Priceline.com
Reviews and Complaints

Sept 10, 2022

Upgraded two tickets to business class from economy. Was charged 2,046.00.

Was charged on my united chase card ending in 9952. Then United charged me twice more. Once for 1,023.00 and again for 1,023.00. As one can see, these two charges add up to what Price line already charged me.

I've contacted Priceline many times and nothing has been done to negate these extra charges. I have been put on hold for over 3 hours while in contact with a representative, I'm constantly being transferred around to more than one person.

I last visited with a supervisor who assured me that the matter would be taken care of. That was last week.

My trip number is [protected]

airline confirmation 3EYN2S

Trip to The Dominican Republic Punta Cana

Dec. 8 - 15 2022

I placed a reservation for a hotel that was marked as a fairly decent hotel not a cheap rundown hotel. I arrived for my reservation on Sept 1st, I was staying the 1st, 2nd and 3rd leaving on the 4th. I checked in and as I walked to my room I noticed people sitting outside smoking and people driving up and knocking on doors then entering. They stayed maybe 30 minutes and left. The door was answered by a woman. I saw all this from the window of my room. I went to get my luggage from my car and 2 people were looking inside my car through the windows. When they noticed me coming to my car they immediately went into a room nearby. I retrieved my luggage and as I went back to me room someone hit me up for money. The door to my room had a nail in the door to hook the chain on that was my protection from the outside. The door barely shut and looked as if it had been pried open a few times. My bed had no backing and was just a mattress on a box spring and frame pushed against the wall. My TV was sitting on what I thought was a piece for my clothes but the drawers had no front panel. The closet door was broken and laying inside the closet. The bathroom looked like it was from 1960, the tub had stains on it. I debated for 1/2 hour to decide what to do. I checked out and called another hotel to check into. I called Priceline and they told me that I had check out because I feared for my life. I told them I would gladly pay for the first night since I did check in, they told me no matter what I had to pay the entire 3 days, even though I did not stay at the hotel. There contract has a stipulation that if you cancel last minute you will be charged. I checked in not knowing what the hotel was going to be like, it was a dump. Even the guy at the front desk said that prostitutes use this hotel. That people check in and leave after an hour. I find it unconscionable that I've been billed for all 3 days.

After I booked with different hotels on two separate occasions through Priceline, I learned once I got to the hotel's they would not rent to me because they don't rent to locals. (I was having renovations at my house). With Priceline's nonrefundable policy I lost my money. I did not know when I booked with Priceline that I would encounter this problem. I was, however, able to book with Priceline another hotel without a problem. However, if Priceline had listed this hotel policy the problem could be avoided.

I wanted to book a flight. Went through Affirm so I could make payments on it. Went to finish the booking, clicked the button. And got a spinning wheel. I did this twice. I went to get some help from Priceline. Tried texting which led me in circles. Tried calling which they won't answer unless you already have an itinerary number (I don't because it won't finish loading, which means they also can't find it by phone number). I finally got ahold of someone on that. And this is what happened...

Gabriel at 18:34, Sep 28:

Hello this is Gabriel. Let me check this for you. Can I please have your complete name?

You at 18:34, Sep 28:

Hello. My name is Melissa Gillespie.

Read

You at 18:36, Sep 28:

To explain... I tried to book a flight from New Orleans to John Wayne airport in California. I opted to use Affirm and was approved so I could make payments. Then I went to finish the booking and clicked complete at the bottom of the screen. I've done this twice now. And both times it's resulted in a spinning graphic on the screen with nothing happening. For over an hour.

You at 18:38, Sep 28: (I delivered a screenshot of what it was doing)

You at 18:38, Sep 28:

Here's the thing, affirm has already taken the payment and i haven't received a confirmation in my email or to my phone.

You at 18:39, Sep 28:

From anyone

You at 18:43, Sep 28:

Hello?

Gabriel at 18:44, Sep 28:

Thank you Melissa. May I have the trip number, travel dates and email address?

You at 18:45, Sep 28:

I didnt' get a trip number. Nothing has arrived in email or on phone. That's the problem.

You at 18:45, Sep 28:

But it says my money was taken

You at 18:45, Sep 28:

travel dates are Oct 19-23

You at 18:45, Sep 28:

email address is *@gmail.com

Gabriel at 18:45, Sep 28:

When you made a reservation you will automatically receive a confirmation email of your trip.

You at 18:46, Sep 28:

You at 18:46, Sep 28:

That is what its doing

You at 18:46, Sep 28:

For over an hour

You at 18:46, Sep 28:

Twice

Gabriel at 18:47, Sep 28:

Rest assured that if there is no confirmed reservation we did not charge any money.

