Priceline
Is This Your Business?1.6
3.2
Overall Score
Ciara Bennett Los Angeles, CA
Worst experience I have ever had. I had a family trip planned to TX the week before Christmas. After making a mistake on my reservation I contacted Priceline to get it fixed but then they told me I needed to contact NU the car rental
Place directly, Even though I directly booked through PRICELINE !! I spoke to a gentleman over the phone who
Confirmed that he could change my time and that it was ok for me
To
Pick up my car at 7 in stage of 12. I took a Uber to the place to pick up my vehicle only to be met with an EXTREMELY INSENSITIVE UNPROFESSIONAL SUPERVISOR WHO told me she would not be able to provide me my vehicle. I explained I had my 3 children waiting to leave and the rep told me I could she continued to explain she “did not care who I spoke to or what they said they would not honor it” I proceeded to ask her if I could speak to her manager and she said no and proceeded to call
Him
And tell me he wouldn’t be able to help me I told her even if I couldn’t get my car I wanted to tell him my experience and she said “he didn’t want to be bothered” she then started yelling at me and telling me to leave and I told her no I want to talk to a manager and she PROCEEDED TO CALL THE POLICE (911) on me. The officer came and luckily he was nice as I am an African American women which it would have went another way. I was going to have to walk to another rental place but fortunately the nice office gave me a ride. I was never able to get my vehicle as the lady said she would not rent to me. It took me 2 hours after that to get a rental on spot. I called NU and Priceline and they refused and refund me my money so now I am out of $210
DISGUSTING!!! This company is a scam. If it was any other brand they would have never treated me like this. I would have been able to pick up my car and get on the road. This company tries to lure you in with low prices only to steal your money due to their lack of customer service and disrespect I am going to go up the ladder to corporate until this issue gets resolved because at this point this is theft. I was in tears at how I was treated. Extremely shocked by what they manager said. I have a recording of the way she spoke to me
While I was calm. STOP STEALING FROM YOUR CUSTOMERS !!!!!!!!!
I contact Priceline and they refused to help me get my money back! And left me stranded with no vehicle or money
4 years ago
Josh Dudley Huntsville, AL
If I could do less than a 1 star I would. I literally hate this company so bad. First off you will never speak to someone who can actually speak a decent amount of english. So neither you or the customer service rep can understand each other. Family members we were flying to see got exposed to Covid, so we cancled our flights with the full credit to go back towards the same airline. They got their tests back and it was all negative so when we look for new flights later in the week with the same airline it will show a price on the website and app but when you call in to speak with these idiots at priceline, they have consistently told us it is a different price than what we are seeing online and that makes absolutely zero sense at all. All we have wanted to do for a week now is redeem our credit towards the price we are seeing online and they keep jacking up the price on us basically making it pointless to use the credit rather than just book without it. So now we just will not spend christmas with family simply because we cant afford $1000 plane tickets. It would bring great joy to me if this company went bankrupt and ran to the ground. These POS will never get another dime from us. #ExpediaForLife
4 years ago
Stephane Bolduc
The worse vacation package of my life by far.
I took my long term partner on a 5 star "all inclusive" vacation package for 9 days.
1rst, we we not told about the new E tickets requirement to enter the Dominican republic, which cause a delay that made us miss our flight departure. After calling customer service, we never got an apology or any type of compensation what's so ever, all that to being told after two hours of being transferred several time and having two call backs, that they were not going t help us out and hang up on me. "I've recorded everything".
2nd, the next day, got the E ticket, got on the plane, and got to the republics. To realize there was no one from Priceline to direct us to our transportation to the hotel. To realize that there was NO Transportation Provided To the Hotel. So, we had to find a taxi and fight off several taxi drivers trying to take off with our luggage, till police came to stop them from fighting among themselves. All that to finally being over charged and being thrown on a small rundown bus from the "our airline".
3rd, extending our stay.
This was an ordeal experience of about two days of phone calls of calling the airline and Priceline back and forth just for the airline tickets. Since we missed our first flight they cancelled our return flight. Now it had to be reactivated and reopen to change the date. I did spend a good 8 hours of my vacation on the phone just for this. RIDICULOUS.
Anyway, there was other things, but I have already wasted way to much time with them already.
I have booked several hotels and several flights with them in the past with no trouble, but for ANY all inclusive packages, I Will Stay Away from them.
4 years ago
Cristina Diazzi Sugar Land, TX
I bought a hotel room through Priceline at the Hawthorne Suites in Manchester MA. Upon checkin in the hotel was closed. Nobody was at the check in desk and there was a sign with a phone number to call. Nobody answered the phone for more than one hour. I called priceline to cancel the reservation and I was told that, given the situation I would get a refund. Today Priceline wrote an email saying that the hotel does not agree to refund the amount paid and that therefore they will not refund me anything. At this point I think that Priceline should take responsibility for selling a service that cannot be used. It’s like selling a car that cannot be driven… What’s the use of it??? Therefore: do not trust Priceline and do not book hotels or cars through that website. It’s very unreliable!!!
4 years ago
June Omaha, NE
Not reliable at all never use Priceline
I rather give -5 stars if system allowed.
Priceline booking system is not reliable, and when they found it was their mistakes, they are very good at transferring their responsibilities to others or just disconnecting the call.
I booked two Delta flight tickets with seats selected in main cabin (my husband has claustrophobia so he must sit on the aisle seats) on 11/19/2021, and got conformation email on the same day, and credit card was also charged on the same day. 10 days after the reservation (one and a half days before our departure), I logged in Delta website but found that there is no any seats booked in all our four flights. Yes, Priceline DID NOT book any seats for any of our flights. I was in a hurry to reserved the seats, and contacted Priceline to question about this big mistake they’ve made. An agent name Ian told me that it because the airline doesn’t allow priceline to choose seats (latterly I called delta and confirmed that it is not the case. Delta accepts seat booking from third party website.). I then contacted Priceline again, and waited for over an hour to reach their escalating team, a representative named Avery, she then told me that in Priceline, also includes all other third party agencies, all flight bookings are not guaranteed for seat selecting. I asked her to email me this Priceline rule but she said they don’t have written documents for it. When I questioned her why there is no email to inform me the seats were not booked, she didn’t have any answer. When I questioned her about this discrepancy, she disconnected the phone line.
I have used lots of thirty party website to book flights for several years and every time I got the seat I selected when booking except this time through Priceline. Be aware, your booking through Priceline does not guarantee the seat you selected, and you will be disconnected when you push for answers.
Will never ever use Priceline again.
4 years ago
Jason Hernandez Vallejo, CA
My credit card company automatically keeps an eye on unusually large transactions. They text me to verify whether the transaction is legit. Well, I was trying to book a flight and car, and, as expected, the payment was held up while my credit card company texted me. I replied that yes, this was a valid transaction -- only to find that Priceline had rejected my card because of that procedure. Priceline would not allow me to try again. When you catch up with the times and become aware that credit card companies have this service, let me know and I will give you another chance; in the meantime, I booked the trip with your competitor using the same "rejected" card. You lost your chance.
4 years ago
Toby K. Woodard Travelers Rest, SC
My business trip was changed (not canceled) one day so I called to see what we could do about the rental car. I thought I might need to pay a fee, which is understandable. The airline was extremely helpful, but not Priceline when it came to the car rental. I received a great deal of Customerservice-ese: "I understand...I wish there was something we could do...etc." They told me to call the rental company (Thrifty). Guess who Thrifty told me to call? Yep. I'll never use Priceline again. I've had MUCH better experiences with Kayak and Hotwire. I feel sorry for the people who work for this faceless corporation that does not value people at all.
4 years ago
HS Scottsdale, AZ
Here is an email I sent to Priceline:
Dear Priceline,
I wish to inform you of a very negative experience I had with Priceline. We rented a car (see confirmation in subject line). The price was the best around, and I totally get that it said that the reservation cannot be changed. I have no desire to change the reservation date, time, or name of the driver. I have no desire to cancel the reservation (other than knowing that I am supporting priceline).
The problem is that when I making the reservation, there was no option available to add a toddler seat. I checked several times to make sure. I erroneously thought that Priceline, being a reasonable company, would let me add the option later. Once the reservation was booked, the only option I saw was to add insurance (so technically, you can change the reservation to some degree). I called Alamo who said that they cannot reserve a toddler seat for us because it came from Priceline. They said I would have to contact Priceline.
I contacted Priceline and explained the situation. Almost unbelievably the rep stated that the reservation could not be changed so that we could not add a toddler seat. She said that "usually" there is an option when you book. Well, there wasn't. Again I get that you do not want us to change the reservation once it is booked (that is how you keep your prices low), but it is absolutely ridiculous that you are not willing to get MORE MONEY from me to add a toddler seat. Me paying you MORE MONEY would benefit you. I am not asking for a refund or to change the itinerary - I am merely wanting to PAY YOU to get a toddler seat reserved. Yet no matter how much I pleaded with the rep she denied my request.
You have the most insane business model that you do not accept money from customers to add an option onto the reservation. I could understand that if the option was there in the first place and I declined it, that later I could not add it. But it was never an option to begin with! This is an impossible situation - the option is not there when you book, Alamo can't later add it, and Priceline can't later add it either even though I am willing to PAY YOU MONEY for it.
I am never, ever using Priceline again. Your business model and customer service leave a lot to be desired. I have left appropriate reviews and surveys that Priceline wanted me to do to express my dismay at how terrible an experience this was. Yes, the prices are lower, but then we have to deal with this headache. In the future we will be using your competitors. I will inform everyone I know about this (who also have children) so that they will be saved of a similar headache.
Sincerely,
Very Upset Customer
4 years ago
Yekatit Fekadu Sterling, VA
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 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 compression we will not use them personally or for the business anymore.
4 years ago
Frank Yang Katy, TX
GUYS stay away from Priceline.com which is cheating and stealing all of us with its policy and training on its agents. I booked airline tickets from Houston to Manila and paid flexible change, which means I will pay only the difference of the rate at the time if I reschedule my tickets, in this pandemic period to protect myself. But Priceline.com keeps stealing from me. I called Princeline.com agent to reschedule my tickets today. I called 5 times this morning, and in the first 3 time agents kept silent after said Hello playing music all the way. Then the 4th time and 5th time had a lady agent tried to help. I presented the trip and tickets I found in Kayak.com, then she asked carefully the flight numbers then give me a price which is over $3300 more expensive than the rate I found in Kayak.com. Her explanation is "Kayak.com is not Priceline.com" and her price is from Priceline.com. This made me very uncomfortable, but I decide that I will try to find a trip in Princeline.com then call its agent to do the reschedule again.
I searched the trip in Priceline.com in the evening again and found the proper trip with reasonable price, even though rate has doubled. I called Priceline.com. An agent started working on the reschedule of my trip. What surprised me is that she told me that she cannot use the price searched/displayed on Priceline.com but can only use another system's rate, then you know what happened -- the rated is over $2000 much more than the price displayed on Priceline.com -- same depart/return dates and same flights but price has gone up by over $2000.
I kept asking her if this is Priceline.com policy for you agents to cheat customers in this terrible way after the same situation happened to me twice already this time, she can say nothing but silent, still insisted on that she can only let me have this price. I told her that I will put what I experienced today on the web review, but she can only kept silent. I would say, GUYS stay away from Priceline.com which is cheating and stealing all of us with its policy and training on its agents.
4 years ago
Ajay Dilwale Bloomington, IN
I booked a Hotel reservation using Express Deal. Before making the final booking, I called Priceline and reconfirmed the final amount. The Priceline Customer Service Representative confined that whatever is shown on Priceline.com will be the final amount, including all taxes. When I was checking out from the hotel, they asked me to pay the resort fee, which was 204$. At that time, I called Priceline again to check this. I was on the call with them for approximately 35 minutes, out of which I was on hold last 15-20 minutes. Since I had to catch my flight, I hung up the call and paid the resort fee.
When I called that Priceline after reaching home to request the refund, Priceline dropped the 1st call; on the next call, I told the same thing for the 3rd time, and then again, I was transferred to a senior person. A senior person raised a ticket and within 2 hours got back to me. The customer representative said that you clicked on the 'Complete Booking' button at the time of booking, which implies that "By selecting Complete Booking you agree to the Booking Conditions (this link opens in a modal dialog) Terms and Conditions, and Privacy Policy." In this section, a small line mentions that the customer is responsible for paying resort fees at the hotel. I told them that I confirmed this with Priceline before booking the hotel, and he/she did not mention such a thing, but again the person on call was not listening and was changing the statement every minute. After that, they said they would investigate the phone recording; however, even if they confirm that the customer representative gave the wrong information, I won't get any refund. This happened when I was a VIP Blue member of Priceline.
4 years ago
Mano Lujan Sacramento, CA
Priceline travel sucks. I've been using their services for well over a decade. My daughter and I were supposed to be traveling to Atlanta to go to an awards ceremony on the 13th of this month but, my daughter has her meeting for a Congressional Nomination to try and get into the Naval Academy the same day. We just found this out today. Our trip is 9 days away and we booked a full package trip with them (air, hotel and car). All is not refundable or even transferable! I can't get a straight answer from anyone. Priceline says it's the operator's policy, not theirs. I call the individual operator's and they tell me to call Priceline. Unreal.
4 years ago
Lin Alexandria, VA
God awful company. All you can really do is give them your money to book something.
But should a cancellation, delay, natural distaste, or anything else come up, well then you're basically screwed because their customer support its nonexistent.
Their agents are always incredibly unhelpful, but the thing is, they don't care, they don't want to help you.
The wait time is always hours and hours long. Whenever I picked the callback option, they never call back, so you have no choice but to wait HOURS.
Tried to call an agent to use up credits for American Airlines. When I told him which flight I wanted to use my credits on, he kept saying the flight wasn't available. But upon refreshing the flight was still there, even let me check out and buy the ticket for the flight and everything.
So basically.. he just wouldn't let me use my credits and wanted to coerce more money out of me to book the flight out of picket and not use my credits??
Had a flight cancelled, so tried to re-book (as is my right, even received an email stating I was allowed to re-book it) and they agent just did nothing to help. They would not re-book me at a time which worked with my schedule.
Called the airline directly, and had no problems re-booking the flight.
Basically Priceline is just a scam, don't expect any kind of customer support.
4 years ago
Laura Deneckere San Francisco, CA
I am extremely disheartened by this experience. I was quoted at $36 per day and upon confirmation, the price almost doubled to $60.75 daily. I called customer support twice, inquiring about the price discrepancy. The first time, I was placed on an indefinite hold. I felt neglected. With the second call, the agent refused to assist me, stating that the ticket is non-refundable per company policy. While I certainly understand the regulatory aspects of a policy, I do not think it is fair or just that a customer must surrender their right to change their mind when the price per day is nearly doubled. I felt that this was an extremely dishonest transaction. I will not be using Priceline moving forward as I do not feel like they act with integrity or understanding of their clientele.
4 years ago
David Haines City, FL
After a horrible experience at a Priceline recommendation, we book and stayed in April. We left the hotel( a 3 star) due to drug use and the chemicals the staff sprayed causing an asthma attack. I contact Priceline, the supervisor advised me the refund was processed. Today my card company advised NO refund was processed. I contact Priceline today Nia also advised the refund was processed a minimum of 5 times during the call. I spoke with Jared to obtain verification. He stated both the mgr and agent lied and no refund was made. Asked to speak to a mgr, he advised his mgr would call me directly. No one ever called, Priceline fails on many levels. Will never use again, or recommend. As a travel consultant, I can say PL customer service is unhelpful, unwilling to help, or they do not stand by their recommendations. Choose any other vendor.
4 years ago
K L Queens, NY
Worst company to deal with. My family and friends have booked 2 rooms with priceline 1 month ahead of time for our Columbus Day weekend trip. We got to the hotel and they told us only 1 room was reserved. We called Priceline and they said just cancel the reservation and we will look for a 2 room around the area for you so you can stay tonight. We were on the phone with Priceline for 3 hours and they switched me from customer service to sales and back to customer service and sales and customer service and manager. At the end all they can do is refund me and THAT IS IT. They said they will open up a case and call me back. It has been 5 days and no phone call.. NEVER EVER.. I MEAN IT NEVER EVER book anything from them cause your hotel room or anything you reserve will not be there and that will ruin your trip.
5 years ago
Anna Hoover Richmond, IN
They have taken money from me by charging two times for services including rental car and hotel. Their answer to helping a customer is to hang up. The people employed by them at a foreign call center can do nothing to help if anything goes wrong. My flight was behind (those things happen). They charged me for a five day car rental and five day hotel stay when a full day was not used due to the flight delay and then the rental car company said their reservation was no good because my flight delay and I had to pay again with no price concession and their customer service does not negotiate for you. My trip was awful and I was the only one to stay in the airport that night because everyone else had a travel service that could get their car and I did not. They will not break anything out of a package. Just don’t do it. Hotels can be obtained as cheaply booking direct and so can flights and car rental. It is not easier or cheaper to use this service. Just don’t do it.
5 years ago
Aubrey Brewerton, NY
I booked and paid in advance for a package to Aruba that included a rental car but when I arrived in Aruba the rental car company did not have a car for me because they overbooked so I was forced to find a car with another company and pay them in cash. I notified Priceline.com immediately and requested a refund for the car rental portion of my package as it was not provided. Three weeks, and many hours of speaking with customer services agents and supervisors I have been run around, told multiple things and out and out was lied to. They never called the original rental car company, but I did and the told me Priceline didn’t reach out. I deserve my refund and I’m have not gotten it. Priceline SUCKS!!!!! I have filed with the BBB and NYS Attorney General. They shouldn’t be allowed to do this to people!!!! NEVER USE PRICELINE!!!!
5 years ago
Deanna Campbell Fort Worth, TX
If you are considering doing business with Priceline.. save yourself the heat and just pay the extra few dollars and go with a reputable company… here is my story thus far.. I am approximately 41 days or 6 weeks in with NO resolution…
This is my 12th call since August 3, 2021 and each time I am told something different. I had a rental car that literally broke down on me and I received a replacement vehicle that I could NOT drive bc the registration was expired. I was stopped by the police and advised that I should not continue to drive this car. I complained to Thrifty only to be told I MUST report this to Priceline for resolution.
I began contacting Priceline on August 3, 2021 and have continuously been given the “runaround” Ever since. Every call has ended with“ I will email…. Dept and they will FollowUp with you directly.. only that the FollowUp has NEVER happened …
I have documented my last 3 phone calls. 09/09/21 Priceline Sr Customer Relations Rep Cris - advised he will escalate to “Priceline operations team bc Thrifty was paid using Priceline voucher and he is unsure what is meant by previous representatives note “Thrifty will refund customer directly”
09/13/21 - Marco Priceline no option for Priceline to process a refund.. can only email Thrifty but Priceline canNOT process a refund. Marco was also very rushed and rude. Customer disconnected call..
Called back for 3rd time on 09/13/21 - spoke
Terri - advised she sees the notes but I need to speak with Customer Relations directly bc she is unable to see emails.. transferred me to
Ron - Sr. Agent - still waiting
5 years ago
Jesse Hunting Philadelphia, PA
Priceline employs deceptive marketing intended to con people out of their money.
I made the mistake of making an express purchase on priceline.com for a car rental and needed to change my reservation. When I called to change the reservation I was informed that my reservation could not be changed because I made an express purchase.
To all those looking for a good deal, look elsewhere and pay a few extra dollars for a reservation you can change. I also made the mistake of pre-paying for the reservation, so I could not put a freeze on my CC to prevent the transaction from being completed.
Buyer beware with this company!
5 years ago
Jackie Ludington, MI
DO NOT USE EXPRESS DEAL!!! it's a lie! You WILL BE charged the same price that's already listed on their site.
Express Deal = Priceline chooses the hotel for you, you have NO idea what hotel you will get. You are led to believe that it's going to be a better deal than what is on their website. SURPRISE!!! IT IS NOT!!!
I booked a hotel 2+ weeks ahead of time by using Express Deal. I chose the shaded area on the Priceline map.
Once I clicked accept, it gave me a hotel out of the shaded area about 10 miles south west. Not where I wanted to stay and it was a 2 star hotel!
Also, the cost of the hotel in the "Express Deal" was the SAME EXACT PRICE on their website!
I called customer service 5 times total. 2 times on the same night of reservation and 3 times the day prior to checking in, because I was advised to call 24 hours prior to check in, by the representative that I spoke to the first time.
Customer service NEVER helped me. In fact the last one I spoke to said that it looked like the prior representative had said I wanted to cancel my reservation! At NO TIME did I say I wanted to cancel my reservation.
All I said was, I wanted a discount because of their website be misleading.
Bottom line: it wasn't an Express Deal at all! DO NOT USE EXPRESS DEAL!!!
5 years ago
Roman Balanzov Richmond Hill, ON
If something goes wrong, get ready for an unpleasant ride.
I booked travel to Mexico including car rental. The plane was delayed and when I came to the car rental facility, they released the car I booked and only one available was at an upgraded cost.
Calling to Priceline for help is pathetic, their lines are busy, if they do pick up, they give you another number to call, this other number says they can't help and then you spend hours, already tired. I chose an upgrade car since I did not have all day to deal with Priceline not coming through for me and decided to call back the next day to see if I can downgrade at the next available date. They sent me through loops again only to tell me it was my fault for upgrading and that I have to deal with this myself.
Honestly, the customer service is absolute crap, and I will pay premium for peace of mind next time. Will never book Priceline again
5 years ago
Hendra Thornhill, ON
I have always booked my vacations with priceline.com for the last 20 years it had been great, but when there is an issue like last week, in the reservation it said this particular best western hotel is pet friendly but the hotel itself said no pet allowed, so basically there is misinformation between hotel and priceline.com so the hotel rejected my stay and I had to scramble find a hotel at 11:00 pm because of their mistake, I called customer service a few times they not responsible of this error of their website. unbelievable, so next time you book with priceline.com you will never know your confirmed reservation will turn to not accepted by the hotel. Goodluck trusting this company and his reservation, as for me i will never book with this unresponsible company anymore for my entire life.
5 years ago
P.S. Laurel, MD
I wish I had read the reviews before booking! I did research on rates on a hotel I wanted to stay at in Nashville and finally booked through Priceline, however, I realized that I booked the wrong location so I cancelled (thankfully was not charged) and rebooked the correct location. I fell for the little window that flashes (call us to get a lower rate) so I called and got a lower rate, HOWEVER, when I got my invoice from the hotel, it didn't match the invoice from Priceline.
I called Priceline, the customer service rep didn't know how to answer the question about the difference in price so she put me on hold, and finally came back to say that the difference was the PROFIT MARGIN! Seriously?! ~$80 profit margin on a 4 night stay at the Holiday Inn Express?!
Never booking with Priceline again!
5 years ago
Jey Markham, ON
Do not be fooled by the lower price scam – Total fraud!- Priceline or Price-Lie
Priceline trip #: 419738706, 419738710
Hotel: Quality Inn. 3825 Boulevard Wilfrid-Hamel Quebec City QC G1P 2J4,canada
Booked for Saturday, August 21 2021.
Booked 2 rooms
I booked 2 rooms with via Priceline Trip for August 21st for 142.92/ night which seemed to be a great offer given the price ranges I came across while searching.
Arrived at the Quality Inn hotel as planned only to hear that my name did not appear anywhere in their system or records. The staff from quality Inn did not look surprised at all, their reaction was very strange, they just took the time to advise us that Priceline had been cheating and ordering on their behalf without notifying them..and that the only option was for us to re-book with them
Of course the price per night had now doubled and only for 2 adults/ room (instead of 3 which is what I had paid for initially ) and so I decided to inquire directly with Priceline.
The conversation with the staff at Priceline was a complete nonsense. It was ridiculously obvious that they were trying to fool me around by transferring the calls and excuses to one another only to let me know that my booking could not be accepted by the hotel because there were no more availability. This was also a lie since I was there and could still see some customers walk in and book directly at the hotel. Priceline ended up saying that my booking had been cancelled but they actually cancelled it while I was on the phone with them live and not prior to that... When I asked who and why it was cancelled they were unable to respond. They said no information in regards to that was recorded in the system.. This is probably the only company who cancels booking without any feedback or records of their employees or customer consent...
To date I am still waiting on my refund and had to re-book 2 rooms which I did but in another hotel as I could seriously sense the drama and game play between Holiday Inn and Priceline with the ultimate goal to make me book full price with them since I was running out of time.
Please do not be fooled. Priceline is using people’s vulnerability and personal situations ( long drive fatigue, family with kids, no time to wait) to cheat on customers and put them on the spot with no other choice than ending up paying full price ( money that was initially reserved for the following activities planned during vacation)... My vacation plan is already spoiled at this point.
If you have also been faced with this issue and been cheated, please comment and reply so we can bring awareness and stop this fraud from happening so openly. I will never book again with Priceline and don’t recommend anyone to do so either.
5 years ago
Sarah Todd Dallas, TX
So we booked a room in a hotel that was supposedly in Kearny, Nebraska. It was an express deal and it didn't give me an address until it was booked. They booked us a room in Brush, Colorado. Which is six hours away as we had already left Colorado. They refunded us the money except for that now we have no money for a different hotel because apparently it will not be there for a few days. We live in Minnesota. It is a very long drive and they won't even help us out by putting us in a different hotel even though it is their fault for having the hotel set in a city it wasn't even in. We will never use them ever again, as they obviously freaking don't know how to help out someone who has no money for another hotel room. Thanks a lot for a whole lot of nothing.
5 years ago
Zx14r Rider Colorado Springs, CO
I booked Hampton Inn &Suites Colorado Springs August 16-19th 2021 through Priceline as for $206/night. Checked my bank account and was charged $944. The email that was sent had a $290 added fee for “Tax Recovery Charges and Service Fees.” This is NOT a $314/night hotel. Spent 3 hours total on the phone with “agents” who were working from home and kept repeating the same phrases. I waited for a supervisor, but the agents kept hanging up. Total scam. Reading the reviews for Priceline/Agoda, they are making millions doing this. I will now stay in Marriott only and pay extra for booking directly
5 years ago
Sandy B Buena Vista, CO
PSA: Do not ever use Priceline to make your flight reservations. They are a scam. I made reservations that were suited my needs. I had a lay over of 1.5 hours at JFK. JFK is bad enough as a lay over but 1.5 hours was do-able. After my deadline to cancel my flights ended, Priceline changed my flights, although I later learned those flights are still available, to a lay over of 4+ hours at JFK. I can not speak to a Priceline representative as they claim I am not within 2 weeks of my departure date. And if I try to reschedule to my original flights, I will be charged $200/ticket to change my flights. What a frickin scam. Please pass on to your friends. Priceline are thieves, liars and abusers to the flying public. Please do not use them.
5 years ago
Sumi Don Silver Spring, MD
Worst Experience with Car Rental:
We finally planned a vacation after two years and decided to rent a car. My fiancé has used Priceline on several occasions and never had an issue. He selected BWI as the car rental pickup and it gave him options for DULLES airport which is over an hour away from us. Because he's used Priceline before, he rushed through the process assuming that if he chose BWI, the site would ONLY POPULATE OPTIONS FOR BWI. We drove to BWI to pick up the car (which we rented probably 2 hrs prior) and realized our mistake. The customer service agents basically gave us no solution. To say i'm frustrated is an understatement. I could understand if we booked a week ago, but it's literally been TWO hours and now, not only are we significantly inconvenienced, but we lost a full day (by the time we got to Dulles, the rental place was closed) and have to postpone our drive.
I look forward to never working with Priceline again--for anything.
5 years ago
Review Source
andy gardner New York, NY
customer service is absolute trash. i tried changing my return date and received no help. all i got was the runaround. one rep tells me a seat is available, but says they need to request a price and me call back. when they call back they tell me the seat is taken. we try another date/time, they say they have a seat a available but just need to confirm the price, they'll call me and tell me THAT seat is taken too. and keep in mind they dont call you back in 5 minutes, they call you back after hours of waiting. and anytime you call them, the wait is more than 2 hours, in which they place you on a call back list. basically this entire process could take days, especially if every time they request a quote and call you back, the seat is taken. when they called me back the next day (YES THE NEXT DAY), they told me the seat was taken AGAIN and they need to check another date and get another quote. I hate them, everyone needs to be fired. and they need to learn better customer service. AND even though the seat wasn't available, i was still charged and i still didn't get my return date changed. And i'm still waiting for them to reverse the charge. PRICELINE SUCKS! AVOID AT ALL COST!
5 years ago
Les Luck Danville, VA
I search for a hotel in Concord NC for the dates of August the 7th and August 8th through Priceline.I am very aware of how to do this because I have been dealing with Priceline since 2014.Hilton popped up with an incredible deal for 63 dollars an night,but with fees and taxes it would be 84 dollars.It read book now for a standard room,so I did.After booking a confirmation came up confirming my reservation for August 12 ,the wrong date.I contacted Priceline right away only to be told my refund was nonrefundable and the dates could not be modified due to the hotel policy.They contacted the hotel anyway after placing me on hold for what seem like an hour only to tell me that the hotel would not give them authorization to change dates or cancel the date.I then contacted Hilton myself and they said that it wasn't them and that it was Priceline that would not do it.I contacted Priceline again,had them put me on three way with the hotel,by then the lady at the hotel was angry and spoke very rudely to me but did explain that Priceline had to do it,while the agent from Priceline was on the phone and again Priceline refused to do it.I then hung up and decided to look back at my search history on my phone from search engine and it took me back where I had previously search and that's when I realize that I did not make this error because my search date on the calendar read August 7th to August 8th.I then contacted Priceline once again explaining this,but once again got nowhere.I even requested to speak with a supervisor,once again got no where.So basically they are stealing 84 dollars from me because there is no possible way I can go to a hotel in the mid week, because of work and school.I feel cheated, scammed and dispointed by a company I gave my business to since 2014.I will never trust Priceline again,please be very careful with this company,I reported them to the BBB,and in doing so,I see where they have nearly 5000 complaints against them.This company should be shut down.They are taking advantage of hard working people and under the pretense of thinking they are helping one find a discount hotel but could care less about a error made on their part as long as they have your money and your credit card information.I am going to attach a copy of my search where it shows the dates I search for the hotel in Concord NC.
5 years ago
Sambosky Clarkston, WA
At this point almost nothings. The person making the reservation was nice but the reservation was one of the worst dirty hotels I have stayed in. First they charged $401.98 for two nights. Nasty entrance was probably not cleaned in Months, landcaped probably never was touched, Hallway carpet was so dirty you could not clean it and should have been replaced. The workers were nice but they could not do much with this slum like hotel. Priceline built it up and said they gave onstar a discout. As usual, the price was the same if I had just walked in. If I did that I would have walked out. Neverwill I use priceline again.
5 years ago Edited September 14, 2021
Sharon Shaheed Altadena, CA
This company is out for your money ! Never will I go Priceline. I booked a round trip flight to Grand Rapid, MI online going business class for 2 adults. Confirmed the flight and seating paid for the flight then 2-days before the flight leaves, I see that they have given me for the first half of the flight business class seating and for the change of flight economy class seating. This seat arrangement was for round trip flights. Who in their right mind would pay for a higher price ticket to get business/economy. When calling in to complain to get this problem resolved, it was a joke!! All the representative said that they were sorry but... it could not be changed. I am not one to ever complain but I am so...angry at Priceline scandalous business ethics that I had to write a review. I will never do business with them again and I hope you do not either.
5 years ago
Kate McIlraith Vancouver, WA
I booked a trip to Minneapolis on Priceline that included plane tickets and a car rental (Budget). I was traveling with two young children who would need 5-point harness car seats. After booking, I tried contacting both Priceline and Budget to add the car seats to my car rental, assuming that this would be easy to do. Priceline insisted they couldn't do it, and Budget insisted they couldn't do it. Both companies told me to contact the other. When I tried to speak to a manager or "senior agent" at Priceline for assistance, I was on hold for a very long time and eventually my call was dropped. They were completely unhelpful. Additionally, I found their app to be glitchy even for the most basic tasks. I will NEVER book at trip through Priceline again.
5 years ago
Don Mesibov Potsdam, NY
Buyer Beware, I wasn't:
When I went to the Priceline site and looked at possible flights, it was made clear that I could cancel within 24 hours. After selecting my flight, I was asked if I wanted to book a rental car. I did. Then I was asked if I wanted insurance. I said "Yes."
Later today I found a better flight, on Priceline and tried to cancel the first. I was told that only the flight cost could be refunded. I was still on the hook for $400 on a $1200 total purchase.
Apparently in the fine print it indicates that the rental car fee is non-refundable. Maybe it's my disability, but when I saw the larege print at the beginning that the trip was refundable, if canceled within 24 hours, I assumed that appied when Priceline then asked me if I wanted to save money by renting a car and then if I wanted protection by taking insurance. The disclaimer about the rental car was among 14 bulleted items on a list I received on the last page of the multiple page confirmation they sent AFTER I had made the purchase.
In my case the reason for the attempted cancellation was because I had reserved an alternate flight, with rental car, on Priceline, thinking I could get a full refund on the first flight since I was cancelling within 24 hours.
However, if you reserve a flight with Priceline and accept their offer to add a rental car, what I want the public to know, so that others are not fooled as I was, is this:
If you have to cancel your trip, whether due to illness, death of a companion or any other reason, you will not get a refund on the rental car or insurance fee. This can be a substantial part of the cost of your trip. What Priceline did to us may not be illegal. It is certainly deceitful.
5 years ago Edited September 14, 2021
ami denman New York, NY
I booked a reservation at the Midtown convention center hotel in NYC on Priceline for this weekend (had to come into town for a trauma course)
The pictures show that clearly this hotel is in disarray and in fact not open. Silly me for just assuming that it would be.
I spoke with two Priceline representatives, including a supervisor, who refused to rebook us in another hotel. They said the hotel was closed for Covid and expected to reopen 8/1/21, which is laughable. I explained that a site credit should be provided given the hotel I did rebook is costing 400$ more. I was offered an offensive 5% discount off an Express deal only.
Be aware that Priceline does not check the status of the hotels and further investigation may need to take place before assuming the hotel is available. Better yet, avoid Priceline altogether.
5 years ago
April R Houston, TX
I viewed two top notch, newer Cancun resorts on the Priceline website. They were TRS Coral and Atelier Playa Mujeres. Priceline offered a deal that I would get one of three hotels for a great rate. The three hotels in the running were TRS Coral, Atelier Playa Mujeres and Villa del Palmar. The deal stated these were compatible hotels. I took my chances and that was MY WORST booking mistake I’ve made in ages. This was the typical bait and hook. Villa del Palmar is far from a new resort, the accommodations and NOTHING like that of the other two resorts AND Priceline booked us without their all inclusive offer. I tried cancelling to no avail and had to stay at Villa del Palmar AND pay for all meals, etc. I am extremely dissatisfied with this experience. If Priceline is offering booking options similar to Hotwire, it should at least come close with hotel comparables. My fiancé and I travel a lot. Literally booked approx. 4 hotels with Priceline in just this month alone. After this experience, we will be taking our business elsewhere!
5 years ago
arlene cano Weslaco, TX
DO NOT BOOK HERE!!! Our all inclusive was not honored and the rooms originally booked were NOT given to us!!! After paying thousands of dollars for a group of 7, our all inclusive was not honored. the hotel kept stating that Priceline did NOT pay them for our all inclusive package!! The reception staff are horrible and will NOT give you the attention as a paying guests. Their minds are either trained to shut down the guests concerns and situations. Oh, and they go hard on with buying timeshare/residential property, as they call it.
Check in: We arrived at the resort at 5:30pm and was not given a room till 11pm, mind you they gave us a room that was already occupied and my children walked in a naked handicapped lady. My children and the lady were terrified. Not a single apology for that mistake. They charged us an $500 CASH deposit when we had already paid for the resort fee at the time of booking. The next day we had to repack our luggage and move to other rooms but they had given us rooms that belonged to a time share guest, so there goes our group of 7 moving again causing us to miss our scheduled activity. Our rooms did not get serviced with towels nor toilet paper.
Check out: A day before leaving, went to do the pre-check out to avoid any additional charges because our return shuttle to the airport would be there for us at 7am. When we get to the lobby there was already a line of 15 guests with complaints and concerns. One guest was there to complain that she had $1,500. USD missing from her room, another group of 18 were upset because their COVID test results were not ready when promised and it caused a member of that group to hyperventilate and faint in front of the whole lobby and the manager at the moment asked everyone to settle down and that she was going to call the police instead of an ambulance for the gentleman. Horrible experience!! So, finally after an 1 1/2 hr we get the checkout statement for review, well they had added all these charges out of no where. We had charges for meals that we had paid cash for, charges for drinks that we didn't even drink from the refrigerator, charges for room service that we never called for, and the list goes on and on!!!.. DO NOT BOOK HERE!!!
5 years ago
Sevde Stanford, CA
Book with Priceline and get kicked out of the hotel room you fully paid for: my experience with this booking company in a sentence. The worst booking service ever -- zero accountability, unprofessional and unhelpful customer service (literally hung up on me after not resolving my problem), overall a huge scam.
I had booked and paid for a room in Los Angeles for a long weekend through Priceline. After I checked into my room and unpacked, the hotel manager came knocking on my door and told me that Priceline hadn't paid the hotel and that I had to either pay him immediately or I would need to vacate the room. The first thing I did was to contact Priceline customer service in every way I could: phone (got put on a call-back wait for 46 minutes), text (no response), and online chat (once again, no response). The manager came back 30 minutes later and told me I had to vacate immediately. Despite me telling him that I was waiting for Priceline to get back to me and showing him the credit charge for the full price by Priceline, he kept yelling at me and insisted that I had to leave without delay. I packed everything back and vacated the room, only for the manager to yell at me more, telling me I wasn't going to be able to find a new place for the night: yes, I was homeless on the streets at an incredibly booked and busy weekend in LA, with nowhere to sleep at night. All the hotels that had rooms open were incredibly overpriced -- almost triple the price I had paid for for my current room which I had gotten kicked out of. Finally, Priceline called me back, took zero responsibility for this mess, and said they could do me a favor by processing the refund for a room that was "not refundable." I told them I had received zero service, was kicked out of the room I had paid for, had nowhere to go for the night, and the customer service agent essentially hung up on me. A horrible experience that ruined my vacation. I'd highly recommend avoiding Priceline; no amount of "affordability" can make up for such a disaster.
5 years ago
John Kitchener, ON
No plane tickets and no money
Booked a flight and thought everything was good. Noticed after that it was the wrong city and country for my flight. I live in Canada not USA. Priceline gave the run around and said deal with the airline. Airline says deal with Priceline. Wouldn't help in any way possible. When I asked to speak with a supervisor I was told the wait would be 11 to 25 hours to get a call back. I put in a complaint with the airline and have now disputed the charges with my credit card company. I will even go down to see CTV News tomorrow and talk to them about these horrible practices. I will most likely never see my money again! Never use this company ever! I should have trusted those other bad reviews.
5 years ago
KimDugan Kailua, HI
One star is too much. They are literally the most evil travel booking company I have ever booked with and believe me, I have traveled a lot for work and for personal reasons. I have used almost every site you can name.
I paid for insurance and it's a "good thing" that I did because I did, indeed, have to cancel my trip. Unfortunately, they will not allow you to use your airline credit yourself. You have to ask a booking agent to do it for you over the phone. Even though there were flights online all over the place for $500, they told me what I wanted to apply my credit to would cost $1300. The total would come out to over $1,000 because there was an over-the-phone booking fee. I did not want to purchase the flight but they already had my card on file and BOOKED IT. I had to freeze my card and have the charge denied through my bank.
BUT WAIT. THERE'S MORE!
I called on three separate days and their customer service line will schedule you for a callback. They called back at 3 AM even though they said that they would call around 4:30 PM.
The call center people barely spoke English and the first two times, their system was "down" and they transferred me to another line that disconnected me after 2 hours on hold.
Ultimately, it was cheaper to not even use my airline credit and pay out-of-pocket. I will clearly never book through them again and neither should you. Granted, there are people who have had good experiences with them, and this could be a regional luck-of-the-draw as a result of where they bounce your calls for customer service. Regardless, their policy of making you utilize a booking agent for your credit is transparently a ploy to keep you from actually saving money because they pull the most costly flights and try to charge you for them.
IF you use them, don't count on the flight insurance doing anything for you.
5 years ago
Gregory Berwald Los Angeles, CA
Watch out "No Refund Policy" I used the American Express to reserve a room. Priceline sold me a room at Hotel J but after I went to my itenerary I was at Hotel F! A completely different hotel. I canceled or tried to cancel my reservstion imediatly and Im told by Priceline and Amex I can't dispute the charge and will not be receiving a refund. Who is in bed with who...I ask? Amex and Priceline are having a good time I seem to be the loser in this game. I will file my complaint with the FTC, Comptroller and CFPB. final thought as far as I can tell my complaint is going to be with Amex because this is where the buck stops. Protecting the customer is something that used to be a priority.
5 years ago
Peter Gaebler Miami, FL
If you ever need to call into their customer service team, it will be an absolute nightmare. I have been on the phone for the last 2 hours and 15 minutes trying to exchange a ticket from a prior reservation and I have been on hold for probably 2 hours and 5 minutes of that time. This agent has no clue what is going on and it seems that the internet isn't working in the location they are working. I can tell the agent all the information about priceline's flights and prices before they can. I have had to be transferred to multiple departments for the same issue. This is a SIMPLE ticket exchange. It has been one of the most frustrating experiences of my life. Expedia or Travelocity next time!!!!! I have work in like 3 hours.
5 years ago
Kaiser Soze Los Angeles, CA
They definitely have some rip offs waiting for you around the corner I was unable to pick up a rental car due to a credit check so when I told about it they said they can cancel the reservation but with a $50 fee????????For what???? I was only trying to rent a car I understand the company’s policy but that should have been told to me before Priceline opted to give me a company that does that I should have been given the option prior to too many disappointments over the years for me to be a valued customer definitely using another site from now onAnd I will be sure it is not an affiliate of Priceline
5 years ago
LarryB Ocean View, DE
I rented a car about 60 days prior to my trip. Paid in full. They placed my reservation with Hertz. I realized after I had paid that it was off site, not at the airport. It save me over $100 so it was still a good deal. I tried to call the pick up location a number of time and was never able to talk to a person. No message directing me to call another number. I finally a few days prior to the trip called another Hertz location in Savanah. They told me the location I rented from was closed . Priceline never should have rented and reserved a car in a closed location. Now 2 days prior to the trip, rental cars are $1500 to $2000 a week. There is a golf tournament in Hilton Head area. Hertz says they can’t find me another car. And refund the $300I paid Priceline. There is no number for Priceline, they direct you to the car rental co they assigned the reservation. Priceline refuses to compensate me for not having a car. That I prepaid in full. They said you got you money back, that all they needed to do. So what I am telling you is Priceline can book you a reservation at a location that is closed. They can take your money for 50 days, never notify you of any issues , leave you without a car and fell they owe you nothing for their mistake. Beware. A contract with Priceline is worthless. You can be left with no reservation,
5 years ago
Gloria Hollidaysburg, PA
Awful experience. I bought an express flight deal that upon checkout was supposed to be $1494 for three RT tickets. My credit card was charged $1710. Called customer service. Said the price they charged me was correct even though I was on the Priceline website and it was still showing $1494. They refused to refund my overcharge or cancel my flight and refund the total amount. Customer support was worthless. Don't be fooled by those "Express deals" it's an absolute ripoff. There is an "Amazing!" button in the corner of this box. It better not show up on my review because Priceline is far from it!
5 years ago
Stillion Da Don New Castle, DE
PRICELINE IS A RIP OFF THEY CHARGE YOU IF YOU MAKE A RESERVATION THRU THEM AND CANCEL IF YOU DONT USE THERE SERVICE WHETHER YOU CANCEL WITH IN 24 HOURS . I MADE A RESERVATION FOR RENTAL CAR AND DID NOT USE MY RESERVATION BECAUSE THE RENTAL COMPANY DID NOT TAKE DEBIT CARDS . SO BECAUSE OF THAT I NEEDED TO CANCEL MY RESERVATION AND WAS TOLD I NEEDED TO DO SO THROUGH PRICELINE WHICH WHEN I CONTACTED THEM THEY SAID I WOULD BE CHARGED A CANCELATION FEE FOR A CAR I DID NOT EVEN RECEIVE. 66 50 WAS DEDUCTED FROM MY 273.74 REFUND WHICH I RECEIVED 207.50 NOT TO MENTION I USED MY PAYPAL ACCOUNT SO ONCE THE PRICELINE IDIOTS STILL PROCESS THE RESERVATION TRACTION PAYPAL PAID THEM AND THEN PAYPAL TURNS AROUND AND TRIES TO PULL THE 273.74 FROM MY BANK ACCOUNT AND MY BANK WOULD NOT LET THEM SO I ENDED UP OWING PAYPAL FOR THEN PAYING PRICELINE. WHICH NOW THE REFUND FOR 207.50 HAS RETURNED TO MY PAYPAL LEAVING A NEGATIVE 66.50 THAT PAYPAL WANTS ME TO PAY BECAUSE PRICELINE RIPS PEOPLE OFF FOR UNKNOWN RESERVATION BULLSHIT FEES! SCAM SCAM SCAM ARTIST!!!
5 years ago
Dina ElGhitany Rancho Palos Verdes, CA
It has been on a steep downward trend with Priceline. I'm leaving this company as I have had tons of glitches and discomforts. I rented a car with them in Costa Rica and I went there and the company said they gave my car to someone else because they offered a higher rate! I complained to Priceline and they said they'd refund the money, but I actually paid double the price because I rented a car on the go after I arrived versus my first choice on Priceline was a relaxed one months before the actual booking. Crickets! Nothing. They replied back to my complaints 5 weeks later saying it was not their problem! They gave me insurance that was actually not accepted by the country. I booked ticket flights for my parents and the airline changed the ticket; Priceline did not even reissue the new ticket until I coincidently tried to upgrade my booking and found out that their tickets needed to be issued. I'm not even mentioning the amount of juggling I go through from calling Priceline and them brushing me off to the airline and the other way around. Responsiveness and communication are zero out of 10. They just try to refer you to someone else, some other company, or anything. That is if they ever reply. Bye-bye for us. I don't need this on the few days of vacation we have.
5 years ago
XXX Buffalo Grove, IL
Sorry to say that but we will never use Priceline again. We have booked a hotel in Chicago a month ago through Priceline and both Priceline and the hotel charged us for the full price. We called Priceline for solution and were told it will be given within 5 business days. No email or call back a week later. Called Priceline twice the next three weeks and got the same answer and no solutions. Had to call hotel / bank to get it resolved. If they'd told us to call hotel and bank to dispute the charge, that would be fine. But what's the wrong with them by telling customers continuously to wait for solution within 5 business days while there's no solution delivered after more than a month?????
5 years ago
lag127 Denver, CO
I booked this trip this morning and my sons discharge plans changed. I tried to cancel so I can book the right dates. I bought trip insurance which i was under the impression that it was trip protection not just flight. Also when booking a hotel it says right on the front page of the hotel free 24 hour cancelation. Now I'm out $85 and $20 for worthless trip insurance. What a scam you are running, allowing the hotel to say free cancelation, and not letting us know that is non-refundable until we purchase it. Also this trip was planned 44 days out so its not like it is tomorrow. Very unsatisfied everyone knows the military's plans change at the drop of a hat. How inconsiderate and unprofessional of Priceline.
5 years ago
