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:02/03/2023

  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.

  In May 2022, I purchased two round trip plane tickets from *** to *** on February 2, 2023 and returning February 9, 2023 ($1,220.78) and a hotel reservation ($216.30). I paid a total of $1,437.08 to Priceline. On December 8, 2022, I received an email from Priceline detailing a schedule change in my flights on February 9, 2023. I saw that the schedule change caused a misconnection, so I called Priceline to seek help fixing the misconnection. Priceline said that they would email the airline (**** *******) to fix the misconnection, but I never received an updated itinerary from Priceline after each time I called. I had to call every other week. On January 31, 2023 a Priceline agent finally agreed to help me and reached out to **** *******s to fix the misconnection on February 9th. On the phone call, the Priceline agent mistakenly told the **** *******s to cancel our flight leaving *** to *** ********* (one of the layovers) on February 2nd without my knowledge. When I tried to check-in to our flight leaving ***, I received an error message. I called the airline and was informed. Because the Priceline agent told **** *******s to cancel our flight leaving ***, **** *******s was unwilling to reschedule the flight. **** *******s told us we had to buy all new tickets from *** to *** and returning. **** *******s said that they could not process any more changes and that new flights would cost over $6,600.00. I spent over 12 hours on the phone with Priceline and **** *******s trying to fix our flights with no success. Because the Priceline agent mistakenly canceled part of our flights, we missed our entire trip to Panama. We should receive a full refund from Priceline for our flights and hotel reservations. We spent $654.15 in non-refundable accommodations for this trip not through Priceline. I believe Priceline should refund us for this too considering that their agent caused us to miss our entire trip and their agency was unwilling to help us arrange new flights.

  

  Business Response

  Date: 02/16/2023

  Dear **** ********,
  
  Thank you for contacting us regarding your **** tickets with Trip Number ***********. We are writing to you about your Better Business Bureau complaint.
  
  We truly apologize for the inconvenience. After further review, we have decided to refund the amount of the **** tickets, 1220.78 USD. We can also include your hotel for reimbursement. However, we need to have the receipt that we can forward to our Accounting Department.
  
  As of the moment, we're unable to refund the original form of payment. Instead, we can refund via ACH or check refund. Please provide us with the needed information on your preferred refund process.
  
  ACH:
  Bank Name: 
  Account Number:
  Routing Number:
  Address:
  
  CHECK
  Mailing address:
  
  We will wait for your Rejection response. Stay safe and healthy!
  
  
  Sincerely,
  Executive Offices

  Customer Answer

  Date: 02/17/2023

  Hello,

  This find the receipts for the flights ($1,220.78) and hotel ($216.30) attached, totaling $1,437.08. We have completed the information requested below:

  ACH

  Bank Name: ****** ********* ****** *****
  Account Number: **********
  Routing Number: *********
  Address: **** *** ****** ************ ** ***** **** **** ****** ******* ** *****
  
  CHECK
  Mailing address: **** ******* ** * **** ****** ** *****

   

  Thank you, 

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

  

  Business Response

  Date: 02/28/2023

  Dear **** ********,
  
  Thank you for getting back to us.
  
  We process two (2) sets of refunds.
  
  Your hotel portion was refunded to the original form of payment for 216.30 USD. The refund will be processed in one business day, and the posting time depends on the bank.
  
  The flight refund is via ACH for 1,220.78 USD. The refund will be forwarded to your provided bank information. It should be posted after a few business days.
  
  We hope to have the opportunity to regain your confidence in booking with us in the future when you have travel planning needs.
  
  
  Sincerely,
  Executive Offices

• Initial Complaint

  Date:02/03/2023

  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 Jan 21, 2023 we booked a flight on Priceline for $ 649.40 for a round trip *******. This was a cancellable and redeemable ticket. On Feb 1st we found that we could not use the outbound flight and checked with the carrier ******** ******** who told us that we were entitled to a $ 250 credit. We called Priceline customer care and they changed the flight to inbound only but informed us that there was only $ 50 credit and even that CREDIT MUST BE FORFEITED IF WE WANTED TO CHANGE TO ONE WAY. It appears that this is a shady practice designed to extort from unwary customers and that this bad faith should not be ignored. I am asking BBB to help me receive the $ 250 credit on a cancellable flight.

