ComplaintsforPriceline.com LLC

• Initial Complaint

  08/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We had a reservation at the ********** in ******* *****, July 19th through the 21st. We booked the stay through Priceline. We were traveling with our 2 young children for a baseball tournament. Upon arriving the hotel looked very run down from the outside, there were prostitutes on the parking lot, the hotel was absolutely disgusting inside and apparent drug users in the hallways. An "employee" actually tried to lock our female friend in the room with him. We felt unsafe and couldn't subject our kids to this environment. They also advertised a clean hotel, free breakfast and a pool. That was all lies. We called Priceline.com to get a refund. They promised a refund that we never received. The said ********** denied the refund to them. We actually called ********** and they told us they refunded priceline that same day, but yet they told us ********** ***** said no refunds. So essentially they made $277 off of them and myself. Not sure why they can lie to us about the refund and profit off of it when Michael at ********** looked it up and seen the refund was processed. Sergio and Rhea from priceline were no help, and showed no empathy that we are out $277.

  

  Business response

  09/04/2024

  Dear ****** ****,
  
  Thank you for contacting us regarding your reservations at the ***** ***** *** * ****** ******* ***** for Request Number ********517.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that you were unhappy with your hotel accommodations. We are currently working with our travel partner regarding your concern. Kindly post a reply to this message after five (5) days for an update/resolution.
  
  We appreciate your patience while we continue to work to resolve your issue.
  
  Sincerely,
  
  Executive Offices

  Customer response

  09/12/2024

  Issue was not resolved from Priceline.

• Initial Complaint

  08/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I HAVE USED PRICE LINE ALL THE TIME FOR OUR TRAVEL NEEDS BOUGHT 2 AIR TICKETS **** TO *** FOR $ 471.90 ON 07/30/24 FOR 09/27/24 BACK ON 10/7/24 .PAID WITH MY CREDIT CARD. CALLED TO CHANGE THE DATE TO 09/21/24. ON 08/16/2024 FRIDAY. WAS TOLD THAT THE OLD TICKETS WILL BE CANCELLED. (ACORDING TO PRICE LINE I HAVE 23 HOURS TO CANCELL IT AFTER THE RESERVATION) ASKED FOR THE TOTAL PRICE FOR NEW TICKETS FOR 2 AT LEAST 6 TIMES I WAS TOD $ 772.00 ALL THE TIME. I SAID OK. PRICELINE CHARGED $ 772.00 ON MY CREDIT CARD. CHECKED IT ON COMPUTER FOR CREDIT CARD ACCOUNT AND WAS CHARGED 772 BUT THE 471.90 WAS NOT CREDITED. ASKED WHY AND AT THAT TIME WAS TOLD IT WAS 772+471.90 =1243.90 . I TOLD HIM I DONT NEED IT AS I WAS TOLD 772 AND NOT 1243.90 . REQUESTED TO GO BACK TO THE OLD TICKETS AND WAS INFORMED THAT THEY ARE CANCELLED. I CHECKED ON THEIR WEB SITE AND THE NEW TICKETS WERE AVAILABLE FOR A TOTAL OF $ 436 WITH 09/21 TO 10/07/2024 NEW DATES. TALKED TO MANAGER , WAS TOLD THAT THEY WILL INFORM ME IN 1 DAY ABOUT THE DECISION. ( ALL THIS IN THE SAME PHONE CALL) NOBODY INFORMED , CALLED AGAIN ON 08/19/24 MONDAY WAS TOLD THAT NEED TO AGAIN SENT TO THE MANAGEMENT TO CONSIDER ABOUT THE DECISION, SOME HOW IT WAS NOT SENT TO THE MANAGEMENT . WAS TOLD WILL GET ANSWERE IN 2 DAYS, I ALSO REQUESTED ABOUT THE RECORDING OF THE PHONE CONVERSATION TO BE SENT TO ME. NEVER RECIEVED IT. CALLED AFTER 2 DAYS , WAS TOLD NO DECISION YET . AND UP TILL NOW NO RESPONSE. I NEED TO TAKE CARE OF ALL THE OTHER RESERVATIONS FOR THIS TRIP. I CANT AFFORD TO PAY 1243.90 FOR A 436.00 TICKETS, BUT PRICE LINE HAS CHARGED MY CARD FOR 1243.90 AND NOW I AM SCREWED UP BY PRICELINE. WHEN EVER I CALL THE ANSWERE IS THAT PRICELINE IS WORKING ON IT, SOON WILL INFORM ME ABOUT IT. THE RESERVATION WAS MADE UNDER THE NAME OF ******* ****** (MY WIFE) AS IT WAS FOR HER *** CLASSES. THE CREDIT CARD IS THE SAME FOR BOTH OF US WHICH WAS USED.

  

  Business response

  09/09/2024

  Dear ***** ******,
  
  Good day! We wanted to contact you about your Better Business Bureau complaint regarding your ***** *** ***** tickets with Trip Number ********518.
  

  We apologize for the inconvenience this situation has caused. Please be assured that we are thoroughly reviewing the matter and working diligently to resolve your concern. We appreciate your patience during this process. Kindly respond to the BBB rejection after 5 business days, and we will provide an update as soon as possible.
  

  We appreciate your time.
  
  Sincerely,
  Executive Offices
  

  
  

  Customer response

  09/09/2024

  
  Complaint: ********
  
  all they said that they are working on it. THEY DID NOT DO ANYTHING ABOUT IT AS OF YET.
  
  Sincerely,
  
  ***** ******

  

  Business response

  09/17/2024

  Dear ***** ******,
  
  Thank you for your response. Following a detailed review, we have confirmed that on August 17, 2024, Ms. ******* ****** reached out to us to arrange a rebooking. Our agent provided a quote of $386.00 USD per passenger for the exchange, totaling $772.00 USD.
  
  Please note that the value of the original tickets was applied to the new tickets, which resulted in a fare difference and an airline-imposed change fee. Below is a summary of the ticket exchange costs completed on August 17, 2024:
  
  New Ticket Cost: $522.95
  Original Ticket Cost: $235.95
  Fare Difference: $287.00
  Carrier Exchange Fee per Ticket: $99.00
  Service Fee per Ticket: $0.00
  Number of Tickets Issued: 2
  Total Cost to Exchange: $772.00
  We appreciate your patience during our investigation. Unfortunately, we are unable to process the refund request, as the cost of the change was disclosed and agreed upon by Ms. ******.
  
  
  Sincerely,
  Executive Offices

• Initial Complaint

  08/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I reserved a car for my trip to ****. 8/18 thru 8/24. I paid 587.21. When I arrived. They refused to give me my rental car because I did not have a credit card for 200.00 deposit. I just had my **** debit card. So I did not receive my car. The car rental place issued me a refund. When I arrived back home I saw my refund went through but was only for 509.21. I did not get my insurance that I paid through priceline for 78.00. I contacted Priceline on the 25th and they refuse to help me. I did not have a car so how can they charge me for insurance. I want my 78.00.

  

  Business response

  09/07/2024

  Dear *** *****,
  
  Thank you for contacting us regarding your rental car reservation with **** **** * *** for Trip Number ********516.
  
  We are writing in response to your Better Business complaint.
  
  We understand you requested a refund for your Collision Damage Protection coverage due to issues with the form of payment for the security deposit. The Collision Damage Protection is cancellable within 72 hours of the pick-up date, and our records show that you contacted for the insurance refund on August 25, 2024, past the 72-hour pick-up date cancellation window. Regrettably, the Collision Damage Protection coverage remains non-refundable.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  08/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On December 19,2023 a company by the name Priceline.com,Inc charged my ****** account $89.97,I have never used this company nor needed any of its services what so ever,I have no idea how they got into my account or what they charged me for,when I attempted to contact the company at the number ###-###-#### I was told by a recored voice telling me to put in my phone number or trip number,since I do not have a trip number I put in my phone number ,the automated voice told me my number was not in the system and therefore I am not able to get through to someone to dispute these charges, these are my only details I was given (merchant order ID *********** Transaction ID ***************** I still have no idea what I was charged for and have no way to contact the company

  

  Business response

  09/04/2024

  Dear ****** ****,
  
  Thank you for contacting us regarding your reservation with Trip Number ********516.
  

  We received your Better Business Bureau's concern.
  

  We understand that you are requesting a refund for the charges made to your ****** account. According to our records, you booked a stay at ***** * ** ******* ******** ******* on Tuesday, December 19, 2023, at 4:36 PM.
  

  Please note that this booking is non-refundable, which unfortunately means that we cannot process a refund for your reservation.
  

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

   

  Sincerely,
  Executive Offices

• Initial Complaint

  08/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On August 5th, 2024, I stayed at a hotel for which I had already prepaid in April 2024 through Priceline. Unfortunately, upon checking in, I was charged again by the hotel, resulting in a double charge from both the hotel and Priceline. Since then, I have made numerous attempts to resolve this issue, but each time I contact customer service, I'm told that my case has been closed, and they are unable to reopen it. Despite asking to speak with a manager, I have not received any meaningful assistance. After calling about this issue more than 10 times, I am frustrated and unsure what else can be done to resolve this matter. Additionally, I requested my account with Priceline to be closed last month. However, I am concerned that similar issues might occur with my upcoming prepaid reservations for hotels, airline tickets, and car rentals. This could result in overpayments exceeding $2,000. I am seeking the BBB's assistance to ensure this matter is resolved promptly and that I receive a full refund for the duplicate charge.

  

  Business response

  08/22/2024

  ** *** **** ******** not Priceline. Please direct your complaint towards the correct concerned party. This is has nothing to do with **** ********. Please take back the complaint as soon as possible.

  Customer response

  09/02/2024

  I received a full refund. Thank you for everything. I just hope I don't encounter the same issue with my next prepaid reservation

• Initial Complaint

  08/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a flight in July of 2024. The flight had a connection, but I realized when I got the itinerary that the connecting flight time had changed by 1 hour, and my 1st flight would land 8 minutes after my connecting flight was scheduled to take off. Which means Priceline should not have allowed this flight package to have been sold in the first place. It was an issue with their website. I called Priceline to resolve this and they assured me it was a time zone change error, and not to worry. However, I contacted ***** ******** and they told me the times were actually correct and it would not be possible to make my connecting flight. I called Priceline to get my flight revised, which they helped me do, but they charged me $170, which I disputed, but was assured it would be reimbursed with 3 to 5 business days. I called them again about 2 weeks later because there was no refund issued, and I got passed around to probably 5 or 6 different representatives, and they gave me a case number and said it was escalated and would be processed within a few days. Another 2 weeks have gone by, so I called again, and once again got passed around to many different representatives, all of them telling me the same thing I heard before about the supervisor not being available, etc. I demanded they connect me with someone who could actually help me get this closed out, but they refused to be of any help. I cannot find any other recourse here. This is a company that is essentially stealing money from its customers and enacting policies that make it so impossible for their customers to get their money back, that they eventually will just give up. It's borderline criminal, and I would really like some help in getting a resolution to this matter. I've entered my Priceline case number in the tracking number box below on this form. I've attached the charge receipt for this transaction from my credit card; it shows as ***** on the charge, but this was through Priceline for a ***** flight.

  

  Business response

  09/02/2024

  Dear ******* ********,
  
  We are writing regarding your reservation with ***** Air Lines for Trip Number ********516.
  
  We received your Better Business Bureau's concern. We are deeply sorry to hear about your experienced.
  
  We regret to inform you that we were unable to process your refund via *****. Please confirm if the following information is correct for a check refund:
  
  Name: ******* ********
  Billing Address: **** *** *** ***** ******** ** ****** **
  
  We look forward to your kind response.
  
  
  Sincerely,
  Executive Offices

  Customer response

  09/03/2024

  The complaint I submitted preceded any reply/effort from Priceline to issue a refund. A few days after submitting, they began reaching out regarding methods to issue a refund. I was getting calls from Priceline customer service in the middle of the night strangely. I just got an email at 12:05 AM on 9/3/2024 stating a check was issued and I should receive this check in the mail within 15 business days. Although they had told me on the phone that they could submit a refund through ***** (since oddly they refused to refund my original credit card form of payment or grant a credit), and I approved that form of payment and sent them my ***** account info, they later told me it was not possible to issue a payment through *****. All of this back and forth and calls late at night have left me concerned this might be a scam, but I did give them my office address (they kept asking for a "billing address" for some reason) to send the aforementioned check. I will now have to wait and see if the check actually shows up. I appreciate the reply and BBB following up on this matter. 

  

  Business response

  09/16/2024

  Dear ******* ********,
  
  We received your email. 
  
  We have successfully sent your check refund of 170.37 USD. Our Accounts Payable Team funded the check on September 13, 2024. Please expect it to arrive within 7-10 business days via snail mail to your billing address.
  
  We apologize again for the inconvenience this trip has caused you, and we hope to have the privilege of serving your future travel needs under more pleasant circumstances. Stay safe!
  
  
  Sincerely,
  Executive Offices

• Initial Complaint

  08/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had made a booking through priceline with the amount $628.7 with the trip # ********396 and the flight was cancelled and I was suppose to get the refund in my original mode of payment. Then after contacting priceline they offered me credits for the same. I again contacted the in Nov 2023 saying that I have not received any sort of communications nor on my email or my priceline account. Then the supervisor told me not to worry and the credits would appear within a week. Again after checking the credits were not there in my account. I contacted them again stating the problem and then they told me to contact the airlines and the airline told me to contact priceline again for the refund as it was booked via them. Now when after calling them for the 100th time they say the credits have expired and I cannot use them.

  

  Business response

  09/02/2024

  Dear ***** ****,
  
  Thank you for reaching out regarding your ******** ******** ticket with Trip Number ********396. We are responding to your Better Business Bureau complaint.
  
  Our records indicate that we assisted you in converting your ticket to a travel credit valid until December 13, 2023. Unfortunately, we were unable to process a refund as the ticket is non-refundable. As of today, your ticket has expired.
  
  Regrettably, we are unable to proceed with your request for a refund on an expired and non-refundable ticket. We appreciate your understanding.
  
  
  Sincerely,
  Executive Offices

  Customer response

  09/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Here's a revised response you can send:
  
  
  Subject:Response to Your Message Regarding Trip Number ********396
  
  Dear Executive Offices,
  
  Thank you for your response regarding my ******** ******** ticket associated with Trip Number ********396.
  
  I would like to clarify that I contacted your customer service multiple times concerning the travel credits you mentioned. Specifically, I called nine times and was informed by your representatives that I would receive the travel credit email within a few days. However, I never received any communication regarding the credits, despite thoroughly checking my inbox, including my spam folder.
  
  If I had indeed received the credits as claimed, there would have been no need for me to follow up so persistently. It is clear that there was a mistake either in the dispatch of the credit communication or in its delivery.
  
  Given the circumstances, I kindly request that you review this matter again. It seems that an error occurred on Priceline's end, which prevented the credits from being issued or communicated to me properly. I appreciate your attention to this issue and hope that a resolution can be found.
  
  Thank you for your understanding and cooperation.
  
  Sincerely,  
  ***** ****

  

  Business response

  09/11/2024

  Dear ***** ****,
  
  Thank you for your response. Our records indicate that your initial contact with us before your ticket was expedited occurred on November 16, 2023. At that time, our travel services agent advised you to reach out to ******** ********, as they were managing your ticket. Your subsequent contact with us was in June 2024. Please be aware that your ticket expired on December 13, 2023.
  
  We regret that we are unable to offer further assistance in this matter.
  
  
  Sincerely,
  Executive Offices

• Initial Complaint

  08/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a hotel reservation for the ******* ** ******* in ***** ****** for July 19 under *********. On July 17th, well before the cut off, I canceled my reservation on the Priceline website by clicking the cancelation link in the email confirmation that I had. I expected the charge of $123.97 to come off of my credit card and it did not. When the charge did not come off I submitted a dispute with my credit card company. This dispute got denied. No explanation why so I called Priceline and they basically told me that I never cancelled. I did cancel. I did not stay at this hotel and I should not have to pay for it since I canceled in time. I don't have a screen shot of the cancellation because I never thought I would have to prove this point to anyone. I did not know that Priceline would trick me in thinking I was canceled when I was not. Priceline is not refunding me, and I demand my money back.

  

  Business response

  09/04/2024

  Dear ***** *******,
  
  Thank you for contacting us regarding your reservation at The ******* ** ******* ***** ****** for Trip Number ********518.
  
  We are writing in response to your Better Business complaint.
  
  We understand your concerns regarding the refund for your reservation. During the booking process, we stipulated on the check-out page that the reservation is fully refundable until 11:59 PM (property local time), on July 17, 2024. We also indicated in the Booking Conditions that 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).
  
  However, we have no records that you canceled your booking online and within the cancellation window. Regrettably, your reservation remains non-refundable.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

  Customer response

  09/04/2024

  
  Complaint: ********
  
  I am rejecting this response because I did click the cancellation button provided on the reservation email Priceline sent to me. Unfortunately it must not have worked because I don’t see a confirmation email to confirm that I canceled. I suppose this is a lesson learned for me to book through the hotel directly. I think Priceline should revise their links or website because I assure you, I canceled the hotel well within two days prior to the reservation. They could search their systems for this activity (I am aware of this possibility as I am a fraud investigator at a company myself), but obviously they will not go to the effort to make this right. 
  
  Sincerely,

  lost customer 
  
  ***** *******

  

  Business response

  09/16/2024

  Dear ***** *******,
  
  We received your rejection.
  
  Our records show that your reservation is still active. Your hotel booking is subject to the Booking Conditions you agreed to during the booking process. Regrettably, your reservation remains non-refundable.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  08/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a reservation for a midsized suz for 480.00. They made my reservation for a pickup in ******. My intinuary said **** ***** which is in *** *****. I was concerned so I called priceline and they said it was in ********** so I assumed it was on the ********** side of the border. I called several times before I picked up the vehicle to make sure everything was OK. When I got there they said the reservation was for ****** ******. So they said they'll make a reservation for a different location. I asked if there's free cancelation and they said yes? They made another one for $940.00 because the states are more expensive. I asked to get a better deal due to all the Uber fees I racked which were close to a $100. They say said all I can save is a 1.50 I thought he was joking. I found a cheaper rental so then I tried to cancel but I noticed my deposit was gone. I then said fine I'll follow through with the reservation. When I arrived at **** car rental in the airport the worker asked if I worked for the ***** company? I said no and he apologized and said he couldn't rent the vehicle to me because it would be triple the price. I tried to call the number back so I could get my money. Priceline said they had no record of a reservation at ****. So I think what happened was the guy who worked for Priceline took it upon himself to make a reservation without my permission and told them I work for ***** company. I have not gotten a call back or any response to my emails

  

  Business response

  09/04/2024

  Dear ******* ******,
  
  Thank you for contacting us regarding your rental car reservation with ******* Car Rental for Trip Number 60348874517.
  
  We are writing in response to your Better Business complaint.
  
  We understand your issues regarding the booking confirmation for your rental car in *** *****, **. Our records confirm that your pick-up and drop-off location is at **** **** ******* *****, *** *****, **. We have not charged you for your ******* Car Rental booking since it is a Pay Later reservation, payable directly at the counter at drop-off.
  
  On the other hand, we do not book rental car bookings over the phone and have no records of your reservation with **** Rent a Car. You may contact your bank to collect more information on the biller for your **** Rent a Car transaction.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  08/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  During a state of emergency due to a Tropical storm (Debby, which then turned into a Hurricane) we had to cancel our one night hotel reservations at ******* ******** *******. Our child is autistic and is terrified of storms. I have called Priceline 3 times to get a refund after speaking with ****** numerous times, who stated it’s their policy they WILL refund during a state of emergency. Priceline continues to tell me ****** said no. They send an email saying it was “bad weather” (this wasn’t rain, this was a state of emergency with flood warnings and tropical storm conditions!) They also emailed saying “we just want to cancel” which is not true either. (These have been stated on my refund decline emails) ****** has told me this is what they do, they take your money saying the hotel you booked said they will not refund. I have tried to get the email they send ****** to see exactly what they are writing to them and they will not forward it to me. I have asked to do a 3 way call with ****** and Priceline, they refuse. It has been a nightmare, hours on the phone, and still no refund. We never even checked in! Terrible company, they should be out of business.

  

  Business response

  09/04/2024

  Dear ********* ******,
  
  Thank you for contacting us regarding your hotel reservation at ******** ******** ******* ****** for Request Number ********516.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that you requested to cancel the reservation due to the weather. Since you booked a restricted rate, we contacted the hotel to request an exception or a refund but did not obtain approval. Please note that our ability to refund depends on the hotel's willingness to refund us. Because we did not obtain approval, the reservation remains non-refundable.
  
  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. ↩