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 Avenue Extended Norwalk, CT 06854

  
• 

  Priceline.com LLC

  800 Connecticut Ave. Norwalk, CT 06854

  

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:05/05/2023

  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.

  We purchased airline tickets from PriceLine.com on Dec/14/2022 through a live agent (Justin) for flights to ***** and back. Our departure was on March 25,2023. Justin sent confirmation email December 14,22. We had paid another company for a tour of Japan starting on March 26th 2023.
  For some reason, our credit card company considered it to be a fraudulent transaction. We talked to our credit card company and told them that this is not a fraudulent transaction. They confirmed with an email on Jan/19/2023. This email WAS FORWARDED TO JUSTIN. Pasting that email here.
  "We’ve closed the outstanding dispute(s) on your ****** ******** ***** account. We’re confirming that you no longer dispute the following charge(s):
  Merchant Transaction Date Amount PRICELINE FLIGHTDEALS *********** ** *2/14/2022 $2597.36."
  On March 24th (the day before our flight of March 25th 2023), we got a call from Priceline that Priceline has cancelled all our flights. Priceline told us that day that our flights were cancelled by Priceline because there was a complaint of fraud on the transaction. We told them that that had been resolved and we had send a confirmation email from our credit card company (****) to Priceline (Justin).
  We were left in a limbo. We had no choice but to purchase new tickets from another company at a much higher price.
  We want to get a full refund from Priceline of $2597.36 and also warn others not to ever deal with PriceLine.
  We tried to resolve the issue with Priceline. Priceline says that the tickets we purchased from Priceline were non-refundable. But, they are the ones who cancel our tickets, not us. They must give a full refund.

  

  Business Response

  Date: 05/18/2023

  Dear ******* *****,
  
  Thank you for contacting us. We are writing in response to your Better Business Bureau complaint.
  
  We forwarded your concern to our Travel Services Department, which handles your booking. They will reach you directly for resolution in 5-7 business days.
  
  We appreciate your time. Stay safe and healthy!
  
  
  Sincerely,
  Executive Offices

• Initial Complaint

  Date:05/04/2023

  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 was booking a room for hotel this evening. There was no mention that this was through Priceline. They put and additional 75.00, they have deceptive practices. You are unable to talk to anyone. They gave me different numbers to call, to no avail. They intentionally inconvenience you. I was on the phone with them ten minutes after booking. I had to find out from the hotel that this was Priceline. Thank you in advance for any assistance you can provide me with.

  

  Business Response

  Date: 05/17/2023

  Dear ****** ****,
  
  Thank you for contacting us regarding your hotel booking
  
  We are writing in response to your Better Business complaint.
  
  As we understand, you incurred an additional charge of $75 for your reservation. To address your complaint, kindly send us a copy of your Confirmation Email or provide us with your Priceline Trip Number or Confirmation Number, with the name of the property and check-in and check-out dates. You may attach the document when you respond to your BBB Complaint.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:05/04/2023

  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.

  Trip to ***** from *** ********** **
  
  Booked trip through Priceline on Sunday November 6, 2022 @ 8:36pm, Trip # ************16. Issue is not receiving a refund for flights which includes two round trip tickets. I missed my flight due to my own personal issues, I called and tried to reschedule however Priceline cancelled my trip and would not release the reservation until I paid a no show fee which I paid directly to *** airlines. I've constantly called Priceline weekly regarding a refund, the amount they've listed is 574.43 per ticket and have been giving me the run around with various escalation transfers and informing me that I will receive a phone call back with resolution, I have not been able to resolve anything with Priceline. Today in my call I spoke with Lawrence employee # *******, he informed me that it's out of Priceline's control as only a 3rd party consolidator can provide the breakdown and refund amount. I explained that I have been trying for over a month, he advised there is nothing they can do but continue leaving messages for the consolidator.

  

  Business Response

  Date: 05/17/2023

  Dear ****** ******,
  
  Thank you for contacting us regarding your *** ******* tickets with Trip Number ***********. We are writing in response to your Better Business Bureau complaint.
  
  We are sorry for the refund delay. We are glad to let you know that a refund of 739.35 USD per ticket (a total of 1478.70 USD) was processed today, May 17, 2023. We process refunds in one business day and posting depends on your bank's processing time.
  
  We hope to have the opportunity to regain your confidence in booking with us in the future when you have travel planning needs. Stay safe and healthy!
  
  
  Sincerely,
  Executive Offices

  Customer Answer

  Date: 05/22/2023

  
  
  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 although not for the full amount or including taxes and fees.

  I've waited 2 months for a resolution and will take this and cut my losses.

  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:05/04/2023

  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.

  We booked a vacation package, the hotel was not how we expected it to be, we left the hotel the same day and they front desk and manager, because we used Priceline as a 3rd party for the reservation, they will be the ones processing the refund.
  I've contacted Priceline 3 times and they keep giving me the run around with the excuse that they can't get in touch with some one at the hotel, they put me on hold while they call and that is there way of handling the verification.
  I asked for a manager, they send me to a senior agent, when I asked for a direct phone number, I'm told they don't have one. I contacted the hotel and the next day, they sent me my invoice after I explained I need it for Priceline to get my refund, the total $0.00 .
  It was that easy for me to get that invoice, yet Priceline for 2 months has not been able to communicate with the Hotel.
  
  Their tactics are unprofessional and puts all the burden on the customer.
  They are the partners with the hotel, they should have a direct line of communication, instead of the supposed phone call, they they claim to make the verity my stay.
  I expect my refund
  Best regards.

  

  Business Response

  Date: 05/13/2023

  Dear **** *******,
  
  Thank you for contacting us regarding the hotel portion of your vacation package reservation for Request Number *********17.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that you canceled your reservation on the day of check-in. Please note that you booked a non-refundable rate where cancellation is not an available option. We contacted the hotel and confirmed that you checked out the same day that you checked in; however, they charged the first night as a cancellation fee. Therefore, we refunded the remaining (3) nights' charge of 411.87 USD. We process refunds within one business day through our system. You may contact your bank directly to inquire about their posting time.
  
  We hope you find this information helpful.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:05/04/2023

  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 have been contacting Priceline multiple times ,and still today, on cancellation for a flight and hotel reservation. I booked a trip and a a few days later was informed of a medical surgery for cancer that was discovered with my mother. A date that I would be traveling. I would not be able to make the trip so I contacted Priceline and they asked me to send in documentation or proof for cancellation. I sent in a medical certificate as they requested but now they are telling me there is nothing that can be done. I would have not cancelled if I didn’t have this medical emergency.
  
  I need assistance on the matter PLEASE. I do not find it very unethical that they cannot assist. They just place me on hold and say there’s nothing they can do. I even mentioned if they can give me a credit I would be ok, I do not need the actual refund as I have used their services multiple times before. Need Help!!

  

  Business Response

  Date: 05/17/2023

  Dear *** ********,
  
  Thank you for contacting us regarding your Vacation Package with Trip Number *********18. We are writing in response to your Better Business Bureau complaint.
  
  We are sorry to learn about the situation of your mother. We hope that she's feeling better.
  
  We received notification from your bank on May 13, 2023, that you disputed this transaction. The dispute initiated the chargeback process between your bank and Priceline, which means that all communication regarding this case must be done through your financial institution. Due to this chargeback process being initiated, we are unable to take any action (i.e. a refund) on your case.
  
  We appreciate your time.
  
  
  Sincerely,
  Executive Offices

• Initial Complaint

  Date:05/04/2023

  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 rm through priceline from Sunday April 30 - Checkout Tuesday May 2 2023.
  We checked in around 6pm. We had really bad customer service. We didn't feel so safe so we decided to call before we would go to out rm. To see if priceline could give us a refund for 1 night. Since we got the 24 hour cancelation booking. The agent said she needed to call the hotel and we asked her not because we were gonna stay there for that night and we already felt uncomfortable and not safe.But she refused and still called. Making us feel more uncomfortable. When she came back on the phone she said she couldn't do anything for us. We felt that we could not stay there. Because it would not be safe for us to stay. Wel let priceline know that we were in an uncomfortable situation where we did not not feel safe. I spoke to Nixy manager her ID number is 46115268 she said she would try to get my money back. She left me a voicemessage. I have that. And she also said everything is recorded. Me and my husband ended up staying somewhere else and paid more. The next day I called to see what the status was on my refund This Michael manager said there was nothing he could do. I told him that Nixy said she would try to get my refund back but he was very rude and said he could not help me.

  

  Business Response

  Date: 05/13/2023

  Dear ******* *****,
  
  Thank you for contacting us regarding your hotel reservation.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that you requested a refund because you were unhappy with your hotel accommodations. We reviewed our records and confirmed that your name does not match the name registered on the reservation. To further assist you and, at the same time, maintain the security of our customers' records, please provide us with the following information.
  
  - Priceline Trip Number.
  - Reservation Holder's Name.
  - Relationship to the Reservation Holder.
  
