Complaints

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

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• 

  Priceline.com LLC

  800 Connecticut Ave Norwalk, CT 06854-1631

  
• 

  Priceline.com LLC

  Norwalk, CT 06854

  
• 

  Priceline.com LLC

  800 Connnecticut Avenue Norwalk, CT 06854

  
• 

  Priceline.com LLC

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

  
• 

  Priceline.com LLC

  5 High Ridge Park Stamford, CT 06905

  

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

• Initial Complaint

  Date: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.

  On April 12, I booked a reservation through Priceline for the **** *** in ******** **. The booking clearly stated that if I canceled before 12:00 AM local time, I would receive a full refund. Upon arriving, the hotel refused to accommodate me because I had a service animal. This is illegal and discriminatory, but more urgently, it made the stay impossible.
  
  I immediately contacted Priceline to cancel and request a refund. The representative confirmed the cancellation policy and agreed that I should be eligible for a refund, but said it had to be escalated to another team. Since then, I have contacted Priceline religiously every 2–3 days seeking updates, and each time I’m told either the case is still under review or that there’s no new information.
  
  Most recently, I was told that my case wasn’t even escalated until April 18—six full days after this began, which is unacceptable. I have received no email updates or follow-up communication whatsoever.
  
  This should have been a straightforward refund based on Priceline’s own stated terms. Instead, it’s turned into an exhausting cycle of delay and inaction. I am requesting the full refund I am clearly entitled to under the terms of my original booking.
  
  
  $128.97 is the amount I was charged

  

  Business Response

  Date: 05/06/2025

  Dear Jared Backovich,
  
  Thank you for contacting us regarding your reservation at the **** *** & Suites By Wyndham Spokane for Trip Number 78466898517.
  
  We are writing in response to your Better Business complaint.
  
  We understand you requested to cancel your reservation due to an issue checking in with your service animal. Our records show that you called us to cancel your accommodation within the cancellation window. However, we encountered an issue with the cancellation and had to process your refund manually. Nevertheless, we successfully refunded $128.97 on April 27, 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 inconvenience caused.
  
  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 did a purchase of a package for traveling thru priceline on 01/07/2025, for the amount of $1,529.77 the company promisses the best price on the market and says that there is no cancelation policy. after booking I found out that the hotel we were Booked for charge an extra fee of $50 daily wich would end up being more expensive than other better hotels at this location. Since the purchase and my finds I've tried to contact the company and finaly was able to contact them. With a lot of resistance I was able to cancel the hotel and get a new one. I was refunded 193 for the old hotel and paif $339 for the new one they only broke up their no canceling policy only because I was booking a more expensive hotel ( obviously). After that I went to do the process for the flights and we had to pay for seats, carry on and everything else. but nothing of this was described for priceline while I was setting the purchase, only after while one more time the promisse of the better price of the marke was broken. Since then I've been trying to reach their customer service and explain that I feel cheated by the website and I am not satisfied either with the customer service ( that barely existis) and the promisse of getting the best market price for a trip package wich I found out after booking with them it is a fantasy to defeat people a make them buying on their website. Decided to open the dispute once the company lies to its costumers and do not have a consistent customer service.
  I talked to the flight company ( jet blue and frontier) and they gave credit for the amout I paid directly to them ( not the 1529,77 paid to priceline) and they kindly gave me one part of what I paid for credit to travel.
  Now I would love to hear from BBB/priceline what they can do about the amount paid to priceline once they do not provide satisfatory customer service on proper time for help, no cancel or reschedulle a trip.

  

  Business Response

  Date: 05/06/2025

  Dear ****** ** *****,
  
  Thank you for contacting us regarding your Vacation Package associated with Trip Number ********518. We are currently reviewing the concerns outlined in your Better Business Bureau complaint.
  
  We regret to hear that you are dissatisfied with the pricing and terms of your package. Specifically, we understand your concerns regarding the $49.00 USD per night resort fee. Please note that this fee was clearly disclosed during the booking process, including on the checkout page and in your confirmation email.
  
  Regarding the hotel portion of your trip, our records indicate that a refund of $197.52 USD was issued, despite the reservation being non-refundable. As a courtesy, we reached out to the hotel directly to request an exception to their standard cancellation policy, and we were fortunate to receive their approval.
  
  With respect to your flights with ******* ******* and ******** ********, all applicable policies and fees—including those for checked and carry-on baggage as well as seat selection—were disclosed at the time of booking. Seats for these carriers are assigned at check-in, and optional pre-selection is available for an additional fee.
  
  All package details, including policies, fees, and terms, were presented before the final booking confirmation. As such, we must respectfully advise that no further refunds or compensation are due.
  
  We sincerely apologize for any inconvenience this situation may have caused and appreciate your patience and understanding.
  

  
  Sincerely,
  Executive Offices

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair 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 04/21/2023, I used Priceline.com to purchase an Express Deals hotel booking. I spent $293.46 for booking the hotel for 05/09/25-05/12/25. Before purchasing, I fully relied on the Priceline hotel statement: "Guaranteed to be one of these hotel brands: ******, ******, ****, *******, *****, ****************." Relying on this express guarantee and worried since I had never traveled to the ******* region, I decided to take a screen shot of the webpage before purchase just in case. I was concerned about safety in the larger ******* region and it was very important to me to stay at a hotel brand I first and foremost recognized, felt safe with, and could sleep in. Brand recognition was the first and primary reason I selected this particular booking.
  When I hit the purchase button, I was shocked and distressed to see the hotel listed was the "**** ***" -- an unrecognizable brand and completely differed from the written guarantee list. It did not say from the "family of brands owned by ..." or state that the hotel would be a "similar brand" as *********** does. I was very disappointed that Priceline would bait the consumer with an express guarantee and then and switch the hotel to a no-name hotel, where I had no assurance of brand recognition, safety, and comfort. As a business in the hospitality industry, I expected that Priceline would not falsely advertise its guarantees. Moreover, I would never have purchased this booking had Priceline clearly listed the "**** ***" on the list or created a vague loop-hole such as "guaranteed to be from the following family of brands" or "owned by the following family of brands." The representation made by Priceline did not match the booking they ultimately gave me despite their clear written guarantee. The average consumer would not expect to get a no-name hotel after reading this written guarantee. I contacted Priceline's consumer service department and they refused to assist or refund.

  

  Business Response

  Date: 05/06/2025

  Dear **** *********,
  
  Thank you for contacting us regarding your hotel reservation at the **** *** ** *** for Request Number ********518.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that you wanted a specific hotel brand for your reservation. On May 5, 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. However, if the bank closed its investigation in Priceline's favor, please provide us with an email confirming this. Kindly attach it to your BBB complaint in a PDF or JPG file for further review.
  
  We look forward to your response.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:04/22/2025

  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 booked a hotel -**** *** **********, ** through Priceline based on reviews and photos posted on their website (April 18 to April 22, 2025). Upon travelling all across from ******* to ********** to the hotel with my family, I was given a room that certainly did not match the photos on their website. Upon checking in the room at night on April 18, 2025- Friday) the room had spider webs, mold, broken faucets in bathroom, bedsheets and covers with holes in them, ripped carpet on floor, room stinking of moisture possibly mold, clogged bath tub, ceiling chipped hanging from corners, stains on doors, bed railings, walls, heating not working properly. I complained Priceline and moved out of the hotel next day and booked another hotel in ********** through Priceline (April 19 to April 22) as suggested by one of their employee as they assured to resolve the query on Monday (business day). When I contacted the customer service again on Monday, they could not contact Hotel’s manager and was asked to call on Tuesday. When I again called on Tuesday, I was asked to submit proofs of my claim. Upon submitting the proofs, Priceline denied refund saying “Hotel manager denied refund” and denied all concerns. If I have booked through Priceline, it’s their responsibility to provide me rooms that match their advertising on their website which certainly did not - It seems they do not respect or care for the customer’s paid money and rely only on what Hotel’s have to say. There is no room for customer satisfaction or concerns as no concerns are heard and being disregarded by simply saying multiple times that - “It’s our policy, we listen to your concerns, but Hotel manager denied refund so we can do nothing” - It’s simple not acceptable to put my family through this kind of living condition for 4 nights and I am simply asking refund for my booking.

  

  Business Response

  Date: 05/05/2025

  Dear **** *******,
  
  Thank you for contacting us regarding your hotel reservation at the **** *** ** ******* ********** for Request Number ********396.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that you were dissatisfied with your hotel accommodation. To prevent similar issues for future customers, we work directly with our hotel partners to address complaints. We reached out to the property 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 have sent a separate email containing a coupon for a 20% discount on a future Express Deal booking. Please note that you must use this coupon by August 3, 2025, at 1:30 PM EDT. The coupon code is valid for a single transaction, and any remaining value cannot be applied to another booking. The email includes instructions on how to redeem this coupon.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 05/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I do not need discounts on further bookings because that does not resolve the current issue that I have faced. If I booked through Priceline, they should be answering to my concerns and not what hotel manager has to say. If I wanted to book directly through hotel I could have done that bit I chose Priceline based one what they showed on their website, if they could not provide what they promised, I ask for refund from the them and not the hotel because I never booked the hotel directly. The goodwill gesture is appreciated but that does not solve the horrendous problem that I and my family had to go through in that dirtiest hotel room full of dirt, mold, bugs, spider webs and stained linen as well as the room. I request for a refund because I never stayed in the hotel for 4 days which my booking was actually for. I need the refund for the days I did not spend at the hotel because it was not in a livable condition. I simply ask for giving my money back for the service I have never used in those 3 days out of 4. Period. 

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

  

  Business Response

  Date: 05/12/2025

  Dear **** *******,
  
  We received your rejection.
  
  Please be aware that we have fully prepaid your hotel stay. Our ability to issue a refund depends on approval from the hotel. Despite our multiple attempts to reach the hotel, our request has been denied. Regrettably, the charge remains non-refundable.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:04/22/2025

  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 used Priceline to book a flight and rental car. My flight was delayed two times(2days in a row) due to weather in the city our layover was in. Both days I contacted the rental car company (*********) they said that was okay the car would be there but to talk to Priceline about the price or days as I was 2 days late arriving. When I arrived in ********* after being put up in a hotel by ****** airlines because of flight issues, they said they didn’t have a car for me and to contact Priceline as there was nothing they could because Priceline took the money not the car rental company. I contacted Priceline 3 times each time they said once they got confirmation I didn’t get the car I would be refunded. Here we are 3 weeks later and I’m told I AM responsible for the cost of the car I never used. I had to use more money out of pocket to rent a car from another company that night 3500 miles from home. I should not under no circumstances pay for a car for a week that I didn’t even get.
  That is theft and not acceptable.

  

  Business Response

  Date: 04/30/2025

  Dear ****** ***********,
  
  Thank you for contacting us regarding your rental car reservation with ******* for Trip Number ********397.
  
  We are writing in response to your Better Business complaint.
  
  We understand you requested a refund for your rental car due to a weather-related flight delay. Currently, we are in contact with ******* regarding the status of your reservation. 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: 05/02/2025

  I was told on March 28 2025 when the car wasn’t available that they were contacting ****** *** rentals and would process a refund when they had proof that I didn’t get the car. 
  I personally spoke with the manager of the car rental company and also shared the attached information with Priceline. I was in contact with the car rental place for 2 days keeping them updated on my flight status and late arrival where they said the car would be there. 
  it is quite unfair that the car would just be unavailable with no other immediate options to help me when on vacation and things were already paid for. 
  I do expect the full refund amount for the car. This is like buying a home, but not moving in on the exact date and so they take it back. It’s theft at its finest and not moral or ethical.

  ***********

   

  

  Business Response

  Date: 05/15/2025

  Dear ****** ***********,
  
  We apologize for the delay in resolving your issue.
  
  We received confirmation from our rental partner that your reservation was unused. Therefore, we refunded $294.83 to the original form of payment used to make the purchase. Our system will process your refund within one business day. You may contact your bank directly to inquire about their posting time.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:04/22/2025

  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 reserved a 3 night stay with an ocean view. Somehow Priceline changed my reservation to a resort view. I would like a discount on my stay.

  

  Business Response

  Date: 04/30/2025

  Dear ******* ******,
  
  Thank you for contacting us regarding your hotel reservation at *** *** ***** ****** for Request Number ********517.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand you did not receive the guaranteed room type for your reservation and how disappointing it can be when expectations aren’t met. After confirming with the hotel, we found that your reservation was indeed utilized. Since we value your business, we've issued a refund of 20% of your reservation cost, amounting to 68.54 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:04/22/2025

  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.

  Had a vacation planned for four nights. Booked package through Priceline. Had connecting flight on Easter Sunday to go through ** then the **. The plane was diverted to ******* where we sat for two hours. Then as they put too much fuel in, we had to circle around ** for an additional 1.5 hours. A 2.5 hr flight turned into 7 hours. We missed our connecting flight to **. While sitting on the plane I contacted Priceline immediately to advise the hotel we would not make the trip and needed to cancel the hotel and car rental. Priceline advised me they would contact *** ****** I my behalf for a refund. I then had to book an additional room and car in Illinois as our ** vacation turned into a *********** vacation which was not thrilling but with limited time and flying from ** to ** on Thursday to bring a family member back, we decided to stay in **. Priceline emailed that *** ****** will not issue a refund. I can appreciate a refund policy, however, it is not as if I canceled on a whim and didn’t want to utilize the hotel and car rental This ordeal has been exhausting and frustrating to say the least, not being out over $3500 just adds to the irritation. *** ****** hotel stated they accommodated my request but Priceline says otherwise. Getting the run around from Priceline who states I have to contact the vendors and they are saying they can not do anything as it was booked through Priceline. I was a member for years with Priceline and this has caused me to now start using *******. I even booked the ** hotel through Priceline. I would have not continued a business relationship with them had I known they were not refunding the $2287.56 from this trip. There is also $669.64 from trip ********518 from ******** ******** to fly from ** to ** that we will no longer need

  

  Business Response

  Date: 05/05/2025

  Dear ******* *********,
  
  Thank you for reaching out regarding your vacation package with Trip Number ********518. We are writing in response to the complaint you submitted to the Better Business Bureau.
  
  Our records indicate that you have already been in contact with our Executive Care Team. We would like to inform you that our Accounting Department is currently processing a refund check in the amount of $249.42. Please note that it may take up to 15 business days for the check to be issued and delivered.
  
  Should you have any further questions or require additional assistance, you are welcome to reconnect with our Executive Care Specialists at your convenience.
  
  We appreciate your time and thank you for your patience.
  
  
  Sincerely,
  Executive Offices
  
  

  Customer Answer

  Date: 05/06/2025

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

    in addition to this being a very stressful, ruined vacation, the last thing I wanted to do was to continue on for over two weeks trying to remedy this and being made whole. Being a “valued “ Priceline client, I would be able to rely on them for a quick resolve as ******* has done in the past. Instead, after numerous calls and emails to no avail. Getting a response was a challenge and being told I had to contact the airline, hotel myself which I did only to be told I need to address with Priceline. After days of run around, I had to email the CEO for the executive team to reply. After a week, I got refunds for the initial flight, rentals & hotel.  Still out the return flight money and being told I have to deal with them directly. As a business who claims to value clients, I can’t fathom treating anyone this way. I even re-booked a hotel and car with them when the original vacation was ruined as a show of good faith as I believed they would make this painless and rectify the situation.  While I understand the flight being diverted and airline error caused made this worse, as the broker, would get these refunds on my behalf but that was not at all the case. I should not have had to go through this many correspondences and be sent in the wrong direction.  I immediately contacted Priceline while stuck on the near 8 hour flight that was supposed to be three. The lack of support and willingness to retain a client shows me that I am not valued but also no longer willing to be a member due to the hassle and still being owed near $800 to be made whole.  They clearly could care less. I will be closing my Priceline account and be sure that any family, friends or colleagues that are about to travel will know to stay clear of Priceline.  
  
  
  
  Sincerely,
  
  
  
  ******* *********

  

  Business Response

  Date: 05/13/2025

  Dear ******* *********,
  
  Thank you for your response.
  
  For any further inquiries, we recommend reaching out directly to the Executive Cares Specialist by replying to the email previously sent to you.
  
  We appreciate your time and attention.
  
  
  Sincerely,
  Executive Offices

  Customer Answer

  Date: 05/13/2025

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

    I have been in continual contact with the executive office. Each time, I am told to reach out to the vendor myself or to give them a few days to get with their travel partners.  I have gone back and forth more times then I can count over the past month and felt like pulling teeth just to get Priceline to make it right for their consumer.  I have received a refund here and there after several emails showing the vendors response that they accommodated my request initially. I am still out over $600+ from ******** ******** not refunded my money for a ticket never used and Priceline not seeming willing to assist as the broker or reimbursing me themselves to keep our business relationship active.  At this point, due to the continued runaround and inconveniences, I will begin using ******* going forward. I am not even asking for the reimbursement of the additional expenses.  If Priceline would like to make me whole from what I initially spent, great, if not, I understand and will terminate the our future business endeavors. 
  
  
  
  Sincerely,
  
  
  
  ******* *********

  

  Business Response

  Date: 05/22/2025

  Dear ******* *********,
  
  Good day.
  
  We have thoroughly revisited your concern to ensure that all aspects were carefully considered. At this time, we have no additional information to provide beyond what has already been communicated in our previous correspondence.
  
  We sincerely regret that we were unable to offer a more favorable resolution and appreciate your understanding.
  
  
  Sincerely,
  Executive Offices

  Customer Answer

  Date: 05/22/2025

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

      Despite numerous correspondences, nothing has changed on their end.  Toeing the company line of “nothing more we can do”.  They lost a client over hundreds of dollars and inability to waver on their hard line stance.  Not to worry, ******* has worked out well already and in addition to diverting colleagues from Priceline to *******, am also in the works to ensure our business partners shift from PL to *******. 
    Priceline, attempted to close my “VIP” account but there was no option.  VIP is a loosely utilized term in your organization.  Please cancel and remove me from any and all future account and businesses. 
  
  
  
  Sincerely,
  
  
  
  ******* *********

• Initial Complaint

  Date:04/22/2025

  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.

  On February 18th (2025), I made reservations to stay in ******* ************ Hotel. The ******* had tried to accommodate by switching rooms as they were experiencing heating issues. Unfortunately, a solution could not be found and I ended up checking into the ******* hotel just down the block.
  I reported to Priceline either on the 20 or 21st of the issue and provide the ******* contact Manager Janelle who assured me of a refund once requested by Priceline.
  Priceline said they could not get approval. All the while, I called the hotel from a second phone, spoke to the same manager and was told Priceline had not reached out to them. Priceline then hid behind the statement that a 3rd party is used for refunds and they basically washed their hands of the process.
  So, while Priceline is at the frontline when it comes to collecting money, they seemingly take a backseat to providing legitimate refunds (like heating issues).
  ** As I travel frequently (once a month at minimum) and have used Priceline since 9/2021 with 70 stays amassed already, it was truly disappointing that such few dollars ($150) has been chosen over customer loyalty and brand reputation.
  So, yes... 70 bookings in under 4 years and no I'm ready to part ways.

  

  Business Response

  Date: 05/05/2025

  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 had to stay at a different property due to heating issues at the hotel. We are currently in contact with our booking partner to confirm the refund with the property manager. 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: 05/23/2025

  I don't understand. The response given by Priceline which closed the complaint... is that we are looking into this matter. Please respond. 
  
  I'm not sure what please respond means... They haven't said anything accept to acknowledge that I have a complaint. 

  Customer Answer

  Date: 05/23/2025

  I don't understand. The response given by Priceline which closed the complaint... is that we are looking into this matter. Please respond. 
  
  I'm not sure what please respond means... They haven't said anything accept to acknowledge that I have a complaint. 

  

  Business Response

  Date: 06/04/2025

  Dear ***** ********,
  
  We apologize for the delay in resolving your issue.
  
  We received response from our booking partner confirming that the hotel canceled your reservation without a penalty. Therefore, we refunded $301.96 to the original form of payment used to make the purchase. Our system will process your refund within one business day. You may contact your bank directly to inquire about their posting time.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

  

  Business Response

  Date: 06/04/2025

  Dear ***** ********,
  
  We apologize for the delay in resolving your issue.
  
  We received response from our booking partner confirming that the hotel canceled your reservation without a penalty. Therefore, we refunded $301.96 to the original form of payment used to make the purchase. Our system will process your refund within one business day. You may contact your bank directly to inquire about their posting time.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 06/05/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23233769, and find that this resolution is satisfactory to me. I thank BBB for being that authority behind each consumer's voice. I sincerely wished Priceline would have followed through with action and not allowed things to escalate for such a trivial amount. Thank you again.
  
  
  
  Sincerely,
  
  
  
  ***** ********

  Customer Answer

  Date: 06/05/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23233769, and find that this resolution is satisfactory to me. I thank BBB for being that authority behind each consumer's voice. I sincerely wished Priceline would have followed through with action and not allowed things to escalate for such a trivial amount. Thank you again.
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:04/21/2025

  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 REQUESTED A CAR RENTAL VIA PRICELINE. AFTER BEING BILLED FOR @224.58, I WAS NOTIFIED BY PRICELINE THAT THE VEHICLE WAS NOT AVAILABLE. I REQUESTED A REFUND AND IT WAS NEVER ISSUED. I HAVE CONTACTED PRICELINE ON NUMEROUS OCCASSIONS AND WAS TOLD REPEATEDLY THAT THEY WOULD BOTH ESCALATE AND REACH OUT TO THE PROVIDER FOR A REFUND. I PERSONALLY REACHED OUT TO THE PROVIDER, *******, AND FOUND THAT THE PROVIDER HAS NO WAY OF BEING CONTACTED VIA PHONE AND DOES NOT RESPOND TO EMAILS, AS CAN BE ATTESTED BY PRICELINE AS THEY HAVE CLAIMED THAT THEY, PRICELINE, HAVE REACHED OUT TO THE PROVEDR BY EMAIL ONLY.
  ORIGINAL DATE OF TRANSACTION: MARCH 9, 2025
  AMOUNT OF MONEY PAID: $224.58
  BUSINESS COMMITTED TO PROVIDE: CAR RENTAL
  NATURE OF DISPUTE: RENTAL NOT PROVIDED AND MONIES HAVE NOT BEEN REIMBURSED
  BUSINESS HAS NOT TRIED TO RESOLVE THE PROBLEM.

  

  Business Response

  Date: 04/30/2025

  Dear ******* ******,
  
  Thank you for contacting us regarding your rental car reservation with ****** for Trip Number ********516.
  
  We are writing in response to your Better Business complaint.
  
  We apologize for the inconvenience caused by an issue with vehicle availability at the rental counter and for the delay in resolving your issue. We are currently in contact with ****** for the status of your rental car. 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: 05/07/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  I have repeatedly reached out to Priceline on a weekly basis, since March 9, 2025. On every occasion, both a Priceline representative and/or supervisor, has given me the exact same response: "We will reach out to the car provider and issue you a refund when they have verified that no vehicle was rented." I have reached out to ******, the company (third-party) Priceline sought the rental from, and they, ******, has not responded to neither phone calls nor emails. Furthermore, I looked up the company online and found them to be car repair facility. 
  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 05/19/2025

  Dear ******* ******,
  
  We apologize for the delay in resolving your issue.
  
  Regrettably, we still have not received a response from ****** regarding the status of your reservation. Nevertheless, we canceled your rental car booking and refunded $224.58 to the original form of payment used to make the purchase. Our system will process your refund within one business day. You may contact your bank directly to inquire about their posting time.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:04/21/2025

  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.

  Confirmation Numbers: ********381, ********876
  
  Business Name: Priceline.com
  Complaint Type: Misrepresentation of Services / Failure to Resolve Issue
  
  Complaint Description:
  
  I booked two reservations at *** ****** ***** through Priceline.com for the dates August 2–3, 2025. At the time of booking, Priceline was advertising the Executive Business Deluxe room with Outdoor Pool Access. This was clearly stated on their website and factored heavily into my decision to book the hotel.
  
  However, upon receiving the confirmation emails, the room type listed was Business Deluxe Twin (No Outdoor Pool Access) — a significant downgrade from what was advertised and booked. I immediately contacted Priceline to report the issue. They acknowledged the error and stated the case would be escalated, and that they would either match the room type, relocate me within the same hotel, or upgrade me — at their expense — in accordance with their stated policy.
  
  They also promised to contact me by the following Friday with an update. However, no one followed up.
  
  To verify Priceline's claims, I contacted *** ****** ***** on two separate occasions. Both times, hotel staff confirmed that Priceline or its partners had not reached out regarding my reservation or a change in room type. This contradicts what Priceline representatives told me — that they were in contact with the hotel during its business hours.
  
  This leads me to believe that Priceline is intentionally delaying resolution, misrepresenting their actions, and not honoring their advertised product or internal policies.

  

  Business Response

  Date: 05/04/2025

  Dear ******** ***,
  
  Thank you for contacting us regarding your hotel reservations at *** ****** ***** for Request Numbers ********517 and ********517.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand your concern regarding the room type guaranteed on your reservations. We are currently working with our travel partner to resolve this. Kindly 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: 23221159

  
  I am rejecting this response because Priceline has repeatedly failed to deliver on its promises or provide any real resolution. For over a month, I have received nothing but delays and empty assurances, despite your written commitments and BBB response. Your team has not honored the original booking or offered appropriate compensation, and the hotel confirmed you never even contacted them about my case. I am extremely frustrated and exhausted by this ongoing situation and your lack of accountability.

  
  I demand immediate confirmation of the correct room or a proper upgrade, as well as separate, fair compensation for the loss of pool access. If this is not resolved within 3 business days, I will escalate this complaint further.

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

  

  Business Response

  Date: 05/21/2025

  Dear ******** ***,
  
  We received your rejection.
  
  Your concern has been reviewed by our Management Team, and as approved, below are the options we can offer:
  
  1. Upgrade directly to an Executive Business Deluxe Twin Room with Outdoor Pool Access Included at the hotel, and send the upgrade receipt once your trip is completed for reimbursement review.
  2. Keep the reservation and receive a 20% refund.
  
  Kindly confirm your preferred option prior to your check in date.
  
  We hope to hear from you soon.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 05/23/2025

  I am writing to formally document my extreme disappointment and frustration with Priceline’s handling of my reservation issue. Over the past two months, I have experienced a level of irresponsibility and disregard for the customer that is truly astonishing. I am compelled to outline the following points for the record:

  
  1. Failure to Communicate as Promised
  Not once did your representatives contact me on the dates you promised. Every timeline you provided was ignored, leaving me waiting endlessly with no proactive updates.
  2. Broken Promises of Upgrade or Relocation
  You explicitly promised that if the correct room was not available, you would either upgrade my room or relocate me within the same hotel. These promises were never fulfilled.
  3. Lack of Proper Communication with the Hotel
  You repeatedly claimed to have contacted *** ****** ***** to resolve my issue. However, when I checked directly with the hotel, they confirmed that no such communication regarding an upgrade or relocation had ever taken place.
  4. Misleading and Exhausting the Customer
  Even after being informed by the hotel that an upgrade was not possible, your team continued to tell me that an upgrade was being processed and asked me to review the outcome. This is not only misleading but also emotionally exhausting for the customer. It feels as though you are intentionally dragging out the process, fully aware that a resolution is not possible, in hopes that I will simply give up.
  5. Insulting Compensation Offer
  Your final offer of a 20% refund is completely unacceptable. The price difference for pool access alone exceeds 20% of my total booking amount. Not only did you downgrade my room and remove the pool benefits, but now you are telling me to accept a minimal refund and move on.
  6. Executive Team Also Failed to Deliver
  Even your so-called executive team failed to keep their promises. Despite assurances from your executive-level representatives that my issue would be resolved promptly, their promises turned out to be as empty as those from your regular customer service agents. The lack of follow-through from both frontline staff and management demonstrates a systemic disregard for customer commitments at every level of your organization.
  7. Systemic Lack of Accountability
  Throughout this ordeal, not a single person at Priceline has taken real responsibility. I have been passed from one representative to another, each repeating the same empty assurances. Your company’s utter lack of accountability, misleading promises, and disregard for your customers’ time and trust are appalling.

  
  Frankly, it is no wonder people warn others not to use Priceline. This experience has been the worst I have ever had with any company. I am formally requesting that this complaint be kept on record and that appropriate action be taken to address these unacceptable business practices. I will also be sharing my experience publicly to warn other potential customers.

  
  

  

  Business Response

  Date: 06/04/2025

  Dear ******** ***,
  
  We received your rejection.
  
  We have carefully reviewed your case again to ensure that all aspects were considered and that no additional information could lead to a different outcome.
  Our records show that the cancellation of your reservations was completed online. Unfortunately, we are unable to provide a resolution beyond what was previously communicated.
  
  Thank you for your time.
  
  
  Sincerely,
  
  Executive Offices