  

  Business Response

  Date: 02/16/2023

  Dear ****** ******,
  
  Thank you for contacting us regarding your ******** ******** tickets with Trip Number ***********. We are writing to you about your Better Business Bureau complaint.
  
  We understand that you are looking for a refund.
  
  Our record shows that you contacted us on Feb 3, 2023, to make a change to the ticket. There's no fee collected and, there was a residual loss of 55.20 USD that you agreed to lose.
  
  In rebooking travel credits, we access the flights and fares of the airline's inventory. The airline requires us to access the available flight inventories and prices in their system during the exchange. 
  
  We understand that ******** ******** can provide a travel credit from the residual. However, due to our system limitations, we are not capable of doing so, which we have disclosed before proceeding with the exchange.
  
  Regrettably, we cannot proceed with your refund request.
  
  We appreciate your time. Stay safe and healthy!
  
  
  Sincerely,
  Executive Offices

  Customer Answer

  Date: 02/16/2023

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

  I was informed of the forfeit when I called to change the flight from two way to one way. There was absolutely no disclosure of forfeit on the website when the booking was made. This non-disclosure is unacceptable.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 02/28/2023

  Dear ****** ******,
  
  We got your rejection.
  
  We have presented the fare rules and restrictions of your ticket. Part of it says that your ticket is non-refundable but changes can be done.
  There was no specification about residual loss however, we were able to advise you over the phone which you have agreed.
  
  Thank you for your time. Stay safe and healthy.
  
  
  Sincerely,
  Executive Offices

• Initial Complaint

  Date:02/03/2023

  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.

  I made a transaction on Jan 2,23 (Trip #: 2************8, Paid: $351.93) & Jan 9,23 (Trip #: 2************7, $665.10). For both hotels, I was charged on site a hotel/ occupancy tax of the amounts $37.19 for ****** *** & $80.34 for ***** *****. This should not have been the case as Priceline has clearly charged me for the tax to satisfy this payment. In the contract under taxes &fees in my summary for payment on Priceline it clearly states that taxes are included in the price I paid for both hotels. Both hotels said it was an occupancy/ tourist tax, NOT a resort fee. When I called priceline and after 2 hours of being on the phone with me, not one person has acknowledged this portion of the contract. Either I was told this is a resort fee I was charged or I was wrong or you need to talk to the hotel and we have to go through some vendor and see. I have been told I was going to be reached to in 3 days and I have not recieved anything back so I am here. Nowhere in my payment summary for the Europe hotels should I have been charged anything at the hotel. **, when I booked through ******* for *****, the site told me I would be charged on site. for taxes. Priceline has clearly breached, cheated, and false advertised what the taxes and fees are going to and blame the customer when I have been talking to them on the phone. For both invoices, underneath Taxes and Fees it states below: "In connection with facilitating your hotel transaction, the charge to your debit or credit card will include a charge for Taxes and Fees. This charge includes an estimated amount to recover the amount we pay to the hotel in connection with your reservation for taxes owed by the hotel including, without limitation, sales and use tax, occupancy tax, room tax, excise tax, value added tax and/or other similar taxes".... and so on. Chris from Escalations, absolutely pitiful and rude, and a few others (who were better) have called the hotel, vendor, etc and have made an excuse each time.

  

  Business Response

  Date: 02/10/2023

  Dear ***** *****,
  
  Thank you for contacting us regarding your hotel reservations at the ****** *** and ***** ***** for Request Numbers *********18 and *********17.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that these hotels charged you for your prepaid reservations. For further review, kindly send a copy of your bank statement showing the hotel's charges. In your complaint, please attach the information in a PDF or JPG file.
  
