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:05/28/2025

  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 hotel room at ***** ******* ******* through Priceline for May 26-31, 2025. When booking, different room types had different rates and I selected a more expensive room type (King bed, oceanfront) which was about $300 more than a city view room option. When I checked in to the hotel, they said the room type on the reservation Priceline sent was for city view. I spent multiple calls and multiple hours while on vacation between Priceline customer support and the hotel staff trying to either get the correct room type that I paid for or a refund on the difference of cost of the room type I got. Priceline Support gave me the run around and put me on hold several times, some exceeding an hour wait time after being told it would be 15 minutes to find a supervisor to help me resolve this. I am seeking Priceline to refund me the price difference ($300) of the room that I paid to upgrade to vs. the room type the gave me.

  Customer Answer

  Date: 05/31/2025

  After calling Priceline's Support for the 5th time, I was eventually offered a refund of $198.  This is not the entire difference that they should pay me, but I accepted this because I have spent several hours and at this point am willing to accept this partial refund and no longer waste time trying to resolve this with Priceline.  You can close this case.  The tactics Priceline is using is unethical though and is designed to do exactly this, which is waste the customer's time until they eventually get so frustrated that they give up.

• Initial Complaint

  Date:05/21/2025

  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 two one-way tickets in January using Prcieline express deals. Given the multiple flight delays associated with the tragedy at *** airport, ******** Airlines indicated they would refund the cost of the airfare, and travel was canceled. However, ******** Airlines refunded Priceline and then Priceline refunded me, but only for half of the cost of the tickets. I have called Priceline multiple times to obtain the other half of the refund, and I have been told that Priceline has to receive the reimbursement from ******** Airlines before they will reimburse me. They continue to tell me they will follow-up and they never do. I do not think that is right. If I am due 100% of the refund because of something I had no control over, and ******** Airlines agreed that that the flight should be refunded, then Priceline should go after ******** Airlines for the difference in what they feel they were entitled to. I should not be held liable for that and Priceline remain whole.

  

  Business Response

  Date: 06/02/2025

  Dear ***** *********,
  
  Thank you for reaching out regarding your ******** Airlines ticket associated with Trip Number ********516. This message is in response to your recent complaint submitted to the Better Business Bureau.
  
  We understand that you are seeking a full refund for your tickets. Please note that on March 6, 2025, we received a check refund from ******** Airlines in the amount of $64.41 per ticket, totaling $130.82, which we have already processed on your behalf.
  
  While we are currently following up with ******** Airlines to clarify why only $130.82 was issued, we have, as a courtesy and in recognition of your status as a VIP Gold member, processed an additional refund of $144.97 today, June 2, 2025, in accordance with your request.
  
  Please note that refunds are processed within one business day, though the time it takes to reflect in your account may vary depending on your bank's processing times.
  
  We appreciate your patience and value your continued trust. We look forward to assisting you with your future travel needs.
  
  
  Sincerely,
  Executive Offices

  Customer Answer

  Date: 06/03/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID *****843, and find that this resolution is satisfactory to me. As of June 1, 2025, they have indicated they have processed the refund of the total amount. If it does not post to my bank, I will let you know. Thanks so much for your work and all you do!
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:05/20/2025

  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.

  I thought I booked a 3-4 star hotel through Priceline for a stay at the ********* ******** 05/16/25-05/18/25 and was very disappointed with my stay. When I arrived the hotel is definitely a motel and not a hotel right off the freeway which is extremely deceptive. I go to the front desk and inquire about the hotel and no one has any information. I check into my room and immediately notice stains in the bathroom and not enough towels. After the long drive I attempt to try to get some sleep and the people upstairs walked back and forth and allowed their toddler to run across the room until after 3am. I attempted to call the front desk and no one answered. I talked to the front desk the next morning about the condition of the room and noise and gentleman stated he would have notify housekeeping to bring more towels. I said what time is that since it was after 10am. I left for the day and didn't return until the evening and noticed my request still hadn't been done. I saw housekeeping cleaning a room near by and asked for towels when she stated there were not enough and she only had a few. That I should talk to the front desk about my concern. The run around at the motel was insane. My last night there again I have had another long day and needed rest before check out but I was met with the same noise of walking and running across the room to 4 am. I slept maybe a few hours before checking out and driving the 2 1/2 hours back home for proper rest. I feel as though I as misled and wasted my money for a weekend of subpar standards. I called Priceline 05/19/25 to express my concerns and was told I would receive a call back and never did. I would like a refund.

  

  Business Response

  Date: 05/30/2025

  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 you were dissatisfied with your recent hotel stay. Please know that we take guest feedback seriously and address all concerns directly with our hotel partners to help prevent similar issues in the future. Following your feedback, we contacted the property to request an exception or a refund for your reservation. Unfortunately, this request was not approved, and the reservation 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 August 28, 2025, at 2:25 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 bringing this to our attention.
  
  Sincerely,
  
  Executive Offices

  

  Business Response

  Date: 05/30/2025

  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 you were dissatisfied with your recent hotel stay. Please know that we take guest feedback seriously and address all concerns directly with our hotel partners to help prevent similar issues in the future. Following your feedback, we contacted the property to request an exception or a refund for your reservation. Unfortunately, this request was not approved, and the reservation 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 August 28, 2025, at 2:25 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 bringing this to our attention.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 05/30/2025

  
  Complaint: ********
  
  I am rejecting this response because: I will never book with Priceline again. I find there 20% coupon insulting especially since they claim they care about the customer. It took the company over two weeks to get back to me after contacting them immediately about my stay another long wait regarding this complaint. 
  
  Sincerely,
  
  ******** *******

  Customer Answer

  Date: 05/30/2025

  
  Complaint: ********
  
  I am rejecting this response because: I will never book with Priceline again. I find there 20% coupon insulting especially since they claim they care about the customer. It took the company over two weeks to get back to me after contacting them immediately about my stay another long wait regarding this complaint. 
  
  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.

  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.

  05/13/2025 I am trying to rent a car for Memorial Day Weekend, I was utilizing Priceline. I was looking at **** cars, I got switched to a company called ****. I was not familiar with ****, thought it was car model I had not heard of. I did this about noon. I realized this was a company I was not familiar with and immediately tried to cancel. Priceline says you must cancel with ****, but **** requires you to have an account. Idownloaded app, no trip listed but my email from Priceline says I have been charged. No real person to speak with at Priceline. I asked its AI Penny trip asst, to cancel. I was told non refundable since less than 24 till reservation. Date of reservation over a week away. **** will not answer my call now

  

  Business Response

  Date: 05/27/2025

  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 since you are not familiar with the rental car company, ****. Upon review, our records show that **** is the provider for your reservation. Please contact **** at ###-###-#### for your cancellation request.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• 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.

  Well, it was that much more expensive for the three-bed, two-bedroom suite, and so I booked that for four days, Monday through Friday, checking out Friday morning. Well, and I got a great deal online, and me and the gal sat there, and I went in-depth. I mean, I was on Priceline.com, and me and her both checked. We both determined that the pictures on the Priceline.com for that room were actually incorrect. It said the three-bedroom family suite, but it had pictures of their honeymoon suite, so I mean, we both made a note and discussed that or whatever, and I mean, I sat there and literally booked that three-bed family suite, and I booked it. She received it and booked me in, checked me in, and I stayed there in that three-bed suite last night, and now today, now the hotel's calling me saying that I only booked for two queens, and the itinerary from Priceline now says that I have for two queens, but I go back on to Priceline.com, and I pull up that three-bed family suite. Well, guess what? It is booked for the days that I booked it because of my booking, and I don't know what the hell to do. The representatives simply look at what the system has on their screen and won't even acknowledge the possibility even with all the extra details like the wrong images and the ongoing conversations we had about that the hotel lady telling me what Priceline actually pays for the regular room versus what they paid last night for this suite per night and the difference between the two and magically the room I can still stay in if I pay more is open if I want to pay more but as a picture shows miraculously it's sold out today now for the exact nights I booked but that is a possible error on the system but nothing else can be this is not the first time something has happened like this with this particular hotel and Priceline I had to pay out of pocket the full price due to their mistake which they refunded and gave me 20% off next visit and booked the wrong room

  

  Business Response

  Date: 05/27/2025

  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 about the room type you received. Our records confirm that your reservation guaranteed a non-smoking room with two queen beds. While we acknowledge the information you provided, our system indicates a different room requested during the booking process. We have sent a copy of your contract page for your review. Unfortunately, we are unable to process a refund.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices
  

• 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.

  This is a complaint about my rental car through Priceline (Priceline.com). I rented a car for April 20, 2025, to be picked up in ******** **. The c ar had to picked up at an office managed by Priceline's contractor, ****** (*******************). When my wife and I arrived at the specified site, there were no employees at the office or around it. For that reason, we could not pick up our car and found ourselves without a rental, in ******, out of *** ****** where we reside. I called Priceline immediately, and a customer service agent promised to refund this rental. No refund was received, despite multiple phone and email communications with Priceline and their promises to return the money they owe me. Priceline agents and supervisors keep telling me that they tried to contact ****** to obtain their confirmation, but ****** never replied. It is now day 23 since the rental non-event, and refund was issued. The amount of the refund is $296.87. Priceline Trip Number: **********5-16. Confirmation #: **********. Copy of the reservation: **************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************

  

  Business Response

  Date: 05/27/2025

  Dear ****** ********r,
  
  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 apologize for the inconvenience you experienced at the rental counter during your recent visit. We understand how frustrating it can be to arrive and find that no employees are available to assist you. We have contacted ****** multiple times on the status of your reservation; however, we have not received a response from the rental car company. Nevertheless, we canceled your reservation and refunded $296.87 to the original form of payment used to make the purchase. Our system will process your refund within one business day. You may contact your bank directly to inquire about their posting time.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices