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.

close

Find a Location

Priceline.com LLC has 10 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:10/24/2022

  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 did not give me the product I paid for. Twice. I paid for a hotel room and they denied me because I had a temporary paper I’d from the ***. Then a second time they denied me because the hotel supposively didn’t let dogs there but I saw more than one dog while I was attempting to check in. They kept my money both times. I called the manager of the *** **** *. ******** and she laughed at me seeming like she was involved. I wouldn’t be surprised if they were fraudulently taking peoples money

  

  Business Response

  Date: 10/29/2022

  **** ******* **** *****
  
  Thank you for contacting us regarding your hotel reservation.
  
  We are writing in response to your Better Business Bureau complaint.
  
  As we understand, you have concerns regarding the charges for the reservations you did not use. We reviewed our records using your information; however, we could not locate any 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.
  - Email Address and Phone Number registered on the reservation.
  
  We look forward to hearing from you.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:10/24/2022

  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.

  Good Day,
  I reserved a hotel room with Priceline on Saturday September 17th, 2022 at 11:57pm checking in on Saturday 17th, 2022 at ******* ** ******* ******* ***** **, departing on Sunday 18, 2022.
  
  I arrived after 1am, checked in and went to my room. Whilst using the restroom, I noticed insect remains on the wall, a dirty floor, dirty toilet, hair on the tubs soap dish, & a filthy shower lining. One bed had something on the sheet. The others blanket had red stains and various types of hair throughout. I called the front desk to tell him the room was dirty. He told me he would meet me in the room. He took about 30 mins so I called Priceline to inform them of the situation. He arrived whilst phoning with Priceline so I told them I'd call them back.
  
  Upon his arrival I showed him my concerns. He said "the room is a little dirty". I replied "the room shouldn't be dirty AT ALL". I then asked for another room, he stared the hotel was fully committed and left. He didn't offer to clean the room or new linens. I called Priceline again and they called the hotel.
  
  I took pictures, gathered my items and exited the room. While walking to the lobby I saw an empty room. Upon arrival at the lobby I told him "there's an empty room a door or so down from the filthy room you gave me, why did you tell me there aren't any room available". He replied "that room is reserved". It was approximately 2am. I called the police and waited in my truck. Almost an hour after my initial call an officer phoned stated my complaint was a civil matter not criminal and there isn't anything they can do.
  
  I went back to the lobby, checked out and asked for a document showing I was checking out. The associate stared since I booked through a third party they will provide the receipt. I told him that was false! I called Priceline and the police again. According to ** law a hotel receipt is required.
  
  The hotels uncleanliness posed a health risk! Priceline told me it's nonrefundable and that's unacceptable

  

  Business Response

  Date: 11/01/2022

  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 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 we value your business, we refunded 50% of the reservation cost for 159.99 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:10/24/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We reserved a package deal of a flight, hotel, and rental car through Priceline.com for October 19-October 22, 2022 for travel from ********* ** into **** **** ****** *** The flight was fine and as advertised, but the rental car which WE DID NOT reserve the details of ourselves, as it was done by priceline, had been booked into ******** ** with a company called ******* *** *******, NOT into **** **** ****** ** where our flight was booked. No such rental company existed at the **** ***** International airport. We were stranded at the airport for three hours while trying to contact Priceline WITH NO SATISFACTION (being given the runaround regarding the reservation i.e. they couldn't find it even though we were giving them valid confirmation/trip numbers, or they referred us to their "sister company" for resolution and their sister company referred us back to them. We had to rent another car from a company with only luxury cars available due to no current stock of rentals at the exorbitant cost of $571 for three days! We have tried "chatting" and calling and emailing and have had no resolution, refund, or any explanation for this complete mistake on their part. Just today, I also discovered that while the site falsely invited me to add a hotel, which I did, and it made it look like the total final cost also included the hotel, it appears it did not, adding another $800+ to an already high cost trip. This extremely costly undertaking was for an unexpected and tragic family death, so the stress added to an already stress filled time is taking its toll on myself and my family. We appreciate any help you can give us. I am adding the Priceline Trip #************** and Flight confirmation #******, the rental car confirmation number ***************details for your help in assisting us. The Priceline hotel charge confirmation#2729272705 came today separately, so we can only assume this is an ADDITIONAL charge not included in the $1212.94 as advertised. Help please!

  

  Business Response

  Date: 11/03/2022

  Dear **** *****,
  
  Thank you for contacting us regarding your rental car reservation with ****** *** ****** for Trip Number *********** and hotel booking with ******* **** **** ****** for Trip Number ***********.
  
  We are writing in response to your Better Business complaint.
  
  As we understand, you booked your flight and car bundle for **** **** ****** *** However, the rental car you received was for Orlando Intl Airport. For bundled bookings, our system automatically sets the arrival airport as the default pick-up location for your rental car. Before completing the booking process, our website presented all the reservation information for your review, with an option to edit or make changes to your rental location, dates, and times. We reviewed your Contract and verified that you booked your flight for **** **** ****** **, and your rental car for Orlando Intl Airport. Regrettably, we are unable to issue a refund for the rate difference between your new and original rental car bookings.
  
  As an exception to our cancellation policy, we refunded $239.40 for your rental car 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.
  
  On the other hand, the reservation holder for the hotel reservation is under a different name. To maintain the security of our customers' records, kindly provide us with the following information.
   
  - Reservation Holder's name.
  - Relationship with the Reservation Holder.
  - Phone Number and Email Address used to book the reservation.
  
  Thank you for your time, and we look forward to your response.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:10/24/2022

  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.

  ************ is the trip number. I booked an express deal through priceline in which I was told I would he receiving a "7+" customer rating hotel, but priceline did not provide this. Instead, they provided one with customer reviews less than 7. I tried calling priceline as well as the hotel but was unable to resolve the issue. when i called, I requested the hotel be changed or refunded, and priceline refused. I escalated as far as I could through priceline and found their customer service to be unprofessional. Furthermore, multiple recent reviews from verified travelers across several websites indicate that there is a cockroach problem at the hotel I received , which is apparently ok with priceline, but is not ok for me, as I have an allergy to cockroach excrement. I have disputed the amount with my credit card company and am trying to tell as many people as possible about the experience with priceline and the hotel, ******* ** *******. recommend avoiding. the least they can do is agree to the refund.

  

  Business Response

  Date: 10/29/2022

  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 were unhappy with your hotel accommodations. We reviewed our records and confirmed that we refunded 202.59 USD on Oct 24, 2022. 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: 10/31/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  You are actually refusing to provide a complete refund of an unsafe accommodation in You You expect me to partial pay for accommodation in which pest-infestation, specifically german cockroaches, to which I have an allergy, was documented? And where I did not stay a single night? And which had a customer review rating of less than 7 even though I specifically filtered your express deals by customer rating of 7 or higher? 

  No, I  reject this resolution. Your indifferent and indignant response is far less than satisfactory, and the minimum resolution is a complete refund of $270.12. It is unfathomable and unconscionable to try to get someone to pay any anount of money for an unsafe accommodation that they could not utilize. Furthermore, these conditions violate statute. Additionally, did not provide an accommodation that had the agreed upon rating. All pf these issues have been documented with photographic evidence. Unwillingness on your part to do the right thing will most definitely result in further escalation and additional dissemination of this experience to other parties who may be interested in knowing. 

  I hope you choose to do the right thing.

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

  

  Business Response

  Date: 11/03/2022

  Dear ******* ******,
  
  We received your rejection.
  
  Since we value your business, we refunded the remaining charge of 67.53 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:10/24/2022

  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.

  Priceline charged me for a rental car. ******* charged me again for the same rental car. ****** closed the case and refused to credit, stating insufficient requested documentation. I provided exactly what you asked for, I do not care who credits this, but fix it and do so immediately. This is very straight forward. You are receiving this because you closed the case with no explanation of anything! Priceline, ******, and ******* will all receive the same complaint filed and sufficient documentation of why.
  
  Priceline Trip # 1************* charged $310.76 to ******
  ****** Case # ******************
  ******* Rental Agreement # ********* * charged $262.44 to card ending in #****

  

  Business Response

  Date: 11/02/2022

  Dear ******* ******,
  
  Thank you for contacting us regarding your rental car reservation with ******* Car Rental for Trip Number ***********.
  
  We are writing in response to your Better Business complaint.
  
  As we understand, you booked a prepaid reservation, but the counter charged you additional fees for your booking. Upon review, we do not have records that you contacted us about this issue. Kindly call our Customer Service at ********** for assistance. Our representatives are available 24/7 to assist you with your concerns.
  
  Thank you for your time.
  
  Sincerelly,
  
  Executive Offices

• Initial Complaint

  Date:10/24/2022

  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 an online company called Priceline from October 23 to October 29. Priceline took my money and provide a confirmation. However, when I arrived at the hotel at midnight, the hotel said there is no reservation. I called Priceline customer service line and they hold me for 1 hour and 30 minutes and refused to refund me. It's 1 am and it's so frustration.
  
  They took me $1,250.28 for a false hotel reservation at ******* ********** ** ******* ********** for 6 days but the hotel said no reservation received.
  
  My priceline# ***********

  

  Business Response

  Date: 11/02/2022

  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 since the hotel did not find your booking in their system. Our records show that we refunded $1,250.28 to your account on October 24, 2022. 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, and we apologize for the inconvenience this may have caused you.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:10/24/2022

  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 purchased a 7 night stay at the ******* *** ******** **** **** **** online on 10/16/22. The reservation is for 2/4 through 2/11/23. Prior to completing the reservation Priceline's website stated that the reservation could be cancelled free before 02/03/23. After I completed the reservation, I received an itinerary from Priceline that now states "Cancellation before check-in date will incur the first nights charge." On 10/16/22 I called Pricelines customer service number and spoke to a representative about the discrepancy. That person read me what was on the itinerary. Then I explained that I purchased the room with the condition of being able to cancel before 2/3/23 (day before checkin) as was stated on the website. I also told the rep that I had just gone back to the website, entered the same dates and was able to confirm reservations were still being offered by Priceline for the same hotel and the same dates with free cancelation by 2/3/23 ( I have pictures to verify). I asked the rep to confirm what I had just told them and they did. Then the rep told me they were escalating my case and I would have a response within 3 business days. On 10/19/22 I got this from Priceline, Dear ******* ****, We are sending an email regarding your hotel reservation at ******* *** **** **** **** ******** under trip number ***********. Based on the information, we cannot determine the wrong information on the website. Please respond to this message regarding your concern and any other additional information you feel is relevant. We look forward to receiving the requested information so we can work toward resolving the issue. Sincerely, Johanna M. I replied,Dear Johanna M.The itinerary for this trip states "Cancellation before check-in date will incur the first nights charge." When I booked the trip the Priceline website said the trip could be cancelled free of charge up to one day before check-in. I have subsequently gone back to the website and confirmed that rooms at the same h

  

  Business Response

  Date: 11/02/2022

  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 have concerns regarding the cancellation policy on your reservation. We reviewed the information with our Management Team, and confirmed that we no longer have the option to modify the cancellation policy on your itinerary. However, should you wish to cancel, the following cancellation policy will apply to your reservation:
  
  Free cancellation until 11:59 PM (property local time) on 02-03-2023. Failure to arrive at your hotel or property will be treated as a No-Show and will incur the first night's charge.
  
  We hope you find this information helpful.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 11/05/2022

  
  
  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. Please note this does not prevent this company from doing this to other customers.
  
  
  
  Sincerely,
  
  
  
  ******* ****

• Initial Complaint

  Date:10/24/2022

  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 trip to *** ***** for my brother’s ***** ******** graduation. We were told it was 11/11 for graduation, so we booked based on that info. We understand that it was not changeable, but we asked for an exception due to a change by the *******. This change was made since 11/11 is a Federal Holiday. We are simply looking for a change to 11/6-11/9 or cancellation and we will rebook. They keep telling us that they are restricted by their travel partners, but we have called them, and they are saying that Priceline has complete control. I am a new customer and as of now, will be charged for a trip we cannot use.

  

  Business Response

  Date: 11/13/2022

  Dear ****** ******,
  
  Thank you for contacting us regarding your Vacation Package with Trip Number ***********. We are writing to you about your Better Business Bureau complaint.
  
  We understand that you would like to change the dates of your reservations.
  
  You have a very restricted reservation, which is why we disclosed that it is nonrefundable and non-changeable.
  
  We contacted our partners to seek an exemption to change or refund. However, they reiterated the fare rules and restrictions of your bookings.
  
  We regret that we are unable to continue with your exchange request as our partners won't allow it.
  
  We appreciate your time. Stay safe and healthy!
  
  
  Sincerely,
  Executive Offices

• Initial Complaint

  Date:10/24/2022

  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.

  To whom it may concern
  I ******* ****** writing this letter in reference to Priceline airline. On October 16 a day before my birthday I booked a flight with Priceline which I rescheduled twice. On that’s over 16 show up to the airport hour early and was told that my baggage could not be checked in due to a two hour check-in. I was informed by ******** ******** that I was to be informed by Priceline of the check in time. At no point in time Priceline inform me of the two hour check in time. So when I show up with my bags to the kiosk it wouldn’t allow me to check in at six. So I requested some assistance from the agent there near the kiosk and she informed me to go to customer service desk. When I get to the Deas I was informed that I can get on my flight but my badge could not be checked in and I ask why agent stated that I was supposed to be there two hours early. My ride has left The airport I had no way to get back home so I requested that the agent check for another flight. I booked the flight for *** and paid $150 plus $30 for my bags. This was it inconvenience to the person I was visiting and myself because she live five hours away I had to drive five hours to come get me from the airport. Then Agent didn’t Put me in the seat that I pay for.I had tried to settle this matter with Priceline due to the fact that I was never notified that I needed to be checked in by two hours. I have asked for some conversation for this issues and I was told that Priceline no longer is handling my flight and they could not assist me with this matter. I have tried to contact them on many occasions to settle this matter but still receiving the same answer for the results there is nothing they can do. Priceline is responsible for informing a customer of any policies and procedures of the book flights and supposed to Inform the customer which they wouldn’t negligent to do. I have spoken to a supervisor and customer service and neither one could assist.

  

  Business Response

  Date: 11/06/2022

  Dear ******* ******,

  
  Thank you for contacting us regarding your reservation with Trip Number ***********.
  

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

  We're sorry to hear what happened at the airport.
  

  We understand that you were asking for reimbursement for the amount you paid with ******** ******** for the new flight plus the baggage fee.
  

  Regrettably, we are unable to grant the fees paid at the airport.
  

  The fees and airfare difference is beyond our control.
  

  Moreover, the information on how to check in on your flight is available on our website.
  

  It can be shown in Manage > See all FAQs.
  

  All passengers are expected to check in at the airport at least 2hours before the scheduled departure for domestic flights and 3hours for international flights.
  

  For additional information, you may refer to this link below:
  ***************************************************************
  

  We sincerely apologize if we cannot provide you with a more favorable resolution.
  

  Sincerely,
  Executive Offices

• Initial Complaint

  Date:10/21/2022

  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 booked a hotel called ***** * ** ******* ****** on priceline.com for the dates Oct 7-9, 2022. The booking confirmation number is **********. There was and still is no clear statement on the booking that I need to pay an extra fee for bringing a pet with me during the stay. When I got to the hotel, I was forced to pay $40 dollars for 2 nights because the hotel insisted they have a policy. When I checked with Priceline, they directed me to *********** and said the actual booking was done there. I then contacted *********** and they helped me make sure *********** listings state clearly that there's a pet fee. And it got clear to me that it's Priceline's fault that the pet fee was not stated in their booking listings. I would not book that hotel if there's an extra fee for pets. I then came back to Priceline and they refused to provide any solution and still tried to push me to ***********. As a customer, I don't understand why they just cannot admit their fault in the listing and help me with it. And I don't care if the actual booking is done through another website. Priceline should be responsible for checking, not me. I'm requesting to get my $40 pet fee back as I was misled into booking for that hotel.

  

  Business Response

  Date: 10/28/2022

  Dear ***** ****,
  
  Thank you for contacting us regarding your hotel reservation at the ***** * ** ******* ****** for Request Number 1*********6.
  
  We are writing in response to your Better Business Bureau complaint.
  
  As we understand, you have concerns regarding the pet fee charged by the hotel. Our records indicate that during the booking process, we guaranteed a pet-friendly hotel; however, we did not guarantee it to be free of charge. We also indicated that a credit card is required at check-in for any hotel fees, or incidental charges such as the pet fee. 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 within 3-5 business days. 
  
  We hope you find this information helpful.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 10/28/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:there’s no clear pet fee indicated on the booking page. It’s misleading as if there’s pet fee, I won’t book this hotel any more. Priceline is responsible for providing information like that to customers.
  
  
  
  Sincerely,
  
  
  
  ***** ****

  

  Business Response

  Date: 11/09/2022

  Dear ***** ****,
  
  We received your rejection.
  
  The additional policy under the Important Information section of your contract page and itinerary indicated the following:
  
  "Pets are allowed on request. Charges may be applicable."
  
  This fee is at the hotel's discretion. Regrettably, we cannot refund the charge.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices