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.
- 2,085 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:05/07/2025
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 am filing this complaint regarding a highly disappointing experience with Priceline involving a prepaid, non-refundable car rental that was not honored, causing financial loss, personal inconvenience, and disruption to my life event.
I booked a prepaid, non-refundable rental car through Priceline (Confirmation #: **********5-16) for pickup at ******* Airport on May 3rd at 1:00 AM. I was traveling with my wife and two children for my graduation ceremony at ******* **** **********, needing to be at the venue by 8:00 AM.
Upon arrival, there were no cars available, despite my confirmed, prepaid reservation. I contacted Priceline customer support, who assured me:
A refund would be issued,
********* costs and inconvenience would be reimbursed,
The reservation cancellation was being processed, confirmed by email.
Stranded in the middle of the night with my family, I had to:
Book a nearby hotel at my expense,
Use **** for transportation,
Deal with the stress and lack of sleep during my graduation day.
36 hours later, I returned to the airport booked a new reservation for car and picked up a car, later today when i called priceline, i was told the original reservation had been reactivated, resulting in charges for the entire rental duration, even though I had no car for over a day. When I called Priceline, I was informed:
They denied the refund,
They rejected reimbursement for ********* and hotel costs,
They insisted on charging me for the full itinerary, despite no service being provided as booked.
Priceline now claims the rental company used the original reservation, not my new one, resulting in charges for 36 extra hours without a car.
Resolution Requested:
A partial refund for unused rental days,
Full reimbursement for ********* and hotel costs,
A formal apology for the poor handling and misleading information.
Attachments:
Priceline booking confirmation,
Email confirming cancellation and reimbursement,
****/**** and hotel receipts.
Business Response
Date: 05/21/2025
Dear ****** *****,
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 apologize for the inconvenience caused by an issue with vehicle availability at the ***** counter. Our system confirmed your rental car request based on the inventory we received from ***** Rent a Car on your scheduled rental duration, and we did not receive a notification regarding vehicle shortage. Our records show we advised you to rent from a different counter and send us the receipt for your new booking for a potential refund of any rate difference.
On the other hand, ***** Rent a Car responded to our inquiry confirming that you picked up the vehicle for your original reservation and used it for three days out of the 4-day duration. As goodwill, our rental partner authorized a refund for the unused rental day. Therefore, we refunded a total of $73 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.
Regrettably, a refund for your alternate transportation and hotel accommodation expenses is not applicable,
Thank you for your time.
Sincerely,
Executive OfficesInitial Complaint
Date:05/07/2025
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.
In early April I booked a room through Priceline for the ******** ***** *** **** in ******** ** for May 9-11. Shortly after booking the room, I needed to cancel it (approximately 1 week after booking.) Priceline refused the refund and claimed that that their cancellation policy for said room was for 24 hours after the booking. The problem is that prior to booking the room, their app advertises free cancellation. There is a definite bait and switch when it comes to cancellation. I have spoke with Priceline customer service several times, and even spoke to a supervisor and have been given the run around.
I have attached two photos of how their refund policy appears on the app with arbitrary future dates in September, and one photo of how their refund policy actually looks after a booking is complete. Thank youBusiness Response
Date: 05/19/2025
Dear **** ***********,
Thank you for contacting us regarding your reservation at the ******** ***** * **** for Trip Number ********517.
We are writing in response to your Better Business complaint.
We understand you requested to cancel your reservation. During the booking process, we stipulated in the Booking Conditions the following cancellation policy.
- This rate is fully refundable if cancelled within 24 hours of booking. If cancelled after 24 hours, the following policy applies: This booking is non-refundable and cannot be amended or modified. Failure to arrive at your hotel or property will be treated as a No-Show and no refund will be given (Property policy).
Our records show you booked your hotel room on April 04, 2025, and you called us for the cancellation request on April 16, 2025, past the cancellation window. Regrettably, your reservation remains non-refundable.
We sent you a copy of your Contract for your review.
Thank you for your time.
Sincerely,
Executive OfficesCustomer Answer
Date: 05/19/2025
Complaint: ********
I am rejecting this response because: just because it’s legal doesn’t mean it’s right. You are crooked and you know it. I hope the next wildfire in ******** takes your lousy hotel.
Sincerely,
**** ***********Initial Complaint
Date:05/07/2025
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 room through priceline.com. the name of the hotel was *** ****** ***. It was raggedy and ran down. The room was nasty and smelled really bad. I want a full refund.Business Response
Date: 05/21/2025
Dear ****** ********,
Thank you for contacting us regarding your reservation at the *** ****** *** - ********** for Trip Number ********518.
We are writing in response to your Better Business complaint.
We understand you requested a refund for your reservation due to quality concerns. Upon review, we do not have records of you calling us regarding the issues you experienced during your stay. Kindly call our Customer Service at ********** for assistance. Our representatives are available 24/7 to assist you.
Thank you for your time.
Sincerely,
Executive OfficesCustomer Answer
Date: 05/21/2025
Complaint: ********
I am rejecting this response because:
I want a refund, period because I'm letting you know now.
Sincerely,
****** ********Business Response
Date: 05/29/2025
Dear ****** ********,
Thank you for contacting us regarding your hotel reservation at the *** ****** *** - ********** for Request Number ********518.
We are writing in response to your Better Business Bureau complaint.
We understand that you were unhappy with your hotel accommodation. We are currently working with our travel partner regarding your concern. 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 OfficesCustomer Answer
Date: 05/29/2025
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. Okay I will wait on more information from Priceline.
Sincerely,
****** ********Initial Complaint
Date:05/07/2025
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.
On December 15th 2024 my father died, I contacted Priceline. Com for a room in the amount of 236.46 @ ******** **** ******** ****** Airport to check in on January 24,2025 after 1500 check out January 26,2025 for the 236.46 amount. Due to the weather the most horrific snow storm to hit north and south. The roads were closed. I contacted Priceline. com to cancel and was told I had to pay 125.00 cancelation fee in order to receive my refund of 236.46 in 2 billing cycles. From a representative by the name of June.Needless to say another representative Belle sent me a email stating I wouldn't receive anything. And I haven't received any of my money. It was hard loosing my father and having to miss the funeral. The money could've been used toward his funeral instead its gone but not the pain of being ******* by Priceline comBusiness Response
Date: 05/21/2025
Dear **** *********
Thank you for contacting us regarding your reservation at the ******** **** ******* ****** * ************ * ******* * ******* ****. for Trip Number ********518.
We are writing in response to your Better Business complaint.
We understand you requested a refund for your reservation due to road closure caused by the snow storm. We are currently reviewing your reservation to resolve your complaint. 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 OfficesInitial Complaint
Date:05/07/2025
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.
Dear BBB,
I am filing a complaint against Priceline regarding a refund issue with a ****** ******** round-trip ticket I purchased through their platform. Below are the details:
Priceline Trip Number: **********5-17
Airline Confirmation Number: ******
I booked a round-trip ticket from [your departure city] to ********** through Priceline. Unfortunately, due to health reasons, I was unable to take the trip. Prior to the scheduled departure, I contacted Priceline to request a cancellation or refund. Priceline informed me that they could not assist and advised me to contact ****** ******** directly.
I then contacted ****** ********, and they agreed to cancel the ticket. However, they informed me that since the ticket was purchased through Priceline, the refund had to be processed by Priceline.
After that, I reached out to Priceline again, but I have been unable to receive a clear answer or resolution. I feel like I’m being sent back and forth between the two companies without anyone taking responsibility for processing the refund.
I am requesting your assistance in resolving this matter. I believe I am entitled to a refund or at least a travel credit, and I hope Priceline can take the necessary action to process it.
Thank you for your attention.
Sincerely,
******Business Response
Date: 05/13/2025
Dear ****** **,
Thank you for contacting us regarding your ****** ******** tickets associated with Trip Number ********517. We are responding to your recent Better Business Bureau complaint and have carefully reviewed the details of your request.
We understand that you were unable to travel due to health reasons and are seeking a refund. Please note that the ticket purchased was an Express Deal, which is clearly stated as non-refundable and non-modifiable at the time of booking. As a result, our ability to offer a refund or rebooking is dependent on the airline's discretion.
As a courtesy, we reached out to ****** ******** to request an exception on your behalf. Unfortunately, they were unable to authorize a refund or rebooking, and your reservation remains non-refundable and non-changeable.
Additionally, we have been notified by our bank of a dispute associated with your account. The specific nature of this dispute is currently under review by the bank. We recommend contacting your financial institution directly for further information and updates regarding the status of the dispute.
Regrettably, we are unable to proceed with your request due to the non-refundable nature of your ticket, the airline's decision, and the open chargeback case.
We appreciate your time and understanding, and we sincerely hope you are feeling better.
Sincerely,
Executive OfficesBusiness Response
Date: 05/13/2025
Dear ****** **,
Thank you for contacting us regarding your ****** ******** tickets associated with Trip Number ********517. We are responding to your recent Better Business Bureau complaint and have carefully reviewed the details of your request.
We understand that you were unable to travel due to health reasons and are seeking a refund. Please note that the ticket purchased was an Express Deal, which is clearly stated as non-refundable and non-modifiable at the time of booking. As a result, our ability to offer a refund or rebooking is dependent on the airline's discretion.
As a courtesy, we reached out to ****** ******** to request an exception on your behalf. Unfortunately, they were unable to authorize a refund or rebooking, and your reservation remains non-refundable and non-changeable.
Additionally, we have been notified by our bank of a dispute associated with your account. The specific nature of this dispute is currently under review by the bank. We recommend contacting your financial institution directly for further information and updates regarding the status of the dispute.
Regrettably, we are unable to proceed with your request due to the non-refundable nature of your ticket, the airline's decision, and the open chargeback case.
We appreciate your time and understanding, and we sincerely hope you are feeling better.
Sincerely,
Executive OfficesCustomer Answer
Date: 05/13/2025
Complaint: ********
Dear BBB,
I am writing to formally respond to Priceline’s decision to reject my refund request, which was made based on my original complaint regarding a round-trip ****** ******** ticket (Trip Number: **********5-17, Confirmation: ******).Priceline has stated that the ticket is non-refundable due to it being an Express Deal, but I must respectfully dispute this position. I did not ask for a refund lightly — I contacted ****** ******** in advance and explained my situation, and they agreed to cancel the ticket and issue travel credit due to my medical condition. However, since the ticket was booked via Priceline, United told me that any refund or credit must be processed through Priceline.
I am attaching/summarizing my communication with ****** ******** to demonstrate that the airline was willing to accommodate my request, and that Priceline’s cooperation was the only missing step.
Had I been clearly informed from the beginning that Priceline would refuse the refund even with airline approval, I might have made the painful choice to travel despite my health — because the cost of the ticket was too high to lose.
Right now, I am left feeling powerless as a consumer — both the airline and the travel agency point fingers at each other, and I am the one bearing the full financial loss.
I strongly urge Priceline to reconsider this case in light of the airline’s willingness to help and the exceptional circumstances involved. I respectfully ask BBB to continue reviewing my complaint and assist in seeking a fair resolution.Sincerely,
****** **Customer Answer
Date: 05/13/2025
Complaint: ********
Dear BBB,
I am writing to formally respond to Priceline’s decision to reject my refund request, which was made based on my original complaint regarding a round-trip ****** ******** ticket (Trip Number: **********5-17, Confirmation: ******).Priceline has stated that the ticket is non-refundable due to it being an Express Deal, but I must respectfully dispute this position. I did not ask for a refund lightly — I contacted ****** ******** in advance and explained my situation, and they agreed to cancel the ticket and issue travel credit due to my medical condition. However, since the ticket was booked via Priceline, United told me that any refund or credit must be processed through Priceline.
I am attaching/summarizing my communication with ****** ******** to demonstrate that the airline was willing to accommodate my request, and that Priceline’s cooperation was the only missing step.
Had I been clearly informed from the beginning that Priceline would refuse the refund even with airline approval, I might have made the painful choice to travel despite my health — because the cost of the ticket was too high to lose.
Right now, I am left feeling powerless as a consumer — both the airline and the travel agency point fingers at each other, and I am the one bearing the full financial loss.
I strongly urge Priceline to reconsider this case in light of the airline’s willingness to help and the exceptional circumstances involved. I respectfully ask BBB to continue reviewing my complaint and assist in seeking a fair resolution.Sincerely,
****** **Business Response
Date: 05/22/2025
Dear ****** Su,
Thank you for your response.
We understand how frustrating this situation may be. While the ticket was booked through our platform, the fare rules and restrictions are determined by the airline. At the time of booking, these restrictions—specifically that the ticket is non-refundable and non-changeable—were clearly presented.
As an additional step, we reached out to ****** ******** to request an exception on your behalf. Unfortunately, the airline has declined the request, and as a result, we are unable to proceed with your request due to the fare's strict limitations.
We sincerely apologize for any inconvenience this may cause and appreciate your understanding.
Sincerely,
Executive OfficesBusiness Response
Date: 05/22/2025
Dear ****** **,
Thank you for your response.
We understand how frustrating this situation may be. While the ticket was booked through our platform, the fare rules and restrictions are determined by the airline. At the time of booking, these restrictions—specifically that the ticket is non-refundable and non-changeable—were clearly presented.
As an additional step, we reached out to ****** ******** to request an exception on your behalf. Unfortunately, the airline has declined the request, and as a result, we are unable to proceed with your request due to the fare's strict limitations.
We sincerely apologize for any inconvenience this may cause and appreciate your understanding.
Sincerely,
Executive OfficesCustomer Answer
Date: 05/22/2025
Complaint: ********
Dear BBB,
Thank you for facilitating this case. I would like to respond to Priceline’s recent reply regarding my complaint about the refund for a canceled airline ticket.
While Priceline has claimed that the ticket is non-refundable, this does not reflect the full situation. Before I canceled my ticket, I confirmed directly with the airline that the fare was eligible for a full travel credit, despite being labeled “non-refundable” on Priceline. I only proceeded with the cancellation after receiving this confirmation from the airline.
Please note the following key points:
The airline has explicitly confirmed, in writing, that my ticket was eligible for full travel credit, and that it was properly canceled.
I have attached this written confirmation from the airline as supporting documentation.
Priceline’s continued refusal to honor the credit seems to stem from internal miscommunication between them and the airline.
As a customer, I acted in good faith based on the information provided directly by the airline. It is unreasonable to expect me to bear the cost of a communication breakdown between two companies.
I respectfully request that Priceline either:
Issue me the full travel credit as originally promised by the airline; or
Provide a clear and transparent explanation for the discrepancy between the airline’s and Priceline’s stated policies.I hope BBB will continue to advocate for a fair resolution in this case.
Thank you again for your assistance.
Sincerely,
******
Customer Answer
Date: 05/22/2025
Complaint: ********
Dear BBB,
Thank you for facilitating this case. I would like to respond to Priceline’s recent reply regarding my complaint about the refund for a canceled airline ticket.
While Priceline has claimed that the ticket is non-refundable, this does not reflect the full situation. Before I canceled my ticket, I confirmed directly with the airline that the fare was eligible for a full travel credit, despite being labeled “non-refundable” on Priceline. I only proceeded with the cancellation after receiving this confirmation from the airline.
Please note the following key points:
The airline has explicitly confirmed, in writing, that my ticket was eligible for full travel credit, and that it was properly canceled.
I have attached this written confirmation from the airline as supporting documentation.
Priceline’s continued refusal to honor the credit seems to stem from internal miscommunication between them and the airline.
As a customer, I acted in good faith based on the information provided directly by the airline. It is unreasonable to expect me to bear the cost of a communication breakdown between two companies.
I respectfully request that Priceline either:
Issue me the full travel credit as originally promised by the airline; or
Provide a clear and transparent explanation for the discrepancy between the airline’s and Priceline’s stated policies.I hope BBB will continue to advocate for a fair resolution in this case.
Thank you again for your assistance.
Sincerely,
******
Business Response
Date: 06/02/2025
Dear ****** **,
We have thoroughly revisited your concern to ensure that all aspects were carefully considered. At this time, we have no additional information to provide beyond what has already been communicated in our previous correspondence.
We sincerely regret that we were unable to offer a more favorable resolution and appreciate your understanding.
Sincerely,
Executive OfficesBusiness Response
Date: 06/02/2025
Dear ****** **,
We have thoroughly revisited your concern to ensure that all aspects were carefully considered. At this time, we have no additional information to provide beyond what has already been communicated in our previous correspondence.
We sincerely regret that we were unable to offer a more favorable resolution and appreciate your understanding.
Sincerely,
Executive OfficesInitial Complaint
Date:05/07/2025
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 reservation with Priceline for ****** ***** * ******* game. (*** *****) My reservation said that I could cancel without penalty 3 days prior to the stay. However, when I attempted to cancel on May 3rd due to the game event being changed and we were no longer able to attend the rescheduled date. I utilized the self service AI due to not having another choice as the site makes it impossible to reach customer service. However, I still interacted with AI and took screenshots that confirmed I was still within my timeframe to cancel without penalty. I googled the customer service number and then put in a call back que with a call back time of over 2 hours. Once they called back the rep said that my booking was non refundable which as not correct. I had my reservation and the note from AI support that said differently. She then contacted *** and spoke to Rosie. Rosie said that the agent would need to call back to the wholesale team 9am - 5pm PST I was then told I would get an email Monday when resolved. I called again on Tuesday and had to repeat the same process all over again. This is the absolute worst customer service experience I have ever experienced. I am entitled to a full refund and I will NEVER use Priceline again.Business Response
Date: 05/21/2025
Dear ***** *****,
Thank you for contacting us regarding your reservation at the *** ***** for Trip Number ********516.
We are writing in response to your Better Business complaint.
We understand your concerns on the cancellation request for your booking. We are currently reviewing your reservation to resolve your issue. 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 OfficesBusiness Response
Date: 05/21/2025
Dear ***** *****,
Thank you for contacting us regarding your reservation at the *** ***** for Trip Number ********516.
We are writing in response to your Better Business complaint.
We understand your concerns on the cancellation request for your booking. We are currently reviewing your reservation to resolve your issue. 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 OfficesCustomer Answer
Date: 05/21/2025
Complaint: ********
I am rejecting this response because: I have been waiting for weeks with no resolution.
Sincerely,
***** *****Customer Answer
Date: 05/21/2025
Complaint: ********
I am rejecting this response because: I have been waiting for weeks with no resolution.
Sincerely,
***** *****Business Response
Date: 05/28/2025
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 that you requested to cancel the reservation. On Mat 13, 2025, we received a notification from your bank indicating that you disputed this transaction. The dispute initiated the chargeback process between your bank and Priceline, which means that all communication regarding this case must be made directly with your financial institution.
Thank you for your time.
Sincerely,
Executive OfficesBusiness Response
Date: 05/28/2025
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 that you requested to cancel the reservation. On Mat 13, 2025, we received a notification from your bank indicating that you disputed this transaction. The dispute initiated the chargeback process between your bank and Priceline, which means that all communication regarding this case must be made directly with your financial institution.
Thank you for your time.
Sincerely,
Executive OfficesInitial Complaint
Date:05/07/2025
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 canceled an airplane ticket on Priceline's website last December 2, and it said I would receive full credit for my next trip. As you can see in the screenshot, it shows that I have $466.20 in credit from the canceled trip. However, the agent rudely told me that I didn’t have any credit in my account because Priceline didn’t allow me to cancel my ticket.
This is absolutely nonsense. I followed the instructions from Priceline exactly, and their website shows that I have the credit available.Business Response
Date: 05/13/2025
Dear ***** *****
Thank you for contacting us regarding your ****** Airlines ticket associated with Trip Number ********516. We are writing in response to your recent Better Business Bureau complaint.
We sincerely apologize for the inconvenience caused. While our online system mistakenly indicated that your ticket was eligible for conversion to a travel credit, it is, in fact, non-rebookable. In recognition of your loyalty as a valued VIP Gold member, we are pleased to offer a full refund for your ticket as a gesture of goodwill.
At this time, we are unable to issue refunds to the original form of payment. However, we are pleased to offer the following alternative refund options:
For ACH Refund:
US Based Bank
Bank Name -
City/State -
Routing/Transit# -
Account Number -
Address -
Outside US Banks
Bank Name -
City/State/Country -
SWIFT# -
Account# -
IBAN -
Email Address for Remittance:
Address -
For Check Refund:
(The check will be issued under your name, )
- Delivery address (US Address Only)
****** Refund
- Customer's DoB
- Email ID linked to their ****** account
***** Refund
- Customer's DoB
- Customer's Phone number linked to their ***** account
If you choose ****** or *****, we kindly request that you also provide a mailing address as a backup, in case the electronic transfer cannot be completed.
We appreciate your time and attention.
Sincerely,
Executive OfficesCustomer Answer
Date: 05/14/2025
I choose ***** refund
- Account Name: ***** *****
-- Username: ******
- Customer's DoB - **********
- Customer's Phone number linked to their ***** account - **********- Address
***** ***** ** *** ********* ****** **
Business Response
Date: 05/22/2025
Dear ***** *****,
Thank you for providing your account details. A ***** payment in the amount of $466.20 has been processed today, May 22, 2025.
We appreciate your patience and look forward to assisting you with your future travel needs.
Sincerely,
Executive OfficesInitial Complaint
Date:05/06/2025
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.
Booked a room through priceline (Hotel confirmation number: *******361 -Pincode: ****)
The room said it was partial ocean view but there wasnt any ocean view from the balcony. I have contacted priceline customer and *********** customer care multiple times but no one is doing anythingBusiness Response
Date: 05/14/2025
Dear ***** *****,
Thank you for contacting us regarding your hotel reservation at the ****** ***** ***** ****** for Request Number ********518.
We are writing in response to your Better Business Bureau complaint.
We understand your concern regarding the room type received during your stay. Please note that while you booked through Priceline.com, your reservation is serviced by one of our partners, ***********. We escalated your issue to our partner, and someone will get back to you with the resolution within 14 days.
We apologize for the inconvenience, and we appreciate your time.
Sincerely,
Executive OfficesCustomer Answer
Date: 05/14/2025
Complaint: ********
I am rejecting this response because:I will first see the resolution from your partner and then close it
Sincerely,
***** *****Business Response
Date: 05/26/2025
Dear ***** *****,
We received your rejection.
We contacted *********** and received the following information:
"On 27 March 2025, the guest raised a complaint to the Customer Service team after his stay, stating that the allocated suite—advertised as having a partial sea view—lacked such a view and that the bathroom flush was difficult to operate. The Customer Service team contacted the Service Provider, who replied that Suite ****, a partial ocean view suite, was correctly assigned and did provide a partial ocean view from the balcony; the Service Provider further stated their engineer had checked the toilet and found it operational. The Service Provider also clarified that the guest had not booked a direct ocean view suite, and the suite the guest occupied matched the booking details. These responses were communicated to the guest by the Customer Service team, and the guest expressed continued dissatisfaction. On 1 April 2025, the guest again sought compensation. The Service Provider reiterated that the suite was correctly described as a top floor suite with a partial ocean view and maintained that no refund would be granted as the suite and its services were used. The Customer Service team relayed this final position to the guest on 7 April 2025."
For further questions, kindly respond to *********** directly.
Thank you for your time.
Sincerely,
Executive OfficesCustomer Answer
Date: 05/28/2025
Complaint: ********
I am rejecting this response because:I am not looking for any resolution at this point because I’ve come to terms with the fact that I’ve been scammed. My purpose in sharing this is simply to inform others.
What concerns me most is the system in place that allows property owners to mislead customers without any real consequences. For example, an owner can advertise their property as a 5-star stay—even if it’s just a basic motel—and platforms like *********** or Priceline do little beyond stating, “The owner disagrees with your complaint” and suggesting you leave a bad review. That is not accountability.
If this is not the case, I welcome evidence of what action was taken beyond that. My own submitted photos were not even reviewed, which speaks volumes.
To anyone reading this: if you doubt it, ask customer support directly, “What happens if a property owner scams guests by posting false information?” and see what answer you receive.
Sincerely,
***** *****Business Response
Date: 06/09/2025
Dear ***** *****,
We received your rejection.
Our records indicate that *********** have already addressed your concern regarding your hotel reservation booked at the ****** ***** ***** ******.
We understand that you are not satisfied with the resolution. We reviewed your issue again to confirm that we did not overlook anything that might support a more favorable resolution. There is nothing we can add to what has already been stated in our previous correspondence.
For further questions, kindly respond to *********** directly.
Thank you for your time.
Sincerely,
Executive OfficesInitial Complaint
Date:05/06/2025
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.
We booked a hotel room and when we got there we were given a notice on a paper saying the whole hotel had no water or air conditioning and would giving refunds. We then called Priceline and told them the situation and asked for them to call the hotel to verify so we could get our money back . The Hotel gladly said yes give them the money but you guys (Priceline) said that the “partners” denied our claim. I have been back and forth with you guys for 2 months and no one will do anything about it. They took my money and now are holding it and not returning in no matter what I do and then just say sorry this is our policy. Absolutely ridiculous behavior and disappointment in a company. There should be a resolution a long time ago but the refuse to helpBusiness Response
Date: 05/18/2025
Dear ******* *****,
Thank you for contacting us regarding your reservation at the ***** ***** ******* ********* ****** * ******* ********* ***** for Trip Number ********516.
We are writing in response to your Better Business complaint.
We understand the property offered a refund for your reservation due to water and AC disruption. Currently, we are in contact with our booking partner to confirm the refund with the hotel and resolve your issue. 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 OfficesCustomer Answer
Date: 05/20/2025
Complaint: ********
I am rejecting this response because:
Sincerely,
******* *****they have been playing this game for months and won’t give me a refund even after the hotel said yes they would give us a refund. Priceline themselves won’t give the refund. The hotel had no water or air conditioning we couldn’t even flush the toilet
Business Response
Date: 06/01/2025
Dear ******* *****,
We apologize for the delay in resolving your issue.
We received a response from our booking supplier, indicating that the property declined free cancellation or any refund. Nevertheless, our partner issued a partial refund of $51.17 as goodwill. Therefore, we refunded $51.17 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 OfficesCustomer Answer
Date: 06/02/2025
Complaint: ********
I am rejecting this response because: I want a full refund
Sincerely,
******* *****Initial Complaint
Date:05/06/2025
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.
To: Better Business Bureau
Subject: Formal Complaint – Bed Bugs in Room, Denied Full Refund by Priceline & Hotel
Dear Better Business Bureau,
My name is *** ***, and I am writing to file a formal complaint against Priceline and ********** ****** ** ******** ************ ****************, located at **** ***** **** ******* ******** ** *****.
I booked a 2-night stay (May 2–4, 2025) through Priceline under confirmation number **********. I paid $364.18. When I checked in and entered the room, I immediately discovered live bed bugs on the bed and mattress. I documented this with photos and video evidence, then immediately checked out without staying even one night due to the serious health hazard.
Despite this, Priceline only refunded $54.63 of the total charge, which is completely unreasonable. I never stayed in the room, and the conditions were clearly unsafe and unsanitary. I expected a full refund, and I believe withholding the rest of my money constitutes unethical business practice.
I am asking the BBB to assist me in obtaining a full refund and ensuring that Priceline and the hotel are held accountable for this unacceptable experience.
Please feel free to contact me at ***************** or ###-###-#### if additional documentation (photos, videos, reservation records) is needed.
Sincerely,
*** ***
Phone: ###-###-####
Email: *****************Business Response
Date: 05/18/2025
Dear *** ***,
Thank you for contacting us regarding your reservation at the ********** ****** ** ******** ************ **************** for Trip Number 79867117517.
We are writing in response to your Better Business complaint.
We understand you requested a refund for your reservation due to bed bugs. Upon review, our records show that Booking.com is the provider for your accommodation. We escalated your issue to our partner, and someone will get back to you with the resolution within 3-5 business days.
We appreciate your time.
Sincerely,
Executive Offices
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