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 ComplaintThe 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:04/14/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I booked a hotel room for my family through Priceline and arrived at the hotel in ****** **. The key I was given was for a room already occupied by someone else. I returned to the front desk and was abruptly informed that no other rooms were available and that I needed to contact Priceline for a resolution and refund.
I called Priceline customer service and, after a long hold, spoke with Annie. She was unhelpful and refused to transfer me to a supervisor. I’m traveling with elderly family members at night, and the room we were assigned was unavailable. We drove 30 miles to find another hotel, but Annie stated she could only offer a room in the same area. When I requested a refund, her response was highly unprofessional. My contact number is ###-###-####. Please assist with this matter.
Business Response
Date: 04/24/2025
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 for your reservation after the property could not accommodate you due to overbooking. Our system confirmed your room request based on the inventory provided by the hotel, and we did not receive a notification from property management about the overbooking. Nevertheless, our records show we canceled your reservation and refunded $122.98 on April 12, 2025. We also sent a separate email containing a 20% discount coupon that you can use on a future hotel booking as compensation. Please review the coupon's rules, restrictions, and validity date before using.
Thank you for your time.
Sincerely,
Executive OfficesCustomer Answer
Date: 04/25/2025
Complaint: ********
Sincerely Priceline Customer Service,
I am writing to address an unacceptable interaction with one of your customer care agents. The agent's behavior was highly unprofessional, including making cricket noises, whining, and refusing to assist my family. This occurred during a call on speakerphone, and my spouse also witnessed the behavior. While other aspects of our experience with Priceline have been satisfactory, this incident was deeply disappointing. Please contact me at ###-###-#### to discuss this matter further. I urge you to address this agent's conduct to ensure it does not reflect Priceline’s standards.
Sincerely,
***** ****Business Response
Date: 05/07/2025
Dear ***** ****,
We apologize if you found our Customer Service to be unsatisfactory.
Regardless of the reasons, we realize that it negatively affects our image as a service company. We have escalated your concern internally for investigation. Should it be confirmed that the agent did not adhere to our customer service standards, appropriate action will be taken. Rest assured that we value your feedback and will do our best to improve our service.
Thank you for your time.
Sincerely,
Executive OfficesInitial Complaint
Date:04/14/2025
Type: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 January 2025 I went to the Priceline website to rent a car. The rental was from Alamo on Priceline’s website. However, each time I tried to rent one, it would get to the final page and when I tried to submit the rental request, it said this car is no longer available, pick another one from our fleet. I even tried to use the chat feature to figure out why I kept receiving that message. After I tried a few times to rent a car but kept getting that message, I gave up. However, on my credit card I was charged $461.22. I checked my emails and there was never a confirmation email sent to me for any car considering I never got to the final page to rent a car anyways. I disputed the charge with my credit card company, however Priceline said I was responsible for the charge and closed the dispute. I reached out to Priceline and spoke to “Karl” with reference #********** with no help unfortunately. He said the dispute was still being resolved but my credit card company had already closed the dispute. I’m being charged for a reservation that I didn’t even have because it wouldn’t even let me reserve the car.Business Response
Date: 04/22/2025
Dear ***** *******,
Thank you for contacting us regarding your rental car reservation with ***** **** * *** for Trip Number ********517.
We are writing in response to your Better Business complaint.
We understand your rental car requests did not go through; however, you incurred a $461.22 charge for a confirmed booking. Upon review, we are aware of an issue on January 07, 2025, where customers received a Rejected notice, but the system confirmed the reservation, resulting in an unwanted transaction. However, on February 16, 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. Due to this, we could not take any action on this matter. Nevertheless, if the bank closed its investigation in Priceline's favor, please attach the dispute result to your BBB complaint so we can further review your case.
Thank you for your time, and we look forward to your response.
Sincerely,
Executive OfficesBusiness Response
Date: 04/22/2025
Dear ***** *******,
Thank you for contacting us regarding your rental car reservation with ***** **** * *** for Trip Number ********517.
We are writing in response to your Better Business complaint.
We understand your rental car requests did not go through; however, you incurred a $461.22 charge for a confirmed booking. Upon review, we are aware of an issue on January 07, 2025, where customers received a Rejected notice, but the system confirmed the reservation, resulting in an unwanted transaction. However, on February 16, 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. Due to this, we could not take any action on this matter. Nevertheless, if the bank closed its investigation in Priceline's favor, please attach the dispute result to your BBB complaint so we can further review your case.
Thank you for your time, and we look forward to your response.
Sincerely,
Executive OfficesCustomer Answer
Date: 04/22/2025
Complaint: ********
I am rejecting this response because:I have attached the Dispute Letter that was sent to me by **** in this rejection.
Sincerely,
***** *******Customer Answer
Date: 04/22/2025
Complaint: ********
I am rejecting this response because:I have attached the Dispute Letter that was sent to me by **** in this rejection.
Sincerely,
***** *******Business Response
Date: 04/30/2025
Dear ***** *******,
Thank you for your response.
We have received the dispute result showing that your bank closed its investigation in Priceline's ruling. Therefore, we refunded $461.22 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.
We appreciate your time.
Sincerely,
Executive OfficesBusiness Response
Date: 04/30/2025
Dear ***** *******,
Thank you for your response.
We have received the dispute result showing that your bank closed its investigation in Priceline's ruling. Therefore, we refunded $461.22 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.
We appreciate your time.
Sincerely,
Executive OfficesInitial Complaint
Date:04/14/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I made a reservation for a car. I called to cancel this reservation the next day. Priceline told me that there are no cancellations on this and that this is their policy. However, they never told me that this is non refundable. They also have Free Cancellations clause online. They use this to mislead customers about their policy. I am asking for a refund.Business Response
Date: 04/23/2025
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 requested to cancel your reservation. Upon review, your Contract shows that you booked an Express Deal rental car. During the booking process, we stipulated in the Booking Conditions that Express Deal Rental cars are non-refundable, non-transferable, and non-changeable, even if unused. On March 18, 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. Please get in touch with your bank for the dispute result. Regrettably, your reservation remains non-refundable on our end. We sent you a copy of your Contract for your review.
Thank you for your time.
Sincerely,
Executive OfficesInitial Complaint
Date:04/11/2025
Type: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 for a car rental. On my way to my destination, that car rental was canceled as they didn't have any cars available. I contacted Priceline, who informed me that they would refund the car rental amount and refund me any additional charges to rent a car from another rental company, which I did. Since then, I have provided all the documentation required, chatted with their customer service team multiple times, and had several phone calls that have been escalated to supervisors. I was told that my refund check was sent on Feb 19th, 2025, and it could take up to 30 business days to be received. It is now April 11th, and I have not received the refund. I spoke with Lyke, a supervisor, on 4/9 and was told I would be contacted in 24 hours with a resolution. Not hearing back, I called again today, 4/11, and spoke with another supervisor and was told to "keep my line open and I will get a call within a day." She would not provide any other information or escalate to someone else. The amount of this refund is over $1700, it is open on my credit card. I have been forced to pay interest on this outstanding amount and have wasted a great deal of my time trying to get this resolved. It has been by far my worst customer experience in my 44 years.Business Response
Date: 04/22/2025
Dear ***** *******,
Thank you for contacting us regarding your rental car reservation with ******* **** * *** for Trip Number ********518.
We are writing in response to your Better Business complaint.
We understand you have yet to receive the refund for the rate difference between your new and original rental car bookings. Our records show that we submitted a check request for $1719.55 for the rate difference to our finance team for processing on February 19, 2025. Our Finance Team confirmed they processed the check request on April 11, 2025, under Payment number ********. Please allow a few days to receive your check refund in the mail.
Thank you for your time, and we apologize for the delay in receiving your check.
Sincerely,
Executive OfficesCustomer Answer
Date: 04/28/2025
Complaint: ********
I am rejecting this response because: I would like to understand why it took so long, and so many chats, and phone calls for this check to finally be sent. I had to carry this balance on my credit card therefor I was charged interest. Is there any plan for me to be compensated for the interest this caused?
Sincerely,
***** *******Initial Complaint
Date:04/11/2025
Type: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 rented a car through Priceline and it offered us auto insurance that we then paid for through Priceline.
On march 22 2025 we went to ****** car rental in ******* ***** to receive the car we rented through Priceline and we were informed that ****** will not recognize the Priceline auto insurance and we should contact Priceline for a refund. I was in ******* ** receiving cancer treatment and reached out to Priceline on Tuesday march 25 and the representative informed us that we couldn't get a refund for the insurance. We paid for a service we couldn't use and would think it's only fair to be Reimbursed. We have been loyal Priceline customers for a long time but are extremely disappointed that Priceline thinks it’s justifiable that we paid for a service we couldn’t use.Business Response
Date: 04/22/2025
Dear ****** ****,
Thank you for contacting us regarding your rental car reservation with ****** Rent a Car for Trip Number ********516.
We are writing in response to your Better Business complaint.
Our records show that you previously sent us a complaint for the same reservation number, to which you responded with your preferred *********** refund option. We issued a $52 refund for the Collision Damage Protection charge to your ***** account. Please check your ***** account to confirm your refund.
Thank you for your time.
Sincerely,
Executive OfficesInitial Complaint
Date:04/11/2025
Type: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.
We paid Priceline for a hotel reservation on January 15, 2025 for our trip to ***** ****. When we got to the hotel they said they did not have a reservation for us. Here we were in a foreign country and couldn't speak the language and we had to hurry and find us a place to stay. It was very upsetting. Priceline refunded us the cost of the hotel and said they would give us a courtesy credit of $76.70 for our trouble. We incurred higher costs than what we were planning on and we thought that was fair. They are dragging their feet to the tune of 4 months now in giving us the $76.70 refund. The last email I got from them was on March 10th and they said in 15 days I would have the check by mail. I called today and they wanted me to wait 48 hours for a supervisor to contact me. Since February they have given me all the excuses in the book to pacify me which worked until now. I am not getting any satisfaction from Customer Service and I hope to get somewhere by filing a complaint.Business Response
Date: 04/22/2025
Dear *** ********,
Thank you for contacting us regarding your hotel reservation at the ***** ** **** ** ******* for Request Number ********516.
We are writing in response to your Better Business Bureau complaint.
We understand your concern regarding the refund due to your reservation. We reviewed the information with our Accounting Team and confirmed that the check has been processed. Below are the details:
Check Amount: 76.70 USD
Check Number: ********
Date Released: 04/11/2025
We apologize for the inconvenience and hope you find this information helpful.
Sincerely,
Executive OfficesCustomer Answer
Date: 04/22/2025
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. It should not have taken this long nor should I have had to file BBB complaint before I got satisfaction.
Sincerely,
*** ********Initial Complaint
Date:04/11/2025
Type: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.
7/23/24-7/30/24 - I booked a hotel stay through Priceline for a week thinking that all the pricing was included in the reservation. Priceline states that their pricing is upfront. They charged me $723.80 for taxes and fees wihout any further breakdown or explanation of what the taxes and fees included. I get to the hotel only to find out that I owe an additional $522.13 for taxes and fees. I paid a total of $1,345.93 for taxes and fees not including the hotel room. Apparently, they are not transparent in their pricing. To make matters worse, there was construction going on all week throughout my stay. I would like to be reimbused the $522.13 or I will no longer be using Priceline. Documentation has already been provided many times.Business Response
Date: 04/22/2025
Dear ******* ***********,
Thank you for contacting us regarding your hotel reservation at the ****** ***** ********* ****** * ****** for Request Number ********517.
We are writing in response to your Better Business Bureau complaint.
We understand that the hotel charged you for your prepaid reservation. To further review your concern, kindly provide a copy of the hotel receipt and bank statement confirming the hotel's charge. Please attach it to your complaint in a PDF or JPEG file.
We look forward to your response.
Sincerely,
Executive OfficesCustomer Answer
Date: 04/22/2025
Complaint: ********
I am rejecting this response because:Information already provided numerous times.
Sincerely,
******* ***********Business Response
Date: 04/28/2025
Dear ******* ***********,
Thank you for reaching out to us.
We confirmed the charges with the hotel. Therefore, we refunded the total amount of 522.13 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 OfficesInitial Complaint
Date:04/10/2025
Type: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.
***/BBB Complaint – Priceline Misrepresentation of Hotel Room Availability
To Whom It May Concern,
I am filing a complaint against Priceline.com regarding a deceptive and unfair business practice related to hotel booking Trip Number **********5-16.
On February 6, 2025, I booked a stay through Priceline at the ********** ***** – *** **** ******** **** for travel from March 30 to April 4, 2025. I paid $1,675.30 for an Essential Queen Room with Two Queen Beds. This specific room type was confirmed by Priceline.
However, upon arrival, the hotel informed us that this room type was never available during our dates. According to the hotel staff, this has happened before due to Priceline selling unavailable room types through a third-party inventory feed (*******), which is not synced in real-time. They confirmed that we were not the first guests affected.
This amounts to false advertising and failure to provide the services as described at the time of purchase. Priceline offered only a 20% refund despite the fact that:
• The error was on their end.
• The hotel did not have the room we paid for.
• Other customers in similar situations were given full refunds.
• We did not cancel our stay, and had to adapt to a different, much lesser, room type.
We are two elementary teachers who saved for a spring break trip, and instead were forced to accept a downgraded experience. Priceline, a multimillion-dollar company, should not be able to profit off misleading bookings.
I am requesting that Priceline issue a full refund as is consistent with both *** guidelines on misrepresentation and fair business practices, as well as previous precedents set with other customers in similar situations.
Thank you for your time and attention.
Sincerely,
******** ****
*****************
###-###-####Business Response
Date: 04/18/2025
Dear ******** ****,
Thank you for contacting us regarding your hotel reservation at the ********** ***** - *** **** ******** **** for Request Number ********516.
We are writing in response to your Better Business Bureau complaint.
We understand that you did not receive the guaranteed room type. Our system confirmed your reservation based on the available inventory our travel partner provided us during the booking process. We confirmed with the hotel that you used the reservation. Therefore, we refunded 20% of the reservation cost for 335.06 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 OfficesInitial Complaint
Date:04/10/2025
Type: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.
1/3/25 I RESERVED A ROOM AT HOTEL ******** *********, *** *******, ****S.
I PHONED THE HOTEL & ***********. 2/9/25, CANCELLED I ASSUMED IT WAS TAKEN CARE OF SINCE I HAD 2/9/25 TO DO SO. WE FOUND OUT LATE FRIDAY 2/7/25 MY HUSBAND WAS GOING TO HAVE TO HAVE SURGERY ASAP....THUS THE CANCELLATION. I'VE CALLED EMAILED I'M EXHAUSTED PLEASE HELP US! WE LIVE ON SS....THIS HIT HURTS US ALL. PS HOME FROM SURGER 3 WEEKS NOW....DOING GOOD FOR AN 83 YR OLD.Business Response
Date: 04/20/2025
Dear ****** ****************,
Thank you for contacting us regarding your hotel reservation.
We are writing in response to your Better Business complaint.
We understand you had to cancel your reservation due to medical reasons. Regrettably, we could not locate your hotel booking for the Hotel ******** *********, *** *******, **, using your name, email, and phone number. Please attach a copy of your reservation confirmation for our review so we can pull up your records.
Thank you, and we look forward to your response.
Sincerely,
Executive OfficesInitial Complaint
Date:04/10/2025
Type: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 went on Priceline.com to book a hotel room for a night at the ****** ***** in ******. When I arrived on the page the nights selected were different than the dates I needed so I changed my dates and proceeded to check out to pay for the room. Upon receiving the receipt I noticed that it was booked for the dates that the page was on when I went on not the dates I booked. I tried fo cancel and it wouldn’t allow me to without charging me over half off my booking amount. So then I had to call and attempted to get my reservation cancelled and I had to wait over 30 minutes to be told they have to go through their booking partner blah blah blah and see if they can change the dates for the reservation instead of just canceling it. This is an absolute nightmare and seems very much like a scam.Business Response
Date: 04/21/2025
Dear ***** ********,
Thank you for contacting us regarding your hotel reservation at the ****** *****s ****** for Request Number ********518.
We are writing in response to your Better Business Bureau complaint.
We understand that you intended to book the reservation for the wrong dates. 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
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