Complaints

This profile includes complaints for Rocket Travel, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Rocket Travel, Inc.

  641 W Lake St Ste 102 Chicago, IL 60661-1056

• 

  Rocketmiles

  Unknown Saint Petersburg, FL 33710

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complain is regarding a reservation with the confirmation code ********* at the ****************************************** that I made via Rocket Travel from Dec *****th. Upon arriving at the hotel and seeing the room, I advised the hotel manager that the room was unacceptable as it did not reflect the images on the site. The manager advised I would have to pain an additional cost to move to another room and I asked that my reservation be refunded so that I can find another hotel. The manager indicated I'd have to call the travel agency. I called Rocket Travel during the first and second night at this hotel and spent an hour each time and no resolution was offered besides empty apologies. I again spoke to the hotel manager, showed him the website and images and he agreed that the situation was not fair and that it was Rocket Travel that "scammed" me (words he used) since no room dimensions were specified and the picture did not reflect the room in the agreement between the travel agency and hotel. The room was the size of a jail cell, literally. The bed was not comfortable and I was not able to sleep well at all during the stay. A friend commented that the room was worse than a hostel. This experience ruined my vacation as all I wanted to do was go to another hotel having being misled by the travel agent/hotel and them refusing to provide a refund when the "product" I received was not as advertised. It totally ruined my vacation in Berlin and I am requesting a full refund. I have traveled to 15 countries in the last year and never had an issue with a hotel - so I am well qualified to opine on this very not transparent, misleading and uncomfortable situation. Shame on all parties involved for not being willing to take corrective action and thus I am filling this complaint. If no resolution is provided, I will simply dispute the charge with the credit card company as this is unacceptable.

  Business Response

  Date: 01/15/2024

  Hello RAMI, 
  
  Thank you for your patience regarding the matter of your recent stay at ******************************************. We have received a response from the hotel, and I would like to provide you with an update on the situation.
  
  The hotel has informed us that you did not make a direct complaint to them during your stay thus they were not aware of the complaint. They have expressed their willingness to address your concerns and have offered to provide you with a different room type as an alternative solution if you had reached out to them directly. They also emphasize that the room you booked, which is an individual room or single room, aligns with the description provided.
  
  While the hotel insists on no refund, we understand your dissatisfaction with the room and the misrepresentation on our website. As a customer-oriented service, we would like to offer you compensation from our end as a gesture of goodwill and to express our apologies for any inconvenience caused.
  
  Therefore, we are willing to provide you with a refund of USD 60 for the inconvenience you experienced during your stay. This compensation is intended to acknowledge the room photo discrepancy and demonstrate our commitment to your satisfaction. Please note that it will take 14 working days to process the refund. We hope that this compensation helps to alleviate some of your concerns.
  
  If you have any further questions or require additional assistance, please do not hesitate to reach out to me directly. We appreciate your understanding and cooperation throughout this process.
  
  Once again, we apologize for any inconvenience caused. We value your feedback and will use this experience to improve our services and ensure that similar situations do not occur in the future.
  
  Thank you for bringing this matter to our attention, and we hope that this resolution is satisfactory to you. We appreciate your continued support.
  
  Kind regards, 
  Ain
  Manager
  Rocketmiles Concierge 
  ************** (International) 
  ************** (US & ******)

  Customer Answer

  Date: 01/16/2024

   
  Complaint: 21061860
  
  I am rejecting this response because: investigation was poorly done as the claim that I did not contact the property lacks ANY merit, since I not only contacted the property TWICE during my stay but RocketTravel ITSELF ALSO contacted the property twice during my stay and no resolution was provided. So, very much this review lacks the diligence and is simply not reflective of the facts -- this only confirms the poor reputation of RocketTravel when it has all the facts and is misrepresenting them when it should know better. 

  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/05/2024

  Hello RAMI, 

  Thank you for your reply. I understand that you claim to have spoken to the hotel staff twice but received no assistance, leaving you unsatisfied with the resolution offered.

  As a third-party provider, we deeply regret any inconvenience caused during your stay. Despite your dissatisfaction, we must adhere to the decisions made by the hotel, as they have confirmed that the room provided aligns with your reservation for a single room. We acknowledge that the room description on our booking website did not include updated photos, which *** have contributed to the misunderstanding.

  In an effort to address your concerns and show our commitment to your satisfaction, we have already refunded the compensation of USD 60 to you. This refund is intended to acknowledge the discrepancy in the room photos and the inconvenience you experienced during your stay.

  We genuinely apologize for any frustration or disappointment this situation has caused. We understand your decision to dispute the charge with your bank, and we will fully cooperate with any investigation that *** arise from it. We value your feedback and will take this opportunity to review our procedures and ensure that similar issues do not occur in the future.

  If there is anything else we can do to assist you or if you have any further questions, please do not hesitate to reach out. We appreciate your understanding and patience throughout this process.  

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 21061860
  
  I am rejecting this response because: this is literally 8 months too late of a response, and clearly the company does not value its integrity. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/23/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The reason for dispute is as following -I had book & paid for a rental car via ******** in the amount of $83.84 on 01/10/2023. The booking at the time mentioned about no further payment required at the pickup location Wherein, during pickup, I was asked to pay $159.92 which was posted on the account as $166.32 & $1 on 01/13/2023 under merchant name - InboCa (Rental Company)I was told that the previous online payment will be refunded back on the account - which never did. After waiting for a couple weeks, I tried reaching to the customer service but couldnt get in touch & this ended up disputing the initial transaction of online booking via ******** I tried explaining the entire thing to the Chase customer service representative while disputing & repeating over the same story after the claim was denied but did not receive the right-level of support Ethically speaking, I shouldnt be charged a ***** more than $159.92 that Ive signed for at the pickup. The same document has been attached in the claim. Since there are 3 different charges for just 1 service received, I would like to dispute them all for the right amount with the merchant as discussed & promised. Any charges apart of that are fraudulent & extorted for non-delivery of services Please assist & let me know if needed any further info on my end to do the needful

  Business Response

  Date: 12/25/2023

  Hi ******,
  
  Thank you so much for contacting us. We are glad to assist you. We ***** received your review. We really appreciate your feedback your comments help us to improve. We have performed a deep investigation about all circumstances involved in this situation. We have reviewed the reservation you created trough us. We contacted our rental car partner and they have confirmed the reservation was indeed used. They provided us with the rental receipt. We found the amount of ****** USD was due to some local fees belonging to the ******* facility. (******* Facility, ******* fee, Sunpass activation). This charges are not for the car rental itself since you paid the rental trough us when you completed the reservation. 

  We hope this information help you to clarify this situation. We really appreciate your valuable time and understanding. We remain at your disposal for any further queries you may have. 

  
  Kind regards, 
  
  T-Mobile Travel Concierge 
  ************** (US & ******) 
  ************** (International)

  Customer Answer

  Date: 01/01/2024

   
  Complaint: 21051658
  
  I am rejecting this response because:
  
  There is a Car Rental Fee of ***** on the previously attached receipt that I was told is the actual rental cost & the one I was charged during reservation will be refunded.

  On top of which, the charge on credit card is $166.32 & $1 which does not match with either of the communicated amount.

  I believe this issue is more with ******** as opposed to Rocket Travel which is a third-party facilitator marketplace. I have seen other complaints for ******** on BBB as well with issues along the same line!

  Sincerely,
  *************************

  Business Response

  Date: 01/04/2024

  Hi ******,
  
  Thank you so much for your response. We appreciate your comments your feedback helps us to improve our services. We truly apologize about the inconvenience. We always try to provide all the details into a reservation. However there are some local fees we are unable to collect in rental agency's behalf. These are local government or specific locations taxes or fees. 

  Our prices includes Car Rental price, and mandatory sales taxes. This information was provided during our booking process, and unfortunately since we cannot collect specific airport fees or local government taxes these charges needs to be collected at the location when picking the vehicle up. 
  
  We hope this information can help you to clarify this situation. We remain at your disposal for any further queries you may have. 
  
  Kind regards, 
  
  T-Mobile Travel Concierge 
  ************** (US & ******) 
  ************** (International)

• Initial Complaint

  Date:12/22/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I redeemed miles to rent a car on Dec. 7. At that time I only received confirmation from American Airlines and nothing with the confirmation number or other details of the reservation. The reservation was for Dec. 22 to 27 but on Dec. 19, I attempted to cancel the reservation because my entire family had fallen ill. I first had to contact American Airlines Advantage since I had no reservation details. Once I obtained the information needed and was able to contact Rocketmiles, they informed me the ticket was non-refundable and they would not be canceling the reservation either. They proceeded to ask for PHI (medical documentation confirming my and my familys illness). They confirmed that the rental agency (Thrifty) did not require the medical documentation but it was Rocketmiles policy. I was told this after I tried to contact ******* directly but was pointed back to Rocketmiles. I informed Rocketmiles, that I would not be sending them any PHI, I dont believe its even legal for them to request it. They also sent me screenshots of the confirmation email I was allegedly sent by them on Dec. 7. The screenshot included no to/from details nor did it include a date stamp. My primary concern is their request for PHI is inappropriate and not required by the actual rental company. So it should not be required by Rocketmiles either.

  Business Response

  Date: 12/28/2023

  Hello ********, 
  
  Thank you for your valuable time. We are glad to assist you. We appreciate your comments, your feedback helps us to improve. We first would like to apologize for any inconvenience this situation may cause you. We have started a deep investigation into all circumstances involved in this situation. We are truly sorry about your family and your getting sick. We are glad to work for you and request a refund on your behalf. However, we are subject to all the terms and conditions rental agencies have established and we need any medical documentation as proof to ask for an exception to the strict non-refundable/non-amendable policy you agreed with. 
  
  We have verified this reservation and also the date we sent you the confirmation email was December 07, 2023. We have attached a screenshot of our system showing the date and time this email was sent. 
  
  We understand you were unable to travel. But, due to the strict non-refundable policy you signed we are unable to proceed with a refund request without any sort of documentation. We also have attached the confirmation receipt that was sent to your email on the date you created the reservation. 
  
  We hope this information helps you to clarify this situation. We remain at your disposal for any further queries you may have. 
  
  Thank you for your understanding.
  
  Kind regards, 
  Cristofer L
  Manager
  Rocketmiles 
  ************** (International) 
  ************** (US & ******)

  Customer Answer

  Date: 12/28/2023

   
  Complaint: 21045690
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 12/29/2023

  There are two primary reasons I've rejected the response.

  1. RocketMiles is continuing to request medical documentation per their policy. My initial complaint to the BBB and them is that this request is not legal. Asking a customer to provide Personal Health Information (PHI) is not appropriate and their policy should be reversed.

  2. The screen shots they provided do not offer evidence that they sent me a confirmation email on Dec. 7 since the body of the email does not include to/from or date stamps. The snip of to/from and date information provided  could have easily been manufactured as it's not connected to any email.

  Ultimately, their stance has not changed on their policy (providing PHI) and they cannot provide evidence the reservation confirmation was sent to me on Dec. 7, 2023 when I booked the trip.

  Thank you.

  Business Response

  Date: 12/29/2023

  Hello ********, 
  
  Thank you for your continued correspondence regarding this situation. We are glad to assist you. We apologize for the confusion. We truly apologize you not being willing to provide any evidence about your trip getting canceled due to a health situation. Unfortunately, since we use a corporate system, it does not work as your regular email. The image picture we sent you shows how this information was sent to you. 

  Please keep in mind we have different deals on our system, at the moment the reservation was created you selection was a non refundable deal. This strict non refundable policy cannot be changed or modified. In order for us to ask for an exception and verify this health situation is real our car rental partner/central reservation office requires any sort of document as proof to request an exception for you. 

  We again offer our deepest apologies but since the strict non refundable policy was selected and signed for you. We are subject to the policies the rental agencies have established and we are unable to overcome their decision. 

  
  Kind regards, 
  ********************** 
  Manager
  Rocketmiles Concierge 
  ************** (International) 
  ************** (US & ******)

  Customer Answer

  Date: 12/29/2023

   
  Complaint: 21045690
  
  I am rejecting this response because they are still requiring PHI. 

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/03/2024

  Hello ********, 
  
  Thank you so much for your valuable time and kind patience. We are glad to assist you. We greatly appreciate your feedback and your comments help us to improve our service. We understand the need for canceling your reservation. However, please keep in mind you selected a strict Non refundable/Non amendable policy. We understand there might be some unexpected health issues, and you cannot travel. We are truly sorry to know that. But please keep in mind we need any type of back up documentation, to validate this is a real situation. We also understand you are not willing to provide this information and you feel this is an invasion to your privacy. But these are our standard process to request a courtesy cancelation/refund request from the hotel/central reservation office . without this documentation we are unable to proceed with this request. 
  
  We hope this information help you to clarify all this situation. We remain at your disposal for any further queries you may have. 
  
  Thank you for your understanding.
  
  Kind regards, 

  Cristofer L
  Manager
  Rocketmiles 
  ************** (International) 
  ************** (US & ******)

  Customer Answer

  Date: 01/03/2024

   
  Complaint: 21045690
  
  I am rejecting this response because they are continuing to request medical information (PHI). 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/02/2024

  Unfortunately, due to our policy and the strict non-refundable policy, which was agreed upon during the booking process, we would not be able to refund. If you do not wish to send the medical information in order to obtain a free cancellation we will not be able to proceed with a refund. 

  Customer Answer

  Date: 02/02/2024

   
  Complaint: 21045690
  
  I am rejecting this response

  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/13/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I use a citi credit card which uses ******** points to use toward rewards such as travel. Citi now uses Citi Travel with booking.com which is ran by rocket travel according to the website. When trying to use my points toward a flight, my credit card charge was getting rejected with no explanation. The website lacks what information they claim is incorrect and the service helplines bounce you back and forth from the credit card company to the travel people or you can't get through to anyone since the voice prompts claim you are entering wrong information (even though I confirmed this with my credit card they have the right information on file). They weren't able to book over the phone either. I even had to try getting a new credit card to try to see if that would work and that failed as well. I spent four days trying to book a flight and it was a complete waste of time in the end. I 100% feel this is a scam to try to prevent people from using their points they earned fair and square. It's sad to think such a large bank is trying to scam people like this. My credit card works fine everywhere else, this is truly an inside job by citi to deny people using their points. I'm willing to help out with any further questions or an investigation.

  Business Response

  Date: 12/21/2023

  Hi ****, 

  I apologize for the trouble you had in booking your desired flight reservation with your ******** Points.  Ive looked at your account and it appears that you attempted to book the same flight several times.  The transaction wasnt completed because the flight was no longer available.  I apologize that the flight was still showing as available on Citi Travel; however, sometimes this happens due to overbooking by the airline and/or they havent updated the flight availability.  Regarding your attempts to contact ****, please call the number on the back of your credit card to reach customer service.  I hope you choose to use your ThankYou Points for a different flight or hotel reservation in the future.

• Initial Complaint

  Date:12/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked at Booking.com site on Aug 5, 2023. I specified 3 guests in my booking. After I paid, I received an email from Rocket Travel informing me that my reservation at ************************** has been confirmed and they will email me the room receipt shortly. Without my knowledge the booking with Booking.com was made with their accommodation partner Rocket Travel. They gave me the Rocket Travel Confirmation number RTBD5X4U8. When I check with ************************** about my booking, they told me that there is no booking under the confirmation number. So I checked with Rocket Travel. It took me several emails before they replied and give me a hotel confirmation number ******. I checked again with ************************** and they affirmed the booking number but they told me that the booking is only for 2 guests with 2 breakfasts. I checked with Rocket Travel again. It took several emails before they replied on Nov 29, 2023 and confirmed that the booking is for 3 guests with 3 breakfasts. But according to **************************, my booking is only for 2 guests with 2 breakfasts. Until now Rocket Travel is not responding and making the corrections. I keep on following up but they never reply anymore.

  Business Response

  Date: 12/14/2023

  Hi ******,
  
  Greetings from Rocket Travel.
  
  I am not pleased to hear that your experience with our company has not met your expectations. Customer satisfaction is our top priority, and I am truly sorry that wasn't demonstrated to you.
  
  Without beating around the ****, allow me to explain what happen on your booking. During your booking creation process, you did select 3 adults for one room however, when you chose a 2 ******************** Room as your preferred room of choice which has a maximum  occupant capacity of 2 Adults, the room got confirmed for 2 Adults only. 
  
  The maximum occupant capacity is set by the hotel and it is not something that we can amend on our end. This is the reason for your reservation being only confirmed for 2 adults only. The reason our system recorded the reservation as 3 adults is because the hotel does have an option to purchase an extra bed subject to availability and is payable directly to the hotel upon check-in. Unfortunately, in this case, due to the the number of adults that was selected superseded the room capacity.
  
  We checked the payment for reservation and it corresponds with the charges for a room with 2 adult including  breakfast for 2. In this case, we do apologize but we are unable to accommodate the 3rd adult without any charges.
  
  We understand how frustrated you must be. My deepest apologies for any inconvenience we have caused you. We wish you all the best in the future.
  
  Please let us know if there is anything we can do further to remedy the situation for you.
  
  
  Kindest Regards,
  
  *************************
  Manager
  Rocketmiles Concierge
  ************** (US & ******)
  ************** (International)

  Customer Answer

  Date: 12/15/2023

   
  Complaint: 20999660
  
  I am rejecting this response because:

  When i book at Booking.com, the price for 2 adults vs. the price for 3 adults is different. Same with other online booking sites like Agoda, Expedia, etc. The price for 3 adults is more expensive because it includes additional breakfast for the third person and the room capacity can accommodate 3 persons. If the room cannot accommodate 3 persons, the hotel and the online booking site will not offer the room.
  
  Your explanation does not make sense in legal point of view. Do you mean to say that if I book at Booking.com for 3 guests, you will only book the hotel for 2 guests?
  
  I asked your customer concierge on Nov 29 (no name in the email like all your other replies) about my booking and you confirmed this that my booking is for 3 adults with 3 breakfasts. I have sttached the email as proof.  So why do you say now that my booking is only for 2 guests with 2 breakfasts?
  
  If so, why will you offer different pricing for 2 guests and 3 guests if you say in your email that i can just pay the hotel for an extra bed for the third guest? In that case don't offer a price for 3 guests to your customers. You just want customers to pay for 3 guests but you give them an accommodation only for 2 guests? Your explanation doesn't make sense at all.
  
  I have never experienced this failed service before from Agoda, Expedia, and even Booking.com. It is only thru you Rocket Travel and I did not even know that the booking I made at Booking.com is in partnership with you. Had I know this I will no longer proceed to book. 
  
  I cannot accept your explanation. Im only asking that the booking should have 3 breakfasts. I dont need an extra bed.
  

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/28/2023

  Hi ******,
  
  Thank you so much for contacting us. We are glad to assist you. We do apologize for all the inconvenience this situation may caused. We are deeply sorry about all the confusions in this situation. We have confirmed with the hotel that this reservation is for 3 guests The breakfast is for the 3 of you as well. They confirmed that the room has 2 single beds, but they can give you an extra bed with no additional cost. 
  
  Let me know if you have any other questions. 
  
  Kind regards, 
  
  **********************
  Customer Loyalty Manager
  Rocket Travel Bookings Concierge 
  ***************** (*************) 
  *************** (********** Toll Free)

  Customer Answer

  Date: 12/29/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  Thank you for helping me in this situation. If not with BBB i dont think I can get a resolution.

  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been unable to book car or ********* american airlines website using my miles with Rocket. Called numerous times for help and they tell me call ******** and ******** tells me to call Rocket. I have received no help from Rocket whatsoever to help me book my trip that I have trying for 3 days. It is ridiculous that Rocket has zero tech support or any support and they refuse to book anything via telephone. This must be booked through the website that keeps showing errors. After 3 days of frustration with Rocket the tech team was no help and I still can't book a car or hotel with my AA miles. They keep telling me book direct without using miles which is NO HELP WHATSOEVER!! I will be issuing complaint with American about Rocket and also blasting social media with my story if this issue is not resolved.

  Business Response

  Date: 12/18/2023

  Hello ****,

   

  Thank you for reaching out to us. I am sorry that you had issues booking on our website. 

   

  We checked your account, and you won't be able to book on our website, unless you contact the customer service for the AAdvantage account, the loyalty program, so they can unblock your account directly with us. We are unable to do it without their contact. 

   

   I understand that this might be frustrating, but we need this in order to unblock your account.

   

  Regards,
  ***********************;
  Customer Loyalty Manager
  ********************** Concierge 
  ************** (US & ******) 
  ************** (International)

• Initial Complaint

  Date:11/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The date of the transaction was November 7, 2023. The hotel is the Hilton Garden Inn at the ******* in ********, *****. I flew into the **************** and had a reservation to stay at the hotel that night. My sister was coming to get me but she ended up in the ** in ******, **. I called the hotel to see if I could cancel. They said I would have to contact Rocket Travel where the reservation was booked. Rocket Travel said they would contact the hotel (partner) to see about the refund. I also talked to ****, Manager, at Hilton Garden Inn to discuss. He wouldnt budge. I filed a complaint with the Hilton Garden corporate office and they denied the claim. Rocket Travel even though reservation was nonrefundable has an illness policy that would fit this circumstance. To make matters worse I had to rent a room at the Hilton Garden Inn in ******, *****, that night because my sister couldnt go home she was too sick. So I paid for this room at the sister hotel. The Hilton Garden Inn would not transfer my reservation either. When I talked to **** in ******** he said they checked me in but I did not stay there that night. I feel I should be reimbursed for the Hilton Garden Inn in ******** due to my sisters emergency and being beyond my control. I am also a Hilton Honors Member. I also had to rent a car in ******** to get to ****** to my sister.

  Business Response

  Date: 12/05/2023

  Hi ****,
  
  Thank you so much for contacting us. We are glad to work for you. We appreciate your valuable time and kind patience. We have performed a deep investigation about all circumstances involved in this situation. We are truly sorry about you not being able to use your hotel reservation. We have verified in our system and found this reservation is under a strict non-refundable/non-modifying policy. In our eagerness to help, we contacted to the hotel to request a refund on your behalf. Unfortunately, the hotel has denied our request. The reason they denied the refund request, is because the request was sent one day after the check in date. The hotel property mentioned us they cannot refund past dated reservations. We understand unforeseen events may happen, if we would've known about the cancelation-refund request, we would've started before, However, we received your request until one day after the check in date. 
  
  We understand the frustration about not being able to use your reservation or get your refund. We are happy to work for you, but we are subject to the policies hotels have established and we are unable to overcome their decision. 

  We really appreciate you choosing us as your booking provider. We remain at your disposal for any further queries you may have. 
  
  Kind regards, 
  

  ********************** 
  Southwest Hotels Loyalty Manager
  ************** (US & ******) 
  ************** (International)

  Customer Answer

  Date: 12/05/2023

   
  Complaint: 20931936
  
  I am rejecting this response because:
  I contacted the hotel directly on November 7, 2023, on my way to my sister who was in the *** My flight arrived in ********, *****, in the afternoon. I had to rent a car at the airport to get to my sister. I called the hotel on my way to her. I advised the lady who answered the phone of my situation. She told me she couldnt cancel the reservation that I would have to do it through Rocket Travel. I questioned her response. I then contacted Rocket Travel who advised they would work with their partner, Hilton Garden Inn, to resolve the issue. 
  Hilton Garden Inn advised me later that they checked me in anyway even though I didnt stay there that night. Let the record show I did contact the hotel directly on November 7 the day of the reservation to advise of my situation. If necessary, I will request my cell phone records as proof. I reject their response because their facts are erroneous.

  I am continuing to request $140.32 as a resolution to this complaint. I paid for a room at the Hilton Garden Inn in ******, *****, due to my sister not being able to travel home. The Hilton Garden Inn got my money for a room in ****** and a room in ******** for the same night. I am again requesting the reimbursement for the reservation in ********. I would like to see the policy for cancelling a room reservation due to an emergency. I know Rocket Travel has one. This was beyond my control. My sister was very sick. I also needed to get there to take care of my brother who has Downs Syndrome as he was with her. What more could I have done? I acted in good faith and I would like the same.

  Sincerely,
  
  *************************

  Business Response

  Date: 12/06/2023

  Hi ****,
  
  Thank you so much for your valuable time and kind patience. We are glad to assist you. We completely understand your frustration and we apologize for any inconvenience this situation may caused. We reviewed the information on your reservation. We are truly sorry about the resolution does not seem favorable for you. Due to the strict non refundable policy this reservation is under, we need to get approval from the hotel before proceeding with any type of refund. We contacted with the hotel to request a full refund for you, unfortunately they have denied our request. We are subject to the hotel decision and are unable to overcome their resolution. We can always suggest you to contact with the hotel directly and request a refund from them, if in case they approve a full refund for this reservation, please get that persons name and staff position and we can try once again to request a refund on your behalf, by contacting that person directly. 

  We really appreciate you choosing us as your booking provider. We remain at your disposal for any further queries you may have. 
  
  Kind regards, 
  
  ********************** 
  Southwest Hotels Loyalty Manager
  ************** (US & ******) 
  ************** (International)

• Initial Complaint

  Date:11/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel from a website called AAdvantage hotel. It is AA partner with rocket travel. check in date is 11/26 and 11/29 check out. I paid $494.01 for it. When I booked it I receive an email only shows hotel name, address, check in and out dates, and amount I paid. There were no contact number to the hotel. I didn't care since I think it is a normal hotel with reception. When I arrived the hotel, there were no reception nor any staff. I got locked out of door for 3+ hours and it was 4 degree and raining in *****. I called AAdvantage hotel customer service. They told me to find staff or lobby. apprently they don't know what they are selling. I told them serval time that there are no staff nor lobby here. Then after 10+ mins arguing they finally agree to call the hotel owner. after an hour they said they reached the hotel owner but he doesn't speak english. Then they finally send me a "check in instruction email". and told me there is a link I can do self-check in. The link in email is a app called LINE. I don't have the app nor the account. But they insisted that I should be able to use the link to check in. I told them it is asking me to download an application and they should try to click it. they realized I was right then they told me to wait and they will contact the owner again. soon there goes another 1 hour, I was still standing outside and it was raining and freezing. They finally tell me the number of owner and when I called him, he doesn't speak english. I still wasn't able to check in. so I called a taxi and booked another hotel. I called them again and told them I am still not able to check in. They told me they will contact the owner. after few hours this travel company told me they cannot reach the owner anymore so I was asking for refund. They said they can cancel the booking but they can't get me refund which makes so difference. and I realized I got scammed. I can't believe they are a legal register travel agency in the states.

  Business Response

  Date: 12/05/2023

  Hello *****,

  I hope this email finds you well. I wanted to provide you with an update regarding your refund request for the first night of your booking at ********************* . I am pleased to inform you that we have processed the refund amounting to USD ****** as a result of the issues you encountered during the check-in process.

  Please note that it may take up to *********************************************************** your account. This timeframe is dependent on the policies and processing times of your financial institution.
  
  Once again, I apologize for the inconvenience and difficulties you experienced during your stay. We value your feedback, and we appreciate your understanding throughout this process. 
  
  Thank you for your cooperation, and we look forward to serving you better in the future.
  
  Kind regards, 
  Ain
  Manager
  Rocketmiles Concierge 
  ************** (International) 
  ************** (US & ******)

• Initial Complaint

  Date:11/21/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been emailing for a month now about a stay with a hotel I had and how the website and my receipt DID NOT say any additional hotel fees needed to be paid as I paid it in full. Clearly was not the case as I got charged a daily stay plus resort fee. Complained to hotel and they said the bookaahotels should have put all the additional fees that needed to be paid. The reason I chose ******************* was because it had no additional fees on the website compared to the other hotels!! The fact that both American Airlines and rocket travel BOTH said there was a glitch in the system and still NOT give me a refund is ridiculous! I stayed 10/21/23-10/28/23 and still they are refusing because they backtrack and say hotel can impose fees why cant it say that in the website? I ask for a credit to the website for future bookings and nothing no refund no remorse nothing. I want my money back and a glitch on your website which you guys admitted to is not my fault!

  Business Response

  Date: 11/21/2023

  Hello *******,

  Thank you so much for contacting us. We are glad to assist you. We appreciate your feedback your comments help us to improve. We have performed a deep investigation. We have verified with our engineers if there was a glitches or error on the system. Our engineers have confirmed there were no errors or glitches on the system and this information was properly displayed during your booking process. We have reviewed the messages you had with our previous agents, we do apologize for any misunderstanding, but we mentioned might be a glitch on the system, but after a further investigation our engineers did not find any type of error or glitch, with the information disclosed on the website. We always invite you to re-create your booking process for you to notice, where this information was displayed. We also attached a screenshot, showing how this information was displayed during your booking process. 

  We really appreciate your valuable time and kind patience. We do apologize for the inconvenience, but unfortunately we are unable to proceed with any type of refund. 

  Kind regards, 
  

  ********************** 
  AA Hotels Loyalty Manager
  ************** (US & ******) 
  ************** (International)

  Customer Answer

  Date: 11/21/2023

   
  Complaint: 20899403
  
  I am rejecting this response because: sending you a screenshot of my receipt there is no resort fees on it as it has done in the past when booking with your website. I picked that hotel on your website BECAUSE there was no additional fees compared to the others. You cant say there was a glitch and then there wasnt. I have proof on my receipt. American Airlines also states there was a glitch. This is absolutely ridiculous that I have to go out of my way to be constantly emailing and calling to get this corrected. I paid good money for this hotel and for you to send a screenshot that was obviously fixed after the fact is appalling. The fact that your receipt you gave me didnt have the resort fees is a glitch on itself.  The fact that I still have the email of instructions before check in stating that I paid for everything in full and nothing about resort fees is a glitch! Attaching the receipts. I do not accept this. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/22/2023

  Hello *******,
  

  Thank you so much for your time. We appreciate your feedback. We really apologize for the misunderstanding. We always try to prove the best experience during your travel. However, depending on the property, you may also be charged mandatory hotel-specific service fees like the resort or incidental fees. These charges, if applicable, are independent of our taxes and fees and will always be paid at the hotel directly upon the your arrival/departure, as we are not allowed to collect these fees at the time of booking. We always provide this information during the booking process 

  We truly apologize for any inconvenience it may cause, We have verified with our technicians and they have confirmed there was no error during booking process and information was displayed during your booking process, due to this reason we are unable to provide any type of refund. We appreciate your time, we remain at your disposal for any further queries you may have. 

  Kind regards, 
  

  ********************** 
  AA Hotels Loyalty Manager
  ************** (US & ******) 
  ************** (International)

  
  

  Customer Answer

  Date: 11/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Spoke directly with hotel. Hotel agree to cancel my reservation. Contacted Rocket/AAdvantage hotels. Told they would call hotel. Hotel confirms call from Rocket/AAdvantage. Hotel awaiting email from. No email yet received for them to respond to. Each time I call Rocket/AAdvantage now, all of a sudden, they take my phone number to call me back in case the call is disconnected. However, calls are now getting disconnected and agents are not calling back. Seems intentional. Would appreciate my miles being credited back to my account. Again, hotel has already agreed to and completed cancellation.

  Business Response

  Date: 11/20/2023

  Hi ****,
  
  I hope this email finds you well. I am writing to address the ongoing issue regarding your refund request for the cancellation of your non-refundable booking. I want to assure you that we are committed to helping you despite the circumstances, even though the delay is not directly within our control.
  
  As mentioned previously, the hotel verbally approved the refund over the phone, but our booking partner requires written confirmation before they can release the refund amount. We have been in constant communication with the hotel to obtain this written approval. However, we have faced challenges in receiving the necessary documentation, which has resulted in the prolonged resolution of your case.
  
  To shed some light on our efforts to assist you, last Friday we contacted the hotel and requested them to send us an email confirming the refund. Unfortunately, we did not receive any correspondence from them. Today, we diligently followed up with the hotel and spoke to their reservation team. They informed us that the manager responsible for providing the written approval was on leave. We were advised to contact them again tomorrow to check if the manager has returned and can provide the necessary documentation.
  
  We understand the frustration and inconvenience you have experienced due to the prolonged delay. In light of this, we have taken an exceptional step to help alleviate your concerns. Despite not having received the written approval from the hotel, we have decided to proceed with processing your refund on our end.
  
  We refunded your points/miles today but kindly note that it may take some time for you to be able to see them in your account. 
  
  We genuinely regret the challenges you have faced in requesting a cancellation and refund for your non-refundable booking. It is our priority to ensure that you receive the refund you rightfully deserve. If you have any further questions or concerns, please do not hesitate to contact me directly. 
  
  Thank you for choosing our services, and we hope you'll come back to us for future hotel needs.
  
  Kind regards, 
  Ain
  Manager
  Rocketmiles Concierge 
  ************** (International) 
  ************** (US & ******)