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 Ave Ste 3W01 Norwalk, CT 06854-1628

  
• 

  Priceline.com LLC

  5 High Ridge Park Stamford, CT 06905

  
• 

  Priceline.com LLC

  800 Connecticut Avenue Norwalk, CT 06854

  
• 

  Priceline.com LLC

  800 Connecticut Ave Ste 3W01 Norwalk, CT 06854-1628

  

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:12/16/2022

  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.

  On 19 Aug 22, I made reservations through Priceline for hotel accommodation at the ***** ******** ***** ******* for the 25th, 26th, and 27th of Aug 2022; payment made with my **** **** card ending with **** and confirmation was received; Priceline charged me a total of $613.54($148.00 per night; $141.72 Taxes; $27.82 was for Trip Protection). On 25th Aug, I attempted to check-in at the ***** ******** ***** *******; they stated that they could not find my reservation I made with Priceline. I provided a copy of my itinerary and receipt. Supposedly, they called Priceline for verification. They returned, gave me a room, I provided another credit card for hotel requirements; I thought everything was okay. On 8 Sep, I received a bank noticed that the ***** ***** ******** charged me for accommodation; $501.25 for three nights. I attempted to contact the ***** ******** ***** by email, no luck; only a phone number is listed. As a note, I have Severe Bi-Lateral Hearing Loss due to my military service; I do not do well on phones. On 30 Aug, I received an email from Priceline asking for feedback about my trip, within that email, I told them what happen and that I would like a refund; I did not receive a response. Afterwards, on 4 Sep, I did a dispute for the charges through the credit card company I used upon check-in. On 13 Sep, the Credit Card company told me that since the reservation for Priceline wasn't found, the ***** ***** ******** charged me for services received ($501.25 for three nights) and closed the dispute. On 17 Oct, I opened an on-line chat with Priceline; chat lasted for at least an hour. Supposedly, they attempted to contact the hotel, but, couldn't get through. The Priceline Representative told me that they would get back with me; they have not.

  

  Business Response

  Date: 12/29/2022

  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 for your prepaid reservation. We called the property and confirmed with Michelle from the Accounting Department that they refunded the incorrect charge of 501.25 USD to your credit card on Dec 27, 2022. You may contact your bank directly to inquire about their processing time.
  
  We apologize for the inconvenience and hope you find this information helpful.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:12/15/2022

  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 have purchase package trip ( airline tickets, hotel, transportation) through priceline. I talked to representative and booked all accommodation for 2 adults and one child age 13. After paying for the package I received email confirmation stating that hotel was accommodated only for two adults no mention for a child. I called back and spoke to a rep who put me on hold and afterwords assured me it would be no problem with a child and my booking is fine for 3 people. Few days prior to our trip i called Priceline to double check our booking and found out that i have to pay $50 a day for hotel cause i am bringing a child and priceline can’t do anything about it. So, as a consumer i was mislead by the business, there was no mention about extra expenses. I have done my due diligence, checked, double and triple checked, disclose all travelers info and got slapped with hidden charges last minute. Priceline doesn’t have honest business practices, they only care about customers before they receive payments. All the calls should be recorded and they did no effort to correct their mistake. This is last time i book through them since they have dishonest, predatory practices and mislead customers into hidden fees and charges.

  

  Business Response

  Date: 12/24/2022

  Dear **** ******,
  
  Thank you for contacting us regarding the hotel portion of your vacation package reservation for Request Number ***********.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that you have concerns regarding the hotel's charge for the third occupant in the room. We reviewed the information in our system and verified that we indicated during the booking process that the hotel portion is only guaranteed for two adults and that the hotel may charge for the additional guest. Regrettably, we cannot assist you with the charge.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:12/15/2022

