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:02/13/2023

  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 room with Priceline and ******. Drove to my destination, was homeless for an evening due to a policy that was never explained to me when I booked. And now Priceline is charging ****** for a night the told me “oh well too bad” on. It was a mountain trip and I slept in 30 degree weather in my car with no blankets

  

  Business Response

  Date: 02/26/2023

  Dear ******* ******,
  
  Thank you for contacting us regarding your reservation at the ***** * ** ******* ********* for Trip Number *********16.
  
  We are writing in response to your Better Business complaint.
  
  We understand you had issues checking in due to the hotel's security deposit policy. Our records show that we called the hotel on February 21, 2023, and spoke with Emily at the front desk, who declined our request for a refund since their system showed that you checked in. However, as a one-time exception, we refunded $57.97 to the original form of payment used to make the purchase. Refunds are processed through our system within one business day. You may contact your bank directly to inquire about their posting time.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:02/13/2023

  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 am writing to file a complaint against Priceline in regards to a recent booking I made with them on February 12, 2023. My Priceline trip number is 2************6 and the confirmation number is ***********. The total amount spent on this booking was $2,364.36. I was trying to book a hotel room with a trip protection as a bundle, but the system charged me for the hotel room only and I was not informed that the trip protection purchase failed until after the payment had been processed. I reached out to Priceline's customer service, but they were unable to assist me in providing the trip protection or processing a refund. They informed me that the hotel booking I chose had a no refundable condition. It is important to note that I was specifically trying to purchase the hotel room and trip protection as a bundle, as having trip protection is a requirement from my company for the reimbursement of my expenses. The system's failure to inform me of the failed trip protection purchase before processing the payment and the inability of customer service to assist me has left me in a difficult situation, as I am now stuck with a hotel booking that does not meet the requirements of my company and cannot be refunded. Please note that this is not a matter of regretting the purchase, but a cancellation of a purchase that was made under false pretenses. I feel that my consumer rights were violated and that I was misled by the Priceline system. I am seeking a resolution to this issue and would like Priceline to rectify the situation by issuing a refund for the hotel booking, as I am unable to use it due to the unavailability of trip protection, which is required for the reimbursement of my expenses by my company. Thank you for your time and assistance in this matter. Sincerely, ******* ******* **** *******

  

  Business Response

  Date: 02/17/2023

  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.
  
  As we understand, you requested to cancel your reservation. Since you booked a non-refundable rate, we called our Travel Partner to request an exception or a refund. As approved, we canceled the booking for a full refund of 2364.36 USD. We process refunds within one business day through our system. 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:02/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an airline ticket in 2019 from Priceline. It was a ****** airlines ticket. The ticket was to ****** for an event. The ticket was for April 9 2020. Covid hit and the airlines stopped flying. I was told that I could not get a refund and that I had one year to use a credit voucher. I’m never going to ******. I was only going for an event. I tried over the years but Priceline would not give a refund. They extended my credit voucher to Dec 2023 but I don’t travel often so it’s no use to me. I tried to use it to go to *** ******, but Priceline wanted me to pay an additional $550 plus the voucher. I can’t afford to do that. I can’t fly anywhere. I’m not going to fly anywhere. But this company has my money, I can’t use the voucher, and they won’t refund me. Is going to expire because I can’t use it and they will keep my money. How can that be legal?

  

  Business Response

  Date: 02/23/2023

  Dear ****** ********, 

  
  Thank you for contacting us regarding your reservation with Trip Number 2*********9.
  

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

  We're sorry to hear about the run-around. Please be assured that we are continually finding ways to improve our customer service.
  

  We see that ****** Airlines has refunded your ticket.
  

  We confirmed we ****** Airlines that the refund was processed to us thru a check.
  

  All refunds are processed in 1 to 2 billing cycles depending on your bank's turnaround time.
  

  We appreciate your time. Stay safe and healthy!
  

  Sincerely,

  Executive Offices

• Initial Complaint

  Date:02/13/2023

  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 this through Priceline, and was not aware of the type of hotel that they would be putting me in. I tried to call Priceline and was meet with a very rude customer service rep who said there’s nothing that can be done and it was my fault for booking the room. I asked to speak with a manger, and the manger stated that she is not willing to help me. I tried to explain that I would be willing to still book through them just wanted a different hotel. The manager advised me no and that she was not willing to make any exceptions and didn’t care. All I wanted to do was change the hotel. Please make this right.

  

  Business Response

  Date: 02/26/2023

  Dear ******* ********,
  
  Thank you for contacting us regarding your reservation at the ******* *** ************* ***** for Trip Number *********17.
  
  We are writing in response to your Better Business complaint.
  
  We understand that you requested to switch hotels. Our records show that you booked through our Pricebreaker Deals, where you would get one of the three hotels we presented during the booking process. We also indicated in your Contract that this special discounted rate was non-refundable, non-transferable, and non-changeable. Regrettably, modifications and refunds do not apply to your booking.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:02/13/2023

  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.

  Good afternoon. I'm writing because I called Priceline on July 20th of 2022 to upgrade from economy to first. The obstacles they made me go through is ridiculous to begin with. I spoke to a representative named Jim who preauthorized my credit card for $382.08, as soon as he did the price "jumped" to over $1,000. I told him, hold off I will call back later. He informed me that the $382.08 would come off in 5-7 business days. I called back about an hour later and paid the $382.08 on a different credit card once the price dropped down. The reauthorization NEVER came off, it's been 7 months. I called in September to upgrade my flight home from economy to first, I gave the woman on the phone my credit card and charged me $461.84. She somehow charged another credit AND the credit card I had on file without my permission. I have called Priceline countless times, over 500 to be exact. Asking for a refund, all they do is say the accounting team is working on it, now 6-7 months later I'm still waiting. I couldn't dispute with my credit cards because of losing my vacation package to begin with. They keep lying to me and refuse to help me, they're putting me in a position where my vacation was ruined because I was $800 less than I should have had. I'm far from rich and did the first class as a birthday gift to myself. I want my money back and honestly a free trip at this point for making me wait 7 months. I want to get this out to as many people as possible. I'm giving you the documentation, they purposely charged under Priceline and united to make sure they covered their ass. Thank you.

  

  Business Response

  Date: 02/23/2023

  Dear ********* ******, 

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

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

  We're sorry to hear about the run-around. Please be assured that we are continually finding ways to improve our customer service.
  

  We see that one of our Executive Offices, Aira was in charge of reviewing your reservation.
  

  Kindly wait for her callback, and should you want to follow up, you may respond with your previous conversation.
  

  We appreciate your time. Stay safe and healthy!
  

  Sincerely,
  

  Executive Offices

  Customer Answer

  Date: 03/01/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is meh to me.
  

  While I was helped by Aira and my refund plus an additional $150 is being sent to me. I’m still quite upset that I wasn’t given a flight voucher considering I waited 9 months almost for my money which forced me to not have the money I wanted to enjoy my trip in the first place. I won’t be using Priceline anymore.
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:02/13/2023

  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 am seeking a refund of $1,969.64 from Priceline.com for the hotel that I reserved through Priceline.com under Priceline trip number 1************8. On Oct 24, 2022, I made a reservation of hotel “*** ****** ***** ******** *********” through Priceline.com under Priceline’s trip number 1************8 to stay in the hotel for 6 nights from 12/24/2022-12/30/2022 with a total booking fee of $3,542.40 paid to priceline.com using my credit card. Because there was a snowstorm on 12/24/2022, my original flight to ***** **** was canceled. My family and I were rebooked to another flight on 12/27/2022. I called the hotel about the delayed arrival and was informed by the hotel front desk that it should be fine. When my family and I arrived at the hotel on 12/27/2022, we were informed by the hotel that Priceline.com had canceled our hotel room, and we could not stay unless either priceline.com or we paid the hotel. I called the priceline.com at the hotel. Yet, the Priceline agent who answered my call could not identify a way to pay the hotel in time. Thus, I had to pay the hotel on the spot in order to stay at the hotel for 3 nights from 12/27/2022 to 12/30/2022. My credit card bill indicated that I had paid the hotel $1,969.64 ($1,912.28 for the lodging plus $57.36 for the foreign transaction fee). In summary, I got charged twice for staying at the hotel, one by priceline.com for $3,542.40 and another one by the hotel for $1,96.64. I did not ask the hotel to refund me because it provided the hotel service. I asked priceline.com to refund me because the hotel service that I reserved through Priceline was not honored. I did not ask Priceline to fully refund $3,542.40 to me because I understand that Priceline needs some profits and also the service disruption was mainly caused by the weather. As such, I am asking Priceline to refund me $1,969.64, the payment that I made to the hotel so that I only pay once for the hotel service.

  

  Business Response

  Date: 02/22/2023

  Dear **** ****,
  
  Thank you for contacting us regarding your hotel reservation at the *** ****** ***** **** - *** ********* for Request Number 1*********8.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that you requested a late check-in at the hotel due to the weather. Our records indicate that you only contacted us on Dec 27, 2022. We have no information on what the hotel approved of you, nor did we confirm the late check-in request at the hotel. We contacted them and confirmed that they tagged you as a no-show, but the reservation remains non-refundable. Since we value your business, we refunded the last (4) nights' charge for 2384.14 USD. We process refunds within one business day through our system. You may contact your bank directly to inquire about their posting time.
  
  We hope you find this information helpful.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 02/25/2023

  
  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:02/13/2023

  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 1/17/23 I called into Priceline to purchase a 4 night vacation to the ********** ****** **** ****** * *** in the **** *** ***** ***** ***** from 2/17-2/21 of 2023 & approximately $530 per night. My credit card was immediately charged a total of $2,130.94. However, my trip was incorrectly booked to 2 separate trips (Trip#1************6 for 2/17-2/19 and Trip#1************7 for 2/19-2/21) at 2 different rates for the incorrect room type. When I received the email for Trip#1************7 i immediately called my Bank to verify the total charged and then called Priceline and advised that I had paid for 4 nights and that the email only indicated 2 nights with the wrong room. The customer service rep advised that my stay was incorrectly booked, but that I did have 4 nights and I’d receive a 2nd email. At that time I requested to cancel and rebook with the correct days and room type. The Priceline rep assured me that there’s was no need to cancel my issue was being escalated to a supervisor and the correction would be made. She said I’d receive an updated email in 3 business days. When I didn’t receive the email I called back and was advised to send photos of the correct room type with price. I advised that the price constantly changes, but I’d send the current price. Since then I’ve dealt with numerous Priceline reps who continue to give me the runaround saying they’re escalating my case and I’ll receive a response in 3-5 business days. I’ve also dealt with reps who advised they couldn’t contact the hotel to make the correction because they don’t speak Spanish, others who really don’t understand English, and many who say they have to transfer to reservations. I’m EXHAUSTED with dealing with this issue. I’ve waited patiently. I’d like my trip correctly booked/reserved. I don’t want to travel out of the country worrying about my stay. I’m asking that Priceline fix the error and correctly reserve from 2/17-2/21 in *** **** *** ***** ***** *****.

  

  Business Response

  Date: 02/17/2023

  Dear **** *******,
  
  Thank you for contacting us regarding your hotel reservations at the ********** ****** **** ****** * *** - ****** **** * *** ********* for Request Numbers *********96 and *********97.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that you have concerns regarding the booking process of your reservations. We reviewed the information in our system and verified that the reservations were booked separately in two bookings but with the correct dates. Our records indicate that you were guaranteed an  ****** ***** **** ****** ***** **** **** ***, the same room type confirmed on your itinerary. For the inconvenience, you were provided with goodwill refunds for 228.39 USD and 195.80 USD on Feb 12, 2023. We process refunds within one business day through our system. 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:02/10/2023

  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 2 night hotel room through Priceline on Jan 22, 2023 for total price of 306.96. The purpose of stay is for my son’s soccer tournament. There was severe weather alert in *********** ** on Feb 11 and fed 12th, so soccer board cancelled the tournament. I was calling Priceline for refund a week before the stay. Priceline and hotel charged penalty for 153.48 and refunded the rest. All of other team members who booked in **** ******* received full refund and took Priceline as I was using for past several years for hotel booking.

