Complaints

• Initial Complaint

  02/11/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Priceline scammed me out of $90 due to undisclosed resort fees. I booked two separate express deals for two different dates, both the same exact hotel. **********5-18 (Listed the resort fee in the price, attached picture. Taxes & fees: $43.97 and Resort fee to be collected by hotel: $50.62) 739-652-605-16 (No resort fee mentioned, "Total Charged" did not indicate there would be any resort fee. Taxes & fees: $170.98 and no resort fee even mentioned. Attached picture) When I called the hotel they said they would still be collected $45 per day which leads to an extra $90 for this booking. I tried calling Priceline multiple times and they said there was nothing they could do, the customer service was not helpful one bit and didn't understand it. I am looking to be reimbursed $90 due to Priceline not disclosing this resort fee upon booking. I have all the evidence that Priceline failed to mention this extra charge when i booked. As you can clearly see by the order summary. **********5-18 indicated there would be a resort fee and **********5-16 failed to mention any resort fee in my Total Charged.

  Customer response

  02/13/2025

  Priceline executive care reached out to me with the following resolution. They will be refunding me for the resort fees once the trip is completed and I email them the receipt.
  
  This case can be closed. thank you!
  

  Email: 
  Dear ******,
  
  Thank you for reaching out regarding your reservation at the **** ****** ***** ******* *****, reference number ********516.
  
  After reviewing your case, we discovered a glitch in your booking. The contract page for your reservation does not list any property or resort fees, which is different from your other reservation (reference number ********518). We recommend proceeding with your current reservation. Once the hotel charges you the resort fee, please send us a copy of the receipt or billing statement showing those charges. This will enable us to efficiently facilitate your refund of the resort fee.
  
  We appreciate you bringing this matter to our attention and apologize for any inconvenience it may have caused.
  
  Sincerely,
  Stephanie C******
  Executive Offices
  Sincerely,
  Priceline Customer Care Team

• Initial Complaint

  02/10/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked a room at the ******* *** on Friday 2/7/28 thru 2/9/25. During the payment process their timer ended without giving a confirmation or indication that it completed . I didn’t know if I had the room booked so I immediately tried again . The timer started -giving me 10 minutes to complete /which I was able to do and received a confirmation number. When I checked my email within the hour , I saw two bookings . When I checked the authorization with the payment card it indicated two bills pending . I called ******* *** and they said it was a 3rd party booking and they could not cancel it. I called the reservation on the email listed( * **** )******** and was told by them all reservations were final and could not be canceled or refunded. I explained that their website timed out and I had to start over. The customer service personnel only repeated the line “ we cannot cancel. All bookings are no refundable. No where during the booking process was there an indication before finalization stating no cancellation allowed. They acknowledged that I called / to rebook within 4 minutes apart. I called them to report the error within the hour and still they would not cancel or consider the error the timer caused. I did not use two rooms during these days booked. ******* *** said cannot cancel unless Priceline sends them an email allowing it. I called the booking number to get an address and was told they can’t give that out. They only gave me an email address/ Priceline.com I sent a message explaining the problem and they sent me the repeat answer “ no refunds no cancellation “. Having to try a 2nd room booking due to the website timer ending caused this issue and being charged twice is expensive and frustrating along with being forced to pay for a room we didn’t need or use. Looking at the confirmation email -I see has a statement the bottom that says “the room in this reservation can be refundable for a limited time “. They should honor that statement

  Customer response

  02/14/2025

  Thank you for your assistance. Priceline has allowed a “courtesy refund “ in partnership with ******* ***. I am not sure if they acted solo or if your presence helped - but I wish to extend my gratitude to your organization if it did indeed keep them honoring the small print . I am glad they didn’t cheat me out of a double booking all because of their website computer glitch / intentional timer. I trust they will fix that for future customers. 
  sincerely ***** ****** 

   

  
  

• Initial Complaint

  02/06/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We booked a stay at the ********** *t hotel for Jan 31st to Feb 2nd for a client we were having at our store using Priceline. We got there late because of his flight. We tried to check in but it was after 10 and the desk was closed. There was a sign that said to call the number 500 for assistance. We tried multiple times and it would not connect this was around 1030/1045. It said number could not be completed as dialed. After trying multiple times we had to book a different hotel 25 minutes away. After checking the client in I called Priceline and they could not reach anyone. They said to call back in the morning. And they still could not reach a manger. They called multiple times through the weekend and had issues talking to a manager. When they finally talked to Mariana she said they would not refund the stay. I should not be charged for this since I was not able to check in. It’s not like I didn’t show up they can look in cameras and see we were there. If I just blew off the stay I would understand but I didn’t.

  

  Business response

  02/17/2025

  Dear *** ******l,
  
  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 after your flight was delayed. Our records indicate that your reservation was canceled and fully refunded on Feb 10, 2025.  Our system processes refunds within one business day. You may contact your bank directly to inquire about their posting time.
  
  We hope you find this information helpful.
  
  Sincerely,
  
  Executive Offices

  Customer response

  02/18/2025

  
  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,
  
  *** ******l

• Initial Complaint

  02/04/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 2/4/2025, I called PriceLine and informed them that I need to take my son ***** * ****** off my reservations. I explained to them to certain situations he is no longer with me. I was told I don't neeccarily need a refund and see how we can fix this. I was okay with a refund, credit or I can switch his name with someone else name. THey just kept telling me they cant help me and there's nothing they can do due to the restrictive nature of my seat. I myself have a learning disability and did not understand that previously. I was okay with not getting a refund so I asked can I get a credit instead. They didn't want to help at all . Now I'm stuck with a reservation that they wont help with. I just wanted to remove one name and get a credit or refund or anything . at least try and help me

  

  Business response

  02/17/2025

  Dear ******* *******,
  
  Thank you for contacting us regarding your Vacation Package with Trip Number ********517. We are writing in response to your Better Business Bureau complaint.
  
  We understand your request for a refund or travel credit due to your son, ***** ** ******, being unable to travel with you. However, we would like to clarify that the fare you selected is non-changeable, non-transferable, and non-refundable. This information was disclosed both on the Checkout Page and in the Confirmation Email at the time of booking.
  
  Our ability to issue a refund is subject to the discretion of our partner airline. To assist you, we reached out to ******** Airlines to request an exception for either rebooking or a refund. Unfortunately, we were informed that the request was not approved, and the reservation remains non-changeable, non-transferable, and non-refundable. As a result, we are unable to proceed with your refund request.
  
  We appreciate your understanding and patience in this matter.
  
  
  Sincerely,
  Executive Offices

  Customer response

  02/18/2025

  
  Complaint: ********
  
  I am rejecting this response because this is not solving it. Nonetheless I will close out my case.  Poor service and priceline.com never ever have a solution! I would not recommend!
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  02/04/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I rented a car through *********************************/ which is powered by Priceline.com. The original charge was $95.35 for the rental. I paid that with my credit card on 1/14/2025. Upon checking my credit card charges I noticed an additional charge of $25.00. I called ******* rentals and they told me the charge was for an early drop off. I had noted that I would drop the car off by 8 am on my way to the airport. I questioned the charge because there was no mention of an early drop off charge. ******* rentals (**** *** ***) refused to cancel the charge and told me the problem was with Priceline.com. I called Priceline.com approximately 9:30 am on February 4, 2025. They also refused to refund the additional charge because ******* rentals claims that their site includes that warning. I told the agent that I did not rent the car through ******* rentals, I rented the car through Priceline. The agent said they would not refund the charge. Apparently she spoke to ******* rentals while she had me on hold because she told me the information was listed on the rental agreement. I never received a rental agreement, nor did I receive a receipt. I have included four screenshots. One is from Priceline's site *********************************/ which states that drop off time is from 12:00 pm to 11:59 am and no mention of any additional charge for an early drop off. A second screenshot is the online receipt. The last two screenshots are the charges that were posted to my credit card. I want the either company to refund the $25 early return fee because there was no mention of it on the website that I rented the car through. I returned the car at 7:40 am and there was an entire staff there.

  

  Business response

  02/12/2025

  Dear ****** ******,
  
  Thank you for contacting us regarding your rental car reservation with the ******* ********** for Request Number ********518.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that you were charged an additional amount at the counter. We reviewed the information in our system and verified that we indicated the following information under the Booking Conditions during the booking process.
  
  "Additional charges may apply if you pick up or drop off the car at a different date, time, or location than you requested for your reservation."
  
  Regrettably, we cannot assist you with this charge.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  02/03/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On September 30, 2024 my sister and I got a phone call that her daughter was flown my emergency to ********* ******. We traveled to ********* that day to be with her. That afternoon my Nephew called Priceline to get a room reserved for us at ****** ****** *** ***** **** and they charged my ******** **** for for 4 nights totaling 684.56, When we got to the Hotel to check in the manager said they did not have a reservation for us, so I called my nephew and told him and he called Priceline and they said they did'nt know what happened then my nephew told them to please take the charge off my ******** **** because the hotel was just going to put us in a room there selves . I charged that room to a different card. My ******** **** statement came in the last of October and I was charged the 684.56 . I called ******** and they said they would give a credit on my account and take care of it through Priceline. Well I got a call from ******** **** Company and they said that they tried to get ahold of Priceline many times and could not get them to respond and that I should attempt to call them myself. I had already called the motel and talked with them and they said they only had one charge where we had stayed till the weekend and it was charged on my other card which was fine and proper. So i have called Priceline several times and they said the reservation was still holding from like {5 months ago} and that all I needed to do was send the a copy of the reservation that I used, so I did that and then emailed again. They sent me a email back that said if I wanted reimbursement I would have to work with ******** since I started a inquiry with them first. Priceline owes me $684.56 and they admit that but won't refund me the money. HELP I am a widowed women living on a fixed income and that amount of money is needed!

  Customer response

  02/03/2025

  I did not remember to tell you in my report but in the first of January Priceline had my name incorrect. They had **** ****** and my name is ***** ******

  

  Business response

  02/11/2025

  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 the hotel did not have your reservation available at check in. On November 24, 2024, 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. However, if the bank closed its investigation in Priceline's favor, please provide us with an email confirming this. Kindly attach it to your BBB complaint in a PDF or JPG file for further review.
  
