Priceline Customer Service Issues

Last week, I made a booking through Priceline for a room at the Knights Inn in Lithonia, GA for Saturday, April 27, [redacted]. The room I was promised was non-smoking with free breakfast, based on the lovely pictures shown online. However, upon checking in, the reality was far from what was advertised. The room reeked of smoke, had patched holes on the front, blankets with holes, a refrigerator on the floor, a faulty toilet, and no breakfast as promised. Although the desk clerk, Connie, was kind and offered her meal in apology, the overall experience was disappointing. When I raised my concerns, Connie promptly arranged for a refund, which was later processed by Priceline. Despite the inconvenience of having to rebook due to the cancellation, the situation was handled poorly by the inn. This was my most disappointing stay booked through Priceline, and I believe the company should reevaluate the properties they list. I have photos of the room to support my claim and would appreciate a full refund for this unsatisfactory booking. Best, Irene L.

I made a car rental reservation, but quickly realized I made a mistake. I reached out to your chat support and requested to cancel the reservation which was completed promptly. Even though I was not aware of the no change, no cancel policy, I find it hard to believe that a change could not be made within minutes of booking. I don't want to hear about the contractual agreement as I have already discussed this with your chat support. If there are no further options, I would rather know the truth that I am legally bound by Priceline and they will not release me. I can accept it by not visiting the website again to regain some satisfaction. Please don't mention that your hands are tied, as I know there was no charge on my card when I tried to cancel.

This was the third inconvenience I've faced this week due to Priceline overbooking and charging my account without refund or a room. I ended up sleeping in my car. After a 3-hour wait and missing my plans, I was eventually relocated the second time. However, my most recent experience will be my last. Once again, I was booked and charged without a refund, not even staying for the full duration I paid for due to severe overbooking. I usually use hotels.com and will return to them. They have always resolved any issues by extending my stay or covering my expenses. Priceline, this is my final disappointment. Exhausted, broke, and stressed, I receive no complimentary accommodations. Sincerely, an ex-unsatisfied customer

Hello, I made a reservation using your Name Your Own Price feature for a room in Dublin on May 11th for one night. The total charge was GBP [redacted].82, which includes the room rate of £[redacted] plus fees and taxes. The reference number for my booking is [redacted]-[redacted]-[redacted]-93. After booking, I discovered that the same hotel room was available on your website for £[redacted] non-refundable, plus fees (totaling £[redacted].44), a price that is consistent with other booking platforms like booking.com. I contacted your customer service for the Best Price Guarantee refund, but the first agent provided inaccurate information, claiming the room allocated was a more expensive executive double when it's actually a standard double, confirmed by the hotel via email. Upon my second call, I encountered another agent who spent 20 minutes trying to find excuses not to honor the guarantee, including falsely stating my payment was in euros, not pounds. It seems your company's practice is to deceive customers and avoid honoring guarantees. I request either the guarantee refund or cancellation with a full refund.

I made a flight booking and received an email stating that the action couldn't be completed due to issues with finding the flight, yet my card was charged. I need assistance with canceling this flight if it's been booked. From: do not respond [redacted] Date: 3:35 AM Dear Sonali N., We regret to inform you that we couldn't process your airline ticket request due to an airline system issue. To check for any charges, please contact [redacted] between 8:00am and 11:00pm ET and provide request number [redacted]9. Thank you, Priceline.com Travel Services Team. Please refrain from replying to this email as it is not monitored by our agents.

I am looking to request an early check-out and a refund for my current reservation due to multiple issues. Upon arrival, there was a delay of over an hour to receive my key because the staff member had left their post, requiring corporate assistance to process check-ins. The shower in my room is sealed with a large strip of flex tape as a makeshift solution, which appears unhygienic. Additionally, the toilet is malfunctioning. The room has a strong musty odor, likely due to mold, causing allergic reactions in my daughters and me, leading to a sleepless night. The conditions do not align with the hotel's advertised standards, and I cannot endure another night here.

