Priceline.com

The following complaint is also being provided as a pdf document, attached to this email:

I am writing to submit a formal complaint concerning travel and lodging over the Thanksgiving holiday. The charges detailed below are being charged to two family members' Affirm account and we are considering disputing the payment of these charges, however I would like to hear back from Priceline about any resolution that your company is willing to extend.

Our family wanted to give my daughter and grandchildren a nice trip to Florida after they had been shut in their home for more than a year due to Covid restrictions.
My grandchildren are 16 years old and 11 years old, respectively.   My daughter is a single mother who waited until the children were eligible for covid 19 vaccinations before making any plans to travel.
The children were vaccinated on 11/19/21 and were scheduled to fly to Orlando, Florida with their mother on the following day.  The travel and lodging plans were made through Priceline (See itinerary/trip info below).   On the morning of the trip, one of the children was feeling residual effects from the vaccine taken the day before.   To be cautious, their mother decided that they should not fly out that day. We attempted to make alternative arrangements for the flight and were told by Priceline that it wasn't possible.   We were asked if we had flight insurance and we did.  We were told to contact that company and we did.    The insurance company (Priceline affiliate) told me that the flight would have to be cancelled by the airline.   I contacted the airline and they canceled the flight. I asked if there would be any fees associated with the cancellation and was assured that it would not cost anything to cancel the flight.  Frontier asked if there was insurance for this flight and I told them yes.   They said to contact the flight insurance to ensure that no money would be charged to us.    
I contacted the insurance company for the second time and they stated that there was no flight in the system for Denise Ford and her children.  (That was because the flight had been cancelled and reflected as such).     They said that the best that they could do was to reverse the funds that had been paid for flight insurance that was $54 plus tax. They suggested that I call Priceline to make sure that the flight fee would not be charged. 
After speaking with the insurance company, I contacted the hotel directly to  see if I could change the date of the room reservation.  The hotel representative told me that they would be ok with a later date for my daughter's stay but that the final changes would have to be initiated by Priceline. I contacted Priceline and was told by a representative that she couldn't resolve the issue with the flight cancellation because it was not showing in their system that there was a flight.  I explained that Priceline told me to contact Frontier for the cancellation (which I did) and that Frontier had already initiated the cancellation.  The Priceline representative stated that she could not make any changes to the hotel stay, even with the hotel stating that they could accomodate a later date. She said that the best she could do would be to "escalate the complaint".   
She assured me that I would receive a call within the hour (and for sure, prior to 6 pm that day), to discuss any way to resolve the issue with both the flight and hotel charges.  I never received a call back.    In fact, I didn't hear back from the escalation department for 3 days and that was via email. (I can provide email, if requested).
My daughter was determined to get to Florida with the children, so she decided to drive.  She had never made the trip and would not have another driver to help.    She asked me to make another reservation for a 3 day stay at the hotel, again through Priceline.   I did and this reservation was for 11/23/21 through 11/26/21.  (See info below)
My daughter drove down from Cleveland Ohio to Kissimmee, Florida during the busiest travel time of Thanksgiving.   She arrived at the hotel on Thanksgiving afternoon.  

The front desk told her that she had not arrived on the first day of the reservation and therefore they had cancelled her entire stay.     She called me to intervene and I spoke to the front desk clerk who said that she was told she could cancel my daughter's reservations as a "no show."  She suggested that I contact Priceline to make alternate arrangements and I did.,  The Priceline representative attempted to reach the hotel, so that a one day stay (or longer) could be made.   I was on the phone with your representative for more than 30 minutes as she attempted to resolve the issue, however, she was unable to reach the front desk or reservation department.   
Finally, she reached them and was told that they were "busy" and did not have time to discuss the issue with Priceline.  Your representative was told to call back at a later time.  
The Priceline rep told me that she couldn't do more and that she would send the issue to the "escalation department" and that they would call me that same day, no later than 6 pm.    I told her that I didn't believe that because I still had not received a call from the first issue with Priceline and its affiliates and that someone needed to help my daughter and grandkids to get lodging, for AT LEAST, one day.   

In the meantime, my daughter and grandchildren had traveled more than 20 hours, were exhausted and were not being given a room. I called the front desk and explained that the room reservation was paid through the following day at noon and that they should be given some type of accommodations.  I told them that I had been on the phone when they stalled Priceline as well.  I was asked to hold, was placed on a very long hold, then the hotel front desk hung up the call on me.  I did not call again.
No accommodations were made through Priceline or any of your affiliates who all received money from us.    

The Hotel received 2 separate stays of 3 days.   Priceline received 2 separate hotel stays for 3 days AND one way flight for 3 people (although no one traveled and the flight insurance was not honored).

We believe that my daughter and grandchildren were treated very badly and no one thought about how terrible it must have felt to travel more than 20 hours and have nowhere to sleep or rest. We were forced to borrow money from other relatives so that they could have a place to stay.
We are still being charged: (1) the total cost of the flight, (2) the total cost of the 3 day hotel stay of Nov 20-23 and (3) the total cost of the 3 day hotel stay of Nov 23-26.
The total amount of this trip will cost us $685.39
This is $685.39 that we can not afford and that we did not get any benefit from… no flight, no 3 day stay, not even a one day stay.

CHARGE #1:Frontier Flight for November 20, 2021 for 3 passengers (one way). F9 1045
Itinerary #: [protected]
Frontier Flight Confirmation number was: BFU85U
Nov 20 CLE to ORL

CHARGE #2:
Maingate Lakeside Resort: Priceline $164.87 and Resort fee $63.54 for a total cost: $228.41
Itinerary # [protected]
Confirmation # was [protected]
Check in
Sat, Nov 20, 3:00 PM
Check out
Tue, Nov 23
Duration of stay
3 nights

CHARGE #3:
Maingate Lakeside Resort
Priceline $117.50 and Resort fee $63.54 for a total cost: $181.04
Itinerary # [protected]
Confirmation # was [protected]
Check in
Sat, Nov 23, 3:00 PM
Check out
Tue, Nov 26
Duration of stay
3 nights

CHARGE #4 THROUGH #6: Allianz Global Assistance

Plan for Person 1
Domestic Lodging Protector I Purchase Date:
November 18, 2021
Plan Number:
PLIUS1229975553 Effective Date:
November 19, 2021
Total Amount Paid:
$9.50 Travel Date(s):
Nov. 20, 2021 - Nov. 23, 2021
Trip Number:
[protected]

Plan for Person 2:
Domestic Travel Protector II Purchase Date:
November 19, 2021
Plan Number:
PLIUS1230252353 Effective Date:
November 20, 2021
Total Amount Paid:
$18.00 Travel Date(s):
November 20, 2021
Trip Number:
[protected]

Plan for Person 3:
Plan:
Domestic Travel Protector II Purchase Date:
November 19, 2021
Plan Number:
PLIUS1230252357 Effective Date:
November 20, 2021
Total Amount Paid:
$18.00 Travel Date(s):
November 20, 2021
Trip Number:
[protected]

I hope to hear back from a Priceline representative who is able to favorably resolve this complaint in a timely manner.

Thank you,  
Donna Dixon, R.N.[protected] mobile

On June 13, 2021, I made a reservation by using Priceline to fly by Spirit Airline from PBI to EWR for two people on November 17, 2021 (Airline Confirmation Number: TEBIYP). I tried to Check-In on November 17, 2021, and I found out that the flight was canceled. I called Spirit Airlines and I was informed that the flight was canceled in August of 2021. I NEVER received any notifications from Spirit or Priceline. I was forced to rebook the flight and pay an additional $128. Also, I had to fly from FLL, not PBI. I had to rearrange my trip from home to the airport and rearrange pick up at EWR. I am requesting that Priceline reimburse me $128 for failing to notify me about the cancelation and apologize for the inconvenience.

Nov 12-14 res#[protected]
I called and changed this reservation to Nov 13th on Nov 7th. This was not done properly. The hotel did not receive and cancelled my reservation when I did not show up on the 12th. I could not get a room, there or anywhere. Priceline would not help me confirm a room anywhere and just said "sorry we screwed up, someone will contact you". I was 4 hours from home with no place to stay and the town was sold out. Five days have passed and I have not been contacted with any sort of apology, explanation or recourse. How is this possible?

I booked a hotel stay with this company and when I cancelled it online it didn't go thru. I booked another reservation at the same hotel and wanted to change the dates. I was told by Priceline to call the hotel who informed me that they couldn't do it and my original reservation was never cancelled. I called Priceline back and told them that. They never asked for my first reservation number just said "I don't see that" I asked if it was cancelled and they said I don't see if. Got to the hotel and the first reservation was still active. Called Priceline and they offered 33%. I said no I called and cancelled. Everyone that I have spoken to this far has been rude dismissive and completely not helpful. I was told they would review the call and get back to me. I got an email that said because I didn't reference the reservation it didn't meet policy. Is that ur job to ask me for it when I reference a second reservation! I then called asking for Corp office. Which no one seems to have. I also asked for a supervisor and was told I would get a call. 7 days later still waiting . Never again will I use this company

My flight was cancelled so I could not use my rental reservation. Priceline refused to contact the airline saying "they checked on the website" and the flight was active. Meanwhile I called Frontier and they verified the cancellation and not only refunded my money they gave my wife and I a voucher to use on future flights.I called and texted numerous times and got nowhere. Everyone I spoke to gave me a different excuse. I have never experienced worse customer service!

I was going on a conference trip to Africa and started to feel sick and have pains after getting off my first flight hours before getting on my next one. I called to switch my ticket to another flight the next day which was available but the only customer service I was able to reach was these foreign Indian people with fake American names (Steve and Leah) that do not understand anything and refused to listen to what issue was but instead sent me to different areas and after being on the phone for 5 hours they refused to get me a ticket due to it being past the time. Do not use them I use to be a big fan since college but never had such terrible customer service and lack of comprehension. we will not use them personally or for the business anymore.

I purchased two flight ticket in May 2020 through Priceline on a delta flight. Delta canceled and said I would get a credit and I can use that before September 30 2022. Called today to use it Delta gave me the ticket numbers and said Priceline has them for me just call them and book my flight Priceline says they can't book the flight and put me on hold for over an hour both times. I want my flights of money. 432.00 worth this company is fraud

Katina Johnson

My sister is 81 years old. She has to visit an opthamologist in Vaughan/Concord Ontario. She NEEDS TO BE ACCOMPANIED and advised that she booked a room with two beds (placing the cursor there on your site) but her confirmation indicates a single bed. She has called to complain to no avail. How can you help? Best Western Plus, Vaughan Ontario for November 4.

Booked a car with priceline at LAX. Car provider is Europcar.
Upon receipt of the confirmation mail, we notice the provider is Fox Rental (as the address is Fox, nr is Fox) but it sees now that Fox manages Europcar in LA.
We tried calling priceline to get q refund or even ask for a voucher to book with another agency.
To no avail.

I booked a car rental reservation on October 27, 2021 for a trip to Newark New Jersey December 1st thru December 11th 2021. I was given a daily rate of $24.91 for 10 days totaling $249.10. The taxes and fees were calculated as $254.52 for a total charge of $503.62. When I tried to understand the taxes and fee charges, which is more than the rental, I only received a description of what taxes and fees might be included. When I called customer service to ask for the breakdown of the $254.52 charge, no one at Priceline had that information? I asked how could you charge me the exact amount but not be able to tell me what the taxes versus fees are specifically? I then asked to speak to a manager, they took my name and I am waiting for a call back which probably won't happen. In addition, my paperwork says I saved 25% on my trip? Clearly not. I plan to pursue this further as I suspect this is against the law to not disclose charges. It is extremely disappointing to think that Priceline feels the consumer should not be told the true prices for taxes and fees. Isn't this a regulated industry? I would like to see the breakdown of the charges line by line specifically for the taxes and fees and I would like them to be transparent with consumers before charging. I unfortunately hit the button thinking the total amount charged of $503.62 was the amount including a $250.00 dollar hold on the credit card that would be released once I rented the car. I didn't imagine that the taxes and fees would be 100% of the rental. That is not right and I would like to see what I paid for.

Hotel was so nasty, food stuck on microwave, soiled bedding, and raggedy office chair! Hallways carpet was filthy so I left after one day! I'm asking for a refund and as a VIP gold customer I expect more than 15% coupon 😡 The hotel front desk didn't seem to be alarmed especially since you have a $100 deposit 😳. I don't know why I need to wrote more words to get the attention of someone need the pictures speak volume!

See email to VPs of Customer Service:
Greetings Mr. Berumen (and Mr. Ellis),

I am writing to follow up on the initial email that I sent to Mr. Berumen (and now copying Mr. Ellis) regarding my customer service experience with Priceline over the course of the day.

In my initial email, I sent over the phone (as I was sitting in my car all day - trying to avoid entering the hotel room that I was booked into). It is now 12 hours since I landed in Fort Lauderdale and I am still awaiting some kind of resolution regarding my hotel reservation since I got no resolution on the failed car rental attempt. Since I don't know if, or when, I will hear from Priceline customer service, I decided to come to the room to take a few photos that will provide a visual of what I encountered.

As I mentioned in my previous email, I was booked for, what I was told, a 4.5 star hotel. In these photos, you will see a coach that appears to have been pulled from the side of the road. furnishings that look like they came from a yard sale and, what appears to be mold, around various parts of the bathroom. I would also like to add that I am being charged an additional $28 per day to park my car across, which is a very busy street, from the hotel as the hotel parking garage is unavailable for use. Sadly, for me, heavy rainfall prevented me from leaving my car to return to the hotel which contributed to the reason that I spend a good portion of my day attempting to resolve this situation by making calls and sending emails from my phone while sitting in my rental car. The very car that I have to secure from another rental company at twice the price that I was prepared to pay due to Priceline's failure to disclose critical information (more on that in a moment)

As I was unable to secure another hotel in a reasonable amount of time today, the Newport Hotel is charging me for one night's stay This is after spending over 4 hours attempting to come to some resolution with Priceline about the hotel rental and an additional 3 hours trying to come to some resolution about my car rental which was declined by the rental company due to Priceline's failure to inform me that American Express is the one major credit card that this company does not accept. Please see below for the screenshots of information about my car rental provided by Pricelines vs. the information on the car rental company's website.

Since my last email, which I sent to you 3 hours ago, I have attempted to contact Priceline five times. Each time, I called and requested a senior agent and each time I was disconnected with no attempt at a call-back from Priceline. One agent told me that he was going to connect me to the "relocation department" to help solve my issue. When this call was disconnected and I called back to request a transfer to that department, the next agent I spoke with told me that there was no "relocation department" and simply connected me to the booking department. The agent after that told me that he needed to do some sort of escalation (I can fathom why this stap wasn't taken earlier) after which I was told that another department would have to call me back with a resolution. The agent could not even provide me with a timeframe within which I would get a call back. Additionally, I was informed that this department could not accept incoming calls, so I would have no way of calling back in to check on the status. I can only begin to express my extreme frustration and disappointment with this process and my entire experience.

For whatever it's worth, I am not exactly a Priceline Superuser, but after this experience, I would want to avoid Priceline for future reservations. Additionally, at this point, I am compelled to share this deplorable experience with all of my social networks.

As I mentioned earlier, you can see the photo reference below that will provide with you documentation of all that I have shared in my account of this experience.

I truly hope to hear back from you and/or Mr. Ellis on how you will ensure that Priceline redresses this situation.

Thank you for your time and attention to this matter.

Lynne Martin

I thought I was using holiday inn website. Instead it was priceline. The rate by contacting holiday inn is much cheaper than using priceline. What a rip off. Will never use priceline again! Will share my experience! R2847020674.

I purchased a flight on Alitalia for a trip from Rome to Venice on December 16th. This purchase was made through Priceline on August 1st 2021. On August 26th I received an e-mail from Alitalia stating that they had cancelled this flight as they would no longer be operational after October 14th, 2021.
I immediately contacted Priceline and was told I would receive a refund. On August 26th I called Priceline again as I had not received my refund. I was told they had no record of my first call. I then sat on hold for 3.5 hours waiting for a resolution. None was forthcoming. I called back on October 4th and so far have been told that my flight was not cancelled (yes, it is, as Alitalia is no longer operational after October 14th), I have been asked if I spoke to the airline for my refund, (because I went through Priceline the airline requires that I go through Priceline for refunds), and after mentioning DOT regulations regarding cancelled flights initiated by the airlines, have been put on hold yet again, now for 50 minutes.
At this point I consider this a refusal on Priceline's part to issue a refund due me, and they are simply hoping I "go away"

My trip starts in just 3 days, it's the weekend and my tickets have not arrived. I received my cofirmation number, paid for my ticket. And priceline says they never heard from me. I am livid. They keep sending me to theses other phone numbers who have never heard from me. How do I get a confirmation number when priceline tells me there is no record of it? I will never use this company again as long as I live. Plus, I can't understand the cs reps because they have such thick accents and speak so rapidly I can't follow them. You people are the pits and I am livid. Now i'm going to miss the rolling stones concert because of you! You will be hearing from my lawyer. I had to change from two tickets, one for me and one for my wife. My wife could not go and priceline couldn'r even take care of that change. I had to go through the airline. Now its all muddled up. I rarely travel, and probably never will again because of the [censored]ed way this has gone down. Count me out in the future. I will never use you again.

I booked a hotel for a one-night stay for November 4th, 2021 (a wedding in San Diego) on August 7, 2021. The itinerary # [protected]. I paid $266 that day using my debit card. On September 15th in the late evening, I found out that the couple that was supposed to get married called off the wedding and decided to go their separate ways. The very next day I cancelled my reservation by calling the 800 number. I remember hearing a confirmation number and that it was indeed cancelled (I'm sorry I didn't write it down). I have watched and waited for 2 weeks to receive the $266 refund from Priceline. When it didn't show up in my bank account I called [protected]. The man said that the refund had already been generated and that I should check with my bank. I checked with my bank and there was no problem with my account, and that there was no refund from Priceline to speak of. I called the 800 number back. The man (Ivan G) stated that I wouldn't be receiving the refund because there was a cancellation penalty of $266 issued to me. I cancelled nearly 2 months in advance! That doesn't make sense. That is an entire day's wages for me. I don't have this kind of money to just throw away!

I spoke with a Priceline agent to make a change in my flight from September 9th to the 10th. The agent specifically told me there would be no fee for the change. When I got to the airport not only was the booking not in the system but even the gate agent could not reach Priceline. I missed the flight and was almost stranded in Canada. When we were finally able to get a Priceline agent I was told the only way I could board is if I paid $483. I've been trying for weeks to get a refund for this cost since the Priceline agent specifically said the change would not be any costs to me.

Priceline trip #[protected]
Confirmation#[protected]
I am very unsatisfied with our stay at Holiday Inn Express & Suites North Dallas at Preston. No where in our reservation, Priceline mentioned that we have to pay for the parking $5/night. This amount was not calculated under fee for our reservation. Priceline should send us a check for $15.00.
This hotel is under renovation with a lot of noise. We stay at a suite and no safety box and lights in the room.

Paid for a 3 star and got a one star, not to mention I had to switch rooms because there was roaches in the room . The service was horrible the answer to us about the roaches was that we can not run from them .

They changed my flight to a one way where I have to pay for baggage now both ways. I paid for a bundle.. Now no one will answer the phone or call back. The automated machine said 6 min call back and it's been hours. And they said I have to pay the difference.