Business Profile

Internet Services

Rocket Travel, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Complaints

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

Customer Complaints Summary

197 total complaints in the last 3 years.
68 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:11/08/2023
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.
RTI*AADVANTAGEHOTELS M Internet DE $437.84 on Jul 24, 2023 I filed a dispute for the charge thinking it was a duplicate on August 12th, 2023. I withdraw it on August 17th, 2023 when I realized it was a duplicate. The service requested was for a hotel stay on October 23rd-24th. Once I made a dispute, they did not honor the service and just took my money even after I rescinded it. They pretty much took my money without providing the service / room for stay.
Business Response
Date: 11/09/2023
Hi ******,

Thank you so much for contacting us. We are glad to assist you. We have escalated this situation to our upper management team. We have verified all the circumstances involved in this situation. We have found a reservation at *************** Hotel & Spa to check in October 23, 2023. This reservation was created under a strict non refundable policy, you selected and sign agreements for a non refundable/non amendable booking. However, we received a chargeback dispute from your bank. This chargeback dispute, freezes all the funds used to pay the reservation, while bank proceed with their investigation, we are unable to touch refund either partially or full for the reservation.

We have verified our system and the bank has updated us about this chargeback has been reversed. Even you sign for a non refundable/non amendable booking. We have authorized, as a goodwill gesture a full refund to your account. We hope this solution may be satisfactory for you. Please keep in mind we refund your account immediately, but depending on your bank institution, they may take up to 14 business days to show up funds back into your account.

We appreciate your valuable time and kind patience. We remain at your disposal for any further queries you may have.

Kind regards,
**********************
AAdvantage Hotels Loyalty Manager
************** (US & ******)
************** (US Toll Free)
Initial Complaint
Date:11/06/2023
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 paid ******** CNY maybe1629USD transaction time is 2023/10/22 trading place RTI* ****************** ****** *** by Credit card 5442****4316. However, when i asked the hotel if could find my reservation No.663867154 from Rocket Travel, the hotel told me that can't find any booking from Rocket Travel.I emailed Rocket Travel to ask for a refund and they told the hotel they would not give a refund. Then I asked the hotel about the refund, and the hotel told me that a full refund had been made through the system. It turned out that Rocket Travel had been lying and pocketing customers' refunds. I am now asking Rocket Travel to refund the full amount to the customer.
Business Response
Date: 11/14/2023
Hi YUFENG,

Thank you so much for contacting us. We are glad to assist you. We apologize for the inconvenience you experienced with your booking. We understand the frustration it may cause. We have started a deep investigation to determine all circumstances involving this situation. We already sent a cancelation refund request to the hotel/central reservation office. We are in the middle of this process and waiting for the hotel/central reservation office resolution. We cannot guarantee a refund right now, since any refund will depend on the hotel itself. We guarantee you we will keep working to get the best outcome possible for you. We are afraid we will need to ask you for some more time to get a resolution for this situation. We will reach you out trough your email within 3-5 business days, with a resolution form the hotel.

We appreciate your time and patience. Your comments help us to improve. We remain at your disposal for any further queries you may have.

Kind regards,

Rocket Travel Bookings Concierge
(International)
*************** (US Toll Free)
Customer Answer
Date: 11/15/2023

Complaint: 20830713

I am rejecting this response because:
According to the hotel, all the refunds have been returned (as shown in the attachment), but Rocket Travel has been lying that it is still waiting for the hotel's refund. The hotel says it has never been contacted by Rocket Travel. Rocket Travel is a fraudulent travel agency. Please take this case seriously
Sincerely,

*********************
Business Response
Date: 11/20/2023
Hi YUFENG,

Thank yo so much for your prompt response. We are glad to assist you. We really appreciate your patience. We found on your previous comments some screenshots showing the hotel approved a full refund. We have escalated this situation and sent this proofs to our central reservation office requesting a refund. Please be advised as part of our procedures, we still need to confirm this information with the hotel. We really appreciate your cooperation. We guarantee you, we are working hard to get the best outcome possible for you. Please keep in mind this is not an immediate process and may take 3-5 business days. We will reach you back trough your email with a final resolution.

We appreciate your time and patience. Your comments help us to improve. We remain at your disposal for any further queries you may have.

Kind regards,

Rocket Travel Bookings Concierge
(International)
*************** (US Toll Free)
Customer Answer
Date: 11/24/2023

Complaint: 20830713

I am rejecting this response because:
For more than eight business days now, Rocket Travel has been lying, delaying the time without providing any proof of communication with the hotel, and pocketing the hotel to refund the customer
Sincerely,

*********************
Business Response
Date: 01/18/2024
his complaint as closed on 12/8 a refund was processed. complaint- ********
Initial Complaint
Date:10/27/2023
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 made a booking reservation through this business, reservation detals:AAdvantage Cars reference code Use when contacting us ********* Supplier confirmation code Use when contacting Thrifty K61843377F8 On the transaction details page it indicates to me that this transaction is dueling with Thrift directly. However after I reached out to Thrifty they said Rocket Travel, Inc. booked through Priceline and Thrift is not even able to handle any request regarding to the reservation. I am feeling this is extremely misleading, and I need a refund. If I knew this agency is directly working with Priceline I wouldn't book through this company.
Business Response
Date: 10/27/2023
Hello ******
Thank you so much for contacting us. We are glad to assist you. We appreciate your feedback. We have review the information within your message. We are Rocket travel **** as you can see on the website when creating your reservation, on the top right corner, you will see our logo. We provide the booking service to AA (for hotels and cars) We used Priceline or Rental cars as our, central reservation offices to cover more places around the world.

We apologize for the misunderstanding, but we are happy to address any concern you may have. As part of the booking process and as part of the confirmation receipt, we sent over the email. We state the reservation as it was pay in advance, we are unable to make any changes into the reservation since it may result in changing the price. Or either cancel the reservation due to a strict non refundable policy.

If there is any medical situation or a situation out of your hands, we can try to deal a refund for you. However this refund will depend on the rental agency directly. We cannot guarantee a refund unless they approved it first.
We hope this information may help you to clarify the booking process. We are glad to always work for you. We remain at your disposal for any further queries you may have.

Kind Regards,

*****************************;
Customer Loyalty Manager
Customer Answer
Date: 10/27/2023

Complaint: 20791703

I am rejecting this response because:
As a customer, I never see a single word through the entire booking process that you are dueling with Priceline, this is not acceptable, you are misleading customers, as a customer, I don't have any responsibility to throughly check every policy details on your website, you think my time doesn't worth a *****? You stop misleading your customers, if you do something, say something!

Sincerely,

*********************
Business Response
Date: 10/30/2023
Hello HONGYU
Thank you so much for your response. We are glad to assist you. We apologize about the inconvenience, but reading terms and conditions is a really important part of buying a product or service. We are deeply sorry about, you not feeling comfortable about our model of service, but we received terms and conditions from our partner companies.
Providing the best customer service is our top priority. However we need to stick to the terms and conditions, rental agencies and hotels have established and we are unable to overcome their decisions.

Kind Regards,

*****************************;
Customer Loyalty Manager
Customer Answer
Date: 10/30/2023

Complaint: 20791703

I am rejecting this response because:
The merchant is still not willing to address their mistake given it is obvious misleading behavior to customer, its just not acceptable.

Sincerely,

*********************
Initial Complaint
Date:10/23/2023
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 spent an entire month calling Rocket Travel at ************** nonstop regarding a compensation request the hotel ******************, my guest (***********************) and myself agreed upon. However, I can not get through with them on any phone call because the call repeatedly drops and when I do get a hold of a representative they ask for a phone number to return phones calls in case the call got disconnected, but they never return a phone call or even an email. This has really been the worst experience I have ever had with a travel agency. They give false expectations and false hopes. On 10.23.23 after being on hold for an hour and 27 minutes I finally got through with a supervisor (*****) but to only experience very poor customer service and no answer or solution. I really need help with this please and closure once and for all. Both reservations were (#********* & #*********) the agreement was a refund of 50% off each reservation (-$615.75)
Business Response
Date: 10/31/2023
Hello ******,

Thank you for bringing this to our attention.
We understand that the hotel might have told you an amount they would refund, but we depend on how much they indeed give us in order to refund you.

The amount provided to us was the one we refunded, and we cannot give you more, as we did not receive that. The refund was already processed, and the case was closed.

We understand that this is not the outcome you were expecting but we cannot overcome the decision the hotel made. Also, we cannot give you more refund as we did not receive that amount.

Let us know if you have any other questions.

***********************
Customer Loyalty Manager
********************** Concierge
Customer Answer
Date: 10/31/2023

Complaint: 20772550

I am rejecting this response because: ********* clearly wrote and promised 50% per ******* see email attached. The difference that you didnt reimburse me for is between you and the hotel and need to deal with it. I earned my miles by paying and staying. The inconveniences have nothing to do with my award miles.

Sincerely,

*****************************
Business Response
Date: 11/08/2023
Hello ******,
Thank you for your reply.

Even if the hotel promised to refund you 50% of the reservation, if they do not give us that 50% we cannot give you that.
We'll only refund the percentage we receive. But let me check what can be done along with them to help you out. I'll be updating you by email directly.

Regards,
***********************;
Customer Loyalty Manager
Customer Answer
Date: 11/08/2023

Complaint: 20772550

I am rejecting this response because: Business (Rocket Travel) is still communicating with hotel. Will advise me and provide an update via email as soon as they come to an agreement.

Sincerely,

*****************************
Business Response
Date: 11/28/2023
Hello,
Can you please update the following cases as resolved.
Complaint ID: ********
On 11/14 the remaining amount of the refund from the hotel was processed back to the same payment method used.
We refunded $91.50USD for reservation *********, and $137.25USD for reservation *********.
An email communication was sent directly to the customer resolving this case.
Customer Answer
Date: 11/28/2023

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:10/22/2023
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.
RocketMiles incorrectly cancelled a $500 hotel reservation and now refuses to reimburse me. I had to rebook directly through Marriott at my own expense. The hotel confirmed that my reservation was cancelled by Rocket and that they never paid the ********** owe the hotel money since it we cancelled prior to check-in. Despite this, Rocket says they need more time to negotiate a refund with the hotel. Its complete nonsense. Their business model is to continually rip off customers and then drag out responses until their victims eventually give up.
Business Response
Date: 10/23/2023
Hello ****,

Thank you for bringing this situation to our attention. I apologize for the situation you've been through.

In this case, from our side, the reservation was active, and we did not know about the cancellation. As we did not know from the cancellation beforehand, we sent the payment. Now, we need to investigate the situation and request that payment back.

We understand that this might be frustrating, and we will handle this as quick as possible to give you a response by email.

Have a lovely day.

Regards,
***********************;
Customer Loyalty Manager
Initial Complaint
Date:10/09/2023
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.
On 3/14/23 I booked and paid $234 for a non-refundable stay at the Novotel Suites at ********* (hotel address **************************************************************) through AAdvantage Hotels ("AAH"). On 10/09/2023, I saw that the hotel is closed for business. I reached out to AAH, was on the phone with them for over an hour, they were unable to contact Rocket Travel to confirm that I would receive a refund due to the closure of the hotel. The AAH agent was not able to confirm that I will receive a refund and that I would have to wait ***** hours to confirm that a refund would be issued. I believe I should receive a full refund, without any cancellation fees, and not have to wait to receive my refund since this was no fault on my part. Thank you.
Business Response
Date: 10/23/2023
********************,

We hope this email finds you well. We are writing to provide you with an update regarding your complaint filed through the Better Business Bureau (BBB). We apologize for any inconvenience caused by the delay in resolving your concerns and appreciate your patience throughout this process.

Upon further investigation, we discovered that the hotel in question did not close, as previously stated, but instead underwent a change in hotel management and name. We apologize for any confusion caused by this discrepancy in information.

After our last communication with the hotel, we attempted to obtain approval for the refund on your behalf, but unfortunately, we have not yet received their confirmation. The hotel has informed us that it will take additional time to negotiate with the person in charge. However, we firmly believe that this delay should not be your responsibility. Therefore, we have made the decision to refund you directly from our end without further delay.

We are pleased to inform you that a refund of USD ****** has been processed to your account. Please note that it may take approximately ************************************************* your account, depending on the processing time of your financial institution.

Furthermore, regarding the **** miles/points that you were *********** earn for your booking, we assure you that they will be credited to your account within 1 or 2 weeks after the original check-out date of your booking despite the cancelation made as a token of our apology.

We sincerely apologize for any inconvenience caused by the delay and the need for this alternative refund process. We understand your frustration and are committed to ensuring that you receive the resolution you deserve.

Please be assured that we take your feedback seriously, and we have reviewed our internal processes to prevent similar situations from occurring in the future. Your experience has provided valuable insights, and we appreciate your assistance in helping us improve our services.

If you have any further questions or concerns regarding the refund or the miles/points, please do not hesitate to contact us directly. We are here to assist you and address any additional inquiries you may have.

Again, we apologize for any inconvenience caused throughout this process. We value you as our customer and appreciate your understanding.

Thank you for your patience, and we look forward to continuing to serve you in the future.

Kind Regards,
Ain
Manager
Rocketmiles Concierge
************** (US & ******)
************** (International)
Customer Answer
Date: 11/01/2023

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:09/27/2023
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.
we reserved through Tmobile travel air/ car and hotel for a ****** to ********** trip in June 2023.we didnt need the car until a few days after we got there, tmobile travel still let us pay in full for car rental. we go to SIXT car rental at new ************** and they said they did not have our car we had pre paid for available. then the attendant told us since we did not fly in that day we could also not get any car from their lot. we were stuck at the new ************** for hours because of this. i sent this to tmobile travel rep that was very nice, but also declined refund for a car they did not have for us that we pre paid for. we had to pay 200 dollars more to rent from a private person. tmobile travel has lost our business because of this.
Business Response
Date: 09/21/2023
September 21, 2023

FILED ELECTRONICALLY

Better Business Bureau
*****************************************
*****, ** *****

Re: *******************************
Your File No. 20588878

To Whom It May Concern:

******** ********* (********) is in receipt of your correspondence dated September 11, 2023, regarding the above-referenced file number.

******** regrets any concerns ******************************* may have regarding a recent car rental via ******** Travel and we appreciate the opportunity to respond. Upon review, ************************ concerns are not related to their ******** account but may be with Rocket Travel, the administrator of ******** Travel. As such, we recommend ******************************* contact Rocket Travel directly via email at *******************************************. ******** regrets any inconvenience to ********************************

Based on the foregoing, we respectfully request this complaint against ******** be closed.

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.

Very truly yours,

T-MOBILE USA, INC.

************************;
Executive Response

Customer Answer
Date: 09/21/2023

Complaint: 20588878

I am rejecting this response because:
if you looked at the attached 3 documents you will see I have already contacted who you are directing me to.
tmobile is in charge of tmobile.travel and can pay me back for this mistake.

Sincerely,

***************************
Business Response
Date: 10/02/2023
Hi *****,

Thanks for reaching out. I'm sorry to hear you couldn't pick up the car.

In this case I was reviewing this reservation and the interaction with our agents. I can see that the refund was denied because you have to present a major credit card at the car agency in order to pick up the car and you didn't.

I will try to mediate with the car agency and the reservation center to request a refund, I cannot guarantee that it will be approved since it does not depend on us. But we will work on this for you.

We will be informing you about the resolution by email.

Regards,

***********************
Customer Loyalty Manager
Rocketmiles Concierge
************** (US & ******)
************** (International)
Customer Answer
Date: 10/08/2023

Complaint: 20588878

I am rejecting this response because:
THE CUSTOMER IS ALWAYS RIGHT.
WE ARE NOT BEING TREATED FAIRLY AS CUSTOMERS OF TMOBILE SINCE 1998
I understand you are contacting and listening to the car rental place and their policies.
PLEASE read mine, since your agent does not call me other than emails,, ****** went into the car rental building, small trailor with a long line at new **************, the lady first said they did not have the size car we reserved and had paid for in advance, then there was an issue because we did not have flight information for that day, we flew in 2 days before, ALSO using tmobile travel, and ************* said we could not get ANY car because of that. the issue of the credit card is null and void as you kept bringing up, and I had the credit card outside of the car rental building with our luggage. This was very inconvient and took us hours at the airport and extra hundreds of dollars to then figure out other plans for the week in a different state, on vacation.
Please pay us back, as we never got a car from this car rental place.

Ready to take my business elsewhere,

***************************
Business Response
Date: 10/09/2023
Hello *****,

We understand the situation, but we need to abide by the car agency's policies and they have the final decision. We will try again and we will inform them about the car that was not available at the pick-up time. We cannot give you any guarantees as the decision does not depend on us if you receive or not a refund.

I'll be informing you by email as soon as I receive any response from the car agency.

***********************;
Customer Loyalty Manager
********************** Concierge
************** (US & ******)
************** (International)
Initial Complaint
Date:09/20/2023
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 room at Home2Suites in ****** ** through **** of America - they were using Rocket Travel/Agora as the booking agent. The room was prepaid in full, however when we went to check in after a long flight we were informed that the virtual card provided to Home2Suites by Rocket Travel had declined that morning and the room had been cancelled - Rocket Travel charged us full price ahead of time but did not pay the hotel. I was unable to reach Rocket Travel by phone and could only email them, after many hours we ended up booking a different hotel and paying out of pocket. Rocket Travel eventually emailed me back more than 24 hours later asking if we had found another place to stay, I responded but have not gotten a response to my second email at this time. We spent over $1000 between the original booking with Rocket Travel and the new booking we had to make - the new booking was in a crappy hotel and completely ruined our trip. I am looking to be credited for the prepaid booking we made as well as compensated for the new booking we had to make in order to have a place to sleep as we would have been stranded in ****** **.
Business Response
Date: 09/20/2023
Hello ********,

Thank you for bringing this matter to our attention. We are truly sorry to hear the situation you've been through.

We are working on this case, but at this time we are unable to process any refund as we noticed that you had filed a dispute with your credit company on the charges for this reservation. We would like to inform you that once a dispute is initiated, we are unable to update the reservation until the credit company has concluded their investigation due to system limitations. If you'd like to know more about the current status of this dispute, please feel free to contact your credit company for updates. We will continue working on this case, but we will still have to wait on the outcome of the dispute you filed.

Once again, we do apologize for the inconvenience caused. Please let us know if there is anything we can do further to remedy the situation for you.

***********************
Customer Loyalty Manager
Initial Complaint
Date:09/14/2023
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.
I never, ever book trips through a online travel agency. I did on ******** travel I wanted to go to ****** for 20 years. I booked this trip under complete Manipulation and high pressure i tried to see the room ratings? Nothing. I wanted to see my room ? Not available but you had to book within seconds or you will lose pricing. What a disgraced ****************** Niagara which the room was gross, dirty, hot 86 degrees all you got was a 4 inch fan. Toilet backed up. I parked in the hotels parking garage ****** my car just got out of the shop today my windshield got cracked, my beautiful car soaked in food boxes, dents Fluorescent paint scratches. I do not feel all this Damage, and just a very bad Hospitality experience. I got ripped off and i want my money back in full. Reservation #*********
Business Response
Date: 09/19/2023
Hello ********,

We hope this email finds you well. After conducting a thorough review of the information you submitted, we regret to inform you that we are unable to approve your request for a refund or compensation based on the following findings:

Upon examining the police report you submitted, it was stated that your vehicle was located in a parking garage at ************************************************************************************* and had sustained damage of unknown cause. Our investigation, including reviewing ****** Maps directions from ********************************/Fallsview to the incident address, revealed that the distance between the hotel and the mentioned incident location is approximately 1.1 kilometers, which would take approximately 2 minutes by car or at least 15 minutes by walking. This indicates that the incident did not occur in the hotel parking lot but rather at a significant distance from there.

Furthermore, the police report indicates that the incident took place on August 27th (Sunday), whereas your check-out date from the hotel was on August 26th, 2023, the day prior to the reported incident. This suggests that the occurrence took place after your departure from their property.

Additionally, the photograph you provided, which depicts the damage to your vehicle, does not appear to have been taken at the hotel parking location. Unfortunately, we were unable to verify its authenticity or establish a direct connection to your stay at this hotel.

Moreover, upon reviewing the documents related to your insurance claim, it is mentioned that the loss date was August 27th, 2023, which aligns with the police report indicating that the incident occurred one day after your check-out date. The report creation date was noted as August 30th, and the vehicle inspection took place on September 9th, 2023. Furthermore, the date the vehicle was taken out is documented as September 15th, 2023. These details further support the fact that the reported incident transpired subsequent to your departure from the property.

Lastly, we conducted a thorough search of our records, and we found that your initial contact with us occurred on September 2nd, 2023, which is eight days after your check-out date. Regrettably, we have not found any previous communication from you either during the booking period or immediately after your check-out date on August 26th, 2023 and the hotel also denied you informed them about the incident at their parking lot but as per your review, they had compensated you directly around $80 for the complaint. You also did not send us any photos taken at the hotel during your stay as proof for your claim that it was in a poor conditions.

Considering the aforementioned findings, along with the hotel's consistent denial of any involvement or responsibility for the reported incident, we must adhere to our policy and deny your request for a refund or compensation. We understand that this response may be disappointing, and we sincerely apologize for any inconvenience you may have experienced.

We value your business and appreciate your understanding in this matter. Should you have any further questions or require clarification, please do not hesitate to reach out to us.

Kind regards,
Ain
Manager
Rocketmiles Concierge
************** (International)
************** (US & ******)
Customer Answer
Date: 09/20/2023

Complaint: 20606651

I am rejecting this response because:
I dont approve of his assumptions; First of all I was told there were cameras in that garage; with all the food on my car I didnt realize until I got in a well lit spot what I thought it was green icing from cake or something and another thing ****** POLICE REPORT WOULD NOT DO ANY GOOD IN *** I didnt have a chance to deny that hotel you push, demand manipulate for immediate payment. I am not letting this go. If I saw your ratings alone I would have never dealt with you, ********* I will write reviews for both of your business. No threat just a promise I will put an ad in my local paper, news channel I will damage whats left of your name for ripping me off start to finish. You messed with one pist off customer. Your a sham
Sincerely,

*********************************
Business Response
Date: 10/06/2023
Hello,

For complaint ******** for our business, this complaint should be resolved. If you need a response from us to close you can open this back up and this is our response below. We will not be responding further to this, since the customer is clearly going after the incorrect party in this situation. We supply 3rd party bookings for hotels and would not be able to assist in personal car damage claims. Please let me know if you need any additional information from me to close out this complaint.
**********************************************************************************************************

Response to complaint:

"Hello,

Our original statement is what we will stand by. Our company cannot be held responsible for damage on a car where parked at the hotel. That is something we suggest to directly resolve with the hotel and or where they parked their car if owned separately from the hotel.

When you do book with our service you have a choice of what hotel to choose. Prices change based on availability and we have no control over that. It might have been a popular weekend in a common tourist area and prices and availability change rapidly. In this case we actually did have reviews and a star rating. Please see attached.

Unfortunately, we will not be able to refund your reservation. "

Thank you,

*****
// *************************** | Manager, Operations (she/hers)
Customer Answer
Date: 10/07/2023

Complaint: 20606651

I am rejecting this response because:

Sincerely,

*********************************
Initial Complaint
Date:09/09/2023
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 a non-refundable hotel on 08.27.23 with Tmobile Travel via Rocket Travel for a stay at Hilton Home2Suites in ********, ******* for *****.23 for 3 nights. The total purchase price was $418.17 billed to my **** card. I wasnt concerned about it being non-refundable because my father in ******* passed away and we needed to get there as soon as possible from *************, **. On *****.23, a federal declaration was issued due to Hurricane ******. The airport (***************************) we were flying into on *****, was shut down at midnight on ***** at least until Thursday. After finding out we had no way to get to ******* from ********, I called Tmobile Travel to request a cancellation because there was no way we could make our destination due to an active hurricane. I received an email that they had submitted a refund request (A message from ******** Travel [ ref:_00D1N2bGqL._5005c1Lbfq4:ref ]) and I was to wait 2-3 days. I called Tmobile Travel again on ***** stating concern that check-in was about to occur and I was stuck in ********. Tmobile Travel stated that they couldn't get in touch with Home2Suites in ******** and for me to wait 3-5 days. I called the hotel on ***** and explained my situation to *****. He stated that he couldn't cancel it due to it being a 3rd party, but that he would cancel and refund if called by the 3rd party vendor. I called Tmobile Travel again on ***** after waiting 3-5 days. I was told they are still working on it and told to wait another 3-5 days. I called again Tmobile Travel on ***** after waiting 3-5 days and asked to speak to a supervisor. I was not afforded this option and the agent put me on hold to check with the hotel. After 29 min 46 sec, my call was dropped. Tmobile Travel charges a $25 processing fee to request a cancellation. Its that easy. The hotel is in Lake County, **, which was under a state of emergency at the time. *************************** was shut down a day after I made the reservation.
Business Response
Date: 09/15/2023
Hello *******,

Thank you so much for contacting us. We are glad to assist you. We have received your previous request. Top customer service is our priority, we apologize you feeling this was not provided to you. We are currently in the middle of cancelation/refund requests with the hotel. We apologize for the long delay but this is not an immediate process. We cannot guarantee a refund without the hotel approving it first. We kindly ask you to bare with us a little more time to complete this process.

We are currently waiting for a response from the hotel. We guarantee you we will keep working hard to get the best outcome possible. Also as a goodwill gesture, if the hotel approves a full refund, we will waive $25.00 cancelation fee as a courtesy to you.

Kind regards,

**********************
Loyalty Manager.
************** (US & ******)
************** (International)
Customer Answer
Date: 09/15/2023

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,

***********************************

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Rocket Travel, Inc. is NOT a BBB Accredited Business.