Complaints

This profile includes complaints for Priceline.com LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Priceline.com LLC

  800 Connecticut Ave Norwalk, CT 06854-1631

  
• 

  Priceline.com LLC

  Norwalk, CT 06854

  
• 

  Priceline.com LLC

  800 Connnecticut Avenue Norwalk, CT 06854

  
• 

  Priceline.com LLC

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

  
• 

  Priceline.com LLC

  5 High Ridge Park Stamford, CT 06905

  

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:06/05/2023

  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.

  Booked a hotel due to ******* ***** ** *** on May 26, 2023 at ****** *****. My brother passed later that night so i needed to get back home due to being in the ****. I checked out of the hotel and requested refund for remainder of stay due to the circumstances involved. Priceline kept basically yanking me around saying they couldn’t get ahold of the hotel, when I spoke to the hotel and they said they would issue refund but Priceline had to initiate. And I called the hotel multiple times and someone always answered. But Priceline says they cannot now issue the refund. I’ve been trying since early May 27 to get this resolved via phone calls
  
  Also they won’t correct and update my email address so I cannot get ANY documentation.
  
  I will not pay for a hotel I didn’t stay in.

  

  Business Response

  Date: 06/15/2023

  Dear ********* ******,
  
  Thank you for contacting us regarding your reservation at the ************ ***** * ****** for Request Number *********17.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that you requested to cancel the reservation due to the death of a family member. We are sorry to hear about your loss. Since you booked a restricted rate, we contacted the hotel to request an exception or a refund but did not obtain approval. Our ability to refund depends on our partner hotel's willingness to refund us. We received an email from Jennifer M****** (General Manager) on Jun 5, 2023, advising that they did not offer you a refund. Our cancellation request was also not approved. We regret to inform you that your reservation remains non-refundable.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:06/05/2023

  Type:Sales and Advertising 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.

  June 4th I purchased plane tickets for my brother and his Girlfriend to go to *** ***** through Priceline. I talked to an agent, He said for the price of $1,432.20 the benefits he could give me was more leg room, a carry on back and seats together garneted. I thought it was a great deal so I bought it. I noticed later before the payment went though that he kept saying economy flat. So I questioned it. I sent him an email back asking if it was regular economy because the price on ******'s website showed a big price difference. Mr. H***** called me right away and said again. For the price I'm paying it a great deal because I'm getting extra leg room, seats together and a carry on bag. Mr. H***** said he would call me back to pick seats. As we are picking seats, Mr. H***** is picking basic seats as this was for the same question I asked him in the email. It make no sense to pay more money with him even after questioning it in an email about the higher price unless I was getting a better deal. Mr. H***** scammed me so he can make a bigger commission . When I questioned him. He denied everything. I asked him if the calls were recorded so Someone can go back and look. He said yes. I tried getting a hold of the managers at least 3 times but every time I call I get the run around from agents and transfers or people telling that they can not find my order.

  

  Business Response

  Date: 06/08/2023

  Dear ****** ****** ******,
  
  We are writing regarding your complaint from the Better Business Bureau. We are deeply sorry to hear about your experience. 
  
  Our record shows that there is no active flight reservation under your name. We were also able to verify that there is no one from our end named Mr. H******
  Since we did not charge you for any booking, we suggest contacting your bank directly for a possible dispute. 
  
  We are hoping for the best. Stay safe!
  
  Sincerely,
  Executive Offices

• Initial Complaint

  Date:06/05/2023

  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.

  i booked car rental in ****** on 5/6/2023 through pipeline, confirm number ***********, for the total price of $470 due at the time of pick up on 5/22/2023 in ******** ******, when i picked up the i was asked if i want to purchase the total damaged coverage for $10 a day and theft protraction for $5 a day, i choose the total damage coverage and declined the theft protection, when i returned the can on 6/1/2023 i was charged $27 a day for the insurance coverage and $5 a day for theft protection, the person at the counter refuse to to explain the charges and told me the i sign the contract when i picked up the car, he did not spoke English. i was over charged $220 from what i was quoted,

  

  Business Response

  Date: 06/15/2023

  Dear ******* *****,
  
  Thank you for contacting us regarding your rental car reservation with ***** *********** for Trip Number *********18.
  
  We are writing in response to your Better Business complaint.
  
  We understand the counter billed you a higher amount for the coverage you accepted and charged you for the Theft Protection you declined. We are currently in contact with ***** *********** for the resolution of your complaint. 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: 06/16/2023

  
  
  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:06/05/2023

  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 a flight from PRICELINE on my phone app last early this morning. It was an express deal at a price of $236.00. The express deal stated that it would be a morning takeoff with up to 0 - 1 stops and maximum 3 hour layover. I purchased the express deal and when I got my itenary it said a 9:05a morning departure which was great and then a connecting flight in ********** **, but that
  my next flight would be at 10:54pm almost 10 hours later. It was 1:30am in the morning when I booked it so I figured I would deal with in the morning. I got checked in through security and custoers about 4:30am and when I got to my gate before my first departure I tried the online chat but it was automated and they wanted to schedule a call but I had to get on my first flight, I did ask at the check in if I could change my second flight and they said since it was *** ****** and they handed it off to ******, I would have to talk to *** ***** or Price LIne. I called Price Line when I landed in ********** ** and all they wanted to do was blame me for 2 hours for not calling them right away and telling them I did not like the itenary. I paid and followed my end of the deal they said maximum 3 hour delay and they basically just said it was my fault and nothing they could do.
  
  Let me know what else you might need? Note that the screenshot is of an express deal the next morning because I never thought I would have to screenshot before I bought because I trusted them to follow through but all express deals say 3 hours max layover and on my iteneary it says nothing about calling if you are not happy with the layover time or flights and it says non refundable all over that and all other paperwork. They took my money and did not deliver as contracted.
  
  Thank you, *******

  

  Business Response

  Date: 06/15/2023

  Dear ******* ********,
  
  We are writing regarding your reservation with *** ****** for Trip Number *********96.
  
  We reviewed your case as well as the contract page presented upon purchase. You have an express deal reservation. The disclosed information on the contract page matches your confirmed itinerary. Unfortunately, we're unable to take any action as you called us in the middle of your flight. We can only take action prior to your flight departure. We are sorry that there is nothing we can add to this.
  
  We hope to have the privilege of serving your future travel needs under more pleasant circumstances. Stay safe!
  
  
  Sincerely,
  Executive Offices

• Initial Complaint

  Date:06/05/2023

  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 date of the transaction was May 18, 2023 for a hotel booking from September 8 2023 to September 11 2023. It was not clearly stated that the check in age was 21+. I called the hotel, and they do cancellations with refund, but they don’t have approval to refund me because I booked through Priceline. I booked so much ahead of time you would think that I’d be able to cancel it, but I called them, and they never ever let me speak to a live agent. That’s simply not an option, they only appear to have virtual or bot assistance, through any number whether it’s their regular customer service number or their office number.
  
  I won’t be able to show up to my hotel and check in because me and my boyfriend will be 19 and 20.
  The trip number through Priceline is *********18. The confirmation number is *********. I went on their ******** page and although they don’t care I have seen other complaints in the comments on how this company is stealing money and offers no resolutions. I inquire you to even try calling them yourself there are no options to speak to a real live agent. They know what they’re doing.

  

  Business Response

  Date: 06/15/2023

  Dear ****** *****,
  
  Thank you for contacting us regarding your reservation at the *** **** ***** ****** * ***************** for Trip Number *********18.
  
  We are writing in response to your Better Business complaint.
  
  We understand you requested to cancel your reservation due to age restrictions. During the booking process, we stipulated in the Booking Conditions that guests under 21 years old are only allowed to check in with a parent or official guardian or with a valid military ID.
  
  Nevertheless, our records show that we canceled your reservation and refunded $352.56 on June 05, 2023, to the original form of payment used to make the purchase. Our system processed your refund within one business day. You may contact your bank directly to inquire about their posting time.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:06/05/2023

  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.

  Somehow when I made a hotel reservation, their website made the wrong hotel booking and used a “flash deal” button on the same page as my confirmation page and I thought I made my reservation with a specific hotel, only to find out my reservation was sent to another hotel.
  I need a refund and Priceline says that hotel is non refundable and non transferable

  

  Business Response

  Date: 06/15/2023

  Dear ******* *********,
  
  Thank you for contacting us regarding your reservation at the S**** * ** ******* ******* **** for Trip Number *********17.
  
  We are writing in response to your Better Business complaint.
  
  We understand you requested to cancel your reservation for receiving a different property. Upon checking, your name does not match the reservation holder's name. To maintain the security of our customers' records, please provide us with the following information.
   
  - Reservation Holder's name.
  - Relationship with the Reservation Holder.
  
  Thank you for your time, and we look forward to your response.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:06/05/2023

  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 room with Priceline/***** booking for a total of $211. 97 on 4/13/2023 at ******* ******. **** **** ******** **** ** ******* ** ***** ###-###-####, However when I reached the hotel, I noticed that the hotel is under construction which caused many of their amenities to be closed. The room we where assigned to was where the actual construction was in progress. I immediately inform the hotel of my son's medical condition. The hotel manager was very nice and agreed to refund my total payment. The manager also call another ******* ***** that wasn't under construction. My family and I then transferred to the alternative ******* ***** located in ****** ** in which I had to pay an additional full price to stay at their ******** location. The manager Rene Cortez emailed Priceline / ***** to confirm my refund. However, Priceline/ ***** refuse to return my funds from the refund that was issued form ******* ******.

  

  Business Response

  Date: 06/17/2023

  Dear ******* ******,
  
  Thank you for contacting us regarding your reservation at the ******* ****** ** ****** ***** *** ********************* ******* ***** for Request Number *********16.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that the hotel offered to refund your reservation. 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

• Initial Complaint

  Date:06/05/2023

  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 had to cancel my rental of $115.88 on 5/13/23 because when I got to the counter at the airport it was closed prior to the regular 6PM.
  I was also told by the agent that all cars were sold out so he had to close so I had to rent a car from another agency and I ended up paying twice as much for the car $210.60. I called priceline and was sent an email with the link to fill out theIir form to receive a refund.
  Below is their response:
  
  Dear *******,
  
  Thank you for your email.
  
  We understand that **** **** * *** was unable to accommodate this booking due to a vehicle availability issue. We received your ******** receipt, and it shows that you rented a Full-size car. However, as stated in our initial email, "to be eligible for the refund of the difference, your new rental reservation must be for the same car class as the original reservation and the same number of rental days." Therefore, we are unable to issue a refund.

  

  Business Response

  Date: 06/19/2023

  Dear ******* ********,
  
  Thank you for contacting us regarding your rental car reservation with **** **** * *** for Trip Number *********16.
  
  We are writing in response to your Better Business complaint.
  
  We apologize for the inconvenience caused by an issue with vehicle availability at the Avis counter. We have submitted a check request of $83.02 for the rate difference to our Management Team for processing. You can expect a check for this amount mailed to *** ****** **** ***** ******* ** *****, within 15 business days.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 06/22/2023

  
  
  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:06/05/2023

  Type:Sales and Advertising 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 used priceline express deal which was for a 3 star hotel in ******* ******. Upon arrival it was obvious the ******* motel they put me in was not 3 star and their own employee's and website both confirmed this was a 2 star. I called and asked to be allowed to switch my reservation and even pay the difference to an actual 3 star where I normally stay at the ****** ****** *** which they also claim is a 3 star and it is. ******* had no amenities compared to ******, bad location next to airport, and room smelled bad. I was on the phone for a total of just under 3 hours when I realized nothing would happen. Priceline customer service is a joke and this experience will keep me from ever using priceline again. Below is a picture of ******* hotel with it clearly saying 2 star hotel.

  

  Business Response

  Date: 06/16/2023

  Dear **** ******,
  
  Thank you for contacting us regarding your reservation at the ** ***** ************** ** for Request Number *********17.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that you requested to cancel the reservation because it is not a 3-star hotel. This hotel is rated consistently as a 3-star property on our competitor's websites, and we stand behind our star rating for this hotel. Please be advised that not all hotels with the same star level offers the same amenities. We disclosed the guaranteed amenities available at this hotel during the booking process. We confirmed with Eddie (Front Desk Agent) that you used the reservation, and they did not receive any complaints during your stay. Regrettably, we cannot issue a refund.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:06/05/2023

  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.

