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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Customers mention
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.
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.
