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

7,328 total complaints in the last 3 years.
2,205 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:11/01/2022
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 travel package (air, hotel, car) thru Priceline on 8/16/22. The trip was to occur from 9/29-10/02. Hurricane Ian hit on 9/28 and our fight was rebooked from 9/29 to 10/1, then cancelled on 10/1. I reached out to ******** ******** about a refund. They agreed the flight would be refunded but the refund had to be through Priceline since I used Priceline to book the trip. I have called Priceline five (5) times now, spoken with six (6) customer service people and four (4) managers. All have acknowledged a refund is due and a refund has been processed but now the latest manager is telling me that I have to obtain my refund directly from ******** ********. This is a blatant lie and Priceline is avoiding refunding my money. I am due $864.18 for this trip. Additionally, I am still trying to resolve the hotel reservation cancellation. That will be a separate complaint. The costs for the rental car have been refunded by Priceline (not the rental car company). Before hiring a lawyer and suing Priceline, I am hoping the BBB can step in and take care of this. Priceline has stolen my money. This is a felony.
Business Response
Date: 11/20/2022
Dear ******** ********,

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

We apologize for the inconvenience of the refund delay. We have reached out to our Accounting Department today and requested to expedite the refund process for your *********, amounting to 897.34 USD.

The refund of 897.34 USD was processed today, Nov 20, 2022. Posting depends on your bank's processing time. The credit should reflect after a few business days.

We hope to have the opportunity to regain your confidence in booking with us in the future when you have travel planning needs.

Sincerely,
Executive Offices
Initial Complaint
Date:11/01/2022
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.
Booking reservation: TDB8TATA on November 30, 2021 book and pay for 4 rooms for 3 nights for the formula 1 event in ******, ***** that took place last week, these 4 families decided to book early and pay to avoid overpriced hotels for this event through T-Mobile Travel, which in turn contracted Priceline... it turns out that the night we arrived at the hotel all tired and with children, no one ever reserved the rooms at the hotel that we paid for and that they had almost a year with that money... then They relocated us from the hotel and we went to sleep at 5 am the next day, October 22... and at night when we went back to the hotel, the 4 families had our suitcases outside because the hotel did not receive the payment... now both ******** ******* and Priceline refuse to refund the money and on top of that they also refuse compensation for the overprices we had to pay that hotel night... really how those 4 families suffered those two nights for being irresponsible ility of both companies... we demand full reimbursement of the rooms plus compensation... this is a vulgar robbery for those who did not do it... and the treatment of the ******** ******* staff is as detestable as possible and lack of respect... I am waiting for a solution for more than 10 days and nothing that solves when they have with my money for almost a year... annexed is the overprice that we paid only for one night per room... and some emails from them assuming their fault
Business Response
Date: 11/08/2022
Dear ****** ******,

Thank you for contacting us regarding your hotel reservation.

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

As we understand, the hotel did not find your reservation. We reviewed our records using your information; however, we could not locate any reservation. To further assist you and, at the same time, maintain the security of our customers' records, please provide us with the following information.

- Priceline Trip Number.
- Reservation Holder's Name.
- Email Address and Phone Number registered on the reservation.

We look forward to hearing from you.

Sincerely,

Executive Offices
Customer Answer
Date: 11/09/2022
I made the booking by ******** ******* reference ******** under ****** ****** phone number ********** and email *****************, the reservation was for the ***** ***** *** ****** ****** *****
t mobile says that the intermediary between Tmobile and the hotel was Priceline and the reservation was not sent.. I need this resolved please We 4 families had a tremendous bad time
Business Response
Date: 11/11/2022
Dear ****** ******,

Thank you for reaching out back to us.

We reviewed our system using the email address, phone number, and confirmation number provided, but we did not locate any reservation. Since you booked the reservation through ******** ******** kindly contact them directly for further assistance.

Thank you for your time.

Sincerely,

Executive Offices
Initial Complaint
Date:11/01/2022
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 made a reservation for oct 26th- Oct 27th at days in in *********** ***. through the priceline app...priceline trip # ***************..confirmation # *********...when I went to check in the motel I was informed there would be a $200 security deposit on top of the $69.96 priceline charged me...I did not have the $200 if I did I would not have been sleeping in my truck last few days...I was not allowed to stay and priceline kept my $69.96 with no refund..I immediately called priceline for refund and the person I spoke with assured me refund was approved and would be on my card in a few business days...I also emailed priceline and was then told several different stories..this is unacceptable..
Business Response
Date: 11/13/2022
Dear ***** ******,

Thank you for contacting us regarding your reservation at the **** *** ** ******* *********** for Trip Number 1*********6.

We are writing in response to your Better Business complaint.

We are sorry that the hotel did not accommodate you due to issues with the security deposit. We stipulated during the booking process that the hotel requires a $200 Damage Deposit. Our partner collects the deposit by credit card and will reimburse you within seven days of check-out.

Nevertheless, we contacted the hotel for an exception and received a response on October 31, 2022, declining our request for a refund since the reservation had passed the cancellation window. As a one-time courtesy, we refunded $69.96 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:11/01/2022
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 attempted to make a reservation for a plane flight but it came up as unavailable four times. I didn't realize it at the time, but each time, this unavailable trip was processing, 83.98 was being taken out of my account by ******** ********. Oct 28, 2022 Debit Card Purchase 10/26 02:11a #8105 ************** ****** ** ***** -$83.98 $19.75 Oct 28, 2022 Debit Card Purchase 10/26 02:08a #8105 ************** ****** ** ***** -$83.98 $103.73 Oct 27, 2022 Debit Card Purchase 10/26 01:47a #8105 F************* ****** ** ***** -$83.98 $187.71 Oct 27, 2022 Debit Card Purchase 10/26 01:30a #8105 ********LFGCGN ****** ** ***** -$83.98 $271.69 It virtually emptied my account and created some hard choices for me trying to to travel in subsequent days to see my 80 year old Mother on her birthday. At first I was told that the money would be back in my account in 24 hours. At the end of Monday finally one ******** ******** representative said; refund is processing and will take up to 7 days. I can't wait that long, I will be in the middle of my trip, I had to liquefy assets that I didn't want to. I believe this is a money marketing scheme so they can hold onto money. I believe Priceline is to blame because when they got my visa/debit card they noted that I would not be charged until a reservation was made. When the ticket ( entire round trip ticket ) came up as unavailable, it is unreasonable that my account should have been charged, and that a consumer should not have expected that this constituted making a reservation.
Business Response
Date: 11/15/2022
Dear ****** ********,

Thank you for contacting us regarding your booking attempts for flight tickets on our website. We are writing in response to your Better Business Bureau complaint.

We apologize for the rejected requests.

When the debit card was submitted as payment for the offer, your bank placed an immediate charge [hold] on the account in the amount of the transaction. This is not an error. This is the process used by banks when processing debit card transactions. A charge reversal was submitted to your bank for a credit to be processed back to the account. Depending on the bank, it can take up to 5 business days for this credit to appear.

We hope you find this information helpful. Stay safe and healthy!

Sincerely,
Executive Offices
Initial Complaint
Date:11/01/2022
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.
Okay I made a reservation for 11/01/2022 for circus circus hotel. It said I could cancel my reservation by tonight 9:00 I would get charged 25 percent. At first I tried to modify it by wanting to stay just 2 nights instead of 4. They said they can't do it so I said I want to cancel it. I was put on hold for a long time and then he said they had to wait 48 hours to see if the hotel wanted to cancel it. I have pictures of the cancel agreement. Of course I got upset and tried to do chat. They send they would send a link to cancel the reservation. They sent me a link but there was no button to cancel. I trusted this business like 10 years ago but wow its shady
Business Response
Date: 11/04/2022
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 requested to cancel your reservation because you intended it for (2) nights only. Our records indicate that the reservation was canceled on Nov 3, 2022, with a refund of 800.67 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: 11/07/2022

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:11/01/2022
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 hotel reservation for sept 3to the 4th in *** . Conf # **********. I booked it with Priceline. I neede. To changed my hotel date and called. Hotel and Priceline to change this. I booked. It for end of October Sat the 29 or Friday the 28 . They stated they will send me an email . I never received this 2nd email with any new confirmation date. My credit card was charged the full amount last Wednesday 10/26/22. I called Priceline and they stated I booked it for this date. I would never booked a hotel stay for a mid week in. *** as I work monday - Friday. They said I changed this reservation 3 times and I only remember calling them 2 times. They said I booked it for Wednesday and there was nothing they could do. I called ******** *** hotel and they were not helpful either. At first the lady on phone was going to allowed me to choose another date but the she changed her mind and told me I had change reservations 3 times with 3rd party . There was nothing they could do. Representative on Priceline are rude and you could barely understand what they are saying as they have a strong accent. All I want is for my credit card to be refunded the charges incurred for a hotel stay date I did not select. Thank you.
Business Response
Date: 11/10/2022
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 changed your reservation, but the new date was set for the wrong day of the week. Our records show that your reservation was provided by ***********. We escalated your issue to our partner, and someone will get back to you with the resolution within 3-5 business days.

Thank you for your time.

Sincerely,

Executive Offices
Initial Complaint
Date:10/31/2022
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 using Priceline. I got a text from the airline (*** ******* ) I booked through Priceline saying that part of my retuning flight is cancelled. I've called Priceline 3 times since to get on a rescheduled flight and no one can help me -- waiting roughly 40 minutes on the phone each time I call. I contacted *** ******* and apparently all Priceline has to do is put me on the new flight that is available. This is extremely bad business. If my flight cancels again , there is no way I can rely on Priceline to resolve my issue. I was better off booking directly through ***.
Business Response
Date: 11/16/2022
Dear ******* *****,

Thank you for contacting us regarding your *** ******* tickets with Trip Number *********16. We are writing in response to your Better Business Bureau complaint.

We are sorry about the flight cancellation and schedule change on your ticket. We reviewed your previous contact, and it was documented that you prefer a refund. Kindly confirm that you like a refund before we proceed.

We will wait for your rejection response in BBB.

Sincerely,
Executive Offices
Customer Answer
Date: 11/16/2022

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. I would like to receive refund as soon as possible .

Sincerely,

******* *****
Initial Complaint
Date:10/31/2022
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.
A representative of priceline Tara T*****, sold me a cruise package that included a promotion with a dinning package, drinks package, internet and excursions. This same package was being offered at ever other travel agent site. Days later she contacted me to tell me that due to a glitch on the cruise line I now had to pay $35 more, I found it odd but it wasn’t much so I accepted it. When arrived on the cruise she had also removed my drink package and when called she said that she thought I didn’t drink and that it wasn’t her fault but another glitch but that nothing could be done. This is beyond unprofessional and just criminal of priceline and it’s representatives.
Business Response
Date: 11/10/2022
Dear ***** ***********,

Thank you for contacting us regarding your Cruise reservation. We are writing in response to your Better Business Bureau complaint.
We have forwarded your concern to our Cruise Department. We asked them to contact you directly. They will reach you in 3-5 business days.
We appreciate your time.
Sincerely,
Executive Offices
Customer Answer
Date: 11/11/2022

Complaint: ********

I am rejecting this response because: This does not correct the issue and I do not want BBB to close the case until this is resolved. I look forward to hearing from your cruise team.

Sincerely,

***** ***********
Business Response
Date: 11/27/2022
Dear ***** ***********,

We received your rejection.
We contacted our Cruise Department and were told that there were a few attempts to contact you, however, they are unable to reach you.
Based on the review they supplied us, your cruise rate is without the Free at Sea beverage package.
The agent mentioned during your call that the booking does not include all promotions and travel insurance.
We appreciate your time. Stay safe and healthy!
Sincerely,
Executive Offices
Customer Answer
Date: 11/28/2022

Complaint: ********

I am rejecting this response because: This is simply not true, if you hear the call with the agent you’ll see what she sold, furthermore all you need to do is go to the day and time at which the cruise was purchased and you will find exactly what promotions ********* was offering at the time and You would see that it is part of it. A simple apology and recognition of your mistake would have been more than enough, but the fact that not only your sales agent lied and did not delivered on what was sold, but you as a company sustain the lie and furthermore continue to be untruthful with your resolve of the issue, since there is not a single email, voicemail, or anyway in which you tried contacting me, I now want the full price of the drink package refunded. As a travel agent your mission should be to provide unforgettable experiences, instead you made what should have been a beautiful honeymoon have an atrocious beginning and the only unforgettable thing about this experience is how unprofessional your company is.

Sincerely,

***** ***********
Business Response
Date: 12/11/2022
Dear ***** ***********,

We understand your situation.
We sent another email to our Cruise Department regarding your BBB response.
Please wait for their call or email to provide you with their response.
Sincerely,
Executive Offices
Initial Complaint
Date:10/31/2022
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.
Transaction Date: September 6 Items: Flights Tickets for a value close to 5k I called Priceline multiple times to request a refund per the conditions on my airline fare which stated a full refund before the flight day. The first time I called they asked me for the reason for the cancelation to which I explained that a family member has a medical issue that wouldn’t allow us to fly. Not only they asked me to specify which family member was sick, they also forced me to give details about the specifics of the sickness (which should protected by the patient’s confidentiality law) Not happy with the answers they received and after me pointing out the fine print on the contract regarding the conditions on it they asked me to call directly to the airline (Latam). When I called the airline they told me that although I could ask for a refund the ticket was not with them, it was with the agency (Priceline) which they know very well. After calling 2 extra times, spending over 2 hours on the phone and going over another 5 excuses to not do what’s stated on the contract they told me they would keep 80% of the fare per the airlines rules. Since I had a link to them right where my reservation was I asked them to point out or send the part where they explained they had to keep 80% of the fare which the refused to send. I still haven’t been refunded but at this point Everything I learn thus far is that Priceline behaves in a scammy manner to deceive the trust of its consumers not following the rules on contracts and rules thinking they just can scam you and there is nothing you can do about it. Shame that this company grew to be a leader by breaking all businesses good practices.
Business Response
Date: 11/15/2022
Dear ***** *****,

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

We understand that you are requesting a refund due to a medical issue. We follow the Fare Rules and Restrictions imposed by our partner airlines in assisting passengers.

Our record shows that the tickets were exchanged to a new schedule last Nov 12, 2022, requested by Mr. ***** ****** ** *****.

We apologize for any inconvenience. Stay safe and healthy!

Sincerely,
Executive Offices
Business Response
Date: 11/15/2022
Dear ***** *****,

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

We understand that you are requesting a refund due to a medical issue. We follow the Fare Rules and Restrictions imposed by our partner airlines in assisting passengers.

Our record shows that the tickets were exchanged to a new schedule last Nov 12, 2022, requested by Mr. ***** ****** ** *****.

We apologize for any inconvenience. Stay safe and healthy!

Sincerely,
Executive Offices
Initial Complaint
Date:10/31/2022
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 reservation for a Rental car from ******* ****** through the Priceline website. Payed the $216.58 on 10/15 to reserve the car for 10/21 through 10/23. I go to pick up the car on 10/21 without knowledge that ******* ****** required full insurance on my end to complete the sale. I could not provide this and the employees at ******* ****** made sure to put a note on the order to provide a refund but I would have to go through Priceline for this. I contacted Priceline Costumer service and was stonewalled, saying that they could not give me a refund. I find this unacceptable and unprofessional that they took $216.58 for a product that was not provided to me. I then booked another car through their website with no problems. I would like to resolve this situation by way of refunding the $216.58 for a car that I did not and could not receive. Thank you I hope to have this situation resolved quickly.
Business Response
Date: 11/10/2022
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, the rental counter did not accept your Collision Damage Insurance but required you to present full coverage to rent a vehicle. We contacted ******* **** * *** and verified that your reservation was unused. Therefore, we refunded $216.58 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

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