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.

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• 

  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:06/18/2025

  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.

  On June 8, I called Priceline to get them to make a reservation at a hotel for me for one night. When they gave me the of how to get there I ended up on a very dark secluded road by myself. 64 years old been driving since 10 o’clock that and this happened approximately 11 1130 that night When I arrived in this area I got very scared and I was very lost even though I had a GPS I was still lost I was scared. I can’t tell you how scared I was. I was so shaken I couldn’t hardly drive but all I want to do is get out of there so after making a calls to the local police dept they helped guide me out of where I was located and got me back on interstate 77 at this point I decided to just drive onto my nieces cause I just wanted to get somehere safe So on the ninth, I called the ***** talk to the manager. She said that nobody contacted her last night to cancel my reservation so that they would not give me back my $96. She said that I would have to go through Priceline to try to get my money. Priceline says I have to go to management of ***** ***** neither onewanted to help me so I decided to reach out to you so I’m hoping and praying that you can help me $96.00 dollarss a lot of money me for me not to use their room. They told me in a letter Priceline that I should’ve done my research on the refund before I booked a room, I’m sorry, but was driving. I could not be looking at my phone. I thought that they would do that for me, but apparently not. Oh, Price line did say they would try to get my money back , but when I called the **********, they told me that no one had called to even cancel my reservation, which they told me that they would do that.and when asked the manager of ********** if I could speak to the owner, she hung up on me. She was very accommodating prior to my question but after that, like I said she hung up on me. feel like they all know that they’re in the wrong. They endangered my life last night. when all I wanted was a place to lay my head down

  

  Business Response

  Date: 07/01/2025

  Dear ***** ****,
  
  Thank you for contacting us regarding your reservation at the ***** ***** **** ********* ******* for Trip Number ********517.
  
  We are writing in response to your Better Business complaint.
  
  We understand you requested a refund for your reservation after you lost your way going to the hotel. Upon review, our records show that *********** is the provider for your room accommodation. 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:06/18/2025

  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.

  Date of transaction: December 23, 2024
  Priceline trip number: **********5-16
  The amount of money I paid to the business: $1,310.27
  Business committed to provide travel credits for full amount with no penalty.
  The nature of the dispute is violations of customer rights.
  I have spent 8 hours of my day on calls/online with Priceline. They have not even tried to resolve the issue.

  Customer Answer

  Date: 06/23/2025

  Regarding with my Complaint ID: ********

  After 48 hours of struggle on call/on line Priceline tried anything and everything not to let me use my travel credits.

  Gave all kinds of unreasonable excuses. I still did not give up and then requested them to connect me with their supervisor.

  Representative was not willing to do that but I still insisted and finally I was connected with the supervisor.

  I was able to resolve it finally. You can close the case, thanks.

  I highly recommend anyone not to interact with Priceline for future reference.

• Initial Complaint

  Date:06/18/2025

  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.

  Truly unbelievable omission, Priceline does not include time zones in any confirmation or cancelation emails. We did a booking for 4 rooms on Priceline and the email clearly states "Booking is Non-refundable after MM/DD/YY at HH:MM."
  
  We canceled our booking 2 hours before the deadline in local time as there are NO time zones stated anywhere on the email, booking confirmation screen, etc. We were then told that no refund would be provided and that the "terms were clear." Omitting information does fall under deceptive or misleading practices and the nasty support agent I spoke to did not understand that at all. Thankfully the hotel was much nicer to deal with and we will not work with Priceline again.

  

  Business Response

  Date: 06/30/2025

  Dear ***** *********,
  
  Thank you for contacting us regarding your hotel reservation at the ***** ** ******* **** ** *** ** ***** for Request Number ********518.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand you concern regarding the cancellation fees on your reservation. Please note that while you booked through Priceline.com, your reservation is serviced by one of our partners, ***********. We escalated your issue to our partner, and someone will get back to you with the resolution within 14 days.
  
  We apologize for the inconvenience, and we appreciate your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:06/18/2025

  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.

  On 2/12/2025, I booked two rooms via Priceline.com for 5/10/2025 to 5/12/205. I paid for the rooms on my American Express credit card. I received Priceline Trip Number **********5-16 and confirmation numbers ********* and *********. When I arrived at the ****** ***** in ********, I was told that the rooms were not paid for; that I needed to pay for them in cash as credit cards weren't accepted. My travel partner and I went to the ATM next door to get enough cash to pay for the rooms. When I got home, I realized that I had actually paid for the rooms already and contacted ***** Customer Support (per the instructions from Priceline website). After speaking with ***** Customer Support, I sent ***** a statement regarding the situation. I did not hear back from them. I then contacted American Express Customer Support and filed a dispute. I was just told that I would not be receiving a refund. I tried to obtain a copy of the receipt where it showed I paid in cash (********** *****) but since the ***** webiste does not recognize the Priceline Trip Number or the confirmation numbers, I have been unable to obtain a copy of my receipt showing that I paid in cash at the hotel. The total I paid was on my credit card $218.72 (2 rooms @ $106.36 + $6 travel insurance).

  

  Business Response

  Date: 06/30/2025

  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 your concerns regarding the payment you made for your reservation. Upon review, our records show that ********* is the provider for your Booking. We escalated your issue to our partner for their review. 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

• Initial Complaint

  Date:06/17/2025

  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.

  Complaint Type: Problem with a Product or Service
  Business Name: Priceline.com, LLC (******** **)
  Dates of Stay: May 29 – June 3, 2025
  Trip Number: **********5-17
  Amount Paid: $506.20
  Complaint:
  
  I booked a stay at ** *** ********* ******** ****** through Priceline for the dates May 29–June 3, 2025. The total I paid was $506.20. Priceline, as the booking intermediary, committed to providing safe and livable accommodations. What I received was the opposite:
  
  The room had severely uneven floors, which placed physical strain on my body and made it uncomfortable and unsafe to stand or walk.
  
  There was extremely loud and continuous construction in the building during the day.
  
  The elevator was out of order, making the building inaccessible.
  
  None of these issues were disclosed prior to booking, and had I known, I would have never stayed there.
  
  After my stay, I attempted to request a refund through Priceline’s system. In the past, the website provided a clear path to submit such a request. However, this functionality has recently been removed. I was redirected to a fully automated virtual assistant (Penny), which provided no way to speak to a human or submit a complaint. No refund path was available, even though the conditions rendered the accommodation uninhabitable.
  
  I am seeking a full refund of $506.20, based on the failure to deliver safe, accessible, and habitable accommodations — and on the failure to provide a channel for resolution.

  

  Business Response

  Date: 06/27/2025

  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 are sorry to hear that you were unhappy with your hotel accommodation. We address complaints directly with our hotel partners to ensure that future customers do not have the same issue. We contacted the property to request an exception or a refund, but we did not obtain approval. Therefore, the reservation remains non-refundable.
  
  As a gesture of goodwill, we sent a separate email with a coupon for a 20% discount for a future Express Deal booking. You must use the coupon by September 25, 2025, at 6:45 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:06/17/2025

  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.

  I booked a hotel stay through Priceline in April and had an alarming experience at the property. Upon arrival, the hotel was in unacceptable condition — there were bugs at the residence, extremely poor hygiene standards, and the sleeping arrangements were shocking and unsafe. The food at the hotel made my mother severely ill. She had to visit a gastroenterologist upon returning home and continues to experience medical issues related to the stay.
  
  Out of concern for our health and safety, we did not stay at the hotel and left the property immediately. I contacted Priceline multiple times to request assistance and a refund, providing details and evidence, but their response was unhelpful or nonexistent. Despite this clearly being a serious health and safety issue, they continue to deny any refund or meaningful resolution.
  
  It is deeply disappointing that Priceline would allow such properties to remain on their platform and show such disregard for customer well-being. The complete lack of customer service and accountability has left me with no choice but to file this formal complaint.

  

  Business Response

  Date: 06/27/2025

  Dear ******** *****,
  
  Thank you for contacting us regarding the hotel portion of your vacation package reservation for Request Number ********516.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We are sorry to hear that you were unhappy with your hotel accommodation. We address complaints directly with our hotel partners to ensure that future customers do not have the same issue. We contacted the property to request an exception or a refund, but we did not obtain approval. Therefore, the reservation remains non-refundable.
  
  As a gesture of goodwill, we sent a separate email with a coupon for a 20% discount for a future Express Deal booking. You must use the coupon by September 25, 2025, at 6:18 PM EDT. You can use the coupon code for a single transaction, and any remaining residual value can no longer be applied to another booking. The email will contain instructions on how to redeem this coupon.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 07/07/2025

  This has NOT been resolved and no one has been in communication with me. They keep ignoring me and saying that they put in a request but it has been over 2 months.

  

  Business Response

  Date: 07/17/2025

  Dear ******** *****,
  
  We received your rejection.
  
  We have previously responded to your complaint. Since you booked a restricted rate, we have reached out to the hotel to request an exception or a refund but we did not obtain approval. Therefore, the reservation remains non-refundable.
  
  Additionally, we sent a separate email for a 20% Express Deal coupon on June 27, 2025 as compensation. Kindly check your email for the coupon details.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:06/17/2025

  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 a trip with *********** for April 18 to the 25th but I had to change my flight to a new date which was the 25th to the 30th so the Airlines accommodated me and changed my dates my flight but then when I went to *********** what I got was international charges and a lot of hangups, but no help. When I found the ****** ****** number and did some research I found that it was given to Priceline to find the hotel, but I was unaware of that. They change dates that I need it was around the time of Easter holiday. When I spoke to a representative at Priceline, I kept on getting the hotel is not picking up or they couldn’t speak to anybody then I would hang up with Priceline call the hotel somebody would pick up and I would explain the situation and they would tell me that Priceline has to an email the hotel so that I can get the date change. Priceline refused to change the dates for the hotel stay even though the hotel itself was gonna accommodate so I was left with calling the bank,retracting my money and rebooking for the hotel. The price was for two people for one person was only going and it was charged 2013.00 for the Hotel stay. I was willing to let them keep the portion of the second person that no longer was going just to get the date changed, but still they refused to accommodate me. At disputed the charges, it was given the money back so that I can rebook my Hotel stay with my new dates the 25th to 30 April 2025 . At this present moment, Priceline disputed the claim with the bank and took the 2013 for a stay that was never taken because the dates were from the 18th to the 25th and my change flights and dates was from the 25th to the 30th.

  

  Business Response

  Date: 06/27/2025

  Dear ******* ******,
  
  Thank you for contacting us regarding the hotel portion of your vacation package reservation for Request Number ********518.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that the hotel agreed to change your reservation dates. 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

• Initial Complaint

  Date:06/17/2025

  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 was out and was trying to get some sleep and my phone was some how got the date messed up and it didn't we even tell me it was confirmed until later.So I got another room some where else and called Priceline that night to cancel both reservations because it was double booked and a digital glitch.i even called the hotel and they said they would refund.i called and was told by Priceline that they escalated and they never even called me back.once hung up on me.ive called several times now and got nothing but a runaround.im a gold member and get treated like this.

  

  Business Response

  Date: 06/27/2025

  **** ***** *******
  
  Thank you for contacting us regarding your hotel reservations for Request Numbers ********517 and ********518.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that you booked the reservations in error. 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 Answer

  Date: 06/28/2025

  
  
  ********** ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Customer Answer

  Date: 06/30/2025

  I booked on accident and with 2 different hotels and I never even stayed at either one.i even called Priceline that night and tried to cancel but they had an hour wait.

  

  Business Response

  Date: 07/09/2025

  Dear ***** ******,
  
  We received your rejection.
  
  Upon reviewing your case, we noted that your reservations were booked with restricted cancellation policies. As a result, we contacted our travel partner to request an exception or a refund on your behalf; however, we did not receive approval. Therefore, the reservations remain non-refundable.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 07/10/2025

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

• Initial Complaint

  Date:06/17/2025

  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.

  I purchased 8 ******* tickets through Priceline and added a “carry-on bag” for each passenger at $17 USD per person. My Priceline confirmation clearly showed that carry-on bags were included for all passengers.
  
  However, when I checked the ******* app, no carry-ons were added, only a personal item, which is always free with *******. I contacted both companies. ******* told me I would need to pay $60 USD per person to bring a carry-on. Priceline blamed ******* and refunded the $17, but that doesn’t fix the issue.
  
  Priceline sold me something they never delivered, and now I’m expected to pay over $480 total for bags I believed were already included. Worse, the Priceline app still shows that I paid for carry-ons and that they are included, which is false and misleading.
  
  I have always used Priceline for my reservations and trusted the platform, but after this experience, I seriously doubt I will use it again. I would like Priceline to take responsibility and cover the price difference for the bags due to their error.

  

  Business Response

  Date: 06/26/2025

  Dear ***** ***** ******,
  
  Thank you for reaching out to us regarding your ******* tickets associated with Trip Number ********518. We are responding to your recent complaint filed with the Better Business Bureau.
  
  We apologize for any inconvenience you experienced. Our records indicate that you paid $137.76 USD for baggage on March 10, 2025, when you booked your tickets. This charge was subsequently rejected, and a full refund was processed on March 11, 2025, in the amount of $17.22 USD per ticket, totaling $137.76 USD.
  
  We understand that you may have incurred additional charges directly with ******* for carry-on baggage. However, as we successfully refunded the baggage fees paid through our platform the day after your purchase, we are unable to issue any further refunds.
  
  We appreciate your time and understanding. Wishing you continued safety and good health.
  
  
  Sincerely,
  Executive Offices

• Initial Complaint

  Date:06/17/2025

  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 attempted to cancel a reservation I made on June 12 2025 for a stay on June 20-22nd 2025. Upon this attempt I was unable to receive a full refund because the cancellation policy states I would need to cancel on or before June 6 2025 for a full refund and for a partial refund after June 7 2025. Mind you I made my reservation on June 12th 2025 at 4:00 pm. I made multiple attempts to call Priceline and was told I would need to cancel before June 6 for a full refund, in which I told them that would not be possible nor could it ever be possible because I did not have reservations until the 12th of June! I tried calling the hotel and they encouraged me to call Priceline and speak with a manager. I called twice and was told I would be transferred to a manager in which the phone had an automated response after being transferred saying I would receive a callback in 33 minutes, that did not happen. I called once more and again was put through the automated response to receive a callback from a manager, this time in 15 minutes, that never occurred.

  

  Business Response

  Date: 06/26/2025

  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 you requested to cancel your reservation. During the booking process, we stipulated the following cancellation policy in the Booking Conditions.
  
   - This booking is fully refundable if you cancel before Jun 6, 2025 at 11:59 PM.
   - If cancelled after Jun 7, 2025, at 12:00 AM, a penalty of 1 night(s) will be charged.
   - This booking is Non-refundable after Jun 20, 2025, at 12:00 AM.
  
  Our records confirm that you booked your reservation on June 12, 2025, outside the cancellation window for the full refund. From June 12, 2025, to June 19, 2025, at 11:59 PM local hotel time, the cancellation policy only allows a refund minus a one-night penalty fee.
  
  Nevertheless, we called the hotel on June 16, 2025, and obtained approval to cancel your reservation without a penalty. Therefore, we canceled your reservation and refunded $358.98 on June 16, 2025, to the original form of payment used to make the purchase. Our system processed 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