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:05/19/2025
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 through Priceline specifically because they promised a room with a jacuzzi or hot tub. Before confirming, they even called the hotel directly to verify that this amenity would be included with my booking. I trusted that information and completed the reservation based on their assurance.

When I arrived, the room did not have a jacuzzi or hot tub. Priceline failed to provide what was explicitly promised and refused to fix the issue, either by moving me to the correct room or issuing a full refund. Instead, they offered only a 20% discount, which doesn’t come close to resolving the situation.

This is a clear breach of contract — they advertised and confirmed a specific amenity as part of the service, and then failed to deliver on that promise. This wasn’t a simple misunderstanding; it was misrepresentation.

I have the recording of the booking with the sales agent when I booked
Clearly proving they did not fulfill consideration promised.
Business Response
Date: 06/01/2025
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 apologize for the inconvenience caused by not receiving the amenity you requested for your room reservation. Upon review, our records show confirmation from the property that they have a hot tub. However, we did not obtain information that the amenity in question is only available in specific rooms. As goodwill, we refunded $89.97 to the original form of payment used to make the purchase. Our system will process your refund within one business day. You may contact your bank directly to inquire about their posting time.

Thank you for your time.

Sincerely,

Executive Offices
Initial Complaint
Date:05/19/2025
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 regularly use Priceline, and I booked two hotel rooms for a business trip and they were non-refundable. I was prompted, but Priceline to purchase trip cancellation insurance which I did.
- In this process, Priceline used deceptive marketing. In bold print it stated, ADD TRIP PROTECTION, A lot can happen on your trip - protect yourself against the unexpected. Trip Cancellation or Interruption: Get up to 100% of non-refundable trip costs reimbursed due to covered illness, injury or more!

You choose the add insurance option and it takes you straight to the cart. You are not prompted to learn that you have to have COVID or MAJOR medical illness to get the refund.

There are no disclaimers to sign off on on the terms of the insurance.

I am attaching a screenshot because the way they put this on the screen is deliberately deceptive.

If this cannot be resolved, I am prepared to file a complaint with *** and the ***.

I would be fine with an account credit for future travel.
Business Response
Date: 05/29/2025
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 you wished to cancel your reservation. As your booking was made under a restricted rate, we contacted the hotel to explore the possibility of an exception or refund. Unfortunately, we were not granted approval, and therefore, the reservation remains non-refundable.

For inquiries about your travel insurance coverage, please contact ************ directly.

Thank you for your time.

Sincerely,

Executive Offices
Customer Answer
Date: 05/30/2025

Complaint: ********

I am rejecting this response because they did not even read the language in my complaint. I might just have to file a complaint with them with federal agencies for batting and false advertising of The trip insurance coverage. Clearly they don’t even care. This was an AI generated response on their part.

Sincerely,

***** *******
Business Response
Date: 06/09/2025
Dear ***** *******,

We received your rejection.

We understand your disappointment with our inability to provide a refund. During the booking process, the cancellation policy for this special discounted rate was clearly stated as "non-refundable."

For detailed explanation to your travel insurance coverage, please contact ************ directly.

Thank you for your time.

Sincerely,

Executive Offices
Initial Complaint
Date:05/19/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a car rental for ****** rental on Priceline website. I also purchased Collision damage coverage. When I get to ****** to pay for my rental, I let them know that purchased Insurance already from Priceline when I made the reservation. I was advised by ****** that Insurance would not cover the rental and in order for my rental to be covered I would need to use my own Insurance or purchase Insurance from them. I had no choice but purchase insurance at $49 per day. Now I feel like I paid for double coverage that I did not need!! Had I known this Collision damage coverage that I purchased from Priceline would not cover my rental I would have never purchased it. I called to get my money back and was told since I didn't cancel within 72 hours I could not ger a refund. I'm asking for my $52 to be refunded!!!!
Business Response
Date: 06/01/2025
Dear ******** *****,

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

We are writing in response to your Better Business complaint.

We understand you requested a refund for our Collision Damage Protection after ****** Rent a Car refused to honor our coverage. Please note that our Collision Damage Insurance is valid and the counter agent may have made a mistake in upselling a different coverage. Per review, our records show that you contacted is on May 19, 2025, at 10:10 AM EST, past the 72-hour CDP cancellation window. Nevertheless, we will issue a refund for our insurance charge, as an exception. e can reimburse you via ******, *****, or Check. Below are the refund options and the information we need to process your reimbursement.

******
- Birthdate
- Email Address associated with ****** account

*****
- Date of Birth
- Phone Number associated with ***** account

Check
- Mailing Address

Thank you for your time, and we will wait for your rejection with your preferred refund option.

Sincerely,

Executive Offices
Initial Complaint
Date:05/19/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased insurance through Priceline for my rental car but got charged again for it at the rental facility. I didn’t realize until I asked for an itemized receipt from the facility. I called the rental facility and was told they could not refund it since it was used. I called Priceline and they said per policy they could not refund it even though it was not used
Business Response
Date: 05/28/2025
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 understand you requested a refund for our Collision Damage Protection charge. Per review, our records show that you called us regarding your concern on May 18, 2025, past the 72-huor cancellation window for our coverage. Regrettably, our Collision Damage Protection remains non-refundable.

Thank you for your time.

Sincerely,

Executive Offices
Initial Complaint
Date:05/19/2025
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.
am writing to raise a concern regarding my recent booking (Priceline Trip Number: **********5-17) for a ******* flight from *** to *** on May 18, 2025. The total charge for this booking was $550.00, which included $198.00 in baggage fees.

According to the booking confirmation on my Priceline app, the itinerary clearly states that both passengers — ******* ***** and ****** ***** — were each allotted 2 checked bags, totaling 4 checked bags for the reservation.

However, when I contacted *******, they informed me that their records only show 1 checked bag per passenger, for a total of 2 bags. This contradicts what I paid for and what was confirmed in my Priceline itinerary.

This discrepancy has caused significant inconvenience, and I am being asked to pay again for the additional bags that I have already been charged for. This is both frustrating and unfair.

To assist in resolving this issue, here are the key details:

Transaction date: May 9, 2025
Amount paid: $550.00 (includes $198.00 for baggage fees)
What was promised: 2 checked bags per passenger (total 4 bags)
Nature of dispute: ******* only received info for 1 bag per passenger. And that too, only of second baggages per individual (which indicates again that I paid 2 per each)
Resolution requested: Immediate correction of the baggage allotment or a refund of the bags I am being asked to pay again
Please advise as soon as possible how this will be resolved. I have attached screenshots for reference.

Sincerely,
******
Business Response
Date: 05/28/2025
Dear ****** *****,

Thank you for reaching out to us regarding your ******* Airways reservation, Trip Number ********517. This message is in response to the complaint you filed with the Better Business Bureau.

We understand your request for a refund of the baggage fees. Please note that your case has been escalated to our Executive Office and is currently under review by one of our specialists. We will contact you as soon as a resolution has been determined.

We appreciate your patience and understanding during this process.

Sincerely,
Executive Offices
Customer Answer
Date: 06/05/2025
***** ** ******************
***** ********** **** ** **** **** **
*** ********** ***********************
******** *** *** **** * *** ******* **** *** ******* *********** ********* ********* *********

No its not resolved!

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

We would like to extend our sincere apologies for the delay in our response, and thank you for your patience.
Our team has reviewed your case in coordination with the airline. We have been advised that a refund for the second checked bag cannot be issued. The airline confirmed that the original fare did not include any checked baggage. However, the $198.00 paid at the time of booking covered the first checked bag per passenger.
The charges incurred at the airport were for the second checked bag per passenger, which is subject to additional fees based on the airline’s baggage policy. As these charges are consistent with the fare rules, the airline will not provide reimbursement, and therefore, we are unable to process a refund on our end.
We regret any inconvenience this may have caused and appreciate your understanding.

Sincerely,
Initial Complaint
Date:05/19/2025
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.
March 16th to March 17th booked a room at ** ****** *** in ** ***** **. I decided to stay one more day on Priceline website by my 1st reservation there was a paragraph asking if I wanted to EXTEND my stay at ** ****** ***. I clicked the box to extend my reservation for March 17th -march 18th. And it said extend reservation not make a whole new reservation. The deposit at ** ****** in $100. I assumed because I was extending my reservation not making new one that the $100.00 deposit would be moved to the March 17th reservation since to me it was same reservation. When I notified front desk that I extended my stay they looked in computer and the reservation came across as new reservation which means I would have to check out them check in pay another $ 100 deposit which I did not have because once again I assumed the previous night deposit would extend to stay. I contacted Priceline customer service explained how I felt decided by there misleading and outright lies of extending room when it is actually a new reservation. I told them I didn't have additional 100. I don't drive had my belongings in room and If I.didnt have deposit I was being kicked out of room. Customer service a man said Priceline fulfilled their part booked my room on date requested. Took no responsibility for misleading information on website. So I am requesting full refund since I was mislead and have no place to stay due to Priceline outright lying to their customers
Business Response
Date: 05/29/2025
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 you were not allowed to check in without providing a security deposit. We contacted the hotel property, and the Front Desk Agent confirmed that the reservation was indeed used. According to the information we received, you stayed in room 423, the same room you occupied on a previous stay. We were also informed that the reservation was charged, and as such, it remains non-refundable.

Thank you for your time.

Sincerely,

Executive Offices
Initial Complaint
Date:05/19/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a room for the ***** *** in ******* **** ********, the website rerouted me and booked me for ***** ***n in **********. I immediately noticed this error and tried to change it. They wouldn’t let me correct their own error, would not cancel my reservation and stalled me for a month and didn’t even offer me a phone, they just had some one slip me an email stating they can’t get in touch with anyone at the hotel so no refund is issued. So basically all the management had to do it hide , so Priceline callus hide behind so no refund policy. This has to be a pattern of a bigger scam
Business Response
Date: 05/29/2025
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 requested a refund for your reservation due to the wrong city. Upon review, your contract indicates that you booked a room at the ***** *** in *********, ********. During the booking process, we stipulated in the Booking Conditions that this reservation is Non-Refundable and cannot be amended or modified. We made multiple follow-ups to our booking partner for an exception. However, we did not obtain approval to process a refund since the property tagged you as a No-Show. 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
Customer Answer
Date: 05/29/2025

Complaint: ********

I am rejecting this response because: You can’t hide behind a policy you wrote especially if your website is r stable. Secondly my refund request is rejected because I was marked as a no show? I live in ********, and I stated this plenty of times. I had to constantly repeat myself because no one at the company listened to my issue in it a entirely

Sincerely,

********* ******
Business Response
Date: 06/08/2025
Dear ********* ******,

We received your rejection.

Our records confirm that you booked your room at the ***** *** in *********, ********. We wanted to take a moment to remind you of the importance of thoroughly reviewing your hotel reservation, including the address, cancellation policy, and other pertinent information, before finalizing your booking. Customers are responsible for reviewing the reservation details before submitting the request.

Additionally, your reservation falls under the non-refundable policy, which you acknowledged at the time of booking. Regrettably, your reservation remains non-refundable.

Thank you for your time.

Sincerely,

Executive Offices
Customer Answer
Date: 06/09/2025

Complaint: ********

I am rejecting this response because:

I selected a hotel in ******* **** ********, the website had some glitch and booked me for **********, I immediately tried to contact/cancel/change this booking. Just like the laziness they have been showing during this process, they did nothing. I say lazy because instead of doing something about it , you keep showing me a damn non refundable policy.

Sincerely,

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

We received your rejection.

We understand that you are not satisfied with the resolution that we provided. Based on our previous correspondence, we ensured that no part of your issues was overlooked in hopes of a favorable resolution. Your reservation falls under the non-refundable policy, which you acknowledged at the time of booking. Regrettably, your reservation remains non-refundable. Unfortunately, there is none we can add to what we stated in our previous correspondence.

We are sorry we did not provide you with the answer you are looking for, and we thank you for your time.

Sincerely,

Executive Offices
Initial Complaint
Date:05/19/2025
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 writing to formally request a reimbursement for an issue I encountered with a recent car rental reservation made through your website.

On May 16, II reserved a rental car through Priceline, which confirmed a reservation with ******** *** ******. Upon arrival at the ******** counter, I was informed that they were sold out and unable to honor my reservation. The ******** representative also stated that Priceline should not have confirmed the booking, as no vehicles were available.

As a result, I was forced to visit every other rental counter at the airport and ultimately secured a vehicle from ***** at more than double the original price. I had no choice but to pay $412.53 to obtain a car, as I was left without transportation due to this error.

Priceline, acting as the booking agent, failed to ensure that my confirmed reservation could be fulfilled. I am requesting a reimbursement of $412.53 to cover the additional cost I was forced to pay because of this failure.
Business Response
Date: 05/29/2025
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 apologize for the inconvenience caused by an issue with vehicle availability at the ******** *** ****** counter. Our system confirmed your request based on the available inventory we received from ******** *** ****** on your selected rental dates and times, and we have not received a notification from our rental partner regarding vehicle shortage on your scheduled pick-up date and time. For us to assist you, please send us a copy of the Final Receipt for your new reservation for our review.

Thank you for your time, and we look forward to your response.

Sincerely,

Executive Offices
Initial Complaint
Date:05/19/2025
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.
Dear Priceline Customer Service,

I am writing to you as a member of Priceline - username email : ****************** . associated with my name *** ****** *********. On May 14th, I made a reservation through your website for a one-night stay at the ******* *** ******* in *********. My Priceline trip #:
*********15-17
Confirmation #:
*********

After receiving confirmation of the reservation, I contacted the ******* *** ******* directly to inform them of our late arrival, which was expected to be after midnight. A hotel representative confirmed the reservation and noted our updated arrival time.

To my great disappointment, when we arrived at the hotel at 2:00 AM, we were informed that the hotel was fully booked and they were unable to accommodate us. Instead, they directed us to another hotel called ******* ****** ********* Airport - BNA, located **** *** **** ***** ********** ** *****
It is important to note that the ******* ****** is a significantly lower in standard than the ******* *** ******* that I booked and has a considerably lower rating. In reality, our stay at the alternative hotel was indeed of a lower standard and did not meet our expectations from the original booking.

Being moved to a different hotel at such a late hour of the night caused us significant distress, unnecessary inconvenience, and deep frustration. Not only did we not receive the service and standard we had planned for and paid for, but we also had to deal with discomfort and uncertainty at a difficult time.

I request appropriate compensation for the inconvenience, the trouble, and the significant difference in the standard of the hotel we received compared to the hotel I booked and which was confirmed by both yourselves and the hotel itself. I expect to receive a response from you promptly and a fair resolution to this matter.

Sincerely
*** *********
Business Response
Date: 05/29/2025
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 your hotel was overbooked. Upon contacting the property, they confirmed the overbooking and informed us that you were successfully reaccommodated at the ******* ****** ********* Airport. This hotel also holds a 2.5-star rating, consistent with your original booking.

As a valued customer, we have processed a refund of 20% of your reservation cost, amounting to $20.19 USD. Our system processes refunds within one business day. You may contact your bank directly to inquire about their posting time.

We sincerely apologize for any inconvenience this overbooking may have caused. We hope this resolution is helpful.

Sincerely,

Executive Offices
Customer Answer
Date: 05/30/2025

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:05/19/2025
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.
the hotel is under construction and we can't check in. the hotel asked us to contact priceline to cancel the order. but priceline won't do it.
Business Response
Date: 05/29/2025
Dear *** **,

Thank you for contacting us regarding your reservation at the ***** * ** ******* ******* for Trip Numbers ********517 and ********517.

We are writing in response to your Better Business complaint.

We apologize for the inconvenience caused by the ongoing construction work when you arrived for check-in. Our records show we canceled your bookings on May 18, 2025, and processed two refunds of $129.97 ($259.94) to the original form of payment used to make the purchase. Our system will process your refund within one business day. You may contact your bank directly to inquire about their posting time.

Thank you for your time.

Sincerely,

Executive Offices

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