  Good morning,
  TICKETS PURCHASE ONLINE 04/23/23 with option to MODIFY since this was a FAMILY EMERGENCY
  My sister ******** who reside alone in ***** was diagnosed with Cancer no one was being able to attend her need since she is single.
  Below are the name of Priceline agent I received emails from never a call back
  
  Steven
  Your personal manager:
  *********************************
  *******
  Customer Experience Team
  
  Talked to your agent Didier and supervisor Ashley B**** *******
  
  I contacted the insurance company ****** ***** ********* ******* and with ******* airlines they were willing to change my travel  date to the 31st. Since I live in ** and my sister is the hospital in ***** related to her bone marrow cancer and I need more time to stay with her she is alone in *****. All I was asking is to change my return to May 31 ATravel guide insurance and ******* airline were willing to with an additional $250.00 but needed Priceline to release the “block”  so they can make the changes.Priceline never release the block their arguments they could not locate my Trip number a copy of the itinerary was sent to AIG with my sister hospital stay letter. I had to paid to go to the airport trying to solve the issue with ******* Airlines but the agent said that Priceline Block the ticket
  I waited more than 1 hour and 1/2 on the phone. 
  Talked to your agent Didier and supervisor Ashley B**** ******* who couldn’t locate 
  my booking référencé ******* please see attached 
  My Priceline trip ***********
  My ******* airline ******
  
  Email from Priceline on Wednesday
  Modify but must paid $1,152.00
  
  Email from PRICELINE 5/18
  Must pay $689.00 return 6/1
  
  I have emails upon request i had to purchase a new ticket with French bee with is also enclosed thanks for your help

  

  Business Response

  Date: 06/18/2023

  Dear ***** ****** *******,
  
  
  Good day! Thank you for contacting us. We forwarded your concern to our Travel Experts that handle your reservation. We requested they respond to you directly for a resolution after they review your case, usually in 5-7 business days.
  
  
   
  
  We appreciate your time. Stay safe and healthy!
  
  
  
  
  Sincerely, 
  Executive Offices

  Customer Answer

  Date: 06/19/2023

  
  
  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,
  
  
  
  ***** ****** *******

  Customer Answer

  Date: 07/06/2023

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

  Complaint ********

   

  Good morning I never heard from the insurance company instead I got this mail from Priceline I went to the airport on 05/20 and ******* airlines called them numerous times to change the date they refuse to unblock the ticket. I never heard from the insurance company. Just the below from Priceline.Can you please assist I really need to be reimbursed thanks 

  

  Business Response

  Date: 07/10/2023

  Dear ***** ****** *******,
  
  
  Thank you for getting back to us.
  
  
  We followed up with the Travel Specialists that reviewed your concern, and here's what they said:
  
  
  "We acknowledge the customer's demand to receive a refund, however, we will not be able to fulfill the request.  Based on the timeline of the events, the customer wanted to voluntarily exchange the return flights and move them at a later date. In response, our service team provided the option with the price quoted, but the traveler did not agree to the price difference and as a result no changes were made.  Instead, the customer booked a new one way flight for the return via the web since it was a cheaper discounted fare and is a no-show for the original reservation. The traveler seeks a partial refund but unfortunately, it is not allowed per the fare rules, only changes are permitted against the airline penalty and no-show fee. As an alternative, the customer can be provided with the partial tax refund. According to the logs, we tried to reach the customer and further explain the situation, but it was voicemail. There was no block on the ticket, the carrier had all the power to make any changes. With that being said, we sympathize with the traveler's situation, but from our end assistance was provided per the protocols. We can only apologize for being unable to provide a cheaper option."
  
  
  You may want to contact our Travel Specialists department at ###-###-####.
  
  
  We appreciate your time. Stay safe and healthy!
  
  
  
  
  Sincerely,
  Executive Offices