Priceline.com
reviews and complaints

Sunday May 7, 2017/ Priceline trip # [protected]/ John Herrick/ [protected]@bellsouth.net.
I was not allowed to rent the Hertz car Priceline booked. The Hertz agent at the JAX airport insisted they required 2 forms of govt. issued picture ID when using a debit card. The Priceline "Important Information" document, Rental Car section, describes the requirement as being "valid drivers license" which I did have. They recommended I call Priceline to transfer the rental to Alamo who had no such requirement [2 IDs]. The Alamo agent said they could give the much cheaper rate if authorized by Priceline. After a fruitless 1/2 hour conversation with a Priceline agent, and then a supervisor, no authorization was given, but rather I was charged $15 for canceling Hertz. I was subsequently charged $143.54 for the Alamo rental. Considering that Priceline never let me know I'd need 2 IDs [I'd have brought them if I'd been told] I think it only fair that you refund me the difference in rates, and refund the cancellation fee. Thanks, Jack

Hi

On 5th May 2017, I had booked a car with National through Priceline. While doing the booking there was no mention on the website about the fact that vehicle cannot be given to a person with "Probationary Auto License". It said Valid driving license and a probationary auto license is a valid driving license. On arriving at the airport National refused to give a car or transfer it to my friend with a Permanent auto license. In this whole scenario, there was no fault of me: the customer. National or Priceline did not mention it anywhere that a customer cannot be given a car rental on probationary license.

I had been charged $24 as the cancellation fee which I shouldn't be coz there was no mention of this condition.

I would like to claim a refund of this cancellation fee. Infact I had to pay for lyft to and fro both coz of this problem.

The booking no is [protected]
National car booking no is 1716057083COUNT

On wed April 19 United Airlines Flight # 8361 at 12:05 Ticket #[protected] I was there at 10:40 self-check- In counter computer couldn't trace my reservation I ask the representative even he wasn't able to do that, then they sent me to Air Canada counter at 11:00 after a long line up the representative change my flight to AC511 at 1600 and charge me $ 150. .As I paid $ 275 earlier and if was a change why do I have to pay more, so please refund my money back.

reply from United Airlines.
"PASSENGER: MOHAMMEDI/HUMERA
TICKET(S): [protected]
REQUEST ID:[protected]
Dear Humera Mohammedi:
Thank you for reaching out to us. Please contact the issuing travel agency for further information on your ticket.

We appreciate the opportunity to respond to you. Thank you for choosing United Airlines.

Sincerely,

United Refunds

Check Refund Status
FAX: [protected]"

We have had many cruises and trips during the past 60 years all over the world, including hotel and 3 cruise purchases through Priceline.

The latest was last September. We purchased another week long cruise for this fall. We are also arranging for another cruise for a large number of family members.

However, had a problem with their website payment and got the run around for weeks including being told that they are "partners" with another company that is responsible. They have yet to resolve anything but give stock replies. We do not buy from their partners, we buy from Priceline. Tried to reach CEO, but news reports were that : "Priceline CEO ousted after having at-work relationship". So had hard time getting to top people who would respond.

Seen many huge companies go out of business, or lose marketshare, when they start treating customers poorly. See United, Target for recent examples.

Too bad. Priceline was a good alternative. Good luck.

I was disappointed with my experience with Priceline. They made a mistake in my reservation and I had issues with the hotel.
I tried to get at least a partial refund, but these guys refused and said that was impossible. Because of their mistake I had so much trouble and they refused to take responsibility. Date was incorrect and I found out about that only when I arrived at the hotel. Just imagine how terrible it was! Gladly they had few available rooms, but I had to pay more. I will never use Priceline again!

We booked hotel at Santa Fe Suites with Iternary number [protected] and and [protected]. We have a 9 month baby, the hotel offered no mattress, crib bed nothing for th baby. They told us they would give us a sheet to put on the floor and she could sleep there ... where there were ants crawling and other critters. We called Priceline they said they could do nothing about it. The bed was literally broken and sinking in, could not be slept on. The toilet seat was broken. When we booked we were told it would be similar to a holiday inn express, this was even worse than a motel. We left and did not stay there.

I booked a hotel in savannah and inadvertently selected a reservation where you pay the full amount up front.

I called priceline to notify them of my mistake and to rectify the issue and was told they could not help me per the fine print saying no cancellations or adjustments allowed to my reservation.

I offered to pay more money to rebook my hotel so I could have the option of paying priceline after my stay which is 8 months away and they still said no. Spoke with a sr. Agent by the name of jada to see if she could help me with my plight and she was of no help nor did she seem to care.

My experience with priceline made me realize two things.

1) I felt like I was being treated like a transaction.
2) priceline can care less about helping there customers.

I am very disappointed and frustrated how the company has taken the human factor out of the equation. I realize your company is and online sales organization and competition is fierce but when you offer zero customer service to people who want to buy from you and most likely would buy from you in the future it just ends up hurting your bottom line in the long run.

Simply put you failed on one of the most basic principles of business customer service without that sales and customer loyalty will be affected.

I made an honest mistake and I tried to rectify it immediately and there was no path to correct a simple misunderstanding.

I booked a hotel room thru Priceline. I get to the hotel and they do not have a reservation for me. I go to another hotel down the road that is from the same hotel chain to see if I was book there by mistake, and no luck. I spent a hr in the lobby trying to resolve this with the hotel. I went online and book it again at the place I was already there, and Priceline charged me twice. I contacted them about the issue, and they refuse to refund my money. This company is fine with collecting money for a service they don't provide. I will find another company with integrity!

My wife and I have booked with you a few times now. We have been unhappy with the hotel and room type for all but one. I try and plan a nice night for it to be ruined and at the very least find it to be the same price as a normal room if I had booked it myself. Maybe it was a mistake but very true. For instance, on my last booking with you I booked through your express deals and we had a room at the Edgewater Hotel in Seattle. Very unsatisfied as it was supposed to be a Waterview and all we had was a room of valet service moving and parking cars. It was very loud and noisy. Not to mention the horrible View. The time before that I booked with you guys in Spokane Washington and you sent me to one of the most disgusting hotels I have ever stayed in. Very dirty and unsanitary for little ones and very embarrassing for myself in my wife's eyes. I could go on and on as one time I booked a room to stay in Bremerton Washington and you put me in a hotel 40 miles away that I was unable to stay at. I'm not sure if I will ever do business with you guys again. As a executive chef, veteran and a normal run-of-the-mill family man I would hope my daughter would go further then where I'm placed. I truly hope you figure out a better system and I'm sure you have a lot of happy clients but it just so happens that I always get the bad end of it. If you wish to reach me my email is [protected]@gmail.com

I do not usually send feedback but I feel like I should. On occasion I understand that people are unhappy but not every single time they book with you.

James ertz & aubrey ennis

I have purchased tickets that are going to Toronto, Canada. I got an email from Priceline.come saying that the flight schedule has been chanaged and will be arrived one hour 27 minutes later than scheduled so I called Travel service center to ask them for another option (another tickets or refund..etc). They said I need to pay $200 as penalty and service charge per ticket so I need to pay $800 dollars for $1, 050 value four tickets. Do you believe this? This is not our fault. One hour and half delay is big difference. Any body that can help me to solve this problem? I am even not sure that somebody from Priceline actually read this complaint.

I booked two rooms for the night of July 29, 2017 and without my knowledge, priceline used a third party for the hotel rooms to handle the booking. I had checked the date before confirming the booking and went to print out the details today to send my uncle who I am going there to visit in late July. The booking details had changed the date of stay to March 29, 2017. Today is April 6, 2017. I called the hotel to see if they knew what to do and if this happened in their system who informed me to request a refund from Agoda.com, a third party booking agency used by priceline. I called priceline who transferred me to Agoda. I work too hard to have a $270.94 charge on my credit card for a problem I didn't cause and for a date I didn't reserve. agoda.com verbally said they would refund my money, if I used their site to book the same hotel on July 29, for the same two rooms. Yuna, who works at agoda, said the supervisor would call me which hasn't happened and the refund would be applied to my credit card which hasn't happened and that they would get the hotel to approve the corrected date and rooms for the same price, also hasn't happened. The price their site has for the same accommodations is more than twice what I prepaid for the same night on priceline. I know that computers make mistakes, but this is not what I expect when I use priceline. The priceline booking number is [protected]. Here is my ticket to fly into Sacramento where I am flying into to visit my uncle. I booked us two rooms for his birthday to take him to see James Taylor on July, 29th, 2017. The rest of my stay will be where my uncle lives and due to a heart condition, he cannot handle going home after a concert, so we have to stay the night in San Francisco on July 29th. Please rectify this by booking the two rooms for no additional charge at the same hotel for the correct night of July 29th, 2017.
Thank you for your help.
Kathryn Moore
[protected]@yahoo.com

I made flight and Car rental reservations for 04/07/2017 and I was trying to obtain a detail summary of the taxes applied to my rental, which were more than the actual rental charge, and no one could tell me. I was told that I could not cancel. I just want a detailed summary, that's all. Also, if I cannot get that information I would like a return.

I made airline and car reservations one plus months ago through Priceline. 2/9/2017.
Today ( 4/3/2017) I checked airline reservation and saw price line ad for car rental. I followed through on ad and inadvertently double booked another car. For same date, time.
I would like to be refunded on credit card for second rental. Priceline trip # [protected].
I will try to handle this at local rental desks. If this is not successful I will file complaint with BBB and dispute charges on credit card.
Phone representatives we're not helpful.
Thanks for your timely resolution on this matter
D. M. Morris

I, on my sister-in-law's behalf booked a round trip ticket for her and her husband on Priceline. Right up until I hit the button that accepts your payment did it show BOTH legs of the trip on the itinerary. Only after accepting the payment did it boot out the return leg of the trip, without a price adjustment. We canceled the flight and tried again with the same result before online chatting together with customer service. They instructed us to try again on their site. When we explained that we had already done that many times, and even paid for it twice (money apparently refunded each time, not part of my complaint) she suggested that we use another site to book. When we asked for a phone number to call to help us further she gave us the Priceline customer service line and said that we could call but they would tell us the same thing.
We gave up for the night and I called on my own in the morning. I was told to call the airline to see if there was a problem with the return flight that kept getting bumped. I asked if I should call them back afterward and was told to call back to let them know that everything is all set or if not to book with another site (Kayak was recommended). I asked if they were associated with Kayak because it seemed strange that they would ask me to use another company and they assured me that they were. I called the airline and they told me that there are plenty of seats on the flight in question and were very kind. I took that information back to Priceline as I called them for a second time. After relaying all that had happened AGAIN (I must say, each time I was on the phone they were very courteous and made sure they could hear your side, they just couldn't do much to solve problems.) after being told again that they cant make sales over the phone I asked how to purchase the tickets if I cant buy them over the phone and I cant get them on the website; their answer was to book with another site or with the airline directly. I said thank you, as this whole mess was clearly not the fault of the people on the other end of the phone, but with the company itself. They have a lot of customer service options in place but leave these people with very few options in the way of actually being able to help with anything.
In the past I have used Priceline customer service on my own with help canceling a hotel booking and they were able to help and accommodating. It would seen that their scope is rather small and that they are left with few options when something outside of their scope comes up, which sets the employees up for failure. When their advice for a customer is to use another company, that tells me that Priceline doesn't care about its customers or employees.
Advertising a certain price for a product and then changing the product after payment is made is wrong and illegal. I have used Priceline for years with no large issues and was excited to recommend the product to my sister-in-law, as they have been so helpful to me over the last 10 years or so. I've since deleted the app from my phone (my "go to" travel app) and intend to take my business elsewhere, in addition to discouraging those I know from using the product as well. So sad to end a customer-business relationship on this note.

I had a reservation at the Lexington KY, Holiday Inn Express through PRICELINE for 3/24, with a guaranteed cancellation time for ZERO cost by 6 pm. After being on hold for over an hour on the phone, priceline claimed that the manager at the Holiday Inn would not release the reservation. They said that I was stuck...and I would be responsible for the reservation. I contacted to the Holiday Inn in Lexington, and spoke to Will the manager. He stated with a witness on the conference call, that HI would release the reservation, and priceline mislead ME, and would not give me the full refund that was promised in their reservation email from 2/4/17. Their promise was to full refund by 6 pm on the nite of the 24th. I was calling and discussing with priceline at 11:35 AM on the 24th. UNACCEPTABLE and UNETHICAL. NEVER use them, they took $ 50.00 from me and hold no regards to honesty and customer service!

I booked a reservation through Priceline and they not only do not acknowledge Priceline Trip Number they issued but ran purchase though a different company without my knowledge. When I call about this because hotel shows reservation booked but not paid for Priceline tells me I have to speak with third party they used to make this purchase.

Not only was I charged and booked by Priceline (which they do not acknowledge), I get to Hotel and they charge me because they show room not paid for. So I am double charged. I am unable to get live support or help from priceline and so will leave it to my CC provider to sort out.

* FRAUD: a person or thing intended to deceive others, typically by unjustifiably claiming or being credited with accomplishments or qualities.

I had a power outage at my home, this was on the 8th, estimated restore date was the 11th. I booked a room at the Roadside in. My power came on the same night, I went home. I called Priceline the next day and they told me that I did not cancel before March 7th (I booked room on March 8th) so I can't get refund unless hotel agrees. The hotel said that it is Pricelines responsibility. I checked into the hotel at 5:30 p.m. on the 8th. We went to dinner for 2 hours, we came back and were there from 8:00 p.m. until 11:30 p.m. It is a scam to try to say that I had to cancel my reservations before noon on the 7th when I did not reserve my room until the 8th and there is no way to spin the words around to make this right. I will be calling your CFO also and reporting you to the Better Business Bureau.

Priceline has no customer service. They push requests and try to avoid answrs.
Here is my issue. I paid for a hotel room in US (from Canada), Costs me 225 CAD$. Because of an issue between the hotel and priceline, they charged me too (145.22US) which I discovered once hoom. Called Priceline, they recognised the mistake and the hotel refunded me 145.22US 2 weeks later (200CAD$). I lost 25$ on the exchange rate + fees
Priceline didn't want to refund me 25$ even if this there mistake! called 7 times... Poor service!

Recently, my wife and I booked a ticket on Priceline and the prices appear to be unusually less than what could be purchased on Delta website which I found to be strange (~around $40 cheaper).
At the time of booking, we chose economy class with particular seat reservations so we could be next to each other.

We just received an email notification that the flight has been changed by the airline to another plane. With the new flight, seat assignments are not possible.

To us, this is not acceptable. If seat reservations are not viable, it should be clearly disclosed prior to booking the flight otherwise we would have chosen a different airline. At the time of booking, we had selected seats and we were not disclosed anything.

Spoken to supervisor at Saturday March 4th, around 7:00 PM PST
• Both agent and Supervisor stated nothing can be done
• Both stated that we booked tickets that were basic tickets with no seat arrangement but as stated, that is not true. We had selected seats.

I took an express deal for a 2.5 star hotel in Pigeon Forge. I was placed in a room that is about to be torn down. Keycards don't work, rooms are dated and worn. The stars on other websites are much lower! The fire alarms either beep or have to be disabled. The rooms all open directly to the outside with only chains as security! I called customer service who said that they couldn't guarantee an express deal. I will file a complaint with the Better Business Bureau!