  We look forward to hearing from you.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 02/14/2023

  
  Complaint: ********
  
  I am rejecting this response because: I hope this helps in solving this issue and how much time this has taken me to prove this and the compensation that is involved. I have attached my invoices from the hotel and my credit card proving payment. 

   

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

  

  Business Response

  Date: 02/18/2023

  Dear ***** *****,
  
  We received your rejection.
  
  We confirmed with the hotels that they charged you a mandatory City or Tourism tax for each reservation. Therefore, we refunded each charge based on the currency conversion rate during your travel dates. Below are the refund details:
  
  Priceline Trip Number: *********18
  Hotel Name: ****** ***
  Refund Amount: 36.91 USD
  
  Priceline Trip Number: *********17
  Hotel Name: ***** *****
  Refund Amount: 81.76 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: 03/01/2023

  I haven't received one acknowledgement or apology from them for being wrong - I have spent 6 plus hours on this and no comment aside from oh we helped you reach out to the hotel and got the refund for you.... No compensation for wasting my time, energy, and blatant disrespect, especially the last individual I talked to them on the phone. That is the message I wanted to send and what is going to be done. 

  This is clearly a false advertisement on their website. 

  I have received the refund - thank you. 

   

  Kind regards 

  *****

• Initial Complaint

  Date:02/03/2023

  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 bought tickets in April 2022 for travel from ********** ** to ******* **. For August 2022. I cancelled the trip because the wedding was cancelled. The car rental was refunded, however I have called multiple time since August to get my refund for my flights. Every time I have called I get a different answer on how I can use the flights, some have said there is no expiration others have told me I can’t get a refund. I have a job that does not allow me to take time off often, so I do not have the luxury of using these tickets at my leisurely convenience. I have attempted multiple times to receive my refund for the flights and have been told no. They stated ****** ******** does not do refunds, however when I asked did I pay ****** ********? They stated no I did not pay ******, so obviously ****** ******** policy doesn’t apply to my ticket. I asked them who I paid, they stated I paid them and not ******. My package reference number is ***********. I am highly disgruntled and I just want my refund of $1,870.

  

  Business Response

  Date: 02/16/2023

  Dear ******* **********,
  
  
  Thank you for contacting us regarding your ****** ******** tickets with Trip Number ***********. We are writing to you about your Better Business Bureau complaint.
  
  
  We understand that you are looking for a refund.
  
  
  After booking, we have shared the fare rules and restrictions of your tickets imposed by ****** ********. One of which is it is nonrefundable. However, it can be changed. Your only option is to rebook. 
  
  
  ****** ******** Travel Credit Guidelines:
  Your travel credit must be redeemed by Dec 31, 2023, and travel begins by Dec 31, 2023.
  Travel credits may be redeemed for future ****** ******** flights only and may not be used towards a previously purchased ticket or the purchase of a vacation package.
  You will be responsible for the airfare difference between your original and new tickets at the time of redemption.
  Travel credits are non-transferable.
  
  
  ****** ******** confirmation: ******
  *********8001 **********/****** - 343.12 USD
  *********8000 **********/***** - 343.12 USD
  *********7999 **********/******* - 343.12 USD
  *********7998 **********/******* - 343.12 USD
  
  
  We regret that we cannot proceed with your refund request as ****** ******** won't allow us.
  
  
  We appreciate your time. Stay safe and healthy!
  
  
  
  
  Sincerely,
  Executive Offices

  Customer Answer

  Date: 02/16/2023

  
  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. I appreciate the extension on when the tickets have to be used. I look forward to using my them in the next year. Thank you for extending it until 31 December 2023.
  
  Sincerely,
  
  ******* **********

• Initial Complaint

  Date:02/02/2023

  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 purchase a ticket with Priceline using ****** and was a problem with the app and I make 3 different reservacions, then 20 minutes after I realize and called and cancel 2 of them but Priceline didn’t give me the refund to one this reservations first they said they did it and even send me the prof and 2 months after I called after ****** told me that was the investigation was no in my favor, because what Priceline send was no a refund and now ****** said they never charge ****** for it and don’t want to give me any prof of this

  

  Business Response

  Date: 02/16/2023

  Dear ******** ****** *****,
  
  Thank you for contacting us regarding your ******** ******** tickets with Trip Number ***********. We are writing in response to your Better Business Bureau complaint.
  
