Business Profile

Travel Agency

Priceline.com LLC

Headquarters

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

7,102 total complaints in the last 3 years.
2,167 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:06/03/2025
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 flight then had to cancel less than i hour after making reservation also paid for trip insurance ******** ******** says flight was voided and money was sent to priceline over a week ago , also got transferred many times by priceline with no results
Business Response
Date: 06/11/2025
Dear ****** *****,

Thank you for contacting us regarding your canceled vacation package, as outlined in your Better Business Bureau complaint. We have received your refund request and sincerely apologize for any inconvenience this situation may have caused.

Our records indicate that both your ******** ******** flight and hotel reservations were successfully voided and refunded.

Regarding the ******** ******** ticket:
Debit Card Payments:
If a debit card was used, banks often place an immediate hold on the transaction amount. A charge reversal has been submitted to your bank, and the credit should reflect in your account based on your bank's processing timeline.
Credit Card Payments:
A temporary authorization may have been placed to confirm the bank’s acceptance prior to booking. Since the transaction was not completed, no charge was incurred. This authorization should be automatically removed within 3–7 business days. If a charge still appears on your statement, we recommend contacting your bank directly for clarification.

Regarding your hotel reservation:
A refund in the amount of $236.34 USD was processed on May 26, 2025. Please note that the exact posting date will depend on your bank’s processing time.

Regarding the trip insurance:
We regret to inform you that the initial refund attempt of $82.80 USD was unsuccessful. However, we’re pleased to confirm that the refund has been re-initiated today, June 11, 2025. Refunds are processed within one business day, though the timing of the credit posting will vary depending on your bank.

Once again, Mr. *****, we sincerely apologize for the inconvenience and appreciate your patience as we work to resolve this matter.

Sincerely,
Executive Offices
Initial Complaint
Date:06/03/2025
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 been calling Priceline since May 30th, 2025. I booked the **** ******* ******** (how is this listing allowed!) for a total of $892.32 **** a deposit for four nights. The property was terrifying, and there was a bug and mice infestation (!!). Once I realized that, I immediately called the hotel to have the manager call me (who wasn’t on site, and whom never called me) and then I immediately called Priceline.com and was told that whatever I book for relocation would be compensated, but that it had to be booked prior to being provided any credits and I would have to send invoices after my stay so they could reimburse. I checked out after the first night due to obvious reasons (MICE INFESTATION— Priceline are you reading that??) — but once I checked out of the **** *******, there’s been barely any communication via Priceline. I’ve called everyday since the incident and it’s been impossible to speak with someone competent. I haven’t recieved a response from them (besides them saying they’ll give me a $44 credit LOL), and as for the hotel, the charge is still pending. I spoke to several agents about this situation and have been begging to speak with a supervisor (which has yet to happen!) and still no results about my refund. Clearly this is fraud and they keep telling me the same thing. About they can't get a hold of the hotel to get a refund. This is not right someone needs to do something about this ASAP they took my money and compensation for the inconvience **** the additional fees incurred from ****, relocation etc.
Business Response
Date: 06/12/2025
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 checked out early and requested a refund for your room accommodation due to quality concerns. Upon review, our records show that *********** is the provider for your reservation. We escalated your issue to our partner, and someone will get back to you with the resolution within 3-5 business days.

We appreciate your time.

Sincerely,

Executive Offices
Initial Complaint
Date:06/03/2025
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 advertised cancellation available for the car rental I was looking at. To get the best price you pay in advance. There is nothing on that page (the last page where you pay) that says this is non refundable. Quite the opposite. In important information, right before the book and pay button, it clearly states that if you cancel more than 24 hours before scheduled pickup you get a full refund. Well. I tried to cancel my reservation and am faced with their bot penny who says I can’t. Penny suggested I call the toll free line. I did. More bots. The actual rental agency offers refunds, so this is a Priceline scam. I should note the charge hasn’t hit my card yet as pending or posted. Well. After trying to cancel a few times it magically got posted. I will just do a chargeback if this isn’t refunded within 48 hours.
Business Response
Date: 06/15/2025
Dear ****** **********,

Thank you for contacting us regarding your rental car reservation with ******** for Trip Number ********516.

