Complaints

This profile includes complaints for Priceline.com LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Priceline.com LLC has 10 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Priceline.com LLC

  800 Connecticut Ave Norwalk, CT 06854-1631

  
• 

  Priceline.com LLC

  800 Connecticut Avenue Extended Norwalk, CT 06854

  
• 

  Priceline.com LLC

  800 Connecticut Ave. Norwalk, CT 06854

  
• 

  Priceline.com LLC

  Norwalk, CT 06854

  
• 

  Priceline.com LLC

  800 Connnecticut Avenue Norwalk, CT 06854

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a hotel booking on July 17,2025 and check out July 24,2025 for total 7 nights so during July 21 the hotel told me to checkout for no reason and told me there was a lady that complained that I did something when I asked the front desk what happened or what did I do they told me I have 2 hours to checkout and staff is laughing about my issue and making fun of me I had so much items in my room I myself had to pack everything during night 10 PM all in car heavy items and the lady who falsely accused me was watching me with her boyfriend or husband and laughing and they checked me out of the hotel and they owe me 4 nights of refund and they charged me $350 deposit which they didn’t refund me the hotel front desk is denying and refusing a refund and not assisting me about this issue and stole my money with roaches molds plumbing issues and lots of maintenance issues during the other nights I didn’t cancel the room they forced me to leave the room and falsely accusing customers of doing something which is false my money is wasted and didn’t get the room for the remaining I returned the key to the hotel and I did not receive my remaining refund nor my $350 deposit I’m very mad and frustrated about this issue please fix it it’s very very urgent !!!!

  

  Business Response

  Date: 08/04/2025

  Dear ***** ******,
  
  Thank you for contacting us regarding your hotel reservation at the ***** ****** ** ****** **** ********** for Request Number ********517.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that you were unable to utilize the entire booking at the hotel. Our records indicate that the reservation was canceled and fully refunded on July 24, 2025. Our system processes refunds within one business day. You may contact your bank directly to inquire about their posting time. For any further inquiries regarding the security deposit, please reach out to the hotel directly.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 08/04/2025

  
  I’m rejecting business response I don’t agree with the decision. 

• Initial Complaint

  Date:07/18/2025

  Type:Facilities Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/3/25, I reserved a room at the ******* *** *** ******* ******* ********, arriving 6/14/25 and departing 6/15. The reservation was made on the *** website and the total cost was $156.71. The confirmation # was ******226 and the Reference # was ********396. At that time, I was unaware that *** used Priceline. Since that was the weekend of civil unrest in *** ******* ******, the room next to ours was occupied by noisy protesters who played loud music and practiced chanting loud slogans throughout the night. Many people were going in and out of that room, slamming the door throughout the night. These occupants were totally oblivious to the other guests’ right to enjoy peace and quiet. Security were called 3 times but were unable to stop the noise. The noisy occupants finally stopped making noise at 4:00 am. In the morning, when I brought this to the attention of the manager on duty, he mentioned that the incident was filed with the hotel's security report and we would receive a full refund for the amount of our stay. Subsequently, I spoke with the General Manager of the hotel, Julio M**, who spoke with Priceline and stated that Priceline assured him that they would contact me “within 24 hours” to issue a refund. That was on 7/8/25 and Priceline never contacted me, so that is why I am filing this complaint.

  

  Business Response

  Date: 07/20/2025

  Dear ********** *******,
  
  Thank you for contacting us regarding your reservation at the ******* *** ******** ** *** for Trip Number ********396.
  
  We are writing in response to your Better Business complaint.
  
  We understand that the hotel offered a refund for your reservation due to the inconvenience you experienced during your recent stay. Upon review, our data show that you booked your accommodation through one of our affiliates, and we do not have records of you calling us regarding your concerns. Nevertheless, we reached out to our booking partner and confirmed that we received the refund from the property for your booking. Therefore, we refunded the full amount for this transaction. Kindly call your reservation provider at the number shown in your confirmation email for the status of your refund.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:07/17/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 11, 2025, I booked and paid for a room at *** ****** in *********** ** using Priceline.com. I checked in and things were great. On Monday, I found out that Priceline didn’t pay *** ****** and I also was charged for the room by *** ******. I have called Priceline customer service and ****** and all *** ****** needs is a call from Priceline regarding the charge to issue me a refund. I can’t get any response from Priceline.

  

  Business Response

  Date: 07/28/2025

  Dear ***** *****,
  
  Thank you for contacting us regarding your reservation at *** ****** ********** for Trip Number ********516.
  
  We are writing in response to your Better Business complaint.
  
  We understand that you incurred a duplicate charge from the property for your prepaid reservation. Our records show that we called the property on July 16, 2025, and confirmed that they have charged you in error. Therefore, we refunded $183.26 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, and we apologize for the inconvenience caused.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:07/17/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel reservation through Priceline website. During the hotel stay we found the room had black mold present and had to leave the hotel. The hotel manager issued a full refund to the third party. After 10 months of constant requests to Priceline for the refund to be completed and given to me, I am reaching out to BBB to intervene. I spend hours on end on phone only to be told the hotel manager did not approve a refund. Totally untrue. Hotel manager provided me with his internal accounting showing date of refund and amount issued to Priceline’s partner. He also provided me with statement noting refund was approved by himself. All these supporting documents were requested by Priceline then emailed and received by Priceline.
  Priceline representatives and their supervisors continue to hide behind the excuse that their “partners” have not approved it yet. They never reveal who their “partners” are, but one rep did mention a company by name, ***.
  So today, I am told that that Priceline can’t forward the refund even though I provided date, amount, their partner’s account, and hotel manager’s authorization and accounting records. The reason why: now Priceline’s partner has a partner who hasn’t approved the refund yet. So Priceline is the third party, and I paid them. *** may be the fourth party. And now 4th party is waiting for mystery 5th partner to review submitted documents. All I want is the refund the hotel manager approved has given the money back to Priceline’s partner(s). I have spent more time and effort than one night at any hotel costs. Travelers need to be aware that when a hotel issues a refund to you, don’t expect Priceline to pass it on to your account without constant struggling and excuses laying blame on their “partners” all the while providing terrible customer service.

  Customer Answer

  Date: 07/18/2025

  Issue has been resolved with Priceline to my satisfaction. No need for BBB intervention.Thank you

• Initial Complaint

  Date:07/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked and prepaid for a car rental through Priceline. When I arrived at the rental counter to pick up the vehicle, I was informed that there were no cars available, despite my confirmed reservation.
  
  No replacement vehicle was offered, and no refund was issued automatically. I attempted to contact Priceline's customer service multiple times, but it was extremely difficult to reach anyone, and I did not receive any meaningful assistance.
  
  As a result, I was forced to make alternative arrangements and pay again out of pocket for a different rental. Priceline failed to deliver the service I paid for and has not refunded my money.
  
  
  ---
  
  Resolution Sought:
  
  I am requesting a full refund for the prepaid rental that was not honored. I also ask that Priceline improve its customer support and ensure that customers are refunded promptly when services are not provided.
  
  Priceline trip #:
  **********5-16
  
  ****** **** * ***
  Jul 8 – Jul 11
  Pick-up: 04:00 PM
  Confirmation #:
  *********S3

  

  Business Response

  Date: 07/28/2025

  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 apologize for the inconvenience caused by an issue with vehicle availability at the rental counter and the delay in resolving your issue. Upon review, our records show we canceled your reservation and refunded $349.68 on July 23, 2025, 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

• Initial Complaint

  Date:07/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date - 16 June 2025
  Amount -$347.56
  
  I booked a hotel through Priceline, but accidentally selected the wrong date. I realized the mistake immediately and contacted the hotel, who informed me that Priceline could assist with changes or a refund. When I reached out to Priceline, they claimed they couldn’t get a response from their partner, ***********. At one point, I was even told to call *********** directly as if I had made the reservation there myself.
  
  For 20 days, I followed up with Priceline multiple times. Each time, I waited over 20 minutes just to speak to someone, only to receive vague responses and no updates. The only communication they ever initiated was an email sent at 4:25 AM on the check-in date, informing me that my refund had been denied and I would lose my money if I didn’t check in.
  
  As a student who saved up to visit New York City for a single night, this experience was deeply disheartening. Not only did I lose my money, but my summer plans were also ruined. Priceline’s customer service was unhelpful, dismissive, and at times outright rude. They never for a day sent me communication to indicate that they were working on my issue.
  
  I contacted they hotel and they assured that if Priceline sent them the information required to process the refund they would work on it. "they would change the date if only i had booked with them"
  
  My biggest question remains: how can a company like Priceline fail to communicate with its own partner, ***********? It became clear this delay was intentional to drag out the process until the booking was non-refundable.
  I am not even sure that the hotel did not approve the refund because why would the email only come at 4 am on the last day.

  

  Business Response

  Date: 07/28/2025

  Dear ***** *****,
  
  Thank you for contacting us regarding your hotel reservation at the * ****** *** **** ******** * ******** ********** ******** *** **** for Request Number ********517.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that you inadvertently booked the reservation for incorrect dates. Our records show that you requested to confirm this booking for a check-in on July 6, 2025, and a check-out on July 7, 2025. As this booking was made at a restricted rate, we contacted our travel partner to explore the possibility of an exception or a refund but we did not receive approval for either. Regrettably, the reservation remains non-refundable.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:07/16/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called with an issue in regards to my hotel room. The customer service rep was very disrespectful, kept yelling, and talking over me. I have to speak with a supervisor. The supervisor said he's not a real supervisor and there's nothing he can do. I spend enough money with you guys to pay one of their salaries. Why am I treating so disrespectfully and not getting the help that you should be giving me? Why have customer service supervisors if they're saying they can't do anything about my situation?

  

  Business Response

  Date: 07/28/2025

  Dear ***** *********,
  
  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 were unhappy with your hotel accommodation and the customer service you received. 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. Therefore, the reservation remains non-refundable. Additionally, we have reviewed your interaction with our agents and found no evidence of discourtesy.
  
  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 Oct 26, 2025 Oct 26, 2025 2:27 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

• Initial Complaint

  Date:07/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Reservation for 2 adults and 2 children booked it through Priceline. I had put it for 2 adults and 2 children the reservation #*******709. Priceline according to them the room was only good for 3 people. I had booked it for 4 people and had to pay $187.97 for my 9 year old child. They aren’t transparent with there prices and room guests. If it wasn’t for 4 people why allow me to book the room?

  

  Business Response

  Date: 07/28/2025

  Dear ****** ********,
  
  Thank you for contacting us regarding your reservation at the T**** *** ******* ****l for Trip Number ********517.
  
  We are writing in response to your Better Business complaint.
  
  We apologize for the confusion regarding the number of occupancies for your room accommodation. Upon review, our records show that *********** is the provider for your reservation. We escalated your issue to our partner, and someone will get back to you with the resolution within 3-5 business days.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:07/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am ******* ********* for ****** ********. I made a rental request through Priceline. I was to pick the car up at ****** ** airport. Flight was delayed and car place was going to be closed. The car was never picked up. I called Priceline to get a refund for $164. They said they would contact fox company the car was coming from and I would have refund with in 10 days. A month goes by and no update or refund so I made a claim on my credit card. Credits card company did investigation and concluded that it wasn’t fraud and the price adjustment of $164 was going back on card. I called Priceline again and they said their system wouldn’t allow a refund.
  
  This is so not the case. Any manager could override the system and give refund. They just want to take my money and I have no control over flights being delayed. I’m not paying for a car rental I never had.

  

  Business Response

  Date: 07/28/2025

  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 reservation due to a delayed flight. We received confirmation from *** **** * *** that your booking was unused. Therefore, we refunded $164.48 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, and we apologize for the delay in resolving your issue.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:07/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase a flight to ******* , ********** for the 3rd of July 2025 about 40 days prior to leaving and also purchased flight insurance. I woke up the morning of the flight with gout and was not able to walk for 4 days. I tried filing a claim for medical reasons but since I did not have a doctors note I was not able to file a claim, even though I have recurring gout and recovery is due to home care

  

  Business Response

  Date: 07/24/2025

  Dear ***** ***
  
  Thank you for reaching out to us through your Better Business Bureau complaint regarding your ****** ******** ticket under Trip Number ********517.
  
  First and foremost, we hope you are feeling better and wish you a full and speedy recovery.
  
  We understand your request for a refund and have carefully reviewed your booking details. As your ticket was purchased under a non-refundable fare, we are unable to issue a direct refund. However, since you included Trip Insurance with your purchase, we recommend filing a claim with ******, the insurance provider.
  
  You can initiate your claim easily online by visiting:
  Online Claim Initiation: ********************************** to get started
  For any other questions, visit Homepage - Description of coverage details
  
  Customer Account Page - ******************************
  Please ensure you have the necessary documentation ready, as it will be required to support your claim.
  
  As a courtesy, we also reached out to ****** ******** to request an exception to the refund policy. Unfortunately, the airline did not approve our request, and the reservation remains non-refundable.
  
  We appreciate your understanding and thank you for your time.
  
  Sincerely,
  Executive Offices