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:04/15/2025

  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.

  STrip Number: **********5-18 & Confirmation: ***********)
  
  To whom it may concern,
  I am writing to formally file a complaint against Priceline regarding two extremely frustrating experiences that caused me significant financial and emotional distress during my recent trip to *****, *******.
  First, I made a hotel reservation through Priceline (Trip Number: **********5-18) and received confirmation. However, upon arriving at the hotel in ***** ***** ***** exhausted after a long trip I was informed that there were no rooms available and that the hotel was fully booked. This happened on a Saturday night, making it incredibly difficult to find another hotel in the area. I spent over two hours searching for accommodation and, in the end, had to book a room via *****, paying double the original price.
  As a loyal Priceline customer for years (I even have the Priceline credit card), I expected better. I called Priceline’s customer service and was kept on the line for almost two hours, making this ordeal take nearly four hours in total all while I was experiencing severe cramps and fatigue.
  Unfortunately, the problems didn’t stop there.
  Due to the hotel issue, I arrived late for my cruise and subsequently missed my train to *******. I then decided to rent a car through Priceline to salvage my trip. Upon arriving at the ***** rental office (Confirmation Number: ***********), I was told that the car I reserved was not available and that the only option would cost me nearly $300 far more than I had originally agreed to. I once again called Priceline, and again, they did not resolve the issue.
  With no other options, I had to take an **** from ***** to *******, which cost me $240.
  In total, this experience caused me financial loss, physical exhaustion, and a great deal of stress. I am seeking reimbursement for the additional hotel cost, the **** ride, and compensation for the poor service and time lost trying to resolve these issues.

  

  Business Response

  Date: 04/24/2025

  Dear *** ***** ****** *********,
  
  Thank you for contacting us regarding your rental car reservation with ***** *********** for Request Number ********518.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that there were no cars available at the counter. If you booked a reservation for the same itinerary with another rental car company, kindly provide a copy of your rental receipt and itinerary for review. Please attach it to your complaint in a PDF or JPEG file.
  
  For inventory and audit purposes, kindly file a separate complaint for your hotel reservation and include the details on your complaint.
  
  We look forward to hearing from you.
  
  Sincerely,
  
  Executive Offices

  

  Business Response

  Date: 04/24/2025

  Dear *** ***** ****** *********,
  
  Thank you for contacting us regarding your rental car reservation with ***** *********** for Request Number ********518.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that there were no cars available at the counter. If you booked a reservation for the same itinerary with another rental car company, kindly provide a copy of your rental receipt and itinerary for review. Please attach it to your complaint in a PDF or JPEG file.
  
  For inventory and audit purposes, kindly file a separate complaint for your hotel reservation and include the details on your complaint.
  
  We look forward to hearing from you.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 04/25/2025

  
  

  I need to order the **** because to rental car to be 5 times more

  also  when i made the reservation in the hotel and tired   the hotel is full and i cannot be able to made the reservation conclusion i paid 2 times more 

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

  Customer Answer

  Date: 04/25/2025

  
  

  I need to order the **** because to rental car to be 5 times more

  also  when i made the reservation in the hotel and tired   the hotel is full and i cannot be able to made the reservation conclusion i paid 2 times more 

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

  

  Business Response

  Date: 05/02/2025

  Dear *** ***** ****** *********,
  
  We received your rejection.
  
  To move forward with the possibility of a refund, we kindly ask that you provide a copy of your rental receipt and itinerary for the same itinerary with another rental car company. This will help us review your request more thoroughly, so please attach these documents to your complaint.
  
  Also, kindly file a separate complaint for your hotel reservation and include the details of your complaint.
  
  We look forward to hearing from you.
  
  Sincerely,
  
  Executive Offices

  

  Business Response

  Date: 05/02/2025

  Dear *** ***** ****** *********,
  
  We received your rejection.
  
  To move forward with the possibility of a refund, we kindly ask that you provide a copy of your rental receipt and itinerary for the same itinerary with another rental car company. This will help us review your request more thoroughly, so please attach these documents to your complaint.
  
  Also, kindly file a separate complaint for your hotel reservation and include the details of your complaint.
  
  We look forward to hearing from you.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:04/15/2025

  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.

  We had booked a hotel via Priceline.com on March 23. 2025 for the ********** ************* ***** in *******. We paid $353.39 for the hotel stay starting April 10, 2025 - April 12, 2025. On our arrival to the hotel on April 10, 2025, the hotel stated that they did not have a confirmation of our reservation. The hotel tried numerous times to look through their system to see if a confirmation was sent over, but nothing was. The hotel was nice enough to give us a room that night and that we could work out the issue with Priceline the next day since it was so late.
  
  After speaking with Priceline on the phone for a total of 1 hour and 30 minutes on April 11, 2025, Priceline said that they can't pay the hotel since the hotel checked us in and the only option was to refund us our $353.39 and we would pay the hotel directly. The hotel charged us $683.28, which is $329.89 more than we were quoted when we paid with Priceline. The reason we booked with Priceline was because of the nice price of the hotel in a nice area of *******. We would not have booked with that particular hotel if the price had been that high.
  
  The hotel was nice enough to work with us to bring down the price from over $800.00 to the $683.28 we were charged, however, I am seeking a refund of the difference ($329.89) due to their mistake and their booking partners unwillingness to fix the issue with the hotel.
  
  I have attached the final receipt from the hotel.

  

  Business Response

  Date: 04/23/2025

  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 did not have your reservation in their system. Our records indicate that you only contacted us after your scheduled check in date, and you were already checked in for a walk in reservation at the hotel. With your approval, we canceled the reservation for a full refund plus a compensation refund of 48.01 USD. Regrettably, we are unable to issue an additional refund.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 04/27/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response. I understand that we didn't contact Priceline until we were already checked in, however, the hotel was nice enough to give us a room while they verified it on their end to make sure that they didn't get a confirmation email. We arrived to the hotel late that night and the supervisor we spoke to said that the next morning she will talk to her boss and they will make sure they didn't receive a confirmation email. Priceline not being able to handle consumer issues after they arrive at their hotel is a flaw on their part and should not fall on the consumer. I called Priceline as soon as the hotel called to say that they couldn't find the email and requested we call Priceline. The person I talked to said that they would escalate it on their end and provide me with a resolution that never came. We unfortunately had to cancel and pay the hotel directly. We paid more for the hotel than we originally would all because of the price from Priceline. Priceline's failure to properly book the hotel for us is not my problem and I believe we deserve a refund.

  Sincerely,

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

  

  Business Response

  Date: 05/02/2025

  Dear ***** ********,
  
  We received your rejection.
  
  We apologize for the inconvenience regarding your reservation. Our travel partner confirmed your booking from March 23, 2025, but it was unfortunately not reflected in the hotel's system. With your approval, we processed a full refund along with a goodwill refund. While we wish we could offer further compensation, we regret that we are unable to do so.
  
  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.

  Paid for rental in full before trip for a SUV that seated seven people with my credit card. At ***, they did not offer said vehicle in their fleet did not own any. Was not available. They offered a vehicle that was not close in size to what we reserved. Our family would not fit in the vehicle they offered so I had to use a different credit card to pay additional fees for a larger SUV to get my family to fit inside to leave the establishment. The rental we had broke down on the highway a few days, and I was given another ******** refunded an amount to the original credit card used for the mechanical failure and broken windshield of both my vehicles I rented. Priceline was supposed to refund the amount of the second rental because the vehicle I paid for did not exist there. I have placed over 100 calls, And have not spoken to anyone that can speak English and help me at all. Priceline is refusing to reimburse because they said *** gave me money back however *** only refunded a partial payment because the SUV broke down and had to be returned. I have submitted several documents of these charges and get along so no one is listening to me. I’ve had several claims because every time I rent a vehicle from Priceline I never get the vehicle that I rent when I show up at the establishment. i’m constantly stuck Paying ,having to pay for larger vehicles because they are never on site when I arrive, And my family doesn’t fit. I also have submitted several documents through email to them several times, So after originally paying almost $400 for a rental Before I even arrived on my trip I then paid almost $700 for another rental, all because the vehicle I rented online was not there when I showed up. And the vehicle I had broke down that’s why *** gave me a $200 refund on the original card. I have not gotten reimbursed for the almost $700 charge to the second vehicle to get my family to fit. Someone please help me me. It has been almost a year and I am getting no where

  

  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 apologize for the inconvenience caused by an issue with car class availability at the *** rental counter. Our system confirmed your rental car request based on the inventory provided by *** **** * *** on your scheduled pick-up date and location, and we have not received notification from them regarding vehicle shortage. We are currently in contact with *** **** * *** to resolve your complaint. Kindly post a reply to this message after five (5) days for an update/resolution.
   
  We appreciate your patience while we continue to work to resolve your issue.
   
  Sincerely,
   
  Executive Offices

• Initial Complaint

  Date:04/15/2025

  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 3/13/25 I reached out to Priceline.com via phone to book two rooms for four people, under two different trip #s, totaling $5,545.38, for a trip to *** ****** ********* in *******, 8/2025. There was an offer on their site that included a $645.00 resort credit per room, which I advised the rep I wanted to book. Once we discussed the details, she sent me a link to review and pay. When i received the link there was no mention of the credit so I asked her about it and she said it would show on my confirmation. I received confirmation and there was no mention of the credit. I called Priceline the next day to inquire about the credit. They said they would have to research and get back to me. I received an email on 3/20/25 stating that while they listened to the recording and heard the rep promise me the credit, they called *** and the hotel wasnt offering the credit. I called them again on 3/26/25 advising that I wasnt satisfied with their response because its advertised on their site and still is today and should be honored. No response. I called again 4/7 for follow up and no update. Was advised a supervisor would call me in 24hrs, still nothing. On 4/14 my son received an email from Priceline advising they contacted the hotel/he would receive resort credit coupon upon arrival at the hotel. There was no mention of who they spoke with or the amount of the credit. I called today 4/14 to see if there was an update on my reservation and again they said no and I demanded to speak with a supervisor to resolve today as this has been going on for a month. This is giving false advertisement and I want the 645.00 credit per room ($1,290 total) that was promised to me. This has put a very bad taste in my mouth and I will be hesistant to book with Priceline again.

  

  Business Response

  Date: 04/24/2025

  Dear ****** *****,
  
  Thank you for contacting us regarding the hotel portion of your vacation package reservation for Request Number ********518.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that you were guaranteed a resort credit on your reservation. As approved by our management team, we will honor the guaranteed resort credit. Kindly provide us with the receipts of your hotel purchases. We will reimburse up to 654 USD. Please attach the receipts to your complaint in a PDF or JPEG file.
  
  We look forward to hearing from you.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 04/29/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: i booked my reservation as well as a separate one for my son under ********517 for same exact reservation, at same time,  with same rep and Priceline sent him attached email saying that the 654.00 resort credit would be honored via coupon upon arrival at the hotel. I should not have to come out of pocket and wait to be reimbursed. I would like the same accommodation as my son and not have to come out of pocket any more money. What I am asking for is more than reasonable considering the credit was advertised on your site and promised by your rep. As of today, the credit is still being advertised on your site. Not honoring what you're advertising as a credit vs reimbursement is bad business. I should not be penalized for your rep or company's mistake. 
  
  
  Sincerely,
  
  
  
  ****** *****

  

  Business Response

  Date: 05/07/2025

  Dear ****** *****,
  
  We received your rejection.
  
  Regrettably, we are unable to modify the room type in the hotel’s system or provide payment for resort credit at this time. Our management team has carefully reviewed your concerns, and we wish we could offer you more options.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 05/07/2025

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

  You're response is unacceptable.  The hotel portion of this reservation is able to be canceled up until close to my trip in August so why can it not be modified to include the resort credit, especially due to errors on Priceline's behalf? It is beyond unbelievable that Priceline can screw my reservation up, acknowledge it and say it's nothing you can do to correct it. I want what I was promised when I paid Priceline my money, nothing more, nothing less.
  
  
  
  Sincerely,
  
  
  
  ****** *****

  

  Business Response

  Date: 05/13/2025

  Dear ****** *****,
  
  We received your rejection.
  
  Our records indicate that we have already addressed your concern regarding your hotel reservation booked at the *** ****** ********* - All Inclusive.
  
  We understand that you are not satisfied with the resolution. We have reviewed your issue once more to ensure that we did not overlook any details that might lead to a more favorable outcome. Unfortunately, there is nothing new we can add to our previous correspondence.
  
  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.

  I’m writing to express my deep frustration and disappointment with the way both ******* and Priceline have handled my situation. I booked a flight to ***** for myself and my wife through Priceline. While navigating their website, there was no clear or obvious option to add our 20-month-old infant. Assuming we could easily address this later, we completed the booking, expecting it wouldn’t be a big deal to add our child after the fact.
  
  To our shock, when we called Priceline to add our infant, we were told they couldn’t help and that only ******* could make this change. But when we contacted *******, they told us the opposite—that since the reservation was made through a third party, only Priceline could make modifications. We’ve been bounced back and forth, wasting hours on the phone, getting nowhere. No one will take responsibility, and it feels like neither company actually cares.
  
  What’s even more infuriating is Priceline’s cold and dismissive approach. They showed zero empathy and repeatedly told us there was nothing they could do. I explained that if we couldn’t add our child, we couldn’t go on the trip—and asked for a refund. They bluntly refused. So I’m left with two awful choices: lose the money I spent on the trip or find a way to travel without my infant, which obviously isn’t possible.
  
  How can a company be so heartless? This isn’t about poor planning or user error—it’s about a flawed system that offers no real support when customers need help the most. I’m not rich. I saved for this vacation, and now I’m being punished because no one at either company is willing to step up and assist.
  
  ******* needs to revisit its policies and provide more flexibility for customers in situations like this. And Priceline needs to train its staff to show basic human decency and provide solutions—not just read scripts and shut people down. Someone has to take responsibility. I deserve better, and so does my family.

  

  Business Response

  Date: 04/22/2025

  Dear ******** ********,
  
  Thank you for contacting us regarding your ******* ******* tickets with Trip Number ********518. We are responding to your Better Business Bureau complaint.
  
  We understand that you would like to add your infant to your ticket. Regrettably, due to system limitations, we are unable to make this adjustment. Our records indicate that we reached out to ******* ******* on your behalf to request the addition of your infant. However, we were informed that the only option would be to add the infant at the airport, with applicable taxes to be paid (the exact amount was not disclosed to us).
  
  Additionally, as your tickets are non-refundable, as disclosed at the time of booking, we are unable to process your refund request.
  
  We appreciate your time and understanding.
  

  
  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.

  I paid for a hotel stay on Priceline**** for a hotel stay at ***** ***** ******* ****, located at ***** ******* ******** ******** *****. Once I arrived to ***** ***** the general manager could find my reservation in the hotel computer. Weeks later I received my credit card statement. Priceline has billed me $ 171.39. Therefore, I disputed the charge. Priceline**** send a document stating I was a NO SHOW.
  Even though, I remained in ***** ***** Hotel for about forty-five minutes on the day my reservation was schedule. My reservation date is May 3, 2024. I obtained a written letter from the general manager at ***** ***** stating they could not locate my reservation. I have not been refunded my money. In addition, I went to ***** ***** more than 3 times requesting a refund. ***** ***** general manager could not refund money because of a 3rd party billing. Priceline is affiliated with ************************** **** was assigned to escalate my customer complaint. At first it seems I might get my issues solve but results are ************************** seeks reasons not to reimburse me for hotel stays. ************************** offer no solutions no more than I am not getting my money back. I paid Priceline $171.39 for a hotel stay at ***** ***** ******* **** for May 3, 2024. Priceline**** are using fraudulent trading practices to claim a customer money after a customer pays for hotel stays.
  I do have copy of credit card statement showing I was billed $171.39 , copy of a letter from ***** ***** general manager. I will attach this information if this system allow me to upload.

  

  Business Response

  Date: 04/22/2025

  Dear **** ******,
  
  Thank you for contacting us regarding your hotel reservation at the ***** ***** ******* ** ******* ****.
  
  We are writing in response to your Better Business Bureau complaint. 
  
  We understand that the hotel did not have your reservation at check-in. Our records show that you booked the reservation through **************************. Please get in touch with them using their customer service number, which can be found in your confirmation email.
  
  We apologize for the inconvenience and hope you find this information helpful.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 04/26/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:April 26, 2025
  
  Complaint ID: ********
  
  I am not accepting response because I enter the website
  information in my computer browser . I was provided information that the sever
  in not found for **************************.
  
  Second, Priceline is committing fraud. I have
  documentations Priceline did response to ***** ***** that I was a No Show as a
  reason to not to refund my $ 171.39.
  
  Third , I need correct information to
  proceed such as ************************** . Business address for the
  organization headquarters. I have tried communication by phone with Priceline
  before my compliant was submitted to the better Business Bureau.
  Priceline**** did response to my
  credit card company it was not *************** *******.
  
  **** ******
  Complaint ID: ********
  
  
  
  
  Sincerely,
  
  
  
  **** ******

  

  Business Response

  Date: 05/02/2025

  Dear **** ******,
  
  We received your rejection.
  
  Our system show that the booking was made through **************************. We recommend reaching out to them directly for any further assistance or clarification.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 05/14/2025

  Yes I have information I want to share.

  I have verified with capital one payment of 171.39 was received and credit to my Capital  One  account . Capital One charge me interest for 12 months.  The  interest rate is 28.49% per month. 
  

  I am requesting payment from Priceline**** LLC.
  

  For May 3 2024 to May 8 , 2025 interest rate that was charged the amount is $ 48.83

   

  **** ******

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

   

  

  Business Response

  Date: 05/26/2025

  Dear **** ******,
  
  We received your rejection.
  
  As approved by the hotel, we refunded the full reservation cost. Our system processes refunds within one business day. You may contact ************************** regarding the details of your refund.
  
  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 10, 2025, I booked round trip non-stop flights for a 10 day trip to ******** (Trip# **********5-16) for my son's hockey tournament. When booking the flights, my trip fare ended up being wrong because of the poor website design at Priceline. I clicked "standard" fare, which appeared to be both for flights. When booking, the website only shows the first flight. I clicked "standard" fare for that trip, assuming that would apply to both flights. There was no prompt or anything to select a fare for the return flight home - so apparently it must have automatically defaulted to "basic" for my return flight. A few days after finalizing and paying for my flights, I inquired about possibly changing the return flight home as we wanted to stay a couple more days. It was then they told me I only had "basic" fare for my return flight, which does not allow for cancellations, changes or carry on bags. This was not the option I wanted, but because of the poor website design, I overlooked the second flight. You have to manually select both flights to select your fare, without even a prompt or notification to check the second flight. Why would you just not select for the first flight and then be brought to a new **** for the second flight? I contacted Priceline on 4/14/25 and asked to upgrade to "standard" for this flight and I said I would be happy to pay the upgrade fee. After talking to a Priceline rep and a supervisor, they told me their system would not allow them to process the change from basic to standard. Now I'm stuck with a flight I possibly cannot use and aren't allow carry on bags, even with two children. I'm disappointed that the poor website design resulted in this and that something seemingly simple, would be too difficult to change, even when I'm trying to give Priceline more money to pay for the change. I'm hopeful they can change my fare from basic to standard and I will pay the upgrade fee, or they cancel my trip, refund the money and I will rebook.

  

  Business Response

  Date: 04/22/2025

  Dear ******* ****,
  
  Thank you for contacting us regarding your *** ****** and ****** ******** tickets with Trip Number ********516. We are responding to your Better Business Bureau complaint.
  
  We understand that you are seeking to upgrade your return tickets to a standard fare. However, the fare rules associated with your ****** ******** ticket do not permit refunds or rebooking. As such, we regret that we are unable to accommodate your request.
  
  Please note that the fare rules and conditions for each airline were disclosed at the time of booking as part of your itinerary.
  
  We wish your son the very best in his hockey tournament and truly appreciate your time and understanding.
  
  
  Sincerely,
  Executive Offices

  Customer Answer

  Date: 04/22/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the poor design of the website did not prompt me to check the ****** ******** flight. When I chose the Standard fare for *********, it did not prompt me to check the second flight. Why would I choose Standard Fare for one flight and not the other? There was no indication on the website to click a tiny tab above the flight information to cycle to the second flight. Why wouldn't it automatically take you to the return flight or prompt you to check your return flight? Instead, it defaulted to basic fare. Had there been any indication to check the return flight, this would not have been an issue. I am simply asking to upgrade to Standard fare for ****** ********; or, cancel my current flights so I can rebook what I need.
  
  
  
  Sincerely,
  
  
  
  ******* ****

  

  Business Response

  Date: 04/30/2025

  Dear ******* ****,
  
  Thank you for your response.
  
  We understand your request to upgrade to a Standard Fare. Regrettably, due to the restrictions associated with your current ticket, we are unable to accommodate the upgrade.
  
  We’re sorry to hear that you found our website unclear. Please know that your feedback has been shared with our web support team for review and potential improvements. However, as the itinerary and ticket policies were presented to you prior to the confirmation of your reservation, we must assume that the terms were accepted at the time of booking.
  
