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:12/08/2022

  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 arrived in ************ on 11/19/22 at 3am I Booked 2 rooms on Priceline for $491.26 . When I walked in to get my room he explained that there weren’t any rooms available at the moment. We had a discussion I canceled the reservation because I couldn’t bring ME , My Child and 4 other adults into the building until the next day at 3pm which is a whole 12 hours later and we just drove 6 hours from ********** to get here and not be able to sleep in a room . The desk attended stated that since I used a third party they would have to give me my money back and that I never swiped my card at the hotel so my problem is with Priceline . He also gave me 2 cancellation numbers and told me to give them To Priceline and everything should be fine I could get my money back .When I called Priceline and explained what me and the desk attendant spoke about she said she would have to talk to the desk attendant , when she called he never answered while I was on phone . I got a email a few minutes later saying my cancellation was processed. So I figured I didn’t need to call and check to see if they handled everything . When I checked my card after the 5-10 business days it’s told me to wait there was no money refunded . I gave it a few more days and gave them a call back about the problem and they told me that I would receive $0.00 . I just want my money back . I never stayed in the hotel and was told I would be refunded but now since it’s a month later everyone has amnesia and I can’t be helped . I’m a single father struggling .I just want my money back .

  

  Business Response

  Date: 12/19/2022

  Dear ****** *******,
  
  Thank you for contacting us regarding your reservation at the **** *** ** ******* ************ ********** ****** for Trip Number 19*********.
  
  We are writing in response to your Better Business complaint.
  
  As we understand, the hotel could not accommodate you for your booking since they did not have rooms available when you arrived for check-in. Upon review of your reservation, it shows that your name does not match the reservation holder's name. To maintain the security of our customers' records, kindly provide us with the following information.
  
  - Reservation Holder's name.
  - Relationship with the Reservation Holder.
  
  Thank you for your time, and we look forward to your response.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 12/19/2022

  The room Name Is under ***** ******* . ***** ******* is me ******* ******* .. ******* “*****” *******. ***** is a Short for *******. The relationship with me n the room holder is no relation I am the room holder 

  

  Business Response

  Date: 12/27/2022

  Dear ******* *******,
  
  Thank you for reaching back out to us.
  
  Our records show that the property did charge for this transaction. Therefore, we refunded $488.26 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.
  
  We hope you find this information helpful.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 12/30/2022

  
  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:12/08/2022

  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 a flight thru priceline and paid with ******. I had a death in the family(sister) so I wanted to change my ticket to an earlier flight to attend the funeral. I contacted the airlines and they said I would have to contact Priceline because the flight was booked thru them. I contacted Priceline and they said they could cancel the trip and issue me a credit to use with the new flight. After I rec'd the credit I tried to apply it to the new filight and it did not accept the credit. I called Priceline and the Rep stated It could not be used and I would get a refund. After waiting 3 weeks I called Priceline inquiring about my refund, the rep said they would need a death certificate and they would issue a refund to the payee(******). I submitted a death certificate and the Rep said their policy is to issue a credit however when i ask for the credit the Rep disconnect the call. When I called again it was a different Rep and had to explain everything again, to include the death certificate, the call was disconnected again.

  

  Business Response

  Date: 12/22/2022

  Dear ******* ******,

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

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

  Our heartfelt condolences.
  

  We see that your ticket was a refundable fare less a penalty fee.
  

  We requested a refund from the airline to waive the fee for refunds.
  

  All requests are subject to ******** ********' approval.
  

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

  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:12/08/2022

  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.

  Reserved a room thru Priceline.com at ******** ***** for a 4 star hotel. The hotel is anything but 4 star but location was ok so we ignored the worn out room. Got back to the room and AC is out and was just notified that water will be turned off for construction. This was NOT what we contracted for. We were told we’d have a 4 star hotel room - not a room without AC and water.

  

  Business Response

  Date: 12/15/2022

  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 you were unhappy with your hotel accommodation due to the air-conditioning and water outage. We called the hotel and confirmed that you used the reservation. We requested an exception or a refund but did not obtain approval because the hotel denied your claim. Since we value your business, we processed a 20% refund for 242.38 USD. 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

  Customer Answer

  Date: 12/16/2022

  
  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:12/08/2022

  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 a flight with Priceline.com On December 10th 2020 for Traveling on December 22nd 2020 from ******* to ********* round trip return on January 10th 2021 for $1106.69. Due to i was tested covid positive I couldn’t take the flight and so i submitted the covid positive report to priceline to get the refund but instead they gave me travel credit of $1106.69 to travel in same airline (*****) and need to complete travel by December 10th 2022 in order to use the credit so, now i was trying to use the credit for December 8th 2022 flight from ******* to ***** which was $950 online so i called Priceline customer service to book as it was mentioned in email that i need to call customer service to book the flight. when I called the customer service they told me that to use travel credit i need to pay $250 which was not mentioned in any email or any email conversation from priceline. Please help me to get the refund of $1106.69 which is stuck with priceline from December 10th 2020. Attached is the screenshot of the email which doesn’t say anything about $250 to be paid for using my credit.

  

  Business Response

  Date: 12/26/2022

  Dear **** ****,
  
  Thank you for contacting us regarding your  ***** Airways ticket with Trip Number ***********. We are writing to you about your Better Business Bureau complaint.
  
  After further review, we are offering a refund of your ticket of 1106.69 USD. 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: 01/01/2023

  Thank you very much for helping me in this. I would prefer refund through check. Please see the below mailing address details.  

  My Mailing Address: **** *********** *** ****** ** ***** ****** ****** ** *******. 

  

  Business Response

  Date: 01/12/2023

  Dear **** ****,
  
  Thank you for getting back to us.
  
  We have requested our Accounting Department to send you a check amounting to 1106.69 USD today, Jan 11, 2023. Please note that the refund process usually takes up to two (2) weeks.
  
  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

  Customer Answer

  Date: 01/17/2023

  
  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:12/07/2022

  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.

  Got a credit(596.00) for a trip I postponed in Jan 2021 because of COVID. Called to confirm the credit Dec 7th 2022. December 8th tried to make reservation and was told the Airline voided the credit and I'll have call them. Called Airline and they sent me back to Priceline. Refer to Trip#*********** ***** ******* ********** ***** **********

  

  Business Response

  Date: 12/21/2022

  Dear ***** **********,

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

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

  We checked on your reservation, and see that you already rebooked your airline credit on December 07, 2022, to fly on January 03 to the 9th.
  

  We appreciate your time. Stay safe and healthy!
  

  Sincerely,
  

  Executive Offices

• Initial Complaint

  Date:12/07/2022

  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.

  Dear Priceline Execs, I have an issue with the way business was conducted with me today at the Priceline call center. I purchased 2 flight tickets online for my son and I for the holiday and autofill put my name incorrectly on my itinerary. When I called to see if there was any way to correct this issue the original caller advised that I wait 24 hours to call back and have my information updated correctly. Please be advised that before we hung up, I verified with her which airline my itinerary was assigned to. She then called me back 5 minutes later to let me know, without an apology, that I was advised the wrong thing. Her only option to me was to cancel altogether and make a new reservation. I had to be assessed a $15 fee for cancelling and I was told by both the customer service rep and the "senior level" employee that there wasn't anything they could do beyond what had already been done for me. My problem is that I have been inconvenienced and no one is doing or trying to do anything to help me. Everyone that I have come into contact with has been somewhat dismissive. The senior level employee that I talked to was not empathetic and refused to transfer me to someone higher than him. He advised that there was no one else that I can talk to. As a former call center employee, I know there is always someone else to speak to. I know there is always someone higher up. As a new customer, this has been a horrific experience for me. Today was the day I signed up for your services and an honest mistake was made. All I wanted was to either receive a credit on my Priceline account to be able to rebook right away or to see if there was any way that I can get a "price lock" for the original price that I paid for the tickets. I even asked if the $15 fee could be returned so that I can be made whole to repurchase my tickets and was told no. I do not want to have to charge my card twice nor do I want to be assessed a higher price in 1-3 days when my refund has posted. Please let me know if there is anything that can be done. I do see that you guys have great deals and would really love to continue to purchase your products/services.

  

  Business Response

  Date: 12/21/2022

  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.
  

  We understand that you wanted to get the same fare for the reservation, however, due to the changing airline inventories, the same fare and flight availabilities are always subject to change. And it is beyond our control.
  

  As a sign of Goodwill, we refunded the $30 processing fee charged for the cancelation.
  

  We appreciate your time. Stay safe and healthy!
  

  Sincerely,
  

  Executive Offices

• Initial Complaint

  Date:12/07/2022

  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 hotel stay for a convention in ******* ** on October 27th.I paid Priceline for a Hotel Stay at **** ******* from November 13th through November 20th. I paid for the hotel on October 27th of $642.46. I made a mistake of booking the hotel for Nov 13th instead of November 14th. Because I flew in in the middle of the night. I landed in ******* on November 15th at 2 am.Went to the hotel and was not able to check in, because I did not notify the hotel I would not becoming until middle of the night of the 15th.I still paid for the room and was not allowed to check in. I ended up having to pay for that nights stay even though I already paid before. I contacted Priceline and they stated that they were going to reimburse me for the 13th and 14th. I should be able to check into the hotel in the morning. I went down to the lobby and tried to check in for 2 hours.**** ******* stated they needed Priceline to pay them for the room. Priceline bounced me around to different people stating they were trying to get their 3rd party company to email **** ******* the Virtual card number so that I could check in. After 2 hours I left to go to the convention and though they should be able to get the number to them by email sometime through out the day. I went back the night of the 15th and tried for another 3 hours to get checked into **** *******.However Priceline never paid them.The last phone call I called to Priceline they informed me that it was going to take 24 to 48 hours for a resolution. I was 2500 miles away from home and was not able to check into the hotel that I paid for 3 weeks before. Priceline was paid but would not pay **** *******. They did not care that I was stranded in Orlando. I ended up having to pay for another hotel room at another location because Priceline did nothing to help me.They got paid and never paid the hotel. I am asking for my money back.The $488.86 for the total amount that I paid Priceline and never got to stay in the hotel room I paid for.

