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 Ave Ste 3W01 Norwalk, CT 06854-1628

  
• 

  Priceline.com LLC

  5 High Ridge Park Stamford, CT 06905

  

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:05/05/2025

  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 was trying to book a trip to ********, ******* during May 1st to May 17th, on Apr 28th. I looked at ******* *** ********, and there was a refundable rate option, and it shows it is refundable at the date of check in. However, once I made the reservation, Priceline told me that the reservation is non-refundable after Apr 28th 1:00 a.m., which apparently passed. My wife's visa application was rejected and I could not make the trip. I tried contacted priceline and the hotel multiple times, and they are saying it is non-refundable and I cannot cancel it. At the end, I was not able to check-in the hotel and make my trip. If such reservation is never refundable, then Why priceline provides that option. Priceline has been claiming they are contacting a third party booker (not the hotel) and they refused to provide the contact to help facilitate the issue. No escalation has been made to help in this situation and they have been asking me to beg the hotel.
  
  The cancellation attempts have been ongoing between Apr 29 to Apr 30 before the trip, but minimum effort has been made by Priceline to help. Their activity is tricking customers in the policy.

  

  Business Response

  Date: 05/13/2025

  Dear ****** ****,
  
  Thank you for contacting us regarding your hotel reservation at the ******* *** ******* ******** ** *** for Request Number ********517.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that you requested to cancel or modify the reservation dates because your wife's visa was rejected. Since you booked a restricted rate, we contacted our travel partner to request an exception or a refund but did not obtain approval. Regrettably, the reservation remains non-changeable and non-refundable. Please note that once you failed to check in on your scheduled check in date, the hotel will tag you as a no-show  and cancel the entire reservation without a refund.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 05/14/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Priceline should have made it clear at the booking selection page that no refundable rate is available since the reservation start date is too closed to the booking time. The misleading information is irresponsible and the customer service has never addressed the issue but kept blaming me for confirming the reservation with non refundable rate.
  
  
  
  Sincerely,
  
  
  
  ****** ****

  

  Business Response

  Date: 05/27/2025

  Dear ****** ****,
  
  We received your rejection.
  
  The following policy was provided during the booking process:
  
  "This booking is Non-Refundable and cannot be amended or modified. If you fail to arrive or cancel the booking, no refund will be given."
  
  Since your reservation was made under this restricted policy, we did request an exception or a refund on your behalf. Unfortunately, this request was not approved. Regrettably, the charge remains non-refundable.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 05/27/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  They are spending minimum effort and they do not intend to change the way doing business. Their misleading displayed information is hurting the trust of customers.
  
  Sincerely,
  
  
  
  ****** ****

• Initial Complaint

  Date:05/05/2025

  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.

  Date 4/15/2015
  Booked a hotel (*******) through Priceline and was charged $259.98, booking number is:**********5-17, I found out I used wrong name,(I used my name while my husband was the guest)called Priceline immediately after booking , talked to agent and was told they would send an email to the hotel to add the guest name. When guest arrived to hotel they said Priceline never sent email, so I called Priceline again and the agent said he was going to send the email to request adding the name, the guest waited for a hour and hotel said they didn’t receive anything.
  Then I called Priceline again after guest waited for a hour and ask if they could cancel and refund me since they are not able to send the email to hotel, please note that Priceline booked the hotel with another company, not directly to the hotel(*******), the agent told me he would refund me, and ask me not to cancel from my end because if I cancel from my end he would not be able to refund. And double confirmed with him then I booked with hotel directly. The Priceline agent told me I should get my refund 3-5 business days.
  After a couple week I called Priceline again because I was not refunded, they told me they can refund, then I talked to Priceline supervisor she opened an investigation, today I received the results for investigation,saying” We are writing to you today regarding your hotel reservation at The ******* ** *** ******** ****** *** ***** with Request Number ********517” and they lied on the agent agreed to refund. Being a customer it hard flight with a big company simplely lied on their recorded calls, that why I’m here for help.

  

  Business Response

  Date: 05/12/2025

  Dear ***** **,
  
  Thank you for contacting us regarding your hotel reservation at The ******* ** *** ******** ****** *** ***** for Request Number ********517.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that you encountered an issue with booking your reservation under the wrong guest name. On the day of your check-in, you contacted us to request a change to the reservation name. Our agent confirmed that your request was forwarded to the hotel for approval. However, we cannot guarantee a refund for reservations booked at a restricted rate. In our efforts to assist you, we contacted our travel partner to seek an exception or potential refund for your situation, but we did not receive approval. Consequently, the reservation remains non-refundable.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

  

  Business Response

  Date: 05/12/2025

  Dear ***** **,
  
  Thank you for contacting us regarding your hotel reservation at The ******* ** *** ******** ****** *** ***** for Request Number ********517.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that you encountered an issue with booking your reservation under the wrong guest name. On the day of your check-in, you contacted us to request a change to the reservation name. Our agent confirmed that your request was forwarded to the hotel for approval. However, we cannot guarantee a refund for reservations booked at a restricted rate. In our efforts to assist you, we contacted our travel partner to seek an exception or potential refund for your situation, but we did not receive approval. Consequently, the reservation remains non-refundable.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 05/13/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I spoke to Priceline agent at least 3 times, for the last call agent told clearly not to cancel from my side, he would take care of the refund in 3-5 business days. Priceline should find that call and listen to it and honor it. The hotel told me they never received any request for name change, I requested name change twice, Priceline didn’t do their job and misleading me to make me believe that I shouldn’t cancel the booking.this is cheating! Please investigate all the calls I had with Priceline on the day of booking.
  
  
  
  Sincerely,
  
  
  
  ***** **

  Customer Answer

  Date: 05/13/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I spoke to Priceline agent at least 3 times, for the last call agent told clearly not to cancel from my side, he would take care of the refund in 3-5 business days. Priceline should find that call and listen to it and honor it. The hotel told me they never received any request for name change, I requested name change twice, Priceline didn’t do their job and misleading me to make me believe that I shouldn’t cancel the booking.this is cheating! Please investigate all the calls I had with Priceline on the day of booking.
  
  
  
  Sincerely,
  
  
  
  ***** **

  

  Business Response

  Date: 05/23/2025

  Dear ***** **,
  
  We received your rejection.
  
  Upon reviewing our records, we confirmed that a refund was not guaranteed. Instead, our instructions were for you to verify with the hotel whether the name change request submitted by our travel partner had been approved.
  
  On May 7, 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 Offices

  

  Business Response

  Date: 05/23/2025

  Dear ***** **,
  
  We received your rejection.
  
  Upon reviewing our records, we confirmed that a refund was not guaranteed. Instead, our instructions were for you to verify with the hotel whether the name change request submitted by our travel partner had been approved.
  
  On May 7, 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 Offices

• Initial Complaint

  Date:05/05/2025

  Type:Billing 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 20,2025, Thought {booking,com and Priceline.com} I booked a trip to ***** ****. This trip was with an airline and a hotel. My hotel was *** **** ****. After paying with my credit card, I got my confirmation stating not to pay for my room until I arrive at the site. Upon getting to **** **** I paid in full.

  

  Business Response

  Date: 05/17/2025

  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 checked our early due to issues with the room's electrical system and a volcano eruption. Our records show that *********** is the provider for your reservation. 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

• Initial Complaint

  Date:05/05/2025

  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 on Priceline and they prompted me to use ****** on their website for feb 26th they priceline to book a rental. I was booking a car in ****** ***** to visit my very ill dying father and was left stranded without a car. I went to the address and it was an empty building and lot . Both the phone number and address were not in service. I want my refund for this service as it’s been almost three months and they haven’t been able to even get in contact with me”******”. I believe they knowingly used a fraudulent company that many others have stated was a scam company and refuse to refund me for a rental that never existed. I have sent over everything they’ve asked from me and been told it was escalated for months now. Each time I call they tell me 7-10 days and then the last time I called they told me it’s not refundable - even though I was there ready to pick up my car and they simply didn’t exist.

  

  Business Response

  Date: 05/17/2025

  Dear ****** ********,
  
  Thank you for contacting us regarding your rental car reservation with ****** for Trip Number ********516.
  
  We are writing in response to your Better Business complaint.
  
  We apologize for the inconvenience caused by an issue with ****** at the ****** **** ***** location and the delay in resolving your issue. Our Management Team is currently investigating this issue with ****** Corporate Office to resolve 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 Offices

• Initial Complaint

  Date:05/05/2025

  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 was booking several hotels for my trip in ******. An advertisement came up from Priceline I accidentally double booked a day. I contacted priceline immediately. They said the would have an answer within two days to change the date or cancel. I get another rep the said the will contact their booking partner and if they cannot get in contact with them they will contact billing and I will be refunded. They said try to call and email the hotel my self. I email the hotel. No response. I call the hotel, ****** hotel in ******* ******, then pickup and tell me to call back in thirty minutes. I call back. The hotel hangs up on me. I call Priceline again. I speak to the rep they try to contact the booking partner. They said the hotel has not responded. The agent says if the do not hear in two days, I will be refunded. Wait two days no update, I call again. The agent says they will call the partner. They receive no response. It's been over a week. The Priceline agent said in another two days I will refund if the do not hear back. Two days pass. I call again speak to a Priceline agent. They have no response says to wait another two days and tries to backtrack on Priceline refund promise. I ask to speak to a manager. I wait for a half hour on hold. The manger is nice. I explain the situation he acknowledges and apologizes, says he will work had to resolve cancel and refund the hotel stay. This I am left. I have tried resolving this for over a week, no response from the hotel. I have been promised a refund within two days several times but nothing has happened. I do not know why priceline would want to do business with this hotel or try to stuff a customer on a promised refund. That being the manager and several of the agents were nice. It is largely not their fault.

  

  Business Response

  Date: 05/13/2025

  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 did not intend to book this reservation. Due to the nature of the restricted rate you booked, we reached out to our travel partner in the hope of securing an exception or a refund for you. Unfortunately, we were not able to obtain approval. We also want to clarify that our records do not show we guaranteed a refund for this reservation. We regret to inform you that, as it stands, the charge remains non-refundable.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:05/05/2025

  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 call Priceline and told him about the hotel that I didn't get a refund for. They called the hotel and the hotel said ,I never stayed there. It was all a lie because I was there and I have footage of video of proof and a receipt from the front desk of the hotel. I paid for two rooms for 2 days and a filthy stinking place. Also I paid for a van and the air conditioner went out the same day for 2 days I didn't get a refund or some kind of compensation for my time to go back and forth to the airport.

  

  Business Response

  Date: 05/13/2025

  Dear ***** ********,
  
  Thank you for contacting us regarding your vacation package reservation for Request Number ********516.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that you were unhappy with your hotel accommodation and rental car. 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. Therefore, this portion remains non-refundable.
  
  As a gesture of goodwill, we sent a separate email with a coupon for a 20% discount for a future Express Deal booking. You must use the coupon by August 11, 2025, at 8:47 PM EDT. You can use the coupon code for a single transaction, and any remaining residual value can no longer be applied to another booking. The email will contain instructions on how to redeem this coupon.
  
  We reached out to by ***** **** * *** regarding your concern. As approved, we refunded the amount of 58.36 USD. We process refunds within one business day through our system. You may contact your bank directly to inquire about their posting time.
  
  We apologize for the inconvenience and hope you find this information helpful.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:05/05/2025

  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 from Priceline. I was then charged after pickup by the 3rd party company an extra charge unauthorized charge and I also never received my security deposit. Priceline has done nothing to remedy it. Even going as far as to blame me.

  

  Business Response

  Date: 05/17/2025

  Dear ******* ******,
  
  Thank you for contacting us regarding your rental car reservation with ******* for Trip Number ********516.
  
  We are writing in response to your Better Business complaint.
  
  We understand you incurred additional charges from the rental counter for your prepaid reservation and have not received a refund for the security deposit. We are currently in contact with ******* Corporate Offices to resolve your issue. Kindly post a reply to this message after five (5) days for an update/resolution, and attach copies of your billing statement and rental receipt.
  
  We appreciate your patience while we continue to work to resolve your issue.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:05/05/2025

  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.

  Business is selling rooms that do not exist, stranding travelers or forcing them to make other arrangements at last minute. Their instructions are to call customer service which has a wait time of nearly 2 hours when trying to find lodging at 10:30pm.
  
  I want Priceline to refund my original reservation as they were unable to fulfill the terms of the contract, cover the cost of the other arrangements I had to make, including transportation to both locations (from airport to first hotel that was overbooked, and from overbooked hotel to new accommodations) plus $250 credit for future use for a total of $946.94.

  

  Business Response

  Date: 05/12/2025

  **** ********* *****,
  
  Thank you for contacting us regarding your hotel reservation at Extended **** ******* ****** * ********* * ******* * ***** **** for Request Number ********516.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that the hotel was overbooked. Our records do not indicate that you contacted us during your travel dates. We could have offered to relocate you to a comparable hotel. We called the property and confirmed the overbooking. Therefore, we canceled your reservation for a full refund plus an additional refund of 41.25 USD. Your total refund amounting to 303.22 USD will be processed through our system. You may contact your bank directly to inquire about their posting time.
  
  We apologize for the inconvenience and hope you find this information helpful.
  
  Sincerely,
  
  Executive Offices

  

  Business Response

  Date: 05/12/2025

  **** ********* *****,
  
  Thank you for contacting us regarding your hotel reservation at Extended **** ******* ****** * ********* * ******* * ***** **** for Request Number ********516.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that the hotel was overbooked. Our records do not indicate that you contacted us during your travel dates. We could have offered to relocate you to a comparable hotel. We called the property and confirmed the overbooking. Therefore, we canceled your reservation for a full refund plus an additional refund of 41.25 USD. Your total refund amounting to 303.22 USD will be processed through our system. You may contact your bank directly to inquire about their posting time.
  
  We apologize for the inconvenience and hope you find this information helpful.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:05/05/2025

  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.

  Confirmation #**********
  Trip #**********5-18
  On 4/27/25 the hotel room was canceled by the hotel. On 4/28/25 I submitted the documentation. I'd like a refund for the room price of $110.50.

  

  Business Response

  Date: 05/17/2025

  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 following the cancellation of your room by the property. Our records show we refunded $110.50 on May 06, 2025, to the original form of payment used to make the purchase. Our system processed 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

  Customer Answer

  Date: 05/19/2025

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:05/05/2025

  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.

  Book ****** ******* trip and automobile rental in December for May 2025, combo discount and advanced pricing. Due to the ****** ******* cancelling over Evening Flight and ONLY having their ***** 6 am Flight in route on our scheduled day. Our Rental Car was booked for late evening; we would have been arriving 8 hours earlier and didn't want to be paying more for be so much earlier.
  Contacting Priceline to update booking and HELP coordinate a time change for pick up, THERE was absolutely NOTHING PRICELINE the VENDOR could do to help us and couldn't even cancel reservations. Secondly, we tried speaking with management for help, received a supervisor, who also offered NO HELP. We requested call back from MANAGEMENT -Never to happen. After calling several times they were able to cancel but failed to help us in any way. Promised a coupon NEVER RECEIVED, NOW we had to SPEND two hundred dollars more to book a car rental elsewhere. TOTALLY USES FOR ANY TRAVEL SERVICES, NOBODY to help BASED OUTSIDE USA.
  We seek our TWO-hundred-dollar difference, better customer service, and the actual ability to speak with someone in charge, Someone, who can leverage to change and AUTO RENTAL PICKUP TIME, DUE TO THE POOR COORDINATION OF their combined vendors. NO TRAVEL AGENTCY HERE. We highly don't recommend Priceline or Expedia as their algorithms work against you, and they offer NO MANAGEMENT help AT ALL.

  

  Business Response

  Date: 05/16/2025

  Dear **** ********,
  
  Thank you for contacting us regarding your rental car reservation with **** **** * *** for Trip Number ********516.
  
  We are writing in response to your Better Business complaint.
  
  We understand you had to book a new rental car at a higher rate caused to a flight cancellation. Our records show you booked an Express Deal rental car reservation. During the booking process, we stipulated in the Booking Conditions that Express Deal Rental cars are non-refundable, non-transferable and non-changeable even if unused. However, we made an exception and refunded $399.62 the booking cost on April 29, 2025, and sent three discount coupons as goodwill. Regrettably, a refund for the rate difference is not applicable.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices