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:12/27/2022

  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 reserved a Pricebreaker deal for 1/6/23-1/9/23 in ******** **. The deal was for a selection of 3 ********* ******* properties. Two of those properties offered ********* ******* Unlimited Passes which was enticing. Upon reviewing the taxes of the deal amounting to $138.45 I reviewed the taxes for all three hotels in the deal several times for the same timeframe (1/6-1/9). The ********* ******* ***** ******* ****** was the only hotel matching the tax amount in the Pricebreaker deal. Confident that this meant I would get this hotel, I purchased the deal. The ********* ******* ******** ***** resort does not offer the unlimited passes and that is the hotel I was given. After seeing this I immediately went to check the taxes again on the 3 hotels and low and behold they all went up in the last minute after I purchased…seems fishy. I am seeking assistance rectifying this unfair and deceptive advertising. I either want my trip cancelled and refunded for 1/6-1/9, free ********* ********* Passes or upgraded to one of the other hotels in the Pricebreaker deal. Thank you for your time.

  

  Business Response

  Date: 12/30/2022

  Dear ********* ******,
  
  Thank you for contacting us regarding your reservation at the *********** ***** ******** ***** Resort for Request Number ***********.
  
  We are writing in response to your Better Business Bureau complaint.
  
  As we understand, you requested to cancel or change your reservation to another hotel. Our records indicate that you booked through the Price Breaker option, where we guaranteed you (3) possible hotel options. Your reservation was confirmed on (1) of the hotel options provided. Since we cannot change your reservation, we canceled it for a full refund of 714.45 USD as per your request. Refunds take 3-10 business days to post to your account. You may contact your bank directly to inquire about their processing time.
  
  We hope you find this information helpful.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 01/03/2023

  
  
  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:12/27/2022

  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.

  on 12/23/22 I call ************ which is the priceline customer service number to make a reservation. My specifics were reserved now and pay at the hotel when I arrive on my arrival date. The agent assured me that I would just be making a reservation and nothing will be charged at the time of my booking. That was not the case and I was charged a total of $323. Being around a Christmas holiday this is made my account negative and I wasn't able to purchase the remaining gifts for my kids. I been called and the representative was not able to cancel my reservation however I did it online. I was then told 5 to 10 business days I will get a refund. This is not acceptable and I need my money now. I still have not been issued a refund as of today's date . This call was recorded through priceline with all of my requests.

  

  Business Response

  Date: 12/31/2022

  Dear ******** ******,
  
  Thank you for contacting us regarding your hotel reservation at the ***** ****** ** ****** ***** * ***** *** *** **, with Booking Number **********.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that you did not receive the refund for your canceled reservation. Please note that while you booked through Priceline.com, your reservation is serviced by one of our partners, ***********. We escalated your issue to our partner, and someone will get back to you with the resolution within 3-5 business days.
  
  We apologize for the inconvenience, and we appreciate your time.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 01/04/2023

  
  
  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:12/23/2022

  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 put travel date in online. When it offered me flights it did not carry the dates over and just selected random dates. When I called priceline they tried to charge me an additional $429 just for the departure flight after I already paid over $600 and when I check flights for those dates on their website while I was on hold round trip for my actual date was only $609. I want my original amount refunded.

  

  Business Response

  Date: 01/03/2023

  Dear ****** *******,
  
  Thank you for contacting us regarding your ***** *** ***** and ******** ******** tickets with Trip Number *********18. We are writing to you about your Better Business Bureau complaint.
  
  We understand that you would like to have a refund.
  
  We are an online travel agency where all reservation requests are placed on our website. There is no manual intervention from us upon you placing your order online. Upon booking, we have presented the Fare Rules and restrictions of your tickets which say nonrefundable. Your tickets can be exchanged before. However, a fare difference will apply if the new fare is higher.
  
  We regret that we can't fulfill your refund request due to your ticket policy. We appreciate your time. Stay safe and healthy!
  
  
  Sincerely,
  Executive Offices

• Initial Complaint

  Date:12/23/2022

  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.

  Monday 19th i arrived to *****, losing my next flight and i had to book a stay for the night. I entered the website of priceline.com and found the ******* ** ******* minutes from the airport. The website was promoting everything i needed including Shuttle to and from the airport, so i booked. I waited at the shuttle stop for over 30 minutes and a shuttle from that hotel never came, i called the hotel and they said they stopped doing airport shuttle TWO years ago when the pandemic started. Minutes after, i called priceline customer service and explained that i wanted to cancel because I needed transportation shuttle to and from the airport and this hotel does not offer that, and that the information on the priceline website is wrong. after hours in the phone, the agent schedule a phone call back at 12:30 AM (Yes, AM) and that phone call never came. I booked another hotel that DID offered shuttle and stayed there, meaning i DID NOT spent the night at ******* ****** The next day before my flight, i called priceline customer service again and explained again, the agent placed me on hold for a long period of time to call the hotel so the hotel can confirm i did not stayed, when the agent came back to the line said she called four times and no one answered at the hotel. I told the agent to hold, and called the hotel myself ONCE and they did answered and said that no one has called them, and that they have answered every time the phone rings. I went back to the agent and requested a manager, the manager was able to comunicate with the hotel and comfirm i didnt stayed, but then proceeded to say they needed to talk to the hotel manager, and that manager was not available, that someone was calling me back in 3 hours.
  I waited to days and yesterday again 12/22, called and spoke to a different agent who also said was going to call me or email me to confirm my trip was canceled and that i was getting my money back and again of course, that email or call never came.

  

  Business Response

  Date: 01/03/2023

  Dear ****** *********,
  
  Thank you for contacting us regarding your reservation at the ******* ** ******* ***** ***** for Trip Number ***********.
  
  We are writing in response to your Better Business complaint.
  
  We understand you requested a refund for your reservation after learning that the hotel stopped its airport shuttle services. Our records show that your booking included this amenity, and we have confirmed with the property that you did not utilize your reservation. Therefore, we refunded $76.97 to the original form of payment used to make the purchase. Our system will process your refund within one business day; however, the posting time depends on your bank.
   
  Thank you for your time, and we apologize for the inconvenience this may have caused you.
   
  Sincerely,
   
  Executive Offices

• Initial Complaint

  Date:12/23/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel stay for November 24-29 with Priceline on November 24, 2022 through their 'Express Deals', which does not allow cancellations or refunds, for $629.37 USD. My confirmation shows this amount was paid in full at the time of booking. Upon checking into the hotel, the ********* ***** ******, I was told my credit card was needed for the $40.16 USD per night resort fee. This was not indicated when booking, and inflated the cost of my stay by 25%. This was not a resort, but a basic hotel.
  
  I have been in touch with Priceline several times to attempt to resolve the issue, and twice I have been 'escalated' to another representative and promised a call back to address my complaint, with no follow up. I am seeking a refund for the $200.80 USD charged by the hotel for this mandatory fee. It is deceptive and dishonest not to include such a fee when booking - Priceline's marketing includes the tagline 'No Hidden Fees', but this is exactly that.

  

  Business Response

  Date: 01/03/2023

  Dear ****** ******,
  
  Thank you for contacting us regarding your hotel reservation at The ********* ** ***** ****** for Request Number ***********.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that the hotel charged you for your prepaid reservation. To further assist you, kindly include the hotel receipt and bank statement indicating the hotel's charge in your response. Please attach it in a PDF or JPG file.
  
  We look forward to hearing from you.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 01/03/2023

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

   

  I am attaching my credit card statement as requested indicating additional charge. The hotel did not provide a receipt and is not responding. I look forward to you refunding me, and await your response.

   

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

  

  Business Response

  Date: 01/05/2023

  Dear ****** ******,
  
  Thank you for reaching out back to us.
  
  As per your bank statement, the hotel's charge is 279.50 CAD. Therefore, we refunded 279.50 CAD to the same credit card used for the purchase. Refunds are processed 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:12/23/2022

  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 originally purchased this trip on 12/05/22. I had to change the travel dates due to storm on 12/09/22 and paid the difference. My trip started on 12/14/22 leaving ******** ** airport and finalizing in ****** **. On Monday 12/19/22 I receive a text message simply stating that my return flight was cancelled. No other info given. I called Priceline because I’d paid them as my travel agent only to be told that yes my flight was cancelled and no they couldn’t re book me that Id have to call ****** myself. I called ****** and waiting for over an hour only to be told the same. That yes my flight was cancelled but that I would have to re book my flight through Priceline since I paid them and didn’t purchase directly from ******. I called Priceline back and the person said the only thing they could do was offer a refund and I said yes just process the refund and I’ll find my own return flight, which was more difficult than I’d thought. But I finally found one seat on a ***** flight and purchase it. I’ve called nearly everyday to Priceline since to find out if my refund has been processed. Most cannot help because they are not allowed to look up a flight, only hotel and car rentals. I’ve been out on hold by these people to be transferred only to be hubby up on multiple times. I just want my money back for services that were cancelled by this company and their affiliates and not by me.

  

  Business Response

  Date: 01/03/2023

  Dear ******* ********,
  
  Thank you for contacting us regarding your ****** Airlines ticket with Trip Number 2*********7. We are writing in response to your Better Business Bureau complaint.
  
  We apologize for the canceled flight and the refund delay. We followed up with our Accounting Department. They confirmed that the refund of  326.57 USD was processed on Jan 2, 2022. Depending on your bank's processing time, the credit should reflect after a few business days.
  
  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

• Initial Complaint

  Date:12/23/2022

  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.

  Date of reservation: Dec.4-7, 2022; Location: ******* at ******* ************; Total charged: $206.52 Confirmation: *********; Issue: False Advertising
  The hotel in question is using false advertising on Priceline’s website and neither the hotel nor Priceline has attempted to resolve the issue. The web photos used to make the hotel look nice are either years old or of a different hotel altogether. The hotel itself is much filthier and unrecognizable from the online pics. The room I was given smelled very thick of cigarette smoke and the smoke alarm was ripped off, which is a safety hazard. When I asked if there was another room available with less smoke, the lady seemed annoyed and gave me a key to a new room that smelled like dogs had been repeatedly allowed to defecate and urinate on the carpets. It was unbearable to even walk in. It seemed the woman knew she sent me to a worse room because when I returned with the new key, she hid from me. We stayed in the smoke room for 1 night but were unable to get sleep and woke with itchy skin, red eyes, and inflamed sinuses. The pillows were thick with smoke and the blankets were dirty and heavily stained. The ceilings were coming apart, the shower was yellow and sticky on the bottom, the bagless ice bucket had mold in it, and trash from previous visitors had been shoved under the bed. The "hot breakfast," which in their online description says, "FRESH FRUIT, BISCUITS, GRAVY, BACON, SAUSAGE, AND FRIED EGGS," (and was a main reason I chose this hotel) did not include ANY of these items and instead had stale cereal, Trix yogurts, and a waffle maker.
  When you purchase something online that says, "blue, like new" and it arrives "white, scratched," you get a refund because it is simply not what you paid for. That's all I've been asking for. I even offered to take a partial refund/credit since I did stay one night and that's fair, but Priceline offered only a 15% coupon for future purchases and has avoided communication since.

  

  Business Response

  Date: 12/30/2022

  Dear **** *****,
  
  Thank you for contacting us regarding your reservation at the ******* By ******* ************ for Request Number ***********.
  
  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. We contacted the property to request an exception or a refund, but we did not obtain approval since no complaints were noted during your stay. Therefore, the reservation remains non-refundable.
  
  As a gesture of goodwill, we sent a separate email with a coupon for a 20% discount for a future Express Deal booking. You must use the coupon by 30 March 2023 at 9:55 PM EDT. You can use the coupon code for a single transaction, and any remaining residual value can no longer be applied to another booking. The email will contain instructions on how to redeem this coupon.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:12/23/2022

  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 found the hotel room I wanted and Priceline offered a discounted price if paid in full and non-refundable. It was the room I wanted, so I didn’t mind paying up front. Once I completed the transaction, I was sent a confirmation email for a different room, which was also listed on their site, but at a different price. I called to get the room I had paid for, but they told me they couldn’t and offered to cancel my reservation for a full refund. I was told 3-5 business days to confirm, which I was now told will be 6-10 business days. I was given a bait and switch with no resolution and a trip that is quickly approaching.

  

  Business Response

  Date: 01/04/2023

  Dear **** *****,
  
  Thank you for contacting us regarding your reservation at the *** **** ***** *** ***** **** ***** for Request Number ***********.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that you requested to cancel your reservation because it was confirmed differently with the hotel. Therefore, we canceled the booking and processed a full refund of 1,331.52 USD. Refunds are processed 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: 01/06/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and, although it was a painful process that should've been resolved immediately instead of 3 weeks, the resolution is acceptable. Priceline should penalize hotels that engage in bait and switch practices, or at a minimum, make them honor their reservations. 
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:12/23/2022

  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 round trip from ** to ** in october. Because of the mistake of priceline's employee ( and they admitted it was their mistake, not mine), Priceline cancelled my flight back to **. Called customer service, they told my to buy a new ticket to *** and the priceline would reimburse. It's been over 2 months already and i havent received my money back, even though i called them multiple times. Customer service is just bad

  

  Business Response

  Date: 01/03/2023

  Dear ******* ********,
  
  Thank you for contacting us regarding your ****** Airlines ticket with Trip Number ***********. We are writing to you about your Better Business Bureau complaint.
  
  We truly apologize for the inconvenience and the delay in processing your reimbursement of 453.60 USD.
  
  As of the moment, we're unable to refund the original form of payment. Instead, we can refund via ACH or check refund. Please provide us with the needed information on your preferred refund process.
  
  ACH:
  Bank Name: 
  Account Number:
  Routing Number:
  Address:
  
  CHECK
  Mailing address:
  
  We will wait for your Rejection response. Stay safe and healthy!
  
  
  Sincerely,
  Executive Offices

  Customer Answer

  Date: 01/05/2023

  Please mail me a check to 

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

  or my banking info

  **** ** *******
  Checking
  Routing # *********
  Account # ************

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

  

  Business Response

  Date: 01/16/2023

  Dear ******* ********,
  
  Thank you for getting back to us.
  
  Today, Jan 16, 2023, we have forwarded the request to refund your Account via ACH for 453.60 USD. Please note that the refund process may take up to 7-10 business days.
  
  We hope to have the opportunity to regain your confidence in booking with us in the future when you have travel planning needs. We appreciate your time. Stay safe and healthy!
  
   
  Sincerely,
  Executive Offices

• Initial Complaint

  Date:12/23/2022

  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 made a reservation for a car rental through Priceline, but when I arrived at ***** car rental on December 21st, to pick up the car, I was told by a customer service agent that ***** does not allow rentals for reservations made the same day. Obviously, this was news to me as I was able to make the reservation on Priceline's website and was billed. This issue caused me to be out an additional $400 because I had to make a reservation with ****. When I called Priceline I was told that they could not cancel the reservation until ***** responded to their inquiry. I called ***** and spoke to a manager who indicated that they cannot cancel reservations based on the agreement with Priceline. I called Priceline again and offered to call ***** on three-way, but the customer service agent claimed she would have to call them directly. The customer service agent called an office that had already been closed and refused to call the 24-hour line and stated that they are going to wait to hear back. So, the expectation is for me to wait up to 10 days for this transaction to be resolved?? Freaking ridiculous and once I get this situation resolved, I will never make another reservation through Priceline. Re: case number *********

  

  Business Response

  Date: 01/02/2023

  Dear ******* **********,
  
  Thank you for contacting us regarding your rental car reservation with ***** *********** for Trip Number ***********.
  
  We are writing in response to your Better Business complaint.
  
  As we understand, you have not used your reservation since the counter does not accept same-day bookings. Our records show that we canceled your booking on December 23, 2022, and refunded $288.93 to the original form of payment used to make the purchase. Refunds take 3-10 business days to post to your account. You may contact your bank directly to inquire about their processing time if you need to check the status of your refund.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices