Business Profile

Travel Agency

Priceline.com LLC

Headquarters

Complaints

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

Customer Complaints Summary

6,961 total complaints in the last 3 years.
2,077 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:05/02/2025
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.
A car rental company cancelled my paid for and Priceline managed vehicle rental at the last minute. Priceline said I should order a new one and I would be refunded the difference right away. I was told repeatedly that the calls were recorded, I was in the right, they are so sorry, my money is coming. It has been 5 months of having to be on the phone, restate what happened (which they already know). The money never comes. I am in financial straits and not in the position to field the burden of a corporation. The way I’ve been treated is unethical and unacceptable.
Business Response
Date: 05/14/2025
Dear ******* *****,

Thank you for contacting us regarding your rental car reservation with ******* **** * *** for Trip Number ********517.

We are writing in response to your Better Business complaint.

We apologize for the delay in receiving your refund. Our records show we submitted a $141.69 check refund for the rate difference to our management team for processing on March 19, 2025. We are currently in contact with our Finance Department for the status of your check refund. 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:05/02/2025
Type:Facilities 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.
******** **** ******* ****** - ********* - **** *********
2.5-STAR HOTEL
**** **** *** ***** ******* **** *********, ** – *********

This property SHOULD NOT BE CALLED A HOTEL! It is trash!
We walked into this horrendous place after 8:00pm on Friday, April 25,2025 extremely tired. We found a guest waiting to be checked in ahead of us and nobody around! After about 15 minutes wait and various calls, (yes, there is a hand-writing sign asking to call phone # if nobody is present), a man appears through the back door of the lobby; goes behind the counter and proceeds to check us in. The check-in process was quick; he asked me for ID and 2 minutes later gave me the card key.
We were given Room 426; the elevator’s dirty appearance and awful smell- trash on the floor, smudges of greasy food all over; should of have given us a clue of the rooms!
As we enter Room *** a swarm of roaches on the wall by the kitchenette’s sink and on the refrigerator’s, door quickly squirm away to hide! YUCK!!! The very strong smell of cigarette smoke and whatever else in the air stops us! We leave this room quicker than the roaches!!!
My husband goes and complains with the lobby’s attendant, and we were given another room. Room *** was in the same condition!!! DISGUSTING!!! I took the time to document the state of the room with pictures before leaving. Dirty floors that crunched beneath your feet when you walked! Refrigerator, or roach motel! Blinds that did not close! Filthy bathroom! Look at the mold on the curtains! The smell was making us sick!!!
We left the key card in the un-attended lobby on our way out and went back to our car to call Priceline for a refund!
Business Response
Date: 05/09/2025
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 were dissatisfied with your hotel accommodation. We take complaints seriously and work directly with our hotel partners to prevent future occurrences of similar issues. We have contacted our travel partner to request an exception or a refund, but unfortunately, we did not receive approval. As a result, your reservation 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 7, 2025, at 12:57 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.

Thank you for your time.

Sincerely,

Executive Offices
Initial Complaint
Date:05/02/2025
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.
Complaint Against Priceline – Trip IDs **********5-17 & **********5-17

My name is ******* *********. I’m * ****** ******* and director of a nonprofit that organizes ********** cultural festivals in *******. I frequently use Priceline to book flights, hotels, and rentals for artists attending our events.

I called Priceline to book 10 hotel rooms near *** Airport with breakfast and airport shuttle. The agent recommended ** ****** ***, and I booked it based on his advice. After payment, I realized the hotel was 45 minutes from the airport, which was a major issue, as our event was at ****** ***** ******, just 5 minutes from ***.

I was still on the call and asked for the change. The agent admitted it was his mistake and said he would transfer me to finalize the refund. The next agent told me I’d be contacted within 30 minutes. That call never came.

I called repeatedly for days with no clear answer. On Saturday, another agent acknowledged the mistake and helped me book the correct hotel nearby, which I paid again. Later I was told that the first booking was canceled but no refund would be issued, even though it was unused due to Priceline's error.

