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

6,961 total complaints in the last 3 years.
2,075 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:10/13/2022
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 car rental with ****** **** * *** to ** ***** via Priceline on 8/31/22 for travel from 10/18-10/26. The reservation was a prepaid booking and I was charged $385.69 on 8/31/22. Due to hurricane Ian, we cannot take the trip since the area is devastated and my sister's home in uninhabitable. I had to cancel the flights and had no issues from the airlines. But when I tried to cancel the car rental, Priceline will not budge. Under any other circumstances I would accept the non-refundable cancellation-but this was a natural disaster beyond our control and feel that Priceline should reimburse the charge since there is nowhere for anyone to go at this time-I also feel since so many people lost their cars in the hurricane-we should not be using a resource that others that live in the devastated community may need to get where they need to go. I am asking Priceline to make an exception.
get around
Business Response
Date: 10/26/2022
Dear ***** ******,

Thank you for contacting us regarding your rental car reservation with ****** **** * *** for Trip Number 14*********.

We are writing in response to your Better Business complaint.

We understand you requested to cancel your reservation due to the weather event. Upon review of the booking details, it shows that the reservation holder 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 used to book the reservation.

Thank you for your time, and we hope to hear from you soon.

Sincerely,

Executive Offices
Customer Answer
Date: 10/26/2022
Hello:

The reservation was under my husband's name, ******* * ******-he was going to be the main driver.

Thank you .

***** * ******
Business Response
Date: 11/06/2022
Dear ***** ******,

We received your verification.

On October 31, 2022, we received a notification from your bank indicating that you disputed this transaction. The dispute initiated the chargeback process between your bank and Priceline, which means that all communication regarding this case must be made directly with your financial institution. Due to this, we could not take any action on this matter. However, if the bank closed its investigation in Priceline's favor, kindly take a photo of the email confirmation or letter from them, and attach it to your BBB complaint so we can further review your case.

Thank you for your time.

Sincerely,

Executive Offices
Initial Complaint
Date:10/13/2022
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.
Attached are documents of three stays at H****** *** ************** ****** One if those stays is a duplicate. ******* *** canceled the duplicate stay right away. Priceline didn't with contacting me after I contact them on several occasions.
Business Response
Date: 10/26/2022
Dear ******* ******,

Thank you for contacting us regarding your bookings at the ******* *** ************** for Trip Numbers *********** and ***********.

We are writing in response to your Better Business complaint.

As we understand, you double-booked your hotel reservation and did not receive a refund for one of the bookings after receiving cancellation confirmation from the property. We contacted the hotel and spoke with Mariela at the front desk, who confirmed that they canceled and waived the penalty for your reservation under Trip Number *********** (Confirmation Number R3*********). Therefore, we refunded $193.97 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:10/13/2022
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 business class flight purchase on 22 Nov 2021 in the amount of $5,534. This refundable ticket has been requested to be refunded due to Omicron forcing me to cancel the flight. It is now October 13, 2022, almost a year later, and Priceline has yet to issue my refund. I've spoken to MANY supervisors in the last few months, and they all go in circles saying that they are waiting on **** ******* to give approval, which they already have. On Sept 28, I spoke to another supervisor and they told me that it would be processed within 48-72 hours. I called again on Oct 13, and Chaz, the supervisor, refused to help me. She kept saying that she has already sent two emails to **** *******. When I asked her to please contact **** ******* on the phone while I'm on hold, she refused and just sat there in silence. For 10minutes, she sat there in silence refusing to acknowledge my requests. That phone call is recorded, and I would hope that it is tracked. The call was at 9:23AM EST with Chaz, a supervisor in the flight department.

It is a complete shame that a "supervisor" refuses to talk to a client about a refund that is due to him.
Business Response
Date: 10/24/2022
Dear **** *******-*****,

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

We truly apologize for all the inconvenience. We are glad to let you know that finally, we were able to initiate the refund on our end today, Oct 25, 2022, for 5534.00 USD. We process refunds in one business day. Posting depends on your bank's processing time. Usually, it's 7-10 business days.

Once again, ****, we're sorry for the delay in refunding your ticket. We previously encountered errors.

We hope to have the opportunity to regain your confidence in booking with us in the future when you have travel planning needs.

Sincerely,
Executive Offices
Initial Complaint
Date:10/13/2022
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 ordered a compact vehicle from Priceline via ******* car rental for my trip to ******** ** from 9/22-9/25 for a total of $266.26. upon arriving to the airport car rental center the attendant Jordo stated there were not any more Compact vehicles available for rentals and he was placing me into a full size vehicle. He placed me into a 2020 Silver Toyota Camry. Upon getting in the vehicle it was filthy there was stains and dirt throughout the car went opening the trunk there were boots in the trunk. There was scratches going up and down the driver side and the passenger side doors on both sides of the vehicle on the hood of the car the paint was coming off and upon starting the car up the check engine light came on. I alerted Jordo about these issues and he stated to take pictures and he took the shoes from the car and he stated to take all the issues up with Priceline. I'll contacted another representative from ******* and they stated the same as well. When I ask Jordo can I get into another vehicle since this one is severely damaged he stated no since he already upgraded me from a compact to a standard full size vehicle. So when driving off the vehicle started shaking extremely badly so I contacted ******* again they asked me to contact Priceline. I contacted Priceline and they stated that they was going to investigate the issue and to continue on with the rental that I have I did and I continue to take pictures of the issues that I have with the vehicle. This was on 9/22 the day I picked up the vehicle. I contacted Priceline back again on 9/25 because I didn't get a follow-up about the investigation about the vehicle and the representative stated that they was going to give me a refund due to the bad experience that I had with the vehicle. I was told by the gentleman to expect a refund within 3-5 business days. I called back on 9/29, 10/6, 10/10 because the refund was not there and a female representative from Priceline tells me the same thing so wait 3-5 days.
Business Response
Date: 10/26/2022
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 had issues with the overall condition of the vehicle you received from the rental counter. Our records show that we refunded $214.26 for your reservation, excluding the non-refundable insurance coverage, to your account on October 12, 2022. You may contact your bank 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:10/13/2022
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 is offering a room with a description for 2 bedroom with 3 queen beds however after paying and confirming the confirmation show only single bedroom with 1 queen. They say it's a possible technical issue but it it's bait and switch.
Business Response
Date: 10/20/2022
Dear ******* ********,

Thank you for contacting us regarding your hotel reservation at the ******* ** ****** ******* ****** **** for Request Number 16*********.

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

We understand that you have concerns regarding the room type on your reservation. Our system confirmed this booking based on the available inventory that the hotel provided us during the booking process. We apologize that it was confirmed differently. Our records also indicate that your reservation was canceled and fully refunded.

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 18 January 2023 at 8:19 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:10/13/2022
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 two stays at ******** ******** ****** using Priceline. I accidentally booked one night twice. The resort pointed it out and didn’t change me the resort fee for the extra night I didn’t need. They told me to call Priceline back for a refund. I called Priceline talked with first rep who told me they don’t do refunds. I asked for a manager. I advised them I am in ******* where the hurricane just hit. The manager Ann got on the line and told me they had to reach out to the hotel to confirm they won’t charge the extra night that was double booked. Because the resort didn’t answer they told me I have to wait 2 days till they get a resolution. It was double booked on accident it should have been refunded
Business Response
Date: 10/20/2022
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 booked the reservation for the wrong dates. We contacted the hotel and confirmed that you only used the second night. Therefore, we processed a refund for the first night of 35.69 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:10/12/2022
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 and paid for a hotel reservation using the Priceline app for a hotel stay in the name of my son. The reservation was for the ******** **** ******* ****** * **** ***** * ******* ****** hotel, located in **** ****** **, from October 7th to 10th. The Priceline Trip Number is 1************* and the confirmation number (I believe in the hotel reservation system) is *********.
Upon my son's arrival, the reception desk attendant informed him that there was no payment received from Priceline for the reservation in question and that he would have to pay for the nights if he wanted to stay there. Since it was late, and he had an appointment the next day in the morning, he paid for the hotel stay. I have the receipts for the payment I made to Priceline and the payment he made to the hotel.
I have chatted with and called Priceline several times. Due to the awful customer service and the various attempts to throw the ball in the hotel court (by the way, I also called the hotel and received the conformation from a reception desk agent that there was no Priceline payment received by them; I later spoke to the hotel manager, Reggie, who did not confirm that a payment was made by Priceline, just said that he needed to call Priceline to discuss a few things) and the latest information I got from Priceline is that the hotel should refund me, not them.
Therefore, I initiated a refund process from Priceline via PayPal, the payment method I used to prepay the reservation, and am making this complaint since I have never experienced such bad customer service, am shocked by the fact that this company is allowed to do business and amazed that they seem to have no clear record of the payments they make (or not) to providers.
Business Response
Date: 10/20/2022
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 charged you for your prepaid reservation. We called the property and confirmed with Eric (Front Desk Agent) that they refunded the incorrect charge of 286.68 USD to the same credit card presented at check-in. They processed the refund on Oct 18, 2022. You may contact the hotel if you need further details regarding the refund.

We hope you find this information helpful.

Sincerely,

Executive Offices
Initial Complaint
Date:10/12/2022
Type:Customer Service 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 have been trying to use my credit with Priceline for the past three days and I haven't been getting the best customer service. I am a business owner and wanted this to be smooth but every time I tried to call they couldn't understand what I was doing. I wanted to book a round trip with my one way credit on my account and the only way I could book the flight was through calling them.
Business Response
Date: 10/25/2022
Dear **** ********,

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

We understand that you wanted to have a billing adjustment.

Upon placing the ticket for a travel credit we have provided the ******** ******** Travel Credit Guidelines.
• Travel credits may be redeemed for future ******** ******** flights only and may not be used towards a previously purchased ticket or the purchase of a vacation package.
• Exchange and travel must be completed within one year of the original date of issue.
• At the time of redemption, you will be responsible for the airfare difference between your original and new tickets plus ******** ********' $0.00 change fee if applicable.
• Travel credits are non-transferable
• You may visit the My Trips section of our website for a link to your tickets fare rules

When you are ready to rebook, please search for your preferred flights and fares on our website then call our Customer Care team to reissue your tickets. Customer Care is available 24/7 at ###-###-#### or if dialing internationally please call ###-###-####.

Regrettably, we cannot proceed with your refund request as the ticket is nonrefundable per ******** ******** fare rules and restrictions.

We appreciate your time.

Sincerely,
Executive Offices
Customer Answer
Date: 10/26/2022

Complaint: ********

I am rejecting this response because:this isn't about ******** ******** this is about Priceline's terrible customer service along with not understanding what I was trying to do.

Sincerely,

**** ********
Business Response
Date: 11/05/2022
Dear **** ********,

We received your rejection. We have provided you with the guidelines for rebooking your tickets. You can only rebook your ******** ******** travel credit by calling our Travel Services Department.

We appreciate your time.

Sincerely,
Executive Offices
Initial Complaint
Date:10/12/2022
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.
On 10/11/2022 I did the price breaker deal on a hotel in ******** **. My family and I wanted to stay in a ********** ***** on the river in *******. We researched all 3 properties on the price breaker deal and all 3 hotels said they were riverfront and in the river. I decided to do the pricebreaker deal because the description of all 3 hotels met are ****** which was to be on the river. We ended up getting the ******* *** ******** ******** ********. We were super excited until we decided to call the hotel to ask a few questions. Turns out the hotel I’m not on the river as the description says on Priceline’s website. I called Priceline to dispute this and was advised they can do anything about this since it was booked as a price breaker. I explained that on Priceline’s website description ******* *** ******** states it is “Riverfront” and also in the description it says “located alongside the river.” This advertisement is very misleading and and false. I would have never selected the price breaker if I knew the hotel was not on the river. I didn’t necessarily want a refund. I just wanted for Priceline to place me in another one of the 3 hotels that was actually in the river since that’s what we really wanted. Priceline refused. I feel like as a consumer I was mislead and lied to. I did my due diligence as a consumer to read the description of each hotel and yet I was sold something that was falsely advertised and is not what I paid for. Ticket Case #*********.
Business Response
Date: 10/19/2022
Dear ***** ******,

Thank you for taking the time to contact us regarding your hotel reservation.

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

As we understand, you requested to change the hotel confirmed on your reservation. We reviewed our records using and verified that your name is not registered on the 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.
- Relationship to the Reservation Holder.

We look forward to hearing from you.

Sincerely,

Executive Offices
Initial Complaint
Date:10/12/2022
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 bought a trip for me (**** ***), my husband (*** ****), and my stepson (*** **** to *******, ********. The purchase date was May 27, 2022, Priceline Trip number: *************8. The departure date of the trip was July 26, 2022, and returning on August 9, 2022. We didn't have any issues with the departure flight but coming back home on August 9th, we ran into some trouble.

When we checked in for our flight in *******, we were denied boarding. As you can see in our flight information, we were supposed to leave the airport in ******* to ****** Airport in ***** and then later, board at ****** Airport in ***** to fly back home to *******. ***** Airlines would not allow us to board because they said that hopping from one airport to another (landing in *** and exiting out of ***) was not allowed at the time due to new Covid-19 restrictions. This is an itinerary that should not have been sold. We were not the only ones denied boarding. There were several people faced with this issue. I was on the phone with Priceline for hours and they said they could not change our itinerary. They would not do anything to help us. I had to buy new airline tickets for me (**** ***), my husband (*** ****), and my stepson (*** **** so that we could come home the next day. All I want is for Priceline to refund half of the money I spent on these airline tickets because we were only able to use part of our itinerary. Hours before our flight, I got an email from an ******** Airlines agent stating that we must contact the booking agency to change our flight information because we cannot change airport when we're in *****. If we are in transit, we must stay within the same airport to catch a connecting flight. When we were denied boarding, ***** Airlines told Priceline to make the change for us but Priceline said they couldn't do it. At first, they were going to give us a partial refund but after hours of being on the phone, they changed their minds. It was so bizarre and so stressful.
Business Response
Date: 10/24/2022
Dear **** ***,

Thank you for contacting us regarding your ******** Airlines and ***** Airlines tickets with Trip Number 5*********8. We are writing in response to your Better Business Bureau complaint.

We are sorry to learn that you and your family were denied boarding by ***** Airlines.

We confirmed with ***** Airlines that your return tickets were valid. However, there are documentation/s required, such as a valid vaccination certificate or a negative test certificate that you tested within 72 hours of leaving the country and a transit visa.

We contacted *******n Airlines as they are the validating carrier of your ticket. We had a three (3) way call to ***** Airlines requesting your refund. Unfortunately, we got denied. They reiterated that ensuring the required documents to your destination country is the sole responsibility of the travelers.

Regrettably, we cannot proceed with your refund request as the airlines did not allow it. We appreciate your time. Stay safe and healthy!

Sincerely,
Executive Offices
Customer Answer
Date: 11/15/2022
Just getting back to this situation regarding complaint #********.

I am requesting for this complaint to be opened. I am disappointed with Priceline's response, as usual. What they said was not true at all. I have more evidence to provide.

Thank you.

**** ***
Business Response
Date: 11/27/2022
Dear **** ***,

We understand that you are unhappy with our response. However, our hands are tight with the policies and guidelines of the airlines Since the airlines did not allow the refund, we are not authorized to process it.

We appreciate your time. Stay safe and healthy!

Sincerely,
Executive Offices

Customer Answer
Date: 11/28/2022

Complaint: ********

I am rejecting this response because:

Priceline sold me a ticket that was not useable.

My family and I were refused boarding onto ***** Airline.

I need to be reimbursed for the portion of the tickets that my family could not use to return home. Or, you can reimburse us for the new tickets that we had to buy. Please take a look at the total costs of the new tickets I had to buy to get my family home. There were costs to lodging, transportation, and foods for us that I was generous enough not to claim. I am only asking for reimbursement of the flights we were denied to get home. Or, reimbursement for our new seats I had to buy.

Sincerely,

**** ***
Business Response
Date: 12/08/2022
Dear **** ***,

Thank you for contacting us regarding your reservation with Trip Number ***********.
We're sorry for the inconvenience.
We revisited your concern to ensure we did not miss anything; however, our ability to refund or reimburse you is subject to the airline's approval.
There is nothing more, we can provide and add to what has already been stated in our previous correspondence.
You may refer to our Terms and Conditions included on the email itinerary sent when you booked the reservation.
Link: **********************************************************************

***** ****** ******** * ** ******* * *** ************* ******
We sincerely apologize if we cannot provide you with a more favorable resolution.
Sincerely,
Executive Offices

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