  We appreciate your understanding and patience.
  
  
  Sincerely,
  Executive Offices
  
  

  Customer Answer

  Date: 05/01/2025

  
  
  Complaint: ********
  
  
  I've been a loyal customer for a long time and have spent a lot of money with Priceline so to not be able to fix a simple issue, where I would literally rebook immediately is disappointing. You wouldn't be losing money. You'd actually be gaining money. Now, I won't spend another dime with Priceline.
  
  
  
  Sincerely,
  
  
  
  ******* ****

• Initial Complaint

  Date:04/14/2025

  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 for 3/26 - 3/29 with PRICELINE that included a hotel reservation and rental car. The condition was that this was a refundable trip (could be cancelled up the 24 hrs in advance). I spoke with them on 3/23 and asked if I could cancel one of the two rooms on the reservation #**********5-18. I was able to and was told I would get a refund of $452.27. This is reflected in my on-line statement (uploaded). I have yet to receive the refund on my credit card. I have called and spoke with them on three occasions 4/2, 4/9 and 4/14. Every time I was told the credit was in process and would be received in 5 business days. They gave me a case number: **********.

  

  Business Response

  Date: 04/24/2025

  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. Our records confirm that you are due to receive a refund of $452.27 for canceling one of the rooms within the cancellation window. However, per our review, our system has not successfully processed the refund. Nevertheless, we reissued the refund of $452.27 on April 16, 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: 04/24/2025

  
  
  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:04/14/2025

  Type:Order 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.

  4-03-25 -04-07-2025, we had reservations through Priceline for ******* *** ******* *** ******. We got to our room and first thing we did was go to balcony, for what was supposed to be an ocean view. It WAS NOT!! Was the back of a restaurant, with their trash dumpsters, smelly grease containers, and people digging through the trash.
  Went down to lobby, was told that we paid for beach view NOT ocean view. That is NOT CLEARLY stated. Due to lack of correct verbage we were stuck. Tried to cancel and go elsewhere, NOPE! Neither PL or hotel would. They pretty much mocked us, as if they had us trapped. Asked to speak with GM, was laughed at and rudely given her card. Found out later, that is exactly what they did. They had 5-7 cruise ships coming in, and they knew we weren't going to be able to find a room. They have a monoply going on, which if I am not mistaken is ILLEGAL.
  Then it just gets WORSE! We had to pay $15 per day for parking, which was not clear on website. We are handicapped, 77 & 66 year old. The elevator DID NOT WORK, the whole time we were there. We had to take multiple flights of stairs, which caused us a lot of pain and distress. The bar to enter and exit parking malfunctioned every time.
  The SAFE in the room didn't work, VENT in the bathroom did't work, LIGHT BY THE DOOR, didn't work. The GUIDE on the TV, never updated. Date shown was 01-01-2018. The hotel stunk, something awful.. We went outside through a door that was supposed to be able to reenter with room key, NOPE. We had to walk all the way around the building in the cold windy rain. Tried to let them know, just got brushed off, just like everything els.
  We do a lot of traveling in the US, this was the most horrific experience. Was a birthday trip and wedding for our granddaughter. WILL NEVER USE PRICELINE or HOLIDAY INN EXPRESS AGAIN!!! Will sleep in the car before we stay there again.
  WITHOUT A DOUBT, WE DID NOT GET WHAT WE PAID FOR!!
  ALL PICTURES and videos attached.
  ****** *****

  

  Business Response

  Date: 04/24/2025

  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 your concern regarding the room type booked on your reservation. We contacted the hotel and confirmed that you were provided with a Queen Suite Beach View Balcony during your stay. The Front Desk also added that you fully utilized the booking. Therefore, the charge remains non-refundable. 
  
  As a gesture of goodwill, we sent a separate email with a coupon for a 20% discount for a future Express Deal booking. You must use the coupon by July 2025, at 3:08 PM EDT. You can use the coupon code for a single transaction, and any remaining residual value can no longer be applied to another booking. The email will contain instructions on how to redeem this coupon.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

  

  Business Response

  Date: 04/24/2025

  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 your concern regarding the room type booked on your reservation. We contacted the hotel and confirmed that you were provided with a Queen Suite Beach View Balcony during your stay. The Front Desk also added that you fully utilized the booking. Therefore, the charge remains non-refundable. 
  
  As a gesture of goodwill, we sent a separate email with a coupon for a 20% discount for a future Express Deal booking. You must use the coupon by July 2025, at 3:08 PM EDT. You can use the coupon code for a single transaction, and any remaining residual value can no longer be applied to another booking. The email will contain instructions on how to redeem this coupon.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 04/25/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Complaint: ********
  
  I am rejecting this response because:
  The MAIN view was the back of the restaurant. Looking at their trash dumpsters and smelling their grease bins. The pictures on the website are very deceiving. Did you even look at attached pics???
  WE WERE told we COULD NOT cancel. Trust me WE TRIED, through Priceline and Hotel. Did you EVEN LOOK at pictures and videos of ALL OF THE ISSUES??? Not to mention the NON-COMPLIANCE of the ADA.
   I expect AT LEAST HALF of the $1060. Your 20% coupon is an insult, after everything we were FORCED to endure, rude staff, inoperable items in the room. 
  
  
  ******* *****
  
  Sincerely,
  
  
  
  ******* *****

  Customer Answer

  Date: 04/25/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Complaint: ********
  
  I am rejecting this response because:
  The MAIN view was the back of the restaurant. Looking at their trash dumpsters and smelling their grease bins. The pictures on the website are very deceiving. Did you even look at attached pics???
  WE WERE told we COULD NOT cancel. Trust me WE TRIED, through Priceline and Hotel. Did you EVEN LOOK at pictures and videos of ALL OF THE ISSUES??? Not to mention the NON-COMPLIANCE of the ADA.
   I expect AT LEAST HALF of the $1060. Your 20% coupon is an insult, after everything we were FORCED to endure, rude staff, inoperable items in the room. 
  
  
  ******* *****
  
  Sincerely,
  
  
  
  ******* *****

  

  Business Response

  Date: 05/02/2025

  Dear ******* *****,
  
  We received your rejection.
  
  We understand how important it is to have the perfect view during your stay, and we're sorry for any confusion regarding the beach view you were promised. While we confirmed a beach view based on the attached photo, we want to clarify that we did not guarantee a direct view of the ocean. The hotel is ADA-compliant and offer a variety of amenities, including the following:
  
  - An ADA/wheelchair accessible pool
  - Accessible meeting rooms and ballrooms
  - Elevators that meet ADA standards
  
  Our ability to provide a refund is dependent on the hotel's approval. Since they have denied our request for a refund, we are unable to proceed with issuing one, and the charge will remain non-refundable.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

  

  Business Response

  Date: 05/02/2025

  Dear ******* *****,
  
  We received your rejection.
  
  We understand how important it is to have the perfect view during your stay, and we're sorry for any confusion regarding the beach view you were promised. While we confirmed a beach view based on the attached photo, we want to clarify that we did not guarantee a direct view of the ocean. The hotel is ADA-compliant and offer a variety of amenities, including the following:
  
  - An ADA/wheelchair accessible pool
  - Accessible meeting rooms and ballrooms
  - Elevators that meet ADA standards
  
  Our ability to provide a refund is dependent on the hotel's approval. Since they have denied our request for a refund, we are unable to proceed with issuing one, and the charge will remain non-refundable.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:04/14/2025

  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.

  - 04/12/25
  -$462
  - they did not use the proper credit for my flight and I was charged full credit

  

  Business Response

  Date: 04/22/2025

  Dear ****** *******,
  
  Thank you for reaching out regarding your ***** *** ***** tickets with Trip Numbers ********516 and ********517. We are responding to your Better Business Bureau complaint.
  
  Our records indicate that you requested to convert your Delta flights under Trip Number ********517 to a travel credit on April 12, 2025, at 8:46:49 PM. Shortly thereafter, a new booking was made under Trip Number ********516 at 9:10 PM. Upon further review, we have confirmed that the "Book with your credit" link in Trip Number ********517 was not used to book your new flight, which is why the travel credit was not applied.
  
  On April 13, 2025, we offered to cancel your new ticket, as it was still within its cancellable leeway, and assist you with rebooking using the travel credit. However, you declined this offer. As your travel credit is non-refundable, we are unable to proceed with your refund request. Please note that the travel credit remains available for use until March 10, 2026.
  
  We appreciate your time and understanding.
  

  
  Sincerely,
  Executive Offices