I reserved a car through Priceline with confirmation number NPRL7822DE. When I arrived at Executive Car Rental in Detroit Met Wayne Co Airport, the staff told me I needed to purchase full coverage insurance because my driver's license is from Puerto Rico, considered an international license. They confirmed this with their supervisor. I disagree with this discriminatory requirement, which seems like race profiling rather than a purely financial matter. Furthermore, Priceline did not inform me of this beforehand. If this is how your services will be provided, I will avoid booking with you until this issue is addressed. - Jose A. Mattei

Hello, I hope this message finds you well. I am reaching out for assistance regarding my reservation at DoubleTree by Hilton hotel on May 3, [redacted], with Confirmation number- [redacted]94. I intended to book DoubleTree by Hilton in Norwalk, CA, and found what seemed like a great rate on your site. Following my booking, I noticed I actually reserved a room in Norwalk, Connecticut, albeit the same hotel name and city name in a different state. Upon realizing this mistake, I contacted Priceline to cancel as the booking was non-refundable and required the hotel manager's approval. Despite multiple attempts, I have yet to receive confirmation of cancellation after days of follow-ups with Priceline. I acknowledge the non-refundable nature of the reservation but hope for a reconsideration due to this honest error. As a loyal Priceline user, I have always appreciated the excellent service provided. I kindly appeal for a review of my case and a refund of the reservation amount. Thank you, Tejas Shah

Hello, I contacted Priceline about my booking in Barcelona as I missed my flight. I inquired if they could reduce the rate for the day I missed since I had paid in full. Unfortunately, they couldn't accommodate the request, which was disappointing but understandable. I believe some flexibility should have been possible given the circumstances. While I accepted no refund, I expected better service. I had hoped for an earlier check-in to get some rest after the flight delay. Despite the inconvenience, I am dissatisfied with the 11 am check-in time and lack of empathy. I hope for a resolution soon. The email exchange attached provides details for review. Thank you for your help. Best regards, Christine

I am having trouble viewing the details of the Express Deal. Every time I select the button, it starts searching for a flight all over again. When I called customer service, the automated system kept referring to my old hotel reservation from a year ago and redirected me to Booking.com for a hotel, which is not what I need. I am frustrated with this experience and it feels like a waste of time.

We reserved a two-room family suite with five beds, but were given a standard room with two queen beds upon arrival. The hotel claimed it was Priceline's mistake. The provided room was much smaller than what we booked. The hotel offered a 20% discount, which I found insufficient due to the significant size difference. I am not even sure if the discount was applied in the end. Interactions with three customer service agents were unpleasant, with one claiming there were no supervisors and another repeatedly interrupting me. This level of service was unacceptable. My family, friends, and I will avoid Priceline in the future. Reservation [redacted].

I prepared in advance for a room I couldn't stay in due to an undisclosed $[redacted] deposit. My Wells Fargo card was rejected because they had already tried to charge it for a deposit. Other hotels allowed me to use my card on file for any deposit amount. The hotel refused my stay, forcing me to sleep outside. I was promised a refund for this unfortunate situation. After being told the refund would take 2 to 3 business days, I ended up sleeping outside due to the unexpected expense. I contacted my bank, and no refund has been received yet after 2 days. I made another call to dispute the charge and was assured that the funds would be released promptly, but no one has followed up with me. I am extremely frustrated with this entire ordeal. I want this resolved promptly and to be compensated for the nights I had to spend outdoors. I expect the refund to be processed immediately or else I may seek legal advice.

Hello, I encountered an issue on the 8th of this month when trying to make an online reservation. Despite multiple attempts, the system kept indicating my card was declined. Surprisingly, without my consent, a payment of 88.97 was deducted from my card after the failed attempts. I have been struggling to get a refund from your company ever since, as I am being informed there is a hold on my funds. I used to be a loyal customer until this incident. My bank is also claiming that you are not releasing the funds. This situation needs urgent resolution as I have been patient but am now considering further action if not addressed promptly. I notified you as soon as I noticed the unauthorized payment, and the ongoing struggle to rectify this issue has been frustrating. Your immediate attention to this matter is greatly appreciated. Thank you, Kristen Thomas.

I had a reservation with Priceless car rental for a compact car from May 12-16. Upon arrival in Tallahassee, FL, they offered a used SUV instead of the compact car I booked. They requested my insurance card, which I didn't have or previously been asked for during rentals. Unwilling to drive a large SUV, they were unable to confirm insurance with my provider. I ended up booking an Avis car through Priceline [redacted]-[redacted]-[redacted]-28, as the Priceless location was far from the airport. I did not use the rental service from Priceless and am seeking a refund. I advise against listing this location on Priceline to prevent future issues. My booking history with Priceline is frequent if you check my account.

I was denied my rental car at Albuquerque, NM airport after your company already charged $[redacted].11 on May 13th at 5:10 pm. I initially provided my Visa Debit/Bank Approved Credit card, which was used without an issue to charge the total price of $[redacted].11. Upon being referred by Enterprise Rent-a-Car through Priceline, I was told at the airport that I could not use that card, despite the money already being withdrawn. After contacting Priceline, they also refused to refund the money. This situation is not our fault, and I kindly request a reconsideration. My bank can verify that my card is a Visa CREDIT CARD, which should have been accepted by Enterprise and Priceline. The Itinerary number is [redacted]0 and the Confirmation Number is [redacted]1US3. You can reach me at [redacted] or [redacted] Thank you for your time and attention. Mechelle

Case Number: [redacted]04 I am following up on the refund for the car reservation I was unable to use due to policy restrictions on using a debit card. As my return flight date did not align with the rental period, I could not rent the car. I work in California and had to reserve the car for two weeks due to financial constraints, causing a mismatch in dates. I submitted this claim on 5/2-3/[redacted] and contacted customer service to inquire about my refund. However, the representative I spoke with was unhelpful and repeated the same questions. Priceline mentioned in an email that the refund could take up to 10 days. I am eager to know the status of my refund. Best, K. Brice

Dear Priceline, I am a loyal customer reaching out to address a recent issue with a hotel reservation placed on Nov. 28, [redacted], for a two-night stay in Reston, VA from June 5-7, [redacted]. Due to a fall on April 26, [redacted], which caused head trauma and memory loss, I unintentionally made a duplicate reservation. Following the realization, I contacted Priceline Customer Service seeking assistance, only to be informed both bookings were non-refundable. Despite my attempts and explanation, I received no understanding or empathy from the representatives. I am open to providing a doctor's statement detailing my condition at the time of the reservations. The $[redacted].00 charge is significant to me, and I kindly request either a refund or credit towards future use. I hope for a compassionate response and resolution to this unintentional error, as mistakes can happen to anyone. For further communication, please reach me at [redacted] or [redacted] Your understanding and assistance in this matter would be greatly appreciated. Thank you for your attention to this matter. Sincerely, Mona L Ritchie

On May 18, I made a trip from Tampa to Detroit due to a family emergency involving my mother's critical condition, resulting in the need to cancel my return flight. I subsequently purchased a one-way ticket back to Tampa. Unfortunately, I incurred extra charges for the cancellation and still have a credit for the unused return flight. With my focus on my mother's passing in the following weeks, I neglected to address this outstanding matter with the airline until now. I possess a doctor's letter recommending the flight cancellation and am hopeful for some form of compensation considering the circumstances. I realize considerable time has elapsed, but I wish to inquire if there are any options available through Priceline. I look forward to using your services for a future flight from CA to HI later this year. Thank you for your attention and assistance in this matter. Warm regards, Jon R.

I attempted to book a flight for my dad on the 3rd of this month, but encountered an error message. Subsequently, we tried again multiple times and ultimately purchased a ticket from Justfly.com after receiving an error message stating the flight was taken. Following this, I received an email from your company informing me that the ticket we initially tried to book was reserved. Despite contacting customer service (which unfortunately was automated with no option to speak to a representative) and being told the reservation for my dad’s phone number had issues and the card was not charged, it indeed was. The confirmation number is SJVLVV and the trip number is [redacted]-[redacted]-[redacted], both received after the alternative booking on a different airline. Despite multiple calls reaffirming we were not charged, we seek a refund for the duplicate reservation.

I made a reservation for three nights at My Dream Palace Hotel in Butuan, Philippines from May 16 to May 19, [redacted]. I paid in full with my Visa card. However, upon check out, I was told that the bill was unpaid and had to pay another $[redacted] Philippine pesos for room [redacted]. I had an ID number of [redacted]60 for the booking, but no confirmation email was received from Priceline. The hotel had a different ID number of [redacted] for my reservation. It seems like there is a mix-up with two bookings. I kindly ask Priceline to investigate this issue. If my Visa card was charged, I request that any fees incurred be refunded as I settled the bill in cash with the hotel. Thank you for addressing this promptly.