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

  800 Connecticut Avenue Extended Norwalk, CT 06854

  
• 

  Priceline.com LLC

  800 Connecticut Ave. Norwalk, CT 06854

  
• 

  Priceline.com LLC

  Norwalk, CT 06854

  
• 

  Priceline.com LLC

  800 Connnecticut Avenue 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:05/19/2025

  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 been calling Priceline since May 6th, 2025. The same night I booked this room I wasn't able to check in. Because, they don't have a lobby or a window to check in. The phone number provided doesn't work it disconnected. I spoke to several agents about this situation and supervisor and still no results about my refund. Clearly this is fraud and they keep telling me the same thing. About they can't get a hold of the hotel the number is disconnected to get a refund they sending it to the back office. This is not right someone needs to do something about this ASAP they took my money and I never stayed at they hotel.

  

  Business Response

  Date: 05/28/2025

  Dear ******* **********,
  
  Thank you for contacting us regarding your hotel reservation at the ********** ******** ****** for Request Number ********518.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that you were unable to check in for your reservation. As your booking was for a restricted rate, we contacted the hotel to request an exception or a refund on your behalf. Unfortunately, this request was not approved by the hotel.
  
  Because we value your business, we have processed a full refund of 746.69 USD for your reservation. Please note that our system typically processes refunds within one business day. You may contact your bank directly to inquire about their posting time.
  
  We sincerely apologize for the inconvenience you experienced and hope this resolution is helpful.
  
  Sincerely,
  
  Executive Offices

  

  Business Response

  Date: 05/28/2025

  Dear ******* **********,
  
  Thank you for contacting us regarding your hotel reservation at the ********** ******** ****** for Request Number ********518.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that you were unable to check in for your reservation. As your booking was for a restricted rate, we contacted the hotel to request an exception or a refund on your behalf. Unfortunately, this request was not approved by the hotel.
  
  Because we value your business, we have processed a full refund of 746.69 USD for your reservation. Please note that our system typically processes refunds within one business day. You may contact your bank directly to inquire about their posting time.
  
  We sincerely apologize for the inconvenience you experienced and hope this resolution is helpful.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 05/29/2025

  
  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,
  
  ******* **********

  Customer Answer

  Date: 05/29/2025

  
  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:05/19/2025

  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.

  Dear Priceline Customer Service, I am writing to you as a member of Priceline - username email : ****************** . associated with my name *** ****** *********. On May 14th, I made a reservation through your website for a one-night stay at the ******* *** ******* in *********. My Priceline trip #: *********15-17 Confirmation #: ********* After receiving confirmation of the reservation, I contacted the ******* *** ******* directly to inform them of our late arrival, which was expected to be after midnight. A hotel representative confirmed the reservation and noted our updated arrival time. To my great disappointment, when we arrived at the hotel at 2:00 AM, we were informed that the hotel was fully booked and they were unable to accommodate us. Instead, they directed us to another hotel called ******* ****** ********* Airport - BNA, located **** *** **** ***** ********** ** *****  It is important to note that the ******* ****** is a significantly lower in standard than the ******* *** ******* that I booked and has a considerably lower rating. In reality, our stay at the alternative hotel was indeed of a lower standard and did not meet our expectations from the original booking. Being moved to a different hotel at such a late hour of the night caused us significant distress, unnecessary inconvenience, and deep frustration. Not only did we not receive the service and standard we had planned for and paid for, but we also had to deal with discomfort and uncertainty at a difficult time. I request appropriate compensation for the inconvenience, the trouble, and the significant difference in the standard of the hotel we received compared to the hotel I booked and which was confirmed by both yourselves and the hotel itself. I expect to receive a response from you promptly and a fair resolution to this matter. Sincerely *** *********

  

  Business Response

  Date: 05/29/2025

  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 your hotel was overbooked. Upon contacting the property, they confirmed the overbooking and informed us that you were successfully reaccommodated at the ******* ****** ********* Airport. This hotel also holds a 2.5-star rating, consistent with your original booking.
  
  As a valued customer, we have processed a refund of 20% of your reservation cost, amounting to $20.19 USD. Our system processes refunds within one business day. You may contact your bank directly to inquire about their posting time.
  
  We sincerely apologize for any inconvenience this overbooking may have caused. We hope this resolution is helpful.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 05/30/2025

  
  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:05/15/2025

  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 bought a ticket with this company. It was for my son who is out of the country in *****. They had an error on their end and ended up canceling the ticket with out giving me any information or updates about it . So we thought the ticket was still valid . We come to find out that it had been cancelled in the middle of the night. When he was waiting to enter the airport. Our complaint is that they didn’t update us more when they had our information and it’s not a cheap thing to buy. When we called to make a complaint they wouldn’t even let us make a complaint about it.

  

  Business Response

  Date: 05/22/2025

  Dear  ****** ************,
  
  Thank you for reaching out regarding your attempt to book a flight ticket for your son. We are responding to your recent complaint submitted to the Better Business Bureau.
  
  Our records indicate that Trip Number *******1516 was not successfully processed. A notification was sent to you via email on the same day the booking attempt was made, May 1, 2025.
  
  "Dear ******,
  Please be advised that we are not able to fulfill your request for airline tickets due to the following reason(s):
  Airline system issue
  To ensure that no charges have been made to your credit card, please call ###-###-#### (US or CA) or ###-###-#### (International callers) between 8:00 am and 11:00 pm ET to speak with our Customer Care Team.
  Please be ready to enter your trip number, which is: *******1516 when prompted.
  Sincerely,
  Travel Services Team"
  
  We apologize for the inconvenience. We recommend visiting our website and attempting the process again at your convenience.
  
  
  Sincerely,
  Executive Offices

• Initial Complaint

  Date:05/14/2025

  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.

  On May 9th I went to purchase my flight to ******, and was using my ****** credit card to finance, and the app told me that the purchase did not go through, so I tried again, and it did. I got the confirmation email for one flight. So, fast forward to May 12th I get a notification from ****** that not only one, but two purchases from Priceline had gone through. So, I look on Priceline and see that somehow two of the same flights (dates, time, and passenger (me)) had been booked. So, I immediately call to cancel, and the rep told me that it was past refund because of ******an Airline policy. So, I call ******an and they told me one of the flights did in fact qualify for approval since they were for the same dates, time, and passenger. So, I call back Priceline and informed by a 'supervisor' that It was actually Priceline who would not refund me. He was very unhelpful and offered me no resolution. I should not have to pay an additional $600 for a mistake that Priceline made by way of an app glitch. I am a nursing student, I am going to ****** to celebrate four whole years of sobriety. I cannot afford to pay for Priceline's mistake. I will continue to escalate this situation until it is resolved. The initial representative lied to me about it being because of the airline's policy. I am a loyal customer to Priceline, but I do not see myself further using the company unless I am reimbursed. I am extremely disheartened by the lack of empathy from the representatives that I have spoken to.

  Customer Answer

  Date: 05/14/2025

  I also emailed the CEO and someone reached out to me regarding his email. A member of his executive team reached out this morning and I was granted a full refund. So this issue has been resolved. 

• Initial Complaint

  Date:05/14/2025

  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 purchased a flight to ***** ********** to see my son ******* ***** play in **** tournament. He wasn’t able to play because he contracted Covid and so did I. Mines turned for the worst because I was hospitalized for 8 -10 months. I contacted your Priceline and I was told I only had a year to use the ticket but when I tried to use it. I wasn’t allowed. I tried to use it for other services and was denied. Now my son is in the *** and I have yet been reimburse for my flight

  

  Business Response

  Date: 05/22/2025

  Dear ******* ******,
  
  Thank you for contacting us. We are writing in response to your Better Business Bureau complaint.
  
  We’re truly sorry to hear about your health challenges and hope you are on the path to recovery.
  
  Unfortunately, we are unable to locate your reservation in our system. Please note that airline tickets typically have a one-year validity from the date of issuance. As your reservation has been purged from our records due to this timeframe, we are no longer able to review or access the details of your case.
  
  
  Sincerely,
  Executive Offices

• Initial Complaint

  Date:05/12/2025

  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.

  So on the early morning of may 12th 2025 I was traveling across country and was needing to get just a few hours sleep. At this time I’m in ******* a state that I’m not familiar with I went to Priceline to book a cheap room for me to sleep in. At that point I didn’t care which hotel or where it was as long as it was close to where I currently was within like 20 miles either direction. I booked a price breaker deal so I would get one of three hotels couldn’t find out until I had paid for the room. No cancelations or changes could be made but once I booked the room it was 3 and a half hours away that isn’t my current location and I shouldn’t have to go for that using my current location should be relatively close I feel that I was preyed soon and taken advantage of. When I called customer service they said that 3 1/2 hours was close to my current location and that there was nothing that they could do.

  

  Business Response

  Date: 05/23/2025

  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 that the confirmed hotel is located far from your desired location. As you booked through our Pricebreaker option, we guaranteed a stay at one of three listed hotels, and our records show your reservation was confirmed at one of those properties.
  
  Because you booked a restricted rate, we contacted the hotel to explore the possibility of an exception or refund. Unfortunately, we were unable to obtain their approval. Regrettably, the charge remains non-refundable.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:05/12/2025

  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 7, 2025, I booked a rental vehicle through Priceline and selected ******* *** ****** based on a competitive offer of $102, which included all taxes and fees. However, when I arrived to pick up the vehicle on April 14, 2025, I was required to pay additional charges not disclosed during the online booking: $300 security deposit, $53.15 in fees, and $52.80 in tolls. I was not provided any receipts or written documentation for these charges. I returned the vehicle on April 18 at 3:02 PM (***** time) in perfect condition, as confirmed by their staff, who then drove me to the airport. I requested a return inspection document, but was told that none would be provided since there had been no documentation at pickup either. Later, at 2:25 PM (WA time), I received what they called a "rental agreement" (attached), which did not align with my original booking. However, the $300 security deposit has never been returned, despite multiple follow-up attempts. I called the number ###-###-#### and received no response. When I called the number on the receipt, a woman answered and told me it was a private number, not associated with the company. Due to the lack of communication and refund, I filed a dispute with my credit card company for the $300 deposit. Shockingly, on May 5, 2025, I was charged an additional $580 by the same company, without my authorization. They appear to have stored my credit card information and reused it without consent, sending me a new rental agreement. This transaction is unauthorized and fraudulent. In total, I am seeking the return of $880, broken down as follows: $300 unreturned security deposit and $580 unauthorized charge on May 5. This company has demonstrated deceptive and dishonest business practices, and I believe they are engaged in fraud. I respectfully request that appropriate action be taken against ******* *** ******, and that they be required to refund me the full $880. Thank you for your attention to this matter.

  

  Business Response

  Date: 05/23/2025

  Dear ***** ******,
  
  Thank you for contacting us regarding your rental car reservation with ******* *** ****** for Request Number ********517.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that you were charged for your prepaid reservation. After contacting ******* *** ******, we were informed that the charge was applied due to damage to the driver's side door upon the vehicle's return. For any inquiries or clarifications regarding this charge, please contact ******* *** ****** directly. Regrettably, we cannot assist you with their charge.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:05/12/2025

  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 4/26/25. I booked a flight international with Priceline. This flight was paid for in full. I noted when we tried to check in online that my spouses last name was misspelled. Correct spelling is ********. The name on the itinerary was ********. I placed a call starting at 200PM on 5/9/25 to Priceline to correct this. I was referred back to the airlines which referred me back to the agent Priceline to correct this. I was on hold for over 1.5 hours with Priceline I spoke with Ariel which stated they couldn’t do anything about it. I called back again and spoke with Kim at Priceline. *** *** ****. Per Kim there is no way this can be fixed. Per Kim at Priceline they can not fix this error and my spouse will miss his flight tomorrow as his name is typo’s. They are aware of the error, refuse to fix this and refuse to refund my fare. I spoke to all airlines involved and they all direct me back to Priceline stating they are the only one’s who can remedy this. I am asking for a full refund as this is an error that can easily be remedied, but Priceline refuses to do this. # for ***** *** *** **** and ****** ******** ****** **** All the airlines send me back to Priceline who states they can’t do anything about it. Meanwhile. I purchased a second flight costing me over $1000. I’d like at least a partial if not full refund or at least a credit. I know have 2 tickets for the same person. I have tried every angle to get this agent to help, they refuse. I out over $2000 at this point. It’s unfair, unethical business practice and I know they are able to refund. They just refuse.

  

  Business Response

  Date: 05/21/2025

  Dear ***** ********,
  
  Thank you for reaching out regarding your ****** ******** tickets associated with Trip Numbers ********518 and ********516. We are responding to your recent complaint submitted to the Better Business Bureau.
  
  According to our records, Trip Number ********518 was purchased on April 26, 2025. During the booking process on our website, the full itinerary was presented for your review prior to finalizing the purchase. We regret to learn that there was a misspelling in the last name on the ticket.
  
  You contacted us on May 9, 2025, to request a correction. Unfortunately, at that time, the ****** *******c office responsible for approving name changes was closed, as it operates from 9:00 AM to 5:00 PM EST. Please note that any name correction requires airline approval, and we are unable to make such changes independently. Additionally, we see that the outbound flight for this ticket has already been used.
  
  Regarding Trip Number ********516, our records indicate that this booking was voided, and no charges should have been applied. Since one ticket was utilized and the other voided, we are unable to proceed with a refund review.
  
  We appreciate your understanding, and thank you for your time.
  
  
  Sincerely,
  Executive Offices

• Initial Complaint

  Date:05/09/2025

  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.

  Booked online a hotel stay on May 7th, and purchased insurance. Within moments of the booking a window appeared on my screen offering a better price for the room from *******. I still was on the Priceline site so I decided to ask their chat bot “Penny” about that and if Priceline would match the price. “ Penny” advised me to cancel my reservation and then ask Priceline for a price match with the ******* offer. So I did that. Within seconds they confirmed my cancellation and informed me that I was only going to receive the insurance refund. Which is absurd since the reservation is for a stay weeks away, and I was following their own AI’s instructions. I called Priceline and stayed hours on the phone as I got transferred here and there with the promise of resolution. I even asked for them to just reinstate the reservation I paid for. Of course that did not happen. I also called the hotel and said please just reinstate the reservation to no avail!! It appears to me to be VERY DISHONEST and a bad trick to grab people’s money without providing the service! This should not happen and I hope these businesses get reprimanded and I get refunded the money I paid for Nothing! The stay was weeks away, they will book the room since it was really hard for me to find this availability. No excuse!

  

  Business Response

  Date: 05/22/2025

  Dear **** *******,
  
  Thank you for contacting us regarding your hotel reservation at *** ****** ** ***** ****** for Request Number ********518.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand you canceled your reservation because you found a lower rate. Our records show that Penny Bot advised you to check the cancellation policy associated with your reservation. You were also informed that if your reservation was refundable, you had the option to cancel and rebook at the lower price. When you proceeded to cancel your reservation online, you were notified that a cancellation fee would be applied. Regrettably, we cannot refund the charge.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:05/09/2025

  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 booked a rental car through Priceline for march 8, 2025. When we arrived at the airport for our rental car we were told the company couldn’t provide us a car for over 3 hours from our original time. Which was unacceptable as we had a child with us and it was already 7 pm. When I called Priceline to get a new rental car I was told I could go to the counter of another place and book one and the difference would be refunded when I sent the receipt for the new total. I confirmed multiple times that it would be refunded to my original payment method. I submitted the receipt and they said I had to wait until the reservation was complete, okay fine. I submitted it again after it was complete and they said they’d process it and it would be a check that would arrive 3 weeks after they process it. So I waited, already mad that it’s a check. It never came. So I called. They “escalated it” and it supposedly got resolved and the check will be there in another 3 weeks. Again it didn’t show. They have escalated it twice since then after at least 10 phone calls all over 30 minutes each. I still do not have my reimbursement of $288. It is currently being escalated and I keep getting told there’s nothing they can do and operations (who it is escalated to) does not talk to customers. One said they hope to convince them to send it via ***** or ****** because the amount is too high for my original payment method. I am over 2 months later and still do not have the reimbursement for money that never should have had to be spent in the first place. Please!! I just need my money back! This isn’t fair to have a customer go without nearly $300 that they didn’t expect to spend! The original cost was $90.49, which was refunded, but then I had to spend $379.20 to get a car. So they are supposed to reimburse me $288.71.

  

  Business Response

  Date: 05/22/2025

  Dear ****** *********,
  
  Thank you for contacting us regarding your rental car reservation with the **** Car Rental 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 the following details:
  
  Check Number: ********
  Amount: 288.71 USD
  Date Processed: May 9, 2025
  
  Our Accounting Team also added that the check was reconciled on May 15, 2025.
  
  We apologize for the inconvenience and hope you find this information helpful.
  
  Sincerely,
  
  Executive Offices