ComplaintsforPriceline.com LLC

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Initial Complaint
07/01/2024
Complaint Type:
Customer Service Issues
Status:
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.
Me and my friend had been notified that we are banned from a hotel that we go to consistently. We had done nothing wrong or out of the ordinary. We weren’t allowed to stay on the property. No one made any effort to explain the situation. We were questioned like common criminals. Yet we both work full time jobs and I’m an army veteran. Not a drug dealer or a drug abuser. They got the impression based on how we dressed and who was socialized with. For the most part we only spoke with people who were already on the property.
Customer response
07/02/2024

Business response
07/11/2024
Dear ***** *****,

Thank you for contacting us regarding your reservation at the ******* * ****** * **** ********* for Request Number *********18.

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

We understand that you filed a complaint regarding this reservation; however, there are no details to your complaint. Also, the attached information does not state any concern. Please let us know on how we can assist you.

We look forward to hearing from you.

Sincerely,

Executive Offices
Initial Complaint
07/01/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
6/30/2024 Book a reservation for ****** ***** and priced shown was $340 for 3 nights. After putting in my card info I was charged $1,412.03. Not what was shown. I cancelled immediately. Then it shows no refunds. Within 3 minutes they are trying to keep the money they scammed from me. Called customer service and they refused to issue a refund. I explained that price was not shown as a total. Rep stated the hotel most likely already has the money. I called the hotel directly they show nothing and said I should call me bank immediately to report as fraud.
Customer response
07/01/2024
I've spoken directly to the hotel this morning 7/1 and they final can view the reservation as cancelled.
They stated had the company called last night to explain I cancelled within 3 minutes because of the price error on the website, they would of issued a no penalties cancelation. I would of received a full refund no problem. Since they refused to do anything, they need to contact the hotel directly for them to do the refund. I called them again today 7-1-24 and they had me on hold for an hour and then stated they had system issues to call back within an hour.
Customer response
07/02/2024
The matter has been resolved. It took me on the phone for a few hours today but, they agreed to refund my money.
Initial Complaint
07/01/2024
Complaint Type:
Product Issues
Status:
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.
On June 21, 2024 I tried to book a flight with this on-line service. I chose the date and time and upgraded to first class in order to get priority seating choices. I finally got to the end and I paid then a message came up that said "sorry there was a problem completing your seat assignment, your seats are currently unassigned and any related charges will be refunded, should you still require seats they may be requested directly with the airline". I immediatly called priceline to cancel and was told I could not get a refund. My understanding is that you have the right to cancel and get a refund if you do it within 24 hours, I requested it in 5 minutes. I called back 4 more times was on hold for hours and spoke to 8-10 different people, they finally decided to cancel and give me a refund. I was sent a confirmation email that day. Now nine days later my itenery is still on their website and still showing a charge on my credit card. I feel that this is a bait and switch tactic. They promised an item on the website then after payment was made, they said that it is not available and refuse to give a refund. I want a refund and will never use their service again and will advise everyone I know to do the same.
Business response
07/09/2024
Dear ***** *******,

Thank you for contacting us regarding your ******* ticket, Trip Number ********518. We have received your complaint submitted to the Better Business Bureau and are committed to addressing your concerns.

We apologize for the delay in processing your refund. After escalating your case to our Finance Department, they confirmed an error in the initial processing. As of today, July 9, 2024, the refund of $865.60 has been processed. Refunds are processed within one business day, but the posting time depends on your bank's processing procedures.

We appreciate your time and understanding. Stay safe and healthy.

Sincerely,
Executive Offices
Initial Complaint
07/01/2024
Complaint Type:
Product Issues
Status:
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.
Booked 4 nights @ *** ********** ***** on Priceline for 5/19-5/23/24. Both Priceline & the hotel allowed cancelations 72+ hrs prior. The wk prior to leaving- well within the window to cancel/change-I called Priceline to remove last 2 nights. Had to call b/c they don’t offer the option to change your reserv on their site. Priceline says our system isn’t equipped to make changes to reservs & to follow these instructions-checkin to hotel on 5/19 & call Priceline after checkout on 5/21/24. BUT I must checkout before calling back& tell them I checked out early & they would call the hotel to verify checkout date & would issue refund. I thought this odd/unprofessional. I asked, are you SURE they will see I made the change a wk before so I can get a refund? He said yes. I got off the call & felt uneasy. So I called *** ********** ***** & changed my checkout date to the 21st-also called a 2nd time to verify. I checkout on 5/21 & call Priceline- they said the refund is being processed. No refund came- called again-they said they gave my reservation to a 3rd party who then gave it to their 3rd party & are refusing to give a refund despite knowing I cxld w/in the rules a wk prior. They said both 3rd parties called the hotel& the hotel denied I checked out on 5/21. I said I booked with Priceline& followed priceline&hotel cxl rules. I have proof I cxld those last 2 nights w/ the hotel & Priceline the wk prior. No refund. So I called *** ********** *****- the hotel manager said not only had hotel NOT denied I checked out on 5/21-they have PROOF I DID & changed it a week prior! AND she said NO ONE HAD CALLED HER TO VERIFY (she’s the only one) AND she said PRICELINE TOOK BACK $404.23 AFTER I CHANGED THE RESERV! So she was NOT paid for 4 nights-only 2! Said she’s glad to verify w/them. I called/spoke to Priceline superv-asked for my $, gave them that info & hotel manager ph# to call. Priceline superv sent me an email days later saying they still won’t refund my $537.78. LIES/SCAM
Business response
07/09/2024
Dear ******* ********,

