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

  800 Connecticut Avenue Extended Norwalk, CT 06854

  
• 

  Priceline.com LLC

  800 Connecticut Ave. Norwalk, CT 06854

  
• 

  Priceline.com LLC

  Norwalk, CT 06854

  
• 

  Priceline.com LLC

  800 Connnecticut Avenue 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:10/17/2022

  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.

  This is the worst car dealership I have ever been to! We waited around for hours past our reservation start time, in a hot shady little office with a hot, tired toddler. We booked weeks in advance and they were telling people “they might not have enough cars?!?” There we’re only two guys in the building and like twenty people waiting for cars that they ALREADY PAID FOR. Then when we got the car it was all scratched up, filthy om the inside, smelly (my husband said it smelled like cat pee) and the toddler car seat we paid $70 something dollars to rent was disgustingly dirty!
  The website looks nice and legit but this company is not and they take your money and have you waiting forever past your reservation time for a dirty, smelly, banged up vehicle. And we paid $623 for a car Priceline told me I had prepaid for at $327 already! What are all these fake additional fees! It’s fraud and robbery! Where is the Priceline guarantee?!? I wanted to rent a CLEAN, SUV. No one advertised an unclean, smelly, banged up piece of crap or why would I pay for that?!? Where is the support?!? We called several times from the car rental place while waiting around to see if we’d be one of the lucky ones to get a car that we’d already prepaid for and no one was available to help. I asked to speak to a supervisor and got someone even younger whose English was impossible to understand 50% of the time!!! You’re gonna rent me a car and tell me it’s a nonrefundable purchase but the rental car doesn’t have to deliver the vehicle on time, they don’t have to clean it, they don’t have to have any standards what so ever?!? Priceline let’s a place do this to its customers? Then why would I bother using Priceline again?

  

  Business Response

  Date: 10/27/2022

  Dear ***** *******,
  
  Thank you for contacting us regarding your rental car reservation with ** Car Rentals for Trip Number ***********.
  
  We are writing in response to your Better Business complaint.
  
  We apologize for the inconvenience caused by the delay and poor vehicle quality you received from the counter and for the additional bill incurred for this prepaid booking. We are currently working with ** Car Rentals to verify the charges, and we also requested compensation for the issues you had with the wait time and vehicle condition. Kindly post a reply to this message after five (5) days for an update/resolution.
  
  We appreciate your patience while we continue to work to resolve your issue.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:10/17/2022

  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 booked a hotel room through Priceline on August 20, 2022 with ******* *** in ********* **. For $148.97. Priceline assured me it was clean and with an elevator(I can’t do stairs). This hotel was disgusting, towel racks were ripped off the walls, smelled like smoke, hundreds of cigarettes butts outside the AC . When u turned the AC on which the control knobs were broken, cigarette smell came through the vents. There was mold around the bathtub and toilet, carpet was disgusting, cigarette burns/holes in the chairs, furniture was chewed up, and broken. People hanging outside playing loud music and smoking pot. When I complained to the hotel staff a man came out from the back room with a soiled white T-shirt, it appeared he just crawled out of bed. They wanted to charged and extra $20 to switch rooms. I said no, it’s overpriced as it is, it was 10.30pm and I just drove 10 hours. I asked for refund, they said no, bc it was booked through a third party. I told the hotel staff I should just sleep in car, and she laughed. I took the room, slept with my clothes and shoes on, in case I had to leave in a hurry. I have never stayed in such a disgusting hotel and rude staff. The next day I look at there website, they were charging $55.00 a night, now I now why. There reviews were very poor, and right on. Priceline will tell you anything, to make a sell. I will never used Priceline again.

  

  Business Response

  Date: 10/25/2022

  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 processed a full refund of 148.97 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

  Customer Answer

  Date: 10/27/2022

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:10/17/2022

  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 the 4/6/2022, I wanted to travel to ***** in July, so I booked with Princeline on the 6th of April2022, I used my credit card to pay for the price. I was given my itinerary number which was 53*********, I was also given my confirmation codes and everything. From that time I heard nothing again, I was waiting for the day to come so that I can travel. I sometimes get information that my confirmation number has changed, they give me the new one and I write them down. So on the 9/21/22, a day before my departure I called customer service for confirmation on my trip, the representative told me, everything is set and gave me my departing time and everything, I set off the next day which was the 22nd of July 2022, from ******* to *** ****. When I got to *** ****, I went to ******** ******* to do my check in, to my surprise, I was told I have no ticket but they can see I had a reservation but it has been canceled, I called Priceline customer service to get explanation but I was on the phone for more than two hours nothing came out, I called again and the lady said they are not getting any response from ******** ******* so she get back to me later, so I was told if I want to travel, I have to pay one thousand dollars cash of which I did. So I need a refund of my money please. I tried calling customer service to find out what next but they keep on ignoring me.

  

  Business Response

  Date: 10/30/2022

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

  
  Thank you for contacting us regarding your reservation with Trip Number 53*********.
  

  We received your Better Business Bureau concern. 
  

  We are currently making attempts to resolve this issue for you. We are working hand in hand with ********* to provide the latest update regarding your refund request.
  

  Since we no longer have control of your ticket, all refunds must be directed to the airlines. 
  

  We sent an email to ********* to follow up on the status of your refund.
  

  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

• Initial Complaint

  Date:10/17/2022

  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 October 14 2022 I booked a room through Priceline for 208 dollars at ******* *** in *****s next to the *** airport the room was supposed to be a smoking room and breakfast was supposed to be allowed along with parking when I got to the hotel smoking was not allowed in the building breakfast was not being offered and they had no parking lot. I called Priceline and spoke with Ester telling her I would like some of my money back she could not refund me anything. I then asked Ester to pass me to a supervisor she then gave me to Alexis who told me I booked a nonsmoking room and there was nothing that can be done about it even if I make a complaint I tried to tell him that I had a snippet of the page where it says smoking is allowed, and that I had checked a few times that it was a smoking room I had picked. This was very inconvenient and then being told it was my fault that I picked a nonsmoking room which I did not Priceline messed up my reservation.

  

  Business Response

  Date: 10/27/2022

  Dear ****** *******,
  
  Thank you for contacting us regarding your reservation at the ******* *** **** *** ******* for Trip Number ***********.
  
  We are writing in response to your Better Business complaint.
  
  As we understand, you booked a non-smoking room with Free Breakfast and Parking, but the hotel was a non-smoking property and did not offer the amenities we guaranteed. We called the hotel and spoke with Preet at the front desk, who explained that they used to have Free Breakfast but temporarily discontinued it due to Covid. We indicated during the booking process that food and beverage services at this property may be limited or unavailable due to the coronavirus (COVID-19). She also added that they do have free parking, but it is on the road as they do not have a parking lot. Lastly, we confirmed that you booked a Standard King Room without a smoking preference and verified with the property that they are a non-smoking hotel.
  
  As goodwill, we processed a 20% refund of $41.78 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

• Initial Complaint

  Date:10/17/2022

  Type:Billing 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.

  This is regarding our recent hotel reservation using Priceline's "Express Deal" offering. My issue is with Priceline's failure to disclose more than $270 in mandatory hotel fees - which for 2 night amounted to more than the price of a single night at the hotel.
  
  Since it's an "Express Deal" - as the consumer, we don't know the name of the hotel before booking. It's a gamble on what hotel you're going to get, and I understand that and accept that. We had no issues with the hotel itself, it was quite lovely with amazing views of the hotel.
  
  When taking advantage of "Express Deal" offers in the past, I've always found that Priceline states that a mandatory resort fee of X dollars per night is due at hotel check-in. That did not occur in this case - as shown in the email confirmation I received after booking. When I contacted customer service, they could provide no evidence that they had disclosed these fees and in fact indicated "we do not know the hotel fees of each hotel they are different and can vary in price and services, this is why this information is disclosed in the itinerary so that the guest can call to see what fees may be charged from the hotel."
  
  But how could I call a hotel - that I don't know the name of until after I've booked a non-refundable reservation? We asked at the hotel - and they said their website clearly states these fees - but again, there was no way for us to check the website to learn of these fees until after we'd already committed to staying there.
  
  Let me say the hotel was lovely - and I would stay there again - but Priceline not stating the presence of these fees is highly deceptive, and candidly quite dishonest. Disclose the fees, and then let the customer decide if they want to book that hotel, knowing of the general amount they will pay at check-in. I'm requesting that Pirceline refund us for $272.94 we paid in mandatory fees - which included a daily resort fee, a daily administrative fee, and a $120 mandatory cleaning fee.

  

  Business Response

  Date: 10/25/2022

  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, the hotel charged you for your prepaid reservation. We called the hotel and confirmed the additional charges. Therefore, we processed a refund of 272.94 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

  Customer Answer

  Date: 10/26/2022

  
  
  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. Thank you so much for assisting. 
  
  
  
  Sincerely,
  
  
  
  * ***** ********

• Initial Complaint

  Date:10/17/2022

  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 was online booking a flight to ***** ******* on 09/05/2022, I was able to book a flight to ***** under ********* *** and ******** *******s on the return flight from ***** to ********. On October 10th, I need to cancel the flight under ******** *******s (flight is 10/22/2022). When I booked the flight, it stated that I could cancel within 24 hours. I tried to cancel thru ******** *******s they said I need to go to Priceline to cancel. I tried cancelling thru Priceline and they said it's not eligible for cancellation. To be honest, I didn't even know I went thru Priceline as I was looking at the ******** ******* website. I want a refund of $126.00, credited to my credit card. I am getting nowhere as nobody will assist me.

  

  Business Response

  Date: 10/30/2022

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

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

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

  We researched the information provided to BBB and found that you have a flight with ******** *******s booked on our website.
  

  We see that the reservation was emailed to ***********************
  

  Checking your ******** *******s reservation, the airline invalidated your ticket and tagged you as a no-show.
  

  We requested a refund on your behalf and explained your attempt to cancel with them, but they denied our request to refund your tickets.
  

  Since this reservation is prepaid with the airline, we have no control over the refunds of your tickets.
  

  Although this may not be the desired outcome, we appreciate the opportunity to review your request.
  

  Sincerely,
  Executive Offices

• Initial Complaint

  Date:10/14/2022

  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.

  Trip #************** with priceline / travel services.
  
  I cancelled 3 days prior to arrival and within 2 days per the online policy. I booked a different hotel on priceline, After booking the 2nd hotel, the system would not let me cancel. I called a representative who stated I was within policy and they would get back to me. No one has ever called me back, I have called them 4 times with no response. I went a step further when I arrived in *** *****, I went to the hotel Excalibur front desk, spoke to the supervisor who cancelled the reservation with no penalty. Priceline still telling me the charge is being researched and has still not returned my call. This is fraud / scam and can't imagine I'm the only complaint. I just want my funds refunded as the hotel never charged and I was mislead in being able to cancel outside of 2 days.

  

  Business Response

  Date: 10/27/2022

  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 the hotel offered to refund your reservation. We are currently working with the ********* ***** *** ****** regarding your concern. Kindly post a reply to this message after five (5) days for an update.
  
  We appreciate your patience while we continue to work to resolve your issue.
  
  Sincerely,

  
  Executive Offices

  Customer Answer

  Date: 11/04/2022

  Any updates to this fraud by Priceline.

  Here is an email directly from the hotel this was cancelled no charge

   

  Thank you

   

  **** ******

  714.348.3399

  

  Business Response

  Date: 11/09/2022

  Dear **** ******,
  
  Thank you for reaching out back to us.
  
  We received confirmation from the hotel that they canceled the reservation free of charge. Therefore, we processed a full refund of 297.98 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

  Customer Answer

  Date: 11/18/2022

  Looks like they refunded this charge

  Thanks for your help

   

  Thank you

   

  **** ******

  714.348.3399

• Initial Complaint

  Date:10/14/2022

  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.

  Airline tickets were purchased in March 2022 and then in July 2022, the flights were changed and the tickets reissued by Priceline. In that process, the agent incorrectly handled the reissuing of a ticket in the name of ***** *******, my son. On Sept 1, 2022 when we attempted to check in for the flight, *****'s ticket could not be checked in. Calling ***** Airlines we found out it was an error made by Priceline in July which would not allow the ticket to be used. I contacted Priceline on 9/1/22 and was told I needed to purchase a new ticket for *****'s flights and submit the receipt to Priceline for a refund. The receipt was submitted through the Priceline portal on 9/1/22. I contacted Priceline on 9/16,9/20,9/22,10/3,10/4,10/5 and 10/14. On 10/5 I was told the refund would be issued to the credit card within 5-7 business days. On 10/14, I was told the case was being escalated to the accounting office for review once again. I was told that someone from the escalation department will contact me when they hear back from the accounting office. Attached is the original credit card statement with initial charge, confirmation email that Priceline received my request for refund on 9/1/22, copy of receipt for purchase of additional ticket, and notes for all attempts to resolve this with Priceline.

