Priceline Reviews 96,693

Dear Priceline Customer Care,

I am writing because I am extremely disappointed with my recent experience, and honestly, this trip left me feeling crushed.

My entire family traveled to Phoenix for a family wedding we had been looking forward to for months. Multiple family members arrived the same day, at the same airport, and all walked out with their rental cars in no time. I was the fool who trusted Priceline's vehicle guarantee and booked through you.

That decision completely ruined the beginning of our trip.

I left my house at 5:00 AM for a long travel day that included a 5½-hour flight. After landing, I then stood in the Avis rental line for nearly THREE HOURS with my toddler. Because I booked through Priceline and did not have a direct reservation elsewhere, I had no options and was essentially stuck. I could not simply walk away and get another vehicle.

After that painful wait, I then spent nearly another TWO HOURS dealing with the situation before finally being handed a MINIVAN when I had paid for a Standard SUV (Ford Edge or similar).

So after a day that started at 5:00 in the morning, traveling with a toddler and trying to attend an important family wedding, I spent around FIVE HOURS after landing dealing with a rental situation that should have taken minutes.

This wasn't a minor inconvenience. It was exhausting, embarrassing, frustrating, and honestly painful.

I have had disappointing experiences with Priceline before in other cities, but nothing even remotely close to this. This felt like a slap in the face for trusting your company again.

I already know how this usually goes. Priceline says speak with Avis. Avis says I booked through Priceline. Meanwhile the customer—the one who spent the money, waited for months for a family event, and suffered through the experience—is left stuck in the middle.

You can play the blame game all you want, but from my perspective Priceline and Avis are both part of the experience I paid for.

Trip details:

Priceline Trip #: 255-712-843-95
Rental Confirmation #: 04621156US1
Pickup: May 14, 2026 – Phoenix Sky Harbor Airport
Reserved Vehicle: Standard SUV (Ford Edge or similar)
Actual Vehicle Provided: Minivan
Total Charged: $188.98

I used to be a loyal customer. I recommended Priceline to friends and family and booked through you repeatedly because I believed I could trust the process.

That trust is gone.

I understand you likely receive many complaint emails every day, but I sincerely hope someone takes the time to actually read this and understand what happened. Companies that ignore customers who genuinely suffer through experiences like this eventually lose the very people who helped build them.

As of now, I have no intention of ever using Priceline again, and neither will my family or the people who value my opinion and recommendations.

I hope Priceline will do the right thing and seriously review this situation.

Sincerely,

Ariful Abdulla

This company continues to have false advertising for hotels. Their description will say nothing about hidden fees and then you arrive for the bait and switch.

Went to Vegas and had to change hotels last minute due to this bait and switch where the hotel demanded another $250 for the stay.

Everything went wrong. Very bad experience Totally inefficient and useless. Impossible to get a refund with the group Accor after a mistake with the dates and a call right after the reservation. They told me they will try their best but nothing happened and the total amount has been charged right away besides my cancellation 2 weeks before for a reservation end of the month!!!

Very bad service when I refused my ticket for weather issues and when i got chance to book again they don’t.
I have talk with the airlines they saud u can buy tucket with this credit feom Priceline, Priceline didn’t gave the credit the most bad company i say dont buy anything from them very bad service

Awful company. They give you the run around for weeks with no intention of following thru with a refund. I HIGHLY recommend never using this company. The representatives are rude, exhausting, and condescending. I regret booking thru them

I would give it a zero if possible. I've been trying for two hours to recover a simple password. None of the prompts they offer works. PENNY is no help. The customer service number 877-477-5807 turns out not to be customer service and connect you right back to the ignorant PENNY. Ridiculous circular menus. The "Forgot Password" prompt never shows up on the login screen. I get sent a code to my email which gets me into the site but the account change password screen still asks for the current password which I do not know. After finally getting through to a supervisor/second-tier support person, she also couldn't help me and forwarded my case to "marketing team" who might respond in three days. She said she would copy my email with the message to marketing, but I never got the copy.

I attempted to book a hotel in Bangkok.
I was given a price.
I clicked on the "Free Breakfast" option and the price rose. That's not a free breakfast - that's "breakfast included". You have breakfast included - you can raise the base rate what you like - but if you say "Free Breakfast" it's got to be free. The AI said it's marketing speak - it's a lie and if that's what your website offers, I can't trust it and won't book using it.

When I booked my reservation for June 4-5. Reservation 34358155395 the company double charged my card. Spoke to a representative (Anna) who I could barely understand and said that one of the charges would fall off. Very unhelpful customer service !!

They also operate a business called American Forces Travel, which offers similar services to veterans and military members. Through this service, I purchased a travel package that included a rental vehicle, along with additional insurance coverage for protection during the trip. Unfortunately, I was involved in a minor fender bender that resulted in approximately $4,000 in damages. Over the following two and a half months, I spent considerable time attempting to obtain the documentation required for the claim process—documents that insurance companies typically secure themselves. In several cases, I had to seek out alternative sources and use significant initiative to gather the necessary paperwork. At the time of the rental reservation, I selected the “Manager’s Choice” option, which indicated that Budget would provide any available vehicle suitable for our needs. Our party consisted of four passengers plus luggage. Upon arrival, the only vehicle available that met those requirements was a four-door pickup truck. After completing the extensive claims process and providing all requested documentation, the claim was ultimately denied on the basis that the vehicle was classified as a truck rather than a car. At no point during the reservation or insurance agreement process was such a restriction disclosed or stated in the terms provided to me. In my opinion, this reflects extremely misleading business practices. The company appears willing to accept payment for coverage, yet avoids honoring claims through undisclosed exclusions that were never clearly communicated to customers.

I will never use again. Paid, confirmed and told no cars. Left me and my family stranded. No nothing. Just an excuse me next.

Make it worse. I have to jump through hoops and proved I didn’t get a car. I never got. NEVER AGAIN NEVER AGAIN NEVER AGAIN. HORRIBLE SERVICE. HORRIBLE BUSINESS MODEL.

I booked a hotel room at the OYO HOTEL in sulfur Louisiana it was. Suppose to be $60 but when I get there the lady says that she canceled my reservation because they had no rooms but she could give me a room but it would be. $20 dollars more then the price that was quoted on Priceline after standing at the front desk literally for thirty minutes waiting on the manager to finish her lunch to be able to get a room key I finally get in the nasty room . Then the fire alarm went off at 1:00 am till 2:14 am I get back to sleep around 3 , 330 and then the house keeping woke us up at 8:30 in the morning by house keeping asking if we were going to check out , check out time is at 11:00 almost three hours later who does that we got no sleep the room was nasty with fecal matter all over the toilet seat the room looked like it had not been cleaned in months the hotel hallways look as if they have never been cleaned absolutely disgusting , no sleep .!!!!! I have to say this is the worst hotel I have ever stayed in. I feel I am entitled to a full refund I will never stay here again if Priceline doesn’t make it right I’m going to file a lawsuit for false advertising for the price posted for this motel mental anguish and a horrible inconvenience

I prepaid a rental car in Italy through Priceline. The Italian car rental agency was unable to fulfill the booking when I arrived to pick up the car. My credit card refunded $250 of the $368 and said Priceline needs to refund the rest. It's been nearly 2 weeks with several follow up calls and still no answer. I did not recieve service and am owed a FULL-REFUND.

With all honesty, I highly recommend that be very cautious using this company. They're fast to take your money, but getting your money back from these clowns is nearly impossible. Be very careful before you get anything through this company. I has an issue myself booking a hotel through these people and I still haven't gotten my money back. I'm now considering calling my lawyer and proceeding with legal action. You're better off getting a motel 6 than dealing with this company.

Very disappointed with my experience with Priceline. Although my trip was marked non-refundable, I contacted customer service 5–6 days in advance because I work in the medical field and became ill. I did not feel it was responsible or safe to travel while sick and risk exposing other people. I was simply asking for understanding and some type of accommodation given the circumstances.

The hotel involved was the The Ritz-Carlton, New Orleans. Over the course of several days, multiple Priceline representatives attempted to contact the hotel by phone with no success. I was repeatedly told no one at the property could be reached. There were even attempts made through email, yet no response was ever received from the hotel staff. I do not understand how a customer can be denied assistance when even Priceline representatives were unable to get in contact with the property.

On top of that, the customer service experience was extremely frustrating. I spent hours speaking with multiple representatives and supervisors, being transferred around repeatedly with no real resolution or accountability. Communication barriers made the process even more difficult, and I left every call feeling unheard and dismissed.

As someone who works in healthcare and tried to do the responsible thing by not traveling while sick, I expected at least some compassion and reasonable customer support. Instead, I was left to absorb the financial loss for circumstances that were outside of my control, while the hotel itself remained completely unreachable.

Booked a room. Supposed to be 2 beds non smoking. Get to the hotel and its one room and smoking. In a hole in the wall. My dad is claustrophobic and has asthma. Hotel staff offered another room at double the price and was still smoking. Will never use the hotel or priceline again.

Well I booked a package trip. It includes airfare, hotel and car rental, the problem is the car rental site. Which is approx 10 to 20 miles from the airport. Also, it's took the Fox rental shuttle a half hour to pick us up! When we get there's only one clerk for about 8 customers. I recommend that any one purchasing a trip with priceline not use Fox rental car. Its off site of the airport and substandard! Sheesh!

They cancelled our tickets from Flagstaff AZ to Edinburg Scotland with no reason and no notice given. Forced to repurchase new tickets at the airport. American Airlines said they have lots of problems with Priceline. Recommend booking directly with the airlines rather than rolling the dice with this middle man. Safe travels to all.

I booked a hotel through this shitty company, never ever again I will do it, after 10 hours of driving, turned out there was no reservation in the hotel, spent hours on the phone wirh them, no result just wait and wait... Now have to fight to returne my money. Dont book anything here!!!

I got a airline ticket paid for seats and trip protection and i check with the airline to see is everything is ok and....SURPRISE!!!! Priceline cancel the seats i paid for $477.799 the next day,so I endend with no seats after I paid for it and on top off that i pay 127.95 for Trip Protection and guess what? My name is not in any isurance company. IS A FRAUD ? or they just want to keep people money. Priceline is NOT a company that you can trust!!!

Absolutely trash. Booked a Motel for 3 days for Vacation with my kids back in February never got a confirmation and it's May. Took over an hour of listening to a robot before I could talk to a real person. Then when I talk to someone she was extremely rude to the point I ended up Cancelling my vacation. Never again will I use Priceline.