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

  800 Connecticut Ave Ste 3W01 Norwalk, CT 06854-1628

  
• 

  Priceline.com LLC

  5 High Ridge Park Stamford, CT 06905

  
• 

  Priceline.com LLC

  800 Connecticut Avenue Norwalk, CT 06854

  
• 

  Priceline.com LLC

  800 Connecticut Ave Ste 3W01 Norwalk, CT 06854-1628

  

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:04/30/2025

  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.

  Dear Sir/Madame,
  
  My name is ******** ****** ******, and I am reaching out to respectfully request your assistance regarding a very unfortunate experience I recently had with a flight booking made via Priceline.
  
  I had used the "Express Deal" feature under the clear condition that my flight would depart after 8:00 PM (Please see the screenshot below). However, I was booked on a 7:00 PM flight instead, which caused me to miss the flight entirely. This was not due to any error on my part but rather a mismatch between the advertised terms and the actual booking.
  
  Upon realizing the issue at the airport, I immediately sought assistance from both *** ****** and Priceline’s customer support. Unfortunately, after over two hours of calls and significant distress, I was rebooked on a 5:45 AM flight, with no overnight accommodation offered. I made it clear during these interactions that I am 2.5 months pregnant and was in urgent need of rest and safe lodging, but my concerns were not adequately addressed.
  
  This experience was extremely exhausting and disappointing. Given the circumstances, I am respectfully requesting:
  
  A full refund for the original booking - Trip Number ********518 -
  
  Reimbursement for the out-of-pocket expenses I incurred as a result - I spent one night at ******** and paid for **** as well - I will provide receipt upon request.
  
  For your reference, I have attached all the necessary documents and screenshots supporting my case.
  
  I would be very grateful for your prompt attention to this matter, and I appreciate your time and understanding. I am confident that with your support, we can resolve this issue fairly.
  
  Thank you in advance for your consideration, and I look forward to hearing from you.
  
  Sincerely,
  ****** ******
  Confirmation Number: ******
  ************

  

  Business Response

  Date: 05/11/2025

  Dear ******** ****** ******,
  
  Thank you for contacting us regarding your *** ****** ticket associated with Trip Number ********518. We are writing in response to your Better Business Bureau complaint and have carefully reviewed the details of your request.
  
  First and foremost, congratulations on your pregnancy.
  
  We understand your concern regarding the flight departure time and your expectation for a flight departing after 8:00 PM. According to our records, your reservation was made through our ExpressDeal option, which clearly states that the exact itinerary details are revealed only after the booking is completed.
  
  While we acknowledge the attachment you provided showing a preference for departures after 8:00 PM, our system shows that the Checkout Page presented to you at the time of booking indicated a potential departure window between 3:00 PM and 11:00 PM. This information was available before you confirmed your purchase by clicking "Complete Booking." We have sent you a copy to your registered email for reference.
  
  As the flight you received falls within the disclosed departure window, we are unable to honor your request for a refund or reimbursement.
  
  We appreciate your understanding and thank you for your patience.
  
  
  Sincerely,
  Executive Offices

• Initial Complaint

  Date:04/29/2025

  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.

  I purchased a vacation package that included Airline/Horel/Rental Car through Priceline and l went to my room at the *** **** *** ***** ********, ********** ***** and it was the nastiest place l have ever encountered it had roaches, and the room smelled of dogs, the furniture had holes and stain, I ask to be refunded for the hotel only and they refused to refund even when l told them l would have to sleep in my rental car because l prepaid everything in full and only had $200 to buy food and gas, they said so sad to bad "NO REFUNDS" and currently l am unable to get another room and will have to sleep in my Rental car which is a nightmare.

  

  Business Response

  Date: 05/06/2025

  Dear **** ****,
  
  Thank you for contacting us regarding the hotel portion of your vacation package reservation for Request Number ********518.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that you were dissatisfied with your hotel accommodations. Please know that we take complaints seriously and address them directly with our hotel partners to prevent future occurrences. We contacted the property and confirmed with the manager that you used the entire reservation. We tried to request an exception or a refund; however, we did not receive approval. As a result, the 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 4, 2025, at 7:22 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:04/29/2025

  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 hotel through priceline. I got very sick and needed to leave early. I spoke both with priceline and hotel. PRiceline said as long as hotel ok (originally the reservation said no cancellations) they would refund me. As you can see email exchange they have given refund to priceline but priceline has not given me refund. They keep saying the hotel said no. The hotel even refunded money to their credit card. I have uploaded the proof they sent me. PRiceline is fraudulently not giving me a refund.

  

  Business Response

  Date: 05/06/2025

  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 checked out early on your reservation. On April 12, 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

  Customer Answer

  Date: 05/07/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  the problem is not ********.  They have refunded ************   Booking.com has not refunded me.  Priceline blames booking.com even there owned by same company.  This complete fraud.  I attached previousely a cc statement from ******** showing they refunded ************  I have not been refunded. 

  
  
  Sincerely,
  
  
  
  ******* ********

  

  Business Response

  Date: 05/14/2025

  Dear ******* ********,
  
  We received your rejection.

  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 Offices

• Initial Complaint

  Date:04/29/2025

  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 hotel room for 4/26/27-4/27/25 with priceline and canceled room 7 minutes later. the email conformation was booked on 4/23/25 which stated it was nonrefundable AFTER 4/23/25 @ 3:44 PM AND I canceled at 2:53 pm per my email. And they still charged me $106.66

  

  Business Response

  Date: 05/08/2025

  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 you requested a refund for your reservation, which you canceled right after booking. Upon review, our records show that *********** 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

  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:04/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 27, 2025 I booked and fully prepaid a hotel room through Priceline for ******* *** *** *************** (a ****** ****** ********) for my son who was stranded in *** *****. Nowhere on the booking page was it made clear that the guest would be required to present a physical credit card at check-in. (On the attached receipt it discloses that requirement but i did not get that until after I had paid for the booking). After booking, I immediately called the hotel to confirm the reservation, and the staff stated they would refuse check-in without a physical card — despite my offer to immediately complete a credit card authorization form and provide my ID and payment details. There were unwilling to make any accommodations whatsoever to allow him to stay in the room that had been full paid.
  
  Service was denied, leaving my son stranded without accommodations. I contacted Priceline immediately; they confirmed the hotel was contacted but refused to authorize a refund. Despite my good-faith efforts to resolve the situation, I have been denied a refund for services not rendered.
  
  This experience involved unclear booking disclosures, refusal to accept reasonable alternatives, and a failure to deliver a service that was fully paid for.
  
  Resolution Requested:
  I am requesting a full refund of the amount paid, as no service was provided. If a refund is not issued promptly, I am prepared to escalate the matter further.

  

  Business Response

  Date: 05/11/2025

  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 a refund for your reservation after the property refused to accommodate the guest because he had no credit card for incidentals. During the booking process, we stipulated in the Booking Conditions that the hotel will require a valid Photo ID and Credit Card at check-in for incidentals, hotel-imposed fees that could be mandatory (e.g., resort fees) or optional (parking, minibar, etc.), and deposits. We also indicated in the Contract that this special discounted rate is non-refundable. On May 07, 2025, we called the hotel for an exception but did not obtain approval from the front desk to process a refund.
  
  Furthermore, on May 07, 2025, we received a notification that the customer disputed this transaction with his credit card company. 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.
  
  Regrettably, your reservation remains non-refundable. Please get in touch with your bank for the outcome of the dispute.
  
  We sent you a copy of your Contract for your review.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 05/13/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the business claimed that at the time of booking I was informed that a photo ID and credit card would be required for check in.  On the booking page it clearly stated that a photo id would be required to check in but there was nothing on that page indicating that a credit card was required at check in.  When I later attempted to resolve the situation, the representative at Priceline informed me that by clicking on a link on the booking page I would be taken to a page in which it indicated that a credit card was required.  Why include information directly on the booking page stating a photo ID was required but not mention the need for a credit card?  This is clearly a deceptive business practice.  I do not dispute that there is a way for a customer to obtain this information by following a small link on the page but what I am arguing is that this is deceptive business practice.  Had the requirement for a credit card been listed adjacent to the requirement for a photo ID, which was clearly displayed on the booking page, I would not have made the transaction.  Why would that requirement be omitted if not to deceive the customer into erroneously thinking it wasn't needed to entice the customer to complete a transaction that they otherwise would not complete?  Again, my complaint is related to deceitful business practice which was, and continues to be clearly used by Priceline.
  
  
  
  Sincerely,
  
  
  
  **** *****

  

  Business Response

  Date: 05/26/2025

  Dear **** *****,
  
  We received your rejection.
  
  We stipulated in the Booking Conditions, third bullet point, of your Contract/Check-out Page that the hotel will require a valid Photo ID and Credit Card at check-in. On May 07, 2025, we called the hotel for an exception but did not obtain approval from the front desk to process a refund. Regrettably, your reservation remains non-refundable. We sent you a copy of your Contract for your review.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:04/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a booking with Priceline. They charged me the rate plus fees and purchased a room from the block belonging to ***********.
  *********** also made a reservation for the room along with Priceline. So I was double booked for 2 rooms 30 seconds apart with 2 different sites. When I checked in, the hotel used the room attached to my credit card to check me in which was the *********** reservation. It was a lower rate than my Priceline by $7. I noticed at checkout I had been charged 2 different amounts for the room. The hotel explained what happened with Priceline paying for another sites block of rooms and I agreed to pay the higher price and they agreed to the refund. When the refund was then refused by *********** because i had checked in, I called Priceline and they reused to refund or discuss the issue. They called the hotel and said because the room was available for me I wasn’t getting a refund and denied using ***********’s block of rooms. However the hotel admitted the double booking and how it happened and agreed to and told Priceline the issue. But Priceline spoke to the hotel and purposely told them they did not want to and would not discuss the other room booking.

  

  Business Response

  Date: 05/06/2025

  Dear ******** ********,
  
  Thank you for contacting us regarding your hotel reservation at the ** ****** *** * ****** ** ******* ********** Research Park for Request Number ********518.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that you requested to cancel the reservation. We reviewed the information in our system and verified that you only have one reservation booked through us. We have no information regarding your *********** reservation. According to Mani (Hotel's Front Desk Agent), you used the reservation booked through Priceline. He even confirmed that the payment for the room and tax was billed to the merchant card we provided.  As a result, we regret to inform you that the charge remains non-refundable.
  
  We appreciate your business. Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:04/28/2025

  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.

  Trip number: ********516
  I booked a hotel for 3 nights totaling $241.80 @redroof I got there checked in and was placed in room 232 me and my husband got all our bags in the room and was relaxing and then out of nowheres an alarm started going off it was very loud obnoxious i went to the hotel lobby and told them about it she stated if it continued they would move my room. Sure enough it continued they moved me to 122 the room was much better the hotel said they were gonna refund my first night. I spoke to priceline and everything was in order and the hotel also approved the refund of one night. I was supposed to get a confirmation email but never did i checked there refund status site and it said that there was no refund record so i called priceline back. I have now called priceline 5 times and the response is always they escalated it to a higher department whom will het back to me in 3 to 5 days. Noone has gotten back to me not thru email or phone. I dont understand why the hotel refunded the money to you guys why yall just cant refund it back to me. Im tired of calling and getting no answers. At this point where is any type of compensation for the complete headache youve caused???? Can i please get my refund

  

  Business Response

  Date: 05/11/2025

  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 you have not received your refund for the first night, as offered by the property, due to the alarm malfunction during your stay. Our records show we successfully refunded $83.39 for the first night on April 28, 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, and we apologize for the delay in receiving your refund.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:04/28/2025

  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.

  My original trip had to be canceled because where we were flying into was having a hurricane, so Priceline had given us a voucher which I have proof in an email and now that I have gone to reuse my voucher within the amount of time before it expires, they’re telling me I am unable to use it without giving me a valid explanation on why.

  

  Business Response

  Date: 05/06/2025

  Dear ******* ***********,
  
  Thank you for contacting us regarding your ******** ******** ticket under Trip Number ********518. We are currently reviewing the details outlined in your Better Business Bureau complaint.
  
  Our records indicate that you have already been in touch with our Travel Specialists, and a refund in the amount of 9,587.92 USD was processed to your PayPal account on May 5, 2025.
  
  We appreciate your attention to this matter.
  
  
  Sincerely,
  Executive Offices

  

  Business Response

  Date: 05/06/2025

  Dear ******* ***********,
  
  Thank you for contacting us regarding your ******** ******** ticket under Trip Number ********518. We are currently reviewing the details outlined in your Better Business Bureau complaint.
  
  Our records indicate that you have already been in touch with our Travel Specialists, and a refund in the amount of 9,587.92 USD was processed to your ****** account on May 5, 2025.
  
  We appreciate your attention to this matter.
  
  
  Sincerely,
  Executive Offices

• Initial Complaint

  Date:04/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 18, 2025, I booked 1 night hotel room at Priceline.com for the ******** **** ***** located at **** ******* ******** *********** *** The Front Desk clerk Julia check me into room *** but it was infested with roaches. The male night attendant stated the hotel was full so he couldn't move me to a different room. The attendant promised to have the room charge refunded to my card. The General Manager Eric at telephone number ###-###-#### approved the refund and stated the money was returned back Priceline. I have called Priceline mutual times to have the money returned to my bank with no success. The customer representatives keep stating no one is answer the front desk and they allegedly they cannot contact the accountant at Priceline to verify the refund. I am requesting the return immediately of the refund from ******** **** *****.

  

  Business Response

  Date: 05/02/2025

  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 disappointing it can be when accommodations do not meet expectations, and we sincerely apologize for the frustration you experienced. We contacted the property and arranged to cancel your reservation at no charge. Therefore, we have processed a full refund of 64.97 USD to the payment method you used for your reservation. Refunds are typically processed within one business day, and we encourage you to check with your bank regarding their posting time.
  
  We hope you find this information helpful.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:04/25/2025

  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.

  The Hotel is overbooked and I will be stranded when I arrive. I have been lied to by Priceline customer service, they have reassured me that their booking partner will book my reservation with the hotel and provide with a confirmation from this hotel. None of this has happened and are making it very difficult to be refunded for a room that is unavailable. I spoke to several people who work at the ******** ****** *****, the hotel I had paid for a booking, they all have informed me that I do not have a reservation with them and that they are fully booked for the dates that I have reserved with Priceline. I have called and spent hours these last 3 days speaking to customer service agents and supervisors at Priceline. There has been no resolution. They are now telling me that their booking partners need to confirm with the Hotel that no rooms are available so they can process a refund. This would take 5 minutes to call or to check the website for the hotel to confirm. They are unwilling to do the right thing and fully refund this booking.

  

  Business Response

  Date: 05/08/2025

  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 apologize for the inconvenience you are experiencing due to the lack of available rooms on your travel dates. We are currently working closely with our travel partner to find a solution. 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