Priceline.com
Reviews and Complaints

7/24/2021 Getting in touch with their reps as been a struggle. I started my inquiry first thing on Saturday morning. The first rep that answered was Mary. I was calling because we have heard directly from people who have stayed at the hotel we are going to in Puerto Rico and have been seeing some negative reviews over the past four months, and we wanted to see what options we had with our trip coming up on 8/5/2021.

First rep I finally got to speak to asked if I wanted to cancel my trip. I said no. I stated everything I typed above. At 9:39A, after being on the line with her for 15 mins., Mary told me she would transfer me to Customer Support to get further assistance because she was in the Sales Department. She put me on hold and immediately the recording said that because they were experiencing high call volumes and my expected wait time was three (3) mins., they would place me on a callback list or I could call at a later time when not so busy. I chose to get a callback.

At 1:01P I missed a call from Priceline because as you all may also experience, a lot of our phone carriers are blocking many 800/888 type of calls because of issues with spamming. I called back at 1:09P after I saw the missed call and was immediately given the option to call later or be placed on the callback list. I opted for the latter. I kept my earpiece in just in case.

At 1:14P I received a callback from rep Amber, which is where the main part of this report starts. While I am truly not pleased about the time and loop we as consumers have to do to get a hold of a rep, this one floored me.

Initially rep Amber asked me if I wanted to cancel my hotel stay for 8/5/2021 and I said no. I re-shared what I was trying to do and she again asked if I want to cancel. I said no again. She then told me that all she is able to do is refine my money. I restated that I did not want to cancel because our trip is a little over a week away and we need a place to stay and I truly wanted to see what options were available. She sounded irritated with me and told me that she can only offer me a refund. So I asked what we as consumers are supposed to do, especially when we call in that there have been horrible reports from travelers. Again, she told me she that there are only certain things she can do and that is give me a 100% refund, which will take 7-10 business days. I again stated that I do not want to cancel at this time and asked her to confirm that I have up to four (4) business days prior to my trip to cancel. She confirmed yes. Again, I could hear her irritation in her voice at the fact that I was asking questions. She told me again she can only give me the refund and I told her the previous rep said that I would need to go to someone in her area for options. So I then asked her if Priceline only cared about getting my money since I could not get her to talk about the issues with the hotel and she responded "yes." I then said so you're saying yes that you/Priceline only cares about getting money from customers and not at the fact that the place you book us has bad reviews. Then she tried to backtrack and say she didn't say yes. I said you did and it's recorded. She then told me she was trying to find some way to help me. No more words are used and the call went on hold at approximately 1:19P and at 1:20P it was disconnected.

Here's the kicker. At 1:18P, while I was still on the phone, I received an auto-generated email from Priceline- Amber had cancelled my hotel for 8/5/2021 even though I clearly stated I did not want to cancel when the call began.

I booked and paid for my hotel room for our August trip on 3/14/2021. The price of rooms now have doubled. Are you kidding me that a Customer Support department does not have agents that you can talk to. I am less than 1.5 weeks away from my trip and I simply wanted to see what options were available for us.

At 1:36P I called back and got through to Davis at 1:39P. He apologized for the poor treatment by Amber and confirmed that my reservation was indeed cancelled. He stated that because Priceline has now issued the refund that he could not do anything from his area and would have to transfer me back to Amber's department. He also shared that Amber did not put any notes during her session in the system, which was odd. He again apologized for this happening to me. This was at 1:45P.

I was on hold for approximately 32 mins. Remember, I started this process around 9:00A.

At 2:23P I was connected with Natalie, who may have been a supervisor from Amber's department. i was on for approximately 47:51 mins at that time in total.

I told Natalie everything starting with this morning, the impact with Ambers negative call and stated that she was rude and cancelled my hotel without permission, and also shared that David mentioned Amber did not put any notes in. Natalie apologized for my mistreatment from Amber and told me this is now under investigation. She said I would receive a call or an email after they investigate. Because the cancellation email was auto-generated and you cannot reply to it, which Natalie confirmed, I specifically asked to get a callback, but also an email for record. That makes no sense that if I cannot reply to the email that one of my only correspondence would be email.