  We look forward to hearing from you.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:05/04/2023

  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 purchased 2 one way tickets from ******* to ********* on April 2nd to fly back home from a concert myself and a friend were to attend in ******* on April 5th.
  On April 5th after many delayed flights due to Air Traffic Control grounding ALL FLIGHTS in and out of ******* due to weather, our flight to ******* was canceled, subsequently rendering the tickets purchased for our return trip for April 6th useless. I contacted Priceline about the situation on the evening of April 5th after arriving back home from the airport. I spoke to several different CSR and the last person I spoke to said that Priceline could not issue the refund and that ******** ******** had to cancel our flight and IF they did, only then could I receive a refund. I immediately called ******** ******** and after speaking with CSR Nicole, she allowed the cancelation and said that ******** could not themselves issue my money back because I bought thru a 3rd party aka Priceline but that the money would be refunded to Priceline and they would issue back to me. I have proof of the original flight being canceled, proof of ******** agreeing and canceling the return tix for us but a month later Priceline STILL has failed to issue me my refund. This is officially beyond ridiculous. All I want is my money back. Weather related issues are to the fault of no one and HUNDREDS of flights wer canceled on the 5th and 6th due to weather and the rebooking of travelers for the 5th to the 6th. I've never had ANY airline not refund because of weather issues no matter the cancelation policy as weather issues are completely different. My flight was canceled. Priceline received their money back now where the **** is my 346.14??
  No, I do not wish to receive a credit for the money spent. I want my money back IN FULL. They received theirs for the cancelation, I should as well!

  

  Business Response

  Date: 05/17/2023

  Dear ******** *****,
  
  Thank you for contacting us regarding your ******** ******** tickets with Trip Number *********16. We are writing in response to your Better Business Bureau complaint.
  
  We received notification from your bank on May 8, 2023, that you disputed this transaction. The dispute initiated the chargeback process between your bank and Priceline, which means that all communication regarding this case must be done through your financial institution. Due to this chargeback process being initiated, we are unable to take any action (i.e. a refund) on your case.
  
  If the bank closes its investigation without refunding you, please take a photo of the email confirmation from your bank. Kindly attach the photo to your BBB complaint so we can further review this issue with our travel partner.
  
  We regret your inconvenience and thank you for allowing us to continue to assist you with your travel needs.
  
  
  Sincerely,
  Executive Offices

  Customer Answer

  Date: 05/20/2023

  
  ********** ********
  
  
  
  I am rejecting this response because: 

  On April 24th a provisional credit was applied to my my ****** ***** account however as you can see here, 2 days later the credit was reversed and actions closed. There has been no correspondence from ****** ***** in the decision of the reversal other than it was reversed. I was never given my refund from Priceline or even ****** *****.  
  
  
  
  Sincerely,
  
  
  
  ******** *****

  

  Business Response

  Date: 05/30/2023

  Dear ******** *****,
  
  Good day! Thank you for getting back to us. We are glad to let you know that we have initiated the 346.14 USD refund to your ********* today, May 30, 2021. We process refunds in one business day. Posting depends on your bank's processing time.
  
  We appreciate your time. Stay safe and healthy!
  
  
  Sincerely,
  Executive Offices

  Customer Answer

  Date: 06/02/2023

  
  
  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:05/04/2023

  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 ****** ***** room on April 29 (Trip# ************17). It was $284. I paid it. It said it was non-refundable.
  
  At the hotel, I met my friends who had booked the same room at the same hotel for the same night, at the same time I booked, except used a different vendor. Their cost: $182 that included breakfast. I used that vendor's site and went as far as I needed to confirm that rooms were in fact available at $182. I did not put in my credit card info to pay for it b/c I could not cancel PL's reservation.
  
  I used PL confirmation email, replied to it, and included the screenshots of the other agency prices. The email did not go through. Nonetheless, I uploaded the information to PL site. I did not hear back from PL.
  
  Today, May 3, 2023 I contacted PL by phone and ended up in the ***********. What I got were bad connection, hard-to-understand accents, and its all your fault attitude. I asked for the US phone number. They said there is none.
  
  I need PL to explain to me why their price is so much higher, and if their price guarantee does not cover a situation like this, what does it do? As noted, I contacted PL same day after I found out that I was overcharged.
  
  BTW, at ****** I asked their rate. Mr. N*****, the manager, told me that it is between $180 to $250 for that day depending on the room. So, PL charged more than the hotel itself. So, we should not automatically assume PL prices are lower than the hotel itself.
  
  I need PL to reimburse me for the difference which is about $120.

  

  Business Response

  Date: 05/16/2023

  Dear *** *********,
  
  Thank you for contacting us regarding your hotel reservation at the ****** ****** for Request Number *********17.
  
  We are writing in response to your Better Business Bureau complaint.
  
  As we understand, you found a lower rate for your itinerary. Please note that as per the Best Price Guarantee Policy, you should contact us within 24 hours of booking; however, for Express Deal, same-day reservations are not eligible. Regrettably, we cannot match the rates. For future reference, we sent you an email with details of our Best Price Guarantee policy.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 05/17/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  1- Part of Priceline's response is not even intelligible.  

  2- I did email Priceline same day within hours, and included proof of their price gauging. I had included proof that I had sent that the email.
  

  3-  My complaint is not about Priceline's price guarantee alone, which allows it to hide behind semantics to hide the fact that it gave me an inflated price which, unknown to me, was 50% above the competition AND also 50% above the  ****** *****'s own price given to me by the hotel manager, Mr N*****, $180 for the same room and date.
  

  4- If PL does not remove its excess charge, I will dispute the charge with my credit card company and file an additional complaint with the ******** ******** ******* too.
  
  
  
  Sincerely,
  
  
  
  *** *********

  

  Business Response

  Date: 05/19/2023

  Dear *** *********,
  
  We received your rejection.
  
  The rate we received from the hotel for this inventory is a specially negotiated rate with the hotel that may normally not be available to the general public. We received this rate because of the volume of rooms we purchase from them that we also sell on our site. We still try to price them very competitively.
  
  At the time of booking (Apr. 29, 2023, 6:09 AM), it was the best rate we had for your itinerary. Please note that the inventory changes from time to time. We have no control over the rates that our partner provides us and the rates that they offer at their property. Regrettably, we cannot issue a refund.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices
  

• Initial Complaint

  Date:05/04/2023

  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.

  January 22, 2023 I purchased a couple of tickets with Priceline, I cancelled the tickets within an hour. As per Priceline policy any tickets cancelled within 24 hrs will receive full refund. I was refunded for one ticket but not for the other two. They said they will send me a check for the rest of the money, without confirming my current address they decided to send it to the cards billing address which unfortunately does not even have my apartment number. I called February and talked to someone who to my impression updated my address and promised to have a new check sent to my new address. This I called added after months of “we are escalating your case” they decided to tell me that it’s not in their hands now and I have to take it up with the post office. I have never received the check and the post office has no knowledge of. I used company money on hopes that I will get my refund and hate having to reimburse they out of pocket. Please help

  

  Business Response

  Date: 05/18/2023

  Dear ***** *********,
  
  Thank you for contacting us. We are writing in response to your Better Business Bureau complaint.
  
  Our record shows that we have issued 4 checks since February. Three of which were voided. However, the one confirmed was sent to **** ************ ***** ******* ***** ** ***** US. If the confirmed check is not cashed, our Accounting Department will send a 427.80 USD check to **** ********* *** *** *** ******* ***** ** *****.
  
  The refund process may take up to 4 weeks due to verification procedures. We apologize for all the inconvenience, and we appreciate your time. Stay safe and healthy!
  
  
  Sincerely,
  Executive Offices

  Customer Answer

  Date: 05/18/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I have called their customer service several times and informed them that the **** ************ ***** is the wrong address because it lacks an apt number. Without the Apt number, the letter is more likely to be sent back. I called and informed customer service of this in February and I was told another check was sent to **** ********* **** *** **** ******* ***** ** ***** but that was in March. Until now it has been a waiting game. 
  
  
  
  Sincerely,
  
  
  
  ***** *********

  

  Business Response

  Date: 05/30/2023

  Dear ***** *********,
  
  Good day! We were able to confirm with our Accounting Department that they resend your 427.80 USD check to **** ********* *** *** *** ******* ***** ** ***** on May 26, 2023. You should receive your check the first or second week of June.
  
  Thank you for your patience. Stay safe and healthy!
  
  
  Sincerely,
  Executive Offices

• Initial Complaint

  Date:05/04/2023

  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 booked a room and a suite in the ******** ***** ***** on april 17th for 1 night. The suite costed about $300 more than the room. When i arrived to the hotel around 1 am to check in the hotel told me we have no suites available and we can only give you a room instead so i accepted and asked for a refund but the hotel told me we cant give you any refund since you booked through a 3rd party (priceline). The next day i called priceline to get a refund and they confirmed my story with the hotel but said that we cant issue any refund.
  
  This is totally not my fault and its priceline fault since they charged me for a suite but didnt provide one.
  
  Spoke with priceline from customer support through the manager ( who only told me we cant issue any refund and hanged up on me in a 2 minutes call) but had no success in getting any refund or at least a credit.

  

  Business Response

  Date: 05/13/2023

  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 did not receive the guaranteed room type for your reservation. Our system confirmed your reservation based on the available inventory that the hotel provided us during the booking process. We do not have any information as to why it was not available during your stay. We contacted the hotel and confirmed that you used the reservation. Since we value your business, we processed a 30% refund for 128.41 USD. We process refunds within one business day through our system. You may contact your bank directly to inquire about their posting time.
  
  We apologize for the inconvenience, and hope you find this information helpful.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 05/15/2023

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