ComplaintsforPriceline.com LLC

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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.
There was a server error which caused a double booking for the same period which makes it impossible to fulfill the transaction.
Business response
07/10/2024
Dear ***** ********,

Thank you for contacting us regarding your *** ******** ******** tickets operated by **** ******* with Trip Numbers *********16 and *********18. We are writing in response to your Better Business Bureau complaint.

We understand that you are requesting a refund due to a duplicate booking. Upon reviewing the rules and policy of your tickets, we found that they are non-refundable. As a courtesy, we contacted **** *******, the operating carrier, to request a refund for the tickets in Trip Number *********16. Unfortunately, they denied the refund request because the dates on the tickets are not the same. They do not consider bookings duplicates if the dates differ.

Our website can detect duplicate bookings and will prompt a message if the booking dates and passenger names are the same. Since the dates were different, our system did not recognize the bookings as duplicates. We understand that it is impossible for you to be on both flights, but we have no manual intervention for bookings made online. Our customers are free to choose the flight, dates, and times when booking on our website.

Regrettably, we cannot proceed with your refund request as the airline will not allow it. For your reference, here is the contact information for **** *******:

**** ******* Phone Number: ###-###-####
Here are the record locators for your bookings:

RLOC: ****** - Requesting to cancel
**** ******** ************6
***** ******** ************7
**** ******** ************8
******* ******** ************9

RLOC: ****** - To keep
**** ******** ************9
***** ******** ************0
**** ******** ************1
******* ******** ************2

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.
I ordered a hotel room through Priceline. And when I got tot the hotel I called the front desk to let them know the ac did not work and the smoke detector was literally hanging from the ceiling . She told me to call Priceline and get my money back and tried to tell me that was only way to. So then I slept in a hot room. And when I woke up I tried to take a shower and the water was cold. So I called Priceline finally and asked for my money back. After a hour of being on the phone they told me they’d have to call the hotel and get confirmation from the hotel in order to do a refund, the hotel said there was not a manager there to do so and wouldn’t be until Saturday. But as I left I asked if there was a manager there and all behold there was !! They lied to the Priceline people the first time they called. So I called Priceline back and they called the hotel and now they’re refusing to give me a refund because the hotel says they won’t. But this comes after a day long back and forth in the phone, it’s clearly bs they are spewing out I would like this to get resolved. I stayed at the ******* ** ******* in ******* ******** . I need something to happen because they gave me the run around and lied and I had to stay in a uncomfortable unfit room because I needed somewhere to sleep.
Business response
07/09/2024
Dear ****** *********,

Thank you for contacting us regarding your hotel reservation at the ******* ** ******* ******* for Request Number *********16.

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 we did not obtain approval since you used the reservation. 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 October 07, 2024, at 02:07 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
Business response
07/09/2024
Dear ****** *********,

Thank you for contacting us regarding your hotel reservation at the ******* ** ******* ******* for Request Number *********16.

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 we did not obtain approval since you used the reservation. 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 October 07, 2024, at 02:07 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
Business response
07/09/2024
Dear ****** *********,

Thank you for contacting us regarding your hotel reservation at the ******* ** ******* ******* for Request Number *********16.

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 we did not obtain approval since you used the reservation. 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 October 07, 2024, at 02:07 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
Customer response
07/10/2024

Complaint: ********

I am rejecting this response because:
The hotel I. Total cost me $140 and that is including the deposit that they took as well. I’m not okay with a 20% discount on a next stay. Next time I will be booking directly through hotels or a different third party that is not your company so I will not be using Priceline again. I would like a full refund for my room and I’m not gonna take anything less than that.
Sincerely,

****** *********
Customer response
07/10/2024

Complaint: ********

I am rejecting this response because:
The hotel I. Total cost me $140 and that is including the deposit that they took as well. I’m not okay with a 20% discount on a next stay. Next time I will be booking directly through hotels or a different third party that is not your company so I will not be using Priceline again. I would like a full refund for my room and I’m not gonna take anything less than that.
Sincerely,

****** *********
Customer response
07/10/2024

Complaint: ********

I am rejecting this response because:
The hotel I. Total cost me $140 and that is including the deposit that they took as well. I’m not okay with a 20% discount on a next stay. Next time I will be booking directly through hotels or a different third party that is not your company so I will not be using Priceline again. I would like a full refund for my room and I’m not gonna take anything less than that.
Sincerely,

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

We received your rejection.

We called the hotel, and they denied your claim. They also added that you are now banned from their property due to your behavior during your stay. Therefore, they rejected the request for a refund. Please note that our ability to refund depends on the hotel's willingness to reimburse us. Since we did not obtain approval, the charge remains non-refundable.

Thank you for your time.

Sincerely,

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

We received your rejection.

We called the hotel, and they denied your claim. They also added that you are now banned from their property due to your behavior during your stay. Therefore, they rejected the request for a refund. Please note that our ability to refund depends on the hotel's willingness to reimburse us. Since we did not obtain approval, the charge remains non-refundable.

Thank you for your time.

Sincerely,

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

We received your rejection.

We called the hotel, and they denied your claim. They also added that you are now banned from their property due to your behavior during your stay. Therefore, they rejected the request for a refund. Please note that our ability to refund depends on the hotel's willingness to reimburse us. Since we did not obtain approval, the charge remains non-refundable.

Thank you for your time.

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.
I initially purchased a flight to ******* in December of 2021 from Priceline for ******* ********. The flight was to occur on Jan 6, 2022. When I arrived at the airport early that morning, the flight did not actually exist. I had to purchase a new flight from a different airline through Priceline. 3 years later in April of 2024 I received an additional charge from ******* ******** for $801. I had them investigate the charge since I have not flown with them in years. They stated the charge came from the flight I purchased back in 2021 and was being charged again. I reached out to my credit card company, and they are unable to dispute it because the initial charge was 2021 and you have 6 months to create a claim, even though this statement is recent of April 2024. I have had Priceline investigate and they have reached out to ******* ******** and no one wants to be responsible for my refund for this second charge. Priceline has confirmed they see the second charge. The credit card company (****** ******* ****** *****- ****) will not assist me and I am having a huge issue with both Priceline and ******* ******** resolving this problem.
Business response
07/09/2024
Dear *** ******,

Thank you for contacting us regarding your ******* ******** ticket, Trip Number *********79. We have received your complaint submitted to the Better Business Bureau and are committed to addressing your concerns.

We understand that you are requesting a refund. We contacted ******* ******** to facilitate this, but they have denied the request. Their records indicate no cancellation for your flights on January 6 with ******* ******* or ******* ********. If your bank processed a refund due to a chargeback, ******* ******** is recharging you because they did not authorize the initial refund.

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

Sincerely,
Executive Offices
Initial Complaint
06/28/2024
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.
We booked one room for one night from 22nd June and checked out on 23 June. booking was done via Priceline express booking, Priceline website showed excellent reviews, free parking, Kids stay free, and so on. When we checked in the receptionist gave us white slip stating there is no charge for parking, after we checked out, we were charged 32$ (16$ twice) When I called them to enquire about these charges, Billing department lady was rude, she said it's for the Parking fee and will not be refunded and hang up the phone.
Customer response
06/25/2024
Please find attached screenshot of Priceline booking that still shows free breakfast and free parking, but they changed us 16$ parking and demanded 22$ for per person breakfast that total 88$ for breakfast of four people
Customer response
06/25/2024
Please find attached screenshot of Priceline booking that still shows free breakfast and free parking, but they changed us 16$ parking and demanded 22$ for per person breakfast that total 88$ for breakfast of four people
Business response
07/01/2024
Unless I have all the information I cannot respond to this request. Please let me know what hotel ****** ****** is referring to, along with the address. We have 18 hotels in the ** ***** area and I have no idea where she and her family stayed. Once I have this information I will begin the investigative process. Thank you
Customer response
07/02/2024
Hi, I am referring to ****** ** ***** ******* ***** ******* ****** **.
We contacted Priceline regarding this issue and they agreed that their website states free parking, but did not refund the parking fee since it was charged by ****** airport hotel, they just gave us 20% coupons for next stay that is to be used within 3 months , but their website still shows free parking for the express booking airport hotel and they gave us ****** as part of the deal
Again Frount desk at ****** hotel at airport also gave us the white slip and said that parking is free.
Customer response
07/02/2024
Screenshot showing free parking and free breakfast
Business response
07/11/2024
Dear ****** ******,

Thank you for contacting us regarding your hotel reservation at the ****** *** ***** ******* for Request Number *********16.

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

We understand that the hotel charged you for the parking fee. During the booking process, we indicated parking is available for a fee. We called the hotel and confirmed that they only charged one amount of 16 USD for the parking fee. They also added that they do not give out white slips or guarantee free complimentary parking. Regrettably, we cannot assist you with the hotel's charge.

Thank you for your time.

Sincerely,

Executive Offices
Initial Complaint
06/28/2024
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.
I booked a vacation with Priceline on 03/31/2024. My trip number is ************17. The itinerary was for 05/23 - 05/27/2024 to ****** ******. The hotel is *** ****** *********, and my flight was with ******** Airlines. My total for this trip was $2,354.19. Unfortunately, my mother had complications with surgery which is the reason I had to cancel to stay and watch over her. I contacted the airline directly and I'm working on getting travel credit from them. I also contacted the hotel directly and was told that if I cancel id get a partial refund, so I decided to call Priceline and see if they could do something better. The person I spoke with from Priceline told me that due to it being a medical emergency they could either get me a full refund or push the date back. I thought that was a much better option, so I decided to go with Priceline. I was told that they were going to reach out to the hotel and id get an email from them with statues on my refund in a few days. I have not received a refund, I called multiple times to get updates, every time I called I was told something different. I was told to rest assure I would be getting a refund and an email the next day, didn't receive an email. Now I'm being told that I can't get a refund because the hotel isn't approving it. I'm extr***** disappointed with Priceline, they mislead me. The only response I get from them is that they will call and email the hotel. The hotel total is $1,234.55
Business response
07/05/2024
Dear ***** ********,

Thank you for contacting us regarding the hotel portion of your vacation package reservation for Request Number ********517.

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

We understand that you requested to cancel the reservation due to medical reasons. Our records do not indicate that we guaranteed a full refund. Since you booked a restricted rate, we contacted the hotel to request an exception or a refund but did not obtain approval. Regrettably, the charges remain non-refundable.

Thank you for your time.

Sincerely,

Executive Offices
Initial Complaint
06/28/2024
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.
I booked a vacation to ****** through Priceline on 12/10/2023, and due to unforeseen circumstances, attempted to cancel the reservation on 12/11/2023. The hotel was easy to cancel, but trouble began when I attempted to cancel the flight. As is clearly stated in the Priceline booking terms provided in their rebuttal to my initial dispute, I had the ability to cancel the flight within 24 hours. When I called Priceline to cancel, I was directed to call ***********. Upon contacting ***********, I was told that I had to cancel through Priceline. For the entire afternoon and evening on 12/11/23, I effectively spent my time as a mediator between the two companies, attempting to get the refund that, by both company’s terms, I was entitled to. Finally, I reached a supervisor, and he kept me on hold for close to an hour. After that, he connected me with someone who wanted my bank account, proof of identification, routing number, et cetera to process a refund. I have never been asked for this information for a refund, and I was not comfortable giving it out to someone I could barely understand. Willing to work with the person at the other end of the line, I offered to give my ******* *** card number, the one used to purchase the travel package, to process the refund. When she refused and again vehemently demanded bank information, I hung up the phone.
Business response
07/09/2024
Dear ***** ********,
Thank you for contacting us regarding your *********** tickets, Trip Number *********17. We are writing in response to your Better Business Bureau complaint.

Our records show that you contacted us on December 11, 2023, to cancel your booking. As we are unable to cancel bookings directly, we facilitated a three-way call with ***********. During the call, the *********** agent confirmed they would assist you with the cancellation.

We have since followed up with *********** to verify your refund status. Unfortunately, they informed us that no refund was processed because you declined to provide the necessary information for them to proceed. We understand your concerns regarding this information, but we have no control over their processes. As the cancellation window has now passed, *********** is unable to authorize a refund.

We apologize for any inconvenience this may have caused and appreciate your understanding.

Sincerely,
Executive Offices
Initial Complaint
06/28/2024
Complaint Type:
Facilities Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I booked this room through Priceline. I have stayed at other *** **** **** and generally had a decent experience. When I got to the property, it was obvious that the property is not up to the standards of most motels/hotels. The parking lot was full of cars in various stages of decay. There were multiple undesirable people roaming in and out. I got the room but wanted to inspect before bringing in my luggage. The room was on the third floor, and I took the elevator up. Immediately upon entering the room, I was struck by the amount of grime and filth in the bedroom and bathroom. The shower had multiple missing pieces (drain, knobs). The bed covering was stained with multiple brownish spots and upon the sniff test, smelled of cigarette smoke. I immediately attempted to return to the lobby, but the elevator was no longer working. I entered the stairwell and was accosted by at least 10 people in the stairwell engaging in various activities. When I returned to the lobby, there was a loud encounter occurring. I asked for a refund and was told no. I had to book other accommodations because I did not feel safe staying there with my young stepson.
Business response
07/09/2024
Dear ******* ********,

Thank you for contacting us regarding your reservation at the *** **** ***** * ****** ******* ******* ***** for Trip Number *********16.

We are writing in response to your Better Business complaint.

We understand you requested to cancel your reservation due to quality and safety issues. Our records show we contacted the property on June 23, 2024, for an exception but did not obtain approval to process a refund. Nevertheless, we made a one-time exception and refunded $82.95 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 response
07/09/2024

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. I am very happy with this result. Thank you so much BBB for holding this business accountable.

Sincerely,

******* ********
Initial Complaint
06/28/2024
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.
I bought a ticket this week on Priceline's website; as you see in the print screen attached, I offer a round-trip flight for 383. I paid for the trip, and when I got the confirmation, the document was attached, too. They issued a ticket only for one destination. I immediately called customer service or the price line, and I spent around 30 minutes trying to solve the issue; they told me that nothing could be done, that the ticket had already been issued, and even though it was an issue with their website, nothing could be done I explain the system five another price only for one way ticket and show them the attachment included too and they said that it was nothing they could do. In the end, they told me that the only option was to cancel the trip and I'd need to pay a 50 dlls cancelation fee, honestly, I belive that they should responded and refund. They never contacted me again, I try to find the status of my refund and nothing is listed is like they do nothing, All the evidence of the information that I'm sharing is attached to the complain.
Business response
07/04/2024
Dear ***** ***** ****,

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

Our records show that we processed a full refund of $382.14 on June 25, 2024. If this amount still appears as a charge in your account, we recommend contacting your bank for verification.

We appreciate your time and understanding.

Stay safe and healthy.

Sincerely,
Executive Offices
Initial Complaint
06/28/2024
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.
I am credited a flight to ****** from ********* that I will have to use before August 2nd of this year. I have called numerous times and they cannot give me a reasonable return flight. They are refusing a refund. I feel they are acting in an unethical way. I deserve a full refund.
Business response
07/04/2024
**** ***** * *******,

Thank you for contacting us regarding your ****** ******** ticket with Trip Number *********18. We have received your complaint submitted to the Better Business Bureau and are committed to addressing your concerns.

We understand that you would like a refund. However, upon reviewing the fare rules and restrictions of your ticket, we found it to be non-refundable. Your only option is to rebook by August 2, 2024, with travel to be completed by that date. Our records show that you requested to place your ticket on hold on August 19, 2023. We have advised that your ticket must be exchanged and travel completed within one year of the original date of issue.

Your only option is to rebook within the ticket validity period, with a $99.00 rebooking fee plus any potential fare difference. Please feel free to call us back when you are ready to rebook.

We regret that we cannot proceed with your refund request. We appreciate your time and understanding.

Stay safe and healthy.

Sincerely,
Executive Offices
Initial Complaint
06/27/2024
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.
Price line keep collision fee paid for a cancelled rental.
Business response
07/04/2024
Dear ******** *****,

Thank you for contacting us regarding your rental car reservation with ********** **** * *** for Trip Number *********18.

We are writing in response to your Better Business complaint.

We understand you requested a refund for the Collision Damage Protection coverage. Our records show that your reservation is still active, and you contacted us for the insurance cancellation on June 27, 2024, 7 past your scheduled pick-up date. Please note that we can only cancel insurance coverage within 72 hours of the pick-up date. Regrettably, the Collision Damage Protection remains non-refundable.

Thank you for your time.

Sincerely,

Executive Offices

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