Consumer Complaints and Reviews
I reserved a car, cancelled it within minutes, and got charged ANYWAYS! I talked to customer service and they said it was cancelled. My credit card cancelled it and Priceline rebilled me for it AGAIN! This is not fair.
I booked a hotel through them for our vacation. The money was withdrawn from my account which was fine. Then a week or so later, as I am checking my bank account, I discover Priceline is drawing out a second amount. When I call, the first gentleman indicates he cannot assist me and would have to refer me to customer service. Then he indicates their phone lines are very busy because of this very complaint. When I get a representative, she indicates that I have booked a room for the 22 & 23. When I told her that was not me and that someone must have stolen my information she just said ok but the reservation has been confirmed by me... which I did not do so. I will not be using Priceline again. I do NOT recommend Priceline!
I booked a hotel through Priceline and when I arrived (after a long bus ride and expensive cab to the hotel) there were "no rooms available" even though I had been charged for one. Priceline kept me on hold for an entire hour, when I had a flight in only 6 hours which my fiance had also booked through them. The gentleman at the hotel found us another (Thank you Holiday Inn Express in Durham!!) and relocated us while we Sat on hold. The customer service representative was kind and helpful on the phone when they finally got to us, but the room still hasn't been refunded as promised, over a week later. I don't recommend this company, use Expedia instead!!
I purchased 2 tickets seattle to Bangkok return. I bought Alliance insurance included. Afterwards I contacted Alliance insurance to find out about the coverage and they had never heard of us. I called Priceline again 10/13/16 who after initially denying what I said conceded that it was true promised me that they would call me in 72 hours. No call at all then or ever. I called again this evening twice. Two hours later I got no where. They said there were no more phone numbers that I could call and that I was not speaking to anyone in USA and that there was nothing to be done and I could not get my money back. I am disgusted that these people are in business.
In March 2016, I booked a mid-sized SUV for three days in Denver for Labor Day weekend for $200. Remember, I cannot cancel. Guaranteed $200. Non-Refundable. When I got to Budget Rent a Car, they did not have my vehicle available and offered me a "free" upgrade. After my trip, they charged me $161 for the "free" upgrade and a gas charge that I never signed up for. When I complained to Priceline, they put on a dog and pony show. They pretended to care, but really didn't, and kept on delaying, delaying, delaying. Finally today, after a month and a half, I had to follow up with them to see what the deal was. After pleading with them to give me a yes or no as to whether they were going to refund my money, they finally said no. Basically, I rented a car for less than 72 hours for $361. Rip-off!!! Never use Priceline or Budget Rent a Car.
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We used Priceline to book a hotel in San Fransisco... They claimed 3.5 star rating with all amenities like free parking and all, but unfortunately we landed up in a disgusting hotel named Hotel Whitcomb. As we entered room we were unable to switch on the lights... stinky smell in the room... as someone peed in the room instead of bathroom.
"Unlimited Mileage" is NOT Unlimited Mileage! Buyer beware! Priceline gives you a "come-on" line about their rental cars being "unlimited mileage." Sometimes they are, sometimes they aren't. To me, this indicates a poor company with dishonest business practices.
I went on to Priceline to reserve a rental car in Orlando, Fl. Upon accessing their site, it said cars were available as low as $20/day. I went to "bid" $20 on the lowest priced vehicle, ECONOMY. They came back and said that price was not available, but I could get it for $32/day. Fine, I ordered it at $32/day. THEN... Priceline sends me an email saying that they were sorry the $20 was not available, but they could do $11 a day. Yes, that is not a misprint... $11 a day. So, I called Priceline back and was informed, because it was through ECONOMYCAR RENTAL and not BUDGET CAR RENTAL, they would not honor their Best Price Guarantee.
On the initial bidding, Economy Car Rental and Ace Car Rental were not showing as available options, even though... they clearly were. This is nothing more than a company milking every cent out of their customers and providing ZERO customer service. Please be VERY leery in pursuing ANY business with this unethical company. After reading other complaints, what this company does is simply criminal.
Two days in a row I have attempted to book a flight and rental car for my parents to attend a funeral. Both days an "Express Deal" was offered and both days after several attempts at booking, a screen pops up and says "We were unable to book the flight you selected, but we've got more great options for you to choose from!" So, I chose another option only to receive the same results.
