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.
2,169 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:05/27/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a ticket on priceline because the ******* website was down for service. The basic ticket was $286. I bought blue extra fare to get a seat when I was checking they said a seat would assigned to me by the airline I paid $409 for my ticket when I get to the airport I had to purchase a seat for $123
Business Response
Date: 06/04/2025
Dear ******* *************,

Thank you for contacting us regarding your ******* Airways ticket associated with Trip Number ********517. We are writing in response to your recent Better Business Bureau complaint.

We understand that you are not happy because you paid extra for your seats at the airport. Upon booking, we have presented that seats will be assigned upon check-in at the airport, and it should be free of charge. However, since you had preferred seating, that's when the airlines will charge.

Regrettably, since you chose to have a preferred seat and agreed to pay the airlines directly, we cannot proceed with your refund request.

We appreciate your time.

Sincerely,
Executive Offices
Initial Complaint
Date:05/27/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 05/04, I purchased an airline ticket through Priceline for my cousin to fly in 05/25. The ticket was clearly listed by Priceline as a “non stop” flight. I have booked many of times over through Priceline I am well aware how their website works and how it displays 1 stop or 2 stop ect flights. This was clearly listed as non stop the day of my purchase. This is my cousins first time ever flying, she’s under 19 years of age and also she lives 2 1/2 hours away from the departure airport. I specifically booked this flight for the “non stop” posting that Priceline was showing. I spoke directly to ****** ******** who confirmed that to me and Priceline directly that this was never a non stop flight, this was always a 1 stop. No schedule change occurred from the airline. This was a clear misrepresentation of the flight by Priceline. If you look today, 3 hours before the flight, Priceline clearly shows this exact flight as a “1 stop” but that’s not what was showing 3 weeks ago when I bought the exact same ticket. This is causing stress and anxiety on my family that a first time flyer, driving 4 hours total to drop her off at a different airport, now has a layover and has to move around an airport gate to gate all because of Priceline misrepresenting or having an error on their website.
Business Response
Date: 06/04/2025
Dear ***** *****,

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

We sincerely apologize for the confusion surrounding your itinerary. Our team is actively investigating a potential display issue on our website that may have contributed to the misunderstanding.

While the investigation is ongoing, we are pleased to extend a refund of 168.88 USD as a gesture of goodwill, in recognition of your valued status as a VIP Gold member.

At this time, we are unable to process the refund to the 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 DoB
- 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: 06/16/2025
I accept the response. My ***** information:

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

Phone number: **********

Mailing Address for backup is: **** ****** *** ******** **** ** *****
Business Response
Date: 06/26/2025
Dear ***** *****,

Thank you for providing your ***** information and mailing address. As the ***** payout was unsuccessful, we have requested our Accounting Department to issue a check in the amount of $168.68 USD, which will be mailed to the address you provided. Please allow up to 15 business days for this process to be completed.

We apologize for any inconvenience this may have caused and appreciate the opportunity to assist you. We look forward to supporting your travel needs in the future.

Sincerely,
Executive Offices
Initial Complaint
Date:05/27/2025
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 5/20/25 I went onto the Priceline App to book a flight for my brothers upcoming wedding out of the country. I chose my flights through ******** ********, entered all of my information, and went to check out for the total price of $1,442.22. The screen was loading for a couple of minutes, and then said “Houston we have a problem! Your flight could not be booked because the prices have changed” then took me back to the booking screen to choose a new flight. It had only been about 10 minutes since I found the flight and the price had apparently gone up by $333 per person. I was booking 2 tickets so that would have been another $666 and so I just exited the app because I was not interested in booking at the higher price. Later that night my sister sent me a flight through Booking.com that was closer to my original price so I went ahead and booked those flights and thought it was said and done. Two days later on 5/22 I checked my bank account and saw that I had been charged for the Priceline flight and when I went to dispute the charge I saw on my Priceline App that my original flight was under “my trips” and it actually had gone through, despite the app telling me the flight could not be booked. So now I have 4 flights through 2 airlines going to the same place on the same day because of their error. I have reached out to Priceline through phone and email and have only been met with the response that they sent a confirmation email so there’s nothing they can do. I can see now that I received the email but was not made aware of it until it was outside of the 23 hour cancellation window. I was only working with the information the app showed which was that the booking did not go through. I am not a wealthy person and their unwillingness to listen to what happened is causing me so much stress. I don’t see any reason why I should have to pay over $1,400 due to their app having a glitch.
Business Response
Date: 06/03/2025
Dear ******** ******,

