ComplaintsforPriceline.com LLC

• Initial Complaint

  08/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have cancelled a trip with Priceline and my refund has not being received after 10 business days . Priceline trip number-**********5-16 Refund Due-$555.40

  

  Business response

  09/07/2024

  Dear ****** *****,
  
  Thank you for contacting us regarding your reservation at the ******* ********* ***** * ****** for Trip Number ********516.
  
  We are writing in response to your Better Business complaint.
  
  We understand you had concerns regarding the refund status for your reservation. Our records show we successfully refunded $555.40 on September 06, 2024, for the booking cot to your ****** account. You may check your ****** account to confirm your refund.
  
  Thank you for your time, and we apologize for the inconvenience caused.
  
  Sincerely,
  
  Executive Offices

  Customer response

  09/09/2024

  
  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.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  08/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered a non-refundable rental car to be picked up at a 3rd party ******* *** ******) car rental at/near ******* ***** airport. They refused to give the vehicle to my wife because of a fine print disclosure about being required to be using ***** airport in order to rent from them. Priceline did not make this even remotely clear and refused to refund my money

  

  Business response

  09/07/2024

  Dear ***** *****,
  
  Thank you for contacting us regarding your rental car reservation with ****** *** ****** for Trip Number ********517.
  
  We are writing in response to your Better Business complaint.
  
  We understand you have not utilized your reservation due to the counter's local renter restrictions. During the booking process,  we advised on the check-out page to read the Partner's Rental Policy and Rules for local renter restrictions. We stipulated the following policy in the ****** *** ****** policy and rules.
  
  - ****** *** ****** locations at ******* *****, ****** (***), ******* (***), and ******* (***)) do not rent to local renters under any circumstance.
  - All customers must have a valid return airline itinerary to rent.
  - All renters who cannot present proof of a round-trip airline ticket that includes the rental period are considered local renters.
  
  Furthermore, we have no records that you contacted us about your concerns within your rental duration. On July 10, 2024, we received a notification from your bank indicating that you disputed this transaction. The dispute initiated the chargeback process between your bank and Priceline, which means that all communication regarding this case must be made directly with your financial institution. Due to this, we could not take any action on this matter. However, if the bank closed its investigation in Priceline's favor, please send the result and attach it to your BBB complaint so we can further review your case.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices
  
  

• Initial Complaint

  08/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 04/24/2024 I paid to Priceline 2721.40$ for 5 nights hotel for my Honeymoon at ******** ****** and **** ******. The dates of the stay September 4th to 9th, 2024 . Room I paid for was Junior Suite with the private Pool. When I contacted hotel prior to arrival to arrange the airport pickup they told me the room they have booked is Junior Suite with no pool and the hotel got paid for Junior Suite instead of Junior Suite with the pool. This is my honeymoon we planned for years. It was a dream that turned into nightmare. Priceline admitted that their partner they use for booking made a mistake because I did book Junior Suite with pool. Now I didn’t sign contract with their partner I signed with Priceline and after multiple attempts to call , staying on the phone for hours they still didn’t resolve the issue. They offered 20% off if I keep the room for the room that is literally half price of the one I ordered! They also offered full refund 7 days prior the trip to ********* in most busy season that is no more rooms left in other hotels. I’ve requested either full refund with 1500$ credit towards a new hotel room, or 65% off for my room price since the one they booked for me 50% cheaper then the one I originally purchased. Also on May 11th they have sent me an odd email stating my Junior pool suite WAS confirmed but gave me options for 20% off or full refund which was strange. After multiple attempts I still haven’t got a response of resolution and I still up in the air if I’ll have place to stay in ********* 7 days away from my honeymoon. Its devastating

  

  Business response

  09/09/2024

  Dear **** **********,
  
  Thank you for contacting us regarding your hotel reservation at the ******** ****** * **** ****** for Request Number ********395.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand your concern regarding the room type on your reservation. Our records indicate that a 20% refund for the amount of 544.28 USD was submitted on September 7, 2024. 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

  Customer response

  09/17/2024

  Good afternoon, Priceline stated they issued the 20% refund but I’ve never received it. 

  

  Business response

  09/26/2024

  Dear **** **********,
  
  We received your rejection.
  
  Your refund amounting to 544.28 USD was processed on September 16, 2024, to the credit card used for the purchase. Kindly contact your bank to check the status of your credit.
  
  We hope you find this information helpful.
  
  Sincerely,
  
  Executive Offices

  Customer response

  09/26/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me. However I no longer wish to continue this matter. Talking to Priceline it was like talking to the wall. I only received 20% refund for the room that cost half price of the one I originally paid for. 
  
  Sincerely,
  
  **** **********

• Initial Complaint

  08/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased round trip tickets to *** ***** from ***** ****** ( Aug 4th to Aug 8th). These were purchased on July 23rd for a price of $301.17 ( this price was to include baggage fees from ***** ****** and then to return. On July 25th after reviewing with the airline, they had no record of my baggage being included. The same day I called Priceline with the problem. After reviewing they acknowledged the problem and directed me to pay for the baggage with the airline and then submit a receipt for reimbursement. The cost for this was $174.00 .The receipt was sent to them on August 9th. It is now August 27th. I have spoken on the phone several times and corresponded with email since then. They keep telling me that they have sent it to a different department for review and the most recent interaction was them calling at 730:pm on Sunday, I was unable to answer in time and they left a message, saying they needed more information. I have a record of my emails and they apparently record conversations so I don't understand the hold up. I want my MONEY back and I keep getting the run around. HELP ME!

  

  Business response

  09/09/2024

  Dear **** *******,
  
  Thank you for contacting us regarding your  ********* *** ticket associated with Trip Number ********516. We are currently addressing your Better Business Bureau complaint.
  
  We sincerely apologize for the inconvenience this situation has caused. Our record shows that we are due to refund you 174.00 USD. Currently, we are unable to refund the original form of payment. However, we offer four alternative payout options:
  
  ACH (US-Based Bank)
  Bank Name:
  City/State:
  Routing/Transit Number:
  Account Number:
  ACH (Outside US Banks)
  Bank Name:
  City/State/Country:
  SWIFT Code:
  Account Number:
  IBAN:
  Email Address for Remittance:
  
  ******
  Birthdate:
  Email Address associated with ****** account:
  
  
  *****
  Date of Birth:
  Phone Number associated with ***** account:
  
  *****
  Updated mailing address:
  
  If you choose ****** or *****, please provide your mailing information as we may issue a check if there are any issues with these methods.
  
  
  
  Sincerely,
  Executive Offices

  Customer response

  09/09/2024

  Thank you 

  Please send a check to :

   

  **** *******

  **** ** ***** ** ******** *** *****

  

  Business response

  09/18/2024

  Dear **** *******,
  
  Thank you for providing your address. We have forwarded your request for a $174.00 check to our Accounting Department. Please note that the processing time typically takes up to 15 business days.
  
  We appreciate your patience. Wishing you safety and good health.
  
  
  Sincerely,
  Executive Offices

• Initial Complaint

  08/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I contacted Priceline on August 26, 2024 regarding a best price guarantee for Trip# **********5-17. I found a lower price on **********m, however, the 1st representative (Maria in ********) kept insisting that I cancel my itinerary and purchase from **********m, rather than make the price adjustment. She took an extremely long time "verifying" the price difference and returned on the line with an outright lie. She tried to fabricate the information and told me that the *********** flight itinerary was even higher than Priceline's - she quoted me an amount of $452. I refreshed my screen at that point to see if there had been a price change and sure enough the price was as I had seen earlier. I demanded to speak to a supervisor and she kept trying to tell me that I could cancel. This went on for more than 6 minutes, despite my many assertions that I no longer wanted to speak with her and that I needed the call to be transferred to a supervisor. It was only because I told her that the call was being recorded that she relented and transferred the call. The supervisor, Bree, located in Asia, came onto the line and I explained everything that had occurred. Bree apologized for the representative's behavior and also asserted that I could still cancel. She then proceeded to take 20 plus minutes to verify the price on **********m's website, and only came back on the line when the price had changed. My call log will confirm the amount of time that was spent during this interaction and I waited less than 2 minutes to speak to Maria. I find these tactics to be immoral and unethical and I demand that you provide proper training. I am due 21.50, which is the price difference between the two reservations. I find this conduct to be very disturbing because of how rampant and pervasive the behavior is. Clearly this is the way you have decided to train your staff on this issue. These practices are contemptuous and beneath you. It will only serve to tarnish your reputation.

  

  Business response

  09/12/2024

  Dear ********* *****,
  
  Thank you for reaching out regarding your ********* ******** ticket with Trip Number ********517. We are writing in response to your Better Business Bureau complaint.
  
  We understand you sought to utilize our Best Price Guarantee, which allows for a refund of the fare difference if you find a lower rate elsewhere. For further details on the Best Price Guarantee, please visit our website: Best Price Guarantee Information.
  
  Our records indicate that the fare you found on **********m was higher than your current booking rate, and therefore, did not meet the criteria for a refund under the Best Price Guarantee. It is important to note that the fare you see should be available to the general public. Discrepancies in flight availability and fares may occur due to the following reasons:
  

  - Outdated Web Browser: Ensure your browser is updated to the latest version.
  - Multiple Tabs: Keep only one tab of our site open when submitting your request.
  - Cache Issues: Clear your browser’s cache to view the most current version of the page.
  

  We regret that your request for a refund under the Best Price Guarantee could not be processed, as the fare you provided was higher, not lower. We appreciate your understanding.
  
  
  Sincerely,
  Executive Offices
  
  

  
  

  Customer response

  09/12/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The response is not based on facts and truth. In addition, it does not acknowledge a widespread issue of agents purposefully and deliberately working to undermine attempts to get the best price guarantee. For example, I was told repeatedly that I did not need to utilize the policy as the reservation could be canceled. However, what's the point of having such a policy if it can't be utilized?

  In addition, I have experienced agents trying to runout the clock and only coming back on the line after there was a change in fare - meaning the lower price was no longer available and the new price either was the same or higher than Priceline's.

  These practices are deceptive and unethical - Priceline should cease and desist in continuing such practices.
  
  Sincerely,
  
  ********* *****

  

  Business response

  09/19/2024

  Dear ********* *****,
  
  Thank you for your response. We would like to clarify that we only provided the cancellation option because your inquiry was made within the free cancellation period. This allows you the opportunity to book the lower fare that you see available, which is not reflected in our system. Please note that the lower fare should be accessible to the general public.
  
  We sincerely apologize for not meeting your expectations.
  
  
  Sincerely,
  Executive Offices

• Initial Complaint

  08/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I’ve called this company more than 10 times, wasting hours trying to resolve this issue. They keep saying they’ll send the refund, but I haven’t received it yet, and it’s been more than 3 months. I even spoke with a supervisor who promised to call me back, but I haven’t received any call. Each time I call, it takes almost an hour to speak with a supervisor, but the issue still hasn’t been resolved.

  Customer response

  08/27/2024

  ***** **** ****** ****************** ***** ******** ****** *** **** ***** ** *** ********** *********************** ******** *** *** **** * *** ******* **** *** ******* *********** ********* ********* *********
  

  Hi,

  Thank you for your help. I had a create a complaint case yesterday, but Priceline resolved the issue today. Please let me know if I need to do anything to close this case.

   

  Thanks,

  **** ******

• Initial Complaint

  08/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  booked room on 25 august 2024 ; cant do trip . call motel to cancel room . was told Priceline booked it ; called Priceline . room canceled . (extremely hard to understand the lady , not an American ) . then she says I forfeit the total room fee ?? WHAT ??We booked through ******** ******* in t******** ** ; How /why / what ? does / did ? Priceline get involved ?? This cannot be legal ; Cancel same day (25august 2024 ) I really do not want to have friends put this out to the entire world on many social medias ;; BUT ; I will not be cheated ; bait n switched ; victim of misrepresentation tactics ; And I am sure a lawyer will find a number of felony type charges ??!!!! again ; I wish to be refunded my full amount of $ 267.26 and any other fees they are trying to scam me out of ; Thank you in advance . Ps ; we took a photo of this complaint message

  

  Business response

  09/09/2024

  **** **** *******,
  
  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 you requested to cancel the reservation. We reviewed the information in our system and verified that we did not guarantee a free cancellation during the booking process. 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 reservation remains non-refundable.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

  Customer response

  09/17/2024

  I don't know how to send anything with a phone . And no ..they have not refunded me . So.

  The next step is to let the ,***, and ******** ****** division get involved. 

  Yhen after that , we will destroy them on the internet ...this is not a threat  . This is a promise . And in 80 years ,, I have never broken a promise . Nor have I ever lied or cheated .. and  so , I will not let them get away with this . All the yunguns in my very large family have been researching . They have discovered that these folks and 2 others have lied and cheated quite a lot of people . Welp . It is time to help put a stop to it ..what they are doing may be gray shadow legal . But it is not right . I am old .. I don't care who I make mad over this . Lying is lying .. cheating is cheating . And theft is theft ...no matter how you dress it up . Please inform them or not . Your choice . Our family is ready .. question for these people is this ...Do they want the same treatment that all tel and voicestrem recieved ?? We were a part of that . 

  Thank you

• Initial Complaint

  08/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We made a hotel reservation via priceline.com LLC for the **** ****** ** ******** ******** for August 17 and paid priceline for the hotel. On August 12 we called priceline and canceled the reservation and asked for a refund. Priceline wanted to check with the manager of the hotel and report back to us. On August 14 we received an email from priceline stating: "We contacted the hotel to request an exception, however, we were not able to obtain approval for a refund. Please be advised that your reservation is prepaid and it remains non-refundable." Friends who were going to travel with us made the reservation directly with the same hotel and canceled the same day we did. The hotel refunded their payment in full.

  

  Business response

  09/05/2024

  **** ************ *******
  
  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 requested to cancel your reservation for medical reasons. Our records indicate that we previously addressed your concern through Business Consumer Alliance. Please note that you booked a restricted rate. Since we value your business, we contacted the hotel to request an exception or a refund but did not obtain approval. Therefore, the reservation remains non-refundable.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

  Customer response

  09/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Priceline might be mistaken about the hotel policy, since the couple we were going to travel with, made their hotel reservation at **** ****** ** ******** ******** directly with the hotel for the same date as we did.They canceled their reservation as well and got a full refund.
  Furthermore, priceline sent an email confirming our reservation with the wrong date. We called the hotel directly and corrected the date which was accepted by the hotel. We spoke to a gentleman by the name of Mark at the hotel.
  Sincerely,
  
  ****** ************

  

  Business response

  09/17/2024

  **** ************ *******
  
  We received your rejection.
  
  Please note that we have fully prepaid your reservation to the hotel. Our ability to refund depends on the hotel's willingness to reimburse us. Since we did not obtain approval, the charge remains non-refundable.
  
  For changes approved by the hotel, it will only appear on their system as the reservation you purchased is also non-changeable. Kindly contact them directly for questions regarding the change they approved.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices 

• Initial Complaint

  08/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Staff at **** *** Very rude. Kept asking redundant questions. Never got the room. They asked me to leave after I requested a refund.

  

  Business response

  09/05/2024

  Dear ****** ********,
  
  Thank you for contacting us regarding your reservation at the **** *** * ****** ** ******* ****** **** **** ***** for Trip Number ********516.
  
  We are writing in response to your Better Business complaint.
  
  We understand you requested a refund for your reservation due to the issues with the front desk staff. Your booking is subject to the cancellation policy stipulated in the Booking Conditions.
  
  Any cancellation received within one day before the arrival date will incur the first night charge. Failure to arrive at your hotel or property will be treated as a No-Show and will incur the first night charge (Property policy).
  
  Our records show that we contacted the property twice on August 23, 2024, but did not obtain approval to process a refund. Regrettably, your reservation remains non-refundable.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  08/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I made a reservation on your website, and I've attached the details of it. The projected amount was $95 because you offered medium coverage for $10, although the final price was $85, which surprised me. Upon arriving at the car rental, they told me that the insurance actually costs $45, not $10, and that they didn’t know what coverage I was referring to. Additionally, they informed me that I had to purchase the toll service. In the end, instead of $95, the reservation increased to $142, and they also required a $500 deposit, whereas other companies only ask for $200. I told them that I didn’t have $642 available on my card and that I would cancel the reservation. The agent spoke with their manager and then told me it was okay to reduce the deposit to $200 (by this point, I already had a very bad impression). Furthermore, at no point did you mention that the deposit would be this amount; otherwise, I wouldn’t have booked in the first place. But even after agreeing on a total of $342, they charged my card for $642 (an amount I had already told them I didn’t have). My bank authorized $402.65. They then said that they hadn’t received the approval, but my bank did authorize it and charged the amount to my card, leaving me without a car, stranded with my children at the airport, and without money. I can not contac to priceline, they do not have a valid email, all my phone call the system closed because did not fnd the reservation but I received a email where valid that reservation number.

  

  Business response

  09/05/2024

  Dear ***** ******,
  
  Thank you for contacting us regarding your rental car reservation with *** for Request Number ********516.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand your concern regarding the charges from the rental car company. Our records do not indicate that you purchased insurance on your reservation. During the booking process, we disclosed the information regarding the counter's requirement for insurance and the security deposit required to pick up the car. We sent a copy of your contract page for reference. For questions regarding the charges, kindly contact *** directly at ###-###-####.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

  Customer response

  09/10/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  One part of the page where you select a $10 insurance, as well as the rental conditions. Nowhere does it say that the deposit is $500. As a company, they have the right to charge whatever they see fit, but they must notify the client before the client makes the reservation and travel plans, not after you have let go of other options that in the end, when they reveal their true conditions, are cheaper and better.
  
  Sincerely,
  
  ***** ******

  

  Business response

  09/19/2024

  Dear ***** ******,
  
  We received your rejection.
  
  You may contact your bank to confirm that we did not charge you for Collision Damage Insurance because you did not purchase it. Please note that the security deposit is at the rental car company's discretion.
  
  During the booking process, we instructed you to review the *** rental policy and rules under the Important Information section, where the below was disclosed.
  
  "A security deposit of 500 USD plus the estimated total of the rental will be held on the card at the time of pickup."
  
  For questions regarding the charges, kindly contact *** directly at ###-###-####.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

*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. ↩