What do I do if I have a problem with my Priceline reservation?
In a nutshell: Did you encounter a problem with your Priceline reservation? Maybe you already paid, but the hotel or property owner can't find your booking. Or perhaps you got the wrong rental car, or the reservation details provided to the hotel were incorrect. If you have your booking confirmation, it's usually best to contact the provider first before reaching out to Priceline Support. The hotel, property owner, or other travel provider may be able to help resolve your issue. Otherwise, consider contacting Priceline. Continue reading for instructions on what to do when there are issues with your reservation or booking.
Introduction
Did you encounter a problem with your Priceline reservation? Maybe you already paid, but the hotel or property owner can't find your booking. Or perhaps you got the wrong rental car, or the reservation details provided to the hotel were incorrect. If you have your booking confirmation, it's usually best to contact the provider first before reaching out to Priceline Support. The hotel, property owner, or other travel provider may be able to help resolve your issue. Otherwise, consider contacting Priceline. Continue reading for instructions on what to do when there are issues with your reservation or booking.
Sign In and Find Your Trip
Do you have a Priceline account, or did you check out as a guest? If you have an account, log in and find your trip. Otherwise, use the Find My Trip tool on the website. Just enter the phone number or email address associated with your booking. Then, click Find My Trip. Be sure you can access the phone number or email address you provided, because Priceline will send you a six-digit code to securely access your trip.
Review Your Booking Details
Before submitting a complaint about your reservation or contacting Priceline, review your reservation details first. After finding your trip, click the reservation and review all details, including the confirmed dates, traveler information, destination, vehicle (if applicable), Experiences booked (if applicable), and flights. Then, read the terms and any relevant information to determine whether something is incorrect.
For example, if your reservation states that you can cancel for free but you were still charged, contact the property owner and explain the issue. Don't forget to send a screenshot as proof. If you can't resolve the issue with them or the hotel can't provide a satisfactory resolution, consider contacting Priceline so they can investigate.
Contact the Travel Provider
If you're still at the hotel, go to the front desk and explain your issue. If Priceline doesn't let you contact the travel provider through the platform, reach out to the hotel, property owner, airline, rental car company, or other provider directly. Explain the issue and keep records of your conversations, as you may need them if you can't reach a resolution.
Contact Priceline Customer Service
Did the provider resolve your issue? If you still need help, contact Priceline Customer Service through the website. You can ask the virtual agent about your issue, and Penny (Priceline's virtual agent) may connect you with a representative who can better assist you. If you only need to change or cancel your booking, the virtual assistant may be able to help you do so online, as long as you can provide your booking confirmation and other relevant details.
Please note that if your issue is related to incorrect or duplicate charges, Priceline may ask for your bank statement, receipts, and other relevant documentation.
Conclusion
After contacting the provider or Priceline about your concern, wait for them to investigate and provide a resolution. Depending on the problem, they may ask for additional documentation as proof. Be sure to save screenshots, emails, receipts, and booking confirmation numbers, as you may need them. To recap, if you're having an issue with your reservation, check all the details first to identify the issue. Then, contact the travel provider directly before contacting Priceline. For unresolved billing concerns, you may want to contact your bank as a last resort. Still have questions? Contact Customer Support today.
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