  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 booked round trip tickets from *** to *** and back to *** through Priceline using ******** ****** ****** as a veteran. On October 7, I was checking in for travel from *** to ***. I was told by the ******** Airlines ticket agent that Priceline had not sent the vouchers to pay for my flight from *** to ***. I was told by a Priceline agent that this was a mistake on their part and to pay ******** Airlines directly and that Priceline would reimburse me for the one way ticket. I did this and I sent them the receipt that day. I still have not received reimbursement for my flight as promised. This is fraudulent behavior on Priceline's part.. Here is my information. Trip number : *********** Name : ****** ***** Travel date : October 7, 2022 Travel destination: *** Requesting reimbursement of $677.60. This is what I paid directly to ******** Airlines due to Priceline's error.

  

  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 sent us the new ticket you purchased at the airport due to our agent mishandling it.
  

  Currently, our accounting team is having issues processing refunds back to the original form or payment.

  For us to proceed with the refund, kindly confirm 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

  Customer Answer

  Date: 01/09/2023

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

   

  Please reopen this case. I did not see the company’s reply and did not have time to respond to the first email you sent.

   

  My address is:

  *** ******* ***  ******** ** *****

   

  They can send me the reimbursement check to this address. They seem to be stalling and making excuses for why they have not reimbursed me. But obviously know they are in the wrong.

   

  Thanks,

  *** *****

  

  Business Response

  Date: 01/22/2023

  Dear ****** *****, 

  
  We received your rejection.
  

  The mailing address sent was only received in your BBB follow-up.
  

  We forwarded your details to our Accounting Team so they can proceed with your check refund.
  

  Due to the bulk requests received from our accounting team, check refunds can be received within 2 to 3 weeks.
  

  Please see the details of your check refund below:
  

  Name: ****** *****
  

  Mailing Address: *** ******* *** ******* ** ****** **
  

  Amount: $677.60
  

  We apologize for the delay and we appreciate your patience.
  

  Sincerely,
  

  Executive Offices

  Customer Answer

  Date: 01/23/2023

  
  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:12/15/2022

  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 want to cancel my car rental reservation through Priceline (trip number **************). My pickup location is at ***** ******* **. Currently, there is winter storm at ***** ******* and our trip has been cancelled due to the extreme weather. However, when I am trying to cancel this morning, I noticed that there is a non-refundable reservation. However, there is no obvious notice when I booked the trip and I have no idea about it. Then, I called the car rental company and they said they have no problem to cancel it if Priceline agrees to. I tried to call the customer service of priceline and automatic system consistently preventing me to speak to customer service based on the reason that the reservation is non-refundable. I think Priceline is very unreasonable. First, they didn't put "non-refundable" in the place that we can easiler see it, which is tricky. Second, they don't want to solve any issue by using automated service to present customers to contact them. I suggest all potential travellers to avoid Priceline.

  

  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 you are requesting a refund for your booking due to weather issues. Upon review of your reservation, we do not have records that you contacted us about your request. Kindly call our Customer Service at ********** for assistance. Our representatives are available 24/7 to assist you with your concern.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:12/15/2022

  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.

  Price line is horrible when working with the customers I had some many bad experiences with them I asked for help and a refund with a hotel I booked **** ******* ********** *** ** cause I simply hit the wrong reservation I called up Priceline and the best western and no one has answers me back the date of the reservation was November 30 to December 2 2022 and it 138$ and they both refused to refund me or even call me back is there something or someway you can help me thanks you ******** ********* **********

  

  Business Response

  Date: 12/25/2022

  Dear ******** *********,
  
  Thank you for contacting us regarding your reservation at the **** ******* ********** *** for Trip Number ***********.
  
  We are writing in response to your Better Business complaint.
  
  We understand you requested a refund since you booked the wrong reservation. You booked an Express Deal reservation, and during the booking process, we indicated that your booking was non-refundable. We also contacted the hotel and spoke with Jocel at the front desk, who confirmed that they had processed the charges for this transaction. Regrettably, we cannot issue a refund for your reservation.
  