  We look forward to your response.
  
  Sincerely,
  
  Executive Offices

  Customer response

  02/14/2025

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

   

  ********* has decided to credit me for the princeling charges. So I guess you can close this complaint

  ***** ******

   

  *********

   

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

• Initial Complaint

  02/03/2025

  Complaint Type:

  Facilities Issues

  Status:

  Resolved

  More info

  I booked a hotel stay through Priceline and stayed at ******* *** ******** from January 25th to the 27th 2025, On January 27th at approximately 12:00 am there was a power outage at the hotel for approximately 3 hours with no heat or A/C, no lights ,or any means to eat food as the microwave was out., also there was no acknowledgment from management that this unsafe circumstance had occurred. The hotel stated there was no back up generator because they are a small franchise. During my stay due to the power outage the hotel became very unsafe and uncomfortable. I am writing to BBB to obtain a resolution of a full refund for my inconvenienced stay at ******* *** hotel due to the power outage that took place on January 27th, 2025.

  

  Business response

  02/12/2025

  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 unhappy with your hotel accommodation due to a power outage. Our records indicate that a refund of 9.85 USD has been previously provided. Since we value your business, we processed an additional 20% refund for 42.99 USD. Our system processes refunds within one business day. You may contact your bank directly to inquire about their posting time.
  
  We apologize for the inconvenience and hope you find this information helpful.
  
  Sincerely,
  
  Executive Offices

  Customer response

  02/12/2025

  
  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

  02/03/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a hotel through Priceline.com and I needed to cancel. I called four days before my arrival date and they refused to give me a refund. They said they could not give me a refund without the manager at the hotels approval. Every time I called, they said they called the hotel however the manager was never there.

  

  Business response

  02/12/2025

  Dear ********* ******,
  
  Thank you for contacting us regarding your reservation at the ***** ***** ***** ***** for Trip Number ********518.
  
  We are writing in response to your Better Business complaint.
  
  We understand you requested to cancel your reservation due to medical reasons. 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 the hotel or property will be treated as a No-Show, and no refund will be given (Property policy). Nevertheless, we called the hotel for an exception but did not obtain approval to process a refund. Regrettably, your reservation remains non-refundable.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  02/03/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked a car rental through Priceline for January 18 to 22 2025. However when I got to ******* ******* to pick the car up, the rental company ( **** *** rental refused to give me the car unless I used their insurance which was $52.99 a day. When I protested that amount is too high and my personal car insurance covers for rental, they said I have to get the insurance from them or I can cancel it. When I asked the rental company to refund the money, they said Priceline will refund it. Now Priceline is saying they already paid the money to the rental company.

  

  Business response

  02/12/2025

  Dear ************* *****,
  
  Thank you for contacting us regarding your rental car reservation with **** *** Rental for Trip Number ********517.
  
  We are writing in response to your Better Business complaint.
  
  We understand you requested a refund for your reservation because the counter required you to purchase their insurance coverage. Our records show we canceled your reservation and refunded $83.17 to the original form of payment used to make the purchase. Our system processed your refund within one business day. You may contact your bank directly to inquire about their posting time.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

  Customer response

  02/12/2025

  They refunded my money. Thank you 

• Initial Complaint

  02/03/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My teenage son booked his flight using Priceline. We did this together over the phone and used my credit card for the booking. We purchased his flight for $63 and a $57 separate charge to buy his seat and checked bag. When I was at work I got an upsetting phone call. He was basically stranded because *** **** wouldn’t let him check in his bag or get on his seat. They never received the extra $57 from Priceline. Luckily, he was able to get ahold of me and I was able to transfer money to pay (again). So he paid again at the airport but they charged less $40 for the checked bag and $6 for the seat. When I contacted Priceline they said they talked to *** **** and the $57 had been received and there was no record of my son paying $40 and $6 at the airport. When I contacted *** **** they said they had no record of a call from Priceline and will send me an electronic ticket of what they received. It shows they received the $63 for his flight ,the $40 and $6 he paid at the airport for the bag and seat. There is no record of Priceline paying the $57 we pre paid anywhere. But it shows they received charge on my card. They continue to deny this even with the proof I am sending them. They keep telling me to call them and transfer me to different departments and email them. I refuse to spend anymore time doing this. It’s ridiculous to spend so much time for $57.

  

  Business response

  02/12/2025

  **** ***** ****,
  
  Thank you for reaching out to us regarding your son's ******* ******* ticket (Trip Number ********517). We are responding to your Better Business Bureau complaint.
  
  We understand your request for a refund of the $57.00 bag and seat fees. After reviewing the details with ******* *******, we can confirm that no charges were made at the airport for a bag or seat. We recommend checking your bank statement or contacting your bank directly, as the following charges should appear from January 14, 2025, a total of 120.30 USD:
  
  ******* ******* ticket: $63.30
  Bag and Seat Fee: $57.00
  
  We hope this information is helpful.
  
  
  Sincerely,
  Executive Offices

*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. ↩