Leave a Review Priceline
Terrible experience, Deceptive practices
I recently had the misfortune of booking through Priceline, and I can confidently say it was one of the worst travel experiences I've ever endured. Their practices are nothing short of crooked, effectively committing highway robbery under the guise of offering "deals." First and foremost, the pricing on their site is utterly deceptive. They lure you in with seemingly low rates, only to hit you with hidden fees and surcharges that inflate the cost dramatically. By the time you reach the checkout, you're paying significantly more than the advertised price. The customer service is equally abysmal. Trying to resolve any issues with them is a nightmare, with long wait times and unhelpful representatives who seem more interested in brushing you off than actually solving problems. Their policies are rigid and unfair, offering no flexibility or understanding in situations where any other reputable company would make accommodations. Additionally, the quality of the accommodations and services booked through Priceline often falls far short of what is promised. I was placed in a substandard hotel room that was nothing like the description, and Priceline refused to assist in rectifying the situation. In summary, my experience with Priceline was a complete disaster. Their dishonest practices and abysmal customer service make them a company to avoid at all costs. Save yourself the headache and potential financial loss—never use Priceline again.Show lessHolinessPhil
Developer Response
Hi, we're sorry to hear that and we would love to take a look at the issue. Please reach out to our customer support team at +18007742354 or send us a private message on our official Facebook page. Thanks.Stay away
I would highly recommend staying away from these rooms and so called customer service from Priceline. Booked a room for the Eclipse, was confirmed and fully charged, got there and was then informed they require an additional $200 deposit for what from just the front desk was not as pictured and smelled and the front desk staff had not personality. Called Priceline and they told us they would call us back, hour later they called back and it was completely frustrating because they are very scripted and don’t understand what your fully saying. They act like they understand but still no confirms to on of a refund. So, our next night we had already booked a room in Syracuse…well that hotel was FAR from as advertised. Room was not cleaned, food on floor and wall and pictures, pieces of the wall and ceiling were falling onto the floor, no mattress cover and the mattress was completely disgusting, curtains were washed in years if ever, room smelled awful, toilet and tub were dirty, needles on the ground outside, very unwelcoming staff and guest. Complained at front desk and told them we were not staying due to all of this and demanded refund and was told it was Priceline’s responsibility. Called Priceline and they said it was completely on the hotel, needless to say after two back to back night stays from Priceline, I would NEVER use them again. I’m now having to dispute it with my card company in order to POSSIBLY get a refund.Show lessKyKy1416
VIP Must Stand for “Very Insufficient Protection”
I am a “VIP” and for many years have always been satisfied with Priceline and their customer service. However, the app does not allow for authentic interaction or resolution any longer. The chat is run by a robot and when you get to a live person you are then directed to a call center with an inaudible agent due to poor English and loud background noise. Three agents later I was finally transferred to a supervisor in the same loud call pool, also with poor English. The supervisor only directed me back to the app and could not resolve my issue. There is no email address listed anywhere to file a complaint or seek resolution.
Beware of having your credit card on file. My car reservation was automatically charged unbeknownst to me because it was on file. The reservation was made with no ability to cancel. I was going to let it go and just submit a claim for the difference if I found a lower price, but when I did, Priceline would not honor the guarantee claiming that it was a different car class. I booked “Supplier’s Choice” which essentially means that that I could receive the lowest possible class, so how could that not be honored with any class of car?! I have always booked and trusted in Priceline. I feel that this has become a scam. I am ensuring that my card is removed from my account and will not ever use them again unless they honor their guarantee.Show lessBeachygirls3
Developer Response
We're always looking to improve your experience. Any specific incident we can look into for you? Let us know by reaching out to +18007742354.Worst customer service
Don’t use this website at all! I booked their Express Deal for the hotel stays in Las Vegas for the end of the year. When I booked the deal for that price, it doesn’t say the hotel name but it says for this specific express deal, the hotel will be similar to Trump Hotel. After I booked the deal, they gave me The Strat hotel which is a 3 star hotel and with review score of 6 vs The Trump Hotel a 5 star hotel and review of 8.6 score. This is totally different class not even similar. I called Priceline last week and the agent escalated to his supervisor. And due to the wrong information they had on their website, he said they have contacted the hotel but the hotel required Priceline to send an email for the cancelation. So the supervisor told me they’ll send the email and I should hear from them in 24-48 hours about the refund. So the hotel is canceled, I have to book another hotel for my stay. I called back on Tuesday this week to follow up and talk to different customer service agent and now they are saying because I booked an express deal that is non refundable, they can’t cancel nor refund me for the reservation. I’m totally at lost here because previous agent said things differently. The website gave a wrong information, and the customer service agent also gave me the wrong impression that my reservation can be canceled. I will not recommend this website to anyone and will share my worst experience with all my friends, family, coworker and followers!Show lessElladelena
DO NOT purchase the “travel insurance” Priceline offers
Priceline’s “travel insurance” for their flights is a complete scam. They offer it on checkout under the guise you will be able to modify/cancel your flight if needed. That is a 100% false advertisement. I booked a flight to Mobile for a tennis tournament - tournament got canceled because of weather. I was told by Priceline to contact Allianz for a refund (the insurance company). The first thing they say is to look at the exclusions on the policy on page 12 and 13. Keep in mind this is a policy you DO NOT have access to until AFTER you purchase the insurance. There are 25 exclusions - basically any reason imaginable that you would need to cancel a flight is excluded. The only thing covered is a medical emergency and even that has certain exclusions. And my flight was an express deal so Priceline will not budge on a refund - customer service will only repeat over and over “the reservation is non refundable and non change able”. NEVER book an express deal through Priceline. As a matter of fact after this I will NEVER use Priceline for anything and I have been a regular customer for 5+ years. Trust me, when it comes to flights book directly with the airline - they will allow you to make changes to your flights. Priceline absolutely will not. It’s worth it to pay the screw money and NEVER think their “insurance” will save you. It will not.Show lessAmyh2005
Recent
Alright I booked through them about a month or so ago to pick up on Nov 22nd and the prices are decent. Well I didn’t know that the insurance they offer is not through enterprise I didn’t see it what so ever. I thought it was through them just at a discounted rate… Well when I spoke with enterprise the day of my rental over the phone before picking it up. It was not there insurance it was price lines. Which I had already gotten. So I went to get my car they offered me there insurance I took because second party insurance sometimes takes forever to get the money to the companies. So I called Priceline to get my money back for it and they refused because I had already picked up vehicle which I believe was dumb because I didn’t know that I had to do before I picked it up… That makes no sense to me at all I literally called as soon as I got in the vehicle to fix it and get my money back. The first representative was rude and was like I don’t think we can do that and was like asking 50 times if I picked up the car and if it I did have the insurance through enterprise which I did. Second person was not to bad but not very helpful at all.. I am a little upset but couldn’t do much about it all because I picked up the car makes no sense to me. Who is to say I canceled and didn’t have it covered at all even before I picked it up.. Any way maybe be my fault as well but I don’t know…Show lessButter buttermilk
Nightmare and heartbreak
I wanted to plan a dream vacation to Cabo for my 50th birthday and my mother’s 75th birthday. Same money for a very long time and wanted nothing but the best on our girls trip. I was confused on how to book on line so I called. The person that help me arranged everything for us. Plane tickets round trip, Resor at playa grande Los Cabo’s and private transportation to and from airport. Everything sounded perfect. I asked to make sure I was ok to travel since I only had a passport card and a resident card. He checked and said everything was fine I didn’t need anything else. I paid everything.I trusted the Priceline employee. Then the nightmare. Come to find out a week before the trip. I find out we both needed a passport. The Priceline guy lied to us. I was able to figure out getting a passport for my mom. But it was impossible for me to get one tried canceling the but everything was nonrefundable, the money I had saved for years for such a special birthday for the both of us was lost. I tried calling Priceline, and they only blamed it on the hotel, and never took in consideration that the person that I lied to me was a priceline employee. No one took responsibility. I ended up losing all my money I had saved for years and they ruined my 50th birthday and my mom’s birthday as well. What a shame such a big company cannot take responsibility for their own employees, and not training.Show lessGianet333
Developer Response
We are incredibly sorry to hear about your experience. So that we can review this for you. Please send us a private message on Twitter or Facebook with your Trip Number. Thanks!Horrible at helping their customers
I was on my way to louisiana and booked a hotel on their behalf. Min after I called to hotel to make sure the amenities where available and open. They were not. After that called Priceline to cancel and request a refund. They did not help me get my refund minutes after I had booked and they stated that hotel policy stated that they could only request refund 24 hrs before the reservation. What rule right because I had just booked it and had booked it for the same day. How can they say it’s 24 hrs before your check in time if I had just reserved a hr before getting there and then pay for something that has no amenities available. I had pictures, call logs, text, from where I had went to the actual hotel to proof to them that the pool was not in service and after talking to the owner he refused as well to even give me a partial refund. Be careful with everything they promote online and what you reserve with this company because if you don’t read and verify directly with the hotel you will end up screwed with your money. Had never been more disappointed with Priceline sad they wouldn’t even fight for their customers even when they know and in their system they have all the notes of how many times I called how many times they called the hotel and how many times the hotel owner stated he never received a call from any agent from Priceline. They are a joke. Nothing else to say but I’m disgusted with this company.Show lessNat14!@
Developer Response
So that we can review this for you. Please send us a private message on Twitter or Facebook with your Trip Number. Thanks!Solid App
This review is for the app itself, and it’s based on using it frequently for hotel and car rental searches and purchases. I’ve also been largely satisfied with Priceline overall, though I sort of miss the bidding game that has been supplanted by their current model.
App works and is much easier to use than the one from Hotwire (their main competitor for my travel spending). Search results load quicker, search parameters are saved so you don’t need to re-enter them, app rarely crashes or freezes, filter is intuitive and useful. The “total price” slider on the room selection page is a helpful way to get an accurate price comparison.
Navigation could be improved a bit. There is no “back” button to bring you back to the search results once you’ve tapped on a hotel. However, tapping on the top left corner does this (there is a teeny little dot on my iPhone 13 Pro screen where the button should be).Show lessDoctor Rhythm
10 year user never returning
I’ve been loyal to only using Priceline for 10 years and was relatively pleased with everything from prices, locations, and support up until recently.
I booked a stay at a Hilton in New Orleans, which did not have any advertisement on whether they allowed pets or not. Note we booked this hotel 1 hour before we arrived at the hotel, as it was a spontaneous trip. Upon arrival to the hotel, with my small dog, the clerk told me they did not allow pets in the building at all. I explained to her that there was no specification on Priceline about not allowing pets. She told me it’s their policy. So next I asked her if a refund, or maybe a voucher to another sister hotel would be available. She told me I had to take it up with Priceline. I then called Priceline and explains the situation, the operator insisted that it was an issue that hotel would need to resolve, back again to the clerk who insisted it was Priceline. At this point I went ahead and just booked another hotel to make sure my family had a place to sleep that night, surely I would be able to be refunded having paid for another hotel.
Next, I get Priceline on the phone this time with an alleged ‘supervisor’ who tells me they have a no refund policy and that I would be in no show status and not refunded my payment for the initial booking, even after thanking me for booking a again with them. Where has customer service gone in this day in age ?Show lessHnansb
Developer Response
We are incredibly sorry to hear about your experience. So that we can review this for you please send us a private message on Twitter or Facebook with your Trip Number. Thanks!