Had a chat session with (Clark) support and was told "I know that this is an important matter, and we appreciate your business. However, your request was not accepted due to availability for the dates and city requested. I would strongly recommend you to book the reservation elsewhere for this particular trip. Rest assured, your credit card has not been charged." I totally understand Clark, I should have known better than to click on the wrong dates and wrong cities in Priceline's search engine. It was my fault, I am sorry for clicking the search results, what was I thinking? Next time I will make sure to only select dates and cities that are truly available. It's ok Priceline, I know it isn't your fault.
"I am sorry but our booking system is linked to our travel partners booking system, just as any other internet travel service or travel agency, and there can be occasional time lags which impact true reservation availability." It's your travel partner's fault. Priceline doesn't have control over their search engine and what is being offered, but not available. Priceline you have a fantastic business model in which you don't need customers. I know, you are right, it is too much work to assist booking a flight or see what can be done to make a sale. It is much better to send customers elsewhere, let them bug someone else. Hmmph, freaking customers trying to select flights on dates that just aren't available, go somewhere else you knuckleheads.
Side note, I called the toll free number just to see what they would say about the matter. I was told verbatim the exact same thing. Huh, Priceline is doing so well that they don't have to maintain their website, ensure accuracy on what is being offered, or assist customers to make a sale. Good for you Priceline, good for you! Every business strives to be just like you.
I've never used Priceline on an international booking before and never will again. I paid them in advance for a room but when I got to the hotel, they told me I needed to pay them even though I showed the confirmation. When I got back to the states, they have been of no help in getting reimbursed. I was first told that I should deal with the hotel! I finally got a manager involved but almost a month later all I've seen are empty promises about getting the hotel to refund the overcharge and check back in 5 days, no refund. I never had this happen when I used Expedia for foreign travel and they have been very good at resolving things.
Quality Inn & Suites Skyways, Newcastle, DE. Reservation made for NON-SMOKING Room. They didn't honor my reservation, asked go head & complaint. On Oct 8th, Called to Priceline. Customer service take forever to ANSWER MY CALL, it more than 30 minutes, and immediately hang up. Problem NOT resolved so far. I was waiting at the property to resolve my issue. Most unprofessional way dealing with customers. Priceline you must hire customer service persons who can talk properly & professional. I had good experience Expedia. They solved my issue at the hotel in less than 5 minutes. DECIDED NOT USE PRICELINE IN FUTURE. BE AWAY FROM THESE GUYS.
The "cancel flight worry free within 24 hours" seems to only apply to airlines you're not flying. I had to call Frontier myself and ask them to cancel my flight. Lucky for me they have a free cancels within 24 hour policy and did it for me. No problem. Not sure why Priceline can't do that.
I booked a hotel on Priceline using express deals for my recent trip to Connecticut on October 8th. I picked a 3 star hotel that was compared to a Hilton or Hyatt hotel. Did not pick the hotel, it was a random pick by Priceline. Was given Travelodge Hotel in Windsor Locks, CT. Upon checking in the lobby was clearly updated but going to my room the doors to walk into hallway of where our room was located were shattered and sign on door stated "please do not touch glass." Room was HORRIBLE, carpet was musty and holes in carpet. Pillows were flat and stained. Room smelled like smoke and there were people next room dealing drugs out of room and they were living there.
Complained to management of hotel and left immediately. Did not stay there, called Priceline and stated this was not a 3-star hotel that I got, not even a 1-star hotel and they said they would check into my complaint. Sent me an email stating they did a thorough investigation and that it is rated 3 stars and I said "how can you investigate when no one contacted me to have me send the pictures I took to back up my complaint?" Got the run around from Priceline and they stated they called hotel and no complaints were made by me to them. Absolutely lies, Priceline website is a complete sham and they lie. DO NOT USE in the future - you can't trust them.
When booking this hotel for me and my family, it appeared that the hotel would be satisfactory for our quick one night stay. However upon arriving, we realized that this room was nothing like it was advertised to be. The room looked like it had not been cleaned in weeks, everything was dirty and dusty, there was mold on the bathroom towels and stains all over the bedding. Fortunately we had brought our own pillows and we made our kids sleep in long pants and socks. After arriving we looked for other accommodations, but everything else in the area was sold out for the night. So we spent the night and got out of there first thing in the morning. I know that you should expect much when booking a $69 a night room, but it was just disgusting.
I spoke with a Priceline representative and they were able to offer me a 10% refund for our troubles. This complaint is more for the hotel and not Priceline, however I am unable to find a way to leave a review on the website for the hotel, or on Priceline's page on the hotel. So I am trying to leave a review wherever I can to complain about these gross and awful accommodations. This hotel needs a thorough cleaning from top to bottom. Our room was designated as a non smoking room, however the room still smelled terrible. I am not sure what this review will do but I figured it can't hurt!
I booked a hotel on this site. It was the dirtiest hotel I've ever seen. I had booked three nights with this hotel. I couldn't stay there. It wasn't fit for humans. Maybe if the person was intoxicated or looking for a quick fix. I left the hotel and spent the night in my vehicle after driving for 10 hrs from Calgary to Surrey. I was charged a night by this hotel. I called priceline to complain and to find out why they have the Surrey Central Inn on their site. I also wanted a refund for the night that was charged. The lady at the desk said the manager would call me back. I never got a call back from Priceline and the Surrey Central Inn is still on their site. Please do not book this hotel. You will be disappointed. I don't believe anyone that's a stranger to the Surrey Central Inn would give it a good review. Please do not trust hotels on this site. This happened on Sept 02, 2016 and I am writing this review on Oct 11. I gave it a star because there isn't a zero option.
I took an impromptu trip on a holiday weekend, while there I went on Priceline and bid on a room. My first bid, not accepted but they did say they could book me for about $6 more so I agreed. I got my room and confirmation email with my itinerary. About 20 minutes later they called and said the hotel had already been overbooked and they needed to relocate me. I agreed and went on hold about 20 minutes. (Yes I was upset as I was on my trip already.)
Finally, a guy comes on and assures me he will get me taken care of. I bid on a 2 star hotel, they placed me in a 3.5 star hotel Lakeside which ended up giving us a perfect view of fireworks that night and the hotel had a restaurant style breakfast. Not the typical continental. Not only that, the guy sensed my frustration and to make me happy, he refunded my bid back to my card so my perfect night and morning was paid for by Priceline. I have used them several times and have never had a problem before. I thought 45 mins. on the phone to relocate was excessive, but he was on the phone with me and the hotel guaranteeing I had a room for the night, so I couldn't really be upset at all.
I booked on Priceline, using the lowest price (I did not bid). I specifically needed a hotel with free parking as I was leaving the car at hotel while traveling. I not only searched the Crowne Suites hotel website but also searched the information on Priceline which clearly stated Free Parking and Free shuttle. When I received the confirmation for the Crowne Plaza hotel, I called and asked them about parking and they stated that it was $25 for the week.
When I stated my case, Jessica at the Crowne Plaza stated they were not responsible for any information posted on the Priceline website, however they ARE compensated for all stays. I have been on hold with Priceline for over 15 minutes. This is unethical and downright dishonest. It should not only be Priceline's responsibility to post correct information but should be the manager from that hotel to make certain the information is correct. I would never stay at the Crowne Plaza nor would I ever use a company that falsely.
After the quoted "discount" for renting a car for 3 days I was charged $48 in Taxes and Fees which makes no sense. What is the point of discounted price if I have to pay nearly extra $50 just for using this service? The overall cost ended up same as if I never had used Priceline. Additionally, Priceline does not cancel or refund the money, holding the customer hostage. I don't care about the terms and conditions. This service falsely advertised its cheapness.
Even worse, the rental car company charged me even more money when I went to pick up the car. I had no option but to pay an extra $85 because the car which I RESERVED BEFOREHAND, wasn't even available. I was scammed by this service. I made a mistake by paying for your falsely advertised and overpriced service and I don't intend to make that mistake again.
I used the Name Your Own Price on Priceline to go to Vegas. I choose the area that said Las Vegas north strip, and asked for a 5 star hotel. Booked for 3 nights and put in a price of $200.00. I won the room but it is not on the strip. I called Priceline and they did see the problem, but said too bad, so sad for you. They called the hotel and tried to cancel but the hotel said I would have to pay for the first night. Why should I have to pay for Priceline's mistake? I chose to stay on the strip and that is the option I picked from on Priceline's page and it clearly says Las Vegas Strip North. It did NOT say North Las Vegas strip AREA. They are trying to say it covers a larger area than just the strip. Well then why do they word it like that. They have other options I could have picked like "Lake Las Vegas area", "Fremont street area", but the one I chose was Las Vegas North Strip. So wouldn't you think it would be on the strip?
I want a refund and to get a hotel on the strip not in the area of the strip. I see they have done to many customers. It looks like Priceline has hundreds of complaints. I won't use them ever again. If the hotel wouldn't refund my money Priceline should have. It was a mistake on their page and why do I have to pay for their mistake?
I had a reservation in Charleston, SC. It was made in July and just confirmed yesterday. Yet after traveling through terrible traffic, I was told that my reservation had been cancelled, though nobody had notified me. I then suffered through their extended phone service time to get a person that I had an extremely difficult time understanding because he spoke English so poorly. While I am supposed to get a refund, that does not in my mind make up for the inconvenience of traveling in bumper-to-bumper traffic only to be turned away. I will never try Priceline again!!!
Priceline express deal is total scam. On all express deals, whenever resort fees applies, it shows on express deal contract page. But for my reservation it did not show, so I made the booking. After booking I called priceline and they say that resort fees (30$ per day), I have to pay. They clearly kept resort fees hidden while booking. Express deal page showed 44% saving. When I clicked on it, it showed "14% saving compared to other hotels in area". So anyone will understand that 44% saving on this hotel however 14% compared to other nearby hotels. However at the end I got only 14% on that hotel.
I found a hotel charge on my debit card that Priceline booked and charged me for that I did not authorize, book, request. I call that theft. When I went to their chat to ask them to look into it, they said, "Not our problem, we did our job, it's not refundable and you're out." GREAT customer service... NOT! I have been traveling for business for years and have NEVER been treated like this. They didn't care to find out that I didn't stay at that hotel, didn't get an email confirmation, received nothing, but I still get charged. WOW, so much for the commercials, unless Priceline means how fast they take money from anybody, without merit, without consent and not even a "Hey we're sorry, we will cover it, something happened. Let us check into why this has happened..." NOTHING but the "We can't do anything for you."
I booked a room through Priceline for Comfort Inn located in Downtown Charleston. Inputted credit card info via Priceline. When I showed up at the hotel the front desk clerk informed me that my room was given to someone else and they were completely full. I asked to speak to the manager and she said, "oh we have a room but it is over 50% higher than Priceline rate and the free parking promised by the Priceline ad is no longer available." I called the Priceline help desk which is really Booking dot com. They said, "Sorry" and suggested I find another hotel. I said, "Great, what hotels are open?" Booking dot com proceeded to tell me they don't book hotels. So there I was on my own to find a room. There needs to be a warning on Priceline website that states hotels may not honor Priceline confirmations. Booking dot com has replied to my complaint by saying, "Sorry" and that there is nothing else they will do.
I went on Priceline. I have done many times in the best and tried to book a hotel with name your own price. The first price was rejected and then I went in and changed the star rating and area and then I received a Page Error. I went back and tried entering my price and went to the preview page and the received another Page Error. Clicked the back button and the page started showing the processing page and then it said my reservation was accepted. The problem is that I didn't submit a reservation and not for that area or star level.
I tried to call Priceline customer service and the prompts sent me in a circle 4 times and ended up hanging up on me. I started a chat with a representative Jean and she said she couldn't help because there was a contract. I explained to her the page error and she said there wasn't a page error but I clicked the buy now button. She was rude and said that there was nothing she could do.
It is so sad that Priceline does not have an option to refund if their page made a mistake. I book with them all the time and I will never book with them again. I called the customer service and just pushed buttons like I wanted to buy something and that is the only way you can talk to a representative, which is also sad. They don't want to talk to you if they already have your money. The representative said they would call the hotel to see if they could cancel the reservation. There was no answer and they said that I should call in the morning to get this taken care of - question why do I have to call them to do their job. This company is awful. Now, mind you it is Saturday night and I have to have a hotel by Monday.
I call in the morning and the first lady leaves me on hold for 15 minutes, then I hear the hotel answer and then they hang up on me. I call back through a bunch of wrong prompts and the same lady answers the phone and pretends like she is someone else. She calls and says that the hotel has to wait for the manager to approve. It is Sunday and I have to wait until the morning to get approval for a refund for a Priceline Website error; which I was informed may not be approved.
I spoke with a supervisor and they basically said the same thing... "We can do nothing and you pushed the button, I can send you my contract." So I said that "if your website makes a mistake that I have to pay for the purchase." She said "well not but there is a contract and if you purchase it then there is no refund." I said again "so no matter if I or the website make a mistake then I have to pay for it." She was as frustrated as I was. Then she said "you can call in the morning and we can resolve it." I said "why should I have to call for you to do your job. Why can't you mark this as urgent and get this taken care of."
She said "we can if you like but I would still call." Wow, just admitting that they don't take care of their jobs. This is sad and I will dispute this to the end. Priceline does not have customer service; so if something goes wrong know that you will get someone reading a script and saying no it was your fault and there is no override. No one at their company is allowed to a override anything according to all the representatives I have talked with. Now, I have to book another hotel because the hotel booked is in the wrong area and on top of that the wrong star level.
I was charged twice for one room in Traverse City, Michigan that we booked through Priceline. When we arrived the front desk indicated that Priceline only sent over one room when we had booked and paid for two rooms. However, she did have a room available (during peak season, right?) and would give it to us for the Priceline rate but we would have to pay for it with our credit card. She told us that Priceline does that all the time and we would just have to call them for a refund. We called them and they investigated it with the manager of the hotel and told us that they would not be giving us a refund because he told them "absolutely no refunds given". I pursued it with them and Priceline customer service did not respond any further. I also called the manager at the hotel. He indicated that we were a no show on the second room and he refused to give us a refund. His only advice was to not use Priceline!
Booked a room through priceline.com and did the option where they choose the hotel for you (cause I'm not independently wealthy and can't afford standard hotel rates). The hotel (Extended Stay America) they chose was horrid, as just minutes after we arrived and just opened the hotel door a big drug bust (or something) went down: 8 cop cars suddenly appeared, a dozen or more police with guns drawn and yelling, chasing people down. Kids were freaked out, I was freaked out. Had to take cover in the back of the room behind cabinets... when it quieted down we busted out of there like Speedy Gonzalez and decided not to stay there.
Priceline, nor the hotel, would give us a refund - absolutely refused. In fact, Priceline tried to blame it on me for choosing the "unknown at booking" option. This was after the front desk lady was rude to us on check-in because I asked for a two bed room (according to Priceline's instructions). Add both companies to the places I won't give my money to, any longer. What a horrible customer service branding example. And what horrible hotels they choose! I won't ever trust Priceline to choose hotels that are safe. If you're on a budget, there are better travel companies and hotels to use.
We made arrangements including reservations for a room at the Marriott in Minneapolis, MN and paid in advance for the room. We had a document that guaranteed our room at the hotel. When we checked in, the hotel stated that our room was canceled by Priceline several days earlier. The hotel charged us again for the room, and Priceline denied canceling our reservation. The next morning, Priceline said we should send in our receipt for a refund within 3-5 working days. We sent the receipt the next day. We have made several attempts to resolve this matter with Priceline but we only get the runaround. They owe us $327.73 for the cost of the room. They have not honored their guarantee.
When initially booking a family trip to Orlando, Priceline advertised the Hilton as having free internet and breakfast for two. Upon arrival the hotel informed us that breakfast was not included. The front desk told us that Priceline books through a third party and mistakes happen all the time and to contact Priceline. When we called Priceline customer service they denied that breakfast was included and refused to do anything about it. They implied that we were liars and we were confused. The customer service line had other employees giggling in the background like it was a joke. They refused to do anything about it after being on the phone for 3 hours. Do not book with this company unless you want to be scammed out of your hard earned money. False advertisement and terrible customer service is what Priceline is all about.
Paid almost 1000.00 for two hotel rooms for two nights in Niagara falls Canada July 2016. When we got to border Canadian customs would not let me in due to a driving while impaired charge in 1975 (stated it would have been a felony in Canada) . I immediately called the hotel and Priceline. They offered a refund on one night for one person (25%) and I declined and opened up a credit dispute with Discover card. A few weeks ago I was notified I lost the dispute as Priceline states no refunds in their disclosure statements. I was forced to pay for the rooms as well as rooms on the American side. This is the second issue I had with Priceline and never never again will I do business with them.
Priceline advertises on their website that they will refund you the difference: "Find a lower price. We'll refund you 100% of the difference. Book an Express Deal. We'll refund you 200% of the difference." But of course that's not really true. For the 100%, you have ONE day from the booking to initiate a claim. How often do fares drop in a day, especially for Christmas? Well, it did, by $140. Anyway, Priceline isn't parting with any refund.
ConsumerAffairs Research Team
The ConsumerAffairs Research Team believes everyone deserves to make smart decisions. We aim to provide readers with the most up-to-date information available about today's consumer products and services.
Priceline is a Connecticut-based company that helps travelers find discounted rates offered by a wide range of travel businesses, including hotels and airlines.
- Price negotiations: Priceline lets customers name their own prices for hotel rooms, rental cars and flights.
- Last-minute flights: Travelers can get extra discounts by booking last minute flights.
- Customer service: Priceline responds to customer service emails within 12 hours.
- Group discounts: Priceline can help groups get discounts including a free room for the group coordinator.
- Travel bundles: Bundling travel services through Priceline can give travelers extra discounts.
- Best for International and domestic travelers.
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Priceline Company Profile
- Company Name:
- Year Founded:
- 800 Connecticut Ave.
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- United States