  We truly apologize for the inconvenience. We have escalated your concern to our Accounting Department. They confirmed that the refund was not transmitted to ****** and, they currently investigating.
  
  For a faster fix, we would like to refund you directly. We can refund via ACH or check refund. Please provide us with the needed information on your preferred refund process.
  
  ACH:
  Bank Name: 
  Account Number:
  Routing Number:
  Address:
  
  CHECK
  Mailing address:
  
  We will wait for your Rejection response. Stay safe and healthy!
  
  
  Sincerely,
  Executive Offices

  Customer Answer

  Date: 02/17/2023

  Good afternoon please I would like the refund to be done to the card that original make the payment that was ******. Thanks 

  

  Business Response

  Date: 03/01/2023

  Dear ******** ****** *****,
  
  We understand. A refund of 1126.24 USD was processed today, Feb 28, 2023. We processed the refund in one business day and forwarded it to ******. The refund should be posted after a few business days. Please check with ****** after a few business days.
  
  We hope to have the opportunity to regain your confidence in booking with us in the future when you have travel planning needs.
  
  
  Sincerely,
  Executive Offices

• Initial Complaint

  Date:02/02/2023

  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.

  on December 15, 2022, I reserved on Priceline.com Airplane tickets and a car rental for a trip to *******, I got a price of $20.82 for a car for 3 days, the next day 12/16 I arrived in ***** and I wanted to the car rental called ***** ******, they told me that the price I got on Priceline is just an estimate and the real price is... $360!!! and on the spot, they told you can't get back your $20.82... I called Priceline and they told me the same "no refund" so my question is: if it's a real reservation you can't change the price so dramatically, and if it's just an estimate how come that I cant cancel it????

  

  Business Response

  Date: 02/15/2023

  Dear ****** ******,
  
  Thank you for contacting us regarding your rental car reservation with ***** ****** for Trip Number ***********.
  
  We are writing in response to your Better Business complaint.
  
  As we understand, the counter did not honor the rate you booked for your rental car. We contacted ***** ****** and spoke with Carla, who confirmed that your reservation was unused. However, she could not validate your claim regarding the rate change. As an exception, we refunded $20.82 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

  Customer Answer

  Date: 02/15/2023

  
  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:02/02/2023

  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 made a hotel reservation Priceline trip #: 1************7 at the ****** ***** on ***** ********* ***, **** ***** ******* for dates of Sept 27, 28, 29 & departing on 30th of 2022. I tried canceling hotel when I learned they didn’t have an elevator. Hotel canceled but not Priceline. A dispute was open with Priceline. Since having no luck with Priceline Disputes, at the last minute I decided to just stay at the hotel and make the best of it. Upon arrival at hotel, I spoke with Maya who had been very helpful with me in the past and I told her I would be staying as I wasn’t going to eat the money for hotel. Everything was in upheaval with customers. I learned the State of ******* shut the hotel done because they were in Zone A which is a flood zone. Everyone was being evacuated and I couldn’t stay. This was of no fault of my own. My residence at the time was asked to evacuate also so I sat at ****** ****** praying. My boss phoned after hearing of my dilemma and asked if I’d stay with an elderly woman in a senior home for the duration of hurricane. Obviously, it was an answer to prayer and I gladly accepted. My permanent residence at ***** ******** ***** **** ***** was destroyed by the hurricane. The entire park was deemed uninhabitable. I lost everything! I hotel bounced around in ***** area & finally flew to ** to stay with family. I had NO mail for 4-6 weeks. I had to find another place to live and then work on getting furniture & supplies. When I finally found the location of my mail, there was a letter from disputes department stating they closed ccase as I didn’t respond. That was the last thing on my mind at that time because I figured hotel would have sent notification. I’m disgusted how Priceline has handled this. The initial reps were caring & compassionate and waived late fees. I request that the account be zeroed out. I owe nothing and will not pay for this.

  

  Business Response

  Date: 02/14/2023

  Dear ****** * *****,
  
  Thank you for contacting us regarding your reservation at the ********** ** ******* **** ***** for Trip Number 1*********7.
  
  We are writing in response to your Better Business complaint.
  
  We understand you requested to cancel the reservation due to weather-related issues. Upon review of your booking, we do not have records that you contacted us about your concerns. However, we have confirmed that the property did not charge for this transaction. Therefore, we refunded $
  203.49 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

  Customer Answer

  Date: 02/16/2023

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

  Thank you for refunding the purchase price of hotel.  However, a balance still remains which is probably finance charges.

  I requested the late and finance charges also be refunded.

  Please note the hotel was shut down by the State of ******* and everyone was evacuated.  I’m not responsible for any of this bill.
  

  I request that this all be removed from the Credit Bureau as delinquency.

  Thank you for working with me.

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

  

  Business Response

  Date: 02/27/2023

  Dear ****** * *****,
  
  We received your rejection.
  
  We understand that you are requesting reimbursement for the late and finance charges from your bank. However, we can only issue a refund for the cost of your booking, and we do not have the option to compensate you for the charges you incurred from your financial institution. We are sorry we could not assist you with this request.
  
  Thank you for your time.
  
  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 satisfactory to me.
  
  I phoned Priceline and was blessed to speak with one with common sense and professionalism; she waived the remaining late & finance charges.  I will use the documents from BBB and submit to credit bureaus.

  Thank you for your time and assistance with this!  

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

• Initial Complaint

  Date:02/02/2023

  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 an international trip with Priceline, on October 24, 2022. On October 26, Priceline contacted me about the airline canceling a leg of our flight, after they charged me the full amount ($5,630.94 USD). The airline did not offer a replacement flight or accommodation. Our plans were canceled, impacting our travel plans to see family, and much more. But, Priceline guaranteed us a refund. It is now 14 weeks later (February 2, 2023), and we still do not have a refund. They refused to credit the card used for the purchase, and they insisted it had to be a check sent to us via mail. This seems very odd! I have called dozens of times, spending at least 30 minutes each time I call, to get the same canned response - that the refund is being processed and it can take 5-8 weeks for a refund check to be delivered. My priceline itinerary number: 171-577-555-18 Dates of travel: December 21, 2022 - January 1, 2023

  

  Business Response

  Date: 02/15/2023

  Dear ******* ********
  
  Thank you for contacting us regarding your *** ********* ****** ****** *** *ickets with Trip Number 1*********8. We are writing in response to your Better Business Bureau complaint.
  
  We apologize for the schedule change/flight cancellation on your ticket. We understand that you're due for a full refund. We've been trying to reach the airline to request authorization to process the refund, to no avail. Today, Feb 15, 2023, we initiated the refund, and it was successful.
  
  A refund of 5,630.94 USD was processed to the original form of payment. The refund will be processed in one business day, and the posting time depends on the Bank and the Airline.
  
  We hope to have the opportunity to regain your confidence in booking with us in the future when you have travel planning needs. We appreciate your time. Stay safe and healthy!
  
  
  Sincerely,
  Executive Offices

• Initial Complaint

  Date:02/02/2023

  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.

  On January 26th 2023 I filled a booking on priceline.com for a hotel stay in the City of *******. As indicated in the confirmation attached the cancellation policy states if the cancellation occurs 1 day prior to the reservation I would be charged for a night stay. Starting Monday Jan 29th, ***** faced severe freezing weather which caused to rethink the trip. Ultimately, on Jan 31st I decided not make the trip as it was not safe for me to drive. I have attached screenshots and print out of the reservation and the cancellation. ****** *** *** ********* ****** ****************************** * *********** ************ ***************** * ************ ************ ****************************** * ********** **** ** ***** ********** *** **** *** ** *** ************ ************. My grievance is that they based on the cancellation rules they presented I should be eligible for a full refund. The problem is that I created and cancelled my reservation on in a central timezone all within the stipulated time frame for a full refund. Because the code on their side is not timezone aware they are claiming I cancelled my reservation on Feb 1st. I believe that even if I had cancelled after midnight a day still consists of 24 hours, given that my reservation was to start on Feb 2 @ 3:00 PM a day prior would be Feb 1 @ 3:00 PM. Priceline has failed to state: - They have a different definition for number of hours a day consists of - All transactions have to be on an Easter Standard time. All I ask for my full refund, for priceline to state what a day means in the cancellation clause, to fix their code and finally to indicate the time zones they are expecting the customer to work in.

  

  Business Response

  Date: 02/14/2023

  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.
  
  As we understand, you canceled your reservation within the cancellation window; however, you only received a partial refund for this transaction. Our records show that you canceled your reservation on February 01, 2023, at 12:47 AM EST, which was January 31, 2023, at 11:47 PM, Local Hotel Time (CST). The cancellation policy of your reservation follows the local time of the property. Therefore, we refunded $105.97 for the cancellation fee 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, and we apologize for the inconvenience this may have caused you.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 02/15/2023

  
  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:02/02/2023

  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.

  Bait and Switch, or False Advertising, by Priceline On December 27, 2022, I made a reservation with Priceline to stay at the ******** ***** ****** * *** ********* for one night on February 22, 2023. I paid $404.56. I selected the Suite option with the following characteristics: 485 sq ft, 1 King bed, Balcony, and “located on the corner of the hotel’s magnificent ************* ******” offering “fantastic views of ******* ** ****** ********* *** ******* **** *******” After submitting the reservation with payment, I received email confirmation from Priceline, with a different room description, stating: Junior Suite Standard Room Only. I looked up this room on the hotel website and realized it was not the same room. I immediately contacted Priceline that day (December 27, 2022) to point out the error. Priceline Customer Service representatives stated they would investigate the matter and contact me with a resolution within 3-5 business days. On January 4, 2023, I contacted the ******** ***** ****** * *** ********* directly to confirm my assigned room. The hotel representative stated the reservation was for the Junior Suite with a Courtyard view. This room’s characteristics are: 431 sq ft, no balcony, and no views of the ******* ** ****** ********* *** ******* **** ******. After the confirmation from the hotel, I contacted Priceline Customer Service again because I had not received a call or email with a resolution. After multiple calls, I was told again they would escalate my issue through proper channels, and I would hear back within 1 business day. I have not received any phone call or email from Priceline. I have contacted Priceline 8 times on the following dates: December 27, January 4, January 6, January 11, January 19, January 20, January 21, and January 27. It appears this has been a case of bait and switch or false advertising by Priceline. I would like Priceline to provide me with the correct room reservation that I purchased on December 27, 2022.

  

  Business Response

  Date: 02/15/2023

  Dear ***** *******,
  
  Thank you for contacting us regarding your reservation at the ******** ***** * *** ********* ** for Request Number *********17.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that you have concerns regarding the room type confirmed on your reservation. Our Relocation Team is currently working on your case. You may 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: 02/15/2023

  
  Complaint: ********
  
  I am rejecting this response because: Priceline has stated this same statement since January 6, 2023. It has been 55 days since I first reported this issue and requested a resolution.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 02/18/2023

  Dear ***** *******,
  
  We received your rejection.
  
  We reviewed your concern with the Management Team and, as advised, kindly rebook the same itinerary for the correct room type directly with the hotel or through our website for a non-prepaid reservation. Once you have a confirmed booking, please call us at ###-###-#### immediately before check-in so we can cancel this reservation with the hotel. We will then refund the price difference after we receive your receipt.
  
  We look forward to hearing from you.
  
  Sincerely,
  
  Executive Offices