We are writing in response to your Better Business complaint.

We understand you requested to cancel your rental car booking. During the booking process, we stipulated in the Important Information of your Contract that this reservation is non-refundable, non-transferable, and non-changeable, even if unused. We sent you a copy of your Contract for your review. Regrettably, your booking remains non-refundable.

Thank you for your time.

Sincerely,

Executive Offices
Customer Answer
Date: 06/16/2025

Complaint: ********

I am rejecting this response because:

These stipulations are only made AFTER booking. Your website is misleading and likely qualifies for fraud, which is precisely the position I will take with my credit card company, sharing with them all the same photos and now your response that you are unwilling to do the right thing should make it fairly simple for them to just perform a chargeback. The CSR rental agency doesn’t even have a direct prepay discounted option. All their options are refundable. You’re just slanty crooks.

Sincerely,

****** **********
Business Response
Date: 06/26/2025
Dear ****** **********,

We received your rejection.

Prior to completing your request, we presented you the check-out page (Contract Page) containing the Booking Conditions stipulating reservation is non-refundable, non-transferable, and non-changeable, even if unused. You agreed to the terms and conditions by completing the booking process. The screenshot you sent is for a different booking showing a daily rate of 19 CAD per day. Your reservation on the other hand is 22.33 CAD per day. Regrettably, your reservation remains non-refundable. We sent you a copy of your Contract for your review.

Thank you for your time.

Sincerely,

Executive Offices
Initial Complaint
Date:06/03/2025
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 reservation through Priceline for May 30th. When my original payment method didn't work I clicked the hyperlink to return me to the payment screen. This screen defaulted my date to a date in July. I immediately called the hotel and was told to call Priceline. The Priceline rep told me he would need to call the hotel, I asked to be conferenced and he said it wasn't possible. The hotel rep he spoke with stated only a manager could approve a cancellation and refund and they wouldn't return until tomorrow. Priceline rep stated he had already scheduled a call back for me and the hotel at 7 am. I called the hotel again and was told they had no record of my booking. I then offered to conference the Priceline rep in with the hotel since his phone wasn't capable and he disconnected as soon as hotel answered. Two days pass and I receive no call from
Priceline. I call back and was told the agent noted that i had been transferred to a manager which was a lie, he hung up. The rep I spoke with calls the hotel and again , the manager isn't in and the cancellation can't be approved. He states I need to call back again tomorrow. I explain that we have already completed this process to no avail. I ask for a manager, he stated the call volume is too high and that he could transfer me to schedule a call back. I never got a call.
Business Response
Date: 06/12/2025
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 a refund for your reservation due to the wrong dates. During the booking process, we stipulated in the Booking Conditions that this reservation is Non-Refundable and cannot be amended or modified. We called the property for an exception, but did not obtain approval to process a refund. Regrettably, your reservation remains non-refundable.

Thank you for your time.

Sincerely,

Executive Offices
Customer Answer
Date: 06/12/2025

Complaint: ********

I am rejecting this response because: I never negated the process or rules surrounding this incident. I was never followed up with, updated, nor was I notified of the hotels decision to reject the refund request. I was never contacted forcing me to reach out despite numerous promises to follow up with me. This is about the lack of accountability displayed, failure to communicate and poor customer service received from both staff and management at Priceline.

Sincerely,

***** ******
Business Response
Date: 06/25/2025
Dear ***** ******,

We received your rejection.

We apologize for the delay in providing you an update regarding your reservation. Our records show we just recently reached the authorized person at the hotel who can decide on your request. Unfortunately, after thorough discussions, we did not obtain approval for a refund. During the booking process, we stipulated in the Booking Conditions that this reservation is Non-Refundable and cannot be amended or modified. Regrettably, your reservation remains non-refundable.

Thank you for your time.

Sincerely,

Executive Offices
Initial Complaint
Date:06/03/2025
Type:Billing 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.
Hi team,

Actual price of ticket was $340.94 and they charged credit card $378.94, I have attached both the files, booking email and Credit card statement, I have contacted so many times to resolve this issue, but they are not willing to do it. Priceline are saying contact to ****** ******* and ****** ******* saying "contact to Priceline because you booked ticket through Priceline".
Business Response
Date: 06/11/2025
Dear ********* *****,

Thank you for contacting us regarding your ****** ******** ticket associated with Trip Number ********516. We are writing in response to the complaint you submitted to the Better Business Bureau.

We apologize for the discrepancy in your billing. While our team continues to investigate the matter, we would like to proceed with issuing a refund of $38.00 USD as a gesture of goodwill.

At this time, we are unable to process the refund to your original form of payment. However, we are pleased to offer the following alternative refund options:

For ACH Refund:
US Based Bank
Bank Name -
City/State -
Routing/Transit# -
Account Number -
Address -
Outside US Banks
Bank Name -
City/State/Country -
SWIFT# -
Account# -
IBAN -
Email Address for Remittance:
Address -

For Check Refund:
(The check will be issued under your name, )
- Delivery address (US Address Only)

****** Refund
- Customer's ***
- Email ID linked to their ****** account

***** Refund
- Customer's DoB
- Customer's Phone number linked to their ***** account

If you choose ****** or *****, we kindly request that you also provide a mailing address as a backup, in case the electronic transfer cannot be completed.

We appreciate your time and attention.

Sincerely,
Executive Offices
Customer Answer
Date: 06/11/2025
Hi team,
As per your email, I am choosing below option.
For ACH Refund:
US Based Bank
Bank Name - **** ****
City/State - ******* **
Routing# - *********
Account Number - ************
Address - *** ********* *** ******* ** *****.
Thanks,
********* *****

Business Response
Date: 06/18/2025
Dear ********* *****,

Thank you for providing your ACH details. We have forwarded the information to our Accounting Department today, June 18, 2025, for processing. Please note that the processing may take up to 10 business days.

We appreciate your time and cooperation.

Sincerely,
Executive Offices
Customer Answer
Date: 06/18/2025

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:06/03/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to express my growing frustration regarding an unresolved issue with Priceline that I have been attempting to resolve since April 28, 2025. On that day, I booked a hotel stay from April 28 to May 4, 2025, under reservation number **********5-17, for a total amount of $345.60. I diligently followed the cancellation policy, ensuring that I canceled the booking within the stipulated timeframe. I have a record of all my calls to Priceline, complete with timestamps, documenting my efforts to rectify this matter.

Since the cancellation, I have contacted Priceline numerous times over the past two months, engaging with various customer service agents and supervisors. Each one has assured me that a refund was forthcoming, yet despite these repeated assurances, I have yet to see any refund processed. This ongoing situation raises significant concerns about the integrity and reliability of Priceline's customer service practices.

Time and again, I have been told that agents are unable to reach the hotel or that the hotel manager is unavailable to process the refund. Each conversation ends with claims that my refund request is being escalated to their back office for further resolution, but there has been no tangible progress. The lack of communication and resolution feels deceptive and fraudulent, which is wholly unacceptable.

It is essential to highlight that I never occupied the hotel room and adhered strictly to the cancellation policy by initiating the cancellation within the required period. Priceline has taken my money without providing any services in return, leaving me feeling cheated. I strongly urge a higher authority within the company to take immediate and decisive action to resolve this issue and process the refund that I am rightfully owed. The ongoing inaction is not only deeply frustrating but also fundamentally unfair and reflective of a broader issue that needs to be addressed.
Business Response
Date: 06/13/2025
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 requested to cancel your reservation due to safety issues. 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: 06/18/2025
The issue has not been resolved. Priceline consistently claims they are working with their partners to address this problem, but no progress has been made. I have decided to request all voice recordings from when I called to cancel the reservation until the present date. Unfortunately, the responses I've received from the call center and the supervisor are always the same. I have nothing to do with the hotel, as I paid Priceline, and their refund policy reflects that. Therefore, per the cancellation policy, I am requesting a refund minus the cost for one night.
Customer Answer
Date: 06/18/2025
More Information...The issue has not been resolved. Priceline consistently claims they are working with their partners to address this problem, but no progress has been made. I have decided to request all voice recordings from when I called to cancel the reservation until the present date. Unfortunately, the responses I've received from the call center and the supervisor are always the same. I have nothing to do with the hotel, as I paid Priceline, and their refund policy reflects that. Therefore, per the cancellation policy, I am requesting a refund minus the cost for one night.
Customer Answer
Date: 06/26/2025
At the time of writing this message, I have not received a response from Priceline regarding the listed complaint. I am checking to see if there has been an update on this issue. All I require is for them to honor their cancellation and refund policy and refund the money accordingly. Thank you.
Business Response
Date: 07/09/2025
Dear ******* *******,

We received your rejection.

We have been in contact with our travel partner to request an exception or a refund but did not obtain approval. Since we value your business, we refunded the remaining (5) nights' charge for 288.23 USD. Our system processes refunds within one business day. You may contact your bank directly to inquire about their posting time.

We hope you find this information helpful.

Sincerely,

Executive Offices
Customer Answer
Date: 07/09/2025

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:06/02/2025
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 had purchased a stay at a resort that I’ll file next through Priceline and the insurance from Priceline. We had a snowstorm. I could not get a flight out they cancelled mine. I called they would not give a cancellation the hotel or Priceline even after I had told them this. I did get a refund for my concert tickets and flight. But could not go through the other insurance as I had no cancellation notice or number because I was not given one. This is a scam. There insurance is probably owned by them and they have found a way to ***** the customer.
Business Response
Date: 06/13/2025
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 requested to cancel your reservation due to a canceled flight. Since you booked a restricted rate, we contacted the hotel to request an exception or a refund but did not obtain approval. Regrettably, the charge remains non-refundable.

Thank you for your time.

Sincerely,

Executive Offices
Initial Complaint
Date:06/02/2025
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.
Hello,

Priceline sold me a 3 start hotel that has bed bugs & is under construction & refused to refund me after promising a refund or Change of Hotel. We are a group of 4, with a child of 11 & expect us to stay at a Hotel that has Bed bugs. I spoke to 3 agents & a Supervisor & she had told me that she attempt a refund or a change Hotel but until now no refund has been issued & no change of Hotel. Every agent says something different & no agent ever calls back. I want my refund for $151.03 *** or 109.36$ USD.

Bed Bugs:

******************************************************************************************************************************
Business Response
Date: 06/02/2025
We hope this message finds you well.

Kindly forward this complaint to the Priceline LLC BBB portal for assistance.

The customer booked directly through Priceline, and we do not have access to the booking contract.

Sincerely,
Priceline Partner Solutions
Business Response
Date: 06/02/2025
Dear ***** ***********,

Thank you for reaching out regarding your recent experience.

We reviewed your complaint and, as noted, the reservation was not booked directly through Priceline Partner Solutions. Because of this, we do not have access to the reservation details or authority to issue a refund or make changes.

We kindly recommend that you direct your complaint and all supporting documentation to Priceline.com's BBB profile, as their customer care team is best equipped to investigate and resolve your concerns.

We appreciate you taking the time to bring this to our attention.

Sincerely
Priceline Partner Solutions
Business Response
Date: 06/13/2025
Dear ***** ***********,

Thank you for contacting us regarding your hotel reservation at the ***** ***** ****** for Request Number ********397.

We are writing in response to your Better Business Bureau complaint.

We understand that you requested to cancel your reservation due to reviews regarding bed bugs. We assess each property participating on our website on many different criteria, including cleanliness, guest satisfaction, decor, and etc. Based on actual reviews from guests who stayed at this property, the hotel is rated 6.8/10. Since you booked a restricted rate, we contacted our travel partner to request an exception or a refund but did not obtain approval. Therefore, the reservation remains non-refundable.

Thank you for your time.

Sincerely,

Executive Offices
Initial Complaint
Date:06/02/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing in frustration and disappointment regarding my recent stay at ***** ********* ******* ****** * ***, booked through Priceline (Reservation #**********5-17) from May 27–30, 2025. What was meant to be a peaceful vacation turned into a painful and unacceptable experience.

The room did not match what was shown online. It was outdated, poorly cleaned, with chipped paint and visible mold near the tub. The television didn’t work, and the air conditioning was broken. I called for maintenance multiple times and no one ever came.

I have metal in my back from a medical condition and need proper support. The bed was so worn I could feel the box spring, causing serious pain. I asked to change rooms and was denied. My daughter, who uses a wheelchair, also suffered from the lack of accessibility. The hotel made no effort to accommodate our needs.

Staff ignored us, and when I asked to speak with a supervisor, I was refused. The shuttle service was unreliable and often didn’t arrive, making it very difficult for us to move around the property.

To make matters worse, on our American Airlines flight, despite notifying the airline in advance about my disabled child, a passenger repeatedly kicked our seats during the flight. Even after I informed the flight attendant, the issue was not addressed and we were left to endure it in silence.

This entire trip caused me physical pain, emotional stress, and left me feeling ignored and uncared for. The hotel has not responded to any follow-up, and I’m devastated that I trusted Priceline for a safe and supportive experience.

I am urgently requesting a partial refund or full travel credit due to misrepresentation, physical discomfort, accessibility failures, unprofessional treatment, and emotional distress. If I don’t hear back within a few business days, I will escalate this through and file complaints with consumer protection agencies.

Please help make this right.
Business Response
Date: 06/15/2025
Dear ******* *******,

Thank you for reaching out regarding your Vacation Package associated with Trip Number ********517. We are writing in response to your recent complaint filed with the Better Business Bureau.

Please be assured that we are thoroughly reviewing the matter and are actively working toward a resolution. We sincerely appreciate your patience during this process.

We kindly request that you wait at least five business days before responding to the BBB rejection, as we will provide you with an update as soon as possible.

Thank you for your time and understanding.

Sincerely,
Executive Offices
Customer Answer
Date: 06/23/2025
I was told by the company response, wait at least 5 days before i accpet or reject. so im confused. how are you closing this out when i was told by priceline not to accept or deny . its literally in the form of communication.
Customer Answer
Date: 06/23/2025
HERE IS THE PROOF!

MESSAGE FROM BUSINESS:

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

Thank you for reaching out regarding your Vacation Package associated with Trip Number ********517. We are writing in response to your recent complaint filed with the Better Business Bureau.

Please be assured that we are thoroughly reviewing the matter and are actively working toward a resolution. We sincerely appreciate your patience during this process.

We kindly request that you wait at least five business days before responding to the BBB rejection, as we will provide you with an update as soon as possible.

Thank you for your time and understanding.

Sincerely,
Executive Offices
Business Response
Date: 07/02/2025
Dear ******* *******,

Thank you for your patience while we investigated your concerns. We have been in contact with the manager at the ***** ********* ******* ****** * *** - All Inclusive. According to their records, they addressed the issue with the air conditioning, which you reported, and provided an accessible room for you due to your daughter’s wheelchair needs. However, they have no record of any additional complaints, such as issues with mold or other room problems. As a result, they are unable to approve any compensation or refund based on these claims.

Regarding your seat issue with American Airlines, we have reached out to them on your behalf. They have advised that you can submit a formal complaint directly via their website at *************************************. Please be sure to include your ticket number (*****************) and confirmation number (******).

Unfortunately, we are unable to proceed with your refund request as we have not been able to obtain approval from our partners. Additionally, your reservation is non-refundable as per the terms of the booking.

We appreciate your understanding in this matter. Wishing you and your family continued health and safety.

Sincerely,
Executive Offices
Customer Answer
Date: 07/02/2025

Complaint: ********

I am rejecting this response because: THESE ARE ALL LIES! no one ever came to the room to fix the ac, if so where is a record of any techninican coming to the room? im pretty sure there are records of how many times i called front desk with an issue! I did complain about the mold and was even told someone would call me back. at point in time i asked for a manager in which i was refused. its really sad ***** ********* not only lies but refuse to do anything to make this right

Sincerely,

******* *******
Business Response
Date: 07/10/2025
Dear ******* *******,

Thank you for your response.

Our reply is based on the information provided to us by the hotel following our inquiry on your behalf. Unfortunately, as the hotel did not issue a refund or compensation, we are unable to take further action at this time.

We appreciate your understanding and patience.

Sincerely,
Executive Offices
Initial Complaint
Date:06/02/2025
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 went to the Priceline website and reserved a room for Oct 10 - 12, 2025. Priceline schedules the room for Oct 12-14 w/o letting me know that the dates were not available so they book the first available date. They should have notified me that the dayes were not available. Therefore, they charged $270 for a late cancelation fee. The reservation was made at 11:21 am and I called to cancel 3 hours later because I noticed the dates were incorrect. Priceline said that the hotel would have to waive the late fees. I contacted the hotel and they said that was a lie. They also said that Priceline was doing this to many of their customers. Schedule the wrong date, cancel the reservation and taking consumer money, late cancelation fees. This is FRAUD. I was told that they also had to contact their third party to get them to waive the cancelation fee. Priceline is responsible, I did not book the reservation with a third party. The website I visited said Priceline and not a thirdparty. By law Priceline is accountable. There is an issue at Priceline. They want to put the blame on others as opposed to take accountability for these issues. The out source center focuses on reading you the policy and that's it. They are rude and talk over people as opposed to listening...this is the policy even when it is their mistake. People see Priceline as the issue and not a third party. Many of the hotels also see this is a issue with Priceline, and are telling people not to use Priceline. Take accountability and stop blaming others. It is your service and brand.
Business Response
Date: 06/13/2025
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 you intended to book your reservation for different dates. Our records show that you requested to book a hotel for check-in on October 12, 2025, and check-out on October 14, 2025. For your reference, a copy of your contract page has been sent to you.

During the booking process, we indicated that certain reservations are facilitated by Priceline through our travel partners. Our ability to refund depends on the approval of their approval. As you booked a restricted rate, we contacted our travel partner to request an exception or a refund, but unfortunately, we did not obtain approval. Regrettably, the charge remains non-refundable.

Thank you for your time.

Sincerely,

Executive Offices
Customer Answer
Date: 06/13/2025

Complaint: ********

I am rejecting this response because:
Priceline system changed by dates from the 10 thru 12 because the dates were no longer available. They should have notified me that the dates were unavailable as opposed to booking the dates for the next available dates. I don't care about their third party partner. I went to their site and not a third party site. By law they are responsible. I will file a claim in small claims court. I canceled the reservation three hours later after discovering that the dates were wrong. The hotel communicated that many of their customers have had issues with Priceline. They are fradulant, and need to be held accountable.

Sincerely,

******* *****
Business Response
Date: 06/25/2025
Dear ******* *****,

We received your rejection.

You may review the contract page we previously sent which shows you requested for the travel dates (October 12, 2025 - October 14, 2025). Since we value your business, we requested an exception from our travel partner but they denied the request. Therefore, the 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 I did not go to the your travel partner for this reservation. I scheduled lodging for 10/10 - 10/12. Your system scheduled the other dates without informing me that the dates I requested were not available. This is FRAUD!!
Why should I reserve a room after the conference? It appears that you have incompetent people driven by your greed. It appears that everyone is reading from a script. There are many complaints about this business behavior and many are similar to this one. I am not done. I will fight this to sure you fraudsters pay.

Both you and your travel partner should both face criminal charges.
*******

Sincerely,

******* *****
Business Response
Date: 07/03/2025
Dear ******* *****,

We received your rejection.

Our records indicate that we have already addressed your concern regarding your hotel reservation booked at the ********** ******** ** *** ***** * ****** ******.

We understand that you are not satisfied with the resolution. We reviewed your issue again to confirm that we did not overlook anything that might support a more favorable resolution. There is nothing we can add to what has already been stated in our previous correspondence.

Thank you for your time.

Sincerely,

Executive Offices
Customer Answer
Date: 07/07/2025

Complaint: ********

I am rejecting this response because they are liable. I went to Priceline website and made the reservation. Therefore, by law they are responsible. I will see them in small claims court which will cost the more. How nieve can you be?

Sincerely,

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

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