Complaints

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

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• 

  Priceline.com LLC

  800 Connecticut Ave Norwalk, CT 06854-1631

  
• 

  Priceline.com LLC

  Norwalk, CT 06854

  
• 

  Priceline.com LLC

  800 Connnecticut Avenue Norwalk, CT 06854

  
• 

  Priceline.com LLC

  800 Connecticut 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:10/12/2022

  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.

  This complaint is against Priceline in regards to airline flight. I made flight reservations hotel and car rental reservations with Priceline on September 14 for round-trip tickets for October 18 k from ********* ********* October 25. I tired numerous times to book the flights on line but the flights would not book, I kept receiving “Not Available”. After trying many times and not being successful I called Priceline and was connected to a representative by the name of Angel. I gave her dates and times I wanted to go. The flights were booked and I noticed the return flights had a 3 hr layover in ******. I let it be as I had been transferred many times and put on hold many times. The next day I called Priceline again and said I wanted to change the return flights as I did not want a long layover on the return flights. The agent tried to get me on another return flight but it would be an additional $211.22 more. I said to go ahead and change it to the more expensive flights. This agent tried numerous times and could not book the more expensive flight but my credit card was charged. I told her to let it be as I was put on hold many times. I have called numerous times asking when I will receive a refund of the $211.22. I have been charged for something I did not receive. Each time I have called I have been told the complaint has been escalated and I should see a refund within 24 to 48 hours. It’s now 3 days short of being 1 month since I first had the flights booked and still no refund. My only thought is the company wants to keep the money to collect interest. With Priceline keeping people’s money ( I’ve read many complaints of people trying to get refunds from Priceline ) I didn’t want to make a complaint with BBB but after being told 4 times the refund would be made in 24-48 hours and nothing happened this was my last resort. Each time I have called the agents confirm the refund is due Please help me get the money refunded.

  

  Business Response

  Date: 10/24/2022

  Dear ***** ********,
  
  Thank you for contacting us regarding your Vacation Package with Trip Number ***********. We are writing in response to your Better Business Bureau complaint. 
  
  We truly apologize for all the inconvenience. We know that we are due to refund your 211.22 USD. We have followed up with our Accounting Department and requested to expedite the refund process. However, posting the credit to your account depends on your bank's processing time.
  
  Once again, *****, we are sorry for the negative experience. Stay safe and healthy!
  
  
  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.
  
  

  Taking 6 weeks to refund monies that you admitted were owed is horrible. Everyone I spoke to at Priceline in regards to my refund , the canned comment was, I have expedited this to refund your account within 24 to 48 hours.  I know for sure I was told this 5 times and 5 times it never happened.  I know you do this to everyone from the number of complaints filed against Priceline. I will never again use Priceline and make sure anyone asking about using Priceline know of my experience and tell them to check out the complaints on the Better Business Bureau. This business is definitely off shore as the many times I called in regards to my refund it was hard to understand some of the people with their heavy accent as I had to ask them to repeat themselves.  My lesson learned is never to use this company again.
  
  
  
  Sincerely,
  
  
  
  ***** ********

• 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.

  We purchased through Priceline flights from ****** ******** to *** **** October 3, 2022 with return from ****** ************* to ****** October 9, 2022. These tickets were purchased in March 2022 as part of our honeymoon trip to *** *******. Priceline never told us that our return flights were canceled in fact the information they send us still has those flights as flights for us to fly on on October 9. They sent email stating there was an itinerary change and to check the itineraries which was done through priceline and their app. Priceline‘s website and their app both stated the flight information for the return flight which still worked for us. No changes were requested by either passengers. The airline ********** stated they told Priceline the flights had changed and that we as passengers had two options. First option was to keep the flights with the change and second option was to cancel the tickets. We as passengers were never given the options but Priceline decided to cancel the flights and ********** issued a refund. We received the refund but didn’t know what it was from as the charges did not come through as Priceline or any familiar airline or any airline list because of abbreviations. Priceline app and itinerary as well as the representative when calling on October 9 all stated the flights and we can check in . Priceline did not notify us of any changes or give us any options in keeping the flights with the changes they didn’t notify us of their decision to cancel if we had we would’ve been able to book a new flight home prior to actually being at the airport which cost us more money. When calling to speak with representatives with Priceline customer service They are rude and they do not take any responsibility and nobody has authority to do anything including listen to what the problem is as they put it as a ********** fault not a priceline fault for their lack of communication.

  

  Business Response

  Date: 10/25/2022

  Dear ****** ********,
  
  Thank you for contacting us regarding your *** ******* Airlines (**) ticket with Trip Number 5*********8. We are writing in response to your Better Business Bureau complaint.
  
  We truly apologize for the inconvenience. We attempted to contact you in July and September regarding the schedule changes made by ** and emails. Kindly send us a copy of the receipt of your purchased tickets to ******* **, for review.
  
  We appreciate your time.
  
  
  Sincerely,
  Executive Offices

  Customer Answer

  Date: 10/25/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:it requested additional information so I would like to submit that additional information. 
  

  The system doesn’t allow for more support however there are emails stating the flight was on time from Priceline the day of the flight as well. Which is also misleading when Priceline showed we still had the flights and tickets. When calling the airline they still show that flight was on time and not cancelled in anyway, in fact we couldn’t our h tickets on the flight that morning because it was fully booked. Please provide a good solution.
  
  
  
  Sincerely,
  
  
  
  ****** ********

  

  Business Response

  Date: 11/03/2022

  Dear ****** ********,
  
  
  Thank you for getting back to us. We have validated the receipt directly with ****** ********. Please note that we will only pay for the difference in the ticket price.
  
  
  ** per ticket: 428.60 USD 
  ** per ticket: 163.60 USD
  Goodwill Refund Amount per ticket: 265.00 USD (** ***** ** as it was already refunded to you)
  Total Goodwill Refund Amount: 530.00 USD
  
  
  As of the moment, we're unable to refund the original form of payment. Instead, we can refund via ACH or check refund. Please provide us with the needed information on your preferred refund process.
  
  
  ACH
  Bank Name: 
  Account Number:
  Routing Number:
  Address:
  
  
  CHECK
  Mailing address:
  
  
  
  
  Sincerely,
  Executive Offices

  Customer Answer

  Date: 11/08/2022

  
  
  Complaint: ********
  
  
  
  Please mail it to me:  ***** **** ****** ******
  
                                 ******* ** *****
  
  
  
  Sincerely,
  
  
  
  ****** ********

  

  Business Response

  Date: 11/20/2022

  Dear ****** ********,
  
  We appreciate your patience.
  
  We have forwarded the request to send you a check refund of 530.00 USD to our Accounting Department. The refund process usually takes up to two weeks.
  
  We hope to have the opportunity to regain your confidence in booking with us in the future when you have travel planning needs. Stay safe and healthy!
  
  
  Sincerely,
  Executive Offices

• Initial Complaint

  Date:10/12/2022

  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.

  False advertising. When booking flights, Priceline’s website indicates that carry-on luggage is included in the ticket price. But, in fact l, it isn’t. So the final price you pay for the ticket has been falsely advertised. I spent $113 for a ******** ******** flight for Oct. 12 outbound from ********* ** to *** ****** ** booked through Priceline on September 23, 2022. Every indication is that the flight included carry-on luggage. When you go to website, an icon is at the top of the page that says “Carry-on included”. But when I went to check-in the day before my flight through Frontier, it turns out the carry-on was not included. I called Priceline customer service, spoke to 4 different agents, and they refused to rectify the situation in anyway by means of a credit or arrangement with ******** to include the cost of the carry-on, which I had to pay $69, plus taxes, to add to my overall trip cost that I was not anticipating. The last agent I spoke with cited a vague “disclosure” on the confirmation page—which is not provided in the email confirmation or itinerary—that each ticket is subject to its own “rules and regulations”. The confirmation page also says “Baggage fees are not included in your trip cost.” But these are vague statements. The issue is about a carry-on, not a checked bag which does normally require a fee. Though I was aware ******** charges for carry-on, I specifically booked through Priceline because of the advertised statement on the website that the ticket prices I was looking at included carry-on luggage costs. “Carry-on” bags maybe referring to personal items. But it is completely unclear. Carry-on colloquially refer to 40lb bags or under that can fit in overhead compartments. So this is a case of false advertising on the part of Priceline’s website, the main interface with customers, and, thus, their website should be used with extreme caution as you may run into a surprise billing situation as I did.

  

  Business Response

  Date: 10/24/2022

  Dear ***** ******,
  
  Thank you for contacting us regarding your ******** ******** and ******** ******** ticket with Trip Number 16*********. We are writing in response to your Better Business Bureau complaint. 
  
  We understand that you would like to have a refund of the baggage fee/s.
  
  Upon booking, we have disclosed that we've combined there (3) one-way flight tickets to get the lowest price possible. Each is subject to its own rules and regulations. We presented that Baggage fees are not included in your trip cost and provided the links to the baggage policy per airline.
  
  ******** ******** charges for carry-on, and ******** ******** don't. Regrettably, we cannot proceed with your refund request as we have no control over the baggage policy of ******** ********.
  
  We appreciate your time. Stay safe and healthy!
  
  
  Sincerely,
  Executive Offices

• Initial Complaint

  Date:10/12/2022

  Type:Service or Repair 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 a priceline customer for a long time. It has been my go-to site/app for anything related to my travel needs. I thought I am getting the best rates, and I believed it to be so true that I didn't care to check anywhere else.
  
  However, the recent experience has proven me wrong. Case in point - My recent trip id: ***************
  
  I booked my hotel stay for a price of $198.6 on Priceline website (that’s after using a $25 promo code!). Immediately after the booking I saw a lower price on ***** app. For the same hotel and same dates, it was showing the price of $159.11. Well, I thought priceline has the ‘price-match guarantee’, so I can't go wrong with the best price, and so I contacted the customer service to point out the price difference (case reference# *********). That's when I find out, they won't honor the lower price because its on the ***** app, and they would not check the price in the app. I offered to show them a screenshot with a lower price, but they didn't accept that too. Finally, I asked to cancel my booking so that I can re-book at a lower rate at *****. Even that wasn't honored.
  
  If nothing can't be done, they should at least provide the courtesy refund for the difference in the amount. Otherwise, it’s just a false and misleading claim of “best price guarantee” on their end.
  
  I am totally disappointed with priceline, and the so called "best price guarantee". I am no longer going to trust this site.
  
  I am uploading the screenshot of the lower price that I saw at *****, which their reps didn't honor.

  

  Business Response

  Date: 10/25/2022

  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 found a lower rate and would like to claim our Best Price Guarantee. We honor our Best Price Guarantee and have been refunding customers who are eligible to receive a refund for the rate difference. Our Best Price Guarantee policy for Hotel Express Deal bookings stipulates that Priceline VIP members could apply for the BPG claim if they find a better deal on the same hotel, including the same room type and dates. We checked the screenshot you attached, and it shows a rate of $160.93; however, the room type shows as One King Bed, Non-Smoking, which is different from the room description in your existing booking. Additionally, our Best Price Guarantee is for Priceline VIP members and only applies to fares available to the General Public, and booking through the ***** App is only available for guests who downloaded the application. 
  
  Regrettably, you are not eligible for our Best Price Guarantee claim. You may check our Best Price Guarantee policy details and restrictions in the help section on our website.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 10/26/2022

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

  The explanation given by Priceline are just excuses to not honor the lower price.

   

  1) They said that the room description is different - I checked with the hotel and they confirmed that I have a reservation for a classic room with 1 king bed, which is same as the room that is shown in the screenshot. Can Priceline confirm if anything is different here?

   

  2) They said that BPG is available only for VIP members - I am a Priceline VIP member.

   

  3) They said that BPG applies to fares available to the General Public - ***** app is available for general public, and the price I saw was available to general public. How does downloading ***** app, makes the price exclusive and not available to general public? 

   

  What's the point of Best Price Guarantee, when I see a lower price and then you don't honor that saying that it is through an app. Best Price Guarantee should mean the best price for the hotel, room and travel dates, period. And I did see a lower price for the same hotel, same room and same travel dates.

   

  Now if they are not going to honor their so called Best Price Guarantee, this will be my last booking on Priceline. After almost a decade, they have lost my trust. 

   

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

  

  Business Response

  Date: 11/07/2022

  Dear ****** ******,
  
  We received your rejection.
  
  We honor our Best Price Guarantee and have refunded customers for the rate difference as long as they are eligible for the claim. The room type on your contract shows Room Assigned at Check-in - Sleeps 2 Adults, which is different from the lower rate you found (King Bed Non-Smoking Room). On the other hand, the lower rate you found is only available to people who downloaded the ***** App and not to other customers who do not have access to the application. Our Best Price Guarantee applies to fares available to the General Public. Regrettably, a refund for the difference is not applicable.
  
  Thank you for your time.
  