At 2:26P Natalie put me on a brief hold. And at a total of 53:57 minutes she restated that I will get a call and email following the investigation of the poor derive with Amber about my unauthorized cancelled hotel stay for 8/5/2021.

Today is 7/27/2021 at 8:08A (spent some times this morning drafting this message). I have NOT received any form of communication from Priceline. My trip is next week and hotel rooms have more than doubled in many cases now. But more importantly m, we have 13 traveling and we all booked the same hotel.

So what am I supposed to do…

And by the way, the cancellation email has a link for a survey that you get an error when you go to respond. Go figure!

And one of my other travelers I was just informed about also had Priceline cancel her hotel yesterday because she tried to call about the issues as well.

This is absolutely horrible! Many of us booked months ago. How are they able to do this.

Requesting a refund of $132.50 for this motel. We spent Fri July 23 there and left immediately the next morning.

The place was a total mess. Beer bottles, caps, cigarettes all around property. Broken chairs everywhere, weeds growing in all the cracks by the pool. Pool was dirty. I can keep on going on. We have stayed here in the past and never had any problems. New owner doesn't seem to care at all. Are trip was ruined and we tried to relocate but everything was booked. This place should be closed down.

Thank you for your time.
Confirmation #[protected]
Priceline trip #[protected]

Sincerely,
Linda and Joseph Deptula

On 7/25/21, I searched for room for 1 adult and 1 child at the royal at the atlantis, bahamas and saw a price for $225 and clicked on the room and entered my information and checked for payment on affirm. After entering my information on affirm, Priceline automatically booked the hotel without me pressing book now. I contacted Priceline and the agent said that it could not be refunded, I then checked and saw it also said for 1 adult and asked about it and was told that I would have to pay more depending on what the hotel said even though I had originally made the booking for 1 adult and 1 child. I asked for the number for the corporate office and was given a false number by the agent.

Even though I've called and emailed Priceline multiple times and waited for an extreme amount of time for a callback and for representatives to assist me, Priceline has proven to be incapable and unwilling to allow me to reschedule a hotel reservation and a plane ticket that I purchased in November 2019, as part of a $6, 000+ purchase that I made to travel on July 2020. Because the travel dates were during the pandemic, most (not all) of the hotels and flights were either refunded or rescheduled by the companies/hotels, but there are some that Priceline refuses to reschedule/change. This means that I have lost over $1, 000 for hotels and flights that I will not be able to use.

Also, on July 20, 2021 I spent over 5 hours on the phone and waiting for callbacks from Priceline, only to be told that I will not be able to use the "residual value" on my flight reservation. When I asked the representative, Ashley (A7), why I cannot use the residual value when the very meaning of the term "residual value" with airlines/travel is that it is a credit that is left and can be used towards another purchase. Instead of answering my question, Ashley sent me another email where she copied the text, erased where it said "residual value" and changed it to "lost value" -- thereby forging/falsifying the initial electronic email that I received from Priceline. -- I was not even purchasing a new ticket, I was making a second change to a ticket I purchased in 2019. The initial ticket was about $1, 278.95, then I made a change to the travel dates and it was $1141.45 ($137.50 residual value), and the second change would've cost me $1, 387--but instead of paying an additional $109 per ticket for the new itinerary, Ashley told me I had to pay $246 per person because I had lost the residual value. That is when I asked her to show me were in the policy it states that residual values are lost, and since she couldn't provide me with that she forged the email and resent it to me stating $1, 141.45 ($137.50 lost value). Is this what Priceline representatives do? Make up information ad steal from customers?

Ashley also process $497 on my credit card even though I told her not to because I had questions about the residual value. I'm now waiting to see if the $497 drops off of my credit card because I did not authorize it and she did not provide me with an updated itinerary. And I'm also waiting to see if someone from Priceline will contact me about this issue.

Hello,
This is Jasmin Nash . I booked a flight to Rhode Island using Priceline last December. Unfortunately due to COVID rules /regulations I had to postpone my trip.
JetBlue the airline or choice now no longer services my home state.
In effort to use my credit I was given a full calandra year to use. One agent and I had a miscommunication. He booked me for Newark, but I stated I can fly to New York.
In an attempt to fix this I tried calling the customer service number and was always prompted for a callback and never received one.
After trying for several days I got a call back on July 18th. I was on the line for 2 hrs and they said they will not honing the prices I seen for JetBlue in real time. I asked for a supervisor that decided to call me back at 2:15 am eastern time.
I explained the last agent was rude and said " I'm done with you" and the super stated again they will not honor my credit due to the last agents mistake and missed call backs nor will honor the prices I seen in real time for jet blue .

