Priceline - Hotel, Car, Flight

User Experience Report

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This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

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All Insights

TOP INSIGHTS

A weekly roundup of Priceline - Hotel, Car, Flight's key feedback

Payment Issues

Many users report being charged incorrectly or facing unexpected fees, with about 15% of reviews mentioning issues related to payment discrepancies or double charges. This often leads to frustration as users struggle to get refunds or resolve these issues with customer service.

I was charged twice for a hotel room and couldn't get a refund from Priceline.

Customer Service Problems

A significant number of users, approximately 20%, express dissatisfaction with Priceline's customer service, citing unhelpful or rude interactions and difficulty reaching a representative to resolve issues.

Customer service was unhelpful and hung up on me when I tried to resolve a booking issue.

Misleading Information

Around 10% of users report that the app provides misleading information about hotel amenities, locations, or prices, leading to unpleasant surprises upon arrival.

The hotel I booked was nothing like the pictures and had hidden fees not disclosed by Priceline.

Technical Glitches

Approximately 8% of users experience technical issues with the app, such as login problems, map crashes, or errors during booking, which hinder their ability to use the service effectively.

The app kept crashing when I tried to view the map, making it difficult to find hotels.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Priceline - Hotel, Car, Flight

Priceline receives high praise for its competitive pricing and ease of use, with many users highlighting the significant savings and excellent deals they find through the app. However, some users report issues with customer service and technical glitches, which can lead to frustrating experiences.

#2 RUNNER UP

Booking.com

Booking.com is appreciated for its user-friendly interface and reliable service, with many users finding it convenient for booking accommodations. Nonetheless, there are frequent complaints about poor customer service and issues with refunds, which can detract from the overall experience.

#3 Straggler

Kayak

Kayak is favored for its comprehensive search capabilities and ability to find competitive prices across various travel services. Despite this, users express concerns about misleading third-party listings and occasional discrepancies in pricing, which can lead to dissatisfaction.

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Nuggets

Major Highlights of the Week

Hidden Fees

Customers are frustrated with unexpected additional charges at hotels, such as taxes and fees, which are not clearly disclosed during booking. This lack of transparency leads to dissatisfaction and a perception of deceptive pricing practices.

I prepaid for my stay including taxes and fees, but the hotel charged me again upon arrival.

Customer Support Failures

Users experience significant issues with Priceline's customer support, including unhelpful AI, long wait times, and unresolved disputes, leading to a lack of trust and customer retention challenges.

I was put on hold for 15 minutes and then told there was nothing they could do about my double charge.

Reservation Errors

Frequent discrepancies between booked and actual reservations, such as incorrect dates or room types, cause major inconvenience and dissatisfaction among users, highlighting a need for improved booking accuracy.

I booked a room for the 25th, but the app reserved it for the 30th, and customer service was no help.

Misleading Promotions

Promotional offers and discounts often do not apply as advertised, leading to user frustration and a perception of bait-and-switch tactics, which undermines brand credibility.

App Functionality Issues

Technical issues such as login problems, map crashes, and payment entry errors hinder the user experience, indicating a need for app stability and usability improvements.

The app crashes every time I try to open the map view on Android.

Inconsistent Pricing

Users report discrepancies between advertised prices and final charges, with prices often increasing unexpectedly during the booking process, leading to a perception of unreliable pricing.

The advertised price was $63, but I ended up paying more at checkout.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Hidden Fees

Customer Support Failures

Users experience significant issues with Priceline's customer support, including unhelpful AI, long wait times, and unresolved disputes, leading to a lack of trust and customer retention challenges.

Reservation Errors

Misleading Promotions

Promotional offers and discounts often do not apply as advertised, leading to user frustration and a perception of bait-and-switch tactics, which undermines brand credibility.

App Functionality Issues

Technical issues such as login problems, map crashes, and payment entry errors hinder the user experience, indicating a need for app stability and usability improvements.

Inconsistent Pricing

Users report discrepancies between advertised prices and final charges, with prices often increasing unexpectedly during the booking process, leading to a perception of unreliable pricing.

Quotes of the week

Hear from some of the most impactful users to drive changes

I booked a hotel and a rental car from them. The rental car company required a credit card and an extra $400. This isn’t stated anywhere on Priceline so I couldn’t get it. I asked for a refund. The next day I checked on it and it was never processed. The employee I spoke to was extremely rude.

Horrible from a good “Karen”

I booked a room through Priceline last night around 8pm. I get to my hotel at 11pm to check in. The hotel clerk says 'I see your reservation, however we haven’t received your payment.' I checked my credit card and there was in fact a payment made. I showed her, and she told me to call the Priceline customer service. I was put on hold for 15 mins then was told to wait 5 minutes and the payment will be sent to the hotel.

GSvmr

I have been using this app for multiple reservations all summer but this week they charged my card and didn’t pay the hotel. I ended up having to pay for the same room directly after Priceline refused to process payment. Now Priceline refused to issue me a refund because they claim they use a third party to make their payment to hotel and they can’t figure out what is happening.

i hate attandt

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The quotes of the week

Hear from some of the most impactful users to drive changes

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User Experience Report

Report Date

Priceline - Hotel, Car, Flight

Top Insights This Week

Payment Issues

Customer Service Problems

Misleading Information

Technical Glitches

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

Start your 14-day free trial

Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts