Complaints

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

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• 

  Priceline.com LLC

  800 Connecticut Ave Norwalk, CT 06854-1631

  
• 

  Priceline.com LLC

  Norwalk, CT 06854

  
• 

  Priceline.com LLC

  800 Connnecticut Avenue Norwalk, CT 06854

  
• 

  Priceline.com LLC

  800 Connecticut Avenue Extended Norwalk, CT 06854

  
• 

  Priceline.com LLC

  800 Connecticut Ave. Norwalk, CT 06854

  

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

• Initial Complaint

  Date: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.

  I booked a hotel (******* ****** *** *******) through Priceline.com for a stay from March 1 through March 2. I booked a king corner suite, approximately an additional $60 per night as compared to a king suite. This particular room was booked as it had more square footage and we were planning on entertaining guest during our stay.
  
  When we arrived we went to our room and went to bed. The next morning I realized that we did not have a king corner suite, but rather a king suite. I went to the front desk and was told that it was an issue with Priceline and that the hotel had no responsibility.
  
  I contacted Priceline and informed them of the error (as well as other issues with the hotel no hot water, no acces to the hospital lounge area due to construction etc). After several phone calls, text messages, and emails (I can provide if needed) I was told that Priceline wouldn’t compensate me. I was told that while Priceline offers upgraded rooms at a hotel, they don’t guarantee them, even if they are paid in full like I did.
  
  I contacted the attorney generals office and Priceline contacted me again. This time they offered me a coupon of $15 off my next purchase. I reiterated that I wished to be compensated for the difference in price between the two rooms (about $120) and they refused.
  
  I went to my bank and did a stop payment on the transaction for fraud. Today my bank called me stating that it was disputed and Priceline would retain the money.
  
  I’m trying to find a solution to this issue. In my mind a fair solution is a refund of $120 (the price difference in the rooms) but this has been dragging on for months and I’ve been treated disrespectfully.

  

  Business Response

  Date: 05/01/2025

  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 your concern regarding the room type booked for your reservation. On April 2, 2025, we received a notification from your bank indicating that you disputed this transaction. This dispute initiated the chargeback process between your bank and Priceline, which means that all communication regarding this case must occur directly with your financial institution. If the bank concluded its investigation in Priceline's favor, please provide us with an email confirming this. We kindly ask you to attach it to your BBB complaint in either PDF or JPG format for our further review.
  We look forward to your response.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 05/02/2025

  ***** ****** ***** **************************
  
  ***** ******* *** ** **** **** **
  
  *** ********** ***********************
  
  ******** ********* ********

   

  I filed a complaint with your organization and received an email stating that you can’t/wont do anything because my bank had disputed the charges. As I stated in my original complaint, my bank has returned all the funds to the other party and has closed its investigation. Any action on your part is clear to proceed.

   

  Thank you for your help in resolving this issue.

   

  ****** ******
  
  **** **** ** ******

  

  Business Response

  Date: 05/09/2025

  Dear ****** ******,
  
  Thank you for your response.
  
  Our system has confirmed your reservation based on the available inventory provided by the hotel during the booking process. We have no information that the hotel does not honor the guaranteed room type. Furthermore, the hotel confirmed that you utilized the reservation.
  
  Since we value your business, we refunded 20% of the reservation cost for 93.39 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:04/25/2025

  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.

  On 11/27/2024 I reserved a hotel room using Priceline. They never contacted the hotel about the room and didn't make a reservation, but they kept the money I paid. I then had to pay the hotel on site for a room on a walk in basis. They initially lied to ******** bank, stating they had completed their service as completed as advertised when asked about a charge dispute. Since then, they have held onto the money I gave them for the reservation they never made. I have called numerous times about a refund, and they're stating they're having "system errors" preventing them from initiating a refund. I've had the complaint escalated on three separate occasions, which they state someone will call me back by X date, and they never do. They have held onto money that they took from me for a service that they never completed, and I want my money back plus 100% in interest for holding onto money that was not theirs to keep, for lying to ******** Bank about the nature of the charge, and wasting hours of my time on the phone. If they don't, the next step is a civil suit and I will expect an even higher amount in punitive damages

  

  Business Response

  Date: 05/02/2025

  Dear ******* ** *****,
  
  Thank you for contacting us regarding your hotel reservation at the ***** ****** ** ****** ************ **** ******* for Request Number ********516.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand your concern regarding the refund due to your reservation. Our records indicate that the refunds of 116.98 USD and 18.68 USD were resubmitted on April 29, 2025. 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

  Customer Answer

  Date: 05/10/2025

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

  I've been calling and sending written correspondence regarding this matter for months. You have repeatedly wasted my time telling me you'd call back within 72 hours to resolve the issue only to not do it and make me stsrt the process over again. You lied to ******** stating that you had fulfilled the terms of the of the purchase, when you hadn't ever sent the reservation to the hotel and never transferred any funds. You borrowed money from me without my permission, and waited 6 months before returning, while I incurred late fees and interest on the charge. You had repeatedly refused to refund the money until I made legal threats and spent hours in the phone re-explaining the situation to Priceline employees. I shouldnt have had to spend doezens of hours on the phone petitioning you to give me my money back for a service you never completed. You will pay me 100% of the money you borrowed, or I will continue to escalate this. 18 dollars doesn't even begin to compensate me for my time you wasted trying to get me to just drop it and pay a charge on my credit card for a product you never had any intention of delivering. 

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

  

  Business Response

  Date: 05/22/2025

  Dear ******* ** *****,
  
  We received your rejection.
  
  Our records indicate that the refund initially processed failed because you disputed the charge with your bank. After confirming the status of your dispute, we then resubmitted the refund and processed back to the same credit card used for the purchase.
  
  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 20, 2025, at 11:16 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 apologize for the inconvenience and thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:04/25/2025

  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.

  My family and I stayed at the ******* *** ****** ******* , ******* April 11th-13th which we booked through Priceline .
  
  The first hotel room was filthy
  The second room had a literal bedbug on the bed
  The third room was also filthy .
  Due to it being spring break all resorts in the area were booked which meant my family still had to stay at the ******* *** ****** *******.
  The manager , Melvin , sent me an email indicating I would receive a FULL refund and to contact the third party in which I booked , Priceline.
  
  I have reached out to Priceline countless times requesting and refund and also provided the email which the manager , Melvin , sent to me . Priceline has refused to refund my purchase and stated they’re waiting to hear back from their partner , ******* ****.
  
  Priceline unlawfully , shared my information with *********** and is now refusing to refund me.

  

  Business Response

  Date: 05/07/2025

  Dear ***** ******,
  
  Thank you for contacting us regarding your ******* *** ****** ******* ****** * ********* ** *** reservation for Trip Number ********518.
  
  We are writing in response to your Better Business complaint.
  
  We understand you received cancellation approval from the property manager due to bed bugs and quality concerns. Our records show we called the hotel on April 24, 2025, and spoke with the manager, Melvin, who confirmed the refund. Therefore, we canceled your reservation and refunded $481.50 on April 24, 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

• Initial Complaint

  Date:04/25/2025

  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 was trying to book a room through Priceline back in March. Mistakenly it was booked on a wrong date, as soon as I noticed that day I called Priceline to let them know that the date was wrong and I wouldn’t be able to go on that date after several phone calls to them and an additional phone call that said their system was down, they told me they needed to contact third party, to approve the cancellation. They never got back to me. The Hotel itself had no problem canceling for me, but Priceline still hasn’t refunded me, and I just called again and conveniently there system is down again. This is not how you build customer trust, and loyalty with consumers. I would not recommend Priceline to anybody, contact the Hotel directly they are much easier and safer to deal with, they are trying to give me the run around so I just lose the money that I paid for the room. It’s a shame that a large corporation is out to screw over their customers instead of working with them so they don’t get complaints like this, and the many others that are on here. Do business with companies that appreciate their customers and treat them fairly. I’m very unhappy with their customer service and the way they avoided helping me. Take your business elsewhere.

  

  Business Response

  Date: 05/07/2025

  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 to cancel your reservation due to the wrong dates. Our records show we only obtained approval from our partner to proceed with the cancellation on April 25, 2025. We canceled your reservation and refunded $105.80 on April 25, 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: 05/09/2025

  
  
  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:04/24/2025

  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 hotel reservation through priceline for March 22nd at ****** ***** ***** *******, the stay was a disaster and when we got to our room it was already occupied. We returned to the desk and were moved from a pool view to a truckstop view with prostitution and drug sales occuring outside our door. The bathroom door fell off on out bed, no soap or shampoo, broken curtains, etc. The hotel manager refunded our money, and stated contact priceline to retrieve it. A month later still no refund! Priceline states the hotel provided a refund but priceline used another 3rd party and until they get refunded from their partner they wont refund me. Priceline is responsible to make me whole regardless of their profits being protected as the merchant has already refunded the money.

  

  Business Response

  Date: 04/30/2025

  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 have contacted our travel partner and confirmed that they canceled your reservation at no charge. As a result, we have processed a full refund of 130.97 USD. Our system typically processes refunds within one business day, so you may wish to contact your bank directly to inquire about their processing times.
  
  We apologize for any inconvenience this may have caused and hope you find this information helpful.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 04/30/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the refund issued went to a credit card last 4 that does not belong to me. Im unsure who you refunded to. Please follow up to confirm the correct card.
  
  
  
  Sincerely,
  
  
  
  **** ********

  

  Business Response

  Date: 05/07/2025

  Dear **** ********,
  
  We received your rejection.
  
  Your refund has been processed to the same payment method used for the purchase. If you have any questions or concerns about the status of your credit, please feel free to reach out to your bank.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:04/24/2025

  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 trip through Priceline and later canceled it according to their refund policy. They said I would get a refund, but it has been over a week and I still have not received it. I checked the refund status online and also contacted customer service, but I keep receiving the same automatic response with no real help or update.
  
  I am requesting my full refund to be processed immediately. I paid for a service that I did not receive, and I should not have to wait this long without any support. This delay is very frustrating and disappointing. I would appreciate BBB’s help in resolving this issue quickly.
  
  My Priceline Trip Number is: **********5-16

  Customer Answer

  Date: 04/24/2025

  ***** ******** **** ****************************
  ***** ********* ***** *** **** **** **
  *** ********** ***********************
  ******** *** *** **** * *** ******* **** *** ******* *********** ********* ********* *********
  
   
  
  **** ********

   

  My issue has been resolved .

   

  Thank you,

  ********

• Initial Complaint

  Date:04/24/2025

  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 7th an international flight ticket was purchased with trip protection. 9 hours before the flight was to depart, an email was sent from the company saying that one of the flights had been cancelled and I was entitled to a refund. The email also said if you are happy with these changes you do not need to do anything. The cancellation caused a 15 hr travel difference so I cancelled the flight and filed a refund claim. Claim was denied because they said the change had been confirmed due to their system automatically accepting the changes if nothing was done.

  

  Business Response

  Date: 05/06/2025

  Dear ***** ********,
  
  Thank you for reaching out regarding your ******* ******* (**) ticket associated with Trip Number ********517. We are currently reviewing the concerns you raised in your Better Business Bureau complaint.
  
  We understand that your original flight was canceled and that you subsequently requested a refund. As the cancellation occurred on the same day as your scheduled departure, ******* ******* contacted you directly regarding rebooking options. You also reached out to us on April 18, 2025, to request a refund.
  
  To support your request, we contacted ******* ******* on your behalf. Initially, we were informed that a refund was no longer possible due to acceptance of the alternate flight options. However, a ** representative later advised submitting a refund request through their website, which we completed. ******* ******* will contact you directly with updates on the status of that request.
  
  As your payment was transmitted to ******* ******* at the time of booking, we are unable to issue a refund ourselves.
  
  We sincerely apologize for any inconvenience this may have caused and appreciate your patience and understanding as the matter is being reviewed by the airline.
  

  
  Sincerely,
  Executive Offices

• Initial Complaint

  Date:04/24/2025

  Type:Billing 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.

  Somebody fraudulently May reservations off my price on account I caught it in time contact the airlines canceled the reservation Priceline refused to cancel my reservation and continue to want to charge me even though I contacted my bank and show documents that these flights were canceled and yet they're still trying to steal my money please help thank you

  

  Business Response

  Date: 05/06/2025

  Dear ******* *******,
  
  Thank you for contacting us regarding your ***** *** ***** and ******** ******** tickets associated with Trip Number ********517. We are currently reviewing the concerns outlined in your Better Business Bureau complaint.
  
  We understand that you are requesting a refund based on the belief that the flight tickets had not been confirmed. However, our records show that the tickets were purchased on March 13, 2025, and that a confirmation email and receipt were sent to ************************ on the same day.
  
  Upon review of the fare rules and ticket restrictions, we can confirm that both tickets are non-refundable.
  
  Additionally, we have been notified by our payment processor of a dispute initiated through your bank. As the dispute is now under review by your financial institution, we recommend reaching out to them directly for further details and updates regarding its status.
  
  We appreciate your time and understanding.
  
  
  Sincerely,
  Executive Offices

  Customer Answer

  Date: 05/06/2025

  
  
  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:04/24/2025

  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 23, 2025, I attempted to reserve a rental vehicle through Priceline, with the pickup location listed as the ***** **** Airport. For the second time, they changed the pickup and drop-off location without notifying me of the change in the booking process. This change caused an inconvenience and extra cost in either getting to the changed location and attempting to switch the location or cancelling the reservation altogether. In my opinion, this is similar to the bait-and-switch scam.

  

  Business Response

  Date: 05/05/2025

  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 understand your concerns regarding the pick-up and drop-off location of your rental car booking. Upon review, we do not have records of you calling us regarding your issue. Kindly contact our Customer Service at *********** for assistance. Our representatives are available 24/7 to assist you.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:04/23/2025

  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 room at ******** ****** ***** using Priceline on 4/18/2025. The stay is for 6/7/25 (1 night). I called the hotel directly to confirm the room type for the reservation. The hotel informed me that they did not have a reservation under my name and that they are sold out of rooms on that date.
  
  I called Priceline customer service who notified me that their supplier will give the confirmation number for the room by 6/3/2024 (4 days prior to check in date). I requested to get the room confirmation sooner, so I can have peace of mind that the reservation is finalized. They informed me that their supplier uses another supplier and they will reach out to confirm the room and send me an email or a call within 24 hours.
  
  I did not receive any communication after 24 hours. I called back and after receiving no new information from a customer service representative , I asked to speak to supervisor. I requested a confirmation number with my name attached to it. If they are not able to give me a confirmation number with the hotel, I requested for a refund. After being on the phone for 54 minutes I was informed that I cannot get a refund until their supplier gets a response about the room from their supplier. They were not able to give me a time frame on when that response will happen.
  
  I requested to escalate the matter, and the supervisor forwarded it to their research team to try and get a resolution.
  
  It seems they may be selling rooms they do not have. If they have the rooms, they should be able to confirm the reservation with the hotel and not leave their customers without a confirmation until up to 4 days prior to the check in time. This way of doing business is unethical.

  

  Business Response

  Date: 05/05/2025

  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 the hotel could not locate your reservation. We have contacted our travel partner, and they informed us that the hotel confirmation number will be available on June 3, 2025. Regarding your cancellation request, please be advised that, according to our policy, it is non-refundable.
  
  We apologize for any inconvenience this may have caused and hope you find this information helpful.
  
  Sincerely,
  
  Executive Offices

  

  Business Response

  Date: 05/05/2025

  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 the hotel could not locate your reservation. We have contacted our travel partner, and they informed us that the hotel confirmation number will be available on June 3, 2025. Regarding your cancellation request, please be advised that, according to our policy, it is non-refundable.
  
  We apologize for any inconvenience this may have caused and hope you find this information helpful.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 05/06/2025

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

  It is unacceptable that Priceline cannot confirm the reservation until 4 days prior to the check in time. They are a hotel booking site. If the room is available, why are they not able to confirm the reservation now? They either have the room or they do not.  Asking their customers to wait 4 days prior to their check in date for a hotel confirmation, during peak season where the  accommodations may run out and leave their customers in a situation where travel plans may be compromised is unethical business practice. Again, the hotel informed me that they are fully booked during the date of my reservation. Meaning unless the rooms were already reserved ahead of time there are no reservations available. If their hotel booking partners did book the rooms ahead of time, why are they not able to confirm the booking? They mention that the booking is non refundable, but they have not showed that they completed their end of the transaction by showing evidence of a confirmed booking with the hotel. That is what I paid for and I have not received it. If they cannot guarantee the booking until four days prior to check in, the reservation should be fully refundable up to the time frame. Since Priceline has not completed their end of the contact, my request for refund should be valid.

  I look forward to your reply.

  
  
  
  Sincerely,

  
  ******-*** ******

  Customer Answer

  Date: 05/06/2025

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

  It is unacceptable that Priceline cannot confirm the reservation until 4 days prior to the check in time. They are a hotel booking site. If the room is available, why are they not able to confirm the reservation now? They either have the room or they do not.  Asking their customers to wait 4 days prior to their check in date for a hotel confirmation, during peak season where the  accommodations may run out and leave their customers in a situation where travel plans may be compromised is unethical business practice. Again, the hotel informed me that they are fully booked during the date of my reservation. Meaning unless the rooms were already reserved ahead of time there are no reservations available. If their hotel booking partners did book the rooms ahead of time, why are they not able to confirm the booking? They mention that the booking is non refundable, but they have not showed that they completed their end of the transaction by showing evidence of a confirmed booking with the hotel. That is what I paid for and I have not received it. If they cannot guarantee the booking until four days prior to check in, the reservation should be fully refundable up to the time frame. Since Priceline has not completed their end of the contact, my request for refund should be valid.

  I look forward to your reply.

  
  
  
  Sincerely,

  
  ******-*** ******

  

  Business Response

  Date: 05/09/2025

  Dear ******-*** ******,
  
  We received your rejection.
  
  Our travel partner has forwarded your reservation details to the hotel following our confirmation of your booking. There has been an issue that the hotel not showing it in their system, and our travel partner is working on it. You can expect to receive your confirmation number by June 3, 2025.
  
  Thank you for your patience.
  
  Sincerely,
  
  Executive Offices

  

  Business Response

  Date: 05/09/2025

  Dear ******-*** ******,
  
  We received your rejection.
  
  Our travel partner has forwarded your reservation details to the hotel following our confirmation of your booking. There has been an issue that the hotel not showing it in their system, and our travel partner is working on it. You can expect to receive your confirmation number by June 3, 2025.
  
  Thank you for your patience.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 05/12/2025

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

  The issue has not been resolved and I still do not have a confirmation number from the hotel. My original call to Priceline was made on April 22, 2025. They told me the same information then, and I’m getting the same information now. It’s been 3 weeks and it has not been resolved. The question is simple, is the room available. After 3 weeks on working on this issue, no answer, no progress, and refusal to give a refund for an unconfirmed reservation. 
  

  What I learned from this experience is that your business practices entail taking your customers money, not confirm their reservation until 4 days before check in,  during this time it is acceptable that your customers wait anxiously not knowing if their reservation will be confirmed and if their travel plans will be affected. You hold their money hostage not allowing them to make other travel plans that will result in a confirmed booking.  This has been my experience.
  

  Is this acceptable business practice for your company? 

  
  My request is the same. Fulfill your end of the bargain and get a confirmed reservation with the hotel NOW. If you are unable to meet your end of the contract, give my refund IMMEDIATELY.

  
  Sincerely,
  
  
  
  ******-*** ******

  Customer Answer

  Date: 05/12/2025

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

  The issue has not been resolved and I still do not have a confirmation number from the hotel. My original call to Priceline was made on April 22, 2025. They told me the same information then, and I’m getting the same information now. It’s been 3 weeks and it has not been resolved. The question is simple, is the room available. After 3 weeks on working on this issue, no answer, no progress, and refusal to give a refund for an unconfirmed reservation. 
  

  What I learned from this experience is that your business practices entail taking your customers money, not confirm their reservation until 4 days before check in,  during this time it is acceptable that your customers wait anxiously not knowing if their reservation will be confirmed and if their travel plans will be affected. You hold their money hostage not allowing them to make other travel plans that will result in a confirmed booking.  This has been my experience.
  

  Is this acceptable business practice for your company? 

  
  My request is the same. Fulfill your end of the bargain and get a confirmed reservation with the hotel NOW. If you are unable to meet your end of the contract, give my refund IMMEDIATELY.

  
  Sincerely,
  
  
  
  ******-*** ******

  

  Business Response

  Date: 05/22/2025

  Dear ******-*** ******,
  
  We received your rejection.
  
  Our records indicate that we have already addressed your concern regarding your hotel reservation booked at the ******** ****** *****.
  
  We understand that you are not satisfied with the resolution. We reviewed your issue again to confirm that we did not overlook anything that might support a more favorable resolution. There is nothing we can add to what has already been stated in our previous correspondence. You can expect to receive your confirmation number by June 3, 2025.
  
  Thank you for your patience.
  
  Sincerely,
  
  Executive Offices

  

  Business Response

  Date: 05/22/2025

  Dear ******-*** ******,
  
  We received your rejection.
  
  Our records indicate that we have already addressed your concern regarding your hotel reservation booked at the ******** ****** *****.
  
  We understand that you are not satisfied with the resolution. We reviewed your issue again to confirm that we did not overlook anything that might support a more favorable resolution. There is nothing we can add to what has already been stated in our previous correspondence. You can expect to receive your confirmation number by June 3, 2025.
  
  Thank you for your patience.
  
  Sincerely,
  
  Executive Offices