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:04/10/2025

  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.

  ***/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 Offices

• Initial Complaint

  Date:04/10/2025

  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.

  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 Offices

• Initial Complaint

  Date:04/10/2025

  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 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

• Initial Complaint

  Date:04/10/2025

  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.

  *04/03/2025 PAID PRICELINE $135 To book a hotel room that I was directed to by a Priceline Agent. I had been asking about a different hotel but was redirected to this one. I was persuaded away from the hotel I was inquiring about.
  * I trusted Priceline in good faith that the hotel would be safe and in good working order.
  *On 4/7/2025 I arrived at the hotel which was rundown beat up derelict cars parked in the loading zone, unhoused people with hoods and back packs walking around the property. Older beat up vehicles with weeds growing around them in the parking lot as if they do not move. The room I was given was dirty, had an open window without any screen on it the overhead light did not work unresponsive to the switch. The table lamps did not work. There were low income families living in the hotel the carpet was filthy with stains like have never seen in any hotel. It seemed very unsafe. I reported the room condition to the manger and he asked me if I wanted to go els were I said yes and he instantly refunded me a $109 deposit that he had drawn on my credit card. The manager said that I would have to call priceline about my refund because they were the ones that I had paid. Within the hour after leaving and finding a better hotel I called priceline. I had called Priceline with the hour after leaving the hotel ( university Inn Fresno). Priceline assured me that all they needed to do was verify my refund. They said they had to wait because their booking agent was unable to reach the property. I call ed Priceline 24 hours later and they reiterated the same story. I called the next morning at 9:30 agian the call enter reiterated the same script . I was tricked by Priceline into trusting them with my booking and money into a facility that was unsafe with unhoused individuals walking freely all over the property, rundown, dirty, and did not even meet the basic requirement of having working lights. I got nothing out of the transaction except extra work and frustration.

  Customer Answer

  Date: 04/11/2025

  Hello,

  I just wanted to update this account / complaint, .... after BBB sent over my complaint to Priceline (I had also filed a complaint with my bank as well)....Priceline issued me the full refund that I was looking for. I checked my bank account today and the funds are now back in my account.

  Thank you for helping me.

  It felt like I couldn't get Pricelines attention and the principal of the matter was important to me, because I had trusted them with my money and hotel booking for attending my mothers funeral.

  Thank you to any and all at BBB who helped me when I needed it!

  Cheers ****** ********

• Initial Complaint

  Date:04/10/2025

  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.

  Priceline #**********5-18 I booked a flight for ******** ******** via Priceline. My husband was hospitalized and I received a doctor's note stating he is unable to travel. I called to cancel the reservation and request a refund. The rep submitted my request as the ticket price is $678.74. ******** ******** denied my refund as that was verified after calling back Priceline. I then asked Priceline if I can request a travel credit to use for future travel. I was told once the initial request has been submitted, they are unable to update the request. I asked Priceline for a travel credit and they also denied me. This is horrible customer service from Priceline and ******** ******** and I will not feel helpless as customer service could have provided me with a resolution and neither made effort for a resolve. I will not feel helpless or hopeless that is why I thank God for ****** ******** ****** to help the consumer not feel taken advantage of behind situations beyond our control.

  

  Business Response

  Date: 04/16/2025

  Dear ******* *****,
  
  Thank you for reaching out regarding your ******** ******** ticket associated with Trip Number ********518. We are writing in response to your recent ****** ******** ****** complaint.
  
  We understand that your refund request is related to your husband's hospitalization, and we sincerely hope he is doing well.
  
  We’re pleased to inform you that ******** ******** approved a full refund for your tickets on April 13, 2025. Please note that the timing of the credit posting may vary depending on your bank’s processing schedule.
  
  We appreciate your time and wish you all the best.
  
  
  Sincerely,
  Executive Offices

  Customer Answer

  Date: 04/17/2025

  
  
  ****** ******** ******:
  
  
  
  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:04/09/2025

  Type:Facilities Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I was at the hotel, another guest started a dispute and pulled out a knife on my eight-year-old son and fiancé. The hotel staff handled it completely wrong and kicked us out, we called the police and they did find the knife and the other man arrested. They then told us we were allowed to stay, but they allowed his family to stay as well. We spent hours in the police getting questioned, we were told we couldn’t get a late check out even though we had to come back around 2 AM. We tried to call the hotel for a refund and they said they would have if we booked it through them but we booked it throughPriceline. We called Priceline and they told us they would not issue a refund because the Hampton Inn wouldn’t refund them. I would never book through Priceline in my life again. All I got offered was a 15% off coupon only through Priceline.

  

  Business Response

  Date: 04/18/2025

  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 are sorry to hear about your experience during your stay at the hotel. We address complaints directly with our hotel partners to ensure that future customers do not have the same issue. Our records indicate that you only contacted us three days after your check-out date. We contacted the property to request an exception or a refund, but we did not obtain approval. According to the Front Desk, the manager denied offering you a refund. 
  
  Since we value your business, we refunded 50% of the reservation cost for 53.98 USD. Our system processes refunds within one business day. You may contact your bank directly to inquire about their posting time.
  
  We apologize for the inconvenience and hope you find this information helpful.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:04/09/2025

  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.

  I booked a hotel and rental car with a Priceline agent over the phone. I needed to pick up the car at *** ******* airport and drop it back at ***** airport. When I saw the itinery it said I was dropping off at pick-up location. I told the agent it was incorrect. He said thats just the way their computer system shows the reservation and there wont be a problem. I was still hesitant so he puts our call on hold and checks with his manager. His manager says there wont be a problem. I told him I still wasnt comfortable so he puts me on hold and calls ***** directly. Gets back and says that ***** says they are nationwide and there is no problem.. I said all rental cars charge extra for a different drop off. The agent tells me "ALL OUR CALLS ARE RECORDED, I WOULDNT GUARANTEE YOU SOMETHING I WASNT SURE OF". Needless to say the ***** final bill included a charge of $229.72 for drop-off location.........Spoke to Priceline customer service who said that they arent responsible for faulty information from *****. One of them needs to take responsibility for this as I am not at fault.

  

  Business Response

  Date: 04/20/2025

  Dear ***** *****,
  
  Thank you for contacting us regarding your rental car reservation with ***** *********** for Trip Number ********516.
  
  We are writing in response to your Better Business complaint.
  
  We understand you incurred an additional $229.72 from the counter for their One-Way Fee. Our records show that one of our Executive Care Specialists refunded $229.72 for the One-Way Fee on April 15, 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. Please reply to the email sent to you on April 15, 2025, should you need further assistance.
  
  We thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:04/09/2025

  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 attempted to book a car rental with Priceline to pick up at the *** ***** airport. I searched this criteria online and selected the option with the best price. When I got to the airport, I was told that the car was actually at a different location. I looked at my email confirmation and now noticed that Priceline had booked my car at an alternate location without informing me that the location did not match my request. I took a **** to the address in the email confirmation from Priceline, and it was an empty storefront. I had to call the partner, *****, and they gave me a different address. I then took an **** to that address and was finally able to pick up my car. I tried to resolve this with Priceline, but I could not get in contact with their customer service team. The online tool told me to call ###-###-####. I called that number and it automatically transferred me to *****, the partner company, without giving me the option to speak to a Priceline representative. ***** could not help me because the error was Priceline's fault. I am filing a complaint to request reimbursement for the **** that I had to take to get from the airport (the location I had requested and believed I had booked) to the location in the email confirmation (which was incorrect, see attached photo), and the **** from that address to where the car actually was.

  

  Business Response

  Date: 04/20/2025

  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 requested a refund for your **** expenses for going to the correct location to collect your rental vehicle. Per review, your Contract indicates that you booked your rental car for pick-up at the *** ***** city location instead of the *** ***** airport. We presented all rental car details on your check-out page, which you agreed to by completing the booking process. Regrettably, a refund for your transportation expenses is not applicable.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:04/08/2025

  Type:Facilities Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughter (10 yrs) & I recently traveled to *******, ******* and stayed in a lower end in motel. On our last night we decided to stay an additional night somewhere nicer that had a pool & Jacuzzi. I called Priceline.com for help. We didn't care where it was as long as they had a pool & Jacuzzi. A reservation was made at ******* *** for 4/4/25. When we arrived, I was told we had already been charged for the room and we were informed the pool & Jacuzzi were cold. They weren't kidding because the heat source for both was broken. They were ice cold. I called Priceline and received a callback over 2 hrs later. The hotel wouldn't refund the room because I'd paid Priceline. Priceline offered a minimal refund of $16+ change for the $83.96 I'd paid & a 20% coupon (same as I would get as an **** Member). I wanted a full refund so Sunday they said to call on Monday & they'd see if the hotel would help refund. It's now Tuesday & they still can't find a mgr for the hotel and made the same offer. I would like the full $83.96 refunded. The # I provide below is the reference # I was given for the complaint.

  

  Business Response

  Date: 04/20/2025

  Dear ***** *****,
  
  Thank you for contacting us regarding your reservation at the ******* *** * ****** ***** **** * ******* ***** for Trip Number ********517.
  
  We are writing in response to your Better Business complaint.
  
  We understand you requested a refund for your reservation due to an issue with the jacuzzi tub heater. Our records show we called the property on April 05, 2025, and confirmed with the front desk that the heater was under maintenance. The hotel rep also verified that you stayed and used the room. Therefore, we issued a 20% compensation of $16.79 on April 09, 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. Regrettably, a refund for the booking cost is not applicable since you utilized the room.
  
  Thank you for your time, and we apologize for the inconvenience caused.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:04/08/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the 4th of April 2025 I booked a package deal for vacation to ****** for my daughter and myself. I originally open my *********** account or app and started searching andchecking for the best deals. I ended up on Priceline and because I saw the prices changing every 20 to 30 minutes, I booked as quickly as possible in doing so I guess I forgot to log into my priceline.com account to be able to utilize my VIP status I called today 8April 2025 to see if we could apply the appropriate difference. The lady I spoke with was very nice and very professional. She told me I could pretty much go to **** and I look forward to packing my bags because there was nothing that could bedone. The flight was everything was confirmed, and there was no option to even compensate me in anyway for the mistake. They couldn’t offer me any upgrades. They couldn’t do anything it was locked in place. I don’t always have a lot of money. I’ve never even taken a vacation in my adult life. this is the first time my daughter I are experiencing this. I just feel taking advantage of completely. We still want to utilize our vacation. I took the time off work. It’s herspring break we gonna go. I just feel that since they made the effort to join the Better Business Bureau that they might uphold the integrity part at the least and understand that mistakes get made and that it shouldn’t be a big deal to honor a status, especially just a few days after the reservationwas made and paid for which we paid over or close to $4000. I know that’s not a lot to some people but it’s quite a bit to us. I’ve just barely turned in my section 8 housing and have been living independently for a few years now I know that shouldn’t matter, but it kind of plays a part in why I feel so taken. I appreciate anyone’s efforts that are put toward helping me resolve this very much thank you.

  

  Business Response

  Date: 04/16/2025

  Dear ******* *******,
  
  Thank you for reaching out regarding your Vacation Package associated with Trip Number ********518. We are writing in response to your recent Better Business Bureau complaint.
  
  We understand that you would like this booking to be added to your Priceline profile and for your VIP status to be updated. If you were not signed in at the time of booking, rest assured—any reservations made using the same email address will still count toward your VIP status, even if you were not logged in. Please note that VIP status updates typically occur within 7–10 business days after travel is completed.
  
  We hope this information is helpful and appreciate your continued loyalty.
  
  
  Sincerely,
  Executive Offices

  Customer 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, ONLY IF THEY FOLLOW THRU AND MY STATUS IS UPDATED REFLECTING MY RESPECTIVE ACTIVITY AND PARTICIPATION TO MY VIP STATUS. Making sure that the folks that represent and speak on behalf of your business to your customers are fully trained, aware of these kinds of resolutions, and are competent in communicating them in their entirety, will avoid having to waste time and resources. 
  
  
  
  Sincerely,
  
  t
  
  ******* *******