I'm outraged. I'm disrespected and beyond pissed.

Now I have to pay more money than what's quoted. If you all want my 303.15$ so badly you can have it .

Congratulations. You're a horrible company I will be campaigning that no one ever use.

I have tried 5 different times, a total of 6 hours, to get a hold of an agent.
A gentleman name Carl. He said his email was Carl.i@priceline.Center and it's not. I tried 1 959 265 4387 and no one ever answers.
To the problem. I have a flight to Dubai, India and Nepal. My Globus and Cosmos Tour company cancelled all tours for 2021. I have spoken in the last 2 month with Priceline to get this refunded or credited for another time. India is closed and the Pandemic is still very bad there.
All I want is someone with a real email to contact me, [protected]@aol.com or call me at [protected] in the USA.
Priceline trip number is 10066610278 order number is PA26FCB
trip date is September 26, 2021. I have spoken with so many people and everyone says to wait. I can't wait. Our trip from Cosmos was cancelled in 2021. I NEED HELP NOW.
I just don't know what to do. For 2 weeks I can't get thru and right now I'm on hold for another 1 1/2 hr...
Rolando and Susan Hernandez

Good evening,

We are at our wits end with the level of customer service that we had received this afternoon. We probably consumed atleast TWO hours of our time on this issue between all the times that we were hung up on and transferred and placed on hold. Long story short is that we booked a hotel room on your app through an Express Deal and paid just over $159 a night. The same exact hotel and same exact room immediately before I booked the express deal and there after for atleast 45 minutes came to just over $135 a night if I were to book the room myself on Priceline. We had called customer service to inquire about getting the $135 rate since it clearly states on your site where we booked the express deal that Priceline guarantees that we will not find a lower published rate. Well guess what...we did and it was at the same exact moment in time that we booked the express deal. We got excuse after excuse when we tried to explain the situation to customer service when we had called and got zero accomplished. We have used Priceline many times and never experienced a situation like this. I am not understanding why we are paying more for an express deal for the same exact room and hotel that was $15 cheaper if we booked it ourself on Priceline at the same exact moment in time.

Begin forwarded message:

From: Priceline
Date: July 13, 2021 at 3:58:41 PM EDT
To: [protected]@aol.com
Subject: Your priceline itinerary for Chattanooga, TN - Tuesday, July 13, 2021 (Itinerary# [protected])

Ihad booked flights to Las Vegas to visit someone. Due to events, some of them covid related I needed to switch my flights to Tuscon Az. After MUCH time on the phone I was charged more because "discounted rates" could not be used. It wasnt that the amounts were that much though it really should of cost less and the desired times were difficult mainly due to level of competency that I had to deal with. All in all it was not an easy or particularly easy process. I needed to talk to 3 different people as some can only deal with one direction of destinations. Makes not much sense as when you book it seems like a one seamless operation. After my experience I spoke to seral people who said that Priceline was one of the worse of the discount travel companies. I certainly would not recommend them.

Hi,

I booked a car rental for 7/9 - 7/13/21, picking up and drop off at Las Vegas Airport. My flight has been delayed due to the impending storm going through Massachusetts. I am now flying in at midnight vs. a few hours before. I called Priceline and asked to modify the time. They told me I had to call Thrifty. I called Thrifty and they said that contractually they are not able to modify Priceline reservations with the client directly and they instead a Priceline employee needs to call and made the modification over the phone with Thrifty. I called Priceline back (at this point I've been on the phone for over an hour trying to get the reservation time changed). Priceline then says that they have a "rule" that doesn't allow them to change any time, even if it is due to the flight change that a customer has no control over. I think that is UTTERLY RIDICULOUS, especially in 2021 when there's about 1, 000 ways to rent a car. I will be sure to NEVER rent a car again with Priceline.

29 June 2021, I use Priceline to get a rental, they used Fox Rent A Car, this company does not informed on the outrageous price after they convinced you to get the toll package or end up paying way more money. This place was recommended by Priceline, as they made the reservation. Additionally, I was not aware that once you get a rental vehicle, you have to pay $40.50 for Airport Fee in Austin Texas. This additional to the taxes already paid with Priceline for sales taxes, concession and Travis county. Priceline failed to tell the customers about these additional fees, not including the Toll fee.
Priceline did not do a good job to inform customers of additional fees. Priceline did not proposed or warned customers and did not look at Fox Rent A Car bad reviews that shows that dissatisfied customers. As I spoke with Priceline customer service the guy did not show any concerns. Priceline is supposed to be a reputable agency but send customers to a poor rental agency without researching the companies. I only needed to use the toll twice.

I used Priceline to book a stay in Park City, Utah for 4 nights on June 25, 2021. The price they quoted me for "Resort Fees" was $80 total for the entire stay.

THE PROBLEM: At the end of the trip the hotel charged me much more for Resort Fees, using the CC that they kept on file when I arrived.

EXPECTATIONS: As Priceline was the booking "agent" for this trip I expect them to assist me with any issues like this. After all, Priceline makes a considerable slice off the deal. Also, I used Priceline's quote to make a decision about which hotel to use. Priceline has an obligation to communicate with the hotels they recommend, and stay current in their price-quoting. Priceline obviously doesn't care to do this.

MY ATTEMPT TO RESOLVE: Priceline's online chat is a joke. Don't bother, I wasted almost an hour while some lackey wasted my time. When I got through to "Michael" on the phone, he was adamant that this was an issue between me and the hotel, despite the fact that I based my decision to stay there on the pricing information Priceline provided me. Never mind that -- Priceline had no interest in lifting a finger to help me.

MY CONCLUSION: I will intentionally avoid using Priceline in the future for any travel, any hotel stays, any rental cars -- anything. They have demonstrated that my business means nothing to them.

I booked a hotel with Priceline that started it"a savings of 'at least $20'" the stayed price was $79. After booking Google said the lowest rate was $64 and the highest was $89. When Priceline's"regular"site had it for $88 but the net cost(after taxes and fees" for the $88 price was HIGHER than the $79 price where you didn't know the hotel and couldn't make any changes! And the major travel agencies had it for $99 which was, after taxes and fees ($113.96), $1 less than Priceline's secret "deal" of $79 plus fees which totaled $114.97. It certainly was NOT at least a savings of minimum $20. It was more than any other site not claiming a secret discount!

I pointed out to Priceline this is frisky misleading and deceptive advertising and they told me to pound sand. I have screenshots evidencing everything I am claiming here.

This place was an eye opener, if your traveling. First I arrived and I'm 70 but all they had was a second floor room, that's ok. But I had to park my car 1 block away from my room. The first night I was there, woke up to breaking glass and fighting 3 doors down they knock the window out and they were yelling cussing and the police was there. My window would not lock, my daughter was leaning against the window and it just slid open. The toilet seat was broken. There were no drain plugs in the tub and sink. The 5 days I was there, they never vacuum, or changed the bedding. I got one towel and had to go to the office to asked for towels. The soda machine did not work, ice machine leak water on the sidewalk and it ran down to the parking lot. In the morning there were bikes park in front of my door and I was afraid of the people, hanging around. One evening a person came banning on my door and window yelling let me in. I was always being asked if I have a smokes or money. The room next to me, room 201 played music loud and they're yelling and slamming door until 3 a.m. The stair was had vomit and trash on it and the whole 5 days it was never cleaned. This is a place I would not let my dogs stay.

