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.
- 2,076 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/11/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a rental car agreement through Priceline on 10/3/2022. The dates for the rental agreement were a pick up on Friday November 4th, 2022 at 3pm and drop off on Wed. November 9th, 2022 at 1pm. The agreement with Priceline was that I was to pickup my rental car at ******* *** rental located at ******* *** ****** **** Airport. Due to unforeseen circumstances the trip has been cancelled. I contacted Priceline on 10/10/2022 to cancel my reservation and was told I could not cancel or transfer my reservation. I am seeking to not be charged for a service that I was not given. I placed the reservation on a credit card. The amount charged is $364.38.
Business Response
Date: 10/24/2022
Dear ******* *******,
Thank you for contacting us regarding your rental car reservation with ******* *** Rental for Trip Number ***********.
We are writing in response to your Better Business complaint.
We understand you requested to cancel your reservation due to unforeseen circumstances. Our records show that this booking is restricted, and we presented the non-refundable nature of this offer before submitting the request. The Important Information section of your Contract indicates that this special rate is non-refundable. Regrettably, we are unable to process a refund for this booking. We sent you a copy of your Contract for your review.
Thank you for your time.
Sincerely,
Executive OfficesInitial Complaint
Date:10/11/2022
Type: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.
1) First attempt to dispute an issue resulted in being denied to file a formal complaint and was told there was no option.
2) Family medical emergency required a last minute travel (Priceline trip number **************). Attempted to use a corporate code through Priceline - **** said they could honor this code but had to go through Priceline. Priceline said they could not honor a corporate code at the time of checkout and must be done through ****. Service was previously booked. Called Priceline back to inform them of what **** car rental said and continued back and forth. Once I was able to get both representatives on the phone **** was willing to include my corporate code but Priceline said the trip was non refundable and they would not modify the existing reservation despite the guideline from Priceline or the willingness by **** to include the corporate code on file. Total adjustment is approximate $170.
Although there was a family emergency (act of god) when questioned about the policy and practice I was told due to security issues Priceline would not provide information on how my situation would not qualify for one of their exemptions. After several complaints I was provided a case number (PriceLine Case number : *********) with no option to resolve other than a ****** review by Jason employee ID
*******. Since I was given different options at the time of service but could not come away with the proper amount I kindly request a refund for the amount difference and over charge that took place.
3) As a second complaint and resolution I would like to be able to provide a formal complainant without be discouraged and have options to resolve directly with Priceline. As such, I would like to formally request a resolution form and service by this company being posted on their website and/ or something supervisors can provide to a customer. Rather, I was told to go online and submit a ****** review which I do not believe is professional or appropriate.Business Response
Date: 10/24/2022
Dear **** ******,
Thank you for contacting us regarding your rental car reservation with **** **** * *** for Trip Number ***********.
We are writing in response to your Better Business complaint.
We understand you requested to apply your corporate discount to your existing Priceline rental car booking. Our records show that your name does not match the reservation holder's 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 or Email Address used to book the reservation.
We hope to hear from you soon.
Sincerely,
Executive OfficesInitial Complaint
Date:10/10/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I booked a hotel with priceline.com and after booking the room priceline.com sent me an email confirming with an itinerary in this email they State they have a best price guarantee and if I should find another room that's cheaper they will pay 200% of the difference. I did an Express deal so I looked online and found another room cheaper and called priceline.com customer service and inform them of this they told me they cannot honor their policy regarding the best price because it was booked the same day. Nowhere in the email tells me information about it being booked the same day it will not be honored I am feeling like this is a scam and I would like to get my 200% difference back. I am attaching snapshots of the room that I found I was cheaper and snapshots of the email where they told me they will pay 200% of the difference if I find a room cheaper. Since they will not honor their policy regarding best price guarantee and had to make me file this complaint in order to get some type of Justice regarding their own policy I am requesting a full refund.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.
We understand you found a lower rate and would like to claim our Best Price Guarantee. Our records show that you booked your reservation on October 8, 2022, the same day as your check-in date. We honor our Best Price Guarantee and have been refunding customers who are eligible to receive a refund for the rate difference. Regrettably, our Best Price Guarantee policy for Hotel Express Deal bookings stipulates that Same-Day bookings are not eligible. You may check our Best Price Guarantee policy in the help section on our website.
Thank you for your time.
Sincerely,
Executive OfficesCustomer Answer
Date: 10/25/2022
Complaint: ********
I am rejecting this response because: the snapshot of the email provided to me does not State any of that information that they are stating. After reviewing and doing a extremely thorough search on their website I found their policy finally. I still don't agree with this because the email that states the best price guarantee is misleading and it needs customers to think that they qualify for that option. Therefore I will no longer use their services and use Agoda instead. Priceline has lost a customer. They need to reword their best price guarantee that includes all of their terms and conditions when they send a message about it. I wasted all this time trying to get this guarantee it's only to find out it's pretty much it is pretty much impossible to get.
Sincerely,
****** *******Business Response
Date: 11/02/2022
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. Our records show that the lower rate you found did not match the room type in your current reservation, and 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 OfficesInitial Complaint
Date:10/10/2022
Type: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 (# **************) on priceline to travel to ********* on 11/19/2022 everything was set then the airline ( **********) canceled my flight fom ******* to ****** **** on the 19th and changed us to the 18th which would leave us stuck at the airport in ****** **** for 18 hours I have been trying to cancel with priceline and ********** with no results the ********** reservation # is ****** any help you can give would be appreciated I also filed a complaint with my credit card over this as well thank youBusiness Response
Date: 10/24/2022
Dear ****** *******
Thank you for contacting us regarding your reservation with Trip Number ***********.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 Aero Mexico to provide the latest update regarding your refund request due to the unacceptable schedule change.
This will be subject to their approval.
Since you opted to just get a refund for your tickets, we would like to confirm if you wanted to proceed with the cancelation of your itinerary. If in case you decided, to check for an alternate reprotection apart from the flight provided by the airlines,
you may call our Customer Support Team at ************** by providing your Priceline Trip Number: ***********
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 OfficesInitial Complaint
Date:10/10/2022
Type: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 Saturday October 1, 2022 I booked a room at ******** *** in J******** ******** through Priceline.com, we traveled four hours to get to the hotel arrived at 10 pm, only one car in the parking lot, doors all locked, called inside phone kept going to voicemail, went to the hotel next door and they said that the hotel is new and isn't open yet, I called Priceline and they put me on hold, then said that they kept getting voicemail, I'm frustrated telling her why is she saying she will escalate my claim and get back with me through email in two days, frustrated I went into the hotel reservation and also made a written request for a refund and they messaged me saying that they have my case number, on October 1st I spoke with "Ren" she gave me a case number of ********* : on October 7th I called Priceline 800 # because it had been seven days without any word, I was on the phone 45 minutes and achieved absolutely nothing speaking with "Nica" employer id number ******* who promised she would call me back in one to two hours, it's been 19 hours and I'm still waiting; in one last attempt a few minutes ago I went on my reservation from October the 1st and instant messaged Priceline asking for help and was messaged that at this point their hands are tied and I will have to wait a few days until they can resolve the matter, I told them that I will resolve it through BBB because because it's ridiculous that my credit card was charged for a hotel that isn't open, please help me resolve this issue because I'm tired of getting the run around, I have never used Priceline as a third party booking and never will again! My reservation was on October 1st through October 2nd at ******** *** in J******** ******** confirmation number ********* my card ending in **** was charged $146.99 . The only acceptable resolution is a full refund!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, you could not use your reservation as the hotel was closed upon arrival. Our records show that we have been trying to contact the hotel since you called us about your issue; however, we were unable to reach them. As goodwill, we refunded $146.99 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 OfficesCustomer Answer
Date: 10/30/2022
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:10/10/2022
Type: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.
Hello
We have made the reservation on Priceline for a 4-star hotel and the agreement says it's an Ocean Front 2 Queen Bed Premium room. However, the hotel we got is very below par and does not have the ocean front and premium rooms. I have reached out to customer service and they haven't resolved the issue for the past 2 weeks or so.
Priceline Confirmation #: **************
Total Priceline charged: $255.97
Check-in: Sat, September 24 after 4:00 pm
Check-out: Sun, September 25 by 11:00 am
Issue#1: Priceline contract not met
According to the contract, the hotel we got is not correctly describing this location as an oceanfront property or Oceanview premium double queen room. The ocean view was quite deceptive. I regret that we had to pay more for it. The only way you can see some water is to open the curtains, but the entry to all rooms is exterior, so everyone can see into your room. You can’t leave the curtains open to view unless you want everyone passing by to see you. Due to the two roads that are in front of the hotel, there is a lot of vehicle and traffic noise. Attaching some pictures for your reference as well.
