Priceline delivers consistently poor service with systemic failures in customer support, refund policies, and booking accuracy, reflected in its 1.5/5 rating with widespread complaints about being stranded, overcharged, and unable to reach help.
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I booked through Priceline to get my 16 year old to Miami. I typed in her information and then when I paid for it under my name the name changed on the ticket to mine. When i realized it was in my name I called them and they told me too bad-they can’t do anything-they didn’t even try to help. He just kept repeating-there is nothing we can do. We can’t help you-nothing!! Like-let’s try to rebook under your daughter’s name. Let me help you with filing a claim to try to recoup some of your money-even though it was completely on us! So frustrating-I will NEVER do business with them again. Now I’m out almost 600 bucks-which I can’t afford and my daughter doesn’t have a way to get to Miami for her trip. What a piece of garbage company!
Dexter was very helpful! he was patient and make sure to give me all the details I needed. we reviewed everything a few times before I made my purchase just to make sure it was right. he called me back as he had said he would. also give me all the information I needed to make a good decision on which trip I want and I booked my trip successfully
The customer service is switched to Ai that does not answer or say anything over the line. There is no way to talk to a person for a refund request. The only way is to call their Ai. THis is not a frictionless experience. I will not be coming back to Priceline. You just ruined customer experience.
My hotel didn't have a room for me and I already paid with Priceline. I got no room and they didn't refund me.
Hermes was really professional and help me alot with my flight i was having trouble adding another ticket and hermes help me out alot thank you hermes
The customer service at Priceline was disappointing to say the least. I had an unexpected change in my trip out of my control. I called the hotel and they would have accommodated the change. Priceline would not. Other booking agencies have been helpful when an emergency has come up in the past. This one was not. My recommendation: Book directly with a hotel or make reservations elsewhere. Priceline is a scam!
Absolute disgrace - no car - no way to contact except broken international numbers or useless borderline belligerent AI chatbot. I booked a car rental in Crawley through them that required up front payment with online checkin to speed on site as a feature and one reason I chose that particular one. After getting the confirmation email - Online check-in did not work, the supplier (Flexways car rental) phone number was an Argentinian country code and wouldn’t connect (generic network message saying it can’t connect to this number), and Priceline’s support number also wouldn’t connect (same generic network message) - the only other method to contact either company I could find was Priceline’s AI chatbot - which just kept repeated that it would not change or cancel the booking (“I am not going to” not even “I can’t” or “it’s not possible” with no further explanation - even when asking questions totally unrelated to that. The fact they couldn’t even be bothered making the AI chatbot polite is revealing of how they view their customers. The collection location was a business park with no specific unit number given, and on arrival I could find no unit for Flexway. Business park reception desk was unmanned & no buzzer or bell to call or let them know someone is waiting. I waited what felt like a long time and nobody showed up and ended up having to give up after a wasted Uber trip to get there and having to find a last minute alternative!
Broderick was excellent to work with. He helped me through the booking process when the website itself was giving conflicting information. What stood out most was his integrity and honesty — he wasn’t just focused on making a booking. Instead, he genuinely cared about giving the right answers to my concerns and making sure everything was handled correctly. He went above and beyond his normal responsibilities to help, and I truly appreciated his professionalism, trustworthiness, and dedication. Excellent customer service from start to finish.
This website is a scam, and I wish I had checked Trustpilot before booking my car. I am a UK traveller and was already in Orlando without a car, as I thought I could manage without one, but I was wrong. Priceline popped up at the top and was a very good price for a week's car hire. I carefully read about the insurance requirements, as I know a lot of car rental companies like to add their protector on top. However, I did not notice anywhere where it said that I had to buy the insurance through the car hire company. Car rental insurance is included as part of my credit card. I went to pick the car up, showed them my insurance, and immediately, without even looking at it, he said, "No, if you have an international licence, you can't provide your own insurance." I said, "Okay, not a problem, how much is yours?" thinking it would be around $10 to $20 a day. I was completely wrong; it was $400 for six days, absolutely disgusting. I walked out of there, got a taxi to the airport, which was about five minutes away, and hired one with Budget, absolutely no issues. Yes, it was double the cost of the booking, but I should have gone there first. Within five minutes at the Budget counter, I was in my nice shiny new car with no additional insurance requirements. The guy at the car hire counter with Priceline said, "Not a problem, I'll cancel the booking and you'll get a refund." Absolutely no refund. The man is a liar, and now Priceline are telling me that they have a no-refunds policy. Absolute scam. You wouldn't be able to get away with this in the UK.
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
Priceline is rated 1.5 out of 5 from 24 verified customer reviews on ReviewTerminal — rated Bad. 13% of customers gave 4 or 5 stars.
Priceline has an average rating of 1.5 out of 5 based on 24 customer reviews on ReviewTerminal.
Priceline has 24 verified customer reviews on ReviewTerminal. Every review is from a real customer and is published without company involvement.
Based on 24 verified customer reviews, Priceline holds an average rating of 1.5 out of 5 — rated Bad on ReviewTerminal. 13% of customers gave 4 or 5 stars.