I am a VIP Gold member, and this experience was unacceptable. I’m simply requesting a full refund for the original reservation that I never used due to agent error.

Sincerely,
******* *********
Phone: ###-###-####
Email: ******************
Trip Numbers: **********5-17, **********5-17
Business Response
Date: 05/08/2025
Dear ******* *********,

Thank you for contacting us regarding your hotel reservations at the ** ****** *** * ****** ** ******* ******* ****** ******** for Request Numbers ********517 and 7*******517.

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

We understand that you intended to book your reservations at the wrong location. Our records indicate that you agreed to confirm your bookings at this hotel. Since you booked restricted rates, our ability to refund depends on the approval of our travel partner. We are currently working with them 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 Offices
Customer Answer
Date: 05/09/2025

Complaint: ********

I am rejecting this response because:
Dear Priceline Executive Offices,
Thank you for your response. I would like to clarify some important details regarding my original complaint.
I realized that the hotel booked (** ****** *** * ****** ** ******* ****** ********* was in the wrong location while I was still on the phone with the Priceline agent. I immediately informed him that the hotel was too far from the airport, which was not acceptable because I had specifically requested a hotel close to ****** **** **************** ******* ***** with shuttle service and breakfast.
The agent admitted that it was his mistake and told me he would transfer me to another department to process the refund. Unfortunately, instead of resolving the issue, I was just transferred to someone else who said I would be contacted again—which never happened. This is not a case where I realized the error after booking; I caught it in real time and gave Priceline the chance to correct it immediately.
In the end, Priceline did process another reservation for me, this time at a hotel closer to the airport with the correct specifications and the same number of rooms. These new reservation numbers are:
**********5-17
**********5-17
Because Priceline agents were directly involved in both the original mistake and the rebooking, I respectfully request that the unused original reservation (Trip IDs **********5-17 and **********5-17) be fully refunded.
Thank you again for your time, and I look forward to a fair resolution.
Sincerely,
******* *********
Phone: ###-###-####

Business Response
Date: 05/22/2025
Dear ******* *********,

We received your rejection.

Our records indicate that during the booking process, you were prompted to review all details via a provided link before finalizing your reservations. It appears the discrepancy regarding the hotel's location was only brought to our attention after the bookings were confirmed.

As you booked restricted rates, we did contact our travel partner to explore the possibility of an exception or refund on your behalf. Unfortunately, this request was not approved, and therefore, the charges remain non-refundable.

Thank you for your time.

Sincerely,

Executive Offices
Customer Answer
Date: 05/22/2025

Complaint: ********

I am rejecting this response because:
Complaint #******** – Request for BBB Review of Priceline’s Unfair Commercial Practice
Dear BBB Representative,
Thank you for continuing to assist with my complaint against Priceline (Complaint #********).
I am submitting this follow-up because Priceline’s most recent response continues to ignore the core facts of this case, and I believe this situation may reflect an unfair and deceptive business practice.
To reiterate:
The original incorrect reservation was made by a Priceline agent, not by me directly on the website or app.
I immediately identified the mistake while still on the call and informed the agent that the hotel location did not meet my request (I had clearly asked for a hotel near George Bush Intercontinental Airport (IAH), with shuttle and breakfast).
The agent acknowledged the error and transferred me with the promise that a refund would be processed. Instead, I was bounced to another department and never contacted again.
A second reservation was made by Priceline, this time with the correct location and features, which I used. Thus, I was charged for two bookings on the same day, and used only one, due to Priceline’s admitted error.
Despite this, Priceline is still hiding behind a “non-refundable” clause that was never applicable to a mistake they admitted to at the time. This is not a customer error or a change of mind after confirmation.
This is a case where:
The customer flagged the problem immediately;
The company had a chance to fix it in real time;
And the customer still had to pay for the company’s admitted mistake.
This reflects a potentially deceptive pattern: customers are locked into "non-refundable" terms even when the company makes the mistake, offering no accountability or fair resolution.
I am respectfully asking the BBB to further investigate whether this behavior reflects a systemic business practice where Priceline avoids responsibility for agent or system errors, leaving the customer to bear the financial loss.
I continue to request a full refund for the unused reservation (Trip IDs: **********5-17 and **********5-17) due to Priceline's agent’s error.
Thank you again for your support in holding businesses accountable to fair and ethical standards.
Sincerely,
******* *********
****************************
###-###-####

