What customers mention most
I booked a trip through what I thought was legitimately Hilton/Hampden website directly and found out that apparently it was Priceline all along. The confirmation email did not list Priceline at all and had an extra $280 fee on top of the booking price. I called them to complain and they are refusing to credit that fee back or else I lose the entire reservation. When I confronted them for reimbursement, they are only crediting me back 10% of the total which is $129. They are impersonating and presenting themselves on their booking site as Hilton. I thought I was booking through Hilton.
I would never use Priceline again. It was a months-long nightmare with multiple flight changes that ultimately broke my itinerary in two separate ones that were no longer reflected on the Priceline website. Priceline support staff that were impossible to reach, and ultimately in the end they really only referred you to the separate airlines represented in your ticket. Please, please, please, stay clear of these folks and book your tickets directly with the airlines themselves..
They don't get everything correct and then tell you, you have to call airlines to correct it. Customer service doesn't help very unprofessional. Wont refund hotel.
I thought I was booking direct with the hotel but they managed to hijack my browsing and I had to pay £40 more as a 'service fee' on a £120 booking. Devious scam setup. Luckily the hotel intervened. Have a look at the content of their 1 star reviews and then their 5 star reviews - much shorter and with strange names like 'Pluto'. That's a dog's name. Guess what's going on here. Complete scam operation.
Immediately upon discovering these conditions, I attempted to contact the front desk, but there was no answer. When I used the in-room phone to call again, it was not operational and had no dial tone or functionality. This created a safety concern, as there was no working phone available to reach hotel staff. I was forced to use my personal phone to report the issue. I was moved to another room; however, the issues continued to reflect a pattern of neglect. The initial room also had a non-functioning refrigerator, and the phone had stopped working prior to relocation. The new room also did not contain a working phone, requiring me to request one be delivered. Additionally, I was informed by another guest (a mother traveling with children) that she had been moved multiple times due to similar biting and discomfort, suggesting a broader unresolved issue within the property. Out of concern for contamination, I had to take extensive precautions with my belongings due to possible exposure. I am currently in between residences and booked this room specifically to have a safe place to rest and recover while on antibiotics. This stay was necessary for my health and stability during a transition period. Instead, I was subjected to unsanitary conditions, lack of sleep, and significant distress. These conditions fall well below acceptable hospitality standards. I had to request a phone for the second room as it did not have one. Was informed by housekeeping the elevator has issues and was suppose to be fixed 2 days ago. Going down to the ground floor the elevator made a loud thumping noise and jerked prior to going to the ground floor. The front desk clerk stated, there have been a lot of issues there. Horrible experience! Not to mention someone was following my pregnant daughter who brought my grandchildren to visit me for a few hours, upon leaving she informed me, some one was following her walking very fast behind her out the front door. There was no attendant at the front desk either on May 17, 2026 around 6:30 when she left. Location: 5208 Page Rd. Durham, NC
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.
Based on 15 verified customer reviews, Priceline holds an average rating of 1.0 out of 5 — rated Bad on ReviewTerminal.
