Business Profile

Travel Agency

Priceline.com LLC

Headquarters

Complaints

This profile includes complaints for Priceline.com LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

7,355 total complaints in the last 3 years.
2,212 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:12/17/2024
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.
Priceline charged me in full for a hotel stay that the owner informed me they couldn't collect from Priceline. When I tried to cancel the booking they informed me that there would be a 50% fee for cancellation on a service that they can't even provide.
Business Response
Date: 12/24/2024
Dear ****** *****,

Thank you for contacting us regarding your **** ******* *** ******* ******** ******* reservation for Trip Number ********518.

We are writing in response to your Better Business complaint.

We understand you requested a refund for your reservation due to an issue with the property's payment collection. Our review shows that *********** is the provider for your room accommodation. We escalated your concerns to our partner, and someone will get back to you with the resolution within 3-5 business days.

We appreciate your time.

Sincerely,

Executive Offices
Initial Complaint
Date:12/17/2024
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 December 17, 2024, I booked a reservation on Priceline for a flight hotel and car rental adding cancellation insurance for protection. If for any reason the flight or trip would be canceled, it would at least be paid for by the insurance company. Upon exiting and finalizing the purchase, I noticed that the insurance did not go through a.k.a. was not processed. I called Priceline to get the matter corrected, but they stated that they couldn’t help me and I needed to call frontier I told Priceline that I understand but because they are the travel agent with whom I made this reservation? They were the ones who needed the correct this error. Their representative proceeded to hang up on me without allowing me to speak with the manager, although I requested such.
Business Response
Date: 12/29/2024
Dear Daniel Bermudez,

Thank you for contacting us regarding your Vacation Package with Trip Number ********516. We are writing in response to your Better Business Bureau complaint.

We apologize for the rejection of your requested Trip Insurance for your Vacation Package. We partner with a Travel Insurance provider to offer coverage for our customers' itineraries. However, there are times when requests for coverage are declined without us being notified of the specific reasons. We suggest exploring third-party travel insurance providers, as they may offer suitable coverage options, though please note that these providers are not affiliated with Priceline.

Regarding your request for a refund, after reviewing the terms and conditions for each component of your package, we found that the hotel portion of your reservation can be partially refundable if canceled 20 days before check-in, and the rental car can be refunded if canceled before the scheduled pick-up date. Should you decide to proceed with the cancellation, please contact us directly. However, your flight with Frontier Airlines is non-refundable. We recommend reaching out to them for any potential options via their chat support: ****************.

We hope this information is helpful. Wishing you a happy and safe holiday season!

Sincerely,
Executive Offices
Initial Complaint
Date:12/17/2024
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.
We booked a stay through Priceline at the ***** ********* ***** ****** (*** ***** ***** ****** ********** ** *****) for a stay of 1 night at December 10th. This was a so-called Express Deal. The communicated price including taxes and fees was $ 92,97 which was a very sharp deal. At no time an additional resort fee was communicated. Normally Priceline communicates this in the final price overview before booking and in the final invoice as payable fees at the hotel. This was not the case with this booking. On arrival at the hotel, we were charged a $45,20 resort fee and the hotel told us to contact Priceline to solve this matter. We did contact the customer service department of Priceline and the staff member was unfriendly, seemed bored and spoke very unclear. He seemed not to be able to speak English properly. He did hardly lister to our complaint and was not willing to help us. After insisting, he did check the booking and his only reply was that he could try to cancel the booking. Something we did not want, as it was already in the evening and booking another hotel that late would be a challenge. However, he did not listen to us and put us on hold. After several minutes he came back and said something that did not make sense to us and put us on hold again. After a while he came back and said that the booking could not be cancelled. Something we did not want him to check anyway. We asked to speak to a manager, but he refused to get a manager on the call. After that he was rude and took no reponsibility at all. We tried to discuss this with him, but he simply did not react to our arguments and hang up on us in the middle of the discussion. Bottomline, Priceline claims to have 'no hidden fees', but the reality is that we had a hidden fee and that customer service refused to help or take reponsibility. As a result we claim the $45,20 resort fee from Priceline, as they failed to communicate this at the time of our booking.
Business Response
Date: 12/25/2024
Dear ***** *****,

Thank you for contacting us regarding your hotel reservation at the ***** ********* ***** ****** for Request Number ********516.