Thank you for contacting us regarding your ******** ******** ticket associated with Trip Number ********517. This message is in response to the complaint you recently submitted to the Better Business Bureau.

We understand that you are seeking a refund, and we sincerely apologize for any inconvenience you experienced during the booking process. Our records indicate that the reservation was made through our website on Tuesday, May 20, 2025, at 8:37 PM. A confirmation email was sent to you shortly thereafter, at 8:39 PM the same day, and we note that the email was accessed on May 21, 2025.

Your reservation was booked under the Basic Economy fare, which, according to the fare rules, is non-refundable and non-changeable. Unfortunately, due to the restrictions associated with this fare type, we are unable to accommodate your refund request.

We appreciate your understanding and regret any disappointment this may cause.

Sincerely,
Executive Offices
Customer Answer
Date: 06/04/2025

Complaint: ********

I am rejecting this response because:
This is the exact same response I have been receiving from the company from the moment I was made aware of the situation. I understand that an email was sent. I also received 36 other emails that day. I did not see it. I was also not looking for a confirmation email when I was told that my trip was not confirmed by the app. I also did not open the email the next day, as I’ve been told a million times that I did. I would have called then if I had seen it and obviously would’ve taken the opportunity to cancel it within the cancellation window. I cannot fathom why you guys continuously ignore the part where I said this was booked through a glitch in your system. Nobody will recognize that at all and it is very frustrating. I know I am not the first person this has happened to. Please just actually listen to me and rectify this situation.

Sincerely,

******** ******
Business Response
Date: 06/12/2025
Dear ******** ******,

We’re sorry to hear that you were unable to open your confirmation email. Please note that we must ensure the confirmation is sent upon completion of your booking, which was successfully done.

As a gesture of goodwill, we submitted a refund request to ******** ******** on your behalf. Unfortunately, due to the fare rules associated with your tickets—being non-refundable and non-changeable—the airline has declined the request.

We regret that we are unable to proceed further, as we must adhere to the airline’s policies.

Thank you for your understanding.

Sincerely,
Executive Offices
Initial Complaint
Date:05/27/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On March 14, 2025, I learned that my hotel reservation made through Priceline was cancelled. I received no notification from Priceline (via email or phone call). Upon calling Priceline they were unable to find me any other hotel, and I was advised that if I could find hotel, they would refund me the difference in the new reservation upon receipt of the proof of payment for the hotel stay. I paid Priceline $$324.82 and the new reservation costed me $911.68. Which they are refusing to reimburse me the difference of $586.86 as promised.
Business Response
Date: 06/08/2025
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 had to book a new room accommodation after the hotel canceled your booking. Upon review, our records show that *********** is the provider for reservation. We escalated your issue to our partner, and someone will get back to you with the resolution within 3-5 business days.

Thank you for your time, and we apologize for the inconvenience caused.

Sincerely,

Executive Offices
Customer Answer
Date: 06/09/2025

Complaint: ********

I am rejecting this response because: Per your response I made any reservation with ***********, which is not true my reservation was made through Priceline only

Sincerely,

***** ******
Business Response
Date: 06/22/2025
Dear ***** ******,

We received your rejection.

Please note that *********** is the provider for your reservation.

