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:06/13/2023

  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.

  -Transaction date: 3-18-23 - $261.29 paid to the business -The ************ Travel Hotels committed to provide me a one night stay at **************** and provide me with a "clean" two 2 Queen *** room that included city view, hand sanitizer, refrigerator, and coffee tea machine, among a list of other items. - After bad service at the reception/check in area of Tropicana where they denied me the city view room I paid extra, they assigned me and my two other guests to a room that did not include any of the extras i paid extra money for. There was no city view, no hand sanitizer in the room, no refrigerator, no coffee tea machine, no laptop safe box, the bed sheets were ripped on one of the beds, and there was dirty clothes left in the drawers. -I have contacted the ************ Hotel Travels for a refund of my money several times through email because they will not provide a phone number and have been very clear that they need to refund me my money. They respond through email asking questions that i have already answered in the past for them and pretend to act dumb when demanding my money back. They have sent me several times to Tropicana saying they will resolve my problem only to have Tropicana send me back to RTI since i paid RTI ******** and not Tropicana. After telling RTI what ********* has said about my money being charged by RTI ******** and therefore them needed to refund they have stopped responding to my emails. They are false advertising bookings to include/provide extras that when arriving at the hotel room you do not receive. I paid extra money to get a better room with the items mentioned and i did not get what i paid for. - My confirmation number was: TDD7U4R6

  Business Response

  Date: 06/19/2023

  Hello ******, 

  Thank you so much for contacting us. We are glad to assist you. We apologize for the inconvenience and poor service received at the hotel. We have contacted the hotel to verify if there is any way for compensating you for all that happened at the moment of your arrival. Hotel has informed us due to the inconvenience they decided not to charge you a resort fee. We attempt requesting for a full refund of your reservation. Unfortunately, our request for a full refund was denied by the hotel stating, that the reservation was entirely used. In addition to this, we received a chargeback dispute coming from your bank institution. In this case, you would need to follow up with your bank institution and complete the chargeback dispute.

  We are always happy to assist you. For any further queries please do not hesitate on contacting us back any time. We remain at your disposal for any further assistance required. 

  Rocketmiles
  Loyalty Manager 
  ********************** 

• Initial Complaint

  Date:06/06/2023

  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 through ******** travel Priceline. They said if any issues reach out to them I deal about the hotel and my refund. The hotel told me that if I want a refund I have to go through who I booked through. I have over a week in a half now. The hotel had roaches nasty leaking toilet gave dirty room not cleaned. Stayed one night because drove 10 hours late left that morning told hotel I will not stay there not safe place and nasty. ******** Priceline has been lying giving me run around. Saying they go give me money back hotel said ok. They send me two credits instead of my money say. ************ dont give money back I dont heard lie after lie after lie. Not happy will never ** them again

  Business Response

  Date: 06/16/2023

  Dear *******,
  
  We are so sorry 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.
  
  We would love the opportunity to regain your trust. Upon checking, we found that a full refund of $249.28 was processed back to you on 8 June. Rocketmiles processes refunds immediately however, it could take up to *************************************************************************** some cases may not be completed until the next billing cycle. The timing depends on your bank and its policies. Rocketmiles does not have control over this timing.
  
  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.
  
  
  Kindest Regards,
  ******
  Rocketmiles Concierge
  ************** (** & ******)
  ************** (International)

  Customer Answer

  Date: 06/19/2023

   
  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:06/04/2023

  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.

  Booked car rental from ROCKET and paid in full. Airline Flight delayed. ROCKET closed at 11 pm EST NO refund available or credit towards another rental car given

  Business Response

  Date: 06/14/2023

  Hello *****,

  Thank you so much for contacting us. We are glad to assist you. We are truly sorry about the inconvenience you faced with delay on your flight. We have reviewed this situation for you. We already escalated this situation to our relevant, managers and escalations department. We also contacted with rental agency to request a refund on your behalf. Our refund request was denied on all escalations we did, the reasons we are not able to refund your account are:

  First. Hours of operation of location is 6:00 AM to 11:00 PM Monday to Sunday, unfortunately they don't offer after hour services but, you can always come back next day and talk to the location to get the vehicle, but they are unable to remain open after closing time.

  Second. Even location is not inside the airport they provide a complimentary shuttle bus to take customers to the actual location, this information was disclosed on the confirmation email you received and in our website when shows "shuttle required" message before confirming the reservation. 

  Third. We understand flight delay but even though you create the reservation trough AA redemption system we are unable to track flight information since we handle hotels and car reservations only, this is the reason we did not received any notification ahead your flight being delay 

  We deeply sorry about this experienced but we are also subject to the terms and conditions set by rental car agency and we are unable to override their decisions. We kindly suggest you to contact With AA flight directly to attempt other sort of compensation.

   

  Kind regards, 

  AAdvantage Car and Hotel Concierge
  Manager
  **********************
  ************** (US & ******)
  ************** (US Toll Free)

  Customer Answer

  Date: 06/15/2023

   
  Complaint: 20141011
  
  I am rejecting this response because: I had called the rental car company twice to advise that evening the flight was delayed and would not be able to get their before their 11 pm closing. They were unable to help because they only handed hotel reservations. In addition, I was never told I could go back the next day to reclaim the car rental reservation. I would have done so if that was the case vs. losing money.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/20/2023

  Hello *********** 
  
  Thank you so much for your prompt response. We truly appreciate your valuable time and active cooperation. This situation was already escalated and reviewed to our relevant team. We are really sorry about confusion on this situation. As we checked with the rental agency unfortunately they were unable to stay open after their hours of operation. We understand flights may be delayed or even cancel sometimes but, we have access to vehicle reservations only. Since we have no control over flight reservations. We kindly suggest  you to contact with the airline directly to check any sort of compensation coming from them. 

  We apologize if resolution does not seem valid but, we are also bound by the rules set forth by our *************** and are powerless to change them.

  We remain at your disposal for any further queries or assistance required. 

  AAdvantage Car and Hotel Concierge
  Loyalty Manager
  ********************** 
  ************** (US & ******) 
  ************** (US Toll Free)

• Initial Complaint

  Date:05/30/2023

  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 reserved a room for two night through Rocket Travel, I paid $375. Shortly after I realized I could have reserved the room through the hotels website directly and through other third parties for $300 after taxes and fees. There were no phone numbers mentioned in my room confirmation nor could I get in touch with anyone to cancel my reservation in time. I googled and called several numbers and replied to my confirmation email with no assistance offered. After my stay, I received an email back stating that I was not overcharged.

  Business Response

  Date: 06/01/2023

  Hi ******,
  
  Greetings from Rocketmiles!
  
  Thank you for sharing your feedback with us. We have checked your reservation thoroughly and we assure you that there is no over-charging on your reservation.
  
  This reservation was created on May 16, 2023.The cancellation policy was not activated till 12:59 PM local time May 23. We were contacted by you on May 26, which is the day of check-in to dispute the charges.
  
  Please kindly note that the prices that are published on the website is managed by the hotel directly. Rocketmiles do not have the authority to change the price listed. The price that was set *** vary depending on the hotels agreement with other service providers.
  
  In your case, prices of each rooms vary depending on where you booked the reservation. As this is a third party reservation, unfortunately there is no price matching done on our end as we do not have any control to the prices of the hotel rooms in our site.
  
  Nevertheless, we assure you that the price you were charged is not overpriced nor overcharged. We do not have control to the variation/changing of the prices and it goes the same to other third party vendors as well.
  
  With that being said, we regret to inform you that we will not be able to make any adjustments to the price nor will be able to process any refund to you at this time.
  
  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
  ************** (** & ******)
  ************** (International)

• Initial Complaint

  Date:05/26/2023

  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.

  This was through Tmobile travel. Pick up date should have been April 24th. It was booked through ******************************* ***************************** we arrived at SIXT car rental they did not have our reservation or car. When they investigated it appeared there was a glitch in the system and the reference code had multiple people associated to it. We had to start the rental from scratch and pay in full again. The discounted price was not applied and we paid over $70 from our original price booked through tmobile travel. I called tmobile travel and had them talk to a SIXT manager. They told me we would receive a refund from our reservation. It has been over a month and we still have not received the refund. I have contacted RocketMiles and tmobile travel multiple times. I believe this is a scam. They get people to sign up through tmobile travel and pay a discounted price, then we the person arrives they charge them again for the full non discounted price.

  Business Response

  Date: 06/02/2023

  Hello ***,
  
  Thank you so much for contacting us. We are glad to assist you. We really appreciate your valuable time and cooperation. We have reviewed the information in your previous emails. We are deeply sorry about the inconvenience you experienced at the moment of picking your vehicle up. We are actively working on disputing a refund for you. We currently are looking for authorization from our Rental car partner/Central reservation office. We apologize for the delay in this process but, we want to guarantee you we are doing our best effort to get the most convenient resolution for you. 
  
  We appreciate your patience in this situation. We remain at your disposal for any further queries you may have 

• Initial Complaint

  Date:05/24/2023

  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 was making flight reservations for a very important trip in July 2023 and was merely browsing and checking the hotels and the next day I found a confirmation email from Booking.com for a reservation that I NEVER agreed to and then I checked my bank statement and found $884.80 was taken out by RTI-AAhotels to a different hotel but for exact same dates that Booking. Com had reserved one for. Neither reservation or authorization or consent was given for any transaction to be conducted on my checking account. I have spent weeks searching and contacting everyone and everywhere to find my missing $884 , my bank the Attorney General as well as ************************** and finally I have learned the travel agent number and the travel agent who is responsible for the transaction but they are denying that it was them . I am demanding that my money be returned to my account immediately . ******************** *** is fraud and should never be used by anyone.

  Business Response

  Date: 05/31/2023

  Hello *****, 

  Thank you so much for contacting us. We greatly appreciate you contacting with us. We are truly sorry about the inconvenience you are experiencing. We have been actively working on this situation. We have contacted with Hote/Central reservation office and, we have successfully cancelled reservation described on previous emails. We also reported this situation about your account being compromised to our specialist department for preventing this situation happening again. 

  We contacted our credit department to request a refund for this transaction. Unfortunately our credit department notified ** about a dispute (Chargeback) your bank set up for this transaction. With this dispute going on, we are unable to immediately refund your account, In this situation you would need to continue working with your bank institution, to clear chargeback dispute. 
  
  We appreciate your valuable time and cooperation. We remain at your disposal for any further queries you may have 
  

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

  Customer Answer

  Date: 06/02/2023

   
  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:05/20/2023

  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 May 1st, 2023, I purchased 2 tickets for a flight from ******* ** to *********** (reference # *********) through the ******** Travel website, which is operated by Rocket Travel. The tickets I purchased said they included seat selection and indicated that it was at no additional charge. I have screenshots of the checkout process showing this claim. A part of the checkout process involved the option to select my desired seats, which I did.After completing my purchase I checked my tickets to confirm the details. I could find no reference to my seat selection. I contacted Rocket Travel via email asking where i could find my seat choice selection. They replied and told me I could go onto the airline's website and select my seats there. That seemed odd since I'd already selected my seats at checkout, but I went to do so anyway. I found that, on the airline's website, seat selection for my tickets was only available at an additional cost, and the seats I had previously selected weren't even an option for me to select. I asked Rocket Travel how I could make my seat selection without an additional fee, as my booking had advertised, and they told me that my seats would be being randomly assigned by the airline. I argued that my purchase said the seat choice was included and provided the screenshots showing where that claim was made.At that point they didn't reply to me for 11 days, and when they did it was just a word-for-word copy-and-pasted duplicate of their last reply. I asked for an escalation to address my issues and they have thus far offered no solutions or made any attempt to correct this issue, simply apologizing for the listing being "confusing" but insisting that seat selection is not included despite their website explicitly listing it as a part of the purchase. I am simply seeking for that promise to be honored and to be able to select my desired seats at no additional cost, or an upgrade to my tickets so that my seat selection is an option.

  Business Response

  Date: 05/31/2023

  Hello *******,

  Thank you for bringing this situation to our attention. We are deeply sorry to know you had a bad experience while booking your flight. 

  Our bookings are bese fare bookings. Some of them let you select the seat, but they are not guaranteed as it depends on the airline's availability and can be changed by them as well. In this case, we have investigated a bit your flight reservation and we could confirm that the seats you selected were indeed confirmed. You can always check that on the airline website using the confirmation code and last name of the passenger. 

  Please let ** know if you have any other questions.

  Customer Answer

  Date: 06/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and am willing to drop this issue. The assigned seats that the airline chose have been posted and they're close enough to what I wanted, so I don't see much of a point in continuing to press this matter for further resolution. However, I still feel that Rocket Travel's original advertising of the "benefits" of these tickets was misleading, and ultimately the "solution" was just luck of the draw based on what the airline decided. I believe it would be to the benefit of future customers for them to more clearly explain that seat choice is NOT guaranteed with their ticket sales.
  
  ******* Algiers

• Initial Complaint

  Date:05/19/2023

  Type:Billing 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 believe I was charged twice for the resort fee. I was charged ****** for taxes and fees which I assumed contained the resort fee of 55 per day. I assumed this as a normal taxes and fees would be around 13% of the rental, in this case 96, 13% of 744.61. When I arrived at the property I was told I had to pay a resort fee of 55 per day. No where in the booking process or in the attached email did it say I would have to pay this. I did pay it again at the hotel and would like the resort fee I paid at booking returned. All you have to do is look at the taxes and fee charged at booking and know that a 50% upcharge is way to high.

  Business Response

  Date: 05/22/2023

  Hi *******,
  
  Thank you so much for letting us know about this situation. We appreciate you bringing this to our attention.
  
  We have looked into your refund claim for your stay at TradeWinds Island Grand. We have looked into your request for a refund of the Resort fees that you were made to pay directly to the hotel upon arrival. Kindly be advised that the taxes and fees charged to you by RocketMiles is an estimate of the amount RocketMiles pays for taxes owed, government imposed service fees, or other fees required by law.
  
  The amount that you paid to RocketMiles is for the room rate, taxes and fees or occupancy tax which is a mandate by the Government. Resort fees are hotel-mandated fees and can only be collected by the hotel. RocketMiles do not have the authorization to collect said fees from the hotel. We are unable to refund the resort fees as per your request as this charge is a standard charge that is common with all resorts although the rates may vary.
  
  With this being said, we regret to inform you that despite all our efforts, the hotel has decided that they are unable to waive the resort fees and will not allowing any refund. 
  
  We are truly sorry if this is not the outcome you were hoping for. We understand how frustrated you must be. My deepest apologies for any inconvenience we have caused you.
  
  Our ************* is available around the clock, please do not hesitate to contact ** should you have any further inquiry.
  
  
  
  Kind regards, 
  ******
  Rocketmiles Concierge
  ************** (** & ******)
  ************** (International)

  Customer Answer

  Date: 05/23/2023

   
  Complaint: 20080193
  
  I am rejecting this response because:  When I booked the travel I was not told there would be a separate fee that I would have to pay at the resort.

  If I try to book the same travel today it quotes me a final price with the fees and tells me that there is a 220 dollar resort fee that I must pay at the resort.  When I booked mine it did not tell me that and no where in the confirmation email that I attached, with the original complaint, did it tell me that.  I could have booked this travel at another site for less had I known they were going to bill me the resort fee again.  Also In their response it says that those fees are an estimate so what happens if they are less?  Their response is a joke.
  
  Sincerely,
  
  *************************;

  Business Response

  Date: 05/24/2023

  Hi *******,
  
  Thank you so much for letting us know about this situation. We appreciate you bringing this to our attention.
  
  We have looked into your refund claim for your stay at TradeWinds Island Grand. We have looked into your request for a refund of the Resort fees that you were made to pay directly to the hotel upon arrival. 
  
  Given that you have paid the Resort tax during your initial booking, we would like to inform you that we will be reimbursing you the amount of $221.48 that you paid to the hotel and this refund has been processed back to you. Rocketmiles processes refunds immediately however, it could take up to *************************************************************************** some cases may not be completed until the next billing cycle. The timing depends on your bank and its policies. Rocketmiles does not have control over this timing.
  
  We understand how frustrated you must be. My deepest apologies for any inconvenience we have caused you.
  
  Our ************* is available around the clock, please do not hesitate to contact ** should you have any further inquiry.
  
  
  
  Kind regards, 
  ******
  Rocketmiles Concierge
  ************** (** & ******)
  ************** (International)

  Customer Answer

  Date: 05/25/2023

   
  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 very much
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/18/2023

  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.

  March 31, 2023 I paid for a car rental from tmobile travel. They took my money with no problem. When I got to payless car rental at the *************** they said I wasn't qualified because I did not have a credit card. They really should not give the option to rent on the tmobile travel website if it is truly not an option. I have contacted rocket and payless. They both keep saying they are happy to return payment but then say that the other will not approve the return. They just barely responded today.

  Business Response

  Date: 05/22/2023

  Hi *******,
  
  Thank you for reaching out.
  
  To give you an update on your request, kindly be advised that we are once again reaching out to the rental car company to confirm that they are allowing a refund for your booking. We have been denied a refund in our past conversations with them but since you you were informed by them that they will be allowing a refund, I will be following up to verify this with them. 
  
  Please allow me some time to confirm this with the car company and I will get back to you within the week,
  
  We remain available to assist you in any way or answer any questions you may have.
  
  
  Kind regards, 
  ******
  Rocketmiles Concierge 
  ************** (** & ******) 
  ************** (International)

  Customer Answer

  Date: 05/26/2023

   
  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:05/11/2023

  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 through ******** Travel, who uses Rocket Travel as a third-party vendor, however had to book another hotel because the first hotel could not accommodate my needs. Rocket Travel is refusing to issue me a refund. Rocket Travel kept my money despite me never staying at the first hotel and using their service to book a second hotel. I am totally dissatisfied that this issue hasn't been resolved in over 6 months.

  Business Response

  Date: 05/15/2023

  Hi ******,
  
  Thank you so much for letting us know about this situation. We appreciate you bringing this to our attention.
  
  We have looked into your refund claim for your stay at ********************************.
  
  We verified the information on our website, the hotels website and also other booking platforms and we can confirm that this hotel does not list a microwave and kitchenette listed any of their rooms.
  
  Please see the attached for the room amenities that is listed on the hotel website in which is does not state that the hotel rooms include a microwave. The hotel is not obligated to specifically mention that there is no microwave in the room.
  
  With this being said, we regret to inform you that despite all our efforts, the hotel has decided to enforce the current policy and is not allowing any refund. We are truly sorry if this is not the outcome you were hoping for.
  
  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. Our ************* is available around the clock, please do not hesitate to contact us should you have any further inquiry.
  
  We look forward to serving your future travels.
  
  
  Kind regards, 
  ******
  Rocketmiles Concierge
  ************** (** & ******)
  ************** (International)

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 20048346
  
  I am rejecting this response because: I was told that there may be a microwave in a common area that I could use during my stay when I called the number on the reservation. This is the main reason I booked the reservation despite a microwave not being listed as an amenity on the website. Maybe the representative provided inaccurate information. However, Rocket Travel cared about their customers and achieving customer satisfaction, they would issue a refund as a onetime courtesy. As stated before, I used their service to book a reservation at another hotel, so they did not lose any money. Rocket Travel did not make any effort to turn this bad situation into a positive one.
  
  Sincerely,
  
  ******************

  Business Response

  Date: 05/24/2023

  Hi ******,
  
  Thank you for your reply.
  
  We have looked into your refund claim for your stay at *************************************.
  
  As you have mentioned that you were told that by someone that there would be a microwave in the hotel, could you please provide ** with the name of the person that you spoke to so that we can verify this information with the hotel and negotiate a refund on your behalf.
  
  Our ************* is available around the clock, please do not hesitate to contact ** should you have any further inquiry.
  
  We look forward to serving your future travels.
  
  
  Kind regards, 
  ******
  Rocketmiles Concierge
  ************** (** & ******)
  ************** (International)

  Customer Answer

  Date: 05/25/2023

   
  Complaint: 20048346
  
  I am rejecting this response because: issue is not resolved. Please see respond sent to Rocket Travel below:

   

  Hello ******,
  
  I didn't document the name of the representative and just remembered speaking to her the day when booking my reservation.
  
  Can you address my issued that was brought to my attention. *** stated that they didn't receive any money because reservation was cancelled before the transaction was finalized. Your company stated that you sent money to them and need for them to issue a waiver to process a refund. Can you provide proof that the money was sent to them?
  
  Sincerely,
  
  ***********************