Complaints
This profile includes complaints for Priceline.com LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 6,957 total complaints in the last 3 years.
- 2,079 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/15/2025
Type: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.
On July 24, 2025, I booked a Twin Room at ***** ******* in ******* ***********, for two guests via Priceline (Trip #**********5-18, Confirmation #**********) for September 13–15, 2025. The Priceline listing clearly stated that the room rate included breakfast for both guests on both days. I have saved a screenshot from Priceline’s website showing “Price includes breakfast” for the exact room type I purchased.
On August 5, 2025, ***** ******* emailed me directly to say breakfast was not included and would need to be paid separately. Their website currently lists breakfast at ** *** per person per day. This directly contradicts what Priceline represented at the time of sale.
I have wasted hours speaking to Priceline call center agents in the Philippines who clearly lacked both the authority and the resources to resolve the issue. Priceline repeatedly sent me to ***********, and it was ultimately a *********** representative who gave me an email address to contact. I sent an email on August 11, 2025, and never received any reply — not even an automated acknowledgement.
I have one key screenshot showing that Priceline’s listing stated “Price includes breakfast.” This is sufficient proof that I was sold a product under false pretenses. I do not want to be told to take this up with *********** or ***** ******* — Priceline is the company that negotiated and sold me the booking, and they are the party responsible, both legally and in the court of public opinion.
I acknowledge this may have been caused by a technical error rather than intentional deception. However, under the ******* ***** ********** **** ** ****** * *****, it is unlawful to engage in “unfair or deceptive acts or practices in or affecting commerce.” Advertising a hotel room with breakfast included and then refusing to provide it is a deceptive practice, regardless of intent.
Business Response
Date: 08/27/2025
**** ********* *******
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 your concern regarding the inclusion of breakfast with your booking. On Priceline.com, two distinct rates are offered for room types: one that includes breakfast and one that does not. Upon reviewing your reservation, we confirmed that the rate you selected did not include breakfast. For your reference, we sent a copy of your contract page.
Thank you for your time.
Sincerely,
Executive OfficesCustomer Answer
Date: 08/27/2025
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.
Sincerely,
********* ******Initial Complaint
Date:08/15/2025
Type: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.
Booking # ********516
Booking canceled 7/19/25 11:58pm EST
Amount paid - $472.75
Amount refunded - $378.20
Amount owed - $94.55
I canceled a fully refundable reservation within the allotted time frame, but only received a partial refund. I have spoken with representatives on 7/20, 7/30, 8/8 & 8/15 and have been told that I would be contacted in 2-3 business days every time. No communication has been initiated from Priceline. I have provided images of cancellation confirmation (7/19/25 11:58pm) from Priceline and have had receipt of these images confirmed by supervisors in their call center.Business Response
Date: 08/27/2025
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 you only received a partial refund for cancelling your reservation within the cancellation window. During the booking process, we stipulated that this reservation is fully refundable until 11:59PM (property local time) on July 19, 2025. Our records show that you canceled the reservation on July 20, 2025, at 12:58 AM EST, which was July 19, 2025, 10:58 PM local hotel time, within the cancellation timeframe. Therefore, we refunded $94.55 for the penalty fee on August 22, 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, and we apologize for the inconvenience caused.
Sincerely,
Executive OfficesBusiness Response
Date: 08/27/2025
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 you only received a partial refund for cancelling your reservation within the cancellation window. During the booking process, we stipulated that this reservation is fully refundable until 11:59PM (property local time) on July 19, 2025. Our records show that you canceled the reservation on July 20, 2025, at 12:58 AM EST, which was July 19, 2025, 10:58 PM local hotel time, within the cancellation timeframe. Therefore, we refunded $94.55 for the penalty fee on August 22, 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, and we apologize for the inconvenience caused.
Sincerely,
Executive OfficesInitial Complaint
Date:08/15/2025
Type: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.
Regarding Priceline.com Trip Number ********517, dated June 9 2025.
I booked a reservation for a car rental through Priceline.com and when I showed up to pick up the rental car I was notified that the vendor did not have any cars available.
I called Priceline.com and was directed to book a reservation with another rental car provider (for the same car size and time frame).
The Priceline.com representative also confirmed they would reimburse me for any additional charges over the original amount Booked ($263.58)
I rented another car through Priceline from a different vendor that day as instructed for $895.84
Upon completion and return of the vehicle, I submitted the required documentation and a Priceline.com representative confirmed I would receive the reimbursement in 3-5 business days.
As of August 13, 2025, the reimbursement was 53 days overdue. Despite more than 7 escalations I have not yet received this.
Every time I reach out to Priceline, they inform me that another team is still reviewing the matter and will contact me in 3 to 5 business days, which they never do and cannot be reached directly.
Please assist with remediating this matter.Business Response
Date: 08/28/2025
Dear **** *****,
Thank you for contacting us regarding your rental car reservation with ***** *********** for Trip Number ********517.
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. The receipt for your new reservation with ********** **** * *** shows a bill of $895.84 for a 5-day Standard SUV Rental. However, this amount covered a $36 charge for the Child Seat, an Optional Item. Therefore, we omitted the Optional Item from the compensable cost of your new reservation, and submitted a check request of $596.26 on August 26, 2025, for the rate difference to our Management Team for processing. You can expect a check for this amount within 15 business days.
Thank you for your time.
Sincerely,
Executive OfficesCustomer Answer
Date: 08/29/2025
Complaint: ********
I am rejecting this response because the Priceline booking amount with ***** ($263.58) included the same car seats option as the ********** final invoice ($895.84). The difference between these numbers (refund owed) is $632.26.
Sincerely,
**** *****Business Response
Date: 09/10/2025
Dear **** *****,
We received your rejection.
The $263.58 charge for your original booking did not cover the Child Seat, which is an optional item. Therefore, we can only issue a refund of $596.26 for the difference between the compensable cost of your new reservation and the amount quoted for your original booking.
Thank you for your time.
Sincerely,
Executive OfficesInitial Complaint
Date:08/15/2025
Type: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 Priceline’s customer service on 6/27/25 to ask about a car rental reservation I made from August 1st to August 3rd with ** *** ****** in *** ******** ** (Priceline reservation ********517). I said my flight was getting in earlier than the reservation start time and the customer service rep said the reservation was non-changeable. He then said as a one-time courtesy he would cancel it. This customer service rep ended up canceling a different car rental reservation I had from August 3rd-Aug. 9th with **** in Kona, Hawaii (Priceline reservation #********517). He did this without confirming with me and I was unaware he had done this. I did not receive any follow up confirmation email indicating he canceled this incorrect reservation. On June 27, later that day I called back and said we changed our mind and didn’t want to cancel the August 1st car rental reservation, a different rep told me it hadn’t been canceled which was surprising to me. I said, are you sure because the earlier rep told me he canceled it, and the 2nd rep said it wasn’t canceled (this is because the 1st rep canceled the other reservation I had and I was unaware of this, but the 2nd rep also didn’t raise that a separate reservation had been canceled).
Once we got to **** to pick up our car, expecting to pay $741, we were told the reservation had been canceled and we ended up having to get a get of the same size for $1,900.
I called Priceline and they said they would investigate if it was a rep error. I got no response a week later and called back. They then told me they listened to the recording and that I had authorized the cancellation of the August 3rd rental, which is incorrect and false. They said this was a final determination and the case was closed and they wouldn’t do anything to refund the difference in cost we had to pay for the car. I asked to listen to the recording and they said they were not able to share that with me.Business Response
Date: 08/27/2025
Dear ***** **** ****,
Thank you for contacting us regarding your rental car reservation with **** Rent a Car for Request Number ********517.
We are writing in response to your Better Business Bureau complaint.
We understand that you intended to cancel a different reservation. After further review, we confirmed that you called to cancel this specific reservation on July 27, 2025. The details of the reservation being canceled were clearly reiterated, and the cancellation was processed in our system upon receiving your approval. As no error was confirmed on our part, we are unable to issue compensation.
Thank you for your time.
Sincerely,
Executive OfficesCustomer Answer
Date: 08/28/2025
Complaint: ********
I am rejecting this response because:I was not given an opportunity to hear the recording of my interaction with the customer service rep on July 27. I also called and informed him the reservation was for August 1-Aug 3rd.
I then called back and spoke with a different rep that same day and asked if the reservation from Aug 1 had been canceled and he said it hadn’t, which reflects the misunderstanding that took place here.
The lack of clarity by Priceline and the Priceline rep as to what was canceled when there were two reservations in place ended up costing me over $1,200 extra in renting a car on the spot in August 3rd.
I am formally requesting a follow up communication from the executive office and the opportunity to hear the recording of the call.
I did not authorize this cancellation and it was an extremely expensive error by the rep in canceling. I did not authorize him to do this and he was NOT CLEAR. He could have said “I see you have two reservations, do you want me to cancel the one starting on August 1 or August 3. There was no clear communication and I NEVER received a confirmation email about the cancellation. If I had received an email indicating that the car from August 3-9th had been cancelled I would have called back immediately or made another reservation asap.
This needs to be remediated in some way that’s fair and equitable.
Sincerely,
***** **** ****Business Response
Date: 09/10/2025
Dear ***** **** ****,
We received your rejection.
Please be advised that our recordings are strictly used for Quality & Training control. They are never shared, distributed, or published. Our records indicate your agreement to cancel the reservation, and an email detailing the cancellation was subsequently sent.
Thank you for your time.
Sincerely,
Executive OfficesInitial Complaint
Date:08/15/2025
Type: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 flight from *** to *** through priceline and used their service to pay for my checked luggage which was an option they were offering. Almost immediately after booking my two tickets and bags, I received a partial refund from priceline. Confused, I had to look up why I received a refund at all.
After some research, I found that my bags were missing from my tickets with the airline. I received no email from priceline ever stating that my bag fee that I paid to priceline had been rejected by the airline. I reached out to customer support to rectify the situation, but was told there was NOTHING they could do about it. This amounts to consumer fraud, promising or offering services they cannot provide to make a sale.
To add luggage after the tickets were bought amounted to 6 times the price had I not used priceline and booked straight with the airline. It was SIGNIFICANTLY less expensive to rebook the flight completely with luggage.
Had I not been promised or offered a luggage option, I would not have booked through priceline. They offered the luggage option, so I did book through them. Again this is paramount to consumer fraud or bait and switch. I'd never have used their service had they not promised an option they could not provide.
I am only seeking a full refund. If that is not acceptable to priceline, then I will gladly escalate the matter legally.Business Response
Date: 08/26/2025
Dear ******* *******,
Thank you for reaching out regarding your **** *** tickets booked under Priceline Trip Number ********516. We are writing in response to your recent complaint submitted to the Better Business Bureau.
Our records show that your financial institution has initiated a dispute on your behalf for this transaction. As a result, a chargeback process is currently in progress between your bank and Priceline. Please note that all communications and inquiries related to this matter must be directed through your bank while the dispute is being reviewed.
We appreciate your time and attention to this matter.
Sincerely,
Executive OfficesBusiness Response
Date: 08/26/2025
Dear ******* *******,
Thank you for reaching out regarding your **** *** tickets booked under Priceline Trip Number ********516. We are writing in response to your recent complaint submitted to the Better Business Bureau.
Our records show that your financial institution has initiated a dispute on your behalf for this transaction. As a result, a chargeback process is currently in progress between your bank and Priceline. Please note that all communications and inquiries related to this matter must be directed through your bank while the dispute is being reviewed.
We appreciate your time and attention to this matter.
Sincerely,
Executive OfficesCustomer Answer
Date: 09/04/2025
Priceline has contested the charge back with my bank and now. Since priceline basically said the matter on this platform is null due to the credit card dispute, BBB closed the complaint. Please reopen the complaint, because it is far far from resolved.Customer Answer
Date: 09/04/2025
Priceline has contested the charge back with my bank and now. Since priceline basically said the matter on this platform is null due to the credit card dispute, BBB closed the complaint. Please reopen the complaint, because it is far far from resolved.Initial Complaint
Date:08/15/2025
Type: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.
Just booked a room today for a family trip and realized I booked under the wrong tab for the wrong dates. The dates fall within the time frame of my mother's surgery on her cervix. I explained this in the chat box, and it keeps saying the room is non-refundable. I would understand if we could make it at least on some of the dates, but we legit can't make it all. I chatted with ****** ***** and asked if it could be refunded. The young lady said that, according to ****** ***** policy, it's fully refundable up to 5 days before, but they said it had to be cancelled by Priceline. It can't be done on her end. But you all won't cancel it. Can I please get my full refund? We can't afford to just throw $1200 down the drain.Business Response
Date: 08/20/2025
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 due to the wrong dates. We called the hotel and obtained their approval to cancel your reservation without a penalty. Therefore, we refunded $1,141 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 OfficesInitial Complaint
Date:08/15/2025
Type: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 24, 2025, I arrived at the *** **** rental location at 12:00 PM for a vehicle booked through Priceline (Confirmation # ********** | Trip # **********5-17 | ****** Loan ID: *********).
The **** counter agent informed me the vehicle I booked was not available and verbally stated my reservation would be canceled. No vehicle was provided, and no service was rendered.
Despite this, I was charged $411.98, and ****** is pursuing me for repayment. On July 23, 2025, I sent Priceline a detailed written request for a full refund, cancellation confirmation, and notification to ****** to remove the charge. I have received no response.
This is not a cancellation by choice — it is a complete failure to provide a paid service. Under consumer protection law, it is illegal to bill for services not rendered. Priceline’s lack of response is unacceptable and appears to be predatory billing.
Resolution Requested:
Refund $411.98 in full.
Provide written confirmation that the reservation is canceled in Priceline’s system.
Provide written confirmation that ****** has been notified to cancel the loan.Business Response
Date: 08/27/2025
Dear ******* ********,
Thank you for contacting us regarding your rental car reservation with **** Rent a Car for Trip Number ***********.
We are writing in response to your Better Business complaint.
We apologize for the inconvenience caused by an issue with vehicle availablity at the **** counter. Upon review, we do not have records of you calling our Customer Service regarding your concern. Please call our Customer Service at ###-###-#### for assistance. Our representatives are available 24/7 to assist you.
Thank you for your time.
Sincerely,
Executive OfficesInitial Complaint
Date:08/15/2025
Type: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.
Made reservations to ********* hotel upon arrival and checking in went to check took it was under construction and filthy had the most of our floor shut down and loud noise of workers. Stains on all the carpets wires hanging out of walls exposed. We went down stairs to leave the asked if we wanted another room we said no the down stairs was very bad also like a mad house party for 50 years had gone on and no cleaning stains on all the seating this hotel should be shut down! I have made numerous calls to Priceline to whom I booked they keep telling me they will get with hotel and never call back or follow through and tell me if hotel don’t agree they will not give me money back had I know this I would have never used them ! Also can never get a USA American language barrier bad!Business Response
Date: 08/27/2025
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 y that you were unhappy with your hotel accommodation. Our records indicate that he reservation was been canceled and fully refunded on Aug 24, 2025. Our system processes refunds within one business day. You may contact your bank directly to inquire about their posting time.
We apologize for the inconvenience and hope you find this information helpful.
Sincerely,
Executive OfficesInitial Complaint
Date:08/15/2025
Type: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 August 13, 2025, I purchased a vacation package (rental car and hotel) from Priceline. I booked with the understanding that I would pay $677.89 to Priceline and an additional $70 directly to the hotel for the resort fee as noted in the receipt attached. Much to my surprise, Priceline charged me $755.52. I am unable to ascertain where the extra money came from as I confirmed with the hotel that upon arrival I will still be responsible for this fee. I spoke with Penny from Priceline who confirmed the price discrepancy but to date I am not able to understand why Priceline would engage in fraudulent practices such as collecting extra fees and not giving it to the hotel and thereby making me pay for this twice and then on their official emailed receipt of the package have it look like I never paid these fees. I am requesting that Priceline refund my fees collected in error so that I may properly pay them to the hotel upon my arrival.Business Response
Date: 08/27/2025
Dear **** ******,
Thank you for contacting us regarding the hotel portion of your trip reservation for Request Number ********518.
We are writing in response to your Better Business Bureau complaint.
We understand your concern regarding the hotel's charge. We have contacted the hotel and confirmed with Kimberly, a Front Desk Agent, that the only charge applied was for the ******** (liquor ordered at the restaurant). Kimberly also confirmed that the resort fee was covered by Priceline's prepayment. You may wish to reconfirm this information directly with the hotel.
Thank you for your time.
Sincerely,
Executive OfficesInitial Complaint
Date:08/15/2025
Type: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 has refused to correct an error they allow in booking a flight where you can select multiple departing airports for a flight. I called them within 5 minutes of the error. They referred me to ****** Airlines. ****** Airlines referred me back to Priceline. They have taken a hard line without understanding or listening to the issue. Feedback was canned and I was unable to get simple information. They seem to make communication purposefully difficult. Just terrible customer service. And a failure to acknowledge an issue with their website.Business Response
Date: 08/26/2025
Dear ******* ***,
Thank you for contacting us regarding your ****** Airlines tickets booked under Priceline Trip Number ********518. We are writing in response to your recent Better Business Bureau complaint.
We regret to learn that an error occurred during your booking and understand that you are seeking a refund. Upon reviewing the fare rules and restrictions associated with your reservation, we confirm that the tickets are non-refundable and non-changeable.
As our ability to provide a refund or facilitate changes depends on the policies of our airline partners, we reached out to ****** Airlines on your behalf to request an exception. Unfortunately, they were unable to approve a refund or rebooking, and as a result, the reservation remains non-refundable and cannot be modified.
We sincerely regret that we are unable to fulfill your request and appreciate your understanding in this matter.
Thank you for your time.
Sincerely,
Executive Offices
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