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.

close

Find a Location

Priceline.com LLC has 10 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:12/19/2022

  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 a flight with a rental car on Priceline. As I went through the booking process I pressed match flight to rental car. I went through the whole process and booked the flight. Once you press the button it won’t let you adjust the hours for the rental car. As I looked at my intinarary I noticed it car and flight don’t match. I contacted customer service and they told me they can not adjust the hours, I need to cancel and rebook. So I did. I canceled with the links provided on the page. I was also advised to contact frontier. Which I did. I also contacted the rental company who has a canceled reservation. I got the money back so far from frontier but not for the rental yet. But it’s canceled. Priceline customer service is Horrific, rude and will just hang up on you. They don’t give a shit. I have a confirmation for cancelation and my trip shows canceled. But not refund. I talked to Priceline again and now they started lying saying they never told me I would get my money back. They told me to cancel because their system had a glitch and now they are scamming me!

  

  Business Response

  Date: 01/02/2023

  Dear ***** *********,
  
  Thank you for contacting us regarding your rental car reservation with ****** for Trip Number *********97.
  
  We are writing in response to your Better Business complaint.
  
  We understand you canceled your reservation since your rental hours did not match your flight times, and you did not receive a refund for your rental car. During the process, at the section where you select your car type, you had the option to edit the pick-up and drop-off information for your rental car. The Edit Pick-up And Drop-off button will allow you to modify your pick-up and drop-off times to match your flight itinerary. Your confirmation email shows that the rental car component of your trip was non-refundable. However, as an exception, we refunded $72.28 to the original form of payment used to make the purchase. Refunds take 3-10 business days to post to your account. You may contact your bank directly to inquire about their processing time if you need to check the status of your refund.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:12/19/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 23rd, 2022 I purchased a ticket to fly on ***** airlines on November 9th, 2022 from *********** to ****** (flight number ******* and on ********** Airlines on November 11th from ****** to *********** (flight number ******** This was all on priceline trip **************. Upon checking out, I was offered an option to pay $25 to receive a carryon bag for the ********** flight. I selected this upgrade as it was a good deal, as ********** normally charges $40 for a bag. However, when I called ********** on November 4th, they didn't have any record of me paying for this upgrade from Priceline. I called Priceline also on November 4th who didn't have any record of the bag as well, even though I was charged $25 more than my friend who booked at the same time. The Priceline customer service agent was unhelpful and when I told him I would dispute the charge with my credit card company, his response was "okay". I will never use Priceline again as they clearly are running deceptive practices by not giving customers what they charge them for or having the accurate systems in place to find their mistakes. Their customer service was not helpful either. I would like my $25 refunded.

  

  Business Response

  Date: 12/29/2022

  Dear ****** *******, 

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

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

  We reviewed your reservation and confirmed that we charged you a total of $337.20.
  

  The value of your ***** Airlines Ticket is $228.60, while *** ******* charges $108.60.
  

  We do not have the ability to charge customers for the baggage fees as it is with the airlines.
  

  We regret to inform you that no refund can be processed.
  

  We sent your contract page to the email address we have on file for your review.
  

  Although this may not be the desired outcome, we appreciate the opportunity to review your request.
  

  Sincerely,
  

  Executive Offices

• Initial Complaint

  Date:12/16/2022

  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 paid for a hotel on Priceline for a four night stay in a ***** ****** **** ******* *****. My reservation shows there are no additional fees that are due to the hotel. There is additional information that lists a $350 security deposit that will be refunded in full after check out if there are no damages. At check in, I was advised of a cleaning fee and daily resort fee that I owed in addition to the deposit. The total extra the hotel stated I owed was $272.25. I asked to speak with the manager, Garcielia S*****, and showed her the pictures of my reservation. She agreed, Priceline did not disclose the additional fees, she agreed that there was a mistake with our reservation. She said that because we booked through Priceline we would need to contact them in order for these fees to be refunded to us. I called Priceline immediately because an additional $270.25 is a lot of money. I spoke with an agent, who said that she had to contact another department who would reach out to the hotel for this to be resolved. The agent advised me she would call me back as soon as the internal team had an opportunity to reach out to the hotel. The agent called me back and advised me I would be receiving a full refund of the $272.25. I asked for confirmation of this and received the following number from the Priceline agent, 464183107. At this time I have not received the refund. I spent 3 hours on the chat function on the Priceline website and was consistently transferred to another agent of disconnect from the chat by the agent. I called priceline, the first rep answered the phone and immediately hung up on me. The second rep, I immediately asked for a supervisor. I was transferred to Patricia. As a supervisor, Patricia did not listen to my concerns, refused to let me speak with an additional supervisor, refused to provide me this email address after offering it to me. I want an immediate refund of the fees that were not disclosed to me as already promised by a Priceline agent.

