Complaints

• Initial Complaint

  06/02/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  When making my reservation for 3 couples at the ****** ** ******* ****** for Aug 16 & 17 2024 (************ ************ ***********) I thought I was making the reservation through the hotel website. But when calling the hotel back to make a change I was informed I had made my reservation through a third party, Priceline Partner Solutions. So I called PPS to make my changes and upon receiving my receipt for a total of $******* for the three rooms for two nights, I noticed an additional charge that was never discussed of $****** for a tax recovery charge and service fees for the 3 reservations, for a new total of $*******. I called Priceline Partner Solutions, *********** to dispute the charge and the agent was unable to explain how this charge was calculated, that their computer systems calculated it and the agents don’t have access to those details or the authority to credit it back. Upon requesting to escalate she said I had to send an email. She gave me a case number ********* I sent an email to Priceline Partner Solutions about my dispute and requesting a credit. The email auto replied saying pls wait up to 7 days for a reply. I waited 2 weeks and tried again. Every time I tried to email them I got the same auto reply to wait 7 days for a response. I never received a response and any other phone number I have looked up on line gets me no where. So after going through extensive hip replacement surgery I am now able to try again to get this resolved. * **** * *** ********* ******** *** ***** ******** * ********* * ******** ** *** ******* **** *** **** * ***** *** *** ********* ** *** ***** ******. ** ***** * ** ****** *****. I did try one last time to call PPS to try and resolve this dispute and after a 45 minute discussion with Jose he said he couldn’t help me, I asked to be transferred to a supervisor. He said there are none available but I will ask one to call you back in 2 hours (Feb 4 at 4:30 PST) which did not happen.

  Business response

  06/02/2025

  Dear Carolee,
  
  Thank you for contacting us regarding your hotel reservation at ****** ****** ********** ***** * ****** for Reservation Numbers ************ ************ ************
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand your concern regarding the charges on your reservation. During the booking process, we provided you with a summary of the charges, including the amount for the taxes and fees. We don't have a breakdown of the amount for taxes and fees, but we sent you detailed information about the charges or taxes you paid via email. Regrettably, we cannot issue a refund.
  
  Thank you for your time.
  
  Sincerely,
  Priceline Partner Solutions

  Customer response

  06/02/2025

   
  Complaint: ********
  
  I am rejecting this response because:
  As outlined in my original complaint I was not informed of this charge. I was told the total was $******* and then upon receiving confirmation of the reservation was when I saw that I was billed an additional  $******. This is what I am disputing and would like to have refunded.
  Sincerely,
  
  Carolee ********

  Business response

  07/02/2025

  Dear Carolee,
  
  We received your rejection. 
  
  We have thoroughly reviewed your concern and have verified that all booking information was transparently advised and agreed upon during the booking process.
  
  We understand your concerns regarding the reservation charges. However, there was a 189-day window to cancel the reservations and receive a full refund of your prepayment. 
  
  We realize that this may not be the outcome you were hoping for, but we appreciate your understanding.
  
  Thank you for your time.
  
  
  Sincerely,
  Priceline Partner Solutions

• Initial Complaint

  13/01/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On January 21st 2024, I booked a hotel stay through (what I thought was) the ** *********** website for August 12th through August 16 2024. I had begun my reservation through ****** membership benefits' link and had no reason to be suspicious of the process which I have done many times before (and since). I was unknowingly transferred to a third party website. The third party site is an exact mimic of the hotel website so I thought I was booking with the hotel. When I received my confirmation email (from an addressed designed to look like it was from ** ***********) they had charged me 50% more than the price I agreed to for "Tax Recovery Charges and Service Fees". This charge was not advertised when I made the reservation. I would never have agreed to pay such a ridiculous fee (50% of the cost of the room). When I was making the reservation, it said the purchase is subject to hotel cancellation policies which I reviewed and was comfortable with. The confirmation email AFTER the purchase was made says there is a cancellation charge that is equivalent to the cost of the entire reservation. I immediately canceled the reservation and received a confirmation of my cancellation. I contacted the hotel and learned, for the first time, that a third party booking agency called "***** ******" aka "*** * ****" had been involved. The "***** ******" customer service representative said I had agreed to the service fees and cancellation policy which is NOT true. Your practices are ************ misleading people into thinking they are on a different website, charging ridiculous hidden fees, and then once the **** has been pulled off they deny refunds per their policy which is not advertised *** **********  ****** *** refund the entirely of the money you have ****** from me ($********) * **** **** ***** ******

  Business response

  21/01/2025

  Dear Emily ********
  

  Thank you for contacting us regarding your hotel reservation at ** ********** ********** for Reservation Number ************ We are writing in response to your Better Business Bureau complaint.
   
  We understand your concern regarding the charges on your reservation. During the booking process, we provided you with a summary of the charges, including the amount for the taxes and fees. We don't have a breakdown of the amount for taxes and fees, but we sent you detailed information about the charges or taxes you paid via email.
   
  We are pleased to inform you that ** ********** ********** has approved your refund request. For our customer’s security, we do not hold sensitive information for prolonged periods of time. Due to the age of the reservation, your refund will be sent in the form of a check, for the amount of US$********. The check will be sent to the address that we have verified in email correspondence.
   
  We appreciate your understanding.
   
  Sincerely,
  Priceline Partner Solutions

• Initial Complaint

  17/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I clicked on an advertisement for a hotel room that was spoofing an appearance of being directly onsite with the hotel; when I entered the page I was prompted for my address and payment information; when I scrolled down to review charges, there was no such list and the website froze; when I refreshed the site my bank was charged multiple times and I called the bank immediately as I had never seen the charges nor accepted them. There is no way to contact this company which provides a software for "travel affiliates" to sell rooms so there is a third party affiliate using a third party company **** ** ******** *** ***** ** *** **** *** **** ** ** ***** ** ******* ********* *** ***** ** ** *** *** ********* ** ******* *** ******* ********* I have left message sand sent emails and only receive the same form letter over and over telling me I must "accept" the cancellation penalties which I never agreed to nor have I ever seen,

  Business response

  17/12/2024

  Dear Kristen *********

  Thank you for contacting us regarding your reservation at the Tuscany Suites & Casino Hotel for Reservation Number ************
  
  We are writing in response to your Better Business complaint.
  
  We understand you requested to cancel your reservation because you thought you were booking directly with the hotel. During the booking process, we stipulated in the Booking Conditions that this booking is Non-Refundable and cannot be amended or modified. Failure to arrive at your hotel or property will be treated as a No-Show, and no refund will be given (Property policy). 
  
  Furthermore, we have contacted the hotel multiple times for a penalty waiver but have not obtained approval to process a refund. However, our records indicate that the property has not charged for the reservation as of this writing. Therefore, we made a one-time exception and refunded US$****** to the original form of payment used to make the purchase. Our system will process your refund within one business day, and you may contact your bank directly to inquire about their posting time.
  
  Thank you for your time.
  
  Sincerely,

  Priceline Partner Solutions
  

  
  

  Customer response

  18/12/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I am writing to formally address the ********** *** ********* practices facilitated by Priceline Partner Solutions (PPS) through their affiliate network, specifically an entity operating under the name "Get a Room." *** ****** ******** ***** ******* ********** ** **** ********** *** **** ******** ********** **** *** demand immediate resolution, including a refund of my funds and compensation for the time and effort required to resolve this matter.
  PPS provides an API that allows independent third-party affiliates, such as "Get a Room," to sell hotel room inventory on their platforms. In this case, "Get a Room" employed ********* practices to lure users to their website under the pretense of legitimate hotel booking services.

  
  "Get a Room" displays advertised room rates designed to entice users, but these rates do not include hidden service fees that are improperly bundled into "expected taxes." **** ** ** ***** ********* ** ********** **** ***** ******** **** *** ******* ** ********* ************* ** ********* ****** * *********** ** ********* *********** ******** *** *********** **** ********
  Upon reaching the "Get a Room" booking page, I was prompted to enter personal and payment information. However, the website did not provide a clear breakdown of charges (room rate, taxes, and service fees) ** ******** ** ************ ******** ********** ********* *** ******** ** **** ********* *********** *********** * ****** ** ********** ***** **** ***** ** ****
  While attempting to review charges on the mobile site, the screen froze, and my credit card, which had auto-filled via my browser, was charged multiple times without my authorization. **** ************ ******** ******** ******* **** ***** *** ********** **** ******** *** *** ****** *****).

  
  Efforts to resolve the issue were met with significant barriers. "Get a Room" representatives refused to provide a refund or acknowledge the technical malfunction that caused the charges. The email confirmation contained no itemized breakdown of charges. The hotel involved could not access the reservation, which was listed under ******* with mismatched reservation numbers, further complicating resolution efforts.
  After discovering these ********** charges, I contacted "Get a Room," and representatives repeatedly stated that I could cancel but would not receive a refund, despite my explanation of the technical error. They acknowledged the duplicate charges caused by their system but failed to take corrective action.

  
  I contacted the hotel, and the hotel’s Sales Director, Marisella *******, confirmed that they could not access or cancel the reservation because it appeared to originate from *******, despite my booking being through "Get a Room."
  I contacted *******, and they confirmed that the reservation originated from a third-party seller, but they could not assist further. I called "Get a Room" back multiple times to complain, and eventually, I was able to get a customer service agent to put in a claim with their "partner." This was the first indication that another third party was involved. They refused to disclose the name of this partner; however, the email I received next listed an email address ending in ******************* Through further research, I discovered that PPS was processing payments and providing the inventory.

  
  ****** **** ********* ** *** ******* **** ********** *** *** *********** ** **** * ****** ********** ****** ***** **** *** **** ********** ******* ** ***** ****** ** *** ***** ***** ** * ******** **** ** **** ** *** **** ** *** ** ****** **** *** ********* **** ***** ** **** ******** ***** ********** ******* ****** **** ***** *********** ******** ********* ******* ***** **********

  
  Once I contacted PPS and escalated the issue, PPS sent a generic response asking me to accept cancellation penalties, failing to address the ********** charges and technical issues.
  PPS’s affiliate, "Get a Room," and their practices violate several laws. ***** ******* ********** ******** *** *********** **** ******* ***** ******** **** ********** ** *** ******* ****** * ************ ********** ***** **** ***** ** ***** ***** ********* ********* *********** *** ********** *** ********** **** ******** *** *** ****** ******* ***** ********* ************ ******** *** *** *** *** *** ****** ***** ***** ********* ****** *** ********* ***** **********
  I request an immediate refund of all charges made to my card, including duplicate charges. I also seek compensation for 10 hours of my time spent addressing this issue at a rate of $*** per hour, which is my standard work rate. This includes the significant time spent attempting to resolve this matter, including phone calls, emails, and other communications. Furthermore, I demand that PPS investigate and take action against affiliates like "Get a Room" *** ****** ** ********* *********. *** **** ********* ******** ********* ** ********** *** ****** ********** **** ********** ***** *** ******* *****

  
  **** ********* *********** * ********** ******* ** *** ** ******* ***** ********** *** ******* ***** *********** ** ******** *** ****** **** **** * ***** ** ******* ********** *** *** **** *********** ********** ********* *** **** ********** ******** ****** * **** *** *** *** *** ** **** **** ****** ********* *** ****** **** *********** ********** ******** *** ************

  
  Failure to address these issues adequately will leave me with no choice but to pursue further legal action and escalate the matter to state and federal regulatory agencies.
  I accept the refund that was **********ly charged to my card; however I demand repayment of my time which has included several hours on several days exceeding the 10 hours I am demanding due to the continued ********* practices of Priceline Partner Solutions including needing to further address this issue on this forum and elsewhere due to their total unwillingness to address a known issue. Please additionally remit $**** as repayment of the significant amount oy my finite time that was taken during my work day. You may remit the monies and a settlement agreement to my email directly at *******************. Of course I also accept and demand the repayment of my $*** and change from the ********** charges.

   

  *** ***** ***** ** ****
  
  Sincerely,
  
  Kristen ********

  Business response

  19/12/2024

  Dear Kristen *********
  
  We have issued a refund in the amount of US$****** for the hotel charges. Our records indicate there should be no duplicate charges on your account. If you believe duplicate charges exist, please provide evidence, such as a copy of your credit card statement, and we will review the matter further.
  
  Please note that we do not provide compensation for time spent addressing issues or lost wages.
  
  Thank you for your time.
  
  Sincerely,
  Priceline Partner Solutions
  

• Initial Complaint

  09/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I booked the a hotel room for **** ***** in Buena Vista, CO. I did not realize I was using a 3rd party. It appeared I was booking with the hotel directly. Once I found out I was not concerned this usually has not been a problem in the past. When I realized how much the service fees were I called customer service and asked for itemization of the taxes, services, and fees. They stated they could not give this to me. I replied as a consumer I should be privy to how much you (Priceline Partner Solutions) as a company has charged me in fees. They took my complaint and stated they would get back to me with the information. Their response to my complaint was that they could not provide me this information. They are not up front with their fees and when asked will not provide you the cost of their fees. That is unacceptable. I unfortunately didn't really notice the high service and fee amount until after the hotel stay. ***** *** * *** ** ********** ***** **** ************ ** *******  I have attached the receipt of the hotel charges, attached what I was charged from the Priceline Partner Solutions, and their email response back to me. Consumers need to know this company as a high fee cost and the company has no plans to ever let the consumer know there are fees and that they are high. It was almost the cost of one nights hotel stay.

  Business response

  24/12/2024

  Dear ******* *****,
  
  Thank you for contacting us regarding your hotel reservation at the **** ***** * ******* for Reservation Number ***********.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We acknowledge your concern regarding the charges on your reservation. During the booking process, we provided you with a summary of the charges, including the amount for the taxes and fees. We don't have a breakdown of the amount for taxes and fees, but we sent you detailed information about the charges or taxes you paid via email.
  
  We also understand that the hotel provided you with documentation that disclosed a lower rate than what you initially paid. 
  
  Unfortunately, the hotel provided this documentation in error and should not have revealed this rate as the reservation was already prepaid at the time of booking. The rate which the hotel inadvertently revealed is a pre-negotiated contract rate between the hotel/supplier and Priceline Partner Solutions and is not available to the public. Regrettably, we cannot issue a refund.
  
  Thank you for your time.
  
  Sincerely,
  Priceline Partner Solutions

• Initial Complaint

  23/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  *** ******* ****** ***** ***************** ****** ** **** **** *** ********* ***** ** **** ******. The stated price was $*** a Night I put my information in to what appeared to be the motel website. The charges ended up being $******* The price was changed to $*** a night $*** plus $***** resort fee and $******. Fees where not stated at time of purchase or disclosed. I called to cancel immediately and they said I would be charged a cancellation fee of $******* I talked to the hotel and they let me know they have no affiliation and the company must be a third party posing as their website.

• Initial Complaint

  23/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Company website changed reservation four times to same date which was corrected by user four times before clicking on make reservation. When received confirmation email with reservation details the date that was corrected four times was listed and not the date that user corrected four times. At no point did user enter the specific wrong date as it seemed like the website was programmed to use the incorrect date which happened to be 7 days exactly 1 week later than date chosen and needed. The date was chosen by the website and was corrected by user four times without success. ******* ** ** * **** ** ********* ** *** ************** ************ **** ****** ** ******* **** **** ******* *** ********* *** ***** ******* ** ***** *** ******* ** **** ******* ** *** *********** ******  Company stated "Hilton has already received your money". So not only was the date pre picked for 1 exact week later than needed and chose but there was no way to change the mistake they made to the reservation **** ** * ******* company charges $****** to cancel. ***** ****** ***** ******* ***

  Business response

  23/09/2024

  Dear Steph ******
  
  Thank you for contacting us regarding your hotel reservation at the ******* *** ** ****** * ****** ****** for Reservation Number ************
  We are writing in response to your Better Business Bureau complaint.
  
  We understand you requested a refund for your hotel booking due to the wrong dates. Upon review, your contract shows you booked your hotel reservation for check-in on September 23, 2024, and check-out on October 04, 2024.
  
  During the booking process, we stipulated in the Booking Conditions that this booking is subject to the following cancellation policy: This booking is subject to a ****** USD change or cancellation fee. There is no refund for no-shows, early checkouts, or cancellations after 09/23/2024, 10:00 AM (***************).
  
  As a gesture of goodwill, we have refunded US$****** to the original form of payment used to make the purchase. Our system will process your refund within one business day, and you may contact your bank directly to inquire about their posting time.
  
  
  Thank you for your time.
  
  Sincerely,
  
  Priceline Partner Solutions

• Initial Complaint

  23/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was looking at the ******* *** in Vaudreuil-Dorion Quebec for a weekend. I thought I was on the hotel’s website and called the number on it. I booked a 2 night stay. I was not advised the purchase was in USD (the hotel is in Canada). I also was not advised of the additional fees added to my stay. I had compared prices and the price was expected to be almost half of what I was charged on my credit card.

  Business response

  24/05/2024

  Thank you for contacting PPS regarding the complaint from Kristy *****. We regret that Ms. ***** experienced a level of service that did not meet her personal expectations and ultimately prompted her to file a BBB complaint.

  From Ms. *****’s concerns, she states that she thought she was on the ******* *** Vaudreuil-Dorion Quebec’s website and called the number on it.  She booked a 2-night stay.  Her claim states that she was not advised the purchase was in USD (the hotel is in Canada), as well as she also was not advised of the additional fees added to her stay.  
  While we understand that internet search results can sometimes be confusing, rest assured, we are authorized to provide our discounted rates through various sources, suppliers, and affiliate partners. The ******* *** Vaudreuil-Dorion Quebec does provide their direct number and website on various internet search browsers as well. From the customer’s online search results page, the customer’s booking journey depends on which link they choose to click on.

  By securing the reservation with a reservation specialist, the guest had to agree to the terms and conditions of the reservations prior to providing payment. In addition, upon completion of the booking, an electronic copy of the itinerary was sent via email to the email address that was provided during the booking process.

  We have reviewed the call for this reservation which Ms. ***** booked. The entire sales call was reviewed.  The review found that:
  -The reservation agent advised Ms. ***** of the grand total CAD ******
  -The reservation agent also advised Ms. ***** of the grand total in USD ******
  -The reservation agent advised Ms. ***** of the cancel policy - refundable until 5/16
  -The reservation agent requested permission to charge ****** USD and advised CAD rate ****** as well
  -Ms. ***** agreed and gave permission to book the reservation.

  Our records indicate Ms. ***** also called in to our Customer Service team after checking out of the hotel and expressed her same concerns mentioned in her BBB complaint.  To bring a positive resolution for Ms. *****, our Customer Service team was able to offer a 10% Goodwill refund and Ms. ***** accepted it.  We apologize as there will be no further refund.

  We regret any inconvenience or frustration that this experience has caused and hope the information we provided has adequately addressed Ms. *****’s questions or concerns.

  Sincerely,
  Consumer Relations

  Customer response

  24/05/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  **** ******* ******** ** ********** *** ********* *********.  ** ** ******* ******* ****** ******** **** **** ****** **** **** ******** ** **** ******* *** **** *** **** **** ***  I understand that they are not prepared to negotiate a settlement with me.  I booked with the understanding I was getting ******* ***** current rate, not the current rate plus conversion fees and $*** in service fees.  I was booking after the unexpected death of a family member and was not even aware these practices existed.  * **** ** **** ***** ** *** ** **** *** ****** ***** ** ***** ********* ** **** ****** *** ***** ********* ***  ** ***** ******** ****** ** ********** **** *** * ***** **** *** ********* ******** ******* *** ***** *** *** ********* **** ****** *** *******  

  Thank you.

  Sincerely,
  
  Kristy *****

*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. ↩