  

  Business Response

  Date: 10/28/2022

  Dear ***** *******,
  
  
  Thank you for contacting us regarding your ***** Air Lines (**) tickets with Trip Number 5*********8. We are writing in response to your Better Business Bureau complaint.
  
  
  We truly apologize for the inconvenience. We understand that we need to refund the new ticket bought for Mr. ***** William ******* amounting to 787.20 USD. 
  
  
  As of the moment, we are unable to refund the original form of payment. We can do an ACH transfer or send a check. 
  
  
  If ACH Transfer:
  Bank Name
  Account Number
  Routing Number
  Address
  
  
  If Check:
  Mailing Address
  
  
  Please reply with a Rejection of your preferred refund process. We appreciate your time.
  
  
  
  
  Sincerely,
  Executive Offices

• Initial Complaint

  Date:10/14/2022

  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.

  My wife (****) and I made reservations to the ******** ***** in ******** ***** *** ****** for 8-9 October 2022.The room costs $246.97 and the money was deducted from our account immediately. When we arrived at the Hotel, we were told that our confirmation had not been received from Priceline and we could not check in. The ******** *****, who by the way, went out of their way to help us was phenomenal. They bent over backwards to help us by calling Priceline at least 6 times trying to get them to send our confirmation documents over. The confirmation was in the ********* system and they could see that we in fact had reservations that had been paid for but they needed Priceline to send the appropriate document. Needless to say, the Priceline never sent the proper confirmation after 3 hours worth of attempts. We didn't get the room, and missed all of our engagements and went home. On Sunday, 9 Oct 2022, we began the task of attempting to get a refund. It is now Thursday, 13 Oct 2022 and there has been no resolution, only promises that the customer service department will contact their third party to e-mail the ******** and wait on some kind of confirmation. Obviously the typical run around. It looks like their will be no resolution from Priceline so we are soliciting your help in this matter. Here are the details: Our reservations were for the ******** ***** in ******** **** ** for 8 and 9 October 2022. The trip # is: *************** the confirmation # is: ***********, the purchase date was 5 Sep 2022. Paid for by **** ******. the price is: $246.97. Please help.

  

  Business Response

  Date: 10/26/2022

  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 the hotel did not have your reservation in their system. We are in contact with our travel partner regarding your concern. Kindly post a reply to this message after five (5) days for an update.
  
  We appreciate your patience while we continue to work to resolve your issue.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 10/27/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response and agree to be as patient as possible while the situation is being resolved.  We did not use our reservation to no fault of our own not to mention ruining our entire trip and living a nightmare with no where to stay while on our trip.  We are asking that Priceline simply return our funds.
  

  

  Business Response

  Date: 11/08/2022

  Dear ******* ******,
  
  Thank you for reaching back out to us.
  
  We confirmed with the hotel that they did not have your reservation in their system. Therefore, we processed a full refund plus a goodwill refund of 38.46 USD for a total of 285.43. 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

  Customer Answer

  Date: 11/14/2022

  
  
  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. However, even though we were refunded our money, it would be a nice gesture to compensate us somehow for our nightmare weekend and our trip totally ruined.  Thanks for all of your assistance.

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

• Initial Complaint

  Date:10/14/2022

  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.

  Priceline has been fraudulently listing unavailable properties as available with "only 1 room left". After providing all personal and financial details and submitting the reservation form, Priceline informs customers that the room is no longer available. This has been occurring for at least a year. Priceline is engaging in deceptive business practices to steal the personal details of users by falsely advertising unavailable properties.

  

  Business Response

  Date: 10/21/2022

  Dear ******** ***,
  
  Thank you for contacting us regarding your unconfirmed 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 this unconfirmed request. We reviewed the information in our system and verified that we were unable to book the hotel due to changes in availability. Our booking system is linked to our travel partners' booking system. Just as with any other internet travel service or travel agency, there can be occasional time lags that impact true reservation availability. Your credit card has not been charged.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 10/24/2022

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

  The issues mentioned in the first email have not been addressed or resolved.

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

  

  Business Response

  Date: 11/01/2022

  Dear ******** ***,
  
  We received your rejection.
  
  We were unable to book the reservation due to changes in availability. Please note that our booking system is linked to our travel partners' booking system. Just as with any other internet travel service or travel agency, there can be occasional time lags that impact true reservation availability. Your credit card has not been charged.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices