Business Profile

Travel Agency

Priceline.com LLC

Headquarters

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

7,285 total complaints in the last 3 years.
2,197 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:06/06/2022
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 and paid all my travel expense through Priceline.com. However when I tried getting my boarding pass, ******** ******** say there is a pending balance on my account and Priceline failed to collect. But that is incorrect. Priceline said everything was already collected and ******** ******** should not have charged me again. In the midst, I was about to be late for my flight so I paid for the additional charge at the gate to get my boarding pass. The ticket person at the gate gave me a receipt and told me to get a refund from Priceline or ******** ********. I have contacted both companies and now both refused to refund me my money. I don’t know what to do.
Business Response
Date: 06/17/2022
Dear ***** ****,

Thank you for contacting us regarding your ******** ******** (**) tickets with Trip Number ***********. We are writing in response to your Better Business Bureau Complaint.

We understand that you would like to have a billing adjustment.
** to verify why they charged you upon boarding. According to **, your bank blocked the payment of the $292.50 for the change made on your ticket. Technically, ** collected the fare difference for the Mar 6, 2022 exchanged.

It looks like your bank seen the transaction as fraud as the tickets were exchanged twice the same day on Mar 6, 2022.

We suggest contacting your bank if you see a charge on Mar 6, 2022 for 295.50 USD.

We appreciate your time. Stay safe and healthy!

Sincerely,
Executive Offices
Initial Complaint
Date:06/06/2022
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.
A car rental reservation in the amount of $1,425.13 was made for an upcoming trip to *** *****. The trip has been cancelled and they are telling me that is is non-refundable, non-transferrable and not credited for a future reservation. This seems quite unfair. I have never heard of such a reservation. The information was imbedded so deeply on line, that literally NO ONE would realize this until after they paid. I have called Priceline and cannot get through to a human. I want a refund.
Business Response
Date: 06/08/2022
Dear ***** *******,

Thank you for contacting us regarding your rental car reservation with *** for Trip Number ***********.

We are writing in response to your Better Business complaint.

We understand that you had to cancel your rental car due to trip cancellation. Our records show that this booking is restricted, and we presented the non-refundable nature of this offer before submitting the request. The Important Information section of your contract indicates that this special rate is non-refundable.

However, as a one-time exception, we will be canceling your reservation without a penalty. Kindly respond to your BBB Complaint before June 26, 2022. After this time, your reservation remains non-refundable.

We look forward to your response.

Sincerely,

Executive Offices
Customer Answer
Date: 06/08/2022

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: 07/25/2022
** ****

The settlement offer I received was on 6/8/22. I accepted the settlement for *** reservation #***********.

Since then, I have not received the refund, which was some $1,300+.

Anything you can do is much appreciated.

***** *******
Business Response
Date: 08/01/2022
Dear ***** *******,

Thank you for your response.

We contacted *** and verified that your reservation was unused. Therefore, we processed refunds of $1425.13 for the rental car and $260 for the Collision Damage Insurance back to the original form of payment used to make the purchase. Refunds take 3-10 business days to post to your account. You may contact your bank directly to inquire about their processing time if you need to check the status of your refund.

Thank you for your time.

Sincerely,

Executive Offices
Initial Complaint
Date:06/06/2022
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.
We rented with Priceline. The vehicle which I paid for did not accommodate my party. We reserved a7 passenger SUV and were forced into a *** van. The only SUV on property would not allow 6 people , let alone luggage. False advertising. Trip *********** 3/18-3/25 I want reimbursement for the so called upgrade.$595.00
Business Response
Date: 06/08/2022
Dear ******* & ****** *****,

Thank you for contacting us regarding your rental car reservation with *** for Trip Number ***********.

We are writing in response to your Better Business complaint.

We apologize for the inconvenience caused by an issue with car class availability at the rental counter. On May 2, 2022, 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. However, if the bank closed their investigation in Priceline's favor, please take a photo of the email confirmation from them and kindly attach it to your BBB complaint so we can further review this case.

We look forward to your response.

Sincerely,

Executive Offices
Initial Complaint
Date:06/06/2022
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 three tickets from Priceline on 3/12/22 trip #4*********6. When I contact ******** ******** on 6/2/22 at 8:32 pm I was told I would get a refund on my card. I spent over 3hrs waiting for someone to come to the line and spent over 30mins on the phone. I got transferred due to technical difficulties where I was advised due to the flight being canceled I would get a refund for the full amount of my tickets which was $357.20 (3xs) coming to a total amount of $1,071.60. I then got an email saying I need to contact Priceline after spending 4hrs with them on Thursday 6/2 for flights that were canceled on 6/3 which was on the news for the number of flights they had canceled. Over 1.3k flights were canceled higher than the other airlines. My flight was was ****** the ticket reference numbers are *********6000, *********6001, and *********6002 are the ticket reference numbers for all three that were provided to me to request a refund. I confirmed I would get a refund just to be told today that I wouldn't. I am wanting a refund for the amount $1,071.60. I have reached out to ** and Priceline multiple times and haven't received a resolution.
Business Response
Date: 06/17/2022
Dear Ms. ***** ********,

We received your Better Business Bureau's concern. We apologize for the delay, and we appreciate your patience.

We have successfully processed a refund amounting to 1071.60 USD, Today, June 17, 2022. Depending on your bank's turnaround time, the credit should reflect after a few business days on the original form of payment. Should you not see any refund, kindly contact your bank for the status.

We are deeply sorry that you had to go through a long process. Rest assured, we will work harder to make things better going forward. Stay safe and healthy!

Sincerely,
Executive Offices
Initial Complaint
Date:06/06/2022
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 made reservations for ***** * ******* on 06/05/22 for 06/05/22-06/06/22 I was charged $66.56 by Priceline at the time I reserved, when I checked in I was charged an additional $61.44 again for the room. I was double charged for the room by Priceline.com, they initially told me on 06/05/22 that they would refund the second charge in full, now they are refusing and giving me the run around AFTER I sent them the screenshots showing I was charged twice for one room!!!!! I want my money refunded and them fined!!!! They are scammers!!!!
Business Response
Date: 06/08/2022
Dear ****** ********,

Thank you for contacting us regarding your reservation at the ***** * ** ******* ******** for Trip Number 5*********4.

We are writing in response to your Better Business complaint.

As we understand, you received two charges for this reservation. Our records show that you only have one booking with us, and we only charged your card $66.56 once. We also reached out to the hotel and confirmed that they did not charge you for this booking. They only asked for your credit card for incidentals but never billed it. The property also mentioned that you threatened them and kept yelling in their office regarding this issue.

Kindly contact your bank to confirm the charges on your account for this transaction. If there are charges from the hotel and Priceline for this reservation, kindly attach your latest bank statement to your BBB Complaint for review.

Thank you for your time.

Sincerely,

Executive Offices
Initial Complaint
Date:06/06/2022
Type:Sales and Advertising 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 June 4th, 2022, I made a reservation through Priceline for a rental car. My wife had just gotten in a car accident and we needed a rental car for her to drive. Several minutes after making this reservation, we found a better price elsewhere and called Priceline to cancel this reservation, and were told that they would not give us a refund because the reservation was "non-refundable", and furthermore, we were told that this was "clearly displayed" every step of the way while making the reservation. Going back to Priceline's website to check this claim, it is indeed marked as "non-refundable" while checking out - however, this information is included in small print, among other legal copy, at the very end of the checkout process, with absolutely no other indicators of "non-refund-ability" before this (try it for yourself here - look for the cheapest cars and walk through the checkout process: **************************** Chances are, you selected an "Express Deal! Up to 40% Off!" and fell into the same trap as I did). At the end of the day, maybe I should have read the fine print more closely to make sure I knew exactly what I was buying, and that's why I'm not even looking for a refund for myself anymore. What I want instead is for this fine print to be made much more visible on Priceline's site, i.e. directly in the search results, so that customers know exactly what they are selecting. Advertising non-refundable tickets/rentals/etc. as "Express Deal! Up to 40% Off!" or other such marketing tactics, only to say "non-refundable" among all the other legal terms at the very end of the checkout process is a predatory practice and not in customers' best interest. If customers who are paying for these items really do want the "non-refundable" option in exchange for a small discount, as I'm sure Priceline will argue, then Priceline has nothing to worry about by making its terms more clear (though I sincerely doubt this will be the case). Thank you for your time.
Business Response
Date: 06/08/2022
Dear ***** ********

Thank you for contacting us regarding your rental car reservation with **** **** * *** for Trip Number 5*********5.

We are writing in response to your Better Business complaint.

We understand that you requested to cancel your reservation. Our records show that this booking is restricted. We presented the non-refundable nature of this offer before submitting the request. The Important Information section of your contract indicates that this special rate is non-refundable. Therefore, we are unable to process a refund for this booking.

We appreciate your time.

Sincerely,

Executive Offices
Initial Complaint
Date:06/06/2022
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 with Priceline on 4/30 for a hotel in ********* ********, I followed up on 5/10 as you can see in the emails to make sure there are no issues with the booking and was told by a live representative that my booking was 100% confirmed. The booking is for 6/7-6/15. I have paid for this booking in full, on 6/3- a few days before flying to another country. Priceline sent me an email as pictured raising the price tremendously on the grounds of there was an issue on the resorts end. This is very unprofessional and unacceptable, this adds a great stress when this is supposed to be a vacation. I did everything that was required of me, it is not my problem that there was a “mistake” from the resort. I am seeking for my booking to be honored as promised, there was a sufficient amount of time from when the booking was made and when I followed up on 5/10 to confirm for corrections giving me enough time to make other arrangements. Please help, this is incredibly unprofessional.
Business Response
Date: 06/13/2022
Dear ******** ******,

Thank you for contacting us regarding your hotel reservation at the *** *** **** ***** * ****** **** for Request Number ***********.

