ComplaintsforPriceline.com LLC

• Initial Complaint

  04/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hi, I accidentally put the wrong reservation dates and they're saying they cannot change it or refund me or cancel the reservations and remake them or anything I've even spoke to the supervisor and they won't help me with anything. I thought this was an accredited business and I'm not sure it just seems like someone could've given me help especially with The hotel being you know witness to me not doing anything trying to get over on the company but the hotel themselves cannot help me because they didn't take the payment which is understandable but I'm not understanding why Priceline will take my money and then know that I have a mistake for one day and just allow me to miss the one day not offer me any Anything and just leave me with the state and I've been an ongoing customer when they see in the system as well that I've already was booked for one of the days that I rebooked so you can already see on the system on my account under my name that is the mistake And they still will not change it

  Customer response

  04/19/2024

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

   

  Problem resolved on the hotels in thank you guys so much 

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

• Initial Complaint

  04/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked a room with priceline (**** *** - ********** **) and paid $60.81 in advance. The room I booked was supposed to be *** accessible, as my fiance is a full-time wheelchair user. When we arrived at the hotel, the only "accessible" room they had available was down a flight of stairs, making it entirely inaccessible. The hotel agreed to refund my money in full. I contacted Priceline to let them know, and, over email, they stated that I did not qualify for a refund simply because I was dissatisfied with the room. I explained the situation, and they claimed to have called the hotel and spoke with the manager, but when I called the manager, she said she had not spoken to anyone from Priceline. Priceline agreed to refund 20% of the price of the hotel, but l believe I am due a full refund, because the room was advertised as *** accessible and was not. I paid for a wheelchair accessible room and that is not what I received. It's not a matter of being unhappy with the quality of the room, my fiance was physically unable to even enter the room. That is false advertising at best. The manager of the hotel said that on her end, my money had been fully refunded, which means Priceline is trying to keep that money for themselves, and lying to me about speaking to the manager.

  Customer response

  04/15/2024

  After I informed them that I had reported them to the BBB, Priceline refunded my money. If you'd like copies of the rest of the emails for your records, let me know. I still believe they did a very wrong, fraudulent and discriminatory thing, but I am content with my refund. Let me know if you'd like any other information, though.

  Customer response

  04/15/2024

  After I informed them that I had reported them to the BBB, Priceline refunded my money. If you'd like copies of the rest of the emails for your records, let me know. I still believe they did a very wrong, fraudulent and discriminatory thing, but I am content with my refund. Let me know if you'd like any other information, though.

• Initial Complaint

  04/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked a hotel through Priceline.com. When I arrived at the hotel, they told me that I needed to rebook my reservation because the room that was booked online was a “glitch.”. I called and spoke with priceline twice, have an email confirmation stating that I was going to get a full refund and the issue were to be resolved in 3-5 business days. However, it has been 10 business days and I have yet to hear a response. I have contacted my bank to file a dispute as well since no one is providing a refund.

  Customer response

  04/15/2024

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

   

  I filed a compliant with the BBB a few days ago, as well as I filed a dispute with my bank. My bank was able to resolve the issue and provide me a refund or a credit for the refund from the company listed on the complaint. Therefore, I would like to cancel or withdraw from my complaint with the BBB.

   

  The complaint number is: ********

   

  Thanks,

  ******* **** 

  Customer response

  04/15/2024

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

   

  I filed a compliant with the BBB a few days ago, as well as I filed a dispute with my bank. My bank was able to resolve the issue and provide me a refund or a credit for the refund from the company listed on the complaint. Therefore, I would like to cancel or withdraw from my complaint with the BBB.

   

  The complaint number is: ********

   

  Thanks,

  ******* **** 

• Initial Complaint

  04/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Booked a flight and car w Priceline, Trip Number: ************16. My flight was pushed back three times where it became impossible for us to make a 9 AM FUNERAL the next day. The flight would not have arrived until 1:35 the next morning, and then an hour and half until we reached where we were staying. I noticed Priceline about a refund, and they said it was up to *****. I literally walked to the ***** counter, who said sure, BUT it was Priceline who had to give refund. She called them while I was there! I then called Priceline again, and told it was up to ***** to give a refund! All they could do was give me a credit. So , backhand forth, with not the resolution I wanted. I want a refund, not a credit, for the flights, $638.08

  

  Business response

  04/23/2024

  Dear ***** *****,
  
  Thank you for reaching out regarding your ***** Air Lines tickets, Trip Number *********16. Your message has been received, and we are actively addressing your concerns following your Better Business Bureau complaint.
  
  We are pleased to inform you that a refund of 638.08 USD for your ***** Air Lines tickets has been processed. Refunds typically take one business day to process, with posting timing contingent upon your bank's procedures.
  
  We appreciate your patience during this process. Wishing you safety and good health.
  
  
  Sincerely,
  Executive Offices

  Customer response

  04/23/2024

  
  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

  04/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Reservation made with Priceline.com for stay at ***** ******** for Apr 13 - Apr 17 under confirmation no *********68. Total amount paid $990.28. Reservation was booked as Fully Refundable - normal policy is 48 hours prior (in this case would be Apr 10th at 11:59pm) - I submitted screenshot what Priceline.com website is showing as example which the fully refundable policy is to cancel 48 hours prior. This booking was cancelled morning of Apr 10 at 10:00am but charged with penalty of 1 night stay. This is when I realized the fine print on bottom of email confirmation that *****ed cancel date to Apr 9th (72 hours prior) - I contacted Priceline immediate to see if they can revert it back if I keep the booking, in addition, I also mentioned I remember that it was 48 hours prior when I made the reservation on line so didn't even notice the fine print on the confirmation. Priceline at first insist it was Hotel policy but when I contacted Hotel, they said it should be fully refunded since their policy is also only 48 hour prior. I then contacted Priceline again and they still insist only refund me $747.27. (Difference of $243.01) I am seeing Better Business Bureau's help to get my full refund back. Thank you.

  

  Business response

  04/15/2024

  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 have concerns regarding the cancellation fee. We reviewed the information in our system and verified that you canceled the reservation online on April 10, 2024, at 10:34:45 AM. You were informed that a cancellation fee would be applied when you canceled your reservation. Below is the cancellation policy stated during and after the booking process.
  
  This booking is fully refundable if you cancel before 2024-04-09 11:59 PM. If canceled after 2024-04-09 11:59 PM, a penalty of 1 night(s) will be charged. This booking is Non-refundable after 2024-04-13 11:59 PM.
  
  Regrettably, we cannot refund the cancellation fee.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  04/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Priceline falsely advertised and sold me a room. Upon arrival, 13 hours and 12 minutes away from home, i filed a complaint and was not given the option to be put in another room.

  

  Business response

  04/15/2024

  Dear ****** ****,
  
  Thank you for contacting us regarding your reservation at the ***** ***** ********** ****** * ** *** *** ******, for Request Number *********16.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand your concern regarding the room type booked for your reservation. Our records indicate that the hotel confirmed that they accommodated you in the correct room type (Ocean/Gulf View Deluxe Suite with 2 Queens). Since you used the reservation, this remains non-refundable.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  04/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I pre booked a room through Priceline when I checked into the hotel I put a CC down for a deposit. Unbeknownst to me Priceline did pay the hotel, the hotel ended up charging my CC for the whole stay. I have tried for a month to get a refund or resolution on the matter. Priceline’s attitude has been that even though I can show and submit required documents that I was double charged that they are entitled to keep the money paid to book it through them and my issue is with the hotel. Every time I contact Priceline I am always told that no one is available for them to speak to at the hotel and they will let me know as soon as they make contact with the hotel for a resolution. My initial contact with Priceline over the issue was the week of March 5,2024 Today is April 9, 2024.

  

  Business response

  04/23/2024

  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 apologize for the inconvenience caused by the duplicate charges you incurred from the property for your prepaid reservation and the delay in resolving your issue. Upon review, our records show that the hotel has billed you in error for this transaction. Therefore, we refunded $122.42 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

  04/23/2024

  
  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

  04/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Name: ******* **** Trip #: ************17 Confirmation #: 9933706959 Date booked Jan 16, 2024 Payment method: ****** **** (****) On April 2 The **** team had to cancel my reservation and redo another because I did not have the card that is on file with the Priceline reservation (*** * charged the equivalent value of the rental due to the issue). **** informed me I’d receive a refund for the cancelled reservation, but I have not gotten it yet. I reached out to both companies, **** is offering a refund with a fee of $140 unless Priceline reaches out directly and asks to cancel the reservation, I do not believe a fee to be fair as we re-did the reservation and entrusted that **** would have canceled the reservation correctly. The person who helped me in the *** **** location is named Wilfredo. I’ve also reached out to Priceline regarding the **** request for them to reach out to **** directly to initiate a cancelation for a fee free refund, and they informed me they cannot reach out directly to the company. I’ve also spoken to Priceline regarding the $91 collision damage coverage which was not used since we never used the reservation booked through them, but the customer service rep informed me that it is non refundable due to me having to have canceled the collision coverage prior to the reservation, if I’d known this was going to happen I would have canceled the collision coverage days prior. I am seeking a full refund for the reservation+collision coverage as neither were used and due to negligence on behalf of the **** team I am being charged for.

  

  Business response

  04/18/2024

  Dear ******* ****,
  
  Thank you for contacting us regarding your rental car reservation with **** Rent a Car for Request Number *********17.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that you canceled your reservation with **** Rent a Car. We reviewed the information in our system and verified that the reservation is serviced and payable to **** Rent a Car. We cannot modify or request a cancellation or change to this booking. Kindly contact **** Rent a Car at ###-###-#### regarding your concern. Also, we regret to inform you that the Collision Damage Protection purchased along with the reservation is no longer refundable.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  04/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am trying to gain resolution regarding a vehicle rental through PriceLine on November 26, 2023. The vehicle was rented through ******** with pickup from ****** **** ****** NOWHERE on the website did it mention LOCAL RENTAL ONLY.. There is even language on the site regarding unlimited mileage being an option. I arrived at the pick up location, proceeded to secure the reservation and was asked where I was going. When I told the representative I was traveling to ******** she informed me then there vehicles cannot cross state lines. I told her there was no mention of that in their website and I was assured all i had to to was contact Priceline and inform them I was not picking up the vehicle and the fee would be refunded. I NEVER PICKED UP THE VEHICLE...A VEHICLE WAS NEVER PULLED AROUND FOR ME TO TAKE. I called Priceline that same day while waiting on the shuttle to come back to take me to Budget where I was able to secure another vehicle and leave as planned. I have been fighting with Priceline for 5 months.

  

  Business response

  04/17/2024

  Dear ***** ********,
  
  Thank you for contacting us regarding your rental car reservation with ******** for Trip Number *********16.
  
  We are writing in response to your Better Business complaint.
  
  We understand you had not utilized this reservation due to the mileage restrictions of the rental car company. During the booking process, we advised that certain restrictions may apply for local renters and to review the rental company's policy and rules for more detail. We stipulated in the ******** Rental Policy and Rules the following information.
  
  - All cars are restricted to the state of origin of pick-up.
  - Arrangements can be made at the branch for exceptions for an added fee.
  - Vehicles that leave the state may be charged a fee up to $1000 or the overage mileage charge, whichever is greater.
  - Local renters are subject to a mileage cap of 150 miles per day for all locations.
  
  We also indicated the following cancellation policy.
  
  - Cancel more than 2 hours before the scheduled pick-up, you will be refunded in full.
  - Reservation cannot be canceled within 2 hours of scheduled pick-up or after the pick-up time.
  
  Our records show that you contacted us about this issue on November 26, 2023, at 2:54 PM EST (12:54 PM Local Time), within 2 hours of pick-up. Furthermore, on December 15, 2023, 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, kindly attach the dispute to your BBB complaint so we can further review your case.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

  Customer response

  04/17/2024

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

  I have attached a copy of ******* denial.
  
  Sincerely,
  
  ***** ********

  

  Business response

  04/25/2024

  Dear ***** ********,
  
  Thank you for your response.
  
  We received the dispute result showing that the bank has ruled in Priceline's favor. Therefore, we made a one-time exception and refunded $183.66 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

  04/25/2024

  
  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

  04/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 4/52024, I was trying to make a reservation for the 5-10. I couldn't make the reservation because it kept declining my card, so I cancelled the reservation because it wouldn't take my payments off my card, but on the 4/6/2024 at 2:00a.m. they charged my card $868.92, but they keep saying they didn't take money off but they did. Priceline supervisor talk to my bank and the bank told them they took the money off. These are the transaction numbers the bank gave for when the money was taken out. *********67 and *********60. Please help me I need my money back. They have thousands of complaints against them where they are taking people money and not refunding even after they make the mistake.

  

  Business response

  04/15/2024

  Dear **** *****,
  
  Thank you for contacting us regarding your unconfirmed hotel reservation for Request Number *********17.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that you have concerns regarding the charge on your account. To process your request, we authorize your card to determine if your bank will accept the charge; however, because your request was not accepted, you were not charged. We escalated your case to our management team and confirmed that we did not post any charge to your account.
  
  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. ↩