Sincerely,

******* *********
Business Response
Date: 05/29/2025
Dear ******* *********,

We received your rejection.

Our records indicate that we have already addressed your concern regarding your hotel reservations 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.

Thank you for your time.

Sincerely,

Executive Offices
Customer Answer
Date: 06/03/2025

Complaint: ********

I am rejecting this response because:
Dear Executive Offices,
Thank you for your response.
Unfortunately, I must reiterate that my concern has not been properly addressed. The issue at hand is not a matter of dissatisfaction with the hotel itself, but rather the booking error made by your agent, which I identified and reported immediately while still on the phone.
To clarify again:
I requested a hotel near ****** **** **************** ******* ***** with shuttle service and breakfast.
The agent booked ** ****** *** * ****** ******* ****** ********, which is nowhere near the airport.
I informed the agent of the mistake in real time, and he acknowledged the error, stating I would be transferred to resolve it. That resolution never occurred.
A new booking was eventually made that matched my original request, confirming the initial reservation was in error.
Given that the error originated on your end and I acted in good faith to correct it immediately, I respectfully ask that Priceline reconsiders issuing a refund for the original mistaken reservation.
Thank you for your time and attention. I remain hopeful for a fair resolution.
Sincerely,
******* *********

Sincerely,

Customer Answer
Date: 06/03/2025
**** *** **********
Thank you for your response and for documenting my position in the complaint regarding Priceline.com (Complaint ID #********).

While I acknowledge that the business has submitted its final response, I respectfully maintain my disagreement with the outcome. My core concern was not about the hotel itself, but rather the booking error made by a Priceline agent, which I reported immediately during the call, and which was never resolved at that moment. I trusted the agent’s promise to transfer me for a correction, but that assistance never came.

Although I appreciate the opportunity to have my experience recorded, I still believe that this situation could have been handled more fairly. I hope my case can serve as a reference for future improvements in Priceline’s customer service and accountability.
Thank you again for your time and for assisting in this matter.

Sincerely,
******* *********
Initial Complaint
Date:05/02/2025
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 trip is for our military son's graduation. The dates changed after we booked it. We specifically paid for trip protection in the event we had to change flight or cancel. We also booked well in advance. When we had to change dates, they refused to let us, refund us, or credit us anything.
Business Response
Date: 05/13/2025
Dear ****** ******,

Thank you for reaching out regarding your ****** ******** tickets associated with Trip Number ********516. We are writing in response to your recent Better Business Bureau complaint and have carefully reviewed the circumstances outlined in your request.

We understand that you are seeking either to change your current itinerary or obtain a refund. Our records indicate that ****** ******** modified the outbound date of your round-trip ticket and subsequently reissued that portion of your itinerary. As a result of this reissuance, we no longer have access to the outbound segment of your trip. However, please note that your return flight remains unchanged.

We appreciate your time and the opportunity to address your concerns.