We are writing in response to your Better Business complaint.

As we understand, you have concerns regarding the confirmation of your reservation. Our records indicate that one of our Executive Office representatives requested a hotel receipt of the additional charges at the hotel. Kindly respond to the email received from the said team.

We hope you find this information helpful.

Sincerely,

Executive Offices
Business Response
Date: 06/13/2022
Dear ******** ******,

Thank you for contacting us regarding your hotel reservation at the *** *** **** ***** * ****** **** for Request Number ***********.

We are writing in response to your Better Business complaint.

As we understand, you have concerns regarding the confirmation of your reservation. Our records indicate that one of our Executive Office representatives requested a hotel receipt of the additional charges at the hotel. Kindly respond to the email received from the said team.

We hope you find this information helpful.

Sincerely,

Executive Offices
Initial Complaint
Date:06/06/2022
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 made a reservation through Priceline for a hotel called "**** *** ** ******* ***** ********" with Itinerary#************** but when I arrived at the hotel, to put it frankly, it was a rat's nest and not habitable for a reasonable person. I immediately told the front desk person that I could not stay, and he told me he issued a refund and it would take 2 days to show back on my card. I then went to another hotel and was informed that at least 5 other people cancelled there in the last week to stay at their hotel because of the same issues. After numerous attempts to contact Priceline, they have NOT refunded my money. I am seeking a full refund and $500 for wasted time in calling them over three days. I will not settle for anything less and will sue in small claims court if this is not resolved.
Business Response
Date: 06/08/2022
Dear ******* *********,

Thank you for contacting us regarding your reservation at the **** *** ** ******* ***** ******** for Trip Number 5*********8.

We are writing in response to your Better Business complaint.

We understand that you were unhappy with your hotel accommodation. Our records confirm that the property has refunded the total cost of this booking. Therefore, we processed a refund of $76.97 back to the original form of payment used to make the purchase. Refunds take 3-10 business days to post to your account. If you need to check the status, you may contact your bank directly to inquire about their processing time.

Thank you for your time, and we hope you find this information helpful.

Sincerely,

Executive Offices
Initial Complaint
Date:06/06/2022
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.
Hotel reservation confirmation ********* - Trip Number: ************** May10-16th to ******** *** *** **** *****. Paid for a balcony bayside room. We did not get a balcony room. It was a small ordinary room with no microwave, fridge or any sort of amenities (supposedly a 4 star hotel). We had to request * times to get wash clothes in our room. Ate breakfast once and were given the wrong items and food that was received was overcooked and horrifically salty. Our room was also charged for someone else's meal the following day. We had to wait in line every day to get a piece of paper to get our car out of the garage that we had to walk 2 blocks to get to and pay for parking every day. This was the worst hotel experience we have ever had. I requested a refund since we did not get the room that we paid for. The Sheraton said the booking that was sent from Priceline did not state we wanted a balcony room and would not refund us because the reservation was made through Priceline. I contacted Priceline on May 2*rd and stated all of the above. They attempted to contact the hotel and said they did not answer. I was told my case was being escalated and would receive a resolution in 2-5 business days and given case #**********. Did not hear back and called again June 2nd. I was told I would receive a call within an hour and was given another case # **********. No call received. I called back June *rd and was transferred to a Senior Team Member in the escalation department who hung up on me. I then sent a text message to Priceline for resolution who said the case was escalated to customer relations and to expect a resolution in *-5 business days. When I expressed that it was ridiculous that I am being strung along for almost a month now I was told I could not receive a refund because they could not get in touch with the hotel! I stated I was contacting the BBB and the person did not care and that was "how their process worked". I am beyond angry and frustrated and want a refund.
Business Response
Date: 06/15/2022
Dear ***** ***********,

Thank you for contacting us regarding your hotel reservation at the ******** *** *** **** ***** for Request Number ***********.

We are writing in response to your Better Business Bureau complaint.

We understand that you have concerns regarding the hotel's charge and accommodation during your stay. We contacted the hotel and confirmed that they provided you with the guaranteed room type (Guest Room, King, Bay view). They also confirmed that they charged you a total of 105 USD, which includes the breakfast and late check-out fee. We address complaints directly with our hotel partners to ensure that future customers do not have the same experience. Their system does not note any issues brought to them during your stay.

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 1* September 2022 at 5:1* AM EDT. You can use the coupon code for a single transaction, and any remaining residual value can no longer be applied to another booking. The email will contain instructions on how to redeem this coupon.

Thank you for your time.

Sincerely,

Executive Offices
Customer Answer
Date: 06/15/2022

Complaint: ********

I am rejecting this response because: The hotel reservation was for a BALCONY bayside room - we did not get that. I notified the front desk of this issue right away and they said it was not their problem - that Priceline did not enter the reservation correctly for a BALCONY room (attachment shows Priceline error where bay view was entered twice instead of BALCONY). We had to go to the counter EVERY DAY for * days straight just to get wash clothes! The breakfast was wrong and disgusting, we were charged for another person's room on a separate day, and yes we were allowed to check out a few hours later. The refund for the breakfast and being allowed to stay a few extra hours because of our late flight DOES NOT excuse that we did not get the BALCONY bayside room that I PAID FOR! Not to mention the run around I have been given by Priceline for the past MONTH! I expect a refund of 1*88.88 for this horrible stay. I have not placed a review yet and the outcome of this will determine exactly what kind of review I will be placing along with contacting Consumer Protection. Priceline made a huge error and it is time to correct it.

Sincerely,

***** ***********
Business Response
Date: 06/19/2022
Dear ***** ***********,

We received your rejection.

Our records indicate that we did not guarantee a room with a balcony. We sent a copy of the contract page presented during the booking process that shows the room requested is King Bed - Bay View. We confirmed with the hotel that the charges are for the breakfast cost and late check-out fee. The hotel's check-out time is 11:00 AM. It is at their discretion to charge additional fees for late check-out. Regrettably, we cannot issue any refund.

Thank you for your time.

Sincerely,

Executive Offices
Customer Answer
Date: 06/21/2022

Complaint: ********

I am rejecting this response because: I called Priceline when I received the paper from Priceline and noticed that it said BAY VIEW TWICE instead of BALCONY and BAY and was assured by your representative that it was corrected and I was all set. I was never given an updated receipt and believed in good faith that your representative did his job. Priceline made a vital error and is now refusing to appropriately address the problem. I am demanding a refund for the room that I PAID FOR AND DID NOT RECEIVE. It is not right that you get paid for a service you did not provide.

Sincerely,

***** ***********
Business Response
Date: 06/26/2022
Dear ***** ***********,

We received your rejection.

We reviewed the information during the booking process and confirmed that we did not guarantee you a room with a balcony. You only requested a room with a bay view but no mention of a balcony. Our records indicate that you waited till you received the itinerary, but you did not mention any complaint about the confirmed room type. The only call you made to us after the day of booking (Apr 8, 2022) is on May 2*, 2022, with concern regarding your completed stay.

We have provided you with the reservation you requested. There is nothing we can add to what we already stated in our previous correspondence.

Thank you for your time.

Sincerely,

Executive Offices
Initial Complaint
Date:06/06/2022
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 6/2/22 I used priceline to schedule airfare, car rentals and a hotel stay. Priceline engaged in deceptive practices by imposing varying cancelation terms and policies for each reservation made. Each potential reservation clicked on resulted in a new tab opening. While most of the reservations made allowed for cancellation, either within the first 24 hours or at anytime, one of the multiple car rental reservations does not allow either modifications or cancellation of the reservation. I did try to modify the reservation so that I could pick it up the same day, just several hours earlier, but multiple priceline representatives refused to accommodate the change or allow me to cancel the reservation. While a uniform policy that did not permit modifications or cancellations would have been harsh, it would have been fair if clearly stated and uniformly applied. However, Priceline's current system, imposing harsh terms that prohibit any modifications to only a small minority of its reservations, is unfair and deceptive as consumers are unable to reasonably keep track of the different terms and conditions being offered for each of the many reservations being considered. Unless Priceline decides to impose a uniformly harsh policy, it should offer at least a several hour grace period on all reservations made to allow for the correction of mistaken bookings. The confirmation number is ***********. Trip number is **************. Car rental from ****** **** * *** from *********** *** **** ******* to ****** ******.
Business Response
Date: 06/08/2022
Dear **** ******,

Thank you for contacting us regarding your rental car reservation with ****** **** * *** for Trip Number ***********.

We are writing in response to your Better Business complaint.

We understand that you want to change your pick-up to an earlier time. Our records show that this booking is restricted. We presented the non-refundable and non-changeable nature of this offer before submitting the request. The Important Information section of your contract indicates that this special rate is non-refundable, non-transferable, and non-changeable even if the reservation is unused. Therefore, we are unable to modify or process a refund for this booking.

However, as long as ****** **** * *** has a Standard-Size Car available, you should not have a problem picking up your car early. If you keep your vehicle longer than the original reserved amount of time, charges from the rental company may apply.

Thank you for your time, and we hope you find this information helpful.

Sincerely,

Executive Offices

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