  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 a reservation on Priceline for a hotel stay for two nights 10/10-10/12. I always look at the pictures before going as there was no reviews. I get to the hotel around 9:00 at night the first problem is I thought I was lost because I booked for a hotel called *** and when pulling in it was ******* ***. The place is filthy outside but I said to myself I can go inside and lock the door and be fine. I check in they placed a hold on my card at the hotel for incidentals on top of the 104.96 for the hotel stay. My trip number was **************, while in the office I ask how the area is and was told great no problems consider I am traveling with my fiancé but he works nights. So I get to the room the keys don’t work but I notice there is a footprint on the door from it being kicked in, so I proceed to go back downstairs there is many homeless as well as other people just standing around the property . Go back with a new key, before opening the door you can smell the stinch of cigarette smoke for a non smoking room as I have allergies, I open the door and NOTHING looks like the picture, the blankets have burn holes in them, there is bugs on the ceiling, the door doesn’t even have a lock on it to lock it after you come in, the bathroom door doesn’t have a knob it is full of toilet tissue the bath tub is black with mold around the edges, no linens or soap not that I would have washed in there, I wasn’t in the room five good minutes I went back down to let them know the problems and was told to call Priceline as they charged me for the stay. I book another room to get shelter for the night and proceed to call Priceline to be told we can give you a 15% coupon. This is not justifiable with the fact the pictures are not what is advertised that I was paying for.

  

  Business Response

  Date: 10/25/2022

  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 that you were unsatisfied with your hotel accommodation. Our records show that we have been contacting the property to request an exception to the cancellation policy, yet our agents could not get a hold of the front desk. We also called ***** Experience Team regarding your issue, but we did not obtain approval to process a refund since the property marked your booking as Checked Out.
  
  However, as goodwill, we refunded $104.96 back 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:10/11/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On sept 24th I made a reservation for a hotel and was charged. Went to the hotel and was told that there is no reservation and even after passing my phone to the hotel rep so he can look it up via confirmation number, they weren't able to find any. I had to pay out of pocket for the stay. Contacted priceline and after multiple calls, was told that the reservation was under name None None, which doesn't make sense and they won't issue a refund. Hotel rep couldn't locate it via confirmation number even after showing him the confirmation email so there's no way the reservation was there when i went there. Multiple people saw me passing my phone to the hotel rep so he can look it up via confir6 number and was not able to find it.
  
  Confirmation number: ***********
  Hotel: ******* *** *******

  

  Business Response

  Date: 10/19/2022

  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 find your reservation because you booked it with the wrong name. We called the property and confirmed with Sean (Front Desk Agent) that you used the reservation. Regrettably, this remains non-refundable.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 10/26/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: confirmation number was provided to the hotel agent and I did not book the room with name "none". No one in their right mind would book it with the name None. The priceline agent on my first call told me that you were having issues with your systems and had to do a major upgrade. If your system messes up, customers should not have to pay. BTW, years of travel via hotwire and never a single issues first time used priceline, and got scammed. 
  
  
  
  Sincerely,
  
  
  
  **** *****

  

  Business Response

  Date: 11/02/2022

  Dear **** ******
  
  We received your rejection.
  
  Since we value your business, we refunded the total reservation cost of 156.97 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: 11/03/2022

  
  
  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:10/11/2022

  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.

  My husband and I recently went to…
  My husband and I recently went to ******** ****** for a comedy show and wanted to stay somewhere for the night. Priceline offered us a stay at the ********* *** *** ******-pictures looked nice and it was just under $100. When we arrived at 1am after the show there were multiple sex workers and their pimps in the parking lot and we were worried about leaving our car there overnight but we were tired so we thought we would check in. Well. The room not only had a broken door lock/handle but was disgusting. We immediately left. As we were getting into our car police cars started showing up. It was a nightmare. We complained to the manager and he told us to call Priceline. We did just that and they just DID NOT CARE. This is complete misrepresentation and fraud. The room photos are NOTHING LIKE THE REAL THING. I am going to call the BBB today and we will NEVER use Priceline again. What a horrible company.
  Date of experience: October 07, 2022

  

  Business Response

  Date: 10/24/2022

  Dear ******* ****,
  
  Thank you for contacting us regarding your hotel reservation.
  
  We are writing in response to your Better Business complaint.
  
  We understand that you were unsatisfied with your hotel accommodation. Unfortunately, we could not locate the booking using the information in your complaint. For us to look for the reservation while at the same time maintaining the security of our customers' records, kindly provide us with the following information.
  
  - Priceline Trip Number
  - Reservation Holder's name
  - Relationship with the Reservation Holder
  - Phone Number and Email Address used to book the reservation
  
  We hope to hear from you soon.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:10/11/2022

  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 my card ahead of time and then the hotel charged me directly. I’ve sent them receipts showing they charged me over double what the hotel charged and no refund had been provided. They owe me $178.55.

  

  Business Response

  Date: 10/24/2022

  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, the hotel billed you additional fees for your reservation. The receipt you sent shows a charge of $63.68 for the Resort Fee ($27) and Parking ($31), plus applicable taxes and fees. 
  
  We indicated on your contract that the hotel would charge a $27 Resort Fee, and your prepayment does not cover this additional fee. We also stipulated during the booking process that the property would require a credit card at check-in for any additional hotel-specific service fees or incidental charges (e.g., Parking). 
  
  The hotel honored your prepayment and did not double-bill you for the room and tax. Regrettably, we could not process a refund for their charge.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:10/11/2022

  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 trip to ********* ** on 08/22/2022 for the dates 10/08/-/10/10/22. It was to cost 327.36 for two nights. I planned ahead, I researched the hotels, and made a decision. On 10/05/22- I received an email talking about my upcoming trip. On 10/08/22 I arrived at approx. 4p.m. at ****** **** ****** ** ******** *********. Upon going to check in, they said my trip was canceled. I did not cancel it, priceline states they did not cancel it. But the hotel they partner with OVERBOOKED and kicked us out of our room reservation for a HOLIDAY weekend. I was on hold for close to two hours with priceline with no solution. The hotel wanted to put us down the road, in a poorly rated hotel, with no pool. We are traveling with children, dirty hotel rooms and no pool don't work for us. EVERYTHING else in the area was booked. We then had to book one night at 397.97- over 20 mins from where we wanted to be. Then the next day travel back and pay antoher 286.52 for one more night bringing our total for nights from the 327.36- to a total of 684.49- for two nights. UNACCEPTABLE.
  
  I want a refund of ALL my money at this point- all but 10/09/22 was done through priceline so it should be easy enough.
  
  I was just on hold for another 45 mins and was disconnected just now as I type.
  
  I asked to speak to a manager, and keep getting the run around. I just want 684.49 credited to my credit card and NOW. This again unacceptable. By the time we were done messing around, I had to pay for hotel food because we were so late getting in, had to pay for parking, so there are even additional fees I'm not asking for.
  
  A family weekend, 5 hours from home, two small children, I did my end planned ahead, and got ******* by this company and the partner hotel. I'm stressed, out a lot of money, running around etc etc.
  
  I have attached the bookings from priceline that I want a refund for, and I want a refund for second night as well- didn't book through priceline (either cut me a check, **** card etc

  

  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 was overbooked during your travel dates. Our system confirmed your reservation based on the available inventory that the hotel provided us during the booking process. We have information as to why they became overbooked. We contacted our Travel Partner and were approved to cancel the reservation at no charge. Therefore, we processed a full refund of 327.36 USD plus a goodwill refund of 46.40 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:10/11/2022

  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.

  Hello I been waiting to hear from Priceline and have called them several times. My flight was canceled from ******* to *** ******* and I never received a refund. I would call them and they would tell me ***** should refund me. Ultimately ***** told me priceline is the company I gave my money to and have my credit information. I have contacted them via twitter and several calls. I get anxiety just dealing with this. Since my flight was canceled I had to book with another ******** and had to Pay $427 dollars on top of what I had paid to Priceline.

  

  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 apologize for the flight cancellation made by ***** ********. In booking the reservation, we transmit the payment to DL for them to issue an electronic ticket. If they need to refund, they will send a check to us. Once received, we will refund the original form of payment.
  
  We contacted DL on your behalf, and that is when we were made aware that you already sent a refund request to ***** ******** on Mar 19, 2022. The status of your refund request is still Pending. We requested ***** ******** for your refund. However, we were advised to send a complaint to their website as a follow-up.
  
  We are sorry that we are unable to proceed with your refund request. The most that we can do is contact ** on your behalf. Please note that resolutions are all under ***** Airline's discretion. We requested they contact you directly.
  
  We appreciate your patience. Stay safe and healthy!
  
  
  Sincerely,
  Executive Offices