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 Ave Ste 3W01 Norwalk, CT 06854-1628

  
• 

  Priceline.com LLC

  5 High Ridge Park Stamford, CT 06905

  
• 

  Priceline.com LLC

  800 Connecticut Avenue Norwalk, CT 06854

  
• 

  Priceline.com LLC

  800 Connecticut Ave Ste 3W01 Norwalk, CT 06854-1628

  

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:06/13/2025

  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 2 room reservation on 1/25/25 through the Priceline app for ***** ****** in ***** for April 19, 1925-April 26, 2025. I checked the app in February and through April and the reservation was listed. On April 18th I called the hotel to confirm that double beds were available. To my surprise, there was no reservation. Called Priceline, they diverted my call to *****. Apparently Priceline had made the reservation via a third party without ever notifying me. ***** then affirmed they had sent me a cancellation email in 1/25 but I never saw it and frankly had no reason to open that email since it’s a company didn’t recognize. I had to scramble to get two rooms last minute, ***** confirmed the new reservation but they only gave suggestions, I had to do all the work myself. The two new rooms cost $400.00 more. I’m outraged. Priceline’s bait and switch, not informing me, and showing cancelled reservation on the app are bad practice.

  

  Business Response

  Date: 06/25/2025

  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 had to book a new accommodation after the hotel canceled your reservation. During the booking process, we indicated that some of our inventories are provided by our travel partners. We reached out to them to verify your claim, and as advised, the hotel canceled your reservation with no fees because they were unable to charge your card for the room and tax. This information was provided to you after the cancellation was processed. Regrettably, we are unable to issue a refund.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:06/13/2025

  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 submitting this formal complaint regarding a refund issue that Priceline failed to resolve for our stay at **** ***** ******* from April 4–7, 2025. I booked this reservation through Priceline, and although the refund involved just one night, the issue dragged on for over two months without resolution.
  
  Throughout this time, I contacted Priceline support multiple times and was told I would receive call-backs—but no one ever followed through. The team did not move with any urgency, nor did they take concrete steps to resolve the problem. Instead, they repeatedly blamed ***********, stating that it was the third-party provider responsible.
  
  This is completely unacceptable. I booked through Priceline, not ***********. It is Priceline’s responsibility to ensure that communication with third-party providers is effective and that customer issues are handled properly. I should not have been caught in the middle of poor coordination between companies I didn’t choose to work with directly. I also learned that *********** required written confirmation from the hotel, but Priceline failed to help facilitate that, and nothing progressed.
  
  To make matters worse, the hotel—**** ***** *******—is not even registered with the Better Business Bureau, raising serious questions about Priceline’s vetting process. I trusted Priceline to offer verified and reputable listings. Instead, I was left dealing with a property and a refund process that lacked transparency and accountability.
  
  In the end, no refund was issued, and I wasted two months trying to get support from a company that refused to take responsibility. This has been an extremely frustrating experience over a refund for just one night—something that could have been resolved easily if handled with care.
  
  I want a full refund for the one night approved for cancellation, along with a written explanation of why this issue was mishandled. I also expect an explanation of how Priceline will prevent similar issues in the future.

  

  Business Response

  Date: 06/25/2025

  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 the hotel offered a refund for your reservation. During the booking process, we indicated that some of our inventories are provided by our travel partners like ***********. Since your reservation was booked with a restricted policy, we contacted ***********, who reached out to the hotel regarding the cancellation offer, but they denied the claim. To obtain proof of the cancellation offer, we sent an email to the hotel, but they did not respond to our email. Due to this, we are unable to issue a refund.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:06/13/2025

  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 fully refundable multi-city ticket through priceline.com for my trip to ****** on May 18th. The ticket involved ****** ******** and ***** *******s. The cheapest option was around 1.6k USD, and I chose the $2,659.61 "flex" option since I'm unsure about my trip due to visa-related issues.
  On May 18th, I booked a fully refundable multi-city ticket through Priceline.com for my trip to ******. The itinerary included flights with ****** ******** and ***** *******s. While the lowest fare available was approximately $1,600, I specifically chose the more expensive “Flex” option for $2,659.61 due to uncertainty around my visa status. This option was advertised as fully refundable.
  
  On June 5th, I canceled the trip by phone with a Priceline agent due to unresolved visa issues. The agent confirmed that I would receive a full refund to my original payment method, and I was sent an email receipt stating the refund would be processed within one business day.
  
  However, I only received a partial refund of $317 from ****** ********. When I contacted ******, they confirmed that Priceline had only forwarded $317 to them from the beginning. A ****** agent then brought a Priceline agent onto the call to help resolve the issue.
  
  Unfortunately, the Priceline representative was uncooperative. First, they incorrectly claimed the ticket was non-refundable. When I pointed out that I had an email stating otherwise, they claimed their system had crashed and needed to reboot, and promised to follow up. I later received a call, but no one spoke on the line, and it was quickly disconnected. I have received no further communication from Priceline.
  
  It is clear that Priceline is not taking appropriate steps to resolve this issue. They appear to be deliberately stalling with long hold times and vague excuses. I am requesting BBB’s assistance in ensuring I receive the full refund of $2,659.61 as initially agreed upon and promised in writing.

  

  Business Response

  Date: 06/26/2025

  **** ****** ******
  
  Thank you for reaching out to us regarding your ****** ******** ticket with Trip Number ********517. We are responding to your Better Business Bureau complaint.
  
  We acknowledge that you purchased a fully refundable ticket and requested a refund. Our records confirm that a full refund of $2,659.61 USD was processed on June 5, 2025. Please note that while refunds are processed within one business day on our end, the time it takes for the funds to appear in your account depends on your bank’s processing timelines.
  
  We apologize for any inconvenience this may have caused and appreciate the opportunity to assist you. We look forward to serving your travel needs in the future.
  
  Sincerely,
  Executive Offices
  
  

  Customer Answer

  Date: 06/27/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The agent I talked to last time saying it takes 6 ~ 8 weeks to refund me. However, I did nothing faulty from my end and they should not keep my 2k fund for that long. I need a clear date on when they will refund me.
  
  
  
  Sincerely,
  
  
  
  ****** *****

  

  Business Response

  Date: 07/10/2025

  Dear ****** *****,
  
  Thank you for your understanding, and please accept our sincere apologies for the inconvenience.
  
  While we process refunds within one business day, the actual posting and crediting to your account may vary depending on the processing times of the airline and your financial institution. We regret any delay this may have caused and truly appreciate your continued patience.
  

  
  Sincerely,
  Executive Offices

• Initial Complaint

  Date:06/13/2025

  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.

  Booked a Lanai Suite at the ************ *** ***** on May 13, 2025.
  
  Received email on 5/22 that the room is now a double queen room, which is a downgrade from a suite.
  
  Looking for priceline to change my room back to Lanai Suite. Or find me a similar room.
  
  Priceline will not email me back. When I try to discuss with the company on the phone I get put on hold for over an hour. Their online chat also says they can not change the reservation back.

  Customer Answer

  Date: 06/21/2025

  Giving an update.  Due to Priceline's non responsiveness i requested a refund.  I will let you know if I have trouble receiving the refund.   I requested because it is getting too close to my vacation date and I had to book another room.  Their lack of response has been very disappointing.  I appreciate the BBB looking into this matter.  

  Customer Answer

  Date: 06/23/2025

  I received a refund of but it was not the full refund as promised per email correspondence.  I received $868.48.  Should have been $964.98.  Please help me receive the rest of the funds.    

  

  Business Response

  Date: 07/02/2025

  Dear **** *******,
  
  Thank you for contacting us regarding your hotel reservation at *** ************ ** *** ***** for Request Number ********518.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand your concern regarding the room type confirmed on your reservation. Our records indicate that this reservation was canceled and fully refunded on June 25, 2025. Our system processes refunds within one business day, so please contact your bank directly to inquire about their posting time.
  
  We hope you find this information helpful.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 07/03/2025

  
  
  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.  Although not the best result at least they did the minimum and sent my refunded my money.  
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:06/13/2025

  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 booked a hotel through Priceline at ******* *** * ****** ******** ***** (Trip #****419) for June 12, 2025. The room was prepaid and marked non-refundable.
  
  When I arrived, I was denied check-in because I could not pay an unexpected $150 deposit — which was not clearly disclosed during booking. The hotel refused to let me in, and I never used the room.
  
  I contacted Priceline and was treated poorly by a representative named Camilo. He raised his voice, refused to help, and told me the hotel wasn’t answering. Then, Priceline claimed they didn’t charge me at all.
  
  However, I have attached a screenshot showing a pending charge of $54.97 by “PRICELN******** ***” on June 12, 2025, at 1:58 PM.
  
  I’m asking for a refund or credit. I paid for a service I didn’t receive, and I was left without lodging, help, or accountability.

  

  Business Response

  Date: 06/25/2025

  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 the hotel did not accommodate you due to an issue with the security deposit. Upon review, we do not have records of you calling us regarding your concerns. Kindly call our Customer Service at ********** for assistance. Our representatives are available 24/7 to assist you.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 06/28/2025

  Thank you for providing the response from the business I would like to clarify that I made several attempts to contact  both choice hotels which their website was down and I encountered difficulties reaching their customer service line that showed in the attached screenshot additionally I did contact Priceline through text and there is some screenshots that you can read I did contact then I call to the number she gave me which I have the proof of it and I was treated rudely and unprofessionally by a representative named Camilo which only added more frustration to an already stressful situation the hotel refused to check me in due to a last-minute security deposit requirement even though I had already paid for the room in advance through Priceline I never use the room and received no service in return for this reason I am requesting a full refund I am happy to provide supporting documentation of my efforts including call logs and screenshots thank you for your time

  

  Business Response

  Date: 07/13/2025

  Dear ***** *********,
  
  We received your rejection.
  
  After reviewing our records, we want to clarify that we currently do not have any records of a phone call pertaining to the issues you have mentioned. In order to assist you in the Better Business Bureau (BBB) platform, it is important that we first have a record of your interaction with our Customer Service team regarding your concerns.
  
  We encourage you to contact our Customer Service directly at **********, and speak with one of our associates. Our representatives are available 24/7 to assist you. Once we have a record of your call, we'll be better equipped to help you on the BBB platform.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:06/12/2025

  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.

  Priceline asked me for a description of the issue. I provided the following via email:
  On May 8, 2025 I used your mobile app to locate hotels in ************ **. Screenshot (attach#1) clearly indicates search results for ************ ** as seen at the top. I selected the "******* *************** ********* ** ***", 6.8 mi from ************ ****** ******". Unfortunately, the hotels presented were actually in ************ **, but that was not evident in the search results. When I clicked on the hotel, the initial view showed only "***********". The screenshot with the reservation button is attach#2. After booking I got a receipt email, attach#3, with no reference to the state. THEN, I got a confirmation email stating, "Your itinerary for ************ **". I tried to reach you via phone but was put in a callback queue for 41 mins. after which I was told the hotel had the money therefore there was nothing Priceline could do other than request an exception from the hotel and let me know the next day. I did not receive a call. I called back on 5/10 and was asked to send screenshots, hence this email. The search engine should not have returned results in TN, 226 miles away. Beyond that there were opportunities to label the hotel location better to allow me to identify your search engine error. It would have been advisable for Priceline to use the state in the search results as opposed to "************ ****** ******". I am requesting a full refund of $285.42 as this was a technology issue with the search engine.
  
  After I did not receive a response, I called again on 6/7. Each time I called they called the hotel for a refund. I expressed they, not the hotel, were responsible. I told them I would file a complaint, and they said they would respond to you. They consider the BBB to be part of their escalation process. They have since corrected their search results, so it no longer returns results for *********** IL. By fixing it, I feel they acknowledged the problem internally.

  

  Business Response

  Date: 06/25/2025

  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 intended to book a reservation for a different location. However, our records indicate that the specific hotel and its address details were displayed and selected by you during the booking process. By clicking "book my hotel now" signifies agreement to a reservation at this hotel. As this was a restricted rate, we contacted the hotel to request an exception or a refund on your behalf, but unfortunately, we were unable to obtain approval. Therefore, the charge for this reservation remains non-refundable.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

  

  Business Response

  Date: 06/25/2025

  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 intended to book a reservation for a different location. However, our records indicate that the specific hotel and its address details were displayed and selected by you during the booking process. By clicking "book my hotel now" signifies agreement to a reservation at this hotel. As this was a restricted rate, we contacted the hotel to request an exception or a refund on your behalf, but unfortunately, we were unable to obtain approval. Therefore, the charge for this reservation remains non-refundable.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 06/25/2025

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

  You clearly did NOT read my complaint.

  1) I provided screen shots showing that your search engine returned results for *********, but clearly titled the search as Illinois per my request.

  2) Following screens were also not clearly marked and those screens were also attached.

  3) This was your technology issue and NOT the hotel's fault as I stated many times.  I expect PRICELINE to remediate.  To continue to call the hotel and ask them to provide remediation for your technology issue is at best, deflection and at worst, a scurrilous attempt to damage the reputation of your business partners.  

  4) You have since fixed the technology so if someone searches on ************ **linois as I did, it no longer returns results in ********* as it did for my search (again, screen shots included).  I can only assume you used my complaint to take action to correct the mobile interface, yet do not see fit to reimburse.

  If you do not reimburse me, I can only assume you do NOT ever reimburse for erroneous results on your website.  I will send a letter to each of the major hotel chains letting them know that your business practice is to call hotels to reimburse even in cases where your technology is to blame and that you make it a point to give the names of employees you spoke with at the front desk in an attempt to shift the blame to their businesses.  

  
  
  
  Sincerely,
  
  
  
  ******** ********

  Customer Answer

  Date: 06/25/2025

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

  You clearly did NOT read my complaint.

  1) I provided screen shots showing that your search engine returned results for *********, but clearly titled the search as Illinois per my request.

  2) Following screens were also not clearly marked and those screens were also attached.

  3) This was your technology issue and NOT the hotel's fault as I stated many times.  I expect PRICELINE to remediate.  To continue to call the hotel and ask them to provide remediation for your technology issue is at best, deflection and at worst, a scurrilous attempt to damage the reputation of your business partners.  

  4) You have since fixed the technology so if someone searches on ************ **linois as I did, it no longer returns results in ********* as it did for my search (again, screen shots included).  I can only assume you used my complaint to take action to correct the mobile interface, yet do not see fit to reimburse.

  If you do not reimburse me, I can only assume you do NOT ever reimburse for erroneous results on your website.  I will send a letter to each of the major hotel chains letting them know that your business practice is to call hotels to reimburse even in cases where your technology is to blame and that you make it a point to give the names of employees you spoke with at the front desk in an attempt to shift the blame to their businesses.  

  
  
  
  Sincerely,
  
  
  
  ******** ********

  Customer Answer

  Date: 06/25/2025

  I have provided these screen shots to Priceline on 3 occasions.  There is simply no room for interpretation - this was their technology and labeling error.  I have now gone so far as to annotate the screenshots (attached) to make it crystal clear that the search was for ************ ** and their result implied the same.  However, their search engine actually returned results for ************ **, - hence the booking error.  At no time was it easily apparent to the user (me) that their search engine had returned results for a different state.  While the initial issue was a technology error on their part, their response, or lack thereof, is approaching fraud.  Please help.  You are welcome to share this annotated compilation to augment the original screenshots that I erroneously thought they could interpret.    

  Customer Answer

  Date: 06/25/2025

  I have provided these screen shots to Priceline on 3 occasions.  There is simply no room for interpretation - this was their technology and labeling error.  I have now gone so far as to annotate the screenshots (attached) to make it crystal clear that the search was for ************ ** and their result implied the same.  However, their search engine actually returned results for ************ **, - hence the booking error.  At no time was it easily apparent to the user (me) that their search engine had returned results for a different state.  While the initial issue was a technology error on their part, their response, or lack thereof, is approaching fraud.  Please help.  You are welcome to share this annotated compilation to augment the original screenshots that I erroneously thought they could interpret.    

  

  Business Response

  Date: 07/04/2025

  Dear ******** ********,
  
  We received your rejection.
  
  We have reviewed the information you provided; however, it appears there may be a discrepancy between the documents you sent and the details of your actual reservation. For your reference, a copy of the contract page from the booking process, which was previously sent to you, indicates the following details:
  
  Hotel Name: ******* *** * *********** ********* ** ***
  Address: 215 Cracker Barrel Drive - *********** - *********** - TN
  
  Please be advised that your reservation has been fully prepaid to the hotel. Our ability to issue a refund is contingent upon the hotel's refund policy and their approval of the cancellation. As we did not obtain their cancellation approval, the charge for this reservation remains non-refundable.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

  

  Business Response

  Date: 07/04/2025

  Dear ******** ********,
  
  We received your rejection.
  
  We have reviewed the information you provided; however, it appears there may be a discrepancy between the documents you sent and the details of your actual reservation. For your reference, a copy of the contract page from the booking process, which was previously sent to you, indicates the following details:
  
  Hotel Name: ******* *** * *********** ********* ** ***
  Address: 215 Cracker Barrel Drive - *********** - *********** - TN
  
  Please be advised that your reservation has been fully prepaid to the hotel. Our ability to issue a refund is contingent upon the hotel's refund policy and their approval of the cancellation. As we did not obtain their cancellation approval, the charge for this reservation remains non-refundable.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:06/12/2025

  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 purchased 2 plane tickets for August 28th from Priceline “trip number **********5-17“ on May 8th 2025 for 1,595$ about 1-2 weeks later I went to my Itinerary and noticed there was a flight cancellation, so I called Priceline to see how to proceed, they tried to reschedule the flight, but duration and times they offered didn’t work for me, so I asked for refund, the lady I was talking to said she contacted the airline and I should receive the refund in a few days, I waited for over a week, no refund. I contacted Priceline once again the person I got this time said that they never submitted any request for refund, said he’ll contact the the airline and call me back, I waited another couple days, received no call back. Third time I called the person I was talking to tried to do same thing, but I said I’ll hold while you talk to the airline representative, after 45 minute wait I got connected with representative of *** airline who said he can’t help me, because he needs to speak to Priceline representative, because purchase was made though them, next day I called once again this time I was put on over an hour hold after which I was told that they contacted airline and that they need 24-48 hours to confirm something, I was told I’ll receive an email and that I should contact them next day. Following day I called them once again was put on 30min hold, after which I was told that they don’t have an update and that I’ll receive and email, I waited another week. Which brings us to today, right now I’m 45 minutes into the hold and decided to contact you. One more thing my card was not charged for the trip until after I called about cancellation the first time.
  I see no reason to keep calling the Priceline customer service anymore. If that’s a common occurrence, I don’t understand how there have been no class action lawsuit agains the Priceline.

  

  Business Response

  Date: 06/24/2025

  Dear ***** ********,
  
  Thank you for contacting us regarding your ********* ***** Airlines tickets associated with Trip Number ********517. We are writing in response to your recent complaint filed with the Better Business Bureau.
  
  We understand your concern regarding the refund request. Please know that we are actively coordinating with our contacts at ********* ***** Airlines to address your case and work toward a resolution.
  
  Kindly allow up to 20 business days for us to receive a response. If you have not heard from us by then, you may follow up through the BBB by submitting a rejection, and we will provide you with an update as soon as possible.
  
  We appreciate your patience and understanding as we work through this matter.
  

  
  Sincerely,
  Executive Offices
  

  
  

• Initial Complaint

  Date:06/12/2025

  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 room on priceline Friday 6/8 as the day was changing into 6/9 on the clock. The website changed my selected dates to a new one as I guess the technology just does it on its own on the priceline site/app. I was given a room for the wrong dates, not the the day I selected. I then booked another room for the correct day and called priceline for help with the wrong date. Was told I would not be helped or refunded and that is unacceptable.

  

  Business Response

  Date: 06/25/2025

  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 due to the wrong dates. Upon review, we do not have records of you calling us regarding your concerns. Kindly call our Customer Service at ********** for assistance. Our representatives are available 24/7 to assist you.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 06/25/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I definitely called and spoke to an ****** or other ***** ***** customer service representative. There is no need for me to call and do so again. I have requested the desire outcome. All communication should be through this channel only. It’s fairly simple. 
  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 07/07/2025

  Dear ******* ******,
  
  We received your rejection.
  
  Upon review, we still do not have records of you calling us regarding your concerns. Your Contract indicates that you booked your reservation for check-in on June 15, 2025, and check-out on June 16, 2025. During the booking process, we stipulated in the Booking Conditions that this booking is Non-Refundable and cannot be amended or modified. Regrettably, your reservation remains non-refundable.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 07/07/2025

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

  i called and had the hardest time speaking with an ****** fellow who was telling me the same thing even though it had been mere moments. I will never utilize your business again. I hope it collapses like a shoddy house of cards. I hope you all starve. I hope you lead the most miserable existences for the remainder of your days. How would I even show you the phone call a month later it is not in my call logs. You all are the absolute worst and I hope all you love dies in a most horrid way and you have to witness it and suffer. Have the day you deserve. 

• Initial Complaint

  Date:06/12/2025

  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.

  Subject: Complaint Against Priceline Regarding Misleading Bundles
  
  I am writing to formally lodge a complaint against Priceline for misrepresentation regarding their travel bundles. I purchased a flight and car rental package for ****** Airlines and ***** Cars, which is exclusively provided by Priceline and not available for individual selection. According to the agreement, two checked bags were included—one for each ticket—as well as the car rental.
  
  However, upon arriving at the airport, I was unexpectedly required to pay for two checked bags, which should have been included with my purchase. I have attached my original receipt from Priceline along with the receipt provided by the ****** Airlines ticket agent, highlighting a discrepancy of $75.
  
  Furthermore, the Priceline receipt indicates a charge for a 3-day car rental included in the bundle. Unfortunately, this rental was never utilized because the rental agency was a scam, demanding a $1,000 deposit for adults aged 25 and older.
  
  I am seeking reimbursement from Priceline for the unused car rental, as well as $158 in checked bag fees that should have been covered under the agreement. When we reached the ticket gate, the airline official commented that this issue occurs frequently, indicating that Priceline often claims bags are included when they are not.

  

  Business Response

  Date: 06/19/2025

  Dear ******* *****,

  Thank you for contacting us regarding your Vacation Package associated with Trip Number ********518. We are in the process of reviewing the concerns you submitted through the Better Business Bureau and appreciate your continued patience as we work toward a resolution.
  

  We understand you are seeking a refund. Our records indicate that your reservation included a Basic Economy ticket, which is non-refundable, non-changeable, and does not include checked baggage. The airline’s baggage policy was provided in both your Checkout Page and Confirmation Email for your reference.

  The documentation you shared reflects that ****** Airlines (**) charged $499.96, which includes $415.96 for the flight fare and $84.00 in government taxes and fees. This amount aligns with what was collected and remitted to the airline.

  Below is a breakdown of your package:
  ****** Airlines Fare & Taxes: $499.96 ($249.98 per ticket)
  Trip Insurance: $36.00
  Car Rental: $46.96
  Total Package Cost: $582.92
  

  Regarding the deposit required by ****** Car Rental, we previously provided you with their rental policy and terms, which outline standard security deposit requirements similar to those of other rental providers. As the car rental reservation was also booked under non-refundable terms, we are unable to honor your refund request.
  

  For your convenience, we have re-sent your Confirmation Email and Checkout Page.
  

  Thank you for your time and understanding.
  

   

  Sincerely,
  Executive Offices

• Initial Complaint

  Date:06/12/2025

  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 April 30th 2025 I was double charged for a hotel. The internet website was frozen so I went to the priceline app and purchased there instead of a browser. We checked into one hotel room and noticed a few days later there were two charges for close to $150.00 on my credit card. The hotel said priceline has to refund the money. My credit card said the same thing and priceline kept saying it was the hotel or credit card. So after multiple calls and hours on the phone I'm pleading my case with the BBB in hopes of getting some help. Its not a big deal for me but for a struggling family this could mean a lot. What priceline has done is wrong and that doesn't sit right with me.

  

  Business Response

  Date: 06/25/2025

  **** ******* ******
  
  Thank you for contacting us regarding your reservation at the ****** *** ********** ******** for Trip Numbers ********517 and ********516.
  
  We are writing in response to your Better Business complaint.
  
  We understand you were unaware that you had two identical bookings for ****** *** ********** ********. On May 21, 2025, 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.
  
  Nevertheless, we called the property and confirmed that they checked you in for your reservation under Trip Number ********517, leaving the other booking under Trip Number ********516 unused. Therefore, we refunded $146.98 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