Business Profile

Travel Agency

Priceline.com LLC

Headquarters

Complaints

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

Customer Complaints Summary

7,075 total complaints in the last 3 years.
2,176 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:10/10/2022
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.
So we booked a vacation from sept 28th till Oct 7th to go to ******. We paid for for the shuttle, hotel and flight. All was well. Then we got a text to check out on the 6th? I was like oh ok we must have a flight overnight and we get back to ** ON THE 7th. Wrong. They flight didn’t leave till the 7th and return overnight on the 8th. So we had to move our flight up a day. Which means they screwed up the flight date. So we had to move the plane up a day and lost the return shuttle we paid for. So I want a night back that we paid for and the return shuttle price and I had to pay and extra $70 to an **** driver to get us back to the airport….. they should owe us 340 for the hotel night plus fees, the return flight and **** and shuttle charges.
Business Response
Date: 10/24/2022
Dear **** *************,

Thank you for contacting us regarding your Vacation Package with Trip Number ***********. We are writing in response to your Better Business Bureau complaint.

We understand that you would like to have a refund.

We are an online travel agency. We have no manual intervention in the booking process. Our record shows that you have chosen your flights for Sept 28 - Oct 7, 2022, and your hotel stay is from Sept 28 - Oct 6, 2022.

We are sorry that you spent extra in moving your return to Oct 6, 2022. Regrettably, we cannot provide your refund request as the schedule provided was the request we received.

Sincerely,
Executive Offices
Customer Answer
Date: 11/02/2022
Yes, I booked everything until October 7 but they screwed up my flight and I had to fly back on the sixth even though I booked everything as a bundle
Business Response
Date: 11/13/2022
Dear **** *************,

We got your rejection.

We process the request placed on our website. Before completing the request, we presented the itinerary to provide the opportunity to review the booking.

We apologize for the inconvenience. Unfortunately, we cannot proceed with your request.

Sincerely,
Executive Offices
Customer Answer
Date: 11/14/2022

Complaint: ********

I am rejecting this response because:

Sincerely,

**** *************
i had to leave a day early because of them not booking the room for the night and I paid for it I want my money back for that night.
Business Response
Date: 11/27/2022
Dear **** *************,

We reviewed your issue again to confirm that we did not overlook anything that might support a more favorable resolution. There is nothing we can add to what has already been stated in our previous correspondence. Although we empathize with your situation, we are truly unable to assist you further in this matter.

Thank you for contacting us.

Sincerely,
Executive Offices
Initial Complaint
Date:10/10/2022
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 through Priceline. The pictures showed a clean, habitable hotel with a nice pool. Upon arrival, the hotel is extremely more dated than the pictures show, and significantly less clean. Our key stopped working, and the sign on the front desk said "be back soon, assisting other guests.". Two hours later, no front desk, no answer of the phone. Across the street, the police are tasering people to the ground. Dead, flattened cats in the parking lot. Bums asking for a ride...pushing shopping carts with their only possessions past your hotel room door. 11pm and there's random people knocking on our door. I refused to open it and asked who it was. Some man mumbled and stay out of eye hole view.
I screamed for him to go away, he knocked again. I am a single mom (very small framed) with a 6 yo son.
I called Priceline immediately and asked to be moved to a safer hotel. They offered me a 20% discount. I asked for a supervisor, supervisor called me back and said, "Well, you're the one who booked the hotel.". Yeah, I was catfished into an absolutely disgusting and NOT safe room! The pictures do not depict the truth of this should-be-condemned property. Not to mention, why is such a horrible hotel available to rent through Priceline? They, themselves did not do their due diligence and their own research of a property that they're advertising.
I'm VIP Gold status (24 completed trips of this year) so I travel and book hotel rooms often. This hotel is NOT acceptable.
******** ******* *** ****** in ******** ***** is the hotel I'm referring to.
I'm literally too scared to leave my hotel room this evening to even obtain another room! (12:42am when writing this) I won't be sleeping a wink and will be at a new hotel once the sun rises.
I want a refund for the hotel stay at this despicable hotel. And now it will be another $250 to get a decent hotel to book for the remaining 3 nights of our trip. Inconceivable.
Business Response
Date: 10/19/2022
Dear ***** *********,

Thank you for contacting us regarding the hotel portion of your vacation package reservation for Request Number ***********.

We are writing in response to your Better Business Bureau complaint.

As we understand, you were unhappy with your hotel accommodation. Since you booked a restricted rate, we contacted the property to request an exception or a refund but did not obtain approval. Our records indicate that you called us after midnight on Oct 9, 2022. We also confirmed that you re-accommodated yourself at the ******* ****** ******* **** from Oct 9 - 11, 2022. Since we value your business, we refunded the (3) nights' charge for 113.85 USD. 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
Initial Complaint
Date:10/10/2022
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.
On Sep.23, 2022 I purchased a hotel PKG from.Priceline for Oct 1-3 in downtown ******* at the ***** ****** ** ******. I chose the king size I bedroom suite as I have sleep apnea and my daughter and her boyfriend would not have to sleep in same room.with me as there was a sofa bed also. This was of course a higher cost of $321 pet night from the regular king size room at $264 night. Upon check i discovered we had been given the wrong room and the front desk assured me they had no such rooms at this property and to take it up.with Priceline which I did only tombevtold the trip was over so there was nothing they could do and I informed them I at least wanted reimbursed the difference in the cost of the room we got and the room we paid for. They refused. So the amount of my complaint is for at least $144 plus additional costs and fees. I should be compensated for our trip being ruined by no one getting any sleep due to their scam.
Business Response
Date: 10/14/2022
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.

As we understand, you did not receive the guaranteed room type on your reservation. We called the hotel and confirmed with Alexis (Front Desk Agent) that you used the reservation. Alexis also added that they provided you with a King Suite (Room has one king bed, sofa bed, and a walk-in shower). Since the hotel accommodated you in a King Suite, we cannot issue any refund.

Thank you for your time.

Sincerely,

Executive Offices
Customer Answer
Date: 10/19/2022

Complaint: ********

I am rejecting this response because:the room that I got was much less than the price that I paid for the room that did not exist. I feel I am entitled to the difference in cost of the rooms

Sincerely,

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

Business Response
Date: 10/28/2022
Dear ****** ******,

We received your rejection.

We confirmed with Alexis (Front Desk Agent) that they provided you with a King Suite (Room has one king bed, sofa bed, and a walk-in shower), the same room confirmed on your reservation. Regrettably, we cannot issue any refund.

Thank you for your time.

Sincerely,

Executive Offices
Initial Complaint
Date:10/10/2022
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 August 12, 2022, I tried to check-into our flight from ********** to *** Upon further investigation, a Priceline agent cancelled our flight in error, leaving us stranded in **********. They did not refund this flight and we had no way of knowing until it was too late. We were forced to buy new airline tickets the day of our flight, costing us an additional $3000. Priceline does not have anyone working this claim and has not contacted us regarding this error. The agents hang up on me when I call. ******** ******** refuses to make good on their end. Their agents have told me that I should never use Priceline and they do not recommend it. This company's business policy is unacceptable!
Business Response
Date: 10/24/2022
Dear **** *****,

Thank you for contacting us. We are writing in response to your Better Business Bureau complaint.

To review your concern and security purposes, kindly provide the following information.
Priceline Trip Number
Name of the Passenger/s
Phone Number and Email Address used in booking.

We appreciate your time.

Sincerely,
Executive Offices
Customer Answer
Date: 10/24/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********.
The passengers names are: ****** ****** ******** ****** ******** ******
The trip date was August 13 from ********** to *********.
The trip # is ******. Case # ***********. I have another # but not sure what it is for: *********.
Ticket purchaser info: ****** ****** ************* *********************

I attached our original purchase for tickets. The agent canceled these flights home in error. This was never refunded, in addition, we had to pay $3000 for the purchase of tickets the day of the flight. Priceline is ignoring our calls and emails regarding their error that left us stranded in **. It has been over 2 months since I filed a claim with Priceline and we have no contact.

Sincerely,

**** *****
Initial Complaint
Date:10/07/2022
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 purchased a round trip ticket for ******* and ******* *********** through a 3rd party Priceline via kindred market place. Trip number *********** and Airline confirmation code is ****** * *** Recently ******* was diagnosed with breast cancer and will be needing a surgery on 10/17/22 will need 2-4 months of additional treatment afterwards. I told them I already called ********** airlines and I was referred to call Priceline. Both company is giving me a round around. I told them that I got medical certificate and they giving excuses that they don't have option on their end to cancel the flight. Called both company multiple times and got the same answer call ********** airlines or call Priceline.
Business Response
Date: 10/19/2022
Dear ****** *******,

Thank you for contacting us regarding your ********** Airlines tickets with Trip Number ***********. We are writing in response to your Better Business Bureau complaint.

Our record shows that the tickets were refunded on Oct 14, 2022, for 1267.37 USD per ticket. Posting depends on your bank's processing time. We recommend contacting your bank if you don't see it in your account after a few business days.

We appreciate your time. Stay safe and healthy!

Sincerely,
Executive Offices
Initial Complaint
Date:10/07/2022
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.
Priceline trip #: **************

Today is October 7, 2023. I started this process at the end of August.

I "filed" my complaints for a refund due to constant changes made by the airline company (********* ******** Operated by ****** ********). I mean unreasonable changes, for example flying to *** ********* and staying there for 12 hours layover. In the beginning, I did book a hotel at first (which was refunded) in *** *********. I also did speak to the "Escalation management team" agreed and that they will file for a refund. This is where the nightmare happens........

For two months and many phone calls later, this is what my investigation revealed to me. The ********* ******** handles all this. EVERYTHING is goes thru them. My refund is processed by them only. But I booked with Priceline...... See the issue, Priceline is powerless because they have to wait for the airline company response to release the refund "code" to move this forward. OH, BY WAY......the airlines only respond by via email. No phone calls from Priceline or from myself. The worst part about this is that ********* ******** sent a way to refund my reservation but.......it doesn't work with Priceline Systems. At the moment of writing this, Priceline has 3 Emails to ********* ******** to "Escalate" this.

This is unacceptable, I demand my full refund in timely matter as I pay my airfare in a timely matter.
Business Response
Date: 10/18/2022
Dear ******* Tran,

Thank you for contacting us regarding your ********* ******** tickets with Trip Number ***********. We are writing in response to your Better Business Bureau complaint.

We apologize for the schedule changes made by our partner airlines. Changing schedules is a normal practice of all airlines, and they do not advise the reason for the changes; and for the delay in refunding your tickets.

Upon booking, we transmitted your payment to ********* ******** for them to issue Electronic Tickets. In processing the refund, we need authorization from them before we can process the refund.

Our record shows that your case was escalated to our Executive Care Team, and your refund was processed today, October 18, 2022.

We appreciate your patience. Stay safe and healthy!

Sincerely,
Executive Offices
Initial Complaint
Date:10/07/2022
Type:Sales and Advertising 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.
Booked a hotel through their web site because the deal was advertised as "flexible", and I even paid a higher price for this. Supposedly this meant that I could cancel and get a full refund for my cancellation. If I didn't pay the extra fee, then it was a non-refundable reservation. I booked the reservation on 10/6/2022, but then a family member found a cheaper hotel in a nearby town, so I tried canceling my hotel reservation online through Priceline on the very same day of 10/6/2022. However, I discovered that I'd be penalized for canceling my reservation. I received this message: "This booking is fully refundable if you cancel before 2022-10-05 08:59 PM. If cancelled after 2022-10-05 09:00 PM, 30 percent penalty will be charged. This booking is Non-refundable after 2022-10-12 09:00 PM. This booking is Non-refundable after 2022-10-11 09:00 PM." How on earth would it be feasible for me to cancel this reservation on 10/5/2022 when I booked the reservation on 10/6/2022? There needs to be a disclaimer in their flexible reservation that a 30% penalty fee will be charged when canceling a reservation, or that there is NO FULL REFUND provided. It's not until the person tries to cancel the reservation that the above message appears. I believe this is false advertisement because I paid the extra fee in order to have the ability to cancel my reservation and get a full refund if I chose to do so. I called customer care, but they were unable to do anything. They said they'd pass the message on to management.
Business Response
Date: 10/14/2022
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 you requested to cancel the reservation after finding another hotel. Please note that the policy provided during the booking process indicated the following:

"Any cancellation received within (1) day prior to the arrival date will be charged for the entire stay. Any cancellation received within (7) days prior to the arrival date will incur a charge of 30% of the booking value."

Since the reservation is already non-refundable, we called the hotel to request an exception or a refund. We confirmed with David (Front Desk Agent) that you used the reservation. Therefore, this remains non-refundable.

Thank you for your time.

Sincerely,

Executive Offices
Customer Answer
Date: 10/18/2022
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.
I'd also like to point out that at no time was I asking for a refund. I was asking that you modify the wording on your web site. I did end up using the reservation after I was told that I would incur a 30% penalty. I had no intentions of paying this fee when I was under the assumption I'd get a full refund.

Sincerely,

*********** ****
Initial Complaint
Date:10/07/2022
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 mistakenly booked the wrong airport for pickup, they refused to change or cancel my reservation. Would not help or accommodate me in anyway. Left me and my newborn stranded and was rude on the phone.
Business Response
Date: 10/17/2022
Dear ****** ********,

Thank you for contacting us regarding your rental car reservation with ******** *** ****** for Trip Number 1*********6.

We are writing in response to your Better Business complaint.

As we understand, you booked your rental car for the wrong location and requested to cancel your reservation. Our records show that you contacted us about your concern on October 6, 2022, at 8:34 PM CST, which was past your pick-up time. You booked a restricted rental car booking, and we could have provided a cancellation exception if you had called us before your scheduled pick-up time. Additionally, we contacted ******** *** ****** and confirmed that you picked up and rented a vehicle under Rental Agreement Number***-***-**** Therefore, a refund is not applicable.

Thank you for your time.

Sincerely,

Executive Offices
Initial Complaint
Date:10/07/2022
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.
The sleazy criminals at this unethical company disguise their name as "***** ****** *** ***" after hijacking me from a ******* website where I was making my reservation. Instead of staying on the *** website, these sleazy criminals processed the reservation and added $150 to the hotel's advertised price.

I intend to post a screen recording to ******* to expose these thugs.
Business Response
Date: 10/17/2022
Dear *** ******,

Thank you for contacting us regarding your reservation at the ******* ***** **** ***** for Trip Number *********95.

We are writing in response to your Better Business complaint.

As we understand, you booked your reservation on the hotel's website; however, *************** processed your booking at a higher price. Your reservation was provided by ********, and they confirmed your booking using our inventory. For any billing issues, kindly contact their customer service at the number provided in your confirmation email for assistance.

Thank you for your time.

Sincerely,

Executive Offices
Customer Answer
Date: 10/17/2022
Complaint: ********

I am rejecting this response, obviously, because the business ignored the content of the complaint entirely and didn't bother responding.

This shady business's unethical hijacking of ********* hotel reservations (with or without ********* consent, which is irrelevant) isn't disclosed. This sleazy business making reservations through their subsidiaries and accomplices as described is irrelevant and not germane to this complaint. This complaint is about this shady company not disclosing this unethical business practice. If they refuse to refund me, I will sue them just for fun. It is guaranteed they will either a) pay the amount owed to me, or b) pay much more to attorneys.

If they continue to refuse to even acknowledge this disgusting way of "doing business," I will also do my part, aggressively, to warn the unknowing public by posting screenshot evidence online (*******, ********, *********, ******, etc.).
Imagine if someone complains to the BBB about a grocery store selling rotten vegetables, and instead of addressing this store concern, the grocer replies by blaming the farmer. That's what these dishonest predators did in wasting the BBB's time. Please encourage these criminals to ignore complaints in the future instead of lying; no answer ins better than an egregiously dishonest one.
And yes, I know what happens next. These people will continue to scam people making reservations and the BBB will send an apology letter for not being able to achieve resolution.

Sincerely,

*** ******
Business Response
Date: 10/30/2022
Dear *** ******,

We received your rejection.

We understand your frustration regarding the rate difference. Your reservation was serviced by ********.com, who confirmed your booking using our inventory. You do not have a contract with us, and we did not charge your card for this transaction. Kindly contact ********.com's Customer Service at the number provided in your confirmation email.

Thank you for your time.

Sincerely,

Executive Offices
Customer Answer
Date: 10/31/2022

Complaint: ********

I am rejecting this response because it is illegitimate; I reported this company's fraud and they in fact then did refund me. This is all one company, despite false claims of otherwise.

Sincerely,

*** ******
Initial Complaint
Date:10/07/2022
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.
The hotel I booked was not what I got when I arrived at the hotel ******* *** * ******. I booked a king bed room w a free hot buffet breakfast. This hotel doesn’t have king beds or ANY food. I called Priceline. They were so incredibly rude. I explained this isn’t what I reserved and this hotel is repulsive. FILTHY yet Priceline wouldn’t help me.
Business Response
Date: 10/17/2022
Dear ******** *********,

Thank you for contacting us regarding your reservation at the ******* *** * ****** for Trip Number 1*********7.

We are writing in response to your Better Business complaint.

As we understand, the hotel did not provide you with the correct room type and did not have free breakfast. Our records show that we processed a partial refund of $10 on October 6, 2022. As goodwill, we refunded the remaining $45.96 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

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