Business Profile

Travel Agency

Priceline.com LLC

Headquarters

Complaints

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

Customer Complaints Summary

6,961 total complaints in the last 3 years.
2,080 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:10/03/2022
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 reservations with Priceline.com for a hotel that they never had access to. Due to this, my reservation was cancelled two days before I was leaving. I had to rebook at a much higher rate. Due to this, Priceline reimbursed the original amount, and informed me they Would give me a bonus for the difference in price of $105.60. Unfortunately, they have yet to give this to me claiming they cannot reimburse credits to PayPal, which is how I paid. I am seeking the $105.60 I am short. I have been contacting Priceline via the phone and email since July. I have an email from them stating they owe me.
Business Response
Date: 10/10/2022
Dear ******** *******,

Thank you for contacting us regarding your booking at the ******* *** ******* ******* ******** for Trip Number ***********.

We are writing in response to your Better Business complaint.

We apologize for the delay in processing your refund. Our records show that we submitted a check request for $105.60 to our management team for processing on October 3, 2022. You can expect a check for this amount within 15 business days.

Thank you for your time, and we hope you find this information helpful.

Sincerely,

Executive Offices
Initial Complaint
Date:10/03/2022
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 for a hotel that said that if I needed to cancel I could without a problem and when I went to go cancel they denied me at the hotel. First they didn’t let me check in and then when. I wanted to cancel they told me the hotel wouldn’t authorize the refund. I’m tired of having to call to try and get my money back. It clearly states that I can get my money back and they are not honoring that. Please help.
Business Response
Date: 10/08/2022
Dear ******** ******,

Thank you for contacting us regarding your hotel reservation with the ****** ****** ******** ******** ***** for Request Number 1*********6.

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

As we understand, you requested to cancel the reservation because the hotel refused to check you in. We called the property and confirmed with Phillip (Front Desk Agent) that they did not refuse to check you in. You failed to show up for your reservation; therefore, they tagged you as a no-show. Since you booked a restricted rate where cancellation is not an option, we requested an exception from the hotel but did not obtain approval. Regrettably, the reservation remains non-refundable.

Thank you for your time.

Sincerely,

Executive Offices
Initial Complaint
Date:10/02/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a reservation for the ******* *** ******* in ******* ** from Sept 9-11 for $641.84. On check-in day we tested positive for covid so I called Priceline to cancel the reservation. I was told any refund was at the discretion of the hotel and after calling, the hotel denied the refund. While I was hoping for a kindhearted exemption to the policy due to Covid, I gave up on requesting a refund since I did cancel the day of the reservation.

However, my complaint against Priceline is that I never would have made the reservation in the first place if I knew the actual cancellation policy. I called hotel for more clarity about their policy and I learned my reservation fell on a blackout date where they do not grant refunds whatsoever. This does not align with the Priceline's cancellation policy when I booked the reservation -- "Failure to arrive at your hotel or property will be treated as a No-Show and no refund will be given (Property policy). Any cancellation received within 1 day prior to arrival date will incur the first night charge." So essentially if the hotel policy was No Refund whatsoever and Priceline can only authorize refunds at the discretion of the hotel, then no refund would have ever been possible no matter the situation yet Priceline still advertised the room with the possibility of cancellation. I feel like I was duped by Priceline due to false advertising.

In addition the Priceline policy itself is contradictory - either you cancel (and obviously don't arrive at the hotel) OR you don't arrive at the hotel & forfeit the reservation, it can't be both. I was told by a SENIOR Priceline agent that BECAUSE I cancelled the reservation that I then "failed to arrive at the hotel" and forfeited the reservation. I said that made absolutely no sense because of course if you cancel your reservation that you won't arrive at the hotel - yet he still denied a refund. The policies are incredibly misleading & need to be re-evaluated so this doesn't happen to others
Business Response
Date: 10/07/2022
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 your reservation due to a medical reason. We disclosed the cancellation policy during the booking process. If you canceled the reservation one day before your arrival, the system could have allowed you to cancel without the hotel's approval. Since the reservation was non-refundable when you contacted us on Sep 9, 2022, we called the hotel to request an exception or a refund but did not obtain approval. Regrettably, we cannot refund the charge.

Thank you for your time.