  We sent you a copy of your contract for your review.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:12/14/2022

  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.

  On 12/11/2022, I called Priceline to make couple of reservations. I talked to agent named Anthony. He took all the info needed and gave me the price for 2 different rooms I needed. I confirmed and provided him my credit card details. There was a lock on the card that I had placed for any transactions and needed my confirmation before moving forward. Initial transaction was rejected but after my approval, it went through and the agent confirmed as well. The problem: I had asked for refundable bookings and was confirmed over the phone. But when I call back on the same day since I had not received any confirmation, I was told one reservation out of the 2 I made, is not refundable. Second issue is the email I provided during reservation is not on those reservations and I'm not receiving any confirmations. I called again and talked to them same day for more than an hour with no resolution. The second agent I spoke to, did escalate but no one reached out to me after about 3 days. I understand they said 3-5 days but I'm approaching close to my tip dates and if I have to change my plans, I cannot since my card has already been charged. I called again today and yet again talking to the agent for an hour, no resolution. She again escalated the issue. At this point, I don't have any confirmation that my reservation is confirmed except verbally told that it is. Very frustrating and worst customer service ever

  

  Business Response

  Date: 12/22/2022

  Dear ******** *****,
  
  Thank you for contacting us regarding your hotel reservations at the **** ***** *********** **** ** ******* for Request Numbers *********** and ***********.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that your reservation was booked with the incorrect email address and cancellation policy. We reviewed the information in our system and confirmed that both reservations were booked using the email address ****************. Since we cannot change the email address on the reservation, one of our Customer Relations Specialists sent a separate email with the details of your itinerary. Our records indicate that each reservation was also confirmed with different cancellation policies. We called the hotel and were approved to cancel both reservations with a full refund until before 6 PM (local hotel time) on Dec 24, 2022. Should you wish to proceed with the cancellation, please call us at ************* before 6 PM (local hotel time) on Dec 24, 2022. Otherwise, we cannot guarantee the same option.
  
  We apologize for the inconvenience, and look forward to hearing from you. 
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:12/14/2022

  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.

  Purchased a flight on December 11th through Priceline - cancelled the flight the following day the 12th - my money was refunded to my original form of payment via ******* but was taken out again from my ******* account December 13th. I've contacted ******* they're no help. The representative keep hanging up and they're not willing to look into the account to see what's going on. I contacted Priceline and they're saying ***** had my money and they're the ones that went back in and charge me for the flight after it was cancelled. Priceline is refusing to give me my money back and ***** is saying that they don't have my money either but the transaction was through Priceline but it says ***** on the transaction - one of these 3 companies better be giving me my money back. *******, Priceline, or *****. The money amount was $494.70 - one of these companies has taken my money and they're refusing to give it back

  

  Business Response

  Date: 12/27/2022

  Dear ******* *****,
  
  Thank you for contacting us regarding your ***** Air Lines (**) tickets with Trip Number ***********. We are writing to you about your Better Business Bureau complaint.
  
  Our record shows that we have voided your ticket as you requested. There is no charge because the ticket was canceled w/in 24hrs of booking. We recommend contacting ******* to verify and advise them that there should be no charge.
  
  We appreciate your time. Stay safe and healthy!
  
  
  Sincerely,
  Executive Offices

• Initial Complaint

  Date:12/14/2022

  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.

  First, I understand "non-refundable" and all of that. In normal circumstances that is not a problem nor with minor complaints. But this entire experience has been awful, and ****** Customer Support has been relatively good with their second response. However, Priceline is not responsible for the state and experience of this hotel, but my gosh, a discount is not sufficient for my and my families experience. Yes, I did stay all nights. I can't afford to buy multiple hotels and not use them. I demand a refund, and am working to ensure ****** follows through and also talks with the employees to make sure they aren't threatened or intimidated. If this was a minor inconvenience yes, I understand a refund wouldn't be given, but I feel this is an not a normal bad experience. The customer support representative wouldn't do anything more than 15% and I want a refund. They can keep the 15% as long as I get a refund.