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

We understand that the hotel charged you for your prepaid reservation. We contacted the property and confirmed that they charge a resort fee to all guests checking in. Therefore, we refunded the said charge of 45.20 USD. Our system processes refunds within one business day. You may contact your bank directly to inquire about their posting time.

We apologize for the inconvenience and hope you find this information helpful.

Sincerely,

Executive Offices
Customer Answer
Date: 12/28/2024

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. Thank you very much for your assistance on this matter.

Sincerely,

***** *****
Initial Complaint
Date:12/17/2024
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 Oct 16,2024, I made a reservation - through Priceline - for a rental car that I would pick up at 7:30 pm on Nov 18, 2024 after a cross-country flight. At the airport prior to my flight on Nov 18, I received a call from the rental car company informing me that I could not pick up the car at 7:30 pm because the company closes at 6:00 pm. I contacted Priceline and was told that not only would I receive a refund for the rental that never occurred, but would also be reimbursed for the difference in the charges between the original rental and the last-minute one that I had to schedule. I applied for reimbursement of $271.12 (the difference between my original rental cost of $313.94 and the new rental cost of $585.06). I received an email from Priceline indicating that I would not receive the reimbursement (despite having received an email previously promising the reimbursement). I have repeatedly called Priceline and been rebuffed.
Business Response
Date: 12/24/2024
Dear ******* ******,

Thank you for contacting us regarding your rental car reservation with *** for Trip Number ********397.

We are writing in response to your Better Business complaint.

We understand you had to rent from a different rental car company since *** was closed when you arrived for pick-up. Per our review, the receipt for your new reservation with ****** **** * *** shows a charge of $585.06 for a 10-day Minivan rental, which is higher than the Compact Car on your original booking. Nevertheless, we refunded $271.12 for the difference in rates on December 23, 2024, to the original form of payment used to make the purchase. Our system will process your refund 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: 12/26/2024

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:12/17/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a ticket from Priceline at Aug of 2024, canceled before the departure, Priceline said will refund my $ within a day. However, I have spent the last 4 months fighting for the refund!!! I have called them at least 10 to 15 times, they have been telling the same thing over and over: they can't refund the $ to my credit card because they haven't received the refund from the airline company! I still have not received the refund after 4 months. It has been an absolutely nightmare!
Business Response
Date: 12/26/2024
Dear *** ***,

Thank you for reaching out to us. We are responding to your Better Business Bureau complaint.

To assist you further, please provide the following information to help us locate your booking:

Priceline Trip Number
Email Address and Phone Number used
Name(s) of the passenger(s) or guest(s)

Once we receive this information, we will review your case and provide a resolution accordingly.

Sincerely,
Executive Offices
Customer Answer
Date: 12/30/2024
Trip # *** *** **5 18
Email and phone used
********************
**********
Passenger : *** ***
Business Response
Date: 01/08/2025
Dear *** ***,

Greetings! We are making contact to address the concern you raised with the Better Business Bureau regarding your ***** *** ***** tickets.

We have been informed by your bank that a transaction dispute was initiated, leading to the commencement of the chargeback process involving your bank and Priceline. This means that all discussions and correspondence about this matter should be directed to your financial institution. Given the initiation of the chargeback process on your part, we regret to inform you that we are unable to take any further action, including processing a refund, in your case.

If your bank concludes its investigation without providing a refund, we kindly request that you capture a screenshot or photo of the email confirmation from your bank. Please attach this image to your BBB complaint so that we can thoroughly review the situation with our travel partner.

We apologize for any inconvenience you may have encountered and sincerely appreciate the opportunity to continue assisting you with your travel requirements.

Sincerely,
Executive Offices
Customer Answer
Date: 01/08/2025

Complaint: ********

I am rejecting this response because:
My bank rejected the dispute, please see the rejection letter sent from my credit card company.
Priceline is lying, they didn't refund my $ after my bank rejected the dispute.
Sincerely,

*** ***
Business Response
Date: 01/16/2025
Dear *** ***,

Thank you for your response. We are pleased to inform you that your refund of 1,539.29 USD was processed on January 15, 2025. Please note that the refund posting will depend on your bank's processing times.

We appreciate your patience.

Sincerely,
Executive Offices
Initial Complaint
Date:12/17/2024
Type:Facilities 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.
For the dates of 5/28/24 and 6/1/2024, I booked a stay at the **** *** ****** ******* ********* Near *** **** via Pricline.com for $232.04. During my stay, I was provided less than desirable living arrangements regarding the cleanliness of the facilities. In addition to the poorly kept living spaces and amenities, I encountered roaches and other insects during my stay and was subjected to smoke coming through the vents from other guests. Due to a recent surgery on my eyes, the smoke caused pain that resulted in me checking out at 5 am, once I secured alternative accommodations. At that time, I requested a refund due to the conditions. When I spoke with the Hotel Manager, I was informed these conditions were normal due to the nature of the weather in the area, and I would not be granted a refund. This is unacceptable and not true as I stayed in several hotels in ***** and haven’t experienced this outcome. Furthermore, there is not a specific area designated for smoking, even though I was told smoking isn’t allowed on the premises. In particular, I asked this question prior to checking in, due to my recent surgery (see attached). As a VIP Client, I hold Priceline responsible as I trust that their recommendations of hotels are safe, and meet State required sanitary conditions. Thus, I emailed Priceline customer service explaining what happened and requested a full refund. On Jun 2, Aira R., from Priceline’s Customer Care Team, reached out via email stating they received my request for cancellation and advised me to forward proof that they may review with the hotel. I sent several emails with proof of the insects and unkept appliances. To no avail, Priceline advised me that the hotel is refusing to grant me a refund and there isn’t anything Priceline Escalation Department can do. It is solely the Hotel Managers choice if a refund is granted or not.
Business Response
Date: 12/26/2024
Dear ***** *******,

Thank you for contacting us regarding your hotel reservation at the **** *** * ****** ** ******* ********* **** *** ***** for Request Number ********518.

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

We understand that 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 did not obtain approval. 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 26 March 26, 2025, at 8:55 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:12/17/2024
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 had booked a trip for client ***** ***** ******* for ****** ****** for december 5th through 11 th 2024. The booking included flights out of *** to ****** ****** leaving at 3pm EST on the 12/5/24 out of ******** with ***** airlines. they were there three hours early and ***** advised them to go to the ********** airline gate, there is where they were told the plane is full and no accomadations are available for them. yet they had a booking and reservations but was told by ********** it was cancelled. ***** nor ********** held themselves accountable and things crumbled from there.
Business Response
Date: 12/29/2024
Dear ***** *********,

Thank you for reaching out to us regarding the ***** Air Lines ticket associated with Trip Number 69543280517. We are currently addressing your Better Business Bureau complaint and sincerely apologize for any inconvenience this situation may have caused.

Upon reviewing the booking, we have determined that ***** Air Lines Flight **** is operated by **********. This information was indicated on the Checkout Page and in the Confirmation Email at the time of booking. As the flight was operated by **********, your client was required to check in directly with **********.

We trust this information is helpful, and we wish you a joyful holiday season.

Kind regards,
Executive Offices
Initial Complaint
Date:12/17/2024
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 book a room from priceline on 11/18/2024 because our power was off at our home and their policies they State that if you do a no call no show you will not get a refund and if you cancel, you will not get a refund. I did not do any of that. I showed up to the hotel and I tried to pay with ***** ***. I’ve been to hundreds of hotels and was able to pay with ***** ***. They said that their machine does not take the ***** *** and the other one that does is broken . I asked the guy OK so since this is not my fault, am I going to get a refund? He told me to contact the third-party that I did my reservation with. I’ll contact them the next day because it was 12 A.m. at night and my kids and I were cold And everything was closed that I can get money from .It was not a warm evening. I talked to a customer service representative. They said they’re gonna email the company and they’ll contact me in 24 hours. They never contact me in 24 hours so I contact them. They pretty much told me that I can’t get a refund. and he told me that he was sent over the transcript between them in the business. They never sent over any transcript between them in the business and they just sent me over an email of me requesting a refund so I tried to dispute it through my bank and showed them all the information that they sent me. I’m a single mother. song called again The representative for Priceline kept telling me to contact the hotel. I told him that the hotel told me to contact you guys. I ask to speak to a supervisor and when I talked to the supervisor, he told me pretty much that that they emailed the hotel and they were only able to contact someone at the front desk that I did not get denied for my refund, And they just couldn’t authorize it because they were not a manager. He told me that I had to wait 7 to 10 business days for them to go through the process again however going back-and-forth with them since November 19 I’m exhausted I did everything right on my end
Business Response
Date: 12/30/2024
Dear ******** Reese,

Thank you for contacting us regarding your hotel reservation at the ***** ********* for Request Number ********517.

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

We understand that the hotel refused to check you in. Please note that during the booking process, we indicated the following:

"The reservation holder must present a valid photo ID and credit card at check-in. The credit card is required for any additional hotel specific service fees or incidental charges or fees that may be charged by the hotel to the customer at checkout. These charges may be mandatory (e.g., resort fees) or optional (parking, phone calls or minibar charges) and are not included in the room rate."

Since you booked a restricted rate, we contacted our travel partner to request an exception or a refund but did not obtain approval. Regrettably, the charge remains non-refundable.

Thank you for your time.

Sincerely,

Executive Offices
Initial Complaint
Date:12/17/2024
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 bought a ticket from ********** to ******* for December 29 through January 1, 2025. I also bought the cancellation insurance. When I called Priceline to cancel, they asked me did I have an emergency and told me that I could not cancel my ticket and get a refund I can cancel the ticket, but I could not get a refund nor could I re-book The ticket with ******** ********. They state that this is the policy of ******** ********.
Business Response
Date: 12/26/2024
Dear ***** ****,

We hope this message finds you well. We are writing in response to your recent Better Business Bureau complaint regarding your ******** ******** ticket associated with Priceline Trip Number ********516.

We fully understand your request for a refund and would like to clarify that the tickets were purchased under a non-changeable and non-refundable fare. As a result, any potential refund is at the discretion of the airline.

In an effort to assist you, we reached out to ******** ******** on your behalf to request an exception for rebooking or a refund. Unfortunately, we have been informed that this request was not approved, and the reservation remains non-refundable. As such, we are unable to process your refund request, as ******** ******** does not permit this action.

Our records show that you purchased trip insurance through our partner, ******. Please note that we are not a licensed insurance provider, and for further information regarding your coverage, we recommend reviewing the description of coverage sent to you via email.

To initiate a claim or for additional inquiries, please contact ****** directly using the following resources:

Online Claim Initiation: ********************************** to get started
For any other questions, visit Homepage - Description of coverage details

Customer Account Page - ***********************account

We sincerely appreciate your understanding and patience as we work through this matter.

Kind regards,
Executive Offices
Initial Complaint
Date:12/17/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Payment Summary Priceline trip number**********5-16 Purchase dateDec 13, 2024 Payment method** ****** Billing name***** ******* Daily rate$31.18 Number of days4 Taxes and fees$70.98 Car subtotal$195.70 Total charged$195.70
Business Response
Date: 12/23/2024
Dear ***** ******* *******,

Thank you for contacting us regarding your rental car reservation with ***** *********** for Trip Number ********516.

We are writing in response to your Better Business complaint.

We understand you requested to cancel your rental car reservation. Our review shows that ***** *********** is the provider for this booking, and the reservation is prepaid directly to them.

Please call ***** *********** at ********** for assistance. Please inform the representative that ***** *********** is the provider for this booking and that the reservation is prepaid directly to them.

Thank you for your time.

Sincerely,

Executive Offices
Customer Answer
Date: 12/23/2024

Complaint: ********

I am rejecting this response because:
I made the reservation through Priceline (please see attached screenshot of the Priceline reservation information). When I tried to cancel my reservation through them, I was repeatedly directed to *****. When I called ***** (at the number to cancel, I was repeatedly told that they couldn't make changes to any reservation booked through a third party (including Priceline). Thus, I had no way to cancel and have been charged for services I didn't use. Please tell me how to hold Priceline accountable for this. Thank you.
Sincerely,

***** ******* *******
Business Response
Date: 01/01/2025
Dear ***** ******* *******,

We received your rejection.

***** *********** is the provider for this booking, and the reservation is prepaid directly to them. Please call ***** *********** at ********** for the cancellation request and inform the representative that ***** *********** is the provider for this booking. Their Customer Service can assist with your cancellation request based on the Booking Conditions you agreed to during the booking process.

Thank you for your time.

Sincerely,

Executive Offices

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