Sincerely,

Executive Offices
Customer Answer
Date: 10/10/2022

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:10/02/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was booked at the hotel for 5 days but had to leave a day early for an emergency. Priceline claims that they have reached out to the hotel multiple times to get approval to refund my money but when I call the hotel somebody answers and I talked to a manager. They are not calling and I reached out multiple times and then they just end the chat and I have to start from the beginning.
Business Response
Date: 10/11/2022
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 had to check out early due to an emergency. We contacted the hotel and spoke with Sandy at the front desk, who explained that there is a penalty for early departure and declined our request for a refund. Regrettably, we cannot issue a refund for the unused portion of your stay.

Thank you for your time.

Sincerely,

Executive Offices
Customer Answer
Date: 10/12/2022

Complaint: ********

I am rejecting this response because:I called Priceline 2 days before I needed to leave early. Priceline did not call the hotel until after my stay was over. Of course they won’t refund it after the complete stay is over.

Sincerely,

****** ******
Business Response
Date: 10/24/2022
Dear ****** ******,

We received your rejection.

Your reservation is subject to the cancellation policy you agreed to during the booking process showing that this special rate is non-refundable. Issuing a refund for the unused days is at the hotel's discretion. We have records of our attempts to call the property for your request on September 30 and October 1, 2022; however, their line kept ringing. We successfully contacted the hotel on October 11, 2022, and spoke with Sandy at the front desk, who explained that there is a penalty for early departure and declined our request for a refund. Regrettably, we could not issue a refund for the unused day.

Thank you for your time.

Sincerely,

Executive Offices
Initial Complaint
Date:10/02/2022
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.
09/09/22-09/19/2022
Stay number : ***********
The condition of this hotel was terrible, it is a health and safety concern. I stepped on a used crack pipe in this hotel and required medical attention. This glass drug pipe was under the bed and i was unaware. This hotel also had blood spattered walls, was a smoke free room but smelled disgustingly of cigarettes. The sheets were not clean, and had cigarette burns in them. We used our own. There was no breakfast as stated on the priceline website. This hotel has long term and live in guests who traffic drugs at all hours of the day. The parking lot is filled with broken into and broken down cars. The long term drug dealer tenants accosted and threatened my wife and I multiple times during the three nights we stayed. On the thirteenth.. the evening that I stepped on the crack pipe we left immediately after I stepped on the pipe and cut my foot. The staff who came in to the room to look at the pipe were clearly under the influence of drugs and alcohol and was not coherent, was too concerned with lack of toilet paper than the health and medical issue at hand. I want a refund for the nights that were not stayed there due to being in the hospital and the hotel being a health and safety issue.
Business Response
Date: 10/11/2022
Dear ****** *****

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

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

As we understand, you were unhappy with your hotel accommodation. We address complaints directly with our hotel partners to ensure that future customers do not have the same issue. We contacted the property to request an exception or a refund, but we did not obtain approval since no complaints were noted during your stay, according to Katie (Front Desk Manager). Since we value your business, we refunded 20% of the reservation cost for 136.86 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:10/02/2022
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 paid for a rental car through Priceline. Priceline told me that I could pick-up the rental car from ****** Car Rental at ****** ** (** *** ****** ** *****). I selected this location because it was at the airport. When I flew to ****** ** and arrived at the ****** ** location for ****** Car Rental, I was told that I had to pick up the rental car from another location, in *****, **, which is approximately 15 miles away. I paid $71 for the cab ride to pick-up the rental car. Also, I had to drop off the car at the *****, ** location and take another cab ride back to the airport, which cost another $60.
The agents at ****** Car Rental informed me that this is a common issue when booking cars through third parties, such as Priceline.
I believe Priceline should refund me $131 (of the $180 approx. paid), which is the cost of the cab rides to pick-up the rental car from a different location than was represented to me.
Business Response
Date: 10/13/2022
Dear ***** *******,

Thank you for contacting us regarding your rental car reservation with ****** Rent a Car for Trip Number ***********.

We are writing in response to your Better Business complaint.

As we understand, you intended to rent from ****** Rent a Car at the ***** *******; however, your reservation was at a different location. Our records show that you booked your rental car for pick-up and drop-off at **** ******* ***** ****** ** ***** **, which is not an airport location, while ****** Rent a Car at the ***** ******* is at **** ******** ***** ****** ** *****. When booking a rental car, you have an option to put in the code for your arrival airport. In your case, however, you selected a different location for your rental car. Regrettably, we could not issue a refund for your cab expenses.

Thank you for your time.

Sincerely,

Executive Offices
Customer Answer
Date: 10/13/2022

Complaint: ********

I am rejecting this response because: As Priceline admits, it listed the pick-up location in the reservation as *****. This is not true. The location to pick-up the rental car was in *****, not *****. As I mentioned in my complaint, ***** is approximately 15 miles from *****. If Priceline refuses to reimburse me for the cab to and from ***** (from *****), I will file a class action lawsuit against Priceline. I am a class action attorney and I understand from the ****** Rental Car company representatives that Priceline has made this misrepresentation many times in the past.

Sincerely,

***** *******
Business Response
Date: 10/25/2022
Dear ***** *******,

We received your rejection.

You booked your rental car for the wrong location and not at the ***** *******. The address of ****** Rent a Car you selected for your booking shows **** ******* ***** ****** ** ***** *S, and ****** Rent a Car at ***** ******* (**** is at **** ******** ***** ****** ** *****. Regrettably, we are unable to issue a refund for your cab expenses.

Thank you for your time.

Sincerely,

Executive Offices
Initial Complaint
Date:10/02/2022
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.
Booked a reservation in ******* ** for 9/30/2022 thru 10/2/2022 at the ***** ******* *****. Beginning Thursday 9/28/2022 I began contacting Priceline customer service regarding my reservation and the natural disaster that occurred with Hurricane Ian. As I am located in ****** ** an area as of today still without power, I was able to drive to a location to get cellular service and news regarding my area as well as ****** ****** ******* where the ***** ******* ***** was located. Upon calling the hotel I was unable to make contact with them, assuming they were experiencing the same issue since ****** ****** ******* was under a state of emergency due to flooding the same as my local county ******* ******. Upon expressing this to customer service I was informed they were unable as well to make contact with the hotel and could do nothing with my reservation until they made contact with the hotel. I called customer service 4 times over the next 24 hours attempting to see if the hotel was even still receiving guests which they could not guarantee me they were, but were still refusing to change the booking or refund the charge until they spoke to the hotel. Upon asking to speak with a supervisor I received a call from what I believe her name to be Nona, who repeated the same lines to me as customer service and offered to escalate. I explained to the supervisor that the reservation was for today and due to the treacherous travel conditions and inability of Priceline to guarantee me the property was open to receive guests, I should be refunded for this trip. As a VIP gold customer with Priceline who has spent tens of thousands with them over the years I had expected a better response from the supervisor who proceeded to hang up on me while I was questioning her responses. I would like a full refund for this trip.
Business Response
Date: 10/13/2022
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 requested to cancel your reservation due to the weather. Our records indicate that the reservation was fully refunded on Oct 10, 2022. Refunds take 3-10 business days to post to your account. You may contact your bank directly to inquire about their processing time.

We hope you find this information helpful.

Sincerely,

Executive Offices
Customer Answer
Date: 10/13/2022

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:10/02/2022
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 originally booked a flight from *** to *** for travel 3/3/21. The flight was canceled by Priceline/******** Airline and ******** based on the fact I use a wheelchair and the last plane could not accommodate my chair. I was given a credit to be used by 5/7/21. Due to Covid and being hospitalized I was granted an additional extension to be booked by 9/30/22 and completed travel by 12/30/22. Each business says it’s the others responsibility to rebook. I have been trying to rebook and both Priceline and ******** couldn’t find anything, now that it is 10/1 the notes detailing the extensions are found but they both refuse because it’s expired. I was literally on the phone trying to rebook when the deadline hit. Priceline customer service customer service around 12:30AM laughed and hung up on me.
Business Response
Date: 10/17/2022
Dear ******** *****,

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

Our record shows that your ticket was exchanged on Oct 1, 2022.

We apologize for the inconvenience. We appreciate your time. Stay safe and healthy!

Sincerely,
Executive Offices
Initial Complaint
Date:10/02/2022
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 flight through Priceline leaving *****, ******** February 4, 2022 on ******** ******** and returning February 7th on ***** ********. My flight on ******** ******** was canceled because of a snow storm. I was issued a full refund from ******** ********. I contacted Priceline to cancel my returning flight on ***** ******** since I did not make it to *******. Priceline said since it was weather related I would be offered a credit to use at a later date as long as I booked through ***** for a future flight. I have contacted Priceline several times to use this credit and I either can not get through to them or they completely ignore me. I have been more than patient with them and now I am asking for a full refund. The total for my flight was $839.94 of which $391.20 was refunded by ******** ******** and credited to my credit card. The remaining amount of $448.74 was allegedly credited to me; however, after 8 months, I am still unable to get in touch with Priceline to use my credit. I believe I have been more than patient with Priceline and therefore feel I am entitled to a full refund.
Business Response
Date: 10/17/2022
Dear ******** *********,

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

We have disclosed that your booking was a combined two (2) one-way flight tickets to get the lowest price possible. Each ticket is subject to its own rules and regulations. ******** ******** had a flight cancellation, and because of that, they allowed a refund. Unfortunately, since the return tickets with ***** Airlines do not have flight cancellations, they did not allow refunds. Instead, they offered travel credit.

***** Air Lines confirmation: ******
****** ****** ******* Ticket Number: ************* - 200.6 USD
******** *** ********* Ticket Number: ************* - 200.6 USD

***** Air Lines Travel Credit Guidelines:

• Travel credits may be redeemed for future ***** Air Lines flights only and may not be used towards a previously purchased ticket or the purchase of a vacation package.

• Exchange and travel must be completed within one year of the original date of issue.

• At the time of redemption, you will be responsible for the airfare difference between your original and new tickets plus ***** Air Line's $0.00 change fee if applicable.

• Travel credits are non-transferable

• You may visit the My Trips section of our website for a link to your tickets fare rules

When you are ready to rebook, please search for your preferred flights and fares on our website then call our Customer Care team to reissue your tickets. Customer Care is available 24/7 at ###-###-#### or if dialing internationally please call ###-###-####. Please be ready to enter your Trip# 5*********4 at the prompt.

We regret that we cannot proceed with your refund request. We appreciate your time. Stay safe and healthy!

Sincerely,
Executive Offices
Initial Complaint
Date:10/02/2022
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 spent thousands on hotels but there were so many issues that they did not resolve, I filed complaints these ppl owe me 2 refunds two of my hotels were not as promised and worse, I provided pics of bugs n roaches etc, they owe me for two which adds up to over $2000 plus, I don’t know where else to go, I called and wrote them to no avail
Business Response
Date: 10/07/2022
Dear **** *****,

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

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

As we understand, you were unhappy with your hotel accommodation. We address complaints directly with our hotel partners to ensure that future customers do not have the same issue. We contacted the property to request an exception or a refund, but we did not obtain approval since no complaints were noted during your stay. The breakfast was not available due to Covid-related policies. Since we value your business, we refunded 20% of the total reservation cost of 280.77 USD. Refunds take 3-10 business days to post to your account. You may contact your bank directly to inquire about their processing time.

We hope you find this information helpful.

Sincerely,

Executive Offices
Customer Answer
Date: 10/10/2022

Complaint: ********

I am rejecting this response because:

Sincerely,

**** *****
I don’t accept that amount, I complained to them multiple times and they never fixed anything the air conditioning never blew cool air, room was hotter then outside, I asked for a fan at least and they said no, I had to purchase one just to have air, couldn’t open the window because screen was ripped off, there were roaches which showed pictures, the tv would not stay on, as for breakfast they should have posted that there wouldn’t be any but their site and my receipt show there would be, I would never have stayed there knowing this but I spent all I had so couldn’t move elsewhere. I’m grateful for the small refund but it’s not acceptable for the unsanitary conditions. I spent my retirement check on this place and only get paid once an month so I was stuck. I’m sure my complaints will be addressed better.
Business Response
Date: 10/13/2022
Dear **** *****,

We received your rejection.

We called the hotel and confirmed with the Front Desk Agent that you used the reservation, and no issues were noted during your stay; therefore, they denied the request for a refund. The only complaint they received was when they charged you for the stains on the sheet and for trashing the room. Your reservation is non-refundable; however, since we value your business, we refunded 20% of the reservation cost. Regrettably, we cannot issue an additional refund.

Thank you for your time.

Sincerely,

Executive Offices

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