You at 18:48, Sep 28: (I delivered a screen of my bank account showing the payment was taken)

You at 18:49, Sep 28:

My bank account. Top one. Because I used affirm to book. And regardless, I still can't book the flight

You at 18:49, Sep 28:

Because all it does it sit and spin

You at 18:51, Sep 28:

And now it just kicked me to a blank page

Gabriel at 18:52, Sep 28:

We are sorry that you are not able to book a reservation. Please do try to book it again at a later time and also try refreshing your connection and clearing the cache of the app.

Conversation closed by the agent at 18:53, Sep 28:

I purchased two one way tickets to London on 11/10/2021 for a flight on British Airways for 5/21/22 in the amount of 1,816.40.

I received an email on 5/18/22 informing me that changes were made to the booking. Two subsequent emails, one with British Airways’s contact # and the other alerting us that the seat map was not available.

We scrambled and made multiple site attempts and placed calls to confirm our seats. I have health issues for which I explained that we needed to sit together. We were guaranteed seats on the plain, but they could not guarantee 2 together. Ron Lagnado and I could not accept this, again given my health and the length of the flight, hence we had to cancel.

I have spent 2 and a half hours on the phone today, not to exclude multiple attempts since June. The manager, a gentleman by the name of Milger, said there was nothing he could do for us after this lengthy phone call. I initially gave him two dates to fly from SFO to Chicago and those dates took most of the 2 hours to be declined as unavailable. I asked him as a travel agency to try several other dates around those times, but the only thing he could do was a rebook to London for an additional 535.60 per person. This disaster came about on 5/18/22 and the limitation to use by 11/10/22 was another dreadful inquiry that did not allow us to receive any type of extension, back in of 6/22.

How can a company take our 1800.00 dollars and not help us find a rebooking? I am willing to let go of one of these tickets, but this fact did not influence these Priceline agents today.

I am 66 years old retired faculty and this money was for a long anticipated trip that I had saved a long time for! Yesterday, British Airways simply asked that a voucher be issued to us and they could easily use their sister airline (AA) to book a flight to Chicago so that we recoup some of our money and visit our grandchild.

I am appalled by the lack of decency Priceline has to not advocate for their customers. I feel cheated in every way!

Michelle Gibeau

[protected]@gmail.com

Flight reference# 38UO45

Trip# [protected]

Premium Economy BA 284

From SFO to London

I reserved a car through Priceline for fox car rental for September 28 at the Tampa Bay Area airport. The reservation was from September 28 through October 10. My reservation was nonrefundable but this is an extenuating circumstance. I would not be able to not only enter the Tampa Bay area by car or by plane either today or tomorrow any other day afterwards for the foreseeable future, but they have closed the fox offices there so the car would be unavailable to pick up regardless. I contacted Priceline by text and phone this morning and the other day and they refuse to refund my money or change my reservation. They gave me no remedy. To them I was SOL.

Confirmation number FFX02DC720

Booking number [protected]

Priceline took a booking for 4 days into a hotel that was going out of business in two days! NO REALLY! Un believable, right? Well they did it. I was notified at checkin that the hotel was going out of business in two day of my booked and prepaid stay of 4 days!

Priceline refunded the days of the unused stay but would not even get me another hotel to stay in! Go online and rebook! Are you kidding me?!? Trust you after this? I don’t think so. Gold VIP means … NOTHING!

The on phone support was not what I was used to from other providers. Broken English and nothing in empathy for the mess they caused!

Priceline - pay attention, you failed me and I’m a road warrior that has lots of friends that will hear about this! Make reparations for this mess you caused.

J Scott Bond

My husband purchased 4 airline tickets via Priceline to travel to London in 06/2021by British Airways. We could not take our family trip due to COVID. We have been calling Priceline and British Airways for over 1.5 years and no one has been able to help. We are not asking for a refund but a credit to travel on another date. This has been a terrible experience for my family, especially my husband he was looking forward to seeing his family. It has been over 10+ years since he has seen any of his family members.

It took over three months for Priceline and their affiliates to decline my refund for a car that I returned early because of mechanical issues. If I didn’t call last week for an update… my claim would have been just sitting there. Also it was very convenient for them to say that they we unaware that the car had issues, even though I call the rental car customer service line and also told the rep that check the car in when I brought it in before the due date. They only can verify that I brought it back early, but no history of why. PRICELINE JUST LOST A LOYAL CUSTOMER.

On 8-25 I placed a reservation thru Priceline for a 2 night stay at a hotel in Auburn Ca. The dates were for 9-23- 22 thru 9-25--22. This was for a family reunion. I need to cancel this trip. I have been trying unsuccessfully to cancel this trip.

I tested positive for covid. I bought the cancellation insurance which was offered at the time of purchase, now I wish to empower this cancellation. I have been trying since 9 am Pac time, to do this. NOWHERE have I been able to find any help with Priceline. I paid for this trip on Am Exp. I spoke with them at length to

explain that I will not be paying for this purchase. They gave me a Priceline number [protected]. I get fast busy on this line which is an indication of an

inactive line.

Is this reservation still valid because someone from booking.com called me and

requested another payment. It was a call from another country. I let them know

that I made the reservation with Priceline and I will deal only with them.

Request that Priceline email me and let me know if there is a problem with my reservation. If there is I request a cancelation so I can make another one.

I been using Priceline for about 30 years or more. Never had this problem.

Thank you.

Sergio Borrero

[protected]

Booking number [protected] PIN 5162

8.16.2022 book room night through service to Hampton Inn for 9.09.2022

8.19.2022 charged for room night

Event was cancelled needed to cancel room

9.06.2022 cancelled room night online

9.06.2022 called Hampton Inn to cancel room night

9.08.2022 called customer service to confirm cancellation and was told funds would be credited

Waited 10 business days, no refund

9.20.2022 call customer service to follow up on progress of refund, Emily confirmed verbal refund and mentioned email form Priceline was negative. Was directed to Hampton Inn for refund.

9.20.2022 call Hampton Inn, was told they did not receive fund and I would have to contact Priceline.

9.20.2022 disputed charge through North Country Bank.

9.20.2022 file complaint with Vermont Attorney General

I received a pop-up ad on 9/19/2022. It advertised a hotel in an area I was interested in visiting. It said $125 per night/Choose your room.

When I called Customer Service, they said it was $199--that it depended on the date. But that's NOT WHAT THE WEBSITE SAID. And I have the screenshot to prove it. It said $125 with no conditions listed. Is this the Culture of Priceline? I have always had great experiences with Priceline. This unethical practice is beneath you. But just remember--Money always follows the Culture.

I must not be the only one, because in the last year people have actually made videos on YouTube of this unethical practice. Lots of people with the same experience. Are you going to conduct yourself in an honest manner, and honor the price you post or not? Donna McPheeters/Birmingham AL

Reference: ticket numbers, [protected] & [protected], confirmation number XCECTU. My name is Vicki Rabb. Due to contracting COVID (Delta) my spouse and I had to cancel our flight. In the mean time we both ended up with under line complications. Some included kidney surgery, blood clots in my legs and a device implant. It looked like we would not be able to reschedule our trip this year. We then ended up with COVID (BA.5) in July which resulted in more complications. My age is 69 and my spouse is 74. There is no possible way that we could rebook this flight this year due to our health situation.

I’ve contacted American Airlines and they have referred my issue to Priceline since we did book through you. I’ve gotten a doctor excuse if you need it. I’m asking that we either get a refund or an extension on booking a flight. As of this date my spouse and myself are physically unable to do any travel in the near future. Please consider my above request, as this is my last option.

Thank you,

Vicki & Paul Rabb

125 Jan Road

Winnsboro, LA 71295

[protected]@aol.com

[protected]

I bought the flight tickets to Honolulu on 01/30/22 with a hotel package paying the total amount of $1,158.07. However, I wanted to cancel the trip and the Priceline refunded me with the hotel only and gave me the travel credits for the flights instead which were $645.88 value in total. After a few months, I wanted to use the travel credits for the next travel to Vancouver but when I called Priceline to book the flight tickets, they just informed me that the travel credit could be used only for domestic flights. That information was not given to me in advance and the guideline that I only got from email did not mention it. Even if I wanted to use the travel credits for domestic flights, I needed to pay extra for the differences which makes my travel credits useless. It is much cheaper just to purchase a flight ticket from any travel website and the actual extra payments Priceline is requesting me are almost the same amounts that I can buy it from the airline directly. That is insane! I really do not understand how price is calculated at their end when their customers want to use their travel credits. Priceline is just taking my money anyway and making my travel credits nothing. If the price difference was not that much, I would be willing to pay for it. However, their requesting extra money is way too much which makes no meaning to use the travel credits and it is way cheaper to buy a ticket without using travel credits on their website. I REALLY WANT TO GET MY TRAVEL CREDITS REFUNDED AND NEVER DEAL WITH PRICELINE ANYMORE!

On 9/15/2022, I attempted to cancel my booking (Trip# [protected], Confirmation #[protected], #[protected]) via their "Chat with Priceline" option. I began the conversation at 8:46PM, requested to cancel my booking, provided my trip number, confirmed my phone number, my trip number was verified and I was given the message I would be transferred to a hotel agent. At 8:54pm, I received another message asking to please be patient while connecting to an agent, and a final message stating, "Our wait times are running longer than normal, so this may take a few minutes. In the meantime, if you are looking to cancel your Trip, make changes, or place a special request you can find these options under My Trips section. We will be with you ask quickly as possible." At 8:58pm, I received a message saying, "Hello! My name is Mary. I am reviewing the information you have sent. I may be needing additional information in order for us to proceed. One moment, please." That was the last message I received on 9/15/2022 and was never assisted any further.

I opened the chat again in the morning, 9/16/2022, and noticed nothing had been sent and my booking had not been cancelled. So I began the chat all over, was transferred to a hotel agent name Tanisha, I explained our plans were cancelled due to a babysitter cancelling, ect. She said, "I understand you wish to cancel. I see there was a free cancellation until Sept 15 at 11:59PM and the room can no longer be cancelled." I explained I was waiting and speaking with a hotel agent the night prior and she said she didn't see an interaction with me the previous day. I sent her the screenshots of the conversation (see attached) and she stated "there is no record of interaction with an actual agent and not just with a bot. it is passed the time to cancel. the room is truly non-refundable. Thank you for your time." With that, she ended the conversation... this is unacceptable! I called the customer service number shortly after and was given the same information. I am outraged that I attempted to cancel within the free cancelation window, was not assisted, tried to follow up and explain my experience and was not even given the option of credit! Nothing was resolved and I am out $150 for a hotel room I won't even see. Absolute non-sense. I will never book with Priceline again.

We had nothing but issues with our three room, three night stay booked through Priceline on 5/29/22 for travel to South Carolina from 9/3 to 9/6. The rooms were disgusting with bugs and "unclean" conditions. Cockroaches in the tub and water bugs on the ceiling. When we inquired at the front desk about the conditions they provided us with a broom and were told to take care of them. It continued to go downhill from there and when we reached out to Priceline we eventually had a supervisor engage in the conversation. She advised that after speaking with the hotel staff, we could check out and our rooms would be refunded. That two were being processed at that time and the third would be completed once it was confirmed that we left and completed the check out process. When we called back we were told that they would once again need to call the hotel and at that time the hotel had reversed course after our not being willing to leave without being provided receipts. Staff became increasingly difficult and despite what was agreed to and what they even told the Sheriff's department about agreeing to our refund - now they were denying everything and Priceline staff completely disregarded the previous notes and everything that was documented and threw it all out the window. They would not proceed with the refunds and were ZERO help in working through the situation. They even told us that despite their showing the refund being approved -- they were not going to pass it along to us despite it being our credit. When my husband called it out clearly to one of the reps he was talking to, Miguel indicated that it was tough tooties and there was no chance we would see any of our money back. He was even arrogant and condescending about it. There is nothing beneficial about the services that they provide! This was our first and definitely the last time we interact with any of there services.

I reserved 2 rooms at the hotel. As we arrived at the hotel the 2 police cruiser were outside with a male on the sitting on the curb. The hotel front desk staff gave keys to the 2 rooms. The key for room #1 did not work. We were told that the lock was put on the door wrong. Room #2 had soiled bed linen and soiled fabric on sofa. we were given a 3rd key where room 3 was worse than room 2. I decided at that point I could not have my family stay in the deplorable conditions. The hotel was unsafe and unhealthy. I logged this information on the clipboard at the front desk. I've been on the phone with the hotel staff for two days trying to get the issue resolved (the managers are never available). I've been told to call back the next day between 9am and 3pm to speak with the managers. The managers are giving the staff tips on what to tell the customers instead of having a conversation with the customers themselves.

We did NOT stay at the hotel either of the two nights that were reserved. I had to pay for my family to a different hotel. This place was a health hazard to say the least.

On 09/01/2022, I scheduled a car rental through Priceline.com. I was matched with Dollar Car Rental and they were closed at the time I scheduled my pickup. The customer service has been horrible from Priceline.com in many attempts to retrieve my rental. The supervisors have lied and stated they will follow-up with and call that car rental company to confirm I did not receive the car. It has been 12 days and no movement has been made. This has been the worst experience ever and Priceline has stolen my money.

called customer service to change a flight. I was told the changes along with the fee would be $450 total. I gave my card information, and the money was out of my account. the rep then puts me on hold for over 20 minutes. Comes back and says that the flight price is now a $1000 and that my payment didn't go thru. I said what are you talking about the money is already out of my account. she says it will be refunded within 24 hours. I flip out because I think I am entitled to the price she originally told me. She ends up hanging up on me. Its been days and the money is still not back in my account. I have never experienced this before and i am beyond disgusted by Priceline. I will not let this slide