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.

Highlights trends and insights

Helps you understand what matters most

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TOP INSIGHTS

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

1

Customer Service Issues

Many users report poor customer service experiences, with complaints about unhelpful representatives and unresolved issues. Approximately 20% of users seem affected by this problem, leading to frustration and dissatisfaction.

Customer service is a joke; they just hang up on you.

2

Booking Inaccuracies

Users frequently encounter discrepancies between what they book and what they receive, such as incorrect hotel locations or unavailable amenities. This issue affects about 15% of users, causing inconvenience and mistrust.

Priceline gave me a hotel over an hour away from the location I picked.

3

Refund and Cancellation Problems

A significant number of users face challenges with refunds and cancellations, often finding policies misleading or unhelpful. Roughly 10% of users express frustration over non-refundable bookings and delayed refunds.

I requested a refund for a future date, and they said it is non-refundable.

4

Misleading Pricing

Some users feel misled by pricing, with hidden fees or changes at checkout that increase costs unexpectedly. This affects about 12% of users, leading to feelings of being scammed.

The price disclosed doesn't include pet fees even though that's part of your search criteria.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Priceline - Hotel, Car, Flight

Priceline receives high praise for its ease of use, great deals, and fast booking process, with many users highlighting significant savings. However, some users report issues with customer service, booking errors, and refund difficulties, leading to mixed experiences.

#2 RUNNER UP

Expedia

Expedia is appreciated for its convenience and good deals, with users often finding it reliable for last-minute bookings. Nonetheless, there are frequent complaints about customer service, unexpected price changes, and booking errors, which frustrate many users.

#3 Straggler

Booking.com

Booking.com is favored for its user-friendly interface and reliable booking process, with many users enjoying the variety of options and competitive prices. However, some users experience issues with customer service and refund processes, leading to dissatisfaction.

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Nuggets

Major Highlights of the Week

Misleading Policies

Customers are frustrated with unclear policies regarding credit card requirements and additional fees, leading to unexpected costs and denied services. This lack of transparency damages trust and results in financial losses for users.

I paid over $300 for a rental car, but my sister was denied the car because she didn't have a credit card in her name, which wasn't clearly stated during booking.

Customer Service Failures

The app's customer service is criticized for being unhelpful and redirecting users to third parties, leaving issues unresolved and customers feeling abandoned. This inefficiency in support processes leads to dissatisfaction and loss of customer loyalty.

I spent over an hour on the phone between Easirent and Priceline trying to get my money back, with both blaming each other.

False Advertising

Users report discrepancies between advertised deals and actual offerings, such as limited mileage on 'unlimited miles' rentals, causing inconvenience and wasted time. This misleading information erodes user trust and satisfaction.

I booked a rental car for unlimited miles, but upon arrival, I was told it was limited to 150 miles.

App Functionality Issues

The app is plagued with technical issues, including login problems and incorrect booking details, which hinder user experience and lead to booking errors. These technical shortcomings frustrate users and deter them from using the app.

I can't sign in anymore, and the app keeps kicking me out after entering all information.

Non-Refundable Bookings

The app's non-refundable booking policies are a major pain point, especially when users encounter errors or need to make changes. This rigidity in policy without flexibility for genuine mistakes or emergencies leads to financial losses and dissatisfaction.

I accidentally booked a room for the wrong date and was told it's non-refundable, even though I noticed the error immediately.

Inadequate VIP Benefits

Users feel that the VIP program offers little value, with discounts only applicable to specific deals and not providing significant savings. This perceived lack of benefit diminishes the appeal of the loyalty program.

As a platinum member, I expected more incentives, but the discounts are only for express deals and not very useful.

Quotes of the week

Hear from some of the most impactful users to drive changes

I booked a rental car through Priceline because it clearly stated unlimited miles — that’s the only reason I chose this deal. After hauling myself and my heavy bags across town, taking the metro, and walking nearly a mile to the rental location, I was told it was actually limited to 150 miles. This kind of false advertising is unacceptable. It’s frustrating and dishonest to mislead customers with information that turns out to be completely untrue.

OsCartoons

I’m extremely disappointed with my recent experience booking a rental car through Priceline. I paid over $300 in full for my sister to rent a car, but when she arrived at Enterprise, they refused to give it to her because she didn’t have a credit card in her own name. Nowhere in the booking process did it clearly state that a credit card in the driver’s name with a $400 hold was required. This whole situation feels like a scam — misleading policies, poor communication, and no accountability.

MamaSarah76

Priceline failed to show me accurate stock for a last minute booking resulting in non-refundable purchases for service never rendered. Kept referring me to third parties who could not help. Really beginning to feel like a scam.

johnm31002

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User Experience Report

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Priceline - Hotel, Car, Flight

Top Insights This Week

Customer Service Issues

Booking Inaccuracies

Refund and Cancellation Problems

Misleading Pricing

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Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

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The quotes of the week

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Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

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Benchmark your company's feedback against your competitors

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