Business Profile

Travel Agency

Priceline.com LLC

Headquarters

Complaints

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

Customer Complaints Summary

6,961 total complaints in the last 3 years.
2,080 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:04/16/2025
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.
04/14/2025

#**********5-18

I didn't purchase the room I just so happen look on my bank statement and notice this hotel transaction on there I wasnt able to get in touch with this company that authorized this it's a payment of 67.00 $ I would like to resolve this and get understanding
Business Response
Date: 04/28/2025
Dear ******* ***********,

Thank you for contacting us regarding your reservation at the ***** ********** ******* ** * ***********, for Trip Number ********518.

We are writing in response to your Better Business complaint.

We understand you requested a refund due to an unauthorized booking transaction. We called the hotel and spoke with the front desk, who confirmed that you checked in and used the room. Therefore, a refund is not applicable.

Thank you for your time.

Sincerely,

Executive Offices
Customer Answer
Date: 04/28/2025
This one
Initial Complaint
Date:04/16/2025
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.
Purchase Date: 3/24/25
Date of Booking Cancellation: 3/25/25
Nature of Complaint: Failure to Process Refund/Poor Customer Service
Trip Number: **********5-18

I am a Platinum member and long-time Priceline customer. I am filing this complaint due to Priceline.com's failure to issue a refund for a hotel reservation in a timely or professional manner. The reservation was originally paid through ******.

On April 4th, I received an email from Priceline stating that the refund could not be processed to the original payment method, and that I could instead receive it via check, ******, or *****. Despite this clear offer, Priceline has refused to issue the refund through any of these methods.

Since that time, I have contacted Priceline support on multiple occasions. Each time, I receive inconsistent information or vague responses. I've also been repeatedly told that a manager would contact me -- that has not happened. This level of customer service is unacceptable, especially given my loyalty as a Platinum member who has continued to book through Priceline, including a reservation just this past weekend.

I have made every effort to resolve this professionally and directly, but Priceline's failure to honor their own communication is unacceptable. It has now been over three weeks since the cancellation, and I have yet to receive my refund.

I am requesting an immediate full refund via ******, as initially offered, along with written confirmation and a specific date by which the refund will be received. I also ask that Priceline take accountability for lack of transparency and poor communication throughout this process.

If this issue is not resolved promptly, I will be forced to pursue additional action.
Business Response
Date: 04/28/2025
Dear ******** *****,

Thank you for contacting us regarding your ****** *** ********** ******** **** reservation for Trip Number ********518.

We are writing in response to your Better Business complaint.

We apologize for the delay in receiving your refund. Regrettably, our system did not successfully issue your refund on March 25, 2025. Nevertheless, our records show we successfully refunded $571.96 to your ****** account on April 17, 2025. You may check your ****** account to confirm your refund.

Thank you for your time.

Sincerely,

Executive Offices
Initial Complaint
Date:04/15/2025
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.
Rented a car through Priceline on January 4th and paid in full $266.09.
Car was to be picked up at the Dallas airport on February 19th. I arrived at the rental car building to find out that “******” was not located there but somewhere off site. I called the number I had and was then given a different number to call. When I reached someone they proceeded to tell me “You’re early! Your car isn’t even here yet!” I said that was fine if they could provide me their location I was willing to wait. The man then told me that it would be better if I just cancelled the car through them and rented a car where I was. When I asked about the money I had paid he assured me that I would be refunded. It wasn’t until the following day that I was told that I needed to contact Priceline for a refund. I did that immediately on the 20th. I have now contacted them 7x over the course of 2 months. They give me the exact same script every time I call. They said that they can not issue a refund without talking to ******. That sounds reasonable but ****** no longer exists from what I can tell. I have proof that I ended up renting a car from a different company and I have the text message from the guy at “******” saying that they would refund me.
I have reached a complete impasse with Priceline and they refuse to connect me with anyone with the authority to complete my refund.
Business Response
Date: 04/25/2025
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 you received assurance from the rental counter that you will receive a refund for your reservation, which ****** agreed to cancel. We are currently in contact with ****** for the status of your rental car booking. 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: 04/25/2025

Complaint: ********

I am rejecting this response because:

This had been the standard response from them for more than two months. The business that they claim to be in contact with no longer exists as far as I can determine. I provided them the proof that they asked for showing that I had to rent a car (for same time period) from a different source. I feel like they are just hoping that I will give up and not pursue this further.

Sincerely,

***** *******
Business Response
Date: 05/07/2025
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 made an exception and refunded $266.09 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: 05/07/2025
I received an email today from Priceline saying that they are issuing a refund in full.
I am satisfied with this result and thank you for your help.
Sincerely, ***** *******
Initial Complaint
Date:04/15/2025
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.
Pricelines definition of mid-day is NOT accurate. I booked a flight with the understanding that the flight would be mid-day. After paying and the getting the itinarary, the flight was at 5:30pm That is NOT mid-day so I cancelled immediatly but priceline withheld $50 Thieves!

So they can redefine time and contend that 6 PM is mid-day! WTF?
Business Response
Date: 04/28/2025
Dear ***** ************,

Thank you for reaching out regarding your ****** ******** ticket with Trip Number ********518. We are currently addressing your Better Business Bureau complaint.

After a thorough review, we have confirmed that you agreed to depart from ******* ****** between 10 AM and 6 PM with one stop, and a departure time of 4:05 PM was provided. At the time of booking, it was clearly communicated that your ticket is non-refundable and non-changeable. For your reference, we have forwarded a copy of your Checkout Page and Confirmation Email.

As a courtesy, we can offer cancellation within 24 hours of booking for Express Deal reservations, subject to a $50.00 USD cancellation fee. This fee is designed to offset charges directly related to the cancellation of non-refundable tickets, and it is consistent with the change penalties imposed by our travel partners.

Regrettably, we are unable to honor your refund request due to the terms and conditions of your ticket. We sincerely appreciate your understanding and thank you for your time.

Wishing you continued safety and good health.

Sincerely,
Executive Offices
Customer Answer
Date: 04/30/2025

Complaint: ********

I am rejecting this response because: They misrepresented their the departure times. AGAIN; 5 PM IS NOT MID-DAY

Sincerely,

***** ************
Business Response
Date: 05/11/2025
Dear ***** ************,

We have revisited your case to ensure that no important details were overlooked. Your booking was made through our Express Deal option, where the full itinerary details are disclosed only after the purchase is completed. At the time of booking, you agreed to a departure window between 10:00 AM and 6:00 PM. For your reference, we have forwarded a copy of your Checkout Page, which outlines these terms.

Regrettably, we are unable to process your refund request, as the flight provided falls within the agreed-upon timeframe.

Additionally, we have been notified by our bank of a dispute associated with your account. Due to this, the processing of any refunds has been temporarily suspended. The dispute is currently under investigation by our bank, and we do not have further details at this time.

We recommend contacting your bank directly for more information regarding the dispute and its current status.

Sincerely,
Executive Offices
Customer Answer
Date: 05/12/2025

Complaint: ********

I am rejecting this response because: NO MATTER WHATNYOU HAVE IN FINE PRINT, PRICELINE DOES NOT HAVE THE AUTHORITY TO REDEFINE THE DEFINITION OF MID-DAY.

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Dictionary
Definitions from Oxford Languages · Learn more
mid·day
/'mid?da/
noun
noun: mid-day
the middle of the day; noon.Sincerely,MID-DAY HOURS means the hours from 9:00 a.m. to 4:00 p.m., Mondays through Fridays (other than Holidays), and (III) the term "OFF HOURS" shall mean all hours on all days other than Rush Hours and Mid-Day Hours.
MID-DAY HOURS Definition - Law Insider
Law Insider
************************** › dictionary › mid-day-hours

***** ************
Initial Complaint
Date:04/15/2025
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# **********5-18.

I made a package flight and hotel booking on April 8th for traveling beginning April 9th. When selecting through the website, I was offered choices that should have been compatible. I ended up selecting a flight which would arrive at 10 PM in ********. Only after booking, did Priceline show me a warning message in yellow that check-in after 9 PM was not possible and that I would have to contact the hotel. I did so and was scuffed at saying that it was my fault for booking and they would reluctantly accommodate me. I also found out that there were additional charges which Priceline never showed me. My package was supposed to be all in pricing but the hotel was requesting an additional daily resort fee + taxes culminating in over $200 of additional charges making the package almost 15-20% more expensive than what I committed to. I called Priceline and spoke to a supervisor. After making me wait so long, they confirmed that everything I said was true and that the hotel was falsely advertising on Priceline. The supervisor also told me that because of this, from Priceline's perspective, I should be eligible for a full refund or reimbursement for the additional charges. The supervisor failed to give me clear instructions on how to get this reimbursement so I elected for the refund and made another hotel booking at a different hotel. The supervisor promised to follow up via email.

To date, I never received additional communication from Priceline or the supervisor. I also have not received a refund for the hotel. When I last called in, a Priceline rep told me that they will not refund me because the hotel is refusing to refund them. Now I am stuck because the hotel and Priceline cannot resolve their own internal issues.
Business Response
Date: 04/22/2025
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 the hotel had check in policy and there were additional charges at check in. 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
Customer Answer
Date: 04/30/2025
Hi,
I am still waiting on the business to respond. Can you please reopen the case?
Business Response
Date: 05/08/2025
Dear ***** **********,

Thank you for reaching out to us.

We received information from our travel partner that the hotel only approved a refund for the last 4 nights. Therefore, we processed the same for the amount of 433.81 USD. Our system processes refunds within one business day. You may contact your bank directly to inquire about their posting time.

We hope you find this information helpful.

Sincerely,

Executive Offices
Initial Complaint
Date:04/15/2025
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 9, 2025, I booked a hotel through Priceline, specifically the ******** **** ***** *** *** ******* ******** *********, which was advertised as a three-star establishment. Upon arrival, I discovered that the hotel did not resemble the images or descriptions provided on the website. The photographs were outdated and did not accurately reflect the conditions of the property. Additionally, the hotel was located in a neighborhood known for high crime rates, which was not disclosed in the listing.

This situation appears to violate several consumer protection laws, including and thier management decided to not resolve the issue or address it:

1. Truth in Advertising: *** ******* ***** ********** ***** prohibits deceptive practices in advertising. By misrepresenting the quality and safety of the hotel, Priceline may be in violation of these regulations.

2. Consumer Protection Laws: Many states have laws designed to protect consumers from false advertising and misleading business practices. Priceline's failure to provide accurate information about the hotel and its location may constitute a breach of these laws.

3. Duty of Care: Priceline, as a service provider, has an obligation to ensure the safety and well-being of its customers. The misleading information regarding the hotel's conditions and the surrounding area raises serious concerns about this duty.

Upon notifying Priceline customer service about these issues, I was informed that no actions could be taken, including a refund or a change of accommodations. This lack of resolution is unacceptable, especially given the safety risks I encountered during my stay, including potential hacking and other criminal activities in the vicinity.

As a loyal VIP member of Priceline, I am deeply disappointed by the negligence displayed in this instance. I believe it is crucial for Priceline to be held accountable for these misleading practices, which have the potential to endanger customers.
Business Response
Date: 04/28/2025
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 your concerns regarding the property's star rating and quality. We researched your confirmed hotel and found that it meets our expectations for the star rating selected on our website. Our competitors, other major travel companies, also rate this hotel as follows:

***********
Star rating: 3-Star
Guest rating: 7.8 out of 10 (with 465 reviews)

**********
Star rating: 3-Star
Guest rating: 7.8 out of 10 (with 465 reviews)

***************
Star rating: 3-Star
Guest rating: 7.8 out of 10 (with 465 reviews)

**********
Star rating: 3-Star
Guest rating: 7.8 out of 10 (with 465 reviews)

Per our Quality Experience Guarantee, Priceline has star-rated your hotel according to our rigorous rating system. That means our hotel staff has researched your hotel, reviewed customer comments, and compared star ratings assigned by other rating services. The hotel you received meets Priceline's strict quality standards.

We also called the front desk to share your concerns; however, they do not have records of your complaints during your stay. The staff confirmed that you stayed in Unit 105, a brand-new suite, and checked out on Thursday, April 10, 2025. Regrettably, we did not obtain approval to process a refund.

Thank you for your time.

Sincerely,

Executive Offices
Customer Answer
Date: 04/28/2025

Complaint: ********

I am rejecting this response because:I called Priceline and formally express my dissatisfaction with that hotel booking made through Priceline not with the owner of the hotel and to request immediate action regarding a refund or another 3 star hotel. Non absolutely none of your other 3 star hotels look like that. Please show me one in San Antonio that has even remotely the same environment or rooms closely resembling this place as you can see the lobby/kitchen and eating area was not to standards.

Upon arrival at the hotel, I discovered that it was not located on the Riverwalk as advertised, but rather in a neighborhood that felt unsafe. After raising my concerns with the Priceline, they called the hotel as protocol and the owner denied me a refund and was initially offered a room that was not representative of a three-star property after I complained I was them offered a better room that still was not a three star hotel in San Antonio. Based on my experience and supporting documentation, several serious issues have occurred:

False Advertising: The hotel misrepresented its location by claiming proximity to the Riverwalk, which was not accurate.

Misleading Quality Claims: The room and facilities did not meet the advertised three-star standard, violating consumer protection laws regarding truthful service representations.
Failure to Honor Refund Policy: Despite my immediate complaints to both the hotel and Priceline, a refund was refused, breaching the stated policies and contractual obligations.
Consumer Protection Violations: The combination of unsafe conditions, false advertising, and refusal to refund constitutes a violation of consumer protection laws that exist to ensure fair and safe treatment of customers.
Review Manipulation Concerns: I observed that the hotel had an unusually consistent number of reviews across various platforms (465 reviews exactly), raising concerns about the authenticity and credibility of the reviews listed on your site.

I would also like to add that I provided pictures of the hotel that clearly show it does not meet the quality expected of a three-star property. I called and lodged multiple complaints with Priceline the same day, requesting assistance. Rather than being relocated to a proper three-star hotel, I was told that the hotel owner refused a refund, and Priceline declined to assist further.

I had no choice but to find a safe alternative because I needed to be at work the next morning. I booked another hotel through Priceline that same night, demonstrating that I did not stay at the original property.

It is highly concerning that despite these facts, Priceline’s response on the Better Business Bureau (BBB) platform indicated that no detailed review of my case was conducted. Your response appeared to be based solely on my written complaint and the deceptive owner rather than a review of my account history, other customer’s complaints, the photographs provided, the multiple complaints I submitted, and the subsequent booking that same evening.

Your failure to investigate the matter thoroughly before issuing a response shows a lack of seriousness toward customer complaints, which is troubling for a company of your size and reputation.

I urge you to review the complete case history, including my communications, photographic evidence, and booking records, before issuing a final determination. It is clear that I acted reasonably under the circumstances and that a refund is fully justified. Please have an attorney review the case before you respond again, it would be beneficial to us all that a professional, handles this.

I look forward to a prompt and appropriate resolution

**** *******
Business Response
Date: 05/08/2025
Dear **** *******,

We received your rejection.

We understand you are dissatisfied with your hotel accommodation. ******** **** ***** *** *** ******* ******** ********* has a guest rating of 6.5 out of 10 on our website. We assess each property on many different criteria, including cleanliness, guest satisfaction, decor, etc., and hotel ratings are actually stricter than other national rating companies. Other major travel companies rated the hotel as a 3-star property on their websites.

On the other hand, the ******** **** ***** *** *** ******* ******** ********* is within the San Antonio East area you selected during the booking process. Regarding the cancellation request, the Booking Conditions in your Contract stipulate that this special discounted rate is non-refundable. Therefore, the refund is at the hotel's discretion. According to Rick at the front desk, they provided you with a brand-new suite for your room accommodation, and have no records of your complaints during your stay, which resulted in their refusal to issue a refund.

Nevertheless, we made a one-time exception and refunded $57.97 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:04/15/2025
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.
Original transaction occurred on 2-27-2025 for Trip Number ********516. Travel was for 3-30-2025 through 4-2-2025. Total package cost was $2404.91, which was ***** $793.92 cost + $1610.99 for ******** **** **** ***** in ********** **. Confirmation # for hotel stay: *********069.

The issue is that we paid for a trip to ******* as described above and attached Package itinerary and did not receive what was paid for. The Priceline-********** **** ***** partnership did not provide the services that was pur*****d, and we believe we deserve full refund ($1610.99 or a credit for future 3-night stay at the **** **** hotel in ********** **).

We arrived on-time before 11:00am at MSP airport for check-in on 3-30-2025 for a departure time of 1:05pm. Our responsibility has been achieved by being present and ready for the travel. After several hours of various delays due to multiple issues that ***** had for this flight (crew issues, bag handler issues, gate parking issues, weather issues). We actually ended up taking off, but after 1.5 hours of flight they returned to MSP and landed after midnight. ***** confirmed cancellation of the flight ****** and could not reasonably get us to the location for our stay at the hotel. We contacted Priceline and was informed to submit a refund request by email. After 3 follow-up requests on the refund status, 2 weeks after initial submission Priceline responded that they heard from their hotel partner that a refund was not going to be given by the hotel (attached email).

***** refunded in full the $793.92 quickly. Priceline attempted reaching out to the hotel and were denied then stopped at resolving. The hotel seems to be the holdup at resolution, but it is the partnership between all that if one of the partners fails all should accommodate the customer. Worked with Angel M. Customer Relations Specialist at Priceline with the refund request.

Hotel Contact: ###-###-####
*****: ###-###-####
Priceline: Priceline.com
Business Response
Date: 04/22/2025
Dear **** ****,

Thank you for contacting us regarding the hotel portion of your vacation package reservation for Request Number ********516.

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

We understand that your flight was canceled. Since you booked a non-refundable rate, we contacted our travel partner to request an exception or a refund but did not obtain approval. Regrettably, the charge remains non-refundable.

Thank you for your time.

Sincerely,

Executive Offices
Customer Answer
Date: 04/23/2025

Complaint: ********

I am rejecting this response because: Due to the entire package being a partnership and we did not receive what was paid for, a trip to ******* and 3 night stay at the **** **** hotel, this response is unacceptable. ***** did their due diligence and refunded appropriately. Due to the partnership, if one cannot provide the service, then it should be refunded as it is beyond the customer control. Service was not provided, thus payment should not be made.

Sincerely,

**** ****
Customer Answer
Date: 04/24/2025
I have submitted a dispute through my credit card company (*****) and as of right now the charge has been credited to my account. As long as this charge is not reapplied, this complaint should be considered lifted. I will re-submit the complaint if the charge is re-applied.
Thanks much for the assistance in this matter.
**** ****
Initial Complaint
Date:04/15/2025
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.
In April of 2024 I purchased 3 rooms through Priceline for a vacation in March of 2025 at the ******* ******* at a price of $589.96 per room. When we got to resort the hotel staff informed us that our reservations were made but had not been paid by Priceline and we were not allowed to check in until we gave them a credit card and were charged full price $2,240 per room. We contacted Priceline immediately which to over 3hours and since it was Saturday and after 5pm there was no way to send a virtual card from Priceline to *******. With no other options and being in a foreign country we gave them our card. The ******* manager told me when Priceline paid for all rooms the charges would be released. My wife spent her vacation on the phone with Priceline or at the hotel front desk Saturday through Thursday with each company blaming the other and nothing getting paid. Thursday afternoon the charge to our card was dropped with no explanation from either party. On our last day we were informed by ******* manager Priceline had paid for 2 of our rooms but not the last one and we would have to pay $2240 or they would not let us leave. The manager stopped our taxi service, had security stop us from leaving and call thepolice to have me arrested. What choice did we have?priceline representative said the hotel was refusing to accept payment from them. I had to give credit card accept the charge with no help at all from Priceline or face going to jail in Mexico. ******* receive payment for 2 rooms at $589.96 from Priceline and 1 room at $2240 from me. The contract all 3 parties agreed to was for $589.96 per room. The reservation was accepted and the scam was set. After 2 more weeks of phone calls between Priceline and ******* and us we were were finally reimbursed by priceline for $2240 but not the orginal $589.96 they stole from us and put us through 3 weeks of hell and destroyed our vacation. ******* received 4 times the price we agreed to pay. We want our money
Business Response
Date: 04/25/2025
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 the hotel charged you for one of the rooms on your reservation. We reviewed the information in our system and verified that we refunded the full amount (2240 USD) that the hotel charged you. Please note that you used the same reservation that you prepaid through us. Therefore, the original charge is non-refundable.

Thank you for your time.

Sincerely,

Executive Offices
Initial Complaint
Date:04/15/2025
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.
When I was checking out (after I had submitted payment), I was given an error that my flight was no longer available and to select another flight. The mobile app took me back to available flights and I selected another one and paid. I discovered two days later that I was booked for the original flight and the second flight. Upon discover I called Priceline first thing Monday morning and they tried to negotiate with the airline. The airline will not provide a refund only credit and it will be per person which does not include extra fees. I told Priceline that this was a glitch in their app and it should be their responsibility to cover a full refund including fees because ***** nor I did this. Also, these flights overlap, how can I be on two different flights at the same time. This should not even be possible to book. Priceline does not want to accept responsibility for their own application glitches.
Business Response
Date: 04/28/2025
Dear ****** ******,

Thank you for contacting us regarding your ***** Air Lines ticket with Trip Number ********518. We are currently addressing your Better Business Bureau complaint and apologize for any inconvenience this situation may have caused.

Please rest assured that we are carefully reviewing the matter and are working diligently to resolve your concern. We greatly appreciate your patience as we continue with this process. We kindly ask that you respond to the BBB rejection after 5 business days, and we will provide you with an update as soon as possible.

We appreciate your time.

Sincerely,
Executive Offices
Initial Complaint
Date:04/15/2025
Type:Product Issues
Status:
AnsweredMore info
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On march 19 we booked a flight to ******** ***** ******** to see my daughter graduate from ******** ***** ***** and my daufhter called april 13 the day before i was to leave saying ahe will graduate 1-2 weeks later so i called priceline to reschedule and was told this ticket was unable to reschedule i told agent that we booked with there agent and paid for insurance to make any changes if we need to any they denied my claim i was not looking for a refund but rescheduled my ticket now they are vetting $1500 for free since i will not leave april 14 and i still need to visit my daughter
Business Response
Date: 04/22/2025
Dear ****** *******,

Thank you for reaching out regarding your ****** ******** tickets with Trip Number ********517. We are writing in response to your Better Business Bureau complaint.

We regret to hear that you were unable to take your trip due to the rescheduling of your daughter's graduation. After reviewing the fare rules and restrictions associated with your ticket, we found that your tickets are non-refundable and non-changeable.

As such, our ability to issue a refund or facilitate rebooking is contingent upon our partner's willingness to accommodate such requests. As a courtesy, we contacted ****** ******** to request an exception for either rebooking or a refund. Unfortunately, we did not receive approval, and therefore, the reservation remains non-refundable and cannot be rebooked.

Furthermore, we have no record of trip insurance being purchased with your booking. As a result, we are unable to proceed with your request, as the airline does not permit us to do so.

We appreciate your understanding and thank you for your time.

Sincerely,
Executive Offices
Customer Answer
Date: 04/22/2025

Complaint: ********

I am rejecting this response because:
if you see the 2 images I submitted one was for $291 and the ither was for $511
. when mu wife and myself spoke with agent via speaker we agreed to pay the charge to fo from economy to the package that we would be able to make change i believe it was economy plus so we agreed and we paid for insurance i dont know its in there some that insurance was paid again i am just looking to reschedule our flight to visit our daughter now she is in *** since we missed her graduation from ******** ***** ********

Sincerely,

****** *******
Business Response
Date: 04/30/2025
Dear ****** *******,

Thank you for your response.

We were pleased to assist you in locating ticket options. However, the final step—including payment—was completed on your behalf, at which point the full itinerary, along with the applicable policies and guidelines, was presented for review. Please also note that no trip insurance was selected during the booking process.

We truly are sorry that we cannot proceed with your request. We appreciate your time and understanding.

Sincerely,
Executive Offices
Customer Answer
Date: 04/30/2025

Complaint: ********

since i am unable to connect with anyone other than a travel agent and have not h wa rd feom a any escaltion department who where to review a call review and i am to to accept whatever your call review states seems very one sided that i am unable to access or listen or even a transcript you might deem it business policy but you dis rwcord my voive without any consent you did say you would record the conversation for trajng purposes so i should have a right to deabte the call review not go by whT you tell me and i can tell you we where to put in a higher packaging regardless what the agent did since i an the customer And i dont have acces to the full police until after you make a transaction and also your agents are very hard to understand a language issue where i feel at best uncomfortable to try to book a flight bia priceline with that said i will no be using Priceline for any future business and i and will tell family and friends to no longer use Priceline for anyt on this terrible experience and your handling of this issue for a simple rescheduling of 1 week i will not accept but rather deny this claim since accept is accept falt i know my voice is 1 person and that you truly do not care but i wish you a full failure

I am rejecting this response because:

Sincerely,

****** *******
Business Response
Date: 05/12/2025
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

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