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:05/03/2023

  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 was in the ********* ** airport for 6 hours before I had to change my flight because of delays. Since I was staying another night I booked a room using my SouthWest app. I had just heard the gate agent tell me my new flight was the 21st and that was the date I put as the check in. It was an error on my part. I paid $200 for a room that actually cost $100.00. I tried to change the date as soon as I got my confirmation email. I was told no refunds once the reservation was made. I explained I didn't want a refund I just needed a room that night. After talking to Southwest, Rocket Travel, and the hotel a room for one night cost me $350.00. The Comfort Inn couldn't believe how much more I paid through the third party but the most they could do was give me a slightly bigger room at no charge. I understand if you policy is not to give out refunds since you need to generate revenue any way possible but please tell me how it would have hurt your bottom line to move the date up one day? You should try taking things on a case by case basis.

  Business Response

  Date: 05/05/2023

  Hello *****
  
  Thank you so much for contacting **, We are always glad to assist you. Your feedback helps us to improve. We have verified your reservation and found, this reservation is under a strict non-refundable/modifying policy. We understand things may change, when an emergency comes in we are able to attempt to modify or cancel the reservation, however, this change or modification must be approved by the hotel directly. 
  in the case of your reservation, when you contacted our concierge team, they called the hotel and denied our date change request. After you mentioned in emails hotel canceled the reservation, we started a dispute to get a refund since the reservation was not used. Even our efforts hotel denied our refund request.
  
  We sincerely apologize for the inconvenience but due to the current policy, we are unable to proceed with any type of refund. since we are subject to the policies hotels have set up and we are unable to override their decision. 
  
  We would love to keep disputing on your behalf but we can see you started a chargeback dispute with your financial institution. We remain at your disposal for any further queries you may have in the future. 
  
  *****************************
  Manager
  Rocketmiles Concierge
  ************** (** & ******)
  ************** (International)

  Business Response

  Date: 05/05/2023

  Hello *****
  
  Thank you so much for contacting **, We are always glad to assist you. Your feedback helps us to improve. We have verified your reservation and found, this reservation is under a strict non-refundable/modifying policy. We understand things may change, when an emergency comes in we are able to attempt to modify or cancel the reservation, however, this change or modification must be approved by the hotel directly. 
  in the case of your reservation, when you contacted our concierge team, they called the hotel and denied our date change request. After you mentioned in emails hotel canceled the reservation, we started a dispute to get a refund since the reservation was not used. Even our efforts hotel denied our refund request.
  
  We sincerely apologize for the inconvenience but due to the current policy, we are unable to proceed with any type of refund. since we are subject to the policies hotels have set up and we are unable to override their decision. 
  
  We would love to keep disputing on your behalf but we can see you started a chargeback dispute with your financial institution. We remain at your disposal for any further queries you may have in the future. 
  
  *****************************
  Manager
  Rocketmiles Concierge
  ************** (** & ******)
  ************** (International)

  Customer Answer

  Date: 05/08/2023

   
  Complaint: 20014838
  
  I am rejecting this response because:  I paid Rocket Travel for the night of the 21st.  The attached airline confirmation shows I flew back to DC and was not in *********.  ********* said they were unable to make any changes because the reservation was made through a third party.  I did not stay at the hotel but you this travel company was not willing to assist with changing the date or refunding my money.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/11/2023

  Hi *****,
  
  Greetings from Rocketmiles!
  
  Thank you for taking the time to reaching out to us regarding your situation. We would like to opportunity to work on you request for a refund.
  
  We had contacted the hotel to request for a date change as per your request on 20 April. The hotel had repeatedly denied the date change due to there being a difference in the rates which we had advised you of. As you were unwilling to pay the difference, we were unable to proceed with the date change. Prior to contacting the hotel, we had also informed you that due to the cancellation policy, we were not able to guarantee you an amendment as the final decision/approval was by the hotel and Rocketmiles do not have the authority to override their policy. 
  
  Given that you have an ongoing chargeback filed with Paypal, we're unable to assist on this case till Paypal has concluded their investigation. Kindly note that the whole system is automated thus limiting ** from working on this case further.
  
  We understand that this is not outcome you were hoping for. We do truly 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: 05/18/2023

   
  Complaint: 20014838
  
  I am rejecting this response because:
  The hotel couldnt do anything to help with the reservation on the 20th because it was made through a third party.  They did give me a room for more than half what I paid Rocket Travel.  PayPal has closed this case.

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

• Initial Complaint

  Date:05/03/2023

  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 had a horrible experience with ************************ when I took my son to *** for Spring Break from 4/4/23 to 4/7/23.The room got up to 80 degrees. At first they said they would fix it. Nothing changed and then they said they couldnt do anything so I would need to open a window. I immediately complained to the hotel. They refused no remedy and offered no compensation. They said they didn't have the power to change the heat bc it was controlled by the hotel. I have been to dozens of hotels and I have always been in charge of my heat. They lied and said ** since I booked with Rocketmiles I would need to contact them for a refund. Right away I called ******** and they said they would help me if the hotel said they could give me a refund if the hotel agreed. The hotel lied and said they had NO proof of me complaining. I then have been complaining to ******** for ALMOST a month about this and nothing. They kept saying they were going to remedy it and then finally yesterday they said they couldnt and I need to talk to Rocketmiles. A WHOLE month later. I just got off the phone with a ****** from Rocketmiles.. He said there was nothing he could do. He said that Rocketmiles can't do anything. I am attaching the documentation that I provided to ******** *********. He said I will be getting nothing.

  Business Response

  Date: 05/11/2023

  Dear *******,
  
  Thank you for sharing your feedback with us.
  
  I am very disappointed to learn about your experience. As a Service Provider, we strive for excellence and best customer service for our customers. Clearly, we did not deliver these standards. Not only you experienced such an inconvenience but we (our staff) was not able to assist you and resolve situation.
  
  Please accept my sincerest apologies, as this is certainly not the level of service we would like to provide to our customers. I would like to assure you that we will take all necessary steps to address your concerns.
  
  I will be reaching out to the hotel and our booking partner regarding this issue. In the meantime, as a token of apology, I will be processing USD 110 as compensation for the inconvenience this has caused you. Kindly note that 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.
  
  Please let ** know if there is anything we can do further to remedy the situation for you.

   

  Kindest Regards,
  ******
  Manager
  Rocketmiles Concierge
  ************** (** & ******)
  ************** (International)

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 20013808
  
  I am rejecting this response because: 110 doesn't even cover HALF the amount of what I paid and I have been dealing with this for OVER A MONTH. My time is valuable and Rocket nor the hotel tried to rectify it sooner. I would like a full refund. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/17/2023

  Dear *******,
  
  Thank you for you reply.
  
  With regards to our previous reply, kindly note that the *** 110 that we refunded you is not the total cost that were refunding you for this booking.As mentioned, the amount that we have already credited to you is to compensate you for the inconvenience that you have had to endure.

  We are still in negotiations with the hotel for a full refund on the amount that you paid to secure the booking. I had just got off the phone with the hotel and they have asked for a call back at a later time to speak to the manager thats handling this complaint. Once we have a definitive answer from the hotel on the cancellation request, we will be updating you accordingly.

  Please bear with me while I push for a full refund as per your request. Please know that this refund is not guaranteed as the final approval will come from the hotel and Rocketmiles follows the policy given by the property and thus, cannot cancel/amend it.
  
  Please let ** know if there is anything we can do further to remedy the situation for you.
  

  
  Kindest Regards,
  ******
  Manager
  Rocketmiles Concierge
  ************** (** & ******)
  ************** (International)

  Customer Answer

  Date: 05/17/2023

   
  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. I will wait for your reply. 
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 20013808
  
  I am rejecting this response because:

   

  I have not closed my complaint I am waiting to hear back from them. 
  

  
  

  --
  

  ****************************, M.Ed.
  

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

• Initial Complaint

  Date:04/26/2023

  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.

  Rental Car booking ********* Ace Rental *********** Sentra On April 20th I was at the ***************. I made Reservation online with the ******** Travel app. ******** Uses Rocket Travel **** as it agency for the Rentals. I made a rental for April 20th to April 23rd. It was from ACE rentals, at a cost of $317.33, paid on my credit card. It took 20 minutes to go from the Airport on the ******** to the rental building. We had to wait 30 more minutes for the car to be washed. When I returned to the counter I was advised they WOULD NOT rent to me. The agent at the counter offered to bring out the manager. The manager told me "They would NOT rent to me because I wanted to drive the car out of state. I asked for a refund of my $317.33 charged to my card. They said they do not have the money. I would have to seek the refund from the third party company. I called ******** and was on the phone with them about 30 minutes, then told to call another number for ******** Travel. About 2 hours later I called ******** Travel and requested a refund and was given the run-around. Later I received an email stated the started the refund process and I would hear again from them in 3-4 days.After 6 days I call again and after 1 hour on the phone was disconnected. Later I received an Email quoted below:"Per your request, we contacted the agency Ace Rental Cars to request a refund on your reservation ********* Ace Rental *********** Sentra SUCCESS. Despite our efforts, our rental partners have decided to enforce the current policy and are not willing to refund. ******** Travel is happy to work on your behalf, but we are also subject to the terms our rental partners have established and cannot override their decision. We sincerely regret that their response was not more favorable."I paid in advance for a rental car. I was at the counter willing to pick up the car. THEY were the one's that refused to rent the car to me. This is outright FRAUD.

  Business Response

  Date: 04/27/2023

  Dear *******,
   
  Thank you for sharing your feedback with us.
   
  I am very disappointed to learn about your experience. As a Service Provider, we strive for excellence and best customer service for our customers. Clearly, we did not deliver these standards. Not only you experienced such an inconvenience but we (our staff) was not able to assist you and resolve situation.
  
  Please accept my sincerest apologies, as this is certainly not the level of service we would like to provide to our customers. I would like to assure you that we will take all necessary steps to address your concerns.
  
  I will personally reach out to the Office Manager and look in to the situation further as we heavily rely on the rental company for approval when it comes to cancellation/amendments. I tried calling them but was unable to reach anyone. I have sent them an email on this matter and awaiting their response.
  
  Please allow us some time to work on your concerns and we will get back to you within ***** hours with an update on your case.
  
  We understand how frustrated you must be. My deepest apologies for any inconvenience we have caused you.
  
  Please let us know if you have any additional questions, concerns, or comments, or if we may be of assistance at any point in the future.
  
  
  Kind regards, 
  *************************
  Manager
  Rocketmiles Concierge
  ************** (** & ******)
  ************** (International)

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19987541
  
  I am rejecting this response because:

  They were supposed to get back to me withing ***** hours.   It has now been 6 days and I have heard nothing!

   

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

  Business Response

  Date: 05/03/2023

  Dear *******,
   
  Thank you for sharing your feedback with us.
  
  Please accept my sincerest apologies for the delay in getting back to you. Our team is working double time to have your concerns resolved. 
  
  We're unable to give you an update as of yet as we're still working on negotiating a free cancellation from the rental car company. Rest assured that we are on top of this and we're doing all we can to negotiate a refund. 
  
  It is as per the rental cars policy, any cancellation will be charged the full amount and no refund will be given. These terms and conditions are stated on the website. Please note that we follow the policy given by the car company and thus, cannot cancel/amend it.
  
  For the time being we would like to ask for additional time allowance for ** to have your concerns settled. Another email update will be sent to you within the next week. Please know we have not forgotten about you.
  