  

  Business Response

  Date: 12/21/2022

  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, the hotel refused to check you in when you missed your scheduled check-in date. We are in contact with our travel partner regarding your request for a refund. 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

• Initial Complaint

  Date:12/07/2022

  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 April 05, 2022 I booked the trip (hotel + flight for 3 people) from Priceline of amount of $3860.48. I used Priceline app on ******* phone and paid with my Credit Card. Later the same day my plans changed and I needed to make some adjustments to the reservation. I called Priceline customer service and they advised me to cancel my reservation and book another one, which I did. But my first transaction never got voided and had been processed. When I called Priceline they said they will send me the refund and advised me to wait for up to 3 weeks. I received the refund for the hotel in amount of $1111.32 but I never got the refund for the flight, so I called them back. They checked my case again and said that it usually takes longer for the Airlines refund and advised me to wait for extra 3 - 4 weeks. I have not received the refund within a month so I called them back. They checked my case and said that they can’t proceed with electronic refund and they would send me a physical check and advised me to wait for up to 60 days. I also called the ****** ******** and they confirmed they never processed that transaction as it was voided by Priceline. ****** ******** also provided me the **** code that they had in their ARC system as a proof: *************. I never got the check so I called Priceline back in 2 months. They checked my case and claimed to escalate it and send it to the accountant department. And advised me to call back in 72 hours. Since that time I have been calling Priceline every week just to hear that they escalate my case and send it to the accountant department again and again. And no luck with my refund. My Priceline refund case number is #*********.

  

  Business Response

  Date: 12/21/2022

  Dear ***** ********,

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

  We received your Better Business Bureau concern.
  

  We are currently making attempts to resolve this issue for you. We are working hand in hand with our Accounting Team to check on your refund.
  

  Due to the bulk of refund requests, the time frame might be impacted. Rest assured that we will prioritize your refund.
  

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

  Sincerely,
  

  Executive Offices

• Initial Complaint

  Date:12/07/2022

  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.

  Hello, I opened up a credit card with priceline since they offered $100 cash back upon posting your first trip on-line. I did that, and then I received an email stating my flight was changed, both departure and arrival was pushed for the following day both arrival time for both ****** and ******* was at about 2 am, due to my already schedule work schedule that didn’t work for me, and surely I wasn’t going to pay 2 extra full days at a hotel for just a few hours. So, I cancelled on 11/10/22, I received the 286.36 from the airline, but not the remaining amount. It was a total of $680 with the $100 promotion, and I paid $580. I’ve called on multiple occasions and all I get is it will get escalated and it will be resolved from 7-10 business days. The refund was supposed to be reflected on my account within 7-10 business days. I ask what the issue is, and they fail to tell me. I once even asked the person on the telephone, “so what? I’m supposed to just wait, pray, and hope that I get my money back?” His response was, “yes.” I want to know what the issue is, and I want a response. I’ve sent emails and their has been no emailed receipt or acknowledgment that anyone is really working on it. Truth is ever since I opened up this account it’s been nothing but a headache.

  

  Business Response

  Date: 12/21/2022

  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 did not receive the refund due to your reservation. We reviewed the information and confirmed that the refund was not completed. Therefore, today (Dec 21, 2022), we successfully processed your refund for 393.64 USD. Refunds take 3-10 business days to post to your account. You may contact your bank directly to inquire about their processing time.
  
  We apologize for the inconvenience, and we hope you find this information helpful.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:12/07/2022

  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 have booked my airline tickets through the Priceline in July. In November I was informed that due to the change in fight schedule my itinerary has changed. The new, proposed itinerary is impossible to make. One flight arrives at the airport after another departs. I'm also required to move on my own from ********* to ********** within 20 minutes! I have called Priceline customer service 8 times now and they told me they proposed a new itinerary that needs to be approved by *** airline via email. *** tells me they have not received such email and that Priceline ought to connect with them via agent phone line to adjust it. I am being bunches back and forth and my flight is supposed to leave in 11 days. I do not want to cancel my flight as I have booked several non refundable flights and hotels in ******. I also want to visit my dad who just recently was diagnosed with prostate cancer. Can either company show some compassion in resolving this? Please communicate with each other to resolve this promptly. I can fly out form other airports in ******* **** *** *** if this makes things easier. *** is the most convenient airport.

  

  Business Response

  Date: 12/21/2022

  Dear ********* ****,

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

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

  We see understand how important your flight is. 
  

  Schedule Change is a normal practice of the carrier, they normally advised us, and provide us with instructions for reprotection if they weren't able to reprotect your flight.
  

  We see that your tickets were already reissued, and your flight from ****** to ***** on January 01, is confirmed. 
  

  We appreciate your time. Stay safe and healthy!
  

  Sincerely,
  

  Executive Offices