  

  Business Response

  Date: 12/23/2022

  Dear ****** *******,
  
  Thank you for contacting us regarding your hotel reservation at the ***** ******* ****** ********* ********** ** *******, for Request Number ***********.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that the hotel charged you the non-refundable mandatory fees. We contacted the property and confirmed the charges. Therefore, we refunded 272.25 USD to the same credit card used for the purchase. Refunds take 3-10 business days to post to your account. You may contact your bank directly to inquire about their processing time.
  
  We hope you find this information helpful.
  
  Sincerely,
  
  Executive Offices

  

  Business Response

  Date: 12/23/2022

  Dear ****** *******,
  
  Thank you for contacting us regarding your hotel reservation at the ***** ******* ****** ********* ********** ** *******, for Request Number ***********.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that the hotel charged you the non-refundable mandatory fees. We contacted the property and confirmed the charges. Therefore, we refunded 272.25 USD to the same credit card used for the purchase. Refunds take 3-10 business days to post to your account. You may contact your bank directly to inquire about their processing time.
  
  We hope you find this information helpful.
  
  Sincerely,
  
  Executive Offices

  

  Business Response

  Date: 12/23/2022

  Dear ****** *******,
  
  Thank you for contacting us regarding your hotel reservation at the ***** ******* ****** ********* ********** ** *******, for Request Number ***********.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that the hotel charged you the non-refundable mandatory fees. We contacted the property and confirmed the charges. Therefore, we refunded 272.25 USD to the same credit card used for the purchase. Refunds take 3-10 business days to post to your account. You may contact your bank directly to inquire about their processing time.
  
  We hope you find this information helpful.
  
  Sincerely,
  
  Executive Offices

  

  Business Response

  Date: 12/23/2022

  Dear ****** *******,
  
  Thank you for contacting us regarding your hotel reservation at the ***** ******* ****** ********* ********** ** *******, for Request Number ***********.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that the hotel charged you the non-refundable mandatory fees. We contacted the property and confirmed the charges. Therefore, we refunded 272.25 USD to the same credit card used for the purchase. Refunds take 3-10 business days to post to your account. You may contact your bank directly to inquire about their processing time.
  
  We hope you find this information helpful.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:12/16/2022

  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 have been trying for days to get my refund when I didn’t even stay the whole time. My trip number is 2*********8. My trip total was $1,135.96. I did check in on December 1, 2022 but I then checked out on December 2, 2022. I was supposed to stay from December 1 until December 15 but I had an unpleasant experience with an employee of ********* ******* and the manager told me that she would give me a refund because of what happened. I contacted Priceline that same day that I checked out because the manager told me that she refunded it on her end but that I would also have to explain to Priceline so they would also approve it on their end. That didn’t happen. They tried to contact the hotel multiple times on December 2, 2022 but no one answered. I was told it would be escalated so I left it at that. I waited for any answer so I never got a response. I decided to call on December 8, 2022 and the lady helping me tried to also get in contact but she was never able to as well. She told me to wait for two business days to get a solution but I received an email on December 10 telling me that I wouldn’t be getting a refund. I’m writing this because it’s not right that I’m not able to get a refund when the manager at the hotel already promised me it. She said I couldn’t get it from her since I booked with a third party. Priceline was no help and I think it’s not fair to be charged for a stay that I didn’t even complete. What happened with the hotel employee was not my fault and I did not deserve to be treated that way. I will never book with Priceline ever again and I will tell all my family and friends to never book with Priceline.

  

  Business Response

  Date: 12/28/2022

  Dear ******* ******,
  
  Thank you for contacting us regarding your hotel reservation at the ********* ******* ******* * ******** for Request Number 2*********8.
  
  We are writing in response to your Better Business Bureau complaint.
  
  As we understand, the hotel offered a refund for your reservation. We are currently in contact with the property regarding your concern. Kindly post a reply to this message after five (5) days for an update.
  
  We appreciate your patience while we continue to work to resolve your issue.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 12/30/2022

  
  Complaint: ********
  
  I am rejecting this response because: I still need my refund. The hotel says that it’s on Priceline to refund since they’ve already done it on their end.
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 01/04/2023

  Dear ******* ******,
  
  We received your rejection.
  
  We called the hotel and confirmed with Mark (Front Desk Agent) that they refunded (9) nights on your reservation. Therefore, we processed the (9) nights refund for 730.17 USD. Refunds are processed 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: 01/04/2023

  
  Better Business Bureau:

  It hurts that it took this long for me to get my refund after my unpleasant experience. I had to book a therapist session because of want happened. I wanted the full amount but this response is better than nothing. I want to leave the experience behind me and move on. Moving on, I hope Priceline treats their customers better and work with them, not just flat out refuse to do a refund.
  
  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:12/16/2022

  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.

  Never received proper credit or refund for new ticket purchased. On December 2nd 2022 I canceled a flight (price line trip #1************* or confirmation #******) and Priceline extend a credit for myself ***** *****: Ticket number ************* (for 175.61), and my wife ***** ***** Ticket number ************ (for 175.61) for a total credit of 351.22. I followed their policy to take my credit however they told me an error would not allow them to process my credit. I was told by one agent to purchase another ticket (I did so confirmation #******) and they would apply the amount towards my credit this was incorrect information (some may call it misleading or lying). I spoke to a supervisor named Mike on their flight support team (###-###-####) he gave me lip service and basically never did anything to correct this credit issue. I’m writing you because this is bad business practice to say one thing and not follow through with proper refund.

  

  Business Response

  Date: 12/29/2022

  Dear ***** *****, 

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

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

  We reviewed your reservation, and we understand that you are looking for a refund on your tickets.
  

  We see you requested to cancel your flight with ******** Airlines on our website.
  

  Since you were not able to use your flight credits per passenger due to ** tagging your tickets as a no-show, we can proceed with refunding your original ticket price, which supposes to be your airline credit.
  

  The $28 Seat Processing fee is non-refundable, we regret to inform you that it is not included in the refund.
  

  We can proceed to process a refund of $351.22, the credit value of the original tickets you requested to cancel.
  

  We will need your mailing address for check refund processing.
  

  Please reply to this message after five (5) business, and we will get back to you as soon as possible.
  

  We appreciate your patience while we continue to work to resolve your issue. Stay safe!
  

  Sincerely,
  

  Executive Offices

• Initial Complaint

  Date:12/16/2022

  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 had a refundable reservation, because of below 0 weather I canceled and was in process of rebooking a refundable room, I’m disabled so it’s important to have refund options. As I was attempting to rebook the system used my card and closed the deal. I had not submitted, it booked a non refundable booking and my ******** alerts told me . So I immediately called an no one would help : sd it’s no refundable that’s that! I kept trying to plead my case : they would no help me or give me an avenue. No! WS their answer. Agai I wanted a more expensive reservation that was refundable: they acknowledged they could see my second reservation but said no, can’t do anything! Again I did not book it , they proceeded, now they say too bad. Not ethical and I have no avenue to pursue. Help, please. ****** ********

  

  Business Response

  Date: 12/27/2022

  Dear ****** ********,
  
  Thank you for contacting us regarding your reservation at the ******* *** ********* ************ **, for Trip Number ***********.
  
  We are writing in response to your Better Business complaint.
  
  As we understand, you booked a refundable reservation. However, you received a non-refundable room. Upon review of your Contract, it shows that you selected a special discounted rate that was non-refundable. We presented the cancellation policy stipulating its non-refundable nature on the check-out page during the booking process. 
  
  However, we called the hotel and spoke with Robert, who allowed cancellation without a penalty until 11:30 PM local hotel time tomorrow, December 28, 2022. Kindly contact our Customer Service at ********** before 11:30 PM local hotel time tomorrow night if you wish to proceed with the cancellation, and after this time, your reservation remains non-refundable. Your booking is still active as of this writing.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 12/27/2022

  
  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:12/16/2022

  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 reservation for picking up a rental car with Priceline.com for a pickup on 11/26/2022 that was for pickup at *** *******. Reservation number is **************. The pickup was with *** **** * ***. I was told at the service desk I couldn't take the car out of state and was refused the pickup. The *** person at the desk said she put a note on the reservation that it was clear for cancellation and refund because I never picked up the car. I then had to seek a car from another company there at the airport which ended up being more costly than the reserved car because it was same-day service. I've yet to receive the refund for the initial reservation, amount of $263.64. It is impossible to get a real person on the phone to speak with on this issue - I have to correspond with a robot online through a chat window. I've been dealing with this for much too long.

  

  Business Response

  Date: 12/26/2022

  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.
  
  We understand that the rental counter refused to rent the vehicle since they do not allow you to drive out of state. Our records show that we canceled your reservation on December 25, 2022, and refunded $263.64 to the original form of payment used to make the purchase. Refunds take 3-10 business days to post to your account. You may contact your bank directly to inquire about their processing time if you need to check the status of your refund.
  
  Thank you for your time, and we hope you find this information helpful.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 12/27/2022

  
  ****** ******** *******
  
  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:12/16/2022

  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.

  Employee error did not issue my flight correct and Priceline is not fixing their employee error. Booked flight then got email said they tried to call when in fact no calls was made to my cell. I called and was advise my flight would be $200 more per person and was advise I would have to pay. This is not acceptable and correct per the law. I spent at least 7 hours on phone all day and no one was able to resolve my issue.

  

  Business Response

  Date: 12/28/2022

  Dear ******* *****, 

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

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

  We apologize for what happened and for the inconvenience.
  

  We see that you were assisted by our agent who reissued your ticket due to the valid agent error.
  

  Once again, we're sorry for the inconvenience. Stay safe!
  

  Sincerely,
  

  Executive Offices

  Customer Answer

  Date: 12/28/2022

  
  Complaint: ********
  
  I am rejecting this response because:how the process was handled.  It was your company failure and took me a whole day to be on phone with your company.  I am requesting compensation for my time. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:12/16/2022

  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 used Priceline to book a round trip flight for my son. My father passed away 12/5 and I needed to fly my son in on 12/9 to attend the funeral. I realized a day or two after booking the flight that I had inadvertently booked my son's flight for the wrong weekend (12/16, rather than 12/9). As soon as I realized this, I went back on the Priceline site and used the change flight option to rebook the round trip for the correct weekend. I assume this meant I changed the reservation - not that I now booked a second round trip flight. When you change a flight you don't buy two flights - you replace one with another. I just learned this morning the second round trip flight was never canceled and I now have a $585 credit towards a future flight that I never wanted. Priceline is downright deceptive when they give you a online option to CHANGE a flight but they force you to take a credit rather than exchange one flight for another. I now have to nearly 1200 dollars when I only intended to pay for a $585 round trip flight.

  

  Business Response

  Date: 12/28/2022

  Dear ***** *****, 

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

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

  Our deepest sympathy goes out to you at this difficult time.
  

  We understand that you were trying to cancel the booking, and wanted a refund for having 2 reservations.
  

  We reviewed your itinerary.
  

  We confirmed that at the time you requested to cancel or change your booking, the ability for our Travel Agency to refund the ticket is no longer permitted since your payment has been forwarded to the airlines.
  

  Due to this, their policy will not apply to the reservation, which was discussed when you canceled the booking.
  

  The policy is also available on your contract page.
  

  Due to your situation, we can request a refund with the airlines subject to their approval, however, we will need to ask for a copy of the death certificate so the attachment can be forwarded and reviewed by ******** and ***** Airlines.
  

  Please reply to this message after five (5) business, and we will get back to you as soon as possible.
  

  We appreciate your patience while we continue to work to resolve your issue. Stay safe!
  

  Sincerely,

  
  Executive Offices

• Initial Complaint

  Date:12/16/2022

  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.

  Date of transaction: October 6, 2022 thru PRICELINE. We booked an all inclusive resort in ****** for travel Dec 23/22 thru Jan 2/23. We booked a deluxe swim out room, only to receive an itinerary stating we were getting a Deluxe Pool View King. We bought and paid for a deluxe King swim out room, and they are offering us a cheaper room, although we paid $5,695.30 ******** dollars for the 10 days. It is like pulling teeth trying to get thru their "call centre" ***., they claim they'll call the resort, and make it right, but they do NOT have those rooms any longer. I want a refund for the difference, which is between $1500 and $1200 ********. They constantly keep giving you the run around, the have a read script, and someone in *********** keeps repeating themselves over and over. They say it has been "escalated" and we will hear from them in 1-2 days, NOTHING. It is now 8 days later, and we travel Dec. 23/22. They refuse to put you thru to anyone that can do anything, and keep repeating how "sorry" they are. This is THE MOST frustrating company to deal with, and their incompetent "call centre's", they are patronizing, and keep telling me to be patient...NO ONE IS DOING ANYTHING....AND THEY WILL NOT PUT YOU THROUGH TO SOMEONE WHO CAN.....I don't know what else to do? I kinda' flipped my biscuit today, and called it all "stupid", and the dud at the other end, told me not to use "bad words", oh let me tell you....the words I really felt like "using"!!!! THIS IS UNACCEPTABLE, AND *** **** ** **** ** ****** ****** signed, fit to be tied in ******. Thank you

  

  Business Response

  Date: 12/22/2022

  Dear ***** ****,
  
  Thank you for contacting us regarding your hotel reservation at the ****** ********* ******* **** * *** ********* for Request Number ***********.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that your reservation was booked for the wrong room type. We reviewed the information in our system and verified that one of our Executive Offices staff refunded 1,645.60 CAD on Dec 16, 2022. Refunds take 3-10 business days to post to your account. You may contact your bank directly to inquire about their processing time.
  
  We hope you find this information helpful.
  
  Sincerely,
  
  Executive Offices