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

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

We understand that you checked out early on your reservation. Our records indicate that today (July 9, 2024), one of our Customer Relation Specialists processed a refund of 537.71 USD. Our system processes refunds within one business day. You may contact your bank directly to inquire about their posting time.

We hope you find this information helpful.

Sincerely,

Executive Offices
Initial Complaint
07/01/2024
Complaint Type:
Product Issues
Status:
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.
Booked a room and was canceled on 06/28/24 and was promised a refund now I am being told no money what so ever .
Business response
07/10/2024
Dear ***** ****,

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

We are writing in response to your Better Business complaint.

We understand the hotel refused to accommodate you due to your previous stay. Our records show we canceled your reservation and refunded $82.97 to the original form of payment used to make the purchase. Our system processed 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
Initial Complaint
07/01/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 6/30, I was browsing the internet for a hotel in **** *** *****. Found a hotel named ****** ****** ******** for a great price ($923.97) and called into Priceline to guarantee it was the best rate. Priceline phone support confirmed and I continue with my booking. Just before the “confirm booking” button there is a notice of their “24 hour price guarantee if you have a ‘VIP’ account.” I figured that I would take advantage of that guarantee and immediately made an account. My account was created at 5:28pm pacific time on 6/30. While logged into my “VIP” account I booked the hotel for the ($923.97) rate at 5:46pm pacific. Quite literally seconds later, my page refreshed and immediately showed me a better rate for the exact same room and hotel ($851.64) through Priceline’s website. No problem, I’ll just contact customer support and have them match the price, right? Wrong. I called in to support on 6/30 and they insisted that I did not have a VIP account and that I didn’t book the room under that account therefore they can not price match. Yet when I log into my VIP account with the exact same email I booked with, it shows my hotel booking. I asked to be escalated to a supervisor and was connected with a phone support supervisor named Candice. She understood the problems and acknowledged that I did have a VIP account and the trip was booked under my VIP account (therefore it should be eligible for the price match within 24 hours), but their system wouldn’t allow a price match. She advised escalation to their back end IT team to fix the issue, but in the meantime, I will be moving beyond the 24 hour price match guarantee period. I raised my issue within the 24 hours and would like my hotel reservation matched to the better rate ($851.64) as I followed all terms and conditions.
Business response
07/10/2024
Dear ******* ******,

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 you found a lower rate for your itinerary. To qualify for the Best Price Guarantee, the rate found should have the same itinerary as the confirmed reservation. It should be available in real-time upon contacting our customer service team. To further review your concern, kindly send a screenshot of the lower rate you found on June 30, 2024. Please attach it to your complaint in a PDF or JPG file.

We look forward to hearing from you.

Sincerely,

Executive Offices
Customer response
07/11/2024

Complaint: ********

I providing screen shots per Priceline’s request. The first 3 screen shots is from “*********” showing a cheaper rate of $709.15 for my stay at ****** ****** ******** in **** *** *****.
The second 2 screen shots, show the cheaper price through Priceline’s on website of $851.64.
Also a bit disappointed that Priceline didn’t read my original message about the account error and my “VIP” account status not reflecting properly.
Sincerely,

******* ******
Business response
07/18/2024
Dear ******* ******,

We received your rejection.

Our record shows you are a Priceline VIP Member. Since we value your business, we refunded the difference from the rate on ************ website. A refund of 209.87 USD will be processed within one business day through our system. You may contact your bank directly to inquire about their posting time.

We hope you find this information helpful.

Sincerely,

Executive Offices
Customer response
07/18/2024

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.
Priceline:
I appreciate your support in this matter and acknowledging the website glitch as well as working to rectify the situation.

Sincerely,

******* ******
Initial Complaint
07/01/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
The airline was able to provide a refund to me after I contacted on 05/10/2024 however the travel agent refused to provide refund information to the airline after numerous attempts and declined to provide correspondence when needed. I called the agent multiple times and every time I was told they would call back within 48 to 72 hours, never received a call back. Priceline(the travel agent) now claims the ticket is non-refundable even though I have already canceled the ticket with the airline on 03/11/2024 within 24 hours of booking, and was able to get the airline to try to refund. The response and policy are against **** ********** ** ************** rules on 24-hour refund policy.
Business response
07/10/2024
Dear **** ***,

Thank you for contacting us regarding your ***** *** Trip, Number *********16. We have received your complaint submitted to the Better Business Bureau and are committed to addressing your concerns.

We understand that you are seeking a refund. Upon reviewing your case, we found that your ticket is non-refundable, and there is no refund approval from Flair Air. However, as a courtesy to you as one of our VIP Gold members, we will make a one-time exception and refund the cost of your ticket. A refund of $130.10 USD has been processed today, July 10, 2024. Refunds are processed within one business day, though the posting time may vary depending on your bank's processing.

We appreciate your time and understanding. Stay safe and healthy.

Sincerely,
Executive Offices

Customer response
07/12/2024

Complaint: ********

I am rejecting this response because: Despite the promising message, and the numerous email of refund request received. There is no refund processed after two business days. Attached is a screenshot with date information. Can you please let me know the refund status?

Sincerely,

**** ***
Business response
07/24/2024
Dear **** ***,

Good day!

The refund transaction has been successfully processed on our side and submitted to ***** ***. The timing of the credit posting is subject to ***** ***'s processing procedures. We suggest reaching out to them directly for any further assistance.

Thank you for your time. Please take care and stay safe.

Sincerely,
Executive Offices
Customer response
07/24/2024

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
07/01/2024
Complaint Type:
Product Issues
Status:
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.
My grand daughter and I was in ******* May 25, 2024. I was looking around for a hotel with a swimming pool. I called Priceline and they told me that **** ******* **** ****************** had an open swimming pool so I booked it for May 25th. Upon arriving to the hotel, the desk clerk told me that the swimming pool was closed. I was upset because I was told it was. Being Memorial weekend I told him that it was crazy on a big weekend the pool was closed. I cancelled the room and went next door where they had an open pool I called Priceline and they tried calling the hotel but the same clerk wouldn't give them information about it. Priceline told me they would esculate this to the manager for a refund. I called them several times and kept hearing the same thing I had never received a phone call or e-mail from Priceline. All I want is a refund of $102.89. Priceline gave me incorrect information.
Business response
07/09/2024
Dear ***** ******z,

Thank you for contacting us regarding your reservation at *** **** ******* **** ****************** for Trip Number *********18.

We are writing in response to your Better Business complaint.

We understand you requested to cancel your reservation due to an issue with the swimming pool. We contacted the property and spoke with Claudene at the front desk, who confirmed that their pool is open from 9 AM to 9 PM daily, and they do not have records that they closed their pool. Regrettably, we did not obtain approval from the property to process a refund.

Thank you for your time.

Sincerely,

Executive Offices
Initial Complaint
07/01/2024
Complaint Type:
Product Issues
Status:
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.
******** refunded a flight for 6/25-6/27. They sent it to priceline. Priceline has not sent me the money back yet and it was given to them 6/14. They told me I MAY see it in 5-7 business days but i would like my money guaranteed to be expedited asap
Business response
07/11/2024
Dear ****** ****,

Thank you for reaching out regarding your ******** ******** tickets with Trip Number ********516. We have received your complaint submitted to the Better Business Bureau and are dedicated to resolving your concerns.

We understand your anticipation regarding the refund. Upon escalating your case to our Accounting Department, we confirmed that the refund had not been processed to your account. As of today, July 11, 2024, they have confirmed that the refund of $228.86 has now been processed. Refunds are typically processed within one business day, though the posting time may vary depending on your bank's processing time.

We appreciate your patience and understanding. Stay safe and healthy.

Sincerely,
Executive Offices
Initial Complaint
07/01/2024
Complaint Type:
Billing Issues
Status:
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.
Description: My complaint is with Priceline and *** ******* ********. The Priceline price of the ticket was $231.43, tax $47.66. I called to request an in cabin ticket for my dog and was quoted $75.00 and $60.00 for my bag. Upon arrival at the ******** **** airport, I was charged $160.00 for my bag (57 lbs) and $150 for my dog. I was informed that as I went through Priceline I was being charged for each leg of the flight. $589.09 total!!!!. The plane from ******** **** was two hours late leaving and the plane from *********** was one hour late leaving. Upon arrival at **** **** ****, the luggage from the plane was misplaced and we waited one and one half hours for it to be recovered. A telephone call to *** ******* was unproductive and there was no *** ******* staff at the **** **** **** airport. Is this the way you always treat your customers? If so, I plan to inform as many people as I can not to fly with your airlines! **** *********
Business response
07/09/2024
Dear **** *********,

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

Upon reviewing our records, we found no contact from you to our call centers. It appears you only reached out to *** ******* ******** regarding adding your dog to your flight. For further assistance with your pet, please contact *** ******* ******** directly at ###-###-#### using Record Locator ******.

We appreciate your time and understanding. Stay safe and healthy.

Sincerely,
Executive Offices

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