  

  Business Response

  Date: 02/23/2023

  Dear ********* ***************,
  
  Thank you for contacting us regarding your reservation at the ******* ***** ***** ******** * ********** for Trip Number *********17.
  
  We are writing in response to your Better Business complaint.
  
  We understand that you requested a cancel your reservation due to the bad weather. Our records show that we called the hotel on February 9, 2023, and spoke with General Manager Elisa, who agreed to cancel your reservation, for a one-night penalty fee. You booked a non-refundable reservation, and issuing a refund is at the hotel's discretion. On February 10, 2023, we refunded $153.48 to the original form of payment used to make the purchase. Regrettably, we could not issue a refund for the penalty fee.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 02/23/2023

  
  Complaint: ********
  
  I am rejecting this response because: I am still entitled to receive penalty fee as refund. It’s neither my fault or anyone, if there is severe weather and all soccer tournaments are cancelled, how can we go to stay there. All other team members got  refund and only I got stuck due to booking with Priceline.
  
  Sincerely,
  
  ********* ***************

  

  Business Response

  Date: 03/07/2023

  Dear ********* ***************,
  
  We received your rejection.
  
  We understand that your cancellation request was due to bad weather. However, your reservation was non-refundable, and refunds are at the hotel's discretion. We called the hotel on February 9, 2023, and spoke with General Manager Elisa, who agreed to cancel your reservation, for a one-night penalty fee. Therefore, we only processed a refund of $153.48 to the original form of payment used to make the purchase. Regrettably, we could not issue a refund for the penalty fee.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:02/10/2023

  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.

  Payment Summary Priceline trip number 1************8 Purchase date Oct 7, 2022 Payment method ********** (****) Billing name **** ******* Weekly rate $267.47 Number of weeks X1 Extra daily rate $36.99 Number of days X2 Taxes and fees $100.65 Car subtotal $442.10 Total charged $341.45 I made a car reservation with the above information through Priceline. I rented the car and ******* *** ****** says they never received the $341.45 payment I made to Priceline. I have contacted both companies several times and cannot get a response that even mentions the payment made. I believe Priceline is the company who has made the mistake and ignores my complaint. I am requesting a refund of the $341.45 I paid to Priceline.

  

  Business Response

  Date: 02/23/2023

  Dear **** *******,
  
  Thank you for contacting us regarding your rental car reservation with ******* *** ****** for Trip Number 1*********8.
  
  We are writing in response to your Better Business complaint.
  
  As we understand, the counter did not receive the prepayment for your rental car reservation. The Receipt you attached to your BBB Complaint indicates that the counter honored your prepayment and did not charge you for the rental rate. The $607.78 charge on the Receipt was for the taxable Damage Waiver ($377.91), Premium Emergency Roadside Service ($80.91) that you added at the counter, and the applicable Taxes and Fees for your rental car booking. The Damage Waiver and the Premium Emergency Roadside Service are optional, and your prepayment does
  not cover these additional products. Regrettably, we could not refund the charges you incurred at the counter.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:02/10/2023

  Type:Service or Repair 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.

  ************** booking Id I booked an express deal Priceline best price guarantee they need to refund me 200% of the difference I found a lower rate online they are refusing to honor for no valid reasons I demand a refund that I am due this is a valid complaint The difference in price is $610.82 x 2 = $1,221.64 We need this resolved asap

  

  Business Response

  Date: 02/17/2023

  Dear ***** ******,
  
  Thank you for contacting us regarding your hotel reservation at *** ******** ****** *** ***** for Request Number ***********.
  
  We are writing in response to your Better Business Bureau complaint.
  
  As we understand, you found a lower rate for your itinerary. Our records indicate that one of our Executive Services staff processed an additional refund of 515.50 USD today (Feb 17, 2023). We process refunds within one business day through our system. You may contact your bank directly to inquire about their posting time.
  
  We hope you find this information helpful.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 02/21/2023

  
  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,
  
  ***** ******