Sincerely,
Executive Offices
Initial Complaint
Date:05/01/2025
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 February 13,2025 i reserved a rental car for a trip to *******. I planned to use my own auto insurance. When I arrived at the renal company they said my liability limit was not high enough. This is something priceline never disclosed to me. I called my insurance company & had them raise the limit but the rental company said their computer would not update for 24 hours. I canceled the rental and booked elsewhere. The rental company said i would have to contact priceline for the refund as they don't get paid until the car leaves their lot. I contacted priceline and they refuse to refund my money saying I need to get it from the rental company.
Business Response
Date: 05/11/2025
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 reservation due to insurance concerns at pick-up. 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
- 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: 05/20/2025
My legal name is ******** **********, which I used when I made the reservation. I am the one who made the reservation. my email address is *************************. This is the email address I used when I made the reservation. Why has the case been closed? why are you letting this company get away with this? Do I have to go to the news with this to get it resolved? I never took the car, I wasnt able to because they told me at the rental place that my insurance was not adequate. Priceline never said anything to me about my insurance. they can't charge me for something I was not able to use because of information they failed to give me. I need results...are you going to get them for me or do I need to go to the news?
Business Response
Date: 06/01/2025
Dear ***** **********,

Thank you for your response.

On April 06, 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. Due to this, we could not take any action on this matter. However, if the bank closed its investigation in Priceline's favor, please attach the dispute result to your BBB complaint so we can further review your case.

We look forward to your response.

Sincerely,

Executive Offices
Customer Answer
Date: 06/10/2025
HI,
PLEASE STOP CLOSING MY CLAIM. I AM RECEIVING YOUR COORESPONDENCE BY U.S. MAIL WHICH TAKES A LONG TIME FOR ME TO RECEIVE AND THEN I NEED TIME TO RESPOND. JUST YESTERDAY JUNE 9TH I RECEIVED YOUR LETTER SHOWING THAT PRICELINE WANTS TO SEE THE OUTCOME OF THE BANKS INVESTIGATION. I REACHED OUT TO THE BANK TODAY TO GET THAT IN WRITING SO THAT I CAN SEND IT TO YOU AND THEY SAID THE ONLY WAY THEY CAN SEND IT IS BY U.S. MAIL SO I LOGGED ON TO TELL YOU THIS AND INFORM YOU THAT I SHOULD HAVE IT IN A FEW DAYS AND WILL FORWARD IT TO YOU AND AGAIN I SEE YOU SENT ME A MESSAGE YESTERDAY THAT YOUR CLOSING THE CLAIM. PLEASE BE PATIENT AND FOLLOW THROUGH. I REALIZE THAT I MAY END UP HAVING TO GO TO THE I TEAM TO HAVE THIS INVESTIGATED AND PUT ON THE NEWS SO OTHERS DON'T HAVE TO GO THROUGH THIS AND I WOULD HATE TO HAVE TO TELL THEM THAT YOU WERE VERY UNHELPFUL IN RESOLVING THIS ISSUE. THANK YOU IN ADVANCE FOR YOUR PATIENCE AND DILLAGENCE. I WILL SEND THE INFORMATION FROM THE BANK AS SOON AS IT COMES IN THE MAIL.
Initial Complaint
Date:05/01/2025
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.
Charge was not authorized, never entered passenger information was looking online at flights for my son . Have contacted numerous times no response
Business Response
Date: 05/12/2025
Dear ***** ******,

Thank you for contacting us regarding your ******** ******** ticket associated with Trip Number ********518. We are responding to your Better Business Bureau complaint and have carefully reviewed the details of your request.

We understand you are seeking a refund for your son’s ticket. According to our records, the reservation was made on Friday, April 18, 2025, at 5:09 PM, and the confirmation email and receipt were sent to the registered email address: ***********************. At the time of booking, it was clearly stated that the ticket was non-refundable and non-changeable.

As a courtesy, we reached out to ******** ******** on your behalf to request an exception. However, they have declined to authorize a refund. As the airline's policy is binding, we are regrettably unable to process a refund on our end.

We appreciate your understanding and thank you for your patience.

Sincerely,
Executive Offices
Initial Complaint
Date:05/01/2025
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.
I booked a flight and car rental with Priceline and the pick-up time populated; I didn't enter it. When I called the car rental at 7:08 pm for airport pick-up, the recording said they closed at 7:00 pm.
The next day I call Priceline ###-###-#### and explained what happened. I asked Priceline why it was a listed option when pick up time was 7:00 and they close at 7:00 pm. I fully expected the car rental to be open 24 hours, and never would have thought they'd be closed at 7:00. Had I known, I would have chosen a different rental company. I asked for refund of the car rental since I had to reserve a 2nd car. with Priceline They said they could not refund me until they confirmed that the car was not picked up. They would review 5 days after when I would have returned the car. I called their customer service again on 4/1 because I had received no updates. I spoke w/Christine at Priceline and she said that she'd issue me a refund for $21 for my car rental. I asked why I was only receiving a $21 refund when I had to pay $236 to book another car. I found it unrealistic that it was $21 for 4 day car rental. I escalated my case to a supervisor who also said that it was the most they could refund me. I felt that was inadequate and was told to forward my receipt to Priceline, which I did. I initially requested a full refund of the 2nd car booking, but decided that if I was refunded $100 I would consider it matter closed. In addition to the email string I attached, I talked with Priceline at least 3 different times. When using their voice prompts, I stated "vacation package", but it would say it didn't understand what I said each time so I said "car rental" and then when I talked with rep they said that they couldn't help me because I booked the rental as part of a vacation package. I had to go through this each time I called. I told the rep what was happening. I feel like Priceline purposely made it difficult for customers to reach the correct party for resolution.
Business Response
Date: 05/08/2025
Dear *** ***,

Thank you for contacting us regarding the rental car portion of your trip reservation for Request Number ********517.

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

We understand that the counter was closed. While we strive to fulfill every reservation, we can only guarantee your booking for the scheduled pickup date and time. Since we confirmed that the car was not picked up, we canceled your reservation for a full refund of 21 USD, the same amount we charged you for the rental car portion. Regrettably, we are unable to issue an additional refund.

Thank you for your time.

Sincerely,

Executive Offices
Customer Answer
Date: 05/19/2025
***** *** *** *******************
***** ******* *** *** **** **** **
*** ********** ***********************
******** *** *** **** * *** ******* **** *** ******* *********** ********* ********* *********

******

Yes, they refunded me $21, which is inadequate because it’s unreasonable that a 4 day car rental would only equate to $21 total. This whole mishap is a result of how their website is designed. The car rental company should have never been made an option for 7:00 pm pick up since they close at 7:00 pm. Isn’t there more that can be done?

Thank you,

*** ***
Business Response
Date: 05/30/2025
Dear *** ***,

We received your rejection.

Your package included both airline tickets and a rental car. Please note that the charge for the rental car was only 21USD. The remaining portion of the total charge was for the airline tickets. Unfortunately, based on the terms of your booking and the breakdown of charges, we are unable to issue an additional refund beyond what you have already received.

Thank you for your time.

Sincerely,

Executive Offices
Customer Answer
Date: 05/30/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and while I’m dissatisfied with the refund amount, it appears nothing more will be done by Priceline. I still think that the stated amount of $21 for the full cost of a car rental for 4 days seems unbelievable, but I have no option except to consider the matter closed.

Sincerely,

*** ***
Initial Complaint
Date:05/01/2025
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.
I booked hotel on Priceline 12/29/2024 for May 5-14,2025
Priceline trip #: **********5-17
*** ***** *******
May 5 – May 14
Confirmation #: ***********
I paid $1054.62
The day after I booked the hotel, on 12/30/24, I was given a refund of $14.13 to match price of the hotel.
On April 21, 2025 I cancelled the hotel for a full refund without penalty, promised a refund within a week.
I have not been given the refund after many phone calls, talks with managers who promised to get the refund. Online tracking is showing the $14 refund from the day I booked it, and Priceline refuses to refund $1040.49 it owes me. I spent hours waiting and talking on the phone, they pretend not to understand, then promise to fix this refund “escalate” to the accounting, yet have not even sent me a confirmation that money will be refunded, the provided link has $14 refund already completed and no mention of $1040 I am owed. This refund tracking is becoming a full time job. I am reluctant to use Priceline again even though I’m their repeat customer.
Business Response
Date: 05/07/2025
Dear ***** ********,

Thank you for contacting us regarding your hotel reservation at the *** ***** ******* Airport for Request Number ********517.

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

We understand your concern about the refund related to your reservation. Our records show that the refund we previously processed did not go through successfully. As a result, we resubmitted it on May 6, 2025. Typically, our system processes refunds within one business day. We recommend that you contact your bank directly to inquire about their processing times.

We apologize for the inconvenience and hope you find this information helpful.

Sincerely,

Executive Offices
Customer Answer
Date: 05/08/2025

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:04/30/2025
Type:Sales and Advertising 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 room at the *** ******* ********** on Saturday 4/26/25 until 4/28/25. The room was advertised to have a full kitchen, which was the leading reason I selected it aside from the price/value. When I got there to check in, I was given a standard room. I immediately went downstairs to inquire about the room type. Was told that the hotel has absolutely zero rooms with kitchens or kitchenettes. I showed the front desk person the room description on Priceline and she laughed and said they lied. I attempted to call and speak to someone at Priceline 3x this wknd while on site at the hotel as the rate was nonrefundable. I spoke with foreign customer service agents each time and despite asking for English as a 1st language speakers and for escalation, I received absolutely no help with this situation. Was told I’d need to email, but never provided the address to send to as a lot was lost in translation, apparently.
Business Response
Date: 05/07/2025
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 how important it is to have the accommodation you expected, and we regret that we could not meet that expectation. Our system confirmed your reservation based on the availability provided by the hotel at the time of booking, and unfortunately, we were not aware that the room type you requested was unavailable. We have contacted the hotel to confirm that you did use the reservation. We contacted the hotel and confirmed that you used the reservation. Since we value your business, we refunded 20% of the reservation cost for 47.39 USD. Our system processes refunds within one business day. 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:04/30/2025
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.
Re; Priceline Trip # **********5-16

Months ago, I purchased a roundtrip flight from Priceline that included the first checked bag fee already paid for. Prior to my departure I contacted Priceline due to some issues with my outbound flight, and a representative stated that if I incurred any additional baggage fees, that I could submit proof for a refund.

When I was starting my trip at the airport in ******* **, ***** ******** stated that I needed to pay a checked baggage fee, but I showed them that it was already paid for, and they stated that it was a glitch, and honored the already paid bag fee.
However, upon my return, the *** *****/***** agent stated that she could not see anything paid and that I would have to address it with *****, and charged me to check my one bag.

I called ***** and they stated that the problem is with *****, and they have had me like this back and forth, so I submitted all the proof to Priceline to assist with a refund for the extra fee I had to pay. This was some time back in January. To date, over four months since my initial contact, I have submitted all the proof they required, to which they agreed that a refund needs to be made as I had to pay for something that I already had paid for.
I have many several phone calls and their representatives always stated that "it's being escalated and that I should be hearing within a few hours to a day. It's never so. Every few weeks I call again, and I am told the same story.
Just talked to another representative and, once again, she stated that it is being escalated and that they are waiting from the refund department and that she will call me within a day (the same story as every other representative).
I do not understand how a simple refund to which I submitted all the proof to show that I am owed us$60 is taking several months to address.
Business Response
Date: 05/11/2025
Dear ******** *****,

Thank you for contacting us regarding your ***** *** ***** ticket under Trip Number ********516. We are writing in response to your Better Business Bureau complaint and have thoroughly reviewed your concerns.

We understand your frustration regarding the delay in your refund, and we sincerely apologize for the inconvenience. Please be advised that a refund of $60.00 has been processed today, May 11, 2025. While we process refunds within one business day, the exact timing of the credit appearing in your account will depend on your bank’s processing schedule.

We appreciate your patience, and thank you for your understanding.

Sincerely,
Executive Offices

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