  We understand how frustrated you must be. My deepest apologies for any inconvenience we have caused you.
  
  
  Kind regards, 
  *************************
  Manager
  Rocketmiles Concierge
  ************** (** & ******)
  ************** (International)

• Initial Complaint

  Date:04/18/2023

  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 am writing to seek your assistance and intervention regarding a serious issue I have encountered with Citi Travel's hotel booking service, powered by Rocket Travel **** I believe my consumer rights have been violated, and I hope that your agency can help me resolve this matter.On April 6, 2023, I booked a stay at the *************************************** in ****** for a family trip from April 21st to April 25th through Citi Travel. The booking number is *********, and the total price is $3,764.01. This trip is particularly important as it marks our first international travel experience with our baby.During the booking process, I clearly specified that the reservation was for two adults and a one-year-old child. I received a confirmation email indicating that my reservation was successful. However, on April 18th, I contacted the hotel to inquire about the availability of a baby bottle warmer and was informed that the "club swim-up master double" room type I had booked does not allow children.This crucial information was never mentioned during the booking process on Citi Travel's hotel booking system, nor was it included in the confirmation letter. Upon contacting Citi Travel's customer service, I was not provided with any effective solutions to this problem. Instead, I was faced with the prospect of either paying a penalty fee for canceling the reservation or paying an additional fee of $120/day for downgrading the room type.As a consumer, I find this situation to be unfair and unacceptable. I believe that Citi Travel is responsible for this error and should be held accountable for the financial and time losses incurred due to their oversight.I kindly request your agency's assistance in investigating this issue and ensuring that Citi Travel provides a fair resolution. This may include offering a suitable room upgrade at no additional cost, compensating us for any losses incurred, or any other appropriate measures.Sincerely,

  Business Response

  Date: 04/24/2023

  Hi There,
  
  Thank you so much for reaching out to us. We appreciate you bringing this situation to our attention. We are glad to assist you. We have verified the reservation and customer's details, but our system does not show any reservation with this information. We highly suggest you to verify if your reservation was created through our channels. We really apologize for this inconvenience.
  For any further queries do not hesitate in contacting with us, or for an immediate assistance feel free to contact us via a phone call.
  
  
  *****************************
  Manager
  Rocketmiles Concierge
  ************** (US & ******)
  ************** (International)

• Initial Complaint

  Date:04/10/2023

  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 purchased a reservation from ******** travel under the Rocket travel program. I purchased a 4 night reservation at ************************************* East - ********************************************************************************************** *****. Confirmation number / Reservation# TDXAE6H9 (Feb 21, 2023 - Feb 25, 2023)Upon arrival to **********, I traveled to the address listed above and there was no such Hawthorn Suites at this listed address. It appeared to be a mainstay hotel instead. My Gmail/ kept showing a different address of ************************************************************************************************************************. I tried calling the number listed on the reservation and the line was disconnected. I then traveled to the Hawthorn at the Cypress station drive location. I provided my confirmation# and they could not find it there. The staff advised that the ********************** was shut down a number of months ago, and was unsure of how I received a reservation there. I had to get a new reservation with them and thankfully they provided a military discount to ease the financial blow. I had to get a normal king size bed on short notice and had to pat a difference of $84 between my original rate and this new one. The next morning I call the concierge service to report this. I did receive a full refund to my credit card and asked about some kind of compensation. The rep advised that they will send it back to their team for review. I wasn't asking for much, I wanted some kind of voucher for next use for the difference of the bills. I waited an additional month and a half, called back and asked about an update. They advised they are still working on the accommodation then received a response advising the hotel was under renovation and no compensation will be provided. (see Capture 2) I cannot understand how they can say that when the hotel did not exist anymore. Based on their terms (cap 3) they have not provided no adjustment or offered any kind of points or difference for their error.

• Initial Complaint

  Date:04/08/2023

  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.

  While using my AA rewards, I booked a hotel room conformation number ABC6S5GA for the Best Western in ********* 4/7-4/8. I paid extra points for 3 people to have breakfast. However, upon arriving to the hotel I learned that breakfast is free to all guests! SO I was ripped off! I called the number at the bottom of the email: Your concierge *************************** ************** ************** And was on the phone with them for over an hour and they refused to refund the extra points that I paid for breakfast as they said their future reservations did not show the extra fee. UGH!!! I was totally ripped off. At this point, I would like all my points refunded. I do not think it is right to rip people off!

  Business Response

  Date: 04/10/2023

  Hi *****,
  
  Thank you for sharing your feedback with us.
   
  I am rather disappointed to learn about your experience. As a Service Provider, we strive for excellence and best customer service for our customers. 
  
  Please accept my sincerest apologies, as this is certainly not the level of service we would like to provide to our customers. I assure you that I have taken all necessary steps to address your concerns.
  
  Upon investigation, we found that the hotel does indeed provide breakfast to all guest who books at their hotel. I have extensively checked and double checked your the miles you utilized for this booking and found that there is no additional miles added on for breakfast. We only have the room rates registered on our end. I'm well aware that this is not the outcome you were hoping for. As you are a valued member of Rocketmiles, I would like to offer you a courtesy complimentary compensation of **** miles for your troubles.
  
  Please reply to this email with your acceptance of the offer so that I can proceed to process the refund of your miles to your account.
  
  I have also compiled your feedback and will be sending it to our relevant department to further improve the way future cases such as yours to be handles in a much efficient and effective way.
  
  We understand how frustrated you must be. My deepest apologies for any inconvenience we have caused you.
  
  Please let us know if there is anything we can do further to remedy the situation for you.
  
  
  Kind regards, 
  *************************
  Manager
  Rocket Travel Concierge 
  ************** (US & ******)
  ************** (International)

• Initial Complaint

  Date:04/07/2023

  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.

  On march 12, 2023 I made a reservation thru ******** Tuesday in hopes of saving thru there rental affiliates. Upon arrival at the rental location I was told by the rental agent I couldnt be accommodated with the reservation since I was traveling out of state. The agent then got on the phone and called one of his rental agent referrals in the area who was able to accommodate the reservation. He never explained nothing about my reservation being cancelled. Based on the way things transpired that day it looks like ******** Tuesday or rocket travel wants to charge me a finders fee for that reservation that never took place. I made several attempts to let them know I need a refund back since I never cancelled any reservation. Not only did I end up paying $480 plus a $400 deposit on the following reservation but rocket travel pocketed $114 for no apparent reason thru their ******** Tuesday gimmick. I attached a copy of the rental receipt from the rental company I was referred to.

  Business Response

  Date: 04/19/2023

  Hi *****,
  
  Greetings from Rocketmiles!
  
  I am very disappointed to learn about your experience. As a Service Provider, we strive for excellence and best customer service for our customers. Clearly, we did not deliver these standards. Not only you experienced such an inconvenience but we (our staff) was not able to assist you and resolve situation.
  
  Please accept my sincerest apologies, as this is certainly not the level of service we would like to provide to our customers. I would like to assure you that we have taken all necessary steps to address your concerns.
  
  Upon checking the terms and conditions of your reservation, we would like to inform you that your were notified in the confirmation email sent to you that there was policy restrictions for local renters and to review the location specific rental policy for potential additional restrictions.  We have attached a copy of the confirmation email that was sent to you highlighting the T&C. 
  
  As we have informed you over the phone, at this time we're unable to process a refund due to a pending chargeback on the charges filed by you with your bank. Please reach out to your bank/credit company with whom you have filed the chargeback for an update or alternatively, you may have them withdraw the chargeback so that we can work on recovering the amount paid for your booking.
  
  We understand how frustrated you must be. My deepest apologies for any inconvenience we have caused you. 
  
  Please let us know if there is anything we can do further to remedy the situation for you.
  
  
  Kind regards, 
  *************************
  Manager
  Rocket Travel Concierge
  ************** (US & ******)
  ************** (International)

  Customer Answer

  Date: 04/27/2023

   
  Complaint: 19908601
  
  I am rejecting this response because:
  I was unsuccessful with my dispute and have exhausted any way to get my refund back. Very disappointing to say the least 
  Sincerely,
  
  *************************

  Business Response

  Date: 04/27/2023

  Hi *****,
  
  Greetings from Rocketmiles!
  
  We hope this email finds you in good health.
  
  With regards to your request for a waiver on the cancellation fee for booking 581751766, we regret to inform you that despite all our efforts to recover the booking with the car company, they have repeatedly denied our request for a waiver on the charges. We do apologize if this is not the outcome that you were hoping for.
  
  Upon checking the terms and conditions of your reservation, we would like to inform you that your were notified in the confirmation email sent to you that there was policy restrictions for local renters and to review the location specific rental policy for potential additional restrictions. We have attached a copy of the confirmation email that was sent to you highlighting the T&C in our previous email.
  
  We understand how frustrated you must be. My deepest apologies for any inconvenience we have caused you. 
  
  Please let us know if there is anything we can do further to remedy the situation for you.
  
  
  Kind regards, 
  *************************
  Manager
  Rocket Travel Concierge
  ************** (US & ******)
  ************** (International)

  Customer Answer

  Date: 04/28/2023

   
  Complaint: 19908601
  
  I am rejecting this response because:under no conditions or term agreement should a cancellation fee be non refundable when no service was provided. This is simply an elaborate scheme to generate revenue for corporations and prey on the consumer during an economic crisis 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/06/2023

  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 purchased a prepaid car rental from *************** for $163.95 on Feb 15th. The confirmation # is *********. I read the terms and conditions and it states I need liability of $******* which I do have and also provided my declaration page. When I arrived at ***************, the clerk told me I need to purchase additional, $******* of property damage and there isn't anything in the terms and conditions that states I need to have that. Instead of $163.95, it would be over $800 as he is adding on a product that is not stated therefore, he wouldn't give me the car unless I paid an extra $650. A refund is due as it is a breach of contract. ******************* also told me there wouldn't be any charge and when i asked for it in writing, they advised me to call ******** Travel which was no help and they kept hanging up on me and *************** is also refusing to help me and told me not to call anymore and that they don't have my money. ******************* failed to put this in there terms and conditions. I even called ******************* to ask about insurance a month prior and he told me what I have is sufficient and when I called him again to ask more questions, he rudely stated to read the terms and conditions and not to call back. If he stated I needed an additional ******* of property damage in addition to the ******* liability insurance that I already have, then I would've canceled instead of showing up and being told at the time to pick up the car. This rental agency failed to put this in there terms and conditions therefore, a refund of $163.95 is due. Please credit $163.95 to my credit card to avoid further legal action

  Business Response

  Date: 04/07/2023

  Hello *******,

  Thank you for sharing your feedback with us.
  
  I am very disappointed to learn about your experience. As a Service Provider, we strive for excellence and best customer service for our customers. 
   
  We will work on securing a refund for you. Please allow us some time to work on your concerns and we will get back to you within a week with an update on your case. Should we obtain approval from the car company, kindly note that we would be unable to proceed with your refund due to a pending chargeback filed with the bank. At this point, we'll have to wait till the bank concludes their investigation.
  
  We understand how frustrated you must be. My deepest apologies for any inconvenience we have caused you.
  
  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)

• Initial Complaint

  Date:04/03/2023

  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 have booked a hotel reservation in Maui, ** for $395.20 USD and they said I have to pay $17.50 as resort fee during check-in time. But the resort charged me $41 resort fee instead of $17.50. Resort personnel said I have to reach out to the booking site and file dispute. I called Rocket travels and they say they don't have control about how much resort charges and they don't offer any refund. This is really misleading/cheating customers with unknown fee. I wouldn't have booked hotel through them if I knew about this.

  Business Response

  Date: 04/04/2023

  Hi There,
  
  Thank you so much for reaching us. We are happy to assist you. We have verified the reservation you are inquiring about. We are truly sorry about the misunderstanding. We carefully checked the charges on your reservation. There are some fees we cannot take on the hotel's behalf since they are local charges that belong directly to the property. We found on the receipt you received after completing the reservation on the website, there are ***** ****************** fees plus taxes and fees. These taxes and fees are taxes fees coming from the hotel directly, we don't have any control over these taxes and fees (may include cleaning fees and transportation fees for example)
  
  On prices, we offer on our website we include sales taxes and all taxes required by law for booking service.
  
  We are truly sorry about this situation. We remain at your disposal for any further queries you may have

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

  Customer Answer

  Date: 04/05/2023

   
  Complaint: 19890413
  
  I am rejecting this response because:

  
  

  As per the receipt I was prepared to pay $17.50 as resort fee at the hotel but they charged me $40 resort fee. If you would have mentioned there will be some unknown amount to be paid at hotel, I wouldn't have booked the hotel at all. All other booking websites mention the proper resort fee to be paid at the hotel but you hid this information from me and made it look like you are cheaper than others. This is definitely misleading customer.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/07/2023

  Hi ********,
  
  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.
  
  Wed love the opportunity to regain your trust. I have personally reached out to the ************ Manager to clarify the charges and was told that they have recently revised the Resort fee charges from $17.50 to $35 before taxes. The hotel was unable to confirm if all 3rd party sites was updated with the same information. 
  
  Given that you were informed the resort fee was $17.50, It is only fair that we honor the price. I'm happy to report that a refund of $23.60 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.
  
  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,
  ******
  Manager
  Rocketmiles Concierge
  ************** (US & ******)
  ************** (International)

  Customer Answer

  Date: 04/15/2023

   
  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 but however very disappointed about customer service. They should have taken care of the situation in the first place.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:03/27/2023

  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.

  We booked a hotel through aabooking.com in february for a MArch stay in ********* at ******************. The trip came and we arrived at the hotel late due to flight delay. We were ******* to try and make our dinner reservation and planned to quickly check in to the hotel, however the hotel did not have my reservation. I called the company and they informed me there was an error with their system so the hotel room did not get booked properly even though my credit card had been charged the full amount a month prior. ************ also had no rooms available to book us into so we were left stranded in ***** around midnight. Our dinner reservation got missed and I was charged money for no showing on the reservation. The company told me they had to get approval to refund me the money and we were left to try and book a last minute room during spring break the same week a convention was in town so the rooms were all increased pricing. We ended up at Caesars paying almost 500 more for the room just to have someplace to sleep. The booking company rocket travel said they would try and take over the payment but then came back and said they couldn't because we booked with Expedia. So our budget for the entire trip was spent. They took over a week for refund, our events were missed due to the financial situation their negligence put us into. The company has refused to assist with any kind of compensation for the issues and effectively ruining our trip. Iv e even had one lady ***** from the company be very aggressive with me and refusing to allow me to speak to any higher supervisor. They ultimately refunded the cost of the original purchase and i received the miles but this is not compensation for the amount of additional money we were forced to spend on a room due to their issue.

  Business Response

  Date: 03/29/2023

  Hi there,
  
  Thank you so much for your valuable time. We are glad to assist you. We appreciate you bringing this situation to our attention. We have been working hard, and we have done our best effort to have this situation clear. We had one of our manager's team contact and get a refund for the difference in price with the new reservation versus the original reservation.
  
  We hope this solution can work for you. We are truly sorry for the inconvenience and the long time this situation took. We remain at your disposal for any further queries you may have.

  Kindest Regards,
  Cristofer
  Rocketmiles Concierge
  ************** (US & ******)
  ************** (International)