  

  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.
  
  As we understand, you were unhappy with your hotel accommodation. We address complaints directly with our hotel partners to ensure that future customers do not have the same issue. We contacted the property to request an exception or a refund, but we did not obtain approval since no complaints were noted during your stay. Therefore, the reservation remains non-refundable.
  
  As a gesture of goodwill, we sent a separate email with a coupon for a 20% discount for a future Express Deal booking. You must use the coupon by 22 March 2023 at 8:04 PM EDT. You can use the coupon code for a single transaction, and any remaining residual value can no longer be applied to another booking. The email will contain instructions on how to redeem this coupon.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:12/14/2022

  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.

  On November 11, 2022 I booked a flight and car rental package. Upon completion, it said I had 24 hours to cancel for a refund. On November 12, I cancelled my booking and scheduled a different flight/car rental package to add an additional day. I received two cancellation emails. One for the flight and one for the car rental. I was refunded the fight but not the car rental. When I reached out, I was transferred to a supervisor who told me the terms and conditions for car rentals are non-transferable and non-changeable. I advised that the website said if I cancelled within 24 hours, I would get a refund and received an email for both refunds. She looked into it and saw the email. She said she would escalate it since I received an email. I then received this email We are writing to you today regarding your rental car reservation with ****** ********** at *** ***** ************* *******. We understand that you are asking for the status of your refund for the rental car portion. Our records show that this rental car shows a non-refundable rate. Kindly disregard the email you received. Below is the cancellation policy for the car portion we disclosed before booking: This reservation is non-transferable and non-changeable (including for COVID-19) even if it is not used. Thus, we are unable to take further action on your case. This booking is prepaid; therefore, it remains non-changeable and non-refundable. Non-transferable means I cannot transfer it to another person. Non-changeable means I cannot make changes. I did not do either of those things. I simply cancelled my reservation within the window they allowed for cancellation.

  

  Business Response

  Date: 12/25/2022

  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.
  
  As we understand, you canceled your reservation because you had to add a day to your travel itinerary; however, you only received a refund for your flight and not the rental car. Upon review of your Contract, it only shows that your rental car booking is non-transferable and non-changeable. Therefore, we refunded $471.59 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

  Customer Answer

  Date: 12/31/2022

  
  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:12/14/2022

  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 made a hotel reservation with priceline.com for a hotel in ************ ******* the hotel seems to be a nice hotel and I got a reasonable price however when I called the hotel they do not have a reservation for me I called Priceline they gave me a new confirmation number and said I was ready to go they already charged my credit card $127 I called back today to check about bedding arrangements and the hotel still says we have no reservation for you whatsoever I've paid $127 and I have no reservation I have two confirmations from Priceline however the hotel doesn't accept that I have to get approval from Priceline so I called pricelines customer service and waited online with someone who could barely speak English who just kept saying I'll get the solution please hold I'll get a solution please hold I waited online for 45 minutes and she says the only solution is for you to keep holding I said I've already paid for the hotel I'm driving 3 hours from my house and I have no reservation for my daughter's birthday finally I had to hang up because I had children watiing that needed to be picked up.... so now I'm out 127 and now the hotel has no record of me making a reservation I will not use Priceline again they wouldn't even have anybody call me back

  

  Business Response

  Date: 12/25/2022

  Dear ***** ********,
  
  Thank you for contacting us regarding your reservation at the ********** ** ****** ***** ************ ******* for Trip Number ***********.
  
  We are writing in response to your Better Business complaint.
  
  We understand that the hotel did not locate your reservation in their system when you called them for a bedding request. We contacted the property and spoke with Jonathan at the front desk, who confirmed that you checked in and stayed on December 18, 2022. Therefore, a refund is not applicable.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices