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.
- 2,074 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:10/03/2022
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 rented a car through Priceline and when i arrived at ***** no cars were available for the next 2-3 hours. I tried to cancel the reservation on site but the guy said to call Priceline. Called Priceline customer service and they said to call ***** directly since they were out of cars. No both companies claim they can not refund my reservation as they were unable to honor it. Confirmation # Pick-up: Fri, September 30, 2022 - 12:00 PM
Drop-off: Sun, October 2, 2022 - 12:00 PM
Rental Location: ***** ***********
******** ** *** * ********* ************ ******** ** ***** Driver Name: ***** ********
***** *********** Confirmation Number: ***********
Business Response
Date: 10/12/2022
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 apologize for the inconvenience caused by an issue with vehicle availability at the rental counter. Your reservation was provided by ***** *********** and prepaid directly through them. We confirmed with our partner that your reservation was unused, and they submitted a refund request of $114.29 to their management team for processing. You should receive a refund for this amount within 5-7 business days.
On the other hand, your insurance was serviced by ******* Global Assistance. Kindly contact them at ###-###-#### for a refund of your unused Collision Damage Protection coverage.
Thank you for your time, and we hope you find this information helpful.
Sincerely,
Executive OfficesInitial Complaint
Date:10/03/2022
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.
To the person that may help me with my concerns regarding consumer rights in **********. I have a big complaint of the business practices of both the Priceline Internet Company and one of their Rental Car Partners called ******* *** ******* It all started yesterday on October 29, 2022 when I looked at my E-mails and saw an ad from Priceline for discounted travel plans such as Air, Hotel or Car Rentals. I opened the Priceline E-mail and I saw a discounted Car Rental price that could save me about $ 60.00 over three days. I filled out my purchase information not noticing that they had prefilled the dates of Oct. 3rd through Oct 6th of 2022. Once I hit confirm on my computer I immediately spotted the wrong dates I needed of October 24th through the 26th. I called ******* Car Rental and was told they had a no cancellation policy in their contracts. I believe that Priceline and ******* should be held responsible for their consumer fraud actions and charges when both companies told me that I could not cancel the reservation and now I have to pay $ 102.39 for a car I will not be using. If you book a Hotel in ********** you can cancel up to one day before your reservation and at least get a partial refund for last minute cancelations. When you book an Airline reservation they make you click on the calendars to pick your departure dates and return dates. They do not prefill your dates for you so you can easily overlook the dates they have chosen for you like ******* *** ******* I believe Priceline and ******* Car Rental should be fined for consumer fraud and made to modify their cancelation policies like Hotel and Airlines offer in **********. I called my credit card company and they told me that they could not cancel or stop payment when companies mandate no cancellation polices. I’m hoping that someone like you can help me even if I only had to pay for one day it would be $ 17.57 for the car and the tax of $ 49.68 could be cut to 16.56. Thank You, ****** ****Business Response
Date: 10/13/2022
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.
As we understand, you intended to book your rental car for pick up and drop off on October 24-26, 2022; however, you had your booking for a different date. During the booking process, our website provides options for customers to put in the information for their reservation, such as dates, location, car type, rental car company, etc. The customer is responsible for reviewing the rental details to ensure everything is correct before submitting the request.
Our records show that you booked your rental car for October 3-6, 2022, and we also 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. However, as a one-time exception, we refunded $102.39 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: 10/15/2022
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:10/03/2022
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.
THIS WAS CANCELELD AND THEY ARE REFUSING TO SEND THE ORIGINAL FORM A PAYMENT A REFUND. Itinerary #**************Business Response
Date: 10/16/2022
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 understand that you are waiting for your refund. Our record shows that you paid to ******, and we suggest contacting ****** directly at **************.
We appreciate your time. Stay safe and healthy!
Sincerely,
Executive OfficesInitial Complaint
Date:10/03/2022
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 was never told that I couldn’t get a credit back from Priceline for not being able to take a flight I was only told that I wouldn’t be able to get a refund back.Business Response
Date: 10/19/2022
Dear ******* ******,
Thank you for contacting us. We are writing in response to your Better Business Bureau complaint.
To review your concern and security purposes, kindly provide the following information.
Priceline Trip Number
Name of the Passenger/s
Phone Number and Email Address used in booking.
We appreciate your time.
Sincerely,
Executive OfficesCustomer Answer
Date: 10/20/2022
******* ****** ***** ******* and I uploaded the flight info. I did not take the flight. Email address is the same email. **********************Business Response
Date: 11/02/2022
Dear ******* ******,
Thank you for contacting us regarding your reservation with Trip Number ***********.We are writing in response to your Better Business Bureau complaint.
We checked on your itinerary and see that ******** ******** invalidated your ticket since they tagged you as a no-show.
We apologize, however after reaching out to our partner, they are not allowing any credit or refund exceptions at this time. Since this reservation is prepaid, we no longer have access to the funds to refund you nor apply them towards a new reservation
We apologize for the delay and inconvenience. Stay Safe
Sincerely,
Executive OfficesCustomer Answer
Date: 11/02/2022
Complaint: ********
I am rejecting this response because:
I didn’t do a no show I contacted price line several times before the trip explaining to them that I had Covid and wouldn’t be able to make the flight. I can also attached the test results as well. I didn’t even ask for a refund of the money I ask for a credit and which they told me that I couldn’t receive a credit.
Sincerely,
******* ******Business Response
Date: 11/15/2022
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; The particular reservation that you booked features a deeply discounted rate that does not allow any changes or cancellations and an exception cannot be granted. This is consistent with the booking conditions and terms and conditions presented to you at the time of booking. Since this reservation is prepaid and controlled by the airlines, we have no control over the policy of your ticket.
We can provide nothing more and add to what has already been stated in our previous correspondence.We sincerely apologize for not providing you with a more favorable resolution.
Sincerely,
Executive Offices
Initial Complaint
Date:10/03/2022
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 was charged a cancellation fee for a hotel reservation that I inadvertently made while in a panic situation. I called immediately to cancel and was informed of a penalty. I expressed frustration, but they would not cancel the reservation until I agreed to the penalty. They told me I could dispute after the fact. (which I did). I have followed up several times with no avail. This is a shady business practice. I am expecting a refund in the amount of 246.44. I never stepped foot on the hotel property.
The transaction code is : ***********Business Response
Date: 10/10/2022
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 are requesting a refund for the cancellation fee. Our records show that we called the hotel on October 03, 2022, and spoke with Yolanda, the operations manager, who authorized a refund for the cancellation fee. Therefore, we refunded $246.40 for the cancellation fee on October 03, 2022, 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 OfficesInitial Complaint
Date:10/03/2022
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.
We were told to cancel by hotels.com and see proof of them saying we would receive a credit then they denied it. We only cancelled because they said we would get credit. See proof from hotels.con confirming our credit. After the flight passed then they said no refund would be given. This is a scam and I would like what I was promised which was a full credit for our cancelled flight due to COVID positive! I cancelled online with their representative telling me how to cancel. The reps name was Ashley! Thank you!Business Response
Date: 10/19/2022
Dear ****** ******,
Thank you for contacting us regarding your ******** ******** (**) tickets with Trip Number ***********. We are writing in response to your Better Business Bureau complaint.
We apologize for the inconvenience. As a courtesy, we will provide a refund via check. Kindly reply with a Rejection, including your mailing address, for us to send your check.
We appreciate your patience.
Sincerely,
Executive OfficesCustomer Answer
Date: 10/19/2022
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.our mailing address is
****** ******
**** ** *** *****
****** ** *****thank you wholeheartedly
Sincerely,
****** ******Initial Complaint
Date:10/03/2022
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.
Date of Transaction: June 14th for July 17th Hotel accommodations in *** *****. Purchased flight/hotel package. Arrived at the ***** hotel in *** *****, flew from ********** and they did not have our reservation. They were booked and didn't have a room for us. Fought for 2 hours with Priceline telling them I didn't want a refund my husband and I, my 10-year-old wanted a room and they better find one for us. They transferred us to ******* only to arrive without a reservation as well. A Priceline confirmation number is NOT a guaranteed reservation on the hotel's end. Not having a place to sleep, we had to pay full price for a room and were told we would be reimbursed once we checked out. After checking out we did not get a refund. I have contacted Priceline, repeatedly, hours on the phone asking when I will receive my refund for $176.76. We had to pay $249 for the room + $33.32 in taxes. They refunded us $18.42 and $105.56 but still owe us $176.76. I have been promised return calls, and emails within 3 days, letting me know the status. The status is NOTHING. Therefore, I am writing you 60 days + later hoping to resolve my refund and get my account credited for what was incompetency on their end.
Originally, they advised me they could only give me a refund and I could rebook. Really, I still haven't got a refund and they wanted me to stand in a hotel lobby, luggage and all, just flown in from ********** and find a new room and book it on a cell phone. Really? Now they hold my money for so many inconveniences caused due to their negligence. Not right!Business Response
Date: 10/14/2022
Dear ******* *****,
Thank you for contacting us regarding the hotel portion of your vacation package reservation for Request Number ***********.
We are writing in response to your Better Business Bureau complaint.
We understand that the hotel was overbooked, and the relocated hotel charged you for the first night on your reservation. We received your receipt and confirmed the charges with the hotel. Our records indicate that you received a total refund of 105.56 USD. Therefore, we processed the remaining refund of 176.76 USD to the credit card 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 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.
Sincerely,
******* *****Initial Complaint
Date:10/03/2022
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.
******* ****** ***********
Sep 16 – Sep 18 Confirmation #: *********
Priceline trip number 1*************
Purchase date Sep 13, 2022
Payment method ******
Billing name ******* ***
Hotel subtotal $306.04
Price per night $153.02
Number of nights 2
Taxes and fees $39.80
Total charged $345.84
This is we are deal.
But also hotel charged me.
The hotel charged me $306..90 ( 09/19/2022 )And then
Second time
the hotel charged me second time $306.90 (09/27/2022)
So they charged two times already.
I got it back $306.90 (10/01/2022)
My account.
So, they changed two times, I got one time back.
Stay Hotel don’t give me back $306.90.
So, hotel charged me $306.90 & Priceline charged $345.84. Support to be one company only charge. I already talking with Priceline customer service. They say let me find out and we will contact 3 days later.
Now nobody contact me and they didn’t
Take care of my problem. I need money back.
ThanksBusiness 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 the hotel charged you for your prepaid reservation. We apologize for the delay in resolution. We are currently working with the hotel regarding your concern. Kindly post a reply to this message after five (5) days for an update.
We appreciate your patience while we continue to work to resolve your issue.
Sincerely,
Executive OfficesInitial Complaint
Date:10/03/2022
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 made a hotel reservation through priceline. I realize the dates were incorrect and immediately contacted Priceline customer service. I explained my error and wanted to modify the dates.
At this time I was told I was unable to modify the dates or cancel the reservation! This is awful all I wanted to correct the dates from October 16 to October 8 and Priceline will not help. Help pleaseBusiness Response
Date: 10/06/2022
Dear ***** ********,
Thank you for contacting us regarding your reservation at the ******* *** ******** for Trip Number 1*********8.
We are writing in response to your Better Business complaint.
We understand that you booked your reservation for the wrong dates. Our records show that we canceled your booking on October 4, 2022, after obtaining cancellation approval from the hotel and refunded $94.97 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 OfficesCustomer Answer
Date: 10/06/2022
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:10/03/2022
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 had booked an airline ticket for My family and I. The trip #**************
My boyfriend has not been cleared to fly. He found out he had a heart condition and once I contacted the airline they refused to do anything for me. I am upset because he can not fly due to medical conditions and I wasn’t asking for a refund I just wanted to change the ticket to my niece’s name since it’s a family event we are going to he can not fly. They would not lose any money. They refused and They just took my money without even caring about the circumstances I am going through. I feel like that is just stealing. Any respectable company would accommodate someone with medical conditions and Priceline is just ripped me off.Business Response
Date: 10/16/2022
Dear ***** ******,
Thank you for contacting us regarding your ****** ******** **** tickets with Trip Number 5*********5. We are writing in response to your Better Business Bureau complaint.
We are sorry to learn that your boyfriend could not take the flight. We understand that you would like to transfer his ticket to your niece.
Upon booking we have disclosed that once booked, your airline tickets are non-refundable and non-changeable. Airline tickets are non-transferable. We forward a copy of the Contract Page and Confirmation Email to your email address for reference.
We regret that we cannot proceed with your request.
Sincerely,
Executive Offices
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