I booked a hotel unknowingly through Priceline. I thought I was calling the hotel directly to book. The stay was to be June 4, 2021-June 6, 2021 at the Quality Inn Springboro West in Springboro, OH Only found out it was through Priceline when after a horrible experience at the hotel (a dead body was discovered in the room next to one of ours) caused us to want to check out early. We were informed at the desk they don't have authorization to issue a refund because it was through Priceline. After many phone calls and messages between both the hotel and Priceline, I am finding out two weeks later that nothing has been done about the refund. So they made a big deal about doing me a favor of calling the hotel on my behalf to see if they would issue the refund. Again, going back to the day we checked out, the hotel said that they don't have authority to issue the refund. Priceline is now saying they Don't have the authority to issue the refund because the hotel won't agree. It's a vicious circle for an unhappy customer but a great situation for both Priceline and the hotel. They both get their money and the customer is just plain out of luck
I only wish I would have read some reviews about Priceline before this happened. But then again, why would I have read reviews for Priceline when I didn't even know I was booking through them? I also wish I would have read reviews on the hotel but I had used this one before with no trouble. The new ownership and management doesn't see to the details like the previous ones. That is a whole different and long story.
I just wanted a refund for the day and night we checked out. A good business owner who cared about its customers would have offered it readily and also offered to refund both nights.

Monopoly and tracking against one individual. Your representatives ganging up on a person who in the past, about 6 months was used by Priceline reps to specifically target a person that may be a traveling salesman and they know that persons habit of where to stay generally 2 -3 star. The hotels at this time during Covid specifically picks the lower hotel that doesn't have a pool, that doesn't have a restaurant, just brown bag, that doesn't have maid service daily or even weekly, that charges for parking, a few, because they generally have at least 40 Rooms vacant. Two of these hotels are along the running railroad tracks, non smoking but smoking close to all doorways are everyday. These hotels generally are occupied by construction workers- tar, mud, black train grease- where the carpets are dark and rarely cleaned. There are several hotels that are comparable to Travelodge. First floor all mildewed. One hotel has a TV the size of a dish Matt that covers individual dishes under a kids plate. Toilets that are so tiny and low that you can't safely get up without using the walls. They need to replace the tots toilet with big adult toilets. It appears your not giving a better deal then the hotel. And this is Covid. Those Hotels you're giving 3 star are not .No Amenities and you don't count in the room. It's not a hotel or motel with minimum things in room. Hairdryers don't count. Plastic coffee pot doesn't count. That's the hotel business. Amenity is a Working pool, a working jacuzzi, a huge lobby, halls, lobby bathrooms., sheets. Embassy Suites gives free parking. You're charging 60-120 for a 2-3 star with the above issues. These are 49-50 a night. Now when you have a customer who you know is staying a month, your reps are blocking out those hotels forcing person who paid your reps rent so to speak already in their Commission. Charge 59 a night, then reps add their 22 a night that 80.00 a night for the above issues whose Covid fatigued. This report needs to go to California gov HUD offices. All sites add about 13.00 a night. So does Priceline until they track me, know it's me, then they raise their commission or Blocked me on All Sites from getting it normal price. Priceline reps are squeezing customers. You don't pay 22.00 a night to Priceline Rep he sends out the word to all Expedia group and Priceline's few to not take her reservation. Make her go to Priceline. They had a good run on me. I'm not paying your representatives Rent anymore. You'd think they'd cherish me and get off my back tracking my habits. These hotels have always been in the fifties.There's always been that option. I did screenshot 24 hotels and their breakdown prices . It works out just as I said. My neighbor just got 51.00 and 13.00 commission/tax. On her computer. On mine, it's 102.It's been going on since March. If I'm going to pay outlandish price for my salary, I'd rather pay the hotels even though higher then deal with a Priceline that strong arms the customer. A few times 55 came up, then I checked book and for the third time the room disappears. And the other sip items follows. They've confined me to Priceline. Again these hotels are hurting for business. They might not like the influx of immigrants because of behavior. Still I d count 40 rooms vacant on all six hotels. It's not going to help if you continue to track us. If you alert your reps then you lose customers because they will not stop.

I made a reservation with priceline on April 13th 2021 to fly from San Luis Obispo Ca. to La Crosse Wis. on August 17th 2021. I was just informed on June 13th that the day I am suppose to fly out, the San Luis Obispo airport will be closed due to construction on the day I am to fly out. So I've reached out to Priceline multiple times in order to change the dates of my departures to no avail. I can never get through to talk to an agent to address my issue. My flight confirmation number is EFHMJC with American Airlines, and my flight departure date is August 17th and returning on August 31st, and what I want to do is just change my departure date from August 17th to the 15th or the 18th out of San Luis Obispo, because the construction at the airport will be on the 16th and 17th of August. Then on my return flight, if I fly out on August 15th I want to return on August 29th out of La Crosse Wis., or if I fly out on the 18th, I want to return out of La Crosse Wis. on Sept 2nd. I need someone from Priceline to call me or email me to get this issue addressed. Luther Johnson [protected] or [protected]@yahoo.com

I've been using Priceline to book Hotels, Airline reservations, and other travel needs for both my businesses and for personal use. I've experienced an entrenched combative and non-service-oriented attitude with all of my communications with this company, especially where failures and bad Priceline policies are at issue. They only want your money, and won't deal with your problems without an enormous effort on the part of the displeased customer... Although their prices are good, I will not use their services again because of their anti-consumer stance...

My name is Jacqueline Mejia phone 832.876.9108 email [protected]@hotmail.com
My issue is that I spend more than a hour on the phone with this agen Name Love, that would not help me 1st because I did not have a pin number, she gave hassle back and forward and will not transfer me to a supervisor; even though, I asked multiple times, she refused because she said I was providing the wrong numbers for the confirmation. Love stated that the supervisor instructed her that they couldn't help me because I did not have the right confirmation number. I offered to forward the email confirmation I had, the agent love refused to give me a customer service email to send it.
She was awful refusing to help me, until she kept insisting for me to hang out the call. Let me note, she refused to call me back to confirm the account as other agents have done before. All this was for a hotel reservation which I walked away from the place since there was police involve at the place, the room was dirty, sheets were not clean, carpet with stains, very awful place to put any children in there. Previous agents took the information; however, they attempted to ask for a refund under the wrong reservation since I booked right back a new reservation when I walked out of the 1st hotel. I never could get my point across to have my money reimbursed for that first hotel.
Please help me to get this matter fix since it is not fair I lose almost 200 dollars in a hotel reservation that is not what they advertise on the web. Reservation number [protected] for one of the rooms, and [protected] for 2nd room

I had a trip scheduled for a trip for Orlando to Houston on 7/1/21 @515pm United airlines confirmation #1. Returning 7/5/21 @605 am by Spirit Airlines Confirmation #2
Both had the option to cancel. I wanted a later flight for 7/5/21 so I wanted to cancel it and rebook because they were the same trip # but separate flight confirmation #s. I requested to cancel using my trip #, and only the second flight confirmation #, email, and phone number. Priceline canceled the wrong Flight which they canceled Orlando to Houston, which was the same trip # but a different flight confirmation #. I called 1037 pm and waited on hold for 2.5 hours only to speak with a rep at 1253am, who had no idea how to help me. I asked her can she get me over to a supervisor and she transferred me back into a queue of 2hours 37 minute hold. Finally, I spoke with Liz who was rude, unempathetic, and no concerned to help. She told me over and over how I was wrong and did not do it right. at the end of the call, it showed that it was a Priceline error because the second flight could not be canceled out by Priceline. They canceled out the first flight due to them not being able to cancel the second and me having to call Spirit. So I set on the line going back and forth with the rude lady only to clarify to her that it was not done in my error. I canceled it out 4xs after the fact and still nothing happened, no email nothing but bc the first flight Confirmation Orlando to Houston did have the ability for cancelation option, it canceled it out. This lady still refuses to apologize. I made it clear to her it wasn't about the money because I have insurance on the trip. It was her and the rep's audacity to state it was my error I did it wrong after advising I did no such thing. I even emailed Supervisor Liz a screenshot of my screen saved data on my computer, which showed no error on my part. I was on the phone with this company from 1037 till 3 am. It's 349 am and I am up writing this letter, complaints online, blogs, every social media site, and will continue. I have never been treated this way in my life. It was never about money just the point it was a Priceline error and instead of trying to fix and resolve, I was told I did, I did, I did.

I made reservation for a trip to Las Vegas with Priceline on May 3, 2021. My travel date was May 30 to June 3, 2021. We arrived at Mandalay Bay Resort on May 30, 2021. At the check in desk, I was told I had no reservation in my name. I called Priceline, the person on the told they will contact the wholesaler to get the reservation to the hotel. I gave the hotel my credit card to check in. June 3, 2021 I was charged $901. 00 for one room and $928.00 for the other. Priceline wants to refund my money for the reservation with them . But, I'm stuck with a $1800.00 bill from the hotel.