Issue#2: Best price not guaranteed
Actually when I checked the hotel website after the priceline trip booking to compare the prices and as well as the front desk, the double queen room actually costs 178$ on the hotel website and other sites . I have ended up paying close to 300$ premium for one night without meeting contracts as this property is misleading as Oceanview. The best price is not guaranteed and per contract it need to pay 200% difference as well.
Issue#3: AC not working when check-in
It was really hot inside the room when we checked-in at 4 PM and the AC wasn't working. When I contacted the front desk right away, they promised to fix the AC. We simply left our stuff in the hotel room and left right away because we had to watch and board the sunset cruise. After checking in at 4 PM, we didn't even stay in the room.Business Response
Date: 10/14/2022
Dear ****** *******,
Thank you for contacting us regarding your hotel reservation at the ** ***** ***** *** **** for Request Number ***********.
We are writing in response to your Better Business Bureau complaint.
We understand that you did not receive the guaranteed room type for your reservation. We called the hotel and confirmed that you used the reservation and stayed at room number 431 (Premium Room Ocean View, Two Queen Beds). The hotel also informed us that they received no complaints during your stay except for your room request to be on the top floor. Therefore, they denied our request for a refund. Please note that the Best Price Guarantee can be claimed by calling us at midnight before you travel with the website details of the lower rate found for the same itinerary. The rate should also be available online at the time of contact.
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 12 January 2023 at 10:06 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 OfficesBusiness Response
Date: 10/14/2022
Dear ****** *******,
Thank you for contacting us regarding your hotel reservation at the ** ***** ***** *** **** for Request Number ***********.
We are writing in response to your Better Business Bureau complaint.
We understand that you did not receive the guaranteed room type for your reservation. We called the hotel and confirmed that you used the reservation and stayed at room number 431 (Premium Room Ocean View, Two Queen Beds). The hotel also informed us that they received no complaints during your stay except for your room request to be on the top floor. Therefore, they denied our request for a refund. Please note that the Best Price Guarantee can be claimed by calling us at midnight before you travel with the website details of the lower rate found for the same itinerary. The rate should also be available online at the time of contact.
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 12 January 2023 at 10:06 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 OfficesCustomer Answer
Date: 10/18/2022
Complaint: ********
I am rejecting this response because:Despite the fact that I gave or provided all the information when the case was opened even with pictures, it is quite upsetting to see this kind of answer without conducting a thorough review. Also, saying that we are giving a 20% coupon as a gesture of goodwill is ridiculous.
Issue#1
The Priceline contract is not met, and there's no explanation or answer to this. This is definitely not the Oceanview premium room. I contacted Priceline customer care before my check-in upon arrival around 3 PM on Saturday September 24. My request was denied by the priceline customer support, and with no option, I continued my check-in.
My initial room number, if I remember correctly, was on the fifth floor and I later got moved to a different room on fourth floor due to the AC not functioning even after giving compliant at the time of check-in still not functioning until around midnight.The Oceanview was quite deceptive, the only way you can see some water is to open the curtains but the entry to all rooms is exterior, so everyone can see into your room and there's no privacy. With the lot of Vehicle and traffic noise. Also attached earlier some pictures this is definitely deceptive with Priceline listing as Oceanview property.
Issue #2
I called and inquired with the Priceline customer service the same day, on September 24, before to checking in, and I collected pictures showing that the identical and same room type was available on the hotel website for a substantially lesser price. I followed up with Priceline support after my check-out with multiple emails, but there was no answer, despite the fact that the terms and conditions specify that we offer a 200% price match in the difference in cost. My request was turned down. I made the decision to file the BBB complaint at that point.
Issue #3
It is really upsetting to learn that neither ** ***** ***** nor Priceline have received any complaints. Yes, I agree that there has been a request for the top floor, but keep in mind that this request is before our checking in when I called the hotel to confirm the reservation which is nothing to do with AC not functioning which is after the hotel check-in
If I recall properly, we checked in on September 24 on a Saturday around 4PM. Our original room was on the fifth floor, and when we arrived, the AC was broken. I took pictures of the problem and reported it to the front desk at around 4 PM. Around midnight, when we went back to the hotel, it was still quite warm and the AC wasn't working. I reached out to the front desk again and that's when the technician made a visit to the room for inspection. Upon the technician's suggestion, they changed our room to the 4th floor, believe room number 431. We ended up shifting our luggage and all our stuff around midnight when it started raining as well. Which is really a frustrating experience because Priceline named it as a four-star hotel.I have also attached now the hotel check-out receipt for your reference. Do you think I'm special to refund the resort fees of 40 dollars if the AC wasn't broken and there wasn't any inconvenience? We were only given resort fees when I requested fair compensation and a partial refund due to this problem; my request was declined on the grounds that I had paid the total amount to Priceline, so they told that I would have to deal with the Priceline. Because of this, the only thing we can really do is to stop charging resort fees.
I made the hotel reservation through Priceline, you would need to negotiate with the hotel if necessary but I am actually entitled to a refund for this booking as there are multiple issues with this booking.
Sincerely,
****** *******Customer Answer
Date: 10/18/2022
Complaint: ********
I am rejecting this response because:Despite the fact that I gave or provided all the information when the case was opened even with pictures, it is quite upsetting to see this kind of answer without conducting a thorough review. Also, saying that we are giving a 20% coupon as a gesture of goodwill is ridiculous.
Issue#1
The Priceline contract is not met, and there's no explanation or answer to this. This is definitely not the Oceanview premium room. I contacted Priceline customer care before my check-in upon arrival around 3 PM on Saturday September 24. My request was denied by the priceline customer support, and with no option, I continued my check-in.
My initial room number, if I remember correctly, was on the fifth floor and I later got moved to a different room on fourth floor due to the AC not functioning even after giving compliant at the time of check-in still not functioning until around midnight.The Oceanview was quite deceptive, the only way you can see some water is to open the curtains but the entry to all rooms is exterior, so everyone can see into your room and there's no privacy. With the lot of Vehicle and traffic noise. Also attached earlier some pictures this is definitely deceptive with Priceline listing as Oceanview property.
Issue #2
I called and inquired with the Priceline customer service the same day, on September 24, before to checking in, and I collected pictures showing that the identical and same room type was available on the hotel website for a substantially lesser price. I followed up with Priceline support after my check-out with multiple emails, but there was no answer, despite the fact that the terms and conditions specify that we offer a 200% price match in the difference in cost. My request was turned down. I made the decision to file the BBB complaint at that point.
Issue #3
It is really upsetting to learn that neither ** ***** ***** nor Priceline have received any complaints. Yes, I agree that there has been a request for the top floor, but keep in mind that this request is before our checking in when I called the hotel to confirm the reservation which is nothing to do with AC not functioning which is after the hotel check-in
If I recall properly, we checked in on September 24 on a Saturday around 4PM. Our original room was on the fifth floor, and when we arrived, the AC was broken. I took pictures of the problem and reported it to the front desk at around 4 PM. Around midnight, when we went back to the hotel, it was still quite warm and the AC wasn't working. I reached out to the front desk again and that's when the technician made a visit to the room for inspection. Upon the technician's suggestion, they changed our room to the 4th floor, believe room number 431. We ended up shifting our luggage and all our stuff around midnight when it started raining as well. Which is really a frustrating experience because Priceline named it as a four-star hotel.I have also attached now the hotel check-out receipt for your reference. Do you think I'm special to refund the resort fees of 40 dollars if the AC wasn't broken and there wasn't any inconvenience? We were only given resort fees when I requested fair compensation and a partial refund due to this problem; my request was declined on the grounds that I had paid the total amount to Priceline, so they told that I would have to deal with the Priceline. Because of this, the only thing we can really do is to stop charging resort fees.
I made the hotel reservation through Priceline, you would need to negotiate with the hotel if necessary but I am actually entitled to a refund for this booking as there are multiple issues with this booking.
Sincerely,
****** *******Business Response
Date: 10/27/2022
Dear ****** *******,
We received your rejection.
Since we value your business, we refunded 50% of the reservation cost for 127.99 USD. Refunds take 3-10 business days to post to your account. You may contact your bank directly to inquire about their processing time.
We hope you find this information helpful.
Sincerely,
Executive OfficesBusiness Response
Date: 10/27/2022
Dear ****** *******,
We received your rejection.
Since we value your business, we refunded 50% of the reservation cost for 127.99 USD. Refunds take 3-10 business days to post to your account. You may contact your bank directly to inquire about their processing time.
We hope you find this information helpful.
Sincerely,
Executive OfficesCustomer Answer
Date: 10/29/2022
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 for all the help.
Sincerely,
****** *******Customer Answer
Date: 10/29/2022
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 for all the help.
Sincerely,
****** *******Initial Complaint
Date:10/10/2022
Type: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 went onto Priceline to book a hotel in ****** ***** ** @ *** ******* ***, R**** **** ****** ***** *** Once I selected my room after confirming arrival & departure dates, I received confirmation for a totally different hotel at the **** ******. I made the reservations at 9:49 pm EST & once I realized the hotel was wrong I called Priceline immediately asking for them to change the hotel reservation or refund me. I advised them had I known I’d be staying at that hotel I would’ve NEVER opted to stay there. As of NOW my charges are pending. I DO understand their non refund policy however the reservation wasn’t even 5 minutes old when we called them. Please help because I cannot afford to lose $500+ dollars after being DUPED by Priceline.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.
As we understand, you requested to cancel the reservation because it was booked for a different property. We contacted the hotel and were approved to cancel the reservation with no charge. Therefore, we processed a full refund amount of 574.65 USD back to the form of payment used for 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.
We hope you find this information helpful.
Sincerely,
Executive OfficesInitial Complaint
Date:10/10/2022
Type: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 searched Priceline Sept. 28 for a pet-friendly hotel and clicked on the “pets allowed” filter for my search. My daughter was traveling across the country with her 3 cats and needed a room in ****** **, for the night. The ******* *** popped up, so I made a reservation about 3 hours before her arrival. I paid $81. I later looked into the hotel further and discovered they do NOT allow pets. I called the hotel and Priceline. Priceline needed okay from the hotel to cancel and refund, but there was “no manager available” to do that. In the meantime I had to book a different hotel that allowed pets. I called the following day to try to get a refund but again no hotel manager available. I called a 3rd time, and they said they’d file a claim with the expediting team (or something like that) and I’d hear back in a few days. That was over a week ago, and I just heard back saying they denied my refund. I don’t believe that’s right that this hotel popped up when I searched for pet friendly and then they won’t remedy the issue. No one checked in for this reservation and I had to pay for a 2nd room for that night. I tried my best to cancel the reservation prior to check in, but I just got the runaround. I just want my $81 back. I believe that would be the right and fair thing for Priceline to do. Thank you very much.Business Response
Date: 10/23/2022
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 you booked was not pet-friendly, and you had to book another reservation for your daughter. Our records show that your name does not match the reservation holder's 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.
We hope to hear from you soon.
Sincerely,
Executive OfficesCustomer Answer
Date: 10/24/2022
The reservation was for ******* *** ****** and she is my DAUGHTER. I made the reservation for her because I needed to pay for it, and she was on road driving across the country.Business Response
Date: 11/02/2022
Dear ******* ******,
Thank you for your response.
We called the hotel on October 23, 2022, and spoke with Miranda at the front desk, who said they are pet-friendly, but you did not want to pay the pet fee. They tagged you as a no-show and declined our request for a refund.
However, as a one-time exception, we refunded $81.96 to the original form of payment used to make the purchase. Refunds take 3-10 business days to post to your account. You may contact your bank directly to inquire about their processing time if you need to check the status of your refund.
Thank you for your time, and we hope you find this information helpful.
Sincerely,
Executive OfficesCustomer Answer
Date: 11/02/2022
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:10/10/2022
Type: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 stay through Priceline on 10/6/22 at the ********* ******** ***** in ****** **. When I showed up to the hotel to check-in, I was informed that there were no rooms available. I asked about a refund and was told specifically by the hotel staff that I needed to take it up with Priceline. It was late at night and impossible to book another hotel room elsewhere, so I ended up sleeping in my vehicle for the night.
The following morning, I contacted Priceline to advise them of the situation. After two hours on the phone, I was told that the hotel stated there WAS a room available and that they were not, in fact, overbooked. They refused to refund me the cost of the room, despite the fact I was turned away. When I asked to speak to their legal department, I was told they don't have a legal department and the "supervisor" hung up the phone on me.
I explained to multiple different agents at Priceline that I was not offered a room and the hotel explicitly stated there was not a room available. Yet, they said that because the hotel claimed they were not overbooked, there was "nothing they could do."
I called the hotel directly and spoke to the hotel manager. I asked her to review the video footage to confirm that I did not stay there and, in fact, stayed in my vehicle. She said she would check the front desk footage and get back to me in 24 hours, which she did not do. She also explicitly stated that Priceline, not Marriott, would be responsible for issuing the refund.
I have tried to contact Priceline repeatedly and they refuse to entertain my request despite the fact there is clear evidence I was not given a room. Not only did I have to sleep in my car, but now I have had to waste hours of my time trying to get refunded for a service that was never provided.Business Response
Date: 10/14/2022
Dear ******** ********,
Thank you for contacting us regarding your hotel reservation at the ********** ****** * ******* ********* ****** for Request Number ***********.
We are writing in response to your Better Business 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 no information why they became overbooked. Our process for this situation is to relocate our customers to a different property comparable to the hotel they have in the original booking. Based on our records, you contacted us after the check-in date. Therefore, we canceled your reservation for a full refund plus an additional goodwill refund for a total of 242.10 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 OfficesCustomer Answer
Date: 10/17/2022
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, as long as I do, in fact, receive the refund in the next 7-10 days.
Sincerely,
******** ********Initial Complaint
Date:10/10/2022
Type: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 flight from Priceline. Priceline Trip Number: **************. This was for a flight from ******** to ******* on 30-Sep-2022 by *** ****** airline. *** ****** airline cancelled the flight. Within 24 hours of booking and before the flight was schedule to take off (cancelled flight), I called Priceline to cancel my booking and provide me refund so I can book an another flight to *******.
Priceline kept saying they don’t have a control on ticket since it is issued and asked me to reach out airline directly. I did call airline multiple times and they kept saying only booking agency can provide refund as I’ve not booked directly with *** ******. I’ve got both the agents of Priceline and *** ****** on the call to sort out this matter after Herculean efforts.
Below is the email from *** ******:
Your *** ****** Case Reference: *******
Dear Mr. *******,
Booking Reference: ******
Unfortunately, we would be unable to process your refund request as you booked through a third-party. You must request the refund from the company that sold you the ticket as we can only refund amounts collected by *** ****** directly. Please contact them regarding your refund request.
Kind regards,
Mary
Customer Service Agent
After receiving this email, today I reached out to Priceline on online chat. They opened the Case# - ********* but kept insisting need to speak to one of our Air Travel Services agents for assistance. Please call ###-###-####. I have documented your concern.
While the chat was going on, I called Priceline and again agent said same thing they don’t control on his booking and referred me to call the airline.
Amount Charged to the credit card is $759.37.Business Response
Date: 10/24/2022
Dear ******** *******,
Thank you for contacting us regarding your reservation with Trip Number ***********.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 already 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.
Or you may also reach out directly to *** ****** to provide an update on your refund using the Refund Case ID: *******
We appreciate your patience while we continue to work to resolve your issue and we're sorry for the inconvenience. Stay safe!
Sincerely,
Executive OfficesCustomer Answer
Date: 10/28/2022
Complaint: ********
I am rejecting this response because:
Sincerely,
******** *******Customer Answer
Date: 10/31/2022
My original complaint stands. I've booked the ticket through Priceline.com. I didn't engage with *** ****** to get the ticket or provided my credit card info. Priceline.com needs to engage with *** ****** to refund the ticket amount as Priceline couldn't honor their commitment/services. I've called *** ****** multiple times, and they keep saying I've not booked ticket through their website so they can't provide refund.
Priceline.com has not provided any new information in their response to the complaint and just killed the time in the hope that I won't repsoms to the complaint and the complaint may get closed.
I would like priceline.com to provide proof that money is refunded and pay me for the lot of inconvenience they and *** ****** has cause in this process. Till that time, I won't close the complaint.
Thanks,
****
Business Response
Date: 11/10/2022
Dear ******** *******,
We coordinated with the airlines.Your refund will still be processed since you confirmed that you did not file a dispute with your bank.
Refunds are normally processed in 15 days depending on your bank’s turnaround time.
We appreciate your time.
Sincerely,
Executive Offices
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