*********** has responded to your complaint stating that per their records, you informed their Customer Service on the day of arrival, that the property was unable to identify the booking in their records. *********** contacted the accommodation to verify the issue; however, the hotel did not respond. Therefore, their Customer Service advised you to make alternative reservation arrangements, send the receipts after stay for assistance in claiming back up to 67.28 USD for the price difference/extra costs incurred. However, you sent your receipt and requested a refund for 586.86 USD instead. *********** advised you that the maximum amount that can be claimed is 67.28 USD.

*********** added that their Customer Service team communicated in advance the 67.28 USD maximum price difference that could be claimed. Regrettably, *********** is unable to assist with the amount you requested.

*********** sent you an email with a link to claim your 67.28 USD refund.

Thank you for your time.

Sincerely,

Executive Offices
Initial Complaint
Date:05/27/2025
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.
05/25/2025 continue to receive emails for someone using my email for their tickets, called cust serv and was supposed to be removed, want all information removed immediatley
Business Response
Date: 06/04/2025
Dear ******** ******,

Thank you for contacting us regarding your Priceline profile.
We are writing in response to your Better Business Bureau complaint
.
We understand that you are requesting to remove your email from our system. Our records show that you have a Priceline Profile and are a VIP Blue member. You can unsubscribe from your email by logging in to your profile, navigating to 'Update Customer Profile,' and then selecting the 'Unsubscribe Emails' option. If you want to delete your Priceline profile. Kindly click the link below (or open it in a browser), fill out the form, and click submit. Once we receive your request, our Privacy Team will respond to you as soon as possible.

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

Thank you for your time.

Sincerely,
Executive Offices
Customer Answer
Date: 06/07/2025

Complaint: ********

I am rejecting this response because: I WANT THIS ACCOUNT IN MY NAME TOTALLY DELETED. SOMEONE IN ********* IS BOOKING FLIGHTS VIA **** ******** USING MY EMAIL, I CALL THIS FRAUD!!!! DO I NEED TO CONTACT HE FCC OR FBI, IWANT THIS ACCOUNT REMOVED.

Sincerely,

******** ******
Business Response
Date: 06/18/2025
Dear ******** ******,
Thank you for your response. Please note that the only way to unsubscribe or delete your profile is by logging into your account directly.
We appreciate your time and understanding.

Sincerely,
Executive Offices
Initial Complaint
Date:05/27/2025
Type:Facilities Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
on May 16, 2025 my flight had been canceled so I needed a place this day. I used Priceline to book a hotel in ********* ********. Itwas called the **** ** ********. I was not familiar with the area the minute I got there I felt so uneasy the place smelled of ********* it was filthy dirty. The beds had brown stains all over it, but that wasn’t the worst. The part that really got me toleave was I was trying to change into foreign then were trying to get into my room. I’m a woman traveling alone and I was petrified. went downstairs to the front desk. The man told me to call in the morning and see if I could get a refund. I’ve got no help fromthe hotel. I’ve asked Priceline numerous times through email and phone calls. I am constantly told there’s nothing they can do I continue to call them dailyand now they put me on hold and don’t come back on the line and when they do, they tell me the same thing they represent hotel. They should take responsibility and try to do something for me as the customer, they should not have a place like this on their site.It’s not a good look and they should do something to the hotel to get my money back. That place is very unsanitary and it was not safe in my book. All I’m asking for is a refund I did not stay there.I was there a total of maybe 30 to 40 minutes. The representatives are not very friendly. A few were helpful at first but now I just feel like I constantly get the runaround. I ended up deciding I would rather sleep in the airport in a place like that. The carpet was so dirty you could actually see what the original color was under the dresser. The microwaves were horrible. The bathrooms were disgusting.
Business Response
Date: 06/05/2025
Dear ***** ******,

Thank you for contacting us regarding your reservation at the **** ** ******** ********* for Trip Number ********516.

We are writing in response to your Better Business complaint.

We understand your dissatisfaction with the hotel due to quality issues and safety concerns. Our records show we emailed the hotel manager for an exception to cancel your reservation without a penalty. However, we did not obtain approval to process a refund due to the cancellation policy associated with your reservation. Regrettably, your hotel booking remains non-refundable.

Thank you for your time.

Sincerely,

Executive Offices
Initial Complaint
Date:05/27/2025
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.
Iwentto the Priceline site. i singed in.Many windows opened. i suppose as the windows open youy must sign in again. I booked a hotel and i dont know the trip or anything. because it wasn't signed into my account. i did call to cancel and complained but the rep said i wqs unable to cancel. althoug h i pai the $10 extra to be able to cancel if something went wrong... that was not right...$40 is for the $10 to be able to cancel and $30 becuse the room wouldve been that much cheaper..
***** ******* card ending in **** and book on may 23 2025
Business Response
Date: 06/04/2025
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 to cancel your reservation since you were not signed in to your account when you submitted your request. During the booking process, we stipulated the following cancellation policy in the Booking Conditions.

- This booking is fully refundable if you cancel before May 23, 2025, at 11:59 PM.
- This booking is Nonrefundable after May 24, 2025, at 12:00 AM.

Regrettably, your reservation remains non-refundable.

On the other hand, we can confirm that you added our Trip Protection through ****** (insurance provider). Kindly visit the link below to review the policy wording and coverage inclusions.

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

Thank you for your time.

Sincerely,

Executive Offices
Customer Answer
Date: 06/04/2025

Complaint: ********

I am rejecting this response because:
I got the reservation on the same day, which was the 24th the same day that I was about to check in is when I got the reservation and that’s the same day that I got the protection. The question is or my question is why would you have me pay for insurance to be able to cancel if I can’t cancel? Because if that’s the case, you should not have had a link on that page for me to pay for cancel Insurance if you know, I could not cancel on that same day?

Sincerely,

***** *******
Business Response
Date: 06/16/2025
Dear ***** *******,

We received your rejection.

Your Priceline trip insurance is designed to protect you for specific covered reasons as outlined in your policy. The insurance benefits apply only to certain situations listed in the coverage terms. We encourage you to review your policy details to better understand the covered reasons and how your protection works. You can review your coverage via the link below.

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

On the other hand, your reservation is subject to the Booking Conditions you agreed to during the booking process, stipulating the following cancellation policy.

- This booking is fully refundable if you cancel before May 23, 2025, at 11:59 PM.
- This booking is Nonrefundable after May 24, 2025, at 12:00 AM.

You booked your reservation outside the cancellation window. Regrettably, we cannot issue a refund for your booking.

Thank you for your time.

Sincerely,

Executive Offices
Customer Answer
Date: 06/17/2025

Complaint: ********

I am rejecting this response because: I’m not asking for a refund for the booking in which I stayed that night. I’m asking for my cancellation protection money to be returned to me because there was no such thing as I could cancel at all at all, but yet you charged me for this cancellation protection for Insurance.

Sincerely,

***** *******
Business Response
Date: 06/30/2025
Dear ***** *******,

We received your rejection.

We understand you're requesting a refund for your travel insurance. Regrettably, your travel insurance can only be canceled within 15 days of booking and before the travel date. Since your check-in date has passed, we cannot issue a refund for your travel insurance.

You can try contacting the insurance provider ******** ** ********************** to request a refund for your insurance coverage.

Thank you for your time.

Sincerely,

Executive Offices
Customer Answer
Date: 06/30/2025

Complaint: ********

I am rejecting this response because: it was on Priceline site in which I was given the option for the insurance… seeing that I was booking for the next day or that day, there should’ve never been an option for insurance….. knowing that I could not cancel, the option shouldn’t have been there at all

Sincerely,

***** *******
Initial Complaint
Date:05/23/2025
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.
Attempted to book a room through Priceline, order came back sorry room not available . Next day saw a charge on ******** credit card in the amount of $1033.98. I reached out to the hotel and was told they couldn’t talk to me as was a 3rd party booking, I notified Priceline of the error, called ******** and was told by agent ‘Luna’ not to worry was a denied charge! Well it became a charge and my problem as Priceline said it was confirmed. Even on producing the electronic receipt of denied booking Pricline and ******** response has been that of ******* *** ***** that you cannot cancel a booking! I did not receive a confirmed booking!! I have asked for the charge to be removed it has not and I just get a sorry hotel will not remove it. ‘ Radison Blu issued the denied booking as Room not available’how can there be a confirmed booking? This was supplied to me from Priceline.
Business Response
Date: 06/04/2025
Dear ****** ******,

Thank you for contacting us regarding your hotel reservation at the ******** *** ***** ******* for Request Number ********517.

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

We understand your concern about the confirmation of this reservation. Our records show that your booking was confirmed on February 26, 2025, at 8:29 AM, and the confirmation page was displayed after the booking was completed. As you booked a restricted rate, we contacted our travel partner to explore the possibility of an exception or refund. Unfortunately, this request was not approved. Regrettably, the charge remains non-refundable.

We were also notified by your bank on April 1, 2025, that you had disputed this transaction. This action has initiated a chargeback process between your bank and Priceline. As a result, all further communication regarding this matter must now be directed to your financial institution.

Thank you for your time.

Sincerely,

Executive Offices
Customer Answer
Date: 06/04/2025

Complaint: ********

I am rejecting this response because:

Sincerely,

****** ******
Customer Answer
Date: 06/05/2025
Priceline states that I received a confirmation on the transaction even though I supplied to them the denied transaction from the hotel, an electronic receipt . After the information supplied by them the time stamp of their confirmation is the same as the denied transaction I recieved., declaring the room was not available. It also shows the room type I am being charged for is not the same as I attempted to book, a Cozy vs. Standard. I authorized my credit card for the purpose of a transaction that was denied , it was for that 1 transaction only.
Business Response
Date: 06/18/2025
Dear ****** ******,

We received your rejection.

When you hit the "book my hotel now," you agreed to a prepaid, non-refundable reservation, as clearly stated during the booking process. The reservation was confirmed for a Standard Room, which matches your request.

Please be aware that your reservation has been fully prepaid to the hotel. Our ability to issue a refund is contingent on approval from our travel partner. Unfortunately, your refund request was denied, and as a result, the charge remains non-refundable.

Thank you for your time.

Sincerely,

Executive Offices
Initial Complaint
Date:05/23/2025
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 filing this complaint against Priceline regarding two separate hotel reservations that I was charged for but did not use, and for which I have not received a refund.
1. ******* ****** ******
• Merchant Name: PRICELN******** ******
• Transaction Amount: $445.56
• Transaction Post Date: April 5, 2025
• Issue: The hotel cancelled my reservation, not me. I’ve attached proof from ******* confirming this cancellation due to an overbooking error on their end. I was still charged and have not been refunded.
2. ******* ***
• Merchant Name: PRICELN******** ***
• Transaction Amount: $337.96
• Transaction Post Date: April 5, 2025
• Issue: I did not stay at the ******* ***. I stayed at the ******* *** from April 5–7, 2025. I can provide proof of this stay. Priceline has not issued a refund for this erroneous charge.

I feel taken advantage of and disappointed by Priceline’s unwillingness to do the right thing despite clear proof that I did not use these hotel reservations. I am seeking a full refund for both transactions totaling $783.52.
Business Response
Date: 06/04/2025
Dear ****** ********,

Thank you for contacting us regarding your hotel reservations for Request Numbers ********516 and ********518.

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

We understand that you requested a refund for these reservations. Our records indicate that for the Priceline Trip Number ********518, you previously requested to change the check out date. 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 charge of 337.96 USD is non-refundable.

Concerning Priceline Trip Number ********516, we have confirmed that the hotel canceled this reservation due to overbooking. We also see that you have disputed this charge. If the bank's investigation concludes in Priceline's favor, please provide us with an email confirming this outcome. Kindly attach the confirmation to your BBB complaint as a PDF or JPG file so we can review it further.

We apologize for the inconvenience and we look forward to hearing from you.

Sincerely,

Executive Offices
Customer Answer
Date: 06/04/2025

Complaint: ********

I am rejecting this response because: I did not stay at the ******* *** under Trip #********518 and instead stayed at the ******* *** from April 5–7, 2025, which I’ve provided proof of. I did not receive any services from ******* *** and should not be held financially responsible for a reservation I did not use.

While you mention a date-change request, that does not justify charging a customer for a stay they never used. My bank is currently reviewing this dispute and has requested supporting documentation, which I’ve provided, including:

Proof of my ******* *** stay
Confirmation from Priceline showing I checked out of ******* ***

Again, I respectfully request a refund of $337.96 for services not rendered.

Thank you for acknowledging that the ******* ****** reservation under Trip #********516 was canceled by the hotel due to overbooking.

I have already submitted proof of this cancellation to American Express, who is investigating the charge. If the dispute is incorrectly ruled in Priceline’s favor again, I will upload that documentation to this complaint as requested.

Given that the cancellation was on the hotel’s end and I received no service, I believe I am entitled to a full refund of $445.56 and ask Priceline to proactively resolve this matter.

Sincerely,

****** ********
Business Response
Date: 06/13/2025
Dear ****** ********,

We received your rejection.

Per the policy provided during the booking process, your reservation with the ******* *** * ****** ******* is non-refundable, regardless of whether it was used. Due to this restriction, we requested an exception from the hotel but did not receive approval. Therefore, we are unable to refund this charge.

Regarding your reservation with the ******* ****** ******, please attach the dispute result confirming that the case was closed in Priceline's favor to your complaint for further review.

Thank you for your time.

Sincerely,

Executive Offices
Initial Complaint
Date:05/23/2025
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 hotel stay at ******** **** ******* - ***** **** in the **** **** **** area through Priceline for March 18–21, 2025. Due to a snowstorm while driving from ********, I arrived late—around 1:00 a.m. on March 19. When I got there, the lobby was completely empty, and no one was at the front desk.
I called the front desk phone number and was told my reservation had been canceled because I hadn’t arrived before their “audit time.” Never received an email or any notice that it had been cancelled. The person who answered sounded like they had just been woken up. I was stranded in a city I’d never been to, and nearly had to sleep in my car. I eventually found another room at a Super 8 at around 4:00 a.m.
The next morning, I called the ******** **** hotel front desk and was told that someone should have been there to check me in. Despite this, I never received a refund for the $248 I paid. I have called both ******** **** and Priceline customer support at least 30 times since March. They have been no help. An ******** **** representative told me over a month ago that I would be sent an email confirming my refund, but I’ve received nothing.
I’ve now had to dispute the charge with my credit card company. My dispute was rejected as Priceline provided evidence of my confirmation #. I never stayed at the hotel as I was told my reservation was cancelled upon arrival. I’m simply asking for a refund for a service that was never provided. The handling of this situation has been incredibly frustrating and disappointing.

Desired Outcome:

I would like a full refund of $248. I also request written confirmation that my reservation was wrongly canceled and that I am owed a refund.
Customer Answer
Date: 05/29/2025
I was charged a $66 fee for missing the “audit time” by the ******** **** hotel. The image attached shows they refunded me the $66 fee. This image was recently emailed to me by an employee of the hotel. They refunded me because nobody was there to check me in the night I arrived and was told my reservation had been cancelled. However, Priceline has not refunded me the $248 I paid for the three-night stay. I have reached out to Priceline numerous times and they have been no help. It feels like I am having $248 stolen from me after being told my reservation was cancelled.
Customer Answer
Date: 05/29/2025
I was charged a $66 fee for missing the “audit time” by the ******** **** hotel. The image attached shows they refunded me the $66 fee. This image was recently emailed to me by an employee of the hotel. They refunded me because nobody was there to check me in the night I arrived and was told my reservation had been cancelled. However, Priceline has not refunded me the $248 I paid for the three-night stay. I have reached out to Priceline numerous times and they have been no help. It feels like I am having $248 stolen from me after being told my reservation was cancelled.
Business Response
Date: 06/10/2025
Dear ****** ********,

Thank you for contacting us regarding your hotel reservation at the ******** **** ******* ****** - **** **** **** - ***** **** for Request Number ********518.

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

We understand that the hotel canceled your reservation. Our records indicate that you only contacted us after midnight on your check in date. As stated on your itinerary, the scheduled check in time is 3:00 PM (Local Hotel Time). Our records indicate that you only contacted us after midnight of your check in date. Per the hotel's policy, they canceled your reservation as a no-show. We were able to reinstate your original reservation at 3:57 AM local hotel time on March 19, 2025, making it available for your use. However, we understand that you had already booked a new reservation by that time.

Given that the original booking was at a restricted rate, we did request an exception or refund from the hotel, but unfortunately, this request was not approved. Consequently, the charge for the original reservation remains non-refundable.

Thank you for your time.

Sincerely,

Executive Offices
Business Response
Date: 06/10/2025
Dear ****** ********,

Thank you for contacting us regarding your hotel reservation at the ******** **** ******* ****** - **** **** **** - ***** **** for Request Number ********518.

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

We understand that the hotel canceled your reservation. Our records indicate that you only contacted us after midnight on your check in date. As stated on your itinerary, the scheduled check in time is 3:00 PM (Local Hotel Time). Our records indicate that you only contacted us after midnight of your check in date. Per the hotel's policy, they canceled your reservation as a no-show. We were able to reinstate your original reservation at 3:57 AM local hotel time on March 19, 2025, making it available for your use. However, we understand that you had already booked a new reservation by that time.

Given that the original booking was at a restricted rate, we did request an exception or refund from the hotel, but unfortunately, this request was not approved. Consequently, the charge for the original reservation remains non-refundable.

Thank you for your time.

Sincerely,

Executive Offices
Customer Answer
Date: 06/13/2025

Complaint: ********

I am rejecting this response because:
The general manager of the ******** **** hotel has notified me that I should be refunded, and refunded me what they received from Priceline, as shown in the attachments. So Priceline is lying.
The check in time might be 3pm but I booked the reservation at 9pm on the night I was supposed to arrive. I got caught driving in a snowstorm driving through ******** into **** **** **** which is why I was not able to show up until an hour after midnight. They got over 6 inches of snow that evening. Flights get cancelled and other things happen. How is there not an accomodation for this? I have never seen such poor customer service in my life.

Sincerely,

****** ********
Customer Answer
Date: 06/13/2025

Complaint: ********

I am rejecting this response because:
The general manager of the ******** **** hotel has notified me that I should be refunded, and refunded me what they received from Priceline, as shown in the attachments. So Priceline is lying.
The check in time might be 3pm but I booked the reservation at 9pm on the night I was supposed to arrive. I got caught driving in a snowstorm driving through ******** into **** **** **** which is why I was not able to show up until an hour after midnight. They got over 6 inches of snow that evening. Flights get cancelled and other things happen. How is there not an accomodation for this? I have never seen such poor customer service in my life.

Sincerely,

****** ********
Business Response
Date: 06/20/2025
Dear ****** ********,

We received your rejection.

Please note that we have fully prepaid your reservation to the hotel and no refund has been received from them. Our ability to issue a refund depends on our travel partner's approval. However, since they denied our request, the charge remains non-refundable.

Thank you for your time.

Sincerely,

Executive Offices
Business Response
Date: 06/20/2025
Dear ****** ********,

We received your rejection.

Please note that we have fully prepaid your reservation to the hotel and no refund has been received from them. Our ability to issue a refund depends on our travel partner's approval. However, since they denied our request, the charge remains non-refundable.

Thank you for your time.

Sincerely,

Executive Offices

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