Complaints

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

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• 

  Priceline.com LLC

  800 Connecticut Ave Norwalk, CT 06854-1631

  
• 

  Priceline.com LLC

  Norwalk, CT 06854

  
• 

  Priceline.com LLC

  800 Connnecticut Avenue Norwalk, CT 06854

  
• 

  Priceline.com LLC

  800 Connecticut Avenue Extended Norwalk, CT 06854

  
• 

  Priceline.com LLC

  800 Connecticut Ave. Norwalk, CT 06854

  

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

• Initial Complaint

  Date:05/12/2025

  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.

  This was apart of a package deal with priceline, I rented the car for 17 days only used it for 7 due to emergency with job , so they didn't explain to me a non- refundable policy as I made a reservation through their call center, it was reserved from April 29th - May 15th but the vehicle was returned on May 7th that is 8 days of unused vehicle from another state, they should at least offer credit towards the next rental, I'm upset because it should have been disclosed that if you return it early there's no refund applied, ***** rental advised when returning the car that priceline would issue the refund. It's all a big money scheme we never know what kind of emergency arises and your travel time is modified this cannot be legal.

  

  Business Response

  Date: 05/26/2025

  **** ****** *******
  
  Thank you for contacting us regarding your rental car reservation with ***** Rent a Car for Trip Number ********516.
  
  We are writing in response to your Better Business complaint.
  
  We understand you returned the vehicle early and requested a refund for the unused rental days. We are currently in contact with ***** Rent a Car for the status of your reservation. Kindly post a reply to this message after five (5) days for an update/resolution.
  
  We appreciate your patience while we continue to work to resolve your issue.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:05/12/2025

  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.

  So on the early morning of may 12th 2025 I was traveling across country and was needing to get just a few hours sleep. At this time I’m in ******* a state that I’m not familiar with I went to Priceline to book a cheap room for me to sleep in. At that point I didn’t care which hotel or where it was as long as it was close to where I currently was within like 20 miles either direction. I booked a price breaker deal so I would get one of three hotels couldn’t find out until I had paid for the room. No cancelations or changes could be made but once I booked the room it was 3 and a half hours away that isn’t my current location and I shouldn’t have to go for that using my current location should be relatively close I feel that I was preyed soon and taken advantage of. When I called customer service they said that 3 1/2 hours was close to my current location and that there was nothing that they could do.

  

  Business Response

  Date: 05/23/2025

  Dear ****** ******,
  
  Thank you for contacting us regarding your hotel reservation at the **** *** ** ******* ******** for Request Number ********516.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand your concern that the confirmed hotel is located far from your desired location. As you booked through our Pricebreaker option, we guaranteed a stay at one of three listed hotels, and our records show your reservation was confirmed at one of those properties.
  
  Because you booked a restricted rate, we contacted the hotel to explore the possibility of an exception or refund. Unfortunately, we were unable to obtain their approval. Regrettably, the charge remains non-refundable.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:05/12/2025

  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.

  On April 7, 2025, I booked a rental vehicle through Priceline and selected ******* *** ****** based on a competitive offer of $102, which included all taxes and fees. However, when I arrived to pick up the vehicle on April 14, 2025, I was required to pay additional charges not disclosed during the online booking: $300 security deposit, $53.15 in fees, and $52.80 in tolls. I was not provided any receipts or written documentation for these charges. I returned the vehicle on April 18 at 3:02 PM (***** time) in perfect condition, as confirmed by their staff, who then drove me to the airport. I requested a return inspection document, but was told that none would be provided since there had been no documentation at pickup either. Later, at 2:25 PM (WA time), I received what they called a "rental agreement" (attached), which did not align with my original booking. However, the $300 security deposit has never been returned, despite multiple follow-up attempts. I called the number ###-###-#### and received no response. When I called the number on the receipt, a woman answered and told me it was a private number, not associated with the company. Due to the lack of communication and refund, I filed a dispute with my credit card company for the $300 deposit. Shockingly, on May 5, 2025, I was charged an additional $580 by the same company, without my authorization. They appear to have stored my credit card information and reused it without consent, sending me a new rental agreement. This transaction is unauthorized and fraudulent. In total, I am seeking the return of $880, broken down as follows: $300 unreturned security deposit and $580 unauthorized charge on May 5. This company has demonstrated deceptive and dishonest business practices, and I believe they are engaged in fraud. I respectfully request that appropriate action be taken against ******* *** ******, and that they be required to refund me the full $880. Thank you for your attention to this matter.

  

  Business Response

  Date: 05/23/2025

  Dear ***** ******,
  
  Thank you for contacting us regarding your rental car reservation with ******* *** ****** for Request Number ********517.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that you were charged for your prepaid reservation. After contacting ******* *** ******, we were informed that the charge was applied due to damage to the driver's side door upon the vehicle's return. For any inquiries or clarifications regarding this charge, please contact ******* *** ****** directly. Regrettably, we cannot assist you with their charge.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:05/12/2025

  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.

  On 4/26/25. I booked a flight international with Priceline. This flight was paid for in full. I noted when we tried to check in online that my spouses last name was misspelled. Correct spelling is ********. The name on the itinerary was ********. I placed a call starting at 200PM on 5/9/25 to Priceline to correct this. I was referred back to the airlines which referred me back to the agent Priceline to correct this. I was on hold for over 1.5 hours with Priceline I spoke with Ariel which stated they couldn’t do anything about it. I called back again and spoke with Kim at Priceline. *** *** ****. Per Kim there is no way this can be fixed. Per Kim at Priceline they can not fix this error and my spouse will miss his flight tomorrow as his name is typo’s. They are aware of the error, refuse to fix this and refuse to refund my fare. I spoke to all airlines involved and they all direct me back to Priceline stating they are the only one’s who can remedy this. I am asking for a full refund as this is an error that can easily be remedied, but Priceline refuses to do this. # for ***** *** *** **** and ****** ******** ****** **** All the airlines send me back to Priceline who states they can’t do anything about it. Meanwhile. I purchased a second flight costing me over $1000. I’d like at least a partial if not full refund or at least a credit. I know have 2 tickets for the same person. I have tried every angle to get this agent to help, they refuse. I out over $2000 at this point. It’s unfair, unethical business practice and I know they are able to refund. They just refuse.

  

  Business Response

  Date: 05/21/2025

  Dear ***** ********,
  
  Thank you for reaching out regarding your ****** ******** tickets associated with Trip Numbers ********518 and ********516. We are responding to your recent complaint submitted to the Better Business Bureau.
  
  According to our records, Trip Number ********518 was purchased on April 26, 2025. During the booking process on our website, the full itinerary was presented for your review prior to finalizing the purchase. We regret to learn that there was a misspelling in the last name on the ticket.
  
  You contacted us on May 9, 2025, to request a correction. Unfortunately, at that time, the ****** *******c office responsible for approving name changes was closed, as it operates from 9:00 AM to 5:00 PM EST. Please note that any name correction requires airline approval, and we are unable to make such changes independently. Additionally, we see that the outbound flight for this ticket has already been used.
  
  Regarding Trip Number ********516, our records indicate that this booking was voided, and no charges should have been applied. Since one ticket was utilized and the other voided, we are unable to proceed with a refund review.
  
  We appreciate your understanding, and thank you for your time.
  
  
  Sincerely,
  Executive Offices

• Initial Complaint

  Date:05/12/2025

  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 prepaid *** ****** reservation for March 25, 2025-April 8, 2025. Upon arriving at the airport and taking the shuttle to the rental location they refused to honor the reservation. I called Priceline right away and was told a refund would be issued after verification that the business would not honor the reservation. Two people in line in front of me had the same issue. I have called Priceline numerous times now and every time they extend the amount of time they will resolve the issue in. I want my money back. I went back to the airport and rented a car with ****.

  

  Business Response

  Date: 05/26/2025

  Dear ***** ********,
  
  Thank you for contacting us regarding your rental car reservation with ********* *** ****** for Trip Number ********518.
  
  We are writing in response to your Better Business complaint.
  
  We understand you requested a refund for your rental car booking after the counter did not honor your reservation. We are currently in contact with ********* *** ****** on the status of your booking. Kindly post a reply to this message after five (5) days for an update/resolution.
  
  We appreciate your patience while we continue to work to resolve your issue.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 06/09/2025

  The business requested that I wait five business days before responding to their answer to my complaint. I still have not received a refund and wish that the matter was not closed. Should I file a new complaint to seek an actual resolution?

  

  Business Response

  Date: 06/17/2025

  Dear ***** ********,
  
  We apologize for the delay in resolving your issue.
  
  Priceless *** ****** has responded to our inquiry advising that their counter tagged you as a no-show on your scheduled pick-up date and time. During the booking process, we stipulated in the Priceless *** ****** policy and rules that bookings not picked up within two hours will be considered void. 
  
  Nevertheless, we made a one-time exception and refunded $331.35 to the original form of payment used to make the purchase. Our system will process your refund within one business day. You may contact your bank directly to inquire about their posting time.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:05/12/2025

  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 rented a car at ******* via priceline and paid for it in advance. When I got to the car rental counter, the credit card machine did not process the deposit so I was unable to get the car. I called Priceline to receive a refund and was told that ******* had issued an agreement number which meant I had the car. I did not have the car, I never got the car.

  

  Business Response

  Date: 05/26/2025

  Dear *** ******,
  
  Thank you for contacting us regarding your rental car reservation with ******* Car Rental for Trip Number ********518.
  
  We are writing in response to your Better Business complaint.
  
  We understand you had not rented the vehicle due to an issue with the counter's credit card machine. We are currently in contact with ******* Car Rental on the status of your reservation. Kindly post a reply to this message after five (5) days for an update/resolution.
  
  We appreciate your patience while we continue to work to resolve your issue.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:05/09/2025

  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.

  Booked online a hotel stay on May 7th, and purchased insurance. Within moments of the booking a window appeared on my screen offering a better price for the room from *******. I still was on the Priceline site so I decided to ask their chat bot “Penny” about that and if Priceline would match the price. “ Penny” advised me to cancel my reservation and then ask Priceline for a price match with the ******* offer. So I did that. Within seconds they confirmed my cancellation and informed me that I was only going to receive the insurance refund. Which is absurd since the reservation is for a stay weeks away, and I was following their own AI’s instructions. I called Priceline and stayed hours on the phone as I got transferred here and there with the promise of resolution. I even asked for them to just reinstate the reservation I paid for. Of course that did not happen. I also called the hotel and said please just reinstate the reservation to no avail!! It appears to me to be VERY DISHONEST and a bad trick to grab people’s money without providing the service! This should not happen and I hope these businesses get reprimanded and I get refunded the money I paid for Nothing! The stay was weeks away, they will book the room since it was really hard for me to find this availability. No excuse!

  

  Business Response

  Date: 05/22/2025

  Dear **** *******,
  
  Thank you for contacting us regarding your hotel reservation at *** ****** ** ***** ****** for Request Number ********518.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand you canceled your reservation because you found a lower rate. Our records show that Penny Bot advised you to check the cancellation policy associated with your reservation. You were also informed that if your reservation was refundable, you had the option to cancel and rebook at the lower price. When you proceeded to cancel your reservation online, you were notified that a cancellation fee would be applied. Regrettably, we cannot refund the charge.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:05/09/2025

  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 rental car through Priceline for march 8, 2025. When we arrived at the airport for our rental car we were told the company couldn’t provide us a car for over 3 hours from our original time. Which was unacceptable as we had a child with us and it was already 7 pm. When I called Priceline to get a new rental car I was told I could go to the counter of another place and book one and the difference would be refunded when I sent the receipt for the new total. I confirmed multiple times that it would be refunded to my original payment method. I submitted the receipt and they said I had to wait until the reservation was complete, okay fine. I submitted it again after it was complete and they said they’d process it and it would be a check that would arrive 3 weeks after they process it. So I waited, already mad that it’s a check. It never came. So I called. They “escalated it” and it supposedly got resolved and the check will be there in another 3 weeks. Again it didn’t show. They have escalated it twice since then after at least 10 phone calls all over 30 minutes each. I still do not have my reimbursement of $288. It is currently being escalated and I keep getting told there’s nothing they can do and operations (who it is escalated to) does not talk to customers. One said they hope to convince them to send it via ***** or ****** because the amount is too high for my original payment method. I am over 2 months later and still do not have the reimbursement for money that never should have had to be spent in the first place. Please!! I just need my money back! This isn’t fair to have a customer go without nearly $300 that they didn’t expect to spend! The original cost was $90.49, which was refunded, but then I had to spend $379.20 to get a car. So they are supposed to reimburse me $288.71.

  

  Business Response

  Date: 05/22/2025

  Dear ****** *********,
  
  Thank you for contacting us regarding your rental car reservation with the **** Car Rental for Request Number ********516.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand your concern regarding the refund due to your reservation. We reviewed the information with our Accounting Team and confirmed the following details:
  
  Check Number: ********
  Amount: 288.71 USD
  Date Processed: May 9, 2025
  
  Our Accounting Team also added that the check was reconciled on May 15, 2025.
  
  We apologize for the inconvenience and hope you find this information helpful.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:05/09/2025

  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.

  So it’s a complaint against 2 different parties. My boyfriend and I were booking a hotel for Mother’s Day weekend the 10th and 11th I booked the hotel everything was fine. I went to check the confirmation number just to make sure it went thru. Someone changed the dates. They put it for the 11th and 12th I called the property they told me to call price line. I called price line and they told me to talk to the hotel ******** *** in kill devil hills NC it’s been back and fourth since 1 am. All my boyfriend and I wanna do is just change the dates of the reservation. No one is helping us at all. Price line is Saying they sent out 3 emails to the hotel to change the dates and the hotel is saying they are receiving them. My boyfriend’s mother died and all we wanted to do was spread her ashes. No one is helping us. We want either our money back or we want a comped room or something. I have lost sleep over this and nothing is getting resolved. They want to say that it’s gonna be a charge or it’s non refundable BUT I have a picture where it states it’s non refundable after 5/12/25

  

  Business Response

  Date: 05/22/2025

  Dear ***** *********,
  
  Thank you for contacting us regarding your room reservation at the ******** ***.
  
  We are writing in response to your Better Business complaint.
  
  We understand you requested to cancel your reservation due to the wrong dates. Upon review, our records show that your name does not match the reservation holder's name. To maintain the security of our customers' records, please provide us with the following information.
  
  - Reservation Holder's name
  - Relationship with the Reservation Holder
  - Phone Number used to book the reservation
  - Email Address used to book the reservation
  
  Thank you for your time, and we look forward to your response.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 05/22/2025

  - Reservation Holder's name: ****** ***** 
  - Relationship with the Reservation Holder girl friend but I made the reservation for him as he was working 
  - Phone Number used to book the reservation **********
  - Email Address used to book the reservation ***************************

  

  Business Response

  Date: 06/04/2025

  Dear ***** *********,
  
  Thank you for your response.
  
  Our records show we canceled your reservation and refunded $100.35 for the booking cost on May 09, 2025, to the original form of payment used to make the purchase. Our system processed refund within one business day. You may contact your bank directly to inquire about their posting time.
  
  We appreciate your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:05/09/2025

  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 for my wife to our daughters graduation in ******* and * ** ******* from May 15th to May 17th. Our other daughter had a Medical emergency so my wife could not attend the Graduation and the agency IE Price line would not refund ot schedule another travel date later. Their whole Customer service agents are all 3rd world countries and and not about being good customer service agents. In fact there are a lot of negative reviews on line about them.****** airlines had nothing good to say about Priceline except they rip customers off on a regular basisi.

  

  Business Response

  Date: 05/14/2025

  Dear ****** ********,
  
  Thank you for reaching out regarding your wife's ****** Airlines ticket associated with Trip Number ********518. We are writing in response to your recent complaint submitted to the Better Business Bureau and have carefully reviewed the concerns you shared.
  
  We’re truly sorry to hear that your wife will be unable to travel due to your other daughter's medical emergency. After reviewing the terms and conditions of the booking, we must confirm that the ticket is non-refundable and non-changeable. These conditions were clearly outlined on the checkout page at the time of purchase and reiterated in the confirmation email.
  
  We understand your dissatisfaction with the customer service you received. Please know that our Travel Specialists are committed to providing the best possible assistance within the policies and restrictions set by our travel partners, including airlines, hotels, car rental agencies, and cruise lines.
  
  Unfortunately, as the fare rules do not allow for refunds or changes, we are unable to accommodate your request for a refund.
  
  We appreciate your time and understanding, and we sincerely hope your daughter is recovering well.
  
  Sincerely,
  Executive Offices