline asking me to verify my address as the refund of $2846.27 (not $2853.67) was approved and a check would be mailed to me. I’ve spoken to 9+ Priceline reps. Priceline owes me $2853.67 the money that was taken out of my account [see last Pic] - this includes $2846.27 (car rental) + $7.40 (convenience fee). They caused my card to go into excess of $7101 (due to multiple charges from their system and from *** ******. *** ****** has since reimbursed payment on their end, but Priceline is still delaying in returning my money. I need BBB’s help in getting this resolved, please.

  

  Business Response

  Date: 02/11/2025

  Dear ***** *********,
  
  Thank you for contacting us regarding your vacation package, Trip Number *******4517. We are currently addressing your Better Business Bureau complaint.
  
  We deeply apologize for the inconvenience you have encountered. Our records indicate that the attempt to book flights and rental cars was rejected, and as a result, there should not have been any charges. However, upon further review, we found that the charge of 2853.67 USD remains in place. We identified an attempt to process a refund on December 30, 2024, but only a partial refund of 7.40 USD was processed.
  
  We are in the process of investigating the issue and will ensure the refund is fully processed. While we work to resolve this, we are unable to issue a refund to the original form of payment at this time. As an alternative, we are pleased to offer four other payout options for your convenience.
  
  ACH (US-Based Bank)
  Bank Name:
  City/State:
  Routing/Transit Number:
  Account Number:
  ACH (Outside US Banks)
  Bank Name:
  City/State/Country:
  SWIFT Code:
  Account Number:
  IBAN:
  Email Address for Remittance:
  
  ******
  Birthdate:
  Email Address associated with ****** account:
  
  *****
  Date of Birth:
  Phone Number associated with ***** account:
  
  CHECK
  Updated mailing address:
  
  If you choose ****** or *****, please provide your mailing information as we may issue a check if there are any issues with these methods.
  
  
  
  Sincerely,
  Executive Offices

  

  Business Response

  Date: 02/11/2025

  Dear ***** *********,
  
  Thank you for contacting us regarding your vacation package, Trip Number *******4517. We are currently addressing your Better Business Bureau complaint.
  
  We deeply apologize for the inconvenience you have encountered. Our records indicate that the attempt to book flights and rental cars was rejected, and as a result, there should not have been any charges. However, upon further review, we found that the charge of 2853.67 USD remains in place. We identified an attempt to process a refund on December 30, 2024, but only a partial refund of 7.40 USD was processed.
  
  We are in the process of investigating the issue and will ensure the refund is fully processed. While we work to resolve this, we are unable to issue a refund to the original form of payment at this time. As an alternative, we are pleased to offer four other payout options for your convenience.
  
  ACH (US-Based Bank)
  Bank Name:
  City/State:
  Routing/Transit Number:
  Account Number:
  ACH (Outside US Banks)
  Bank Name:
  City/State/Country:
  SWIFT Code:
  Account Number:
  IBAN:
  Email Address for Remittance:
  
  ******
  Birthdate:
  Email Address associated with ****** account:
  
  *****
  Date of Birth:
  Phone Number associated with ***** account:
  
  CHECK
  Updated mailing address:
  
  If you choose ****** or *****, please provide your mailing information as we may issue a check if there are any issues with these methods.
  
  
  
  Sincerely,
  Executive Offices

• Initial Complaint

  Date:01/29/2025

  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 made a reservation for a rental car using the Priceline site. When my husband arrived at the airport in **** *****, the rental car counter was closed. I contacted Priceline's customer service ?representatives and was told I would be reimbursed for the difference in the new reservation. Since only one car was available at *******, I was forced to rent the one remaining car. I was not allowed to rent different sizes or classes of cars; it was one car ?. ????? When I contacted Priceline to be ? reimbursed, I was told that I had been lied to ? and that to qualify for reimbursement, the difference had to be the same class or size of the car. Since I was provided with a rental car company that was not open, I had no choice but to take what I could get. Everyone should be aware that Priceline does not stand by their word. They will say whatever they need to get you off the phone. ? ?????? Priceline should not be able to operate in the US when they don’t honestly look after their customers and don’t stand by their word. After this horrific experience, I started my travel blog and YouTube channel, providing people with travel advice and ? advice for unsuspecting customers to be aware of their practices. During this ordeal, all I was looking for was a minimal difference between rental cars, as promised; instead, they wasted enormous ? amounts of my time ? and took away from my family’s resources. Due to the way we were treated, we were forced to forgo my son‘s dental treatment. ???? I would also like to add that my husband was looking for a job on this trip, not on vacation. Thank you, Priceline. Your name is now all over my ******** and ************ sites, trying to raise money for my son.?????

  

  Business Response

  Date: 02/10/2025

  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 understand you had to rent from a different counter since ******** was closed when you arrived to pick up the vehicle. Per our initial review, we can confirm the offer to refund the rental rate difference between your new and original bookings. However, the document you sent us is the Rental Record showing an estimated charge. Kindly contact ******* Car Rental for a copy of the final receipt and attach it to your BBB complaint for our review.
  
  Thank you for your time, and we look forward to your response.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:01/29/2025

  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.

  Found a phone number: ###-###-#### We paid Priceline for a car rental thru ** *** ******* (another email address for them is ******************) for the date November 8 to November 10, 2024. Our flight to ******** ** was a late flight, arriving at midnight. After we paid for the car rental, got the information from ** *** *******, #************, we found out that they close at 12:30 am. We were not going to be able to get the car, because they would be closed by the time we got off the airplane & got over to the area where the shuttle was (this was news to us). We didn't realize that they were OFF SITE, not at the airport, so we would have to take a shuttle to where ** *** ******* was....but they were closed & no shuttle would be available. I tried to call, email, etc. to CANCEL the rental. I let them know we would not be able to make it to their office. I told them I wanted a refund. They "lost" our information & I had to provide that for them! Then buried in the paper work it says that there are NO REFUNDS! Well, I didn't get any service, at all from them! My credit card company recharged me because they said that they would not give me a refund! This is highway robbery! I am very upset that they couldn't provide the service we paid for & won't give us back our money.

  

  Business Response

  Date: 02/11/2025

  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 understand you could not utilize your reservation since the counter was closed upon arrival. During the booking process, we supplied the counter's hours of operation for *** airport (7 am—11:59 pm) and provided the pick-up and drop-off instructions on the check-out page. We can only guarantee the counter is open at your scheduled pick-up time. In addition, ** *** ******* considers this an airport location even if a shuttle is needed to get to the counter.
  
  On December 20, 2024, we received a notification from your bank indicating that you disputed this transaction, and we do not have records of you contacting us before receiving the dispute notice. The dispute initiated the chargeback process between your bank and Priceline, which means that all communication regarding this case must be made directly with your financial institution. Due to this, we could not take any action on this matter. However, if the bank closed its investigation in Priceline's favor, please send the result and attach it to your BBB complaint so we can further review your case.
  
  Thank you for your time, and we look forward to your response.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 02/11/2025

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

  I did contact you long before I contacted Discover & had them initiate the investigation as I did NOT get a response from you! I got hold of a Sheca on 10/27/24 & she said that she had cancelled our reservation.  She said I would get a confirmation but never received that.  I tried several times to get hold of Priceline, but never could get hold of them.  See attached paperwork that I had made notes on.

  
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 02/22/2025

  Dear ***** ******,
  
  We received your rejection.
  
  Regrettably, we do not have records of you contacting us before we received the dispute notification. On the other hand, we cannot open or view the attached PDF documents. Please send the dispute result and attach it to your BBB complaint so we can review your case further.
  
  Thank you for your time, and we look forward to your response.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:01/29/2025

  Type:Sales and Advertising 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 booked a one night stay at a ***** *** * ****** *** ********** Int Airport. Out of all the choices of the hotels close to the airport, this one would not be my choice if not for one of the amentities indicated in the description on the Priceline website. The amenity was "heater outdoor pool." Because my daughter loves to swim and the weather was not warm in *******, I went with this hotel to let my daughter swim at least for one day. When we checked in and went to go swimming, the pool was ice cold. I went to the front desk and asked about it. There I was laughed at and humiliated and talked to as I was completed dumb thinking there would be a heated pool in *******. I pointed out that it was indicated in the hotel description. To that I got a response that heated means heated with the sunshine. I contacted Priceline about it and send them screenshots from their own website with the description for this hotel as well as a screenshot from the hotel's official website and informed them that it was false advertisement. The Priceline rep called me a liar and stated that I send them some fake pictures from some other website.

  

  Business Response

  Date: 02/10/2025

  Dear ***** ********,
  
  Thank you for contacting us regarding your hotel reservation.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand your concern regarding the amenities of the hotel. We reviewed our records and confirmed that your name does not match the name registered on the reservation. To further assist you and, at the same time, maintain the security of our customers' records, please provide us with the following information.
  
  - Priceline Trip Number.
  - Reservation Holder's Name.
  - Relationship to the Reservation Holder.
  
  We look forward to hearing from you.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 02/10/2025

  The reservation is based on the name Priceline has for my account which is my maiden name ***** *****.  Attached is all the information regarding the reservation.

  

  Business Response

  Date: 02/19/2025

  Dear ***** ********,
  
  Thank you for your response.
  
  We confirmed with the hotel that you used the reservation. Since we value your business, we refunded 20% of the reservation cost for 40.79 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:01/29/2025

  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 flights and a hotel stay for 1/30-2/2. I received an email notification only (thank goodness I happened to check my email) 36 hours prior to my flight saying there is an accommodation issue with my hotel and to call them. After horrid wait times I was informed that there is no other hotel reservations available on my dates and the can only offer me a refund on my hotel. I was told it’s been longer than 24 hours so I’m unable to get a refund for my flights. I’ve tried to explain that I want to go it’s not my fault Priceline waited until now to tell me the room they sold me was overbooked. I asked to speak to a manager and was told “there is no one no manager you can hang up call back and get another me that is going to tell you the same thing”. I’m taken aware at the rudeness and lack of empathy for Priceline’s mess up. I’ve paid out money on baby sitters dog sitters travel gear etc. for a trip that cannot happen due to Priceline neglect and now am having to fight for a flight refund.

  

  Business Response

  Date: 02/11/2025

  Dear ****** ********,
  
  Thank you for reaching out regarding your vacation package, Trip Number ********516. We are currently addressing your Better Business Bureau complaint.
  
  We sincerely apologize for the inconvenience you have experienced. Our records indicate that the refund for the hotel portion has been processed, including a 20% room rate compensation. Additionally, the flight tickets have been voided, so there should be no flight charges.
  
  Debit Card Payments:
  When a debit card is used, banks generally place an immediate hold on the account for the transaction amount. We have initiated a charge reversal with your bank, and the credit should appear in your account depending on your bank’s processing times.
  
  Credit Card Payments:
  As part of our standard procedure, a temporary authorization is placed on the card to confirm the bank's approval of the charge prior to booking with the airline. Since this request was voided, no charge was applied, and the authorization will typically be removed within 3–7 business days, depending on your bank.
  
  Upon further review, we discovered that the trip insurance refund for 168.20 USD has not yet been processed. At this time, we are unable to issue refunds to the original form of payment. However, we are happy to offer four alternative payout options for your convenience.
  ACH (US-Based Bank)
  Bank Name:
  City/State:
  Routing/Transit Number:
  Account Number:
  ACH (Outside US Banks)
  Bank Name:
  City/State/Country:
  SWIFT Code:
  Account Number:
  IBAN:
  Email Address for Remittance:
  
  ******
  Birthdate:
  Email Address associated with ****** account:
  
  *****
  Date of Birth:
  Phone Number associated with ***** account:
  
  CHECK
  Updated mailing address:
  
  If you choose ****** or *****, please provide your mailing information as we may issue a check if there are any issues with these methods.
  
  
  
  Sincerely,
  Executive Offices

• Initial Complaint

  Date:01/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been doing business with them for months and was good until I booked a motel called *** **** ***** ** *** *****. I booked 6 days there in total. It was a horrible experience there and the last 2 days I booked I was asked to leave before my booking was to start because I didn't pay the additional $60 they were asking for when it was not stated nor part of the agreement with Priceline. I called Priceline.com and *********** and got the run around lies and they said my money was non-refundable but would make a one-time refund that I have yet to see. Both Priceline,*********** and *** **** Homes for the ***** have not paid me for the 2 days and my deposit refund. I would never go to that bed bug and roach infested very cold dusty and nasty bath room place ever again. They had drug addicts that stay there

  

  Business Response

  Date: 02/07/2025

  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 that you were unhappy with your hotel accommodation. We are currently working with our travel partner regarding your concern. 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

• Initial Complaint

  Date:01/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/13/24, I purchased three plane tickets through Priceline for my adult brother, my juvenile son, and I to fly to ** on 02/12/25. The total purchase was $1,904.37, which included an optional $107.79 “Trip Protection” charge, as it “Reimburses up to 100% for Trip Cancellation and Interruption.” On 12/29/24, we had a catastrophic ground water leak in my residence resulting in substantial damage. The loss is not covered by homeowner’s insurance. The cost to stop the water leak is nearly $12,000.00. This does not include the thousands to repair the damage to the interior of my residence. On 01/07/25, I contacted Priceline to cancel the reservation for my son and I due to the unforeseen and substantial damage to my home. Priceline told me they could not reimburse my tickets, and said I would need to file a claim through ****** as they handle the “Trip Protection” claims. Priceline ended up cancelling the reservation for my son and I before I was able to file a claim with ******. I subsequently filed a claim with ******, providing them with images and documentation relating to the water leak. The claim I filed was denied without explanation. As I noted in my claim, two out of the four repair days are occurring during the time period of this trip. I have tried multiple times to follow up with ****** with no response. My complaint is Priceline is falsely advertising their “Trip Protection.” It’s not like I cancelled last minute, they have had over a month to resell our tickets, which I’m sure they already have. Now I’m stuck paying for a trip I can’t go on and those needed funds can’t go towards the required repairs for my house.

  

  Business Response

  Date: 02/10/2025

  Dear ********* ******,
  
  We hope this message finds you well. We are writing in response to your Better Business Bureau complaint concerning your ***** *** ***** and ****** ******** tickets, associated with Priceline Trip Number ********517.
  
  We sincerely apologize for the difficulties you've encountered and understand your request for a refund. However, we would like to clarify that the tickets were booked under a non-changeable and non-refundable rate. As such, our ability to issue a refund is subject to the discretion of the partner airlines.
  
  To assist you, we reached out to both ***** *** ***** and ****** ******** to request an exception for rebooking or a refund. Unfortunately, we regret to inform you that these requests were not approved, and the reservation remains non-refundable. As a result, we are unable to fulfill your refund request, as ******* ******* does not have the authority to override this decision.
  
  Our records indicate that you purchased trip insurance through our partner, ******. Please note that we are not a licensed insurance provider. To better understand the coverage, we encourage you to review the details on your itinerary, which was sent to you via email.
  
  For any insurance-related inquiries or to file a claim, you can contact ****** through the following channels:
  Online Claim Initiation: ********************************** to get started
  For any other questions, visit Homepage - Description of coverage details
  
  Customer Account Page - ******************************
  We appreciate your understanding and patience regarding this matter.
  
  
  Sincerely,
  Executive Offices

• Initial Complaint

  Date:01/28/2025

  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 TRIP # *** **** *518. ****** #****** DEC 24/24. CHARGES ON **** US 1079.74 +US 600- FLIGHT & HOTEl US1679.74. CHARGED AGAIN ******** 1597.90 +887.81 -$2485.71 TWICE ON MY ****. CALLED **** DISPUTE THE ONE CHARGE US. ON THE 29 DEC. AT THE HOTEL RECEPTION THEY ASKED FOR A DEPOSIT OF US $100 CHARGES FOR RESORT FEES A DAY $35 A DAY TOTAL US 197.75. PRICELINE REPS DID NOT ADVISE THIS WAS FLIGHT & HOTEL WILL BE CHARGED IN US. A LOT OF DISINFORMATION. TALKED TO A SUPERVISOR RAUL HE SAID WITH ALL THE ISSUES HE WILL ISSUE ME A ROUND TRIP TICKET. **** WAS ON THE SPEAKER PHONE HEARD MY CONVERSATION. TRAVELING IN 2 DAY STILL WAITING FOR MY ITENERY AND HOTEL CONFIRMATION. CALLED SUPERVISOR RAUL HE SAID SORRY FOR ALL ISSUES HE WILL GIVE ME A VOUCHER FOR $50 FOR A NEXT TRIP INCLUDING THE ROUND TRIP TICKET. NO CONTACT PHONE# FOR PRICELINE HEAD OFFICE. ALL YOU GET WRONG #. PLEASE CAN YOU KINDLY HELP ME TO CONTACT PRICELINE. THIS IS AN ABSOLUTE NIGHTMARE WORKING THE THESE REPS. LAST ISSUE- WHEN YOU PAY BY CREDIT CARD YOUR FUNDS ARE ON HOLD. WHY??? CHARGED ******** $2485.71 HOTEL /AIR TICKETS - US 197.75 RESORT CHARGES

  

  Business Response

  Date: 02/08/2025

  Dear ******* *****,
  
  Thank you for contacting us. We acknowledge receipt of your inquiry submitted to the Better Business Bureau.
  
  Rest assured, your concern has been promptly relayed to our Travel Services Department, tasked with overseeing your booking. You can anticipate their communication within 3-10 business days.
  
  We appreciate your time. Stay safe and healthy.
  
  
  Sincerely,
  Executive Offices

  Customer Answer

  Date: 02/10/2025

  
  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:01/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked two rooms for: "***** * ******* ********" for Jan 18 - Jan 20 2025. It was very disappointing to find out they have a hotel in Canada with exactly the same name: " ***** * ******* ********", which is very confusing and tricked us make a reservation for this hotel instead of for "***** * ******* ********" in **. Luckily we called before we leave to confirm everything will be fine with our stay at the hotel to find out the reservation was made for a hotel in Canada. We tried to cancel immediately by calling Priceline.com, but they were not able to get in touch with the management of the hotel to get approval to void the cancellation fee. They sent numerous emails to the hotel, but 10 days later still no response. Can you please help us with getting a full refund of $323.76. Thank you.

  

  Business Response

  Date: 02/07/2025

  Dear **** *********,
  
  Thank you for contacting us regarding your reservation at the ***** * ** ******* ******** for Request Number ***********.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that you booked the reservation for the wrong location. During the booking process, we indicated that the reservation cannot be changed or canceled once booked. Since we value your business, we contacted the hotel to request an exception or a refund but did not obtain approval. Therefore, the reservation remains non-refundable.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:01/28/2025

  Type:Facilities Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 21, 2025, I booked a stay at *** *** ****** through Priceline (Booking ID: **********5-16). During the night, at 1 AM, I was woken up by bed bug bites. The intense itching, redness, and swelling made it impossible to sleep or relax. Upon inspecting the bed, I discovered insects crawling on it, confirming the unacceptable hygiene conditions. I immediately contacted *****, who facilitated the booking through Priceline, and provided photographic evidence of the bed bugs and bites. Despite this, ***** and Priceline failed to provide meaningful assistance that night. They attempted to contact the hotel multiple times, but the hotel was unresponsive, leaving me stranded in freezing conditions. By 3 AM, with no support from ***** and Priceline or the hotel and bed bugs still visible in the room, I was forced to book alternative accommodations at my own expense. On January 27, I was informed that ***** denied my request for a refund or compensation based on the hotel’s claim that I "utilized the property." This claim is deeply misleading and ignores the reality that the room was uninhabitable and unsuitable for any guest. Despite all of this, Priceline, as the original booking platform, has failed to assist me in resolving this matter or ensuring that the charges for this uninhabitable room are refunded. I trusted Priceline as a reputable platform, and yet I have been left feeling unsupported and unfairly charged for a nightmarish experience. As the original booking platform, Priceline shares the responsibility for ensuring the quality and safety of the properties listed on their site. The lack of action in helping me secure a resolution, despite clear evidence of the room’s unacceptable condition, is unacceptable. I respectfully request the BBB’s assistance in ensuring that Priceline acknowledges their role and takes responsibility for their failure to assist in resolving this matter.

  

  Business Response

  Date: 02/07/2025

  **** ****** **,
  
  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 found a lower rate for your itinerary. Please note that while you booked through Priceline****, your reservation is serviced by one of our partners, *********. We escalated your issue to our partner, and someone will contact you within 14 days with a resolution.
  
  We apologize for the inconvenience, and we appreciate your time.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 02/07/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  They are responding to the wrong issue. I’m not complaining about “found lower rate.”

  
  Sincerely,
  
  ****** **

  

  Business Response

  Date: 02/18/2025

  **** ****** **,
  
  We apologize for the incorrect response.
  
  As previously stated, we contacted ********* regarding your concern. On Feb 8, 2025, they informed us that they had refunded the total cost of this reservation. They also added that you were informed of the resolution. For further questions, kindly reach out to ********* directly.
  
  Thank you for your time. 
  
  Sincerely,
  
  Executive Offices