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
- 6,968 total complaints in the last 3 years.
- 2,077 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/13/2023
Type: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 2/26/23, I attempted to book a vacation package using Priceline travel agency online(******************. I entered all of my information (including payment info) onto their online form.I was attempting to book a package with car, hotel and airfare. When I attempted to book the flight, the Priceline site indicated there were no seats available for the flight I was requesting. I at no point received a confirmation page or confirmation number while trying to book this. I went ahead and booked the entire vacation with ***********.
On 2/28/23, I was notified that my checking account was overdrawn. I used the same card that I used when I attempted to book my vacation with Priceline. I had an overdraft fee of $74.On review of my checking account, there were charges from Priceline and ******** ******** even though their website stated there were no seats available on flights to ******. I immediately called Priceline and explained the situation and their website error.After speaking with customer service, Priceline agreed to remove fees for the rental car $175 and hotel $685. Removal of these fee’s suggests culpability on their end. After they agreed to remove charges for these services they transferred me to their airline booking department. I escalated the call to speak with a supervisor (I believe her name was Joy).She told me that their policy did not allow for refund of airfare beyond 24 hours.She refused to refund any airfare charges (two charges of $425.70). She claimed that I entered an incorrect email on their site and thus I did not receive email confirmation.Even if this were true, it would not discount the fact that they charged me for seats on a flight which their website indicated was not available.
I am requesting that these two charges of $425.70 be refunded back to my checking account.There was an error on their end as they charged me for seats that their own website indicated did not exist.
Substantiating documentation available upon request.
Business Response
Date: 03/27/2023
Dear ***** ******,
Thank you for contacting us regarding your reservation with Trip Number 2*********8. We are writing in response to your Better Business Bureau.We apologize for the unpleasant experience you have shared with our company.
2*********7 - Rejected
2*********7 - Rejected
2*********8 - Rejected
2*********8 - ConfirmedWe're unable to book the reservation as the fare was not available when you attempted to book it. Our system follows the airline inventory. The flights may or may not be available as it's changing from time to time.
Thus, the booking was accepted on the 4th try.
Regrettably, we cannot authorize a refund for your booking due to the restrictions imposed by the airlines.
If your itinerary is identical to the itinerary you purchased with ***********, we can request a refund with ******** ******** due to the duplicate booking subject to their approval.
We will need your itinerary details booked with them.
We were delighted to hear from you soon. Stay safe and healthy!
We appreciate your time. Stay safe and healthy!
Sincerely,
Executive Offices
Initial Complaint
Date:03/13/2023
Type: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 Sunday March 12, I put together a flight and hotel package on priceline.com, entered my personal and payment information, and hit "submit." A message came up that said it would take several minutes to complete the booking, and to remain on the page, which I did. After a minute, a message displayed that said one of my flights was no longer available, but that they had other options to display. I followed the link to look at the other options, selected another flight option and tried again, with the same message coming up again. I ultimately was not able to book anything, which is not the nature of my complaint. I received a text and an email notification from my credit card that future transactions may be declined due to a recent transaction that is close to my credit limit. Even though priceline's system stated that the flights I was looking at were not available, they charged my credit card for 2112.00 to ******** ********. I am now unable to rebook my flights until that charge is removed. I called priceline yesterday and they were unhelpful and rude, telling me that "your bank" charged that amount. I was repeatedly asked for a booking number, which I did not have, because the booking was not completed, yet when I called priceline the automated messaged asked "are you calling about your booking on April 28?" They did not offer to help rebook and hold real flights, which is what I am requesting, or that they expedite the reversal of the pending charge. When I asked, they eventually gave me a booking number of #2*********8 that they could see on their end, but that I could not see since nothing was officially booked. They also service charged each time I tried to rebook with different flights that showed as "available" moments before. $3.50 was charged 3 times, and $3.50 was charged once. They basically have my credit card hostage right now so I can't rebook anywhere. The customer service experience was terrible.Business Response
Date: 03/27/2023
Dear ***** *******,
Thank you for contacting us regarding your reservation with Trip Number 2*********6. We are writing in response to your Better Business Bureau.We apologize for the unpleasant experience you have shared with our company.
2*********7 - Rejected
2*********7 - Rejected
2*********6 - Rejected
2*********8 - Rejected
2*********6 - Rejected
2*********6 - RejectedWe're unable to book the reservation as the fare was not available when you attempted to book it. Our system follows the airline inventory. The flights may or may not be available as it's changing from time to time.
This email is also to confirm that we did not charge you for the rejected bookings. The authorization or pending transaction obtained should have fallen off within the billing cycle.
We hope to have the privilege of serving your future travel needs under more pleasant circumstances. Stay safe!
Sincerely,
Executive Offices
Initial Complaint
Date:03/13/2023
Type: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.
03/11/2023
$166.98
They choose one out of three hotels. I called and complained about this hotel before checking in. Your stuck with the hotel they choose. Out of the three you could choose another hotel on everyone but this one. I should have known better then. I informed them of prior experience with this hotel. They disconnected me twice. I just want them held accountable. Tis is not the first time I have had confusion with their scheme. But I promise it will be the last.
I asked if they would just change me to a different hotel. Because of the unsatisfactory quality, they would not. I asked if they would cancel because of it, they would not.
No resolution effort.
Confirmation #*********
Priceline trip number
**************Business Response
Date: 03/19/2023
Dear ********* *****,
Thank you for contacting us regarding your hotel reservation at the ***** * ** ******* ************* ****** **** Request Number 2*********6.
We are writing in response to your Better Business Bureau complaint.
As we understand, you were unhappy with your hotel accommodation. We address complaints directly with our hotel partners to ensure that future customers do not have the same issue. Our records indicate that you were refunded 83.49 USD on Mar 18, 2023. Please note that 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 OfficesCustomer Answer
Date: 03/20/2023
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:03/13/2023
Type: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 reservation through Priceline for a trip during the week of March 11, 2023 at the ******** ******** *** **** package for resort in ***** ****. We paid extra through Priceline to get the club package with the extra access for 18 and above and when we arrived we were told they would not honor this even though we had a receipt. Due to the fact that Priceline sent them the reservation incorrectly for the family side and not the club side even though our receipt says we paid for the club. We were told by the resort to contact Priceline directly to get email confirmation of what we booked to be sent directly to the resort's reservation office. After calling Priceline customer service at a minimum of ten times and over five hours of discussion - including them hanging up on us several times. Priceline said they had sent the information to the resort by email and also called but the resort said that Priceline has still not given them any useful confirmation information in order to resolve. Priceline refused to give resort information needed to complete our reservation appropriately.Business Response
Date: 03/19/2023
Dear ******* *****,
Thank you for contacting us regarding the hotel portion of your vacation package reservation for Request Number 2*********7.
We are writing in response to your Better Business Bureau complaint.
We understand that you did not receive the guaranteed room type on 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 confirmed differently on the hotel's system. We reviewed the information in our system and confirmed that we previously refunded 906.4 USD to the credit card used for the purchase. 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 OfficesInitial Complaint
Date:03/13/2023
Type: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.
On 03/01/2023 I purchased a car rental from Priceline.com out of the *** airport for 04/16/-04/21.
Priceline trip #:2************8,
Confirmation #: ************
Amount- $192.15
This was a sale and states non refundable. I read the details of the contact and it stated the $192.15 was final payment and no other fees will be added. It also did not state what car company it would be through. I purchased it and found out it was with ******* **** ** ****. I looked up information on this car company and the reviews were awful. Out of 3,041 reviews it was a 1.1 out of 5. I read the reviews and saw the pictures of the vehicles they were renting out. They are dirty and have damage. It also was stating they would charge you extra fees for everything. I contacted ******* rent-a-car about these fees. I was told I had to buy their insurance even if I had prof of my own. This was not disclosed in the Priceline contract. I should not be required to pay for insurance if I have my own. I also have a toll pass and they stated I would be charge $25 a day even if I did not use theirs. I should not have to pay for a pass I am not using. They also told me that they do not inspect the cars and I would have to provide pictures of the car before and after showing any damage or I would be charged. Last I would have to pay a $25-$200 fee if I use my credit card. Again none of this was noted when I purchased the rental thorough Priceline. I contacted Priceline multiple times through phone call, chat, and email trying to cancel my reservation and get a refund. They hung up on me multiple times and just stated that it is non refundable and that's it. I contacted the rental car company and they said there is nothing they can do and Priceline is the only one who can issue a refund. I do not fee safe and am not going to rent a car from a company who is scamming everyone. I should not have to pay hundreds of more dollars for a rental that never stated this prior to paymentBusiness Response
Date: 03/24/2023
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 you requested to cancel your reservation due to the negative reviews about ******* **** * ***. Our records show that this booking is restricted, and we presented the non-refundable nature of this offer before submitting the request. The Important Information section of your contract indicates that this special rate is non-refundable.
However, as a one-time exception, we refunded $192.15 to the original form of payment used to make the purchase. Refunds are processed through our system within one business day. You may contact your bank directly to inquire about their posting time.
Thank you for your time.
Sincerely,
Executive OfficesCustomer Answer
Date: 03/25/2023
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:03/13/2023
Type: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 Feb 17 i booked 4 rooms with Priceline. I am a Platinum member for many years, making me familiar with the site. I booked the rooms and was out of town, unable to receive emails until Feb 27. At that time i received a email stating that i was charge for 4 rooms on Feb 24th, the reservation was for March 24th. I contacted Priceline and they refuse to correct this error which was due to what i believe as a glitch in their online booking. I still need the rooms for March 24, yet they charged me the full amount of $667.52 for rooms i never checked into.Business Response
Date: 03/19/2023
Dear ***** **********,
Thank you for contacting us regarding your hotel reservation at the ********* *** * ****** ** ******** ******** **** Request Number *********16.
We are writing in response to your Better Business Bureau complaint.
We understand that you booked the reservation for the wrong dates. We reviewed the information in our system and verified that you requested the travel dates of Feb 24 - 25, 2023. Since you booked a non-refundable rate, we contacted the hotel to request an exception or a refund but did not obtain approval. Regrettably, the charges cannot be refunded.
Thank you for your time.
Sincerely,
Executive OfficesCustomer Answer
Date: 03/20/2023
Complaint: 19588518
I am rejecting this response because: Price Lines mobile app changed the dates as i was selecting the 4 rooms.Zero Customer service no matter how long you have used them. NEVER AGAIN!!!! I WILL PAY THE FEW EXTRA DOLLARS THE HOTEL CHARGES TO HAVE BETTER CUSTOMER SERVICE!!!!
Sincerely,
***** **********Business Response
Date: 03/24/2023
Dear *****,
We received your rejection.
We sent a copy of the contract page presented during the booking process. We regret to inform you that we cannot refund a restricted reservation.
Thank you for your time.
Sincerely,
Executive OfficesInitial Complaint
Date:03/13/2023
Type: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 in ****** but I didn't realize I wasn't booking it through the hotel but through Reservation Desk which is an affiliate of Priceline (it was not made clear on the website that I wasn't booking through the hotel). So 2 hours later I had a change of plans but was told I couldn't cancel because I pre-paid. I have over the years occasionally canceled hotels so this seemed odd; I offered to pay the first night (same day) and get refunded the other 3. The hotel said I needed to call Priceline; they couldn't cancel because they didn't book it. At first Priceline had me call LuxruryRooms.com. Luxury Rooms said to contact a company called Reservation Desk or the hotel or Priceline. I called Priceline, who said the hotel needed to give the ok. The hotel said they needed Priceline to give the okay. Reservation Desk had a chat bot that said no cancellations. This has been going on for quite a number of hours at this point. I'm out $1,000+ and willing to pay for the initial night. Would love your help.Business Response
Date: 03/24/2023
Dear *** *******,
Thank you for contacting us regarding your reservation at the ******* *** ******* * ****** ****** ******** * *** ****** for Trip Number *********96.
We are writing in response to your Better Business complaint.
We understand you requested to cancel your booking. Our records show that you booked your reservation through ************************ Kindly contact them at ###-###-#### for assistance and to discuss the cancellation policy associated with your booking.
Thank you for your time.
Sincerely,
Executive OfficesInitial Complaint
Date:03/13/2023
Type: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 charged $989.01 to stay in a room tonight after I booked a room for a different night.
A company posted an ad for hotel booking on ********* website. The link-button was made to look like it was part of the booking process. The link changed the requested reservation dates but never showed the dates again. After the booking was completed, the confirmation email showed the changed dates. When I contacted the booking company, **************** ************ (operator name Jovy), said the charge was not refundable. When I called the hotel, ******* *** ********, **** *** ***** ******* ********* *** ***** (front desk named Vincent), they said they canceled the room and refunded the charges. **************** ************ (operator name Jovy) refused to return the money that was charged but that the hotel never collected ($989.01). They claim your have already charged them.
I am being billed $989.01 for a hotel room that ******* never charged anyone for.Business Response
Date: 03/23/2023
Dear ****** *******,
Thank you for contacting us regarding your reservation at T** ******* *** ** ****** ******** for Trip Number *********96.
We are writing in response to your Better Business complaint.
As we understand, your confirmation showed a different date for this reservation. Our records show that your reservation was provided by ****************************.
We contacted the hotel and spoke with Yoshna at the front desk, who confirmed the cancellation for the three rooms, and they also refunded the booking cost. Therefore, we refunded the total booking cost to the original form of payment.
Kindly contact ****************************'s customer service at the number provided in your confirmation email.
Thank you for your time.
Sincerely,
Executive OfficesInitial Complaint
Date:03/13/2023
Type: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.
Purchased airline and rental car reservations online through Priceline. Priceline doubled charged my card. Customer service gave me an invalid email to request refund of double charge.Business Response
Date: 03/22/2023
Dear ******* **********,
Thank you for contacting us regarding your reservation with Trip Number *********18. We are writing in response to your Better Business Bureau.We apologize for the unpleasant experience you have shared with our company.
We checked on your reservation, and we saw a duplicate booking with ***** ********, however, the other ticket was taken control by *****.
We are currently making attempts to resolve this issue for you. We are working hand in hand with ***** ******** regarding what happened with your reservation.
We saw that the other purchase was booked using this email address: *******************
Please reply to this message after five (5) business, and we will get back to you as soon as possible.
We appreciate your patience while we continue to work to resolve your issue, and we're sorry for the inconvenience. Stay safe!
Sincerely,
Executive Offices
Customer Answer
Date: 03/28/2023
Complaint: ********
I am rejecting this response because: I still have not been refunded the nearly $900 duplicate payment amount. It’s been 2 weeks since I brought this to Priceline’s attention. I was told on the phone, by a Priceline rep it would take 3-5 days to receive a refund. It’s been 2 weeks.
Sincerely,
******* **********Business Response
Date: 04/09/2023
Dear ******* **********,
Thank you for reaching us.Here's what happened with your itinerary.
This Trip Number *********** was no longer under our control as ***** took control of your ticket, so we requested a refund regarding the duplicate booking.
While this trip number 26418048518 was partly refunded.
The refund was initiated for your rental portion amounting to 219.18 USD.
While ***** sent a refund via check amounting to $285.53 for this Trip Number *********** (Ticket Number: *************),
Once we received the check refund from *****, we will proceed to refund you the amount.
We apologize for the inconvenience.
Sincerely,
Executive Offices
Initial Complaint
Date:03/13/2023
Type: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 seeking a refund for the car rental portion of my recent trip with Priceline.com on February 24th, 2023 for $83.08. I cannot believe I am having to appeal to the BBB, and the company does not recognize that they owe me a refund, but hopefully you will be able to help me. Itinerary #2************8
When booking my car and flight to ********* Airport for a rental at the airport, I was given the choice of car size, not company, but I did not think this was an issue until I got to the airport and went to the car rental desk. The company, ******** was not amongst them, and I was told by another company that I needed to call their shuttle as they were a mile and a half from the airport! I had to look up their number as it was not provided to me by Priceline, only to find that online, the company had an 18% **** approval rating and the picture of the address looked like a remote warehouse. As a woman traveling alone, this was very concerning. I called the number THREE times, the line was not picked up. As I was late for a meeting, I went with my gut instinct that this was a dangerous situation and rented a car with ****. When I got to my hotel after my meeting I spent an hour on the Priceline website registering a complaint, where they eventually conceded that as soon as the car company could confirm I had not rented the car, they would fully refund me.
I spoke to a customer rep and a spvr 2 wks later (James ID *******) and was told that they did not have the policy in place to refund my money, even though I had a picture of the screen of them telling me they would. I told them that they had contracted with me to provide a reliable, safe service and they had not provided that and that I would immediately be calling the BBB. I am a long time customer of Priceline and I understand the prepay policies without cancellation, but this is a completely different issue. They allowed a disreputable company to contract with them to the detriment of their customers.Business Response
Date: 03/26/2023
Dear ******** ********,
Thank you for contacting us regarding your rental car reservation with ******** for Trip Number 2*********7.
We are writing in response to your Better Business complaint.
We understand you requested a refund for your reservation since the rental counter was not at the airport. Upon review of your booking, we find that our partner still considers their counter an airport location, even if a shuttle is needed. However, as an exception, we refunded $79.58 to the original form of payment used to make the purchase. Refunds are processed through our system 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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